9. Nghiệp vụ Quản lý khách sạn nhỏ

TONG CUC DU LCH VIET NAM PHOI HP VI UY BAN CHAU AU D AN PHAT TRIEN NGUON NHAN LC DU LCH VIET NAM
TONG CUC DU LCH VIET NAM

HOI ONG CAP CHNG CH NGHIEP VU DU LCH VIET NAM
TIEU CHUAN KY NANG NGHE DU LCH VIET NAM NGHIEP VU QUAN LY KHACH SAN NHO
TIEU CHUAN KY NANG NGHE DU LCH VIET NAM (VTOS)

CAC TIEU CHUAN VTOS LA MOT TRONG NHNG KET QUA CHNH CUA D AN, C XAY DNG CHO 13 NGHE TRNH O C BAN NH SAU:
Khach san
NGHIEP VU QUAN LY KHACH SAN NHO
NGHIEP VU AN NINH KHACH SAN NGHIEP VU BUONG NGHIEP VU LE TAN NGHIEP VU NHA HANG KY THUAT CHE BIEN MON AN AU KY THUAT CHE BIEN MON AN VIET NAM KY THUAT LAM BANH AU
L hanh
NGHIEP VU AI LY L HANH NGHIEP VU IEU HANH TOUR NGHIEP VU AT GI CHO L HANH NGHIEP VU HNG DAN DU LCH
TIEU CHUAN KY NANG NGHE DU LCH VIET NAM
NGHIEP VU QUAN LY KHACH SAN NHO

TRNH O C BAN TRNH O C BAN
NGHIEP VU AT GI BUONG KHACH SAN
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) 3577 0663 Fax: (84 4) 3577 0665 Email: hrdt@hrdtourism.org.vn Website: www.hrdtourism.org.vn
An pham nay c thc hien vi s giup cua Lien minh chau Au. Toan bo noi dung an pham do D an Phat trien nguon nhan lc du lch Viet Nam chu trach nhiem va khong phan anh quan iem cua Lien minh chau Au bat c goc o nao.
TIEU CHUAN KY NANG NGHE DU LCH VIET NAM
QUAN LY KHACH SAN NHO

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) 3577 0663 Fax: (84-4) 3577 0665 Email: hrdt@ hrdtourism.org.vn Website: www.hrdtourism.org.vn
XUAT BAN LAN TH NHAT 2009
Li cam n
Tai lieu Tieu chuan ky nang nghe du lch Viet Nam va Tai lieu ao tao phuc vu Chng trnh Phat trien ao tao vien c xay dng trong khuon kho trien khai D an "Phat trien nguon nhan lc du lch Viet Nam" do EU tai tr. Nhng thong tin quy bau trong cac cuon tai lieu nay co c nh s ong gop ve kien thc cung nh kinh nghiem cua nhieu chuyen gia quoc te va Viet Nam trong lnh vc du lch. Nhan dp xuat ban cac cuon tai lieu nay, Ban Quan ly D an Phat trien nguon nhan lc Du lch Viet Nam xin c bay to s biet n chan thanh oi vi nhng ca nhan va tap the a tham gia vao qua trnh xay dng hoan thien cac tai lieu nay. Chung toi xin tran trong cam n Phai oan uy ban Chau Au tai Viet Nam ve s ho tr quy bau ve ky thuat va tai chnh e xay dng va xuat ban cac cuon tai lieu nay thong qua D an "Phat trien nguon nhan lc Du lch Viet Nam". Chung toi cung xin c tran trong cam n s ch ao sat sao va nhng y kien ong gop mang tnh nh hng cua Lanh ao Tong cuc Du lch Viet Nam, Ban ch ao D an trong suot qua trnh xay dng cac cuon tai lieu nay. Chung toi cung xin bay to li cam n ti Hoi ong cap chng ch nghiep vu Du lch Viet Nam (VTCB), trong o co ai dien cua Tong cuc Du lch, Bo Lao ong Thng binh va Xa hoi, Bo Giao duc va ao tao, Hiep hoi Du lch Viet Nam, cac trng du lch v nhng y kien ong gop nham hoan thien noi dung cac cuon tai lieu nay. Chung toi anh gia cao s ong gop cua nhng ngi tham gia vao viec nghien cu, tong hp va bien soan cac cuon tai lieu nay, bao gom nhng chuyen gia quoc te va trong nc, giao vien va giang vien tai cac trng du lch, lanh ao cac doanh nghiep du lch, cac ao tao vien cua D an cung nh toan the can bo nhan vien Ban quan ly D an. Xin tran trong cam n.
MUC LUC
GII THIEU TIEU CHUAN KY NANG NGHE DU LCH VIET NAM (VTOS) NGHIEP VU QUAN LY KHACH SAN NHO
TRANG
4 4 4 6
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 QUAN LY KHACH SAN NHO

7 8 11
2.1 Tom tat cong viec, chc danh va danh muc cong viec 2.2 Cong viec va phan viec: Ke hoach lien hoan 2.3 Noi dung cac cong viec va phan viec
GII THIEU TIEU CHUAN KY NANG NGHE DU LCH VIET NAM QUAN LY KHACH SAN NHO
Tai lieu tieu chuan ky nang nghe du lch Viet Nam (VTOS) danh cho ngi quan ly hoac chu khach san. Tai lieu bao gom gii thieu tong quan ve vai tro ngi quan ly khach san, mo ta trach nhiem cu the lien quan en cong tac quan ly cac bo phan buong, le tan va nha hang cung nh cac chc nang chnh ve ke toan, nhan s va marketing. Cac tieu chuan c thiet ke ket hp hai hoa vi cac tieu chuan quoc te ve quan ly khach san, c ieu chnh phu hp vi yeu cau cu the cua nganh khach san Viet Nam.
TIEU CHUAN KY NANG NGHIEP VU QUAN LY KHACH SAN NHO
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.
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
10 11 12 13
Nghiep vu ai ly L hanh Nghiep vu ieu hanh Tour Nghiep vu at gi 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.
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
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.
PHAN VIEC KY NANG

Cac tieu chuan ky nang thc hien phan viec 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. 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.
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 lam ro them cho phan ly thuyet.
1.4 CACH S DUNG TIEU CHUAN VTOS

Tieu chuan VTOS c thiet ke cho giam oc/chu khach san la nhng ngi a tham d khoa tap huan Quan ly khach san. 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 cac khach san. 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 viec 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, ngi quan ly 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 Luxembourg ho tr. Cac tai lieu nay do VTCB xuat ban va co san tai a ch di ay. Quy v can them thong tin ve He thong Tieu chuan VTOS, co the lien he cac a ch sau:
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) 3577 0663 Fax: (84 4) 3577 0665 Email: hrdt@ hrdtourism.org.vn 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) 39 446 494 Fax: (84 4) 39 446 495 Email: vtcb@vnn.vn Website: www.vtcb.org.vn
TIEU CHUAN VTOS QUAN LY KHACH SAN NHO
2.1 TOM TAT CONG VIEC, CHC DANH VA DANH MUC CONG VIEC
TOM TAT CONG VIEC Ngi quan ly khach san nho chu trach nhiem quan ly trc tiep cac hoat ong hang ngay cua khu vc trc tiep va gian tiep phuc vu khach, co the bao gom cac bo phan Le tan, Buong, An uong, Ke toan, Nhan s, Marketing va ban hang Nhng nhiem vu cu the hang ngay, hang tuan hay hang thang lien quan en cac hoat ong tren cua moi khach san rat khac nhau. Ngi quan ly phai co nang lc e ch ao, phoi hp va kiem tra cac cong viec c mo ta trong tai lieu nay. CHC DANH Thong thng, nhng ngi lam cong viec nay c goi la:
l
Quan ly khach san l Giam oc khach san DANH MUC CAC CONG VIEC Nhng cong viec trong tieu chuan ky nang nghe - nghiep vu quan ly khach san nho nh sau:
Phan 1: Vai tro va chc nang cua ngi quan ly khach san nho 1.1 To chc va vai tro cua ngi quan ly 1.2 Quan ly khach san nho 1.3 Chc nang va cong viec hang ngay cua ngi quan ly khach san nho 1.4 Trach nhiem cua ngi quan ly khach san nho trong viec kiem soat noi bo 1.5 Cham soc khach vi cng v la quan ly khach san 1.6 Cham soc khach vi cng v la quan ly khach san
Phan 2: 2.1 2.2 2.3 2.4 Phan 3: 3.1 3.2 3.3 3.4 Phan 4: 4.1 4.2 4.3 4.4 4.5 Phan 5: 5.1 5.2 5.3 5.4 5.5 5.6 5.7 5.8 Phan 6: 6.1 6.2 6.3 6.4 6.5 6.6 Phan 7: 7.1 7.2 7.3 7.4 7.5 7.6 7.7 7.8
Quan ly nghiep vu Buong An ninh va an toan Phong o vai Kiem tra tnh trang buong Bao dng Quan ly nghiep vu Le tan Quy trnh nhan at buong Cong nghe thong tin va le tan Quy trnh nhan va tra buong An ninh, kiem soat cha khoa va oi pho vi cac trng hp khan cap Quan ly nghiep vu An uong Xac nh nhu cau cua khach Cac loai o an, o uong phuc vu trong nha hang va lap thc n An toan va ve sinh thc pham Chuan b ca lam viec cua nha hang Cac moi quan he cong viec hieu qua va phng phap lam viec Quan ly nghiep vu Ke toan Hieu cac khai niem c ban cua ke toan Thc hanh ke toan va thuat ng ke toan He thong kiem soat Quan ly tien mat Bao cao ket qua kinh doanh Lap ngan sach Chi ph Bao cao cuoi thang Quan ly Nhan s Gii thieu ve chc nang quan ly nhan s Tuyen dung, thue va sa thai nhan vien Hp ong lao ong va lng ao tao nh hng va so tay nhan vien Ban mo ta cong viec anh gia nang lc lam viec Quan ly hoat ong Marketing Marketing la g? Cong cu marketing 4 P Cong cu marketing P San pham: nh v th trng va anh gia san pham Cong cu marketing P Gia Cong cu marketing P a iem: Kenh phan phoi va ai dien Cong cu marketing P Xuc tien: Quang cao Cong cu marketing P Xuc tien: Tm hieu thc te/quan he cong chung/ban hang ca nhan Nghien cu va thong ke
2.2
KE HOACH LIEN HOAN CAC CONG VIEC VA PHAN VIEC

Phan/ Cong viec: 7 Phan viec ky nang: 12 Phan viec kien thc: 29
1. VAI TRO VA CHC NANG CUA NGI QUAN LY KHACH SAN NHO
TRANG
PHAN VIEC KY NANG
TRANG
PHAN VIEC KIEN THC 1.1 To chc va vai tro cua ngi quan ly khach san nho
13
17 1.2 Quan ly khach san nho 24 30 34 1.3 Chc nang va cong viec hang ngay cua ngi quan ly khach san nho 1.4 Trach nhiem cua ngi quan ly khach san nho trong viec kiem soat noi bo 1.5 Cham soc khach vi cng v la ngi quan ly khach san 37 1.6 Cham soc khach vi cng v la ngi quan ly khach san
2. QUAN LY NGHIEP VU BUONG

TRANG
PHAN VIEC KY NANG
TRANG
PHAN VIEC KIEN THC
45 2.1 An ninh va an toan 48 2.2 Phong o vai 50 2.3 Kiem tra tnh trang buong 54 2.4 Bao dng
3. QUAN LY NGHIEP VU LE TAN

TRANG
PHAN VIEC KY NANG
TRANG
PHAN VIEC KIEN THC 3.2 Cong nghe thong tin va le tan
57 3.1 Quy trnh nhan at buong 60 62 3.3 Quy trnh nhan va tra buong 64 3.4 An ninh, kiem soat cha khoa va oi pho vi cac trng hp khan cap
4. QUAN LY NGHIEP VU AN UONG

TRANG
PHAN VIEC KY NANG
TRANG
PHAN VIEC KIEN THC 4.1 Xac nh nhu cau cua khach 4.2 Cac loai o an, o uong phuc vu trong nha hang va lap thc n 4.3 An toan va ve sinh thc pham 4.4 Chuan b ca lam viec cua nha hang 4.5 Cac moi quan he cong viec hieu qua va phng phap lam viec
71 73 75 77 78
5. QUAN LY NGHIEP VU KE TOAN

TRANG
PHAN VIEC KY NANG
TRANG
PHAN VIEC KIEN THC 5.1 Hieu cac khai niem c ban cua ke toan 5.2 Thc hanh ke toan va thuat ng ke toan 5.3 He thong kiem soat
83 88 93
104 5.4 Quan ly tien mat 109 5.5 Bao cao ket qua kinh doanh 115 5.6 Lap ngan sach 121 5.7 Chi ph 125 5.8. Bao cao cuoi thang
6. QUAN TR NHAN S
TRANG
PHAN VIEC KY NANG
TRANG
PHAN VIEC KIEN THC 6.1 Gii thieu ve chc nang quan ly nhan s
135
140 6.2 Tuyen dung, thue va sa thai nhan vien 149 6.3 Hp ong lao ong va lng 152 6.4 ao tao nh hng va so tay nhan vien 156 6.5 Ban mo ta cong viec 159 6.6 anh gia nang lc lam viec
7. QUAN LY HOAT ONG MARKETING

TRANG
PHAN VIEC KY NANG
TRANG
PHAN VIEC KIEN THC
167 7.1 Marketing la g? 170 7.2 Cong cu marketing 4 P 173 7.3 Cong cu marketing P -San pham: nh v th trng va anh gia san pham
178 7.4 Cong cu marketing P- Gia 185 190 7.5 Cong cu marketing P -a iem: Kenh phan phoi va ai dien 7.6 Cong cu marketing P- Xuc tien: Quang cao 7.7 Cong cu marketing P - Xuc tien: Tm hieu thc te/Quan he cong chung/ ban hang ca nhan
204
209 7.8 Nghien cu va thong ke
10
2.3 NOI DUNG CAC PHAN/ CONG VIEC PHAN 1: VAI TRO VA CHC NANG CUA NGI QUAN LY KHACH SAN NHO
Gii thieu
La ngi quan ly/ giam oc/ hay chu mot khach san nho, ban la ngi chu trach nhiem chnh ve mot so chc nang va nhiem vu. Phan nay trnh bay mot so hoat ong quan trong va nhng bo phan chnh nham giup ban thc hien cong viec hang ngay cua khach san. Khach san co the co en 50 buong va cung cap cac dch vu an uong n gian, v du, quay bar va nha hang. Phng thc hoat ong va moi trng lam viec khach san thng xuyen thay oi e phu hp vi xu hng phat trien mi trong nganh dch vu. Trong thap ky 1990, nganh khach san bc vao giai oan quan ly dch vu, moi nhan vien trong khach san du, bat k v tr nao eu co trach nhiem cung cap dch vu tot hoac trc tiep cho khach, hoac cho ong nghiep ang phuc vu khach. Du bo phan trc tiep va gian tiep co hoat ong khac nhau, song moi nhan vien eu phai lam viec e khach hai long, du co nhng ngi khong bao gi trc tiep gap mat khach. La quan ly khach san nho, ban phai neu gng cho nhan vien khach san tren c s 3 nguyen tac c ban nh sau: P P P Ban phai cho thc hanh nhng ky nang ma ban muon nhan vien cua mnh thc hien. Ban phai luon hien dien trc khach va nhan vien. Ban phai linh hoat va co kha nang thch ng cao.
PHAN PHAN PHAN PHAN PHAN PHAN
VIEC VIEC VIEC VIEC VIEC VIEC
1.1: 1.2 1.3: 1.4: 1.5: 1.6:
S o to chc va vai tro cua ngi quan ly (Kien thc) Quan ly khach san nho (Kien thc) Chc nang va cong viec hang ngay cua ngi quan ly khach san Trach nhiem chnh cua ngi quan ly khach san nho trong viec kiem soat noi bo Cham soc khach vi cng v la ngi quan ly khach san (Kien thc) Cham soc khach vi cng v la ngi quan ly khach san
11
PHAN I: VAI TRO VA CHC NANG CUA NGI QUAN LY KHACH SAN PHAN VIEC 1: TO CHC VA VAI TRO CUA NGI QUAN LY KHACH SAN NHO
MANG EN CHO KHACH S ON TIEP NIEM N, THOAI MAI, VUI VE TRONG MOT KHACH SAN SACH SE VA AN TOAN SUOT THI GIAN LU TRU
BO PHAN NHA HANG
BO PHAN AN NINH
BO PHAN PHUC VU BUONG
BO PHAN NHA HANG
BO PHAN LE TAN
TIEU CHUAN KY NANG KY THUAT QUAN LY KHACH SAN NHO
PHAN VIEC 1.2:
QUAN LY KHACH SAN NHO
NGI QUAN LY PHAI LA NGI LANH AO
MOT ONG LC TOT
TRAO TRACH NHIEM VA QUYEN GIAI QUYET CONG VIEC CHO NHAN VIEN
NHAN VIEN CHNH LA KHACH SAN
GIAM SAT CAC PHONG BAN CHNH
BAO TR BAO DNG
PHAN VIEC 1.3:
CHC NANG VA CONG VIEC HANG NGAY CUA NGI QUAN LY KHACH SAN
GIAM SAT NGUON THU
GIAM SAT CHI TIEU
GIAM SAT BANG LNG
GIAM SAT CHAT LNG
GIAM SAT CHAT LNG
PHAN VIEC 1.3:
BO TR LCH LAM VIEC CHO NHAN VIEN
X LY PHAN NAN CUA KHACH
KIEM TRA HANG NGAY DANH SACH KHACH EN
AM BAO TNH RIENG T CHO KHACH
KIEM TRA SO LNG NHAN VIEN CUA CA LAM VIEC
10
PHAN VIEC 1.3:
KIEM TRA THEO DANH MUC CHAT LNG 2 PHONG MOT NGAY
11
KIEM TRA BAN BUFFET, BAI TR, SAP XEP NHA HANG TRC KHI M CA
12
OC VA NAM TNH HNH TRONG SO GIAO CA E AM BAO AN NINH TOT
13
PHAN VIEC 1.5:
CHAM SOC KHACH HANG
KHACH LA NGI QUAN TRONG NHAT TRONG KINH DOANH KHACH SAN
CHU TRONG VAO KHACH
PHUC VU KHACH NHIET TNH
KHAN TRNG X LY PHAN NAN CUA KHACH
CAM THONG VI KHACH
PHAN VIEC 1.5:
CHAM SOC KHACH HANG
XIN LOI
THONG BAO CHO KHACH BIET VIEC BAN SAP LAM
LIEN HE VI KHACH BANG IEN THOAI
KIEM TRA XEM KHACH CO HAI LONG KHONG
PHAN 1: PHAN VIEC 1.1:

NOI DUNG Gii thieu lnh vc hoat ong cua khach san nho. Tai lieu nay se la mot cong cu hu ch cho ngi quan ly khach san nho va nhan vien cua ho.
VAI TRO VA CHC NANG CUA NGI QUAN LY KHACH SAN NHO S o to chc va vai tro cua ngi quan ly (Kien thc)
MO TA TIEU CHUAN Ban phai cho thc hanh nhng ky nang ma ban muon nhan vien thc hien. LY DO Cac hoat ong va moi trng lam viec trong khach san thng xuyen thay oi vi nhng phat trien mi trong nganh dch vu. TAI LIEU THAM KHAO Hospitality World, An Introduction H. E. Lane & De. Dupre, 1997.
Ban la ngi chu chot trong khach san nho, co nhiem vu va nhieu chc nang. Tai lieu nay trnh bay cac hoat ong va cac bo phan c ban nhat cua mot khach san nho. Mot khach san nho co t 40-50 buong, cung cap dch vu an uong n gian (mot nha hang va mot quay bar). e giup ban trien khai cac hoat ong hang ngay cua mot khach san nho.
Ban phai luon hien dien trc khach va nhan vien.
Ban phai rat linh hoat va co kha nang thch ng cao.
Chung toi khuyen khch cac nha quan ly khach san s dung tai lieu nay v no giup tiet kiem chi ph, tr thanh nha quan ly khach san tot hn va cuoi cung ban se thch thu vi cong viec cua mnh.
Introduction to the Hospitality Industry, 2006. T. Powers
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NOI DUNG 1. Th bac trong khach san
MO TA Cong viec cua ngi quan ly la the hien long men khach, ch khong ch la ieu hanh khach san. Khach la ngi quan trong nhat trong khach san. Dch vu co ngha la "hanh ong hoac phng tien phuc vu". Phuc vu la "cung cap hang hoa va dch vu cho khach". Ngay nay, khach co nhu cau ngay cang cao va mong muon co them gia tr gia tang trong cac dch vu.
TIEU CHUAN Khach Nhan vien Nhan vien giam sat Ngi quan ly Chu khach san
LY DO Khach chnh la ly do e chung ta co khach san.
TAI LIEU THAM KHAO Xem tai lieu neu phan tren.
Dch vu la mot cau phan quan trong va phc hp cua nganh khach san.
2. Nhiem vu cua khach san
em en cho khach s on tiep niem n, thoai mai, vui ve trong mot khach san sach se va an toan suot thi gian lu tru.
Khach vui ve va nhan vien hai long.
Moi khach san nho eu co phong ca c h rie n g. Ba n phai the hien c phong cach o trong qua trnh phuc vu. Cho thue buong, phuc vu an uong cho khach trong thi gian lu tru tai khach san.
Xem tai lieu neu phan tren.
3. Nhng bo phan chnh
La ni phan ln nhan vien khach san lam viec va tiep xuc hang ngay vi khach. Bo phan Le tan va Nha hang la ni tao nhieu doanh thu nhat. Cung cap thong tin, kien thc hu ch va ho tr ngi quan ly a ra cac quyet nh.
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Le tan Phuc vu buong Nha hang An ninh
4. Nhng bo phan ho tr
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Marketing Nhan s Ke toan
NOI DUNG 5. To chc cua mot khach san nho.
MO TA Ngi quan ly
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TIEU CHUAN Ngi quan ly giam sat cac bo phan. Ngi quan ly phai a nang. Ngi quan ly phai biet va lam c nhieu viec.
LY DO Do so lng nhan vien han che, nen ban can phai biet ro cong viec cua ho va co kha nang thay the khi can thiet.
Le tan Phuc vu buong
Nha hang Quay bar
Marketing Nhan s Ke toan

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6. Vai tro cua ngi quan ly.
Mang lai s hai long cho khach va tao cho ho cam giac thoai mai, than thien nh nha.
Nhn vao mat khach. Danh thi gian chuyen tro vi khach va nhan vien. An tng ban au se tao nen cam nhan chung cho khach trong suot thi gian lu tru. Phat huy nang lc cua moi ngi e at c muc tieu cua khach san.
Cam nhan thai o cua khach khi en khach san.
La ngi dan dat nhan vien e at c muc tieu ngi chu khach san e ra. Quan ly cac hoat ong hang ngay, lap ke hoach cho tng lai va linh hoat trong ieu chnh chien lc e khach san ton tai va phat trien tot hn. Ben canh nhng cong viec chnh cua mot ngi quan ly, ban con phai thc hien nhieu viec khac theo thi gian bieu hang ngay, hang thang, hang nam e am bao khach san hoat ong tot.
e biet khach san ang hoat ong ra sao.
Ban khong the mot mnh quan ly khach san.
Khach san hoat ong suot 24 gi trong bay ngay.
Khach san hoat ong 365 ngay trong nam, 24 gi mot ngay. Luon luon co khach khach san.
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NOI DUNG 7. An tng au tien rat quan trong oi vi khach
MO TA Cam nhan cam giac cua khach khi en khach san. S hai long cua khach la muc ch ban muon at c.
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TIEU CHUAN Dao qua khu vc le tan hang ngay. Quan sat viec on tiep khach quay le tan e nhan biet nhng trai nghiem cua ho. Khu vc sanh va ni cong cong phai ep e, gon gang, tao bau khong kh am ap sach se va than thien.
LY DO e co nhng y tng mi
Khu vc sanh va ca ra vao la ni phan anh tot nhat hnh anh cua khach san. Moi nhan vien eu hng ti s hai long cua khach.
Moi nhan vien trong khach san, bat ke v tr nao, eu co trach nhiem mang en cho khach dch vu tot. Dch vu tot la mot quy trnh hoat ong theo trnh t ch khong phai mot chuoi cac hoat ong.
Day chuye n ch cha c chan khi khong co mat xch nao yeu.
8. Nganh khach san.
La nganh phat trien nhanh nhat va tao nhieu viec lam hn bat c nganh hay lnh vc nao tren the gii.
Cac khach san nho gi vai tro quan trong trong nganh khach san va chiem hn 50% tong so buong khach san tren the gii.
Lnh vc khach san cua Viet Nam ang phat trien nhanh va co nhieu khach san nho tren pham vi ca nc.

NOI DUNG 1. S lanh ao
VAI TRO VA CHC NANG CUA NGI QUAN LY KHACH SAN NHO Quan ly khach san nho (Kien thc)
MO TA TIEU CHUAN
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LY DO Ban phai to ro kha nang lanh ao. Lanh ao la thuc ay nhan vien hoat ong tch cc, tao ieu kien e nhan vien xay dng khach san tot nh ban mong muon.
TAI LIEU KIEN THC Tai lieu Ky nang giam sat.
La s quan ly va giam sat tnh trang dch vu cua khach san.
Co ban cong bo nhiem vu cu the. at ra cac muc tieu. Truyen at va chia se thong tin. San sang thch ng va ieu chnh e cai tien tot hn. T anh gia vai tro cong viec cua mnh vi t cach la ngi quan ly.
Mot ngi lanh ao gioi phai co chien lc, co kha nang truyen at chien lc o ti nhan vien va no lc e at c cac muc tieu e ra.
Lanh ao gioi mang lai s thnh vng neu co nhng ky nang sau: Muc tieu: am bao at muc tieu. Lang nghe: biet lang nghe. Truyen at: chnh xac, ro rang. Giam sat: thay c nhng g ang dien ra. Thuc ay: tao ieu kien thuan li, co the trc tiep thc hien khi can thiet.
Moi nhan vien eu phai biet ve chien lc kinh doanh cua khach san, e cung phan au at muc tieu va phoi hp nhp nhang cac hoat ong vi nhau.
International Human Resource Management in the Hospitality Industry Hofman,S. Johnson,C. Lefever, M., 2000 Education Institute American Hotel and Hotel Association
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NOI DUNG 2. ong lc
MO TA Nhan vien co ong lc lam viec la rat quan trong. Ho luon tch cc san sang lam viec het mnh va giup ban - ngi quan ly - at muc tieu, duy tr tieu chuan; la ngi luon hai long va t hao ve khach san cua ban. Nhan vien chnh la nhng khach noi bo cua khach san.
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TIEU CHUAN c th thach va tin cay. c tham gia cac hoat ong va c lang nghe. c khen ngi ung luc. c truyen at va chia se thong tin. c cung ca p tho n g tin phan hoi. Cu the. Chnh xac la viec g? V sao phai lam viec o? V sao ban giao quyen lam viec o? V sao viec o quan trong? Cung cap nguon lc, vat chat va quyen han can thiet cho nhan vien e thc thi cong viec o. Co thi han ro rang.
LY DO Nhan vien la tai san quy gia cua khach san. e mat nhan vien la that thoat cua khach san. Nhan vien gan bo vi khach san se giup giam chi ph. Nhan vien khong c ong vien va khuyen khch t khi phan nan trc tiep.
3. Giao viec
Giao viec tc la giao mot phan cong viec cua ban cho nhan vien. Bang cach o, ban trao trach nhiem va quyen giai quyet cong viec cho nhan vien (tuy nhien ban van la ngi chu trach nhiem chnh). Tom lai, ban trao mot phan trach nhiem cho nhan vien.
Giao viec cho nhan vien la mot yeu to quan trong e at muc tieu chung. Ngi quan ly gioi la ngi biet giao viec va phat huy het nang lc lam viec cua nhan vien.
Tai lieu Ky nang giam sat.
NOI DUNG 4. Ngi chu chot
MO TA Ngi quan ly khach san nho la ngi chu chot: Ngi lanh ao co khat vong va chuyen tam vao cong viec se lam gng cho nhan vien. Cong viec lanh ao oi hoi ban lang le quan sat t tuyen sau.
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TIEU CHUAN Ban phai luon hien dien.
LY DO Ban ch co the co mat mot ni tai moi thi iem.
TAI LIEU KIEN THC
Ban phai luon san sang gap khach.
Long men khach va dch vu chat lng cao ac trng cho khach san cua ban se la ly do e khach tr lai.
e khach hai long vi ca oi ngu nhan vien.
5. Tam nhn va ban cong bo nhiem vu
Ban phai co tam nhn va co kha nang truyen at tam nhn o cho nhng ngi quanh ban.
Co ban cong bo nhiem vu:

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Khach hang vui ve hai long. Nhan vien vui ve lam viec nang suat, co viec lam on nh va lau dai. am bao li nhuan cho nha au t e co the duy tr va phat trien kinh doanh.
Mo ta ro rang nhng ieu ban muon khach san at c.
Introduction to the Hospitality Industry, 2006. T. Powers
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NOI DUNG 6. Cac bc
MO TA Chia thanh cac muc tieu co the at c.

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TIEU CHUAN Cac muc tieu tai chnh (Gia buong bnh quan, cong suat s dung buong va li nhuan).
LY DO Moi trng va the gii ang thay oi. Doanh nghiep khong c dam chan tai cho ma can phai thch ng vi nhng thay oi o.
TAI LIEU KIEN THC
Trao oi ve muc tieu ban at ra. Can c tren tam nhn va cac muc tieu cua ban e a ra quyet nh.
Khach hai long.
e nhan vien anh gia mc o thanh cong cua ho. Nhng quyet nh hang ngay ve marketing va ao tao.
NOI DUNG 7. Nhan vien cua ban
MO TA Nhan vien CHNH LA khach san.

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TIEU CHUAN Trach nhien cua ban la cung cap cho nhan vien cong cu e ho lam viec hieu qua. La ngi lanh ao. La tam gng cho nhan vien. Giao viec va ong vien.
LY DO 24 gi hoat ong trong suot 365 ngay mot nam.
San pham cua khach san bat au t s giao tiep tot gia nhan vien va khach. Quan trong hn, o la viec nhan vien c quan ly ung cach!
Giao quyen.
c giao quyen ngha la nhan vien co the a ra quyet nh. Trach nhiem la bc tiep theo: nhan vien co nhiem vu giup khach!
Giao trach nhiem va khuyen khch thng.
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NOI DUNG 8. Nhng thach thc oi vi ngi quan ly khach san nho
MO TA Moi trng a van hoa va a ngon ng la thach thc chnh oi vi cac khach san hien ai ang phat trien Viet Nam.
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TIEU CHUAN Ngon ng: Tieng Anh c s dung rong rai. Lap ke hoach keo dai thi gian lam viec cua mot so bo phan, rieng bo phan Le tan hoat ong 24 gi. Tap quan va van hoa.
LY DO Khach san co nhieu nhan vien noi nhieu ngon ng. Khach en t cac vung khac nhau tren the gii.
TAI LIEU KIEN THC
Co s khac biet ve tap qua n va va n hoa gi a dan a phng va khach nc ngoai. Nhan vien muon c lam viec trong moi trng chuyen nghiep.
Cong tac nhan s.
An ninh. Cac quy nh cua chnh phu. Tuyen dung va sa thai. Lu ho s. Cac moi quan he vi nhan vien. Noi quy lao ong. Xem Cong viec so 6.1. Gii thieu ve chc nang quan ly nhan s. Ho s tuyen dung, ao tao giup ngi quan ly co quyet nh nhan s phu hp. Introduction to the Hospitality Industry, 2005. T. Powers
9. Cong tac nhan s
Ho tr moi nhan vien trong khach san.
Pha n nh ro ch c na n g nhiem vu.
NOI DUNG 10. Cong tac ke toan va kiem soat
MO TA Quan ly tai chnh cua khach san.

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TIEU CHUAN Lu tr ho s, phan tch, tom tat, va thong tin bao cao tai chnh. Lap ngan sach. Bao cao. Kiem soat tien mat va doanh thu. Xac nh th trng. Quang cao. Cac hoat ong cong chung (PR). So lieu thong ke. Th t cong viec. Kiem tra nh ky. Bao tr bao dng. Phan tch cach thc tiet kiem nc va nang lng. Le tan. Phuc vu Buong. Nha hang. An ninh.
LY DO Lam bao cao phuc vu cac muc ch nh thue, co ong, ben cho vay va e quan ly.
TAI LIEU KIEN THC Introduction to the Hospitality Industry, 2005. T. Powers Xem phan 5: Ke toan.
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11. Marketing va ban hang
Trien khai cac hoat ong e toi a hoa s hai long cua khach va doanh thu.
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Tap trung vao doanh thu. Thng Buong ch co the c ban mot lan trong 24 gi. ai dien cho chu va hnh anh cua khach san.
Introduction to the Hospitality Industry, 2005. T. Powers. Xem phan 7: Marketing
12. Bao tr bao dng
Kiem tra cac khu vc trong cua khach san. e gi cho khach san, cac toa nha va khuon vien bao quanh luon trong ieu kien hoat ong tot.
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Bang can oi tai san bao gom toa nha va cac tai san khac (o go, o ac co nh va trang thiet b).
Introduction to the Hospitality Industry, 2005. T. Powers.
13. Giam sat cac bo phan nghiep vu chnh
Giam sat, hng dan trng cac bo phan thc hien cong viec va trach nhiem hang ngay.
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Ngi quan ly khach san nho la ngi chu trach nhiem cuoi cung oi vi cac hoat ong hang ngay cua khach san nham at muc tieu ln - s hai long cua khach.
Introduction to the Hospitality Industry, 2005. T. Powers.
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BC 1. Chc nang chnh cua ngi quan ly khach san nho
VAI TRO VA CHC NANG CUA NGI QUAN LY KHACH SAN NHO Chc nang va cong viec hang ngay cua ngi quan ly khach san
CACH LAM TIEU CHUAN
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LY DO Thu xe p quy th i gian thch hp hang ngay e hoa n tha n h da n nh n g phan viec nay.
KIEN THC Introduction to the Hospitality Industry, 2005. T.Powers.
Tuy thuoc vao quy mo khach san va so lng nhan vien, ngi quan ly co the bao quat, giam sat hoac trc tiep thc hien cong viec.
Giam sat nguon thu. Giam sat chi tieu. Giam sat bang lng. Kiem tra chat lng. Marketing. Kiem tra cac dch vu a at. Tra li th. Giai quyet cac van e quan trong. Ke toan. Cong tac va ke hoach nhan s. Bao ca o tha n g cho chu khach san. D ca c buo i ho p ngoa i khach san (tai a phng, hiep hoi du lch, c quan quan ly du lch).
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BC 2. Cong viec hang ngay cua ngi quan ly
CACH LAM Len lch kie m tra th n g xuyen cac hoat ong hang ngay hoac oi khi kiem tra hai lan trong ngay. Ban can lap danh muc cac cong viec can kiem tra.
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TIEU CHUAN Luon hien dien. e quan ly cac hoat ong hang ngay. e khuyen khch nhan vien. e ho tr nhan vien.
LY DO e am bao cac hoat ong c trien khai suon se.
KIEN THC Hotel and Lodging Management: An Introduction Alan T. Stutts and James Wortman Wiley; 2 edition, 2005
3. Cong viec chung
Lang nghe, theo doi giai quyet nhng van e cua khach va nhan vien. Co the o la li phan nan hoac li khen cua khach.
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Giai quyet ngay trong ngay. Co gang ap ng tot hn s mong i.
Nhan vien co the mac loi trong qua trnh lam viec. Sa loi cang sm cang tot la mot phan cua dch vu. V du, viet th cho v khach co van e phan nan, hoac gi hoa /gio trai cay cho v khach co thai o khong hai long. Can quan tam ac biet en am ci, hoi hop, khach VIP, khach oan.
Nhng s kien ac biet trong ngay. anh gia va x ly phieu tham do hoac nhan xet cua khach.
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BC 4. Le tan
CACH LAM Phong lam viec cua ban nen bo tr gan bo phan le tan. Le tan la bo phan trung tam cua khach san. Phan ln cac thong tin truyen at en va i eu thong qua bo phan le tan.
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TIEU CHUAN
LY DO
KIEN THC Tai lieu hng dan Tieu chuan ky nang nghe du lch Viet Nam - Nghiep vu Le tan.
Kiem tra danh sach khach en hom nay va hom sau. Xem d bao khach en trong 7 ngay ti va trong thang ti. Lu y cac khach oan, khach ac biet va khach VIP. Theo doi giai quyet cac phong khach can sa cha. Bao quan cha khoa d phong. oc bao cao va theo doi bao cao cac ca lam viec Theo doi gia buong va viec nhap d lieu.
Le tan la khu vc can co nhan vien lam viec 24 gi mot ngay.
An tng au tien va cuoi cung cua khach ve khach san chnh la bo phan le tan.
Khach se tm en le tan e hoi thong tin, phan nan hay n gian la e khen ngi.
BC 5. Khach
CACH LAM Chao on va phuc vu khach chu ao. Nhan vien cua ban phai tap trung vao viec phuc vu chu ao trong thi gian khach lu tru.
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TIEU CHUAN Luon san sang phuc vu khach. Chao tng khach khi ho en khach san (neu co the). i dao xung quanh khu vc khach san va chuyen tro vi khach. Gii thieu khach vi nhan vien va ngc lai. Nh va goi ten khach khi giao tiep. Co th chao mng khach, co ten va ch ky cua ban. Chao tng nhan vien va the hien s quan tam cua ban. Kiem tra lch lam viec cua nhan vien. Cap nhat thong tin lien quan en tng nhan vien. Tham d hoac chu tr hoi y au ca. Quan tam theo doi cac nhan vien ngh om. on nhan nhan vien mi.
LY DO Khi khach noi cho ban biet nhng trai nghiem cua ho, th o la c hoi tot nhat e ban the hien s quan tam en ho, va ieu o giup a khach tr lai khach san cua ban.
6. Nhan vien
Ban nen kiem tra xem so lng nhan vien u cho ngay lam viec va ho co i lam ung gi khong.
Nhan vien la nhan to am bao s hai long va thoa man cua khach.
Tai lieu Ky nang giam sat. Xem cong viec so 7. Quan ly nhan s.
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BC 7. Khach san va khuon vien
CACH LAM ay la phan gay an tng au tien va mang lai nhng trai nghiem sau am ma ch rieng khach san cua ban co.
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TIEU CHUAN Kiem tra cac khu vc (pha trc va sau khach san), t nhat la hai lan mot ngay. Kiem tra khu vc cong cong va phong ve sinh. Kiem tra ca sau danh cho nha cung cap hang va khu vc e rac thai. Kiem tra tnh trang bao dng hang ngay va bao dng phong nga. Kiem tra khu vc vn va khuon vien khach san. Kiem tra theo danh muc chat lng 2 phong mot ngay trc khi ban buong. Kiem soat sinh vat gay hai. Cong viec lau don khac. Bo tr nhan vien.
LY DO e am bao sach se.
e tranh nguy c hoa hoan. V ly do an toan. V ly do an ninh. Luon gi an tng ban au tot ep.
8. Phuc vu Buong
Chu trach nhiem don ve sinh, bao dng cac phong khach va khu vc cong cong cua khach san.
90 % khach du lch tren the gii cho rang ly do ho tr lai khach san la van e ve sinh sach se.
Tai lieu Tieu chuan ky nang nghe du lch Viet Nam - Nghiep vu Buong.
BC 9. Phuc vu An uong
CACH LAM Cung cap va phuc vu an sang, an tra, an toi va o uong cho khach cua khach san.
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TIEU CHUAN Kiem tra ban buffet, bai tr, sap xep nha hang trc khi m ca. Kiem tra tu lanh va kho cha o an. Xuat thc pham, o uong va cac vat dung khac. oc va nam tnh hnh trong so giao ca cua Bo phan Bao ve. Kiem tra loi thoat hiem va ca thoat hiem. am bao cac ca buong khach va phong kho c khoa. Thng xuyen kiem tra quy nh ve an ninh.
LY DO ay la mot kinh nghiem trong nghe khach san. Hau het cac khach san co phuc vu an sang.
KIEN THC Tai lieu hng dan Tieu chuan ky nang nghe du lch Viet Nam - Nghiep vu Nha hang.
10. An ninh
Bao am an ninh cho khach san, an toan cho nhan vien va khach. Bao ve tai san cua khach san va cua khach. Cac quy nh va ch dan ve an ninh an toan phai at ni de nhn thay.
Sau s kien 9/11 th an ninh la mot trong nhng ly do quan trong nhat khien khach chon khach san.
Tai lieu hng dan Tieu chuan ky nang nghe du lch Viet Nam - Nghiep vu An ninh khach san.
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BC 1. Nhng nhiem vu chnh trong cac hoat ong cua khach san nho.
VAI TRO VA CHC NANG CUA NGI QUAN LY KHACH SAN NHO Trach nhiem chnh cua ngi quan ly khach san nho trong viec kiem soat noi bo
CACH LAM TIEU CHUAN
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LY DO e am bao doanh thu u va ung.
KIEN THC Xem Phan viec 5.1. Hieu cac khai niem c ban ve ke toan.
Kiem soat noi bo cac hoat ong cua khach san la trach nhiem chnh cua ngi quan ly.
Thu tien mat. Chi tien mat. Ban hang. Tra lng. Cong n. Hang hoa ton kho. Mua sam. Tong quat. Xem tat ca cac th t, liet ke cac phieu thu va lu mot ban sao. Kiem quy tien mat trong ngay va oi chieu vi so d n trong so ke toan. oi chieu phieu thu vi cac khoan thu tien mat ghi nhan trong so.
e am bao khong co s nham lan hay mac loi trong khau tai chnh.
2. Danh muc nhng nhiem vu chnh
Thu tien mat
Xem Phan viec 5.4 Quan ly tien mat.
BC
CACH LAM Chi tien mat

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TIEU CHUAN Ky phieu chi. Ra soat cac chng t. Ch s dung cac phieu chi a c anh so trc va hach toan vao tai khoan nhng phieu chi a c ky. nh ky tong hp cac phieu chi va oi chieu vi so d co trong so cai ke toan. Cat gi so ke toan trong tu co khoa va g bo cuon hoa n ban le khoi may tnh khi khong co nhu cau s dung. oi chieu hoa n ban le vi tong tien trong tai khoan n va tai khoan co. Kiem tra bang lng (hay so lng) co ghi ten nhan vien, tong tien lng, so gi lam viec, khoan khau tr va lng thc te. oi chieu phan chi lng thc te vi quy lng phai chi. Phieu chi lng.
LY DO
KIEN THC Xem Phan viec 5.4 Quan ly tien mat.
Ban hang
Thanh toan tien lng
Xem cong viec 6.3 Hp ong lao ong va lng va Phan viec 5.7 Bao cao cuoi thang.
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BC
CACH LAM Tai khoan thu

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TIEU CHUAN Ra soat tai khoan thu. oi chieu tng khoan n va gi giay bao n. Giai quyet cac so d tai khoan ang tranh chap. Giam sat nh ky hoac kiem ke tai san. oi chieu ket qua kiem ke tai san vi so kiem ke. oi chieu tong gia tr hang xuat kho vi tong gia von hang ban ra trong tng thang, kiem tra s chenh lech va ty le hao hut. Kiem tra ngau nhien bang chao gia oi vi cac hang hoa a mua va a nhap kho. S dung c che va tai khoan rieng cho viec at mua hang. oi chieu ngau nhien yeu cau mua hang vi phieu nhan hang, hoa n vi giay bao n cua ngi ban.
LY DO
KIEN THC Xem cong viec so 5.2 Thc hanh ke toan va thuat ng ke toan. Xem phan viec so 5.8 Bao cao cuoi thang.
Kiem ke
Xem phan viec so 5.8 Bao cao cuoi thang. Xem phan viec so 5.3 He thong kiem soat.
Mua sam
Xem phan viec so 5.8 Bao cao cuoi thang.
BC
CACH LAM Tong quat

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TIEU CHUAN Kiem tra toan bo so ke toan. Tuyen nhan vien ke toan co nang lc va ang tin cay. Thue cong ty kiem toan oc lap tien hanh kiem toan nh ky hang nam, kiem toan ot xuat tai khoan tien mat, kiem ke va chng t thu.
LY DO
KIEN THC Xem phan viec so 5.8 Bao cao cuoi thang.
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VAI TRO VA CHC NANG CUA NGI QUAN LY KHACH SAN NHO Cham soc khach vi cng v la ngi quan ly khach san (Kien thc)
1. Khach la ai va Khach la nh the nao
Khach la ngi quan trong nhat trong kinh doanh khach san.
Bat c khach nao en khach san cua ban eu la nhan vat quan trong. Tat ca nhan vien khach san co trach nhiem phuc vu khach nhanh chong va hieu qua. Khach san phai hng dan cho khach chu ao ke ca nhng ngi khong ngh tai khach san.
Khach khong phu thuoc vao chung ta, ma chung ta phu thuoc vao ho. Khach la mot phan cong viec cua chung ta, ho khong phai la ngi ngoai cuoc. Cong vec cua chung ta la ap ng nhu cau cua khach, nghe nghiep cua chung ta la lam viec phuc vu khach o la viec cua nganh khach san tren toan the gii Cang i nhieu khach hang hay so sanh cac khach san vi nhau.
Hospitality World, An Introduction H.E. Lane & D. Dupre 1997
Khach khong lam gian oan cong viec cua ban, ma la ly do e ban lam viec. Khach mang en cho ban ac an khi goi ien thoai en khach san, ch khong phai ban mang ac an cho khach qua viec phuc vu ho. Khach la mot ngi cu the. Khong phai la ngi e ban tranh luan hay ua ct. Khach la ngi a ra yeu cau va ban co trach nhiem thc hien cac yeu cau o. Khach la ngi xng ang c oi x trong th va lch s - khach san co the lam c ieu o cho khach.
Introduction to the Hospitality Industry, 2006. T.Power
NOI DUNG 2. "Khach khong quan tam en viec ban biet nhieu hay t, ho ch quan tam ban cham soc ho en au." Leonard Schlesinger 3. Chu trong vao khach
MO TA o la ket qua cu the.

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TIEU CHUAN Khach trai nghiem, anh gia s cham soc va phuc vu cua ban. Hay hai long va vui ve khi tiep nhan y kien phan hoi t khach.
LY DO
KIEN THC Xem tai lieu nh a neu phan tren.
Co khach, khach san se co doanh thu.
Mot san pham tot (bao gom tat ca cac yeu to/bo phan buong, nha hang, ve sinh, v.v..) oi hoi phai co s au t. Khach khong hai long se khong bao gi tr lai.
Marketing, quang ba va quang cao tot se ton kem chi ph.
Xem tai lieu nh a neu phan tren.
e mat khach la mat nguon thu.
Viec ban hang trong tng lai se khong c am bao, ong ngha vi viec mat i mot phan chi ph quang cao. Xet ve phng dien chi ph marketing va quang cao, khach tr lai khach san mang lai hieu qua kinh te cao. Toan bo chi ph cho marketing, quang cao va quan he cong chung vi muc ch thu hut khach en khach san se c bu lai t nhng lan ngh cua khach tai khach san.
Khach quay tr lai khach san mang lai hieu qua kinh doanh.
Xet ve phng dien chi ph marketing va quang cao, khach tr lai khach san mang lai hieu qua kinh te cao. n gian la ho se khong bao gi tr lai.
90% khach khong hai long khong bao gi phan nan.
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NOI DUNG 4. Chieu long khach
MO TA Hieu ro khach cua mnh se giup ban tm c cach rieng e khach cam thay c chao on, c e cao, ac biet, va quan trong. Chuan b trc khi khach nhan phong.
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TIEU CHUAN Mot gio qua hay lang hoa nho trong phong khi khach en se lam khach cam thay la ngi quan trong.
LY DO An tng tot ban au khong ton kem nhieu chi ph.
KIEN THC Xem tai lieu nh a neu phan tren.
Khach tr lai. Cac dp ky niem, ngay sinh nhat hay dp ac biet. Thong tin ve khach. Chao khach. Thap tung khach en tan buong. Khi khach tra buong, chao tam biet.
Cam thay c nhan biet va vt qua s mong i.
ch than chao on va chao tam biet khach.
The hien s phuc vu chu ao cua ban/ nhan vien.

BC 5. X ly phan nan cua khach
VAI TRO VA CHC NANG CUA NGI QUAN LY KHACH SAN NHO Cham soc khach vi cng v la ngi quan ly khach san
CACH LAM TIEU CHUAN
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LY DO Trong qua trnh phuc vu co the co sai sot. Khach luon anh gia cao no lc giai quyet phan nan hay sa sai cua ban.
KIEN THC Xem Tai lieu Tieu chuan ky nang nghe du lch Viet Nam Nghiep vu Le tan.
X ly phan nan cua khach. Ban co c hoi e sa sai.
Lu y ngay lap tc. Co the la phan nan bang li noi hoac th. Luon theo sat e giai quyet phan nan cua khach. Cam n khach (a cho ban biet s viec). Co gang a khach ra khoi khu vc le tan.
Lang nghe
Lang nghe khach vi thai o ung mc.
e co the trao oi rieng vi khach ma khong lam anh hng en ngi xung quanh. Nh vay khach co the bnh tnh lai. e chng to ban rat quan tam en van e cua khach va a ghi lai nhng chi tiet quan trong ma khach khong can phai nhac lai lan th hai. Thai o khong lch s co the lam khach bc mnh hn.
e khach xa noi bc mnh.
Ghi lai neu can thiet.
Tranh ngat li khach.
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BC Bay to s thong cam
CACH LAM Bang cach to thai o ung mc.

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TIEU CHUAN Nhn vao mat khach. Gat au va hang giong. Cam n khach a bao cho biet s viec.
LY DO The hien cho khach thay ban ang lang nghe.
KIEN THC
Bang viec thong bao s viec, khach cho ban c hoi e sa sai. e chng to ban co trach nhiem va se x ly van e (tuy rang ban khong phai la ngi gay ra loi). e chng to ban lay lam tiec v khach gap van e rac roi. e chng to ban biet ro khach, tao bau khong kh than mat hn.
Dung ai t TOI.
Xin loi
Bang cau Toi that s lay lam tiec v s viec a xay ra, tha ong/ba TEN KHACH.
Xin loi.
Goi ten khach.
BC Thong bao cho khach biet viec ban sap lam
CACH LAM Giai thch viec ban nh lam.

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TIEU CHUAN a ra mot vai la chon cho khach (neu co the). e am bao rang ban ch ha nhng ieu chac chan co the thc hien. Khong bao gi o loi cho nhan vien.
LY DO
KIEN THC
Neu ban ha nhng ieu khong thc hien c, khach se cang that vong hn. Ban la ngi quan ly khach san va chu trach nhiem ve nhan vien. e am bao hng giai quyet cua ban c khach ong tnh. Vi nhng tnh huong ban thay kho giai quyet, tot hn ca la bao vi cap tren e tm cach giai quyet.
Kiem tra xem khach co ong y vi e xuat giai quyet cua ban.
Neu nhan vien cua ban thay khong thoai mai khi giai quyet phan nan cua khach hay luon khuyen khch ho lien he vi ngi giam sat hoac quan ly e giai quyet tnh the.
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BC Lien he vi nhng ngi lien quan e giai quyet s viec
CACH LAM Lien he vi nhng bo phan lien quan e giai quyet s viec.
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TIEU CHUAN Gia i thch s vie c kha c h phan nan. Noi ro nhng iem ban ong y vi khach. Co c s cam ket cua cac bo phan/ngi lien quan e giai quyet s viec. Yeu cau bo phan o a ra han chot giai quyet phan nan. Yeu cau bo phan o thong bao cho ban khi s viec a c giai quyet. So ghi chep y kien phan nan cua khach can co nhng noi dung sau: - Ngay thang - Ten khach - So buong cua khach - Thi gian nhan phan nan cua khach - Noi dung phan nan - Thi gian giai quyet xong s viec - Ten cua ban - Kien ngh
LY DO e am bao rang bo phan lien quan hieu ro van e phan nan cua khach va cam ket giai quyet dt iem.
KIEN THC
Ban van chu trach nhiem ve van e.
Ghi lai li phan nan
Ghi lai s viec vao so.
Vi so ghi chep y kien phan nan cua khach, khach san co the biet c so lng va thc chat cua nhng li phan nan e tranh lap lai.
BC Lien he vi khach
CACH LAM Bang cach goi ien thoai cho khach.

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TIEU CHUAN Kiem tra xem khach co hai long khong.
LY DO e am bao khach hoan toan hai long vi s viec a giai quyet. e cuoc noi chuyen than mat hn. e khach co c hoi yeu cau them nhng dch vu khac. e rut kinh nghiem va tranh lap lai sai sot. e ieu chnh tieu chuan va quy trnh cua khach san hp ly hn.
KIEN THC
Goi ten khach.
Kiem tra xem ban co the phuc vu g them cho khach. Ban bac rieng vi nhan vien lien quan.
Ban bac e giai quyet phan nan
Ban bac vi nhan vien va trng bo phan lien quan e giai quyet phan nan. Thong iep ti nhan vien la khach san cam n khach a cho biet s viec.
Ban bac trong cuoc hop bo phan hoac khach san vi cac nhan vien ma khong nhac en ten khach. Ban bac cach giai quyet va tranh lap lai sai sot. ieu chnh tieu chuan va quy trnh cua khach san cho phu hp.
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BC 6. Nhan li khen ngi
CACH LAM Tng t nh giai quyet phan nan.

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TIEU CHUAN Ghi lai ten va so buong cua khach. Ghi lai ten cua nhan vien hay bo phan lien quan. Luon cam n khach a cho biet s viec. Thong bao cho nhan vien, bo phan ve li ngi khen cua khach (bang th noi bo). Photo th khen ngi cua khach. Lu lai trong ho s nhan vien. e cap, bao cao va thao luan ve li ngi khen cua khach trong buoi hop nhan vien tiep theo.
LY DO Cho khach thay ban anh gia cao thien ch cua ho khi ngi khen bang li hay gi th cho khach san.
KIEN THC
La ong lc tch cc khuyen khch nhan vien khach san. X ly phan nan hay nhan li ngi khen eu rat quan trong!
Nhng y kien phan hoi tch cc t khach la ong lc khuyen khch nhan vien khach san duy tr va nang cao tieu chuan dch vu.
PHAN 2: QUAN LY NGHIEP VU BUONG

Gii thieu
Bo phan Buong chuyen nghiep va hieu qua la yeu to then chot quyet nh s thanh cong cua mot khach san nho. Ve sinh sach se la mot trong nhng ly do quan trong e khach chon va tr lai khach san. Nhan vien phuc vu buong co anh hng ln en viec giam chi ph bao dng bao quan cac thiet b. Ho cung la nhng tac nhan quan trong lam cho khach cam thay thoai mai khi khach san.
Nhan vien phuc vu buong can phai co kien thc ve nhng ieu sau ay:
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Cac hoa chat tay ra. Thi gian bieu cua nhan vien. Quy trnh don buong ac biet. X ly vi khach va nhan vien. Bao quan tai san.
Tham khao Tai lieu Tieu chuan ky nang nghe du lch Viet Nam VTOS - Nghiep vu Buong e co them thong tin chi tiet.
PHAN PHAN PHAN PHAN
VIEC VIEC VIEC VIEC
2.1: 2.2: 2.3: 2.4:
An ninh va an toan Phong o vai Kiem tra tnh trang buong Bao dng
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PHAN II: QUAN LY NGHIEP VU BUONG PHAN VIEC 2.2: PHONG O VAI
PHONG O VAI PHAI C SAP XEP THEO HE THONG VA GON GANG
GIAO NHAN O VAI
O SACH VA BAN PHAI C CAT GI UNG NI QUY NH
PHAN VIEC 2.3:
KIEM TRA TNH TRANG BUONG
DANH MUC KIEM TRA TNH TRANG PHONG NGU/PHONG TAM
NHAN VIEN PHUC VU BUONG PHAI CO DANH MUC KIEM TRA CHO TNG BUONG
NGI CHU/NGI QUAN LY PHAI KIEM TRA TAI CHO E AM BAO CAC TIEU CHUAN CHAT LNG C DUY TR TOT TRONG KHACH SAN
NGI CHU/NGI QUAN LY PHAI KIEM TRA OT XUAT E AM BAO CAC TIEU CHUAN VE SINH C DUY TR TOT
KIEM TRA HANG NGAY KHU VC CONG CONG
QUAN LY NGHIEP VU BUONG An ninh va an toan
An toan la van e quan trong khong the bo qua. Nhan vien phuc vu buong tiep xuc vi cac chat tay ra va cac thiet b co the gay hai neu khong s dung ung cach. Nhan vien phuc vu buong khong c phep t do vao buong khach hay cac khu vc cong cong khac trong khach san. BC 1. Nhan mac CACH LAM Tat ca chai lo, hop v..v eu phai dan nhan mac ay u.
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TIEU CHUAN Khong c loai bo nhan mac ghi ten thanh phan cha ben trong bao b. Neu nhan mac b bong, phai lap tc dan lai.
LY DO Khong co nhan mac co the dan en viec s dung sai muc ch, gay nguy hiem.
KIEN THC Xem Tai lieu Tieu chuan ky nang nghe du lch Viet Nam Nghiep vu Buong. Nha cung cap la ngi ao tao cho nhan vien kien thc va cach s dung san pham, cung nh cung cap thong tin can thiet ve san pham.
2. Thang
Than trong khi dung thang.
Trc khi dung, thang phai c m chot khoa va e vng chac. Sau khi s dung, phai cat thang vao ung v tr quy nh. Khong s dung cac vat khac e leo treo. Luon s dung thang e leo treo.
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BC 3. San nha t
CACH LAM Vet t tren san nha phai c lau kho ngay e tranh trn trt gay tai nan.
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TIEU CHUAN Cac vet t, chat long, bot tren san nha phai c loai bo ngay lap tc. Phai trng bien bao tai cho san nha t. Can oc ky nhng hng dan va tai lieu trc khi s dung. Giam sat vien co trach nhiem am bao hng dan cho nhan vien cac quy trnh van hanh thiet b ma ho s dung. Khuyen khch nhan vien tm hieu cach s dung. Ngat ien khoi ban la, e t the thang ng, cat vao cho quy nh sau khi dung. Ban la va gia ui phai c gap lai va cat vao ni quy nh.
LY DO
KIEN THC
4. Tai lieu/Hng dan.
Tai lieu hng dan phai luon co san tai bo phan e nhan vien va ngi giam sat tham khao.
5. Ban la va cac phu kien
Co the gay chay, hoa hoan.
e tranh nguy c hoa hoan.
BC 6. An ninh khoa va cha khoa
CACH LAM Bo phan Buong quan ly khoa va cha khoa.

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TIEU CHUAN Ngi quan ly buong phai c tiep can bo cha khoa tong. Nhan vien phuc vu buong ch co cha khoa buong khach ma ho co nhiem vu phuc vu. Viec s dung cha khoa phai c ghi vao so theo doi tnh hnh ca lam viec, gom thi gian lay cha khoa, thi gian tra cha khoa, ngi s dung.
LY DO
KIEN THC
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NOI DUNG 1. Phong o vai
QUAN LY NGHIEP VU BUONG Phong o vai

MO TA TIEU CHUAN
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LY DO e am bao o vai c sap xep hp ly va de kiem em.
KIEN THC Xem Tai lieu Tieu chuan ky nang nghe du lch Viet Nam Nghiep vu Buong.
ay la ni chu chot cua bo phan buong.
Phai c sap xep theo he thong va gon gang.
2. Giao nhan o vai
Viec giao nhan o vai do mot nhan vien phu trach.
Sau khi nhan nhiem vu, nhan vien buong en phong o vai lay o cho buong khach mnh phuc vu. o vai xuat ra phai c ghi vao so theo doi ca lam viec vi nhng noi dung sau: - Ten nhan vien phuc vu buong. - Ngay, gi nhan o vai. - So buong va loai o vai a xuat. o vai ban tra ve phong vai va ghi vao so theo doi ca lam viec.
BC 3. o vai b hong
CACH LAM o vai cu hoac rach phai e rieng va ghi vao so e giam sat vien kiem tra.
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TIEU CHUAN Khong dung cac o vai cu hay rach. Giam sat vien se quyet nh sa o vai e a vao s dung tiep hay bo i. Cac o vai phai c kiem tra hang ngay. o vai sach phai c e tren gia. o vai ban phai c e trong gio va trong hop cha co nap ay. Khan t phai c giat la trong thi gian sm nhat. Khong cat o vai ban hay am trong tui nilon.
LY DO Kem tieu chuan.
KIEN THC
V vet ban, o hay giat cha sach. e khong kh lu thong, tranh mui am moc, con trung. e giam mui hoi.
4. Cat gi trong kho
o vai, ke ca o sach va ban phai c cat gi trong kho ung cach.
e tranh vet moc.
Vet ban va moc lam hong vai.
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QUAN LY NGHIEP VU BUONG Kiem tra tnh trang buong
Viec am bao tat ca buong khach sach se la rat quan trong. Can c tren tieu chuan chat lng, co mot so phng phap kiem tra cu the e am bao cac buong san sang on khach vao . Cac bc tien hanh c can c theo danh muc kiem tra. BC Danh muc kiem tra tnh trang buong ngu /phong tam CACH LAM Nhan vien phuc vu buong phai co danh muc kiem tra cho tng buong. anh dau vao cac muc a c kiem tra.
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TIEU CHUAN Danh muc kiem tra tnh trang buong phai a lai cho nhan vien giam sat, trong o ghi ten nhan vien phuc vu buong, so buong. Ngi chu/ngi quan ly cung phai kiem tra tai cho e am bao cac tieu chuan chat lng c duy tr tot trong khach san.
LY DO
Giup ngi quan ly xac nhan tieu chuan buong va tieu chuan chat lng.
DANH MUC KIEM TRA BUONG KHACH 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 17. 18. 19. 20. 21. 22. 23. 24. 25. 26. 27. 28. 29. 30. 31. 32. Anh sang, bong en, chao en He thong day dan Rem ca, moc treo, thanh treo rem, v.v.. Ging, lat em, kiem tra mat di em Tham ln, tham nho, san nha Tu quan ao, mac ao, en, tui ng o giat Cac ca so - sach Bien bao "Xin khong lam phien" Gat tan va diem Bang hng dan Kiem tra toan bo cac ngan keo Nen Phieu gop y/van phong pham Xo ng a hoac bnh nc Coc sach Tnh trang may ieu hoa/li loc sach Bang gia buong Quy nh phong chay va tnh huong khan cap Tnh trang tran nha, bui ban va mang nhen Tap thong tin Tranh treo tng Tnh trang tng Gam ging - sach se o trong tu o uong - Mini bar (neu co) Khoa ca ien thoai Tivi/ai Ban la va gia ui Bnh ca phe/ca phe/tra/ng/kem/tach chen va a/tha Gng Thiet b bao khoi Thung rac TOT o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o KHONG o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o
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DANH MUC KIEM TRA TNH TRANG PHONG TAM 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 17. 18. 19. 20. 21. Nc nong lanh Tat ca voi nc va ong nc Bon cau: sach pha trong va ngoai bon cau Ve sinh mat trc va mat sau nap nha e ngoi, nap ay bon cau Tham chui chan trong phong tam Rem trong phong tam va moc treo quan ao Khan tam va o vai trong phong tam Xa phong Giay ve sinh Khan giay Thung ng rac Thung ng o giat Xi anh giay Tui ve sinh Kiem tra ca phong tam ca mat trong va ngoai a sach cha Ve sinh bon ra tay va bon tam, loai bo toc rung Gng sach Tham chui chan sach Voi hoa sen sach Ca so va bnh phong Tnh trang hoat ong cua quat thong gio TOT KHONG o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o
DANH MUC KIEM TRA KHU VC CONG CONG Hai trong so khu vc quan trong nhat cua khach san la phong ve sinh n va phong ve sinh nam. Thiet b ve sinh va mc o sach se cua phong ve sinh la tieu ch e khach anh gia khach san. Ngi quan ly phai am bao rang nhng phong ve sinh nay c gi gn sach se, cac thiet b sang bong khong co om, vet ban va trong tnh trang tot. Phai tien hanh sa cha ngay nhng thiet b hong. Cac o bo sung trong phong ve sinh nh xa bong, giay ve sinh, giay lau tay phai luon luon co san. Thng xuyen ve sinh va kiem tra nhng muc neu trong danh sach di ay, c 30 phut mot lan trong ca lam viec ban ngay, va 60 phut mot lan vao ca trc em tuy theo mc o khach nhieu hay t. CO o o o o o o o o o o o o o o o o KHONG o o o o o o o o o o o o o o o o
I. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16.
Nc nong va nc lanh Ve sinh bon ra tay Ve sinh pha trong va ngoai bon cau Ve sinh mieng nha ngoi bon cau Ve sinh bon tieu nam ng thoat nc Ve sinh cac voi nc Ve sinh san nha Ca so va bnh phong Bnh xt ng xa phong, gia treo khan tam Khan lau tay Giay ve sinh va hop ng giay Khan giay Ca va tran nha en Tnh trang hoat ong cua he thong nc xoi bon cau
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QUAN LY NGHIEP VU BUONG Bao dng
Bao dng la trach nhiem cua Trng bo phan buong hoac chu/quan ly khach san. Nhan vien phai co ky nang giam sat va hieu biet ve ky thuat. Trng hp khach san co bo phan buong va bao dng rieng th hai bo phan nay phai phoi hp vi nhau. BC 1. Yeu cau bao dng CACH LAM Do nhan vien phuc vu buong yeu cau va am bao cong viec bao dng c tien hanh kp thi, hieu qua.
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TIEU CHUAN Nhan vien phuc vu buong can phai chuan b yeu cau bao dng bang van ban va chuyen cho giam sat vien bo phan ngay khi phat hien co dau hieu sai lech hay hong hoc. Mot ban photo yeu cau bao dng phai c lu tai bo phan phuc vu buong e theo doi. Yeu cau bao dng phai c u tien.
LY DO e ghi lai.
e chac chan rang cong viec bao dng c thc hien.
e am bao nhng yeu cau cap thiet nhat phai c thc hien trc het. Bao dng nh ky co the giup giam bt chi ph ai tu hay tranh chi ph phai thay the.
2. Bao dng nh ky
Khach san nen co chng trnh bao dng nh ky e am bao cac thiet b hoat ong tot va hieu qua.
Tat ca cac trang thiet b, o ac phai c nhan vien phuc vu buong va bao dng kiem tra tnh trang thng xuyen. Danh muc kiem tra phai c thc hien theo ung lch e am bao cac bc bao dng can thiet c trien khai.
PHAN 3: QUAN LY NGHIEP VU LE TAN

Gii thieu
Le tan la bo phan cua khach san mang lai nguon li nhuan ln nhat. Bo phan Le tan thng c coi la au moi cua khach san va phoi hp chat che vi cac bo phan khac e am bao chat lng phuc vu khach. An tng au tien cua khach la rat quan trong. Neu Le tan phuc vu tot khi khach lam thu tuc nhan buong th cac dch vu khac chac chan se c khach anh gia vi thien ch cao. An tng ban au khong tot co the lam hong ky ngh cua khach.
Nhan vien Le tan phai c ao tao ca ve ky nang nghe va ky nang giao tiep vi khach hang.
Ba chc nang c ban cua bo phan Le tan nh sau:
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Ban buong, bao gom ang ky khach va bo tr buong. Cung cap cac dch vu nh tin nhan, th tn va cung cap thong tin ve khach san va a phng. Chuan b hoa n, thanh toan, thu tien mat va thc hien cac giao dch thanh toan mot cach chnh xac.
e co thong tin cu the chi tiet hn, co the tham khao Tai lieu Tieu chuan ky nang nghe du lch Viet Nam - Nghiep vu Le tan.
PHAN PHAN PHAN PHAN
VIEC VIEC VIEC VIEC
3.1: 3.2: 3.3: 3.4:
Quy trnh nhan at buong Cong nghe thong tin va Le tan (kien thc) Quy trnh nhan va tra buong An ninh, kiem soat cha khoa va oi pho vi cac trng hp khan cap
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PHAN III:
QUAN LY NGHIEP VU LE TAN
IN DANH SACH KHACH EN
LE TAN PHAI C CAP NHAT VE TNH TRANG BUONG SAN SANG ON KHACH
LE TAN PHAI THONG BAO CAC BUONG KHACH TRA CHO BO PHAN PHUC VU BUONG
AT BUONG
GIAO TIEP VI KHACH
KIEM TRA HANG NGAY PHIEU AT BUONG
PHAN VIEC 3.3:
QUY TRNH NHAN VA TRA BUONG
QUY TRNH NHAN VA TRA BUONG
PHAN VIEC 3.4:
AN NINH, KIEM SOAT CHA KHOA VA NG PHO VI CAC TRNG HP KHAN CAP
KIEM SOAT CHA KHOA
TRNG HP KHAN CAP
QUAN LY NGHIEP VU LE TAN Quy trnh nhan at buong
Nhan at buong la mot trong nhng hoat ong quan trong nhat cua khach san, co chc nang kiem soat lng khach en va i, giup khach co ke hoach at buong trc khi en, ong thi giup khach san co doanh thu cao nhat. Moi khach san co mot quy trnh at buong rieng, co the la at trc qua he thong may vi tnh hay thu cong nhng tat ca eu co cung muc ch la bo tr khach e at c cong suat s dung buong toi a va thoa man nhu cau cua khach. BC 1. Bat au mot ngay lam viec CACH LAM In danh sach khach en va bo tr buong.
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TIEU CHUAN Bao gom tat ca cac khach en, xac nh cac yeu cau ac biet, khach VIP, v.v.. Cac bao cao phai c bo phan phuc vu Buong tap hp lai.
LY DO e co c thong tin cap nhat ve toan bo khach en.
KIEN THC Xem Tai lieu Tieu chuan ky nang nghe du lch Viet Nam Nghiep vu Le tan
e giup nhan vien phuc vu buong co the to chc sap xep cong viec. e am bao cac buong c bo tr cho khach en sm hoac khach vang lai. e buong co the c chuan b ngay.
2. Chuan b buong.
Le tan phai luon c cap nhat ve tnh trang buong san sang on khach. Le tan phai thong bao cac khach tra buong cho bo phan phuc vu buong.
Bo phan buong bao tnh trang buong cho le tan.
3. Tra buong
Le tan phai thong bao thi gian khach a tra buong, hay thi gian khach tra buong sm. Khi buong a c chuan b xong, Le tan phai c thong bao e c cap nhat tnh hnh buong trong khach san.
Biet c buong co the ban.
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BC 4. Cac yeu cau ac biet
CACH LAM Tat ca cac yeu cau ac biet can c chuyen en bo phan phuc vu buong.
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TIEU CHUAN Yeu cau ve loai ging, cui, va ging at them can phai c chuyen en bo phan buong e bo tr trc. Tng t oi vi cac khach VIP. Bao cao nay phai chuyen cho bo phan phuc vu buong hai lan moi ngay hoac vao au moi ca.
LY DO e am bao buong c chuan b trc cho khach en.
KIEN THC
5. Bao cao s dung buong
Bao cao nay la mot cong cu quan trong oi vi tat ca cac bo phan v no cho biet chi tiet co bao nhieu ngi ang s dung buong. Lay va ghi chep thong tin t khach.
e am bao co ay u o dung va o vai trong buong.
6. at buong
Thong tin toi thieu can ghi lai:

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Ten. So ngi. a ch ay u. Chi tiet lien he. Nganh kinh doanh. Loai/so lng buong. Ngay en/i. Loai hnh at. Phng thc thanh toan.
e am bao tat ca cac thong tin c tiep nhan chnh xac.
Xem phan thu tuc at buong trong Tieu chuan ky nang nghe du lch Viet Nam Nghiep vu Le tan.
BC 7. Lien lac vi khach
CACH LAM Thong bao cho khach ma so at buong.

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TIEU CHUAN Nhac lai thong tin vi khach khi xac nhan. Thong bao ma so at buong. Giai thch chnh sach huy at buong. Kiem tra lai phieu yeu cau at buong. Phan tch va bo tr buong.
LY DO e am bao khong mac mot loi nao.
KIEN THC
e khach hieu thu tuc neu ho phai huy at buong.
8. Kiem tra hang ngay 9. Huy at buong
Hang ngay lay phieu yeu cau at buong cua ngay o. Neu yeu cau at buong khong c huy trc th goi la khach khong en ma khong bao trc (no-show).
Chuan b trc.
Lay tat ca cac thong tin cung cap trong ho s at buong. Phat hanh so huy at buong va gi ho s lu. Co gang bo tr at buong khac cho khach. oi vi viec at buong co am bao, so tien tra lai tuy theo chnh sach cua khach san.
e am bao tuan thu ung thu tuc cua khach san.
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QUAN LY NGHIEP VU LE TAN Cong nghe thong tin va Le tan (kien thc)
bat ky quy mo nao, may vi tnh cung la cong cu quan trong trong khach san. He thong quan ly khach san (PMS) thc hien mot so cong viec cua cac bo phan trc tiep va gian tiep phuc vu khach. Nhng phan mem chc nang thong dung nhat la: l at buong. l Quan ly buong. l Ke toan khach hang. l Quan ly chung. NOI DUNG 1. Nhan at buong MO TA Giup viec nhan at buong chnh xac va nhanh chong.
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TIEU CHUAN Thng c phan loai theo ngay en, theo oan hoac ten khach.
LY DO e am bao viec nhan at buong c quan ly mot cach hieu qua.
2. Quan ly buong
c thiet ke e cung co moi lien ket gia bo phan phuc vu Buong va Le tan.
He thong nay thong thng cho biet tnh trang buong. Co the bo tr buong va gia buong khi lam thu tuc ang ky buong. Co the hien th d lieu ve khach tai quay le tan, tong ai, v.v.. Le tan chu trach nhiem nhap chi ph cua khach vao may, cap nhat ho s va lap/in an hoa n.
e am bao viec s dung buong co hieu qua va cung cap thong tin cap nhat cho nhan vien at buong.
3. Tai khoan cua khach
He thong nay tao lap ho s cua khach va cho phep nhap chi ph cua khach vao tai khoan t bo phan ban hang.
e am bao tai khoan cua khach va khach san c chnh xac.
NOI DUNG 4. Quan ly chung
MO TA He thong nay tiep can so lieu t cac n v le tan va dung lam c s e lap bao cao.
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TIEU CHUAN Thong tin c lay t mot so ho s la chon e ap ng yeu cau cu the cua ngi quan ly.
LY DO e cung cap cho ngi chu hoac quan ly khach san thong tin cap nhat.
KIEN THC
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QUAN LY NGHIEP VU LE TAN Quy trnh nhan va tra buong
Mac du cac nha quan ly khach san thc te co the khong kiem tra khach en va i, nhng viec hieu va tuan thu ung nhng thu tuc nay trong tat ca moi trng hp la ieu cc ky quan trong. Nhan vien can phai c ao tao e hieu ay u va co the thc hien quy trnh nhan va tra buong mot cach ung an. Di ay la bang tom tat cac nguyen tac chung. NOI DUNG 1. Thu tuc nhan buong MO TA Nhan vien le tan phai chuan b san sang trc khi khach en. Khi khach en quay le tan, thu tuc ang ky bat au bang nhng li chao mng khach.
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TIEU CHUAN Phieu ang ky c in san. Phie u a n g ky c kie m tra hai la n e a m ba o o chnh xa c . Cha khoa (hoac khoa t) c chuan b san va kep cung vi the ang ky. am bao khach ky vao the ang ky. Phai cai so the tn dung (oi vi khach vang lai). Khach c ngi quan ly khach san a en buong.
LY DO e cung cap ay u thu tuc ang ky khach san cho khach. e am bao thong tin thu c chnh xac.
KIEN THC Xem Tai lieu Tieu chuan ky nang nghe du lch Viet Nam Nghiep vu Le tan, Quy trnh nhan buong.
ch than chao khach.
NOI DUNG 2. Thu tuc tra buong
MO TA Cach thc phuc vu khi khach lam thu tuc tra buong ong vai tro quan trong trong viec khach se quay tr lai khach san hay khong.
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TIEU CHUAN Trc khi lam thu tuc tra buong, can xem lai hoa n cua khach e am bao tat ca cac chi ph a c bao gom trong hoa n. Nh n g sai le c h ca n pha i c giai quyet mot cach chuyen nghiep. Neu khach ong y vi hoa n, e ngh khach ky vao hoa n. Neu khach s dung the tn dung, phai kiem tra va xin cap phep thanh toan (neu can). Mi khach ien vao phieu nhan xet. Mi khach tr lai khach san.
LY DO e am bao tat ca cac chi ph c a vao hoa n cua khach va khong b that thoat doanh thu do bo quen chi ph cua khach. e tranh tranh cai.
KIEN THC
e am bao cong ty phat hanh the tn dung se chap nhan chi ph nay.
e nhan c y kien phan hoi cua khach oi vi cac dch vu a cung cap.
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QUAN LY NGHIEP VU LE TAN An ninh, kiem soat cha khoa va oi pho vi cac trng hp khan cap.
Bo phan Le tan ong vai tro quan trong trong viec am bao an ninh chung. Nhan vien Le tan phai canh giac vi nhng v khach ang ng, hanh ly b bo lai hoac vo tha nhan, va cac van e an ninh khac. Viec khong thu c tien cho cac san pham va dch vu ma khach s dung co the gay ra cac khoan that thoat ang ke. Ngi quan ly phai thiet lap cac thu tuc e am bao tat ca cac chi ph tieu dung trong khach san c bao cao kp thi cho bo phan Le tan e a vao hoa n thanh toan cho khach. Khong c cham tre trong viec cap nhat hoa n v viec cham tre co the e khach ra ve ma khong thanh toan. Co the tham khao tai lieu tieu chuan VTOS - Nghiep vu An ninh va Nghiep vu Le tan e co them thong tin. BC 1. Phong chong gian lan va trom cap CACH LAM Bo phan Le tan phai tuan thu cac thu tuc quan ly tien mat va cac yeu cau tn dung do can bo quan ly va ke toan thiet lap e tranh that thoat tai san t cac khoan n kho oi. TIEU CHUAN Phai than trong khi quan ly the tn dung v chung co the b anh cap hoac b anh trao.
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LY DO e gi gn an ninh va bao ve khach san tranh that thoat.
Kiem tra e am bao the a c ky va van con gia tr. Neu the a het han, phai s dung phng thc thanh toan khac. The tn dung phai luon luon c xac nhan vi cong ty phat hanh the tn dung. Ch ky th hai tren sec du lch phai luon luon khp vi ch ky ban au tren t sec.
BC 2. Kiem soat cha khoa
CACH LAM He thong kiem soat cha khoa la cc ky quan trong oi vi an ninh cua mot khach san. Tat ca cac cha khoa can phai c kiem soat mot cach phu hp. Cha khoa khan cap.
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TIEU CHUAN Co 3 mc o kiem soat: - Cha khoa khan cap. - Cha khoa tong. - Cha khoa phong khach.
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LY DO e tranh that thoat do viec s dung trai phep cha khoa.
KIEN THC Xem Tai lieu Tieu chuan ky nang nghe du lch Viet Nam Nghiep vu An ninh.
Cha khoa khan cap co the m c ca buong khach, tham ch khi ca khoa kep. Co the c s dung e vao buong khi khach can giup hoac khi khong the m c ca. Cha khoa nay phai c bao ve nghiem ngat va viec s dung phai c kiem soat va ghi chep chat che. Cha khoa nay can phai c cat trong ket an toan va khi lay ra s dung phai co hai ngi ky.
e co the vao c tat ca cac buong khach trong trng hp khan cap.
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BC
CACH LAM Cha khoa tong.

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TIEU CHUAN M tat ca cac ca ma khong khoa kep. Khi khong dung en phai c cat an toan mot ni quy nh. Ch c a ra khi can thiet. Phai duy tr so theo doi s dung, bao gom ngay/gi lay ra va tra lai. M ca mot buong khach duy nhat khi khong khoa kep. Phai do nhan vien le tan kiem soat. Khach yeu cau cha khoa pha i luo n luo n c xa c nhan e am bao khach a ang ky buong.
LY DO c nhan vien phuc vu buong s dung e thc hien cong viec. Phai c kiem soat chat che.
KIEN THC
Cha khoa buong khach.
e am bao ch khach a ang ky khach san mi co the vao buong khach.
BC 3. Cac tnh huong khan cap
CACH LAM Trong tnh huong khan cap, bo phan Le tan tr thanh trung tam ch huy cua khach san. Khach se da vao thong tin ve tnh hnh va ch dan cua can bo quan ly va nhan vien le tan.
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TIEU CHUAN Tat ca nhan vien phai am hieu cac thu tuc khan cap trong trng hp hoa hoan, cap cu, mat trom, v.v.. Moi khach san c e ngh nen xay dng hng dan tnh huong khan cap. Trng so lien he khan cap tai quay le tan va tong ai.
LY DO e am bao thong tin san sang c truyen i khi can thiet.
KIEN THC
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PHAN 4: QUAN LY NGHIEP VU AN UONG

Gii thieu
Khach thng anh gia mot khach san thong qua chat lng nha hang cua khach san o. Do co rat nhieu canh tranh trong lnh vc nha hang Viet Nam, s thanh cong cua nha hang se khong ch thu hut khach trong khach san, ma con thu hut nhieu khach a phng.
Phan nay bao gom nhng van e quan trong ma ngi chu/quan ly khach san nen xem xet khi lap ke hoach, to chc va giam sat cac nha hang. Lnh vc nay bao gom:
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Xac nh va ap ng nhu cau cua khach. Cac loai o an va o uong phuc vu trong nha hang. Lap thc n. An toan va ve sinh thc pham. Chuan b nha hang. Cac tieu chuan phuc vu. Cac moi quan he cong viec va giao tiep hieu qua.
Nen tham khao Tai lieu tieu chuan VTOS - Nghiep vu nha hang va Ky thuat che bien mon an Au va mon an Viet Nam.
PHAN VIEC 4.1: PHAN PHAN PHAN PHAN VIEC VIEC VIEC VIEC 4.2: 4.3: 4.4: 4.5:
Xac nh nhu cau cua khach (Kien thc) Cac loai o an, o uong phuc vu trong nha hang va thiet lap thc n (Kien thc) An toan va ve sinh thc pham (Kien thc) Chuan b ca lam viec cua nha hang (Kien thc) Cac moi quan he cong viec hieu qua va phng phap giao tiep (Kien thc)
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PHAN IV: PHAN VIEC 4:
QUAN LY NGHIEP VU NHA HANG XAC NH NHU CAU CUA KHACH
XAC NH NHU CAU CUA KHACH
PHAN VIEC 4.2:
CAC LOAI O AN, O UONG PHUC VU TRONG NHA HANG
THIET LAP THC N
CAC MON AN A DANG
MON AN VI HNG V VA MAU SAC A DANG
KET HP MON AN A PHNG VI MON AN QUOC TE
PHAN VIEC 4.4:
CHUAN B NHA HANG
CHUAN B NHA HANG
BAU KHONG KH TRONG NHA HANG VA TAM TRANG CUA KHACH
CAC TIEU CHUAN PHUC VU
MOI QUAN HE CONG TAC
HOP GIAO BAN HANG NGAY
QUAN LY NGHIEP VU AN UONG Xac nh nhu cau cua khach (Kien thc)
Hay so sanh nha hang hay quan bar ong khach vi nha hang hay quan bar trong rong. ieu g khien cho mot nha hang tap nap khach va co lai, con nha hang kia th vang khach va that thu? Ly do chnh la nha hang ong khach a cung cap cho khach cai ma ho can va mong muon NOI DUNG 1. Xac nh khach hang can g MO TA Ngi chu/quan ly khach san phai xac nh khach hang yeu cau g e ap ng nhu cau cua ho. TIEU CHUAN Nhng cau hoi toi thieu oi vi khach hang:
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LY DO e hieu ro hn ve nhu cau cua khach hang.
KIEN THC Xem Tai lieu Tieu chuan ky nang nghe du lch Viet Nam Nghiep vu Nha hang.
V sao ho en nha hang nay. Ho anh gia the nao ve c s vat chat, thiet b cua nha hang. Ho thch cac dch vu nao cua nha hang. Ho thch phong cach che bien kieu g. Ho anh gia nh the nao ve khong kh trong nha hang. Ho anh gia nh the nao ve chat lng o an va phuc vu.
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NOI DUNG 2. Tiep nhan y kien cua khach hang
MO TA Co nhieu cach khac nhau e lay y kien khach hang.

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TIEU CHUAN Phieu y kien khach hang. a n h gia so l n g ba n ra ca c loa i . anh gia so lng ban cac loai hang ac biet. anh gia s canh tranh.
LY DO Nhng ieu nay giup xac nh s thch cua khach hang.
KIEN THC

NOI DUNG 1. Thc n va cac loai o uong
QUAN LY NGHIEP VU AN UONG Cac loai o an, o uong phuc vu trong nha hang va thiet lap thc n (Kien thc)
MO TA TIEU CHUAN
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LY DO e ap ng nhu cau cua khach hang.
KIEN THC Xem Tai lieu Tieu chuan ky nang nghe du lch Viet Nam Nghiep vu Nha hang.
Thc n da tren nhu cau cua khach hang va muc tieu cua nha hang.
Thc n chon mon (A la Carte). Thc n nh san (Table d'hote). Thc n t chon (Buffet).
2. Lap thc n
Tao an tng au tien cua khach ve nha hang.
Thc n phai:
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e hap dan khach hang.
Bat mat. Trnh bay hap dan. Sach se. Viet hoac in mot cach ro rang. Phai hap dan oi vi nhieu oi tng khach hang. Viec a dang hoa mon an can c lap ke hoach can than e tranh lang ph. e tao can bang cho cac mon an. e phuc vu nhu cau am thc a dang cua cac nhom khach khac nhau. e ap ng nhu cau khach hang va khuyen khch ho s dung nha hang khach san.
3. a dang hoa mon an
Cac mon an a dang tao nen s thu v va hap dan oi vi khach hang.
4. S dung mau sac, hng v, cach bai tr phong phu
Tat ca cac ba an nen co nhieu mau sac, cach bai tr va hng v a dang.
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NOI DUNG 5. Yeu cau ve dinh dng
MO TA e ap ng yeu cau ve dinh dng cua cac oan khach.

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TIEU CHUAN Thc n nen cung cap can bang chat am, chat beo hydrat-cacbon, khoang chat va vitamin. Cac mon an a phng s dung nguyen lieu tai cho. La chon mot so mon an quoc te.
LY DO e cung cap cho khach hang nhng ba an ay u dinh dng va co li cho sc khoe.
KIEN THC
6. Ket hp mon an a phng vi mon an quoc te
Du khach en Viet Nam thng muon th cac mon an a phng, tuy nhien cac mon an quoc te cung nen co trong thc n.
Mot so khach quoc te muon an nhng thc an quen thuoc vi ho. e am bao rang thc n co the ap ng yeu cau ve chat lng.
7. S dung nguon nguyen lieu san co
Nen lap thc n vi nguon nguyen lieu san co.
Lap thc n nen tnh en ca c nguye n lie u sa n co , trang thiet b va ky nang cua nhan vien. Nguyen lieu, nh lng va phng phap che bien can phai c chi tiet hoa.
8. Chuan hoa cong thc nh lng
Giup am bao s nhat quan ve chat lng va cach trnh bay.
Cac mon an can phai c chuan hoa, c s dung nh mot phng tien e huan luyen va tham khao.
Xem Tai lieu Tieu chuan ky nang nghe du lch Viet Nam - Ky thuat che bien mon an Viet Nam. Tham khao Phan 5 Quan ly nghiep vu ke toan.
Chi ph mon an va gia ban phai c tnh toan.
nh lng moi suat an phai c kiem soat.

NOI DUNG 1. Ve sinh thc pham
QUAN LY NGHIEP VU AN UONG An toan va ve sinh thc pham (Kien thc)

MO TA TIEU CHUAN
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LY DO e tranh cho viec khach hoac nhan vien b ngo oc thc an.
KIEN THC Xem Tai lieu Tieu chuan ky nang nghe du lch Viet Nam - Ky thuat che bien mon an Viet Nam.
Ap dung cac bien phap e am bao thc pham c x ly, bao quan, che bien va phuc vu ung quy cach e tranh lam o nhiem thc an va nhiem oc thc pham. Vi khuan la nguyen nhan pho bien gay ngo oc thc pham. Chung can thc pham, o am, nhiet o va thi gian e phat trien.
Thc pham phai c che bien trong ieu kien ve sinh sach se.
2. Vi khuan
am bao bon yeu to nay han che s phat trien cua vi khuan gay ngo oc thc an.
e tranh lay lan cac vi khuan co hai.
3. Quy trnh ve sinh an toan thc pham
Bao quan thc pham khong b nhiem khuan co hai va oc to. Ngan chan nhieu loai vi khuan phat tan. un soi, nau ky la cach tot nhat e diet vi khuan co hai. Nhan vien che bien thc pham phai mac ung trang phuc.
e am bao tat ca thc pham eu c bao quan, che bien va phuc vu mot cach an toan va ve sinh.
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NOI DUNG 4. Kiem tra ve sinh
MO TA Nen tien hanh kiem tra thng xuyen e am bao duy tr tot cac tieu chuan.
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TIEU CHUAN Ngi chu/quan ly khach san nen thc hien kiem tra thng xuyen hang ngay toan bo khach san e am bao tat ca cac quy trnh ve ve sinh eu c tuan thu va moi ngi co thoi quen lam viec an toan.
LY DO e am bao toan bo khach san sach se va ve sinh.
KIEN THC

NOI DUNG 1. Chuan b nha hang
QUAN LY NGHIEP VU AN UONG Chuan b ca lam viec cua nha hang (Kien thc)
MO TA TIEU CHUAN
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LY DO e khuyen khch khach an nha hang.
KIEN THC Xem Tai lieu Tieu chuan ky nang nghe du lch Viet Nam Nghiep vu Nha hang
Khach hang co an tng au tien t hnh thc ben ngoai cua nha hang.
Nha hang nen c trang tr ep mat, sach se va trng bay thc n mot cach hap dan.
2. Khong kh va tam trang
Khach hang se e y bau khong kh va tao c tam trang nh vao thiet ke noi that nha hang.
Tam trang khach va bau khong kh nha hang co the thay oi theo: l Khong gian.
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e am bao khong kh de chu cho khach.
Canh quan ben trong va ben ngoai nha hang. Anh sang. Nhiet o. Trang thiet b. ong phuc cua nhan vien. Toi thieu phai co mot so theo doi at ban do giam sat vien quan ly. Giup nha bep va nha hang lap ke hoach va to chc ba an theo so lng va yeu cau cua khach. e am bao mc o phuc vu ong nhat.
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3. Nhan at ban
Nen nhan yeu cau at ban bat ky khi nao co the e toi a hoa doanh thu.
4. Cac tieu chuan phuc vu
Cac tieu chuan phuc vu can c the hien bang van ban e am bao mc o phuc vu ong nhat.
Da tren viec ap dung cac tieu chuan VTOS. S dung lam c s e ao tao nhan vien.
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QUAN LY NGHIEP VU AN UONG Cac moi quan he cong viec hieu qua va phng phap giao tiep (Kien thc)
Ngi chu/quan ly can am bao co mot he thong giao tiep hieu qua e ho tr bau khong kh lam viec chung va nang cao chat lng cong viec NOI DUNG 1. Cac moi quan he cong viec MO TA S giao tiep hieu qua gia nhan vien nha hang va nhan vien cac bo phan khac la vo cung can thiet. TIEU CHUAN Gia nha bep va nha hang:
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LY DO S hp tac chat che va moi quan he cong viec tot ep gia cac bo phan la vo cung can thiet am bao chat lng phuc vu khach ong eu.
KIEN THC Xem Tai lieu Tieu chuan ky nang nghe du lch Viet Nam Nghiep vu Nha hang
Cac mon ac biet trong thc n. Yeu cau ve o an va o uong. So lng khach. Thi gian phuc vu. Nhan xet cua khach hang.
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Gia nha hang va le tan:

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Chuan b hoa n. Tnh vao hoa n buong. Thong tin cho khach ve cac dch vu nha hang.
Gia nha hang va bo phan buong:

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Giao nhan o vai giat la. Giao nhan ong phuc va giat la. Khan bep, khan lau.
NOI DUNG 2. Hop giao ban
MO TA
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TIEU CHUAN To chc hop giao ban hang ngay cua nha hang e ban moi van e lien quan en phuc vu. To chc hoi y gia nha bep va nha hang trc khi phuc vu khach e thong bao cho nhan vien nhng thay oi ve thc n. D bao ve tnh hnh ban buong va cac s kien hang tuan.
LY DO e am bao tat ca nhan vien c thong bao ay u va co the tra li khach hoac cac cau hoi cua ong nghiep.
KIEN THC
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PHAN 5: QUAN LY NGHIEP VU KE TOAN

Gii thieu
Phan nay giup nhng nha quan ly cac khach san nho hieu c nhng khai niem chnh cua viec ghi so, kiem soat va thc hanh cac nguyen tac ke toan c ban. Muc ch chnh cua ke toan la ghi lai doanh thu va chi ph phat sinh hang ngay, hang thang va hang nam cua khach san ban. Cac bao cao va so lieu la c s e anh gia hoat ong kinh doanh cua khach san ban. Cong tac tai chnh la can thiet e so sanh vi ngan sach c phe duyet, vi ket qua kinh doanh nam trc, va vi oi thu canh tranh. Viec so sanh doanh thu, chi ph cung vi t le doanh thu tren chi ph co y ngha quan trong (va la cach thc duy nhat) nham nang cao hieu qua hoat ong cua khach san. Bi chung ta thng noi: thc te va so lieu la c s cua viec quan ly khach san. Quan ly mot khach san nho nham muc ch am bao u li nhuan va/hoac doanh thu e duy tr, phat trien hoat ong cua khach san trong thi gian trc mat va lau dai. Do canh tranh ngay cang khoc liet Viet Nam nen ban se phai nang cao hieu qua cong viec cua khach san ban. Cac yeu to c ban va quan trong nhat cua ke toan la:
P Bang can oi P Bao cao ket qua kinh doanh P Quan ly tien mat
Phan nay mo ta quy trnh va cac bc e am bao khach san cua ban co mot he thong ke toan phu hp, nhat quan va c kiem soat thng xuyen. Lu y: Khi doanh thu khong u, ban se khong the am bao viec lam va tien lng cho nhan vien cua mnh. Ho la nhan to quan trong nhat giup tao ra thu nhap cung nh quan ly khach san cua ban cho tng lai va hn s mong i cua khach.
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PHAN PHAN PHAN PHAN PHAN PHAN PHAN PHAN
VIEC VIEC VIEC VIEC VIEC VIEC VIEC VIEC
5.1: 5.2: 5.3: 5.4: 5.5: 5.6: 5.7: 5.8:
Hieu cac khai niem c ban cua ke toan (Kien thc) Thc hanh ke toan va thuat ng ke toan (Kien thc) He thong kiem soat (Kien thc) Quan ly tien mat (Kien thc) Bao cao ket qua kinh doanh (Kien thc) Lap d toan ngan sach (Kien thc) Chi ph (Kien thc) Bao cao cuoi thang
PHAN V: KE TOAN PHAN VIEC 5.1: HIEU CAC KHAI NIEM C BAN CUA KE TOAN
QUAN LY TAI CHNH
LI NHUAN
TRACH NHIEM CUA NGI QUAN LY
HE THONG TAI KHOAN KE TOAN CHUAN MC
CAC HE THONG GIAM SAT
PHAN VIEC 5.1:
HIEU CAC KHAI NIEM C BAN CUA KE TOAN
QUAN LY TIEN MAT
LAP KE HOACH TAI CHNH
D TRU NGAN SACH
CHI PH
CAC BAO CAO TAI CHNH
10
QUY TRNH KIEM SOAT
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KHAI NIEM 1. Quan ly tai chnh
QUAN LY NGHIEP VU KE TOAN Hieu cac khai niem c ban cua ke toan (Kien thc)
MO TA TIEU CHUAN
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LY DO Bat ke khach san cua ban ong khach hay noi tieng nh the nao. Khach can thay ho c hng dch vu xng ang vi ong tien ho bo ra.
TAI LIEU THAM KHAO Accounting for the Hospitality Industry Monarz & Pontocarrera, 2003, US Imports Hospitality Industry Managerial Accounting (5th edition, R.S. Schmidgall). Hospitality Management Accounting Michael M. Coltman,2003 John Wiley & Sons
Quan ly tai chnh hp ly la mot phan rat quan trong cua viec ieu hanh mot doanh nghiep thanh cong.
iem mau chot e o mc o thanh cong la li nhuan.
Cac bc quan trong e kinh doanh thanh cong gom: lap ke hoach, kiem soat va phan tch chi ph va doanh so ban hang.
2. Li nhuan
Can phai kiem soat li nhuan.
Xac lap mc gia va muc tieu li nhuan thc te da tren mong i cua khach hang va oi thu canh tranh cung nh cac tieu chuan tai chnh.
3. Trach nhiem cua nha quan ly
Nha quan ly trong nganh khach san co trach nhiem ve mat xa hoi va tai chnh oi vi c s cua mnh.
Bao am dch vu cham soc khach hang tot nhat. Viec toi a hoa li nhuan khong c lam mat i s menh va muc tieu cua khach san.
Nha quan ly va chu khach san nho can phai gan kien thc ke toan va quan ly tai chnh vi nguyen tac cung cap dch vu va moi trng ap ng c nhu cau cua khach hang, chu va nhan vien khach san.
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KHAI NIEM 4. Ke toan
MO TA Thong tin ke toan phai c sap xep va trnh bay theo mau chuan. ay la viec ghi chep, phan loai va tong hp thong tin tai chnh trong cac loai so khac nhau.
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TIEU CHUAN anh gia hoat ong kinh doanh.
LY DO Viec nay giup trao oi thong tin de dang hn.
TAI LIEU THAM KHAO
5. Ghi chep ke toan
Duy tr he thong tai khoan theo chuan mc ke toan chung.
Cung cap thong tin chi tiet ve nhng van e thuoc lnh vc tai chnh khac nhau cua mot khach san. Cung cap mot he thong thong tin ong bo. Cho phep ban so sanh bao cao vi ngan sach, d toan va phan tch iem hoa von.
Xem Phan viec 5.2 Thc hanh ke toan va thuat ng ke toan.
6. He thong tai khoan ke toan chuan mc
He thong tai khoan ke toan chuan mc c xay dng cho cac nghiep vu khac nhau cua nganh khach san. Cac bao cao tap trung vao ket qua kinh doanh cua tng bo phan nh buong, nha hang.
a ra thong tin chi tiet ve: tai khoan, phan loai, ien mau, noi dung va s dung cac bao cao tai chnh. Cung cap thong tin ve bao cao tai chnh c ban va bao cao hoat ong cua tng bo phan.
Hospitality Management Accounting Michael M. Coltman, 2003 John Wiley & Sons.
KHAI NIEM 7. Nhng van e chu yeu cua quan ly tai chnh oi vi khach san nho la: He thong kiem soat
MO TA P He thong kiem soat P Quan ly tien mat
TIEU CHUAN P Kiem soat nguon tien mat va doanh thu hang ngay, hang tuan va hang thang.
LY DO Ghi chep hang ngay ve cac khoan thu chi vao so nhat bien vi chu giai cu the.
TAI LIEU THAM KHAO Xem Phan viec 5.3 He thong kiem soat va quan ly tien mat.
Bao ve va kiem soat nguon tien mat va doanh thu cua khach san
Duy tr he thong tot ve: - Kiem soat tien mat. - Kiem soat doanh thu. - Kiem soat chi ph. - Kiem soat tai san co nh. Duy tr he thong tot ve: - Tien mat (nho). - Hoa n. 4 bc e duy tr mot he thong tot: - Tien mat. - Tai khoan phai thu. - Ban kiem ke. - Tai khoan phai tra.
Xem Phan viec 5.3 He thong kiem soat.
Quan ly tien mat
Bao ve va kiem soat nguon tien mat.
Quan ly tien mat oi hoi quan ly tot 4 bc.
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KHAI NIEM 8. Cac bao cao tai chnh
MO TA Bao cao tai chnh a ra mot bc tranh phac hoa ve tnh hnh tai chnh cua doanh nghiep vao mot thi iem xac nh. Bao cao tai chnh ch ra cac ket qua kinh doanh cua mot doanh nghiep trong mot khoang thi gian nhat nh va ket thuc vao mot thi iem xac nh.
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TIEU CHUAN Co the oc va hieu c Bang can oi.
LY DO Cac bao cao tai chnh c lap e the hien cac d lieu tai chnh cho cac ca nhan va to chc co lien quan. Phan ln cac khach san eu s dung He thong Tai khoan ke toan chuan mc.
TAI LIEU THAM KHAO Hospitality Management Accounting Michael M. Coltman, 2003 John Wiley & Sons.
Co the oc va hieu c Bao cao doanh thu la bao cao a ra cai nhn tong quan ve doanh thu.
9. Lap ke hoach tai chnh
Ke hoach phai c xay dng vi nhng ch tieu thc te.
Phai c lap da tren so lieu hang ngay, hang tuan, hang thang, hang nam. Ke hoach dai han vi cac ch tieu at ra cho khoang thi gian t 5 en 10 nam ti. Doanh thu thuan phai at c tai cac mc doanh so ban hang nhat nh. Xac lap mc gia cho cac dch vu nha hang va buong. Ban hang tong hp.
e lng trc va lap ngan sach theo nhu cau tai chnh cua mot khach san.
Phan tch chi ph va li nhuan.
10. Quan ly tai chnh
Trong bat ky khach san nao, cac dch vu a ra eu gan lien vi chi ph.
e tnh chi ph dch vu, khach san phai tap hp tat ca chi ph giong nh n v san xuat.
KHAI NIEM 11. Quy trnh kiem soat
MO TA Kiem soat va phan tch chi ph va doanh so.

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TIEU CHUAN Kiem soat hang mua Kiem soat tien mat va cac khoan thu khac. Kiem soat chi ph o an va Uong. Kiem soat chi ph nhan cong. Thong ke bao cao doanh thu hang ngay. Ty le chuan cho cac khach san e anh gia hoat ong kinh doanh. Ky han tai chnh cua khach san nh theo ngay, theo tuan, theo thang va theo nam. Quy trnh nay c goi la d tru ngan sach.
LY DO Bao toan von cua khach san la chc nang quan trong cua chu/nha quan ly.
Phan tch so lieu thong ke cua khach san. Ty le.
Hng dan nha quan ly a ra quyet nh quan trong va quy trnh kiem soat.
Xem Cong viec 5: Quan ly nghiep vu Ke toan.
12. D tru ngan sach
Ngan sach chnh thc at ra muc tieu cu the trong giai oan tai chnh nhat nh, va a ra cach thc s dung nguon tai chnh hp ly nham at c nhng muc tieu tren.
Ngan sach do ngi quan ly d tru, sau o c tham nh, chnh sa va ky duyet.
Hospitality Management Accounting Michael M. Coltman, 2003 John Wiley & Sons. Xem Phan viec 5.6: Lap ngan sach.
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KHAI NIEM 1. Ghi chep ke toan
QUAN LY NGHIEP VU KE TOAN Thc hanh ke toan va thuat ng ke toan (Kien thc)
MO TA TIEU CHUAN Phai s dung nhat quan 5 so nhat bien: l So cai.
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LY DO Nh bat ky doanh nghiep nao, viec ghi chep, phan loai va tong ket thong tin tai chnh - thng c goi la "ke toan"- trong khach san la can thiet.
TAI LIEU THAM KHAO Bookkeeping, The Easy Way. 3 rd edition. W.Kravitz.
ay la viec ghi chep, phan loai va tong hp thong tin tai chnh trong cac loai so khac nhau.
So nhat bien thu tien mat. So nhat bien chi tien mat. So nhat ky ban hang. So nhat ky mua hang.
Xem Phan viec 5.1. Hieu cac khai niem c ban cua ke toan.
Thong tin tai chnh phai c to chc, mang tnh nhat quan va c trnh bay theo mau chuan.
Theo chuan quoc te, cac khach san thng lam viec nay bang cach s dung "He thong Tai khoan ke toan chuan mc"
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2. Cac yeu to c ban cua ghi chep ke toan
Lu nhng ho s ghi chep cac thay oi tren bang can oi tai khoan.
Tai san. N phai tra. Von chu s hu. Tai san = N phai tra + Von chu s hu (A=L+OE)
Bookkeeping, The Easy Way. 3 rd edition. W.Kravitz.
Xem Phan viec 5.1. Hieu cac khai niem c ban cua ke toan.
KHAI NIEM 3. Thuat ng ke toan Tai san
MO TA Tat ca o vat co gia tr c s h u b i ca nha n hay doanh nghiep.

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TIEU CHUAN Tien mat tai quy. Cac tai khoan ngan hang. Toa nha (s hu). Hang ton kho. Thiet b may moc. Cac khoan phai thu. Cac khoan chi ph cha thanh toan. Cac khoan vay. Cac nha cung cap. Cac chi ph cha thanh toan. Gia tr tai san con lai sau khi tra het cac khoan n. Phan chenh lech la von cua chu s hu (CSH).
LY DO The hien gia tr va von au t e kinh doanh.
TAI LIEU THAM KHAO Hospitality Management Accounting Michael M. Coltman,2003 John Wiley & Sons.
Cac khoan phai thu Cac khoan phai tra
Cac khoan khach hang n. Cac khoan n cua doanh nghiep.
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Hospitality Management Accounting Michael M. Coltman,2003 John Wiley & Sons.
N phai tra Von chu s hu
Cac khoan n. Von cua doanh nghiep.
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V du: Tong tai san: 1000 USD Tr i N phai tra: 800 USD Von CSH 200 USD (gia tr rong) Mot giao dch lam thay oi tong tai san cung se lam thay oi tong n phai tra hoac tong von chu s hu.
Giao dch tai chnh
Mot giao dch tai chnh tao nen t nhat hai thay oi trong so nhat bien hoac tai khoan.
Hai ve cua ang thc A=L+OE phai bang nhau.
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KHAI NIEM Tai khoan
MO TA Moi khoan cu the co the thuoc tai san, n phai tra hay thuoc nguon von chu s hu eu c gan vi mot tai khoan.
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TIEU CHUAN Tai khoan tien mat. Tai khoan tien gi ngan hang. Tai khoan mua hang. Trang co anh so. Hai cot (N va Co). So tien. Ngay-thang-nam. Ten tai khoan (hay so hieu tai khoan). Trnh t thi gian. Thong tin ay u ve mot giao dch. Vao so cai hang ngay. Moi mot tai khoan trong so cai phai c anh so. Tach rieng trang hoac the bang so e phan biet loai tai khoan.
LY DO e theo doi nhng thay oi.
So cai
So goc ghi lai cac giao dch theo trnh t thi gian. Moi giao dch eu c ghi lai vao so cai trc tien. ay la nhat ky cua doanh nghiep.
De dang phat hien sai sot. Khong mat thi gian. V luon luon co hai giao dch lien quan (N va Co).
Vao so
Moi khoan tien ghi N hay Co trong so cai phai c ghi vao tai khoan tng ng trong so nhat bien.
e kiem tra viec ghi chep so lieu c de dang hn va e ong so cai vao cuoi thang.
KHAI NIEM So nhat bien thu tien mat
MO TA Ghi lai moi giao dch thu tien mat t so cai.

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TIEU CHUAN Tien mat thu c t khach san. Se c ghi n vao ben phai cua so nhat bien thu tien mat. So tien tng ng se c ghi N vao ben trai cua tai khoan doanh thu. So tien thc tra se c ghi Co vao ben trai cua Nhat bien chi tien mat. So tien tng ng se c ghi N vao tai khoan chi ph. Vao so hai lan. Chuyen t nhat ky ban hang sang tai khoan phai thu hoac tai khoan thu tien mat. Moi ban hang eu co ma so rieng trong tai khoan phai thu cua khach san e lap hoa n.
LY DO
So nhat bien chi tien mat
Ghi lai moi khoan thanh toan bang tien mat.
V du: xang xe hay thanh toan hoa n giat la ben ngoai hoac thanh toan cho nha cung cap.
Nhat ky ban hang
Ghi lai moi giao dch ban hang. Mot nhat ky rieng ch dung e ghi lai cac giao dch ban hang hoa hoac dch vu.
Giao dch thng xuyen nhat.
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KHAI NIEM Nhat ky mua hang
MO TA Mot nhat ky rieng ch dung e ghi lai cac giao dch mua hang hoa hoac dch vu.
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TIEU CHUAN Giong nh cac tai khoan chi ph, chi ph hang hoa c ghi tang ben n va ghi giam ben co. Moi nghiep vu lien quan en tai khoan phai tra eu phai vao so. Tai san Moi th co gia tr S hu N phai tra Moi khoan n Gia tr rong
LY DO Viec thanh toan c thc hien sau. Trong vong 30-60 ngay.
TAI LIEU THAM KHAO Book keeping easy way W.Kravitz.
So d c cap nhat thng xuyen.
Bang can oi
Bao cao tai chnh liet ke tat ca tai san s hu va moi khoan oi ng vi tai san o.
The hien tnh trang tai chnh cua doanh nghiep.
Hospitality Management Accounting, Michael M. Coltman,2003 John Wiley & Sons. Bookkeeping, The Easy Way. 3 rd edition. W.Kravitz.
Bang can oi tai khoan
Tai san.
Nhng tai khoan xuat hien ben trai bang can oi va se ghi tang ben N.
Tai san: --------------|----------------N Co + N phai tra: --------------|----------------N Co +
N phai tra.
Nhng tai khoan xuat hien ben phai bang can oi va se ghi tang ben Co.
Ke toan quan ly khach san Michael M. Coltman,2003 John Wiley & Sons.
Von chu s hu.
Von chu s hu c ghi tang ben Co va ghi giam ben N.
Von chu s hu: --------------|----------------N Co +

KHAI NIEM 1. He thong kiem soat Nhng he thong kiem soat quan trong nhat se c mo ta trong muc nay.
QUAN LY NGHIEP VU KE TOAN He thong kiem soat (Kien thc)

MO TA TIEU CHUAN
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LY DO Mot he thong kiem soat tot se bao ve tai san va cung cap thong tin hu ch.
TAI LIEU THAM KHAO Managerial Accounting 2 nd Edition Schaum's outline.
Moi doanh nghiep eu phai co mot he thong kiem soat. He thong nay bao gom viec bao ve va kiem soat cac nguon tien mat, doanh thu va chi ph cua doanh nghiep.
He thong nay c thc hien qua viec s dung: Kiem soat tien mat Kiem soat doanh thu Kiem soat TSC Kiem soat chi ph
He tho n g kie m soa t pha i c tien hanh va giam sat thng xuyen. 2. Kiem soat tien mat
Co the c thc hien hang ngay, hang tuan, hang thang va hang nam. Kiem soat tien mat va cac khoan thu khac Bao cao hoa n thu tien Cac khoan chi le Phieu thu, chi tien mat
e xac nh c nhng dao ong, thay oi va khac biet.
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KHAI NIEM 3. Kiem soat doanh thu
MO TA Phan tch doanh thu e phat trien them buong. S dung so lieu thong ke va nhu cau tap hp so lieu thong ke. Theo doi sat so lieu thong ke ve cong suat s dung buong, lng khach, gia ban buong bnh quan.
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TIEU CHUAN Di ay la nhng con so thng c thong ke nhieu nhat oi vi nhng khach san nho: Ty le s dung buong. Ty le s dung ging. Ty le s dung buong oi. Gia trung bnh. Tan dung doanh thu. Thi gian lu tru bnh quan.
LY DO e so sanh vi ngan sach cua ngay hom nay, thang nay, nam nay. e so sanh vi so lieu nam trc va vi oi thu canh tranh. Viec nam c cac hoat ong dien ra trong khach san vao mua thap iem hay cao iem ve du lch, loai khach phuc vu, thoi quen tieu dung cua ho co y ngha quan trong bi nhng ngi quan ly co the s dung nhng thong tin nay e lap ke hoach, kiem soat va ra quyet nh. V du, biet chnh xac so lng nhan vien can thiet cung nh lch lam viec cua ho
KHAI NIEM 4. Kiem soat tai san co nh (TSC) I. Ty le luan chuyen hang lu kho (TLH)
MO TA Trong nganh cong nghiep khach san, cac con so ty le sau thng c s dung: Ty le nay the hien so lan luan chuyen hang lu kho trong nam.
TIEU CHUAN Cong thc
LY DO Giup anh gia mot cach hieu qua viec kiem soat so tien au t vao nhng tai san nhat nh.
TAI LIEU THAM KHAO Bookkeeping.The Easy Way. 3rd Edition. W.Kravitz.
Ph ton hang hoa ban = LTH Hang lu kho bnh quan Hang lu kho trung bnh = (Hang ton au ky + Hang ton cuoi ky)/2 365 -= so ngay TLH
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II. Ky luan chuyen hang lu kho
Ty le nay cho biet so ngay trong kho co hang.
5. Kiem soat chi ph
Kiem soat chi ph va chi tieu, ac biet la chi ph bien oi. Viec phan tch chi ph can c thc hien thng xuyen. Ngi quan ly khong nen ch en cuoi nam mi tnh toan e phat hien a lam chi.
Kiem soat ch ph mua hang. Kiem soat chi ph nhan cong. Kiem soat chi ph o an va o uong.
Tham khao d toan chi ph va chi ph cung ky trc o. Thong bao cho nhan vien biet e ho hieu c s can thiet phai kiem soat chi ph. Khen ngi nhng sang kien cat giam chi ph va keu goi nhan vien a ra cac giai phap cat giam chi ph.
Hospitality Industry Managerial Accounting 5 th Edition R.S. Schmidgall.
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KHAI NIEM 6. Cac v du ve kiem soat tien mat:
MO TA Cac bo phan co thu chi tien mat can thc hien cac bc e ghi chep lai moi giao dch.
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TIEU CHUAN Moi iem ban hang can co so ghi lai viec thu tien mat va ch co ngi quan ly/chu c oc ban can oi tien hang. Cong viec nay can c thc hien khi ket thuc moi ca lam viec. Can han che va theo doi sat tnh trang "khong co doanh so ban hang". Cac bao cao thu tien mat can c kiem tra hang ngay va ghi vao So nhat bien thu tien mat. Hang ngay moi khoan thu tien mat can c gi vao ngan hang.
LY DO Kiem soat tien mat va cac khoan thu khac theo mot he thong phu hp se co li cho chu khach san va cac nhan vien, bi ieu o cho thay moi ngi eu lam viec trung thc va co trach nhiem.
TAI LIEU THAM KHAO Bookkeeping. The Easy Way. 3rd Edition. W.Kravitz.
Kiem soat tien mat va cac khoan thu khac Bao cao thu tien mat
Nhan vien ban hang hoac thu ngan phai xuat phieu thu khi thu tien mat. Ghi chep so tien mat va sec nhan c cua moi ca trc.
Xem v du 5.8
KHAI NIEM Tien mat chi le
MO TA Tien mat chi le la mot so tien nho trong ket dung e thanh toan cho nhng giao dch nho. V du: Bien lai tien mat chi le Ten: Ngay: So: So tien Ngi phe duyet: Ngi nhan:
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TIEU CHUAN Chi tra tien (cho khach hay cho nha cung cap): - Luon luon s dung bien lai chi tien mat chi le. - Phai co ch ky cua ngi nhan. Tat ca cac bien lai tien mat chi le eu phai c ghi lai trong nhat bien chi tien mat.
LY DO Cho nhng khoan nho va trong trng hp khan cap.
Sec
Tam sec ngan hang ghi so tien va ten khach san tren o. Khi can thiet viec thanh toan bang sec c chap nhan va i kem vi hoa n a c chap thuan.
Cac tam sec nen c s dung theo th t co anh so va ngi viet sec nen ky vao o. Can 2 ch ky tren tam sec. Cac thong tin can tren tam sec: - Tra cho ai - Ngay thang - So tien (Bang so va ch) - Ch ky
Sec khong phai la tien mat va an toan hn khi s dung.
Khach san nen sao chup sec va thng dung khi thanh toan vi ni phat hanh.
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KHAI NIEM Ty le s dung buong
MO TA Con so thong ke nay bieu hien hoat ong cua khach san. V du: 32 buong co khach thue = 71,1 % 45 buong hien co
TIEU CHUAN Cong thc: So buong co khach thue So buong hien co Ket qua c bieu th di dang phan tram. Cong thc: So khach thue buong =% Tong so ging
LY DO Viec so sanh ket qua vi ket qua cua nam nay rat co ch cho viec anh gia tng lai. Cac so lieu thong ke nay nen c tnh toan theo ngay, thang, nam.
Ty le s dung ging
Viec s dung so lieu thong ke nay tng t nh so lieu ve ty le s dung buong ch khac nhau viec s dung ging. V du: 48 khach thue buong = 53,3 % 90 ging trong KS
Ty le s dung buong oi
Ty le s dung buong oi cho biet so buong co t nhat 2 ngi thue. V du: (48) - 32 = 16 = 50 % 32 (buong co khach thue)
Cong thc: (So khach - So buong co khach thue) =% Tong so buong co khach thue
So thong ke nay e anh gia doanh so cua bo phan Le tan va phong kinh doanh.
KHAI NIEM Gia trung bnh
MO TA So lieu nay anh gia doanh thu trung bnh cua moi buong co khach. V du: 2240 USD = 70 USD 32 (buong ban c)
TIEU CHUAN Cong thc: Doanh thu buong = USD Tong so buong ban c
LY DO Cung co the c tnh theo au khach va buong. Ban co the lay doanh thu buong chia cho so khach hoa c so buo n g trong khach san.
Ty le tan dung doanh thu
So thong ke nay dung e ch so doanh thu cha thc hien c. Ty le nay phan anh phan tram cua doanh thu buong thc te (doanh thu t cac buong cho thue) so vi doanh thu buong toi a (ngha la doanh thu co c t viec cho thue tat ca cac buong vi mc gia toi a). Example: 2240 USD = 58 % 3825 USD (45 buong x 85 USD)
Cong thc: Doanh thu buong thc te = % Doanh thu buong toi a sau khi cho thue tat ca cac buong.
So lieu quan trong nay am bao li nhuan toi u co the thu c t viec cho thue buong.
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KHAI NIEM Thi gian lu tru bnh quan
MO TA So thong ke nay the hien so em trung bnh khach ngh tai khach san.
TIEU CHUAN Cong thc: Thi gian khach lu tru: Ong A 1 em Ba B 2 em Ba C 3 em Ong D 4 em Ong E 5 em Tong cong: 15 em Thi gian khach lu tru trung bnh cua 5 khach tren: Trung bnh 15/5 = 3 em
LY DO Cong thc nay giup d bao viec at buong va chap thuan cac yeu cau at buong.
KHAI NIEM 7. Kiem soat mua hang
MO TA Kiem soat mua hang se lien quan ti viec thiet lap mot he thong mua hang hieu qua, tai o cac chng t c s dung va thanh toan mot cach hp le.
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TIEU CHUAN Cac bc thc hien:
LY DO
TAI LIEU THAM KHAO Managerial Accounting 2 nd Edition Schaum's outlines. Hospitality Management Accounting Michael M. Coltman, 2003 John Wiley & Sons.
1. Lenh mua hang phai khp vi phieu giao hang va hoa n. 2. Bat ky s khong nhat quan nao eu phai c ghi lai va theo doi. 3. Lenh mua hang va phieu giao hang phai luon co ay u ch ky.
Viec kiem tra, oi chieu hang hoa yeu cau mua va hang lu kho hang thang nen c thc hien thng xuyen.
4. Hang hoa moi khi c kiem tra can phai c ghi lai tren bao cao nhan hang/trong so nhan hang va nhap vao the lu kho cho tng mat hang.
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KHAI NIEM 8. Kiem soat chi ph nhan cong
MO TA Chi ph nhan cong can c kiem soat chat che va chi ph thc te phai c oi chieu vi chi ph cua d toan ngan sach theo tuan. Nhng ngi quan ly va giam sat bo phan phai tham gia vao viec kiem soat chi ph nhan cong. Cac bc lien quan en kiem soat chi ph nhan cong c tham khao t phan mo ta cong viec. Moi nhiem vu can c phan tch e phat trien thanh quy trnh thc hien va at ra thi gian can thiet e hoan tat nhiem vu o.
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TIEU CHUAN So sanh chi ph thc te vi ngan sach nam nay So sanh chi ph thc te vi chi ph nam ngoai So sanh chi ph thc te vi d toan.
LY DO Kiem soat chi ph nhan cong co the phc tap hn bat ky hnh thc kiem soat nao v no lien quan en viec anh gia nang suat lao ong. e kiem soat va chnh sa ke hoach nhan s va t o tnh c chi ph nhan cong.
TAI LIEU THAM KHAO Tham khao phan tren
Lien quan en viec phan tch cong viec, va tao lap hoac sa oi ban mo ta cong viec hien tai. Phat trien cac quy trnh thc hien va at ra thi gian can thiet e hoan tat cong viec.
KHAI NIEM 9. Kiem soat chi ph nhan cong:
MO TA Trnh o cua nhan vien phai c tnh toan. V du ve phan cong cong viec cho nhan vien buong. Nguyen tac tng t co the ap dung cho nhan vien to bep, nhan vien phuc vu o an, nhan vien quay bar, v.v..
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TIEU CHUAN So buong co khach.
LY DO e anh gia nang suat lao ong va kiem soat chi ph nhan cong bien oi.
TAI LIEU THAM KHAO Tham khao phan tren.
So nhan vien buong am nhiem bao nhieu buong. So nhan vien buong can thiet trong ngay cu the. Khi nang suat giam th chi ph nhan cong se tang len. V du, mot nhan vien buong don 14 buong mot ngay.
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KHAI NIEM 10. Kiem soat chi ph o an/uong
MO TA Viec kiem soat nhng chi ph nay bao gom viec s dung cac cong thc che bien tieu chuan cho moi o an va o uong trong thc n. Nhng cong thc che bien tieu chuan c s dung e tnh toan chi ph cho tng mon an (hoac theo khoi lng v du theo tng kg hay lt). Ngi ta con goi o la chi ph bien oi theo khau phan.
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TIEU CHUAN S dung cong thc che bien tie u chua n cho t n g o an/uong tren thc n.
LY DO Bat ke quy trnh mua hang cua ban co c kiem soat chat che en au, doanh nghiep cua ban van se chu thiet hai neu viec kiem soat noi bo ve o an/uong khong c am bao. e tnh toan chi ph bien oi theo tng khau phan.
Cac cong thc che bien tieu chuan
Bc 1: Liet ke tat ca nguyen lieu au vao. Khoi lng cua moi khau phan. Gia ca theo khoi lng (theo kg hay theo khau phan).
Nhng cong thc che bien tieu chuan nay sau o co the dung e tnh chi ph va cung cap thong tin ve tong chi ph va chi ph cho tng khau phan. Khi xac nh c chi ph theo khau phan, ban co the tnh c gia ban cua san pham. Muc tieu li nhuan gop co the thay oi phu thuoc vao chi ph nguyen lieu au vao va nhu cau xac nh gia ban thc te.
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Chat lng nguyen lieu au vao. Phng phap che bien. Bc 2: Cong tat ca cac chi ph va xac nh tong gia von theo khau phan. Bc 3: Cong tong li nhuan can bien (theo chuan quoc te, bang tong chi ph theo khau phan X 2,5 - 3,5). Tong hp gia von bien oi theo khau phan e kiem soat gia von o an va o uong (chi ph tong cho cac mon an va o uong). e bu ap cho cac chi ph co nh cua bo phan.

KHAI NIEM 1. Quan ly tien mat
QUAN LY NGHIEP VU KE TOAN Quan ly tien mat (Kien thc)

MO TA TIEU CHUAN
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LY DO Co vai tro quan trong oi vi viec lap ke hoach, kiem soat, va ac biet la viec ra quyet nh. Co y ngha vo cung quan trong, ho tr cho viec kiem soat nguon tien san co trong kinh doanh e tao ra doanh thu toi a.
Quan ly tien mat oi hoi phai quan ly tot moi danh muc von lu ong cua doanh nghiep. Quan ly tien mat oi hoi phai quan ly tot oi vi tien mat, cac khoan phai thu, hang ton kho va cac khoan phai tra.
Kiem soat cac quy trnh thu, chi tien mat va kiem soat cac bo phan nh Tra lng, Nha hang va Buong.
Quan ly tien mat oi hoi phai quan ly tot 4 bc:
Tien mat. Cac khoan phai thu. Hang ton kho. Cac khoan phai tra.
Khi quan ly nhng danh muc von lu ong nay, nha quan ly phai chac chan rang von lu ong phai u thanh toan cho cac khoan phai tra.
Tham khao phan tren.
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KHAI NIEM 2. Thanh toan n ung han (cac khoan phai tra)
MO TA Cac nha cung cap hang hoa va dch vu cho khach san, v du: cong ty dch vu giat la, cong ty cung cap o uong, nha cung cap (ien thoai) tht ca v.v..
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TIEU CHUAN Trong vong 30-60 ngay ke t ngay xuat hoa n.
LY DO Neu khong thanh toan ung han, co kha nang doanh nghiep se e mat c hoi tn dung, mat i cac nha cung cap, va quan trong nhat la tao tieng xau ve kha nang tn dung trong kinh doanh. e tranh thieu tien mat hoac li nhuan rong thap, v mot ty le nao o trong so cac khoan phai thu nay co the thanh n kho oi va ban phai xoa bo cac khoan n nay.
3. Cac khoan phai thu
Tap hp cac hoa n ton ong cua nhng khach hang ang n tien khach san. o co the la khach quen (s dung buong va nha hang) hay cac cong ty, cac to chc, cac hang l hanh va cac cong ty du lch.
Hoa n xuat trong vong 24 gi hoac sau khi lam thu tuc tra buong. Hoa n c fax hoac gi trong vong mot tuan. Bat au thu tien trong vong 30 ngay. In hoa n ma cong ty hay khach thanh toan trong vong 30 ngay. Bat au thu tien sau 30 ngay. Viec thu hoi cac khoan n t khach hang phai c tien hanh ung hen.
Cac hoa n khong the thu c tien.
KHAI NIEM 4. Quan ly hang ton kho
MO TA So tien au t qua nhieu vao hang ton kho la so tien khong hieu qua v no khong sinh li. Hang ton kho t co the khong ap ng c cac n hang do het hang va co the anh mat c hoi giam gia oi vi nhng n hang ln.
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TIEU CHUAN Danh muc thc pham. Danh muc kho. o uong. Thiet b buong phong. Thiet b van phong. Phong lu tr o kho.
LY DO Qua nhieu hang ton kho cung co the lam tang chi ph lu kho, khien hang hoa bay hi, giam gia tr, qua han dung va khach san th phai tra nhng khoan lai vt troi khong can thiet.
TAI LIEU THAM KHAO Tham khao Phan viec 6.6. Bao cao cuoi thang.
5. Tien mat tai quy
Cac chuyen gia khuyen rang ch nen gi mot so tien nho tai quy cua doanh nghiep dung cho nhng khoan chi tra nho.
Tien mat tai quy phai u chi tra cho cac giao dch thong thng hang ngay cho en cuoi ca hoac cuoi ngay. Tien can c ghi chep can than va gi vao ngan hang ngay trong ngay hoac muon nhat la ngay hom sau.
e hng lai suat hoac tai au t e tang doanh thu.
Lng tien gi tai doanh nghiep rat quan trong nhng cung kha nguy hiem ve mat an ninh.
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KHAI NIEM 6. Tien gi ngan hang
MO TA ay la so tien c gi vao mot tai khoan vang lai c m tai ngan hang.
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TIEU CHUAN So tien trong tai khoan nay phai u e tra lng va thanh toan cac hoa n en han thanh toan khac. Bat ky so tien (vt troi nao) gi ngan hang vt troi nao cung co the c au t vao lnh vc khac e tao them doanh thu.
LY DO Trong moi lnh vc kinh doanh, tnh trang d tha hay thieu hut tien mat eu co the xay ra vao bat ky thi iem nao. ieu nay rat ung va thng xay ra hn trong nganh cong nghiep khach san bi tnh thi vu cua nganh nay.
TAI LIEU THAM KHAO
Lu y: viec a cong nghe may tnh vao moi trng ni cong nghe hien cha c s dung co the gay nan long. Tuy nhien, khi a lam chu cong nghe nay, se chang ai hoi tiec vi quyet nh o. Hien co mot so phan mem quan ly chnh xac, nhanh va tiet kiem chi ph nhan cong ke ca cac phan mem viet rieng cho cac khach san nho. Rat nhieu phan viec va neu c lam bang may tnh co the hieu qua hn bang cac he thong thu cong khac.

KHAI NIEM 1. Doanh thu
QUAN LY NGHIEP VU KE TOAN Bao cao ket qua kinh doanh (Kien thc)
MO TA TIEU CHUAN
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LY DO Neu chung ta co the xac nh va hieu c nhng yeu to c ban cua cac bao cao tai chnh (v du, bao cao ket qua kinh doanh hay bang can oi ke toan), chung ta se hieu c ly do chu yeu e xay dng cac bao cao o. Trc het ban phai phat sinh chi ph e co hang ban va tao ra doanh thu.
Trong bat c loai hnh to chc nao, doanh thu eu co c t mot hay nhieu nguon e chi tra cho cac hoat ong cua to chc, t o lam phat sinh chi ph.
Bao cao ket qua kinh doanh hay noi cach khac la moi khoan thu co c t nhieu nguon thu nhap khac nhau cua khach san. Doanh thu buong, bo phan Nha hang.
2. Chi ph
Chi ph la cac khoan chi tieu ma khach san phai tra e duy tr hoat ong cua mnh.
Mua nhng hang hoa thanh pham nh o uong cho quay bar, thc pham cho nha hang, mua sam trang thiet b nh tu lanh cho nha bep, thanh toan cac khoan tien nh tra lng cho nhan vien, tra tien nhien lieu v.v.. Xem va so sanh doanh thu vi chi ph (trc tiep va gian tiep) hoat ong cua doanh nghiep trong mot thi ky xac nh.
3. Bao cao ket qua kinh doanh
Bao cao ket qua kinh doanh c lap e ch ra doanh nghiep kinh doanh co lai hay lo.
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KHAI NIEM 4. Bang can oi ke toan
MO TA Bang can oi ke toan, lai cho thay tnh hnh tai chnh cua doanh nghiep tai mot thi iem cu the.
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TIEU CHUAN Thng c lap moi nam mot lan. Do ke toan trng hoac ke toan ben ngoai lap. Lai rong. Hay lo rong.
LY DO Cho nha quan ly, chu au t va cac to chc khac nh ngan hang.
5. Hnh thc bao cao ket qua kinh doanh
Cho biet loai hnh va khoi lng doanh thu (thu nhap), chi ph va lai hay lo rong sau khi tr chi ph t doanh thu. Lai rong xay ra khi doanh thu t viec ban hang hoa va dch vu ln hn chi ph phai bo ra e co c khoan doanh thu o.
6. Lai rong
Lai rong xay ra khi doanh thu ln hn chi ph.
7. Lo rong
Lo rong xay ra khi chi ph cho doanh thu s dung ln hn doanh thu nhan c, o la khi chi tieu vt qua thu nhap.
Lo rong xay ra khi chi ph ln hn doanh thu.
KHAI NIEM 8. Kiem soat doanh thu va chi ph
MO TA Bao cao ket qua kinh doanh co the s dung e kiem soat doanh thu va chi ph cua khach san.
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TIEU CHUAN So sanh doanh thu theo thang hoac theo nam. So sanh ket qua cua nam hien tai vi nam trc va vi d toan ngan sach. So sanh ket qua cua tng bo phan e xac nh xem bo phan nao kinh doanh hieu qua nhat. Tnh toan kha nang sinh li.
LY DO
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KHAI NIEM 9. Mau bao cao ket qua kinh doanh
MO TA Bao cao gom 3 phan: 1. Tong thu nhap.

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TIEU CHUAN
LY DO
ay la tong doanh thu cua tat ca cac bo phan.
2. Thu nhap rong hay tong li nhuan t hoat ong kinh doanh. (Cho biet giam oc bo phan ang kiem soat va quan ly cac nguon cua bo phan hieu qua en mc nao, ieu nay se c trnh bay ro trong phan 2 nay cua bao cao ket qua kinh doanh). 3. Li nhuan rong.
Bao gom chi ph trc tiep va gian tiep co the kiem soat c bi giam oc bo phan, va c phan bo hoan toan cho bo phan o.
Neu bo phan nao khong con hoat ong th se khong phat sinh chi ph. (Chang han nh chi ph hanh chnh, dch vu, lai cac khoan vay, bao hiem v.v..).
Nhng chi ph khong trc tiep phat sinh t bo phan se c khau tr khoi li nhuan gop t hoat ong kinh doanh. S dung mau bieu di dang bieu o hay s dung cong thc CPV dang c ban cho phep tnh toan c iem hoa von.
Nhng chi ph nay van se c thanh toan ngay ca khi mot bo phan nao o khong con hoat ong. Cho biet thu nhap rong at c tai mc hang ban nhat nh, doanh thu hang ban them can thiet e bu ap chi ph va at c mc li nhuan at ra.
10. Phan tch khoi lng li nhuan va chi ph (CPV)
La mot cong cu hu ch cho chu khach san nho, khi hoach nh ke hoach tai chnh.
KHAI NIEM 11. Cong thc CPV
MO TA Chi ph, li nhuan, khoi lng e tnh toan iem hoa von.
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TIEU CHUAN Gia ban n v tr (-) bien ph (chi ph bien oi) n v bang (=) so d am ph n v.
LY DO
TAI LIEU THAM KHAO
Chi ph co nh so d am ph n v = iem hoa von (n v)
v du: Mot quay bar cua khach san co CPC la 2.200 USD/ thang Va chi ph bien oi chiem 55% khoan d tr ban hang. Trung bnh moi khach hang bo ra 2,80 USD Tnh xem can co bao nhieu khach hang moi thang e at ti iem hoa von.
So d am ph:
2,80 USD nhan 55% = 1,54 USD
iem hoa von la khi ban khong co lai va cung chang b lo. Doanh thu toi thieu e bu ap moi chi ph.
2,80 tr (-) 1,54 = 1,26 USD

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iem hoa von: 2.200 : (CPC) = 1.746 khach hang 1,26
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KHAI NIEM
MO TA CPC tang len 2.500 USD
TIEU CHUAN Tnh toan s anh hng en ket qua : 2.500 =1.984 khach hang 1,26
LY DO
TAI LIEU THAM KHAO
Quay bar muon at li nhuan 600 USD/thang.
Tnh toan so lng khach hang can thiet: CPC + li nhuan can thiet. So khach hang can thiet e at c mot so d am ph li nhuan nao o: 2.200+600 1,26 2.800 = 2.222 khach hang 1,26

KHAI NIEM 1. D thao ngan sach
QUAN LY NGHIEP VU KE TOAN Lap d toan ngan sach (Kien thc)

MO TA TIEU CHUAN
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LY DO Mot d thao ngan sach oi lap vi cac bao cao chi ph san xuat, bao cao ket qua kinh doanh, va cac bao cao tng t khac c xay dng da tren nhng g a xay ra trong qua kh. Cung vi nhng thong tin d oan, ban co the s dung thong tin ke toan trong qua kh khi lap cac d thao ngan sach.
D thao ngan sach la d tru chi tiet bang so ve quy mo kinh doanh trong mot ky hoat ong nao o trong tng lai. Cac d thao ngan sach mang tnh chi tiet.
Cac d thao ngan sach luon luon la mot d tru cho hoat ong tng lai. Cac d thao ngan sach giup vach ra chnh sach quan ly va cac bien phap kiem soat bang viec so sanh ket qua at c vi d tnh va tap trung vao nhng lnh vc can hieu chnh. Mot d thao ngan sach thng co thi ky 12 thang (cho mot giai oan tai chnh). D thao ngan sach c chia thanh 12 thang hay giai oan. D toan ngan sach chnh thc at ra nhng muc tieu cu the trong giai oan tai chnh va bang cac phng thc hp ly, xac nh cach thc s dung ngan quy e at c nhng muc tieu o.
2. D toan ngan sach chnh thc
D toan ngan sach nay do cap quan ly lap, sau o c kiem tra, chnh sa va phe duyet bi giam oc/ngi chu cua to chc.
Quy trnh lap d toan ngan sach nay la mot phan quan trong trong he thong ke toan va quan ly cua doanh nghiep.
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KHAI NIEM 3. S dung d toan ngan sach
MO TA Cac d toan ngan sach c lap theo thuat ng so hoa, mac du khong nhat thiet bang ong o la va xu (1/1000 o la). D toan ngan sach la cong cu thong tin hu ch va la mot tieu chuan e so sanh vi ket qua kinh doanh thc te. To chc phai hieu the nao la ke hoach. Hieu biet thau ao khong ch lien quan en kien thc ve cac chng trnh, muc tieu ma ca kien thc ve cac chnh sach va han che ma to chc phai tuan thu.
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TIEU CHUAN Tat ca cac giao dch c d toan trc trong hoat ong kinh doanh phai c lap rieng. Ve nguyen tac, can d toan rieng biet khoi lng moi loai giao dch cho moi thang hoac cho nhieu chuoi giai oan ngan trong pham vi mot giai oan d bao dai. D toan ngan sach a c duyet chnh la cong cu hu ch nhat e truyen at thong tin nh lng lien quan en nhng muc tieu va han che nay.
LY DO D toan ngan sach chnh la cha khoa cua qua trnh lap va phoi hp ke hoach.
V du ve loai thong tin nay gom: so tien toi a chi tra cho nhng hoat ong nh quang cao, bao dng, chi ph hanh chnh va mc lng co the tra va gi lam viec, chat lng mong muon, v.v.. Tao c s vng chac e ieu hanh doanh nghiep. D toan ngan sach co the giup vach ro chnh sach quan ly cac bien phap kiem soat bang viec so sanh ket qua at c vi d tnh va tap trung vao nhng lnh vc can hieu chnh. Accounting for the Hospitality Industry Monarz & Pontocarrera, 2003, US Imports.
4. Lap d toan ngan sach
Lap d toan ngan sach la hoach nh ke hoach ve mat tai chnh cho tng lai.
Lap cac d toan ngan sach cho :

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Chi ph von. Chi ph hoat ong. Chi ph moi bo phan. Doanh thu moi bo phan.
KHAI NIEM 5. Cac chc nang cua viec lap d toan ngan sach
MO TA Lap ke hoach
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TIEU CHUAN Ke hoach lap trc buoc cac nha quan ly phai can nhac nhng hoat ong thay the, anh gia mot cach ung an va quyet nh chon cac giai phap thay the phu hp nhat.
LY DO Cac nha quan ly lng trc c nhng van e trc khi chung nay sinh, giup ho co thi gian can nhac cac bien phap thay the e vt qua kho khan. Hanh ong nh vay co xu hng tao ra ket qua tot hn nhng quyet nh voi va. Neu khong lap ke hoach, cac trng bo phan co the a ra nhng quyet nh tng lai khong tng ong hoac tham ch i ngc vi cac bo phan khac.
Phoi hp:
Viec lap d toan ngan sach giup tranh c cac mau thuan bang cach khuyen khch cac trng bo phan can nhac xem ke hoach cua ho anh hng nh the nao ti cac bo phan khac cung nh cac bo phan khac anh hng ti chnh ho ra sao. He thong tnh toan nhng khac biet so vi ngan sach, v du: s khac biet trong nhan thc ve chi ph khen thng gia nhan vien va ngi quan ly, neu bat cac khoan muc boi chi nhng quan trong hn la cac khoan muc cha at.
Kiem soat va anh gia viec thc hien:
Viec chuan b d toan ngan sach a ho tr qua trnh lap ke hoach; cach thc s dung cac d toan ngan sach giup ch cho viec kiem soat va anh gia hieu qua thc hien.
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KHAI NIEM
MO TA Thanh phan tham gia:

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TIEU CHUAN Nh s tham gia tch cc cua quan ly bo phan vao tat ca cac bc cua khau ieu hanh, quy trnh lap d toan ngan sach a cac thanh vien gi cac chc vu khac nhau xch lai gan nhau hn.
LY DO Moi thanh vien eu cam thay mnh co vai tro trong viec ieu hanh to chc, ieu o lam tang mc o hai long cua ho oi vi cong viec va nh vay nang suat lam viec cung tang theo. Qua qua trnh nay, oi ngu nhan vien cac cap eu y thc hn ve chi ph.
TAI LIEU THAM KHAO
6. Chu trnh lap d toan ngan sach
Xac nh nhng muc tieu thc te:
Khi chuan b lap d toan ngan sach, phai tnh en cac nhan to thc tai. Phai can nhac va phan anh cac li the c hoi cung nh nguy c rui ro trong d toan ngan sach. Ke hoach can khi au tai cap bo phan, ni trng bo phan va nhan vien xac nh c viec can lam e at c nhng muc tieu o. Tuy vao c cau to chc ma bo phan marketing nen hay khong nen phoi hp chat che vi cac bo phan khac.
So sanh vi nam trc
Lap ke hoach e at c nhng muc tieu o:
KHAI NIEM
MO TA So sanh ket qua

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TIEU CHUAN Khi so sanh cac ket qua, ban se at cau hoi va kiem tra cac iem khac biet. Neu ket qua vt qua hay di mc mong i, ban can phai xac nh c tnh huong lien quan. S khac biet khong em lai giai phap ma ch xac nh lnh vc khac biet. S khac biet gia d toan ngan sach va thc te co the do hoan canh ma khong ai co the oan trc c, v du, bao, chay, suy thoai kinh te. S khac biet cung co the do doanh so ban hang tang ieu nay cung can c phan tch e ho tr cho viec xay dng ke hoach tng lai. Ban can cai tien quy trnh nay. Nh vay, hieu qua kinh doanh se c nang cao nh nhng quyet nh quan ly ung an hn.
LY DO
TAI LIEU THAM KHAO
Neu can thiet, phai hieu chnh:
Ngoai ra, mot nhan to quan trong co the la do viec xem nhe yeu to canh tranh. Tuy nhien, tnh linh hoat cua cac d toan ngan sach cho phep a ra mot so ieu chnh nham hoan tat viec anh gia cuoi cung.
5. Cai tien quy trnh lap d toan ngan sach:
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KHAI NIEM 7. Mot ban hp ong hay cam ket gia hai ben quan ly va giam sat hoat ong.
MO TA Khi d toan ngan sach c lap phu hp vi cac quy trnh neu tren th tai lieu cuoi cung giong nh mot ban hp ong.
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TIEU CHUAN D toan ngan sach cho nam trong o doanh thu va chi ph c chi tiet theo tng thang va tong ket theo nam. Kem theo ban ke hoach hanh ong e at c ngan sach o.
LY DO Bang viec phe chuan vao ban d toan ngan sach, ban giam oc noi vi giam sat cac bo phan rang: "neu anh ch ieu hanh hoat ong cua bo phan mnh theo ung ke hoach nay, chung toi se coi nh anh ch ang hoan thanh tot nhiem vu cua mnh.
TAI LIEU THAM KHAO

KHAI NEM 1. Tnh ph dch vu
QUAN LY NGHIEP VU KE TOAN Chi ph (Kien thc)

MO TA TIEU CHUAN
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LY DO e xac nh gia ban phu hp trong o a co lai hay a at ti iem hoa von. Chi ph dch vu a phan la co nh ch khong nh cac to chc san xuat chu yeu la chi ph bien oi nh chi ph nguyen vat lieu va nhan cong.
TAI LIEU THAM KHAO Accounting for the Hospitality Industry Monarz & Pontocarrera, 2003, US Imports.
Tai bat ky khach san nao, cac dch vu a ra eu phai i kem chi ph. Nhieu chi ph dch vu se can c vao chi ph nhan cong nh tien lam them gi, tien bu lam ngay le, tien thng, v.v..
Khi tnh ph dch vu, viec phan chia chi ph thanh chi ph co nh va chi ph bien oi thng rat quan trong.
e tnh ph mot dch vu, khach san phai tap hp tat ca cac chi ph giong nh cach lam cua mot to chc san xuat. Chia chi ph thanh: Chi ph co nh. Chi ph bien oi.
2. Chi ph co nh
La nhng chi ph khong thay oi trong thi gian ngan, v du ph bao hiem oto cua khach san la chi ph co nh moi nam.
Cac chi ph co nh can c chia nho va tnh vao chi ph chung cua dch vu cung cap.
Nhieu chi ph dch vu la chi ph co nh. e tnh toan iem hoa von cua cac dch vu. Chi ph co nh, chi ph bien oi va li nhuan se quyet nh gia ban cac dch vu.
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KHAI NEM 3. Chi ph bien oi
MO TA La nhng chi ph phu thuoc hoac bien oi theo viec s dung cac dch vu. V du, chi ph giat la phu thuoc vao ty le at buong hay chi ph xang dau phu thuoc vao viec s dung xe cua khach san.
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TIEU CHUAN Chi ph bien oi can c tnh toan theo moi n v dch vu va theo tng dch vu (buong, suat an, n v o uong, moi chang ng, v.v..) Chi ph bien oi tren mot n v se ch ra viec quan ly chi ph tang them lien quan khi cung cap then mot n v dch vu. Dch vu Nha hang Dch vu KS n v Khau phan an Ngay khach lu tru Khach-km
LY DO e tnh c iem hoa von cua dch vu, chi ph co nh, chi ph bien oi va li nhuan se quyet nh nh gia ban cua dch vu.
4. Cac n v dch vu
Viec la chon mot n v tnh toan cho san pham dch vu: Cac n v dch vu la cac bo phan hoac cac dch vu tao ra doanh thu. v du: phong cho thue, dch vu an, uong, giat la va phng tien i lai. .
e quyet nh xem dch vu nao ang c cung cap va phng phap kiem soat chi ph nao la hp ly nhat.
Van chuyen
KHAI NEM 5. Xac nh gia buong va gia dch vu an uong
MO TA Xac nh gia theo cach tiep can t di len "Bottom up". Xem xet gia cua oi thu canh tranh. Xem xet san pham ban c. Hau het cac san pham ban chay nhat eu co the a ra li nhuan can bien nho hn neu can thiet va ngc lai.
TIEU CHUAN 1. Liet ke tat ca cac chi ph lien quan. 2. Liet ke cac chi ph co nh cua moi dch vu. 3. Liet ke cac chi ph bien oi cua moi n v dch vu. 4. Tang them li nhuan can thiet cho moi n v dch vu.
LY DO Can at c cac muc tieu cua ca nam. Ban co a ra c san pham oc ao hay ban co oi thu canh tranh khong? Ban khong can phai at c cung ty le li nhuan cho moi san pham.
6. Ty le chi ph thc pham
La mot ty le dch vu thc pham so sanh gia chi ph thc pham vi doanh thu thc pham ban ra.
Ty le chi ph thc pham = Chi ph thc pham mua vao =% Doanh thu thc pham ban ra Hoac: 1.200,00 USD = 40 % 3.000,00 USD
Hau het cac nha quan ly s dung ty le nay e xac nh xem gia thanh thc pham co hp ly hay khong.
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KHAI NEM 7. Ty le chi ph o uong
MO TA Ty le nay co c bang cach chia chi ph o uong mua vao cho doanh thu o uong ban ra. Ty le nay co y ngha rat ln oi vi chu au t, chu n va anh gia c viec quan ly tnh hnh tai chnh va hoat ong cua khach san.
TIEU CHUAN Ty le chi ph o uong Chi ph o uong mua vao =% Doanh thu o uong ban ra Hoac: 280,00 USD = 19.31 % 1.450,00 USD
LY DO Tuy nhien, nhng ty le nay ch la cac ch so. Chung ch co y ngha thc s khi at trong quan he so sanh gia hai ch so lien quan, chang han nh so vi tnh hnh cua nam trc, so vi mc bnh quan cua nganh, hay so vi ty le theo d toan ngan sach.
8. Ty le phan tram chi ph nhan cong
Chi ph nhan cong bao gom tien cong, tien lng, tien thng, thue thu nhap va cac phuc li. Chi ph nhan cong tong quat la mot iem chuan. V muc ch kiem soat, chi ph nhan cong phai c phan tch theo bo phan.
Ty le phan tram chi ph nhan cong tong quat = Tong chi ph nhan cong =% Tong doanh thu V du: 3.000,00 USD = 30 % 9.000,00 USD
Chi ph ln nhat trong cac khach san va nha hang nho chnh la chi ph nhan cong. S dung cach tnh tng t: Ty le chi ph nhan cong cua bo phan nha hang c xac nh bang cach chia chi ph nhan cong cua bo phan nay cho doanh so ban hang an uong. Bo phan buong phong cung c tnh tng t.

BC 1. Bao cao cuoi thang
QUAN LY NGHIEP VU KE TOAN Bao cao cuoi thang

CACH LAM TIEU CHUAN
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LY DO e so sanh vi nam trc, thang trc va vi d toan ngan sach at ra.
TAI LIEU THAM KHAO Accounting for the Hospitality Industry Monarz & Pontocarrera, 2003, US Imports.
e khoa so ke toan, tnh toan cac ty le va bat au mot thang hoac mot ky ke toan mi.
Tnh toan chi ph. Thanh toan tien lng. Quan ly tien mat. Kiem soat hang ton kho. So sanh cac con so ty le. Kiem soat doanh thu. Bao cao hang thang va d bao. Cuoi thang tien hanh kiem ke toan bo hang hoa trong kho va tai cac bo phan.
2. Kiem ke hang ton kho hang thang
Viec kiem tra hang hoa yeu cau mua va hang ton kho hang thang nen c thc hien thng xuyen.
e tnh toan ty le va thi gian quay vong cua hang ton kho.
Accounting for the Hospitality Industry Monarz & Pontocarrera, 2003, US Imports.
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BC 3. oi chieu so lieu ngan hang
CACH LAM oi chieu so lieu ngan hang can tien hanh hang thang ngay khi nhan c ban ket toan cuoi thang cua ngan hang.
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TIEU CHUAN V du sau ay se ch ra cach lam cu the:
LY DO e kiem soat va kiem tra dong tien va so tien mat san co e thanh toan moi chi ph va tra lng cho thang sau.
V du: So d au ky tai ngan hang 3.702 USD So d cua khach san 4.081USD Sec cha c thanh toan So 3510 2.295 USD Lai ngan hang 61USD Ban ket toan cua ngan hang 2.900 USD Ph ngan hang 22 USD Nghiep vu phat sinh so 3507 187 USD
BC
CACH LAM Viec oi chieu va can oi so d tren ban ket toan ngan hang va so d tren so ke toan cua khach san c lam nh sau:
TIEU CHUAN SO D NH 3.702 2.900 (187) (2.295) 4.120 SO D CUA KS 4.081 61 (22) 4.120
LY DO
4. So nhat ky tien gi
Tat ca cac nghiep vu phat sinh tren tai khoan co, tai khoan tien mat va tai khoan phai tra can c tong hp va kiem tra.
So lieu hang ngay can c oi chieu kiem tra vi ban ket toan cua ngan hang. Tien mat va sec phai gi vao ngan hang hang ngay. Cuoi thang, so d tren ban ket toan cua ngan hang phai giong so d tren so nhat ky tien gi.
Tien mat hay sec can thng xuyen c gi vao tai khoan ngan hang cua khach san. Viec thanh toan phai c thc hien bang chuyen khoan, va khong c vt qua so d.
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BC 5. Chi ph tien lng
CACH LAM La nhng chi ph lien quan en lng phai tra cho nhan vien moi ky.
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TIEU CHUAN Nhan vien c tra lng bang sec hoac qua tai khoan ca nhan tai ngan hang, ch khong nhan tien mat. Giam sat bo phan kiem tra va phe duyet the cham cong.
LY DO Co the c thanh toan hai tuan mot lan theo chu ky 04 tuan hay moi thang.
Lap bang lng cho moi nhan vien va cho toan bo nhan vien tng bo phan theo tng thi ky. (oi chieu kiem tra). So tien thc tra va so tien tren bang lng nen c kiem tra mot cach oc lap. Giam oc luon phai ky tren sec thanh toan lng hoac phieu chi lng qua ngan hang.
BC 6. Tai khoan phai thu
CACH LAM Hang thang, so lieu tren so cai chi tiet cua tai khoan phai thu phai c oi chieu kiem tra vi so lieu tren so cai tong hp cua tai khoan nay.
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TIEU CHUAN Tong ket cac hoa n ve cac khoan n phai thu con ton ong. Nhom cac khoan phai thu theo thi gian: N di 30 ngay. N t 30-60 ngay. N di 90 ngay va n tren 90 ngay). Tap trung thu tien cua cac khoan n en han. Kiem tra cac hoa n en han phai thanh toan (cung vi viec giam gia khi tra sm, neu co). oi chieu vi cac lenh mua hang a c duyet. So d hang thang cua tai khoan phai tra can c bao cao cho ngi quan ly.
LY DO Co vai tro quan trong trong viec tnh toan doanh thu. e tranh sut giam doanh thu (oi vi nhng hoa n co the thu c tien). Cac hoa n con n anh hng en dong tien cua khach san.
7. Tai khoan phai tra
Hang thang, so lieu tren so cai chi tiet cua tai khoan phai tra phai c oi chieu kiem tra vi so lieu tren so cai tong hp cua tai khoan nay.
So d hang thang = tat ca so d tren tai khoan n phai bang tat ca so d tren tai khoan co.
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BC 8. Chi ph o an/uong
CACH LAM Tnh toan ty le phan tram chi ph o an/uong hang thang.
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TIEU CHUAN Tong chi ph o an %. Tong chi ph o uong %. Theo bo phan. So sanh vi d toan ngan sach va vi chi ph cung thang nam trc. Phan tch nhng khac biet. Ty le s dung buong. Ty le phan tram khach thue buong. Ty le s dung ging. Ty le s dung buong oi. Tan dung doanh thu. Thi gian lu tru bnh quan cua khach.
LY DO e kiem soat chat che nhng khac biet. Neu ty le phan tram cua chi ph qua cao, ban can phai kiem tra va that chat viec kiem soat.
TAI LIEU THAM KHAO
9. So lieu thong ke cua khach san
Xem xet lai cac iem kiem soat doanh thu va so sanh vi d toan ngan sach cua nam ngoai e tm ra s khac biet. Phai luon tm hieu, nghien cu nhng sai lech cua cac con so thong ke khi so sanh vi d toan ngan sach va so lieu thong ke nam ngoai cua khach san.
e tm ra xu hng chung va giai thch ly do.
Tham khao phan viec 5.3 Phan 1 Quan ly tien mat va cac he thong kiem soat.
BC 10. Ty le von lu ong
CACH LAM Ty le kha nang thanh toan bang tien mat la ty le gia tong tai san lu ong tren tong tai san n ngan han, va ty le nay cho thay kha nang chi tra cua khach san cho khoi lng ln tai san.
TIEU CHUAN Ty le von lu ong = Tai san lu ong Tai san n ngan han V du: 338.700 USD = 214.000 USD 1,58 lan hay 1,58 tren 1
LY DO Vi moi ola n ngan han, khach san co tng ng 1,58 o la tai san lu ong. Chu khach san thng thch ty le von lu ong thap hn la ty le cao. Ho coi au t vao a so tai san lu ong la kem hieu qua.
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PHAN 6:
Gii thieu
QUAN TR NHAN S
Phan nay gii thieu nhng van e can ban ve nguon nhan lc phu hp vi khach san nho. Nhan vien khach san la nguon von nhan lc cua ban va cho du quy mo khach san nh the nao, chung ta luon can giai quyet cac van e nguon nhan lc. Tuy thuoc vao quy mo cua khach san, cong tac nay co the do giam oc khach san am nhiem hoac c giao cho mot can bo lau nam c ao tao chuyen nganh.
ieu quan trong can hieu la nganh khach san oi hoi nhieu lao ong, chuyen nganh, tnh trang lu chuyen nhan lc kha pho bien va gay ton kem; hn the, kinh doanh khach san co tnh mua vu. Do o, mot iem quan trong la can tuyen dung va duy tr oi ngu nhan vien gioi e khach san cua ban t nhat la co the ap ng ky vong cua khach. Ngi quan ly phai tao c khong kh lam viec e nhan vien co the phat huy toi a nang lc, dan en hnh thanh nhng ca nhan va nhom co nang suat lao ong cao.
Cong tac ao tao va giam sat hieu qua rat can thiet e duy tr ong lc lam viec va trach nhiem cung cap cac dch vu cua khach san. Tieu chuan VTOS la cong cu quan trong giup khach san cung cap cac dch vu mot cach nhat quan. Thc hien cung cac van e ve nguon nhan lc trong phan nay, ngi quan ly se luon co nhng khach hang hai long va oi ngu nhan vien vui ve lam viec trong khach san.
PHAN PHAN PHAN PHAN PHAN PHAN
VIEC VIEC VIEC VIEC VIEC VIEC
6.1: 6.2: 6.3: 6.4: 6.5: 6.6:
Gii thieu ve chc nang quan tr nhan s (Kien thc) Tuyen dung, thue va cho thoi viec nhan vien (Kien thc) Hp ong lao ong va lng (Kien thc) ao tao nh hng va so tay nhan vien Ban mo ta cong viec (Kien thc) anh gia hieu qua lam viec
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PHAN VI: QUAN TR NHAN S PHAN VIEC 6.1: GII THIEU VE CHC NANG QUAN TR NHAN S
NGANH KHACH SAN CAN NHIEU NHAN CONG
TUYEN DUNG
AO TAO
AO TAO
XAY DNG BANG MO TA CONG VIEC
PHAN VIEC 6.1:
GII THIEU VE CHC NANG QUAN TR NHAN S
MOI QUAN HE ONG NGHIEP
ANH GIA
BANG LNG VA HP ONG
LAP KE HOACH NHAN S
AO TAO NH HNG NGHE NGHIEP
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PHAN VIEC 6.1:
GII THIEU VE CHC NANG QUAN TR NHAN S
SO TAY NHAN VIEN
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ONG PHUC
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KET THUC HP ONG/THOI VIEC
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CAC QUY NH/KY LUAT
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KHAI NEM 1. Chc nang cua bo phan nhan s
QUAN TR NHAN S Gii thieu ve chc nang quan tr nhan s (Kien thc)
MO TA TIEU CHUAN
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LY DO Nhan vien cua ban la nguon lc quy gia nhat. Nhan vien la nhng khach hang noi bo.
KIEN THC International Human Resource Management in the Hospitality Industry Hofman, S. Johnson, C. Lefever, M., 2000 Education Institute American Hotel and Hotel Association. Tham khao phan tren.
Bo phan nhan s tao lap mot moi trng nang ong, o nhan vien co the lam viec va mang lai dch vu tot nhat.
Kinh doanh khach san la nganh con ngi phuc vu con ngi - moi th khac la c cau va bo tr.
2. Net ac thu
Phan ln moi nhan vien eu tan dung vi cong viec nh mot mon nghe thuat trnh dien. Con ngi co trach nhiem san xuat va cung cap dch vu.
T 25 en 45% doanh thu cua khach san c danh cho chi ph nhan cong. Thai o. Nang lc. S tng tac gia moi ngi. Thanh cong hay that bai trong viec cung cap dch vu.
Co y ngha quan trong e kiem soat doanh thu va chat lng dch vu. oi hoi nhieu thi gian vi ca luc ong cung nh khi vang khach. Khach san phuc vu khach 24 gi/ngay, 365 ngay/nam.
3. Nganh khach san can nhieu nhan cong
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KHAI NEM 4. Nhiem vu cua bo phan nhan s
MO TA Noi mot cach ngan gon: tuyen dung va sa thai. Lu gi ho s cua nhan vien. ao tao trng bo phan ve moi lnh vc.
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TIEU CHUAN Tuyen dung. ao tao. Xay dng bang mo ta cong viec. Quan he gia cac nhan vien. anh gia. Quy hoach nhan s. Bang lng va hp ong. nh hng. So tay nhan vien. ong phuc. Thoi viec. Ky luat.
LY DO Nhan s cua khach san ac biet la nhan vien mi, co s thay oi thng xuyen.
KIEN THC Tham khao phan tren.
5. anh gia s thanh cong
Mot nhan vien c ao tao tot la ngi co kha nang x ly cong viec hieu qua hn mot nhan vien mi.
Ty le u chuyen nhan lc hang nam = So nhan vien thoi viec x 100% So nhan vien bnh quan v du: 75/50 = 1,50 x 100% = 150%
KHAI NEM 6. Gi nhan vien
MO TA Mot cong ty dch vu can tap trung vao khach hang cua mnh e mang lai thanh cong ve chat lng dch vu va tao ra li nhuan.
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TIEU CHUAN Coi nhan vien la nhng khach hang noi bo. Coi trong tinh than va ong c lam viec. S hai long tai ni lam viec Trao quyen cho nhan vien. Phong phu ve ky nang.
LY DO Viec gi nhan vien cung quan trong nh gi khach hang: "mot nhan vien hai long cung tng t mot khach hang hanh phuc".
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KHAI NEM 7. Hop nhan vien Hoac giao tiep hieu qua la ieu quan trong.
MO TA Can thi gian e tien hanh cuoc hop nhan vien. Gi khong kh than thien va rieng t. e moi ngi nhan thay rang o ch la buoi gap g than mat co "tnh chat gia nh". o la ni tinh than tap the c phat huy. La ni cung thao luan ve mot vai s thch ca nhan. Co the nhan vien nao o mi co them thanh vien trong gia nh hay chuan b ket hon hoac ai o thang tro chi bingo tuan trc. Hay e cuoc hop c dien ra than mat. Hay lang nghe moi than phien, nhng ng e y o la cua ai. Ch neu ten khi khen ngi ai o ch khong phai luc phe bnh ho.
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TIEU CHUAN Hop nhanh va thng xuyen (hang tuan). Thi gian a nh trc. Len lch trc va co muc tieu ro rang. Bat au va ket thuc bang nhng li khen. Tap trung vao chu e.
LY DO To chc hop vao gi lam viec: cac cuoc hop la cong viec cua khach san. Nam trong tam kiem soat.
Co s tham gia cua nhan vien. Chu e cuoc hop phong phu va thu v.
e nhan vien c nghe; ieu nay se tao ra hng thu va nang cao tinh than nhng khong nen lan man lac e. Hay nh rang moi cuoc hop eu v nhan vien. Tranh e cac giam oc bo phan hay nhng nhan vien noi nhieu oc chiem cuoc hop. Loi keo nhng nhan vien t noi va nhut nhat tham gia vao cuoc hop. e nhan vien hieu rang ho co the noi len suy ngh cua mnh ma khong s b khien trach. Ho co the khong hieu, hoac ho co the ung! Sap xep thi gian e giai thch rieng cho ho.
Tro chuyen rieng vi nhng ngi khong ong y.
KHAI NEM 8. ong phuc
MO TA Viec mac ong phuc giup xay dng tinh than tap the.
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TIEU CHUAN Li ch cua nhan vien. Mua vai chat lieu tot va mac thoai mai. ong phuc c chon phai phu hp vi moi trng lam viec cua ban. Cap tu co khoa va phong thay o thch hp. Yeu cau ve sinh ca nhan sach se va trang phuc gon gang. Khong khuyen khch nhan vien mac ong phuc tren ng en va t ni lam viec ve.
LY DO Tang niem t hao ve khach san. e nhan vien tham gia vao quyet nh la chon ong phuc v ieu nay se mang lai cam giac t hao va s tan tam vi cong viec.
ong phuc gop phan lam cho khach san ep hn.
Can co quy nh ve s dung ong phuc.
e khach hang de nhan ra.
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KHAI NIEM 1. Tuyen dung
QUAN TR NHAN S Tuyen dung, thue va cho thoi viec nhan vien (Kien thc)
MO TA TIEU CHUAN
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LY DO Viec tuyen dung ung ngi co y ngha song con oi vi hoat ong kinh doanh khach san. Ngi c tuyen dung phai co cach nhn tch cc ve khach hang.
KIEN THC International Human Resource Management in the Hospitality Industry Hofman, S. Johnson, C. Lefever, M., 2000 Education Institute American Hotel and Hotel Association.
Qua trnh tuyen dung va la chon la mot trong nhng viec quan trong nhat trong quan ly nhan s. Ban phai biet cac yeu cau cua cong viec se c thc hien.
Len danh sach s tuyen cac n g vie n trong va ngoa i khach san.
Dung bang mo ta cong viec lam c s cho quang cao ang tuyen dung. Thong bao tuyen dung noi bo trc khi quang cao ra ngoai cong chung. Neu mot nhan vien khong u tieu chuan tuyen dung, hay giai thch ly do tai sao va giup ho co ke hoach ao tao e ho co the c tuyen sau nay. Trc khi nhan ho s tuyen dung t nhat 7 ngay, nha tuyen dung phai thong bao tren cac phng tien truyen thong va tai tru s chnh ve nhu cau tuyen dung lao ong.
Nen nh rang ban luon co cac ng vien trong va ngoai khach san.
c tuyen vao mot v tr mi co the tao c hoi phat trien tot cho nhan vien cua ban. e duy tr ong lc cho nhan vien.
Ngh nh so. 39/2003/N-CP ngay 18 thang 4 nam 2003 cua Chnh phu quy nh chi tiet va hng dan thi hanh mot so ieu cua Bo luat Lao ong lien quan en viec lam
KHAI NIEM
MO TA
TIEU CHUAN Noi dung cua thong bao gom: nghe nghiep, cong viec, trnh o chuyen mon, so lao ong can tuyen dung, cac ieu khoan trong hp ong lao ong, mc lng, ieu kien lam viec va mot so yeu cau khac ma khach san cho la can thiet.
LY DO
KIEN THC
2. Quy trnh phong van
Phong van la qua trnh ma ban va giam sat vien muon la chon khach quan ngi thch hp cho cong viec. Do oi hoi nhieu thi gian va cong sc nen qua trnh phong van can c thc hien can than.
Luon phong van qua ien thoai trc tien.
e ng vien nam c nhng iem c ban ve v tr ma ho xin tuyen dung. Neu co s tham gia cua mot giam sat vien hay e ho cung tham gia phong van va hoi y kien anh gia cua ho.
Sau o tien hanh phong van trc tiep. Xem xet cac ho s tuyen dung mot cach can than va lap danh sach s tuyen. Len lch ro rang cho buoi phong van. Hng dan cu the cho ng vien. Tao mot khong kh phong van khong e de e ngi phong van c cam thay thoai mai.
Ban se anh gia c ng vien a tuan theo hng dan en mc nao.
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KHAI NIEM 3. Cac bc c ban cho cuoc phong van
MO TA Tuan theo cac bc e co mot trnh t logic va khach quan cho moi ng vien.
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TIEU CHUAN Giup ng vien cam thay thoai mai. Xac nhan thong tin tren ho s d tuyen. Yeu cau ho cho biet kinh nghiem a qua.
LY DO
KIEN THC
Nen nh: nhan vien chnh la nguon lc ang gia nhat cua ban.
Cho phep ho tro chuyen; t o, co an tng va anh gia chnh xac hn. Giup ban xac nh c cach giai quyet tnh huong cua ho. at cac cau hoi bat au bang cac t e hoi nh Ai? au? Nh the nao? ng e ngai s im lang. ng a ra cau tra li. e ho bie t mnh c phep co thi gian suy ngh e tra li. Mang lai an tng va y tng tot hn ve ng vien. e kiem tra s trung thc cua ng vien. Neu ng vien khong ong y hay hoi ly do tai sao.
at nhng cau hoi m va a dang.
am bao rang ng vien hieu tng tan phan mo ta cong viec.
Cho ng vien thi gian e tra li. Tm cach xac nhan an tng cua ban. Hoi xem ho co thac mac g khong. Xin phep ng vien kiem tra ly lch cua ho.
Cho ng vien biet thi gian ho nhan thong bao ve quyet nh c (hoac khong c) tuyen dung.
KHAI NIEM 4. Cac bc c ban thue nhan s
MO TA Kiem tra ly lch hay phan y kien xac nhan.

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TIEU CHUAN Goi ien va noi chuyen vi nhng ngi cho y kien xac nhan va chu s dung lao ong trc ay cua ng vien. Xem lai ghi chep va thao luan ve cac ng vien vi giam sat vien tham gia cuoc phong van. a ra e ngh tuyen dung bang mieng hay bang van ban. Soan thao hp ong lao ong.
LY DO Hoi ly do ngh viec ang lam, thai o va kha nang lam viec, cac v tr ng vien tng am nhiem. e bao am rang ca ngi tuyen dung va giam sat vien co cung ket luan ve ng vien.
KIEN THC
a ra li e ngh tuyen dung hay t choi ng vien.
Du tuyen dung hay khong cung nen viet mot bc th neu ro ly do hoac thong bao mieng cho ng vien.
S dung mau th chuan cua khach san.
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KHAI NIEM 5. Danh sach cac ho s nhan vien mi tuyen dung can kiem tra
MO TA Danh sach theo th t e am bao rang bo phan nhan s a hoan thanh tat ca cac bc.
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TIEU CHUAN Ten ng vien V tr mong muon Mo ta cong viec Mau n xin viec ang ky bao hiem Xac nhan trong so tay nhan vien. Th mi lam viec Kiem tra y kien xac nhan. Hoan thanh phan nh hng nghe nghiep. Xem xet trong 30, 60, 90 ngay. Ban phuc li c hng. Thong tin c nhap vao may tnh e tnh lng. Chao on nhan vien mi. Phan cong giam sat hay ngi kem cap trong nhng ngay au. nh hng cong viec.
LY DO e tranh viec ban bo sot bat ky bc nao. Ho s nhan s cua nhan vien mi can c hoan thanh va cap nhat thng xuyen.
KIEN THC
Danh sach cac ho s nhan vien mi can kiem tra phai co ch ky cua giam oc khach san va ghi ro ngay thang.
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Ngay va thi gian bat au lam viec cua nhan vien mi.
Quan trong la giup nhan vien mi nhanh chong nam c vai tro va cong viec cua mnh, ap ng c cac tieu chuan can thiet ve hieu qua thc hien.
Tham khao Phan viec 5.4.
KHAI NIEM 6. Sa thai nhan vien Ky luat:
MO TA
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TIEU CHUAN Trc tien la canh cao mieng.
LY DO Nhac nh, uon nan va khuyen bao co the giup nhan vien tr lai lam viec tot. Nhan vien phai tuan theo quy nh cua khach san. Co the mot nhan vien nao o khong muon ap ng tieu chuan can thiet cua khach san.
KIEN THC
oi khi, ky luat nhan vien do hieu qua lam viec yeu kem la ieu can thiet.
Sau o canh cao bang van ban. Tiep theo canh cao bang van ban lan th hai va/hoac lan th ba.
Ra quyet nh nh ch cong tac hoac buoc thoi viec. Bat ky nhan vien nao vang mat hoac i lam muon 15 phut tr len eu phai ghi vao bao cao vang mat/i lam muon. Khi nhan vien nao co ten trong bao cao t 4-5 lan mot thang se b canh cao mieng va bang van ban. La gng xau cho nhng nhan vien khac.
7. Bao cao vang mat/i lam muon
Mot trong nhng phan quan trong nhat cua viec thc hien cong viec la i lam ung gi.
Cong viec phai c bat au ung gi.
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KHAI NIEM
MO TA Thong bao hoac ghi trong ho s.

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TIEU CHUAN Hng dan nhan vien nhng tieu chuan ma ho cha at c. Lam viec o cung vi nhan vien va giam sat vien.
LY DO Khuyen khch thao luan vi tat ca cac ben lien quan.
KIEN THC Trng hp canh cao lan th hai, can co s tham gia cua chu/giam oc khach san.
Khi lam viec khong ap ng c yeu cau.
Trong trng hp xin ngh khong t nguyen, ban nen lu cac thong bao vao ho s.
Mot bao cao bang van ban cho nhan vien.
Neu viec o xay ra nhieu lan, ban se phai dan chng tnh huong bang van ban. Thong bao luon bang van ban, co ch ky cua giam oc, giam sat bo phan va co the cua ca nhan vien o. Ghi lai ngay thang va mo ta tnh huong (hoac canh bao) mot cach cu the. Gi mot ban sao cho nhan vien o va mot ban lu tai ho s nhan vien Bo phan nhan s. e anh gia cong viec thc hien. e khen thng nhan vien.
8. Lam viec xuat sac
Viec a ra mot thong bao chung bang van ban la ieu rat hp ly khi mot nhan vien a lam viec g o thc s xuat sac.
KHAI NIEM 9. Cho nhan vien thoi viec.
MO TA T thoi viec
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TIEU CHUAN Nhan vien thng thong bao toi thieu trc hai tuan. Mot nhan vien muon thoi viec can gi n xin ngh viec ti trng bo phan hoac giam oc trong n co ghi ro ngay lam viec cuoi cung. oi ngu quan ly can thong bao ngh viec trc 4 tuan.
LY DO Mac cho moi no lc cua ban, nhan vien se ngh viec hoac ban se phai e ho thoi viec.
KIEN THC Tham khao them luat lao ong Viet Nam.
Buoc thoi viec
Cho nhan vien mot khoang thi gian e ho tm cong viec khac. Tm hieu ly do khien ho ngh viec.
Tien hanh phong van thoi viec.
Ngay ngh phep cong don thng c thanh toan. Luon tuan theo thu tuc thoi viec bang van ban ghi ro ngay thang (hay th cua ban giam oc) cung vi tai lieu lien quan (thong bao oi vi trng hp buoc thoi viec). Nhan vien phai tra lai ong phuc, bang ten, the cham cong va cha khoa tu. e am bao rang viec thoi viec c hieu theo hai cach. e phuc vu tra lng, thu xep khoan thanh toan cuoi cung va xoa ten nhan vien o khoi danh sach tra lng.
Nhan vien khi thoi viec v bat ky ly do nao can c cham dt cong viec ngay.
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KHAI NIEM
MO TA Danh sach liet ke au muc can kiem tra khi thoi viec:
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TIEU CHUAN Ten nhan vien.
LY DO Ho s nhan s phai luon c cap nhat. Ho s nhan vien ngh viec can c lu lai t nhat mot nam.
KIEN THC
Bo phan. Phong van ngh viec. n viet tay (n xin ngh viec). Xac nhan thoi viec bang van ban. Cac tai lieu lien quan. Tr cap, phuc li khi thoi viec. Ch ky cua giam oc va ngay ngh viec. Khoan thanh toan lan cuoi cung.
Sau khi ngh viec, nhan vien ngh viec khong nam trong ho s va d lieu nhan s thc te.

KHAI NIEM 1. Hp ong lao ong
QUAN TR NHAN S Hp ong lao ong va lng (Kien thc)

MO TA TIEU CHUAN
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LY DO Khi ban tuyen mot nhan vien mi, ieu quan trong la ban phai ngay lap tc a ho vao v tr danh cho ho.
KIEN THC Tham khao them Luat lao ong Viet Nam. International Human Resource Management in the Hospitality Industry Hofman, S. Johnson, C. Lefever, M., 2000 Education Institute American Hotel and Hotel Association. Cac quy nh cua ngi s hu khach san hoac cong ty quan ly.
La mot thoa thuan bang van ban gia ngi s dung lao ong va nhan vien ve cac ieu khoan, ieu kien lam viec va cac khoan thanh toan trong mot thi gian nhat nh.
Lng. Thi han hp ong (sau thang hoac mot nam). Thi gian th viec (thng la hai thang). Luon kem theo bang mo ta cong viec. ieu kien lam viec.
Quyet nh va thoa thuan hp ong lao ong vi nhan vien.
Nen nh mot ieu rat quan trong la can xem xet nhng van e lien quan en nhan vien mi nh quy trnh tra lng, tien tip va bat ky khoan thng hay khuyen khch nao ma ban muon tra them.
Tong lng (lng). Quyet nh chu ky tra lng (theo thang hay theo tuan). Tuan lam viec. Lch lam viec, ngay ngh va cuoi tuan.
Hp ong va cac yeu cau/nguyen vong phai c neu ro rang. Nhan vien can phai biet ban giam oc mong i ieu g ho va mc lng thoa thuan. Khong c tc bo ong c thuc ay cua nhan vien.
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KHAI NIEM Cac -
MO TA
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TIEU CHUAN
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LY DO
KIEN THC
phuc li c hng: Bao hiem y te Lng hu Bao hiem xa hoi Tr cap that nghiep Cac chng trnh giao duc - Cham soc con cai va ngi song phu thuoc khac
Lng lam them gi. So ngay ngh phep moi nam hoac moi ky. Quy trnh tra lng. Tien tip va cac khoan thng khac. ao tao hay hoc them. Cac van e lien quan en che o thai san. Phuc li va bao hiem. Cac khoan thue phai tra. Toi thieu mot thang trc khi hp ong het han. Thng thao cac ieu khoan gia han hp ong. Giam oc phe duyet. Ngay bat au lam viec. Ky lnh lng.
Quyet nh mc lng cho moi v tr trc khi tuyen nhan vien mi.
2. Gia han hoac cham dt hp ong
Giam oc hay giam sat bo phan can theo doi thi han ket thuc hp ong cua moi nhan vien.
Tai hau het cac nc, neu chu s dung lao ong khong cham dt hoac gia han hp ong hien thi th co ngha la hp ong se t ong c gia han theo mot c s co nh. Nhan vien c nhan lng sau ky lam viec au tien. Lng la thu nhap cua ho.
Quy nh cua khach san va luat lao ong trong nc.
3. Bang lng
e am bao cho ngi phu trach ke toan lng c biet la co nhan vien mi trong ban lng.
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Quy nh cua khach san va cac quy nh hanh chnh.
Quy nh ve bang lng. Hnh thc tra lng (qua tai khoan ngan hang hay sec). Phe duyet bang van ban cua giam oc.
KHAI NIEM 4. Thoi viec
MO TA Theo quy nh cua khach san.

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TIEU CHUAN Ngay lam viec cuoi cung. Cac khoan phuc li c thanh toan. Cac phuc li khong c hng. Ten ng vien. V tr tuyen dung. Che o bao hiem. a nhan so tay nhan vien. T tham chieu kiem tra. Hoan thanh chng trnh nh hng nghe. Tong ket 60 ngay lam viec. Tong ket 90 ngay lam viec. Bang che o phuc li. Thong tin tren may tnh.
LY DO Ten nhan vien khong con trong bang lng sau khi thoi viec.
KIEN THC
5. Danh muc can kiem tra oi vi nhan vien mi tuyen
Danh muc nay nham am bao moi van e lien quan ti nhan vien mi eu c e cap.
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e am bao rang ban khong bo sot mot bc quan trong nao trong qua trnh thue nhan vien.
International Human Resource Management in the Hospitality Industry Hofman,S. Johnson,C. Lefever, M., 2000 Education Institute American Hotel and Hotel Association.
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BC 1. ao tao nh hng
QUAN TR NHAN S ao tao nh hng va so tay nhan vien

MO TA TIEU CHUAN
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LY DO Ngay ca trong khach san nho nhat cung co mot vai bo phan khac nhau. Do vay, viec giup nhan vien mi hieu c mot bc tranh toan canh ve hoat ong cua khach san la rat quan trong trc khi ho bat au cong viec cu the cua mnh.
KIEN THC Biet c cac chnh sach, thu tuc va tieu chuan cua khach san.
ao tao nh hng (hay gii thieu cong viec mi) la mot quy trnh quan trong nham giup nhan vien hieu hn ve hoat ong cung nh moi quan he gan bo vi khach san. oi vi nhng khach san nho, ngay lam viec au tien cua nhan vien mi la het sc quan trong e san sang cho viec phuc vu khach.
Gap va chao nhan vien mi cung vi giam sat bo phan trong van phong cua ban. Len lch cho viec gap nhan vien mi. Giup ho cam thay thoai mai. Giai thch cho ho hieu ve qua trnh phat trien cua khach san. Giai thch cho ho ve nh hng va nhiem vu cua khach san. Chia se nh hng, muc tieu va nhiem vu cua ban vi ho. Gap lai nhan vien mi vao cuoi buoi lam viec au tien. Phan cong ngi hng dan nhan vien mi trong tuan lam viec au tien.
BC 2. Man gii thieu
MO TA Gii thieu nhan vien mi va xem ay la mot c hoi bieu hien tinh than lam viec tap the. Ban can co mot danh sach cac au viec e nhan vien mi nam c het moi hoat ong quan trong cua buoi lam quen.
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TIEU CHUAN Ngi giam sat trc tiep. Cac nhan vien thuoc bo phan ma ho se lam cung. Cac nhan vien khac cua khach san. Tap hp moi nhan vien lai (nen sap xep trc viec nay sao cho thuan tien nhat). Khu vc sanh va khu vc danh cho khach. Dan ho i xem cac loai phong khac nhau. Dan ho i xem khu vc sau cua khach san (khu vc bep, kho, van phong, bo phan ke toan tra lng). Ch cho ho loi vao danh cho nhan vien va cach quet the ra vao. Ch cho ho ni bo phan buong giao, nhan ong phuc. Khu vc ben ngoai khach san.
LY DO e moi ngi cung co trach nhiem oi vi thanh cong cua nhan vien mi.
KIEN THC Hieu ve khach san. Biet ten cua cac nhan vien.
3. i mot vong khach san
a nhan vien mi i khap khach san va ch cho ho cac khu v c kha c nhau trong khach san.
e nhan vien mi biet ro khach san va tra li cac cau hoi cua khach ngay t ngay lam viec au tien. e ho cam thay thoai mai tai ni lam viec mi.
Nam c cac loai buong va s o cac buong.
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BC 4. So tay nhan vien
MO TA Cuon so tay nhan vien la tai lieu ve chnh sach cua khach san va cac quy nh danh cho nhan vien. No la mot cong cu tham khao quan trong cho nhan vien.
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TIEU CHUAN oc ky so tay nhan vien, cac chnh sach cua khach san va moi van e quan trong nh ngay tra lng, quy nh ve ong phuc, ba an cho nhan vien, che o ngh om, v.v..
LY DO Nhan vien can co hng dan e nam ro yeu cau ve thc hien cong viec cua ho nh the nao. Vi s ho tr cua may tnh, so tay nhan vien co the c in ra ma khong ton kem nhieu nhng no can hap dan va c gi gn can than. So tay nhan vien lam tang them s tn nhiem cua ban vi nh hng cua khach san. Ngoai ra no con la cong cu kiem tra kien thc cua nhan vien ve chnh sach cua khach san.
KIEN THC Nam c quy nh va noi quy cua khach san.
Ban dung cuon so tay e vach ra ke hoach, nhiem vu cua khach san, ieu ban mang lai cho nhan vien cung nh ieu ban mong muon t nhan vien.
Nhan vien mi can biet va tuan theo cac thu tuc cua khach san.
Quy nh cua khach san: Nhng viec phai lam va khong lam oi vi nhan vien.
e nhan vien ky vao so tay v ieu o se tao them long tin.
BC 5. Ket thuc ngay lam viec au tien
MO TA Ban giao nhan vien cho ngi giam sat trc tiep. am bao rang ngi giam sat co ban mo ta cong viec va se xem lai no cung vi nhan vien. Ban giao ong phuc va bien ten. Ngi giam sat bat au ao tao nhan vien mi.
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TIEU CHUAN Gap lai nhan vien mi vao cuoi ca lam viec Tm hieu xem ngay lam viec cua ho dien ra the nao va theo doi ngay lam viec au tien.
LY DO ng t cho rang nhan vien cam thay thoai mai. a ra ieu chnh neu can thiet.
KIEN THC
Trong suot tuan lam viec tiep theo can theo doi mot hoac hai lan. Sau mot thang, gap lai ho. Tuan theo ke hoach ao tao VTOS. Kiem tra thng xuyen xem nhan vien co thc hien cac tieu chuan theo yeu cau cua cong viec hay khong.
Tm hieu xem ho lam quen vi cong viec the nao.
6. ao tao/tap huan
Mot chuoi cac bc theo trnh t logic e truyen tai ky nang va kien thc cho nhan vien.
Nam c cac tieu chuan VTOS va cac bc ao tao. Chng trnh Phat trien ao tao vien.
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NOI DUNG 1. Ban mo ta cong viec
QUAN TR NHAN S Ban mo ta cong viec (Kien thc)

MO TA TIEU CHUAN
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LY DO Moi nhan vien can biet mnh c yeu cau ong gop g cho khach san.
TAI LIEU THAM KHAO International Human Resource Management in the Hospitality Industry Hofman, S. Johnson, C. Lefever, M., 2000 Education Institute American Hotel and Hotel Association.
Liet ke trach nhiem va tieu chuan cu the ma cong viec oi hoi. Ban mo ta cong viec can c xay dng va hoan thien cho moi bo phan.
Chc danh cong viec. Tom tat hoac muc ch cong viec. Danh sach liet ke cac nhiem vu chnh. Danh sach cac nhiem vu khong thng xuyen. Yeu cau ve thai o, ky nang thuyet trnh va s san long phuc vu khach. Ai la ngi phu trach trc tiep. Kha nang ngon ng.
e len ke hoach va thc hien ke hoach ao tao e anh gia nhan vien.
KHAI NIEM 2. Tinh than trach nhiem
MO TA Mot phan khong the thieu cua cong tac ao tao, hng dan va bao am nhan vien co tinh than trach nhiem la ho phai hieu ro ve cong viec cua mnh. Ban mo ta cong viec ong mot vai tro quan trong trong viec nay. Bao am moi ngi co tinh than trach nhiem la yeu to song con cho thanh cong cua khach san.
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TIEU CHUAN Ban mo ta cong viec.
LY DO e am bao rang moi nhan vien biet c khach san muon ho lam g.
TAI LIEU THAM KHAO
Cac tieu chuan.
Chung ta khong the cho la ho se t ong nh hay lam nh c yeu cau. Ban khong the yeu cau ai o chu trach nhiem ve nhng ieu ma ho cha tng c ao tao hay c yeu cau lam. Nam c cac bc anh gia hieu qua lam viec. Tham khao phan viec 6.6 anh gia hieu qua lam viec. ay la mot viec lam hay can thc hien t nhat moi nam mot lan. Co the ban phai ieu chnh hoac thay oi noi dung cua ban mo ta cong viec.
Buoc ho co trach nhiem vi cong viec ho a lam.
anh gia hieu qua cong viec t nhat mot lan trong mot nam.
3. Lap ban mo ta cong viec
Phng phap tot nhat la:
Gap tat ca moi nhan vien thuoc cung nhom viec nhat nh va yeu cau ho vach ra nhng au muc ma cong viec can:
o o
Ghi lai tren bang giay. Bo sung them nhng au muc ban thay can thiet vi s nhat tr cua ho. Ket hp y kien cua ca hai pha. Xac nh u tien theo mot chuoi logic.
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KHAI NIEM 4. S dung ban mo ta cong viec
MO TA Khi hng dan, luon tham khao dong tng ng trong ban mo ta cong viec. Chac chan o la mot phan cua cong viec.
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TIEU CHUAN Lu mot ban photo vao ho s cua moi ngi nhng am bao rang nhan vien va giam sat bo phan eu co mot ban photo. Ban co the e ngh nhan vien ky nhan ban photo cua mnh. Nhan vien phuc vu buong. Nhan vien le tan. Phuc vu buong. An ninh/bao ve. Quan ly khach san.
LY DO e am bao rang moi nhan vien hieu c khach san mong i g ho.
TAI LIEU THAM KHAO
5. Ban mo ta cong viec
Cac cong viec pho bien nhat trong mot khach san nho la:

BC 1. anh gia ket qua thc hien cong viec
QUAN TR NHAN S anh gia hieu qua lam viec

MO TA TIEU CHUAN
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LY DO Neu nhan vien cua ban thc s ap ng c mong i cua ban va yeu cau cua khach, ho can nhng y kien phan hoi ve ket qua lam viec cua mnh Se cong bang va tch cc neu nhan vien c chuan b cho cong tac anh gia. Mau chuan e giup viec anh gia c thuan li.
TAI LIEU THAM KHAO International Human Resource Management in the Hospitality Industry Hofman,S. Johnson,C. Lefever, M., 2000 Education Institute American Hotel and Hotel Association.
Thng xuyen nhan xet nhan vien cua ban ve mc o hieu qua cong viec cua ho theo ban mo ta cong viec. Can thc hien theo mot mau chuan. Ban so sanh hieu qua lam viec thc te vi yeu cau e ra.
S dung mau anh gia tieu chuan So sanh hieu qua thc te vi yeu cau e ra. S dung ban mo ta cong viec. Can tao mot moi trng khong oi au. Thong bao t nhat trc (7 ngay) cho nhan vien ve thi iem thc hien anh gia. Thc hien anh gia t nhat moi nam mot lan. Xem lai ban mo ta cong viec va cac tieu chuan lam viec. Xem lai phan anh gia nam trc. Ket qua lam viec thc te cua nhan vien. anh gia nhan vien bang cach hoan thanh cac noi dung theo mau chuan.
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2. Chuan b va cac ch dan e anh gia
Trc khi thc hien anh gia cung vi nhan vien, ban can chuan b bon bc sau:
e co the thao luan cac van e cu the vi nhan vien. S dung nhng v du minh hoa cu the va anh gia cu the.
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BC 3. Noi dung va cach cho iem theo mau anh gia hieu qua lam viec
MO TA Mot mau anh gia chuan n gian can bao gom cac noi dung va cach cho iem nh nhau nham tao nen s ro rang va de dang cho ca ngi s dung lao ong va nhan vien. Cac noi dung: 1. Ky nang ca nhan (luon, ung gi, lam viec di sc ep ap ng c tieu chuan, tiep thu ky nang mi nhanh chong). 2. Ky nang lam viec (lap ke hoach va to chc cong viec hieu qua, ap ng c lch lam viec, tuan theo quy nh va noi quy, bao ve khu vc lam viec, duy tr chat lng va so lng cong viec, ky nang noi va viet). 3. Thc hien cong viec (ap ng c cac tieu chuan hoat ong va tuan theo mo ta cong viec). 4. Phuc vu khach hang (cung cap dch vu cho khach va a ra quyet nh e ap ng va giup khach).
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TIEU CHUAN Mc hieu qua: (4 mc): - ac biet (4): so lng va chat lng cong viec noi bat. - ang tuyen dng (3): Thc hien cong viec theo cach ang tin cay va chuyen nghiep. - u nang lc (2): khong phai luc nao cung ap ng c yeu cau cong viec. Co kha nang hoan tat mot so nhiem vu, can phat huy them. - Di chuan (1): Ket qua lam viec di tieu chuan, can phai trau doi hoan thien e duy tr v tr cong viec hien tai.
LY DO Ban nen so sanh cac iem tng ong vi moi ban anh gia e anh gia va nang cao hieu qua lam viec. Viec cho iem c mo ta theo bon mc.
TAI LIEU THAM KHAO Tham khao phu luc e biet mau anh gia hieu qua lam viec.
oi vi moi noi dung, ban co the liet ke nhng ky nang va yeu to quan trong nhat cua cong viec. ieu nay giup nhan vien tap trung vao cac mat khac nhau cua mot cong viec. e lam sang to nhng iem can anh gia va kha canh nao cua hieu qua cong viec la quan trong.
BC
MO TA 5. Muc tieu at ra so vi tien o hoac ket qua a at c. (nang cao hieu qua cong viec). 6. Ke hoach phat trien: cai g va lam the nao, khi nao lam xong. (o tien o va phat trien nghe nghiep).
TIEU CHUAN
LY DO
TAI LIEU THAM KHAO
4. Cac bc anh gia
Viec anh gia nen can xng. Bao am rang ban tap trung vao cac mat tch cc va xem xet cac mat tieu cc. Cho iem moi noi dung (1-4) va thao luan ve iem so vi nhan vien. Giai thch ly do.
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Xac nh thi gian. ien vao mau trc. e ngh nhan vien ien vao mau tng t trc. Xem xet trc tien cac iem noi bat va tren mc trung bnh. Sau o quay lai va tap trung va moi phan can quan tam. Thang than e cap cac quan ngai cung nh mong muon va he qua. Trao oi e hieu ro tai sao ket qua cong viec khong at chuan.
Tham khao phu luc e biet mau anh gia hieu qua lam viec.
at ra muc tieu phan au. Xac nh lnh vc phan au cu the. Luon ket thuc bang viec khuyen khch ho tr hoan thien.
Nhan manh viec nang cao hieu qua cong viec gan vi tieu chuan, ch khong phai nhu cau ca nhan.
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BC 5. Danh muc anh gia ket qua thc hien cong viec
MO TA Danh muc ke hoach phat trien: hoan thien, ket qua thc hien cong viec, trien vong. Canh bao - trng hp cha at va u nang lc e hoan thien them.
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TIEU CHUAN Khung thi gian. Ten, chc danh ngi anh gia. Ngay anh gia. Ten nhan vien, chc danh va ngay tuyen dung. 30-60-90 ngay 6 hoac 12 thang. Cho iem theo tng noi dung va cho iem chung. Mo ta noi dung ke hoach phat trien. An nh thi han mi e anh gia tien bo. Chung ta co nhieu quy nh va thu tuc, nhng chung ta thng khong yeu cau nhan vien chu trach nhiem mot cach ung an.
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LY DO e am bao ban anh gia moi kha canh va lu tien bo cua nhan vien.
TAI LIEU THAM KHAO
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6. Lam cho nhan vien co trach nhiem
Chu trnh phai c tiep tuc, va moi nhan vien phai nhan c ay u y kien phan hoi e ho co the nhan thc ay u ve mc o hieu qua cong viec ho a lam - mot muc tieu a thoa thuan. Neu ho lam tot, hay khen ngi ho. Neu ho lam cha tot, hay thong bao cho ho nhng ieu ho can trau doi them.
Chung ta at ra tieu chuan Chung ta ao tao theo tieu chuan. Chung ta ch dan theo tieu chuan. Chung ta ky luat theo tieu chuan. Va trong mot so trng hp chung ta thay oi tieu chuan.
Chung ta co the v nhan vien cua khach san nh mot oi bong. Trong so cac ly do oi bong o chien thang la bi v ho hieu ro, lam tot va co mot huan luyen vien dan dat. Ho a at ra tieu chuan can at c va no lc e at c. Trong moi trng khach san cung nh vay.
BC 7. Tieu chuan VTOS
MO TA He thong tieu chuan nghe du lch Viet Nam. ao tao va tieu chuan cho nganh du lch Viet Nam.
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TIEU CHUAN Tieu chuan ky nang nghe. Chng trnh phat trien ao tao vien. T lieu ao tao va a CD. Chng ch.
LY DO Nhan vien c cap chng ch thng co ong c phan au, lam viec nang suat va chuyen nghiep hn bi ho t hao trong viec phat trien nghe nghiep cua mnh.
TAI LIEU THAM KHAO Tham khao tieu chuan VTOS va so tay hng dan.
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PHAN 7: QUAN LY HOAT ONG MARKETING

Gii thieu
Phan nay giup ngi quan ly khach san nam c kien thc c ban ve viec lam the nao e marketing khach san cua mnh trong boi canh the gii ang thay oi nhanh chong. Cot loi cua hoat ong marketing la tap trung vao nhu cau cua khach, do o ngi quan ly phai hng vao khach hang thay v vao san pham, nham muc ch ap ng lien tuc va hn mc ky vong cua khach.
Thach thc oi vi ngi quan ly la lam sao e tiep can vi nhng v khach tiem nang trong tng lai trong khi van duy tr nhng v khach hien thi nh la nhng khach hang trung thanh cua khach san, bi ho la mot phan quan trong trong hoat ong kinh doanh tong hp.
Hieu ro nhu cau cua khach va nhng ong lc thoi thuc khach, cung vi kien thc ve moi trng canh tranh cua khach san, nhng iem manh hay yeu cua khach san la nhng van e quan trong hang au cua mot chien lc marketing hieu qua.
Marketing dch vu phai hieu c nhng iem sau:

P P P P
Dch vu la loai hang hoa vo hnh. Dch vu la loai hang hoa khong the lu kho. Dch vu la loai hang hoa c san xuat va tieu thu cung luc. Dch vu khong ong nhat nh san pham.
Phan nay gii thieu bon yeu to truyen thong c ban cua marketing, bon "ch P", bao gom Product - San pham, Price - gia ca, Place - a iem, va Promotion - xuc tien. Co the ket hp bon yeu to vi nhau e phat trien, lap ke hoach, thc hien va anh gia ke hoach marketing cua khach san. Thong qua Internet, c hoi tiep xuc vi khach hang tiem nang tai bat ky ni nao tren the gii ngay cang nhieu. ong thi tnh canh tranh gia cac khach san trong pham vi ca nc ngay cang tang.
Chu y: Noi dung quang cao tranh a ra nhng ha hen vt qua pham vi cua ban; nen s dung nhieu phng cach giao tiep khac nhau e chuyen tai thong iep marketing.
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PHAN PHAN PHAN PHAN PHAN PHAN PHAN PHAN
VIEC VIEC VIEC VIEC VIEC VIEC VIEC VIEC
7.1: 7.2: 7.3: 7.4: 7.5: 7.6: 7.7: 7.8:
Marketing la g? (Kien thc) Cong cu marketing 4P (Kien thc) Cong cu marketing P - San pham/dch vu. nh v th trng va anh gia san pham (Kien thc) Cong cu marketing P - Gia (Kien thc) Cong cu marketing P - a iem: Kenh phan phoi hay ai dien (Kien thc) Cong cu marketing P - Xuc tien/Thong tin: Quang cao (Kien thc) Cong cu marketing P - Xuc tien: Tm hieu thc te/ Quan he cong chung/ Ban hang ca nhan (Kien thc) Nghien cu va thong ke (Kien thc)
PHAN VII:
QUAN LY HOAT ONG MARKETING
HIEU RO NHU CAU CUA KHACH
LC LNG BAN HANG GIOI
CHIEN LC TIEP TH
NGAN SACH
KE HOACH HANH ONG
PHAN VII:
CHC NANG QUAN LY
PHNG PHAP TIEP TH 4 P KET HP SAN PHAM VA DCH VU
CAC LOAI PHONG
NHA HANG
PHUC VU KHACH
10
PHAN VII:
GIA CA
11
GIA CUA TNG LOAI PHONG KHAC NHAU
12
GIA CA CHO O AN VA O UONG
13
QUAN LY LI NHUAN
14
CONG CU MARKETING PLACE (A IEM)
15
PHAN VII:
PHNG PHAP TIEP TH TRC TIEP
16
AI DIEN CUA KHACH SAN
17
XUC TIEN QUANG BA
18
QUANG CAO
19
QUAN HE CONG CHUNG
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KHAI NIEM 1. Marketing la g?
QUAN LY HOAT ONG MARKETING Marketing la g? (Kien thc)

MO TA TIEU CHUAN
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LY DO Ngay cang co nhieu canh tranh tren the gii. Th trng la nhng khach en hay nhng khach d nh en Viet Nam.
KIEN THC Marketing for Hospitality and Tourism, Kotler, P. Bowen, J. Makens, J., 2006 Pearson Higher Education; Upper Saddle River N.J
Tm kiem, tiep can va phat trien th trng cho khach san la mot cong viec nhieu thach thc. Marketing giup ban at muc tieu thu hut khach lu tru va chi tieu tai khach san. Marketing la mot chc nang quan ly thong qua viec to chc va nh hng toan bo hoat ong kinh doanh lien quan en viec anh gia nhu cau cua khach va bien kha nang mua sam cua khach thanh nhu cau mua mot loai hang hoa hay dch vu cu the, va a san pham hay dch vu en cho ngi tieu dung cuoi cung e at c muc tieu li nhuan va nhng muc tieu khac cua doanh nghiep e ra. Noi cach khac, marketing la tat ca nhng g c thc hien e a hang hoa va dch vu en th trng (ngi mua) nham thuyet phuc khach hang mua.
Marketing can c tren kinh nghiem va kien thc. San pham va dch vu. Hieu ban chat s khac nhau gia san pham va dch vu. Ban san pham hoac/va dch vu cua ban vi gia cao nhat co the e co nguon thu tra cho cac chi ph hoat ong, lng bong, nhng ngi s hu khach san va cac khoan au t khac.
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Tong quat ve marketing
C s cua nen kinh te xa hoi la khach hang phai tra tien e co c nhng dch vu va san pham nh: thc pham, giao thong, cap nc, hang hoa tieu dung (quan ao), lu tru khach san, du lch va dch vu nha hang.
nh ngha cua Chartered Institute of Marketing USA
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Dch vu loai hang hoa vo hnh. Dch vu la loai hang hoa khong the lu kho. Dch vu la loai hang hoa c san xuat va tieu thu cung luc. Dch vu khong ong nhat nh san pham.
Cac khach san phai oi mat vi tnh huong ngc lai, ngha la mang th trng (du khach) en vi san pham.
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KHAI NIEM 2. Marketing trong lnh vc khach san
MO TA oi vi khach san, nhng iem quan trong au tien trong hoat ong marketing la hieu ro nhu cau cua khach hang va cac ong lc thuc ay ho, cong them s hieu biet ve the manh va yeu cua khach san, moi trng canh tranh cua khach san. Trien khai cac hoat ong e lam khach hai long nhat va at c doanh thu cao nhat. Hai muc tieu nay la hnh thc ket hp cac cong cu marketing (hay bon ch P).
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TIEU CHUAN e at toi cong suat ban phong cua khach san va cac dch vu khac nh nha hang, bar va cac bo phan cung cap dch vu co thu khac trong ca nam.
LY DO Ban buong va cac dch vu cua khach san cho khach noi a va khach nc ngoai, s dung cac cong cu marketing khac nhau.
KIEN THC Hospitality World, An Introduction. H.E.Lane & D. Dupre 1997.
Bo phan marketing va ban hang
Lc lng ban hang. Chien lc marketing. Ngan sach marketing. Ke hoach hanh ong.
e thuyet phuc khach en vi khach san cua ban.
Xem phan viec 7.2 Cong cu marketing 4P.
KHAI NIEM 3. Cac cong cu marketing:
MO TA S ket hp gia nhng phng thc va bien phap cu the e ban san pham va dch vu cua khach san cho khach. Xac nh chien lc marketing. Ngan sach marketing.
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TIEU CHUAN Chnh sach hay chien lc marketing cua khach san nen la s ket hp cac cong cu marketing phu hp vi ngan sach cua khach san.
LY DO e at hieu qua toi a (ve doanh thu va cong suat ban phong) t nguon ngan sach danh cho hoat ong marketing va nhng khoan chi ph a bo ra. so sanh doanh thu va ngan sach.
KIEN THC
Ngan sach marketing phai c cap quan ly va chu khach san xem xet va phe duyet hang nam.
Xem phan viec 5.5 Lap ngan sach. Xem phan viec 5.3, muc 1 He thong kiem soat va quan ly tien mat. Xem phan viec 5.7 Bao cao cuoi thang (so lieu thong ke cua khach san).
Ke hoach hanh ong
Luon co ke hoach hanh ong i kem vi moi cong cu marketing.
Ke hoach chi tiet (hang thang, hang quy va hang nam) e thc thi cac cong cu khac nhau: khi nao, ai thc hien va cach thc hien. Xac nh ke hoach va chien lc marketing hang nam. Xac nh ngan sach va ke hoach hanh ong. Hang thang, xem xet ke hoach hanh ong va cac ket qua at c. oi chieu vi ngan sach. Thu thap so lieu thong ke va qua trnh dien bien e so sanh.
Tam nhn va muc tieu ro rang cho ban va nhan vien trong khach san. ac biet la cho nhan vien kinh doanh va marketing. Ngi quan ly khach san phai la ngi quan trong nhat trong viec thc hien ke hoach hanh ong va co the ieu chnh ke hoach theo yeu cau cua th trng.
4. Marketing la mot chc nang quan ly
Mot trong nhng cong viec chnh cua ngi quan ly khach san la tm kiem, nghien cu va phat trien th trng.
Xem noi dung tai lieu tham khao neu tren.
e thu hut khach en khach san, oi hoi s quan tam hang ngay e co hanh ong phu hp va ung luc.
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KHAI NIEM 1. Marketing hon hp cac san pham
QUAN LY HOAT ONG MARKETING Cong cu marketing 4P (Kien thc)

MO TA TIEU CHUAN
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LY DO Xay dng khung hoat ong cho bo phan marketing va ban hang e thiet ke va trien khai thanh cong chien lc marketing.
KIEN THC Marketing for Hospitality and Tourism, Kotler, P. Bowen, J. Makens, J., 2006 Pearson Higher Education; Upper Saddle River N.J
La mot tap hp nhieu yeu to tao ra n chao hang tong quat cua mot khach san vi khach hang cua mnh
4 P gom: Product - san pham. Price - gia ca. Place - a iem. Promotion - xuc tien.
1. 2. 3. 4.
Co the ap dung vi cac hnh thc dch vu cua khach san.
1. 2. 3. 4.
Ket hp san pham/dch vu. Gia ca. a iem/phan phoi. Xuc tien /truyen thong.
Phng phap marketing hon hp co ien c ap dung trong nganh khach san, bao gom cac hang hoa va dch vu.
Hospitality Sales and Marketing,Abbey, J.,2003 Education Institute American Hotel and Hotel Association
KHAI NIEM 2. Product/service mix Hon hp san pham/dch vu (Ch P au tien)
MO TA Bao gom tat ca yeu to lien quan en chao hang, cho ca san pham va dch vu. nh v th trng khach san cua ban.
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TIEU CHUAN Buong. Nha hang/quay bar. Dch vu (internet, giat la, van chuyen, ien thoai). Chap nhan the tn dung.
LY DO Xac nh cac san pham va dch vu cua khach san.
KIEN THC Hospitality Sales and Marketing, Abbey, J., 2003. Education Institute American Hotel and Hotel Association. Xem phan viec 7.3 Cong cu marketing P - Hang hoa/dch vu.
3. Price - gia ca (Ch P th hai)
Gia ca la th ma ngi mua d kien phai tra cho san pham/dch vu ma ho muon co.
Gia ca cho cac loai buong khach nhau. Gia ca cho o an va o uong. Gia ca cac dch vu khac. Quan ly li nhuan.
e thong bao cho khach ve gia ca va e lap ngan sach doanh thu.
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Hospitality Sales and Marketing, Abbey, J., 2003. Education Institute American Hotel and Hotel Association. Xem phan viec 7.4 Cong cu marketing P - Gia ca.
4. Place/ distribution - a iem/phan phoi (Ch P th ba)
Cach thc phan phoi hang hoa/dch vu en khach hang. Cac kenh san sang e khach mua va s dung dch vu.
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Marketing trc tiep. Van phong du lch. ai dien khach san. ai ly ban le tour du lch.
Ban can phai co cac kenh hoac moi lien he khac nhau e giup ban san pham va dch vu cua khach san.
Hospitality Sales and Marketing,Abbey, J.,2003. Education Institute American Hotel and Hotel Association. Xem phan viec 7.5 Cong cu marketing P - a iem.
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KHAI NIEM 5. Promotion/ Communication Xuc tien/truyen thong (Ch P th t)
MO TA Tat ca cac cach thc tuyen truyen e thong tin cho khach biet ve cac hang hoa va dch vu cua khach san.
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TIEU CHUAN Quang cao. Quan he cong chung/bao ch. Cong viec ban hang. Tm hieu thong tin tai cho.
LY DO Mot phan quan trong cua bo phan marketing va ban hang la giao tiep va truyen at thong tin cho khach hang.
KIEN THC Xem tai lieu tham khao nh neu tren. Xem phan viec 7.6 Cong cu marketing P - Xuc tien.

KHAI NIEM 1. nh v th trng
QUAN LY HOAT ONG MARKETING Cong cu marketing P - San pham/dch vu. nh v th trng va anh gia san pham (Kien thc)
MO TA nh v th trng la kha nang a san pham va dch vu cua khach san en nhng th trng cu the a c xac nh phu hp vi nhu cau cua th trng o. Phan oan th trng la mot phan cua th trng tong the can c phat hien va tm kiem khach hang.
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TIEU CHUAN S dung hieu qua chien lc nh v th trng. anh gia khach san trc khi lap va trien khai ke hoach marketing. Moi phan oan th trng mang nhng ac tnh va yeu cau rieng.
LY DO Neu nhu cau cua nhng phan oan th trng xac nh c ap ng ay u va lien tuc th kha nang do khach quay tr lai cang cao.
KIEN THC Hospitality Sales and Marketing, Abbey, J., 2003 Education Institute American Hotel and Hotel Association. Marketing for Hospitality and Tourism, Kotler, P. Bowen, J. Makens, J., 2006 Pearson Higher Education; Upper Saddle River N.J.
2. Phan oan th trng
Khach i du lch vi nhieu ly do khac nhau (kinh doanh, i ngh...).
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KHAI NIEM 3. nh v th trng hieu qua
MO TA Xay dng cach thc nh v th trng hieu qua nham at doanh thu cao nhat. Hieu ro iem manh va yeu cua khach san so vi cac oi thu canh tranh. Hieu biet ve oi thu canh tranh.
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TIEU CHUAN Nhng cau hoi sau can phai c can nhac: - Nhng th trng cu the nao ang co san? - Nhng th trng tiem nang o mong i ieu g? - Can nhng phng phap marketing hon hp nao e tham nhap hieu qua th trng o? - Nhng iem manh va yeu cua oi thu canh tranh nham en cung nhng phan oan th trng muc tieu giong khach san cua ban?
LY DO Neu khong nh v th trng hieu qua se co nguy c la ban nham ti nhng phan oan th trng khong phu hp trong khi khong c chap nhan tai nhng th trng co tiem nang ln. Marketing hon hp la s ket hp viec tm kiem va nghien cu khach hang.
KIEN THC
KHAI NIEM 4. Marketing chuyen biet
MO TA Marketing chuyen biet la tm kiem nhng th trng/khach hang cu the. o la nhng khach en khach san cua ban v nhng ly do ac biet nh: khach san trong thanh pho, khu ngh dng trong thanh pho, khach san canh b bien, khu danh thang lch s, thang canh thien nhien (Sapa), ngh trang mat, khach san san bay, v.v..
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TIEU CHUAN Xac nh phan oan th trng cu the ma ban muon tham nhap. ap ng nhu cau cua phan oan th trng o. Tap trung cac no lc marketing en th trng o. Cac v du bao gom trang tr khach san, nhng chng trnh trong khach san va dch vu tron goi...
LY DO Se la lang ph ngan sach marketing khi ban chi tieu no vao viec marketing th trng khap the gii. The manh cua khach san la cong viec kinh doanh co the c xay dng da tren mot hoac hai phan oan th trng rieng le.
KIEN THC The Fundamentals of Hospitality Marketing Mawson S, Continuum, 2000
5. anh gia san pham cua khach san
Viec au tien e marketing mot khach san chnh la anh gia san pham cua khach san.
San pham cua khach san a phan la nhng loai hang hoa vo hnh c goi la "trai nghiem" .
Marketing tot nhat, cac chng trnh ban hang hieu qua nhat va quang cao thong minh nhat cung van co kha nang that bai neu san pham khong c khach chap nhan.
Xem tai lieu tham khao nh neu tren.
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KHAI NIEM 6. Xac nh san pham cua khach san
MO TA Mot nh ngha tot ve san pham cua khach san bao gom tat ca nhng g khach co the gap t khi mi at chan en khach san cho en luc i.
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TIEU CHUAN Khach la ngi quan trong nhat trai qua nhng trai nghiem o. Xac nh va mo ta san pham khach san: buong, loai buong, quang canh dch vu, phong cach, bau khong kh. Lap danh sach nhng trai nghiem ma khach hang a trai qua, v du: tat ca nhng th ma khach tm kiem, bi o la nhng san pham cua khach san.
LY DO Khach va cac kenh phan phoi cua khach san, trang web, t thong tin quang cao can cha ng nhng thong tin nay.
KIEN THC
7. Cau hoi au tien ma ngi quan ly khach san phai t hoi mnh, o la:
"Ta co loai san pham g?" Va khac vi ngi cong nhan lam viec trong mot day chuyen san xuat oto, san pham cua khach san chnh la ket qua tong hp cua s no lc cua ban, cua cac nguon lc trong khach san, va k nang cua ngi ieu hanh khach san. anh gia tai san va trang thiet b cua khach san va so sanh vi oi thu. anh gia nhng u the ban hang oc ao cua khach san so vi oi thu.
Phan tch nhng san pham ma ban co. Khong nen e cao hoac mo ta nhng th ma khach san khong co so vi oi thu canh tranh hay nhng cong ty nho khac chat lng kem hn.
8. Liet ke cac tai san cua khach san
V tr. Ve be ngoai. o an. Giai tr. C s va trang thiet b the thao. Ky nang nghe cua nhan vien.
Xac nh v the cua khach san so vi oi thu canh tranh.
KHAI NIEM 9. ap ng yeu cau cua oan th trng
MO TA Tap trung cac no lc marketing va ngan sach e ap ng nhu cau cua phan oan th trng o.
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TIEU CHUAN Xay dng ke hoach marketing va cach thc ban mong muon hng ti phan oan marketing nay. Xac nh ke hoach hanh ong marketing cho moi phan oan va lap ngan sach chi ph cho hoat ong marketing.
LY DO Nh ro gia ma ban tnh tien cho hang hoa, dch vu va so sanh chung vi ket qua marketing at c V du: khach san vi bau khong kh than thien am ap, khach san danh cho khach ngh tuan trang mat, khach san san bay, khach san trong thanh pho, khach san can ho va khach san dinh th.
KIEN THC
Khach san cua ban co mot nguon lc vo gia khac, khong ch dung e anh gia san pham cua khach san ma con cung cap nhng au moi ve th trng ma no thu hut c. Chuyen biet hoa la xu hng a c thiet lap vng chac trong hoat ong kinh doanh ngay nay va khach san la moi trng ly tng e phuc vu nhng th trng co nhu cau ac biet.
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KHAI NIEM 1. nh gia
QUAN LY HOAT ONG MARKETING Cong cu marketing P - Gia (Kien thc)

MO TA TIEU CHUAN
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LY DO e tao nguon thu trang trai cho moi chi ph. e at li nhuan trong dai han nham duy tr hoat ong kinh doanh.
KIEN THC Marketing, Abbey, J., 2003 Education Institute American Hotel and Hotel Association. Marketing for Hospitality and Tourism, Kotler, P. Bowen, J. Makens, J., 2006 Pearson Higher Education; Upper Saddle River N.J.
nh gia c nh ngha la phng phap hay chien lc tong quat c dung e an nh cac mc gia rieng cho san pham va dch vu cua khach san. Quyet nh chien lc gia ca tot nhat cho khach san.
Tat ca cac san pham va dch vu cua khach san (buong, dch vu, giat la, van chuyen), o an va o uong v.v..
2. Chien lc nh gia cho cac san pham va dch vu cua khach san
Phoi hp vi cac bo phan khac. S dung d lieu ve chi ph t nguon tai lieu lu tr, chng t, chi ph, chu ky tien mat. Quay vong au t va d toan li nhuan. nh gia sao cho co tnh canh tranh cao.
e am bao ban a ra gia ung (khong qua re va khong qua at).
KHAI NIEM 3. Xay dng cac chien lc nh gia tong the cua khach san Nhng van e quan trong hang au can c giai quyet la:
MO TA
TIEU CHUAN
LY DO
KIEN THC Xem tai lieu tham khao nh neu tren.
1. Gia tr san pham theo nhan thc cua khach hang so vi san pham cua oi thu nh the nao.
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Gia ca. San pham canh tranh va gia ca. San pham thay the va gia ca. La chon khac neu khach khong mua san pham hay dch vu nao? Tien nghi? Cac dch vu?
e co thong tin chi tiet ve viec nh gia cac san pham va dch vu cua khach san.
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2. Nhng ac iem/li ch nao nen c bao gom ma khong tnh them chi ph:
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e so sanh va can cu the, ro rang.
3. Hnh thc thanh toan nao c chap nhan? 4. Nhng hnh thc khuyen mai, giam gia, ha gia hay cac khuyen khch ac biet nao c ap dung?
The tn dung, oi ngoai te, the du lch, the ATM. Gii han ve thi gian. Mc gia ac biet. Gia cuoi tuan, gia cho khach i theo nhom, gia gia tuan, gia cho cac cong ty ai ly l hanh, cong ty oi tac, hay cac tap oan ln.
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l Phan oan th trng ac biet. (ngh trang mat, ngh theo nhom gia nh).
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KHAI NIEM
MO TA 5. Cac hnh thc chiet khau theo so lng nao, neu co, se c ap dung cho khach?
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TIEU CHUAN Gia cho oan/nhom khach. Gia oi tac. Gia danh cho cong ty ieu hanh tour. Gia cuoi tuan. Gia ap dung theo tng mua hoac thi iem trong nam. - Mua cao iem. - Mua thap iem. - Mua goi vu.
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LY DO Nhom tren 10 buong. Chnh sach gia buong u ai. Nhng cong ty thng xuyen at buong. at buong thi gian dai.
KIEN THC
Neu mc cu the theo tng giai oan t nhat la mot nam.
Thng xuyen kiem tra gia cua cac oi thu canh tranh. Nhng loai chi ph nao thay oi nhanh chong? Khach san co phu thuoc vao hang nhap khau khong?
e at mc gia cao nhat co the trong suot nam. Gia phong co the thay oi theo tng ngay. Nhng hang muc hang hoa nhap khau cua khach san? Cac hang hoa khac nh banh my, tht hay o van phong pham.
Viec am bao gia ca tren bang gia va thong tin tren cac t ri chnh xac va cap nhat la rat quan trong
6. Co nen co thi gian bieu cu the ap dung cho viec ieu chnh gia?
KHAI NIEM
MO TA 7. oi thu canh tranh co thay oi gia khong?

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TIEU CHUAN t nhat 6 thang mot lan.
LY DO e so sanh vi oi thu canh tranh va e am bao gia cua khach san khong qua re.
KIEN THC
8. Co tnh trang thieu hut (hoac d tha) san xuat nao hay nguyen lieu tho vao co the lam thay oi gia ca? Xem xet nhng d lieu nay theo nh ky va ieu chnh gia phu hp. D lieu cong bo nen bao gom nhng li chu giai e thong tin ro rang. e tranh nhng van e rac roi ve luat phap, e ban hoan toan co quyen duy tr hay ieu chnh gia ca cua bat ky hang hoa hay dch vu nao.
Tat ca nhng lan ieu chnh phai c ghi lai theo ma ieu chnh cung vi nhng ghi chep lien quan khac.
Cac mc gia va noi dung cua thong tin t ri co the c ieu chnh ma khong can co thong bao trc.
e tranh gay lung tung hay hieu lam cho khach. e ban hoan toan co quyen duy tr hay ieu chnh gia ca cua bat ky hang hoa hay dch vu nao. De dang va minh bach. V du: ve may bay co the mang lai doanh thu nhieu hn hoac ty le at cho cao hn. Marketing, Abbey, J., 2003 Education Institute American Hotel and Hotel Association. Marketing for Hospitality and Tourism, Kotler, P. Bowen, J. Makens, J., 2006 Pearson Higher Education; Upper Saddle River N.J.
4. Hai chien lc nh gia:
Chien lc truyen thong Chien lc linh hoat
Gia ca t nhieu co nh Cung loai dch vu nhng co nhieu mc gia khac nhau danh cho tng oi tng khach hang.
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KHAI NIEM 5. Chien lc nh gia truyen thong
MO TA Nhng lnh vc sau ay can phai c can nhac khi quyet nh gia ca: 1. Phng phap co nh (mot gia)
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TIEU CHUAN
LY DO
Hang hoa c chao vi cung mot loai gia.
S thuan li cua phng thc nay la khong thien v khach hang do oi x bnh ang vi moi loai khach, thuc ay qua trnh x ly nhanh cac giao dch. Can nhac cac yeu to nh loai san pham va ieu kien canh tranh khi a ra quyet nh ve cac mc gia.
2. Cac mc gia khac nhau.
Hang hoa va dch vu c phan loai thanh cac hang muc co mc thap, trung bnh, cao (hang sang).
3. Chien lc cu the nh gia c can c tren ket qua phan tch va anh gia nhng khach san khac co cung chung loai san pham va dch vu.
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Trong khi quyet nh chien lc nh gia san pham va dch vu cua khach san, ban co the can nhac cac chien lc da tren nhu cau, chi ph va nhng yeu to canh tranh.
KHAI NIEM
MO TA Tieu ch cua nhng chien lc nay bao gom: a) Nhu cau b) Chi ph
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TIEU CHUAN Chien lc nh gia c can c tren tac ong oi vi khoi lng c tao ra t gia ca. Chi ph san xuat cong them li nhuan mc hp ly. Chien lc nay se dan ti viec nh gia hoac la thap, ngang bang, hoac cao hn gia chao cua oi thu. Nhng yeu to nh: "T phuc vu" (thng cho phep a ra mc gia re hn). Danh tieng co the ay mc gia cao hn so vi gia cua cung loai dch vu hay san pham. Phng thc nay c ap dung cu the vi trng hp khach san cung cap san pham hay dch vu theo kieu "thng lng" ch khong phai la gia an nh hay gia c ban.
LY DO Thong thng, gia cang thap nhu cau cang ln va ngc lai. Cho du ay la phng phap de nhat co the ap dung th cung nen than trong neu yeu to tac ong cua nhu cau khong c can nhac en. Phng phap nay oi hoi phai than trong can nhac cac yeu to lien quan. Ban co the nh gia cho san pham va dch vu qua thap hoac qua cao.
KIEN THC
c) Canh tranh
6. nh gia linh hoat
Vi phng thc nay, cung mot san pham hay dch vu se co nhieu mc gia khac nhau danh cho tng oi tng khach hang.
Cac hang hang khong hay khach san tai nhng thanh pho ln co nhieu phan oan th trng khac nhau va nhieu mua kinh doanh trong nam.
Xem tai lieu tham khao neu phan tren.
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KHAI NIEM 7. Quan ly li nhuan
MO TA nh gia khac nhau. Ket hp hieu qua nhng yeu to nh cac loai phong con trong vi nhu cau cua khach (ngi muon nhng phong o) vi gia ca thch hp e toi a hoa li nhuan.
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TIEU CHUAN Cac hnh thc at cho vi nhng phan oan th trng khac nhau. Nhng buong nao a ban? Trc thi gian bao lau? Hieu lc cua viec thay oi gia. He thong at cho. Phat trien nhu cau trong mua thap iem. S dung ben th ba. Gia buong co the thay oi theo tng ngay tuy tng loai buong. Thu thap so lieu thong ke.
LY DO Thuc ay hoac thay oi nhu cau hoac kiem soat thi ky cao iem va thap iem.
Nhieu khach san s dung he thong at gi cho qua may vi tnh e giam sat quan ly li nhuan.
He thong gi cho cho phep toi a hoa mc o s dung buong t trc thi gian ban.

KHAI NIEM 1. Cac kenh phan phoi hoac ai dien
QUAN LY HOAT ONG MARKETING Cong cu marketing P - a iem: Kenh phan phoi hay ai dien (Kien thc)
MO TA TIEU CHUAN
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LY DO Kien thc ve san pham va dch vu cua khach san la ieu kien c ban e thu hut khach en vi khach san.
KIEN THC CHA Small Hotel Manual, 2007. Xem Phan viec 7.1: "Marketing la g?" e ket danh muc cac cuon sach ve marketing.
Nhng oi tac marketing, hay cac cong ty hoac ca nhan ngoai khach san, nhng ngi co the ai dien va ban buong/dch vu cua khach san cho cac khach hang (mi). Ho co the xuc tien va ban san pham/dch vu giup ban.
Cung cap t ri thong tin, bang gia, ban tin va a ch lien he cap nhat cua khach san (th ien t hoac trang web) cho cac kenh phan phoi/ai dien cua ban. t nhat en tham khach san cua ban moi nam mot lan. Gi moi lien he thng xuyen vi ho. Nen gi cho khach nhng tap thong tin mi va th mi ho tr lai khach san. Mi khach cam theo 3 hay 4 tap thong tin va bang gia cac san pham va dch vu cua khach san khi ra ve. Moi phong nen co tap thong tin mi va bang gia cap nhat. Gi th cho nhng v khach tr lai khach san va nhng khach hang mua co khoi lng ln t nhat hai lan trong mot nam.
2. Marketing trc tiep:
Neu khach san cua ban a thanh lap t lau, ban se co the ang ky cua nhng ngi khach trc kia a khach san.
Nhng v khach hai long co the la ngi ban hang gioi nhat cho khach san cua ban. Khong nen e khach ra ve ma khong mang theo nhng t thong tin va bang gia cua khach san.
Nhng v khach a khach san trc ay Danh sach th tn cua ca nhan ban
Danh sach th tn ca nhan cua ban co the bao gom c quan chnh phu, bao ch, oi tac lam an, va ban be.
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KHAI NIEM 3. Van phong du lch
MO TA Ca van phong trong nc lan nc ngoai phai nen co u so lng tap thong tin va bang gia cua khach san ban.
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TIEU CHUAN Viet th t nhat hai lan mot nam e yeu cau ho kiem ke tap thong tin va bang gia. Yeu cau ho cung cap thong tin lien quan en cac chien dch cong tac marketing, xuc tien thng mai, trien lam thng mai va FAM trip. Nhan vien ai dien phai luon cap nhat thong tin ve tnh trang phong trong cua khach san, gia ca, mc ban phong d kien va thc te. Nhan vien dai dien phai en tham khach san cua ban t nhat hai lan mot nam va phai co u so lng tap thong tin va bang gia cua khach san. Phai lien he vi nhan vien ai dien hang tuan.
LY DO Nhng van phong nay co the co moi lien he chat che hn vi phan oan th trng cua khach san, va ho phai co kien thc ve san pham va dch vu cua khach san. Ho biet ro san pham cua du lch Viet Nam. Hang tuan, ngi quan ly khach san nen lien he vi ai dien khach san e thong bao ve tnh trang kn phong va nhng chien lc marketing ac biet.
KIEN THC
4. ai dien cua khach san
ai dien cua khach san giup tao ieu kien thuan li cho viec at phong va kiem tra phong con trong, ong thi cung cap thong tin cho khach tiem nang, cac ai ly l hanh va cong ty cung cap tour. o cung la ni thu tien at coc va tien tra trc.
Nhan vien ai dien la ngi au tien ban phai lien he neu chien lc marketing co s thay oi.
KHAI NIEM 5. ai ly l hanh ban le
MO TA ai ly l hanh co the ban san pham va dch vu cua khach san cho khach. ai ly hang l hanh ban le thng di s ieu hanh cua nhng to chc thng mai ln nh Hiep hoi ai ly l hanh Viet Nam va/hoac Hiep hoi quoc te cac ai ly l hanh ban le. Ho co moi lien he vi cac hang hang khong, cong ty cho thue xe oto, ai dien khach san va cong ty ieu hanh tour ban buon. Ho co the tiep can cac nhom khach ln. Ngay nay at buong c thc hien thong qua: P Mot ai dien cua khach san. P ai ly ieu hanh tour ban buon, neu mua tour tron goi. P Qua gi fax trc tiep en khach san. P Thong qua nhng hang hang khong co dch vu at buong khach san nh la dch vu i kem.
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TIEU CHUAN Moi nam hai lan gi 5 -10 bu kien tap thong tin va bang gia cho ho. Xay dng c che tien hoa hong e thuc ay ho ban hang va dch vu cho ban (khoang 10-20% gia thc). Luon thong bao trc cho ho ve nhng chien dch ac biet va ngay khoa so.
LY DO Khi ban goi ien cho ai ly l hanh, nen nh rang ho la mot trong nhng ai dien ban hang tot nhat cho khach san cua ban.
KIEN THC
at buong theo nhom co the chiem toan bo phong cua khach san va khong con buong danh cho khach thng xuyen. Cac goi dch vu co the ap dung cho nhng thi iem cu the trong nam. Thong bao ngay ket thuc (khi khach san a ban het san pham va dch vu).
Vao ngay trc khi khach i theo oan en va sau khi ho i, rat kho co the ban het buong khach san. at buong theo nhom co xu hng lam giam thu nhap tnh theo n v buong, v ho yeu cau mc gia ac biet.
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KHAI NIEM 6. Hang ieu hanh tour ban buon
MO TA Hang ieu hanh tour ban buon la nhng chuyen gia xuc tien quang ba san pham bang moi phng tien co san tai nhng th trng muc tieu, co kha nang cung cap thuoc tnh, ac tnh cua san pham, ac iem cua khu thang canh, hnh thc van chuyen va nhng nhu cau ac biet khac.
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TIEU CHUAN Cac dch vu tron goi c cong bo ket hp vi dch vu hang khong. Nhng goi dch vu kieu nay c cac hang ieu hanh tour ban buon a en khach hang thong qua cac nhan vien ai ly l hanh ban le va cac quay ieu hanh tour tai san bay. Co the dao ong trong khoang 20-40% gia buong khach san. Kiem tra ky nhng muc nao co the bao gom va nhng muc nao nam ngoai gia. Bao nhieu buong trong so buong cua khach san (toan bo khach san, hay ch mot phan va vao mua nao?).
LY DO Ca nhan vien ai ly l hanh ban le lan nhan vien ban ve cua hang hang khong eu khong the biet tng tan moi ni tren the gii, do o ho phai tm en cac chuyen gia. S dung cac chuyen gia e at trc phong va cac dch vu mot cach hieu qua hn va nhanh hn se giup ho phuc vu khach tot hn. Khach san khong nen ch hoan toan phu thuoc vao mot hang ieu hanh tour duy nhat.
KIEN THC
Tien hoa hong tra cho ho la khoan bu ap cho lai nhng chi ph ma ho a chi nh ph van phong va tai lieu.
KHAI NIEM 7. Trach nhiem oi vi viec at buong qua tai
MO TA So lng buong ban vt qua so buong cua khach san co trong mot ngay hoac trong mot thi gian khien ban phai huy bt so khach a at trc.
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TIEU CHUAN ieu nay rat nguy hiem ve mat phap ly cho khach san, ac biet trong ky nguyen tieu dung hien nay, khi cac c quan bao ve ngi tieu dung thc hien nghiem ngat luat bao ve khach hang va thng ng ve pha khach hang. Thong bao cho khach hang neu khach san cua ban a qua tai trong thi gian khach muon thue.
LY DO Khong g co the lam giam uy tn cua nhan vien ai ly l hanh ban le, hang ai ly l hanh ban buon va cua khach san nhanh bang viec khach san qua tai.
KIEN THC
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KHAI NIEM 1. Lap ngan sach quang cao
QUAN LY HOAT ONG MARKETING Cong cu marketing P - Xuc tien/Thong tin: Quang cao (Kien thc)
MO TA TIEU CHUAN
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LY DO Mot chng trnh quang cao c xay dng cong phu va sang tao, giup chuyen tai thong iep cua khach san en th trng mot cach hieu qua nhat, co the lam tang ang ke li nhuan t nguon von au t.
KIEN THC Mot hng dan hu ch la cong trnh nghien cu hang nam cua Horwath & Horwath, mot hang chuyen thu thap so lieu thong ke ve hoat ong khach san tren khap the gii.
Quang cao bao gom tat ca cac hnh thc truyen thong phai tra tien ma ban co the kiem soat trc tiep. e thong tin en bat ky th trng nao mot cach hieu qua, ban phai lap ke hoach ngan sach chat che va phai thc hien nghiem tuc ke hoach o. Phai thng xuyen anh gia ke hoach ngan sach e am bao no mang lai hieu qua.
Di ay la hng dan cu the cho viec lap ngan sach nam danh cho quang cao cua mot khach san:
Nam th nhat: 10% cua $100.000 hay $10.000 Nam th hai: 8% cua $130.000 hay $10.400 Nam th ba: 7% cua $155.000 hay $10.850 Nam th t: 6% cua $200.000 hay $12.000 Nam th nam: 5% cua $250.000 hay $12.500
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Xem phan viec 7.1: "Marketing la g?" e biet danh muc tai lieu can tham khao.
Khi hoat ong kinh doanh on nh a c hnh thanh vng vang va hnh thc quang cao truyen mieng tr nen quen thuoc va on nh th ngan sach quang cao co the cat giam xuong con khoang 4 hay 5% doanh so.
KHAI NIEM 2. V du ve quang cao
MO TA Cac hang thong tan. Viec s dung phng thc nao hay thi gian nao e quang cao eu phai c quyet nh tren c s ke hoach marketing cua khach san.
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TIEU CHUAN Thong thng nhat: l
LY DO Tuy thuoc vao ngan sach va chng trnh quang cao cua khach san, ban co the quyet nh s dung phng thc nao, hay ket hp mot so phng thc vi nhau.
KIEN THC
Truyen mieng. Gi th trc tiep. Internet/websites Ban tin. Hoi ch thng mai. Bao/tap ch.
Nhng y tng khac: - Tivi/ai. - Bang quang cao.
Co the rat ton kem va khong phai luc nao cung san co.
3. Hp tac vi c quan du lch (trong nc hay trong khu vc)
e quang cao va duy tr quan he cong chung. S dung chnh nhng hang ma c quan du lch hay hiep hoi khach san a s dung.
Cung cap anh va thong tin (tap thong tin va bang gia). Nhng bai bao a thong tin ve khach san tren cac tap ch khac.
C quan du lch hay hiep hoi khach san se la ngi phan phoi nhng tap thong tin cua khach san giup ban. Nhng nha bao hay hang thong tan chuyen viet ve du lch en Viet Nam se c mi en khach san cua ban.
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KHAI NIEM 4. Quang cao qua hnh thc truyen mieng
MO TA La hnh thc quang cao rat hieu qua. La nhan xet tch cc ve trai nghiem tot cua khach trong thi gian lu tru tai khach san. o la iem then chot cho thanh cong cua bat ky khach san nao. Hay dung chnh nhng v khach cua khach san e quang cao.
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TIEU CHUAN Khong ton kem chi ph. Hieu qua cao. Mi khach ghi lai nhan xet hay nhng trai nghiem cua ho trong thi gian lu tru vao so lu but cua khach san. Khach se ke vi t nhat 10 ngi ve trai nghiem cua ho tai khach san cua ban.
LY DO Hnh thc nay thng khong c chu y va coi trong ung mc. t khi c khai thac toi a hieu qua.
KIEN THC
Moi ngi thng coi viec ho c phuc vu tot, co thc an ngon va cho tot la ieu ng nhien. Neu khong, khach san cua ban se b khach truyen mieng nhng nhan xet xau, gay anh hng het sc bat li.
KHAI NIEM 5. Lam the nao e mot khach san co the at hieu qua toi a t hnh thc quang cao truyen mieng?
MO TA C hoi c chia thanh hai dang:

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TIEU CHUAN Khach san co nhng li the ac thu e xay dng danh tieng nh hnh thc quang cao truyen mieng chu yeu nh moi quan he mat thiet gan gui gia khach va ban quan ly khach san cung nhng trai nghiem tuyet vi ma khach co c. Gi th chao mng trc tiep en khach. e ten va ch ky cua ban!
LY DO
KIEN THC
TRC KY NGH (trc khi khach en khach san):
Tranh gi th tap the cho khach, v nh vay ton kem va moi ngi thng vt th i trc khi oc. ay la c hoi au tien e xay dng hnh thc quang cao truyen mieng. Nh vay ho biet tm ban luc nao va au khi can c ban giup. am bao gi th rieng cho khach. Nhng chi ph ve mat thi gian va tien bac danh cho khach la cach chac chan nhat e phat trien kinh doanh va tao niem tin cho khach hang.
Khi khach a at trc buong, dung hnh thc quang cao truyen mieng e chao nhng dch vu ac biet.
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KHAI NIEM
MO TA TRONG THI GIAN NGH (Trong th i gian ngh ta i khach san): Bang cach nay hay cach khac, ban mang en cho khach nhng dch vu ln hn s mong i va khoan tien khach phai tra. Yeu to then chot la phuc vu ti tng khach hang.
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TIEU CHUAN Chao gia giam cho nhng khach i kem, lu tru them ngay, hoac chao gia u ai trong mua thap iem cho nhng khach a tng en khach san. Gap g rieng tng v khach. Thong qua chuyen tro, tm hieu xem khach co nhng quan tam g ma ban co the giup e lam hai long khach. Can nhac viec tang mon qua nho cho khach luc ra ve kem theo danh thiep cua ban trong goi qua. Chao tam biet tng ngi khach! An tng cuoi cung tot ep.
LY DO
KIEN THC
KHAI NIEM Th trc tiep:
MO TA La tai lieu thng c in bon mau e cung cap thong tin ve san pham va dch vu cua khach san, kem theo hnh anh khach san. Tap thong tin phai c in tai nhng cong ty in chuyen nghiep.
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TIEU CHUAN Trnh bay sang sua va in 4 mau. Cung cap nhng thong tin co that ve san pham. Nhng u iem cua khach san. Kch thc chuan ng 4"x9") (tng
LY DO Tai lieu quang cao quan trong nhat. No phan anh cac thong tin ve khach san cua ban.
KIEN THC
Tap thong tin
Te n tha n h pho / vu n g/quo c gia phai at pha tren hoac goc tren ben phai cua tap thong tin. Ten cua khach san at pha tren chnh gia vi kieu ch in e de oc.
Co the gap va phong b c "so 10". No cung se va vi gia e tap thong tin cua tat ca cac hang l hanh.
Kch thc khac vi tieu chuan co the khong thuan li khi gi th, lu tr, va trng bay. Neu tap thong tin c at tren gia pha sau, ten khach san cua ban van c nhan thay va de dang phan biet vi cac tap thong tin cua hang khac.
Nhng thong tin nh ten ao/at nc va ten khach san nen in ca mat trc va sau tap thong tin. Ten khach san, a ch, so ien thoai, a ch email va trang web phai luon c in ro rang.
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KHAI NIEM Th trc tiep: Bang gia
MO TA Tai lieu liet ke gia buong va cac ieu kien khac. e phuc vu cho muc ch bao gia chu yeu la e thong tin cho khach ve gia ca.
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TIEU CHUAN Bang cach nay hay cach khac, ban mang en cho khach nhng dch vu ln hn s mong i va khoan tien khach phai tra. Yeu to then chot la phuc vu vi tng khach hang. - So ien thoai at phong. - Nhng o mang theo/ nhng quan ao phu hp vi thi tiet. - Thi gian tra buong. - Quy nh ac biet cua khach san/ chnh sach tien boa. - Quang ng t san bay en khach san. - Gia taxi, thi gian bieu cua hang tau/hang khong. - Thue ga en/ga i. - Chnh sach huy at trc. - Van phong ai dien khach san (neu co).
LY DO In bang gia khong ton kem, va khong nen in so lng nhieu qua mc thc dung trong mot mua mot nam. Co mot so khach san cong bo gia theo mua, so khac theo nam, ke ca mua he va mua ong.
KIEN THC
Thiet ke cua bang gia cung phai co hnh anh tng t, phu hp vi hnh anh quang cao tren tap thong tin.
Ban khong nen gi cho khach th chao hay tap thong tin ma khong co bang gia.
KHAI NIEM Internet:
MO TA oi vi hau het khach san, trang web la phng tien marketing hieu qua nhat. No giup nh v th trng hieu qua da tren cac cong cu tm kiem giup hien th khach san cua ban toi a. Trang Web Ban s dung Internet cho muc tieu marketing the nao? Mach nc cho trang Web cua ban: 1. Han che s dung o hoa.
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TIEU CHUAN WWW- World Wide Web. Moi khach hang biet lt Web eu co the tm thay khach san cua ban. Ban can co trang web va a ch email e lien lac.
LY DO Ngay nay, Internet co le la cong cu marketing manh nhat (va hieu qua nhat xet ve chi ph) oi vi cac khach san.
KIEN THC
Thiet ke va tao trang Web cho rieng khach san cua ban. Tao ra "trang chu" thu hut. Ten trang Web nen ngan gon, n gian va co ten mien quoc gia, v du: .com, .org, hay Vietnamese- vn- a ch khach san). La chon "cong ty cung cap dch vu lu tr web". Lu tr trang Web cua ban tren mot may tnh e am bao rang no luon m san hien hu tren may tnh cua khach san. Nen chon "cong ty cung cap dch vu lu tr web" co tru s gan th trng cua ban.
2. Cac hnh tnh phai co cac lenh va s o de hieu.
3. Trang web c thiet ke thong minh e ngi xem co the vao de dang. 4. ang ky trang Web vi nhieu cong cu tm kiem khac nhau va cac t khoa lien quan nh "khach san", "nha khach", "nha ngh", v.v..
am bao ng dan ket noi vi trang Web co hieu lc.
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KHAI NIEM
MO TA Quang cao tren nhng trang pho bien c nhieu ngi truy cap e trang web cua ban c nhieu ngi biet en. 5. Co yeu to tng tac.
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TIEU CHUAN Noi dung a len trang Web phai phong phu va lien quan en khach san. Noi dung trang Web phai luon c cap nhat vi nhng thong tin mi va bang gia mi nhat. World Wide Web co the cung cap cong cu hieu qua hn ma khong ton kem nhieu chi ph, giup ban tm en nhng nhom ngi xem muc tieu nhanh hn va anh gia ket qua.
LY DO Co the ap dung nhieu cach thc marketing thu hut khach tr lai, v du: cac cuoc thi va giai thng, cac bai bao, nhieu ng ket noi vi iem en.
KIEN THC
Quang cao trc tuyen Quang cao tren Internet c goi la "Quang cao trc tuyen". Th ien t Mang Internet a ra hnh thc th ien t cho phep moi ngi khap ni tren the gii co the trao oi th t vi toc o gan nh ngay lap tc.
S xuat hien Internet a lam thay oi phng thc marketing va quang cao khac hoan toan vi cac phng tien truyen thong khac.
Thuan tien, nhanh chong va khong ton kem chi ph.
Vi th ien t, khach hang co the gi thong iep cho ban t khap ni tren the gii, vao bat c luc nao. Mat hai ngay mi tra li th co the lam tieu tan c hoi ban hang cho khach san.
Hoi am nhanh (trong vong hai ngay) Thng xuyen kiem tra th (t nhat mot lan moi ngay). Thong iep cua ban nen co ch ky ien t. Ten ay u cua ban, ten khach san, so ien thoai, fax va a ch email.
Th ien t cung tao ra mot so trach nhiem mi. Ngoai ra, qua th ien t, ngi khac co the lien he de dang vi ban!
ng bao gi ngh rang ngi gi th cho ban se nhan ra th tra li cua ban ma khong can thong tin nay.
KHAI NIEM Ban tin
MO TA Gi ban tin ien t qua email. Neu ban thu thap a ch th ien t t trang web, ban can phai:
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TIEU CHUAN
LY DO ay la cach thc khong ton kem, giup ban gi lien he thng xuyen vi khach cu va khach tiem nang. V no co the phan tac dung oi vi hnh anh cua ban neu khong lam ung. e tranh s dung a ch email sai muc ch. Quy trnh nay ngan chan ngi la ang nhap vao a ch th cua ban.
KIEN THC
S dung mot cach khon ngoan.
Tren danh sach gi th co muc 'la chon' CO hoac KHONG
"Xac nhan hai lan".
Nhng th en t nhien khong ro ngi gi c goi la "junk mail" hoac "spam".
cuoi trang th nen co hng dan g bo.
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200
KHAI NIEM 6. Quang cao thng mai l hanh
MO TA Danh ba ac biet danh cho: - ai ly l hanh ban le. - ai ly l hanh ban buon. - Hang hang khong.
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TIEU CHUAN a vao danh ba. Mot quang cao ngan. So ien thoai. So tay hng dan. Trang web. Internet ngay cang c s dung rong rai. Nhanh chong hn va chnh xac hn. Duy tr trang web c cap nhat!
LY DO Nhieu ai ly l hanh ban le va ban buon, cac hang hang khong rat hay s dung cac cuon danh ba nay. V vay, hay am bao ten khach san cua ban luon co mat trong nhng cuon danh ba o.
KIEN THC
Danh ba co the lam theo quoc gia, vung, thanh pho va sap xep theo trat t ch cai.
Mot so ai ly co the liet ke ten khach san cua ban vi le ph danh ngha (khong ang ke). Mot so ai ly khac se a ten khach san cua ban vao danh ba mien ph.
So tay hng dan: Co mot so so tay hng dan du lch chau A va Viet Nam at tieu chuan. Nhng tai lieu nay c cap nhat hang nam.
Ban co the gi thong tin cu the ve khach san cho bien tap vien, kem theo th rieng mi ho en khach san cua ban neu ho co ke hoach i thc te e thu thap thong tin cap nhat tai lieu.
Ban khong the ch can tra tien la c neu ten trong so tay hng dan.
KHAI NIEM
MO TA Cac c quan quan he cong chung cung cua Uy ban chuyen trach du lch cua nha nc giup a ten khach san cua ban vao nhng tai lieu nh: 1. Lonely Planet 2. Fielding's Guide to Asia -Vietnam 3. Fodors Guide to Asia Vietnam.
TIEU CHUAN
LY DO La nhng tai lieu hng dan du lch chu yeu danh cho khach hang, nhng cung ong thi la c s tham khao cho cac phong vien bao va tap ch.
KIEN THC
201
202
KHAI NIEM Bao va tap ch
MO TA Luon hien hu tai nhng th trng nhat nh.

l
TIEU CHUAN Mot quang cao nho tren bao a phng co the mang lai li ch, ac biet khi noi dung bao e cap nhng khach san khac trong vung, cac hang hang khong; hoac c quan du lch a phng quang cao cho khach san cua ban. ang mot quang cao, kem theo anh trang en c 20cmx25cm ve khach san cua ban va mot so hoat ong. Cac hoat ong va goi dch vu tai a phng. Co the s dung tap ch va bao l hanh e quang cao goi dch vu mi va cac hoat ong khac cua khach san.
LY DO Kha ton kem chi ph, va trong hau het cac trng hp khong mang lai hieu qua cho khach san.
KIEN THC
Bao a phng
Biet khach en t ni nao va ly do khach i du lch.
Quang cao cho nha hang va o an thc uong ac biet.
Tap ch va bao l hanh
Ho co lien he rat tot vi cac hang l hanh va hang khong, va thng rat hieu qua trong viec tm ra nhng hang l hanh mi ong thi van duy tr lien he vi cac hang cu.
Ch ph quang cao tren nhng bao nay thng thap hn cac bao quang cao o tieu dung khac.
KHAI NIEM
MO TA Ban nen quang cao khach san cua ban trong cac bao va tap ch l hanh e quang ba hnh anh cua khach san va c li t cac mo ta cua bien tap vien ve khach san cua ban.
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TIEU CHUAN Gi thong cao bao ch cua khach san va anh en trang kho 20cm x 25cm cho toa soan. Noi dung thong cao co the la nhng net mi, goi dch vu mi, nhng thay oi trong quan ly. Cac quang cao mau va theo chuan ( trang, trang hoac ca trang). Hap dan cac th trng nh: - Ngh trang mat. - Ngh dng. - Ngh cung gia nh.
LY DO
KIEN THC
Tap ch
Co the rat hieu qua neu ban quyet tam thu hut cac phan oan th trng ac biet hoac muon m mot khach san.
Quang cao tren tap ch rat ton kem.
203
204

KHAI NIEM 1. Xuc tien
QUAN LY HOAT ONG MARKETING Cong cu marketing P - Xuc tien: Tm hieu thc te/ Quan he cong chung/ Ban hang ca nhan (Kien thc)
MO TA e gii l hanh, bao ch va nhng ngi uy tn hoat ong trong nganh biet en cac dch vu va hoat ong cua khach san.
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TIEU CHUAN Ban goi ien trc tiep en cac hang l hanh, la n v se xuc tien hoac ban san pham cho khach san. Luon co san cac tap thong tin cap nhat ve khach san vi nhng hnh anh mi nhat e cung cap cho cac hang l hanh, bao ch va nhng quan chc en khach san. Gap g vi cac hang l hanh va thao luan ve nhng li ch kinh doanh chung gia hai ben. Nhng chuyen i xuc tien thng c thc hien cung vi c quan quan ly du lch.
LY DO e quang ba va ban cac san pham va dch vu cua khach san, cua iem en, vung, thanh pho cua ban.
KIEN THC Xem Phan viec 7.1: "Marketing la g?" va danh muc tai lieu tham khao.
Nhng chuyen i xuc tien
e xuc tien quang ba khach san en vi th trng, can phai goi ien thoai trc tiep en cac hang l hanh. Mot so khach san co the hp tac vi nhau lam viec vi c quan du lch ve nhng chuyen i xuc tien.
C quan quan ly du lch xuc tien quang ba cho khu vc/quoc gia nh mot iem en cho du lch, va ban xuc tien cho khach san cua mnh.
KHAI NIEM 2. Tm hieu thc a
MO TA Mi cac hang l hanh en khu vc va khach san cua ban e tm hieu va lam quen vi cac san pham/dch vu/hoat ong.
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TIEU CHUAN Khi mot ai ly l hanh en khach san, cho du i mot mnh hay vi oan, ban nen danh thi gian on tiep, chieu ai ho. - Cho ho xem buong va cac trang thiet b, c s vat chat cua khach san. - Cung cap tap thong tin, bang gia, cac tranh anh quang cao. - Trao oi danh thiep. - Mi ngh tai khach san mien ph. - Thc hien cac hoat ong theo sau chuyen tham thong qua viec trao oi email, ien thoai va luon cap nhat cho ho tnh hnh ve khach san cua ban.
LY DO Cac hang l hanh co the gi nhan vien en khach san cua ban e trai nghiem cac san pham/dch vu trong thi gian lu tru.
KIEN THC
Nhng chuyen i tm hieu thc te nay thng c to chc bi c quan du lch ket hp vi hang hang khong hay ai ly ieu hanh tour ban s. Nhieu ai dien khach san cung t to chc nhng chuyen i thc a cho rieng ho.
e gay an tng tot ep ve khach san cho ai ly l hanh.
205
206
KHAI NIEM 3. Quan he cong chung
MO TA Cac hang truyen thong a tin, bai viet ve khach san cua ban. Khach san co the quan ly hoat ong truyen thong nhng khong phai luc nao cung co the kiem soat c ho. Cac phng tien truyen thong: P Vo tuyen. P ai. P Bao. P Tap ch. P Websites.
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TIEU CHUAN Lam thong cao bao ch. Kch c toi a la 1 kho giay A4. Bao gom so ien thoai lien he, a ch email. Nen co hnh anh. Lap danh sach e gi thong cao bao ch vi a ch email va ngi lien he. Cap nhat danh sach bao ch hai lan mot nam. Danh sach bao ch phai bao gom nhng v khach thng xuyen/tr lai khach san va danh sach th tn ca nhan cua khach san. Gom nhng thong tin gia tr. Dch sang tieng Anh e cung cap cho cac hang thong tan quoc te.
LY DO Bat ky thong tin nao ang a ra, nh: m rong nhan vien xuat sac cua nam, thc n mi, tai tr cac hoat ong tai a phng, le ky niem, khach tr lai, khach ac biet, khach VIP tai tr, gay quy, quan ly mi, nang cap, ao tao, tham gia trien lam thng mai.
KIEN THC
Hop bao
Mi cac hang thong tan a phng/vung/quoc gia en khach san cua ban va cung cap cho ho nhng thong tin ang gia ve khach san.
KHAI NIEM 4. Cac hoat ong xuc tien mien ph
MO TA Bang viec tang dch vu mien ph hay bao tr cac hoat ong tai a phng, ban co the tao ra s quang ba khong mat tien cho khach san. Tai tr oi the thao, trng hoc cua a phng co the thu hut gii bao ch co nhng bai bao ve khach san.
l l
TIEU CHUAN V du: - Lu tru mien ph. - Ba toi mien ph. - Ve an toi co quay xo so thng. - Ky ngh cuoi tuan cho hai khach hoac cho gia nh. - Ba tra hay toi danh cho nhom khach. Luon a ra thong cao bao ch kem theo hnh anh va gi en nhng a ch theo danh sach bao ch.
LY DO Nhng hnh thc nay co the thc hien ac biet vao mua vang khach, khi khach san co buong trong, hoac nha hang co san cho. Chi ph cho nhng hoat ong nay khong ton kem, bu lai ban co quang cao mien ph.
KIEN THC
207
208
KHAI NIEM 5. Ban hang trc tiep
MO TA P Lien he trc tiep vi nhng khach hang va cong ty tiem nang. P Trien lam thng mai. P La mot phan thuoc bo phan ban hang va marketing cua khach san. P Noi mot cach ngan gon, o la ai dien ban hang.
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TIEU CHUAN Goi ien thoai. en tham trc tiep khach hang. Tham nhng v khach quan trong. Tham gia cac hoi ch thng mai. Nhan vien cua khach san cung chnh la ngi ban hang. Khach hang hai long. Nhan xet truyen khau co the gay anh hng tch cc hoac tieu cc vi khach san cua ban.
LY DO Tuy thuoc vao quy mo cua khach san.
KIEN THC
Co the ket hp vi bo phan at buong cua khach san va hp tac chat che vi quan ly khach san.

KHAI NIEM 1. Nghien cu
QUAN LY HOAT ONG MARKETING Nghien cu va thong ke (Kien thc)

MO TA TIEU CHUAN
l
LY DO e ieu chnh dch vu cho phu hp hoac e tm kiem khach hang mi, xay dng c s d lieu thong ke.
KIEN THC
Thu thap thong tin hu ch phuc vu muc ch marketing va lu gi nhng thong tin o theo cach thc n gian.
Ngi quan ly khach san co the ap dung cac phng phap n gian va t ton kem: - Phieu ang ky cua khach. - Thong tin lu tr ve khach hang. - Thong tin c ban ve khach. - Bang tham do y kien khach hang.
2. Phieu ang ky
Khi nhan buong, khach phai ien thong tin vao t phieu thong tin cua khach san hoac xac nhan thong tin theo phieu mau a c in. Thong tin ve phieu ang ky cua khach c ghi trong "So theo doi ca lam viec".
Phieu ang ky phai c trnh bay ep mat va n gian e khach de dang ien thong tin.
Bao gom ca a ch email, ngay thang nam sinh. Lu tr phieu ang ky theo thang va theo th t ch cai.
Phieu ang ky vi ay u cac thong tin can biet ve khach hang, cung vi mot vai lu y ngan gon cua ngi quan ly tinh y, c coi la mo vang cua hoat ong marketing.
209
210
KHAI NIEM 3. Thong tin c ban ve khach hang hay ve khach san
MO TA Co the nghien cu ve san pham cua khach san can c tren c s so sanh thong tin khach hang cua ban vi cac khach san khac trong khu vc.
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TIEU CHUAN So sanh thong tin c ban cua khach vi cac khach san khac trong vung hoac vung xung quanh. Tm kiem tren Internet cac khach san trong vung e so sanh. Cac c quan chnh phu, van phong du lch hay cac ai ly l hanh ban le cung co the cung cap danh sach khach san trong vung.
LY DO Ban se biet khach san cua mnh co at chuan hay khong, hoac ban se co the phat hien nhng van e co the anh hng en kha nang canh tranh cua khach san so vi oi thu.
KIEN THC
KHAI NIEM 4. Bang tham do y kien khach hang
MO TA Cach n gian nhat, t ton kem nhat e giam sat chng trnh marketing cua ban la hoi khach ly do v sao ho chon khach san cua ban. Thao luan ve ket qua tham do vi nhan vien cua ban.
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TIEU CHUAN Co the e ban tham do y kien vi nhng cau hoi n gian trong phong khach, va e ngh khach vui long ien thong tin trc khi ra ve. Hoi xem khach co c: - Hng dan bi cong ty l hanh khong - Gii thieu t khach trc khong. - Nhn thay quang cao cua ban khong? Neu co, thay au?
LY DO La phng phap tot e tm hieu chi tiet hn y kien phan hoi cua khach ve cac san pham va quang cao cua khach san. Cung vi thi gian, ban se hieu ro hn khach san ang hoat ong nh the nao. Va biet c lieu quang cao co ang mang lai li nhuan cho khach san cua ban hay khong. Tng t nh the vi cong ty l hanh.
KIEN THC
Lap danh sach 10 cau tra li thong thng trong thang va so sanh vi thang trc va nam trc.
Thong tin nay giup ch cho viec lap ke hoach marketing cua nam sau.
211
212
KHAI NIEM 5. Nghien cu khong chnh thc
MO TA Ban co the tien hanh nghien cu khong chnh thc vi nhng v khach hien co e tm hieu ho thch g va khong thch g.
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TIEU CHUAN Xac nh 3 hay 4 thong tin ban muon biet e hoi khach. Mi khach cm tra, moi thang 4 v khach. Kiem tra cheo cac bo phan e tm hieu phan hoi cua khach va ghi lai ket qua vao phieu ang ky. Tom tat nhng cau tra li cua khach, lu lai va cap nhat hang thang. Tom tat t 10-20 cau tra li thng gap khach hang. - D lieu quan trong theo thang va theo muc: - Nguon goc khach (en t ni nao?) - Cach thc ho at buong. - Ly do lu tru tai khach san? - Lap danh sach a ch th tn.
LY DO Ho lam g e th gian, loai tap ch/chng trnh TV nao ho a thch, v.v.. Ho thch g khach san?
KIEN THC
6. Bien soan va tom tat thong tin nghien cu
Khi ban tom tat thong tin thu thap theo thang va theo mua, ban se co nh hng e lap ke hoach va ngan sach marketing cho nam sau.
Xay dng d lieu lu tr. Khi hoat ong kinh doanh co s ieu chnh, ban luon co the so sanh vi d lieu cua nam trc, hoac khi muon lap ke hoach cho hoat ong ban hang va xuc tien quang ba.
KHAI NIEM 7. Thong ke
MO TA Tong quat so lieu tng thang, tng nam ve cac hoat ong ban hang va marketing. La chon va bien soan so lieu thong ke theo phan oan th trng.
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TIEU CHUAN Tong so em lu tru theo khach hoac theo cong ty.
LY DO e giam sat va ieu chnh ket qua marketing cua khach san. e xac nh nhng khach hang tiem nang co so lng ln va gia tr nhat cua khach san.
KIEN THC
Tong so at cho trc. Tong doanh so theo au khach hoac theo cong ty. So lng goi dch vu a ban. So em lu tru cao nhat cua 10-20 buong. Danh sach cac hang l hanh va ieu hanh tour. anh gia phan hoi t hoat ong quang cao. Giam sat nhng cong ty mi. Cac cong ty co quan he hp tac.
Publication License No: 20-60/L date 29/4/2009 382 QLK/L date 26/4/2009 Layout by: Golden Sky Tel: 84-43-8634030
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9. Nghiệp vụ Quản lý khách sạn nhỏ

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TONG CUC DU LCH VIET NAM PHOI HP VI UY BAN CHAU AU D AN PHAT TRIEN NGUON NHAN LC DU LCH VIET NAM

TONG CUC DU LCH VIET NAM

TIEU CHUAN KY NANG NGHE DU LCH VIET NAM (VTOS)

TIEU CHUAN KY NANG NGHE DU LCH VIET NAM

NGHIEP VU QUAN LY KHACH SAN NHO

NGHIEP VU AT GI BUONG KHACH SAN

VAN PHONG BAN QUAN LY D AN

TIEU CHUAN KY NANG NGHE DU LCH VIET NAM

QUAN LY KHACH SAN NHO

C QUAN PHAT HANH

D AN PHAT TRIEN NGUON NHAN LC DU LCH VIET NAM

XUAT BAN LAN TH NHAT 2009

TIEU CHUAN VTOS NGHIEP VU QUAN LY KHACH SAN NHO

TIEU CHUAN KY NANG NGHIEP VU QUAN LY KHACH SAN NHO

1.1 THONG TIN CHUNG

1.2 TIEU CHUAN KY NANG NGHE DU LCH VIET NAM

1.3 BANG KY NANG NGHE

TIEU CHUAN KY NANG NGHIEP VU QUAN LY KHACH SAN NHO

PHAN VIEC KY NANG

PHAN VIEC KIEN THC

TIEU CHUAN KY NANG NGHIEP VU QUAN LY KHACH SAN NHO

1.4 CACH S DUNG TIEU CHUAN VTOS

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 QUAN LY KHACH SAN NHO

TIEU CHUAN VTOS QUAN LY KHACH SAN NHO

TIEU CHUAN KY NANG NGHIEP VU QUAN LY KHACH SAN NHO

TIEU CHUAN KY NANG NGHIEP VU QUAN LY KHACH SAN NHO

KE HOACH LIEN HOAN CAC CONG VIEC VA PHAN VIEC

PHAN VIEC KY NANG

2. QUAN LY NGHIEP VU BUONG

PHAN VIEC KY NANG

PHAN VIEC KIEN THC

3. QUAN LY NGHIEP VU LE TAN

PHAN VIEC KY NANG

4. QUAN LY NGHIEP VU AN UONG

PHAN VIEC KY NANG

5. QUAN LY NGHIEP VU KE TOAN

PHAN VIEC KY NANG

PHAN VIEC KY NANG

7. QUAN LY HOAT ONG MARKETING

PHAN VIEC KY NANG

PHAN VIEC KIEN THC

209 7.8 Nghien cu va thong ke

TIEU CHUAN KY NANG NGHIEP VU QUAN LY KHACH SAN NHO

PHAN PHAN PHAN PHAN PHAN PHAN

VIEC VIEC VIEC VIEC VIEC VIEC

1.1: 1.2 1.3: 1.4: 1.5: 1.6:

TIEU CHUAN KY NANG NGHIEP VU QUAN LY KHACH SAN NHO

BO PHAN NHA HANG

BO PHAN PHUC VU BUONG

BO PHAN NHA HANG

TIEU CHUAN KY NANG KY THUAT QUAN LY KHACH SAN NHO

PHAN VIEC 1.2:

QUAN LY KHACH SAN NHO

NGI QUAN LY PHAI LA NGI LANH AO

MOT ONG LC TOT

NHAN VIEN CHNH LA KHACH SAN

GIAM SAT CAC PHONG BAN CHNH

BAO TR BAO DNG

TIEU CHUAN KY NANG KY THUAT QUAN LY KHACH SAN NHO

PHAN VIEC 1.3:

GIAM SAT NGUON THU