TCVN2009 Khach San Final

TCVN 4391: 2009
TIU CHUN QUC GIA
TCVN 4391: 2009

Xut bn ln 2
Khch sn - Xp hng
Hotel - Classification
1 Phm vi p dng
Tiu chun ny qui nh cc yu cu ti thiu xp hng khch sn, khng p
dng xp hng cc loi c s lu tr du lch khc.
Tiu chun ny cng c th c tham kho khi thit k xy dng mi, ci to
nng cp khch sn.
2 Thut ng
2.1. Khch sn (hotel)
C s lu tr du lch c quy m t 10 bung ng tr ln, m bo cht lng v
c s vt cht, trang thit b v dch v cn thit phc v khch.
2.1.1. Khch sn thnh ph (city hotel)
Khch sn c xy dng ti cc th, ch yu phc v khch thng gia,
khch cng v, khch tham quan du lch.
2.1.2. Khch sn ngh dng (hotel resort)
Khch sn c xy dng thnh khi hoc thnh qun th cc bit th, cn h,
bng-ga-lu khu vc c cnh quan thin nhin p, phc v nhu cu ngh
dng, gii tr, tham quan ca khch du lch.
2.1.3. Khch sn ni (floating hotel)
Khch sn neo u trn mt nc v c th di chuyn.
2.1.4. Khch sn bn ng (motel)
Khch sn c xy dng gn ng giao thng, gn vi vic cung cp nhin
liu, bo dng, sa cha phng tin vn chuyn v cung cp cc dch v cn
thit phc v khch.
2.2. Bung ng ca khch sn (hotel room)
Bung c phng ng v phng v sinh.
Bung ng hng c bit (suite) c th c thm phng khch v phng v sinh,
bp nh, quy bar.
2.3. Bung dnh cho nguyn th (presidential suite)
Bung ng thng hng vi trang thit b, tin nghi hin i, cao cp nht p
ng yu cu phc v nguyn th quc gia hoc khch cao cp.
2.4. Tng c bit (executive floor)
Tng c cc bung ng cao cp nht trong khch sn, c l tn ring phc v
khch nhn v tr bung nhanh, c din tch v trang thit b, tin nghi dnh cho
khch th gin, phc v n ung 24/24 h, dch v th k, vn phng, dch thut,
hi tho dnh cho khch lu tr ti tng.
1
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2.5. Phng hi ngh (ballroom)

Phng c trn 100 gh, c trang thit b phc v hi ngh, hi tho ln.
2.6. Phng hi tho (seminar room)
Phng c t 50 n 100 gh, c trang thit b phc v hi tho, hi ngh nh.
2.7. Phng hp (meeting room)
Phng c di 50 gh, c trang thit b phc v hp nhm.
3 Phn loi, xp hng khch sn
3.1 Phn loi khch sn
Trong tiu chun ny, theo tnh cht t chc hot ng kinh doanh, khch sn
c phn thnh 4 loi c bn sau:
a) Khch sn thnh ph;
b) Khch sn ngh dng;
c) Khch sn ni;
d) Khch sn bn ng.
3.2 Xp hng khch sn
Cn c theo v tr, kin trc, trang thit b tin nghi, dch v, ngi qun l v
nhn vin phc v, an ninh, an ton, bo v mi trng v v sinh an ton thc
phm, khch sn c xp theo 5 hng: 1 sao, 2 sao, 3 sao, 4 sao, 5 sao.
4 Yu cu chung
4.1 V tr, kin trc
- Thun li, d tip cn, mi trng cnh quan m bo v sinh, an ton.
- Thit k kin trc ph hp vi yu cu kinh doanh, cc khu vc dch v c
b tr hp l, thun tin.
- Ni ngoi tht thit k, bi tr, trang tr hp l.
- Cng trnh xy dng cht lng tt, an ton.
4.2 Trang thit b tin nghi
- Trang thit b, tin nghi cc khu vc, dch v m bo y , hot ng tt,
cht lng ph hp vi tng hng.
- H thng in chiu sng m bo yu cu tng khu vc, cung cp in
24/24h, c h thng in d phng.
- H thng nc cung cp nc sch v nc cho cha chy, c h thng d
tr nc, h thng thot nc m bo v sinh mi trng.
- H thng thng gi hot ng tt.
- H thng phng tin thng tin lin lc y v hot ng tt.
- Trang thit b phng chng chy n theo quy nh ca c quan c thm quyn.
4.3 Dch v v cht lng phc v
Dch v v cht lng phc v theo quy nh i vi tng hng tng ng.
4.4 Ngi qun l v nhn vin phc v
- c o to chuyn mn, nghip v, ngoi ng, vi tnh ph hp vi v tr
cng vic v loi hng khch sn.
- C sc kho ph hp vi yu cu cng vic, c kim tra nh k mt nm
mt ln (c giy chng nhn ca y t).
- Mc trang phc ng quy nh ca khch sn, c ph hiu tn trn o.
2
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4.5 Bo v mi trng, an ninh, an ton, phng chng chy n v cht

lng v sinh an ton thc phm
- Thc hin tt cc quy nh v bo v mi trng, an ninh, an ton, phng
chng chy n v cht lng v sinh an ton thc phm ca c quan c thm
quyn.
5 Yu cu c th
- Yu cu ti thiu i vi hng t 1 sao n 5 sao qui nh trong Bng 1.
TCVN 4391: 2009
Bng 1 - Tiu ch xp hng

Tiu ch
Hng 1 sao
1 V tr, kin trc
1.1 V tr
Theo 4.1
Hng 2 sao
Nh 1 sao
1.2 Thit k - Theo 4.1 thm:

Nh 1 sao
kin trc
- C ng cho xe
ln ca ngi
khuyt tt.
Nh 2 sao, thm:
- Mi trng cnh
quan sch p
- V tr rt thun li
Nh 2 sao, thm:
- Thit k kin trc
p
- C ca ra vo ring
cho khch.
Hng 4 sao
Hng 5 sao
Nh 3 sao
Nh 4 sao
Nh 3 sao, thm:
- Vt liu xy dng
tt.
- t nht mt bung
cho ngi khuyt tt
i bng xe ln.
Nh 4 sao, thm
- Kin trc c bit.
- Ton cnh c
thit k thng nht.
- C tng c bit
(i vi khch sn
thnh ph).
- Khuyn khch
tnh dn tc trong
thit k kin trc.
20
50
80
100
20
30
50
80
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1.3 Quy m bung (1)

1.3.1 i
10
vi khch
sn thnh
ph, khch
sn ngh
dng
1.3.2 i
10
vi khch
Hng 3 sao
9
1
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Hng 1 sao
1.4 Ni
xe v giao
thng ni
b
- C ni xe cho
khch trong hoc
gn khu vc khch
sn (p dng i
vi khch sn
thnh ph).
- C ni xe cho
khch trong khu
vc khch sn,
cho 100%
s
bung (p dng
i vi khch sn
ngh dng v
khch sn bn
ng).
- Din tch 10 m2
(khng p dng
i vi khch sn
ni).
- C phng v sinh
snh.
1.5 Khu
vc snh
n tip
Hng 2 sao
Hng 3 sao
Hng 4 sao
Hng 5 sao
Nh 1 sao
Nh 2 sao, thm:
- C ni xe cho
khch trong khu vc
khch sn cho
20% s bung (p
dng i vi khch
sn thnh ph)
- Ni xe, li i b
v giao thng ni b
thun tin, an ton.
Nh 3 sao, thm:
Nh 4 sao
- C ni xe cho
khch trong khu vc
khch sn cho
30% s bung (p
dng i vi khch
sn thnh ph).
- Din tch 20 m2
(khng p dng i
vi khch sn ni).
- C phng v sinh
snh.
- Din tch 35 m2.

- Din tch 10 m2 (p
dng i vi khch
sn ni)
- C phng v sinh
nam v n ring.
- Din tch 60 m2.

- Din tch 20 m2 (p
dng i vi khch
sn ni)
- C phng v sinh
nam v n ring
- Din tch 100 m2.

- Din tch 35 m2
(p dng i vi
khch sn ni).
- C phng v sinh
nam v n ring.
TCVN 4391:2009
10
Tiu ch
sn ni,
khch sn
bn ng
TCVN 4391: 2009

Tiu ch
Hng 1 sao
1.6 Khng
gian xanh
Hng 2 sao
Hng 3 sao
- Cy xanh t
cc khu vc cng
cng.
- C sn vn, cy
xanh (p dng i
vi khch sn ngh
dng).
1.7 Din
- Bung mt
tch bung ging n 9 m2.
ng, phng - Bung mt
v sinh
ging i hoc
(khng p
hai ging n
dng i vi 12m2.
khch sn
- Phng v sinh 3
ni)
m2.
Nh 1 sao
Nh 2 sao
- Bung mt ging
n 12 m2.
- Bung mt ging
i hoc hai ging
n 14m2.
- Phng v sinh 3 m2.
- Bung mt ging
n 14 m2.
- Bung mt ging
i hoc hai ging
n 18m2.
- Phng v sinh 4 m2.
1.8 Nh
- Mt nh hng n c - Mt nh hng n
- C din tch
Hng 4 sao
Hng 5 sao
- C khu vc ht - C phng v sinh
thuc ring.
cho ngi tn tt i
bng xe ln.
- C khu vc ht
thuc ring.
Nh 3 sao, thm:
Nh 4 sao
- C sn vn, cy
xanh (khng p dng
i vi khch sn
ni).
- Bung mt ging
n 16 m2
- Bung mt ging
i hoc hai ging
n 20m2.
- Phng v sinh 5 m2.
- Bung c bit 36
m2 (khng bao gm
phng v sinh v ban
cng).
- Mt nh hng u.
- Bung mt ging
n 18 m2.
- Bung mt ging
i hoc hai ging
n 26 m2.
- Phng v sinh
6m2.
- Bung c bit
50m2 (khng bao
gm phng v sinh
v ban cng).
- Mt nh hng u.
3
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Tiu ch
hng, bar
11
Hng 3 sao
u, chung.
- Mt quy bar.
- S gh bng 80%
s ging.
- Phng v sinh nam
v n ring.
Hng 4 sao
- Mt nh hng .
- Hai quy bar.
- S gh bng 100%
s ging.
- Phng v sinh nam
v n ring.
Hng 5 sao
- Mt nh hng .
- Mt nh hng c
sn v bp.
- Ba quy bar.
- S gh bng 100%
s ging.
- Phng v sinh nam
v n ring.
- C khu vc ht
thuc.
i vi khch sn
ni:
i vi khch sn
ni:
i vi khch sn
ni:
- Nh 1 sao
- Nh 2 sao
- Nh 3 sao
- C bp (u,
chung) gn nh hng.
- Din tch tng
xng vi phng n.
- Thng gi tt.
- Ngn chn c
ng vt, cn trng
gy hi.
Tng
phng,
Nh 2 sao, thm:
- Khu vc s ch v
ch bin nhit, ngui
c tch ring.
- C phng m, m
bo cch m, cch
nhit, cch mi gia
bp v phng n.
- C li chuyn rc
Nh 3 sao, thm:
Nh 4 sao, thm:
- Bp u.
- Bp n c sn.
- Bp .
- Bp bnh.
- Bp ngui.
- Bp cho nhn vin.
- Khu vc son chia
thc n.
i vi khch sn
ni:
- Nh 4 sao
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Hng 2 sao
quy bar.
- S gh bng 60%
s ging.
- C phng v sinh.
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12
1.9 Khu vc
bp
Hng 1 sao
phc v n sng.
- S gh bng 50%
s ging.
- C phng v
sinh.
TCVN 4391: 2009

Tiu ch
1.10 Kho
1.11 Phng
hi ngh,
hi tho,
phng hp
(p dng i
vi khch
sn thnh
ph v
khuyn
khch i
vi cc loi
khch sn
khc)
Hng 1 sao
Hng 2 sao
khng thm nc, p
gch men cao 2 m.
- Trn bp phng,
nhn, khng lm trn
gi.
- Sn phng, lt vt
liu chng trn, d c
ra.
Hng 3 sao
tch bit, m bo v
sinh.
- Li thot him v
thng gi tt.
- C phng v sinh
cho nhn vin bp.
Hng 4 sao
- C kho bo qun
nguyn vt liu, thc
phm, thit b d
phng.
- Mt phng hi tho
- Phng v sinh nam
v n ring.
Nh 3 sao, thm:
- C cc kho lnh
(theo
loi
thc
phm).
- Khu vc dnh cho
hi ngh, hi tho
din tch 200 m2
- Snh ch, ng k
khch v gii kht
gia gi
- Mt phng hi ngh
200 gh c phng
phin dch (cabin)
- Mt phng hi tho
- Mt phng hp
- Cch m tt
- Phng v sinh nam
Hng 5 sao
Nh 4 sao
- Khu vc dnh cho

hi ngh, hi tho
din tch 200 m2.
- Snh ch, ng k
khch v gii kht
gia gi.
- Mt phng hi
ngh 300 gh c
phng phin dch
(cabin).
- Hai phng hi
tho.
- Hai phng hp.
5
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Tiu ch
1.12
Khu
vc dnh
cho cn b,
nhn vin
Hng 1 sao
Hng 2 sao
Hng 4 sao
v n ring.
Hng 5 sao
- Cch m tt.
- Phng v sinh nam
v n ring.
Nh 4 sao, thm:
- Phng th gin.
Nh 4 sao, thm:
- Hin i, sang
trng.
- Trang tr ngh
thut.
Nh 4 sao, thm:
- Quy l tn c
t chc thnh cc
quy phn theo
chc nng, gm:
+ Quy t bung;
+ Quy n tip;
+ Quy thanh ton;
13
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Nh 2 sao, thm:
Nh 3 sao, thm:
- Phng thay qun - Phng hp ni b.
o.
- Phng tm.
- Phng v sinh nam - Phng n.
v n ring.
2 Trang thit b, tin nghi (theo mc 4.2 Yu cu chung), thm cc yu cu c th sau:
2.1 Cht
- Cht lng tt.
Nh 1 sao
Nh 2 sao, thm:
Nh 3 sao, thm:
lng trang - Bi tr hp l.
- ng b.
- Cht lng cao.
thit b, bi - Mu sc hi ha.
- Trang tr ni tht
tr, trang
- Hot ng tt.
p (khuyn khch
tr
tnh dn tc trong
trang tr).
2.1 Trang thit b ni tht
2.1.1 Snh Mc A.1 n A.2 Nh 1 sao
Nh 2 sao, thm:
Nh 3 sao, thm:
n tip v Ph lc A
- in thoi cng - Thit b phc v
phng
v
cng.
thanh ton th tn
sinh snh
- Internet.
dng.
- Bn gh cho khch. - Quy bar snh.
- Bng nim yt t - Quy thng tin,
gi ngoi t.
quan h khch hng.
- Xe y cho ngi - Quy h tr n
6
- Phng lm vic ca
ngi qun l v cc
b phn chc nng.
- Phng trc bung.
Hng 3 sao
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Tiu ch
Hng 1 sao
Nh 1 sao
Hng 3 sao
khuyt tt.
- Phng v sinh c
giy hoc khn lau
tay.
Hng 4 sao
Hng 5 sao
tip.
+ Tng i in
(trc ca, chuyn thoi.
hnh l, vn th, xe
a n khch).
Nh 2 sao, thm:
- Ging n 1,2m x
2m
- Ging i 1,6m x
2m
- m dy 20 cm.
- n u ging
chnh c sng.
- Lp chn sng cho
rm ca s.
- Bn lm vic,
gng soi v n
bn.
- Giy hoc hp mt
lau giy.
- Bn chi qun o.
- Tranh nh ngh
thut treo tng.
- m un nc siu
tc
Nh 3 sao, thm:
- Bng iu khin
thit b in t t
u ging.
ng
truyn
internet tc cao.
- My fax cho bung
c bit.
- Tivi cho phng
khch.
- Gng soi c ngi
- Bn a bn s
ti, danh mc mn n
phc v ti bung
ng t trong cp ti
liu.
- Kt an ton cho
80% s bung.
- Tch ung tr, c
ph.
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14
2.1.2 Bung Theo A.3 n A.4

ng v
Ph lc A
phng v
sinh trong
bung ng
Hng 2 sao
Nh 4 sao, thm:
- kha t dng
th.
Bung nguyn th,
thm:
+ Ging 2,2 m x
2,2m
+ Internet khng
dy.
TCVN 4391: 2009

Tiu ch
2.1.3 Phng
hp, hi
tho, hi
8
Hng 1 sao
Hng 2 sao
Hng 3 sao
- Kt an ton cho
30% s bung.
- Thit b bo chy.
- Ti kim ch.
- My sy tc.
- cm in cho
thit b co ru.
- Phng v sinh:
+ Tng p gch
men ton b;
+ n trn;
+ B t chu ra
mt;
+ Khn chi chn;
+ M chp tc;
+ Sa tm;
+ Bng tm;
+ Khch sn ngh
dng:
50%
s
bung c bn tm
nm c rm che.
Hng 4 sao
- Dng c m bia,
ru
- Hp giy n.
- B n tri cy.
Hng 5 sao
- Phng v sinh:
+ Cn sc khe
- Phng v sinh:
+ Phng tm ng
+ Khn lau tay;
cho 30% s bung
+ Kem dng da;
v bn tm nm
+ Vi nc i ng 100% s bung
cnh bn cu;
+ Nc hoa
+ n trn bn tm; + Dy phi qun o
+ o chong sau
tm;
+ Phng tm ng
Bung nguyn
hoc bn tm nm c th, thm:
rm che;
+ Bn tm to sng
+ Khuyn khch c - Phng v sinh:
in thoi trong + Gng cu;
phng v sinh ni vi + in thoi ni
bung ng.
vi bung ng.
- Bn gh, micro, n - Bn gh, micro, n - Bn gh, micro,
in cc loi, my in, my chiu, mn n in cc loi,
chiu, mn chiu.
hnh.
my chiu, mn
TCVN 4391: 2009

Tiu ch
ngh
(p dng i
vi khch
sn thnh
ph)
Hng 1 sao
Hng 2 sao
15
Theo A.5 Ph lc Nh 1 sao, thm:

Nh 2 sao, thm:
A
- Trang thit b, dng - Mt bn son chia,
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16
2.1.4 Nh
hng, bar,
Hng 5 sao
hnh.
- Trang thit b vn
phng phc v hi
tho.
- Trang thit b phc
v hi ngh.
- Trang thit b phc
v dch thut t nht
bn ngn ng.
- S , bin ch
dn v n bo
thot him.
- iu ha khng
kh.
- H thng thng
gi tt
- H thng chiu
sng c tnh thm
m v iu chnh
c sng.
- Khuyn khch c
h thng thit b
hp trc tuyn.
Nh 3 sao, thm:
Nh 4 sao, thm:
- Trang thit b phc - Trang thit b ch
TCVN 4391 : 2009
Hng 3 sao
Hng 4 sao
- Trang thit b vn - Trang thit b vn
phng phc v hi phng phc v hi
tho.
tho.
- Trang thit b phc
v hi ngh.
- S , bin ch dn
v n bo thot
him.
- iu ha khng
kh.
- H thng thng gi
tt.
TCVN 4391: 2009

Tiu ch
bp
Hng 1 sao
Hng 2 sao
c ch bin mn n,
ung.
- Cc loi t lnh bo
qun thc phm.
Hng 3 sao
s ch, ch bin mn
n lm bng vt liu
khng thm nc.
- Chu ra cho s
ch, ch bin ring.
- C chn lc rc, m
- H thng ht mi
hot ng tt.
- iu ho khng kh
cho nh hng, bar.
2.1.5 Git l
- Bn l, cu l
2.1.6 Thm
- Tri thm bung

ng (p dng i vi
khch sn thnh ph
v khng p dng i
vi sn g)
10
Hng 4 sao
v tic cao cp.
- Trang thit b phc
v n t chn.
- Trang thit b phc
v n ti bung ng.
- Trang thit b phc
v n ung ca nhn
vin.
- Trang thit b, dng
c ch bin bnh v
ngui.
Nh 3 sao, thm
- My git, sy
Nh 3 sao, thm:
-Tri thm hnh lang,
cu thang, phng
hp, hi tho, hi
ngh, nh hng (p
dng i vi khch
sn thnh ph).
- Khuyn khch p
dng i vi cc
khch sn khc.
Hng 5 sao
bin, phc v mn
n v cc loi ru
ca nh hng c
sn.
Nh 4 sao, thm
- H thng thit b
git l hin i.
Nh 4 sao
TCVN 4391: 2009

Tiu ch
2.1.7 Thng
gi, iu
ho khng
kh cc
khu vc
(khng p
dng i vi
ni c kh
hu n i)
Hng 1 sao
Hng 2 sao
- m bo thng
Nh 1 sao
thong.
- Khuyn khch
thng gi t nhin.
2.1.8 H
thng lc
nc
2.1.9 Thang T bn tng tr
my
ln c thang my
(k c tng trt).
3 Dch v v mc phc v
3.1 Cht
- ng quy trnh
lng phc k thut nghip
v
v.
Hng 3 sao
Nh 2 sao, thm:
- iu ha khng
kh.
Hng 4 sao
Hng 5 sao
Nh 3 sao, thm:
Nh 4 sao, thm:
- iu ha khng kh - iu ha khng
hai chiu.
kh trung tm hai
chiu.
- m bo nc c
th ung trc tip t
vi nc.
Nh 4 sao
Nh 1 sao
-T ba tng tr ln Nh 3 sao, thm:

c thang my (k c - Thang my cho
tng trt).
hng ha.
Thang my cho nhn
vin v thang my
phc v ngi tn
tt.
Nh 1 sao
Nh 2 sao, thm:
Nh 3 sao, thm:
Nh 4 sao, thm:
- Tay ngh k thut - C s phi hp cht - Cht lng phc
cao
ch gia cc b phn v hon ho.
11
TCVN 4391: 2009

Tiu ch
Hng 1 sao
- Thi thn
thin.
Hng 2 sao
Hng 3 sao
12
Nh 4 sao, thm:
- Mt loi tp ch
- Tng c bit,
thm:
+ Phng n;
+ Quy bar;
+ Dch v vn
phng;
+ Dch v l tn
ring (nhn v tr
bung nhanh);
+ Phng hp v tin
nghi cao cp phc
v hp;
+ Cung cp thng
tin, bo, tp ch
min ph.
Nh 4 sao, thm:
- Phc v n ung
TCVN 4391 : 2009
18
3.2
Phc - C nhn vin Nh 1 sao
v bung
trc bung 24/24 h
- V sinh bung
ng mt ngy mt
ln.
- Thay ga bc
chn, m v v
gi ba ngy mt
ln hoc khi c
khch mi.
- Thay khn mt,
khn tm mt
ngy mt ln.
- C bng hng
dn khch bo v
mi trng (t
trong phng ng
v phng v sinh).
3.3 Phc v - Phc v n sng. Nh 1 sao, thm:
Nh 2 sao, thm:
Nh 3 sao, thm:
n ung
- Phc v n mt - Phc v n ung t - Phc v n ung t
Hng 5 sao
- Nhanh nhn, nhit
tnh, chu o.
TCVN 4391 : 2009
17
Hng 4 sao
trong phc v khch.
- m bo tnh
chuyn
nghip trong phc
v.
Nh 2 sao, thm:
Nh 3 sao, thm:
- Thay ga bc chn, - V sinh bung ng
m v v gi mt mt ngy hai ln.
ngy mt ln.
- Thay khn mt,
khn tm mt ngy
hai ln.
- t hoa qu ti
khi c khch.
- t tr, c ph,
ng, sa ti nh
min ph.
TCVN 4391: 2009

Tiu ch
Hng 1 sao
3.4 Dch v
khc (nu
khu
ring
cn
c
phng
v
sinh,
quy
nh ti A.2
Ph lc A)
- L tn, bo v
trc 24/24 h.
- Nhn gi tin v
vt qu ti
quy l tn.
- Bng thng bo
cc phng thc
thanh ton.
- in thoi.
- nh thc khch.
- Chuyn hnh l
cho khch.
- Cu h (p dng
i vi khch sn
c bi tm ring
hoc th thao di
nc).
Hng 2 sao
Hng 3 sao
ngy ba ba, cc 6 h n 22h (khch
mn n, ung n sn ngh dng: t 6
gin, d ch bin.
h n 24 h).
- Phc v mn n,
ung cht lng tt.
Hng 4 sao
6 h n 24h.
- Phc v mn n,
ung cht lng cao.
- Phc v n sng t
chn.
- Phc v n ung ti
bung ng.
Nh 1 sao, thm:
- Gi qu v hnh
l cho khch.
- Bn hng lu nim,
tp ho.
- Khuyn khch c
dch v thng tin,
nhn t tour du lch,
dch v vn chuyn.
Nh 3 sao, thm:
- Ca hng mua sm,
lu nim.
- Dch v dch thut
(dch cabin) Phng
tp th hnh.
- Chm sc sc khe.
- B bi (c nhn
vin trc cu h)
khuyn khch i vi
khch sn ni).
- Git kh, l hi ly
ngay.
- Cu lc b gii tr,
th thao.
- Nhn t tour, cc
chng trnh hot
Nh 2 sao, thm:
- Gi bo, tp ch
ti snh n tip.
- C dch v vn
phng.
- Internet.
- Thng tin.
- Bu chnh.
- Thu i ngoi t.
- Dch v t ch,
mua v phng tin
vn chuyn, tham
quan.
- Phc v hp, hi
tho, hi ngh.
- Cu lc b gii tr
(p dng i vi
Hng 5 sao
24/24 h.
- C u bp
chuyn nghip, ch
bin cc mn n c
sn.
- Phc v cc loi
ru, mn n v
ung cao cp.
Nh 4 sao, thm:
- Chm sc sc p.
- Ct tc thm m .
- Phng xng hi.
- Phng xoa bp.
- B bi (c bin ch
dn su, c nhn
vin trc cu h, c
khn tm, gh nm).
- B bi cho tr em
c nhn vin trc
cu h.
- Trng gi tr.
- Bar m.
- Sn tennis (khng
p dng i vi
khch sn thnh
13
TCVN 4391: 2009

Tiu ch
Hng 1 sao
Hng 2 sao
14
Hng 5 sao
ph, khch sn ni).
- Dch v phc v
ngi khuyt tt.
- Tivi bt c
nhiu knh quc t
v c knh ca
khch sn.
Ngi qun l:
- Tt nghip cao
ng du lch, nu tt
nghip cao ng
ngnh khc phi qua
lp bi dng qun
l lu tr du lch, an
ninh, an ton, phng
chng chy n, bo
v mi trng v v
sinh an ton thc
phm.
- Hai nm kinh
nghim trong ngh.
- Giao tip tt mt
ngoi ng.
Ngi qun l:
- Tt nghip i hc
du lch, nu tt
nghip i hc
ngnh khc phi qua
lp bi dng qun
l lu tr du lch, an
ninh, an ton, phng
chng chy n, bo
v mi trng v v
sinh an ton thc
phm.
- Nm nm kinh
nghim trong ngh.
-Thng tho mt
ngoi ng v giao
tip tt mt ngoi
Ngi qun l:
- Tt nghip i hc
du lch, nu tt
nghip i hc ngnh
khc phi qua lp bi
dng qun l lu tr
du lch, an ninh, an
ton, phng chng
chy n, bo v mi
trng v v sinh an
ton thc phm.
- Bn nm kinh
nghim trong ngh.
- Thng tho mt
ngoi ng.
TCVN 4391 : 2009
4 Ngi qun l v nhn vin phc v

4.1 Trnh
Ngi qun l:
Nh 1 sao
chuyn
- Chng ch trung
mn nghip cp du lch hoc
v, ngoi
chng ch ca
ng
VTCB (2) v phi
qua lp bi dng
qun l lu tr du
lch, an ninh, an
ton, phng chng
chy n, bo v
mi trng v v
sinh an ton thc
phm.
- Mt nm kinh
nghim
trong
ngh.
Hng 3 sao
Hng 4 sao
khch
sn
ngh ng gii tr du lch.
dng).
- Bar m (p dng
- Git l.
i vi khch sn
ngh dng).
- Phng y t c bc s
trc.
TCVN 4391: 2009

Tiu ch
19
20
Hng 1 sao
Hng 2 sao
Hng 3 sao
Trng cc b
phn:
- Chng ch s cp
ngh
(l
tn,
bung, bn) hoc
chng ch ca
VTCB (2); trng
hp c chng ch
s cp ngh khc
phi qua lp bi
dng nghip v.
Trng cc b phn:
Nh 1 sao, thm:
- Chng ch s cp
ngh bar, bp hoc
chng
ch
ca
(2)
VTCB .
Trng cc b phn:
- Chng ch trung
cp ngh (l tn,
bung, bn, bar, bp)
hoc chng ch ca
VTCB (2).
- Hai nm kinh
nghim trong ngh.
Nhn vin phc Nhn vin phc v: Nhn vin phc v:
Hng 5 sao
ng khc.
Trng cc b phn: Trng cc b
- Chng ch cao ng phn:
ngh hoc chng ch - Chng ch cao
ca VTCB (2).
ng ngh hoc
- Ba nm kinh chng
ch
ca
(2)
nghim trong ngh.
VTCB .
- Bn nm kinh
nghim trong ngh.
- Thng tho mt
ngoi ng (trng l
tn v trng cc b
phn trc tip giao
dch vi khch thng
tho mt ngoi ng
v giao tip tt mt
ngoi ng khc).
- S dng tt vi tnh
vn phng.
Nhn vin phc v:
TCVN 4391 : 2009
- Mt nm kinh
nghim
trong
ngh.
- Trng l tn
giao tip tt mt
ngoi ng v s
dng c vi tnh
vn phng.
- Giao tip tt mt
ngoi ng trong
phm vi ngh (trng
l tn thng tho mt
ngoi ng).
- S dng tt vi tnh
vn phng.
Hng 4 sao
- Thng tho mt
ngoi ng v giao
tip tt mt ngoi
ng khc (trng l
tn v trng cc b
phn trc tip giao
dch vi khch
thng tho hai ngoi
ng).
- S dng tt vi tnh
vn phng.
Nhn vin phc v:
15
TCVN 4391: 2009

Tiu ch
Hng 1 sao
v:
- Qua lp tp hun
nghip v (tr
trng hp c vn
bng, chng ch do
c s o to c
thm quyn cp).
- Nhn vin l tn:

giao tip tt mt
ngoi ng v s
dng c vi tnh
vn phng
4.2 Trang
phc
16
Theo 4.4
Hng 2 sao
Hng 3 sao
Hng 4 sao
Nh 1 sao, thm:
- 50% c chng ch - 70% c chng ch
- 20% c chng ch ngh hoc chng ch ngh hoc chng ch
ngh hoc chng ch ca VTCB (2);
ca VTCB (2);
ca VTCB (2).
- 50% qua lp tp - 30% qua lp tp
- 80% qua lp tp hun nghip v.
hun nghip v.
hun nghip v.
- S dng c vi
tnh vn phng.
- Nhn vin trc tip - Nhn vin trc tip
phc v khch: giao phc
v
khch:
tip tt mt ngoi thng tho mt ngoi
ng trong phm vi ng
ngh.
- Nhn vin l tn: - Nhn vin l tn:
thng tho mt ngoi thng tho mt ngoi
ng v s dng tt vi ng v giao tip tt
tnh vn phng
mt ngoi ng khc;
s dng tt vi tnh
vn phng.
Hng 5 sao
- 70% c chng ch
ngh hoc chng
ch ca VTCB (2);
- 30% qua lp tp
hun nghip v.
- S dng c vi
tnh vn phng.
- Nhn vin trc
tip phc v khch:
thng tho mt
ngoi ng.
Nh 1 sao
Nh 4 sao, thm:
- Trang phc lm
vic c khch sn
git l
Nh 2 sao, thm:
- Kiu dng ph hp
vi chc danh v v
tr cng vc
- Mu sc hi ho,
Nh 3 sao, thm:
- Cht liu tt, kiu
dng p, ph hp
vi mi trng v to
phong cch ring ca
- Nhn vin l tn:

thng tho mt
ngoi ng v giao
tip tt mt ngoi
ng khc; s dng
tt vi tnh vn
phng.
TCVN 4391: 2009

Tiu ch
Hng 3 sao
Hng 4 sao
thun tin
khch sn
5 Bo v mi trng, an ninh, an ton, phng chng chy n v v sinh an ton thc phm
5.1 Bo v
mi trng
Hng 1 sao
Theo 4.5
Hng 2 sao
Nh 1 sao
Nh 2 sao, thm:
- C k hoch bo v
mi trng
- B tr cn b kim
nhim qun l mi
trng
- Thc hin cc bin
php phn loi v
qun l cht thi
Nh 2 sao
Nh 3 sao, thm:
- C cn b chuyn
trch qun l mi
trng (p dng i
vi khch sn ngh
dng)
Hng 5 sao
Nh 4 sao, thm:
- C cn b chuyn
trch qun l mi
trng
- Thc hin kim
ton xanh (3)
TCVN 4391 : 2009
21
5.2 An
Theo 4.5
Nh 1 sao
Nh 3 sao, thm:
Nh 4 sao
ninh, an
- H thng camera
ton, phng
chng chy
n
v v sinh
an ton
thc phm
CH THCH:
(1) Khng p dng quy nh quy m i vi khch sn l cng trnh kin trc c bit nh lu i, cung in hoc nm ni
c gi tr vn ha, lch s cn c bo v, khi ng k hng t 3 sao n 5 sao.
(2) VTCB: Vit tt ting Anh (Vietnam Tourism Certification Board) Hi ng cp chng ch ngnh du lch Vit Nam.
(3) Kim ton xanh: Kim ton v hiu qu ca cc hot ng qun l, bo v mi trng ca khch sn.
17
TCVN 4391: 2009

Tiu ch
18
Hng 1 sao
Hng 2 sao
Hng 3 sao
Hng 4 sao
Hng 5 sao
TCVN 4391: 2009
6 Phng php nh gi (xem Ph lc B)

6.1 Nguyn tc nh gi
- Cc tiu ch nh gi xp hng i vi khch sn du lch c chm im nh
sau:
+ Chm im 0 i vi tiu ch khng c hoc khng t yu cu ca loi,
hng tng ng;
+ Chm im 1 i vi tiu ch t yu cu ca loi, hng tng ng.
6.2 Tng im ti thiu i vi tng loi, hng khch sn
6.2.1 Khch sn thnh ph
- Hng 1 sao: 95% cc tiu ch trong tng s cc tiu ch yu cu i vi khch
sn thnh ph hng 1 sao t im 1, tc l t 118 im.
6.2.2 Khch sn ngh dng
sn ngh dng hng 1 sao t im 1, tc l t 119 im.
6.2.4 Khch sn bn ng
- Hng 1 sao: 95% cc tiu ch trong tng s cc tiu ch yu cu i
sn bn ng hng 1 sao t im 1, tc l t 118 im.
6.2.3 Khch sn ni
vi khch
vi khch
vi khch
vi khch
vi khch
TCVN 4391: 2009

sn ni hng 1 sao t im 1, tc l t 110 im.
Ph lc A
(qui nh)
Tiu chun trang thit b, tin nghi ti thiu
i vi khch sn hng 1 sao
A.1 Snh n tip
- Quy l tn;
- in thoi, fax;
- My vi tnh, s sch, s bung;
- Bn gh tip khch;
- Kt an ton;
- Bng nim yt gi dch v;
- Ca ra vo b tr thun tin.
A.2 Phng v sinh snh v cc khu vc cng cng
- Bn cu, giy v sinh;
- Chu ra mt, gng soi, vi nc, x phng;
- Mc treo ti
- Thng rc c np;
- Thit b thng gi.
A.3 Bung ng
2
TCVN 4391: 2009
- Ging n 0,9 m x 2 m; ging i 1,5 m x 2 m;

- T u ging, t ng qun o c 5 mc treo qun o cho mt khch;
- Bn gh ung nc, gi hnh l;
- Chn v m ging ng (10 cm) c ga bc, gi c v bc, rm ca s hai lp
(lp mng v lp dy chn sng);
- T lnh 50 l, tivi v iu ha khng kh (tr nhng ni c kh hu n i);
- in thoi, n trn, n u ging;
- Cc thy tinh, bnh nc lc, gt tn;
- Mt nhn gn trn ca, chung gi ca, cht an ton, dp i trong phng, st
hoc ti ng git l, st ng rc; cp ng ti liu hng dn cho khch
gm: ni quy, hng dn s dng in thoi v tivi, dch v v gi dch v, thi
gian n tip khch, phc v n ung v cc dch v, chnh sch khuyn mi,
phong b, giy, bt vit v tranh nh qung co.
A.4 Phng v sinh trong bung ng
- Tng p gch men cao 1,5 m; sn lt bng vt liu chng trn;
- cm in an ton;
- Chu ra mt v gng soi, vi nc, nc nng, vi tm hoa sen;
- Mc treo qun o, gi khn cc loi;
- Bn cu, giy v sinh, thng rc c np;
- Thit b thng gi;
- n trn gng soi;
- Vt dng cho mt khch: cc thy tinh, x phng, du gi u, khn mt, khn
tm, kem nh rng, bn chi nh rng.
A.5 Nh hng, bar
- Bn gh, dng c v t ng dng c phc v n ung;
- T lnh v trang thit b, dng c ch bin mn n, ung (trong khu vc
phc v n sng)
- Chu ra dng c n ung
- H thng thot nc chm;
- Dng c v cht ty ra v sinh;
- Thng rc c np;
- nh sng hoc chiu sng tt;
- Thng gi tt.
A.6 Trang thit b khc
- n lu in;
- My pht in;
- T thuc v mt s loi thuc s cu cn hn s dng.
TCVN 4391: 2009
Ph lc B
(quy nh)
Phng php nh gi xp hng khch sn
Tn khch sn
:
a ch
:
in thoi
:
Website
:
Ngy
thng
Ngi chm im :
Fax:
nm
Tiu ch
1 V tr, kin trc

1.1 V tr
- Thun li.
- Rt thun li.
- Mi trng, cnh quan m
bo v sinh an ton.
- Mi trng, cnh quan sch
p.
1.2 Thit k kin trc
- Thit k kin trc ph hp
vi yu cu kinh doanh, cc
khu vc dch v c b tr
hp l, thun tin.
- Thit k kin trc p.
- Kin trc c bit, kiu dng
p, ton cnh thng nht.
- Cng trnh xy dng cht
lng tt, an ton.
- Ni tht, ngoi tht thit k,
bi tr, trang tr hp l.
- Ni tht, ngoi tht thit k,
bi tr, trang tr p, sang trng,
vt liu xy dng cht lng
tt.
- Ca ring cho khch v nhn
vin
- C ng cho xe ln, xe y
ca ngi khuyt tt.
4
E mail:
Yu cu
Yu cu
i vi loi i vi
khch sn
hng
sao
R, C, M, F
R, C, M, F
R, C, M, F
1, 2
3, 4, 5
1, 2
R, C, M, F
3, 4, 5
R, C, M, F
1, 2, 3,
4, 5
R, C, M, F
R, C, M, F
3, 4
5
R, C, M, F
R, C, M, F
1, 2, 3,
4, 5
1, 2
R, C, M, F
3, 4, 5
R, C, M, F
3, 4, 5
R, C, M, F
1, 2, 3,
4, 5
nh gi, chm
im
im 0
im 1
TCVN 4391: 2009
Tiu ch
- C bung ng dnh cho
ngi khuyt tt i xe ln, xe
y.
- C Tng c bit.
Yu cu
Yu cu
i vi loi i vi
khch sn
hng
R, C, M, F 4, 5sao
C
1.3 Quy m
- 10 bung
- 20 bung
- 30 bung
- 50 bung
R, C, M, F
R, C, M, F
F, M
R, C
F, M
- 80 bung
R, C
F, M
- 100 bung
R, C
1.4 Ni xe v giao thng ni b
- C ni xe cho khch trong C
hoc gn khu vc khch sn.
- Ni xe trong khu vc
C
khch sn p ng 20% tng s
bung ng.
C
khch sn p ng 30% tng s
bung ng.
R, M
khch sn p ng 100% tng
s bung ng.
- Ni xe, li i b v giao
R, C, M
thng ni b thun tin, an
ton, thng gi tt.
1.5 Khu vc snh n tip
- Din tch 10 m2, c phng v R, C, M
sinh snh.
F
2
- Din tch 20 m , c phng v R, C, M
sinh snh.
F
2
sinh cho nam v n ring.
F
2
sinh cho nam v n ring.
- Din tch 100 m2, c phng
R, C, M
v sinh cho nam v n ring.
1
2
3
3
4
4
5
5
- C khu vc ht thuc ring.
4, 5
R, C, M, F
nh gi, chm
im
im 0
im 1
1, 2
3
4, 5
1, 2, 3,
4, 5
2, 3, 4, 5
1
3
2
4
3
5
4
5
TCVN 4391: 2009
Tiu ch
- Phng v sinh cho ngi tn
tt i bng xe ln.
1.6 Khng gian xanh
- Cy xanh t nhng ni
cng cng.
- Sn, vn, cy xanh.
Yu cu
Yu cu
i vi loi i vi
khch sn
hng
R, C, M, F 5 sao
1, 2, 3,
4, 5
R
1, 2, 3,
M
4, 5
4, 5
1.7 Din tch bung ng, phng v sinh (khng p dng i vi khch sn
ni)
- Din tch ti thiu 9 m2 cho R, C, M
1
2
bung mt ging n, 12 m
cho bung hai ging n hoc
mt ging i, 3 m2 cho
phng v sinh.
- Din tch ti thiu 12 m 2 cho R, C, M
2
2
mt ging n, 14 m cho 2
ging n hoc mt ging
i, 3 m2 cho phng v sinh.
3
2
ging n hoc mt ging
- Din tch ti thiu 16 m 2 cho R, C, M
4
2
ging n hoc mt ging
- Bung c bit 36 m2 khng
bao gm phng v sinh v ban
cng.
5
2
ging n hoc mt ging
- Bung c bit 50 m2 khng
bao gm phng v sinh v ban
cng.
1.8 Nh hng, quy bar (c phng v sinh ring nu nh hng tch ri snh
n tip)
- C din tch phc v n sng. R, C, M
1
F
1, 2
6
R, C, M, F
nh gi, chm
im
im 0
im 1
TCVN 4391: 2009
Tiu ch
Yu cu
i vi loi
khch sn
- Mt nh hng n, quy bar.
R, C, M
F
- Mt nh hng n (u, R, C, M
chung), mt bar, c phng v F
sinh ring cho nam v n.
- Hai nh hng n (u, R, C, M
ring), hai quy bar, c phng F
v sinh ring cho nam v n.
- Ba nh hng n ( u, v R, C, M
c sn), ba quy bar, c phng
v sinh ring cho nam v n.
- S gh bng 50% s ging. R, C, M
F
F
F
F
- C khu vc khng ht thuc. R, C, M
1.9 Khu vc bp
- Gn nh hng n, thng gi
R, C, M, F
tt, ngn chn c ng vt
gy hi.
- Din tch tng xng vi
R, C, M, F
phng n.
- Tng phng khng thm
R, C, M, F
nc, p gch men s cao ti
thiu 2 m.
- Trn bp phng, nhn khng R, C, M, F
lm trn gi.
- Sn phng, lt vt liu chng R, C, M, F
trn, d c ra.
- Khu vc s ch v ch bin
R, C, M, F
nhit, ngui c tch ring.
- C phng m, m bo cch R, C, M, F
m, cch nhit, cch mi gia
bp v phng n.
- Li chuyn rc tch bit, m R, C, M, F
bo v sinh.
- Li thot him, thng gi tt. R, C, M, F
Yu cu
i vi
hng
2 sao
3
3
4
nh gi, chm
im
im 0
im 1
4
5
5
1
1, 2
2
3
3
4
4, 5
5
5
2, 3, 4, 5
2, 3, 4, 5
2, 3, 4, 5
2, 3, 4, 5
2, 3, 4, 5
3, 4, 5
3, 4, 5
3, 4, 5
3, 4, 5
7
TCVN 4391: 2009
Tiu ch
Yu cu
Yu cu
i vi loi i vi
khch sn
hng
sao
R, C, M, F 3, 4,
5
- Phng v sinh cho nhn vin

bp.
- Bp u, chung lin k vi
R, C, M
nh hng.
F
- Bp u, ring lin k vi
R, C, M
nh hng tng ng.
F
- Bp ch bin mn n c sn. R, C, M, F
- Bp bnh.
R, C, M, F
- Bp ngui.
R, C, M, F
- Bp cho nhn vin.
R, C, M, F
- Khu vc son chia thc n.
R, C, M, F
1.10 Kho
- C kho bo qun nguyn vt R, C, M, F
liu, thc phm v thit b d
phng.
- C cc kho lnh theo loi
R, C, M, F
thc phm.
1.11 Phng hi ngh, hi tho
- Khu vc dnh cho hi ngh,
C
2
hi tho, din tch 200 m .
- Snh ch, ng k khch v
C
gii kht gia gi.
- Mt phng hi ngh 200 gh
C
c phng phin dch (cabin).
- Mt Phng hi ngh 300 gh C
c phng phin dch (cabin).
- Mt phng hi tho.
C
- Hai phng hi tho.
C
- Mt phng hp.
C
- Hai phng hp.
C
- Cch m tt.
C
- Phng v sinh nam v n
C
ring.
1.12 Khu vc dnh cho nhn vin
- Phng lm vic ca ngi
R, C, M, F
qun l v cc b phn chc
nng.
- Phng trc bung.
R, C, M, F
- Phng thay qun o.
R, C, M, F
- Phng v sinh nam v n
R, C, M, F
ring.
8
2, 3
3, 4
4, 5
5
5
4, 5
4, 5
4, 5
4, 5
3, 4, 5
4, 5
4, 5
4, 5
4, 5
5
3, 4
5
4
5
4, 5
3, 4, 5
2, 3, 4, 5
2, 3, 4, 5
3, 4, 5
3, 4, 5
nh gi, chm
im
im 0
im 1
TCVN 4391: 2009
Tiu ch
Yu cu
i vi loi
khch sn
R, C, M, F
R, C, M, F
R, C, M, F
R, C, M, F
- Phng hp ni b.
- Phng tm.
- Phng n nhn vin.
- Phng th gin.
2 Trang thit b, tin nghi
2.1 Cht lng, bi tr, trang tr
- Cht lng tt, hot ng tt. R, C, M, F
- Cht lng cao, hot ng
R, C, M, F
tt.
- Cht lng cao, hin i, hot R, C, M, F
ng tt.
- Bi tr hp l, mu sc hi
R, C, M, F
ha.
- ng b.
R, C, M, F
- Trang tr ni tht p.
R, C, M, F
- Sang trng, bi tr ngh thut. R, C, M, F
2.2 Trang thit b ni tht
2.2.1 Snh n tip
- Quy l tn (c cc chc nng R, C, M, F
n tip, thng tin, t bung,
thu ngn, in thoi).
- in thoi.
R, C, M, F
- Fax.
R, C, M, F
- My vi tnh, s sch.
R, C, M, F
- S bung.
R, C, M, F
- Bn gh tip khch.
R, C, M, F
- Kt an ton.
R, C, M, F
- Nim yt gi dch v.
R, C, M, F
- Ca ra vo b tr thun tin.
R, C, M, F
- in thoi cng cng.

- Internet.
- Bng nim yt t gi ngoi t.
- Xe y cho ngi tn tt.
R, C, M, F
R, C, M, F
R, C, M, F
R, C, M, F
Yu cu
i vi
hng
4, 5sao
4, 5
4, 5
5
nh gi, chm
im
im 0
im 1
1, 2, 3
4
5
1, 2, 3,
4, 5
3, 4, 5
4, 5
5
1, 2, 3, 4
1, 2, 3,
4, 5
1, 2, 3,
4, 5
1, 2, 3,
4, 5
1, 2, 3,
4, 5
1, 2, 3,
4, 5
1, 2, 3,
4, 5
1, 2, 3,
4, 5
1, 2, 3,
4, 5
3, 4, 5
3, 4, 5
3, 4, 5
3, 4, 5
9
TCVN 4391: 2009
Tiu ch
- Quy bar snh.
- Thit b phc v thanh ton
th tn dng.
- Quy thng tin, quan h
khch hng.
- Quy h tr n tip (trc
ca, chuyn hnh l, vn th,
xe a n khch...).
- Quy n tip c b tr
ring.
- Quy thu ngn (thanh ton)
c b tr ring.
- Quy t bung c b tr
ring.
-Tng i in thoi c b
tr ring.
Phng v sinh snh n tip
- Bn cu.
Yu cu
Yu cu
i vi loi i vi
khch sn
hng
R, C, M, F 4, 5sao
R, C, M, F 4, 5
R, C, M, F
4, 5
R, C, M, F
4, 5
R, C, M, F
R, C, M, F
R, C, M, F
R, C, M, F
R, C, M, F
- Giy v sinh.
R, C, M, F
- Chu ra mt v gng soi.
R, C, M, F
- Vi nc.
R, C, M, F
- X phng.
R, C, M, F
- Thng rc c np.
R, C, M, F
- Thit b thng gi.
R, C, M, F
- Mc treo ti.
R, C, M, F
- Giy hoc khn lau tay.

2.2.2 Bung ng
- Ging ng n 0,9 m x 2 m
ging i 1,5 m x 2 m.
- Ging ng n 1,2 m x 2 m
ging i 1,6 m x 2 m.
Bung nguyn th:
- Ging ng n 1,2 m x 2
R, C, M, F
1, 2, 3,
4, 5
1, 2, 3,
4, 5
1, 2, 3,
4, 5
1, 2, 3,
4, 5
1, 2, 3,
4, 5
1, 2, 3,
4, 5
1, 2, 3,
4, 5
1, 2, 3,
4, 5
3, 4, 5
R, C, M
F
R, C, M,
F
R, C, M
1, 2
1, 2, 3
3, 4, 5
4, 5
5
10
nh gi, chm
im
im 0
im 1
TCVN 4391: 2009
Tiu ch
m,
ging i 2,2 m x 2,2 m
- T u ging.
Yu cu
Yu cu
i vi loi i vi
khch sn
hng
sao
R, C, M, F
1, 2, 3,
4, 5
4, 5
- Bng iu khin thit b in

t t u ging.
- T qun o c nm mc treo
qun o cho mt khch.
- Bn gh ung nc.
R, C, M, F
- Bn lm vic c gng soi v

n bn.
- Gng soi c ngi.
- Gi hnh l.
R, C, M
- m c v bc dy 10 cm.
- m c v bc dy 20 cm.
- Chn c ga bc.
R, C, M, F
R, C, M, F
R, C, M, F
- Gi c v bc.
R, C, M, F
- Rm ca s hai lp (lp
mng v lp dy).
- Rm ca s ba lp (thm lp
chn sng).
- T lnh 50 l.
R, C, M, F
4, 5
1, 2, 3,
4, 5
1, 2
3, 4, 5
1, 2, 3,
4, 5
1, 2, 3,
4, 5
1, 2
R, C, M, F
3, 4, 5
R, C, M, F
- iu ha khng kh.
R, C, M, F
- in thoi.
R, C, M, F
- Ti vi .
R, C, M, F
- n trn.
R, C, M, F
1, 2, 3,
4, 5
1, 2, 3,
4, 5
1, 2, 3,
4, 5
1, 2, 3,
4, 5
1, 2, 3,
4, 5
1, 2
R, C, M, F
R, C, M
R, C, M, F
R, C, M, F
- n u ging cho mi R, C, M, F
khch.
- n u ging cho mi R, C, M, F
khch chnh c sng.
- Cc ung nc.
R, C, M, F
nh gi, chm
im
im 0
im 1
1, 2, 3,
4, 5
1, 2, 3,
4, 5
3, 4, 5
3, 4, 5
1, 2, 3,
4, 5
11
TCVN 4391: 2009
Tiu ch
Yu cu
Yu cu
i vi loi i vi
khch sn
hng
sao
- Bnh nc lc.
R, C, M, F 1, 2,
3,
4, 5
- Gt tn.
R, C, M, F 1, 2, 3,
4, 5
- Mt nhn gn trn ca.
R, C, M, F 1, 2, 3,
4, 5
- Chung gi ca.
R, C, M, F 1, 2, 3,
4, 5
- Cht an ton.
R, C, M, F 1, 2, 3,
4, 5
- Dp i trong phng
R, C, M, F 1, 2, 3,
4, 5
- St hoc ti ng git l.
R, C, M, F 1, 2, 3,
4, 5
- St ng rc.
R, C, M, F 1, 2, 3,
4, 5
- Cp ng ti liu c ni
R, C, M, F 1, 2, 3,
dung nh tiu chun quy nh.
4, 5
- Giy hoc mt lau giy
R, C, M, F 3, 4, 5
- Bn chi qun o.
R, C, M, F 3, 4, 5
- Tranh nh ngh thut treo R, C, M, F 3, 4, 5
tng.
- m un nc siu tc.
R, C, M, F 3, 4, 5
- Kt an ton cho 30% s R, C, M, F 3
bung.
bung.
bung.
- Thit b bo chy.
R, C, M, F 3, 4, 5
- Ti kim ch.
R, C, M, F 3, 4, 5
- My sy tc.
R, C, M, F 3, 4, 5
- ng truyn internet tc R, C, M, F 4, 5
cao.
- Internet khng dy cho bung R, C, M, F 5
nguyn th.
- My fax cho bung c bit. R, C, M, F 4, 5
- Tivi (phng khch).
R, C, M, F 4, 5
- Bn a bn s ti, danh R, C, M
4, 5
mc mn n phc v ti bung
t trong cp ti liu.
12
nh gi, chm
im
im 0
im 1
TCVN 4391: 2009
Tiu ch
- Tch ung tr, c ph.
- Hp giy n.
- B n tri cy.
- Dng c m bia, ru.
- kha t dng th.
- Cn sc khe.
Phng v sinh trong bung ng
- Tng p gch men:
+ Cao 1,5 m;
+ Ton b.
- Sn lt bng vt liu chng
trn.
- cm in an ton.
Yu cu
i vi loi
khch sn
R, C, M, F
R, C, M, F
R, C, M, F
R, C, M, F
R, C, M, F
R, C, M, F
Yu cu
i vi
hng
4, 5sao
4, 5
4, 5
4, 5
5
5
R, C, M
R, C, M
R, C, M, F
1, 2
3, 4, 5
1, 2, 3,
4, 5
1, 2, 3,
4, 5
1, 2, 3,
4, 5
5
R, C, M, F
- Chu ra mt v gng soi.
R, C, M, F
- Gng cu (Bung nguyn

th).
- Vi nc.
R, C, M, F
- Nc nng.
R, C, M, F
- Vi tm hoa sen.
R, C, M, F
- Mc treo qun o.
R, C, M, F
- Gi khn cc loi.
R, C, M, F
- Bn cu.
R, C, M, F
- Vi nc di ng cnh bn
cu.
- Giy v sinh.
R, C, M, F
- Thng rc c np.
R, C, M, F
-Thit b thng gi.
R, C, M, F
- n trn gng soi.
R, C, M, F
R, C, M, F
R, C, M, F
nh gi, chm
im
im 0
im 1
1, 2, 3,
4, 5
1, 2, 3,
4, 5
1, 2, 3,
4, 5
1, 2, 3,
4, 5
1, 2, 3,
4, 5
1, 2, 3,
4, 5
4, 5
1, 2, 3,
4, 5
1, 2, 3,
4, 5
1, 2, 3,
4, 5
1, 2, 3,
4, 5
- Vt dng cho mt khch:

13
TCVN 4391: 2009
Tiu ch
Yu cu
Yu cu
i vi loi i vi
khch sn
hng
sao
+ Cc thy tinh;
R, C, M, F 1, 2,
3,
4, 5
+ X phng;
R, C, M, F 1, 2, 3,
4, 5
+ Du gi u;
R, C, M, F 1, 2
+ Du gi u v du x;
R, C, M, F 3, 4, 5
+ Khn mt;
R, C, M, F 1, 2, 3,
4, 5
+ Khn tm;
R, C, M, F 1, 2, 3,
4, 5
+ Khn lau tay;
R, C, M, F 4, 5
+ M chp tc;
R, C, M, F 3, 4, 5
+ Sa tm;
R, C, M, F 3, 4, 5
+ Bng tm;
R, C, M, F 3, 4, 5
+ Kem nh rng;
R, C, M, F 1, 2, 3,
4, 5
+ Bn chi nh rng;
R, C, M, F 1, 2, 3,
4, 5
+ Kem dng da;
R, C, M, F 4, 5
+ o chong sau tm;
R, C, M, F 4, 5
+ Nc thm;
R, C, M, F 5
- Khn chi chn.
R, C, M, F 3, 4, 5
- in cho thit b co ru.
R, C, M, F 3, 4, 5
- n trn.
R, C, M, F 3, 4, 5
- B t chu ra mt.
R, C, M, F 3, 4, 5
- Bn tm nm c rm che cho R
3, 4, 5
50% s bung.
- n trn bn tm.
R, C, M, F 4, 5
- Phng tm ng hoc bn R, C, M, F 4
tm nm c rm che.
- Bn tm to sng cho bung R, C, M, F 5
nguyn th.
- Phng tm ng cho 30% s R, C, M, F 5
bung v bn tm nm cho
100% s bung.
- Dy phi qun o.
R, C, M, F 5
2.2.3 Phng hp, hi tho, hi ngh
- Bn gh, micro, n in cc C
3, 4, 5
loi, my chiu, mn chiu.
- Trang thit b vn phng phc C
3, 4, 5
v hi tho.
14
nh gi, chm
im
im 0
im 1
TCVN 4391: 2009
Tiu ch
Yu cu
Yu cu
i vi loi i vi
khch sn
hng
- Trang thit b phc v hi C
4, 5sao
ngh
- Phng hi ngh 200 gh c C
4, 5
phng phin dch.
- Phng hi ngh 300 gh, thit C
5
b dch thut.
- Trang thit b phc v dch C
5
thut t nht bn ngn ng.
- iu ha khng kh.
C
4, 5
- H thng thng gi tt.
C
4, 5
- S , bin ch dn v n C
4, 5
bo thot him.
- H thng chiu sng c tnh C
5
thm m v iu chnh c
sng.
- Khuyn khch c h thng C
5
thit b hp trc tuyn.
2.2.4 Nh hng, bar, bp
- Bn gh.
R, C, M, F 1, 2, 3,
4, 5
- Dng c v t ng dng c R, C, M, F 1, 2, 3,
phc v n ung.
4, 5
- C t lnh bo qun thc R, C, M, F 1
phm.
- Cc loi t lnh bo qun R, C, M, F 2, 3, 4, 5
(theo loi thc phm).
- Trang thit b, dng c ch R, C, M
1
bin thc phm, ung (trong F
1, 2
khu vc phc v n sng).
- Trang thit b, dng c ch R, C, M
2, 3, 4, 5
bin mn n, ung.
F
3, 4, 5
- Trang thit b ch bin, phc R, C, M, F 4, 5
v mn n v cc loi ru ca
nh hng c sn.
- Trang thit b ch bin, phc R, C, M, F 5
v n ung ca nhn vin.
- Trang thit b phc v n t R, C, M, F 4, 5
chn v n ti bung ng.
- Trang thit b phc v tic R, C, M, F 4, 5
cao cp
- Trang thit b, dng c ch R, C, M, F 4, 5
nh gi, chm
im
im 0
im 1
15
TCVN 4391: 2009
Tiu ch
Yu cu
Yu cu
i vi loi i vi
khch sn
hng
sao
bin bnh v ngui.
- Mt bn son chia, s ch, R, C, M, F 3, 4, 5
ch bin mn n lm bng vt
liu khng thm nc.
- Chu ra dng c n ung.
R, C, M, F 1, 2, 3,
4, 5
- Chu ra cho s ch, ch bin R, C, M, F 3, 4, 5
ring.
- Dng c v cht ty ra v R, C, M, F 1, 2, 3,
sinh.
4, 5
- Thit b chn lc rc, m cho R, C, M, F 3, 4, 5
cc chu ra trong bp.
- Thng rc c np.
R, C, M, F 1, 2, 3,
4, 5
- H thng thot nc chm.
R, C, M, F 1, 2, 3,
4, 5
- H thng ht mi hot ng R, C, M, F 3, 4, 5
tt.
- Thng gi tt.
R, C, M, F 1, 2, 3,
4, 5
- nh sng hoc chiu sng tt. R, C, M, F 1, 2, 3,
4, 5
- iu ha khng kh cho nh R, C, M, F 3, 4, 5
hng, bar.
2.2.5 Git l
- Bn l, cu l.
R, C, M, F 3, 4, 5
- My git, sy.
R, C, M, F 4, 5
- H thng thit b git l hin R, C, M, F 5
i.
2.3 Thm
- Thm tri bung ng ( khng C
3, 4, 5
p dng i vi sn g).
- Thm tri hnh lang, cu C
4, 5
thang, phng hp, hi tho, hi
ngh, nh hng.
2.4 H thng phng tin thng tin, lin lc
- H thng phng tin thng R, C, M, F 1, 2, 3,
tin, lin lc y , hot ng
4, 5
tt.
2.5 H thng in
- Cung cp in 24/24h.
R, C, M, F 1, 2, 3,
16
nh gi, chm
im
im 0
im 1
TCVN 4391: 2009
Tiu ch
Yu cu
Yu cu
i vi loi i vi
khch sn
hng
4, 5sao
- H thng in chiu sng m R, C, M, F 1, 2, 3,
bo yu cu tng khu vc.
4, 5
- C h thng in d phng/ R, C, M, F 1, 2, 3,
my pht in.
4, 5
2.6 Thng gi, iu ho khng kh cc khu vc
- Thng thong, h thng thng R, C, M, F 1, 2, 3,
gi hot ng tt.
4, 5
- iu ha khng kh cc khu R, C, M, F 3
vc dch v (khng p dng
i vi ni c kh hu n i).
- iu ha khng kh hai chiu R, C, M, F 4
(khng p dng i vi ni c
kh hu n i).
- iu ha khng kh trung tm R, C, M, F 5
hai chiu (khng p dng i
vi ni c kh hu n i).
2.7 H thng nc
- Cung cp nc sch, v
nc cho cha chy, c h
thng d tr nc.
- C h thng thot nc m
bo v sinh mi trng.
- Nc c lc v m bo
ung c trc tip t vi
nc.
2.8 Thang my
- T bn tng tr ln c thang
my (k c tng trt).
- T ba tng tr ln c thang
my (k c tng trt).
- Thang my cho nhn vin
phc v.
- Thang my cho hng ha.
- Thang my c tin nghi phc
v ngi tn tt.
3 Dch v v mc phc v
3.1 Cht lng phc v
- Phc v ng quy trnh k
thut nghip v.
R, C, M, F
1, 2, 3,
4, 5
R, C, M, F
R, C, M, F
1, 2, 3,
4, 5
5
R, C, M
1, 2
R, C, M
3, 4, 5
R, C, M
4, 5
R, C, M
R, C, M
4, 5
5
R, C, M, F
1, 2, 3,
4, 5
nh gi, chm
im
im 0
im 1
17
TCVN 4391: 2009
Tiu ch
Yu cu
Yu cu
i vi loi i vi
khch sn
hng
sao
- Thi thn thin.
R, C, M, F 1, 2,
3,
4, 5
- Tay ngh k thut cao.
R, C, M, F 3, 4, 5
- C s phi hp cht ch gia R, C, M, F 4, 5
cc b phn trong phc v
khch.
- m bo tnh chuyn nghip R, C, M, F 4, 5
trong phc v.
- Cht lng phc v hon ho. R, C, M, F 5
- Nhanh nhn, nhit tnh chu R, C, M, F 5
o.
3.2 Phc v bung
- Nhn vin trc bung 24/24 R, C, M, F 1, 2, 3,
h.
4, 5
- V sinh bung ng mt ngy R, C, M, F 1, 2, 3
mt ln.
- V sinh bung ng mt ngy R, C, M, F 4, 5
hai ln.
- Thay ga bc chn, m v v R, C, M, F 1, 2
gi ba ngy mt ln hoc khi
c khch mi.
- Thay ga bc chn, m v v R, C, M, F 3, 4, 5
gi mt ngy mt ln.
- Thay khn mt, khn tm mt R, C, M
1, 2, 3
ngy mt ln.
- Thay khn mt, khn tm mt R, C, M, F 4, 5
ngy hai ln.
- Bng hng dn khch bo R, C, M
1, 2, 3,
v mi trng trong bung ng
4, 5
- t hoa qu ti khi c R, C, M, F 4, 5
khch.
- t tr, c ph, ng, sa ti R, C, M, F 4, 5
nh min ph.
- t mt loi tp ch.
R, C, M, F 5
- Tng c bit, gm:
+ Phng n;
R, C, M, F 5
+ Quy bar;
R, C, M, F 5
+ Dch v vn phng;
R, C, M, F 5
+ Dch v l tn ring (nhn v R, C, M, F 5
tr bung nhanh);
+ Phng hp v tin nghi cao R, C, M, F 5
18
nh gi, chm
im
im 0
im 1
TCVN 4391: 2009
Tiu ch
Yu cu
Yu cu
i vi loi i vi
khch sn
hng
sao
cp phc v hp;
+ Cung cp thng tin, bo, tp R, C, M, F 5
ch min ph.
3.3 Phc v n ung
- Phc v n ung t 6 h n C, M, F
3
22 h.
- Phc v n ung t 6 h n C, M, F
4
24 h.
R
3, 4
- Phc v n ung 24/24 h.
R, C, M, F 5
- Phc v n sng.
R, C, M, F 1, 2, 3,
4, 5
- Phc v n ba ba v phc v R, C, M, F 2, 3, 4, 5
tic
- Tic cao cp.
R, C, M, F 4, 5
- n sng t chn.
R, C, M, F 4, 5
- Phc v n ung ti bung R, C, M, F 4, 5
ng.
- Phc v mn n c sn (Vit R, C, M, F 5
Nam hoc nc khc).
- Phc v mn n, ung n R, C, M, F 1, 2, 3,
gin, d ch bin.
4, 5
- Phc v mn n, ung R, C, M, F 3, 4, 5
phong ph vi cht lng tt.
- Phc v mn n, ung R, C, M, F 4, 5
phong ph vi cht lng cao.
- Phc v cc loi ru, mn R, C, M, F 5
n v ung c bit.
3.4 Dch v khc
- L tn` trc 24/24 h.
R, C, M, F
- Bo v trc 24/24 h.
R, C, M, F
- Gi tin v vt qu ti l
tn.
- Bng thng bo phng thc
thanh ton.
- in thoi.
R, C, M, F
- nh thc khch.
R, C, M, F
R, C, M, F
R, C, M, F
nh gi, chm
im
im 0
im 1
1, 2, 3,
4, 5
1, 2, 3,
4, 5
1, 2, 3,
4, 5
1, 2, 3,
4, 5
1, 2, 3,
4, 5
1, 2, 3,
4, 5
19
TCVN 4391: 2009
Tiu ch
Yu cu
Yu cu
i vi loi i vi
khch sn
hng
sao
- Chuyn hnh l cho khch.
R, C, M, F 1, 2,
3,
4, 5
- Trc cu h (p dng i vi R, C, M, F 1, 2, 3,
khch sn c b bi hoc c bi
4, 5
tm ring, c loi hnh th thao
nc).
- C gi bo, tp ch ti snh R, C, M, F 3, 4, 5
l tn.
- Gi ti sn qu v hnh l
R, C, M, F 2, 3, 4, 5
cho khch.
- Dch v bn hng (quy hng R, C, M, F 2, 3
ho, lu nim).
- Dch v bn hng (ca hng
R, C, M, F 4, 5
bn hng ho, lu nim cao
cp).
- Dch v vn phng.
R, C, M, F 3, 4, 5
- Internet.
R, C, M, F 3, 4, 5
- Thng tin.
R, C, M, F 3, 4, 5
- Bu chnh.
R, C, M, F 3, 4, 5
- Thu i ngoi t.
R, C, M, F 3, 4, 5
- Dch v t ch, mua v
R, C, M, F 3, 4, 5
phng tin vn chuyn, tham
quan.
- Nhn t tour v cc chng R, C, M, F 4, 5
trnh hot ng gii tr du lch.
- Phc v hp, hi tho, hi
R, C, M, F 3, 4, 5
ngh.
- Dch v dch thut (dch cabin R, C, M, F 4, 5
c h thng thit b nghe dch).
- Git l.
R, C, M, F 3, 4, 5
- Git kh, l hi ly ngay.
R, C, M, F 4, 5
- Phng tp th hnh.
R, C, M, F 4, 5
- Chm sc sc khe.
R, C, M, F 4, 5
- Cu lc b gii tr, th thao.
C, M, F
4, 5
R
3, 4, 5
- Bar m.
R
4, 5
- Phng y t c bc s trc.
R, C, M, F 4, 5
- B bi (c ch dn su v
R, C, M
4
nhn vin trc cu h).
- B bi (c ch dn su v
R, C, M, F 5
nhn vin trc cu h, c khn
20
nh gi, chm
im
im 0
im 1
TCVN 4391: 2009
Tiu ch
Yu cu
Yu cu
i vi loi i vi
khch sn
hng
sao
R, C, M, F 5
nh gi, chm
im
im 0
im 1
tm, gh nm).
- B bi cho tr em c nhn
vin trc cu h.
- Chm sc sc p.
R, C, M, F 5
- Ct tc thm m.
R, C, M, F 5
- Phng xng hi.
R, C, M, F 5
- Phng xoa bp.
R, C, M, F 5
- Trng gi tr.
R, C, M, F 5
- Bar m.
R, C, M, F 5
- Sn tennis.
R
5
- Dch v phc v ngi
R, C, M, F 5
khuyt tt.
- Tivi bt c nhiu knh
R, C, M, F 5
quc t v c knh ca khch
sn.
4 Ngi qun l v nhn vin phc v
4.1 Trnh chuyn mn nghip v, ngoi ng
Ngi qun l:
- Tt nghip trung cp du lch R, C, M, F 1, 2
hoc c chng ch ca VTCB;
qua lp bi dng qun l lu
tr du lch, an ninh, an ton,
phng chng chy n, bo v
mi trng v cht lng v
sinh an ton thc phm.
- Tt nghip cao ng du lch. R, C, M, F 3, 4
Nu tt nghip cao ng ngnh
khc phi qua lp bi dng
qun l lu tr du lch, an ninh,
an ton, phng chng chy n,
bo v mi trng v cht
lng v sinh an ton thc
phm.
- Tt nghip i hc du lch. R, C, M, F 5
Nu tt nghip i hc ngnh
khc phi qua lp bi dng
qun l lu tr du lch, an ninh,
an ton, phng chng chy n,
bo v mi trng v cht
lng v sinh an ton thc
phm.
21
TCVN 4391: 2009
Tiu ch
Yu cu
Yu cu
nh gi, chm
i vi loi i vi
im
khch sn
hng
im 0
im 1
sao
- Mt nm kinh nghim trong R, C, M, F 1, 2
ngh.
- Hai nm kinh nghim trong R, C, M, F 3
ngh.
- Ba nm kinh nghim trong R, C, M, F 4
ngh.
- Nm nm kinh nghim trong R, C, M, F 5
ngh.
- Giao tip tt mt ngoi ng.
R, C, M, F 3
- Thng tho mt ngoi ng v R, C, M, F 4
giao tip tt mt ngoi ng
khc.
- Thng tho hai ngoi ng.
R, C, M, F 5
Trng cc b phn:
- Chng ch s cp ngh (l R, C, M, F 1
tn, bung bn) hoc chng ch
ca VTCB .
- Chng ch s cp ngh (l R, C, M, F 2
tn, bung bn, bar, bp) hoc
chng ch ca VTCB.
- Chng ch trung cp ngh (l R, C, M, F 3, 4
chng ch ca VTCB.
- Chng ch cao ng ngh (l R, C, M, F 5
chng ch ca VTCB.
- Mt nm kinh nghim trong R, C, M, F 1, 2
ngh.
- Hai nm kinh nghim trong R, C, M, F 3, 4, 5
ngh.
- Giao tip tt mt ngoi ng R, C, M, F 3
trong phm vi ngh.
- Thng tho mt ngoi ng.
R, C, M, F 4, 5
- S dng tt vi tnh vn R, C, M, F 4, 5
phng.
Trng l tn, trng cc b phn trc tip giao dch vi khch (bn hng,
quan h khch hng, marketing)
- Trng l tn giao tip tt R, C, M, F 1, 2
mt ngoi ng v s dng c
vi tnh vn phng.
22
TCVN 4391: 2009
Tiu ch
Yu cu
Yu cu
i vi loi i vi
khch sn
hng
- Trng l tn thng tho mt R, C, M, F 3 sao
ngoi ng v s dng tt vi
tnh vn phng.
- Trng l tn v trng cc R, C, M, F 4
b phn trc tip giao dch vi
khch thng tho mt ngoi
ng v giao tip tt mt ngoi
ng khc; s dng tt vi tnh
vn phng.
- Trng l tn v cc b phn
trc tip giao dch vi khch
thng tho hai ngoi ng v s
dng tt vi tnh vn phng.
Nhn vin phc v
- Qua lp tp hun nghip v
(tr trng hp c vn bng,
chng ch do c s o to c
thm quyn cp).
- 20% c chng ch ngh hoc
chng ch ca VTCB v 80%
qua lp tp hun nghip v.
chng ch ca VTCB v 50%
qua lp tp hun nghip v.
chng ch ca VTCB, 30% qua
lp tp hun nghip v.
- Nhn vin trc tip phc v
khch giao tip tt mt ngoi
ng trong phm vi ngh.
khch thng tho mt ngoi
ng.
khch s dng c vi tnh vn
phng
Nhn vin l tn
- Nhn vin l tn giao tip tt
mt ngoi ng.
- Nhn vin l tn thng tho
R, C, M, F
R, C, M, F
R, C, M, F
R, C, M, F
R, C, M, F
4, 5
R, C, M, F
R, C, M, F
4, 5
R, C, M, F
4, 5
R, C, M, F
1, 2
R, C, M, F
nh gi, chm
im
im 0
im 1
23
TCVN 4391: 2009
Tiu ch
Yu cu
Yu cu
nh gi, chm
i vi loi i vi
im
khch sn
hng
im 0
im 1
sao
mt ngoi ng.
- Nhn vin l tn thng tho R, C, M, F 4, 5
mt ngoi ng v giao tip tt
mt ngoi ng khc.
- S dng c vi tnh vn R, C, M, F 1, 2
phng.
- S dng tt vi tnh vn R, C, M, F 3, 4, 5
phng.
4.2 Trang phc
- Mc trang phc ng quy R, C, M, F 1, 2, 3,
nh.
4, 5
- eo ph hiu tn trn o.
R, C, M, F 1, 2, 3,
4, 5
- Kiu dng p, ph hp vi R, C, M, F 3, 4, 5
chc danh v v tr cng vic.
- Mu sc hi ha, thun tin.
R, C, M, F 3, 4, 5
- Cht liu tt, ph hp vi mi R, C, M, F 4, 5
trng.
- C phong cch ring ca R, C, M, F 4, 5
khch sn.
- Trang phc lm vic c
R, C, M, F 5
khch sn git l.
5 Bo v mi trng, an ninh, an ton, phng chng chy n v v sinh
an ton thc phm
- Thc hin tt cc quy nh R, C, M, F 1, 2, 3,
ca c quan c thm quyn
4, 5
(nh gi theo tng tiu ch)
v:
+ An ninh trt t;
+ Phng chng chy n;
+ Phng chng t nn x hi;
+ Cht lng v sinh an ton
thc phm;
+ V sinh mi trng bn
trong;
+ V sinh mi trng xung
quanh;
+ V sinh trang thit b;
+ V sinh c nhn;
- Khch sn c k hoch bo v R, C, M, F 3, 4, 5
mi trng.
24
TCVN 4391: 2009
Tiu ch
Yu cu
Yu cu
i vi loi i vi
khch sn
hng
sao
- Thc hin cc bin php phn R, C, M, F 3, 4,
5
loi v qun l cht thi.
- C cn b kim nhim v C, M, F
3, 4
qun l, bo v mi trng.
R
3
- C cn b chuyn trch v C, M, F
5
qun l, bo v mi trng.
R
4, 5
- Thc hin kim ton xanh.
R, C, M, F 5
CH THCH:
- R: khch sn ngh dng.
- C : khch sn thnh ph.
- M: khch sn bn ng.
F: khch sn ni.
nh gi, chm
im
im 0
im 1
25

TCVN2009 Khach San Final

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TCVN 4391: 2009

TIU CHUN QUC GIA

TCVN 4391: 2009

TCVN 4391: 2009

2.5. Phng hi ngh (ballroom)

TCVN 4391: 2009

4.5 Bo v mi trng, an ninh, an ton, phng chng chy n v cht

TCVN 4391: 2009

Bng 1 - Tiu ch xp hng

1.2 Thit k - Theo 4.1 thm:

TCVN 4391 : 2009

1.3 Quy m bung (1)

TCVN 4391: 2009

Bng 1 - Tiu ch xp hng

- Din tch 35 m2.

- Din tch 60 m2.

- Din tch 100 m2.

TCVN 4391: 2009

Bng 1 - Tiu ch xp hng

TCVN 4391: 2009

Bng 1 - Tiu ch xp hng

TCVN 4391 : 2009

TCVN 4391 : 2009

TCVN 4391: 2009

Bng 1 - Tiu ch xp hng

- Khu vc dnh cho

TCVN 4391: 2009

Bng 1 - Tiu ch xp hng

TCVN 4391 : 2009

TCVN 4391: 2009

Bng 1 - Tiu ch xp hng

TCVN 4391 : 2009

2.1.2 Bung Theo A.3 n A.4

TCVN 4391: 2009

Bng 1 - Tiu ch xp hng

TCVN 4391: 2009

Bng 1 - Tiu ch xp hng

Theo A.5 Ph lc Nh 1 sao, thm:

TCVN 4391 : 2009

TCVN 4391 : 2009

TCVN 4391: 2009

Bng 1 - Tiu ch xp hng

- Tri thm bung

TCVN 4391: 2009

Bng 1 - Tiu ch xp hng

-T ba tng tr ln Nh 3 sao, thm:

TCVN 4391: 2009

Bng 1 - Tiu ch xp hng

TCVN 4391 : 2009

TCVN 4391 : 2009

TCVN 4391: 2009

Bng 1 - Tiu ch xp hng

TCVN 4391: 2009

Bng 1 - Tiu ch xp hng

TCVN 4391 : 2009

4 Ngi qun l v nhn vin phc v

TCVN 4391: 2009

Bng 1 - Tiu ch xp hng