Bo co thc tp

SVTH: NGUYN TH KIU DIM

NHN XT CA GING VIN

Bo co thc tp

SVTH: NGUYN TH KIU DIM

MC LC

Li cm n ........................................................................................................................................... 3
Phn I) MC CH TH TP ......................................................................................................... 4
1/ V pha nh trng ..................................................................................................................... 4
2/ V bn thn .................................................................................................................................. 4
Phn II)GII THIU S LC V KHCH SN NEW WORLD............................................ 5
1)

Gii thiu tng quan v khch sn ........................................................................................ 5

1.1 V tr ........................................................................................................................................ 5
1.2 Phng....................................................................................................................................... 5
1.3 Nh hng ................................................................................................................................. 5
1.4 Nh bp ................................................................................................................................... 6

2/ Gii thiu v b phn thc tp: Banquet .................................................................................. 6

2.1Khi qut v nhn s ................................................................................................................ 6
2.2 Cch qun l trong b phn ..................................................................................................... 6
2.3 Cc khu vc lm vic .............................................................................................................. 7
2.4 Cc kho cha dng c v vt liu cn thit trong b phn ...................................................... 7
2.5 Cc loi hnh hot ng ........................................................................................................... 8
Phn III) NI DUNG THC TP .................................................................................................... 8
1/ Lch lm vic ................................................................................................................................ 8
2/ Cc cng vic c th trong khi thc tp .................................................................................. 10
2.1 V loi hnh hi ngh ............................................................................................................. 11
2.2 V loi hnh tic .................................................................................................................... 19
PHN IV) KT QU T C SAU KHI THC TP ......................................................... 25
PHN V) THUN LI V KH KHN ...................................................................................... 27
1/ Kh khn.................................................................................................................................... 27
2/ Thun li .................................................................................................................................... 27
VI/ KT LUN V KIN NGH .................................................................................................... 28
1/ Kin ngh n nh trng v khch sn ................................................................................. 28
2/ Kt lun ...................................................................................................................................... 30

Bo co thc tp

SVTH: NGUYN TH KIU DIM

Li cm n

Trc tin, em xin by t lng bit n n cc thy c trong khoa Du lch trng i
hc dn lp Vn Lang, nhng ngi hng dn, h tr tn tnh v cung cp cc
loi giy t cn thit cng nh to iu kin thun li cho em c t thc tp qu
gi ny.
Em cng xin chn thnh cn n Ban Gim c khch sn New World to c hi
cho em c thc tp ti khch sn v cung cp cc s liu tham kho v nhng
thng tin cn thit em c th hon thnh tt bi bo co thc tp ny. c bit, em
xin gi li cm n n cc anh ch trong b phn Banquet, nhng ngi tn tnh
ch dn v quan tm em trong sut thi gian em thc tp ti khch sn, truyn t cho
em nhng kinh nghim qu bu cng nh nhng tri nghim thc t em c th
hon thnh tt k thc tp ny.
Mt ln na em xin chn thnh cm n!

Bo co thc tp

SVTH: NGUYN TH KIU DIM

Phn I: MC CH TH TP
1/ V pha nh trng
- Vic to iu kin cho sinh vin i thc tp gip nh trng v khoa Du Lch
c ci nhn ng hn v chng trnh o to chuyn ngnh Nh hng-khch sn.
T , c hng thay i tch cc nhm hon thin tt hn chng trnh ging
dy ph hp vi xu hng pht trin chung ca ngnh.
- sinh vin t lin h xin thc tp, gip sinh vin ch ng v khng li ng
thi sinh vin c th c xt vi thc t v lm quen vi cc k nng cn thit cho
vic tm kim vic lm sau khi tt nghip ra trng.
2/ V bn thn
Bn cnh vic hc l thuyt t nh trng th qu trnh c xt vi thc t l
iu rt quan trng (bi v l thuyt khng khng hon ton ging thc t) ca
hu ht sinh vin chuyn ngnh nh hng khch sn nh ti. Ti ngh rng i
khi chng ta phi linh hot trong mi tnh hung hon thnh tt cng vic
cho d n c khc vi l thuyt m chng ta c hc. Cho nn khi c c hi
c thc tp ti khch sn NewWorld ti t ra cho bn thn mnh nhng
mc ch sau :
1.Vn dng kin thc hc vo thc t c cch lm chuyn nghip hn.
2. Hc hi kin thc, cch t chc, qun l v lm vic ca ban lnh o v
nhn vin trong khch sn.
3. Tch ly kinh nghim lm vic v k nng x l tnh hung trong mi
hon cnh c trong v ngoi cng vic.
4. Nhn ra im mnh v hn ch trong cng vic nhm hon thin bn thn
tr thnh mt nhn vin hon ho v c th tr thnh mt lnh o thnh
cng trong tng lai.
5. Hon tt vic vit bo co

Bo co thc tp

SVTH: NGUYN TH KIU DIM

Phn II: GII THIU S LC V KHCH SN NEW WORLD

1/ Gii thiu tng quan v khch sn
1.1/ V tr
Vi v tr a l thun li: 76 L Lai, phng Bn Thnh, qun 1. New World
t ho l mt trong nhng khch sn 5 sao hng u ti thnh ph H Ch Minh.
Ta lc gn cng vin 23/9, cng vin Tao n, ch Bn Thnh, cc trung tm
mua sm ca thnh ph v ch mt 15 pht n sn bay quc t Tn Sn Nht,
khch sn New World ha hn s l mt trong nhng im dng chn l tng
ca nhiu du khch quc t. Vi b dy lch s lu i, New World khng ch l
mt khch sn ng cp, sang trng m cht lng v tin nghi u rt hon
ho c v con ngi v dch v.
1.2/ Phng
Khch sn c 552 phng v c chia ra lm 2 loi: t tng 2 n tng 9 l
phng dnh cho khch thng, tng 10 tr ln dnh cho khch VIP vi nhiu
u i. Chnh v vy m tng 10 c mt khu vc dnh ring cho khch check
in v check out v gi l PRESIDENT CLUB.
1.3/ Nh hng
Khch sn cn c 2 nh hng ln: Park View v Dynasty. Nh hng Park
View vi quang cnh nhn ra ton b cng vin 23/9_l mt ni l tng nht
du khch c th va n va ngm cnh thnh ph. Nh hng chuyn phc v
cc mn u, hi sn ti sng v thng phc v n sng cho khch phng, n
tra v n ti. Hnh thc phc v ch yu l Buffet v la cate. Nh hng
Dynasty l mt trong nhng nh hng c vinh danh vo top 100 nh hng
thnh ph. Nh hng chuyn phc v cc mn vo bui tra v ti. y l
nh hng Hoa c ni ting vi cc mn Dimsam, bnh bao x xu,vit quay
bc Kinh,..c nu bi ngh thut lm bp ca nhiu u bp ni ting ngi
Hoa. Nh hng thng phc v theo kiu set menu v la cate.
Ngoi ra, khch sn cn c quy Coffe Shop chuyn phc v c ph v nhiu
loi bnh, salad thm ngon v ni ting ca phng Ty.

Bo co thc tp

SVTH: NGUYN TH KIU DIM

1.4 Nh bp
p ng tt nhu cu m thc ca khch, khch sn c 3 khu vc bp ring
bit: Bp Ty (Westen kitchen), bp tu (Chinese kitchen) v bp bnh (Pastry
kitchen). H thng bp khng ch phc v cho 2 nh hng ln m cn phc v
coffee break v tic cho b phn Banquet.

2/ Gii thiu v b phn thc tp: Banquet

Banquet l mt b phn ln v th hin c trng ca mt khch sn tm c 5
sao. Doanh thu ca b phn ny chim n 30% tng doanh thu ca ton khch
sn. Khng ch cung cp dch v hon ho, Banquet cn gp phn qung b hnh
nh khch sn mt cch hiu qu nht.
2.1Khi qut v nhn s
Trng b phn: Hunh B
Supervaisor:

Cao Vn Tnh
Ng Hng Phc
Nguyn Bo Quc.

Nhn vin chnh thc

Nhn vin thi v (CL)
Thc tp sinh.
2.2 Cch qun l trong b phn
V tr cao nht l trng b phn. y l ngi chu trch nhim trng coi tt
c mi vic trong khu vc hot ng ca b phn v chu trch nhim i
ngoi chnh vi tt c cc b phn khc. Ngoi ra vic phn phi lch lm vic
v nhn lc cng do trng b phn m nhim.
Gim st vin l ngi gim st trc tip cng vic ca nhn vin, y s l
ngi chu trch nhim phn b nhim v cng nh cc khu vc lm vic cho
nhn vin v thc tp sinh trong sut ca lm vic. Ngoi ra, gim st vin cn
chu trch nhim gim st thi lm vic ca nhn vin v thc y tin
trnh lm vic cng vic t n mc tt nht.

Bo co thc tp

SVTH: NGUYN TH KIU DIM

Nhn vin phc v l ngi c vai tr rt quan trng trong vic phc v cho
khch hng t lc khch n cho n khi khch ra v. y l ngi trc tip
phc v khch, tip nhn v p ng yu cu ca khch v ng thi l ngi
nh hng trc tip n s nh gi cng nh nhn xt ca khch v khch
sn.
2.3 Cc khu vc lm vic
-

Snh Grand Mekong (Ballroom): Din tch 300m2, s lng khch ti a l 288
khch. Snh c th c chia ra thnh 3 phng hp ring bit, c ngn cch bi
cc bc tng di ng (partition), s lng khch mi phng l 100 ngi v c
th thay i ty vo kiu set up.

Snh Grand Indochine: Din tch 381m2, s lng khch ti a cho mt tic ci
l 288 ngi. Snh Grand Indochine l s kt hp t hai phng: Indochine (din
tch 279m2) v Vietnam Room (din tch 97m2)

Snh Bn Thnh Hall: Snh c din tch 333m2 s lng khch hi ngh cha ti
a ln n 486 ngi khi phng c b tr theo m hnh rp ht hoc 300 khch
cho mt ba tic chnh thc. Bn Thnh Hall cng c th c ngn ra lm 3
phng nh hn, ph thuc vo s lng khch v kiu set up.

Phng hp Meeting 7-8 v phng Cambodia: Dng cho cc bui hi ngh vi s

lng khch t, di khong 35 ngi.
2.4 Cc kho cha dng c v vt liu cn thit trong b phn
- Kho 1: gn vn phng F&B. Kho ny cha cha ch yu l bao gh, n,
nhng trang thit b dng trang tr tic v coffee break
- Kho 2: cui li vo ca Cambodia v Vit Nam room. Kho ny cha cc
thit b vn phng dng setup tic nh giy v vit.
- Kho 3: Ti Grand Indochine. Kho ny dng nc sui, napkin, khn tri
bn.
- Kho 4: Ti Bn Thnh Hall. Kho ny lm khu vc dn dp coffee break
- 3 kho nm st nhau dc li i vo nh n ca nhn vin: cha culery , chn,
da, ly v dng c bng ng.
7

Bo co thc tp

SVTH: NGUYN TH KIU DIM

Vn phng F&B nm lu 1. Nm cui gc t li i vo ca nhn vin. Trong

phng bao gm :
- Khu 1: Th vin ca F&B
- Khu 2: Vn Phng
- Khu 3: Phng ca F&B Director v Manager

2.5 Cc loi hnh hot ng

- Tic
- Hi ngh

Phn III) NI DUNG THC TP

1) Lch lm vic
Thc tp b phn Banquet, nhn vin thc tp c lch lm vic ging vi lch lm
vic ca nhn vin chnh thc v u do trng b phn xp lch. Thng th lch lm
vic c th c nh sut tun hoc linh hot thay i khi c nhiu bui hp v tic.
Thi gian lm vic l 8 ting 45 pht ( tnh vo thi gian n). Cng ging nh nhn
vin chnh thc, mi tun ti ch lm vic 5 ngy. Trng hp bnh th phi bo trc
cho trng b phn hoc supervaisor bit, mun xin ngh 2 ngy no hoc 4 ngy
lin tip trong 2 tun th phi bo trc 1 tun. B phn Banquet c cc ca lm vic
nh sau:
Trc khi vo ca, tt c nhn vin phi c mt trc 30 pht thay ng phc v
make up nh i vi n, chy tc gn gang vi nam.
Ca 6 a.m: Bt u t 6h-14h45, c n sng v n tra.
Set up coffee break
Stand by (canh hp)
Phc v coffee break
Reset phng hp
Dn dp coffee break v phng hp
8

Bo co thc tp

SVTH: NGUYN TH KIU DIM

Ca 8a.m: Bt u t 8h-16h45 pht, c n tra v n chiu.

Xp napkin
Lau ly
Stand by
Phc v coffee break
Set up tic
Ca 12 a.m: Bt u t 12h-20h45, c n tra v n chiu
ng kt
Lau bn
Lau cutlery
Stand by
Set up tic
o Ca 2 p.m: bt u t 14h-22h45, c n chiu v n ti
Standby
Dn dp phng hp v quy coffee break
Hp trc gi phc v
Phc v tic
Dn dp v set up li cho ngy hm sau
i vi thc tp sinh, ca 8:am l thng xuyn nht, ch sau khi c training th ti
mi c chuyn vo cc ca cn li set up v phc v tic.

Bo co thc tp

SVTH: NGUYN TH KIU DIM

2/ Cc cng vic c th trong khi thc tp

Ngy u tin vo khch sn thc tp qu tht l mt ngy y phn khi nhng
cng khng km phn hi hp vi ti. Hm l ngy 15/06/2012, ti c lch lm
ca 8:am. Trc khi chun b sn sng vo ca lm vic, ti phi vo khu vc xe
ca nhn vin u xe ri i n khu vc bo v trong bi gi xe trnh th
CMND. Sau ti li i tip vo khu vc bo v bn trong ca khch sn nhn
th ko ( kim sot thi gian vo v ra ca), cha kha v bng tn. Tip theo l vo
phng lundry nhn uniform, sau khi chun b sn sng vo ca lm vic, ti n
phng nhn sc trnh din v c ch Bch dn ln vn phng F&B. Ngi u
tin m ti gp l anh -trng b phn Banquet. Anh dn ti n cc khu
vc lm vic (lu 1) v gii thiu v cc supervaisor s trc tip gim st trong qu
trnh lm vic ca ti cng nh cc anh ch nhn vin chnh thc s cng lm vic,
ch dn v h tr cho ti.
Vic u tin m ti c phn cng l Stand by hp cng vi mt ch nhn vin
chnh thc (ch Dung). Cng vic ny tng chng n gin nhng tht s th khng
nh vy. Ngoi vic m v ng ca cho khch, ti cn phi quan st 2 bn coffee
break xem chng c gn gng v sch s khng v cng xem khch c yu
cu cn thit: thm micro, gim nhit my lnh hay l thm gh v giy vit, ly
cho khch l nhng cng vic khi khch vo hp. Gi gii lao 30 pht, l lc
khch ra ngoi ung tr, n bnh. i sau khi khch n va xong l phi clear da
hoc tch tr cho sch s, ng thi phi ch quan st chm thm sa, ng,
mung, na v thay khn giy khi qu d hoc m t khu vc tr v c ph. Sau
30 pht, khch vo li bn trong th ti cng cc anh ch nhn vin dn dp da, tch
d ca khch v lao chi sch s cc mnh vn bnh trn bn. Vic cui cng l gi
cho khu vc lm vic lun sch s cho n khi kt thc bui hp. Cc ngy sau, ti
cng c giao cc cng vic tng t v bt u vo kha hc training. Trc khi
c th va hc va thc hnh vo cng vic ca mnh, nhn vin cn phi hiu v
nm r yu cu c bn cch set up v phc v trong b phn Banquet:

10

Bo co thc tp

SVTH: NGUYN TH KIU DIM

c mt bui hi tho - tic hon ho, iu quan trng u tin l phng t chc
cn phi sch s v c set up theo ng yu cu ca khch hng. Bn gh, cch
decord, b tr phng phi hp l v cn i.
Thng thng, cng vic set up phng thng c nhn vin ca chiu (10h00,
14h00) thc hin v hon thnh trc khi kt thc ca lm vic. Khi set up phng,
nhn vin cn phi c k cc thng tin trn E.O p ng y yu cu ca
khch hng.
Thng tin trn E.O (EVENT ORDER)
E.O (EVENT ORDER) l phiu tp hp tt c nhng thng tin v yu cu ca khch
hng v mt bui tic hi tho, trong bao gm: s lng khch, ngi t tic,
ngy thng t chc, gi check in check out, thng tin v coffee break, menu tic,
chng trnh din ra trong tic hi tho, cc yu cu v set up phng, trang thit b
k thut m khch sn phi cung cp cho khch, gi tin, hay cc yu cu c bit
khc E.O rt quan trng i vi tt c nhn vin trong b phn BANQUET. Bc
u tin tr thnh mt nhn vin gii l cn phi nm r tt c thng tin trong E.O.
V cng da vo E.O m Supervior s phn cng cng vic c th cho tng nhn
vin trong ca lm vic.
2.1 V loi hnh hi ngh
* Set up phng hp
Nhng quy nh chung v thng s khi set up phng:
-

Khong cch ti thiu gia hai dy bn nm dc l 1.0m

Khong cch ti thiu gia hai dng bn nm ngang l 1m

Mt b cover t 50 60cm

Khong cch t tng n mp bn (pha i din vi tng) ti thiu l 1.4m

Thng thng, cc phng phi c set up hon tt trc ngy din ra bui
hi tho tic

Trc khi set up phng, nhn vin chun b y cc dng c thit b cn thit:

11

Bo co thc tp
-

SVTH: NGUYN TH KIU DIM

Bn trn hoc bn di (IBM v bn BANQUET) c ng kt hoc ph

khn bn

Gh

Bao gh

Table Cloth (ty vo loi bn trn hay bn di v yu cu v mu ca khch)

Mt b Cover gm: giy, vit, nc sui, , ly High ball, coster/liner/liner

paper (giy lt chai nc sui v ly)

H ng ko

Dy cc cn bn cho thng v u

Ngoi ra, ty thuc vo tnh cht ca bui hi ngh v yu cu ca khch hng,

mt s dng c - vt dng khc cn chun b nh: Half Chair Cover, Runner,
tm sn khu + bc (step), bc pht biu (podium), skirt (c hai loi, mt loi
dng trang tr cho bn Head, bn Top hoc bn Reception; loi th hai dng
cover bn hp cho khch),

Cc kiu set up phng hi ngh thng thng v ph bin Khch sn New World
Saigon.
Kiu Classroom (lp hc)

Classroom l kiu set up ph bin nht v c th tn dng c din tch m khch

cng c th quan st v ghi chp mt cch hiu qu.
Quy trnh set up
Bn v gh :
Bc 1 : Xem trn E.O kiu set-up v s lng cn set-up (thng c 2 loi: s
lng khch t v s lng khch d tr do khch sn ra)

12

Bo co thc tp

SVTH: NGUYN TH KIU DIM

Bc 2 : Nhn vin nam c phn cng nhim v ko bn gh vo phng chun b

set up, nhn vin n nh ti th trm bao gh v mang gh vo bn.
Bc 3 : Sp t bn v gh vo v tr theo kiu classroom c ngha l ging nh s
ca mt phng hc.
Bc 4 : Sp s lng gh tng ng vi s bn. Mt bn gm 3 gh.
Bc 5 : Chnh sa v tr v canh cho tt c cc dy gh v bn ngay theo hng
Cover : Mi bn c 3 cover. Mi cover bao gm : Giy, vit, roster, ly high-ball v
nc sui.

Bc 1 : t giy gia gh khong cch t cnh bn n giy l mt di ca

coster. Logo khch sn trn giy theo chiu hng ln
Bc 2 : t vit song song, st mp giy v u vit hng xung.
Bc 3 : Roster c t bn hng phi ca giy v c chia phn na so vi
giy. Trn roster l ly. Logo phi hng ln.
Bc 4 : Nc sui c t gia logo sao cho mt ch La-Vie hng vo khch
Cng dy iu chnh li ngay ca cc Cover v bn gh
Bc 1 : C 2 ngi lm chun u v cui. Cng theo chiu dc trc.
Bc 2 : Mi hng s c 1 ngi iu chnh theo hiu lnh ca 2 ngi cng dy.

13

Bo co thc tp

SVTH: NGUYN TH KIU DIM

Bc 3 : Chnh li khong cch ca cc cover. Lu m bo mc thng hng

theo hng dc ca cc cover l quan trng nht.
Bc 4 : Bt u iu chnh. u tin l cnh bn, nc sui, gh, ly.
Bc 5 : Hon tt cng dc chuyn sang cng ngang. Qu trnh tng t nh dc.
Kiu U-Shape

Quy trnh set up kiu U-Shape cng tng t nh ki class room, ch khc ch v
tr bn gh c b tr nh hnh ch U.
Kiu Double U-Shape

Set up phng hi ngh kiu Double U-Shape cng tng t nh cch by tr dng
U-Shape bnh thng, ch khc nhau vic lng ghp hai U-shape vo mt phng
v lm th no mi U-Shape cn i v khng b lch (nh m hnh trn).

14

Bo co thc tp

SVTH: NGUYN TH KIU DIM

Kiu Hollow (rng gia)

Kiu ny c set up cho cc cuc hp mang tnh cht ni b v cng c set up

theo quy trnh chung ca kiu class room theo m hnh Hollow.
Kiu Halfmoon (bn nguyt)

y l ki set up rt thun li cho khch v khng b che khut tm nhn v c th

tp trung v mt hng ca sn khu. Kiu ny thng set up cho cc cuc hp c
nhu cu li n tra hoc v hp va dng ba ti khch sn.
Quy trnh set up
Bc1: Ly mt hoc hai bn lm bn trung tm cn u gia phng (nu s
lng bn l l th ly mt bn, nu s bn l chn th ly hai bn). Sau t cc
bn cn li theo ng v tr trn Layout. t 6 gh vo mt bn theo ng v tr v
cn i theo m hnh Halfmoon.
Bc 2: Set up b Cover ln bn (tng t kiu Classroom hoc U-shape) sau khi
ph khn bn v trm bao gh. i vi loi hnh va hp va dng ba th ton b

15

Bo co thc tp

SVTH: NGUYN TH KIU DIM

giy t theo hnh qut, vit t trn giy v hng xung, ly high-ball v nc sui
t v 2 pha ca lazy susan. Tt c u c t trn lazy.
Bc 3: Thc hin t cc thit b, vt dng cn li theo yu cu trn E.O nh sn
khu, Podium,(nu c)
Bc 4: Nhn bao qut phng v bn gh, canh cho u v p.
Kiu Theatre (nh ht)

Set up kiu ny khng s dng bn. khch sn New World, khi set up theo m hnh
Theatre snh Bn Thnh Hall th s lng khch c th cha ln n 400 ngi v
snh M Kong Ballroom t 300 n 350 ngi.
Quy trnh set up kiu theater rt n gin v khng c bn nn ch cn canh gh cho
ngay hng, u v p l hon tt.
y l mt cch set up rt ph bin v linh hot cho mi loi phng hp. Gh c th
sp xp theo hnh trn, bn nguyt, thng hay nm ngang. Cc phng xp theo m
hnh ny thng c dng cho cc bui hi tho vi s lng khch nhiu v t ghi
chp, c bit l s dng vo cc bui Welcome khch Check in ti khch sn.

16

Bo co thc tp

SVTH: NGUYN TH KIU DIM

* Set up quy coffee break

Ty theo ch (c quy nh trong ngy) m nhn vin s b tr cc loi dng c,
trang thit b ph hp cho quy Coffee break.
Trong quy thc ung: Bnh tr, bnh caf (c th thay bng my pha caf nu s
lng khch t hn 40 ngi), khay mung tea spoon, khay jug sa, khay ng
(gm 3 loi: ng nu, trng v ng n king), khay khn giy, th ng mung
tea spoon d, tch ung tr v caf, thng rc. Cc dng c c b tr nh sau:

Trong quy thc n: bnh hoa, cc chn k thc n (ch yu l bnh v tri
cy), pha trc l namefood v cc tong gp thc n.

17

Bo co thc tp

SVTH: NGUYN TH KIU DIM

Phc v hi ngh/hp
V cng vic ch yu l welcome, hng dn khch ln phng hp, Stand by v
phc v coffee break.
phc v coffe break, trc tin khu chun b phi c hon tt:
-

t hoa ln cc line coffee break

Pha tr v caf v t ln cc station gi nng chng bng cn

t mung tea spoon, na ln cc khay g (vi s lng va )

Rt sa vo cht ng sa

t thc n ln v kim tra cc mn n Coffee Break s lng v ng vi

tn ca thc n c order trn E.O cha.

Kim tra li thng rc, bn station Coffee Break,

Ngoi ra nhn vin cn chun b thm tch caf, ly High ball (chun v cho vic
set up li phng), cc tong gp thc n.

Nu khu chun b cho bui coffee break kh hon ho nh th ny th khng nhng

khch hng rt hi lng m vic phc v trong khi khch n bnh v ung tr hay c
ph cng d dng hn cho ngi nhn vin. n gi phc v, nhn vin ch cn cm
tray i dn d ca khch ng thi chm thm cn,bnh, sa, ng, tch, mung
v na nu ht.
Trng hp khch hp c ngy th nhn vin s re-set up li phng (khong 12h
lc khch i n tra):
- Thu gom rc v nhng ly d, cc a thc n v tch tr - caf d,
- t li ly High ball sch v nc sui ln bn cho khch nhng khng c di
chuyn dng ca khch.
18

Bo co thc tp

SVTH: NGUYN TH KIU DIM

Trong lc khch i n tra, nhn vin phi kha ca v stand by phng trng hp
khch b mt cp.
2.2 V loi hnh tic
* Tic Chinese (thng l tic ci v tic cng ty)
a/ Quy trnh set up
Trc tin, nhn vin nam phi ra bn theo Layout m khch hng yu cu. Nhn
vin n v thc tp sinh nh ti th tri khn bn, mi bn c ph 2 tm khn (cn
ty thuc vo kiu khn bn m khch yu cu). Khi khn bn ph u v thng
th tri tip runner ln bn. Sau , t vng trn gi l ring ln runner, t tip
lazy susan pha trn ci ring v kim tra xem vng ring c xoay tt khng. Tin hnh
cho gh vo bn.
i vi bn 10 ngi: gh th nht t hng thng ln sn khu, t gh th hai
i din vi gh th nht v ly hai gh lm chun lc ny bn chia ra hai bn
u nhau, mi bn cho vo 4 gh sao cho mi ci cch u nhau thng l cch mt
gang tay, bn cn li t gh i din theo tng cp vi bn kia l c. Vi bn 12
ngi (dnh cho tic ci) th cch lm cng tng t sao cho i xng tng cp
gh.
Ring vi bn 9 hoc 11: t mt gh hng v pha sn khu lm chun, t tip 2
gh khc ph i din vi gh va t sao cho gh lm chun phi gia. Cho tip
3 gh (bn 9) v 4 gh (bn 11) vo mi bn bn sao cho mt gh bn ny bt cp
vi 2 gh bn kia v u nhau. Tin hnh trm bao gh v ct n.
Dng c n ca tic Chinese bao gm: mung, a, gc mung a, chn nc
tng v da Solate.
Bc 1: t da solate vo v tr ca tng gh sao cho da phi gia gh
Bc 2: t gc a, mung v a pha bn phi ca da solate sao cho n song
song vi thnh gh v cch mp bn 1 lng tay.
19

Bo co thc tp

SVTH: NGUYN TH KIU DIM

Bc 3: t chn nc tng pha trn gc a v hi cht v pha da solate

Bc 4: Ty theo thc n ca khch, nu l khai v kh trc th t da BB (s
lng da tng ng vi s ngi) theo vng trn ca lazy v 3 da sauce. Mt u
t 2 da cho t v chua, u cn li cho nc chm. Nu l sup th t da lt,
chn sp v mung s.
Bc 5: t khn n ln da Solate hng 4h. Ly menu t ln lazy (3 menu/bn)
Cng vic set up thng phi hon thnh trc 1 ngy khi tic bt u. Trc gi
phc v, ti v cc nhn vin CL (causual labour) bt u rt nc tng vo chn
ng thi t chn t v chua ln bn. Sau , tt c cc nhn vin phi tp trung
li mt ch (thng l pha sau snh tic) theo s ch dn ca Supervaisor bt
u briefing (hp trc gi phc v). Ni dung bui hp:
- Phn cng khu vc lm vic cng nh v tr bn cho nhn vin (1ngi/bn)
- Ch nh cc nhn vin chnh thc v CL khng c bn s h tr chm nc cho
khch
- Ni v thc n: mn no cn n vi st, mn no cn n vi ngc mm hoc l
mui tiu chanhMn no s dng da, mn no phi ly chn
- Ni v ung: Thng th c bia Tiger hoc Haniken, Soft drink v nc sui,
i khi c thm ru vang. Khi mun chm thm nc cho khch th phi dng
cht chm.
- Nhc nh nhn vin mt vi iu: khi chia thc n th phi chia u v ht thc n,
trnh khch than phin. Vo gi phc v phi ng satnd by ngay ti bn ca
mnh khng c tm li ni chuyn ring.

20

Bo co thc tp

SVTH: NGUYN TH KIU DIM

b/ Quy trnh phc v

Bc 1: Khi khch ngi vo bn, hi khch dng nc g v mang nc ra cho khch
Bc 2: Khi bn ngi, ly menu xung pha di lazy, nu c number ten
th ly xung v ct. Sau ko bnh hoa v pha 2 chn t v chua c ch t
thc n.
Bc 3: Xin php v tri khn cho khch
Bc 4: i vi tic m ci, mn u tin phi tin hnh Show food 1 vng, sau
mi t ln bn v chia thc n cho khch. Trc khi a thc n vo bn tic
ngi phc v lun lun phi xin php v bo vi khch to khong trng bc
vo bn tic. Lun t nc chm i km vi thc n cho ng.
Bc 5: Khi chia thc n xong ri, ly 2 phn vo da Solate cho khch 2 bn,
mi khch dng ba v chc ngon ming
Bc 6: Trc khi ln mn th 2 th phi chun b chn hoc da (ty theo mn) t
ln lazy v dn i cc da d. Ch phi xin php hoc hi khch dng xong cha
th mi c dn.
Bc 7: Cc mn cn li cng phc v tng t, nhng i vi mn c v d heo
hm, ngoi b ghia chia thc n cn c thm dao ct tht ng thi ly thm 1
ci da share phn u c cho khch.
Bc 8: Trc khi phc v mn trng ming phi dn sch nhng thc n tha, da
Solate, mung a v chn nc tng trn bn tic. Khi phc v phi quan st tht
tt khu vc c phn cng gip khch v h tr ng nghip.

21

Bo co thc tp

SVTH: NGUYN TH KIU DIM

Tic Western
* Set up
Vic tin hnh set up phng cho mt bui tic Western cng tng t nh tic
Chinese, ch khc vic set up cho b cover ca khch trn bn tic. Cc dng c i
km trong mt b cover s lun thay i v khng c nh v n ph thuc vo menu
mn n. V d mt b cover c th bao gm: b dao na chnh, mung na trng
ming, dao na c, a v dao b, ly nc, ly ru vang (vang trng vang )
Ngoi ra cn c cc dng c khc nh: r bnh m, h mui, tiu, tm, C th:
Bc 1: Sau khi hon tt khu chun b bn v gh bao gm vic tri khn bn,
trm bao gh v ct n gh. i vi tic Western th khng s dng ring v lazy, tin
hnh set up culeries ln bn tic. t da Solate v tr gia gh.
Bc 2: Set up t ngoi vo trong, bn phi t mung sp, song song vi thnh gh
v cch mp bn 1 lng tay, t dao n chnh song song mung. t na n chnh
song song vi thnh gh bn tri v t b mung na trng ming vung gc pha
trn mung na n chnh
Bc 3: t mung na trng ming pha trn chnh gia da Solate. t ly nc v
ly ru pha trn dao chnh to thnh mt gc 45 .
Bc 4: t b tch tr v c ph ngay pha trn mung na trng ming, mung tr
v quai cm tch tr song song vi nhau theo 4 gi. t da b pha bn tri ca dng
c, t dao b ln trn bn phi da b.
Bc 5: t napkin ngay gia ca b dng c.t hoa, mui tiu, gt tn ngay gia
bn, hai b mui tiu v gt tn hai bn.
Quy Trnh Phc V
Bc 1 : Rt nc lc c lm lnh vo ly trc khi khch vo 5 pht
Bc 2 : Mi khch: Ko gh ra pha sau bng hai tay, khi khch ngi y gh vo
Bc 3 : Hi nc phc v cho khch v tri khn n

22

Bo co thc tp

SVTH: NGUYN TH KIU DIM

Bc 4 : Phc v bnh m v b: Phc v bn tay tri ca khch

Bc 6 : Phc v nc ung v ru: Phc v bn tay phi ca khch
Bc 7 : Phc v mn u tin (Salad): Ly n t bp v phc v bn tay phi
Bc 8 : Kim tra bnh m, b, nc ung: Gp thm bnh m v rt thm nc
Bc 9 : Phc v mn th hai (sp): Ly sp t bp phc v bn tay phi cng vi
da lt
Bc 10 : Phc v bnh m, b, kim tra bnh m, b, nc ung, gt tn bn tay
tri ca khch
Bc 11 : Phc v mn chnh (Lamb): Ly n t bp v phc v bn tay phi.
Lu : Nc st, m tt bn tay tri.
Bc 12 : Phi bn: Phi bn bn tay tri ca khch bng napkin hoc chuyn
dng trn da
Bc 13 : Ko mung na trng ming: Ko mung v na t pha trn xung,
mung bn phi v na bn tri.
Bc 14 : t tch tr, c ph, h ng, sa: t b tch tr bn phi khch
Bc 15 : Phc v trng ming (Cheese cake): Ly n t bp v phc v bn tay
phi
Bc 16 : Phc v tr, c ph: Hai tay cm hai bnh tr v c ph v n mi khch
Bc 17 : Khch v: Dng hai tay ko gh ra khi khch ra v.
Tic Buffet: Buffet ng v Buffet ngi
Quy trnh set up bn cho tic buffet ngi cng tng t nh tic Western, ch khc
ch b dng c n cho 1 khch n gin hn, khng c da v dao b cng nh da
bnh m v khay dng b, khng c tch tr v ly ru.

23

Bo co thc tp

SVTH: NGUYN TH KIU DIM

Quy trnh phc v:

Buffet ngi: - Chun b tray v kim tra trn ca tray trc gi phc v
- Mi nc khch ang ngi bn c phn b v tr
- Bng nc v phc v nc cho khch
- Dn dp da d khch dng xong v lun gi li b dao na chnh
- Chm nc v dn dp d ca khch theo quy tc xen k
- Kt thc tic dn tt c v chun b set up li cho ngy hm sau

Buffet ng: - Chun b tray v kim tra l tray khng b trn trc gi phc v
- Cm tray bng nc v i vng vng mi nc khch
- Cm tray dn d
- Tip tc mi nc khch
- Mi nc v dn thc n d l hai qu trnh xen k nhau
- Kt thc tic:dn tt c mi th v set up li cho ngy mai

Tic Cocktail
V tic Cocktail ch yu l phc v cc loi thc ung (Cocktail, soft drink,) v
Finger food nn vc set up phng cng nh cch by tr v cc dng c kh n
gin, ch yu l set up cc bn Cocktail (bn king), c th t thm mt hoc hai
Station (Line) thc n c dng a v na/dao/mung,
V tr ca cc bn Cocktail hay cc Station thc n v quy Bar cn phi cn i v
ph hp.
1. Bn cocktail c t trong phng, s lng bn tu theo s lng khch.
24

Bo co thc tp

SVTH: NGUYN TH KIU DIM

2. Bn c ph bng khn v trang tr skirt hoc khng, khn v skirt phi

sch s c i ngay ngn.
3. Trn bn cocktail phi c hoa chnh gia, gt tn, khn giy, h tm
4. Line buffet c 3 thnh phn chnh: mn khai v, mn nng v trng ming
(trng hp khch yu cu).
5. Thc n v quy bar phi sn sng t nht 30 pht trc khi khch n.
6. Trong bui tic, mt s nhn vin phc v ly nc ung i li mi khch, s
cn li dn da v ly d.
7. Mt s nhn vin phc v bng bnh canapes i mi khch (food around).
Nc ung i km ch yu l bia v nc gii kht, i khi c ru mnh pha s
a, v mt s loi Cock tail theo yu cu. nhng tic sang trng thng c thm
Champagne. im c trng ca bui tic Cocktail l thi gian ko di bui tic
thng khng qu 2 ting.
Mt thc n tic cocktail thng i km nh gi cun, ch gi, tht xng khi, xc
xch, Nc ung ty theo nhu cu ca ch tic nhng v c bn vn l Vang, bia,
cock tail nh
PHN IV: KT QU T C SAU KHI THC TP
Sau 3 thng thc tp trong khch sn New World-mt mi trng l vic chuyn
nghip v nng ng, ti hc hi v tip thu c nhiu k nng, kin thc th t
cng nh tch ly kinh nghim lm vic m ti cho rng n l iu kin cn v
ti c th thnh cng trong cng vic. Ti hiu rng:
- D l nhn vin chnh thc, nhn vin thi v hay thc tp sinh u ng vai tr l
ngi phc v cho khch nn mi ngi cn h tr nhau hon thnh tt cng
vic v lm hi lng khch hng. Nu teamwork quan trng i vi cc b phn
khc th teamwork ng vai tr l cha kha thnh cng trong b phn Banquet.

25

Bo co thc tp

SVTH: NGUYN TH KIU DIM

- Tnh k lut, bit cch qun l thi gian, c trch nhim vi bn thn cng nh
cng vic v tinh thn t gic- l tc phong chuyn nghip ca mt ngi nhn
vin.
- C kh nng thch nghi vi mi trng mi, thn thin, vui v v ha ng vi mi
ngi l mt trong nhng li th to dng nn mi quan h tt.
- L thuyt v thc hnh cn phi i i vi nhau bi v l thuyt l nn tng ca
thc t cng nh t thc t rt ra kin thc (l thuyt).
- S t m, chu o, cn thn v bit cch x l tnh hung cng nh linh hot trong
cng vic l nhng t cht cn thit trong ngnh dch v.
- xy dng hnh nh cho khch sn, trc ht cn phi xy dng mt i ng
nhn vin nng ct, c nng lc v nim am m vi ngh. V nhn vin chnh l
b mt ca khch sn l n tng u tin ca khch hng v l yu t quyt nh
n nh gi ca khch hng.
- Cch qun l, t chc v nguyn tc hot ng ca khch sn l mt chui lin tip
tt c cc hot ng ca tng b phn. V tt c cc b phn trong khch sn u c
mi quan h cht ch vi nhau: h tr v gn kt.
Vi mc ch ra phn u, ti c bn t c c 5 mc tiu: ti bit
cch set up mt bn tic cng nh cch phc v theo tiu chun 5 sao i vi tt c
cc loi tic v hi ngh. Da vo E.O, ti c th bit c khch cn g v ti phi
lm g p ng ng nhu cu ca khch. Khi gp tnh hung bt ng, ti khng
cn cm thy bi ri hay lo lng thay vo ti c th bnh tnh, t tin v linh hot
gii quyt tt nhng vn m ti gp v tri qua. Sau t thc tp ny, ti thy
rng mnh hon ton ph hp vi ngh m ti chn: ti tht s yu ngh, ti am
m n v ti c kh nng p ng cng nh lm hi lng khch hng. Ti nhn ra
im yu ca mnh l cha ch ng trong cng vic, mt s vn v ngoi ng v
cch qun l tt thi gian. V ti cn phi ci thin chng c t thc tp tt hn
vo nm 3.

26

Bo co thc tp

SVTH: NGUYN TH KIU DIM

V/ THUN LI V KH KHN
1/ Kh khn
Vn thi gian: V thi gian thc tp l 3 thng nn ti ch c th thc tp
1 b phn trong khch sn, mun thc tp b phn khc cn phi c
thi gian nhiu hn v nh vy s nh hng n vic hc.
Hn ch v ngoi ng: Ti ch thng tho 1 ngoi ng l ting Anh nn i
khi gp 1 s khch ni chuyn bng ting Hn, Nht hay Hoa th ti rt
lung tng v ti khng hiu khch mun g v ngc li khch cng khng
hi ti.
Phi ch ng trong cng vic: v ti ngh s c ngi ch dn tng bc
mt, nhng khng phi vy, ti phi t quan st nhn cc anh ch lm vic
nh th no t m lm theo. Ch nhng iu khng bit hoc c thc
mc th mi hi.
y l ln u tin ti c lm vic ti mt khch sn 5 sao nn cn rt
nhiu iu b ng, khng bit mnh phi lm g v phi bt u nh th
no. V nhng g hc trng i cht c khc bit so vi thc t nn
lc u cn hay phm li.
Mi trng lm vic trong khch sn rt cnh tranh v i khi bt ng v
quan im nn c lc gy c ch v tm l dn n lm vic khng hiu
qu.

2/ Thun li

Nh trng v thy c trong Khoa Du Lch to mi iu kin v c hi

ti c th tm ni thc tp theo nguyn vng ca mnh, ng thi vic sinh
vin t lin h xin thc tp gip ti khng phi b ng khi i xin vic sau ny.

S gip nhit tnh ca cc bn thc tp sinh v cc anh ch nhn vin chnh

thc trong khch sn New World gip ti vt qua s b ng, l lm khi
ln u tin thc tp ti khch sn. Cng nh m ti t tin hn v dn dn
quen vi cng vic v mi trng lm vic.

27

Bo co thc tp

SVTH: NGUYN TH KIU DIM

Mi trng lm vic chuyn nghip thn thin v chnh sch u i i vi

thc tp sinh (c nhn lng 60 USD/thng) to ng lc ti hon
thnh tt nhim v ca mnh.

Kin thc nghip v khi hc trng gip ti rt nhiu. Ti nhn thy

rng, khong 70% nhng l thuyt m ti hc c p dng. iu ny
khng ch thun li khi tip xc thc t m n cn trm khuyt i nhng l
hng l thuyt, chng b sung v hon thin cho nhau.

Trong khi thc tp ti c tip xc trc tip vi khch hng l ngi nc

ngoi- n t nhiu quc gia khc nhau. Nh m ti c th ci thin kh
nng ngoi ng v hiu nhiu hn v vn ha ca mt s nc nh Nht, Hn,
Trung Quc, Malaysia, Singapo

Khch sn cung cp cc ti liu, thng tin cn thit kh y gip ti c

th hon thnh bi bo co thc tp ny c tt hn.

Trong thi gian thc tp, ti bit thm rt nhiu t ting Anh chuyn ngnh
qua vic giao tip vi khch v cc anh ch ng nghip

Qu trnh thc tp gip ti c ci nhn ng hn v ngnh m mnh ang theo

ui, gp nht nhng kinh nghim t mi trng thc t lm nn tng kin
thc vng chc cho cng vic trong tng lai.

VI/ KT LUN V KIN NGH

1/ Kin ngh n nh trng v khch sn
- Nh trng nn thit lp mi quan h vi cc nh hng, khch sn to
iu kin gip cho sinh vin trong vic tm kim ch thc tp. V vo dp
h, vic xin thc tp l rt kh (mt s khch sn khng nhn sinh vin thc
tp).
- Khoa Du Lch cn tng cng t chc cc bui hi tho, seminar, v n rt
hu ch cho sinh vin Nh hng-khch sn, gip sinh vin c th tip cn
thng tin mt cch chnh xc.
28

Bo co thc tp

SVTH: NGUYN TH KIU DIM

- Ting Anh l mt ngoi ng bt buc c th lm vic trong mi trng

quc t. V vy, nh trng nn tng thm s tit hc cng nh cho sinh vin
tip cn su hn vi ting Anh chuyn ngnh Nh hng-khch sn.
- Ngoi ng 2 l mt li th cnh tranh trong vic tm ni thc tp cng nh
xin vic i vi sinh vin Du lch. V th nh trng cng nn tng cng
thm s tit hc p ng nguyn vng ca nhiu sinh vin.
- Thi gian qui nh cho sinh vin Nh hng- khch sn i thc tp qu st vi
k ngh h nn sinh vin kh tm c ni thc tp tt trong thnh ph.
Ngoi ra, thi gian thc tp li qu ngn (ch khong 2 thng) nn ti khng
th thc tp c 2 hay 3 b phn trong t thc tp. l phn hn ch ln
nht trong vic tip cn cng nh c thu thp kin thc thc t trong lnh
vc Nh hng-khch sn. Nh trng c th sp xp thi gian thch hp hn
ng thi ni rng thi gian thc tp cho sinh vin.
- Khch sn nn lun phin thay i nhn s gia hai ca lm vic, thng l ca
sng v ca chiu. V cng vic ch yu ca nhn vin ca sng l phc v hi
ngh, cn i vi ca chiu l set up phng v phc v tic. Mc ch:
+To iu kin cho nhn vin thc tp va bit cch phc v hi ngh va nm
r v cc loi tic v quy trnh phc v.
+Trnh gy chn nn khi cng vic c c lp i lp li mt ca lm vic
trong thi gian di.
-Khch sn nn t chc cc bui hc training cho thc tp sinh trc khi bt u
lm vic hn ch nhng thiu st trong khi phc v khch.

29

Bo co thc tp

SVTH: NGUYN TH KIU DIM

2/ Kt lun
Sau ba thng thc tp ti khch sn New World ti hc tp c rt nhiu
iu trong cng vic, t cc k nng nghip v cho n nhng kinh nghim lm
vic. Ti cm thy mnh trng thnh hn rt nhiu: c kh nng giao tip v to
c mi quan h vi mi ngi xung quanh. Ngnh m ti ang theo hc thc t
khng phi l mt mu hng nh nhiu sinh vin thng ngh: n vt v v phi
ng hoc bng b; ngy l mi ngi i chi th mnh phi i lm. Ch khi tht
s yu ngh v c nim am m vi n th mi ngi mi c th gn b lu di v
tim thy nim vui trong cng vic. V ch c tri nghim thc t ti mi c th
khng nh c nng lc ca bn thn: hc l thuyt l mt chuyn nhng c c
p dng c vo thc t hay khng li l chuyn khc.

PH LC
1. Ti liu tham kho: www.saigon.newworldhotels.com/ ; v mt s ti liu
lu hnh ni b ca khch sn.
2. Ch thch t chuyn ngnh
Set-up: B tr v nh v bn, gh hay cc dng c khc trong phng
Re- set-up: B tr li cc vt dng hay dng c trong phng
Briefing: hp trc gi phc v
Lay-out: M hnh by tr bn trc v trn giy
Coffee Break: Gi gii lao gia ca hp, c km n ung
Coffee Break: Gi gii lao gia ca hp, c km n ung
Causual Labour (CL): Nhn vin thi v

30

Bo co thc tp

SVTH: NGUYN TH KIU DIM

Mt s hnh nh v tic

Hnh 1: Bn tic Chinese

Hnh 2: Bn tic Western

Hnh 3: Bn tic Buffet

31