TNG CC DU LCH

CNG HA X HI CH NGHA VIT NAM

c lp - T do - Hnh phc

S:02/2001/Q-TCDL
H Ni, ngy 27 thng 4 nm2001
QUYT NH CA TNG CC TRNG TNG CC DU LCH
V vic b sung, sa i Tiu chun xp hng khch sn
TNG CC TRNG TNG CC DU LCH
- Cn c Ngh nh s 15/CP ngy 2-3-1993 ca Chnh ph v nhim v quyn
hn v trch nhim qun l nh nc ca B, c quan ngang B;
- Cn c Ngh nh s 20/CP ngy 27-12-1992 v Ngh nh s 53/CP ngy 7-81995 ca Chnh ph quy nh v chc nng, nhim v, quyn hn v t chc b my
ca Tng cc Du lch;
- Cn c Ngh nh s 39/2000/N-CP ngy 24-8-2000 v c s lu tr du lch;
- Cn c Quyt nh s 107/TCDL ngy 22-6-1994 ca Tng cc Du lch v vic
ban hnh tiu chun xp hng khch sn du lch;
- Nhm hon thin tiu chun, bo m ph hp vi tiu chun quc t v hin
trng cc khch sn trong tnh hnh hin nay;
- Theo ngh ca V trng V Khch sn,

QUYT NH:
iu 1. Ban hnh km theo Quyt nh ny bn quy nh tiu chun v biu im
xp hng khch sn theo 5 hng (t 1 n 5 sao), c b sung, sa i trn c s
tiu chun v biu im ban hnh ti Quyt nh s 107/TCDL ngay 22-6-1994 ca
Tng cc Du lch.
iu 2. Tiu chun ny c hiu lc k t ngy k, nhng quy nh trc y tri
vi Quy nh ny u bi b.
iu 3. Cc ng, b Chnh Vn phng, V trng cc V ca Tng cc Du lch,
Gim c S Du lch (S Thng mi - Du lch), Gim c cc khch sn chu trch
nhim thi hnh Quyt nh ny.
KT. TNG CC TRNG TNG CC DU LCH
Ph Tng cc trng
( k)
V Tun Cnh

QUY NH
V tiu chun xp hng khch sn
(Ban hnh km theo Quyt nh s 02 /2001/Q-TCDL
ngy 27 thng 4 nm 2001 ca Tng cc Du lch )
Khch sn l cng trnh kin trc c xy dng c lp, c quy m t 10 bung
ng tr ln, bo m cht lng v c s vt cht, trang thit b, dch v cn thit phc
v khch du lch.
Khch sn t tiu chun xp hng t 1 n 5 sao: l khch sn c c s vt
cht, trang thit b, cht lng phc v cao, p ng c nhu cu a dng ca khch
du lch v n, ngh, sinh hot, gii tr theo tiu chun ca tng hng, ph hp vi tiu
chun quc t, c nh gi thng qua cc ch tiu:
1.V tr, kin trc
2.Trang thit b, tin nghi phc v
3. Dch v v mc phc v
4. Nhn vin phc v
5. V sinh
Khch sn hng cng cao, yu cu cht lng phc v, trang thit b tin nghi,
s lng cc dch v cng phi y , hon ho, p ng c yu cu a dng ca
khch.
A- YU CU CHUNG
1. V tr, kin trc
- V tr : Khch sn phi c xy dng cch bnh vin, trng hc t nht 100
mt cn c vo ranh gii gia hai c s; khng c nm trong hoc lin k khu vc
quc phng, an ninh v cc mc tiu cn c bo v theo quy nh hin hnh.
- Thit k kin trc:
- Dy truyn phc v gia cc b phn v trong tng b phn dch v trong
khch sn : c b tr hp l, bo m thun tin, mt chiu.
- Bng tn; hng khch sn; ph hiu khch sn (nu c) : c t ni d
thy (k c ban ngy v ban m).
- Ca ra, vo ca khch sn : c b tr thun tin, ti thiu phi c 2 ca, ca
dnh ring cho khch v ca dnh ring cho cn b, cng nhn vin phc v trong
khch sn.
- Ch xe : Khch sn phi b tr ch xe cho khch.
- Bung : Din tch ti thiu ca bung ng, phng v sinh (m 2)
2

+ Bung ng:
+ Bung 2 phng: 22 m2
+ Bung n : 9 m2
+ Bung i: 14 m2
+ Bung 3, 4 ging:18 m2
+ Phng v sinh:4 m2
Cc khch sn phc v khch vi mc ch ngh dng (ngh bin, ngh ni...)
nn c din tch t thm ging th 3 (trong trng hp khch yu cu).
+ Snh : Snh n tip (ni c ca ra, vo chnh ca khch sn) phi rng
n khch, ph hp vi quy m ca khch sn.
+ Phng v sinh cc khu vc cng cng (khu vc n tip, phng n...) c
phng cho nam v n ring.
2. Trang thit b, tin nghi phc v:
- H thng in :
+ chiu sng m bo theo yu cu ca tng khu vc.
+ n cp cu phng khi c s c xy ra.
+ Cung cp in y 24/24 gi cho sinh hot v phc v.
- H thng nc :
+ Nc cho sinh hot v phng chy, cha chy 24/24 gi.
+ Cp nc nng : 24/24 gi.
+ H thng x l nc thi v cht thi, m bo tiu chun v v sinh mi
trng.
- Trang thit b phng chy, cha chy : C h thng bo cu ho v phng
tin phng chy, cha chy.
- Phng v sinh cng cng : c trang b my h tay, hoc khn tay, giy lau tay.
3. Dch v v mc phc v
Cc dch v c qui nh theo tng hng khch sn v phi lun sn sng phc
v.
4. Nhn vin phc v
- V nghip v : Nhng ngi qun l v nhn vin phc v phi qua o to v
b tr theo ng nghip v chuyn mn.
- V sc kho : Nhng nhn vin phc v phi qua kim tra sc kho (c giy
chng nhn).
- V trang phc : Nhng ngi qun l v nhn vin phc v phi mc ng
phc ng theo quy nh ca khch sn i vi tng chc danh v tng b phn dch
v trong thi gian lm vic ti khch sn.
5. V sinh
3

Thc hin cc bin php bo m yu cu v v sinh trong cc lnh vc sau :

+ V sinh mi trng, cnh quan xung quanh khch sn
+ V sinh cc khu vc trong khch sn.
+ V sinh trang thit b, dng c phc v khch.
+ V sinh thc phm.
+ V sinh c nhn (i vi nhn vin phc v)
B-YU CU I VI TNG HNG
I-Yu cu v v tr, kin trc
Cc ch tiu
1 sao
2 sao
3 sao
4 sao
5 sao
1. V tr
- Giao thng - Giao thng - Giao thng - Giao thng - Giao thng
thun tin
thun tin
thun tin
thun tin
thun tin
- Mi trung, - Mi trung, - Mi trung - Mi trung - Mi trung
cnh quan
cnh quan
cnh quan
cnh quan
cnh quan
m bo v m bo v sch, p
sch, p
sch, p
sinh
sinh
2. Thit k
- Thit k kin - Thit k kin - Kin trc, xy- Kin trc, xy- Kin trc c
kin trc
trc t tiu trc t tiu dng p, vt dng kiu
bit, kiu dng
chun, c th chun, vt liu liu xy dng dng p, vt p, vt liu
s dng thit xy dng tt tt, ni ngoi liu xy dng xy dng cao
k mu
tht c thit cht lng
cp. Ni ngoi
k hp l
cao, ni ngoi tht c thit
tht c thit k p, trang
k hp l, p nh, ton cnh
c thit k
thng nht
3. Qui m
- C ti thiu - C ti thiu - C ti thiu - C ti thiu - C ti thiu
khch sn (s 10 bung
20 bung
50 bung
80 bung
100 bung
lng bung)
4. Khng gian - Chu cy - C sn tri, - C sn,
- Khng bt
- C sn v
xanh
xanh t
chu cy xanh vn cy xanh buc i vi vn rng
nhng ni
nhng ni (Khng bt
cc khch sn (Khng bt
cng cng
cng cng
buc i vi trung tm
buc i vi
cc khch sn thnh ph)
cc khch sn
trung tm
trung tm
thnh ph)
thnh ph)
5. Khu vc - C ni gi - C ni gi xe - C ni gi xe - Ni gi xe Ni gi xe
gi xe
xe cho khch cho khch
cho khch
trong khu vc trong khu vc
ngoi khu vcngoi khu vc ngoi khu vc khch sn, khch sn,
khch sn
khch sn
khch sn
cho 30 % tng cho 50 % tng
s bung
s bung
(Khng bt
(Khng bt
buc i vi buc i vi
cc khch sn cc khch sn
xy dng
xy dng
trc ngy
trc ngy
4

Cc ch tiu

1 sao

2 sao

3 sao

4 sao
5 sao
1/1/1995 )
1/1/1995 )
6. Cc loi
- Phng n - Phng n
- Cc phng - Cc phng - Cc phng
phng n,
- Bar thuc - Bar thuc
n
n u,
n u,
ung
phng n
phng n
- Bar
- Cc phng - Cc phng
tic
tic
- Phng n
- Cc phng
c sn
n c sn
- Bar
- Cc bar
- Bar m (c - Bar m (c
sn nhy v sn nhy v
dn nhc)
dn nhc)
7. Khu phc - Phng lm - Phng lm - Phng lm - Phng lm - Phng lm
v hnh chnhvic ca
vic ca Gim vic ca Gim vic ca Gim vic ca Gim
Gim c,
c, Ph Gim c, Ph Gim c, Ph Gim c, Ph Gim
Ph Gim
c
c
c
c
c
- Phng
- Phng tip - Phng tip - Phng tip
- Phng
nghip v
khch
khch
khch
nghip v
chuyn mn - Cc phng - Cc phng - Cc phng
chuyn mn - Phng trc nghip v
nghip v
nghip v
- Phng trc (chung cho tt chuyn mn, chuyn mn, chuyn mn,
(chung cho c cc bung k thut
k thut
k thut
tt c cc
trong khch - Phng trc - Phng trc - Phng trc
bung trong sn)
tng
tng
tng
khch sn) - Phng cho - Phng cho - Phng cho - Phng cho
- Phng cho nhn vin
nhn vin
nhn vin
nhn vin
nhn vin
phc v :
phc v :
phc v :
phc v :
phc v :
+ Phng thay + Phng thay + Phng thay + Phng thay
+ Phng thay qun o
qun o ring qun o ring qun o ring
qun o
+ Phng tm, cho nam v ncho nam v ncho nam v n
+ Phng tm, v sinh
v sinh
+ Phng tm, + Phng tm, + Phng tm,
- Kho
v sinh ring v sinh ring v sinh ring
- Khu bp,
- Kho
cho nam v ncho nam v ncho nam v n
kho bo qun - Khu bp, kho
thc phm
boqun thc
+ Phng n
+ Phng n
Khu bp:
phm
- Khu git l cho nhn vin cho nhn vin
Tng p
Khu bp :
- Kho
phc v
phc v
gch men s, Tng p
- Khu bp, kho - Khu git l - Khu git l
cao ti thiu 2 gch men s, bo qun thc - Kho
- Kho
m, sn lt vt cao ti thiu 2 phm
- Khu bp,
- Khu bp, kho
liu chng
m sn lt vt Khu bp :
kho bo qun bo qun thc
trn
liu chng
+Tng phi thc phm
phm
trn.
p gch men Khu bp :
Khu bp :
s, cao ti
+ Tng p +Tng p
thiu 2 m, sn gch men s, gch men s,
lt vt liu
cao ti thiu 2 cao ti thiu 2
C h thng
chng trn
m, sn lt vt m, sn lt vt
5

Cc ch tiu

1 sao
thng gi tt

2 sao
C h thng
thng gi tt

3 sao
+Khu vc ch
bin thc n
nng, ngui
c tch
ring
C h thng
thng gi tt

4 sao
5 sao
liu chng trnliu chng trn
+ Khu vc ch + Khu vc ch
bin thc n bin thc n
nng, ngui, nng, ngui
bp bnh ringring bit
bit
+ Trang b
+ Trang b kho lnh, cc
kho lnh, cc kho thng
kho thng thong
thong
+ C ca cch
+ C ca cch m, cch nhit
m, cch nhit v cch mi,
v cch mi, phng m
phng m
gia bp v
gia bp v phng n.
phng n.
C h thng
C h thng thng gi tt
thng gi tt

II- Yu cu v trang thit b, tin nghi

Cc ch tiu 1 sao
2 sao
1. Yu cu v - Cht lng - Cht lng
cht lng m bo
kh. Bi tr hi
m thut cc Bi tr hi ho ho (Tham
trang thit b (Tham kho kho Ph lc
trong cc khu Ph lc 3)
3)
vc (tip tn, i vi bung i vi bung
bung, phng ng :
ng :
n, bp v
- Trang tr ni - Trang tr ni
cc dch v tht hi ho, tht hi ho,
khc )
nh sng nh sng.
lng kh
Trang thit b
ng b, cht
lng tt

2. Yu cu v
thm

3 sao
- ng b,
cht lng
tt.
Bi tr hi ho
(Tham kho
ph lc 3)
i vi bung
ng :
- Trang tr ni
tht hi ho,
nh sng.
Trang thit b
ng

4 sao
5 sao
- ng b,
- ng b,
cht lng
hin i, cht
cao.
lng cao,
Bi tr hi ho, trang tr ngh
thun tin
thut, hp dn
(Tham kho (khuyn khch
Ph lc 3)
mang tnh dn
i vi bung tc). (Tham
ng :
kho Ph lc
- Trang tr ni 3)
tht p, hi i vi bung
ho, nh ng :
sng. Trang - Trang tr ni
thit b ng tht p, hi
b, cht lng ho, nh
cao.
sng. Trang
thit b ng
b, hin i
cht lng cao
- C thm tri - C thm cht - C thm tri
ton b trong lng cao tri cht lng cao
bung ng
ton b trong tri ton b
bung ng,
trong bung
6

Cc ch tiu

1 sao

2 sao

3 sao

4 sao
5 sao
hnh lang, cu ng, hnh
thang.
lang, cu
thang
3. Thit b
- m bo
- m bo
- C iu ho - C iu ho - C iu ho
iu ho
thng thong thng thong nhit cc nhit cc nhit trung
thng thong cc khu
cc khu vc khu vc cng khu vc cng tm cc khu
trong cc khu vc
cng
cng
vc cng cng
vc chung
4. H thng
- C h thng - C h thng
lc nc
lc nc, c lc nc, c
th ung trc th ung trc
tip.
tip
5. Thang my - T 4 tng - T 4 tng tr - T 3 tng tr - T 3 tng tr - T 3 tng tr
tr ln c
ln c thang ln c thang ln c thang ln c thang
thang my
my ring cho my ring cho my ring cho my ring cho
ring cho
khch, cho
khch, cho
khch, cho
khch, cho
khch, cho nhn vin
nhn vin
nhn vin
nhn vin
nhn vin
phc v v
phc v v
phc v v
phc v v
phc v v hng ho
hng ho
hng ho
hng ho
hng ho
- C thang
- C thang
my phc v my phc v
khch b tn khch b tn
tt
tt
6. Trang thit Xem Ph lc - Nh 1 sao - Nh 2 sao - Nh 3 sao + kho in
b bung ng s 1
C thm :
C thm :
C thm :
t dng th
vi :
g :
in :
+ Tm ph
+ Bn salon, 2 + Bng iu
chn
gh
khin cnh
+ Tm ph
+ Bn trang ging (iu
ging
im, gh
khin cc
in :
in :
in)
+ Chung gi + Ti vi cho
+ Ti vi mu vi
ca
100% tng s mch VIDEO
+ Ti vi cho 90 bung
cho 100% tng
%
+ iu ho
s bung, c
tng s bung, nhit cho trung tm pht
c ng ten v 100 % tng s hnh ca
tinh
bung
khch sn.
+ iu ho
+ T lnh (mini + Radio
nhit cho bar) cho 100% casette hoc
90 % tng s tng s bung h thng nhc
bung
+ Thit b bo trung tm ca
+ T lnh cho chy
khch sn
90 % tng s Cc loi khc : + My FAX
bung
cho nhng
Cc loi khc : + Tranh treo bung c bit
7

Cc ch tiu

1 sao

2 sao

3 sao
4 sao
tng
+ Bn chi
+ B n
nh giy, bn hoa qu, dng
chi qun o c m bia,
ru
+ Mt nh
giy
7. Trang thit - Xem Ph lc- Nh 1 sao - Nh 2 sao - Nh 3 sao
b phng v s 2
C thm :
C thm :
sinh
+ Bn tm
+ Bn tm
nm (hoc
nm (hoc
phng tm
phng tm
knh) cho 50 %knh) cho 100
tng s bung % tng s
+ in thoi bung
+ My sy tc + o chong
+ Mn che bn sau khi tm
tm
+ M tm
+ Nc gi
u
+ Dao co ru
+ Bng ngoy
tai
+ Ti ny lng
b giy v
sinh ph n

5 sao

- Nh 4 sao
C thm :
+ Bn tm
nm (cho
100% s
bung)v
phng tm
knh (cho 30%
tng s bung
+ Du xoa da
+ Cn kim tra
sc kho
+ Thit b v
sinh cho ph
n (bi)
+ Bng v sinh
ph n

III-Yu cu cc dch v trong khch sn v mc phc v

Cc ch tiu
1. Phc v
bung

1 sao
2 sao
3 sao
4 sao
5 sao
- Thay ga, gi - Nh 2 sao - ng b,
- Nh 3 sao - Nh 4 sao
ging ng 1 C thm :
cht lng
C thm :
C thm :
ln/ 2 ngy - t phong b, tt.
- Thay khn - V sinh
- Thay khn giy vit th, Bi tr hi ho mt, khn tm phng 2 ln/ 1
mt, khn
bn thnh (Tham kho 2 ln/ 1 ngy ngy
tm 1 ln/1 ph
Ph lc 3)
- t hoa ti
ngy
i vi bung (hng ngy)
- V sinh
ng :
- t qu ti
phng hng
- Trang tr ni (hng ngy)
ngy, nim
tht hi ho, - t bo, tp
phong thit b
nh sng. ch (hng
v sinh v
Trang thit b ngy)
cc
ng b
- Nhn vin
trc bung
24/24h
2. Phc v n - S gi phc - S gi phc - S gi phc - S gi phc - S gi phc
ung
v n, ung, v n, ung, v n, ung, v n, ung, v n, ung,
gii kht t 6 gii kht t 6 gii kht t 6 gii kht t 6 gii kht 24/24
n 22 gi
n 22 gi
n 24 gi
n 24 gi
gi
- Cc loi
- Phc v n, - Phc v n - Phc v n - Phc v n
dch v n, ung ti bung ung ti bung ung ti
ung ti bung
ung : phc nu khch c nu khch c bung nu
nu khch c
v cc mn yu cu
yu cu
khch c yu yu cu
n u, , tic - Cc dch v - Cc dch v cu
- Phng n
vi s lng n, ung: phc n, ung :
- Phng n
c sn phc
cc mn n v cc mn n phc v cc c sn phc v t 6 - 24
hn ch v u, , tic vi mn n u, , v t 6 - 24
gi
cc mn n s lng mn tic vi s
gi
- Cc dch v
d ch bin; n phong ph lng phong - Cc dch v n ung : phc
phc v mt hn v cc
ph, ch bin n ung : phc v cc mn n
s loi nc loi mn n
c cc mn v cc mn n u, , tic cao
gii kht
ch bin i n c k thut u, , tic cao cp, c c
thng dng hi k thut
cao, m bo cp; phc v sn Vit Nam,
cao hn so vi cht lng tt; nc gii kht quc t; phc
cc khch sn phc v nc cc loi (do
v nc gii
1 sao; phc v gii kht cc khch sn t kht cc loi
mt s loi
loi (do khch pha ch). Mn (do khch sn
nc gii kht sn t pha
n, ung t pha ch).
ch)
cht lng
Mn n,
cao, thc n ung cht
thng xuyn lng cao,
thay i
thc n
- Phc v n thng xuyn
9

Cc ch tiu

3. Cc dch
v b sung
khc

1 sao

2 sao

3 sao

4 sao
5 sao
sng t chn thay i
- Phc v n
sng t chn
-n tip
- Nh 1 sao - Nh 2 sao - Nh 3 sao - Nh 4 sao
(Reception) C thm :
C thm :
C thm :
C thm :
trc 24/24 gi- Nhn gi tin - Cho thu vn - Ca hng
- Phng chiu
v vt qu ho phm,
lu nim, bch phim hoc ho
- Nhn gi
(c phng an dng c th ho, m phm nhc
tin v vt ton)
thao
(thay quy lu - Phng hi
qu (ti l
- Quy lu
- Phng hp nim m
ngh vi cc
tn)
nim, m
- Phng khiu phm)
thit b phc v
- i tin
phm
v
- Phng ct
hi ngh v
ngoi t
- Ly v my - Dch v xe tc nam, n thit b dch
- Dch v bu bay, tu xe
taxi (c xe t - Ly v xem thut
in gi th
ca khch
nhc, kch
- Cho thu t
cho khch
sn)
- Git l ly
(khch t li)
- nh thc
- Cc dch v : ngay trong
- Thng tin :
khch
Bn tem, gi ngy
Bu in v
- Chuyn
th, fax, ra - nh giy, quy thng tin
hnh l cho
nh, nh
sa cha giy. - May o
khch t xe
my,
- Dch v thm
ln bung
photocopy
- Chp nh, m
ng
- Dch v
quay Video
- Sn tennis
- Git l
thng tin
- Phng hi
- Dch v cho
- Dch v y t,
- in thoi
ngh c phin ngi tn tt
cp cu : c
trong bung : dch
(tin nghi,
t thuc vi
Gi c lin - Dn nhc
phng cho
cc loi thuc
tnh, thnh ph - Dch v dch ngi tn tt,
cp cu
trc tip t
thut
ngi phc
thng dng
phng
- Cu lc b v)
- in thoi
- B bi (vng gii tr
- Trng gi tr
cng cng
bin)
- Phng tp
- in thoi
- Xe y cho th thao
trong phng:
ngi tn tt - Phng xng
Gi c lin
hi, xoa bp
tnh v Quc
- Phng y t
t thng qua
nh
in tn vin
- B bi
- Sn tennis
(vng bin )

10

IV-Yu cu v nhn vin phc v

Cc ch tiu
1. Chuyn
mn, nghip
v, hnh
thc

1 sao
2 sao
3 sao
4 sao
5 sao
i vi cn i vi cn b i vi cn b i vi cn b i vi cn b
b qun l
qun l khch qun l khch qun l khch qun l khch
khch sn
sn (Gim
sn (Gim
sn (Gim
sn (Gim
(Gim c) c)
c)
c)
c)
- Trnh vn - Trnh vn - Trnh vn - Trnh vn - Trnh vn
ho : i hc ho : i hc ho : i hc ho: i hc ho: i hc
- Trnh
- Trnh
- Trnh
- Trnh
- Trnh
chuyn mn : chuyn mn : chuyn mn : chuyn mn :
chuyn mn : + qua kho + qua kho + qua kho + qua kho
+ qua
hc qun tr hc qun tr hc qun tr hc qun tr
kho hc
kinh doanh
kinh doanh
kinh doanh
kinh doanh
qun tr kinh khch sn
khch sn
khch sn
khch sn
doanh khch hoc qun l hoc qun l hoc qun l hoc qun l
sn ti thiu 3 kinh t du lch kinh t du lch kinh t du lch kinh t du lch
thng
ti thiu 3
ti thiu 6
ti thiu 1 nm ti thiu 1 nm
+ cng tc thng (nu
thng (nu
(nu khng
(nu khng
ti khch sn khng phi l khng phi l phi l i hc phi l i hc
ti thiu 1
i hc
i hc
chuyn ngnh) chuyn ngnh)
nm
chuyn ngnh) chuyn ngnh)
- Trnh
+ tham gia + tham gia
ngoi ng:
+ cng tc + tham gia cng tc qun cng tc qun
bit mt ngoiti khch sn cng tc qun l (tng phn) l (tng phn)
ng thng
ti thiu 1 nm l (tng phn) trong khch trong khch
dng (bng
trong khch sn ti thiu 3 sn ti thiu 3
B), kh
- Trnh
sn ti thiu 2 nm
nm
nng giao tipngoi ng: bitnm
- Trnh
- Trnh
mt ngoi ng - Trnh
ngoi ng: bitngoi ng: bit
- Hnh thc thng
ngoi ng: bitmt ngoi ng mt ngoi ng
bn ngoi : dng(bng B), mt ngoi ng thng dng thng dng
khng c d kh nng thng dng
mc thng mc thng
tt, c kh
giao tip
(bng C), giao tho
tho
nng giao tip- Hnh thc
tip thng tho - Hnh thc
- Hnh thc
bn ngoi :
bn ngoi :
bn ngoi :
khng c d
- Hnh thc
khng c d
khng c d
tt, c kh
bn ngoi :
tt, phong
tt, phong
nng giao tip khng c d
cch giao tip cch giao tip
tt, phong
lch s, sang lch s, sang
cch giao tip trng
trng
lch s, sang
trng
i vi nhn i vi nhn i vi nhn i vi nhn i vi nhn
vin phc v : vin phc v : vin phc v : vin phc v : vin phc v :
- T l c - T l c -T l c
-T l c
-T l c
o to
o to
o to
o to
o to
11

Cc ch tiu

1 sao
2 sao
3 sao
4 sao
5 sao
chuyn mn, chuyn mn, chuyn mn, chuyn mn, chuyn mn,
nghip v (tr nghip v (tr nghip v (tr nghip v (tr nghip v (tr
nhng lao
nhng lao
nhng lao
nhng lao
nhng lao
ng n
ng n
ng n
ng n
ng n
gin) : 90% gin) : 95%
gin) : 100% gin) : 100% gin) : 100%
- Ngoi ng : - Ngoi ng : - Ngoi ng : Ngoi ng : - Ngoi ng :
Nhn vin
Nhn vin trc Nhn vin trc Nhn vin trc Nhn vin trc
trc tip phc tip phc v tip phc v tip phc v tip phc v
v bit 1
bit 1 ngoi
bit 1 ngoi
bit 1 ngoi
bit 1 ngoi
ngoi ng
ng thng
ng thng
ng thng
ng thng
thng dng dng trong
dng mc dng mc dng mc
trong phm vi phm vi giao thng tho thng tho thng tho
giao dch
dch
- Ngoi hnh Ring tip tn Ring tip tn
- Ngoi hnh - Ngoi hnh cn i, khng vin, in
vin, in thoi
cn i,
cn i, khng c d tt, c
thoi vin,
vin, Maitre d
khng c d c d tt, c
kh nng giao Maitre d Hotel Hotel (mt-tt, c kh
kh nng giao tip (c bit (mt--ten) : ten) : bit 2
nng giao tiptip (c bit i vi nhn bit 1 ngoi
ngoi ng
(c bit i i vi nhn vin trc tip ng thng
mc thng
vi nhn vin vin trc tip phc v)
tho v 1
tho
trc tip phc phc v)
ngoi ng
- Ngoi hnh
v)
trong phm vi cn i, khng
giao tip
c d tt, c
- Ngoi hnh kh nng giao
cn i, khng tip (c bit
c d tt, c
i vi nhn
kh nng giao vin trc tip
tip (c bit phc v)
i vi nhn - Ngoi hnh
vin trc tip cn i, khng
phc v)
c d tt, c
kh nng giao
tip (c bit
i vi nhn
vin trc tip
phc v)
2. Cht lng- Cht lng - Cht lng - Cht lng - Cht lng - Cht lng
v thi phc v v phc v v
phc v v
phc v v
phc v hon
phc v
thi phc thi phc thi phc thi phc ho, thi
v tt
v tt
v tt
v rt tt, tn phc v tn
tnh, chu o tnh, chu o,
lun sn sng lun sn sng
p ng mi p ng mi
yu cu chnh yu cu chnh
ng ca
ng ca
khch
khch.
12

Ph lc 1
TRANG THIT B NI THT BUNG KHCH SN 1 SAO
1- g
- Ging ng
- Bn u ging
- T qun o
- Bn v gh ngi lm vic (c th t thm gng lm bn trang im)
- Bn tr, gh
- Hp mn (trong trng hp c mui)
- Gi hnh l
2- vi
- m mt c vi bc
- Ga tri ging
- Gi
- Chn len c v bc
- Ri che ca 2 lp (vi mng mu sng, vi dy mu ti )
3- in
- in thoi
- n u ging
- n bn lm vic
- n phng
- Ti vi cho 80 % s bung
- iu ho nhit cho 80 % s bung (cn li dng qut in )
- T lnh cho 80 % s bung
4- snh s, thu tinh
- B m chn ung tr (nu khch c yu cu )
- Phch nc (nu khch c yu cu )
- Cc thu tinh
- Bnh nc lc
- Gt tn thuc l
5- Cc loi khc
- Mt thn trn ca bung
- Dy kho xch (kho an ton cho phng ng)
- Mc treo qun o ( trong t )
- Dp i trong nh (mi ging mt i )
- St ng rc
- Ti kim ch
- Ti ng git l
- Cp da ng : cc n phm qung co dch v trong khch sn v gi c, danh
b in thoi, ni quy khch sn, ni quy v s lng trang thit b, bng khng
quy ry

13

Ph lc 2
TRANG THIT B PHNG V SINH KHCH SN 1 SAO
(Trong bung ng ca khch)
- Chu ra mt (Lavabo)
- Bn cu bt c np
- Vi tm hoa sen di ng
- Vi nc nng, lnh (ho c vo nhau)
- Gi knh trn lavabo ( hoc b )
- Gng soi (trn Lavabo)
- Gi treo khn mt, khn tm
- Khn mt v khn tm
- Mc treo qun o khi tm
- X phng tm
- Cc nh rng
- Bn chi nh rng, kem nh rng
- Hp ng giy v sinh v cun giy v sinh
- St ng rc nha c np

14

Ph lc 3
CHT LNG TRANG THIT B CA TNG HNG KHCH SN
(Dng tham kho)
Loi trang thit b
Khch sn loi 1, 2 sao
Khch sn loi 3, 4, 5 sao
I- Bung
1- g
C th dng bn sn,
G cht lng cao (tm, p,
khng b st, xc ..., ng sn, p...)p. Thit k kiu
mu vi cc trang thit b
dng p, ng b v mu
khc trong phng (khng
sc, kiu dng, kch c v
nn dng bn, gh nha)
ng mu vi cc trang thit
b khc trong phng, th hin
c s sang trng, lch s
2- vi
- Ga (bc m, bc gi)
- Ga (bc m, bc gi) dng
dng vi coton trng, khng vi coton trng, khng xy
xy ra tnh trng b ,
ra tnh trng b , thng...
thng...
- Ri 2 lp : Lp dy c th
- Ri 2 lp : Lp dy c
dng bng vi thun
th dng bng vi thun
- Tm ph ging c th
- Tm ph ging c th
dng vi thun (Ri , tm ph
dng vi thun
ging phi cng gam mu,
(Ri , tm ph ging phi ph hp vi mu trang thit b
cng gam mu, ph hp vi khc v mu ca tng)
mu trang thit b khc v
- Khn mt, khn tm bng
mu ca tng)
si bng trng, khng xy
ra tnh trng b ng mu.
- Khn mt, khn tm bng - m : Dng loi dy 20 cm,
si bng trng, khng xy n hi tt
ra tnh trng b ng mu
- Ga (bc m, bc gi) dng
vi coton trng
- Ri 2 lp : Lp dy c th
dng bng vi th, cng; lp
mng bng ren trng.
- Tm ph ging bng vi
th dy (hoc trn bng)
- Thm mn, c kh nng
chng chy (Ri , tm ph
ging, thm tri phi cng
gam mu, ph hp vi mu
trang thit b khc v mu ca
tng)
- Khn mt, khn tm bng
si bng trng, c in chm
biu tng v tn ca khch
sn
3- in
C th s dng iu ho (2 Nn dng iu ho trung tm,
chiu) ring cho tng phng, v tuyn t 21 Inch tr ln, t
15

4- snh s, thu tinh

II- Phng n
1- vi
2- Dng c n, ung

3- g (bn gh)

III- Tip tn (ch yu l

g)

IV- Bp

khng c ting n, khng b

r r; v tuyn c th dng
loi 14 Inch; t lnh 50 lt.
Cc loi in lun m
bo hot ng tt.
- Cc, tch c th s dng
loi bn sn, nhng cn
m bo s ng b
- Lavabo, bn tm, bn cu
c th s dng hng sn
xut ti a phng, khng
tnh trng b , nt.

lnh nh 50 lt.
Cc loi in nn s dng
ca cc hng c cht
lng tt v rt tt.
- Cc, tch nn s dng loi
men trng, c in biu tng,
tn ca khch sn
- Lavabo, bn tm, bn cu
nn dng men trng ca
nhng hng sn xut c cht
lng tt v rt tt.

Khn tri bn bng vi coton Khn tri bn bng vi coton

trng
trng
- Bt, a, chn... c th
- Bt, a, chn... nn dng
dng bn sn, m bo loi men trng, c in biu
ng b, khng tnh trng tng, tn ca khch sn. C
b st
lu ti tnh cht ca tng
loi phng n m s dng
cho ph hp
- Tha, da nn dng bng
Inox (nn c mt s lng
nht nh tha, da bng bc
dng trong nhng ba tic
sang trng)
- a n nn dng bng nha
C th dng bn sn
Dng g c cht lng tt,
(khng nn dng nha) kiu dng p. c bit i
vi gh ngi n nn dng gh
bc m, mu sc trang nh,
hi ho, th hin c s
sang trng, lch s.
- Bn gh trong khu vc tin - Quy tip tn nn dng
snh c th dng mua
bng g cht lng cao (tm,
sn
p, sn, p...) kiu dng
p.
- Bn gh trong khu vc tin
snh nn dng bn, gh
salon, m bc vi th, mu
sc, hi ho, trang nh
- Bn s ch, ch bin, dng - Bn s ch, ch bin nn
c nu lun m bo sch bc bng Inox
s.
- Dng c nu lun m bo
mi, sch.

16

BIU IM XP HNG KHCH SN DU LCH

( Ban hnh km theo Quyt nh s 02/2001/Q- TCDL
ngy 27-4-2001 ca Tng cc Du lch)
17

Tn cng ty:
Tn khch sn::.
a ch khch sn::
Ngy kho st::..
Ngi chm::.
Cc ch tiu

im im
chun thc t
(1)

1.Yu cu v v tr, cht lng kin trc xy dng

1.01. V tr:
- V tr c bit
- V tr tt
- V tr kh
- V tr bnh thng
1.02. Thit k khch sn:
- Khch sn xy dng p, c o, ton cnh c thit
k thng nht
- Khch sn xy dng kh, ni ngoi tht c b tr hp
l
- Khch sn t tiu chun

20
15
10
5
6
4
2

1.03. Thit k khch sn th hin tnh dn tc

1.04. Khng gian xanh:
- C sn v vn rng
- C sn hoc vn nh
- C sn tri, chu cy xanh cc ni cng cng

7
5
3

1.05. Khu gi xe cho khch:

- C ch xe cho 50% s bung khch tr ln
- C ch xe cho 30% s bung khch tr ln
- C ch xe cho 20% s bung khch tr ln
- C ch xe cho 15% s bung khch tr ln
- C ch xe

7
6
5
4
2

1.06-1.07: Tin snh

1.06. Din tch:
(c tnh c din tch bar snh nu khng c vch ngn
gia bar v snh)
- 120m2 tr ln
- 80m2 tr ln

5
4

18

(2)

Ghi ch

(3)

- 60m2 tr ln
- 40m2 tr ln
- 20m2 tr ln

3
2
1

1.07.Thit k ni tht:
- Thit k ni tht rt tt
- Thit k tt
- Thit k kh
- Thit k bnh thng

4
3
2
1

1.08-1.10: Bung ng
1.08. Din tch bung (Ch chm 1 trong 2 trng hp
di y):
* i vi bung i(loi bung 2 ging, tnh cho khch
sn c s phng i chim t l cao nht):
- 18 m2 tr ln
- 14 m2 tr ln
* i vi bung n:(loi bung 1 ging, tnh cho khch
sn c s phng n chim t l cao nht)
- 14m2 tr ln
- 12m2 tr ln
- 09m2 tr ln
1.09. cch m:
- Cch m tt, khng c ting ng bn ngoi vo
- Cch m cha hon ho, nhng ting ng ngoi vo
cng khng nhiu
1.10. Sn nh (phng ng):
- Lt bng vt liu cht lng cao (Thm loi tt)
- Lt bng vt liu cht lng tt
- Lt bng vt liu cht trung bnh
1.11-1.15: Phng v sinh:
1.11: Din tch phng v sinh:
- 7m2 tr ln
- 6m2 tr ln
- 5m2 tr ln
- 4m2 tr ln
1.12. Vt liu xy dng:

2
1

3
2
1
4
2
4
2
1

5
4
3
2

- Lt bng vt liu cht lng cao, ton b

- Lt bng vt liu cht lng tt, mt phn
- Lt bng vt liu cht lng bnh thng

4
2
1

1.13. nh sng tt

2
19

1.14.Thng gi tt
1.15. Thit k ni tht
-Thit k ni tht tt
-Thit k ni tht bnh thng:
1.16 1.18: Phng n, Bar
1.16. Thit k ni tht:
- Thit k ni tht rt tt, hon ho
- Thit k ni tht tt
- Thit k ni tht kh
- Thit k ni tht trung bnh
1.17. V tr phng n: Khng tch ri khu , khch c th
n trc tip
1.18. Cc loi v s lng phng n, ung:
- Phng n (ti thiu 50 ch mi phng, tr phng n c
sn)
+ 3 phng tr ln
+ 2 phng
+ 1 Phng
- Phng tic (ti thiu 20 ch/1 phng)
+ 3 phng tr ln
+ 2 phng
+ 1 phng
- Bar
+ 3 quy ngoi phng n tr ln
+ 2 quy ngoi phng n
+ 1 quy ngoi phng n
+ Quy bar trong phng n
+ Bar m
- Phng n c sn (ti thiu 30 ch /1 phng)
+ 4 phng hoc hn
+ 3 phng
+ 2 phng
+ 1 phng
1.19-1.25 Bp - Kho
1.19. phng tin ngn ting ng, cch mi thc n,
hi nc
1.20. H thng thng gi tt
1.21. Dy chuyn ch bin m bo thun tin, mt chiu
(T khu bo qun s ch n ch bin)
20

2
4
2

5
4
3
1
2

5
3
1
3
2
1
5
4
3
1
2
4
3
2
1
4
3
3

1.22. Din tch tng xng vi quy m phng n trong

khch sn
1.23. Sn nh lt vt liu chng trn
1.24. Tng p gch men s (cao ti thiu 2m)
1.25. kho bo qun thc phm:
2.Trang thit b, tin nghi phc v:
2.01 - 2.11: Bung ng:
2.01.Cht lng trang thit b:
- g:
+ p, sang trng, cht lng cao
+ p, cht lng tt
+ Cht lng kh
+ Cht lng trung bnh
- vi
+ Cht lng cao
+ Cht lng tt
+ Cht lng kh
+ Cht lng trung bnh
- in
+ Cht lng cao
+ Cht lng tt
+ Cht lng kh
+ Cht lng trung bnh
- snh s, thy tinh v cc loi khc:
+ Cht lng cao
+ Cht lng tt
+ Cht lng kh
+ Cht lng trung bnh
2.02. Mc ng b, hi ha:
- Cc loi trang thit b ng b, bi tr p, sang trng
- Cc loi trang thit b ng b, bi tr hi ha
- Cc loi trang thit b ng b, bi tr hp l
2.03. Trang thit b v trang tr bung ng th hin bn
sc dn tc
2.04. Kch thc ging ng n:
- 2,0m x 1,2m tr ln
2.05. n
- n bn lm vic
21

3
2
2
2

30
25
10
5
20
15
10
5
20
15
10
5
20
15
15
5
10
5
1
10
2
1

- n u ging (iu chnh c sng)

2.06. Ti vi
- 100% s phng
- 90% s phng tr ln
- 80% s phng tr ln
- Tivi bt c nhiu knh Quc t
- Tivi bt c chng trnh ring ca khch sn

4
3
2
2
2

2.07. u Video:
2.08. iu ho nhit :
- 100% s phng
- 90% s phng tr ln
- 80% s phng tr ln

2
4
3
2

2.09-T lnh
- 100% s phng
- 90% s phng tr ln
- 80% s phng tr ln
2.10. Cc trang thit b khc c tnh im gm:
(nu c y c 24 im)
g
+ Bn trang im ( c th cng vi bn lm vic)
in
+ Chung gi ca
+ Thit b bo chy
+ Bng iu khin u ging (tivi, iu ha, radio,
n)
+ Radio- casette
+ My fax
vi
+ Tm ph ging
+ Thm chi chn
snh s, thy tinh
+ Gng soi c ngi
Cc loi khc
+ Kt gi tin v vt qu
+ Tranh treo tng
+ B n hoa qu v dng c m bia, ru
+ Bn chi qun o
+ Bn chi nh giy, mt (hoc giy) lau giy
22

4
3
1

2
1
2
2
1
1
1
1
1
2
1
1
1
1

+ kha in t dng th ( ca bung ng)

+ Trong cp dng ti liu c thm:
* Giy vit th, phong b, bt
* Bn thnh ph
* Bo
* Tp ch
2.11. Cc loi trang thit b ti thiu (khng tnh im) phi
bo m y nh quy nh ti khch sn 1 sao gm:
g:
+ Ging ng
+ Bn u ging
+ T qun o
+ Bn lm vic, gh ngi lm vic
+ Bn tr, gh
+ Hp mn (trong trng hp c mui)
+ Gi hnh l
vi
+ m mt c vi bc
+ Ga tri ging (mu trng)
+ Gi
+ Chn len c v bc
+ Ri che ca 2 lp (vi mng mu sng, vi dy mu
ti)
in
+ in thoi
+ n u ging
+ n bn lm vic
+ n phng
+ Tivi cho 80% s bung
+ iu ha nhit cho 80% s bung (cn li dng qut
in)
+ T lnh cho 80% s bung
snh s thy tinh:
+ B m chn ung tr (nu khch c yu cu)
+ Phch nc (nu khch c yu cu)
+ Cc thy tinh
+ Bnh nc lc
+ Gt tn thuc l
Cc loi khc
23

2
1
1
1
1

+ Mt thn trn ca bung

+ Dy kha xch (kha an ton cho bung ng)
+ Mc treo qun o ( trong t)
+ Dp i trong nh (mi ging mt i)
+ St ng rc
+ Ti kim ch
+ Cp ng ti liu gm c cc n phm qung co c
dch v trong khch sn v gi c, dnh b in thoi, ni
quy khch sn, ni quy v s dng trang thit b , bng
khng quy ry
2.12 - 2.13. Phng v sinh:
2.12. Cht lng (ch yu l cc snh, s)
- Cht lng cao

20

- Cht lng tt
- Cht lng kh
- Cht lng trung bnh
2.13. Cc trang thit b sau y c tnh im nh sau:
(nu c y c 21 im)
+ Chu ra mt (lavabo)
+ Bn cu bt c np
+ Bn tm ( hoc phng tm knh)
+ Mn che bn tm
+ Thit b v sinh cho ph n(bi)

15
10
5

+ in thoi (ni thm t bung ng)

+ cm dnh co ru
+ My sy tc
+ Cn kim tra sc kho
+ Du xoa da
+ Nc gi u
+ M tm (mi ging mt ci)
+ o chong sau khi tm
2.14. Cc trang thit b ti thiu (khng tnh im) phi bo
m y theo quy nh ca khch sn 1 sao, gm:
+ Chu ra mt (lavabo)
+ Bn cu bt c np
+ Vi tm hoa sen di ng
+ Vi nc nng lnh (ho c vo nhau)
+ Gi knh trn lavabo (hoc b )
+ Gng soi (trn lavabo)

2
1
1
1
1
1
1
1

24

3
3
3
1
2

+ Gi treo khn mt, khn tm

+ Khn mt, khn tm
+ Mc treo qun o khi tm
+ X phng tm
+ Cc nh rng
+ Bn chi nh rng, kem nh rng
+ Hp ng giy v sinh v cun giy v sinh
+ St ng rc nha c np
2.15 - 2.17. Phng n - Bar:
2.15. Cht lng :
- g:
+ p, sang trng, ng b, cht lng cao
+ p, ng b, cht lng tt
+ ng b, cht lng kh
+ ng b, cht lng trung bnh
- vi (khn tri bn, khn n...)
+ Cht lng cao
+ Cht lng tt
+ Cht lng kh
+ Cht lng trung bnh
- Dng c n ung:
- y , ng b, cht lng cao, ph hp vi cc mn
n
- y , ng b, cht lng tt
- y , ng b, cht lng kh
- y , ng b, cht lng trung bnh
2.16. Bi tr (th hin vic sp xp trang thit b, trang tr
n, tranh nh, cy cnh....)
- Bi tr p, sang trng
- Bi tr p

20
15
10
5
10
7
5
1
20
15
10
5

5
3

- Bi tr hi ho
2.17. Trang thit b bi tr trong phng n c sn Vit
Nam (nu c) mang tnh dn tc
2.18. Khu vc bp

- Trang thit b y , ng b v cht lng cao

- Trang thit b y , ng b v cht lng tt
- Trang thit b y , cht lng kh
- Trang thit b y , cht lng trung bnh

10
7
5
1

25

2.19-2.20. Khu vc tin snh

2.19. Cht lng v bi tr:
- Trang thit b p, ng b, sang trng,cht lng cao
- Trang thit b p, ng b, cht lng tt
- Trang thit b ng b, cht lng kh
- Trang thit b ng b, cht lng trung bnh
2.20. Trang thit b, bi tr khu vc tin snh th hin c
tnh dn tc
2.21-2.27. Khu vc cng cng khc:
2.20.Thang my (ring cho khch, nhn vin phc v v
hng ho)
- t quy nh:
+ T 3 tng tr ln c thang my
+ T 4 tng tr ln c thang my
- Cht lng:
+ Cht lng cao
+ Cht lng tt
+ Cht lng kh
+ Cht lng trung bnh

20
15
10
5
10

2
1
5
3
2
1

2.22. C h thng bo cu ho
- Phng tin phng, cha chy (y , hot ng tt)
2.23. Cu thang thot him khi c s c
2.24. H thng in
- Cung cp in y 24/24 gi (c bin th ring ca
khch sn)
- chiu sng m bo theo yu cu ca tng khu vc
- n cp cu phng khi c s c xy ra
2.25. H thng x l nc (nc c th ung c trc
tip)
2.26. Thit b iu ho, thng thong(tnh cho c tin
snh, phng n, hnh lang...):
- iu ho trung tm, cht lng cao
- iu ho khi, cht lng tt
- iu ho ring ca tng khu vc, cht lng kh

5
5
3

- iu ho ring ca tng khu vc, cht lng trung bnh

2.27. H thng my quay phim (camera) theo di cc khu
vc cng cng trong khch sn
3. Yu cu v cc dch v v mc phc v
3.01-3.05. Bung ng
3.01. t hoa qu hng ngy

26

2
1
2
2

5
3
2
3

3.02. t hoa ti hng ngy

3.03.Thay ga, gi:
- 2 ln/1 ngy
- 1 ln/1 ngy
3.04. Thay khn tm, khn mt:
- 2 ln/1 ngy
- 1 ln / 1 ngy
3.05. T lnh (mini bar):
- C t nht 5 loi nc gii kht v 4 loi ru
- C t nht 3 loi nc gii kht v 3 loi ru
- C t nht 3 loi nc gii kht
3.06 -3.09: Phng n:
3.06. Cc loi dch v n v cht lng mn n, ung
- Cc mn n u, cao cp v cc loi nc gii kht, n
c sn Vit Nam v quc t vi s lng mn n,
ung phong ph
- Cc mn n u, v cc loi nc gii kht c cht
lng cao, thc n thng xuyn thay i
- Cc mn n u, cht lng tt
- Cc mn n u, , gii kht thng dng, d ch bin
3.07. Phc v n ti phng (nu khch c yu cu)
3.08. n sng t chn
3.09. S gi phc v n, ung:
- Phc v 24h/ 24h
- Phc v t 6h n 24h
- Phc v 6 n 22h
3.10 - 3.40: Cc dch v b sung khc:
3.10. Thi gian cp nc nng 24h / 24h
3.11. n tip khch 24h / 24h
3.12. Nhn gi tin v vt qu:
- C kt st
- C phng gi cho khch
3.13. i tin ngoi t (c bn i tin)
3.14. Dch v:
-Chp nh, ra nh
- Quay Video
- Bn tem, gi th cho khch
Trung tm thng mi
- Fax
- Photocopy
- nh my
- Dch thut
3.15. nh thc khch
3.16. Khun vc hnh l cho khch t xe ln phng ng
3.17. Git, l, hp, ty:
27

1
2

3
2

5
4
3
1
1
2
4
2
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1

- Git, l ly ngay (c phng git l ti khch sn)

- Git l (a git bn ngoi)
3.18-Dch v y t, cp cu:
-Phng y t nh, c bc s trc
-C t thuc vi cc loi thuc cp cu thng dng
3.19. in thoi:
- in thoi cng cng (c phng din thoi ring)
+ Gi c lin tnh, thnh ph trong nc v quc t
- in thoi trong bung ng:
+ Gi c lin tnh, thnh ph trong nc v quc t
trc tip t phng
+ Gi c lin tnh, thnh ph trong nc v quc t
thng qua in tn vin
3.20. Ca hng bch ho:
- Quy lu nim, m phm
3.21. Ly v my bay, tu xe
- Ly v xem nhc, kch
3.22. Ct tc nam, n
- Trang b hin i
- Trang b bnh thng
3.23. Sa cha giy, nh giy
3.24. Cho thu vn ho phm, dng c th thao
3.25. Dn nhc trong khch sn
3.26. Phng xoa bp, vt l tr liu
- Trang b y cc thit b hin i
- Trang thit b thng thng
3.27. Phng tm hi:
-Trang b hin i
-Trang b bnh thng
3.28. Dch v thm m
3.29. Cho thu t (khch t li)
- Dch v taxi (c xe ca khch sn)
3.30. Phng hi ngh c cc thit b dch thut dnh cho
cc hi ngh quc t(ti thiu 100 ch)
- Phng hp bnh thng( ti thiu 30 ch)
+ 4 phng tr ln
+ 3 phng
+ 2 phng
+ 1 phng
3.31. Dch v c bit cho ngi tn tt ( tin nghi, phng
cho ngi tn tt v ngi phc v)
+ Phng
+ Ngi phc v
+ ng ring
+ Xe y
3.32. Dch v thng tin
28

3
1
3
1

3
3
1
5
1
1
1
4
2
1
1
3
4
2
4
2
3
3
1
10
4
3
2
1

4
3
2
1

- Quy thng tin

- Quy bn bo, bu in
3.33. Dch v trng gi tr (c phng, chi, ngi phc
v)
3.34. Phng chiu phim hoc ho nhc
3.35. Cu lc b gii tr (bi-a, karaoke...)
3.36. Phng tp th thao
3.37. Sn Tennis
3.38. Phng khiu v:
- nh sng hin i, m thanh tt, trang tr c bit
- Trang tr p, m thanh tt
- Trang tr bnh thng, m thanh tt
3.39. B bi:
- B bi trong nh
- B bi ngoi tri
3.40. May o:
4. Yu cu v cn b, nhn vin phc v
4.01. Trnh nghip v, chuyn mn: (Th hin qua vn
bng, chng ch):
- Cn b qun l khch sn: (Gim c khch sn)
+ Tt nghip i hc kinh t du lch, hoc i hc qun tr
kinh doanh khch sn, bit mt ngoi ng mc thng
tho (i hc:6, Ngoi ng:2)
+ Tt nghip i hc kinh t hoc i hc ti chnh, qua
kho hc qun tr kinh doanh khch sn ti thiu 6
thng,bit ngoi ng mc thng tho ( i hc: 3, Qun
tr kinh doanh: 2, Ngoi ng:2
+ Tt nghip i hc; qua kho hc qun tr kinh doanh
khch sn ti thiu 3 thng, bit mt ngoi ng thng
dng (bng B), kh nng giao tip (i hc: 2, Qun tr
kinh doanh: 1, Ngoi ng : 1)
- Cn b ch cht (t trng, Maitred dhtel) mt s b
phn:
- Tip tn:
+ c o to qua trng lp v nghip v (ti thiu 1
nm)
+ Bit ngoi ng mc thng tho (i hc)
+ Bit ngoi ng mc giao dch (bng C)
- Bn:
+ c o to qua trng lp v nghip v (ti thiu 1
nm)
+ Bit ngoi ng mc thng tho (i hc)
+ Bit ngoi ng mc giao dch( bng C)
- Bung:
+ c o to qua trng lp v nghip v (ti thiu 1
nm)
+ Bit ngoi ng mc giao dch ( bng B)
29

1
1
5
3
3
3
10
10
7
5
20
15
2

8
7

3
3
1
3
2
1
3
1

- Bp:
+ c o to qua trng lp v nghip v (ti thiu 1
nm)
+ Bip ngoi ng mc giao dch (bng B)
- Nhn vin phc v:
- T l c o to chuyn mn, nghip v (ti thiu 1
nm):
+100% s nhn vin
+ 95% s nhn vin tr ln
+ 90% s nhn vin tr ln
Trng hp c hn 20% s nhn vin trong khch sn
c o to ngn hn (6 thng hoc 3 thng) th s b
tr im tu theo tng mc , s im tr ti a l 10
im
-N
goi ng (i vi nhn vin trc tip tip xc vi
khch: tip tn, bn, bar, in thoi)
+ Bit 2 ngoi ng thng tho (i hc)
*50% s nhn vin tr ln
*30% s nhn vin tr ln
+ Bit 1 ngoi ng thng tho (i hc)
* 100% s nhn vin tr ln
* 70% s nhn vin tr ln
* 50% s nhn vin tr ln
+ Bit mt ngoi ng mc giao dch (bng B)
* 100% s nhn vin tr ln
* 70% s nhn vin tr ln
* 50% s nhn vin tr ln
4.02. Cht lng phc v:
Th hin mc sn sng phc v, m bo gi gic,
phc v chu o nhit tnh , ng k thut
- Rt tt:
- Tt:
- Kh:
- Trung bnh:
4.03. Trang phc:
- Trang phc thun tin, kiu dng p, lch s
- Trang phc thun tin, kiu dng bnh thng
4.04. Trang phc mang bn sc dn tc
5. Yu cu v v sinh:
5.01. V sinh mi trng xung quanh khch sn:
- Tt
- Kh
- Trung bnh
5.02. V sinh cc khu vc trong khch sn:
- Tin snh v khu vc cng cng:
+ Tt
30

3
1

20
15
10

8
6
6
4
3
3
2
1

20
15
10
5
4
2
4

10
5
1

10

+ Kh
+ Trung bnh
- Bung (C nim phong thit b v sinh v cc ung nc
sau khi lm v sinh, nu khng s tr 2 im sau khi
cng):
+ Tt
+ Kh
+ Trung bnh
- Phng n
+ Tt
+ Kh
+ Trung bnh
- Bp:
+ Tt
+ Kh
+ Trung bnh
5.03. V sinh c nhn:
+ Tt (bo m yu cu v sinh c nhn tt, khch sn c
phng thay qun o, phng tm, v sinh ring (nam, n
cho nhn vin phc v)
+ Kh (bo m yu cu v sinh c nhn kh, khch sn
c phng thay qun o, phng tm, v sinh ring cho
nhn vin phc v)
+ Trung bnh (bo m v sinh c nhn mc trung bnh,
khch sn c phng thay qun o, phng tm, v sinh cho
nhn vin phc v (khng c phng tm)

5
1

10
5
1
10
5
1
10
5
1
10
5
1

Khch sn c cng nhn l:

1 sao: 230 im, trong im trang thit b ti thiu l 100.
2 sao: 300 im, trong im trang thit b ti thiu l 140.
3 sao: 450 im, trong im dch v ti thiu l 50.
4 sao: 630 im, trong im dch v ti thiu l 110.
5 sao: 700 im, trong im dch v ti thiu l 140.
Ngoi ra, cn phi mt s ch tiu sau:
Cc ch tiu
(1)
1. Yu cu v v tr, kin trc
1.01- V tr
-V tr tt
- V tr kh
1.02- Thit k khch sn:
- Khch sn xy dng p, c o, ton cnh
c thit k thng nht
Tin snh
1.06- Din tch tin snh:
31

Hng khch sn( sao)

(2)

im
(3)

4,5
3

15
10

120m2 tr ln
80m2 tr ln
Bung ng
1.09- cch m bung ng:
- Cch m tt, khng c ting ng bn ngoi
vo
1.10- Sn nh (bung ng):
-Lt bng vt liu cht lng cao
-Lt bng vt liu cht lng tt
Phng v sinh
1.11- Din tch bung v sinh
- 7m2 tr ln
1.12- Vt liu xy dng ca phng v sinh:
- Lt bng vt liu cht lng cao
Phng n, bar
1.18- Cc loi v s lng phng n, ung:
- Phi c 3 loi phng n , ung
(phng n, phng tic, phng c sn)
2. Trang thit b tin nghi :
Bung ng
2.01- Cht lng trang thit b bung ng:
-Trang thit b p, sang trng, cht lng cao
g:30, vi: 20, in: 20, snh s
thu tinh v cc loi khc:20
-Trang thit b p, cht lng tt
g:25, vi: 15, in: 15, snh s
thu tinh v cc loi khc:15
2.02. Mc ng b hi ho:
Trang thit b ng b bi tr p, sang trng
2.06- Tivi
-100% s phng
2.08- iu ho nhit :
100% s phng
90% s phng tr ln
80% s phng tr ln
2.09- T lnh:
-100% s phng
2.10. Cc loi trang thit b bung ti thiu phi
m bo y nh quy nh ti khch sn 1
sao
Bung v sinh
2.12- Cht lng bung v sinh (ch yu l cc
snh, s)
- Cht lng cao
- Cht lng tt
Phng n, bar
2.15- Cht lng trang thit b, dng c phng
n, bar:
g:20, vi 10, dng c n ung: 20
32

4,5

4,5
3

4
2

4,5

4,5

4,5

4,5
3
4,5

10

3,4,5

3,4,5
2
1
4,5

4
3
2
4

1,2,3,4,5

4,5
3

4,5

20
15

 g:15, vi 7, dng c n ung: 15

2.15- Bi tr phng n, bar:
- Bi tr p, sang trng
- Bi tr p
Tin snh
2.19.Trang thit b p, ng b, sang trng,
cht lng cao
-Trang thit b p, ng b, cht lng tt
Khu vc cng cng
2.22- C h thng bo cu ho
- Phng tin phng chy, cha chy
2.24- H thng in:
- Cung cp in y 24h/ngy
- in chiu sng bo m theo yu cu ca
tng khu vc
- n cp cu phng khi c s c xy ra
3. Yu cu v cc dch v mc phc v
Bung ng
3.01- t hoa qu hng ngy
3.02- t hoa ti hng ngy
3.03- Thay ga, gi 2 ln/1 ngy
3.04- Thay khn tm, khn mt 2 ln/ngy
3.05- T lnh (mini bar)
- C t nht 5 loi nc gii kht v 4 loi ru
- C t nht 3 loi nc gii kht v 3 loi ru
3.19- in thoi trong phng
Phng n:
3.06- Cc loi mn n, ung:
- Cc mn n u, cao cp v cc loi nc
gii kht, n c sn Vit Nam v quc t vi s
lng mn n, ung phong ph
- Cc mn n u, cc loi nc gii kht c
cht lng cao, thc n thng xuyn thay i
- Cc mn n u, , cht lng tt
3.07- Phc v n ti phng( nu khch c yu
cu)
3.08- S gi phc v n, ung:
- Phc v 24/24h
Cc dch v b sung khc
Bo m cc dch v theo yu cu ti thiu
ca tng hng, tr mt s dch v nh: v
trng, xng hi, xoa bp, may o, thm m,
cho thu t (t li)
4. Yu cu v cn b, nhn vin phc v
4.02- Cht lng phc v:
( tt c cc b phn trong khch sn: tip tn,
bung, phng n v cc dch v khc)
- Phc v rt tt
33

3
4,5
3

5
3

4,5

20

15

3,4,5

5
5

1,2,3,4,5
1,2,3,4,5

2
1

1,2,3,4,5

4,5
4,5
5
5

1
1
2
2

5
3,4
3,4,5
1,2

3
2
3
1

3
3,4,5

3
1

1,2,3,4,5

4,5

-Phc v tt
5. Yu cu v v sinh
5.02- V sinh cc khu vc trong khch sn:
- Tin snh v khu vc cng cng:
Tt
-Bung
Tt
-Phng n:
Tt
-Bp:
Tt
5.3- V sinh c nhn
Tt

34

4,5

10

4,5

10

4,5

10

4,5

10

4,5

10