www.RaoVatonline.

vn - Mua bn | Rao vt | ng tin | Qung co min ph

MC LC
MC LC...............................................................................1 Chng 1 : Tng quan v cafe Highlands Coffee..................................................1
S lc v qun cafe Highlands Coffee:..........................................................1 1.2. Marketing dch v :...................................................................................2 1.2.1 i tng khch hng :.......................................................................2 1.2.2. Sn phm: .........................................................................................2 1.2.3. Gi :................................................................................................... 5 1.2.4. Phn phi :.........................................................................................7 1.2.5. Xc tin :..........................................................................................10 1.2.6. Con ngi :.......................................................................................11 1.2.7 Cc yu t hu hnh :........................................................................12 1.2.8 Tin trnh: .........................................................................................13

Chng 2 : Qun tr ti chnh..............................................................................15

2.1 Qun tr ngun vn :...............................................................................15 2.1.1 Qun tr ngun vn vay :...................................................................16 2.1.2 Qun tr ngun vn ch s hu :.......................................................16 2.2 Qun tr ti sn :......................................................................................16 2.2.1 Ti sn lu ng :..............................................................................16 2.2.2 Ti sn c nh :................................................................................18 2.3 Qun tr doanh s bn :...........................................................................19 2.4 Qun tr chi ph :......................................................................................19 2.4.1 Chi ph bn hng :.............................................................................20 2.4.2 Chi ph qun l :................................................................................20 2.4.3 D tr kinh ph hot ng trong ngy :.............................................21 2.5 Hch ton kt qu kinh doanh :..............................................................22 2.5.1 Hch ton li l :...............................................................................22 2.5.2 nh gi hiu qu cc khon u t :...............................................25

www.RaoVatonline.vn - Mua bn | Rao vt | ng tin | Qung co min ph

2.6. Gii php:...............................................................................................25

Chng 3 : Qun tr ngun nhn lc...................................................................27

3.1 Tuyn dng :............................................................................................27 3.2 Hun luyn v o to :..........................................................................27 3.3. Lng v thng :..................................................................................27 3.4 Giao nhim v, gim st v iu chnh :.................................................28 3.5 Pht trin mi quan h trong ni b cng ty v xy dng nn vn ha ca cng ty :........................................................................................................29 3.4. Gii php:...............................................................................................29 4.1 Tin trnh sn xut dch v :....................................................................31 4.2 Phn b ngun lc :.................................................................................31 4.3 K hoch thi gian phc v khch ung cafe :........................................32 4.4 D on cc ri ro c th xy ra trong qu trnh phc v :.....................33 4.5 Kim tra v iu chnh :..........................................................................34 4.5.1 T kim tra v iu chnh : ...............................................................34 4.5.2 Cng ty tin hnh kim tra v iu chnh :.......................................34 4.6 Gii php:................................................................................................34

www.RaoVatonline.vn - Mua bn | Rao vt | ng tin | Qung co min ph

Chng 1 : Tng quan v cafe Highlands Coffee

S lc v qun cafe Highlands Coffee: Highlands Coffee l mt thng hiu ca Cng ty C phn Vit Thi Quc T (VTI). Vit Thi Quc T l cng ty 100% c phn Vit Nam. Vn phng chnh t ti H Ni v vn phng giao dch t ti Thnh Ph H Ch Minh. c thnh lp t nm 1998 v ch tp trung vo mng c ph ng gi, n nm 2002 th qun c ph Highlands Coffee u tin chnh thc ra mt. Tnh n thi im nay th c hn 40 qun hot ng trn khp Vit Nam. Highlands Coffee ang t tin vo mt tng lai pht trin bn vng cng s vn ln v ln mnh khng ngng ca t nc. Mc tiu ca Cng ty l dn u ngnh hng bn l cao cp ti Vit Nam. Trit l ca Highlands Coffee l kt hp nhng tinh hoa ca th gii hin i vi nhng nt duyn v gi tr truyn thng ca Vit Nam. C in v Hin i. Phng ng v Phng Ty. Tinh hoa t c hai Phng. Highlands Coffee lun mong mun mang li cho khch hng nhng cm nhn v mt gi tr truyn thng v bt h. Highlands Coffee khng ngng n lc mang n cho khch hng cm nhn v mt phn ca cuc sng nng ng hin i song hnh vi nhng truyn thng vn ha c o, lu i m cht Vit Nam. Tt c nhng iu ny u th hin r trong: Vn ha c ph: Chng ti t ho phc v loi c ph Robusta mang m phong cch Vit Nam cng vi dng sn phm Arabica mang hng v quc t. Vn ha phc v: Nhit tnh v n cn nh th "khch n chi nh" Vn ha pht trin sn phm mi: mi loi thc n, thc ung l s cht lc tinh hoa m thc ca Phng ng v Phng Ty. Ngi sng lp thng hiu Highlands Coffee, ng David Thi sinh nm 1972 ti min Nam Vit Nam trong gia nh ngi Bc. 2002 - Qun c ph Highlands Coffee u tin ti Thnh Ph H Ch Minh c khai trng ti to nh Metropolitan, i din nh Th c B. Mt tun sau , qun c ph u tin ti H Ni cng ra i nh du nhng bc pht trin khng ngng ca cng ty. 2006 qun Highlands Coffee ti Saigon Center ra mt vi mt din mo mi, m ra mt tng lai ca vic u t quy m. 2007 - 70 qun trn khp Vit Nam
Nhm 7 Page 1

www.RaoVatonline.vn - Mua bn | Rao vt | ng tin | Qung co min ph

(Ngun: http://www.highlandscoffee.com.vn) 1.2. Marketing dch v : 1.2.1 i tng khch hng : Trong tin trnh chuyn sang nn kinh t th trng c s cnh tranh gay gt ca cc i th cnh tranh v xu th hi nhp kinh t quc t, t do ha thng mi th doanh nghip cn ch v quan tm nhiu hn trong vic xc nh i tng khch hng ca mnh. Highlands Coffee chn cch i theo nhng ngi khng l nc ngoi bng cch dung ha hng v v phong cch trong nc v nc ngoi. V i tng khch hng m Highlands Coffee v ang phc v l nhm ngi tiu dng trung lu, gii vn phng, gii tr. Vic ung c ph y cng c khch hng cm nhn rng mnh thuc cc tng lp trn. Hoc nhng khch hng thuc nhng tng lp trn, khng th ung c ph mt ca hng bnh thng khng thng hiu, h phi ung Highlands Coffee ni c uy tn thng hiu, mt phn l khng nh ng cp ca mnh. 1.2.2. Sn phm: Cc sn phm c ph Highlands Coffee bao gm nhng sn phm c ph m phong cch Vit Nam cng vi dng sn phm mang hng v quc t vi nhng dng sn phm a dng v phong ph nh sau : Caf mang hng v quc t C ph espresso: s dng ht c ph c rang sm mu di dng bt c ph c xay rt nhuyn qua cch pha di p sut, axt t nhin ca ht c ph b ha tan nhanh hn cc phng php pha ch thng thng gp phn to nn tch c ph rt m v trn mt c mt lp bt mu nu (crema) ng phn quan trng trong vic to hng thm cho c ph . C ph espresso ti Highlands Coffee c ung bng tch dy c hm nng trc c phc v km theo mt ly nc. c bit ngh thut rang c ph tm c s cn bng gia hm lng axt v hng thm cho mi loi ht c ph hay tng loi pha trn cc ht c ph. Chnh v th Highlands Coffee to ra nhiu loi sn phm tng t nhng mang nt ring cho tng loi nh :

Nhm 7

Page 2

www.RaoVatonline.vn - Mua bn | Rao vt | ng tin | Qung co min ph

Espresso-Full City Roast: l s phi trn c ph Arabica v Robusta c rang cp nu m, cho tch c ph hng v m v thm ngt. Espresso-Cinnamon Roast: c ph c rang cp mu nu nht cho mi v nh nhng v hng thm thanh khit. Espresso-Arabica Supreme: c rang cng cp vi sn phm EspressoFull City Roast, l sn phm cao cp vi 100% ht Arabica c hng vi m nh n kh ng. Espresso-Decaffeinated: y l sn phm c ph c loi c-ph-in, Vi hm lng cafein khng qu 0.1%, c ph ny cho v thanh, hng nh thch hp cho mi thi im trong ngy.

C ph Cappuccino : l cch pha ch c ph ca bao gm ba phn u nhau: c ph espresso pha vi mt lng nc gp i (espresso lungo), sa nng v sa si bt. hon thin khu v, ngi ta thng ri ln trn tch c ph cappuccino mt t bt ca cao v/hay bt qu to thnh cc hnh ngh thut .

Ti Highlands Coffee c ph cappuccino c phc v trong tch lm bng hay s, c thnh dy v c hm nng trc. Pha c ph cappuccino vi kem sa / sa si bt v mt t bt ca cao to nn mt tch c ph c trng. C ph Latte : l loi c ph sa c phc v trong mt ly ln hay trong mt ci bt gm c ph espresso (lng gp i) v sa nng.

C ph Vanilla latte : c to thnh t ht C Ph Arabica v cc nguyn liu cao cp khc c s dng ch yu ch to C Ph Xay mang cm gic mi l ti Highlands Coffee.

Nhm 7

Page 3

www.RaoVatonline.vn - Mua bn | Rao vt | ng tin | Qung co min ph

C ph Caramel Macchiato : l ly caf c bt sa pha trn v c cc loi khc tng t nh Latt Macchiato, Baileys Macchiato tu theo lng si r hoc gia v thm vo mt ly caf macchiato (caf v bt sa). Ti Highlands Coffee loi c ph ny c s dng trong tch s cng vi hng v caf espresso , sir caramel rt theo hnh vng trn ca caf v sa nng cng vi bt sa mn lp bn trn mn mng thm lng to ra 1 ly caramel thm du dng, ngt du dng, mu sc p m say bi c ho tit trang tr hnh hoa hp dn. C ph Mocha ( dark and white chocolate ) : l mt loi ung nng kt hp gia c ph espresso c pha bng hi nc v chocolate nng. Khng nh cappuccino ch vi mt lp bt sa trn b mt, c ph mocha cn ha quyn c v thm bo ca kem ti v chocolate sauce. C ph Americano : l loi c ph c ngun gc t Nam M c ch bin t espresso thm nc nng v spirituose (tn chung ca cc loi ru trn 20% cn nh vodka, gin, rum, tequila, cachaca..) C ph Drip : c pha theo kiu khng c lm , v v hng cng rt nh. Ti Highlands Coffee c ph ny dng bt c ph xay th, khng mn sau dng nc nng c ln bt c ph c nn cht, c ph theo trng lc chy xung di. C ph nh git lu hn thng thng t 6 n 10 pht v bn s c mt ly c ph nh, nht, v hi chua mt cht nhng m . Steamed milk ( cn c gi l bc su ) Trc ht ngm tch cho nng ri sa c vo tch khong 60-80ml v nc si gn y ming tch sau ch ln trn 1 cht cafe khong 10ml mu cafe s loang ra trong tch sa ta nh vt du loang trn mt nc . Ti Highlands Coffee c 2 loi bc xu nng v thm s la chn cho nhng ngy nng ma bt cht ti Si Gn cng vi c trng cch pha ch l cch trang tr l mt, thm m to cm gic p mt cho khch hng thng thc . Caf mang hng v truyn thng

C ph Snh iu: L s kt hp gia Arabica v Robusta loi tt nht c rang cho n khi tng ht dy ht mi hng t nhin kt hp cng hng liu cao cp cho ra tch c ph snh quyn vi hng thm ngt ngo.
Page 4

Nhm 7

www.RaoVatonline.vn - Mua bn | Rao vt | ng tin | Qung co min ph

C ph Truyn Thng: L s phi trn hon ho ca ht c ph Arabica v Robusta cng hng v chn lc cho ra tch c ph mang hng v m c trng ca Vit Nam. C ph Di sn: C cng ngh rang xay nh c ph Truyn Thng nhng c ch bin hon ton t ht c ph Robusta cho hng v tht m , im xuyt v ngy.

Ngoi ra cn c cc sn phm tr nh : Ginsengoolong Tea ( Sm Vit Thng Du ), Fragrant Rose Bud Tea( Sc hng thin hng ), Jasmine Pragon Pearl (Lam ngc p sng), Earl Grey Tea ( Huyn thoi B Tc ) ,

1.2.3. Gi : Highlands Coffee gi trung bnh ca mi ly cafe hoc cc thc ung khc vo khong 40.000VND. y l mt gi khng thp nu so vi mt bng chung cc qun cafe ti Tp.HCM. Tuy nhin, do khch hng mc tiu chnh ca Highlands Coffee l gii trung lu, nhn vin vn phng v gii tr nn vic nh gi cao da trn cm nhn ca khch hng l iu hp l. Mt khc, chi ph sn xut ra 1 ly cafe km dch v ca Highlands Coffee l khng nh, do Highlands Coffee buc phi nh gi tng i cao, mt mt c trang tri chi ph, mt khc khng nh thng hiu ca mnh so vi cc i th cnh tranh khc.

Nhm 7

Page 5

www.RaoVatonline.vn - Mua bn | Rao vt | ng tin | Qung co min ph

Vi bng gi c th nh sau: Caf Caf Caf sa 45.000 VND 50.000 VND 40.000 75.000 VND Kem t chn Kem bn ma Kem khoai mn Kem Caf Nc p thm Nc p nho Nc p to/l Nc p c chua Nc p da hu Nc p c rt Nc p hn hp Sinh t du Sinh t saboche Sinh t da Sinh t b Sinh t thm Sinh t mng cu Bnh Chooclate Bnh Tiramisu Bnh Cream Chesse
Nhm 7

Caf ty loi caf c gi dao ng khc nhau t 40.000 VND

40.000 VND 45.000 VND Nc p tri cy 40.000 VND 40.000 VND 40.000 VND 40.000 VND 40.000 VND 40.000 VND 40.000 VND Sinh t 40.000 VND 35.000 VND 35.000 VND 40.000 VND 35.000 VND 35.000 VND Bnh kem 45.000 VND/ Ming 45.000 VND/ Ming 40.000 VND/ Ming
Page 6

www.RaoVatonline.vn - Mua bn | Rao vt | ng tin | Qung co min ph

1.2.4. Phn phi : T khi ra i n nay, Highlands Coffee lun nh hnh thng hiu ca mnh l thng hiu c ph ng cp, phc v cho nhng i tng c thu nhp kh; cho nn chin lc phn phi, b tr a im ca qun lun c Highlands Coffee cn nhc rt k lm sao em li s thoi mi, s thun tin cho khch hng bt k nhng qun no. n tng u tin khi n Highlands Coffee l mt khng gian na m, na khp. iu ny ph hp vi trit l kinh doanh ca h: Kt hp gia hin i v nt duyn dng, gi tr truyn thng ca Vit Nam. Highlands Coffee kho lo b tr ca hng trong vic kt hp gia s n , nhn nhp ca nhng con ng trung tm thnh ph ln vi nt hin i, nng ng nhng khng km phn tr tnh lng mn ca qun. iu ny to nn s khc bit ca h thng ny so vi nhng qun c ph khc. l l do v sao Highlands Coffee ch chn nhng mt tin gn nh p nht trong thnh ph nh cc trung tm thng mi, khch sn ln (Vincom, HaNoi tower.), Nh ht thnh ph, ven h, nhng khu ph sm ut N va th hin ng cp, va nh v mt thng hiu sang trng, snh iu. Tuy nhin, vi cch b tr ny cng mang li nhng bt tin cho Highlands Coffee. in hnh l phn khng gian ngoi tri, mc d cch b tr ny em li s thoi mi cho khch hng khi va nhm nhi ly c ph va cm nhn ci n o no nhit ca thnh ph, nhng thng b nh hng bi cc yu t thi tit cng nh do yu cu trng dng mt bng ca cc siu th, cc trung tm thng mi trong cc dp l tt. Ma nhiu, nng to, hay gi rt dng nh lun tn ti, c bit l Vit Nam. Do , tnh n nh v hiu qu trong vic u t theo cch ny vn cha c m bo. Hin nay, Highlands Coffee c gn 100 ca hng, tp trung ti cc thnh ph ln: H Ch Minh, H Ni, Hi Phng, Nng, Vng Tu, ng Nai Thnh ph H CH MINH Qun 1 - Th Vin Tng Hp. /c: 96B L Thanh Tn, Phng Bn Thnh. - Parkson L Thnh Tn, Tng 3. 35 Bis - 45 L Thnh Tn, Phng Bn Ngh. - Nh Ht Thnh Ph. /c: 7 Cng Trng Lam Sn, Phng Bn Ngh. - Si Gn Center. /c: 65 L Li, Phng Bn Ngh. - Vincom, Tng B3. /c: 70 - 72 L Thanh Tn, Phng Bn Ngh.
Nhm 7 Page 7

www.RaoVatonline.vn - Mua bn | Rao vt | ng tin | Qung co min ph

- Nguyn Du. /c: 75 Nguyn Du, Phng Bn Ngh. - Si Gn Trade Centre. /c: 37 Tn c Thng, Phng Bn Ngh. - Si Gn Tower. /c: 29 L Dun, Phng Bn Ngh. - Hm Nghi. /c: 181 Hm Nghi, Phng Nguyn Thi Bnh. - Mc nh Chi. /c: 39 Mac inh Chi, Phng a Kao. - Somerset. /c: 21-23 Nguyn Thi Minh Khai, Phng Bn Ngh. - Diamond Plaza, Tng trt. /c: 34 L Dun, Phng Bn Ngh. - Thng x Tax, Tng trt. /c: 135 Nguyn Hu, Phng Bn Ngh. - Thng x Tax, Tng 2. /c: 135 Nguyn Hu, Phng Bn Ngh. - Thng x Tax, Tng 3. /c: 135 Nguyn Hu, Phng Bn Ngh. - Thng x Tax, Tng 4. /c: 135 Nguyn Hu, Phng Bn Ngh. - Khch sn Liberty. /c: 187 Pham Ngu Lao, Phng Phm Ng Lo. Qun 5 - Parkson Hng Vng, Megastar. /c: 126 Hung Vng, Phng 12. - Parkson Hng Vng, Tng trt. /c: 126 Hung Vng, Phng 12. - Parkson Hng Vng, Tng 4. /c: 126 Hung Vng, Phng 12. - An ng Plaza. /c: 18 An Dng Vng, Phng 9. Qun 7 - Siu th Lotte Mart, Tng 3. /c: 469 Nguyn Hu Th, Phng Tn Hng. - Nam Si Gn. /c: 152 Nguyn Lng Bng, Phng Tn Ph. - Garden Plaza. SB-01, Garden Plaza 1, 22 Tn Dt Tin, Phng Tn Phong. - Parkson Paragon, Megastar. /c: 3 Nguyn Lng Bng, Phng Tn Ph. - RMIT. /c: 702 Nguyn Vn Linh, Phng Tn Phong. Qun 9 - Intel. /c: L I1 - I2a - I2b D1, Khu cng ngh cao, Phng Tn Ph. Qun 10 - Maximark. /c: 3C 3 Thng 2, Phng 11. Qun Tn Bnh
Nhm 7 Page 8

www.RaoVatonline.vn - Mua bn | Rao vt | ng tin | Qung co min ph

- Etown 2. /c: 364 Cng Hoa, Phng 13. - CT Plaza, Tng 4. /c: 60A Trng Sn, Phng 2. - CT Plaza, Tng trt. /c: 60A Trng Sn, Phng 2. - CT Plaza, Megastar. /c: 60A Trng Sn, Phng 2. Qun Ph Nhun - Big C Hong Vn Th. /c: 202B Hoang Vn Thu, Phng 9. Qun Bnh Thnh - Manor. /c: 91 Nguyn Hu Canh, Phng 22. H Ni Qun Hon Kim - Opera. /c: 1A Trng Tin, Phng Trng Tin. - Hanoi Tower. /c: 49 Hai B Trng, Phng Qun S. - Pacific Place. /c: 83B L Thng Kit, Phng Trn Hng o. - Asia Tower. /c: 6 Nh Th, Phng Hng Trng. - Ho Guom. /c: 1- 3 - 5 inh Tin Hong, Phng Hng Bc. - Hng Da Gallery. /c: TT Thng Mi ch Hng Da, Phng Ca ng. Qun Ba nh - Ct C. /c: 28A in Bin Ph, Phng in Bin. Qun Cu Giy - Big C H Ni. /c: 222 Trn Duy Hng, Phng Trung Ha. - Somerset. /c: 106 Hong Quc Vit, Phng Ngha Tn. Qun Hai B Trng - Vincom, Ground Floor. /c: 191 B Triu, Phng L i Hnh. - Vincom, Megastar. /c: 191 B Triu, Phng L i Hnh. Qun Ty H - Syrena. /c: 51B Xun Diu, Phng Qung An. Qun T Lim - Manor. /c: Khu M nh, X M nh.
Nhm 7 Page 9

www.RaoVatonline.vn - Mua bn | Rao vt | ng tin | Qung co min ph

Thnh ph Nng - Big C Nng. /c: 255 - 257 Hung Vng, Qun Thanh Kh. - Indochina Nng. /c: 74 Bach ng, Qun Hai Chu. - Megastar Nng. /c: 255 - 257 Hung Vng, Qun Thanh Kh. Thnh ph Hi Phng - Big C Hi Phng. /c: 1/20A L Hng Phong, Khu th mi Ng Nm sn bay Ct Bi, Phng ng Giang, Qun Ng Quyn. - Parkson TD Plaza, Tng trt. /c: Khu th mi Ng Nm sn bay Ct Bi, Phng ng Kh, Qun Ng Quyn. - Parkson TD Plaza, Megastar. /c: Khu th mi Ng Nm sn bay Ct Bi, Phng ng Kh, Qun Ng Quyn. Thnh ph Bin Ha - Megastar Bin Ha. /c: 121 Quc l 15, TP. Bin Ho. 1.2.5. Xc tin : Highlands Coffee chin lc xc tin ca cng ty Vit Thi la chn lc mi bt u thnh lp qun v kinh doanh l chin lc xc tin im lng. V Highlands Coffee theo ui cc i tng mc tiu l trung lu, gii vn phng v gii tr l chnh, do chin lc kinh doanh chnh ca Highlands Coffee l m cc qun ti cc cao c vn phng ( Hng A c u tin ), m cc cao c ny vn tn ti mt lng khch hng tim nng rt ln, c kh nng phc v nhu cu ca lng khch hng ny Highlands Coffee cng c th qu ti vo thi gian . Do khng thc s cn thit s dng cc hnh thc xc tin ca marketing y mnh thm doanh s. Mt khc vi chin lc xc tin im lng, khng gy ch cho cc i th cnh tranh, thc s gip Highlands Coffee pht trin v ng vng trn th trng, tr thnh chui ca hng cafe ln th 2 Vit Nam. Sau khi hot ng kinh doanh mt thi gian v n nh, Highlands Coffee tin hnh m rng hot ng kinh doanh mnh m khp c nc, do , khng nh thng hiu ca mnh y mnh hot ng xc tin ca mnh thng qua cng c PR. T ho l thng hiu Vit Nam, trit l ca Highlands Coffee l kt hp nhng tinh hoa ca th gii hin i vi nhng nt duyn v gi tr truyn thng ca Vit Nam. L mt thnh vin nng ng trong cc hat ng x hi, Highlands Coffee rt quan tm v ti tr cho hng lat cc chng trnh t thin, vn ha, v
Nhm 7 Page 10

www.RaoVatonline.vn - Mua bn | Rao vt | ng tin | Qung co min ph

th thao. Bn cnh , Highlands Coffee cng hp tc vi cc khch sn (Mercure) cng qung b thng hiu cho mnh. Mt s chng trnh ti tr nh:

American Independence Day Australia Day Canada Day Terry Fox Run Fun Run for Charity International School Charity French Dinner Charity Soccer For The Streets Saigon Cyclo Challenge Saigon Ultimate Frisbee Tournament

Ngoi ra, Highlands Coffee, cng c hot ng khuyn mi, tuy nhin vi mt kh t. Gn y, nhn dp k nim Sinh Nht Ln Th 11, Highlands Coffe chnh thc cng b chng trnh khuyn mi c bit. Ch vi 22.000 khch hng c th thng thc hng v caf sa v caf yu thch (gi thng thng 45.000 cho caf v 50.000 caf sa ), ti cc chui ca hng ca Highlands Coffee. Khi thng thc bt k hng v caf no ca Highlands Coffee, bn s d nhn ra rng nhng ht caf ni y c la chn k lng, l s pha trn gia hai loi caf Arabica v Robusta, em li hng v rang xay c trng ca caf Vit Nam, c v bo ca b cng hng v m . 1.2.6. Con ngi : Cng ty C Phn Vit Thi Quc T l mt trong nhng Cng ty hng u trong ngnh c ph, bn l, dch v cao cp; vi gn 60 qun Highlands Coffee v ca hng thi trang th thao Nike, hin nay c hn 1,200 nhn vin trn ton quc. i ng nhn vin ca Highlands coffee c tuyn chn v hun luyn qua mt quy trnh gt gao ng thi c s qun l t mt i ng qun l chuyn nghip, sng to. Nh l David France, trc y tng lm tng gim c ca sn phm nc ng chai Coca Cola ti Vit Nam. Highlands Coffee tuyn chn nhng nhn vin tt nht cho tng cng on. tr thnh nhn vin ca Highlands Coffee d l v tr no, part time hay full time u phi p ng nhng yu cu
Nhm 7 Page 11

www.RaoVatonline.vn - Mua bn | Rao vt | ng tin | Qung co min ph

cao v cch lm vic, phong cch phc v c th em ti cht lng tt nht cho khch hng. Bn cnh Highlands Coffee cng thng xuyn tuyn dng nhng nhn vin mi lun to c lung sinh kh mi cho mi qun c ph .V vy khch hng mi khi bc vo Highlands Coffee lun cm nhn c s nng ng, mi m, ti tr t i ng nhn vin. Trc khi bt u lm vic mi nhn vin u c hc trong 3 ngy v nhng vn c bn v c ph, hc v phong cch phc v ca Highlands Coffee, ri sau s bt u lm vic di s hng dn ca i ng qun l. 1.2.7 Cc yu t hu hnh : im mnh ca Highlands Coffee chnh l tp trung ln chi ph vo thu a im, ch yu l cc khu thng mi cao cp v qun trung tm. H thng ca hng ca Highlands Coffee c chia lm hai kiu: trong nh v ngoi tri: Cc khng gian trong nh mang phong cch sang trng, m cng ph hp vi nhng ngi thch s ring t v yn tnh. Vi khng gian ny, th loi nhc thng c chi l nhc Jazz. Trong khi , cc ca hng ngoi tri li mang mt phong cch khc hn: nhiu cy xanh ha hp vi thin nhin ph hp vi nhng ngi nng ng, thch s nhn nhp. Bng hiu: Bng hiu Highlands Coffee c thit k kh bt mt vi 2 gam mu chnh l v trng. Khung ch mu ni bt trn nn n mu trng rt d nhn bit. Bng hiu khung hnh bu dc, c treo cao, mang phong cch Ty phng. Thit k ca hng: n tng u tin khi n Highlands Coffee l mt khng gian sang trng vi hai gam mu ch o l -en. Nhng chic n lng mu gn lin vi cc chui ca hng ca Highlands Coffee. Chnh v mu sc ny lm cho cc qun ca Highlands Coffee c cm gic m p v thun nt ng. Bn cnh , Highlands Coffee cn l s kt hp vi cc gi tr phng Ty biu hin qua cc bn gh bng g, nhng chic gh bnh to. Vi nhng qun ngoi tri, c ph Highlands Coffee t im nhn vo nhng chic d trng, ni bt mt gc, gi
Nhm 7 Page 12

www.RaoVatonline.vn - Mua bn | Rao vt | ng tin | Qung co min ph

nh n phong cch cc qun c ph ngoi tri hay Php. Bn gh ca cc qun ny nh gn hn, c th di chuyn d dng, nhng vn lm bng g v c nt ng nht vi cc qun trong nh. c bit, khi n cc qun c ph Highlands Coffee t trong cc ta nh sang trng nh Vincom, Parkson, khch hng c th nhn thy Highlands Coffee vi sn lt bng g, tch bit hn Highlands Coffee vi cc khu vc xung quanh. c bit, cc qun trong nh ca Highlands Coffee cn t nhng chic bn cao vi gh xoay ging nh bn cc quy bar, hng ra ng, phc v cho nhng khch c nhu cu ngi mt mnh ngm ng ph. Chnh cch by tr kt hp -u to nn mt nt ring cho Highlands Coffee. Khch n qun, bn cnh nhng loi nc ung v thc n ngon ming cn nhn c gi tr cm nhn n t khng gian thoi mi, sang trng v ng cp. Vic b tr mt bng ti Highlands Coffee kh hp l: quy pha ch c t ti chnh gia qun (khch hng c th quan st c d dng qu trnh pha ch v yn tm vi cht lng sn phm, an ton v sinh, ng thi gip nhn vin nm bt nhu cu v phc v khch hng tt hn My mc linh kin i din cho nhng thng hiu hng u th gii v my pha c ph v linh kin cng vi s h tr ca i ng k thut vin lnh ngh, chng ti tin rng mi nhu cu ca bn cng s c p ng d ln hay nh

1.2.8 Tin trnh: Quy trnh ch bin sn phm Highlands Coffee m bo cung cp cho khch hng nhng sn phm c ph vi cht lng tuyt ho. iu ny c th hin thng qua cam kt v cht lng m bt u t khu chn mua nhn c ph, Highlands Coffee ch lm vic vi nhng nh cung cp c uy tn cho nhng ht loi A tt nht. Sau , phng th nghim s thc hin nhim v kim tra mu hng chc chn hng phi t nhng tiu chun nghim ngt t ra. Sau khi nhp hng vo kho, cng nhn s la loi i nhng ht km cht lng. Ch cn mt ht c ph km cht lng st li c th ph hu ton b cht lng ca mt l hng. Bo qun c ph cng l mt iu ng quan tm. Hu ht c ph Vit Nam vn cha c bo qun ng cch,
Nhm 7 Page 13

www.RaoVatonline.vn - Mua bn | Rao vt | ng tin | Qung co min ph

chnh iu ny lm cho c ph d b m mc v c nguy c gy ung th cho ngi ung. Vi Highlands Coffee, nhn c ph c bo qun k ni kh ro v thng xuyn c kim tra v m. Quy trnh rang c ph c kim sot bi mt i ng chuyn vin y kinh nghim, chnh l s phi hp nhun nhuyn gia kinh nghim v khoa hc v thi gian v nhit rang c c nhng ht c ph rang tuyt vi nht. C ph sau khi rang s c lm ngui trc khi cc chuyn vin tin hnh cng vic phi trn gia ht Arabica v Robusta theo mt t l nht nh cho ra nhng sn phm c ph Highlands Cofffee cao cp. Cui cng nhng khng km phn quan trng l khu ng gi. m bo cht lng ti u, bao b c thit k mt lp lt c bit cng vi van mt chiu gip thot kh v gi c ti mi ca c ph trong thi gian di. Highlands Coffee lun c khch hng nh gi l c phong cch phc v rt chu o v thn thin. T khi khch hng bc chn vo ca hng s c nhn vin n tip nim n, hng dn v ch ngi thch hp, sau a menu, hng dn khch hng xem menu v chn mn. Nhiu khch hng ln u c th khng quen vi cc tn gi ung ti y, hay mun thng thc mt loi no theo mun ca khch hng, u c nhn vin t vn, gi . Sau khi nhn order t khch, rt nhanh chng, quy pha ch s nhn thng tin v bt u pha ch. Trong thi gian ch, khch hng c th ung ly nc lc lnh (khc vi cc qun c ph thng thng, nc ung thng l tr , y Highlands Coffee l nc lc lnh, rt tinh khit, mang phong cch chu u). Trong khi thng thc ung, khch hng c yu cu g c th gi nhn vin cch khng xa bt c lc no. Sau khi xong, nhn vin s hng dn qu khch thanh ton mt cch nhanh chng v thun tin nht. V tt nhin, khng qun km theo l mt li cm n v hn gp li ln sau

Nhm 7

Page 14

www.RaoVatonline.vn - Mua bn | Rao vt | ng tin | Qung co min ph

Chng 2 : Qun tr ti chnh

2.1 Qun tr ngun vn : Trc tin c th xc nh c cu ngun vn ca mt qun cafe Highlands. Th cn phi xc nh tng vn u t ban u trung bnh ca mt qun cafe Highlands. y l bng chi ph u t ban u trung bnh ca mt qun cafe Highlands

2 2T TD g l n c he n nH th i tra nM : C U T g g S Vn N G ngn hng: vay 2 3 D n A m p ly (h i u P io ne e r V S X - 8 1 7 - S , c n g s u t B n a r : Vay ngn hng 214 u m ya t n nng: Vn t c: Gh 0 c g T L 225 T iv i4 m iny hl(hni u l C n ,): e n tr n g : 236 247 28 5 29 6 30 371 382 393 34 10 35 11 36 12 37 13 38 14 39 40 15 41 16

1S5L c i x 45% V T 3 6 0 W ): c i x 1 330,565,800 x 110 cc ii x 400,000,000 410 c ii x

2 ,3 5 ,0 G 1I ,4 9 0 ,0 00=V TT H2 N 0H 0T0 01 8 ,3 9 0 ,0 0 0= 0 00 14,95000,,0 0 0== 0 93,90900,,0 0 0==

8 ,3 9 0 ,0 0 0 41 ,,9 0 00 ,00000 0 50 , 1 9 ,90900 0,0, 0 0 2,

T iv in 3 g intcrh (h, ikuiTnCg L ): 55,92900,,0 0 0== B 2 n : 130 cc ii x x 0 00 M h y q u a,y nsinm :t (S A N Y O ): h 5 0 ,0 G g 420 cc ii x x 59 2 0 ,0 0000== T n g , k e m , tr i c y d a l n h , y a o u rt, d n g1 l n hc kih c : x 8 ,5 0 0 ,0 0 0= l t ly b n g g ( h i u : C t y C h n M in h ) : 80 ci x 3 ,6 5 0 = D n lo a (M , 5 0 0 W /c p ): 2 cp x 3 ,5 0 0 ,0 0 0= G t t n th u c b n g g m ( T A 5 8 ) : 30 ci x 1 9 ,3 0 0= C p tru y n Q u c t : 1 b x 6 0 0 ,0 0 0 = M I t b rne B p h s h v ifi: 5 9 00 T inml p no x In te n g tn + c c h o t n n gn W i n ( 3 0 4 - 3 6 c m ) : b i x 1 c x 11,50000,,0 0 0== L i cho 8 0 7 x 5 00 = y nn, h nu, nng ctr, tin c ng : k h c h ( L u c k y L G - 3 6 - 2 11 3 , bly 5 m xl) : 3 5 ,0 0, 5 ,000 0=

157, ,907 0 ,0 0 00 2 0 ,0 0 00 2 1 ,98000 0,0, 0 0 0, 8 ,5 0 0 ,0 0 0 2 9 2 ,0 0 0 7 ,0 0 0 ,0 0 0 5 7 9 ,0 0 0 6 0 0 ,0 0 0 5 00 15,50 040,,0 0 0 4 0 , ,0 3 54,0 0 0 0 0000

1 7 T m l t p h a c p h :

y nugpnhg cc p n v i n: ( O c e a n N y o r k B 0 7 8 1 1 , 3 22024m l)b:ly x nh h 41010,,0 0 0 == 85,80 010,,0 0 0 L 4 4 6 M y yu n g ti i n t C A S IOO TcK a T 2W 0 a (c r k 0 0 4n1):2 1,123 5 0lymi l) :x c x 6 ,9 6 02,00000== 61,99 740,,0 0 0 L tnh c n p h s a ( e - n 0 te B t ti 17, 4 00 M y v i tn h p h c v th n g k , k to n , l u n h c : 1 ci x 1 0 ,0 0 0 ,0 0 0= 1 0 ,0 0 0 ,0 0 0 L y u n g c a m v t, u n g s in h t ( O c e a n P ils . B 0 0 9 1 0 ,ly3 0 0xm l) : 1 0 , 6 0 0 = 8 8 4 ,8 0 0 0 1 t q u y b a r tn h ti n v d n n h c : 1 b x 4 ,0 0 0 ,0 0 0= 4 ,0 0 0 ,0 0 0 L y u n g L ip to n , c h a n h , m e , c h a n h , 1 6 L y ly n g xc a o L G7 -, 2 0 0 3 7 0 . 5 m l) :5 , 2 0 0 ( 32, = 11 T ra n g tr n i th t, s a c h a q u n , tra n g tr c y c n h: 1 l n x 3 0 1 ,9 8 1 ,7 0 0 3 0 1 ,9 8 1 ,7 0 0 = M i p n c g i p n n c2 x 4 , 8 0 0 == 5 02,0 0 0, 8 0000 6 8 ,0 C hu h gti n cp hn th tv k ckh u nhg c s ha qbu n :g I n o x : 5 6 m i x C k c x 2 0 ,0 0, 2 ,000 0= 2 0 2 80 ,08,0 0 0 1 00 = C hiyp h hbuny h i u , ch c am n v t, L ip to n , n c k h c , 2.1.4. ) : b i x g n (p : ,0 0 0 C h i h hth P A N Oh v inq u hngmc tr : ( L U M I N A R C , 113,03 lt)mi x o t : 1 ,5 3 00,00000== 46,53 000,,0 0 0 B n p y tin l c c 60, 0 C h iinp hl p h c c 0 2 pth ng n g Im ot xb: n g : 2 thcnig x ,0 0 0 = 08 P h n t ca h b thu n 3 x 8 0 6 00 ,00,0 0 0= 1 6 1 ,0 00 ,00,0 000 0 TN G CN G: 7 3 0 ,5 6 5 ,8 0 0

3 1 1

ci x ci x ci x

2 5 ,0 0 0=

7 5 ,0 0 0

1 8 N i l n n u n c s i: 1 9 B n h c h a c p h p h a s n :

5 0 0 , 0 0 0= 1 2 0 , 0 0 0=

5 0 0 ,0 0 0 1 2 0 ,0 0 0

2 0 K l n n g ly b n g I n o x : 2 ci x 6 0 0 , 0 0 0= 1 ,2 0 0 ,0 0 0 2 1 C c lo i c h a i, l k h c n g m t s th k h c ( n g , m ux i, c1h,a0 n0h0 m0 u0 =0 i, 1) :, 0 0 0 , 0 0 0 1 b ,
Nhm 7 Page 15

www.RaoVatonline.vn - Mua bn | Rao vt | ng tin | Qung co min ph

Cng ty s t u t vo khong 400 triu ng bng vn ch s hu v s tin cn li tin hnh vay ngn hng hot ng. 2.1.1 Qun tr ngun vn vay : Ngun vn vay ngn hng chim khong 45% trn tng s vn u t ban u ca mt qun cafe Highlands. Highlands, cng ty lun t l ti tr ngn hng di mc 50% hn ch ri ro v n do d n u t hoc k hoch kinh doanh khng nh mun. i vi Highlands, cng ty la chn cch vay vn trung v di hn vi thi gian vay c th l 3 nm. Chi ph li vay vo khong 1,9% thng, tng ng 22,8%/nm. V hnh thc tr n ca khon vay ny l tr n gc bnh qun, li gim dn theo s d. Tin dng tr n vay c ly t li nhun thu c, khi qun cafe tin hnh hot ng v c li. V s tin ny s c cng ty quy nh vi mt t l trn li nhun sau thu thu c. 2.1.2 Qun tr ngun vn ch s hu : V ngun vn ch s hu, ngun vn ny s gm 2 phn, phn 1 s l ngun vn u t ban u ca cng ty khi tin hnh m qun cafe Highlands. Ngun vn ny s c cng ty hoch nh v s dng vo vic mua cc thit b, dng c, cng nh trang tri cc chi ph u t ban u khc qun cafe c th tin hnh hot ng kinh doanh. Phn cn li ca ngun vn ch s hu, chnh l phn doanh thu gi li khi qun cafe tin hnh hot ng. Thng thng ngun vn ny s c dng lm vn lu ng v tn ti di dng tin mt v cc qu, i vi Highlands ngun vn ny s mc 5%-10% doanh thu thu c t hot ng bn hng v cung cp dch v ca qun. i vi ngun vn ny, cng ty s dng thanh ton chi tr cho ngi bn, ngi cung cp dch v cho qun v lm cc hot ng marketing ring cho qun, thng cho nhn vin, trang tr tu sa qun nu cn. 2.2 Qun tr ti sn : 2.2.1 Ti sn lu ng : 2.2.1.1 Tin : Mi qun cafe Highlands s hch ton v kinh doanh c lp vi nhau. Do , mi qun s c mt nhn vin k ton ring ca mnh. Nhn vin k ton ny s gi c chc v thu ngn v gi tin mt ca qun. n cui ngy kinh doanh s tin hnh kt s doanh thu bng tin mt trong ngy. Lng tin mt c c ny s c dng ch yu chi tr cc khon chi ph
Nhm 7 Page 16

www.RaoVatonline.vn - Mua bn | Rao vt | ng tin | Qung co min ph

phi tr ngi bn ca qun cafe. Sau khi chi tr, nhn vin k ton s hch ton v cn i thu chi chi tit vo s k ton. 2.2.1.2 Hng ha : i vi qun cafe Highlands, sn phm ca qun s c cc nhn vin thc hin pha ch ngay theo yu cu ca khch hng, do vic d tr hng ha ch hon ton l d tr v mt nguyn vt liu. Tuy nhin, Highlands, do cafe l sn phm ch yu v c cung cp trc tip t tng cng ty Highlands, m cng ty ny c kho d tr hng ha ti Tp.HCM do vic t hng v vn chuyn hng ha l rt d dng. Nn mi khi gn s dng ht cc ngun nguyn vt liu, nhn vin qun s tin hnh lin h t hng vi cng ty, v s c ngi vn chuyn n tn ni trong thi gian nhanh nht. 2.2.1.3 Cng c, dng c v cc ti sn lu ng khc : Thng thng i vi qun cafe Highlands, ti sn ch yu l cc ti sn lu ng cng c dng c phc v qun, cc ti sn ny thng gm cc khon nh
B m tr : n y n G m ln l , trn : h y g n en g B g trn ki g n , n : G g n : h , m lt lybn g : g G tnth bn g (T 5 t u c g m A 8): M In xbn n c ch n nv (30 6cm m o g o h in 4-3 ): L n u gtr ch k ch(L ckyL -36-2 , 75 l): y h n o h u G 13 m L u gc ph (O y n ceanN o B 11, 3 m y rk 078 20 l): L u gc ph sa (O y n ceanW B ater 00412 3 m , 50 l): L u gcamv u gsin t (O y n t, n h ceanPls.B 910 300 l): i 00 , m L u gL n ch h m ch h (L n cao L -32, 370 l): y n ipto , an , e, an , y g G .5m M gc ph v c p sa b gIn x un h n o : C kh yn c (camv Lpton n c k c, ...): y u t, i , h B hth ytin l ch tr (L M A C 1,3 l n h n m U IN R , t): P inl ph c ph b gIn : h n a n ox T l ph c p : m t a h N i l n n c si: n u B hch c p ph sn n a h a : K l n lyb gIn x n g n o : C lo ch l k c gm t s th kh ( n , m i, ch hm c i ai, h n c g u an u i, ): D g l ch n gth i tran : n e n g D A ply(h P eer V X 7-S c gsu 36 ): n m iu ion S -81 , n t 0W a a n g u n : T i 4 in (h T L iv 0 ch iu C ): T i 3 in (h T L iv 2 ch iu C ): M q aysin t (S N O y u h A Y ): T n kem tri cyd ln , y u d gln kh g , , a h ao rt, n h c: D lo (M , 50 /cp): n a 0W H th n In et + B p t sn W i: g tern h g if gp n nv : n 7 c h in h Nhm M tn tinint C S T -T 00 (c kt tin y h A IO K 2 ): M v t hph c v th gk k ton lun c: y i n n , , h 01 tqu bar tn tinv d n c: y h n h B gh , h p n iu n P N q n co A O u g

Page 17

www.RaoVatonline.vn - Mua bn | Rao vt | ng tin | Qung co min ph

sau : (S lng v n v tnh, thnh tin c th tham kho trn phn ngun vn )

i vi nhng ti sn lu ng ny, n cui ngy nhn vin qun l ca qun s tin hnh kim k, xc nh s lng cng nh tnh trng ca cc ti sn ny. Nu c s thiu ht hoc h hng, th tin hnh xc minh, tm hiu nguyn nhn, sau tin hnh x l. Bin php x l ty vo gi tr ca ti sn ngn hn. Nu ti sn c gi tr thp ( < 1 triu ), qun l s tin hnh thng bo n b phn k ton v tin hnh mua mi; tin dng mua mi s c trch ra t cc qu trong phn ngun vn lu ng ca qun. Nu ti sn c gi tr ln ( > 1 triu ), qun l s tin hnh lp vn bn bo co h hng, mt mc. Sau gi v phng k thut ca cng ty yu cu mua mi. Tin dng mua mi cng c trch t cc ngun ngn qu ca qun. Thng thng, thi gian s dng ti a ca cc ti sn lu ng ca qun cafe Highlands l 3 nm, sau 3 nm qun s tin hnh thay mi cc thit b ca mnh. Ty vo tnh hnh hot ng kinh doanh thc t ca mi qun m thi gian ny c th c rt ngn nhiu hay t. 2.2.2 Ti sn c nh : i vi ti sn c nh. Nht l bt ng sn, nn t hay nh kinh doanh qun cafe. Highlands la chn cch thc thu ngoi tit kim chi ph, do bt ng sn ti khu vc trung tm thnh ph, nht l khu vc Q3 c gi rt cao. Nu mua ti sn c nh kinh doanh, s dn n chi ph u vo rt cao, to p lc v chi ph. Do bin php thu ngoi s hiu qu hn khi kinh doanh qun cafe Highlands. Tuy nhin i vi ti sn c nh, d thu ngoi hay mua mi, Highlands u tn mt khon chi ph sa cha ban u kh ln. V vic bo qun ti sn c nh, thng thng sau 1 k kinh doanh, Highlands s tin hnh trang tr, sa cha li qun. Ngun kinh ph s c ly t cc ngun qu d phng ca qun.

Nhm 7

Page 18

www.RaoVatonline.vn - Mua bn | Rao vt | ng tin | Qung co min ph

2.3 Qun tr doanh s bn : Doanh s bn ch yu ca qun l sn phm t cafe.

C h ti u
S l n g bn : T n g s l y/bn / n g y: G i h ot n g / n g y: T h i g i an tr u n g b n h s d n g 1 bn T n g s l y bn / n g y: C n g s u t bn h qu n c a qu n S l n g bn b n h qu n : G i bn b n h qu n /l y: D oan h th u b n h qu n /n g y:

N m 1
2 0 bn 4 ly/ bn / n g y 1 0 ti n g / n g y 1 ti n g 8 0 0 ly/ n g y 30% 2 4 0 ly/ n g y 4 0 ,0 0 0/ l y 9 ,6 0 0 ,0 0 / n g y 0

N m 2
2 0 bn 4 l y/ bn / n g y 1 0 ti n g / n g y 1 ti n g 8 0 0 l y/ n g y

N m 3
2 0 bn 1 0 ti n g / n g y 1 ti n g 8 0 0 l y/ n g y

4 l y/ bn / n g y

45%
3 6 0 l y/ n g y 4 0 ,0 0 0/ l y 1 4 ,4 0 0 ,0 0/ n g y 0

55%
4 4 0 l y/ n g y 4 0 ,0 0 0/ l y 1 7 ,6 0 0 ,0 0/ n g y 0

Trong nm u tin sau khi thnh lp qun, c gng duy tr doanh s bn mc 240 ly/ngy. Tc l t cng sut bn khong 30% so vi cng sut ti a d kin. c th t c ch tiu ny, qun cn phi y mnh hot ng marketing, nht l cc hot ng gii thiu. Cc qun hot ng trn 1 nm c gng duy tr cng sut hot ng t 45% n trn 55%, c th t c li nhun nh mong mun. V cc hot ng marketing, nht l hot ng xc tin, qun l cc qun c th ty ra cc bin php y mnh doanh s bn cho qun mnh, ngun kinh ph s c ly t cc qu d tr ca qun. Mt khc, ti tng cng ty Vit Thi, ti phng Marketing cng c nhng k hoch chin lc xc tin marketing nhm gip tt c cc qun trong chui ca hng cafe Highlands y mnh doanh s bn ca mnh, i vi cc hot ng ny, ngun kinh ph s do tng cng ty chi tr. 2.4 Qun tr chi ph : Mi qun s t chu cc khon chi ph hot ng ca mnh nh : chi ph v tin in, nc, chi ph nguyn vt liu, chi ph nhn cng ... Mi qun s c b phn k ton ring hch ton ring l cho qun mnh. Cui k kinh doanh, b phn k ton mi qun s c trch nhim chuyn cc bo co ti chnh, s sch k ton ca mnh cho b phn k ton tng cng ty Vit Thi tin hnh hch ton chung cho c h thng chui ca hng cafe Highlands. Mi qun s c mt qun l ring v chu trch nhim trc tip v cc khon
Nhm 7 Page 19

www.RaoVatonline.vn - Mua bn | Rao vt | ng tin | Qung co min ph

mc chi tiu ca qun mnh. 2.4.1 Chi ph bn hng : Chi ph nhn cng : Nhn vin bn Full time Nhn vin bn Part time Nhn vin tp v 2 8 2 ngi ngi ngi Lng/ 2,000,00 Lng 4.000.000 thng 0 Lng/ gi 14,000 Lng 13.440.000 Lng/ thng Lng/ thng Lng/ Thng

1,500,00 Lng 3.000.000 0 Nhn vin pha ch 3 ngi 2,500,00 Lng 7.500.000 0 Chi ph thu bo v 1 Ngi 2,400,00 Lng 2,400,000 xe, dn xe cho khch 0 Tng 16 ngi 30.340.000 Trung bnh ti mt qun c khon 15 nhn vin, bn trn l phn lng c nh ca cc nhn vin trong qun. Trong c 8 nhn vin part-time, 8 nhn vin ny s c chia lm 2 ca, mi ca lm khong 4 ting. Ngoi phn lng c nh ny, cc nhn vin cn c th nhn c cc khon thng khc ty vo tnh hnh hot ng kinh doanh ca qun. Bin ph nguyn vt liu : Highlands bin ph nguyn vt liu vo khong 5000 ng/ly. i vi bin ph nguyn vt liu ny khng ch n thun l bin ph nguyn vt liu ca thc ung cafe. y l bin ph nguyn vt liu trung bnh ca mt hng thc ung trong ca hng. V Highlands d tr s bin ng chi ph nguyn vt liu vo khong 10%, vy chi ph tng nguyn vt liu vo khong 5500 ng/ly. Ngoi ra cn c chi ph thu mn mt bng vo khong 80 triu/thng. 2.4.2 Chi ph qun l : Chi ph nhn cng qun l : Qun l Tr l Thu ngn, k ton Tng 1 2 1 4 ngi ngi ngi Ngi Lng/ thng Lng/ thng Lng/ thng 10,000,00 Lng 10,000,000 0 5,000,000 Lng 10,000,000 2,500,000 Lng 2,500,000 22,500,000

Tng t nh nhng nhn vin bn hng khc, pha trn l phn lng c nh,
Nhm 7 Page 20

www.RaoVatonline.vn - Mua bn | Rao vt | ng tin | Qung co min ph

ngoi phn lng c nh ny cc nhn vin c th nhn c cc khon thng khc. c bit l nhn vin qun l trc tip, khon thng ny c th rt ln. Ngoi chi ph nhn cng qun l cn c cc chi ph nh chi ph tin in, chi ph tin nc, tin internet, nhng chi ph ny vo khon 6 triu ng mi thng. Trong chi ph tin in khong 3 triu, nc khong 2 triu v internet 1 triu. Ngoi ra cn c cc chi ph khc nh chi ph bi trn, qu biu, tip khch ... Khon mc chi ph ny c hch ton vo chi ph khc v vo khon 30 triu/nm.

2.4.3 D tr kinh ph hot ng trong ngy : Nu cng sut hot ng trung bnh trong ngy ca qun mc 30%, chi ph hot ng trong ngy s mc :

T N G C H I P H H O T N G C A Q U N C P H 01 N G Y:
- L n g n h n vi n : - i n : - N c v In t e rn e t : - N g u y n li u : - Ti n n n h n vi n : - C hi ph m t bng: - C h i p h q u n l : - C h i p h q u b i u t i p k h c h : 3 , 8 8 1 / ly / n g y 4 1 7 / ly / n g y 4 1 7 / ly / n g y 5 , 5 0 0 / ly / n g y / ly / n g y 1 1 , 1 1 1 / ly / n g y 3 , 1 2 5 / ly / n g y 3 4 7 / ly / n g y T N G C N G C H I P H / N G Y : T N G C N G C H I P H / L Y /N G Y : = = = = = = = = 9 3 1 ,3 3 3 /n g y 1 0 0 ,0 0 0 /n g y 1 0 0 ,0 0 0 /n g y 1 ,3 2 0 ,0 0 0 /n g y /n g y 2 ,6 6 6 ,6 6 7 /n g y 7 5 0 ,0 0 0 /n g y 8 3 , 3 3 3 /n g y 5 ,9 5 1 ,3 3 3 /n g y 2 4 , 7 9 7 /l y /n g y

Nu cng sut hot ng trung bnh trong ngy ca qun mc 45%, chi ph hot ng trong ngy s mc :

TN G C H I P H H OT N G C A QU N C PH 01 N G
- L n g n h n vi n : - i n : - N c v In t e rn e t : - N g u y n li u : - T i n n n h n vi n : - C hi ph m t bng: - C h i p h q u n l : - C h i p h q u b i u t i p k h c h :
Nhm 7

2 , 5 8 7 / ly / n g y 2 7 8 / ly / n g y 2 7 8 / ly / n g y 5 , 5 0 0 / ly / n g y / ly / n g y 7 , 4 0 7 / ly / n g y 2 , 0 8 3 / ly / n g y 2 3 1 / ly / n g y T N G C N G C H I P H /N G Y : T N G C N G C H I P H /L Y /N G Y :

= = = = = = = =

9 31 ,3 33 /ng y 1 00 ,0 00 /ng y 1 00 ,0 00 /ng y 1 , 9 8 0 , 0 00/ n g y /ng y 2 , 6 6 6 , 6 67/ n g y 7 50 ,0 00 /ng y 8 3 , 3 3 3 / n g y

Page 21

6 , 6 1 1 , 3 3 / n g y 3 1 8 , 3 6 5 / l y / n g y

www.RaoVatonline.vn - Mua bn | Rao vt | ng tin | Qung co min ph

Nu cng sut hot ng trung bnh trong ngy ca qun mc 55%, chi ph hot ng trong ngy s mc :

TNG CHI PH HOT NG CA QUN C PH 0

- L n g n h n vi n : - i n : - N c v In t e r n e t : - N g u y n li u : - T i n n n h n vi n : - Chi ph m t bng: - C h i p h q u n l : - C h i p h q u b i u t i p k h c h : 2 , 1 1 7 / ly / n g y 2 2 7 / ly / n g y 2 2 7 / ly / n g y 5 , 5 0 0 / ly / n g y / ly / n g y 6 , 0 6 1 / ly / n g y 1 , 7 0 5 / ly / n g y 1 8 9 / ly / n g y T N G C N G C H I P H /N G Y : T N G C N G C H I P H /L Y /N G Y : = = = = = = = = 9 3 1 , 3 33/ n g y 1 0 0 , 0 00/ n g y 1 0 0 , 0 00/ n g y 2 , 4 2 0 , 0 /0n g y 0 /n g y 2 , 6 6 6 , 6 /7n g y 6 7 5 0 , 0 00/ n g y 8 3 ,3 3 /n g y 3 7 , 0 5 1 , 3 3n g y 3/

1 6 ,0 2 /ly /n g y 6

y cng l mt trong nhng c s nh gi bn sn phm ca qun cafe Highlands.

2.5 Hch ton kt qu kinh doanh : 2.5.1 Hch ton li l : Hch ton d bo li l l cng vic khng th thiu khi qun tr ti chnh. Di y l bng k hoch hch ton kt qu kinh doanh trong 3 nm u, sau khi mt qun cafe Highlands bt u a vo hot ng :

TNG CHI PH HOT N G C A QUN C PH 01 NGY:

- Lng nhn vin: - in: - Nc v Internet: - Nguyn liu: - Tin n nhn vin: - Chi ph mt bng: - Chi ph qun l: - Chi ph qu biu tip khch: TNG CNG CHI PH/NGY: TNG CNG CHI PH/LY/NGY: 2,117 /ly/ngy 227 /ly/ngy 227 /ly/ngy 5,500 /ly/ngy /ly/ngy 6,061 /ly/ngy 1,705 /ly/ngy 189 /ly/ngy = = = = = = = = 931,333 /ngy 100,000 /ngy 100,000 /ngy 2,420,000 /ngy 2,666,667 /ngy 750,000 /ngy 83,333 /ngy 7,051,333 /ng y 16,026 /ly/ng y /ngy Page 22

Nhm 7

ST T I II 1 2 III IV

K o nm c h 0 T N D A HT U G ON H Cn s h n d k n g u t o t g i S nl n ti th g u G bn V P i /D S T N C IP G H H B np i h N u v t li gyn u B Y+ L B X H T P + HH C q l P un C b nh n P g Ci p k h h hc L i v y v nl n a u g hp n h n i N c L g n C q l P un C b nh n P g C th t P u C k P hc KC HB L i n u ntr cth h u L i v yT H a D Tu T D h NN L i n u ns uth h a u 1 8 ,7 0 0 ,7 8 2 ,0 0 7 ,3 9 0 5 6 ,0 2 5 0 4 ,6 0 0 ,8 1 0 1 1 ,5 9 9 ,2 2 0 ,3 8 9 0 0 ,0 0 6 ,0 0 0 3 ,0 0 0 0 0 ,0 0 v in rn t te e 1 6 ,2 0 0 ,6 7 8 ,0 0 3 ,0 0 0 6 0 ,0 0 3 ,0 0 0 6 0 ,0 0 3 5 8 ,0 0 3 ,2 0 0 2 0 0 ,0 0 7 ,0 0 0 1 3 5 ,0 0 0 ,4 6 0 ,0 0 3% 0 8 ,4 0 6 0 4 ,0 0 0 0 2 4 ,4 0 0 ,1 2 8 ,0 0 4 5 0 ,0 0 7 ,2 0 0 4 5 0 ,0 0 7 ,2 0 0 -

Nm 2 5 8 ,0 0 0 ,1 4 0 ,0 0 4% 5 19 0 2 ,6 0 4 ,0 0 0 0 2 8 ,0 0 0 ,3 0 8 ,0 0 7 2 0 ,0 0 1 ,8 0 0 7 2 0 ,0 0 1 ,8 0 0 1 6 ,2 0 0 ,6 7 8 ,0 0 3 ,0 0 0 6 0 ,0 0 3 ,0 0 0 6 0 ,0 0 3 5 8 ,0 0 3 ,2 0 0 2 0 0 ,0 0 7 ,0 0 0 9 0 0 ,0 0 6 ,0 0 0 3 ,0 0 0 0 0 ,0 0 3 1 ,7 0 0 ,5 6 2 ,0 0 5 ,2 6 0 0 4 ,0 2 9 4 8 ,6 0 8 ,6 1 0 2 8 ,7 2 9 ,4 1 9 ,3 8 4 6 ,7 0 0 ,6 8 2 ,0 0 2 ,1 3 0 5 2 ,0 1 1 0 ,2 1 0 ,3 7 4 ,6 0 3 3 ,3 5 9 ,3 6 5 ,3 9 9 0 0 ,0 0 6 ,0 0 0 3 ,0 0 0 0 0 ,0 0 1 6 ,2 0 0 ,6 7 8 ,0 0 3 ,0 0 0 6 0 ,0 0 3 ,0 0 0 6 0 ,0 0 3 5 8 ,0 0 3 ,2 0 0 2 0 0 ,0 0 7 ,0 0 0 3 6 3 ,0 0 0 ,3 6 0 ,0 0 5% 5 18 0 5 ,4 0 4 ,0 0 0 0 2 3 ,4 0 0 ,5 8 8 ,0 0 8 1 0 ,0 0 7 ,2 0 0 8 1 0 ,0 0 7 ,2 0 0 -

www.RaoVatonline.vn - Mua bn | Rao vt | ng tin | Qung co min ph

Nhm 7

Page 24

www.RaoVatonline.vn - Mua bn | Rao vt | ng tin | Qung co min ph

2.5.2 nh gi hiu qu cc khon u t : 2.5.2.1 nh gi ha vn : Sn lng ha vn Cng sut ha vn Doanh thu ha vn 48,327 16.78 1,933,080,130

Sn lng ha vn trung bnh ca mt qun cafe Highland vo khong 48327 ly nc bn c. Tng ng vi cng sut hot ng ca qun mc 16,78%. Tng ng vi hn 3 bn trong tng s 20 bn ca qun hot ng lin tc trong 1 ngy hot ng. Hay tng ng vi nu c t nht 14 khch hng trong mt gi hot ng ca qun th qun s t sn lng ha vn. Vi mc sn lng ha vn ny, y l mt iu khng qu kh c th thc hin c. Do kh nng hon vn ca qun l kh cao, ri ro l khng nhiu. 2.5.2.2 T sut li nhun ca vn u : 30% T sut li nhun ca vn u t 1.66 45% 3.40 55% 4.57

T sut li nhun ca 1 qun cafe Highlands l rt cao. Vi 1 ng vn u t b ra, khi qun hot ng vi cng sut 30% th s thu v c 1,66 ng li nhun. V khi cng sut hot ng ca qun cng cao th t sut li nhun ny s cng ln. Vi mt t sut li nhun trn vn u t rt cao Highlands, hon ton vt xa so vi chi ph c hi cng vi chi ph lm pht ca ng vn u t ban u. Do y l mt hot ng kinh doanh hiu qu v c th mang li li nhun kh ln theo thi gian. 2.6. Gii php: Highlands nn ch ng hn trong vic y mnh doanh s bn ca mnh c th t c cng sut bn nh mong mun. Thay v b ng trong vic ch khch hng n v tm kim khch hng mi, trong thi im hin nay cng ty Vit Thi nn y mnh hn cc hot ng marketing ca mnh, khch hng bit n Highlands nhiu hn v tm n Highlands nhiu hn. Ngoi ra, vic Highlands ty cc qun l ca tng qun t ra cc bin php y mnh doanh s bn ca qun mnh s to nn s khng ng nht trong hot ng xc tin bn hng, iu ny c th gy nn s hn lon, mi ca hng xc tin theo cch ring ca mnh, iu ny c th lm khch hng nh gi rng Highlands khng chuyn nghip
Nhm 7 Page 25

www.RaoVatonline.vn - Mua bn | Rao vt | ng tin | Qung co min ph

trong cc khu hot ng, gin tip lm gim bt hnh nh ca Highlands. Mt khc vic quy nh ty ny, c th lm cho cc qun l qun mang tnh li, khng c p lc trong vic bt buc phi thc hin cc hot ng xc tin c gng y mnh doanh s bn ca qun mnh. V vy trong vn ny, Highlands nn quy nh r trch nhim ca cc qun l qun trong vic y mnh doanh s bng vic yu cu cc qun l trong trong mt khong thi gian c nh 2-3 thng phi trnh mt bng k hoch v xc tin nhm gip qun hot ng tt hn, sau , cho ng nht vic xc tin ti cc qun Highlands, tng cng ty Vit Thi s tin hnh nh gi li cc xut ny v chn ra nhng xut mang tnh kh thi tin hnh p dng cho cc qun. V kinh ph tng cng ty Vit Thi c th h tr thm cho cc qun nu cn. Hn na, cng ty Vit Thi cng nn thng cho cc qun l c nhng xut tt nhm kch thch to ng lc cho cc cp qun l ny tip tc pht huy. p dng h thng cng ngh thng tin, phn mm tin tin trong vic qun l doanh s bn, cc ti sn, nguyn vt liu ti cc qun Highlands. Nhm tng s kim sot ca tng cng ty n cc qun. Mt khc, iu ny cng mt phn gip cho cng vic qun l ca cc qun l ti mi qun Highlands s nh nhng hn, v vic qun l s c h thng hn. Hn na, vic p dng h thng cng ngh thng tin, phn mm tin tin trong vic qun l ny s gip cho cng ty tit kim c kh nhiu chi ph trong vic kim tra hot ng ca cc qun. Tng s lin kt gia cc qun. Ti Highlands hin nay, rt thiu s lin kt gia cc qun trong vic san s cho nhau v cc ngun lc. Highlands nn tng cng s lin kt ny, cc qun c doanh s bn nhiu, doanh thu cao, n nh qua thi gian s h tr mt phn v ngun vn cho cc qun kinh doanh mi thnh lp, cc qun c doanh s thp vn cha thch nghi c vi mi trng kinh doanh ... Mt khc, cc qun kinh doanh hi km hiu qu trong thi gian kinh doanh ca mnh, c th iu phi ngun lc h tr cho cc qun kinh doanh tt, ang b thiu ht v nhn lc.

Nhm 7

Page 26

www.RaoVatonline.vn - Mua bn | Rao vt | ng tin | Qung co min ph

Chng 3 : Qun tr ngun nhn lc

3.1 Tuyn dng : Do c th cng vic nn h thng Highlands Coffee thng ng tuyn dng trn website tm vic ph bin km yu cu cng vic cng nh mc lng ngh hu nh quanh nm. Ty theo tng v tr c th m yu cu khc nhau nh trnh hc vn THPT hay i hc, giao tip tt bng ting Anh, ngoi hnh a nhn, nng ng, c tinh thn trch nhim, c hoc khng c kinh nghim lm vic. Quy trnh tuyn chn nhn vin ca cng ty gm:
- Thng bo tuyn dng: thng ng thng bo tuyn dng trn cc website tm

kim vic lm hoc thng qua nhng nhn vin v ang lm ti Highlands Coffee.
- Tip nhn h s: cc ng vin c nhu cu lm vic s np h s ti Phng

Nhn S, Cng ty Vit Thi Quc T - Highlands Coffee, a ch 135/37/50 Nguyn Hu Cnh, Qun Bnh Thnh, TP HCM.
- Tuyn chn ng vin t yu cu: tuyn chn nhng nhn vin ph hp vi

cng vic s gip cng ty khng mt nhiu thi gian o to li. Vi nhng v tr qun l th yu cu kh cao v trnh ngoi ng, c th l ting Anh do nhu cu cng vic thng xuyn tip xc vi ngi nc ngoi. Cn vi nhn vin phc v th cn ch ting Anh giao tip c bn l c th p ng cng vic. Cng vic ti qun caf cng kh n gin nn quy trnh tuyn dng nhn vin khng phc tp. Phn ln cc nhn vin y u l cc bn sinh vin c nhu cu tm kim cng vic part-time thm thu nhp nn thi gian lm vic ca cc bn ti y khng lu. i vi nhng v tr phc v th cng ty tuyn quanh nm. 3.2 Hun luyn v o to : Nhn vin sau khi c tuyn s tham gia cc kha o to ca cng ty v k nng cn thit nhm m bo mang li cht lng dch v tt nht cho khch hng. i vi cc ng vin c nhn h s v ty v tr tuyn dng s c cng ty hun luyn trong vng 3 ngy trc khi bt u cng vic. Vi nhng v tr nh qun l chui ca hng, tr l qun l hay marketing th cng ty vn hun luyn trong vng t 2 7 ngy. Quyn li ca tt c nhn vin trong h thng Highlands Coffee l c tham gia cc kha hun luyn ca cng ty. 3.3. Lng v thng : Ch lng thng cng kh quan trng, n c th quyt nh s gn kt ca
Nhm 7 Page 27

www.RaoVatonline.vn - Mua bn | Rao vt | ng tin | Qung co min ph

nhn vin vi t chc c lu di hay khng. ng thi n cng nh hng n thi i vi cng vic ca nhn vin c tn tm hay khng. Di y l mc lng cho mt s v tr:
- Nhn vin thu ngn: lng 1.800.000 - 2.500.000 VN + thng doanh thu - Nhn vin an ninh: lng 2.000.000 - 3.500.000 VN + thng doanh thu - Nhn vin pha ch: lng 1.800.000 VN - 2.500.000 VN + thng doanh

thu
- Nhn vin tp v: lng 1.500.000 - 2.500.000 VN + thng doanh thu - Phc v bn fulltime: lng 1.800.000 - 2.500.000 VN + thng doanh thu - Phc v bn parttime: lng 14.000 VN/ 1h

- Cc v tr cao yu cu trnh c nhn, cao ng th thng mc lng cnh tranh v c m phn khi k kt hp ng lao ng. Mc lng ny s tng khong 100.000-300.000VN sau 3 thng. Ngoi lng hng thng, nhn vin cn c thng thm tin boa ty theo ca hng ni lm vic. y cng c th l ng lc gip nhn vin c thi phc v tt hn v quan tm khch hng nhiu hn. Ngoi ra, khi cng tc lu nm nhn vin c th c nng ln v tr cao hn trong b phn nghip v ang lm vic. 3.4 Giao nhim v, gim st v iu chnh : Giao nhim v Nhim v c m t khi ng vin tip nhn cng vic, ngoi ra cn c thm nhng nhim v khc c giao bi qun l. H tr trong qu trnh chuyn giao nhim v Trong qu trnh lm vic nhn vin phc v khch hng vi phong cch chuyn nghip c cng ty hun luyn. Thm vo h cng c qun l ca b phn ch dy thm. Gim st, kim tra v iu chnh Mi ca hng c mt qun l v 2 tr l thay phin qun l ca hng, ngoi ra cn c qun l khu vc kinh doanh. Cng ty yu cu nhn vin nghip v duy tr dch v khch hng v thit lp mi quan h tt vi khch hng; tun th cng thc v duy tr cht lng sn phm ca qun; tun th cc quy nh lm vic ca cng ty bao gm th tc lin quan n tin mt, an ton lao ng; hon thnh tt cng
Nhm 7 Page 28

www.RaoVatonline.vn - Mua bn | Rao vt | ng tin | Qung co min ph

vic c giao, bo co trung thc. 3.5 Pht trin mi quan h trong ni b cng ty v xy dng nn vn ha ca cng ty : Cng ty khuyn khch nhn vin pht trin mi quan h trong ni b ca hng, c s h tr gia cc b phn vi nhau. Vn ha phc v ca Highlands Coffee l nhit tnh v n cn nh th "khch n chi nh". i ng nhn vin ca Highlands mang phong cch phc v chuyn nghip, v mt lun t ra rt vui v, trn mi lun thng trc n ci vi khch. Khi khch bc chn vo qun, s c ngay nhn vin phc v cho n khch, sp xp v hng dn ch ngi, mi v t vn cho khch hng cch chn n ung v nhn order t khch mt cch chnh xc v nhanh nht. Trong qu trnh thng thc c ph ti qun, s lun c nhn vin sn sng p ng mi yu cu v gii p mi thc mc ca khch hng 3.4. Gii php: Highlands Coffee xy dng cho mnh quy trnh tuyn dng ring cho mnh mt quy trnh tuyn dng cng nh cc phng thc o to, hun luyn nhn vin kh hon chnh v ph hp. Tuy nhin chng ti ngh rng Highlands nn c nhiu bin php ng vin nhn vin nhm lm tng tinh thn trch nhim ca h hn. Khi ng tuyn dng ngoi ng trn cc website tm kim vic lm hay thng qua nhn vin th cng ty nn ng tuyn thm ti cc qun caf ca mnh, trn bo Nh vy ngi ang c nhu cu tm kim vic lm s d dng tm kim hn. H ch cn chy ngang qua qun th c th nhn thy thng tin tuyn dng, vi li cc website vic lm hin nay khng c tin dng nhiu. Cng ty ch ng tuyn trn cc website va tn chi ph m s lng ngi bit n cng thp hn so vi ng tuyn ti qun. Ngoi vic cng ty tr lng v thng theo doanh thu th cng ty cng nn thng cho nhn vin vo cc dp l, tt,nhm khch l tinh thn cho nhn vin, ng vin h lm vic. T chc cuc thi phc v ti nng hng nm. Nhm to khng kh thi ua gia cc nhn vin phc v v hn ch tnh trng phn bit i x i vi khch hng trong v ngoi nc Nhn vin phc v c qun l nh gi tt th qun l c th c nhn vin ny ln chc cao hn nh: trng ca, tr l T chc cc chuyn giao lu, gi ngoi ti cc khu du lch sinh thi nh: i
Nhm 7 Page 29

www.RaoVatonline.vn - Mua bn | Rao vt | ng tin | Qung co min ph

Nam, Vn Thnh, Vn Xoi, nhm tng thm s on kt gia cc nhn vin, xy dng vn ha cho cng ty.

Nhm 7

Page 30

www.RaoVatonline.vn - Mua bn | Rao vt | ng tin | Qung co min ph

Chng 4 : Qun tr qu trnh sn xut dch v

4.1 Tin trnh sn xut dch v : - Tip n khch - Gii thiu ch ngi cho khch - Gi menu v ghi yu cu

4.2 Phn b ngun lc : STT 1 2 3 4 Cng vic Tip n khch Gii thiu ch ngi cho khch Gi menu v ghi li yu cu a phiu yu cu cho NV pha ch v thu ngn Ngi Thc Hin Nhn vin phc v Nhn vin phc v Nhn vin phc v Nhn vin phc v, thu ngn S menu, Giy v vit My vi tnh Cng c, dng c

Nhm 7

1 2 3

- a phiu yu cu cho nhn vin pha ch v thu ngn nhp my

- B phn pha ch tin hnh pha ch theo yu cu ca khch - Phc v thc ung, n cho khch

- Nhn yu cu tnh tin ca khch, nhn vin thu ngn s kim tra li cc mn khch yu cu trong my, tnh ra s tin v gi ha n cho khch - Nhn tin ca khch - Tin khch ra v v cho hn gp li khch ln sau

Page 31

www.RaoVatonline.vn - Mua bn | Rao vt | ng tin | Qung co min ph

STT 5 6 7

Cng vic Pha ch ung cho khch Phc v ung cho khch Tnh tin cho khch

Ngi Thc Hin Nhn vin pha ch Nhn vin phc v Nhn vin phc v, thu ngn Nhn vin phc v, thu ngn Nhn vin phc v

Cng c, dng c Dng c pha ch Cc dng c nh : Khay, lt, My vi tnh, my tnh tin, phiu yu cu S tnh tin, ha n

Nhn tin v tr tin tha cho KH Tin khch ra v

4.3 K hoch thi gian phc v khch ung cafe : y l phn khng th thiu, gp phn quyt nh cht lng dch v. Ti Highlands, k hoch thi gian phc v khch hng c chun ha, tuy nhin nhng khon thi gian trn c th c s thay i ty vo tnh hnh hot ng thc t ca qun.

Nhm 7

Page 32

www.RaoVatonline.vn - Mua bn | Rao vt | ng tin | Qung co min ph

K hoch thi gian phc v nh sau :

4.4 D on cc ri ro c th xy ra trong qu trnh phc v : - Khch hng qu ng khng cn ch trng - Thiu menu gii thiu thc ung cho khch hng. - My tnh hng nhn vin thu ngn khng th nhp liu - B phn pha ch qu ti, do khch hng yu cu trng qu nhiu - Phc v chm tr do qu ng khch hng
Nhm 7 Page 33

www.RaoVatonline.vn - Mua bn | Rao vt | ng tin | Qung co min ph

- Nhm ln trong khu i chiu ha n v thc t, gy kh chu cho khch hng 4.5 Kim tra v iu chnh : 4.5.1 T kim tra v iu chnh : Nhn vin : Qun l mi ca hng s chu trch nhim trc tip v nhn vin ca ca hng mnh. Do mi qun l c trch nhim tin hnh kim tra nhn vin v thi gian lm vic, phong cch lm vic v hiu qu khi lm vic. Nu c nhng hnh vi tiu cc hoc thi khng ng n, qun l s tin hnh nhc nh v ngh nhn vin iu chnh. Mi tun lun c nhng cuc hp ca qun l rt kinh nghim nhng vic lm trong tun. Phng tin, cng c, dng c : Cui ngy kinh doanh, qun l s tin hnh kim k cc cng c, dng c ca qun. Nu c s chnh lch, h hng hoc mt mc, s tin hnh x l. ( Bin php x l c th theo di trong mc 2.2.1.3 ca bi ny ) V sinh, an ton thc phm : Ngoi ra, sau 1 ngy hot ng, cc nhn vin trong qun c trch nhim phi dn dp, gi v sinh qun sch s nh u ngy kinh doanh. 4.5.2 Cng ty tin hnh kim tra v iu chnh : Ti cng ty Vit Thi, cng ty s tin hnh kim tra cc qun cafe Highland mt cch ngu nhin nu cc qun u hot ng kinh doanh bnh thng. Nu tn ti cc qun hot ng khng hiu qu ko di 2-3 thng, cng ty s u tin kim tra cc qun trn v, tt c cc quy trnh lm vic, nhn vin v trnh v phong cch lm vic ... tm ra nguyn nhn v ra gii php thch hp ci thin tnh hnh hot ng kinh doanh ca qun. 4.6 Gii php: Khi khch hng qu ng, khng bn phc v cho khch. Khi gp phi trng hp ny, Highlands nn d tr trc 1 s bn gh phc v cho khch. Trong trng hp khch vo qu ng vi s lng ln qun khng c kh nng phc v, trnh trng hp khch i qu lu s li n tng xu hn l sn sng ni khng ch ri sau c th gii thiu khch sang qun Highlands gn nht cn ch trng phc v, ng thi phi chit khu cho khch h khng b sang qun caf ca cc i th cnh tranh. Thng xuyn bo hnh, bo tr cc my mc, thit b. Nu gp phi tnh
Nhm 7 Page 34

www.RaoVatonline.vn - Mua bn | Rao vt | ng tin | Qung co min ph

trng my tnh ngng hot ng th nhn vin thu ngn cn phi linh hot x l chng hn: thay v tnh tin bng my th c th tnh tin bng tay vit vo ha n a cho khch. y cng l mt im d xoay s nu khi khch gi thc ung nhn vin phc v bn ghi li trn giy. Theo di nhng thc ung bn chy d tr trong trng hp qu ti. Qun caf c th da vo doanh s bn hng ca cc thng trc a ra cc d bo v khong thi gian no s c lng khch ng nht, khch thch chn thc ung no nht m pha sn trong cc chai, ly khi khch gi c th phc v tt hn. Vo nhng gi cao im, nu khch hng qu ng khng phc v kp th qun c th iu ng nhn vin ca cc ca khc ln phc v. Nu vo nhng lc qun ng khch th b phn thu ngn v phc v nn cn thn trong vic ghi ha n cho khch hng.

Ti Liu Min Ph : http://raovatonline.vn/new/112-Tai-Lieu.html

Nhm 7

Page 35