Bin php qun l cu dch v lu tr ti khch sn 5 sao H Ni

NI DUNG CHNH
I. Mt s l lun v cu dch v 1. Khi nim v dch v v cu dch v 2. c im ca nhu cu v cu dch v 3. Ni dung qun tr cu dch v II. Thc trng qun l cu dch v lu tr ti cc khch sn 5 sao trn a bn H Ni 1. c im cu dch v lu tr khch sn 5 sao 2. Thc trng qun l cu dch v lu tr i vi cc khch sn 5 sao trn a bn H Ni 2.1. H thng khch sn 5 sao trn a bn H Ni 2.2. Dch v lu tr ti khch sn 5 sao trn a bn H Ni 2.3. Cc nhn t tc ng n cu dch v lu tr ti khch sn 5 sao trn a bn H Ni III. Cc bin php qun l cu dch v lu tr i vi cc khch sn 5 sao trn a bn H Ni 1. Qun l cu hin ti 2. Qun l cu tim nng 3. Qun l hng ch

Qun tr dch v - Nhm 01

Bin php qun l cu dch v lu tr ti khch sn 5 sao H Ni I. Mt s l lun v cu dch v 1. Khi nim v dch v v cu dch v 1.1. Dch v Dch v l hot ng mang tnh x hi to ra cc sn phm khng tn ti di hnh thi vt th, khng dn ti vic chuyn quyn s hu, nhm tha mn kp thi, thun li v hiu qu cc nhu cu sn xut v i sng x hi ca con ng. 1.2. Nhu cu Nhu cu l trng thi tm l m con ngi cm thy thiu ht v mong mun c tha mn v vt cht hoc tinh thn, c th nhn bit c, hoc khng nhn bit c. Theo quan im hin nay, nhu cu c chia thnh 7 bc: Sinh l An ton Quan h Tn trng Thm m Hiu bit T hon thin 1.3. Cu dch v Cu dch v l s lng dch v m ngi mua c kh nng v sn sng mua cc mc gi khc nhau trong mt thi k nht nh. Nh vy qu trnh hnh thnh cu trn th trng xut pht t nhu cu. Cu v nhu cu khng ging nhau. Nhu cu Cu Xut pht im ca cu im th hin nhu cu trn th trng Khng th o lng c o lng c Phm tr vnh vin gn lin vi s Phm tr lch s gn lin vi tin t sng 2. c im ca nhu cu v cu dch v - Nhu cu dch v c xu hng pht trin nhanh chng cng vi s pht trin ca kinh t th trng - Nhu cu ca dch v c tnh v hn, khng c im dng cui cng - Nhu cu dch v c tnh phong ph, a dng - Nhu cu v cu dch v c tnh ng b, tng hp Qun tr dch v - Nhm 01 2

Bin php qun l cu dch v lu tr ti khch sn 5 sao H Ni - Nhu cu v cu dch v c tnh thi im thi v cao - Tnh linh hot cao - Nhu cu dch v c bin dao ng khng ng u gia cc loi dch v v gia cc tp khch hng cng tiu dng mt loi sn phm, dch v. - Tnh lan truyn 3. Ni dung qun tr cu dch v 3.1. Nghin cu nhu cu ca khch hng 3.1.1. Nghin cu s mong i ca khch hng Cc mong i ca khch hng: - Cht lng dch v tt nht - Thi gian phc v nhanh hn - Gi c r hn - Hnh thc phc v thun tin hn Mc mong i ca khch hng c th c chia thnh hai cp: mc mong i cao v mc mong i thp. 3.1.2. Nghin cu cc yu t nh hng n s hnh thnh nhu cu dch v ca khch hng Cc yu t nh hng n s hnh thnh nhu cu dch v ca khch hng gm c: - Nhn t v m: kinh t, chnh tr php lut, vn ho x hi, cng ngh - Nhn t thuc v khch hng: s thch, tui, phong cch, v.v. - c im nhn khu hc ca khch hng 3.1.3. S tho mn nhu cu ca khch hng a. Mc tho mn v cht lng dch v ca khch hng S tho mn ca khch hng c chia thnh 3 mc : - Nhu cu c tho mn hon ton: cht lng dch v t mc tuyt ho, sn phm dch v vt qu s trng ch ca khch hng. Cc yu t trong dch

Qun tr dch v - Nhm 01

Bin php qun l cu dch v lu tr ti khch sn 5 sao H Ni v trn gi bao gm: c c vt cht k thut, nguyn vt liu, dch v n, dch v hin u c tho mn hon ton - Nhu cu c tho mn mt phn: sn phm dch v m bo cht lng, s cm nhn ca khch hng ph hp vi s mong i - Nhu cu khng c tho mn: cht lng dch v khng c m bo, tt c cc yu t trong dch v u khng lm va lng khch hng b. Phng php nghin cu mc tho mn cht lng dch v ca khch hng: S dng tng lc cc i tng: - Nh qun tr: lp k hoch v trin khai iu tra - Nhn vin tip xc trc tip khch hng: c iu kin nm bt nhu cu - i th cnh tranh - Khch hng: iu tra trc tip, hm th gp 3.2. Qun l cu v dch v 3.2.1. Qun l cu hin ti Doanh nghip qun l cc khch hng hin ti ca mnh duy tr cc khch hng trung thnh ca doanh nghip thng qua thc hin cc chng trnh m bo cht lng dch v phc v khch hng, bao gm: - Cam kt m bo cht lng dch v s c cung cp - Hn ch s b i ca khch hng v li ko thm khch hng mi - Cch thc thc hin - Xy dng danh mc khch hng thng xuyn - Thng xuyn ly kin khch hng - nh k pht phiu thm d mc trung thnh ca khch hng vi doanh nghip 3.2.2. Qun l cu tim nng - Tip th, xc tin qung b - Nng cao cht lng dch v Qun tr dch v - Nhm 01 4

Bin php qun l cu dch v lu tr ti khch sn 5 sao H Ni - S dng chnh sch gi c lm n by - Dng h thng t hng trc, ng k trc - Chin dch khuyn mi hp l v c hiu qu kch cu - Qun l hng ch ca khch hng 3.3. Qun l hng ch dch v 3.3.1. i vi hng ch hin - Qun l tm l khch hng trong qu trnh khch ch i la chn v quyt nh cch ng x ph hp - Thc hin cc trit l kinh doanh dch v - Gim thi gian cung ng nhng khng gim cht lng dch v - S dng nhiu dch v khc nhau tng li ch ca khch khi ch i 3.3.2. i vi hng ch n - Nng cao cht lng dch v - Tng nng sut lao ng - Vn ng, hng khch hng ph hp vi kh nng cung ng - Qung co, cho hng II. Thc trng qun l cu dch v lu tr ti cc khch sn 5 sao trn a bn H Ni 1. c im cu dch v lu tr khch sn 5 sao Cc dch v lu tr xut hin nh l mt nhu cu tt yu khch quan ca cuc sng. Cu dch v lu tr i vi cc khch sn 5 sao l mt loi dch v, v vy n mang y c im ca cu dch v nhng ng thi cng mang nhng c trng ring bit ca cu loi dch hnh v cao cp. 1.1. Khch hng i tng khch hng ti cc khch sn 5 sao u l nhng ngi c thu nhp cao, v th yu cu ca h rt kht khe v i hi s phc v chuyn nghip. y l l do ti sao cc khch sn 5 sao, phong cch thit k, dch v i km v phong cch phc v lun lun c ch trng. Qun tr dch v - Nhm 01 5

Bin php qun l cu dch v lu tr ti khch sn 5 sao H Ni Khch hng s dng dch v khch sn 5 sao ch yu l khch hng t nc ngoi n du lch, cng tc, thi gian lu tr ca h khng di. H thng l nhng ngi c nhiu kinh nghim s dng dch v v ng nhin s c s snh gia cht lng v gi c ca cc loi dch v ny. Khch hng s chn nhng nh cung ng dch v m h cho l tt nht tiu dng, v thi gian lu tr khng lu nn h sn sng chi tiu cho cc dch v c gi c kh cao ti khch sn 5 sao. 1.2. Cht lng khch sn Cn c theo tiu chun ca Vit Nam, khch sn 5 sao l khch sn c c cht lng hon ho c v c s vt cht k thut, cht lng phc v, p ng tt nht nhu cu a dng ca khch du lch v n, ngh, sinh hot, gii tr, ph hp vi chun quc t. Cc tiu ch nh gi gm c: 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 2. Thc trng qun l cu dch v lu tr i vi cc khch sn 5 sao trn a bn H Ni 2.1. H thng khch sn 5 sao trn a bn H Ni 2.1.1. H thng khch sn 5 sao L u mi giao lu ca c nc v quc t, cng vi cnh quan thin nhin v di tch lch s c gi tr, H Ni v ang l mt trong nhng trung tm du lch vn ho ln ca c nc. V th, dch v lu tr ti H Ni rt pht trin vi h thng 12 khch sn 5 sao c hnh thnh, nhm tho mn nhu cu ca khch trong nc v quc t. 1. Khch sn H Ni Daewoo 2. Khch sn H Ni Horison 3. Khch sn Hilton Hanoi Opera Qun tr dch v - Nhm 01 6

Bin php qun l cu dch v lu tr ti khch sn 5 sao H Ni 4. Khch sn Melia H Ni 5. Khch sn Nikko H Ni 6. Khch sn Sheraton H Ni 7. Khch sn Sofitel Metropole H Ni 8. Khch sn Sofitel Plaza H Ni 9.Khch sn Crowne Plaza West H Ni 10.Khch sn Grand Plaza H Ni 11.Khch sn Pullman H Ni 12.Khch sn InterContinental H Ni 2.1.2. Mt s khch sn tiu biu a. Khch sn Melia H Ni Khch sn Melia H Ni l khch sn quc t 5 sao, thuc tp on khch sn Sol Melia. Khch sn c 306 phng, hai nh hng n v u. Khch sn c phng hi tho ln nht H Ni vi sc cha 1200 khch. Cc dch v phc v nhu cu gii tr, chm sc sc khe ca khch bao gm: dch v spa, dch v massage, tm hi, phng tp, b bi ngoi tri, cu lc b ban m. Khch sn c 250 xe t cc loi phc v mi i tng khch hng. H thng ca hng tin ch, ca hng lu nim c t gn snh chnh ca khch sn. b. Khch sn Daewoo H Ni Khch sn Daewoo H Ni l khch sn c xp vo nhng khch sn hng u th gii, t tiu chun ISO 14001 v cht lng phc v. Khch sn nm trong khun vin rng 20 000m2 vi ba ta cao c: khu khch sn, khu cn h v khu vn phng. Trong khch sn c cc trung tm thng mi, ca hng lu nim, h thng internet tc cao, wifi, dch v i tin. Cc dch v khc ca khch sn gm c dch v Spa, phng tp, beauty salon, b bi ngoi tri di ti 80m, phng tranh Nam Sn, dch v vn chuyn vi trn 200 xe t cc loi. c. Khch sn Sofitel Metropole

Qun tr dch v - Nhm 01

Bin php qun l cu dch v lu tr ti khch sn 5 sao H Ni Khch sn Sofitel Metropole l mt khch sn mang phong cch kin trc thi Php thuc, c v tr thun li l gn h Hon Kim v Nh ht ln ca thnh ph. Xy dng nm 1901, Metropole l khch sn 5 sao u tin H Ni. Sofitel Metropole c chia lm 2 khu, khu Metropole c v khu Opera mi. y l ni n tip nhiu nguyn th, i s v cc nhn vt ni ting khc. 2.2. Dch v lu tr khch sn 5 sao trn a bn H Ni Theo s liu ca S Vn ho, Th thao v Du lch, trong nm 2012 H Ni n 14,4 triu lt khch, trong lng khch quc t l 2,1 triu ngi, tng 11,3% so vi nm 2011. Tuy nhin, theo thng k ca Cng ty TNHH Savills Vit Nam, trong nm 2012, cng sut thu phng vn gim 5% v gi thu phng trung bnh gim 7% so vi nm 2011. Doanh thu phng trung bnh t 915.000 ng. Trong qu I v II/2012, hng lot s kin quc t ln din ra ti H Ni, nh Trin lm v Hi tho quc t MTA Hanoi 2012, Hi ngh Thng nh Nng lng Thi Bnh Dng, Trin lm quc t Vietnam Mining Exhibition 2012, nn lng khch quc t v ni a ti H Ni tng 5 - 6% so vi cng k nm 2011. Nhiu khch sn 5 sao mi c khai trng v a vo kinh doanh trong thi gian gn y nh InterContinental H Ni Landmark, Grand Plaza Hanoi, Crowne Plaza, v.v. cung cp gn 2.000 phng ngh tiu chun 5 sao, p ng tt nhu cu lu tr cho nhng khch VIP gh thm H Ni trong nm 2012. Tuy nhin, suy thoi kinh t khin khch du lch chuyn hng la chn, nhng ni lu tr c gi r hn khin p lc cnh tranh ngy cng tng vi cc khch sn 5 sao. Theo bo co nghin cu th trng ca Cng ty c phn a c Du kh (PVL) v xu hng th trng trong ngn hn, doanh thu ca cc d khch sn 5 sao trong thi gian ti s tip tc kh khn do yu t ma v. Qu II v III l ma thp im vi khch sn hng sang, do lng khch quc t gim st. Trin vng th trng trong trung hn tip tc c d bo cn nhiu kh khn khi cc t hp khch sn ln c hon thnh v a vo hot ng, nh T Qun tr dch v - Nhm 01 8

Bin php qun l cu dch v lu tr ti khch sn 5 sao H Ni hp khch sn 5 sao JW Marriott Hanoi (cnh Trung tm Hi ngh quc gia M nh) vi gn 500 phng, T hp khch sn 5 sao Gamuda Berhard trong khun kh D n Khu th Yn S (qun Hong Mai) vi hn 500 phng s c a vo hot ng t nay n 2014. V di hn, cho d th trng c nhng thay i v kh khn, nhng nu ch d n v nh u t ch ng tch cc thch nghi v cung cp cc dng sn phm mi, sng to, nh trng vo nhu cu ca khch hng, chc chn, hot ng kinh doanh khch sn 5 sao ti H Ni s tip tc pht trin mnh. 2.3. Cc nhn t tc ng n cu dch v lu tr ti khch sn 5 sao trn a bn H Ni 2.3.1. Nhn t tc ng tch cc a. Sc hp dn v du lch H Ni c v tr v a th p, thun li, l Th , trung tm chnh tr, kinh t, vn ho, khoa hc v u mi giao thng quan trng ca c nc. L mt trong hai trung tm du lch ln nht ca c nc, H Ni thu ht mt lng ln khch du lch quc t mi nm, gp phn duy tr s n nh v cu dch v lu tr. b. iu kin kinh t - x hi Li th ca du lch Vit Nam l im n an ton, thn thin trong mt mi trng nhiu bin ng ca th gii, v hn ht H Ni l th ca t nc nn vn v m bo trt t an ninh, x hi s cng c ch trng. Sau s kin Vit Nam gia nhp WTO, cng vi ch chnh tr n nh, an ninh m bo, H Ni, trung tm kinh t - chnh tr - vn ho x hi ca c nc, c coi mt im n hp dn cho cc nh u t. Nh vy, mi nm H Ni thu ht thm mt lng ln cc i tc n lm vic, tng lng cu dch v lu tr ti khch sn 5 sao, do y u l nhng khch hng c kh nng chi tr cao v yu cu cao v cht lng dch v. c. V tr

Qun tr dch v - Nhm 01

Bin php qun l cu dch v lu tr ti khch sn 5 sao H Ni Cc khch sn 5 sao trn a bn H Ni u nm cc v tr thun li, c h thng giao thng thun tin, gn cc trung tm thng mi, cc n v hnh chnh, cc danh lam thng cnh, v.v., do thu ht mt lng ln khch lu tr. 2.3.2. Cc nhn t c tc ng tiu cc a.Tnh thi v Tnh thi v ca ngnh du lch c nh hng ln n lng khch lu tr trong khch sn, lm cho cu dch v lu tr kh d on. Hn na, khch lu tr ti khch sn 5 sao trn a bn H Ni phn ln l do nhu cu cng vic, cng tc, nn nhu cu cng kh d on hn. b. Kinh t Nn kinh t c nhiu bin ng khin cho lng khch du lch gim, nh hng n cng sut hot ng ca khch sn ni chung v khch sn 5 sao ni ring, tuy nhin, nh hng ca yu t kinh t ti hot ng ca cc khch sn 5 sao khng r rt nh cc phn khc khc, do phn ln khch lu tr ti cc khch sn 5 sao u l nhng ngi c thu nhp cao v n nh. c. Ngun nhn lc Cc nhn vin c tuyn chn vo khch sn 5 sao phi p ng c nhng tiu chun rt kht khe: Cn b qun l phi tt nghip i hc, thng tho ngoi ng, nhn vin phc v phi c o to bi bn v chuyn mn, thng tho mt ngoi ng thng dng. Tuy nhin, s lao ng ca khch sn 5 sao trn a bn H Ni cn thiu, s lao ng t chun cha p ng trn vn nhu cu, trong khi lng khch n lu tr ti khch sn 5 sao ang tng ln mi nm. iu gy ra tnh trng qu ti, lm gim cht lng phc v. Hn na, mc d qua o to song thi phc v ca khch sn cao cp cha thc s hon thin, vn cn mc phi mt s sai st trong qu trnh tip n v phc v. d. C s vt cht k thut Qun tr dch v - Nhm 01 10

Bin php qun l cu dch v lu tr ti khch sn 5 sao H Ni mt s khch sn 5 sao vn cha a dng ho cc loi phng cho thu hoc c nhng cha p ng nhu cu khch hng. V d, phng hp ca khch sn Melia c sc cha ti a 50 ngi, trong khi nhu cu ca khch c th cao hn. e. Truyn thng, qung co Cc khch sn 5 sao trn a bn H Ni thng t c chin dch qung b trn truyn hnh, truyn thng m ch yu ch qung co trn website ca mnh. Do , cc khch sn mi nh Crowne Plaza t cnh tranh c vi cc khch sn c tm c quc t nh Melia, Metropole. III. Cc bin php qun l cu dch v lu tr i vi cc khch sn 5 sao trn a bn H Ni 1. Qun l cu hin ti 1.1. Xy dng danh mc khch hng thng xuyn Mc cnh tranh gia cc khch sn 5 sao trn a bn H Ni rt cao, do cc nh qun l cn xc nh nhng khch hng no thng xuyn lu tr ti khch sn, tm hiu khch hng no tiu dng dch v ca khch sn nhiu nht, mang li li nhun ln nht, da vo , cng ty c th vch ra mt chin lc duy tr v pht trin cc khch hng ny, nhm tng thm li nhun cho doanh nghip. 1.2. T chc cng tc thng xuyn ly kin ca khch hng Ly kin khch hng l vic lm quan trng gip doanh nghip nm bt tm l khch hng v c chin lc thay i ph hp. Yu cu ca khch hng khi s dng dch v lu tr ti khch sn 5 sao l rt cao. Khch hng s dng loi dch v ny khng ch c kh nng thanh ton cao, c nhiu kinh nghim trong tiu dng sn phm ca khch sn v thng c xu hng k vng nhiu hn iu m h c phc v. V vy, vic thng xuyn t chc ly kin khch hng c ngha sng cn vi cc doanh nghip kinh doanh khch sn, c th gip doanh nghip a ra nhng nhn nh, nh gi v cht lng sn phm dch v ca mnh, tin ti p ng ngy cng tt hn nhu cu ca khch. Qun tr dch v - Nhm 01 11

Bin php qun l cu dch v lu tr ti khch sn 5 sao H Ni 1.3. a ra nh k pht phiu thm d mc trung thnh ca khch hng i vi khch sn Thng thng, khch hng tiu dng dch v lu tr c xu hng la chn nhng khch sn thun tin cho vic di chuyn, ngh ngi hn l la chn cc khch sn quen thuc. Tuy nhin, li c s khc bit i vi dch v lu tr khch sn nm sao. Do lng khch sn 5 sao H Ni khng ln, s khc bit v phong cch gia cc khch sn rt r rng, nn khch hng c xu hng s dng dch v ca khch sn 5 sao m h tng tri nghim v a thch hn l la chn mt khch sn khc. Khch hng trung thnh chnh l nhng nhn t c bn gip duy tr v n nh mt mc doanh thu nht nh i vi khch sn, hay ni cch khc nhng khch hng ny c gi tr lu di i vi khch sn. V th, cc nh qun tr cn xc nh c khch hng trung thnh v c chin lc i ng c th, lm cho h cm thy c tn trng v u tin hn khi s dng dch v ca khch sn. Mt trong nhng hnh thc n gin v thun tin nh gi mc trung thnh ca khch hng vi khch sn l pht phiu nh k. Ty theo mc ch v nhu cu ca mi khch sn m ni dung trn t phiu v nh k pht phiu c th khc nhau. nh k pht phiu c th l hng thng, hng qu, hoc hng nm ty theo i tng khch hng l doanh nhn, khch du lch, khch vng lai, C 6 cp bc nh gi s trung thnh: nghi ng, thm d, mua hng ln u, mua hng lp li, khch hng v khch hng trung thnh. Thm d bit khch hng s dng dch v ca khch sn mc trung thnh no, t c nhng gii php tt nht nhm a h ln bc cao hn, chng hn u i cc dch v c bit ca khch sn nh Spa, Tennis; t chc cc bui tic thn mt, v.v. 2. Qun l cu tim nng 2.1. a ra hot ng tip th, xc tin qung b cho khch sn Cng tc marketing, xc tin qung b cho hnh nh khch sn c vai tr rt quan trng, l cu ni cung cu trong kinh doanh dch v lu tr, c bit trong Qun tr dch v - Nhm 01 12

Bin php qun l cu dch v lu tr ti khch sn 5 sao H Ni bi cnh hin nay, khi khch hng c ngy cng nhiu la chn cho dch v lu tr ti khch sn cao cp. Cc khch sn 5 sao trn a bn H Ni u c cht lng dch v tt vi c s vt cht k thut hin i v i ng nhn vin chuyn nghip. Do , thu ht khch hng, mi khch sn cn c s khc bit ho v nhng phng thc qung b hu hiu cho s khc bit . V c im ny, cc khch sn cn c nhiu loi phng tin tuyn truyn, qung co v xc tin khc nhau, th hin cc dch v, hng ha di nhiu hnh thc, c nghe, nhn, c v cm quan. Khch hng s dng dch v lu tr ti khch sn ch yu trong qu trnh du lch gii tr hoc trong cc chuyn cng tc. Do vy, cc chin dch qung co ca khch sn nn ch trng vo nhng lin h tinh thn, khng nh c khch sn l ni an ton v khch hng c th th gin thoi mi. Ngoi ra, cc khch sn c th qung b hnh nh ca mnh bng cc t chc cc s kin ln nhm thu ht s ch ca khch hng v s quan tm ca x hi. Vic thit lp quan h vi cc t chc lin quan n lnh vc khch sn, quan h song phng v a phng vi cc Hip hi Khch sn trong khu vc v th gii cng l mt cc hu ch nhm nng cao hnh nh v cht lng ca khch sn, mang cht lng dch v khch sn n vi khch hng khng ch trong nc m cn vi bn b quc t. 2.2. Nng cao cht lng dch v ca khch sn 2.2.1. Nng cao trnh i ng lao ng trong khch sn a.V trnh ngoi ng Khch hng tiu dng dch v lu tr ti cc khch sn 5 sao ch yu l khch quc t, do , yu cu v ngoi ng vi nhn vin phc v l rt quan trng. Cc doanh nghip kinh doanh khch sn nn khuyn khch nhn vin t hc cc lp ngoi ng ngoi gi, hp ng vi cc trung tm ngoi ng m lp ngn hn ti khch sn vo nhng thi im vng khch trong nm v ngoi ca lm vic ca nhn vin. Mt khc, khch sn cn khuyn khch nhn vin v o to cho Qun tr dch v - Nhm 01 13

Bin php qun l cu dch v lu tr ti khch sn 5 sao H Ni nhn vin hc thm nhiu ngoi ng nhm tng kh nng giao tip vi khch hng quc t. b. V trnh chuyn mn Mi b phn trong khch sn u c mt nghip v chuyn mn khc nhau p ng cho vic phc v ca mnh. Khch sn cn c k hoch o to nng cao trnh nghip v ca tng nhn vin tng bc a cht lng ca khch sn ngy cng cao hn. Vic o to phi c k hoch c th cho tng b phn theo tng thi im thch hp. c. Bin php lin quan n i ng, khuyn khch Vic thng pht v vt cht ln tinh thn s khuyn khch nhn vin tch cc phn u ht mnh vi cng vic. khch sn cn tng thm mc thng cho nhng nhn vin hon thnh xut sc cng vic ca mnh, iu ny s kch thch cho tt c nhn vin cn li hng say lao ng, qua cht lng phc v cng c nng cao hn. 2.2.2. Hon thin c s vt cht k thut Cng nh i ng lao ng, c s vt cht k thut l yu t quan trng trong qu trnh phc v khch gp phn nng cao cht lng phc v. Yu cu cht lng dch v ca khch sn 5 sao rt cao, i hi c s vt cht k thut ca khch sn phi lun duy tr mc tt. V vy, khch sn cn phi thng xuyn t chc cng tc kim tra, thm nh cc trang thit b; tm hiu, cp nht cng ngh mi khng ngng nng cao cht lng dch v. V lu di, khch sn cn c cc chnh sch, c ch hp dn mi gi u t, tin ti ng cp quc t thu ht v gi chn khch hng. 2.3. Chnh sch gim gi lm n by v khuyn mi hp l kch thch cu So vi phn khc khch sn bnh dn, chi ph dch v ti khch sn 5 sao tng i n nh. Tuy nhin, trong bi cnh kinh t suy thoi nh hin nay, nhiu khch sn 5 sao trn a bn H Ni p dng chnh sch gim gi phng thu Qun tr dch v - Nhm 01 14

Bin php qun l cu dch v lu tr ti khch sn 5 sao H Ni nhm duy tr cng sut thu phng v thc hin chin lc chim lnh th phn. y c coi l mt trong nhng bin php n by hu hiu v ang c cc khch sn p dng rng ri nhm thu ht thm mt lng khch hng tng i ln t phn khc khch sn 4 sao v 3 sao. Cc dch v u i khi thu phng cng l mt trong nhng chnh sch kch thch cu hiu qu. Chnh cc dch v u i ny gp phn khng nh to ra s khc bit v cht lng sn phm dch v gia cc khch sn 5 sao. 2.4. Dng h thng t trc, ng k trc trong khch sn Cng vic t bung, t ch trc cc loi dch v c thc hin tt s gip khch sn ch ng trong vic n tip v tho mn nhu cu ca khch sn cng nh phn cng, b tr v iu phi hot ng trong khch sn, ti a ho cng sut hot ng. Ngc li h thng t ch trc khng tt s lm gim cng sut hot ng, dn ti gim doanh thu ca khch sn, thm ch cn to n tng xu cho khch. 3. Qun l hng ch ca khch hng Qun l hng ch ca khch gi vai tr cc k quan trng, c bit l vo ma cao im. Cc khch sn cn c cc bin php qun l hng ch hp l, trnh gy bc xc, hng ti s hi lng cao nht ca khch hng khi s dng dch v ti khch sn. qun l hng ch hiu qu, cc nh qun tr khch sn nn ch trng n 3 trit l kinh doanh: - Ch i tp th ngn hn ch i c nhn - Ch i c mc ch ngn hn ch i khng c mc ch, v d nh ch i c hng chng trnh khuyn mi, gim gi - Ch i c vic ngn hn ch i khng c vic: cung cp cc hot ng tiu khin, gii tr trong qu trnh ch C th, cc nh qun tr c th p dng cc bin php qun l hng ch nh sau: Qun tr dch v - Nhm 01 15

Bin php qun l cu dch v lu tr ti khch sn 5 sao H Ni 3.1. Qun l hng ch hin - Tng nng sut lao ng, b tr nhn vin ph hp, phn b thi gian lm vic hp l nhm gim thi gian cung ng nhng khng lm gim cht lng phc v. - i mi cng ngh s dng trong qu trnh lm th tc cho khch sao cho chnh xc, nhanh gn, tit kim thi gian; B tr dng lun chuyn ph hp nh vic di chuyn t ch gi xe n quy l tn, v.v. - B tr trang thit b hp l: quy l tn c t ti ni d nhn; cc quy nh, hng dn, bng ch dn c treo, t xung quanh khu vc n tip; ti quy l tn c th b tr nhiu hng ch khch hng t la chn hng ch cho mnh nh t cc dy bn gh khch hng c th ngi ch, lm vic khc trong lc ngi ch, v.v 3.2. Qun l hng ch n - Cung cp cho khch hng cc t ri hoc danh mc dch v, chng trnh khuyn mi khch hng t nghin cu v la chn dch v ph hp vi yu cu thay v cn c nhn vin h tr. - Cung cp cc hot ng tiu khin, gii tr nh c tp ch, theo di v tuyn, ung tr hoc vo cc tham quan cc khu vc bn lu nim che giu hng ch. - Trang tr ni tht khng gian ph hp, li cun s ch ca khch hng khch hng khng cm thy qu lu khi ch i.

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Bin php qun l cu dch v lu tr ti khch sn 5 sao H Ni

BNG NH GI THNH VIN NHM 1

Thnh vin 1. Bi Th Anh 2. Nguyn Vn Anh (K45N2) 3. Ng Th Lan Anh 4. Ng Th Vn Anh 5. Nguyn Th Ngc Anh 6. Trn Th Ngc Anh 7. Nguyn Vn Anh (K45N1) 8. Nguyn Ngc nh 9. Nguyn Th Huyn Chu 10. Linh Chi Xp loi A A A A B A A A A B

Qun tr dch v - Nhm 01

17

Bin php qun l cu dch v lu tr ti khch sn 5 sao H Ni

BNG NH GI THNH VIN NHM 2

Tn Thnh Vin Phan Th Chung Nguyn Vn Cng ng Th o V Th Ngc Dim Nguyn Hu in Nguyn Th Dip V Th Dung Hong Thy Dng Nguyn Th Thy Dng V Th Thy Dng Xp loi A B A A B A A A A A

1. 2. 3. 4. 5. 6. 7. 8. 9. 10.

Qun tr dch v - Nhm 01

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Bin php qun l cu dch v lu tr ti khch sn 5 sao H Ni

BNG NH GI THNH VIN NHM 3

Thnh vin 1. Nguyn Th M Duyn 2. V Th Duyn 3. H Th Hng Giang 4. L Th M Giang 5. Nguyn Th Hng Giang 6. Bi Thanh H 7. Hong Th H 8. V Th Thu H 9. V Ngn H 10. L Th Hi Xp loi A+ A A+ B A AA A A A

CNG HO X HI CH NGHA VIT NAM c lp T do Hnh phc

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19

Bin php qun l cu dch v lu tr ti khch sn 5 sao H Ni

BIN BN HP NHM LN 1
Thi gian: 9h40, 20/03/2013 a im: Nh H2 Thnh vin: C mt y Ni dung hp nhm: Nhm trng cc nhm ly kin cc bn v chn ti chung. Nhm trng phn cng nhim v cho mi thnh vin v ra thi Sau khi thng nht ln cng s b cho c nhm tho lun.

hn np bi vo sng 23/03/2013 Nhn xt: Bui hp din ra nghim tc vi s tham gia y ca cc thnh vin, mi ngi u nhit tnh ng gp kin chn ti xy dng cng H Ni, ngy 20 thng 03 nm 2013

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Bin php qun l cu dch v lu tr ti khch sn 5 sao H Ni

CNG HO X HI CH NGHA VIT NAM c lp T do Hnh phc

BIN BN HP NHM LN 2
Thi gian: 15h40, 24/03/2013 a im: Nh H2 Thnh vin: C mt y Ni dung hp nhm: ng gp Phn cng thuyt trnh, lm slide Nhm trng yu cu b sung v hon chnh bi ln cui cng, thi Cc nhm trng nhn xt phn ni dung ca mi thnh vin

hn np bi vo sng 26/03/2013 Nhn xt: Bui hp din ra nghim tc vi s tham gia y ca cc thnh vin, mi ngi u nhit tnh ng gp kin sa cha hon thin bi ca mnh. H Ni, ngy 24 thng 03 nm 2013

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