Baigiang Nghiepvu Ban II.

Tp bi ging L thuyt Nghip v Bn II
TP BI GING L THUYT NGHIP V BN II
Customers are our focus Attitude affects everything C.A.R.E.S Respect others - have fun Earn profits for everyone Service is everything
GO BEYOND THE EXPECTATIONS OF YOUR GUESTS
Bin son: V MNH CNG NGNH NH HNG KHCH SN
(lu hnh ni b) TP. H CH MINH, thng 10 nm 2010 Trng H Tn c Thng -| P. TCCN&DN 1
Mc lc
TRANG MC LC PHN NI DUNG Trang 2 3
Chng 5: PHC V N V UNG KHC: 5. 1. Phc v n v ung ti bung khch: 5. 2. Chun b v phc v tic ng (Buffet): 5. 3. Chun b nhng ba tic ln v tic phc v ngoi tri: Chng 6: CC HOT NG VN HNH: 6. 1. Chun b ho n thanh ton cho khch hng 6. 2. Yu cu hng ho cho nh hng v quy Bar. 6. 3. Bo co v nhng vn bo dng. 6. 4. Duy tr nhng tiu chun v sinh i vi phc v v thc phm 6. 5. Duy tr tiu chun v sinh i vi vic cha v loi b rc thi. 6. 6. Duy tr mi trng lm vic an ton v an ninh. Chng 7: NHIM V KT THC: 7.1 Bn giao v kt thc vo cui mi ca. 7.2 Cc bc kt thc cng vic
TI LIU THAM KHO
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Chng 5: PHC V N V UNG KHC 5. 1 Phc v n ti bung khch Room service Mc tiu: Sau khi hc xong phn ny bn cn phi: Hiu r vai tr, c im ca dch v n ti bung. Hiu c tm quan trng, cch thc t chc ca dch v bung. Phn bit c cc khu vc k thut ca dch v bung khc nhau. Hiu r cch phc v v yu cu ca phc v bung. Ni dung: Gii thiu dch v bung Yu cu v nguyn tc phc v dch v bung Tiu chun v quy trnh phc v 5.1.1 Gii thiu: L hnh thc phc v n ung ti phng ca khch sn. Ba n chnh thng dng xe y c dng c gi nng cho khch, nu l t xut th nhn vin c th dng khay em ln cho khch dng. Phc v ti phng l dch v cao cp nn khch phi tr tin chi ph cao hn mc bnh thng, l ph dch v. Thng thng, Room Service c phc v y cc mn nh ti nh hng. i vi cc khch sn 3 sao nn ti thiu c dch v phc v ba n sng trong bung cho khch. Room service l b phn thuc khu vc m thc (the food and beverage department) m khng trc thuc b phn bung (housekeeping). Room service cng c th m nhim phc v ung trong phng sau khi ht gi phc ti quy bar v gim st mini-bar. Khi mang ba n cho khch phi c bao, y cn thn (film paper, carton, bells) v ch d b khi t trong phng. Room Service thng c chun b ti nh bp, v t gn khu vc thang my dch v ba n c phc v nhanh nht v gi c nhit . Cc trang thit b, dng c v iu kin khc ca Room service bao gm: - Khu vc lm vic / Working station - L nng bnh / Toaster - Bn ra / Sink - My pha tr, cfe - Coffee / tea machine - K hng/ / Products shelves (cereals, sugar. . . ) - K khay / Tray shelf - T lnh / Refrigerator - Bn nhn yu cu / Order taking office / desk

5.1.2 Cung cp dch v bung: Khch c th yu cu room service theo hai cch sau: - t trc tip hoc treo th thng tin ti ca (By door hanger) - t qua in thoi (By telephone) By Door Hanger It is a document that the guest places on the exterior room door knob. The night audit picks up all the documents during the night. This system allows the room service employees to be ready and serve the guests on time. This document is often made up of two faces written down in two languages and is placed by housekeeping on the head of the bed. The information found in this document are the following: - The service hour desired by the guest, leaving a margin of a quarter of hour - The name of the guest - The number of people - The room number - The detailed order of breakfast desired (filled in cases) - A choice of newspaper proposed by the establishment By Telephone The room service order is placed through telephone. In fact, it is very difficult to take an order correctly by telephone. One must be fast, not to forget any important information and try to sell the maximun to the guest. For a maximum efficiency, the Room-service personnel use digital telephones that indicate the name of the person and the room number, and the possibility to display the room number of the previous call in case they forget. The room service order is written down manually or computerized and it should include the following information: - Room number - Name of the guest - Number of persons - Detailed order - Hour the order is taken - Service hour
Taking order 1 Answer all calls promptly, within three rings. Speak clearly in a pleasant voice and tone 2 Greet the caller according to the time, e. g. Good Morning, this is room service, how may I help you? 3 When guest would like to order, answer them politely, i. e. : Certainly sir/madam, May I take your order (please)

4 Take the order by writing on the order pad. 5 Close the conversation Tips Ask for the drinks Would you like a glass of red wine/orange juice going with your meal? Ask for his/her room number: May I have your room number please? Repeat the order: May I repeat your order?; You are Mr/Mrs. . . . in room. . . . . , you have ordered. . . . . . . . . . , Thanks for the order and inform them the delivery time. i. e. Thank you for your order, your order will be delivered to your room in . . . . . minutes.
The room service employee must have general knowledge about the hotel premises. The room service employee is often the only one to be in direct contact with the guest during his stay. The guest often asks questions concerning the technical equipment of the rooms, the hotel premises, or any other information, and the waiter must be able to answer to any need. Standard Handle room service order is the most important procedure at the Room Service Department. All staff manning at the Room service area are requested to know & implement this procedure accurately. 5.1.3 Cch thc phc v: Prepare order - Check the order to complete table set up - Prepare breads & butters, all sauces or condiment accompanying with the order - Prepare the drink. Get the drink from pantry and cover it with cling film - Print the bill. Check all the items on the bill and place the bill in bill holder. - After all, pick up the food from the kitchen and keep in the warmer (if theyre hot food) - Make final check all item against the order before delivering. Delivery the order The service should be fast and discrete. The service procedure is as follows: - Verify the guest's name on the bill - Knock on the door - Announce "room service" - Remove plastic films from the food - Wait until the guest invites the waiter to come in - Express wishes "good morning, good

afternoon, good evening, call the guest by his last name (good morning mister X). Ask where to place the tray List the different food items orderd by the guest Ask the guest to sign the bill Thank the guest and explain the procedure to take away the tray It is to the room service to clear away the tray when the guests have finished, eithere by asking them to place their tray outside of their room when they have finished, and to clear it 20 minutes after the service or by asking the guest to call them to come clear away the tray, which is more delicate because the waiter must come in the guest's intimacy the least possible. It is the object of conflict between housekeeping and the room service departments. In fact, there is nothing worst than a floor where there is dirty trays lying on the floor. One should consider that the job of the room service is finished only when all trays have been cleared away. Example:
1. Check the room number before going 2. Knock the door and identify your outlet: Room Service! 3. When guest comes to open the door, greet him/her by name, and ask for permission to come in: Good evening Mr. . . . I am delivering your room service order, may I come in?. 4. You come in only upon the order guests approval. 5. Ask the guest where you can place the trolley, present the bill to guest with a pen inside the bill holder, ask him/her to sign. i. e. : Could you please check and sign your bill 6. After the guest signs the bill. Thanks the guest and inform him/her whenever he/she finish, he/she can put the trolley /tray outside the door or he/she can call room service for clearing. i. e. : Thank you very much Mr. . . . . When you will finish you can put the trolley/tray outside the door, or you can call us to clear your tray away 7. Enjoy your meal sir/madam 8. After delivering the guests order, write down all details in room service log book (sample log book as below)
ROOM SERVICE LOG BOOK Guests room No Time delivering Time Clearing Waiter Note
Bi tp: 1. Thit k mt phiu thc n ba sng dng trong bung khch ti mt khch sn/khu ngh mt cao cp. 2. Ch ra nhng im khc nhau gia ba n sng kiu lc a v kiu chu .
5.2 Chun b v phc v tic ng - Buffet Service Mc tiu: Sau khi hc xong phn ny bn cn phi: Hiu r vai tr, c im ca cc loi hnh tic ng. Bit cch chun b v b tr mt ba n tic ng. Nm r cc yu cu v tiu chun ca phc v tic ng. Ni dung: Gii thiu tic ng Phc v tic ng (Buffet). Nguyn tc phc v. B tr tic ng. Cc tiu chun phc v 5.2.1 Gii thiu: Trong trng hp phi phc v mt s lng ln thc khch vi thi gian ngn th phc v kiu tic ng l rt thch hp. C ba loi tic ng ch yu l: - Tic ng dng dao v na (tic ng ti bn) - c ch ngi xung quanh: y l bn khch quay li ngi sau khi la chn thc n cho mnh. - Tic ng dng na ng n: thng l tic m cc mn n c chun b theo cch m khch khng cn dao (c th c mt s gh ngi). - Tic ng dng tay ng n: khch t ly n khng dng ti dng c dao na (thc n c chun b thnh nhng ming c kch thc nh, v c th c mt s gh ngi) Tic ng cn gi l loi hnh tic t phc v (self service). n c sp t rt hp dn trn nhng bn n di trang tr bt mt, cc mn n c phn loi v xp theo th t t mn khai v n trng ming. Mn sp thng chun b trong u ln (soup tureen) v mn khai v nng th t trong cc a hm (chaffing dishes) gi nng. Cc dng c khc nh: a, chn, t ngay trn bn buffet. Thay v nhn vin nh hng phc v khch, khch phi t ti bn buffet ly a, dng c n v khn, t la chn theo mnh.
Phc v, kinh doanh tic Buffet rt tin li v d t chc, do vy cc Nh hng hin nay u c dch v t chc tic Buffet. T chc tic Buffet c nhiu tin li nh sau: - Khng phi chun b nhiu bn gh, khn,... - Nhn vin phc v khng nhiu. - Khng tn cng phc v ti bn (tic t chn, t phc v) - Khng phi set-up cover theo kiu tic ngi theo mm. - Khng tn nhiu dng c by bin thc n theo tng a (v s ng trong cc a ln v cc chafer gi nng chuyn dng. - Chun b thc phm d dng hn,.... Ti tic ng thc khch c th i li, ng ngi ty thch khi n ung. Ci li ca tic buffet l c th phc v cho nhiu ngi so vi tic ngi. Buffet c ci hay v n to rt nhiu c hi thc khch giao tip vi nhau, v nht l nhng bui tic c tnh cht x giao, v vy thi gian n buffet c th ko di. 5.2.2 Nguyn tc phc v. Mt s nguyn tc c bn: - Bn tic ng phi c b tr ti v tr ni bt trong phng n. - Bn tic ng phi rng c ch by v trang tr. - Bn tic ng phi nm v tr thun tin cho qu trnh b sung mn n v thu dn m khng lm phin khch. - Tic ng phi c ch rng khch i li. - Gh v Bn phi c cung cp y . - Cch bi tr ca phng n hp dn v to khng kh thoi mi. Nguyn tc ca mt tic buffet ng ngha l thc n lun c m bo y , phc v buffet sao cho nhng mn c, l d ngi n trc hay sau cng c th thng thc. Nhng mn ngon, l ban u thng ch c by ra vi s lng va phi, khi ht s c chm thm, ri u trong sut thi gian ca ba tic. Cc ba tic buffet thng theo ch nh tic hi sn, Buffet theo phong cch chu u, .v.v. Danh sch mn n trong tic buffet rt phong ph, khc nhau, c bi tr kho lo m nh hng cung cp da trn nguyn tc cn i v dinh dng v nh lng. Quy tic buffet c sp t, nghin cu rt k cng th t sp xp, trt t cc mn n sao cho hp l nht m bo tnh trt t v khoa hc ca mn n. Thng nhng mn n u c by theo mt chiu, theo tng nhm ring bit hay theo trt t t nh n nng, t khai v, mn rau, mn kh, mn nng, mn nc hay mn ngui ri mi ti nng cho n cui cng l trng ming bnh mt, tri cy; nc ung, mn ph.
Tic Buffet c tnh ci m, thoi mi v c phc v cho i chng, nn rt nhiu mn n mang tnh ph bin, gn gi thm ch bnh dn. Buffet khng ph hp vi khch vi v, qu thi gian eo hp. 5.2.3 B tr tic ng v trang tr. By bin v trang tr tic ng phi m bo thun li sao cho trnh c tai nn v y nhanh tc phc v. Cn lu nhng im sau: - Kch thc v hnh dng ca bn phi cho php cung cp ch cho cc mn n v trang tr. - V tr ca bn tic ng phi cn i vi bn ngi ca khch. - V tr ca bn tic ng, bn ngi v gh sao cho thnh li i an ton v thun tin cho khch i li. V tic buffet c tnh cht l khch t phc v nn nhn vin khng cn phi by bn n m tt c dng c c tp trung v mt ch l u hay cui hoc c u bn v cui bn buffet. Hu ht cc bn tic ng u c ph khn, thng l mu trng v cao 1,25m. Khn tri bn phi m bo nhng np gp cn xng thng hng. Bn buffet c b tr l mt bn di c ph khn ton b, trn bn t cc chafer gi nng thc n chuyn dng, mi chafer s c mt bng tn ca mn n khch bit l mn g v quyt nh c dng mn n khng Nhn vin phc v ch cn t l hoa, l tm v khn giy ln bn n ca khch.
Tu theo loi phng m c cch sp xp khc nhau v cc trang thit b cng vy. Quy thu ngn, bar c b tr ni d thy nht thun tin cho vic phc v, c cc sn phm ch bin sn; kh mc, b, bia, ru ... Bn phc v b tr gn bp: pha trn n v gia v, pha di mung a, khn n v di cng l chn, da, t sch. Thc n a dng c lm thnh s trang tr p v y s lng. nh sng, m thanh ph hp vi phong cch phc v l 1 yu t quan trng quyt nh khch c mun quay li ln na hay khng. Do m to nn phong cch ring cho nh hng. S lng bn gh, khong cch ph thuc vo loi hnh phc v v din tch Bn cnh cc mn n th th khng th thiu trong bui buffer l cc dng c n. Cc dng c phi c sp xp gn gng v hp l trn cc line buffet. C th: - Bp nng: t, da. - Bn nc: ly, tch, mung ung c ph. - Bn buffet: chn, da, chn gia v, mung, na, a.
Bn gh sp xp gn gng, bn ch tri mt tm khn tri bn loi nh. Trn bn cn t l hoa, cc bng qung co mini v khch sn, cc h mui, tiu, tm, khn giy. Sp xp y cc dng c n trn cc line buffet. Sp xp bn gh gn gng li, c bit ch cc vt dng trn bn phi c b tr cho hp l nh cc nhn ghi ch thch cc h mui, tiu u phi c hng ra ngoi, lm sao m thc khch khi bc t ca vo th s nhn thy c cc nhn .
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Gn ti gi nh hng m ca th nhn vin phc v s mang tt c thc n t ln line buffet. Mi mn n s km theo mt bng tn thc khch c th bit mn l mn g. S lng thc n s da trn s lng khch ang ti khch sn. - Qun l th chun b danh sch s lng khch thu phng s dng buffet ca mi ngy. 5.2.4 Cc tiu chun phc v. Trong nh hng din ra bui buffet gm 4 khu vc quan trng: Bn nng: bao gm cc mn n nng vo bui sng cho thc khch (l cc mn n khng c ch bin sn m khi thc khch c nhu cu th mi lm) nh h tiu, m, ph,., v cc mn trng. Ti y s c mt u bp ca nh hng s ng phc v cc mn n cho thc khch. Yu cu: - Lun c ngi gim st v phc v. - Lau sch thng xuyn. - Kim sot quy trnh v khu phn n. - Khng nn mn n cn di 1/3, b sung thng xuyn. - a thc n phi c gi m thng xuyn Bn salad: gm cc mn salad, rau, c, qu, thng thng phc v nhit lnh. Yu cu: lun gi gn gng sch s; b sung salad thng xuyn; v thay dng c cho tng mn nu khch nhm. Bn nc: gm c cc mn nc cho thc khch khi h dng xong thc n nh tr, sa ti, c ph, nc cam, nc lc,.
Bn buffet: l gm cc bn di hoc trn ghp li vi nhau, tu theo khng gian ca nh hng m by tr cho hp l. Khng gian c gii hn th nh hng thng lm cc line buffer theo hai cch l: line hnh ch nht hoc l hai line di song song nhau. Trn line
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buffer c rt nhiu mn n, l nhng mn n chnh trong bui buffer sng, c cc u bp chun b sn v sp xp ln line trc khi bui buffer c bt u. Cc mn n c by tr mt cch hp l, tc l by tr theo loi thc n, thc n theo loi no th sp xp theo loi ( mn, ngt, tri cy). Thay v phi phc v khch hng bng nhiu mn n khc nhau va tn thi gian, va tn nhn lc, mt s nh hng kinh doanh theo nhiu dng buffet sng, buffet tra, buffet chiu, buffet d tic. Khch ch cn b ra mt s tin nht nh l c th n ung tha thch theo mnh. Buffet sng y l kiu phc v n gin nht v ph bin nht hin nay. Thi gian: 6h-10h gm c cc mn n nh t 15-20 mn. - V khi khch n lu tr c pht 1 v n sng (tin v c tnh chung vi tin phng). C 1 nhn vin ng ngay cng chnh, nhn vin lch s thu phiu v bn phiu cho khch. - Nhn vin chia lm 2 nhm: nhm chm thc n cho khch v gii quyt cc thc mc v mn n, mt nhm dn dp chn da khi khch dng xong v sp xp bn gh. - Nhn vin pha ch chu trch nhim v cc loi nc v phi chun b y cho khch khi nhn vin phc v bo phiu yu cu. - Quy buffet chia thnh nhiu khu vc nng, ngui, lnh, chin v ung, tri cy trng ming. - Thc n c s ch v ch bin t trn quy t chn. - Khu vc bar, trng ming c h thng t mt m bo cht lng c t cui nh hng. - Bn n c b tr ph hp vi phng n. - Dng c phc v khch c t trn bn buffet. - Nhn vin phc v c nhim v kim tra cc bn buffet b sung v thu gom cc dng c khch n xong em xung bp bng xe chuyn dng. Sau kim tra khay ng n chm thm. B sung cc loi gia v (nc mm, nc tng, mui tiu..). Lau sch tt c bn gh khi khch n xong. Bn buffet c t gia nh hng, cui phng l cc bn bnh m v cc xe nu mn n c nc, thng cnh bn bnh m. Cc mn n thng c trong tic buffet sng: - Tri cy nguyn tri (t nht 4 loi); Tri cy ct ming; Nc tri cy - Mt (khong 4 loi) - Cocktail; Mocktail; Cc loi ch
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- Bnh ngt cc loi; Rau cu; Yogurt; Sa ti Ng cc; Bnh m B ph mai: Salad (mix-salad) Cc loi c; Ci xo; Tht luc; Pate; Tht/ c xng khi Mn chin: - Khoai ty - Tht mui - Hot dog - Trng chin cc loi - Ch gi - Xc xch Mn n Vit Nam: - B, g, heo: cari, hm, nu u - Mn nc: h tu, ph, bn b Hu - Bnh hi, bnh cun, bnh nm, bnh bt lc - Cm chin - Cho trng ch bng/ ci mui/ ht vt mui. - C cc loi: c mi, c ng, c thu - M xo/ Bn xo Buffet Tra: Thng thi gian t 11h-14h gm c cc mn n u - Nhn vin quy chia ng 2 ca: ca 1 bn v n v cho n khch bn ngoi vo, 1 ca dnh cho khch phng v ghi ho n thanh ton cc loi nc ung khch mun dng ring. Nhn vin phc v c nhim v ging bn buffet sng do lun lun song hnh h tr cho nhau. Cc khu chun b v sp xp cng c by tr v sp xp nh buffet sng. Thc ung loi: nc tri cy, c ph, bia. 5.2.5 Quy trnh Phc v tic Buffet: Nguyn tc UNIFORM TEST - KIM TRA NG PHC SERVICE SECTION - V TR PHC V STATION CHECK - KIM TRA TRM DNG C MENU READ - C THC N SERVICE READY - SN SNG PHC V
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- Nhn vin c mt trc 15 pht v sinh khu vc tic v chun b dng c phc v, kim tra cn v t cn cc chafer gi nng thc n. Kim tra v b sung mi chafer c sn kp gp thc n, kp gp phi c ring gp tng loi thc n, khng c dng kp gp ca mn n ny gp mn khc v nh vy thc n s b ln v ca nhau lm mt mi thc n. - Khi cc thc khch bc vo nh hng th gp bt k cc nhn vin ca nh hng u phi cho bui sng vi khch (nu l khch Vit Nam th ta ni Ting Vit, cn nu l khch nc ngoi th phi cho bng Ting Anh hoc ting ca h th cng tt). Sau th phi hi s phng ca khch v mi khch vo dng ba sng (nh du s phng ca khch vo danh sch kim tra s lng khch thng xuyn, v phi bo s lng khch thng xuyn cho b phn bp chun b s lng thc n cho y ). - Nhn phiu n t khch (nu khch t mua v trc), hay bo vi thu ngn chun b ha n cho khch cha mua v trc hoc khch phng. - Dn khch tham quan v gii thiu cc mn n v nc ung trong ngy nh hng c cho khch bit, v hi xem khch mun chn v tr ngi u v hng dn cho khch n ch ngi theo yu cu. - Sau khi khch ngi vo bn th nhn vin li ra sau v khch t nhin i tham quan v chn mn n. - Nhn vin phc v phi ng quan st cc bn c khch ang ngi, khi thy khch dng xong mn no th nhn vin phc v c nhim v s li hi khch v xin dn phn khch va dng xong, to khong trng cho khch tin dng thm cc mn khc. - Thng xuyn theo di lng thc n cn li trn bn buffet, xem c cn cho khch khng, nu thiu th phi bo b phn tip phm tip thm thc n. Kim tra xem khch c cm nhm kp gp thc n hay khng, nu c th phi tr v ng v tr ca mn n hoc thay kp gp thc n mi. - Kim tra cn v la duy tr nng chafer lun gi nhit cho thc n. - ng thi nhn vin phc v cn phi chun b cc dng c n, ung ca khch cho y , khng bao gi thiu dng c khi bui buffer ang din ra, lau chi cc vt d trn line buffet (v sinh lun phi c quan tm hng u). - Quan st xem khch c nhu cu g thm hay khng v thu gom chn a, dng c n ca khch sau khi s dng.
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- Khi bn no khch dng xong hon ton th ly khay dn ht chn, da.d vo bp, lau cc vt d trn bn, sp xp gn gng li cc vt dng trn bn chun b cho khch mi vo dng. - Khi thy khch n xong th bo vi thu ngn chun b ha n cho khch i vi nhng khch cha mua v. - Dng c sau khi c thu dn s c tp kt li v em xung bp, sau s c a vo khu vc bn trong ra. - Khch n xong th cho khch v cm n khch sau thu dn bn khch va mi ng ln phc v tip nhng v khch tip theo. Phc v tic buffet tuy n gin hn cc dng tic khc nhng cng i hi nhn vin mt trnh tay ngh cao to nn mt dch v hon ho v mang li mt n tng kh qun cho thc khc. Nhn vin qun l ch trng vo vic quan st n thi ca khch cng nh hi lng ca khch v bui buffet sng ny, h cn quan st n thc n trn line buffet hay bn thc ung c th b sung thc n hay thc ung kp thi (khng bao gi line buffet thiu thc n hay thc ung). H cn phi kim sot s lng khch bo co li vi b phn bp. Tiu chun: STAR SMILE AND GREET TALK AND LISTEN ANSWER RESOLVE AND WOW
- CI V CHO - NI V LNG NGHE - TR LI - GII QUYT V GY N TNG
Bi tp: 1. Thit k thc n tic ng v b tr bn n trong nhng dp sau y: a. Ba n sng phc v khch thng gia cho 100 ngi. b. Ba n tra cho 35 khch du lch va xung sn bay n Vit Nam. 2. Nu nhng im li v hn ch ca cc loi hnh tic ng.
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5.3. Chun b nhng ba tic ln v tic phc v ngoi tri. Mc tiu: Sau khi hc xong chng ny bn cn phi: Hiu r ngha, c im ca cc loi hnh tic ln v tic ngoi tri. Bit cch chun b, lp k hoch v b tr phc v ba tic ln v tic ngoi tri. Ni dung: Gii thiu cc loi tic ln Phc v tic ngoi tri 5.3.1 Gii thiu cc loi tic ln. Phc v tic l cung cp mn n thc ung v p ng nhng yu cu khc nhau cho mt s lng ln khch. Chnh v th phc v tic em li doanh thu ln trong tng doanh thu n ung. Qa trnh t chc mt ba tic c din ra theo 3 giai on sau:
Nhn t tic: Khch v nh hng/khch sn tha thun thng nht ni dung nh: thi gian, a im t chc, ch ca ba tic, thc n, mc gi, s lng khch, hnh thc by tic, hnh thc phc v, hnh thc thanh ton v nhng yu cu c bit khc. Lp bng phn cng chi tit cc b phn: Gim c ph trch kinh doanh tic hay ngi ph trch phn cng cng vic cc b phn ch ng phc v nh: Bp chun b nguyn liu v ch bin cc mn n, Bar chun b pha ch thc ung, b phn Bn trc tip chun b lau ra, vn chuyn v phc v khch n ung. Nhm nhn vin phc v ph trch vi cung cp khn tri bn, khn n, vi bc gh,...
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Quy trnh phc v tic: Trong qu trnh phc v, nhn vin vn dng cc thao tc k thut phc v (bng, a, gp, rt, thay dng c,) phc v khch n ung m bo tnh nghi thc. Quy trnh c din ra theo 7 bc: Bc 1: Chun b trc. Bc 2: n khch v xp ch. Bc 3: Phn nghi l (nu c). Bc 4: Chun b trc mn n. Bc 5: Phc v khch. Bc 6: Tin khch. Bc 7: Thu dn. Ty theo loi tic, m chn phng, sp xp ch ngi cho ph hp. Trong nhng cuc hi ngh ln nhiu ngi sp xp gh ngi cho ph hp vi s lng khch l iu quan trng m phi hp tnh thm m. Tic Cocktail Tic Cocktail ngy cng c ph bin v tr thnh mt nt sng mi trong cc nh hng, khch sn ln. Sang trng v nh nhng, mt bui tic Cocktail thng thng l hnh thc tic ng, s lng khch ng. Trong cc khch sn, trong nh hay trong sn vn rng u l nhng khng gian l tng cho mt bui tic Cocktail. Tic Cocktail l loi tic n gin, thn mt, thng thc ung nhiu hn n, khng t dao, mung, na. Thc n ch yu l ngui v tt c u c ct thnh tng ming va vn. Thng thng cc ba tic c t chc vo bui tra hay ti, vi s khch ti thiu 12 ngi, v t 6 mn tr nn. Set up v phc v: 1. By bn cocktail xung quanh phng, s lng bn tu theo s lng khch. 2. Bn c ph bng khn v trang tr skirt hoc khng, khn v skirt phi c i. 3. Trn bn cocktail phi c : i. Hoa chnh gia ii. Gt tn iii. Khn giy iv. H tm 4. C th t thm snack, u phng. 5. Bn buffet cho 3 thnh phn chnh: mn khai v, mn nng v trng ming. 6. Quy bar (c th t trong phng hoc ngoi phng).
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7. Thc n phi sn sng t nht 30 pht trc khi khch n. 8. Quy bar phi sn sng t nht 30 pht trc khi khch n. 9. Trong qu trnh tic, mt s nhn vin phc v bng nc ung i li mi khch. 10. Mt s nhn vin chu trch nhim dn da v ly d. 11. Mt s nhn vin phc v chu trch nhim bng u phng v bnh canapes i mi khch. 12. Tt c phi din ra cho n khi tic kt thc. c bit, s l thiu st nu trong bui tic Cocktail khng c mn n truyn thng l Canapes (mt loi thc n c pht b, km xc xch trn bnh m). Nc ung i km ch yu l bia v nc gii kht, i khi c ru mnh pha s a, v mt s loi Cock tail theo yu cu. nhng tic sang trng thng c thm Champagne. Mt im c trng na ca bui tic Cocktail l thi gian ko di bui tic thng khng qu 2 ting ng h. Mt thc n tic cocktail thng i km nh gi cun, ch gi, tht xng khi, xc xch, cng cua bao tht, cc loi ht iu Nc ung ty theo nhu cu ca ch tic nhng v c bn vn l Vang, bia, cock tail nh Tic ngi Western Set menu c im yu cu - Khch n on thng s dng thc n chn sn. - Nh hng c nhiu thc n sn gii thiu vi khch, ty khch la chn mn n mnh thch. - Thc n chn sn c mn n, gi n nh, cu trc thc n cn i v dinh dng v phng php ch bin hp v sinh. - Thi gian phc v khch, s lng khch n nh trc, thng khch on dng ba 30-45 pht. - Nu nh hng phc v nhiu on thng sp xp chnh nhau t nhiu 15-30 pht. - Nu khch n trn 2 ba trng phc v n gii thiu bp trng vi khch. - n tip phc v khch chu o nh hng ln s hng dn khch ti ca phng n v trn bn gip khch ch ng vo bn. By t bn - t khn bn v bn trn tu theo s lng khch, kim tra khn bn sch s v i thng. - t dng c cutleries t trong ra ngoi, cch mp bn mt lng tay, dng c phi song song vi hai bn thnh gh, ring mung, na trng ming th t vung gc pha trn dao na, ly im gia bn trn lm tm, cm hai bn mp dng c trnh li vt du tay v phi bo m dng c phi sch bng. - t ly nc v ly ru pha trn dao chnh, ly ru tu theo khch yu cu. - t tch tr, c ph v da lt ngay pha trn mung na trng ming, mung tr v quai cm tch tr song song vi nhau theo 4 gi (trong trng hp bn nh th khng t trn bn)
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- t da b pha bn tri ca dng c, t dao b ln trn bn tay phi. - t napkin ngay gia ca b dng c. - t hoa, mui tiu, gt tn ngay gia bn, hai b mui tiu v gt tn hai bn. Quy trnh phc v: - Rt nc lc c lm lnh vo ly trc khi khch vo 5 pht - n khch: Tt c nhn vin ng vo bn mnh c phn cng, hng ra pha ca v cho khi khch n bn: xin cho anh/ch - Mi khch ngi: Ko gh ra pha sau bng hai tay, khi khch ngi y gh vo, s dng thm u gi v chn phi, ni mi anh/ch ngi, ch khng y gh qu mnh gh va vo chn khch - Ly order nc ung v ru: Ly order nc t bn phi ca khch, s dng h thng nh du s v ni xin li anh/ch dng nc g ? phc v ru nu khch yu cu (hi ph n trc) - Tri napkin: t napkin vo lng khch t bn tay phi v ni Excuse me - Phc v bnh m v b: Phc v bn tay tri ca khch, t ln da b v ni Excuse me ! (ph n trc v m bo bnh m phi nng) - Phc v nc ung v ru: Phc v bn tay phi ca khch (ph n trc, nu phc v ru th ru vang trng phi p lnh) - Phc v mn u tin (Ceaser Salad): Ly n t bp v phc v bn tay phi, ni y l Ceaser Salad mi anh/ch dng - Kim tra bnh m, b, nc ung: Gp them bnh m v rt them nc ung - Dp mn th nht: Dp da d bn tay phi ca khch, ni xin li anh/ch dng xong cha? Ti c th dn i c khng? ch dn khi tt c khch dng xong ht, dn da cng vi b dao na salad. - Phc v mn th hai (sp): Ly sp t bp phc v bn tay phi cng vi da lt, ni mi anh/ch dng (ph n trc) - Phc v bnh m, b, kim tra bnh m, b, nc ung, gt tn bn tay tri ca khch, t ln da b v ni Excuse me ! - Dp mn th hai: Ni xin li anh/ch dng xong cha? Ti c th dn i c khng? ch dn khi tt c khch dng xong ht, dn mung sp cng vi chn v da lt sp - Phc v mn chnh (Lamb): Ly n t bp v phc v bn tay phi v ni y l tht cu, mi anh/ch dng, ch t da tht hng v khch, mi khch dng thm nc st, m tt bn tay tri. - Dp mn chnh: Dp tt c dao na, h mui tiu, da, dao b, bnh m, ch cha li mung na trng ming v nc ung. - Phi bn: Phi bn bn tay tri ca khch bng napkin hoc chuyn dng trn da BB, ni Excuse me!, ch khng n xung ngi khch - Ko mung na trng ming: Ko mung v na t pha trn xung, mung bn phi v na bn tri.
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- t tch tr, c ph, h ng, sa: t b tch tr bn phi khch, hai b ng sa hai bn bnh hoa. - Phc v trng ming (Cheese cake): Ly n t bp v phc v bn tay phi v ni y l bnh cheese, mi anh/ch dng (ph n trc) - Phc v tr, c ph: Hai tay cm hai bnh tr v c ph, tin n hi khch: xin li anh/ch dng tr hay c ph ? phc v ph n trc v m bo tr v c ph phi nng. - Khch v: Dng hai tay ko gh ra khi khch ra v v ni ni cm n, hn gp li Tic Ci: Tic ci c 2 loi: rc lng v khng rc lng, nhm rc lng v ngi hng dn chng trnh do nhn vin nh hng thc hin, trong tic ci c bn pho hoa, chiu n. . . Quy trnh chun b: - Trang tr phng tic: V sinh trang hong phng tic, kt hoa, dn nhc, sn khu, tri thm. Chun b hai dy bong bng theo yu cu ca ch tic hai bn sn khu. - Tri thm v t hoa theo hng sn khu. - Sp xp bn gh theo tnh cht ca bui tic: bn trn, vung. Gh thng l gh cao v c bc li v c nm lt. - Hai bn ln tri khn t hai bn sn khu, 1 ci bnh ci, pho sng theo yu cu, 1 ci xp ly dng thp v sn chai champagne. - Chun b dng c trc 15 pht. - Thm v n hoa t hai bn li i. Cng hoa t trc cng nh hng v mt gi hnh ci hoc thip mi. - Trang tr sn khu, chun b bnh Gato v thp ly; Lau sch dng c nh chn, da, a, mung, khn n, ly ung bia hoc nc ngt, chun b ng s lng - Mi nhn vin phi c trang b mt khui bia tin phc v cho khch. - Ngi dn chng trnh, dn nhc, ca s hoc nhm ma (nu c). - H thng m thanh, nh sng phi m bo v an ton. - Dn nhc phi p ng nhu cu khi khch cn biu din.
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Chun b bia, ru, nc ngt theo hp ng (nu c). Phn cng trch nhim cho nhn vin, b tr phc v mt cch hp l. Nhn vin phc v phi mc ng phc ca Nh hng . Chun b Champaign c du v ch r rt trn thp ly trong l ci. Cho nhn vin hng dn khch v b tr ch ngi khi h n d tic. Chun b cc dng c ph nu nh c s c xy ra Cc dng c nh bp cn phi sch s kh ro v khng r bo m an ton cho thc khch trong qu trnh d tic. - i vi chn a k, chn nc chm phi sch bng khng st m. - a, mung phi c bc trong mt t giy c in km logo ca nh hng. - Khn n c th l khn giy cng nn in logo ca nh hng cho ng b. - Bn, gh phi c trang tr ph hp vi khng kh ca tic ci. Tt c phi chc chn v sch s. Chun b bn ch thc n khi phc v mn n cho khch By bn trong tic ci: set up mt bn tic dnh cho 10 ngi trc tin phi chun b mi th trc nh: bn tic c tri khn bn ln ri t tm king xoay gia bn trn bn phi c da n ( y dng da side plate ), mung n (mung s ty theo mn), a n c bao ngoi, chn nc tng gc a, ming lt ly, ly ung nc ( y dung ly vang trng loi nh ung nc ngt, bia, nc sui mi th nh vy mi ci v nm a khn. Quy trnh nh sau: - Sp xp bn gh, nh v theo s : cng vic u tin l sp xp gh ngi. gh th nht t hng thng ln sn khu t gh va st khn bn, sau t gh th hai i din vi gh th nht ly hai gh lm chun lc ny bn chia ra hai bn u nhau, ly mt bn t bn ci mi ci cch u nhau thng l cch mt gang tay, bn cn li t gh i din vi bn kia l c. - Bao o gh : o gh c bao vo gh ngay ngn, khi bao chnh sa v xem pha di, chnh li n pha sau gh - Tri khn bn (underlay): ng v 1 pha m khn tri bn ra, sao cho tm ca khn bn nm gia tm bn (khng tri lch qua tri hay phi) - Tri khn ph (overlay): Khn ph c ph chng ln khn tri bn v tm ca khn ph phi trng vi tm ca khn tri bn v bn, tt c 4 gc ca khn ph phi u nhau - t vng xoay: Vng xoay c t ngay tm bn tic
- t mt king: Mt king phi t trn vng xoay v khng c lch qua tri hay qua phi (phi lau king trc khi t king) - t dng c n gm 9 loi: chn, a, mung, a lt, chn nc chm, ly, khn n, a ng xng, gi, gc a. - a k phi t chnh din vi khch ngi cch mp bn 2cm, khn n (giy n) gp sn t trn a. - Bt n t 1 trong 2 v tr sau: + t p ln trn a n v khn n. + t bn tri a k cch mp a 2cm. - a n t pha bn phi v t trn k a ti im 1/3 chiu di ca a, cch a k 2cm, chn a cch mp bn 2cm. - Mung c t pha bn tri ca a cch khong 2cm. - Pha trn a n v pha tay phi th t mt ly ung bia hoc nc ngt cho khch - Dng c ng nc chm cc loi nh nc tng, sauce, mui chanh.... th c t cn c 3 ngi thi mt b. - Khn n (napkin): c xp ngay ngn t vo lng chn n v thng nht 1 kiu xp (mi kiu xp khn ty thuc vo tnh cht ca bui tic v khch). Ly da khn t bn phi a n ca gh th nht di gc a cch hai gh l t mt da cho n ht, ly hai khn lnh vo da logo hng ln trn lm nh vy cho n ht. - t ln mt king xoay theo th t t tri qua phi: a u phng hoc bnh theo khch chn sau l da t, l tng, l gim, i din l h tm, l tiu v tm menu. Chnh gia l l hoa c ghim n cy gia lm l . - Trang tr l hoa v menu c t trung tm ca bn tic. t thc n ng p vo bnh hoa ti to thnh hnh ch V, sao cho ni dung trong thc n quay v pha sn khu. - Gt tn t i din vi bnh hoa ti v 01 pha, pha cn li t nc st. Quy trnh phc v tic: Trc khi phc v tic cc nhn vin u trang b ng phc gn gng tm tt. Mi nhn vin phc v mt bn t u n cui t chm nc cho ti bng thc n, chia thc n, dn dp. Mi mt mn u thay da hoc chn ty theo mn n cc dng c c trong t dch v (tap), trong khi khch ang n mn trc th cc nhn vin chun b chn hoc da c ly t nhng tap gn . Trong tap gm c mt trn cng c tri khn trng, khi tic bt u th cc nhn vin ly nc t quy bar ra l nhng binh thy tinh trong cha nc nh: bia, nc ngt, nc sui, c p lnh trc khi em ra phc v khch ngoi ra cn thm
ly sch, ng ht, ngn di c tri khn trng khng c ca cc nhn vin c th nh khay ln ly chn da t nhng ngn khc ln khay sp xp dng c trc khi em ra bn t trong ngn ny bn gc trong c t khn giy t khch xin mnh c th ly. Bn di l mt hc t nh c thit k khng c np dng khay nhn vin rt khay ra v d dng, di na l hai hc t ngang nhau c thit k dng ko ra ko v mt bn th ng nhng mung s c sp xp gn gng n g tim n ch, v a c bao in logo ngoi, mt bn ngn t mung na se thc n v na n tri cy cc ngn u c lt khn bn trong. Hai ngn cui cng l ni cha nhiu nht c hai ca m ra chia lm hai bn, mt bn ng chn s trng, da lt chn, mt bn ng da n. Cc bc c th nh sau: - Khi ch tic nhn bn, nc ngt, nc sui cc nhn vin v v tr c phn cng, chun b bia, khui - Chun b x , gp tt c u t trn bn ch - Table Service. - ng ht chun b sn khi khch c nhu cu dng n. - Khi khch vo bn nhn vin t ng gp vo ly cho khch, phc v nc ung ty theo nhu cu ca tng ngi. - Khi khch ngi y , phc v ly bnh hoa v tm thip bao bn ngoi thc n xung chun b mang mn n ln. - Gi pht lm l va dt nhn vin thu dn bnh hoa trn bn, tri khn n gip khch (Lu : khi tri khn n khng a ci ch vo mt khch); Rt bao a. - Trc khi a thc n vo bn tic ngi phc v lun lun phi xin php v bo vi khch to khong trng bc vo bn tic. - Lun t nc chm i km vi thc n cho ng. - t chn sp trn mt king xp thnh vng cung i xng nhau theo chiu cong ca mt king. Khi t th sp xung mt king ngi phc v phi khuy u sp ln v mc ra tng chn phc v khch. Trnh trng hp khch t mc (Lu : Khng dng tay qu nhng chn sp i din hoc cm trn ming chn sp) - Sau khi phc v mn sp xong nhn vin phi dng mm thu dn nhng chn sp khch dng ri (Lu : Khng nn chng chn sp ln thnh nhiu ci) - Trong qu trnh phc v , ngi phc v lun quan st da thc n trn bn tic xem tt c thc khch dng xong cha xin php dn, nu nh trn da thc n cn li t thc n th ngi phc v ch ng dng mung v na chia u thc n cho khch (lu : Phc v ngi gi v tr em trc sau mi n ph n v thanh nin) - Quan st ly trn bn khch gp , rt bia, nc ngt thng xuyn.
- Thay chn mi, mung, nht v tr li khn n khi khch lm ri. - i vi nhng mn phi s dng bp cn (Vd: Tm hp, c hp, lu,...) ngi phc v lu khi t bp vo phi c da lt, v phi thng xuyn quan st bp gim bt la khi thc n si. - Trong sut qu trnh phc v ngi phc v lun lun quan st v dn nhng thc n tha trn bn tic ( Vd: v tm, xng c ). Lu : Trong qu trnh phc v trn bn tic lun lun phi sch s. - Trc khi phc v mn trng ming phi dn sch nhng thc n tha trn bn tic, trnh trng hp dn nhng ly nc khch ang dng. - Khi phc v phi quan st tht tt khu vc c phn cng gip khch v h tr ng nghip. Quy trnh thu dn c din ra nh sau. - Nhn vin phc v s theo phng thc xong mn no th dn mn v chia cc dng c phn ra tng loi khc nhau nh mung theo mung, chn theo chn, a theo a,... tt c vo khay hay mt ci x, cn i vi thc n tha th cho vo mt ci x ln hn v c vn chuyn bng xe y bi b phn tp v. - Khi tic kt thc khch ra v ngi phc v thu gom khn n (napkin) v ct li thnh 10 ci gn gng. - Sau phn loi dng c ra tng loi v dng mm phc v mang ra pha sau - Tp trung tt c cc bp cn li chuyn v kho nh hng, Da lt bp cn c chuyn xung sn ra - Ly c dn sau cng trnh b v, a vo quy Bar ra. - Gi sch nhng thc n cn bm trn khn ph bn v sang mt bn. Sau thu dn khn bn mang xung b phn git l. L hoa cng cc vt dng cn li th ct gi vo trong kho. - Dng nc c x phng lau chi mt king sch s, chuyn v ni m ngi iu hnh tic qui nh. Vng xoay tp trung vo thng g xp ngay ngn gn gng. - Thu dn v nht tt c dng c cn ri vi di nn nh - Sau kim tra v dng mm dn dp nhng dng c phc v cn li trn service station chuyn xung sn ra. - Gh c chng ln tng chng 06 ci v dng xe y gh chuyn ra gia snh tic . - Bn c xp li v y ra gia snh ngay ngn gn gng nhn vin tin hnh lau sn nh.
Tham kho bn tic ci Bn tic l ni nng cc mng hnh phc trm nm ca c du ch r, l ni i uyn ng nhn c li chc phc ca bn b ngi thn. V th cho nn vic chn la v sp xp bn ci ph hp nn c ch nhiu hn.
Lm sao sp xp, bi tr cc bn tic tht trang trng, lch s m vn to khng kh m p, thn mt? C th khng gian ni t chc hi hn ch, nhng nu mun bn vn c rt nhiu cch sp xp cc bn tic tht l mt v n tng. Vi mt khng gian t chc ci khc nhau th c nhiu cch chn la v b tr bn khc nhau. Bn trn Trong khong khng gian hn ch, bn trn lun tn dng c u im tit kim din tch, thng mi bn s c khong 8-10 v khch. Trong cc ba tic, kiu bn trn thng rt c yu thch v n to khng kh quy qun thn mt. Bn vung Bn vung th hin mt phong cch hin i, thng c 2-3 v khch cho mi bn bn, vic trang tr cho bn vung cng kh d dng. Ngoi u im to nhiu khng gian hn gia cc v khch, kiu bn ny cn th hin ci nhn thanh lch v trang trng nh s cn bng s khch cc bn. Bn hnh ch nht Cc bn ch nht di to cho m ci cm gic thn mt, gn gi. i khi dng bn ny to s va chm c phn bt tin cho cc v khch, tuy nhin bn c th khc phc nhc im ny bng cch to khong cch rng hn gia cc gh ngi. Khng to s xo trn nh bn trn hoc vung nn trong cc bui tic c trn mt trm khch mi, kiu bn hnh ch nht lun l la chn s mt.
Xen k bn vung v trn t cc bn xen k nhau to cm gic c bit n tng cho bui n tip. Nu bn vung to khng kh thoi mi cho nhng v khch quen bit nhau th bn trn li gip cuc tr chuyn gia cc v khch khng bit nhau nhanh chng tr nn gn gi. Nh vy, ba tic s tr nn v cng vui v!
Tic hi ngh - Tea & Coffee Break Tic hi ngh nh c din ra trc khi hi ngh bt u thc n ch yu l tr, caf, sa, bnh ngt, tri cy phc v tic buffet dng ny cng vic rt nh nhng ch c i thu dn d ca khch ri em vo bn trong. Mt s nhn vin ng ti ch rt caf, sa cho khch, Cc phng hp vi y cc trang thit b p ng c cc yu cu t chc hi ngh t 12 n hng nghn ngi. Gi phc v hi ngh c th tnh trn gi hoc tng phn ty theo yu cu ca qu khch. Gi trn gi hi ngh bao gm: 1.Phng hp 2.Giy, bt vit 3.Nc lnh v ko bc h 4.Bng kp giy, bng vit, mic khng dy 5.Gii kht gia gi (tr, c ph, bnh ngt, v tri cy theo ma) 6.n tra/ti t chn Cch by bn cho tic hi ngh khng ging nh tic Buffet hay tic ci, tic hi ngh mang tnh cht tho lun, gp g m phn nn phi chun b, b tr bn theo cch ph hp nht vi tnh cht bui tic. Cch set up cho phng hi ngh nh sau: ly hai t giy A4 c in logo khch sn trng ln nhau t ngay ngn canh ngay gia gh ngi t trn bn, ly cy vit t cho ln t giy bn phi ui vit t ngay di logo khch sn to n tng, mi vit t st mp giy, giy cch mp bn khong na t tay. Pha trn t giy t hai ming lt ly ngang nhau cch u t giy khong mt t tay logo ca lt ly ngay trc mt khch. Lt ly bn tri t nc sui, bn phi t ly nc p xung (nu hi ngh bt u ngy sau). Trong nhng cuc hi ngh ln nhiu ngi sp xp gh ngi cho ph hp vi s lng khch l u quan trng m phi hp tnh thm m c th chia ra hai dy hoc ba dy.
Tham kho cc loi hnh tic chiu i i ngoi: Tic chiu i l mt loi hnh hot ng ngoi giao quan trng v ph bin. Tic ngoi giao khng nhng mang tnh cht chnh tr m cn th hin tnh vn ho. T chc mt ba tic chiu i khch l mt dp by t s trng th, mn khch nhm tng cng mi quan h v gii thiu vn ho m thc. Sau y xin gii thiu mt s hnh thc tic ngoi giao ph bin:
- Quc yn (State banquet): y l hnh thc tic chiu i trng th nht. Tic ny thng do Nguyn th quc gia chiu i trong cc dp Nguyn th quc gia nc ngoi n thm nh nc, thm chnh thc hoc nhng ngy quc l quan trng. Quc yn thng l tic ngi, c t chc chu o, trng th; nhiu nc c quc thiu trc khi tic bt u; thc n c la chn k lng gm nhng mn n c sc bao gm mn khai v, sp, mn chnh, trng ming; ung gm ru sm- panh, ru dn tc, truyn thng, ru vang, ru thm (lc kt thc); phng tic, bn tic c sp xp trang trng; thi gian t chc Quc tic thng vo bui ti, cng c th t chc vo bui tra, nhng vo bui ti trng th hn; trang phc khi d tic c quy nh loi sang trng. - Tic ti Dinner: l tic ngoi giao n l tic chiu i vo bui ti. Tic ti l tic ngi, c mi chiu i cc cp khch; thc n tic ti khng cu k nh i vi Quc yn; ung gm ru vang, ru c-nhc ( lc kt thc), c th dng ru xam-pa, ru dn tc; trang phc c quy nh tu theo tnh cht ba tic. - Tic tra Lunch or Lunchon l tic chiu i vo bui tra. i vi tic tra mn n nh nhng hn tic ti mt cht; mt s nc khng c mn xp vo tic tra v ch dng ru vang hoc ru nh khc, mt s nc khng dng ru ba tra. - Tic tra lm vic (Working Lunch) hoc ti lm vic (Working Dinner) l tic ngi v l tic va n va trao i cng vic. Ni chung hai ba tic ny ging nh tic tra, tic ti. i vi tic tra lm vic hoc tic ti lm vic, a s nc xp ch ngi xen k gia ch v khch, nhng mt s nc xp ch ngi theo bn di v mi on ngi mt bn nh khi ngi hi m. - Tic buffet: c s dng cho c ti (Buffet dinner) v ba tra (Buffet-lunch). Tic bup- ph l tic ng, nhiu mn n; phn ln cc mn n c trong lng hp nng, khch t ly thc n. Tic bup-ph l tic ng nhng c th k bn gh khch ly thc n n ngi ti bn, khng cn xp ch. - Tic tip khch (reception): l loi tic ng, thc n gm cc mn nhm nh t trong khay v c ngi phc v mang i mi. Tic tip khch c t chc trong nhiu dp nh nhn dp k nim ngy l ln nh ngy Quc khnh hoc c on t trong nc n thm, hoc nhn dp s kin quan trng cn mi ng khch. Tic ny c thun li l c th mi c s lng khch ng, d phc v; thi gian mi thng bt u vo lc 11 gi 00 n 12 gi 00) hoc t 17 gi 00 n 18 gi 00. - Tic ru Cocktail: l loi tic ng nh tic tip khch, c cc mn nhm nh t trong khay v c ngi phc v mang i mi. Vi tn gi tic ru nn ung l ch yu. ung bao gm mt s loi ru nh, ru pha kiu cocktail, bia, nc ngt cc loi. - Tic tr (tea party): c coi l tic ngt, c th t chc vo bui chiu hoc bui sng ( bui chiu l ph bin). Thc n tic tr nh nhng, n gin, gm bnh ko, hoa qu, tr, c ph, nc gii kht. Tic ny thng c xp theo hnh thc ngi xa-lng. Ni dung trong tic tr l gp g, giao lu, ni chuyn v nhng vn vn ho, x hi, m thut. Khi d kin t chc mt ba tic, ta nn cn nhc hnh thc tic cho thch hp m bo yu cu chnh tr v ph hp vi tnh cht l tn. m bo sp xp ngi th trong l tn ngoi giao trong cc bn tic, bui l, hi ngh, ngi ta da vo mt s quy tc. Vic sp xp nn c nghin cu k v sp xp trc trc khi din ra s kin. Xin gii thiu mt s quy tc c bn sau:
- Bn phi trc, bn tri sau, gn trc, xa sau: Ch nhn c xc nh l v tr quan trng nht. V khch quan trng s 1 c xp bn phi ch nhn, v khch quan trng s 2 c xp bn tri ch nhn, v c th xen k tip theo. Quy tc ny c th linh hot trn thc t v l do th cht (thun tay tri, nng tai phi...) ca khch hay v mt l do t nh no , nhng phi bo cho khch bit. - T trong ra ngoi: Nguyn tc ngy c c bit lu trong xp cc on tham d hi ngh, trong vic xp c. Vic p dng cc nguyn tc khc trong trng hp ny phi c xt t pha trn khn i xung. - Quy tc xp theo ch ci ABC: Nguyn tc ny c p dng trong cc hi ngh, cc cuc m phn, m bo c tnh t chc v bnh ng ca cc phi on. Th t sp xp cc nc theo th t ch ci ABC tn ca nc dch ra ngn ng ca nc ch nh hoc mt ngn ng quc t hoc mt ngn ng khc theo tho thun gia cc bn, t A -Z. Tuy nghin, bt cng nhc, ngi ta p dng quy tc ny nhng bc thm ch ci u tin i din tn quc gia c xp v tr s 1, cc v tr tip theo s theo th t ABC k t v tr s 1 tr i v ln ln pha trc (V d, trong ting Anh, v tr u tin l H, th v tr th 2 s l I, v tr cui cng l G). Tiu ch sp xp cng c th thay i, c th l. - Cn c cp bc, tui tc, thm nin, thc t cng tc, danh d ca khch. Vic sp xp ngi th ca mt v khch trong mt ba tic, mt bui l ph thuc vo nh ch m h i din, vo cp bc v quy ch i din, vo cng v c bu hay b nhim, vo tui tc, thm nhin v danh ting ca ngi . Ngi c cp bc cao hn c xp v tr cao hn; hai ngi c cng cp bc th ngi c thm nin cng tc cao hn c xp cao hn; hai ngi c cng cp bc, cng thm nin th ai nhiu tui hn c xp trc hn; nu c ba tiu ch ging nhau c th cn c vo mt s tiu ch khc nh danh ting, mc quan h... Cn nh, cc tiu ch a ra sp xp ngi th phi c m bo thng nht t u n cui. - Quy tc lch s vi ph n: ph n cng hm cp c u tin xp trc, ph n khng ngi bt u bn, khng ngi gia hai chn bn. Phu nhn ca khch c xp trc khch, (nhng phu qun ca khch la xp sau ngi c th bc k tip khch) - Quy tc tn trng khch nc ngoi: Khch nc ngoi c u tin hn so vi khch a phng (trong nc) nu cng cp. - Quy tc xen k: xen k khch trong nc v nc ngoi, nam vi n; cc cp v chng khng nn ngi gn nhau trong mt ba tic tr trng hp cn phi ng ch tr mt bn tic. Tuy khng phi l quy tc, nhng khi sp xp ngi th, cn ch mt s vn sau, trong chng mc nht nh, vic thay i khng lm nh hng nhiu n vic sp xp. + Tnh tng ng ca cc khch cng d (ngh nghip, ngn ng...) + Nn chn bn trn hoc bn vung b tr ba tic. + Cn lp s sp xp trc khi din ra hi ngh + Xp ch chnh v khch chnh i din khi s ngi chn. Xp ch chnh v khch chnh lin k khi s ngi cng d mt bn n l l, hoc chn. + Khi xp khch cc l i bui l v tr ca ngi quan trng nht xc nh vic sp xp ngi th tip theo. Thng th ngi ny gia, nhng cng c th xp u tin bn phi. Lc ny, cng tun theo cc nguyn tc trn nhng linh hot hn, bn phi xem nh n.
CHECKLIST FOR VIP. STT

A. CHUN BI TRC TIC a. Thng tin chung
NI DUNG
Yes No
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Thng tin v ch tic v ngi t tic Thi gian v a im t chc S lng khch chnh thc v d phng S lng tr em (nu c) Thc n v khu v c bit cho cc mn n (nu c ) Thc ung Yu cu c bit ca khch v trang tr, set up, trnh t phc v n v ung b. Khu vc phng tic Tn phng tic (nu c), bng hng dn n a im phng tic. Bn gh, dng c cho s lng khch t v cho d phng nu c pht sinh. m thanh , nh sng y theo tiu chun v theo yu cu ca khch. Kim tra v sinh tng th khu vc phng tic bo m sch (Cy king, bn gh, tranh nh . . . . . ) Khu vc nh v sinh (sch, khng c mi hi, cc trang thit b hot ng tt) H thng my lnh trong phng tic hot ng tt Tc phong ca nhn vin phc v chnh t (Grooming) Phi chn nhn vin c tc phong nhanh nhn, vui v nhy bn trong vic nm bt cc yu cu ca khch. c. Nhn s Nhn vin c kin thc tt v cc sn phm ca nh hng mnh cng nh cch phc v vi cc sn phm . Nhn vin bit r ngi ch tic, ngoi i din ch tic gii quyt cc vn pht sinh v ngi s thanh ton vo cui tic Nhn vin c ph bin cc yu cu t bit v cc thi quen, s thch ca ch tic lm hi lng khch c mi. d. Bn tic Khn bn, khn n phi tht sch, i thng v ngay ngn trn bn. Gh c b tr gn gng (theo yu cu ca khch hoc theo qui nh)
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3 4 5 6 7 1 2 3 4 5 6 7 8 9 10 11 12 13 1 2 3 4 1
Cc b dng c (chn , da , mung, a, dao, na phi sch v bng sng, khng hoen hay try xt v phi c t ngay ngn, gn gng). B gia v chnh phi y , sch v t gn gng. Ly cc loi ( tu theo nhu cu ) tht sch, sng, bng v phi c t ng theo trnh t, quy trnh phc v. Menu trn mi bn tic hay mi care thc n (bn di). Hoa trang tr e. Khu vc service station Dung c d phng khi pht sinh khch (t nht 20% s khch chnh thc) Dng c thay th trong qua trnh phc v(s lng nhiu hay t tu theo thc n). Cc dng c cn thit khc phi c y nh : Tong Gp, Mm phc v Mung Na Phc V, Khn Lau, X , Ly Cc Loi cn thit v lt ly Dng c khui bia & ru Cy Khuy, Nc ng Ht Cc Loi Nc Chm Cn Thit. (Chun b nhiu hn s khch chnh thc 20%) f. Thc n v thc ung : Thc n chun b ng theo yu cu ca khch v trnh by p mt Tng mn n phi phc v km nc st ( nu c) v nc chm ph hp Thc ung phi c p lnh hay ung km tu theo loi v theo yu cu ca khch. Phi ch cc nguyn ph liu, vt trang tr v ly ph hp vi mi loi thc ung. B. TRONG QU TRNH PHC V: Phc v ng theo quy trnh phc v thc n, thc ung
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Lun c nhn vin trc trong phng tic (tr khi khch yu cu ra ngoi hay khch c chuyn c bit khng mun ngi ngoi nghe) v nhn vin khc tip thc n, thc ung v cc yu cu pht sinh khc ng bn ngoi phng tic Nhn vin phi quan st, ch cc c ch, nh mt v cc du hiu khc nhn bit rng khch ang cn gip Nhn vin phi lun nim n, nhit tnh v chu o trong vic phc v khch Phi thng xuyn lin h, bo vi ch tic hay ngi i din v tnh hnh thc n, thc ung hay cc nhu cu pht sinh trong tic C. SAU TIC: Phi kim tra tht k lng tng chi tit v mn n, thc ung khch v bo vi ch tic hay ngi i din trc khi ra ho n thanh ton. Hi khch v cc th tc hnh chnh lin quan nh xut ho n , ni dung ho n Thanh ton vi khch, ly kin v bui tic, tin khch, cm n v hn gp li khch hng ca mnh. Thu dn cc khn vi v dng c n ung trn bn v set up li.
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T chc tic ngi

Yu cu: - Cn kim tra bn tic tht chu o trc khi khch n. - Mu khn ph trn bn tic ph hp cng th hin s lch s i vi khch v cng ni ln tnh cht ca bn tic: mu trng nu chiu i chnh thc trng th, cc cuc chiu i thn mt c th dng cc mu khc hoc mu trng cng c. - Ch ngi ca tng v khch phi thoi mi, khng qu cht. - Trc mt mi v khch, mt a ln lm nn lt t ln lt cc a n khc ln a ln , t sn mt a va ln a lt dng cho cc mn khai v. Nu l tic vo bui tra, trn a c khn n, gp thnh cc kiu dng p. Nu chiu i vo ba ti th t sn ln a ln mt a c y su n xp - thng l mn n u tin n ti. ( Vit Nam thng n xp sau khi khai v, Trung Quc v mt s nc khc, xp thng l mn n cui cng, iu ny ty tp qun tng nc, khng c g vi phm php lch s). Ti cc cuc chiu i trng th chnh thc khng cn dng a ln lt. - Trc mt mi v khch, chn nh dng ru mnh, cc vang khi n tht, cc vang trng khi n c, cc dng nc trng, nc sui hoc nc hoa qu, cc sambanh. Cc cc chn c th by mt hng hoc hai hng trc mt khch. Nu by mt hng th cc cc ln by pha tay tri ca khch, chn ru v cc sambanh pha tay phi ca khch. Nu by hai hng th cc cc ln hng trc, chn ru v cc sambanh hng sau. Trc mt khch cn c dng c nh ng mui, tiu, t, v. v. . . v gt tn thuc l.
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- Bn phi ca khch nu t gi gc dao n th by t bn ngoi vo: mt tha canh dng xp, mt dao n tht, mt dao n c nu c c. Ti cc cuc chiu i trng th chnh thc khng dng gi gc dao n. - Bn tri ca khch, by t bn ngoi vo pha khch: mt da n tht, mt da n c nu c c. Nu c nhiu mn n th dn ht dao v da c dng v thay th bng dao v da mi (bn tri thng khng gi gc dao nh bn phi). - Mt ming cctng con, thng l mu trng, trn vit tay hoc nh my h tn v khch, t trc mt v khch , mt bn thc n thng l mu trng vit tay hoc ch in (khng nh my thnh nhiu bn), c hoa vn trang tr trn thc n v c t trn ming mt cc ln trc mt khch. - Trc khi n trng ming, tr cc sambanh, cn th dn ht cc chn, bt a, dao da dng v by chn ung ch hoc c ph, da con, dao con, ci da nh v bnh ng nh cn cho khi ung c ph. Nhim v n khch ca ch tic - Mi khch n d, nu thn mt th mi ming hoc vit tay, ni r ngy gi, a im; nu l tic chnh thc th phi c giy mi trang trng. Ring i vi gii ngoi giao th d thn mt n my, u phi c giy mi sau khi tha thun ming v ngy gi, a im. - Mi ming hoc c giy mi nn chuyn n khch mi cng sm cng tt, chm nht l ba hoc bn ngy trc khi din ra ba tic. Ch nh n mc chnh t, ra tn ca n khch trc gi quy nh khong nm pht (gi quy nh l gi mi khch n d ba tic ghi trong giy mi). ng n khch th hoc pha trong ca, hoc pha ngoi ca, khng ng gia ca. - B tr ngi hng dn a khch vo phng ch. - Ti phng ch c th mi khch dng nhng nc gii kht nh nc cam, chanh, da, nc sui, bia, ru v dng mt s khai v nh: sandwich, bnh phng tm, ht iu, v. v. . . - ng gi quy nh, ch nh vo phng ch tip khch v giao cho mt vi ngi ng ngoi tip tc n nhng khch n mun. Trng hp c khch chnh quan trng, d qu gi quy nh cht t, ch nh c th ng i khch chnh n a vo phng. - Ti phng ch, ch nh khng nn vng mt, tr trng hp c bit, th d tr li gp in thoi chng hn, th ch nh cn gii quyt nhanh tr li vi khch sau khi xin li khch. - Khch cn n ng gi; ch nh n khch ng gi hoc qu mt cht. - C mt s trng hp, ch c mt s v c trch nhim n khch ngoi ca vo nh, cn ch nh n khch phng ch hoc ngay ti phng din ra bn tic. Trang tr bn tic - Thng ngi ta dng mu trng trang tr bn tic, hoc c th cc mu khc, nhng phi hi ha vi hnh khi v mu sc ca gian phng ni din ra ba tic. - C th t mt l hoa gia bn tic hoc hai l hoa nh hai u bn tic, cung hoa cn ct ngn; hoc dng nhng bnh nh xu cm 1, 2 hoc 3 bng hoa t pha tay phi mi v khch. - Ngy Tt, nu cn chiu i khch, th khng cm hoa vo bnh hay vo chu m ri hoa v l trn mt bn (cn xp cho p) hoc t trn mt bn mt bng hoa nh pha tay phi
mi v khch.
- Ngi ta thng dng cc cy nn gi bng in thp sng cc ba tic nu tic t chc vo bui ti; c th dng nh sng bng cc bng in tht, nhng mi loi nh sng dng trong ba tic phi du v d chu, khng c s phn bit v nh sng i vi mt v no trong ba tic, ngoi l c yu cu ring. - Cc mn n cn lm th no c th thch hp chung vi mi v khch trong ba tic; trnh nhng mn n hoc nhng gia v qu cay, qu chua hoc qu ng c th thch hp vi mt vi v trong ba tic, nhng khng thch hp vi nhiu ngi khc. (Nhng ngi ang phi king k nhiu mn n th khng nn mi n d tic m nn th hin tnh cm bng cch khc). - Cn c vang trng mnh khi n c, tm, cua; cn c vang khi n tht, ph mt; cn c bia khi n xc xch nng hoc xc xch hp cn nng hoc khi n bp ci mui; cn c nc trng, nc sui, nc hoa qu khi n kem; cn c vang trng nng nh hoc sambanh khi n trng ming. - Vang bn khng cn lnh; vang trng cn t lnh trc khi a ra dng; sambanh cn ngm trong chu c nc ; khi khai v khng dng cc loi ru vang; nhng chai ru c cn lun lun trong ci ln p. - Ch ngi danh d dnh cho ch nh: nu l mt bn tic th ng ch, b ch ngi i din nhau chnh gia bn; cc v khch l qu b th theo th t c xp bn tay phi, ri tay tri ng ch; cc v khch l qu ng th theo th t c xp bn tay phi, ri tay tri b ch. Cng c trng hp ng ch, b ch ngi i din nhau hai u bn. Cc qu b c xp bn tay phi, ri tay tri ng ch cho n gia bn. Cc qu ng c xp bn tay phi, ri bn tay tri b ch cho n gia bn (nh vy gia bn thng l nhng v khch theo th t sau cng). Nu trng hp ch c ng ch hoc mt b ch th v ch nh chim mt ch danh d gia bn; v khch chnh s ngi i din v ch nh gia bn; cc v khch sau tip tc c xp bn tay phi ri tay tri ca v ch nh (trng hp ny v ch nh khng ngi u bn na). Vo d tic - Vi khch, trc khi bc vo phng d tic, cn xem s bn tic bit ch ngi ca mnh. - Ti phng ch, khi ung ru khai v, ch nh nng cc chc sc khe cc v khch. - Ti cc bui chiu i chnh thc trng th, khi ung ru khai v phng ch, cng nh sut thi gian bn tic, ch nng cc chc mng (khng nng cao qu), ri ung ru, khng chm cc. - Nu c hai v chng ch nh cng d tic, th khi b ch nh mi khch vo phng tic, b ch i trc, ri ln lt khch n i theo; sau n khch nam. ng ch l ngi vo sau cng. Cc bui tic trng th, th d cc quc yn th ch nh v khch chnh vo trc, hoc khi cc v khch t tu y , ri ch nh v khch chnh mi xut hin. - B ch, khi vo phng tic th ng sau chic gh da l ch ngi ca mnh, thn mt mi khch vo. - Cc v khch ngi sau khi ch nh ngi. C ni, trc khi ba tic bt u th ch nh pht biu my cu, hoc c bi pht biu, ri nng cc chc mng khch; nu l quc yn, trc khi pht biu thng c hnh quc ca nc ch nh v nc ca khch. - Cc mn n cn phc v n trc: mi b ngi bn phi ch nh trc, sau mi b ngi bn tri v c tip tc nh th, sau cng mi n b ch; sau mi mi n cc ng ch. Nu c hai ngi phc v th mt ngi mi bn n, mt ngi mi bn nam; nu c ng ngi phc v
th ngi phc v cn xem khi no bn chnh bt u th cc bn khc mi phc v theo nguyn tc phc v n trc, nam sau. - Nu trong bn tic khng c khch n, ch c n ch nh th ngi phc v cn mi n ch nh trc, ri ln lt mi n cc v khch v ng ch l ngi mi sau cng nu ng ch cng d. - Sau khi ngi phc v mi mn n ri, ch nh n th khch mi n; cng c th sau khi ngi phc v tip mn n, khch c th n, khng cn i ch nh, nhng khng n nhanh, n vi. - Ngi phc v tip mn n v rt ru u lm pha tay tri khch. C mt s nc chu , i khi by cc mn n trn bn, khch c th ty n mn g hoc nhiu hoc t, tr mn xp hoc mt vi mn nng khc th a sau; hoc trong cc ba chiu i thn mt, ch hoc khch thng lch s hi nhau xem mun dng mn no, ri nh nhng tip cho nhau. y l tp qun lu i cn c ghi nhn. - Ch nh cn lun lun ngi vi khch, khng ng ln ngi xung nhiu, tr ba tic nh thn mt, t ngi, b ch thng phi ng ln n c ngi nh a cc mn n cho kp, cho chu o.
5.3.2 Tic phc v ngoi tri Outside catering service: Ngoi chc nng cung cp nhng ba tic ln v tic ng trong nh, B phn m thc cn thng phi t chc cc ba tic tng t nh vy nhng nhng ni ngoi nh hng/khch sn. Loi hnh ny c gi chung l dch v tic ngoi tri (Outside catering service) Xem xt qu trnh phc v tic Outside Trc khi chp thun cung cp dch v tic outside, cn phi kho st hin trng, mt bng. Xc nh cc phng n t chc, tnh trng hu cn lin quan v chi ph d tnh. Yu cu kim tra: - Kh nng cung cp nng lng. - Kh nng cung cp nc. - Cc iu kin lp t h thng bp, lm lnh, kho cha, Nhng vn cn quan tm: - Nh hng phi chun b tt c t bn gh, dng c phc v cho ba tic, vn chuyn trang thit b dng c l yu t ch yu ca hot ng ny. - Ty theo tnh cht ca ba tic m nh hng s t chc cho ph hp: loi thc n, hnh thc tic, cc nguyn tc v sinh an ton thc phm, - Lau ra, ng gi v vn chuyn s, thy tinh v dao mt cch hp v sinh v an ton trnh h hng. - S lng nhn vin cn nhiu hn phc v tic ngoi tri chi ph s tng ln so vi phc v trong nh. Quy trnh kho st mt bng: - Gi hn khch kho st mt bng ni chun b s din ra tic (phi hp vi sales outside) - Ghi li l trnh t Nh Hng ra ni chun b t chc tic
- Mt bng ph hp vi s lng bn, khch d dnh t chc - Mu ch o ca cng ty. (set up cho ph hp) Cch t vn v loi hnh tic, cch setup: - Nhu cu khch mun t tic (ty i tng khch Vip, staff party, hi ngh, ) - Phc v nc ung cn bao gm chng loi ( ty theo loi hnh tic Vip , nhn vin , bc s, ) - m thanh, nh sng, backdrop, trang tr theo ch tic (ty theo loi hnh tic) - Gi set up (ty theo tic tra, tic chiu,) - Ni nu n cho bp, lu mu thc phm. - Lp k hoch trnh BG, order, xe, steward, nhn s phc v tic Tham kho cch t chc tic ngoi tri
Ba tic ngoi tri lun l dp vui nhn tha thch m ai cng mong i trong dp l hi ny. Bn ln k hoch chun b cho mt bui ti tuyt vi ngay ti vn nh mnh cha? No t tin lm b ch tic vi cc mo t chc tic m c nng tho vt mch bn di y: 1. Thu dn nhc, lm sn khu: Mt ba tic ngoi tri nht thit phi c sn khu v dn nhc. Tic vo bui ti th nn d tnh cho ban nhc chi n khuya. Nu thi tit ma ny khng c kh ro cho lm, bn c th thu hay mn 1 dn sn khu kiu lu bt, vic dn dng v thu dn s mt thi gian. 2. Chn ch : Quyt nh ch cho ba tic nh tic mn hay tic nng barbecue, tic tr, tic cui tun, tic Trung thu. . . T , hy a ra thc n chnh xc. 3. Trang tr khng gian tic: D l mt ba ti nh ca gia nh trong vn nh hay mt bui tic ln vi bn b, th vic by tr khng gian tic l vic rt cn thit. Sau y l mt vi tng: 4. S dng nn thm loi ln, t vo cc tr n gm hay gc nh trong vn. - t mua hoa thm nu vn nh bn khng c sn. Sng to hn, bn c th dng cc chu hoa treo lm sinh ng hn khong khng gian pha trn cao ca vn nh, hay che i nhng khuyt im thng gp i vi khng gian st b ro. 5. Trang tr thm vi bong bng bay mu sc. Phn ny cng c th dnh cho cc em nh sau khi tic kt thc. 6. Mn dch v t chc tic: Tic cng ln, cng c nhiu vic cn chun b. Bt u k hoch chun b bng vic thu bn gh v chn a. Sau , ln thc n v t tic. Bi v bn s khng c thi gian thc hin tt c cc mn n. 7. Pha ch thc ung n gin: Cc ba tic thng s dng cc loi nc ngt ng chai hay bia. Nhng ai cng bit cc loi thc ung ny s nh hng rt xu n sc khe con ngi v lu di. Hy t tay chun b nhng mn thc ung n gin. S khng mt nhiu thi gian cho mt hay vi can nc bt hng hoa qu. Cch ny cng gip tit kim t nhiu. 8. Thc n hp l: Cn cn nhc k cng khi ln thc n tic. Cc mn n phi va , khng nn thiu hay tha. Bn cng cn ch sp xp th t cc mn n. Th d, cc mn n chi c th c s dng lm khai v, dng cc mn chin, nng lm mn chnh, sau l lu v cui cng l trng ming bng tri cy hoc kem.
9.
Hu tic: Bn lo lng phn kt ba tic s l c ni c cn dn sch, m mt mnh bn khng th m ng ni? Ti sao khng gi cho mi ngi cng nhau gp tay dn dp? t sn mt vi thng rc cc gc. Bn c th dng chn a giy nu l mt bui buffet. Sau khi dng, ch vic b tt c vo thng rc, th l xong!
Hin nay, ti TPHCM, c rt nhiu khch sn, nh hng ln nh Caravelle, Sheraton, New World, v nhiu ni khc m nhn dch v ny. Khi khch hng c yu cu th pha dch v s n tn ni trao i, t vn cho khch v k hp ng. n ngy, gi phc v, i ng nhn vin ca dch v Tea break s qun v mang theo tt c nhng th chun b sn, ti ri, nng hi, gm nhiu loi bnh (ngt v mn), tri cy, tr, c ph, sa; cc dng c nh m, bp in nu nc; ly, tch, mung, na cho khch s dng. c bit, hin nay, mt s trng nghip v du lch cng c m dch v ny. Chng hn nh Trng Du lch Khi Vit, khi khch hng c nhu cu, nh trng s lo t A Z, gm thy c trong khoa m thc nh hng khch sn m nhim. Cn nhn vin phc v l sinh vin cc ngnh bp, bn, tip tn, hng dn vin du lch u im ca sinh vin phc v tic Tea break l khng nng v thu nhp nn rt nhit tnh, vui v. y cng l c hi cc em thc hnh. Cc im dch v Tea break rt nhy trong vic nm thng tin t nhng n v sp, s khai trng bng nhiu ngun: thng qua danh sch cng ty, vn phng mi thnh lp; thng qua bo ch (cc b co thnh lp, khai trng) hoc thu thp thng tin bng cch ring ca mnh, sau lin lc mi khch s dng dch v. Cng khng t trng hp khch hng c nhu cu v t lin lc n dch v. Gi c ca bui tic ty vo kh nng ca khch hng: cao cp, kh hay trung bnh. Nhng dch v Tea break ca cc khch sn 5 sao thng c tnh theo u ngi, mc gi t 10USD 12USD/ngi. Mt s ni th tnh trn gi. Trng b phn tic Tea break ca mt khch sn 5 sao ti TPHCM, cho bit, c nhiu khch hng lc u khng quan tm hoc khng ngh, khng bit n dch v Tea break, nhng khi c t vn th h OK v chp nhn t tic. Tea break s pht trin v ngy cng th hin tnh chuyn nghip hn, gp phn to nn mt loi hnh dch v mi trong i sng th hin i. Loi tic ny ch n nh vo bui sng (nu s kin xy ra sm) hoc gia bui tra, hoc gia bui chiu thc khch lt d (ch yu bnh ngt, bnh mn, tri cy, nc tri cy, tr, c ph, sa). Ci hay ca tic Tea break l khch ng n, ung v t phc v theo s thch ca mnh c hi cc thnh vin tham d trao i thng tin.
Bi tp: 1. Nghin cu tnh kh thi ca vic phc v tic ngoi tri cho: a. 500 khch tham d hi tr trin lm. b. 200 bn sinh vin cm tri ti cng vin. 2. Chun b thc n ph hp cho nhng ba tic trn.
Chng 6: CC HOT NG VN HNH Mc tiu: Sau khi hc xong chng ny bn cn phi: Tip nhn c nhiu loi thanh ton khc nhau, chun b ha n thanh ton ng v chnh xc. Xc nh c cc mt hng d tr thng xuyn ti nh hng v quy bar Xc nh c nhng phng php d tr v x l thc phm an ton. Xc nh nhng vn v v sinh v mt v sinh trong qu trnh thu gom v cha rc thi. Hiu c tm quan trng ca vic m bo an ninh an ton ti ni lm vic. Ni dung: Chun b ha n thanh ton cho khch t hng v d tr quy bar Bo co v nhng vn bo dng Duy tr nhng tiu chun v sinh trong phc v v d tr thc phm Duy tr cc tiu chun v sinh i vi qu trnh thu dn v cha rc thi Duy tr mi trng lm vic an ninh an ton 6.1 Chun b ho n thanh ton cho khch, thanh ton v tr tin mt. y l giai on cui cng trong qu trnh phc v mt lt khch ca nh hng. iu quan trng nht l i hi nhn vin phc v bn phi bit kin tr, nhn ni v lch s trong thi gian i khch n xong v thanh ton tin. Tnh chnh xc cao cng l yu cu khng th thiu ca giai on phc v ny. Ngi phc v phi c kh nng tnh nhanh h s s dng ch ngi hng ba ca nh hng ch ng tm cch tng kh nng quay vng ch ngi cho nh hng. Khi khch c yu cu tnh tin th a ha n cho khch: c li mt ln cc mn n v ung khch dng sau ni tng s tin khch phi thanh ton, nhn tin t khch v cm n nu khch a tha th ni khch ch giy lt s thi li cho khch ngay. Trong thi gian nhn vin thu dn th ch tic s tin hnh thanh ton ton b chi ph cn li cho b phn k ton ca Nh hng phn cn li sau khi t cc. Nhn vin thu ngn gi ha n v tranh th d hi cm nhn, nh gi v cung cch phc v ca nh hng. 6.1.1 Ha n thanh ton ca khch: Thng thng trch nhim ca th ngn l lp v lu gi ha n thanh ton ca khch. Tuy nhin, nhn vin phc v ng mt vai tr rt quan trng trong vic m bo thng tin chnh xc cung cp cho thu ngn mt cch kp thi. - Khi nhn c bn sao ca t ha n bn n t nhn vin phc v, thu ngn phi lp ha n thanh ton, lm hai bn theo ng s bn trn ha n.
- Tt c cc ha n u nh s nhm mc ch kim sot. Thu ngn in cc hng mc yu cu v gi chnh xc vo ha n thanh ton. - Ha n thanh ton cng cc loi ha n bn n nh km vi nhau v c t trong mt kp h s c s theo di theo s ca tng bn n. - Khi khch yu cu thanh ton, nhn vin phc v phi ly ha n thanh ton t thu ngn, kim tra li cc khon mc, sau mi cng tng li. - Lin u tin a cho khch, c t trong ba kp hoc gp li trong a mang ra cho khch. 6.1.2 Phng php thanh ton: Bng tin mt L hnh thc thanh ton n gin nht nhng cng d b nh cp hay tht lc do vy nhn vin phi rt cn thn khi thanh ton cho khch. Ngoi t: Nh hng/khch sn c th chp nhn thanh ton bng rt nhiu loi ngoi t khc nhau. Cc bc cn phi tun theo: - Xc nh loi ngoi t, c th phi thng xuyn kim tra cng ngi ph trch nu bn khng chc chn. - Xc nh xem loi ngoi t c c chp nhn ti Vit Nam v thanh ton c ti nh hng/khch sn hay khng. - Cp nht t gi hi oi, v cn thn khi quy i sang tin a phng. - phng tin gi, kim tra ngay vi ngn hng nu bn khng chc chn. - Tnh thm khch khon ph chuyn i ngoi t nu c. - Hon thnh giy bin nhn chuyn i ngoi t a cho khch (nu khch yu cu). Sc du lch: Sc du lch do ngn hng hay cc i l du lch ti quc gia ca ngi i du lch pht hnh v sc du lch sn c vi hu ht cc loi ngoi t mnh. Th tc chp nhn sc du lch nh sau: - Mi sc c mt gi tr nht nh c ghi r, v d 100 usd. - Sc phi c ch k ca ngi cm sc khi thanh ton. - Ch s hu c yu cu k ln na trc mt thu ngn (hai ch k phi khp nhau). - Kim tra li bng nhng chi tit ghi mt sau ca sc vi h chiu ca khch. - Sc phi chuyn i sang ng tin a phng theo t gi hin hnh (thng thng phi tr ph chuyn i). Phiu thanh ton v Th tn dng: Nhng ha n thanh ton ln thng c tr bng phiu thanh ton hay th tn dng. Phiu thanh ton v th tn dng cho php giao dch khng cn s dng tin mt thc t. Khch sn nhn c thanh ton t cc t chc pht hnh phiu thanh ton hay th tn dng, sau t chc ny s thanh ton li trc tip chi ph cho khch ca h. Cng ty phi
tr mt phn ph % nht nh (phiu thanh ton thng cao hn Th tn dng) cho khch sn. Nhn vin phc v v thu ngn phi bit loi phiu v th no c chp nhn thanh ton v th tc thanh ton, nhng loi th v phiu thng dng ti Vit Nam: Visa, Master Card: l th tn dng ph bin nht. Chng c th c pht hnh ti tt c cc ngn hng khc nhau trn ton cu. Ngi gi th c gii hn ti a vi s tin m h chi tiu trn tm th nhng khng cn phi tr ngay lp tc tt c nhng khon m h n ngn hng-h c th tr sau (c tnh li sut). American Express, Dinners Card, JCB: l cc loi phiu thanh ton, chng c nhiu mu khc nhau (xanh, vng, bc, bch kim v en). Tt c cc phiu v th u c tn ngi s hu v ng du trn mt cng vi s th v thi hn. l nhng chi tit, du hiu cn phi kim tra v l do an ton mang tnh quc t. Th tc chp nhn thanh ton: - Kim tra xem Phiu v Th c nm trong danh sch c khch sn chp nhn hay khng. - Gi tr ha n c vt qu gii hn ti thiu hay khng? (khch sn c th t gii hn i vi mi loi th hay phiu). i vi khch di hn ti khch sn phi c thng bo trc v gii hn ny. - Kim tra thi hn ca th, ch chp nhn nhng th cn thi hn s dng. Th c ng cng tn vi khch khng th mi c chp nhn. - Th v phiu c nm trong danh sch ngng s dng, cm s dng. - Bin lai c in chnh xc cha? Bin lai l hnh thc kim tra giao dch. Mt bn sao a cho khch, mt cho t chc pht hnh (h thng vi tnh ha s t ng thng bo cho t chc pht hnh th) v mt khch sn gi li cng ha n thanh ton (c ch k ca khch). - Ch k sau cng ny c khp khng, y l qu trnh kim tra quan trng trnh sai st - Tr li th v phiu, bin lai, bn sao ha n cho khch. Lu : Nn hon thnh ton b vic giao dch trc mt khch. Bi tp: 1. Ti thm nhng khch sn/nh hng trong khu vc ca bn v ghi chp nhng phng php thanh ton: a. c chp nhn. b. c s dng ph bin nht. 2. So snh nhng im ch li v bt tin gia cc phng php thanh ton.
6.2. Yu cu hng ho cho nh hng v quy Bar. Trong bt k nh hng no th h thng kim sot nh bp, quy ung v kho cha l rt quan trng. 6.2.1 Nhng yu cu v hnh chnh: Mt s mu s sch cn thit cho h thng kim sot: - S t hng - S nhp hng - S ci kho cha - Th l hng - S tr hng - S d tr - S tng hp - Bng ghi tiu th hng ngy Tham kho mu t hng cho bar Foods fo Bar Standard Food which are used for mixing by the bars (including fruits, vegetables, dairy products, spices, nuts etc.) must be requisitioned from the kitchen / storeroom. Procedures o The Executive Chef should sign all food requisitioned for the bar. Food that is transferred from the kitchen to the bar on short notice must be recorded on an In House Transfer form. o Both the Chef and Head Barman should make sure that the in-house transfer, should be reconcilled on a weekly basis with the Accounting Department. (Hotel name) REQUISITION FORM Issued/Transfer
Store Bar transfer
No:
Kitchen tranfer
General Department:
Dry food
Beverage _/Outlet
Cigarette
Minibar kitchen Date:
Fuel -
Requested Qty Unit Description Quantity
Issued Unit Price Amount
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Ordered by: by: Authorised by: by:
Issued
Receive
6.2.2 t hng d tr: Nhanh v chnh xc trong vic yu cu hng ha cho nh bp v quy bar l yu t quan trng phi thc hin. Thng tin yu cu i vi qu trnh t hng bao gm: Tn; loi hng; s lng; thnh phn; 6.2.3 Th tc nhn hng d tr: Nhng phng php an ton nht c p dng khi t hng v nhp hng: n mc tin, ru, v k trch nhim c nhn. Th tc: - Kim tra s hng nhn c so vi n t hng. - Kim tra quy cch, phm cht ca hng ha. - Kim tra ngy dn tem, - K xc nhn nhn hng. - Tin hnh d tr v an ton. Bi tp: 1. Xc nh k hoch, n t hng v yu cu d tr cho cc loi hng ha chun b cho mt thc n tic bt k. 2. Nu nhng im bt li cho nh hng vng min ni xa xi v nhng hn o cch bit.
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6.3. Bo co v nhng vn bo dng. Bo dng l hot ng quan trng, cn thit ngn nga cc h hng c th xy ra ti nh hng. hot ng bo dng hiu qu, i hi qu trnh kim tra c thc hin thng xuyn; mt h thng bo co; k hoch s cha ph hp vi nhu cu hot ng ca nh hng. 6.3.1 Xc nh nhng vn bo dng: Mt s vn bo dng quan trng c nh hng n nhng chun mc phc v v v sinh an ton thc phm. V d: nu h thng lm lnh b h hng th thc n s b i thiu; nu my ra chn khng hot ng th dao na khng c ra sch theo yu cu c th l ngun gy nhim; Cch xc nh nhng vn cn bo dng hiu qu l thng qua bng lit k kim tra bo dng (Maintenance Check-List). Danh mc kim tra s chia thnh tng nhm, tng h thng khu vc kim tra nh sau: - H thng lm lnh - H thng c kh - H thng chiu sng - H thng nng lng - H thng dn nc 6.3.2 Bo co cng vic bo dng: Khi pht hin vn bo dng, nhn vin phi ghi y thng tin vo ng mu theo quy nh, v gi ngay ti b phn bo dng. Standard Ensure the smoothly operation of Engineering Department by organizing and controling. Keep the effective communication internal and external of department. Procedure 1. 2. 3. 4. 5. Setup and take care the office filing and cleanliness. Follow on board the works and possition of the staff on duty. Receive and implement all the Work Order. Receive and handling the phone call( see in telephone technique). Transfer all internal and external comands or messages by two ways communication. 6. Assit to C.E and Asst. C.E for stationery and computer maters. 7. Directly take care of the department store by control the stocks, receiving and outgoing materials.
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8. Report daily to C.E about store condition and works handled. 9. Follow up all others work assigned by C.E or Asst.C.E. 10. Control all tools and equipment of department. 11. Hold the monthly inventory of Engineering store with accounting dept. 6.3.3 Hon thnh mu yu cu bo dng: in vo mu, xc nh cc yu cu cn bo dng. Ghi chp c th ngy thng, thi hn yu cu. Yu c bo dng c lm thnh 3 bn gi cho cc b phn lin quan. Bi tp: 1. Son mt danh mc kim tra (check-list) n gin v nhng vn bo dng trong khu vc nh hng hoc quy bar. 2. Tin hnh kim tra bo dng ti mt nh hng. Hon thnh danh mc kim tra, sau in vo phiu yu cu. 6.4. Duy tr nhng tiu chun v sinh i vi d tr thc phm. Mt trong nhng chc nng quan trng nht i vi bt k nh qun l no trong lnh vc m thc l duy tr tiu chun v sinh an ton thc phm. Tiu chun v sinh i vi d tr thc phm: - Cc loi thc phm phi gi kn ngn chn ly nhim bnh t bi bn v rui, - Thc phm phi c gi trong phng lnh, t lnh, t ng, - Nhng thc phm nng phi nhanh chng lm mt trc khi cho vo t lnh. - Phi gi thc phm ng cch trong nhng thng c nhit m hn. Standard To provide a good quality fresh product over an extended period of time. Procedures 1. Drain rack into storing tub leaving a one to two inch gap. 2. Layer all seafood with ice cubes for even cooling & ease of removal. 3. When the tub is layered approximately 5 times (depending on the resistance of icebruising) cover the tub with clean-wrap or an air-tight lid. 4. Label & store in cool room between 4 to 6 degree cents. Repeat every 8 hours. Yu cu v sinh i vi d tr thc phm: - H thng thng gi tt - Nhit ph hp
- Khu vc lm vic v thit b phi sch s - Trnh d tr qu mc cn thit Cc th tc i vi d tr thc phm: - Hn s dng trn tem cc mt hng nh thc phm ng hp, thc phm dng trong ngy phi c kim tra thng xuyn. - Mc d tr cn thit: Hm cha l khu vc d tr cc loi ung c cn hoc khng cn ti mt nh hng. Cc im phc v nh: nh hng, quy bar, quy cocktail, phi ly hng d tr hng ngy, hng tun t hm cha. - Mc d tr c xc nh ch yu da vo sc cha ca hm, vo doanh thu bn hng v chnh sch tin mt ca nh hng. - Tt c cc quy bar trong khu vc nh hng u d tr mt s lng ung cung cp trong thi gian mt ngy hay mt tun. Vo cui thi gian , tng hp s lng tiu th bit s lng d tr cn thit. - Lun phin hng d tr: Hng d tr c phi s dng trc hng d tr mi trong kho (nguyn tc First in first out). - iu chnh nhit : gi nhit ng trnh h hng thc phm v ng c. thc phm ng c s lm cho vi khun sinh si rt nhanh ti nhit c th hay nh khu vc bp. Thc phm c ly ra khi t lnh trong bp nng khng c cho li t lnh, nh vy c th b nhim nng. Standard ALL MILK AND CREAM WILL ONLY BE ACCEPTED IN A FRESH CHILLED HYGIENIC CONDITION AND WILL BE KEPT IN SUCH CONDITION UNTIL IT REACHES THE GUEST OR IS USED IN THE KITCHEN. Procedures 1. When receiving milk the following must be checked: a) Use by date and must have at least six days shelf life. b) Temperature must be cool. c) Are containers all in hygienic sealed condition. 2. When receiving cream the following must be checked: a) Use by date and must have at least 14 days shelf life. b) Temperature must be cool. c) Are containers all in hygienic sealed condition. 3. When opening and using milk or cream always check freshness before pouring contents into other ingredients. 4. Never store milk or cream in cardboard containers once opened.
6.5. Duy tr tiu chun v sinh i vi vic cha v loi b rc thi. Khng ging nh nhng cht ph thi trong qu trnh sn xut cng nghip, rc thi t nh bp hay thc n tha c th mc nt, thi ra rt cn s quan tm c bit trong khi ch c x l. iu quan trng l loi b rc thi v nguyn vt liu ph thi mt cch hiu qu. Rc thi c th gy chy, nhim v nhng ri ro mt an ton khc, v vy, cn phi loi b rc thi nhm bo v mi trng v duy tr v sinh nh hng. 6.5.1 Rc thi Waste Reduction & Recycling Program Tips for Food Handling Facilities Food service providers face several waste management issues. Solid waste disposal, energy consumption and wastewater make up the majority of environmental challenges that food service operations must address as a part of a business. The checklist that follows this narrative provides tips as to how food service providers can reduce wastes, reuse and recycle. Types of Wastes: Solid waste includes fats, oils and grease; food preparation waste; uneaten food; cardboard; paperboard; steel cans; aluminum cans; #1(PET) and #2(HDPE) plastic bottles and jars; clear, amber and green glass jars and bottles. Some operations may have additional types of waste present. Motivation: If food service providers can reduce waste disposal volumes and disposal costs, they save money and preserve the environment. Decreased waste generation can also reduce electrical consumption and water usage, which in turn decreases the utility bills leading to increased operating efficiency. As good environmental stewards, businesses, employees and patrons can feel good about impr oving or maintaining the health of the environment. Strategies: Evaluate food preparation wastes and change preparation processes. Donate leftover foods or recycle foods in a composting or animal feed program. Utilize reusable utensils and serving ware. Reduce waste currently being disposed of by pulling recyclable materials out of the waste stream. Reduce energy costs and reduce waste of water. Benefits Expand employee involvement through training, which replaces old habits with new habits, focusing on waste reduction and recycling. For example, a food-composting program recycles food-prep waste as either an organic fertilizer for farmers or feed for pig farmers. Unserved food can feed the less fortunate in the community. Recycling the listed materials from the waste stream and purchasing materials with recycled content drives the need for recyclables. All of these ideas decrease the volume of waste sent to the landfill, which saves money and valuable landfill space. Reducing both energy and water waste saves money and conserves precious natural resources.
Why Reduce? Garbage disposal should be a controllable expense rather than a fixed expense. All it takes is a plan and a little effort. Landfill space is decreasing while the disposal price continues to increase. Stated another way, other people are making money on your trash. This money could be better spent on your business or your employees instead of be ing thrown out with the garbage! 6.5.2 Loi b rc thi: Please indicate whether you have implemented any of the following practices. Please circle Yes, No, or Not Applicable (N/A). Food Waste: This includes leftover portions of meals and trimmings from food preparation in kitchens, restaurants, fast food chains, and cafeterias. In general, food waste is recognized as the third largest component of generated waste (after yard waste and corrugated cardboard boxes) and the second largest component of discarded waste, after yard waste. The amount of food generated in the waste stream has increased by a total of 1.2 million tons over the last 25 years. Americans generate over 14 million tons of food waste annually according to the US Department of Agriculture. That equals 106 pounds of food waste per person and 14.3% of the municipal solid waste stream. Only 4.1% of the food waste generated is composted; the remainder is either landfilled or incinerated.
Reduction & Reuse 1. Use washable cloth rags instead of paper towels. Yes 2. Encourage use of reusable dishes over polystyrene or other disposable ware. Yes No No N/A N/A
Yes No N/A 3. Serve beverages in reusable cups. 4. Print daily specials on a chalkboard or a dryerase board rather than printing daily specials on new sheets of paper for each menu or table. Yes No N/A 5. Use refillable condiment bottles instead of single-use packages, and refill them from bulk containers. Yes No N/A 6. Use reusable coffee filters and compost the grounds. If you cannot use reusable filters, use unbleached paper filters. Yes No N/A 7. Do NOT throw away your cardboard! Work with suppliers to take back and reuse corrugated cardboard boxes, 5-gallon buckets, and other packaging. (Some restaurants reuse 5-gallon buckets as recycling containers.) Yes No N/A 8. If smoking is allowed, use reusable ashtrays. Yes No N/A
Reduction & Reuse Suggestions: Front-of-the House 1. Distribute condiments and utensils from behind the counter to control portioning. Yes No N/A 2. Use straw-style stir sticks for bar beverages instead of the solid style. Yes No N/A 3. Serve straws and napkins from health department-approved dispensers rather than prewrapped, and offer only one straw per drink. Yes No N/A 4. Offer customers a discount if they bring in their own mugs, containers, or bags. Yes No N/A 5. Ask carryout customers if they need plastic utensils instead of automatically placing them with the order. The same goes for restaurants that serve breakfast do not automatically serve butter, jelly, salt, pepper, or extra napkins. Yes No N/A Food Management The National Restaurant Association estimates that 20% of all food prepared commercially in the US goes to waste. Additionally, almost 30% of a restaurants garbage is made up of food waste. That includes food prep waste, served but uneaten food, unserved food and spoiled food. 1. Rotate perishable stocks at each delivery to minimize waste from spoilage (date items when delivered and use what was delivered first). Yes No N/A 2. Adjust inventory levels on perishables to reduce waste due to spoilage or dehydration. Yes No N/A 3. Arrange your refrigerated and dry storage areas to facilitate easy product access and rotation. Yes No N/A 5. Store raw vegetables in reusable airtight containers to prevent dehydration and spoilage. Yes No N/A 6. Re-hydrate stalky vegetables like carrots, celery, lettuce and broccoli, etc., by cutting off ends and immersing in warm water (100F) for 15 20 minutes. Yes No N/A 7. Clean coolers and freezers regularly to ensure that food has not fallen behind the shelving and spoiled. Yes No N/A 8. Whenever possible, prepare foods to order to minimize waste due to over-preparation. Yes No N/A 9. Reuse large containers for storage. Yes No 10. Pre-cool steam-table hot foods (in an ice bath) prior to placing them in the cooler. N/A
Yes No N/A 11. Store leftover hot foods from different stations in separate containers to reduce the chance of spoilage. Yes No N/A 12. Prior to washing, scrape dishes into a food waste container for animal farms. Yes No N/A Energy and Water Conservation 1. Use energy conserving fluorescent lights instead of incandescent bulbs. Yes No 2. Use low-wattage bulbs in exit signs instead of the more common high-wattage bulbs. Yes No 3. Use a broom rather than an electric or battery driven floor sweeper. Yes No 4. Keep oven equipment calibrated to prevent over baking. Yes No N/A N/A N/A N/A
5. Clean oven often to avoid using oven cleaners. Yes No N/A 6. Clean refrigerator coils and air conditioner filters regularly to help these appliances run more efficiently. Yes No N/A 7. Install low-flow faucet adapters and/or automatic turn-off faucets, and low-flow toilets in restrooms. Of the total water used in restaurants, restroom water usage ranges from 50% in fullservice restaurants to 80% in fast food restaurants according to the National Restaurant Association. Yes No N/A 8. Use energy-efficient and water-conserving appliances like dishwashers, refrigerators and freezers. Yes No N/A 9. Install motion or timer lights in restrooms, pantries and freezer units lights can be set to turn off after three to five minutes of inactivity. Yes No N/A 10. Set thermostats at reasonable levels. Yes No N/A 11. Develop and implement a monthly cleaning and maintenance program for all equipment. Dont forget to check the air intakes where dust can cover openings. This extends the life of the appliances and reduces energy costs. Yes No N/A
Bi tp: 1. Lp danh sch cc loi rc thi khc nhau thng tm thy ti ni lm vic hay khu vc sng ca bn. Hy th hnh dung iu g s xy ra vi nhng loi cht thi ny. 2. Hy th lit k nhng phng php c th gip bo v mi trng thng qua qu trnh qun l rc thi.
6.6. Duy tr mi trng lm vic an ton v an ninh. 6.6.1 An ninh an ton - ANAT Con ngi c nhu cu chung l cm gic c ANAT trong mi trng ca h. V th vn thit yu l K/s phi to cho h mt mi trng m h cm thy thoi mi. Trong ngnh K/s yu t ANAT c t ln hng u. lm tt cng tc bo v anat K/s l tin c bn cho mi hot ng khc ca K/s. B phn an ninh K/s (security) lm tt cng tc ca mnh chng nhng gip cc b phn khc ca K/s hot ng bnh thng m cn trc tip bo v an ton cho khch Bo v khch; Bo v ti sn; Bo v nhn vin; v tc ng tch cc cho mi trng xung quanh. Mc ch, tn ch ca cng tc anat K/s l bo v an ton ti sn ca khch sn, bo m tnh mng v ti sn ca khch khng b xm phm, to ra bu khng kh kinh doanh tt, lm cho khch c cm gic an ton nh trong chnh nh mnh, lm cho mi cn b cng nhn vin yn tm cng tc. 6.6.2 T chc ANAT Nhim v ch yu ca b phn an ninh K/s l bo v li ch ca K/s, tng cng cng tc bo v ni b, ra cc ch , quy nh v cc bin php an ton c hiu qu, tuyn truyn gio dc php lut, nng cao thc bo v an ton ca tt c nhn vin, phng nga xy ra cc s c bt ng. - Thc hin cc quy trnh v yu cu bo v an ninh, phng nga tt c nhng nguy c e da n tnh mng v ti sn ca khch v nhn vin - Tng cng lin h, phi hp vi ngnh cnh st v ngnh cu ha x l kp thi v ng n cc v vic mt anat - Thc hin tt cng tc bn phng: phng ha, phng n, phng trm, phng thin tai theo phng chm ly cng tc phng l chnh - Cn c vo hin trng ca K/s v yu cu ca gim c m nh ra cc quy ch anat. - Lm tt cng tc phng, cu ha. nh k t chc cng tc hun luyn, din tp v kim tra cc trang thit b PCCC Chng trnh hnh ng gm cc bc: 1. XC NH CC NGUY C 2. NH GI CC NGUY C 3. CC BIN PHP KIM SOT 4. CC TH TC & CHNG TRNH HUN LUYN 6.6.3 Cc bin php Clearly there are risks for hospitality companies "going global," particularly in markets where there is a history of political and economic instability. Hotel organizations frequently rely on security systems that are transplanted from property to property. But hospitality managers should consider a number of pertinent questions. - When was the last complete security survey completed for all facilities?
- Is the system sufficient to the threats in the local area? - Have new risks developed since the last surrey? - Is there an effective emergency management plan in place? - Will staff be proficient in its execution? - Preemployment screening; Staffwide training - Fire control; Access control - Lighting - Key control; Security staffing - Guest room protection - Emergency response - Health safety; Food safety 6.6.4 c im ANAT khu vc m thc - Food and Beverage areas: ANAT khu vc m thc ch trng vo cht lng thc phm v ung, an ton i vi cc vt dng, trang thit b, cng c, phng tin lm vic v quy trnh phc v ti tt c cc khu.(Ordering, Purchasing, Delivery Invoices, Receiving,Storing, Kickbacks, The Service of Alcohol, ) Hygeine & Food Preperation Areas: - Hand washing sinks; Soap dispensers - Hand drying facilities - Floor drains free of grease - Separate storage areas cooked/uncooked products - Drinking water filtered and purified - Staff trained in safe food handling and preparation - Have haccp, foodsafe or similar accreditation Quy nh - Oneway doors, Stable ladders, secure shelving, safety shoes, well-fitting work garments ... - Chefs' hats (to prevent hair and whatever hair contains to fall into the food). - Conduct an inspection of a food service facility and prepare a report. - Sanitary Facilities & Equipment - Supervision procedures to assure that employees follow sanitation rules and practices - Employee Food Safety Training - Plan an effective employee sanitation training program - Implement operational and accountability systems that comply with laws & regulations Duty to Provide Adequate Security Fulfillment of their legal duty of care to their restaurant customers and employees - The stopping point for several bars that close at 2:00am
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- Keeping Food Safe in Storage - Send food and beverage handlers for regular medical checkup Culinary staff who cut themselves accidentally at work, as often happens while slicing food products, have to immediately stop handling food, and report to their Executive Chef and to the person in charge of First Aid in their company (Security or Human Resources Department) for preliminary treatment and handling. Healing and precautionary measures are taken before they are allowed back at their job. 6.6.5 Quy nh & lut php v ANAT Php lut quy nh K/s phi c cc ngha v sau: - Thc hin cc bin php nhm bo m an ton, tnh mng, ti sn ca khch lu tr ti c s: gi h tin bc, t trang qu ca khch; - Chp hnh nghim chnh quy nh v phng chy, cha chy; an ton cc thit b in, thit b chu p lc; - Bo mt phng gian theo cc quy nh hin hnh. - C ni quy ca c s dch v du lch bng ting Vit v ting nc ngoi. - Thc hin cc ngha v khc theo quy nh ca php lut. Quy nh va nguyen tac lam viec trong k/s Bao gm nhng quy nh chung sau: - ng k nhn s: nhn vin phi thng bo mi thng tin lin quan n c nhn - Dung mo c nhn: yu cu mc cao - Th cng tc v bng tn: yu cu mang khi lm nhim v - S dng t c nhn: qun l v gim st - ng phc - Li ra vo ch lm vic - Cc trang thit b dng cho khch - Tip ngi thn v s dng in thoi - Ti xch v t trang c nhn - i vi ca ri - i vi ti sn ca K/s Nhng yu cu i vi nhn vin b phn m thc Gm nhng quy nh c bn mang tnh php l m bo an ton cho khch. Nhn vin phi: - Hiu nhng nguyn tc v sinh thc phm v trch nhim hnh ng. - Khi vn chuyn thc phm phi tin hnh mt cch khoa hc v tun th nhng nguyn tc v sinh thc phm. - Hiu nhng nguyn tc v an ton sc khe v an ton lao ng. - Quan tm n sc khe v an ton ca bn thn v ca mi ngi.
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- Bo co v bt k ri ro no c th l nguyn nhn gy thng tch hoc m au. - Thng bo qun l cc trng hp, tnh trng m au v bnh tt. - Khng can thip hoc lm dng nhng vn lin quan n sc khe v an ton. - Phi hp vi nhng nh qun l thc hin cc nhim v trong phm vi php l. - Lp k hoch v thc hin cng vic v sinh hng ngy, hng tun, hng thng. Nhng hng dn lin quan ti phng php lm vic an ton: - Khng chy, n a trong khi lm vic. - i giy c lp chng trn. - Mc qun o bo h, eo gng tay khi s dng ha cht. - t cc du hiu cnh bo sn nh t.v.v.ti cc khu vc lm v sinh.v.v. - Dng thang ng t th khi lm vic trn cao. - Khng t cc vt trn li i, hnh lang, cu thang hay li thot him. - Bo co v cc c, trang thit b hoc lan can b h hng. - Khng lm t cc thit b in, cm in. - Dng cc phng tin ph hp vn chuyn nng hay cng knh. Nhng quy nh lin quan ti phng chy v cha chy: - Mi nhn vin u c ngha v phng chy v cha chy. - Tch cc phng v thng bo cc nguy c c th xy ra chy n. - Trit tun theo cc quy nh v phng chy cha chy. - Phi tun th nghim ngt quy nh v k thut an ton trong s dng in. - Khng cc chng ngi vt trn cc li i li, li thot him, ca. - Khi xy chy bo ng gp. - Cp cu dao in ni xy chy. - Dng bnh cha chy ct v nc dp tt. - Gi in thoi i cha chy chuyn nghip. Cc bc x l khi CHY: - n chung bo ng - Gi b phn cha chy - Gip khch s tn - Khng c chy, gi bnh tnh - Kim tra, m bo mi ngi thot khi khu vc nguy him tp trung ti ni an ton - Dp la bng phng tin thch hp nhng ch khi khng lm b thng - Thot khi m chy Bi tp: 1. Ti ni lm vic hay khu vc bn ang sng c nguy c xy ra ha hon. Hy kho st quanh khu vc v lit k nhng nguy c nh vy.
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Chng 7: NHIM V KT THC Bn giao v kt thc vo cui ca Mc tiu: Sau khi hc xong chng ny bn cn phi: Xc nh c nhng khu vc bn giao ch yu vo cui ca. Nhn bit tm quan trng ca vic bn giao chu o v nh hng ca n i vi nh hng. Hiu c trch nhim ca nhn vin trong vic hon thnh tt cng vic bn giao vo cui ca. Ni dung: Gii thiu Bn giao ca Cc bc kt thc cng vic 7.1 Gii thiu Khi cng vic phc v ti nh hng ca mi ca kt thc th vn cn nhiu vic phi lm m bo nh hng lun trong tnh trng tt v chun b cc hot ng phc v tip theo. Kt thc ca lm vic cng quan trng nh sp xp v chun b cng vic. m bo cng vic bn giao kt thc ca ng cch, th i hi phi c t chc khoa hc v c k hoch c th. Nhn vin phi c trch nhim thc hin mt cch chu o. 7.1.1 Bn giao ca Thut ng bn giao thng c s dng vo cui ca lm vic l nhn vin ca ca ny bn giao trch nhim cng vic cho nhn vin ca sau. Vic bn giao ny nh du s kt thc ca lm vic ca nhn vin . V thng th n cng nh du s bt u mt ca lm vic ca nhn vin tip theo. Nhng khu vc bn giao ch yu: - vi xut ra/d tr: Cng vic thng xuyn i vi vi bn l thu lm, phn loi v chuyn ra t khu vc phc v vo cui ca. Mt khi khn bn chuyn ti kho th ni cha khn sch phi c kim tra v m bo cung cp cho qu trnh phc v. - Cc thit b hot ng - S t bn/ nht k - Bo co bo dng - Cc cng vic ang chun b - Nhng bn khch t gi ch - Nhng ha n cha thanh ton
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7.1.2 Chun b cho giai on phc v tip theo Nh hng cn c chun b cho giai on tip theo, danh mc nhim v chung bao gm: c-vt dng: c lau ra sch v li ng v tr c s, dao na, ly tch: c lau ra sch, nh bng v li ng v tr Thit b phc v: c lau ra sch v li ng ch T dng c/bn phc v: c ra sch, d tr y , t tiu chun n/ung: c ra sch, b sung v t ng ch Rc thi: c b vo ti thch hp, vn chuyn ng cch v cho vo ng khu vc. 7.2 Cc bc kt thc cng vic Qu trnh kt thc hng ngy c th khc nhau, nhng bao gm: - Kha cc t ng dng c/vt dng, ca x v ca ra vo. - Chuyn tin ti th qu chnh, quyt ton doanh thu ngy. - Tt cc thit b in v h thng ga, h thng nc. - Bn giao cho gim st vin. Trc khi ra v bn c th trao i thng tin vi gim st vin ph trch v nhng vn nh: - Ghi s nhng s vic bt thng. - Nhng vn cn bo dng (km theo phiu yu cu) - Nhng phn nn/ yu cu hay thng tin ca khch - Nhng ti sn b mt m cha tm ra. Cn nh v kim tra li tt c nhng vn ch cht t ra i vi bn vo u ca trc khi k nhn bn giao t ca trc. Gim st vin c trch nhim cng k vo s bn giao. Bi tp: 1. Lit k cng vic v nhim v phi hon thnh vo cui ca. 2. Lit k cng vic v nhim v phi hon thnh vo cui ngy. 3. Lit k danh mc cc thit b, h thng phi tt vo cui ngy. -
TI LIU THAM KHO Ti liu tham kho chnh: 1. Tng cc Du lch Vit Nam, Gio trnh nghip v phc v n ung, 2000 Ti liu tham kho ph: 2. Wurst Haus German Deli & Restaurant, Server Training Manual, 2005 3. Frontline Institute Of Hotel Management, Food and Beverage Service, 2008

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Tp bi ging L thuyt Nghip v Bn II

TP BI GING L THUYT NGHIP V BN II

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