Bo co thc tp nm 3

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TRNG HDL VN LANG
KHOA DU LCH
QUN TR NH HNG KHCH SN
------------------

Bo co thc tp nm 3

B PHN HOUSEKEEPING
KHCH SN EQUATORIAL H CH
MINH

H v tn: Phng Th Minh Vng
Lp: K16 _ D01
MSSV: D104332




Nm hc 2012 2013
Bo co thc tp nm 3
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LI CM N
hon thnh bi bo co ny em nhn c nhiu s gip t pha nh trng
cng nh khch sn Equatorial.
Trc ht em xin gi li cm n n Ban Gim Hiu trng HDL Vn Lang,
khoa Du Lch to iu kin cho em c i thc tp v c nhng tri nghim
su sc.
Tip theo em xin gi li cm n chn thnh n qu khch sn Equatorial tip
nhn em vo thc tp. c bit l n ch Nguyn Thanh Phc - HouseKeeping
Manager - ngi hng dn nhit tnh v phn b cng vic cho em trong sut
thi gian thc tp. V tt c cc c, ch, anh, ch trong b phn HouseKeeping
quan tm gip em hon thnh nhng nhim v c giao.
Cui cng em xin gi li cm n n tt c thy c b mn truyn t nhng
kin thc qu bu gip em p dng vo mi trng thc tin trong khch sn v
to iu kin thun li cho em trong qu trnh hon thnh bi bo co ny.
Trong qu trnh thc tp cng nh lm bi bo co kh trnh khi nhng sai st. Rt
mong qu khch sn v thy c b qua v ch dn thm cho em.
Xin chn thnh cm n!







Bo co thc tp nm 3
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LI M U
Housekeeping l mt b phn quan trng v c xem l tri tim ca khch sn.
hiu r v b phn, v nhim v cng vic cng nh nhng yu cu ca b phn
ny, em mun c c hi thc tp b phn ny hc hi.
Qua phng vn, do p ng c yu cu ca cng vic, em c nhn vo b
phn HouseKeeping ca khch sn Equatorial hc tp thc t. Trong thi gian
thc tp 2 thng, em tip thu c nhng kinh nghim thc t cng nh hiu r
c tnh cht, yu cu cng vic ca b phn HouseKeeping v nghip v lm
phng, Laundry ( git/ i ), Uniform ( ng phc ),
Bi bo co ny s gii thiu v khch sn cng nh b phn em thc tp,
nu ln mc ch, ni dung thc tp, kt qu, kin ngh, v vic thc tp ca em.












Bo co thc tp nm 3
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I/ Mc ch ca vic thc tp:
Thc tp l mt khu quan trng trong qu trnh hc, n gip sinh vin rt ngn
khong cch gia l thuyt v thc tin. V n cng c vai tr quan trng hn i vi
mt sinh vin chuyn ngnh Qun tr Nh hng Khch sn nh em.
Thng qua t thc tp, n gip cho em tip cn v hc hi mi trng thc t l
khch sn. Qua , em c th cng c, vn dng tng hp cc kin thc hc v b
phn Housekeeping vo thc hnh cc k nng, cng vic thc t ca b phn trong
khch sn. T c th so snh, rt ra kt lun v cc kin thc c hc vi thc
tin trong khch sn. Gip em hiu r, nhn thc su hn v cc kin thc chuyn mn
c hc v b phn. Hn na, vic thc tp gip cho em c thm kinh nghim v
chuyn ngnh, c bit n gip em rn luyn tc phong lm vic, thch nghi vi mi
trng v vn ha ca khch sn. Thm vo , thng qua qu trnh thc tp s gip
em m rng thm cc mi quan h, rn luyn cc k nng giao tip, ng x trong cc
mi quan h ti khch sn. V t gip em c th rt ra kt lun v c thm bi hc
kinh nghim cho bn thn. Cui cng, vic thc tp gip cho em c dp hc hi v trau
di thm cc k nng mm cn thit cho ngh nghip tng lai sau khi tt nghip ra
trng.

II/ Gii thiu c quan thc tp:
1. Gii thiu khch sn Equatorial H Ch Minh:
* V Tr:
Khch sn Equatorial ta lc trn ng Trn Bnh Trng, giao thng rt thun
li v y l ni gip ranh gia 4 qun trung tm ca thnh ph H Ch Minh l qun
1, qun 3, qun 5 v qun 10. Khch sn nm gn vi ch Ln, ni c coi l China
Town ca Vit Nam. T khch sn n sn bay Tn Sn Nht ch khong 30 45
pht, xung quanh l cc khu thng mi, ti chnh, khu mua sm, khu vui chi gii tr
v cc hp m ln ca thnh ph H Ch Minh.
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a ch: 242 Trn Bnh Trng, Q. 5, Tp H Ch Minh.
* S hnh thnh, quy m:
Khch sn Equatorial H Ch Minh thuc s qun l ca tp on khch sn quc t
Equatorial, c thit k sang trng vi nhng dch v cao cp bc nht. Equatorial
H Ch Minh l d n khch sn t chun quc t 5 sao, lin doanh gia Cng ty
Dch v tng hp Hong Vit v Cng ty Planergo (Hng Kng). Bt u hot ng t
thng 9/1996, Equatorial H Ch Minh l mt trong nhng khch sn t tiu chun
ca quc t vi quy m 11 tng , 333 phng, 2 nh hng, 1 khu tp th dc, Spa, h
bi, beauty salon v 1 khu Business centre . Vi sc cha 1.000 ngi, khch sn
Equatorial c nh gi l mt trong nhng ni lu tr bc nht ti Si Gn.
Equatorial H Ch Minh gm 7 outlet phc v n ung v gii kht, ni bt nht l
Chit Chat at the caf , Chit Chat corner v OrenticaSeafood . V mt s out let
khc nh : OV Club , Lobby Lounge , Pool Bar Snacks, sandwiche ,
Chit Chat at the caf : mang li cho khch hng mt khng kh mt m, ti
mi theo xu hng hin i. Phc v hn 60 mn buffet ca nhiu quc gia khc nhau.
Chit chat at the corner : l ni gp g, hp mt bn b v thng thc c ph
m hng v t phng php ch bin chnh thng t ht c ph Arabica v
Robusto. Ngoi ra, bar cn phc v cc loi smoothies v nc tri cy nhit i
phong ph.
Orientica Seafood : phc v cc mn hi sn ti sng c ch bin bi u
bp ni ting trn th gii, mang li cho thc cnh cm gic mi l.
OV Club : Casino nm ti snh khch sn, phc v nhu cu gii tr cng nh
n ung ca khch trong v ngoi khch sn.
Lobby Lounge : phc v n ung cho khch lu tr trong khch sn ti 2 tng
VIP: tng 10 v 11.
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Pool Bar Snacks, sandwiche : phc v gii kht v thc n nh cho khch ngay
ti khu vc h bi.
Ngoi ra, khch sn cn snh tic rng ri sc cha ln n 1000 ngi phc v tic
v hi ngh.
* Cc loi phng trong khch sn:
- Deluxe Room vi din tch 32m
2
- Equator Club Deluxe - 32m
2

- Equator Club Executive Deluxe - 38m
2

- Premier Room - 38m
2
- Executive Suite - 70m
2

- Senator Suite - 102m
2

- Presidential Suite - 128m
2

* Cc tin ch trong phng :
- in thoi quc t.
- Truyn hnh v tinh.
- H thng in an ton, n nh.
- Phng tm rng, my sy tc.
- Bng iu khin in t u ging.
- Safe box, minibar, my un nc, pha tr, c ph.
- iu ha nhit .
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Cc tin nghi khc nhm phc v ti a nhu cu ca khch hng nh : b bi ngoi
tri vi Sunken Bar, phng tm hi, Sauna, Jacuzzi, phng tp th hnh, trung tm gii
tr, phng tp th dc vi y cc trang thit b, phng tp Aerobics, trung tm
massage Equinox,...
* Cc iu khon v iu kin ti Equatorial H Ch Minh:
- Gi phng ti Equatorial bao gm phc v n sng v s dng cu lc b Gym.
- Gi extra bed: 45 USD.
- Check in: 2:00 pm v Check out : 12:00 pm.
- Khch sn ch gi phng n 6:00 pm trong trng hp khng t cc trc.
- Ga phng cha bao gm 5% ph phc v v 10% VAT.
- Chp nhn s dng cc loi th ngn hng ( visa, master card, ).
* S C Cu T Chc Trong khch sn









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Di GM ( General Manager ) gm 10 b phn khc nhau vi chc nng v nhim
v ring cho tng b phn. Mi trng b phn c trch nhim h tr qun l b phn
trc thuc v chu s ch o trc tip ca GM. Cc b phn chc nng c trch nhim
thi hnh nhim v c giao v lm c vn cho gim c v cc lnh vc hot ng
ca mnh. ng thi c trch nhim gin tip tham gia cng cc n v nghip v khc
trong hot ng sn xut kinh doanh ca ton khch sn.
* T chc nhn s :
- General Manager : C nhim v qun l trc tip khch sn, mi vn ca khch
sn u phi thng qua General Manager v y l ngi c quyn quyt nh tt c
mi thng tin x l trong khch sn.
- Director of room: chu trch nhim qun l Fitness center, Housekeeping v Front
Office.
+ Fitness center: qun l cc dch v th gin v chm sc c nhn, phc v nhu cu
ca khch ngh ti khch sn cng nh nhu cu ca khch bn ngoi , bao gm Beauty
Salon, Spa, phng tp th dc, h bi,.
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+ Housekeeping :chu trch nhim v vic dn dp phng cho khch, v sinh chung
ca khch sn v git gi drap, ng phc nhn vin,.
+ Front Office: l b phn tin snh bao gm Reception, Reservation, Operator v
Concierge.
Reservation: tip nhn thng tin t phng ca khch hng, nhp thng tin vo
h thng v truyn nhng thng tin cn thit cho cc b phn khc.
Reception: nhn nhim v n tip khch, thanh ton tin, tip nhn yu cu s
dng dch v v phn hi ca khch ng thi truyn nhng thng tin cho cc b phn
khc. Ngoi ra khi khch lin h trc tip thu phng ti Reception, th b phn ny s
kim tra ngay trn h thng tm nhng phng cn trng sp xp cho khch.
Operator ( Tng i ): nhn cc cuc gi t bn ngoi v trong ni b khch sn,
qun l cc cuc gi ca khch hng ang lu tr ti khch sn chuyn cho b phn
Reception thanh ton.
Concierge: c nhim v khun vc hnh l, cung cp cc thng tin dch vu gii
tr, th gin, xc nhn v my bay v tour du lch cho khch c nhu cu,
- Finance controller ( K ton ): qun l thng tin ti chnh, thu chi trong khch sn,
theo di cng n v lp bo co hng thng doanh thu ca khch sn v ng thu
kinh doanh cho khch sn.
- Sales & Marketing: qun l v gii thiu vi khch hng nhng sn phm dch v
ca khch sn.
- F&B ( Food and Beverage): cung cp cc dch v n ung, i tic bao gm
Restaurant & Bar, Banquet v Chief.
- Human Resources ( Nhn s ): qun l thng tin nhn vin v tuyn dng thm nhn
vin khi cn thit, t chc cc kho hc o to nng cao chuyn mn.
- Security ( Bo v ): gi gn an ninh v trt t trong khch san.
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- Engineer ( K thut ): chu trch nhim sa cha, bo tr cc trang thit b trong
khch sn.
2. Gii thiu b phn Housekeeping ca khch sn Equatorial H Ch Minh:
Cng ging nh cc khch sn khc, b phn Housekeeping ( bung / phng ) ca
khch sn Equatorial H Ch minh l mt b phn quan trng v c xem l tri tim
ca khch sn.
B phn Housekeeping chu trch nhim v vic dn dp phng cho khch, v sinh
chung ca khch sn v git i cc hng linen, ng phc nhn vin,.S sch s,
tm tt ca khch sn tc ng trc tip n doanh thu v kh nng li ko khch
quay tr li. V nu khng c b phn bung / phng th khch sn khng th cung
cp cho khch hng nhng th m ch c th vo khch sn, khch hng mi c th
nhn c: Mt khng kh thn thin v c cho n nng nhit cng vi s tin
nghi, sang trng m n mang li.
B phn Housekeeping khch sn Equatorial H Ch Minh bao gm 4 b phn
nh: Laundry ( git, i ), phc v phng, Uniform ( qun l ng phc cho nhn vin
), PA Public Area ( v sinh khu vc cng cng ).
- Laundry ( git i ): git, i tt c cc hng linen ( vi ) trong khch sn: sheet, duvet,
o gi, uniform, napkin ( khn n ), khn bn, m bo cho chng lun trong tnh
trng sch s, tm tt. Ngoi ra b phn Laundry cn cung cp dch v git i cho
khch hng khi h c yu cu.
- Phc v phng: chu trch nhim v sinh, dn dp, chun b trang vt dng trong
phng khch. Nhng dch v do b phn phng cung cp th rt quan trng v khch
hng lun xem xt k kt qu lm vic ca b phn ny mi ln h bc vo phng.
Thng thng th cht lng ca mt khch sn c nh gi da trn hiu qu lm
vic ca b phn lm phng. Do , h c o to bi bn mang li nhng dch
v tt nht cho khch hng v lm vic mt cch chuyn nghip cng nh mi b phn
khc. Bn cnh , dch v m ngi Housekeeping mang li cng gp mt phn tc
ng n doanh thu v kh nng thu ht khch hng quay tr li khch sn.
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- Uniform ( qun l ng phc ca nhn vin ): may, phn pht, sa cha ng phc
cho nhn vin trong khch sn.
n tng u tin khi bc vo mt khch sn l nhn vin ca khch sn. B ng
phc sch s ca nhn vin ng vai tr quan trng trong vic to ra mt hnh nh
chuyn nghip cho khch sn. Do cng vic ca nhng ngi lm qun l ng
phc nhn vin cn phn nh c cht lng ca khch sn qua v b ngoi ca cc
nhn vin.
- PA Public Area: lm v sinh, dn dp khu vc cng cng ca khch sn ( tin snh,
lobby, locker, ). Gp phn xy dng mt b mt sch s, tm tt, hon ho cho
khch sn.

III/ Ni dung thc tp:
t thc tp ca em din ra trong vng 2 thng ( t ngy 04 / 07 /2012 n ngy
31/ 08 / 2012 ). Mt ca thc tp ca em gm c tm ting, ton b l ca sng. Mt tun
em thc tp 6 ngy, ty theo s phn cng ca Trng b phn m c tun em c
ngh th by, c tun l ch nht.
1. Lm phng:
* 9 bc lm phng khch sn Equatorial H Ch Minh:
- Bc 1: Kim tra k hiu DND ( Do not disturb ) ca phng ca khch.
- Bc 2: M ca phng, kim tra tt c n, cc knh tivi, kim tra c ti sn c gi
tr no khng ( vng, tin, trang sc,). Nu c th bo tin cho Supervisor:
+ Khng c xm phm n bt c mn no.
+ Dng vic dn dp.
+ Ra bn ngoi phng ch Supervisor, bo v, FO ( Assistant ) Manager.
Nu khng c ti sn g th tip tc thc hin bc 3.
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- Bc 3: Tho cc vi d v khn d
+ rc, ngm ly.
+ em vi sch v gi ng ha cht.
- Bc 4: Treo th ang trong quy trnh dn dp v m h ca.
- Bc 5: Lm ging.
- Bc 6: Dn dp nh tm.
- Bc 7: t khn, nhng tin nghi, nc khong, c ph, theo tiu chun.
- Bc 8: Lau bi v ht thm.
- Bc 9: Kim tra ln cui ( trc khi ng ca phng ).
* Quy trnh c th lm v sinh phng khch:
- n phng khch nu thy tn hiu DND ( Do not disturb ) ca phng khch th
khng nhn chung.
- Nu khng thy tn hiu DND th nhn chung v ni: Housekeeping ( nhn
chung v bo Housekeeping 2 ln). Nu khng thy tn hiu tr li th ly cha
kha t m ca. Khi m ca th m t t, m khong 15 cm khi khng thy vn g
mi c m hn. Tuyt i khng ng ca khi lm v sinh. Sau ly vt dng ( o
gi, sheet, duvet, khn, ) trn xe y vo, bt n, ko rm, m ca s cho thng
thong, bt iu ho.
- Thu gom vi bn: o gi, sheet, duvet, khn. Kim tra xem khch c git l
khng, nu c th gi in thoi bo cho b phn Laundy ln phng ly.
- Thu gom rc thi em ra ngoi, em ti nilon sch vo bao li thng rc. em ngm
ly, cc bn.
- em vi sch ( duvet, sheet, o gi, khn ) v gi ng ha cht vo phng.
- Lm ging:
+ Chun b dng c: sp xp theo th t: tm sheet, duvet, o gi, bed runner ( tm
ph trang tr ging ).
+ Dng u gi ca mnh ta vo gc ging, khuu gi v dng sc y ging ra.
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Lu : khng nn dng tay ko ging ra v nh vy s rt kh ko ging ra
c v c th nh hng xu n sc khe ( nht l v ct sng ).
+ Kim tra v sa li bedpad ( tm m ) cho thng vi ging.
+ Tri sheet:
Kim tra li tm sheet c bn ch no khng. Nu c th thay tm khc.
ng chn ging, cm sheet v tung ln v pha u ging, iu chnh sao
cho tm sheet tri phng u.
i v pha u ging, mt tay nng m ln, tay kia git phn sheet u
ging xung di m, sau b gc ngang ri tn ga xung di m pha thnh
ging. Gc cn li u ging cng lm tng t.
Xung di chn ging khuu u gi, y ging st vo tng ri chnh
cho phng. Sau git ngang sheet di xung di m ri b gc. Tn nt phn
ga cnh ging.
+ V duvet:
Kim tra tm duvet c cn bn hay rch ch no khng.
Tri thng tm mn ln ging.
Lung tay vo duvet v cho mn vo sao cho cc mp ca n va vi cc cnh
ca tm duvet. Sau dng sc gi v pha u ging v ko cng n v 2 pha. Pha
u ging gp xung khong 10-15 cm, pha cui ging phn 2 bn cnh tn vung
gc . Cui cng chnh v ko li cho thng.
+ V o gi v t gi:
Kim tra o gi c cn dnh vt bn no hay khng.
Lung tay vo o gi o gi khng b dnh. Bp nh 2 u rut gi, nht vo
trong v gi. Sau nht nt phn cn li vo ri lp chnh cho gi cn.
Lu : khng cho rut gi bn trong b gp li v c nhng np gp.
Dng 2 tay cm 2 gc ca gi v t t t ln ging sao cho vin gi di
t vo bn trong v t gi sao cho cn i vi ging.
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+ Nu l phng out th t thm gi trang tr v bed runner ( tm ph trang tr ging
). Bed runner c tri pha chn ging v cch mp ging khong 25 cm.
=> Bi hc: Trc khi tri ging th phi m bo c dng c, kim tra cc loi
c sch s hay cha trnh trng hp tri xong cc th th pht hin chng b dnh
bn. Vic lm ging phi m bo ng k thut, hn ch vic di chuyn nhiu tit
kim thi gian v trnh mt sc.
- Dn dp nh tm:
+ M ca, bt n, bt qut thng gi, x nc toillet.
+ Thu gom cc ph thi, rc.
+ C ra ly , tch.
+ Ly ha cht vo toilet, bath tub ( bn tm nm ), lavabo.
+ Dng ming gi lau, sau xt nc tri i ha cht. Dng gi kh lau li.
+ Dng gi kh lau king. Sau lau sn nh, ca.
+ Sp xp li mi th v b sung nhng vt dng cn thiu sao cho m bo c : 7
ci khn ( 2 khn tm, 2 khn tay, 2 khn mt, 1 khn chn ), 2 cun giy v sinh, 2
cc x bng, 3 shampoo ( du gi ), 2 sewing kit ( kim ch ), 2 tooth brush ( bn chi
nh rng ), 1 comb ( lc ), 1 cotton bud ( bng ry tai ), 2 ly sc ming c ming
y, 1 hp khn giy.
- B sung thm cc vt dng cn thit cho s lng: 2 gi tr, 2 ng trng, 2
ng n king, 2 sa, 2 c ph, 2 chai nc, vit bi, vit ch, s ghi chp,
- Tin hnh lau bi: lau bi t trn xung di, tri qua phi, trong ra ngoi. S dng
gi m lau ri sau dng gi kh lau li. Sau dng my ht bi ht thm, sn nh
tm.
Lu : c bit i vi bn king th phi dng nc lau king v gi kh lau.
Khi lau khng c c qu xt trnh lm xc b mt king, tuyt i khng li
du vn tay hay vt bn no.
- Tin hnh kim tra ln cui. Rt th in v ng ca li.
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=> Bi hc cho vic lm phng: Phi chun b y dng c trc khi lm phng.
V vic lm phng cho php thc hin t 15 n ti a l 30 pht nn phi thc hin
theo ng quy trnh k thut tit kim thi gian v trnh trng hp lm thiu cng
vic. Kim tra l bc quan trng v khng th thiu trong quy trnh ny.
2. Laundry:
* i bng my Form Finish: dnh cho i jacket ( o vest ), bathrope ( o chong tm ).
- Kim tra chng sch cha, c b h hi g khng.
- t o ln my:
+ Ch vai o phi ng vi vai ca ngi nm.
+ Dng kp gi thn sau, 2 sn o v 2 tay o.
- Nhn nt cho hi vo.
- Khi hi xung th ly tt c kp ra.
+ Kim tra li cht lng ca o sau khi thi.
+ Mang o ra khi form v i li bng bn i ( nu cn ).
- Treo o ln mc o.
* i bng bn i: dnh cho ng phc ca nhn vin.
- Kim tra o c c git sch cha, c rch ch no khng.
- i theo th t: c - tay thn o.
- Treo ln mc.
- Kim tra li ch no cha thng th tut li.
- Ci nt o li.
* i v xp Sheet, Duvet:
- Khi i phi ko cho 2 u tht cng khng lm cho tm sheet / duvet b dn chnh
gia.
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- iu chnh tc i ca my.
- Xp sheet / duvet b vo t v phi ghi s lng vo s theo di.
Ch : khi xp sheet / duvet th c gng khng lm nhn, nhng tm no sau khi git
i vn cn bn th b ra ring bn ngoi ty li.
* i ly bn ca khch xung git i:
- Theo s yu cu ca cc Housekeeper th ly ca khch c nhu cu git i.
- in vo form: ngi giao bn, gi, ngy, s phng, tn khch, k tn ).
* Ngoi ra, em cn i napkin ( khn n ), tp d, khn tri bn, dy ct gh, mn
ca, o gi,; xp v phn loi o gi, bc gh.
3. Uniform:
- Phi bit phn bit cc k hiu trn ng phc ca nhn vin v sp xp chng theo
b phn v theo s th t:
+ EQ: ng phc ca nhn vin Spa: o ngn tay, mu cam; qun lng, mu nu.
+ HK: ng phc ca nhn vin Housekeeping: o ngn tay mu xm, qun mu
nu en.
+ FO: ng phc ca nhn vin Tin snh: o trng bng, o vest v vy ty xanh
en ( i vi n ); o vest xm, qun ty xm ( i vi nam ).
+ SM: ng phc ca nhn vin Sales & Marketing: o s mi di tay, c c vin
sc xanh, vy ty en ( i vi n ); o s mi xanh, qun ty en ( i vi nam ).
+ CC: ng phc ca nhn vin nh hng Chit Chat: o s mi mu cam di tay,
qun ty en.
+ OR: ng phc ca nhn vin nh hng Orentica: o vest trng, qun ty en.
+ ST: ng phc ca nhn vin ra chn: o s mi tm ngn tay, qun ty en.
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+ HR: ng phc ca nhn vin b phn Nhn s: ging nh ng phc ca nhn
vin Sales & Marketing.
+ SE: ng phc ca nhn vin Bo v: o s mi vng di tay, qun ty en.
+ EN: ng phc ca nhn vin K thut: o v qun xanh.
+ CF: ng phc ca nhn vin Housekeeping phc v tng VIP ( tng 10 & 11 ).
- Vo nt o ( xen k ).
- Treo vo kho theo th t hoc xp vo t theo b phn v s th t.
- Cp, pht cho nhn vin. Lu : pht theo ng b phn v s th t.
- Kim tra, sa cha nt, khuy, cho cc b qun o b hng.
4. Xp khn, bathrope ( o chong tm ):
- Phn loi khn tm ( khn ln, khn nh, khn mi, khn c ), khn chn ( khn di,
khn ngn, khn c vin ), khn tay ( khn ln, khn nh ), khn mt, bathrope ( ngn,
di, mng ).
- La ra nhng khn no git m vn cn vt bn th em ra ty.
- Xp khn: khi xp khn khng cho mc hay vin khn l ra ngoi. Trong khi xp,
ct ch b s ( nu c ).
- Lun dy vo bathrope. Sau xp lm ba theo chiu di.
- Xp khn, bathrope b vo xe lng, ring khn mt th b vo kho.
5. Fill khn v bathrope ( o chong tm ):
Vic fill khn v bathrope gip m bo cc lu c khn v bathrope cho
Housekeeper s dng. Mi lu u c 2 t st t dng c cho Housekeeper s
dng cho vic lm phng: khn ( khn tm, chn, tay ), bathrope, giy v sinh, nc
sui, du gi u, du x,
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- Ly khn sch v bathrope c xp sp ngn np b vo xe lng v em ln fill
t tng 4 cho n tng 10. c bit i vi tng 11 ( VIP ) th cc Housekeeper t ly
khn v bathrope nn khng cn fill khn tng 11.
- M ca cc t st v t t b khn vo t st. Khi b khn vo t st th nn cn
thn khng cho khn b ri xung nn nh trnh lm bn. V vic em khn t xe
lng cho vo t phi ngn np, trnh lm cho khn nhn nheo s gip cho cc
Housekeeper d dng ly. Vic fill khn phi ty vo s lu m nn fill khn no cho
ng.
+ Khn tm:
Khn tm ln: tng 8, 9, 10.
Khn tm nh, c: tng 4, 5, 6.
Khn tm nh mi: tng 7, 10.
+ Khn chn:
Khn chn di: tng 7, 8, 9.
Khn chn ngn, c: tng 4.
Khn chn ngn, mi: tng 10.
Khn chn c vin: tng 5, 6.
+ Khn tay:
Khn tay nh: tng 4, 5, 6, 7, 8, 9.
Khn tay ln: tng 10.
+ Bathrope:
Bathrope mng: tng 5.
Bathrope ngn: tng 4, 5, 6.
Bathrope di: tng 7, 8, 9, 10.
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Sau khi fill y khn xong, ng ca t st li.
6. Tho v lp mn ca:
- Tho mn ca:
+ Mi phng c 3 lp mn ca: 2 tm mn ngy ( mng, mu trng ), 2 tm mn
m ( dy hn mn ngy, mu hng ) v 2 tm mn trang tr ( dy nht, mu xm ).
Th t tho cc mn ra git: mn trang tr -> mn m -> mn ngy.
+ Khi tho mn ra th phi cc mc st ring ra, sau dng bt bi ghi ln gc
mn ca s phng v v tr ( bn tri hay bn phi ca s ca phng ). Mc ch ca
vic lm ny l trnh lm tht lc mn khi git v to iu kin d dng cho vic lp li
vo.
+ Sau khi tho mn ra th em gom v em xung b phn Laundy git i.
- Lp mn ca:
+ Sau khi nhn mn ca c git i t b phn Laundry th tin hnh em ln
phng khch lp vo.
+ Lp cc mc st vo mn ca theo ng s phng v v tr. Ch : trong qu trnh
lp cc mc st vo mn ca th khng mn ca b nhn v tuyt i khng mc
st tht lc v ri rt trong phng khch.
+ Th t lp mn vo: ngc li so vi khi tho ra ( mn ngy - > mn m - > mn
trang tr ).
+ Dng mc st ln c nh mt u mn ca vo khung trn trn nh, tip n
l gn cc mc nh vo v sau cng l c nh mn bng mt mc st ln.
+ Sau khi lp mn vo th: i vi mn ngy th ko 2 bn mn vo st vi nhau,
mn m th ko ch mt phn ( khong bng mt phn ba ca mt bn mn ngy ),
mn trang tr th ko li bng vi mn m v dng dy vt qua mt bn.
* Ch : vic tho v lp mn ca ch c thc hin i vi cc phng khng c
khch .
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- Sau khi lp mn ca xong th chnh chng li cho ngay ngn. Kim tra xem th c
cn mc st no c cn st li hay khng. Cui cng l dng gi sch lau li bi ( bi
c trong qu trnh tho v lp mn ): dng gi m lau sau dng gi kh lau li.
Kim tra li ln cui, sau rt th in v ng ca phng khch li.
7. i ly khn mt:
Ty theo phn cng ca Trng b phn, khong 11 gi tra bt u i ly khn
mt bn phng khch xung giao cho b phn Laundry git. Vic i ly khn mt
bt u i t lu 11 xung ngc lu 4 ca khch sn.
- n cc phng c Housekeeper ang dn dp thu khn mt. m s lng khn
m cc Housekeeper giao ri ghi ch no mt cun s nh: tn ngi giao, s lng.
Vic ghi ch nh vy s gip cho vic tr li khn mt cch d dng v trnh nhm
ln. Sau khi ghi ch, thu gom khn mt bn b vo ti nilon v em xung cho em
xung cho b phn Laundry git.
- Khong 13 gi xung Laundry ly khn mt c git sch ln tr li cho
Housekeeper.
S khn mt tr li = s khn m cc Housekeeper nhn vo lc nhn ca s khn mt
bn thu git.
* Lu : s khn mt tr li phi ng v ng vi ngi nhn.
8. em hoa ln t vo phng:
- Sau khi ly cc bnh hoa di phng hoa th em ln t vo phng Honey Moon.
- t bnh hoa sao cho hng chnh ca bnh hoa hng ra ca phng.
- Sau vo phng v sinh, x trc nc vo bn tm nm ( iu chnh nc sao
cho m va ). Tip theo l ri hoa ti vo nc x.
- Kim tra li ton b, xt kh mi ( xt t trn xung di ) cho phng.
- Rt th in v ng phng khch li.
9. Lau chi cc bng s phng khch:
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- Dng c: hai ming gi lau sch ( mt tm m v mt tm kh ). Hai ming gi
phi mm khi lau khng lm xc bng s phng.
- Cch thc hin: Dng ming gi m lau bng s phng, sau dng gi kh lau li.
Lu : khng c c xt mnh trnh lm xc bng s phng.
10. Linen:
- Tn dng cc khn, duvet, o gi, c, ct chng ra v vt s lm gi lau.
- Kim tra cc blanket, duvet: ci no sch th b vo kho, ci no cn d th dng
bng keo dn vo ch d lm du v sau em xung ty v git li.

IV/ Kt qu t c sau khi thc tp:
Sau 2 thng thc tp ti khch sn Equatorial H Ch Minh gip em m rng
tm nhn, hiu bit thm v mi trng lm vic trong khch sn c bit l khch sn
5 sao ( cch thc t chc, hot ng ). Qua , gip em tip cn, hc hi v tng bc
lm quen vi mi trng lm vic thc t. T gip em trau di, b sung thm cc
kin thc ca mnh khng ch ring v lm phng, m thm vo l cc kin thc v
git i, uniform, V n gip em rt ra c nhng kt lun, bi hc kinh nghim
cng nh thc tin cho bn thn mnh. Khng phi l thuyt lc no cng p dng
ng vo thc t cng vic, ty vo thc t cng vic khch sn m vic p dng l
thuyt no cho ng. Thm vo , thc tp gip em nhn thc v hiu r hn v
cc kin thc c hc, gip cho em c thm kinh nghim v chuyn ngnh. c
bit, n gip em rn luyn tc phong lm vic, thch nghi vi mi trng v vn ha
ca khch sn. Thm vo , thng qua qu trnh thc tp gip em m rng thm
cc mi quan h mi cng nh tr nn thn thit, gn kt hn vi cc bn ca mnh
thng qua vic trao i, gip ln nhau trong sut qu trnh thc tp ti khch sn.
Cui cng, vic thc tp gip cho em c dp hc hi v trao di thm cc k nng
mm cn thit cho ngh nghip tng lai ca mnh nh k nng giao tip, ng x,
V iu quan trng l tuy thc tp b phn Housekeeping rt nng nhc, vt v
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nhng thng qua vic thc tp gip em hiu hn v cng yu thch v b phn
ny hn.

V/ Kh khn v thun li:
Trc v trong khi thc tp, em gp mt s kh khn cng nh thun li sau:
1. Kh khn:
- Kh khn trong vic tm khch sn thc tp v thi gian c qu nhiu sinh
vin c nhu cu thc tp m s lng sinh vin m cc khch sn thu nhn l c hn.
- V y l ln u tin xin vic nn em gp mt s kh khn trong vic vit CV,
phng vn.
- Thi gian pha khch sn c thng tin phn hi kt qu phng vn v c c nhn
vo thc tp khch sn hay khng l kh lu.
- i khi cc kin thc v nghip v c hc cha v chnh xc khi p dng
vo cc k nng thc tin. V vic hc cc nghip v trong mt thi gian ngn nn
cha phc v tt cho qu trnh thc tp, khong cch v thi gian gia vic hc nghip
v vi thi gian thc tp cch nhau xa nn kh lng m nh c, phi hc li trong
khch sn.
- Lc y, em gp kh khn trong vic thch nghi vi cng vic nhng sau mi
chuyn din ra bnh thng.
- Cng vic b phn Housekeeping l kh nng v thi gian lm vic kht khe.
2. Thun li:
- c thy c trang b nhng khin thc c bn v b phn bung phng, v cch
lm phng,
- c thy, c t pha Vn phng khoa t vn, cung cp thng tin, cch thc, quy
trnh thc tp, nn cng bt phn no b ng.
- c lm vic v hc hi trong mt mi trng chuyn nghip ca khch sn 5 sao.
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- Trong sut qu trnh thc tp, em nhn c s quan tm, tn tnh gip ca cc
nhn vin trong b phn Housekeeping ni ring cng nh cc b phn khc ni
chung. H sn sng cung cp thng tin y khi cn. V cn nhn thm nhiu ng
vin, chia s, gip t cc bn cng thc tp vi mnh.
- Mi ngi u to cm gic gn gi, thn thin, ci m => to ra mt khng kh lm
vic thoi mi, khng b p lc.
- c khch sn h tr 2 ba n ( n sang, n tra ), locker.

VI/ Kt lun, kin ngh:
1. Kt lun:
Vic thc tp gip cho chng ta m rng s hiu bit, tip cn mi trng lm
vic thc t. i khi khng phi lc no cng p dng rp khun l thuyt vo thc
hnh m ty vo tnh hnh thc t ca n v m ta nn vn dng chng mt cch linh
hot v sng to. vic thc tp mang li hiu qu cao, chng ta cn phi c mt s
chun b tt khng nhng kin thc m cn tm l. Vic thc hin cc cng vic
theo mt quy trnh s gip chng ta d dng thc hin v trnh trng trng hp sai
st, thiu bc dn n kt qu cng vic khng tt. V trc khi thc hin cc cng
vic , chng ta cn phi chun b sn sng y cc dng c ,thit b thc hin.
Bc quan trng, khng th b qua l khu kim tra, kim tra s gip chng ta thng
k cc tt c, em li hiu qu cng vic cao.
i vi mt nhn vin Housekeeping th cn phi lm vic mt cch chm ch, t
m v chu o. Housekeeping tuy l mt cng vic lao ng chn tay nhng chng ta
phi bit sng to, linh hot, khoa hc trong cch thc hin cng vic tit kim thi
gian, tn cng sc nht v em li hiu qu cng vic cao. Hn na, cn phi trung
thc, chn thnh v nhit tnh trong cng vic.
vic thc tp mt cch c hiu qu chng ta nn c tinh thn hc hi, chu
kh, chm ch lm vic. Lm vic mt cch c k hoch, quy trnh c th, c bc
kim tra v kt lun, rt ra bi hc cho bn thn. V chng ta nn tun th theo cc ni
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quy ca n v thc tp, ha ng vi cc hot ng tp th, xy dng thm cc mi
quan h.
2. Kin ngh:
a )V pha khch sn:
- To iu kin d dng sinh vin vo thc tp.
- Thng bo sm cho sinh vin kt qu c c nhn vo thc tp hay khng
chun b kin thc, tm l,
- To iu kin sinh vin tip xc nhiu cng vic hn hc hi c nhiu hn.
- H tr cho sinh vin thc tp ch dng xe.
b) V pha nh trng:
- Nn t chc kha hc nghip v c thi gian di hn ch khng gi gn trong my
bui chng em c thm kin thc, s thc hnh nhiu hn na.
- a thm chng trnh o to v b phn Housekeeping v cc phn mm qun
l, theo di phng trong khch sn.
- T chc cc bui t vn v cch vit CV, cch chun b, tr li phng vn hiu
qu.
- B sung thm cc thit b, phng tin cn thit, tiu chun phc v cho vic
lm phng.
- Tng thi lng gio trnh Tourism vo chng trnh hc anh vn sinh vin c
thm t ng chuyn ngnh, cch thc giao tip, ng x trong mi trng khch sn.
- Sau khi np bo co cho Vn phng khoa, thy c c th sa bi v gi li cho
sinh vin rt kinh nghim lm cc bi sau tt hn.



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* Hnh nh minh ha:





Tng Vip ca khch sn vi ni tht phng c thit k sang trng bc nht





Deluxe room Premier room






Senator Suite Presidential Suite
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Bo co thc tp nm 3
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