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KHOA DU LCH

CHUYN NGNH QUN TR NH HNG KHCH SN


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Bo co thc tp nm 3

THC TP B PHN F & B


NH HNG KICHI KICHI PANDORA

H v tn: Phm Th Nht My


Lp: K17KS1
MSSV: D115964

Nm hc : 2013 2014

KHOA DU LCH
CHUYN NGNH QUN TR NH HNG KHCH SN
------

Bo co thc tp nm 3

THC TP B PHN F & B


NH HNG KICHI KICHI PANDORA

H v tn: Phm Th Nht My


Lp: K17KS1
MSSV: D115964

Nm hc : 2013 2014

LI CM N
Sau tm tun thc tp v tr phc v ti Nh hng Lu bng chuyn Kichi Kichi th
k thc tp nm 3, k thc tp u tin ca ti cng kt thc.
Xin gi li cm n su sc n c Thu Thng, ngi trc tip hng dn v ng
hnh cng chng ti trong k thc tp va qua. Cm n c hng dn tn tnh v
nhanh chng gii p cc thc mc ca chng ti k thc tp kt thc tt p.
Xin cm n cc thy c Khoa Du lch i hc Vn Lang v Nh hng Lu Bng
chuyn Kichi Kichi to iu kin ti c c hi tri nghim thc t nhng g
hc trn trng lp, t c nhiu kinh nghim hn, h tr cng vic tng lai ca
mnh. Cm n cc anh ch lm vic Nh hng Kichi Kichi gip ti rt nhiu
trong k thc tp ny.
Xin cm n cc anh ch kha trn cng cc bn cng kha K17D, cm n nhng chia
s ca anh ch v cc bn v k thc tp ti c th t tin hn v hon thnh tt k
thc tp.
Ln u tin tri nghim thc t, hon thnh k thc tp v vit bo co nn nhng
kin thc v k nng cn hn ch. Do thiu st l iu khng th trnh khi, ti hi
vng s nhn c s thng cm v gp t C ln sau ti c th lm tt hn.
Sau cng xin knh chc C Thu Thng cng cc Thy C Khoa Du Lch i
hc Vn Lang di do sc khe, nim tin tip tc cng tc tt, thc hin cng vic
trng ngi cho t nc.
Trn trng

Tp. HCM, ngy 25 thng 2 nm 2014


Sinh vin thc hin

Phm Th Nht My

NHN XT CA GING VIN HNG DN

Hnh thc: ...................................................................................................................


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Ni dung: ....................................................................................................................
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im: ..........................................................................................................................
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Ngy thng nm
Ch k ca gio vin

MC LC
Chng 1: Mc ch thc tp .................................................................................... 1
Chng 2: Gii thiu c quan thc tp ..................................................................... 2
2.1 Cng Ty C Phn Thng Mi & Dch V Cng Vng Golden Gate ...... 2
2.2 Nh Hng Lu Bng Chuyn Kichi Kichi ................................................. 4
Chng 3: ni dung thc tp ..................................................................................... 8
3.1 Tun 1: Tm hiu c bn v phc v ............................................................ 8
3.2 Tun 2, 3: Hc 7 bc phc v nh hng .................................................. 9
3.3 Tun 4 n tun 8: Thc tp order v phc v khch hng ........................ 12
Chng 4: kt qu thc tp ..................................................................................... 13
Chng 5: Kh khn v thun li ........................................................................... 15
5.1 Kh khn ..................................................................................................... 15
5.2 Thun li ..................................................................................................... 15
Chng 6: kt lun, kin ngh ................................................................................. 16
6.1 Kt lun ....................................................................................................... 16
6.2 Kin ngh ..................................................................................................... 16
Ph lc ..................................................................................................................... 17
Nht k thc tp ...................................................................................................... 17

DANH MC CC HNH NH
Hnh 2.1: 10 nhn hiu nh hng ca cng ty C Phn Thng Mi & Dch V Cng
Vng Golden Gate. ......................................................................................................... 2
Hnh 2.2 Bng chuyn cc mn n dng vi nc lu ti nh hng Kichi Kichi. .. 4
Hnh 2.3 Logo nh hng kichi kichi. ....................................................................... 5
Hnh 2.4 V tr nh hng kichi ki chi Pandora. (im A) ..................................... 5
Hnh 2.5 bng chuyn Kichi Kichi. ......................................................................... 6
Hnh 3.1 setup bng chuyn lu u ca. ..................................................................... 8
Hnh 3.2. Mt s sn phm upsell ca nh hng .................................................... 10
Hnh 3.3 Cc mn n quy buffet line .................................................................. 10

*Ngun hnh nh: t Internet v c s sp xp, ghp hnh, chnh sa li.


DANH MC CC BNG
Bng 2.1 Bng gi buffet lu Kichi Kichi .............................................................. 6

CHNG 1: MC CH THC TP
Hc phi i i vi hnh l mt iu chc chn ng. L thuyt gip chng ta c
kin thc v thc hnh gip chng ta hon thin k nng, nu ch c l thuyt sung
th ch . Mc ch ca thc tp chnh l vn dng, lin h nhng kin thc
hc vi thc t, a l thuyt thnh hnh ng.
Hn bt c ngnh ngh no, sinh vin ngnh qun l nh hng khch sn cn phi
c thc tp nhiu hn c th thnh tho nhun nhuyn cc nghip v ca cc b
phn chnh nh FO, FB, HK bi cng vic no cng phi bt u t nhng v tr thp
nht, mun lm tt v tr qun l th trc ht phi nm vng nhng yu cu, tiu
chun ca nhng v tr thp hn.
Hiu r tm quan trng ca vic thc tp, chng trnh o to chuyn ngnh qun tr
Nh hng khch sn ca Khoa du lch, i hc vn lang c n 2 k thc tp. K thc
tp nm 3 l k thc tp u tin, c xem nh k thc tp nhn thc vi mc ch
to iu kin cho sinh vin thm nhp mi trng lm vic thc t, bc u lm quen
vi mi trng, phong cch lm vic chuyn nghip. L c hi thc tp cc nghip v
c trng mt cch thng xuyn v thc t nht, trau di k nng ca bn thn.
Bn cnh sinh vin s c c hi hc v cch giao tip, ng x v x l cc tnh
hung xy ra gi nhn vin vi khch hng cng nh i vi cc ng nghip. T
sinh vin c ci nhn su hn v ngh nghip ca mnh m c nh hng cho tng
lai trong thi gian cn li trng v l bn p cho k thc tp tt nghip cui kha,
gp phn tch ly kinh nghim lm vic cho mi c nhn, chun b hnh trang cho
cuc hnh trnh tm vic sau khi tt nghip.

CHNG 2: GII THIU C QUAN THC TP


2.1 Cng Ty C Phn Thng Mi & Dch V Cng Vng Golden Gate:
2.1.1 Lch s hnh thnh v pht trin:
c thnh lp vo thng 11 nm 2005, Cng ty C phn Thng mi & Dch v
Cng Vng Golden Gate l mt trong nhng cng ty dn u Vit Nam v kinh
doanh chui nh hng. Nhn thy tim nng pht trin, thng 4 nm 2008 qu Mekong
Enterprise Fund II do Mekong Capital qun l quyt nh u t vo Golden
Gate. Nhn c u t t qu ny cng ty ang t t l tng trng li nhun cng
dn hng nm l 32% trong giai on 2008 2013.
Bt u vi nh hng Lu Nm Ashima u tin trn ng Phan nh Phng ti H
Ni. Tnh n thi im hin ti cng ty ang vn hnh 61 nh hng ca 10 chui nh
hng t Bc n Nam m tp trung ch yu Th H Ni v thnh ph H Ch
Minh. Ngoi ra cn c khu vc nh Nht Bn, Lo, Campuchia, Singapore v t
mc tiu pht trin khng ngng.

2.1.2 10 nhn hiu nh hng:

Hnh 2.1: 10 nhn hiu nh hng ca cng ty C Phn Thng Mi & Dch V Cng
Vng Golden Gate.

1. Lu Nm Ashima
2. Lu bng chuyn Kichi Kichi
3. Nng & Lu Nht Bn Sumo BBQ
4. Vuvuzela Beer Club
5. Isushi
6. Ba Con Cu
7. 37th Street
8. Kokekokko
9. Go Gi House
10. Daruma

Khc vi hnh thc kinh doanh nhng quyn thng hiu t cc thng hiu ni
ting ca nc ngoi v phi tr mt khon tin ln, Golden Gate to cho mnh mt
con ng ring l t sng to, xy dng thng hiu, phong cch ca mnh v
thnh cng.
2.1.3 Tm nhn v chin lc di hn
Tm nhn:
Vi mong mun tr thnh cng ty ng u Vit Nam v pht trin v vn hnh cc
tng kinh doanh m thc v cc chui nh hng ti th trng trong nc. Tm nhn
ca Cng Vng da trn 3 im ch o trong vn ho cng ty.
Mang n s hi lng cao nht cho khch hng
Pht trin con ngi
Hnh ng nh ngi ch cng ty

Chin lc:
Tp trung vo kinh doanh v xy dng thng hiu, phong cch cho ring cng

ty, pht trin v s hu nhng khi nim snh n trn khp Vit Nam.
u tin hng u l kinh doanh trn th trng trong nc.

2.2 Nh Hng Lu Bng Chuyn Kichi Kichi:


M hnh lu bng chuyn:
m thc bng chuyn c bt u vi cu chuyn ca Mr. Sushi-go-round ng
Yoshiaki.
Trong mt ln nhn thy dy chuyn chuyn bia ca mt nh my, Yoshiaki ny ra
tng v vic vn chuyn sushi trn bng chuyn. Bi vy sushi bng chuyn ra
i ti Nht Bn nhng nm cui thp nin 1950 c cho l hnh thc s khai u
tin cho vn ha m thc bng chuyn hin i..

Hnh 2.2 Bng chuyn cc mn n dng vi nc lu ti nh hng Kichi Kichi.


2.2.1 Lch s hnh thnh v pht trin
Lu Bng chuyn Kichi Kichi l chui nh hng chuyn v buffet lu ng u ti
Vit Nam thuc cng ty c phn golden Gate, xut hin ln u tin ti tng 1 siu
th Big C Thng Long H Ni vo thng 2/2009 v nhn c s ng h nhit tnh ca
ng o thc khch. Sau thnh cng ca nh hng u tin chui nh hng Kichi
Kichi bng n nh hiu ng Domino, t 1 ca hng n nay, sau 5 nm c 22 nh
hng Vit Nam v 2 nh hng ti Singapore.
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2.2.2 c im ni bt ca nh hng:
Kichi Kichi thay i thi quen n lu ca ngi Vit t trc n nay l nhiu ngi
cng dng chung mt ni lu, mt loi nc lu. n vi Kichi Kichi mi ngi c
th t chn ring cho mnh mt loi nc lu yu thch v tha sc n nhng g mnh
mun ALL YOU CAN EAT. c bit menu lu, n trn bng chuyn cng nh
quy buffet line s c s thay i theo thi gian, th hiu ca khch hng, v th khch
hng khng cn s nhm chn khi n vi Kichi Kichi. Nh hng mang phong cch,
kin trc Nht Bn hin i, ngay tn gi Kichi Kichi cng ni ln iu .
Logo ca nh hng:

Hnh 2.3 Logo nh hng kichi kichi


Slogan ca nh hng: Non stop moving Chuyn ng khng ngng
2.2.3 Nh hng lu bng chuyn Kichi Kichi Pandora
V tr: Nh hng nm tng 4, khu m thc ca ta nh Pandora City, ngay ng ba
mi tu Trng Chinh Cng Ha. Pandora City l khu phc hp mua sm, gii tr v
m thc ng c qun Tn Ph. ng trn tng 4 ca ta nh c th nhn thy ton
cnh sn bay.

Thi gian hot ng:


T 10h00 sng n 22h00 ti.

Hnh 2.4

V tr nh hng kichi ki chi

Pandora. (im A)

Bng gi:bao gm 1 buffet lu.

149ooo vnd
199ooo vnd

T2 T6: 10h 17h

T7 CN: 10h - 17h


T2 CN: 10h 22 h

Tr em:
Di 1m: free
1m 1m3 i km ngi ln: -70%
*Gi cha bao gm 10% VAT

1m 1m3 i ring: nh ngi ln


Trn 1m3: nh ngi ln

Bng 2.1 Bng gi buffet lu Kichi - Kichi


Gii thiu m hnh hot ng ca nh hng:
Khch n vi nh hng s ly phiu Buffet t quy l tn sau chn ch ngi v
chn nc lu, nc ung.
Nh hng c 3 nc lu chnh:
Lu Tom Yum
Lu Nm
Lu Ty Tng
Khch c th s dng cc phn thc n
chy trn bng chuyn, sushi hoc cc
sn phm handmade trn quy oden, tt
c bao gm trong gi buffet. Ngoi ra
khch phi tr thm nu mun dng
ung hoc cc phn tht b ho hn bn
ring.
Khi khch dng xong s c mi dng
tri cy trng ming.
Hnh 2.5 bng chuyn Kichi - Kichi

Khuyn mi:
Ty theo thi im nh hng s c nhng chng trnh khuyn mi khc nhau, v d:
Min ph 1 phn buffet lu cho nhm khch 4 ngi n nh hng vo th 2 v

th 3 hng tun.
Gim 20% gi buffet cho khch hng s dng th ca ngn hng lin kt (ty

thi im).
Gim gi cc sn phm upsell hoc cc combo ung,
Chng trnh bc thm trng thng,
Chng trnh u i i vi khch hng s hu th thnh vin G People:

Chng trnh u i bao gm: gim 5% mc nh, gim 15% vo sinh nht ca
khch hng thnh vin (bao gm c 7 ngy trc v 7 ngy sau sinh nht). Bn
cnh , khch hng i theo nhm 10 ngi tr ln c u i 10% trn tng
ha n thanh ton.
Th trng khch chnh ca nh hng:
Khch hng ca Kichi Kichi ch yu l nhng ngi tr vi cc c im:
Tr trung v nng ng
C thi quen n ngon trong mt mi trng sch s
Yu thch mn n v phong cch Nht Bn
a thch s t do, cch sng hin i cng nh mun chia s phong cch ny

vi nhng ngi xung quanh.

CHNG 3: NI DUNG THC TP


3.1 Tm hiu c bn v phc v ( Tun 1)
Bit c nhng quy nh, tiu chun i vi mt nhn vin phc v ca nh

hng: Nhn vin phi mc ng phc ca nh hng, m bo yu cu v v sinh


c nhn, tc phong chuyn nghip, lun lun mm ci vi khch hng. Ra vo
ca phi ng gi
Tm hiu s b v nh nh hng, cch b tr, sp xp ca nh hng: Phi nm r

cch b tr ca nh hng, v tr cc vt dng, s gh v v tr gh ngi.


Hc cch setup bn, setup Lu, setup quy buffet line:

Setup bn:
Bn n v bng chuyn phi c v sinh sch s vo u ca.
Chun b dng c setup.
Xp gh ngay ngn
Tri placemat
t da gia placemat.
t chn trn da
t a bn phi v mung bn tri, cch cnh bn 2cm v cch da 2cm.
t cc h gia v: tng t, nc mm, nc tng, wasabi pha trn.
Kim tra li setup sau cho cc v tr phi ngay ngn, thng hng theo bng
chuyn.

Hnh 3.1 setup bng chuyn lu u ca.


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Hc cch ly nc lu; pha nc chm, Wasabi ng nh lng.


Hc cch pha ch cc loi mocktail, cocktail ca nh hng.
Hc cch ct v ta cc loi tri cy trng ming cho khch hng.
Hc cch thu dn bn, tm hiu cc ha cht dng ty ra trong nh hng.
Hc cch kt ca, kim tra s lng thc n cn tha trn quy buffet line, kim

tra nc, hng ha order chnh xc v kp thi.

3.2 Hc 7 bc phc v nh hng (Tun 2, 3)


1. Cho khch
Khi khch bc vo nh hng, nhn vin l tn v nhn vin phc v nhn thy khch
phi dng li, cui u cho khch bng ting Nht: IRASSHAIMASE c ngha l
Knh cho qu khch.
2. n nh ch ngi
Sau khi khch ly phiu t quy thu ngn, nhn vin phc nhn phiu t khch, dn
khch n ch ngi, ko gh mi khch ngi, x phiu a li cho khch 1 phn cn 1
phn mang vo bp ly nc lu.
3. Ly order
Mi khch xem menu, t vn v mi khch chn nc lu, ung.
T vn khch dng cc sn phm upsell. Cc sn phm bn upsell bao gm cc

phn tht b ho hng khng c chy trn bng chuyn v cc ung c bit
ca nh hng:
Tht thn b c
Sn non b M
Ru Sake
Mocktail Tea pot
Cc sn phm ty theo chng trnh khuyn mi,

Hnh 3.2. Mt s sn phm upsell ca nh hng


Hng dn khch dng trc cc sn phm buffet line trong khi ch nc

Lu.

Hnh 3.3 Cc mn n quy buffet line.

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4. Phc v lu v nc ung
Dng 1 phn phiu cn li vo bp v ly nc lu theo nh lng, mang ra

t ln bp, bt bp ln cho khch, hng dn khch khi nc si th nhit


thp li.
Mang cho khch mt phn b mc nh v nc chm.
Mang ung cho khch theo ng order v tiu chun quy nh.

5. Chm sc khch hng


Quan st khch hng xem khch cn g, chm thm nc lu, ly thm nc

chm, ch khch yu cu phc v,


Theo di khch hng, khi s lng np v da trn bn ca khch nhiu th phi

thu dn bt, trnh gy bt tin cho khch. Nu khch b li np da trn bng


chuyn th phi ly xung ng thi nhc nh khch.
Quan st bng chuyn, nu mn no thiu hoc khch c nhu cu s dng nhiu

th bo vi nh bp.
Quan st quy buffet line, nu ht Sushi th phi ly thm, ht quy oden th bo

cho nh bp mang ln.


Quan st nu thy khch khng mun n na th mang tri cy ra mi khch.

6. Kim tra s hi lng


Quan st v cm nhn thi ca khch hng, nu khch hng cm thy bt tin, kh
chu hoc c vn g khng hi lng th nhanh chng tip cn v hi thm xem khch
c yu cu g c bit hay khng. Tip nhn kin khch hng v bo co vi qun l
nh gi mc phc v ca nh hng.

7. Thanh ton v hn gp li khch


Khi khch yu cu thanh ton:
Kim tra v xc nhn li vi khch nhng g khch dng
Hi xem khch c th thnh vin hay phiu gim gi khng
Hi xem khch thanh ton bng tin mt hay bng th, nu khch thanh ton

bng th th xc nhn nhng loi th chp nhn giao dch ti nh hng (Visa,
American Exppess, Master Card, Discover, JCB).
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Nhn tin/ th v a cho nhn vin thu ngn, yu cu xut ha n nu khch

c nhu cu.
Tr li tin tha hoc yu cu khch k tn nu khch thanh ton bng th.
Tin khch v cho khch bng cu cho: ARIGATO GOZAIMASU c

ngha l cm n qu khch rt nhiu, hn gp li!


3.3 Thc tp order v phc v khch hng (Tun 4 n tun 8)
Thc tp tt c nhng g hc c, rn luyn kh nng order v thuyt phc khch
hng mua cc sn phm upsell.

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CHNG 4: KT QU T C SAU THC TP


Sau k thc tp ti cng hiu thm v ngnh ngh m mnh theo hc, xc nh c
nim tin ca mnh i vi ngh nghip, bn cnh ti cng c rn luyn tr nn
t tin hn, c trau di cc nghip v cng nh kh nng giao tip, x l tnh hung
xy ra trong nh hng. Gip ch cho bn thn c nhiu kinh nghim hn tm kim
c hi vic lm sau khi tt nghip. Chng hn:
K nng nghip v:
nng cao kh nng nghip v, thc hnh thun thc cc thao tc, nhanh chng v chnh
xc, rn luyn tc phong lm vic chuyn nghip.
Kh nng iu khin cm xc:
khng cm xc ca bn thn nh hng n cng vic, mc d bun vui cng phi
lun th hin biu cm ti tnh, gi n ci ng chun du lch v lun trong tinh
thn sn sng phc v khch hng.
Trch nhim i vi cng vic:
lun tun th quy nh ca nh hng, vo ca ng gi, hon thnh v c trch nhim
vi cng vic c giao; nhn li khi sai phm; hon tt, kim tra tt c cng vic ca
bn thn trc khi kt ca, bn giao ca.
K nng giao tip, x l tnh hung:
i vi khch hng phi lun lun thn thin, lng nghe khch hng, d khch hng
c kh chu hoc cu gt cng phi lum mm mng, nhn nhn, tr li bng li ni
nh nh, tm cch p ng nhu cu ca khch hng, t tn ch: Khch hng l
thng .
c thng thc v hiu hn v m thc Nht Bn:
c thng thc v hiu hn v m thc Nht Bn thng qua cc mn n truyn
thng ca Nht Bn nh Sushi, Tempura, Wasabi, Oden, m Ramen, ru Sake, .
Bit c cch ng x i vi nhn vin v cp trn trong nh hng:
i vi nhn vin ng nghip: phi lun thn thin; sn sng h tr, gip

ln nhau trong cng vic. Khng tnh cm yu ght i vi ng nghip


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nh hng n cng vic. Khng nhng mi thun trong cng vic nh


hng n quan h ng nghip. Tn trng ng nghip v phi lm vic
ng nghip tn trng li mnh, khng qu d dng, nhn nhng b n hip,
coi thng.
i vi cp trn: lun c thi ng mc, tn trng cp trn. Th hin tinh

thn lm vic ht mnh, chng t nng lc bn thn.

14

CHNG 5: KH KHN V THUN LI


5.1 Thun li:
V Nh hng thuc tm trung nn tiu chun khng qu kht khe. Qui m nh

hng cng khng qu ln. V th p lc khng qu nng n.


Phn ln nhn vin trong nh hng u tui tr, nng ng v rt c tinh

thn lm vic to nn mt mi trng thn thin, ci m. qun l nh hng v


cc qun l ca cng rt tr, bit cch khch l v tng thng nhn vin.
Yu cu i vi sinh vin thc tp ch cn lm ca 6 ting nn qu trnh thc tp

cng tng i nh nhng.


5.2 Kh khn:
Nh hng hot ng trong trung tm mua sm v s dng restroom chung vi

ta nh, v th khch hng phi di chuyn ra bn ngoi nh hng v nhn vin


khng tinh th khng th bit khch hng mun s dng restroom hay mun
thanh ton. Nu hiu nhm th s gy bt tin cho khch hng, bn cnh
cng d xy ra trng hp lc khch ng, nhn vin khng kim sot ht
c, cho rng khch ra ngoi s dng restroom nhng li khng thy khch
quay li! i vi trng hp ny th ton b nhn vin phc v ca ca phi
chu trch nhim.
Nh hng hot ng theo m hnh buffet tuy nhin gi buffet ch bao gm gi

lu m khng bao gm nc, khn lnh, v cc sn phm bn upsell v th yu


cu ca nh hng i vi nhn vin khng ch l m bo phc v khch hng
mt cch tt nht m cn phi tng doanh thu cho nh hng thng qua vic
thuyt phc khch hng mua cc sn phm upsell. Qun l lun t target i
vi nhn vin v s lng cc loi upsell bn c vo u mi ca.

15

CHNG 6: KT LUN, KIN NGH


6.1 Kt lun:
K thc tp ny cng ging nh k thc tp nhn thc, bc u mang n cho

sinh vin tri nghim v ngnh ngh m mnh theo hc. Cng tip xc sm vi
mi trng lm vic s gip sinh vin c nhng nh hng ng n cho
tng lai ca mnh qua c gng tch ly kinh nghim cho bn thn, xc nh
hon thin hn trong k thc tp tt nghip v tm kim c hi vic lm sau
khi tt nghip.
Sinh vin nn c gng nm ly c hi rn luyn cho bn thn cng nh c hi

xc nh li mong mun v ngh nghip lai ca chnh mnh.


6.2 Kin ngh:
Nh trng nn to iu kin hn na sinh vin c th c c hi rn luyn

nhiu hn na trong mi trng chuyn nghip. C th bt u sm t nm


nht v xuyn sut trong qu trnh hc ch khng ch trong khun kh 2 k
thc tp. Lin kt vi cc nh hng khch sn trong thnh ph sinh vin c
c c hi nhiu hn.
Hoc n gin l b tr thi gian hc hp l v khuyn khch sinh vin c

th t tm kim c hi lm vic part time (Thi kha biu nm 1 v nm 2 ca


K17KS an xen nhng bui hc sng chiu khin sinh vin rt kh xin vic lm
part time).

16

PH LC
Nht K Thc Tp
(Coppy t trang hc trc tuyn)
tun thc u tin ...
... th l cng kt thc, mnh cng dn lm quen vi mi trng mi ny.
gim st nh hng mnh m mt ch gi, nhn rt nghim v kh lm mnh ht hn
nhng ch khi lm vic thi, ht gi ri th ch nh mt ngi bn vy, rt vui v.
nhng nhn vin phc v y cng rt nhit tnh, phn ln cng vic mnh u hc
t h, ngi ny ch mt t ngi kia li ch mt t, mi ngy li bit thm nhiu hn.
mgy u tin thc tp, ti v ng t nhin thy ti thn, nh nh, nh gia nh kinh
khng nhng gi th quen v dn thch nghi c ri.
tun u tin mnh bit hu ht cc cng vic phc v ca nh hng, ngoa tr khu
order cho khch

ti v mnh cng cha mnh dn lm v cha hc n , ha hn

tun sau mnh s bit nt phn order thc s tr thnh mt nhn vin chuyn
nghip
nh hng mnh thc tp khng phi l mt nh hng hng sang, cng chng c nhng
yu cu gt gao v tiu chun phc v nhng khng hiu v sao mnh cm thy thoi
mi v hi lng vi n, cm gic rt bnh d, thn thuc ch khng phi cm gic lc
lng v mt t tin mi trng ng cp sao b

. mi ngi c mt hng i v

mnh s vng bc vi hng i ca mnh.


tun th 2!
th l 2 tun thc tp, na thng tri qua, n lc ny th mnh c th lm tt c
cc cng vic nh cc "ng nghip" khc. vo ca phi lm nhng g, setup bn nh
th no, order ra sao, ri dn dp, kt thc ca, ... quen vic ri nn cng khng thy vt
v nh tun u tin. nu nh tun u tin nhim v ca mnh l lm quen vi cng
vic th by gi mnh phi lm tht tt cng vic. n lc ny nu lm sai th s b
khin trch ch khng phi l nhc nh na

17

tun th 3!
cm gic thi gian tri tht nhanh, mi m 3 tun tri qua. nh hng c thm vi
nhn vin mi v t dng mnh tr thnh "ma c"

, "ma c" mnh khng bt nt "ma

mi" m cn hng dn, gip "ma mi" quen vic na, cm gic tht l th v

bn cnh cng cn c thm p lc cng vic na, by gi th mnh bit rng cng
vic order khng n gin l a menu cho khch chn m cn phi tch cc gii thiu
nhng mn chnh ca nh hng, lm sao phi t c target nh hng a ra. lc
u mnh ch ngh ch cn "bit vic" l c ri, by gi th quan im ca mnh
thay i, khng nhng bit m cn phi "gii" na

. c gng nh vy nhng khng

phi l hi lng hon ton vi n, nhiu lc cm thy cng vic ny tht l 'bc". lm
vic th theo ca, nhiu hm bui ti lm ti khuya mi v th m v nh ng mt gic
sng li phi tip tc. gi gic c nh con thoi, khng n nh. c bit th 7 v ch
nht th rt kh m xin ngh na ch. ci ngh lm du trm h qu tht khng d,
nhiu lc tht s khng bit mnh c la chn sai lm khng na

tun th 4
bui ti ch nht lun l thi im kt thc mt tun lm vic ca mnh. mi th tr
nn tht quen thuc! cng vic, "ng nghip", v c khch hng na! v hnh nh s
quen thuc cha kp tr nn thn thit nhm chn mt ri, cht nhn ra hnh nh
mnh sai lm, khng bit nhng bn khc chn thc tp khch sn 3 sao tr ln
th nh th no, liu c c hc nhng iu mi mi ngy hay khng? liu nhng
kinh nghim bn y c c c nhiu hn mnh khng? mnh s rng cng vic c
nh th ny nhng tun k tip mnh s khng bit phi ghi li nht k thc tp nh th
no? hay l tun ny cng nh tun trc???

la chn no mi l ng y? phi

chng mnh ang lng ph 2 thng thc tp ti mt nh hng qu bnh thng, hc


hi nhng iu cng ht sc bnh thng, nhng iu m khng nht thit l sinh vin
hc ngnh ny mi lm c! nhng iu ny vn lun m nh mnh, v th nim hng
say lc mi thc tp c phn b thuyn gim. nim yu thch v mt nh hng bnh
thng vi mi trng thn thin lc ban u khng bit bin u mt ri, bng dng
mnh thm cm gic lng ly, sang trng ca nhng nh hng, khch sn tm c! t an
i mnh vn cn 1 ln thc tp na, khi mnh s c tri nghim thi. nh
18

vy,gi th c gng m hon thnh 1 thng thc tp cn li

. by gi l 12 gi 05

pht sng th 2!! bt u mt tun mi ri, i ng thi, sng mai phi lm ca sng
kt thc tun th 5!
mi ln kt thc 1 tun thc tp, c vit nht k thc tp th mnh li thy vui, v
thi gian thc tp ang dn kt thc, mnh sp c v qu ngh h vi ngy

c l

khng phi l t tng tch cc trong khi y l c hi mnh hc tp, nhng m


cha khi no i xa nh nh th c

.vic thc tp ca mnh vn n, tho cc cng

vic setup hay dn dp ri nn mnh tch cc order, mi khch tng kh nng giao
tip, thuyt phc khch hng s dng dch v khc ca nh hng. mnh cn gp phi
vn vi mt bn thu ngn ca nh hng trong vn thanh ton cho khch, m theo
bn y kt lun l v mnh ni nh bn y khng nghe nn c s c! thi ca bn y
rt kh chu, mnh cng thy kh chu,mnh ngh rng nu mnh l bn y mnh s
khng kh chu nh vy u

, mnh khng bit sao na, tuy nhin ch ngy hm sau,

gp li nhau th vn hi thm bnh thng, c l do cng vic nn bn y mi th. mt


n ci s xa b tt c. cn i vi nhng vic xy ra trong nh hng, nu c trc
trc, sai st g y th phi bo cho mi ngi bit, khng nn v s b trch mng m
giu i, bi v n c th lm nghn hot ng ca tt c mi ngi
tun th 6.
rt kinh nghim nhng tun trc ti ch nht i lm v khuya mt i l mt vn phi
ngi cm cui g nht k thc tp tun, mnh vit vo sng ch nht vy
tp ca mnh vn n .... ngoi tr 1 s c nh va mi xy ra lun

. vic thc
hm nay ch

nht theo mnh nh l mnh lm ca ti y th m va mi y (10h30 sng)gim st


gi hi mnh sao khng i lm
lch

. 9h00 l v ca ri, ha ra mnh xem nhm nh nhm

. cm gic tht ti li, nh xin li, v chuyn lun qua ca ti vy

. li c

thm 1 bi hc kinh nghim : khng c bt cn nh vy na. thi gian thc tp gn


kt thc ri li xy ra s c khng hay nh vy
vn thc tp th cng khng bit ni lm sao na

.
mnh gi bng nh gi thc

tp cho qun l ri. cng vic vn u n nh vy khng c g mi c

tt c

c d liu sau khi kt thc thng thc tp u tin ri m, nhng vn cm thy 1


cht ht hng, c gng hon thnh nt thi
19

tun th 7!
mi chuyn vn rt bnh thng, ngy ny qua ngy khc

. tun va ri mnh c

hc 1 lp nh hng cho nhn vin mi ca cng ty, qua mnh hiu c nhiu
hn v cng ty cng nh v nh hng, v lch s hnh thnh, vn ha cng ty cng nh
con ng pht trin ti cng ty. c nhiu iu rt th v, cng rt hp dn. tuy nhin
con ng pht trin ti y ch yu v t thp ln, cc chc v cao nh gim st,
qun l nh hng phn nhiu cng t cc v tr thp m ln, nhn vin y cng c
chia theo nhiu level. mun t level cao nht th nhn vin phi thnh tho tt c
cc cng vic ca phc v, thu ngn v c bp na! (bp ca nh hng ch lm theo
cng thc ca bp xng ca cng ty). nghe c v tht kh khn nhng y l hnh
thc hot ng ca cng ty, tt c nhn vin phi thng tho mi cng vic ca nh
hng! sau 2 ngy hc orientation m ng l ra phi c hc t khi mi bt u thc
tp mnh li tip tc cng vic phc v ti nh hng vi mt tinh thn mi hn, c v
nhit huyt hn. mnh bt u suy ngh vi vic gn kt vi nh hng sau khi ra
trng c c 1 cng vic ph hp vi mnh. tuy nhin trc ht phi hc thm nhiu
, hi vng l s hc tp c nhiu hn t ln thc tp th 2.

tun th 8_tun cui cng!


th l kt thc k thc tp u tin. tun cui cng tri qua cng khng c g c bit,
vn nhng cng vic nh c. ngoi ra nhng lc rnh ri, khng c khch mnh tranh
th vo bp hc k cng vic ca bp

cm thy cng rt th v. 2 thng tri qua

tht nhanh, nhng g mnh hc c mc d t nhng k phi l k c ch


s hc hi c nhiu hn k thc tp sau.

20

. mong ch

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