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Bo co thc tp nm 3
Nm hc : 2013 2014
KHOA DU LCH
CHUYN NGNH QUN TR NH HNG KHCH SN
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Bo co thc tp nm 3
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
Phm Th Nht My
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
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.
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.
2.2.2 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 2.4
Pandora. (im A)
149ooo vnd
199ooo vnd
Tr em:
Di 1m: free
1m 1m3 i km ngi ln: -70%
*Gi cha bao gm 10% VAT
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
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.
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,
Lu.
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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
th bo vi nh bp.
Quan st quy buffet line, nu ht Sushi th phi ly thm, ht quy oden th bo
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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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
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14
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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
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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
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
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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"
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
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
. 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
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
. vic thc
hm nay ch
. li c
.
mnh gi bng nh gi thc
tt c
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.
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. mong ch