ii

MC LC
LI CAM OAN ........................................................................................................... i
MC LC ..................................................................................................................... ii
DANH MC CC T VIT TT............................................................................. iv
DANH MC CC BNG BIU ................................................................................ vi
DANH MC CC HNH ........................................................................................... vii
M U ........................................................................................................................1
CHNG 1: MT S VN L LUN C BN V KINH NGHIM
QUC T V NNG CAO NNG LC CNH TRANH
KHCH SN.......................................................................................11
1.1. c im ca kinh doanh khch sn .................................................................11
1.2. Nng lc cnh tranh khch sn .........................................................................14
1.3. Phng php nh gi nng lc cnh tranh khch sn .....................................28
1.4. Kinh nghim nng cao nng lc cnh tranh ca mt s tp on khch sn
quc t .............................................................................................................39
Kt lun chng 1 ........................................................................................................47
CHNG 2:THC TRNG NNG LC CNH TRANH CA CC
KHCH SN VIT NAM ................................................................49
2.1.Cc yu t nh hng n nng lc cnh tranh ca cc khch sn Vit Nam ...49
2.2. Thc trng nng lc cnh tranh ca cc khch sn Vit Nam trn phm vi ngnh ..62
2.3. Hot ng nng cao nng lc cnh tranh ca mt s khch sn tiu biu .........70
2.4. nh gi v nng lc cnh tranh ca cc khch sn Vit Nam ............................92
Kt lun chng 2 ........................................................................................................99
CHNG 3: XUT PHNG HNG V GII PHP NHM NNG
CAO NNG LC CNH TRANH CA CC KHCH SN
VIT NAM .......................................................................................101
3.1.Xu hng pht trin ca th trng khch du lch quc t .................................. 101
3.2.Tc ng ca vic gia nhp WTO v nhng vn t ra i vi nng lc
cnh tranh ca cc khch sn Vit nam. ................................................................ 105
3.3.Quan im, phng hng nhm nng cao nng lc cnh tranh ca cc
khch sn Vit Nam ................................................................................................... 113
3.4.Mt s gii php, kin ngh nhm nng cao nng lc cnh tranh ca cc
khch sn Vit Nam ................................................................................................... 118
Kt lun chng 3 ......................................................................................................134
PHN KT LUN.....................................................................................................137
DANH MC CC CNG TRNH CA TC GI C LIN QUAN N
LUN N..........................................................................Error! Bookmark not defined.
DANH MC TI LIU THAM KHO..................................................................139

iii
PH LC....................................................................................................................149

iv

DANH MC CC T VIT TT
Vit tt
APEC

Ting Anh
Asia Pacific Economic Coorporation

Ting Vit
Hp tc kinh t Chu Thi Bnh
Dng

ARI

Average Rate Index

H s gi phng bnh qun

ASEAN

Association of Southeast Asian

Hip hi cc nc ng Nam

Nations
ASEANTA

Association of South East Asia Travel Hip hi L hnh ng Nam

Agent

ASEM 5

The 5th Asia-Europe Meeting

Din n hp tc u ln th 5

ASTA

American Society of Travel Agents

Hip hi L hnh Hoa k

BTA

Bilateral Trade Agreement

Hip nh Thng mi song phng

(Vit -M )

CRS

Computerized Reservation System

H thng t ch ton cu

CRM

Customer Relations Management

H thng qun l khch hng

CSVCKT

C s vt cht k thut

CSDL

C s d liu

CSLTDL

C s lu tr du lch

KKD

ng k kinh doanh

DEA

Data Envelopment Analysis

Phn tch mc tho mn ca

khch hng

EU

European Union

Lin minh Chu u

FDI

Foreign Direct Investment

u t trc tip nc ngoi

JATA

Japan Association of Travel Agents

Hip hi L hnh Nht bn

ICT

Information & Communication

Cng ngh Thng tin Lin lc

Technology
IFC

International Financial Coorporation

IP

Tp on Ti chnh Quc t
H s tham gia th trng th gii

GDP

Gross Domestic Product

Tng sn phm quc ni

GDS

Global Distribution System

H thng t ch Ton cu

LHQT
MPI

L hnh quc t
Market Penetration Index

H s chim lnh th trng

v
MICE

Meeting, Incentive, Conference,

Th trng khch tham d hi ngh,

Exhibition

hi tho, trin lm thng mi

NLCT

Nng lc cnh tranh

PMS

Property Management System

Phn mm qun tr ti sn

QMS

Quality Management System

H thng qun l cht lng

ROI

Return on investment

thu nhp trn u t

RGI

Revenue generation index

H s to doanh thu

Revpar

Revenue per room

Doanh thu tnh trn mi phng a

vo s dng

PATA

Pacific Asia Travel Association

Hip hi du lch chu Thi Bnh

Dng

PR

Public Relations

Quan h cng chng/ quan h bo

ch/ qung b

R&D

Research and Development

Nghin cu v Pht trin

SWOT

Strength, Weakness, Oportunity,

Cc im mnh, yu, c hi

Threat

v nguy c

Sofitel, Novotel, Mercue, Suite hotel,

5 thng hiu khch sn ca tp

Ibis

on Accor

Travel Accor Reservation System

Mng li t phng/gi ch ton

SNMSHI
TARS

cu Accor
TQM

Total quality management

TSC
UNWTO

Qun tr cht lng ton din

Ti sn c nh

United Nation World Tourism

T chc Du lch th gii ca Lin

Organization

Hip Quc

United Nation Education and Sience

T chc khoa hc v gio dc Lin

Organization

hip quc

WEF

World Economic Forum

Din n kinh t th gii

WTTC

World Tourism and Travel Coucil

Hi ng Du lch v L hnh Th

UNESCO

gii
WTM
WORLD SPAN

World Trade Market

Hi ch Thng mi Th gii
H thng t phng kt vi vic khai
thc th trng t h thng chm sc
khch hng v chnh sch gi linh hot

vi

DANH MC CC BNG BIU

Bng 1.1: Phn tch kh nng cnh tranh cp cnh tranh khc nhau................ 14
Bng 1.2: nh gi nng lc cnh tranh khch sn .................................................. 36
Bng 1.3: nh gi nng lc cnh tranh khch sn .................................................. 37
Bng 2.1: Xp hng nng lc cnh tranh quc gia (WEF nm 2008) ...................... 55
Bng 2.2: Cc ch tiu c th ca Vit Nam trong bng xp hng ........................... 56
Bng 2.3: Bo co nh gi nng lc cnh tranh trong lnh vc du lch v l hnh...... 60
Bng 2.4: Khch sn c xp hng tnh n thng 3/2008..................................... 63
Bng 2.5: Phn b khch sn theo quy m ............................................................... 66
Bng 2.6: nh gi nng lc cnh tranh khch sn Ho Bnh.................................. 71
Bng 2.7: Th trng khch ch yu ca khch sn Ha Bnh................................. 72
Bng 2.8: Phn tch th phn 2008 ca khch sn Ho Bnh .................................... 73
Bng 2.9: nh gi nng lc cnh tranh khch sn Morin ....................................... 80
Bng 2.10: Phn tch th phn 2008 ca Saigon Morin ............................................ 81
Bng 2.11: Mt s ch tiu v khch ca khch sn Sigon Morin .......................... 82
Bng 2.12: Mt s ch tiu v hot ng kinh doanh ca Saigon Morin.................. 82
Bng 2.13: Phn tch th phn 2008 ca khch sn Park Hyatt so vi cc khch
sn 5 sao khc trn a bn Thnh ph H Ch Minh............................ 87
Bng 2.14: nh gi nng lc cnh tranh ca Park Hyatt so vi cc khch sn 5
sao trn a bn Thnh ph H Ch Minh ............................................. 88
Bng 2.15: Mt s ch tiu kt qu hot ng kinh doanh nm 2007 2008 ca
khch sn Park Hyatt Saigon ................................................................. 92
Bng 3.1: Cc im n du lch chnh trn th gii................................................ 102
Bng 3.2: Cam kt ca Vit Nam trong lnh vc dch v du lch.......................... 106
Bng 3.3: So snh gi v hai chiu n Vit Nam qua cc cng hng khng ln
trn th gii .......................................................................................... 112
Bng 3.4: Mt s hnh thc lin kt-lin minh chin lc trong kinh doanh
khch sn ............................................................................................ 123

vii

DANH MC CC HNH
Hnh 1.1: M t vn tt cc yu t trong thp m hnh phn tch nng lc cnh
tranh quc gia. ....................................................................................... 16
Hnh 1.2: Cc yu t cu thnh nng lc cnh tranh khch sn ............................ 28
Hnh 1.3: H thng g ch, t phng du lch (TARS) cho khch sn ca tp
on Accor............................................................................................. 46
Hnh 1.4: H thng t phng g ch ton cu .................................................... 47
Hnh 2.1: Nng lc cnh tranh ngnh Du lch ca cc nc ng Nam ........... 59
Hnh 2.2: Phn b c cu c s lu tr khch sn theo hnh thc s hu............ 64
Hnh 2.3: Chui gi tr trong kinh doanh khch sn ............................................. 77
Hnh 2.4: Mt s th trng khch chnh ca khch sn Morin ............................ 82
Hnh 2.5: S lng khch du lch s dng dch v lu tr khi i du lch qua
cc nm ................................................................................................ 93