1.

C s l lun v qun l cu dch v

1.1.Cc khi nim v c trng c bn 1.1.1.Khi nim v nhu cu v cu dch v * Khi nim v nhu cu Nhu cu l trng thi tm l m cn ngi cm thy thiu ht v vt cht hoc tinh thn, c th nhn bit hoc khng nhn bit c. S pht trin nhu cu dch v ca con ngi theo 7 bc * khi nim v cu dch v Cu dch v l s lng dch v m ngi mua c kh nng v sn sng mua cc mc gi khch nhau trong mt thi k nht nh. Nh vy qu trnh hnh thnh cu trn th trng xut pht t nhu cu. * Phn bit cu v nhu cu + Nhu cu chnh l xut pht im ca cu, cn cu chnh l im th hin nhu cu trn th trng. + Nhu cu th khng th o lng c, nhng cu th o lng c. + Nhu cu l phm tr vnh vin gn lin vi s sng, cu l phm tr lch s gn lin vi tin t. 1.1.2 c trng ca nhu cu v cu dch v - Nhu cu v cu dch v c xu hng pht trin nhanh chng cng vi s pht trin ca nn kinh t th trng - Nhu cu dch v mang tnh v hn, khng c im dng cui cng - Nhu cu dch v mang tnh a dng phong ph - Nhu cu dch v c tnh ng b, tng hp - Tnh thi v, thi im - Tnh linh hot cao - Nhu cu dch v c bin giao ng khng u nhau gia cc loi hot ng dch v v gia cc tp khch hng cng tiu th mt loi sn phm dch v. - Tnh lan truyn 1.2. Bin php qun l cu dch v * Qun l cu hin ti

- Gii php: Thc hin cc chng trnh m bo cht lng dch v phc v cho khch hng. + Cam kt cht lng dch v s cung cp. + Hn ch s b i ca khch hng v li ko thm nhng khch hng mi. - Cch lm: + Xy dng danh mc khch hng thng xuyn. + Thng xuyn ly kin khch hng. + nh k pht phiu thm d mc trung thnh ca khch hng i vi cc doanh nghip. * Qun l cu tim nng Cc bin php c s dng nh l: - Tip th, xc tin qung b. - Nng cao cht lng. - Chnh sch gi c lm n by. - Dng h thng t hng trc, ng k trc. - Chin dch khuyn mi hp l v c hiu qu kch cu. - Qun l hng ch ca khch.

2. Thc trng qun l cu dch v lu tr i vi cc khch sn 5 Sao trn a bn H Ni

2.1. c im cu dch v lu tr i vi cc khch sn 5 Sao Cc dch v lu tr xut hin nh l mt nhu cu tt yu khch quan ca cuc sng. Cu dch v lu tr i vi cc khch sn 5 Sao l mt loi dch v, v vy n mang y c im ca cu dch v nhng, ng thi cng mang nhng c trng ring bit ca loi dch v lu tr l cu v cc khch sn 5 Sao. - Khch hng i tng khch n lu tr ti cc khch sn 5 Sao u l nhng ngi c thu nhp cao, c kh nng chi tr cho cc dch v tn km trong cc khch sn. Khch hng ch yu l ngi nc ngoi n i du lch, cng tc, lm n, thi gian lu tr ca h khng di. H quan tm n cht lng phc v lm sao phi

tht s tt, khin h cm thy thoi mi, an ton trong sut qung thi gian lu tr ti khch sn. - Cht lng khch sn Phi m bo c y tiu chun i vi cc khch sn 5 Sao nh: an ton, s sch s, cht lng phng, m thc, s yn tnh, s thn thin v hiu khch ca tp th nhn vin, v tr p, quang cnh nhn t ca s phng, kt ni internet, cht lng dch v. Cc khch sn mun coi l khch sn 5 Sao phi t c cc tiu ch th mi c lit k vo. 2.2.Thc trng qun l cu dch v lu tr i vi cc khch sn 5 Sao trn a bn H Ni - V lng khch hng tiu dng dch v lu tr ni chung trn a bn H Ni Trong thng 3 nm 2011, lng khch quc t n Vit Nam c t 475.733 lt, tng 5% so vi cng k nm 2010. Tnh chung 3 thng nm 2011 c t 1.511.472 lt, tng 11,9% so vi cng k nm 2010. Thng Thng 3/2011 3 thng Thng c tnh 3 thng 3/2011 so so vi thng 2011 so vi 2/2011 thng 3/2011 nm 2011 vi thng 3/2010 (%) cng k trc (%) 2010 (%) Tng s 529.315 475.733 1.511.472 89,9 100,5 111,9 Chia theo phng tin n ng khng 453.471 400.883 1.266.778 88,4 102,7 116,5 ng bin 4.200 4.500 12.700 107,1 150,0 105,8 ng b 71.644 70.350 231.994 98,2 87,9 92,0 Chia theo mc ch chuyn i Du lch, ngh ngi 312.247 281.296 893.719 90,1 94,0 105,5 i cng vic 92.534 88.702 249.162 95,9 82,6 93,8 Thm thn nhn 92.254 75.168 271.476 81,5 181,0 159,7 Cc mc ch khc 32.280 30.567 97.116 94,7 120,2 141,5 Chia theo mt s th trng Trung Quc 115.172 96.467 287.997 83,8 106,9 126,4 Hn Quc 50.718 41.462 143.974 81,8 90,7 108,2 Nht Bn 47.613 43.500 136.198 91,4 110,0 123,0 M 49.632 37.107 133.539 74,8 96,3 104,6 i Loan 36.391 26.056 88.763 71,6 90,9 102,2 c 25.653 20.089 86.521 78,3 88,8 107,3

Campuchia 25.169 Php 21.141 Malaisia 17.375 Anh 14.944 Cc th trng khc 125.507

30.017 22.589 18.248 13.653 126.545

76.763 62.694 53.177 41.381 400.465

119,3 116,5 131,5 106,8 100,9 109,3 105,0 115,1 118,5 91,4 99,2 108,6 100,8 97,1 103,8 Ngun: Tng cc Thng k

- V lng khch tiu dng dch v lu tr cc khch sn 5 Sao ti H Ni Mt thng k ca cng ty t vn bt ng sn CBRE Vit Nam cho bit, trong qu III/2008, gi thu phng trung bnh ti cc khch sn 5 Sao ca H Ni mc 158 USD mt m, tng 34% so vi cng k nm 2007. Mc gi ny s vn tip tc tng trong qu IV/2008 v giai on u nm 2009%. Cng sut s dng phng cc khch sn 5 Sao c tnh s tng tr li vi mc trn 80% trong thi gian ti. Lng khch du lch n H Ni vo nm 2010 tng, s lng phng khch sn 5 Sao ti H Ni khng th p ng nhu cu thu phng, nn nm 2010 H Ni vn lm vo tnh trng chy phng khch sn 5 Sao. Gi thu phng v th s tng vt trong nm v mt vi nm ti. Gi thu phng cc khch sn 5 sao c th ln n 500 USD/phng/m. 2.3.nh gi v vic qun l cu dch v lu tr ti khch sn 5 Sao trn a bn H Ni 2.3.1.Thun li - V v tr a l v kh hu H Ni vi din tch 920,6 km thuc ng bng sng Hng, nm trong vng kh hu nhit i gi ma. H Ni thi im hin nay c 11 khch sn 5 Sao, 10 khch sn 4 Sao v 26 khch sn 3 Sao, cung cp cho th trng cho th trng trn 7.000 phng p ng c cn bn nhu cu khch mun lu tr. y l im n vi nhiu di tch lch s, hi t nhiu lng ngh truyn thng, nhiu l hi vn ha tiu biu ca Vit Nam. - iu kin x hi Tnh hnh chnh tr ti Vit Nam rt n nh, m bo cho khch s an ton, v hn ht H Ni l th ca t nc nn vn v m bo trt t an ninh, x hi s cng c ch trng nhiu. ng thi ngi dn H Ni rt thn

thin v phng khong lun mong c n tip du khch t khp mi ni trn th gii. - Cc chnh sch ca nh nc u t pht trin du lch chnh ph u t hng nghn t, ring trong nm qua l 2,146 t h tr u t h tng k thut c khu du lch trng im v thu ht c 190 d n u t vn ca nc ngoi vi tng s vn l 4,64 t USD vic kt hp tt vi vic s dng tt ngun ngn sch nh nc vi vic khai thc v s dng vn nc ngoi pht trin cc c s vt cht nh vic xy dng khch sn, nh hng vi tiu chun quc t, ng thi hon thnh v khai trin Lut du lch vo hot ng kinh doanh du lch. 2.3.2. Kh khn - Tnh thi v Yu t chnh v, tri v trong ngnh du lch s nh hng mnh n lng khch n v i lu tr trong cc khch sn 5sao. - Ngun lc lao ng v cng tc o to ca trong khch sn S lao ng c trnh , tay ngh cn thiu cha p ng c tiu chun v i ng nhn vin phc v trong khch sn 5 Sao. Theo thng k ca Tng cc du lch c lao ng v nghip v (l tn, hng dn vin, nhn vin bn bar- bung) chim s lng ln nht, khong hn 308 nghn ngi vo nm 2010 v hn 467 nghn ngi vo nm 2015. Do vy, s lng lao ng qua o to cn tng thm khong 19 nghn ngi mi nm c th p ng lng khch n mi nm. - Khng hong kinh t, dch bnh thin tai Tnh hnh kinh t kh khn, khch du lch gim tip tc nh hng n kinh doanh khch sn 5 sao ti H Ni khin cng sut phng v gi lin tc gim . - Trang thit b vt cht trong cc khch sn 5 Sao Hu ht cc khch sn 5 Sao trn a bn H Ni s dng cc loi trang thit lu, so vi cc khch 5 Sao trn th gii tiu chun nh gi cn mc cha tt lm.

3. Bin php qun l cu dch v lu tr i vi cc khch sn 5 sao trn a bn H Ni

3.1. Qun l cu hin ti

- Phi xy dng c danh mc khch hng thng xuyn Cc khch sn 5 Sao phi c c mt bn h thng nhng khch hng thng xuyn n lu tr ti cc khch sn ca mnh, y l nhng khch hng s duy tr c n nh v doanh thu cho khch sn - T chc cng tc thng xuyn ly kin khch hng Phi thng xuyn t chc ly kin ca khch t c nhng nhn nh, nh gi hon thin c nhu cu ca khch. - a ra nh k pht phiu thm d mc trung thnh ca khch hng i vi khch sn Vic pht phiu thm d mc trung thnh ca khch hng l xut pht t thc tin tm quan trng ca lng khch n lu tr ti khch sn v s cn thit phi nghin cu mt cch t m, c h thng v cch thc nhm hon thin tt cht lng phc v ti khch sn. 3.2. Qun l cu tim nng - a ra cc hot ng tip th, xc tin qung b cho khch sn Cng tc marketing, xc tin qung b hnh nh cho khch sn l rt cn thit. Gip a nhng thng tin v dch v, tin nghi, trang thit b trong khch sn n vi khch hng. Khch sn s c bit n rng ri trong qun chng, iu ny s thu ht c lng khch n. ng thi gip cho khch c c s la chn, xc nh c khch sn ph hp trong chuyn i ca h. - Nng cao cht lng cho khch sn + Thng xuyn t chc cng tc kim tra, thm nh v cc trang thit b trong khch sn. Tm hiu, cp nhp nhng cng ngh mi nng cao, tu b cho khch sn ca mnh. + T chc hoc phi hp t chc cc lp hun luyn, o to k nng nghip v khch san nh ting anh, giao tip, phc v - Chnh sch gim gi lm n by v khuyn mi hp l kch thch cu Trong cc k ngh l cn c s gim gi, khuyn mi v gi cho tt c cc khch hng c nhu cu lu tr trong khch sn. To ra c s cnh tranh mnh trong cc khch sn 5 Sao - Dng h thng t trc, ng k trc trong khch sn

S dng h thng ny gip cho cc khch sn qun l tt s lng khch lu tr, cung ng c tt nht nhu cu ng k thu phng ca khch. - Qun l hng ch ca khch hng ng k lu tr trong khch sn Phi c bin php qun l khch hng trong vn lm th tc ng k thu phng khi vo thi im khch n ng k qu ng nh vo ma du lch, l hi, ngh l

Ti liu tham kho

1. Qun tr doanh nghip kinh doanh dch v trong nn kinh t th trng- H Vn Hi- NXB Bu in- 2002 2. Pht trin v qun l Nh Nc v kinh t dch v- Bi Tin Qu- NXB Khoa hc v k thut- 2002. 3. website: vietnamtourism.gov.vn; dulichvn.org.vn; vietnamtourism.com 4. Tp ch du lch v gii tr.

MC LC Trang