TNG CC DU LCH S:02/2001/Q-TCDL

CNG HA X HI CH NGHA VIT NAM c lp - T do - Hnh phc H Ni, ngy 27 thng 4 nm2001

QUYT NH CA TNG CC TRNG TNG CC DU LCH V vic b sung, sa i Tiu chun xp hng khch sn TNG CC TRNG TNG CC DU LCH - Cn c Ngh nh s 15/CP ngy 2-3-1993 ca Chnh ph v nhim v quyn hn v trch nhim qun l nh nc ca B, c quan ngang B; - Cn c Ngh nh s 20/CP ngy 27-12-1992 v Ngh nh s 53/CP ngy 7-81995 ca Chnh ph quy nh v chc nng, nhim v, quyn hn v t chc b my ca Tng cc Du lch; - Cn c Ngh nh s 39/2000/N-CP ngy 24-8-2000 v c s lu tr du lch; - Cn c Quyt nh s 107/TCDL ngy 22-6-1994 ca Tng cc Du lch v vic ban hnh tiu chun xp hng khch sn du lch; - Nhm hon thin tiu chun, bo m ph hp vi tiu chun quc t v hin trng cc khch sn trong tnh hnh hin nay; - Theo ngh ca V trng V Khch sn,

QUYT NH: iu 1. Ban hnh km theo Quyt nh ny bn quy nh tiu chun v biu im xp hng khch sn theo 5 hng (t 1 n 5 sao), c b sung, sa i trn c s tiu chun v biu im ban hnh ti Quyt nh s 107/TCDL ngay 22-6-1994 ca Tng cc Du lch. iu 2. Tiu chun ny c hiu lc k t ngy k, nhng quy nh trc y tri vi Quy nh ny u bi b. iu 3. Cc ng, b Chnh Vn phng, V trng cc V ca Tng cc Du lch, Gim c S Du lch (S Thng mi - Du lch), Gim c cc khch sn chu trch nhim thi hnh Quyt nh ny. KT. TNG CC TRNG TNG CC DU LCH Ph Tng cc trng ( k) V Tun Cnh

QUY NH V tiu chun xp hng khch sn (Ban hnh km theo Quyt nh s 02 /2001/Q-TCDL ngy 27 thng 4 nm 2001 ca Tng cc Du lch ) Khch sn l cng trnh kin trc c xy dng c lp, c quy m t 10 bung ng tr ln, bo m cht lng v c s vt cht, trang thit b, dch v cn thit phc v khch du lch. Khch sn t tiu chun xp hng t 1 n 5 sao: l khch sn c c s vt cht, trang thit b, cht lng phc v cao, p ng c nhu cu a dng ca khch du lch v n, ngh, sinh hot, gii tr theo tiu chun ca tng hng, ph hp vi tiu chun quc t, c nh gi thng qua cc ch tiu: 1.V tr, kin trc 2.Trang thit b, tin nghi phc v 3. Dch v v mc phc v 4. Nhn vin phc v 5. V sinh Khch sn hng cng cao, yu cu cht lng phc v, trang thit b tin nghi, s lng cc dch v cng phi y , hon ho, p ng c yu cu a dng ca khch. A- YU CU CHUNG 1. V tr, kin trc - V tr : Khch sn phi c xy dng cch bnh vin, trng hc t nht 100 mt cn c vo ranh gii gia hai c s; khng c nm trong hoc lin k khu vc quc phng, an ninh v cc mc tiu cn c bo v theo quy nh hin hnh. - Thit k kin trc: - Dy truyn phc v gia cc b phn v trong tng b phn dch v trong khch sn : c b tr hp l, bo m thun tin, mt chiu. - Bng tn; hng khch sn; ph hiu khch sn (nu c) : c t ni d thy (k c ban ngy v ban m). - Ca ra, vo ca khch sn : c b tr thun tin, ti thiu phi c 2 ca, ca dnh ring cho khch v ca dnh ring cho cn b, cng nhn vin phc v trong khch sn. - Ch xe : Khch sn phi b tr ch xe cho khch. - Bung : Din tch ti thiu ca bung ng, phng v sinh (m2) 2

+ Bung ng: + Bung 2 phng: 22 m2 + Bung n : 9 m2 + Bung i: 14 m2 + Bung 3, 4 ging:18 m2 + Phng v sinh:4 m2 Cc khch sn phc v khch vi mc ch ngh dng (ngh bin, ngh ni...) nn c din tch t thm ging th 3 (trong trng hp khch yu cu). + Snh : Snh n tip (ni c ca ra, vo chnh ca khch sn) phi rng n khch, ph hp vi quy m ca khch sn. + Phng v sinh cc khu vc cng cng (khu vc n tip, phng n...) c phng cho nam v n ring. 2. Trang thit b, tin nghi phc v: - H thng in : + chiu sng m bo theo yu cu ca tng khu vc. + n cp cu phng khi c s c xy ra. + Cung cp in y 24/24 gi cho sinh hot v phc v. - H thng nc : + Nc cho sinh hot v phng chy, cha chy 24/24 gi. + Cp nc nng : 24/24 gi. + H thng x l nc thi v cht thi, m bo tiu chun v v sinh mi trng. - Trang thit b phng chy, cha chy : C h thng bo cu ho v phng tin phng chy, cha chy. - Phng v sinh cng cng : c trang b my h tay, hoc khn tay, giy lau tay. 3. Dch v v mc phc v Cc dch v c qui nh theo tng hng khch sn v phi lun sn sng phc v. 4. Nhn vin phc v - V nghip v : Nhng ngi qun l v nhn vin phc v phi qua o to v b tr theo ng nghip v chuyn mn. - V sc kho : Nhng nhn vin phc v phi qua kim tra sc kho (c giy chng nhn). - V trang phc : Nhng ngi qun l v nhn vin phc v phi mc ng phc ng theo quy nh ca khch sn i vi tng chc danh v tng b phn dch v trong thi gian lm vic ti khch sn. 5. V sinh 3

Thc hin cc bin php bo m yu cu v v sinh trong cc lnh vc sau : + V sinh mi trng, cnh quan xung quanh khch sn + V sinh cc khu vc trong khch sn. + V sinh trang thit b, dng c phc v khch. + V sinh thc phm. + V sinh c nhn (i vi nhn vin phc v) B-YU CU I VI TNG HNG I-Yu cu v v tr, kin trc Cc ch tiu 1 sao 2 sao 3 sao 4 sao 5 sao 1. V tr - Giao thng - Giao thng - Giao thng - Giao thng - Giao thng thun tin thun tin thun tin thun tin thun tin - Mi trung, - Mi trung, - Mi trung - Mi trung - Mi trung cnh quan cnh quan cnh quan cnh quan cnh quan m bo v m bo v sch, p sch, p sch, p sinh sinh 2. Thit k - Thit k kin- Thit k kin - Kin trc, xy- Kin trc, xy- Kin trc c kin trc trc t tiu trc t tiu dng p, vt dng kiu bit, kiu dng chun, c th chun, vt liu liu xy dng dng p, vt p, vt liu s dng thit xy dng tt tt, ni ngoi liu xy dng xy dng cao k mu tht c thit cht lng cp. Ni ngoi k hp l cao, ni ngoi tht c thit tht c thit k p, trang k hp l, p nh, ton cnh c thit k thng nht 3. Qui m - C ti thiu - C ti thiu - C ti thiu - C ti thiu - C ti thiu khch sn (s 10 bung 20 bung 50 bung 80 bung 100 bung lng bung) 4. Khng gian - Chu cy - C sn tri, - C sn, - Khng bt - C sn v xanh xanh t chu cy xanh vn cy xanhbuc i vi vn rng nhng ni nhng ni (Khng bt cc khch sn (Khng bt cng cng cng cng buc i vi trung tm buc i vi cc khch sn thnh ph) cc khch sn trung tm trung tm thnh ph) thnh ph) 5. Khu vc - C ni gi - C ni gi xe- C ni gi xe- Ni gi xe Ni gi xe gi xe xe cho khch cho khch cho khch trong khu vc trong khu vc ngoi khu vcngoi khu vc ngoi khu vc khch sn, khch sn, khch sn khch sn khch sn cho 30 % tng cho 50 % tng s bung s bung (Khng bt (Khng bt buc i vi buc i vi cc khch sn cc khch sn xy dng xy dng trc ngy trc ngy 4

1/1/1995 ) 1/1/1995 ) - Cc phng - Cc phng n u, n u, - Cc phng - Cc phng tic tic - Phng n - Cc phng c sn n c sn - Bar - Cc bar - Bar m (c - Bar m (c sn nhy v sn nhy v dn nhc) dn nhc) 7. Khu phc - Phng lm - Phng lm - Phng lm - Phng lm - Phng lm v hnh chnhvic ca vic ca Gim vic ca Gim vic ca Gim vic ca Gim Gim c, c, Ph Gim c, Ph Gim c, Ph Gim c, Ph Gim Ph Gim c c c c c - Phng - Phng tip - Phng tip - Phng tip - Phng nghip v khch khch khch nghip v chuyn mn - Cc phng - Cc phng - Cc phng chuyn mn - Phng trc nghip v nghip v nghip v - Phng trc (chung cho tt chuyn mn, chuyn mn, chuyn mn, (chung cho c cc bung k thut k thut k thut tt c cc trong khch - Phng trc - Phng trc - Phng trc bung trong sn) tng tng tng khch sn) - Phng cho - Phng cho - Phng cho - Phng cho - Phng cho nhn vin nhn vin nhn vin nhn vin nhn vin phc v : phc v : phc v : phc v : phc v : + Phng thay + Phng thay + Phng thay + Phng thay + Phng thay qun o qun o ring qun o ring qun o ring qun o + Phng tm, cho nam v ncho nam v ncho nam v n + Phng tm, v sinh v sinh + Phng tm, + Phng tm, + Phng tm, - Kho v sinh ring v sinh ring v sinh ring - Khu bp, - Kho cho nam v ncho nam v ncho nam v n kho bo qun - Khu bp, kho thc phm boqun thc + Phng n + Phng n Khu bp: phm - Khu git l cho nhn vin cho nhn vin Tng p Khu bp : - Kho phc v phc v gch men s, Tng p - Khu bp, kho - Khu git l - Khu git l cao ti thiu 2 gch men s, bo qun thc - Kho - Kho m, sn lt vt cao ti thiu 2 phm - Khu bp, - Khu bp, kho liu chng m sn lt vt Khu bp : kho bo qun bo qun thc trn liu chng +Tng phi thc phm phm trn. p gch men Khu bp : Khu bp : s, cao ti + Tng p +Tng p thiu 2 m, sn gch men s, gch men s, lt vt liu cao ti thiu 2 cao ti thiu 2 C h thng chng trn m, sn lt vt m, sn lt vt thng gi tt +Khu vc ch liu chng trnliu chng trn bin thc n 6. Cc loi phng n, ung - Phng n - Bar thuc phng n - Phng n - Bar thuc phng n - Cc phng n - Bar 5

C h thng thng gi tt

nng, ngui c tch ring C h thng thng gi tt

+ Khu vc ch + Khu vc ch bin thc n bin thc n nng, ngui, nng, ngui bp bnh ringring bit bit + Trang b + Trang b kho lnh, cc kho lnh, cc kho thng kho thng thong thong + C ca cch + C ca cch m, cch nhit m, cch nhit v cch mi, v cch mi, phng m phng m gia bp v gia bp v phng n. phng n. C h thng C h thng thng gi tt thng gi tt

II- Yu cu v trang thit b, tin nghi Cc ch tiu 1 sao 2 sao 3 sao 1. Yu cu v - Cht lng - Cht lng - ng b, cht lng m bo kh. Bi tr hi cht lng m thut cc Bi tr hi ho ho (Tham tt. trang thit b (Tham kho kho Ph lc Bi tr hi ho trong cc khu Ph lc 3) 3) (Tham kho vc (tip tn, i vi bung i vi bung ph lc 3) bung, phng ng : ng : i vi bung n, bp v - Trang tr ni - Trang tr ni ng : cc dch v tht hi ho, tht hi ho, - Trang tr ni khc ) nh sng nh sng. tht hi ho, lng kh Trang thit b nh sng. ng b, cht Trang thit b lng tt ng 4 sao 5 sao - ng b, - ng b, hin cht lng i, cht lng cao. cao, trang tr Bi tr hi ho, ngh thut, thun tin hp dn (Tham kho (khuyn khch Ph lc 3) mang tnh dn i vi bung tc). (Tham ng : kho Ph lc - Trang tr ni 3) tht p, hi i vi bung ho, nh ng : sng. Trang - Trang tr ni thit b ng tht p, hi b, cht lng ho, nh cao. sng. Trang thit b ng b, hin i cht lng cao - C thm tri - C thm cht - C thm tri ton b trong lng cao tri cht lng cao bung ng ton b trong tri ton b bung ng, trong bung hnh lang, cu ng, hnh lang, thang. cu thang - C iu ho - C iu ho - C iu ho 6

2. Yu cu v thm

3. Thit b

- m bo

- m bo

iu ho thng thong thng thong nhit cc thng thong cc khu cc khu vc khu vc cng trong cc khu vc cng vc chung 4. H thng lc nc

nhit cc nhit trung khu vc cng tm cc khu cng vc cng cng

- C h thng - C h thng lc nc, c lc nc, c th ung trc th ung trc tip. tip 5. Thang my - T 4 tng - T 4 tng tr - T 3 tng tr - T 3 tng tr - T 3 tng tr tr ln c ln c thang ln c thang ln c thang ln c thang thang my my ring cho my ring cho my ring cho my ring cho ring cho khch, cho khch, cho khch, cho khch, cho khch, cho nhn vin nhn vin nhn vin nhn vin phc nhn vin phc v v phc v v phc v v v v hng phc v v hng ho hng ho hng ho ho hng ho - C thang - C thang my my phc v phc v khch khch b tn b tn tt tt 6. Trang thit Xem Ph lc - Nh 1 sao - Nh 2 sao - Nh 3 sao + kho in b bung ng s 1 C thm : C thm : C thm : t dng th vi : g : in : + Tm ph + Bn salon, 2 + Bng iu chn gh khin cnh + Tm ph + Bn trang ging (iu ging im, gh khin cc in : in : in) + Chung gi + Ti vi cho + Ti vi mu vi ca 100% tng s mch VIDEO + Ti vi cho 90 bung cho 100% tng % + iu ho s bung, c tng s bung, nhit cho trung tm pht c ng ten v 100 % tng s hnh ca tinh bung khch sn. + iu ho + T lnh (mini + Radio nhit cho bar) cho 100% casette hoc 90 % tng s tng s bung h thng nhc bung + Thit b bo trung tm ca + T lnh cho chy khch sn 90 % tng s Cc loi khc : + My FAX bung cho nhng Cc loi khc : + Tranh treo bung c bit tng + Bn chi + B n nh giy, bn hoa qu, dng chi qun o c m bia, ru + Mt nh 7

7. Trang thit - Xem Ph lc- Nh 1 sao b phng v s 2 sinh

giy - Nh 2 sao - Nh 3 sao C thm : C thm : + Bn tm + Bn tm nm (hoc nm (hoc phng tm phng tm knh) cho 50 %knh) cho 100 tng s bung % tng s + in thoi bung + My sy tc + o chong + Mn che bn sau khi tm tm + M tm + Nc gi u + Dao co ru + Bng ngoy tai + Ti ny lng b giy v sinh ph n

- Nh 4 sao C thm : + Bn tm nm (cho 100% s bung)v phng tm knh (cho 30% tng s bung + Du xoa da + Cn kim tra sc kho + Thit b v sinh cho ph n (bi) + Bng v sinh ph n

III-Yu cu cc dch v trong khch sn v mc phc v Cc ch tiu 1. Phc v bung 1 sao 2 sao 3 sao - Thay ga, gi - Nh 2 sao - ng b, ging ng 1 C thm : cht lng ln/ 2 ngy - t phong b, tt. - Thay khn giy vit th, Bi tr hi ho mt, khn bn thnh (Tham kho tm 1 ln/1 ph Ph lc 3) ngy i vi bung - V sinh ng : phng hng - Trang tr ni ngy, nim tht hi ho, phong thit b nh sng. v sinh v Trang thit b cc ng b - Nhn vin trc bung 24/24h 2. Phc v n - S gi phc - S gi phc - S gi phc ung v n, ung, v n, ung, v n, ung, gii kht t 6 gii kht t 6 gii kht t 6 n 22 gi n 22 gi n 24 gi - Cc loi - Phc v n, - Phc v n 8 4 sao - Nh 3 sao C thm : - Thay khn mt, khn tm 2 ln/ 1 ngy - t hoa ti (hng ngy) - t qu ti (hng ngy) - t bo, tp ch (hng ngy) 5 sao - Nh 4 sao C thm : - V sinh phng 2 ln/ 1 ngy

- S gi phc v n, ung, gii kht t 6 n 24 gi - Phc v n

- S gi phc v n, ung, gii kht 24/24 gi - Phc v n

dch v n, ung : phc v cc mn n u, , tic vi s lng cc mn n hn ch v cc mn n d ch bin; phc v mt s loi nc gii kht thng dng

3. Cc dch v b sung khc

ung ti bung ung ti bung ung ti ung ti bung nu khch c nu khch c bung nu nu khch c yu cu yu cu khch c yu yu cu - Cc dch v - Cc dch v cu - Phng n c n, ung: phc n, ung : - Phng n sn phc v t v cc mn n phc v cc c sn phc 6 - 24 gi u, , tic vi mn n u, , v t 6 - 24 - Cc dch v s lng mn tic vi s gi n ung : phc n phong ph lng phong - Cc dch v v cc mn n hn v cc ph, ch bin n ung : phc u, , tic cao loi mn n c cc mn v cc mn n cp, c c ch bin i n c k thut u, , tic cao sn Vit Nam, hi k thut cao, m bo cp; phc v quc t; phc cao hn so vi cht lng tt; nc gii kht v nc gii cc khch sn phc v nc cc loi (do kht cc loi 1 sao; phc v gii kht cc khch sn t (do khch sn mt s loi loi (do khch pha ch). Mn t pha ch). nc gii kht sn t pha n, ung Mn n, ch) cht lng ung cht cao, thc n lng cao, thng xuyn thc n thay i thng xuyn - Phc v n thay i sng t chn - Phc v n sng t chn -n tip - Nh 1 sao - Nh 2 sao - Nh 3 sao - Nh 4 sao (Reception) C thm : C thm : C thm : C thm : trc 24/24 gi- Nhn gi tin - Cho thu vn - Ca hng - Phng chiu v vt qu ho phm, lu nim, bch phim hoc ho - Nhn gi (c phng an dng c th ho, m phm nhc tin v vt ton) thao (thay quy lu - Phng hi qu (ti l - Quy lu - Phng hp nim m ngh vi cc tn) nim, m - Phng khiu phm) thit b phc v - i tin phm v - Phng ct hi ngh v ngoi t - Ly v my - Dch v xe tc nam, n thit b dch - Dch v bu bay, tu xe taxi (c xe t - Ly v xem thut in gi th ca khch nhc, kch - Cho thu t cho khch sn) - Git l ly (khch t li) - nh thc - Cc dch v : ngay trong - Thng tin : khch Bn tem, gi ngy Bu in v - Chuyn th, fax, ra - nh giy, quy thng tin hnh l cho nh, nh sa cha giy.- May o khch t xe my, - Dch v thm ln bung photocopy - Chp nh, m ng - Dch v quay Video - Sn tennis - Git l thng tin - Phng hi - Dch v cho - Dch v y t, - in thoi ngh c phin ngi tn tt cp cu : c trong bung : dch (tin nghi, 9

t thuc vi cc loi thuc cp cu thng dng - in thoi cng cng - in thoi trong phng: Gi c lin tnh v Quc t thng qua in tn vin

Gi c lin - Dn nhc tnh, thnh ph - Dch v dch trc tip t thut phng - Cu lc b - B bi (vng gii tr bin) - Phng tp - Xe y cho th thao ngi tn tt - Phng xng hi, xoa bp - Phng y t nh - B bi - Sn tennis (vng bin )

phng cho ngi tn tt, ngi phc v) - Trng gi tr

IV-Yu cu v nhn vin phc v Cc ch tiu 1. Chuyn mn, nghip v, hnh thc 1 sao 2 sao 3 sao 4 sao 5 sao i vi cn i vi cn b i vi cn b i vi cn b i vi cn b b qun l qun l khch qun l khch qun l khch qun l khch khch sn sn (Gim sn (Gim sn (Gim sn (Gim c) (Gim c) c) c) c) - Trnh vn - Trnh vn - Trnh vn - Trnh vn - Trnh vn ho : i hc ho : i hc ho : i hc ho: i hc ho: i hc - Trnh - Trnh - Trnh - Trnh - Trnh chuyn mn : chuyn mn : chuyn mn : chuyn mn : chuyn mn : + qua kho + qua kho + qua kho + qua kho + qua hc qun tr hc qun tr hc qun tr hc qun tr kho hc kinh doanh kinh doanh kinh doanh kinh doanh qun tr kinh khch sn khch sn khch sn khch sn doanh khch hoc qun l hoc qun l hoc qun l hoc qun l sn ti thiu 3 kinh t du lch kinh t du lch kinh t du lch kinh t du lch thng ti thiu 3 ti thiu 6 ti thiu 1 nm ti thiu 1 nm + cng tc thng (nu thng (nu (nu khng (nu khng ti khch sn khng phi l khng phi l phi l i hc phi l i hc ti thiu 1 i hc i hc chuyn ngnh) chuyn ngnh) nm chuyn ngnh) chuyn ngnh) + tham gia - Trnh + tham gia cng tc qun ngoi ng: + cng tc + tham gia cng tc qun l (tng phn) bit mt ngoiti khch sn cng tc qun l (tng phn) trong khch ng thng ti thiu 1 nm l (tng phn) trong khch sn ti thiu 3 dng (bng trong khch sn ti thiu 3 nm B), kh - Trnh sn ti thiu 2 nm - Trnh nng giao tipngoi ng: bitnm - Trnh ngoi ng: bit mt ngoi ng - Trnh ngoi ng: bitmt ngoi ng - Hnh thc thng ngoi ng: bitmt ngoi ng thng dng bn ngoi : dng(bng B), mt ngoi ng thng dng mc thng 10

khng c d kh nng tt, c kh giao tip nng giao tip- Hnh thc bn ngoi : khng c d tt, c kh nng giao tip

thng dng mc thng tho (bng C), giao tho - Hnh thc tip thng tho - Hnh thc bn ngoi : bn ngoi : khng c d tt, - Hnh thc khng c d phong cch bn ngoi : tt, phong giao tip lch khng c d cch giao tip s, sang trng tt, phong lch s, sang cch giao tip trng lch s, sang trng i vi nhn i vi nhn i vi nhn i vi nhn i vi nhn vin phc v : vin phc v : vin phc v : vin phc v : vin phc v : - T l c - T l c -T l c -T l c -T l c o to o to o to o to o to chuyn chuyn mn, chuyn mn, chuyn mn, chuyn mn, mn, nghip v nghip v (tr nghip v (tr nghip v (tr nghip v (tr (tr nhng lao nhng lao nhng lao nhng lao nhng lao ng n gin) ng n ng n ng n ng n : 100% gin) : 90% gin) : 95% gin) : 100% gin) : 100% - Ngoi ng : - Ngoi ng : - Ngoi ng : - Ngoi ng : Ngoi ng : Nhn vin trc Nhn vin Nhn vin trc Nhn vin trc Nhn vin trc tip phc v trc tip phc tip phc v tip phc v tip phc v bit 1 ngoi v bit 1 bit 1 ngoi bit 1 ngoi bit 1 ngoi ng thng ngoi ng ng thng ng thng ng thng dng mc thng dng dng trong dng mc dng mc thng tho trong phm vi phm vi giao thng tho thng tho Ring tip tn giao dch dch - Ngoi hnh Ring tip tn vin, in thoi - Ngoi hnh - Ngoi hnh cn i, khng vin, in vin, Maitre d cn i, cn i, khng c d tt, c thoi vin, Hotel (mt-khng c d c d tt, c kh nng giao Maitre d Hotel ten) : bit 2 tt, c kh kh nng giao tip (c bit (mt--ten) : ngoi ng nng giao tiptip (c bit i vi nhn bit 1 ngoi mc thng (c bit i i vi nhn vin trc tip ng thng tho vi nhn vin vin trc tip phc v) tho v 1 - Ngoi hnh trc tip phc phc v) ngoi ng cn i, khng v) trong phm vi c d tt, c giao tip kh nng giao - Ngoi hnh tip (c bit cn i, khng i vi nhn c d tt, c vin trc tip kh nng giao phc v) tip (c bit - Ngoi hnh i vi nhn cn i, khng vin trc tip c d tt, c phc v) kh nng giao tip (c bit i vi nhn 11

2. Cht lng- Cht lng v thi phc v v phc v thi phc v tt

- Cht lng phc v v thi phc v tt

- Cht lng phc v v thi phc v tt

- Cht lng phc v v thi phc v rt tt, tn tnh, chu o lun sn sng p ng mi yu cu chnh ng ca khch

vin trc tip phc v) - Cht lng phc v hon ho, thi phc v tn tnh, chu o, lun sn sng p ng mi yu cu chnh ng ca khch.

12

Ph lc 1 TRANG THIT B NI THT BUNG KHCH SN 1 SAO 1- g - Ging ng - Bn u ging - T qun o - Bn v gh ngi lm vic (c th t thm gng lm bn trang im) - Bn tr, gh - Hp mn (trong trng hp c mui) - Gi hnh l 2- vi - m mt c vi bc - Ga tri ging - Gi - Chn len c v bc - Ri che ca 2 lp (vi mng mu sng, vi dy mu ti ) 3- in - in thoi - n u ging - n bn lm vic - n phng - Ti vi cho 80 % s bung - iu ho nhit cho 80 % s bung (cn li dng qut in ) - T lnh cho 80 % s bung 4- snh s, thu tinh - B m chn ung tr (nu khch c yu cu ) - Phch nc (nu khch c yu cu ) - Cc thu tinh - Bnh nc lc - Gt tn thuc l 5- Cc loi khc - Mt thn trn ca bung - Dy kho xch (kho an ton cho phng ng) - Mc treo qun o ( trong t ) - Dp i trong nh (mi ging mt i ) - St ng rc - Ti kim ch - Ti ng git l - Cp da ng : cc n phm qung co dch v trong khch sn v gi c, danh b in thoi, ni quy khch sn, ni quy v s lng trang thit b, bng khng quy ry

13

Ph lc 2 TRANG THIT B PHNG V SINH KHCH SN 1 SAO (Trong bung ng ca khch) - Chu ra mt (Lavabo) - Bn cu bt c np - Vi tm hoa sen di ng - Vi nc nng, lnh (ho c vo nhau) - Gi knh trn lavabo ( hoc b ) - Gng soi (trn Lavabo) - Gi treo khn mt, khn tm - Khn mt v khn tm - Mc treo qun o khi tm - X phng tm - Cc nh rng - Bn chi nh rng, kem nh rng - Hp ng giy v sinh v cun giy v sinh - St ng rc nha c np

14

Ph lc 3 CHT LNG TRANG THIT B CA TNG HNG KHCH SN (Dng tham kho) Loi trang thit b Khch sn loi 1, 2 sao Khch sn loi 3, 4, 5 sao I- Bung 1- g C th dng bn sn, G cht lng cao (tm, p, khng b st, xc ..., ng sn, p...)p. Thit k kiu mu vi cc trang thit b dng p, ng b v mu khc trong phng (khng sc, kiu dng, kch c v nn dng bn, gh nha) ng mu vi cc trang thit b khc trong phng, th hin c s sang trng, lch s 2- vi - Ga (bc m, bc gi) - Ga (bc m, bc gi) dng dng vi coton trng, khng vi coton trng, khng xy xy ra tnh trng b , ra tnh trng b , thng... thng... - Ri 2 lp : Lp dy c th - Ri 2 lp : Lp dy c dng bng vi thun th dng bng vi thun - Tm ph ging c th dng - Tm ph ging c th vi thun (Ri , tm ph dng vi thun ging phi cng gam mu, (Ri , tm ph ging phi ph hp vi mu trang thit b cng gam mu, ph hp vi khc v mu ca tng) mu trang thit b khc v - Khn mt, khn tm bng mu ca tng) si bng trng, khng xy ra tnh trng b ng mu. - Khn mt, khn tm bng - m : Dng loi dy 20 cm, si bng trng, khng xy n hi tt ra tnh trng b ng mu - Ga (bc m, bc gi) dng vi coton trng - Ri 2 lp : Lp dy c th dng bng vi th, cng; lp mng bng ren trng. - Tm ph ging bng vi th dy (hoc trn bng) - Thm mn, c kh nng chng chy (Ri , tm ph ging, thm tri phi cng gam mu, ph hp vi mu trang thit b khc v mu ca tng) - Khn mt, khn tm bng si bng trng, c in chm biu tng v tn ca khch sn 3- in C th s dng iu ho (2 Nn dng iu ho trung tm, chiu) ring cho tng phng, v tuyn t 21 Inch tr ln, t khng c ting n, khng b lnh nh 50 lt. 15

4- snh s, thu tinh

r r; v tuyn c th dng loi 14 Inch; t lnh 50 lt. Cc loi in lun m bo hot ng tt. - Cc, tch c th s dng loi bn sn, nhng cn m bo s ng b - Lavabo, bn tm, bn cu c th s dng hng sn xut ti a phng, khng tnh trng b , nt.

Cc loi in nn s dng ca cc hng c cht lng tt v rt tt. - Cc, tch nn s dng loi men trng, c in biu tng, tn ca khch sn - Lavabo, bn tm, bn cu nn dng men trng ca nhng hng sn xut c cht lng tt v rt tt.

II- Phng n 1- vi 2- Dng c n, ung

3- g (bn gh)

III- Tip tn (ch yu l g)

IV- Bp

Khn tri bn bng vi coton Khn tri bn bng vi coton trng trng - Bt, a, chn... c th - Bt, a, chn... nn dng dng bn sn, m bo loi men trng, c in biu ng b, khng tnh trng tng, tn ca khch sn. C b st lu ti tnh cht ca tng loi phng n m s dng cho ph hp - Tha, da nn dng bng Inox (nn c mt s lng nht nh tha, da bng bc dng trong nhng ba tic sang trng) - a n nn dng bng nha C th dng bn sn Dng g c cht lng tt, (khng nn dng nha) kiu dng p. c bit i vi gh ngi n nn dng gh bc m, mu sc trang nh, hi ho, th hin c s sang trng, lch s. - Bn gh trong khu vc tin - Quy tip tn nn dng bng snh c th dng mua g cht lng cao (tm, p, sn sn, p...) kiu dng p. - Bn gh trong khu vc tin snh nn dng bn, gh salon, m bc vi th, mu sc, hi ho, trang nh - Bn s ch, ch bin, dng - Bn s ch, ch bin nn c nu lun m bo sch bc bng Inox s. - Dng c nu lun m bo mi, sch.

16

BIU IM XP HNG KHCH SN DU LCH ( Ban hnh km theo Quyt nh s 02/2001/Q- TCDL ngy 27-4-2001 ca Tng cc Du lch) Tn cng ty: Tn khch sn::. 17

a ch khch sn:: Ngy kho st::.. Ngi chm::. Cc ch tiu im im chun thc t (1) 1.Yu cu v v tr, cht lng kin trc xy dng 1.01. V tr: - V tr c bit - V tr tt - V tr kh - V tr bnh thng 1.02. Thit k khch sn: - Khch sn xy dng p, c o, ton cnh c thit k thng nht - Khch sn xy dng kh, ni ngoi tht c b tr hp l - Khch sn t tiu chun 1.03. Thit k khch sn th hin tnh dn tc 1.04. Khng gian xanh: - C sn v vn rng - C sn hoc vn nh - C sn tri, chu cy xanh cc ni cng cng 1.05. Khu gi xe cho khch: - C ch xe cho 50% s bung khch tr ln - C ch xe cho 30% s bung khch tr ln - C ch xe cho 20% s bung khch tr ln - C ch xe cho 15% s bung khch tr ln - C ch xe 1.06-1.07: Tin snh 1.06. Din tch: (c tnh c din tch bar snh nu khng c vch ngn gia bar v snh) - 120m2 tr ln - 80m2 tr ln - 60m2 tr ln - 40m2 tr ln 18 (2) Ghi ch

(3)

20 15 10 5 6 4 2

7 5 3 7 6 5 4 2

5 4 3 2

- 20m2 tr ln 1.07.Thit k ni tht: - Thit k ni tht rt tt - Thit k tt - Thit k kh - Thit k bnh thng 1.08-1.10: Bung ng 1.08. Din tch bung (Ch chm 1 trong 2 trng hp di y): * i vi bung i(loi bung 2 ging, tnh cho khch sn c s phng i chim t l cao nht): - 18 m2 tr ln - 14 m2 tr ln * i vi bung n:(loi bung 1 ging, tnh cho khch sn c s phng n chim t l cao nht) - 14m2 tr ln - 12m2 tr ln - 09m2 tr ln 1.09. cch m: - Cch m tt, khng c ting ng bn ngoi vo - Cch m cha hon ho, nhng ting ng ngoi vo cng khng nhiu 1.10. Sn nh (phng ng): - Lt bng vt liu cht lng cao (Thm loi tt) - Lt bng vt liu cht lng tt - Lt bng vt liu cht trung bnh 1.11-1.15: Phng v sinh: 1.11: Din tch phng v sinh: - 7m2 tr ln - 6m2 tr ln - 5m2 tr ln - 4m2 tr ln 1.12. Vt liu xy dng: - Lt bng vt liu cht lng cao, ton b - Lt bng vt liu cht lng tt, mt phn - Lt bng vt liu cht lng bnh thng 1.13. nh sng tt 1.14.Thng gi tt 1.15. Thit k ni tht 19

1 4 3 2 1

2 1

3 2 1 4 2 4 2 1

5 4 3 2 4 2 1 2 2

-Thit k ni tht tt -Thit k ni tht bnh thng: 1.16 1.18: Phng n, Bar 1.16. Thit k ni tht: - Thit k ni tht rt tt, hon ho - Thit k ni tht tt - Thit k ni tht kh - Thit k ni tht trung bnh 1.17. V tr phng n: Khng tch ri khu , khch c th n trc tip 1.18. Cc loi v s lng phng n, ung: - Phng n (ti thiu 50 ch mi phng, tr phng n c sn) + 3 phng tr ln + 2 phng + 1 Phng - Phng tic (ti thiu 20 ch/1 phng) + 3 phng tr ln + 2 phng + 1 phng - Bar + 3 quy ngoi phng n tr ln + 2 quy ngoi phng n + 1 quy ngoi phng n + Quy bar trong phng n + Bar m - Phng n c sn (ti thiu 30 ch /1 phng) + 4 phng hoc hn + 3 phng + 2 phng + 1 phng 1.19-1.25 Bp - Kho 1.19. phng tin ngn ting ng, cch mi thc n, hi nc 1.20. H thng thng gi tt 1.21. Dy chuyn ch bin m bo thun tin, mt chiu (T khu bo qun s ch n ch bin) 1.22. Din tch tng xng vi quy m phng n trong khch sn 1.23. Sn nh lt vt liu chng trn 20

4 2

5 4 3 1 2

5 3 1 3 2 1 5 4 3 1 2 4 3 2 1 4 3 3 3 2

1.24. Tng p gch men s (cao ti thiu 2m) 1.25. kho bo qun thc phm: 2.Trang thit b, tin nghi phc v: 2.01 - 2.11: Bung ng: 2.01.Cht lng trang thit b: - g: + p, sang trng, cht lng cao + p, cht lng tt + Cht lng kh + Cht lng trung bnh - vi + Cht lng cao + Cht lng tt + Cht lng kh + Cht lng trung bnh - in + Cht lng cao + Cht lng tt + Cht lng kh + Cht lng trung bnh - snh s, thy tinh v cc loi khc: + Cht lng cao + Cht lng tt + Cht lng kh + Cht lng trung bnh 2.02. Mc ng b, hi ha: - Cc loi trang thit b ng b, bi tr p, sang trng - Cc loi trang thit b ng b, bi tr hi ha - Cc loi trang thit b ng b, bi tr hp l 2.03. Trang thit b v trang tr bung ng th hin bn sc dn tc 2.04. Kch thc ging ng n: - 2,0m x 1,2m tr ln 2.05. n - n bn lm vic - n u ging (iu chnh c sng) 2.06. Ti vi - 100% s phng 21

2 2

30 25 10 5 20 15 10 5 20 15 10 5 20 15 15 5 10 5 1 10 2 1 1 4

- 90% s phng tr ln - 80% s phng tr ln - Tivi bt c nhiu knh Quc t - Tivi bt c chng trnh ring ca khch sn 2.07. u Video: 2.08. iu ho nhit : - 100% s phng - 90% s phng tr ln - 80% s phng tr ln 2.09-T lnh - 100% s phng - 90% s phng tr ln - 80% s phng tr ln 2.10. Cc trang thit b khc c tnh im gm: (nu c y c 24 im) g + Bn trang im ( c th cng vi bn lm vic) in + Chung gi ca + Thit b bo chy + Bng iu khin u ging (tivi, iu ha, radio, n) + Radio- casette + My fax vi + Tm ph ging + Thm chi chn snh s, thy tinh + Gng soi c ngi Cc loi khc + Kt gi tin v vt qu + Tranh treo tng + B n hoa qu v dng c m bia, ru + Bn chi qun o + Bn chi nh giy, mt (hoc giy) lau giy + kha in t dng th ( ca bung ng) + Trong cp dng ti liu c thm: * Giy vit th, phong b, bt 22

3 2 2 2 2 4 3 2 4 3 1

2 1 2 2 1 1 1 1 1 2 1 1 1 1 2 1

* Bn thnh ph * Bo * Tp ch 2.11. Cc loi trang thit b ti thiu (khng tnh im) phi bo m y nh quy nh ti khch sn 1 sao gm: g: + Ging ng + Bn u ging + T qun o + Bn lm vic, gh ngi lm vic + Bn tr, gh + Hp mn (trong trng hp c mui) + Gi hnh l vi + m mt c vi bc + Ga tri ging (mu trng) + Gi + Chn len c v bc + Ri che ca 2 lp (vi mng mu sng, vi dy mu ti) in + in thoi + n u ging + n bn lm vic + n phng + Tivi cho 80% s bung + iu ha nhit cho 80% s bung (cn li dng qut in) + T lnh cho 80% s bung snh s thy tinh: + B m chn ung tr (nu khch c yu cu) + Phch nc (nu khch c yu cu) + Cc thy tinh + Bnh nc lc + Gt tn thuc l Cc loi khc + Mt thn trn ca bung + Dy kha xch (kha an ton cho bung ng) + Mc treo qun o ( trong t) 23

1 1 1

+ Dp i trong nh (mi ging mt i) + St ng rc + Ti kim ch + Cp ng ti liu gm c cc n phm qung co c dch v trong khch sn v gi c, dnh b in thoi, ni quy khch sn, ni quy v s dng trang thit b , bng khng quy ry 2.12 - 2.13. Phng v sinh: 2.12. Cht lng (ch yu l cc snh, s) - Cht lng cao - Cht lng tt - Cht lng kh - Cht lng trung bnh 2.13. Cc trang thit b sau y c tnh im nh sau: (nu c y c 21 im) + Chu ra mt (lavabo) + Bn cu bt c np + Bn tm ( hoc phng tm knh) + Mn che bn tm + Thit b v sinh cho ph n(bi) + in thoi (ni thm t bung ng) + cm dnh co ru + My sy tc + Cn kim tra sc kho + Du xoa da + Nc gi u + M tm (mi ging mt ci) + o chong sau khi tm 2.14. Cc trang thit b ti thiu (khng tnh im) phi bo m y theo quy nh ca khch sn 1 sao, gm: + Chu ra mt (lavabo) + Bn cu bt c np + Vi tm hoa sen di ng + Vi nc nng lnh (ho c vo nhau) + Gi knh trn lavabo (hoc b ) + Gng soi (trn lavabo) + Gi treo khn mt, khn tm + Khn mt, khn tm + Mc treo qun o khi tm 24 20 15 10 5

3 3 3 1 2 2 1 1 1 1 1 1 1

+ X phng tm + Cc nh rng + Bn chi nh rng, kem nh rng + Hp ng giy v sinh v cun giy v sinh + St ng rc nha c np 2.15 - 2.17. Phng n - Bar: 2.15. Cht lng : - g: + p, sang trng, ng b, cht lng cao + p, ng b, cht lng tt + ng b, cht lng kh + ng b, cht lng trung bnh - vi (khn tri bn, khn n...) + Cht lng cao + Cht lng tt + Cht lng kh + Cht lng trung bnh - Dng c n ung: - y , ng b, cht lng cao, ph hp vi cc mn n - y , ng b, cht lng tt - y , ng b, cht lng kh - y , ng b, cht lng trung bnh 2.16. Bi tr (th hin vic sp xp trang thit b, trang tr n, tranh nh, cy cnh....) - Bi tr p, sang trng - Bi tr p - Bi tr hi ho 2.17. Trang thit b bi tr trong phng n c sn Vit Nam (nu c) mang tnh dn tc 2.18. Khu vc bp - Trang thit b y , ng b v cht lng cao - Trang thit b y , ng b v cht lng tt - Trang thit b y , cht lng kh - Trang thit b y , cht lng trung bnh 2.19-2.20. Khu vc tin snh 2.19. Cht lng v bi tr: - Trang thit b p, ng b, sang trng,cht lng cao 25

20 15 10 5 10 7 5 1 20 15 10 5

5 3 1 5 10 7 5 1

20

- Trang thit b p, ng b, cht lng tt - Trang thit b ng b, cht lng kh - Trang thit b ng b, cht lng trung bnh 2.20. Trang thit b, bi tr khu vc tin snh th hin c tnh dn tc 2.21-2.27. Khu vc cng cng khc: 2.20.Thang my (ring cho khch, nhn vin phc v v hng ho) - t quy nh: + T 3 tng tr ln c thang my + T 4 tng tr ln c thang my - Cht lng: + Cht lng cao + Cht lng tt + Cht lng kh + Cht lng trung bnh 2.22. C h thng bo cu ho - Phng tin phng, cha chy (y , hot ng tt) 2.23. Cu thang thot him khi c s c 2.24. H thng in - Cung cp in y 24/24 gi (c bin th ring ca khch sn) - chiu sng m bo theo yu cu ca tng khu vc - n cp cu phng khi c s c xy ra 2.25. H thng x l nc (nc c th ung c trc tip) 2.26. Thit b iu ho, thng thong(tnh cho c tin snh, phng n, hnh lang...): - iu ho trung tm, cht lng cao - iu ho khi, cht lng tt - iu ho ring ca tng khu vc, cht lng kh - iu ho ring ca tng khu vc, cht lng trung bnh 2.27. H thng my quay phim (camera) theo di cc khu vc cng cng trong khch sn 3. Yu cu v cc dch v v mc phc v 3.01-3.05. Bung ng 3.01. t hoa qu hng ngy 3.02. t hoa ti hng ngy 3.03.Thay ga, gi: - 2 ln/1 ngy - 1 ln/1 ngy 26

15 10 5 10

2 1 5 3 2 1 5 5 3 2 1 2 2

5 3 2 1 3

1 1 2

3.04. Thay khn tm, khn mt: - 2 ln/1 ngy - 1 ln / 1 ngy 3.05. T lnh (mini bar): - C t nht 5 loi nc gii kht v 4 loi ru - C t nht 3 loi nc gii kht v 3 loi ru - C t nht 3 loi nc gii kht 3.06 -3.09: Phng n: 3.06. Cc loi dch v n v cht lng mn n, ung - Cc mn n u, cao cp v cc loi nc gii kht, n c sn Vit Nam v quc t vi s lng mn n, ung phong ph - Cc mn n u, v cc loi nc gii kht c cht lng cao, thc n thng xuyn thay i - Cc mn n u, cht lng tt - Cc mn n u, , gii kht thng dng, d ch bin 3.07. Phc v n ti phng (nu khch c yu cu) 3.08. n sng t chn 3.09. S gi phc v n, ung: - Phc v 24h/ 24h - Phc v t 6h n 24h - Phc v 6 n 22h 3.10 - 3.40: Cc dch v b sung khc: 3.10. Thi gian cp nc nng 24h / 24h 3.11. n tip khch 24h / 24h 3.12. Nhn gi tin v vt qu: - C kt st - C phng gi cho khch 3.13. i tin ngoi t (c bn i tin) 3.14. Dch v: -Chp nh, ra nh - Quay Video - Bn tem, gi th cho khch Trung tm thng mi - Fax - Photocopy - nh my - Dch thut 3.15. nh thc khch 3.16. Khun vc hnh l cho khch t xe ln phng ng 3.17. Git, l, hp, ty: - Git, l ly ngay (c phng git l ti khch sn) - Git l (a git bn ngoi) 3.18-Dch v y t, cp cu: -Phng y t nh, c bc s trc 27

3 2

5 4 3 1 1 2 4 2 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 3 1 3

-C t thuc vi cc loi thuc cp cu thng dng 3.19. in thoi: - in thoi cng cng (c phng din thoi ring) + Gi c lin tnh, thnh ph trong nc v quc t - in thoi trong bung ng: + Gi c lin tnh, thnh ph trong nc v quc t trc tip t phng + Gi c lin tnh, thnh ph trong nc v quc t thng qua in tn vin 3.20. Ca hng bch ho: - Quy lu nim, m phm 3.21. Ly v my bay, tu xe - Ly v xem nhc, kch 3.22. Ct tc nam, n - Trang b hin i - Trang b bnh thng 3.23. Sa cha giy, nh giy 3.24. Cho thu vn ho phm, dng c th thao 3.25. Dn nhc trong khch sn 3.26. Phng xoa bp, vt l tr liu - Trang b y cc thit b hin i - Trang thit b thng thng 3.27. Phng tm hi: -Trang b hin i -Trang b bnh thng 3.28. Dch v thm m 3.29. Cho thu t (khch t li) - Dch v taxi (c xe ca khch sn) 3.30. Phng hi ngh c cc thit b dch thut dnh cho cc hi ngh quc t(ti thiu 100 ch) - Phng hp bnh thng( ti thiu 30 ch) + 4 phng tr ln + 3 phng + 2 phng + 1 phng 3.31. Dch v c bit cho ngi tn tt ( tin nghi, phng cho ngi tn tt v ngi phc v) + Phng + Ngi phc v + ng ring + Xe y 3.32. Dch v thng tin - Quy thng tin - Quy bn bo, bu in 3.33. Dch v trng gi tr (c phng, chi, ngi phc v) 28

3 3 1 5 1 1 1 4 2 1 1 3 4 2 4 2 3 3 1 10 4 3 2 1

4 3 2 1 1 1 5

3.34. Phng chiu phim hoc ho nhc 3.35. Cu lc b gii tr (bi-a, karaoke...) 3.36. Phng tp th thao 3.37. Sn Tennis 3.38. Phng khiu v: - nh sng hin i, m thanh tt, trang tr c bit - Trang tr p, m thanh tt - Trang tr bnh thng, m thanh tt 3.39. B bi: - B bi trong nh - B bi ngoi tri 3.40. May o: 4. Yu cu v cn b, nhn vin phc v 4.01. Trnh nghip v, chuyn mn: (Th hin qua vn bng, chng ch): - Cn b qun l khch sn: (Gim c khch sn) + Tt nghip i hc kinh t du lch, hoc i hc qun tr kinh doanh khch sn, bit mt ngoi ng mc thng tho (i hc:6, Ngoi ng:2) + Tt nghip i hc kinh t hoc i hc ti chnh, qua kho hc qun tr kinh doanh khch sn ti thiu 6 thng,bit ngoi ng mc thng tho ( i hc: 3, Qun tr kinh doanh: 2, Ngoi ng:2 + Tt nghip i hc; qua kho hc qun tr kinh doanh khch sn ti thiu 3 thng, bit mt ngoi ng thng dng (bng B), kh nng giao tip (i hc: 2, Qun tr kinh doanh: 1, Ngoi ng : 1) - Cn b ch cht (t trng, Maitred dhtel) mt s b phn: - Tip tn: + c o to qua trng lp v nghip v (ti thiu 1 nm) + Bit ngoi ng mc thng tho (i hc) + Bit ngoi ng mc giao dch (bng C) - Bn: + c o to qua trng lp v nghip v (ti thiu 1 nm) + Bit ngoi ng mc thng tho (i hc) + Bit ngoi ng mc giao dch( bng C) - Bung: + c o to qua trng lp v nghip v (ti thiu 1 nm) + Bit ngoi ng mc giao dch ( bng B) - Bp: + c o to qua trng lp v nghip v (ti thiu 1 nm) + Bip ngoi ng mc giao dch (bng B) 29

3 3 3 10 10 7 5 20 15 2

8 7

3 3 1 3 2 1 3 1 3 1

- Nhn vin phc v: - T l c o to chuyn mn, nghip v (ti thiu 1 nm): +100% s nhn vin + 95% s nhn vin tr ln + 90% s nhn vin tr ln Trng hp c hn 20% s nhn vin trong khch sn c o to ngn hn (6 thng hoc 3 thng) th s b tr im tu theo tng mc , s im tr ti a l 10 im - Ngoi ng (i vi nhn vin trc tip tip xc vi khch: tip tn, bn, bar, in thoi) + Bit 2 ngoi ng thng tho (i hc) *50% s nhn vin tr ln *30% s nhn vin tr ln + Bit 1 ngoi ng thng tho (i hc) * 100% s nhn vin tr ln * 70% s nhn vin tr ln * 50% s nhn vin tr ln + Bit mt ngoi ng mc giao dch (bng B) * 100% s nhn vin tr ln * 70% s nhn vin tr ln * 50% s nhn vin tr ln 4.02. Cht lng phc v: Th hin mc sn sng phc v, m bo gi gic, phc v chu o nhit tnh , ng k thut - Rt tt: - Tt: - Kh: - Trung bnh: 4.03. Trang phc: - Trang phc thun tin, kiu dng p, lch s - Trang phc thun tin, kiu dng bnh thng 4.04. Trang phc mang bn sc dn tc 5. Yu cu v v sinh: 5.01. V sinh mi trng xung quanh khch sn: - Tt - Kh - Trung bnh 5.02. V sinh cc khu vc trong khch sn: - Tin snh v khu vc cng cng: + Tt + Kh + Trung bnh - Bung (C nim phong thit b v sinh v cc ung nc sau khi lm v sinh, nu khng s tr 2 im sau khi 30

20 15 10

8 6 6 4 3 3 2 1

20 15 10 5 4 2 4

10 5 1

10 5 1

cng): + Tt + Kh + Trung bnh - Phng n + Tt + Kh + Trung bnh - Bp: + Tt + Kh + Trung bnh 5.03. V sinh c nhn: + Tt (bo m yu cu v sinh c nhn tt, khch sn c phng thay qun o, phng tm, v sinh ring (nam, n cho nhn vin phc v) + Kh (bo m yu cu v sinh c nhn kh, khch sn c phng thay qun o, phng tm, v sinh ring cho nhn vin phc v) + Trung bnh (bo m v sinh c nhn mc trung bnh, khch sn c phng thay qun o, phng tm, v sinh cho nhn vin phc v (khng c phng tm) Khch sn c cng nhn l: 1 sao: 230 im, trong im trang thit b ti thiu l 100. 2 sao: 300 im, trong im trang thit b ti thiu l 140. 3 sao: 450 im, trong im dch v ti thiu l 50. 4 sao: 630 im, trong im dch v ti thiu l 110. 5 sao: 700 im, trong im dch v ti thiu l 140. Ngoi ra, cn phi mt s ch tiu sau: Cc ch tiu (1) 1. Yu cu v v tr, kin trc 1.01- V tr -V tr tt - V tr kh 1.02- Thit k khch sn: - Khch sn xy dng p, c o, ton cnh c thit k thng nht Tin snh 1.06- Din tch tin snh: 120m2 tr ln 80m2 tr ln Bung ng 1.09- cch m bung ng: 31

10 5 1 10 5 1 10 5 1 10 5 1

Hng khch sn( sao) (2) 4,5 3 5

im (3) 15 10 6

- Cch m tt, khng c ting ng bn ngoi vo 1.10- Sn nh (bung ng): -Lt bng vt liu cht lng cao -Lt bng vt liu cht lng tt Phng v sinh 1.11- Din tch bung v sinh - 7m2 tr ln 1.12- Vt liu xy dng ca phng v sinh: - Lt bng vt liu cht lng cao Phng n, bar 1.18- Cc loi v s lng phng n, ung: - Phi c 3 loi phng n , ung (phng n, phng tic, phng c sn) 2. Trang thit b tin nghi : Bung ng 2.01- Cht lng trang thit b bung ng: -Trang thit b p, sang trng, cht lng cao g:30, vi: 20, in: 20, snh s thu tinh v cc loi khc:20 -Trang thit b p, cht lng tt g:25, vi: 15, in: 15, snh s thu tinh v cc loi khc:15 2.02. Mc ng b hi ho: Trang thit b ng b bi tr p, sang trng 2.06- Tivi -100% s phng 2.08- iu ho nhit : 100% s phng 90% s phng tr ln 80% s phng tr ln 2.09- T lnh: -100% s phng 2.10. Cc loi trang thit b bung ti thiu phi m bo y nh quy nh ti khch sn 1 sao Bung v sinh 2.12- Cht lng bung v sinh (ch yu l cc snh, s) - Cht lng cao - Cht lng tt Phng n, bar 2.15- Cht lng trang thit b, dng c phng n, bar: g:20, vi 10, dng c n ung: 20 g:15, vi 7, dng c n ung: 15 2.15- Bi tr phng n, bar: - Bi tr p, sang trng - Bi tr p 32

4,5 4,5 3 4,5 4,5 4,5

4 4 2 5 4

4,5 3 4,5 3,4,5 3,4,5 2 1 4,5 1,2,3,4,5 10 4 4 3 2 4

4,5 3

20 15

4,5 3 4,5 3 5 3

Tin snh 2.19.Trang thit b p, ng b, sang trng, cht lng cao -Trang thit b p, ng b, cht lng tt Khu vc cng cng 2.22- C h thng bo cu ho - Phng tin phng chy, cha chy 2.24- H thng in: - Cung cp in y 24h/ngy - in chiu sng bo m theo yu cu ca tng khu vc - n cp cu phng khi c s c xy ra 3. Yu cu v cc dch v mc phc v Bung ng 3.01- t hoa qu hng ngy 3.02- t hoa ti hng ngy 3.03- Thay ga, gi 2 ln/1 ngy 3.04- Thay khn tm, khn mt 2 ln/ngy 3.05- T lnh (mini bar) - C t nht 5 loi nc gii kht v 4 loi ru - C t nht 3 loi nc gii kht v 3 loi ru 3.19- in thoi trong phng Phng n: 3.06- Cc loi mn n, ung: - Cc mn n u, cao cp v cc loi nc gii kht, n c sn Vit Nam v quc t vi s lng mn n, ung phong ph - Cc mn n u, cc loi nc gii kht c cht lng cao, thc n thng xuyn thay i - Cc mn n u, , cht lng tt 3.07- Phc v n ti phng( nu khch c yu cu) 3.08- S gi phc v n, ung: - Phc v 24/24h Cc dch v b sung khc Bo m cc dch v theo yu cu ti thiu ca tng hng, tr mt s dch v nh: v trng, xng hi, xoa bp, may o, thm m, cho thu t (t li) 4. Yu cu v cn b, nhn vin phc v 4.02- Cht lng phc v: ( tt c cc b phn trong khch sn: tip tn, bung, phng n v cc dch v khc) - Phc v rt tt -Phc v tt 5. Yu cu v v sinh 5.02- V sinh cc khu vc trong khch sn: - Tin snh v khu vc cng cng: 33

4,5 3 3,4,5 1,2,3,4,5 1,2,3,4,5 1,2,3,4,5 4,5 4,5 5 5 5 3,4 3,4,5 1,2 5 4 3 3,4,5 5 1,2,3,4,5

20 15 5 5 2 1 2 1 1 2 2 3 2 3 1 5 4 3 1 4

4,5 3

Tt -Bung Tt -Phng n: Tt -Bp: Tt 5.3- V sinh c nhn Tt

4,5 4,5 4,5 4,5 4,5

10 10 10 10 10

34