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B VN HA, TH THAO V DU LCH TNG CC DU LCH VIT NAM

NGHIP V L TN KHCH SN TI LIU THAM KHO

H Ni - 2010

CHNG I VAI TR, NHIM V CA L TN KHCH SN I. Vai tr, nhim v ca l tn khch sn 1. Vai tr

L tn c v nh: "Trung tm thn kinh" ca khch sn. Ti y khch n t bung, ng k khch sn, trao i thng tin, tr bung, thanh ton... Mi hot ng ca khch sn u c lin quan ti l tn. L tn cng l ni thu nhn thng tin v chuyn pht mi thng tin ti cc b phn khc trong khch sn. L tn l i din cho khch sn, l ngi bn hng, cung cp mi thng tin v dch v ca khch sn cho khch. B phn l tn cn l b phn u tin tip xc vi khch, to ra nhng n tng ban u cho khch v cht lng phc v ca khch sn. L tn l ni tip nhn, gii quyt mi ku ca phn nn ca khch v l b phn nm r mi th hiu, s thch ca khch hng. L tn ng vai tr quan trng trong vic gip ban gim c vch ra cc chin lc hon thin sn phm v th trng.

2. Nhim v c bn ca l tn khch sn Qung co, bn bung v cc dch v khc ca khch sn. Nhn t bung v b tr bung cho khch.

n tip khch v lm th tc nhp bung khch sn (check in).

Trc tip v phi hp vi cc b phn khc phc v khch trong thi gian lu tr ti khch sn.

Thanh ton v tin khch (check out).

Tham gia vo cng tc marketing ca khch sn.

II. Chc nng ca l tn khch sn Mi khch sn c mt c cu t chc l tn khc nhau, nhng nhn chung mt b phn l tn ph bin thng c cc b phn sau: B phn t bung (Reservation) B phn n tip (Reception)

B phn thu ngn (Cashier & Night Auditor)

B phn tng i (Switchboard Operator) B phn quan h vi khch (Guest Relation) Trong cc khch sn nh, mt nhn vin l tn c th m nhim hai hoc nhiu cng vic khc nhau.
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III. Nhim v c bn ca cc chc danh trong b phn l tn 1. Trng l tn Chu trch nhim v mi hot ng ca b phn l tn.

Ln k hoch v t chc thc hin cc nhim v ca b phn l tn.

iu phi mi hot ng ca b phn l tn. n c, kim tra, gim st v nh gi kt qu hot ng ca cc nhn vin trong b phn. Tham gia tuyn chn nhn s cho b phn l tn. o to v bi dng nng cao nghip v l tn cho nhn vin. Ti a ha cng sut s dng bung v doanh thu cho khch sn. Tham gia cc hot ng marketing ca khch sn. Phi hp vi cc b phn khc trong khch sn. Gii quyt phn nn ca khch.

Cho n khch v khch on quan trng. Chu trch nhim v vic thc hin ng cc quy nh ca khch sn v cc vn bn php lut hin hnh lin quan n cng vic ca b phn l tn.

Tham gia x l cc trng hp khn cp xy ra trong khch sn. 2. Tr l trng l tn Tr l trng l tn gip vic cho trng l tn v thc hin cc nhim v c giao. 3. Nhn vin tip tn (receptionist) Nhn vin tip tn l ngi tip n khch v lm th tc nhp bung cho khch (check in). Nhim v chnh ca nhn vin tip tn gm:

Qun l h s ng k khch.

n tip khch n khch sn. Lm th tc nhp khch sn cho khch (check in). Tip nhn v phi hp x l cc yu cu ca khch. Bn bung cho khch vng lai. Cung cp thng tin v qung co bn cc dch v trong khch sn.

p dng cc k nng bn tng doanh thu cho khch sn.

Thng tin cho cc b phn khc ca khch sn v tnh hnh khch lu tr cng phi hp phc v khch (khch n, khch i, khch VIP...) Bo qun cha kho, kt ng t trang qu ca khch.
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Thc hin cc quy nh v an ninh an ton ca khch sn.

Phi hp x l cc tnh hung khn cp.

Gi gn ngn np v sch s khu lm vic ca mnh. 4. Nhn vin nhn t bung (reservationist) Nhn vin nhn t bung m nhim cng vic nhn t bung trc ca khch. Nhim v c bn ca nhn vin t bung gm:

Tip nhn cc yu cu t bung v thng tin kp thi v bung ca khch sn cho khch. Qun l h s t bung. Xc nhn t bung cho khch. Thc hin yu cu hu v sa i t bung ca khch. Chuyn cc thng tin v h s t bung cho nhn vin tip tn. Lp bo co v tnh hnh t bung. Lp danh sch khch d nh n khch sn (expected arrival list). Kt hp vi b phn marketing bn bung. Ti a ho cng sut s dng bung, gi bn v doanh thu cho khch sn.

Cp nht thng tin t bung.

H tr chun b h s ng k khch.

5. Nhn vin trc in thoi (operator) Nhn vin trc in thoi l ngi tip nhn v x l cc yu cu ca khch qua in thoi. Nhim v c bn ca nhn vin trc in thoi gm: Tr li cc cuc in thoi gi n khch sn v chuyn in thoi ln bung cho khch. Nhn v chuyn nhn tin cho khch. Cung cp thng tin v cc dch v trong v ngoi khch sn cho khch. Gip khch thc hin cc cuc in thoi gi ra ngoi khch sn. Ci t v kim tra bo thc khch. Ghi chp li cc cuc in thoi ng di v quc t ca khch, chuyn ho n dch v in thoi cho nhn vin thu ngn hng ngy. Bit cch x l khi c tnh hung khn cp. 6. Nhn vin thu ngn

Nhn vin thu ngn l ngi chu trch nhim giao dch ti chnh vi khch ti khch sn. Cng vic c th gm:

Cp nht cc chi tiu v ng thm ca khch vo ti khon ca khch (guest folio). Lm th tc tr bung cho khch (check out).

i tin cho khch. Cn i cc ti khon ca khch khi ht ca.


Qun l tin qu giao dch (cash float) ca b phn thu ngn. Chun b trc h s thanh ton cho khch. Lu thng tin v khch lu tr (guest history). Bo qun v np tin (cash, traveller check, credit sales slips,..) thu. Lp bo co doanh thu.

7. Nhn vin kim ton m (Night Auditor) Nhn vin kim ton m l ngi kim tra vic cp nht chi tiu v ng thm ca khch vo cc ti khon v lp bo co doanh thu trong ngy; chu trch nhim ton b hot ng ti b phn l tn vo ca m. Cng vic ca nhn vin kim ton m gm:

Kim tra v chnh sa (balance account) cc khon chi tiu v ng thm ca khch c cp nht trong ngy. Nhp cc khon chi tiu v ng thm ca khch cha c cp nht trong ngy. Cn i doanh thu vi bo co ca b phn thu ngn. Lp danh sch khch chi tiu qu gii hn. Lp cc bo co v doanh thu bung, cng sut bung v cc s liu thng k khc. H tr cng vic chun b trc h s thanh ton cho ca sng hm sau. H tr lm th tc cho khch n v tr bung mun.

8. Nhn vin quan h khch hng (guest relation officer) Nhn vin quan h khch hng l ngi chm sc khch; h tr cng vic n v tin khch. Cng vic c bn ca nhn vin quan h khch hng gm:

H tr vic n v tin khch. H tr chun b trc h s ng k khch sn cho khch on v khch quan trng.

Kim tra bung dnh cho khch quan trng. Cung cp thng tin theo yu cu ca khch. Cung cp cho khch mt s dch v theo yu cu:
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+ Tham quan du lch + Gi th, bu phm, fax, nhn tin; mua bo, tp ch nc ngoi + t bung, bn n, dch v khc trong v ngoi khch sn + Thu xe, t v xem ca nhc, th thao,.. + t v my bay v khng nh li v my bay cho khch.

Phi hp vi nhn vin hng khng nhn li hnh l b tht lc ca khch. Phi hp gii quyt cc phn nn ca khch. Quan tm, chm sc, tham kho kin ca khch v dch v ca khch sn. Chun b qu sinh nht cho khch.

IV. Yu cu i vi nhn vin l tn. 1. Yu cu v kin thc v k nng nghip v.


C nghip v l tn. C kh nng giao tip vi khch v k nng bn hng. Nm vng cc quy nh php l lin quan n khch v khch sn. Nm vng quy nh ca khch sn.

C kin thc c bn v k ton, thanh ton, thng k, marketing v hnh chnh vn phng. Bit r cc danh thng, im du lch ca a phng, cc dch v phc v khch trong v ngoi khch sn. Nm c mt s quy tc v ngoi giao, l nghi, phong tc tp qun, tm l khch ca mt s quc gia (th trng chnh ca khch sn)

C kin thc c bn v tnh hnh chnh tr, kinh t, x hi (lch s, vn ho, a l...) an ninh, an ton, bo v mi trng,..

2. Yu cu v ngoi ng v vi tnh.

Ngoi ng:

C kh nng giao tip bng ngoi ng vi khch, c th l: i vi khch sn 1-2 sao: bit ti thiu 1 ngoi ng - ting Anh bng C tr ln (giao tip c). i vi khch sn 3 sao: bit thng tho ti thiu 1 ngoi ng (ting Anh). i vi khch sn 4 sao: bit 2 ngoi ng: 1 ngoi ng thng tho (ting Anh) v 1 ngoi ng bng C tr ln (giao tip c). i vi khch sn 5 sao: bit thng tho 2 ngoi ng (trong 1 ngoi ng ting Anh).
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Vi tnh:

C kh nng s dng vi tnh ph thng v chuyn ngnh l tn.

3. Yu cu v o c ngh nghip Tht th, trung thc. Nng ng, nhanh nhn, tho vt v linh hot trong cch x l cc tnh hung.

Sing nng, t m, lm vic chnh xc v hiu qu. Ci m, hiu khch, thn i, lch s, tn trng v nhit tnh gip khch. C tnh ng i, sn sng h tr v gip cc nhn vin khc.

4. Yu cu v hnh thc th cht


C sc kho tt. Hnh thc a nhn. C k nng giao tip.

Ngoi hnh cn i.

Trang phc gn gng, sch s. V. Hot ng ca b phn l tn qua cc giai on phc v khch Qu trnh phc v khch c chia lm 4 giai on: Trc khi khch ti khch sn. Khch ti v lm th tc nhp khch sn. Khch lu tr v s dng cc dch v ca khch sn. Khch lm th tc thanh ton, tr bung v ri khch sn.

Cc giai on phc v khch v cc cng vic lin quan ti b phn l tn:

Cc giai on

Nhim v ca b phn l tn

Trc khi khch n

Nhn t bung

Khch n

n tip v lm th tc nhp khch sn (check-in)

M ti khon ca khch (Guest folio)

Lu tr

Cung cp dch v cho khch Trong thi gian lu tr (occupancy)

Cp nht cc khon chi tiu v ng thm ca khch Kim tra chi tiu qu gii hn ca khch

Khch ri khch sn

Lm th tc tr bung v tin khch (check-out)

Thanh ton

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1. Giai on trc khi khch ti khch sn. Khch la chn khch sn lu tr v tin hnh cng vic t bung trc. Vic la chn khch sn ca khch xut pht t nhiu yu t nh n tng tt p t nhng ln ngh trc, thng tin qung co ca khch sn, li gii thiu ca bn b, ngi thn, v tr, uy tn ca khch sn... i khi vic quyt nh chn khch sn ca khch cn do s thun tin khi t bung v s miu t hp dn v khch sn, trang thit b, gi bung c sc thuyt phc ca nhn vin t bung. Ngoi ra, khi la chn khch sn khch cn b tc ng bi thi , phong cch, kh nng v chuyn mn v giao tip ca nhn vin t bung. Mun gy c n tng ban u tt p cho khch, nhn vin t bung phi c kh nng ng x nhanh p ng chnh xc cc yu cu t bung ca khch v cn c k nng giao tip, bn hng tt. Nu t bung c chp nhn, nhn vin t bung tin hnh lp phiu t bung cho khch. Cc d liu thu thp c trong sut qu trnh nhn t bung s gip cho vic chun b n khch c tt: lp h s ng k khch, b tr bung, xc nh gi bung v chun b cc iu kin khc. 2. Giai on khch ti khch sn.

Cc hot ng trong giai on khch ti khch sn bao gm: n tip, lm th tc nhp khch sn (check-in) v cung cp thng tin cho khch. Khi khch ti khch sn s hnh thnh mi quan h kinh doanh gia khch v khch sn thng qua b phn l tn. Nhn vin tip tn phi xc nh c tnh trng t bung ca khch trc khi tin hnh lm th tc ng k cho khch.

Nhng cng vic chun b trc khi khch ti c th c thc hin i vi khch t bung trc. Nhn vin n tip da vo cc thng tin t phiu t bung nh: s lng bung, loi bung, thi gian lu tr, cc yu cu c bit v v tr ca bung, trang thit b ph tr chun b h s ng k trc v phn bung cho khch. Vic chun b h s trc cho khch cng tt th vic ng k khch cng nhanh v chnh xc.

Nhn vin tip tn phi cung cp y thng tin v cc dch v trong khch sn v lu khch v cc quy nh ca khch sn. Nhn vin tip tn hon tt h s khch lm th tc khai bo tm tr cho khch.

Nhn vin thu ngn m ti khon cho khch. 3. Giai on khch lu tr ti khch sn

B phn l tn i din cho khch sn tip xc, trc tip v phi hp vi cc b phn khc cung cp cc dch v phc v khch. Nhim v chnh ca l tn trong giai on ny l lm hi lng khch, khuyn khch khch s dng nhiu dch v ca khch sn.

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Giai on ny ng vai tr quyt nh khch quay tr li hoc gii thiu vi bn b, ngi thn to ra ngun khch tim nng cho khch sn.

4. Giai on khch thanh ton, tr bung v ri khch sn Cc hot ng trong giai on ny gm: lm th tc tr bung v thanh ton cho khch (check-out); lu h s khch. Cc cng vic ny do nhn vin thu ngn thc hin. Mun cho cng vic thanh ton nhanh chng v chnh xc nhn vin thu ngn phi cp nht chnh xc cc khon thu chi hng ngy ca khch v chun b h s thanh ton. Vic chun b tt h s thanh ton trc cho khch s rt ngn thi gian ch i ca khch, gp phn lm hi lng khch v khuyn khch khch quay tr li khch sn trong tng lai.

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CHNG II NHN T BUNG I. Khi qut chung Nhn t bung l s tho thun gia khch sn vi khch v vic dnh cho khch s lng bung, loi bung km theo cc yu cu c bit (nu c) vo thi gian c th. Mc ch ca vic nhn t bung: - Vic nhn t bung gip cho khch sn nm c s lng khch vo mt thi im c th trong tng lai ln k hoch n tip khch, ti a ho cng sut v doanh thu bung. - Vic nhn t bung tt s gip cho khch sn ch ng trong vic n tip v tho mn nhu cu ca khch cng nh phn cng, b tr v iu phi hot ng trong khch sn. Ngc li, vic nhn t bung khng tt s lm gim cng sut s dng bung v doanh thu ca khch sn, thm ch cn to n tng xu cho khch. Vic nhn t bung gm cc cng vic sau: Tip nhn yu cu t bung. Xc nh kh nng p ng. Tho thun t bung vi khch. Ghi nhn cc thng tin t bung.
Xc nhn t bung vi khch.

Lu gi cc h s t bung. II. Cc ngun khch t bung. 1. Ngun khch trc tip L khch (khch l hoc khch on) trc tip lin h t bung vi khch sn. i tng khch ny thng s dng cc hnh thc t bung sau: + Bng li: Trc tip n khch sn. Gi in thoi. + Bng vn bn: Gi th tn, fax, th in t (e-mail)

Qua h thng t bung trc tuyn.

2. Ngun khch gin tip (qua cc i l trung gian) L khch t bung qua cc i l trung gian nh:
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i l du lch. Hng l hnh. Hng hng khng.


Trung tm thng tin du lch. Vn phng i din nc ngoi, s qun...

Mt s hnh thc bn bung linh hot sau:

Khch sn dnh mt s lng bung cho cc hng (Allotment)


Khch sn dnh mt lng bung nht nh cc i l du lch, hng l hnh v hng hng khng ch ng bn bung cho khch m khng cn yu cu t bung trc. Sau khi bn bung cho khch c, hng mi khng nh vic t bung vi khch sn. Nu cc hng ny khng bn ht s lng bung m khch sn dnh cho hng trong mt khong thi gian nht nh theo tho thun th hng khng phi np bt c mt khon tin no.

Khch sn cho php cc hng bn bung khng hn ch v s lng (Free Sale)


Khch sn cho php mt s hng du lch, vn phng trung tm t bung c bn bung ca mnh khng hn ch v s lng nhng s quy nh trong mt thi gian, thi im nht nh. Khi cn khch sn vn c th thay i hoc yu cu ngng bn. 3. Ngun khch qua cc h thng t bung trung tm H thng t bung trung tm thng c thit lp gia cc khch sn trong cng mt tp on hoc cc tp on khch sn khc nhau nhm mc ch to thun li cho khch hng trong vic t bung khch sn, khuyn khch khch hng s dng sn phm ca cc khch sn trong cng h thng. H thng t bung trung tm tip nhn cc yu cu t bung ca khch hng v phn b cho cc khch sn trong h thng ca mnh. Khch hng c cung cp cc s in thoi min ph (toll free) ca h thng nn c th d dng tip cn khch sn. Nh h thng t bung trung tm cc khch sn tng kh nng thu ht khch v tit kim c chi ph qung co. Hin nay, trn th gii c mt s h thng t bung cho cc hng hng khng v khch sn. Mt trong s l GDS (Global Distribution Systerm), h thng ny rt ph bin, c nhiu khch sn v hng hng khng s dng. III. Cc loi t bung 1. t bung c m bo (Guaranteed reservation) t bung c m bo l s tho thun gia khch sn v khch v vic t bung, trong khch sn c trch nhim gi bung cho khch ti thi im tr bung (check-out) ca ngy hm sau ngy khch nh n (tr nhng tha thun c bit). Nu khch khng s dng bung
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v khng bo hu theo quy nh ca khch sn th khch phi bi thng cho khch sn mt m tin bung nhn vi s lng bung t. Cc hnh thc m bo cho t bung gm:

Thanh ton trc ton b tin bung. t cc. Th tn dng. Ti khon ca cc cng ty c hp ng vi khch sn...

2. t bung khng m bo (Non- guaranteed reservation) t bung khng m bo l vic ng k gi ch trc m khch sn ch gi bung cho khch ti mt thi im nht nh tu theo quy nh ca tng khch sn (thng l 18.00 h) ca ngy khch nh n. Sau gi nu khch khng ti, khch sn c quyn bn bung cho khch khc

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S tng hp cc hot ng nhn t bung khch sn

Tip nhn yu cu t bung

Xc nh kh nng p ng
C Khng

Chp nhn

Tho thun v thuyt phc khch

T chi v hn dp khc

Nhp thng tin t bung

Lp danh sch khch ch

Xc nhn li thng tin t bung

Kt thc v lu thng tin t bung

Sa i

Nhn khng nh li t khch

Hu b

Tng hp tnh hnh khch n hng ngy chuyn cho b phn n tip

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IV. Quy trnh nhn t bung khch sn 1. Nhn t bung qua in thoi Bc 1: Cho khch v gi gip Bc 2: Tip nhn yu cu t bung Khi nhn yu cu t bung ca khch (trc tip hoc gin tip), nhn vin nhn t bung phi ghi nhn y nhng thng tin sau:

Tn y ca ngi t bung. Loi bung v s lng bung.(upselling)

Ngy gi n v s m lu tr. S lng khch Cc yu cu c bit ca khch (nu c). Gi bung Bc 3: Xc nh kh nng p ng ca khch sn Sau khi nm c nhu cu t bung ca khch, nhn vin t bung phi kim tra xem s lng bung v loi bung cn trng ca khch sn c p ng c yu cu ca khch hay khng? Nhn vin nhn t bung cn kim tra cc d liu v tnh hnh bung trng ca khch sn qua cc biu bng, my vi tnh xc nh kh nng tip nhn t bung v c tnh theo cng thc sau: + Tng s bung ca khch sn Tr i (-) - S bung khng th n khch (out of order) - S bung ang c khch - S bung c t trc Bng = S bung cn c th bn

Tuy nhin, ti a ho cng sut bn bung, khch sn c th nhn s bung t trc nhiu hn so vi s bung thc trng (Overbook). V trong nhiu trng hp khch bo hu t xut, khng n hoc tr sm hn d nh. - Thng bo cho khch bit tnh trng bung.
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V d: S mt bung theo thng cho cc loi bung


Loi bung S lng bung

T ngy 1 n 31 thng
S bung

nm 2000 30 31

1 x x x

............................. 29 .....

20 19 A 18

101 102 103

x x x

...

3 2 1

208 209 210 x x x

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222 223

...

3 2 1 12 11 10

308 309 310 321 322 323

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...

3 2 1

408 409 410

Bc 4: Tho thun v thuyt phc vic t bung vi khch - Nu khch sn c kh nng p ng theo yu cu ca khch: Nhn vin thng bo li cho khch, tho thun v gi bung, cc dch v km theo v cc yu cu c bit khc. Khi tho thun v gi, nhn vin t bung cn nm vng h thng gi bung v cc chnh sch v gi ca khch sn i vi tng loi i tng khch. Nhn vin nn s dng 1 trong 3 phng php bn bung sau:

Gii thiu hng khch la chn loi bung gi trung bnh (Middle choice)

Nhn vin gii thiu cho khch 2-3 loi gi bung ca khch sn v hi khch chn loi no. Khch hng s c khuynh hng chn loi gi bung gia. Phng php ny l cch bn bung d thc hin v c hiu qu hng khch hng thu bung vi mc gi trung bnh, trnh khch la chn bung c mc gi thp. Khch khng cm thy b p lc t pha nhn vin m h cm thy h t quyt nh la chn. Nhn vin nn p dng phng php ny vi i tng khch i theo nhm, gia nh,..

Gii thiu t loi bung gi cao tr xung (Top down)

Nhn vin gii thiu vi khch t loi bung c mc gi cao nht vi s m t nhng tin nghi trang thit b c trong bung. C th c 2 kh nng xy ra: - Khch ng thu bung vi mc gi cao . - Khch khng ng mc gi cao nht. Nhn vin s gii thiu tip loi bung c gi thp hn (theo nguyn tc t cao xung thp) cho n khi khch a ra quyt nh la chn bung. Nhn vin nn p dng phng php ny vi i tng khch cha bit v cc loi bung ca khch sn v c kh nng thanh ton cao nh: khch thng gia, khch i hng tun trng mt,...

Gii thiu t loi bung vi mc gi yu cu ln loi cao hn (upselling-bottom up)

Khi khch chn mt loi bung, nhn vin l tn kho lo gi khch thu bung loi gi cao hn. Chng hn nh: "Ch thm 15 la ng s c c bung c tm nhn p hn". - Nu khch sn khng c kh nng p ng theo yu cu ca khch: Nhn vin nhn t bung nn kho lo gi cho khch phng n thay i (loi bung, ngy n...). Trong trng hp khch khng ng , nhn vin nhn t bung lch s xin li
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khch v a tn khch vo "Danh sch khch ch" nu khch ng ; lu li cc yu cu t bung v a ch lin h vi khch. Nu khch khng chp nhn th cm n v hn mt dp khc. Nhn vin c th t chi nhn t bung i vi nhng khch c tn trong s en ca khch sn (v d: trc y vi phm ni quy ca khch sn, khng c kh nng thanh ton hoc hnh ngh mi dm...) * Danh sch khch ch (Waiting list) Danh sch khch ch l bn lit k tn, a ch lin lc v cc thng tin cn thit ca nhng khch t bung m khch sn cha p ng c ti thi im . Nhn vin t bung s thng bo cho khch ngay khi khch sn c th p ng c nhng yu cu nhn li t bung ca khch. Bc 5: Nhp cc thng tin t bung Sau khi tho thun vi khch, nhn vin nhn t bung tin hnh nhp cc thng tin t bung theo quy nh ca khch sn. * Phiu t bung (Reservation form) Ti mi khch sn, phiu t bung c thit k khc nhau, nhng bao gm cc ni dung ch yu sau: * Thng tin v khch: - Tn y ca khch lu tr - a ch lin h (s in thoi, s fax, email,), tn cng ty. - Tn ngi t bung, a ch lin h. * Yu cu ca khch: - S bung, loi bung, s lng khch - Ngy, gi n v i. - S hiu chuyn bay v gi n - Cc yu cu c bit * Nu khch t bung m bo: - Trch nhim v hnh thc m bo c nhn: + Tin mt + Sc du lch + Th tn dng (loi th, tn ch th, s th, ngy ht hn) - Trch nhim v hnh thc m bo ca on: + S ti khon v tn ngn hng ca cng ty
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+ Cc hnh thc khc V d: 02 Mu phiu t bung:

Tn KS: Phiu nhn t bung room reservation form

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t mi New

Hu b Cancellation

Sa i Amendment

Trong ngy Same day

Danh sch ch Waitlist

Tn khch (name): Ngy n (Arrival date): Ngy i (Departure): Loi bung (Room type): S lng bung (No. of rooms): Tn ngi t (Contact person): Cng ty (Company): T, Fax, e-mai (contact/fax no): m bo / khng m bo (Guaranteed/ Non guaranteed by): t cc (Deposit): Thanh ton trc (Prepayment): Th tn dng (Credit card): Hn s dng (Expiration date): Ghi ch (Remarks): Gi n v chuyn bay (Arrival flight): Gi i v chuyn bay (Departure flight): Gi bung (Rate confirmed): S khch (No. of pax):

S th (Card number): n v thanh ton (Bill to): Ngi i din (Attention to):

C hoa hng / Khng c hoa hng (Commissionable / non- commissionable): Ngi nhn (Taken by): Ngy nhn (Date):

phiu nhn t bung khch on group function sheet


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Tn hng (Name of Operator): Ln 1 m (n): (1st call): T ngy (Fr): n ngy (to): / Thi gian i (Time out): n ngy (to): / Thi gian i (Time out): m (nights): Trng on s s

Thi gian n (Time in): Ln 2 m (n): (2st call): T ngy (Fr):

Thi gian n (Time in): Thi gian lu tr (Total stay): (T.Leader): S lng bung (number of rooms): Bung n (single) 2 ging n (twin) Bung (room) n sng (Breakfast):
n v thanh ton (Billing)

Loi bung (room type): Bung i (Double) Bung ba (Triple) n tra (Lunch): n ti (Dinner): : :

: : :

Tin bung (Room charge) Tin n sng (Breakfast) Tin n tra (Lunch) Tin n ti (Dinner) Chi ph khc (Other) : :

: :

: Tng (Grand Total):

Ghi ch c bit (Special Remark): Hnh thc thanh ton (Payment): Ngi nhn (Prepared by): Ngy nhn (Date):

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Bc 6: Xc nhn li thng tin t bung Mt s thng tin t bung cn c xc nhn:

Tn ngi t bung v tn khch lu tr

Loi bung, gi bung. S lng bung v s lng khch. Ngy gi n v s m lu tr. Cc yu cu c bit ca khch. Bc 7: Kt thc v lu thng tin t bung

Thng bo khch sn s gi th xc nhn t bung cho khch, yu cu khch kim tra, k tn v gi li ngay cho khch sn. Thng bo m s t bung ca khch v s fax khch ghi li. Cm n, cho khch v hn sm c phc v khch.

Lu thng tin t bung Mi thng tin v vic t bung ca khch phi c cp nht v lu gi y theo th t ngy n v danh sch khch c xp theo vn anphab. Vic lu gi ny gip khch sn c c nhng thng tin y khi khch n. Nhn vin theo di c mt bung ti cc thi im khc nhau v gip cho vic nhn t bung c nhanh chng, chnh xc v hiu qu. Bc 8: Gi th xc nhn t bung

in cc thng tin t phiu t bung vo th xc nhn t bung K tn v ng du khch sn Gi cho khch t bung. Lu th xc nhn t bung vo h s t bung.

2. Nhn t bung bng vn bn Bc 1: Phn loi fax hoc email t bung, u tin gii quyt trc nhng t bung cng ngy v khn. Bc 2: Tip nhn thng tin t bung

c k vn bn t bung: xc nh r ngun khch, s lng bung, loi bung, s lng khch, thi gian t v lu tr, yu cu v dch v, gi v cc yu cu c bit khc. Bc 3: Kim tra kh nng p ng bung v gi bung cho khch. Bc 4: Ghi thng tin xc nhn ln vn bn t bung

Ngy xc nhn t bung Nhng iu thng nht v cha thng nht K tn, ng du

Bc 5: Kt thc v lu thng tin t bung

- ng du gi i (fax out) - Lu h s t bung.

- Gi vn bn t bung li cho khch

V. Tip nhn v x l yu cu sa i v hu t bung 1. Sa i t bung 1.1. Sa i t bung qua in thoi Bc 1: Cho khch v gi gip Bc 2: Tip nhn yu cu sa i t bung Hi tn khch v m s t bung Tm v xc nhn li thng tin trong h s t bung Hi v ghi li thng tin khch yu cu sa i Bc 3: Kim tra kh nng p ng

+ Nu p ng c: khng nh vi khch + Nu khng p ng c: xin li khch, gi gii php thay th v xc nhn vic sa i.

Bc 4: Cho v cm n khch
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Bc 5: Thc hin sa i t bung Thay i li thng tin trn my hoc trn phiu t bung

Lu li y v chnh xc cc thng tin sau: Tn ngi yu cu sa i t bung. Ngy, thng, nm thc hin sa i t bung. Tn nhn vin nhn v thc hin vic sa i + Cp nht tnh trng t bung. + Lu h s sa i t bung

1.2. Sa i t bung qua vn bn Bc 1: Xc nh yu cu sa i t bung Bc 2: Kim tra kh nng p ng. Bc 3: Lm vn bn xc nhn yu cu sa i t bung

Ni dung sa i: chp nhn hoc gi gii php Tn ngi nhn sa i Ngy thc hin sa i

thay th

Bc 4: Gi vn bn sa i t bung cho khch Bc 5: Thc hin sa i t bung Thay i li thng tin trn my hoc trn phiu t bung Lu li y v chnh xc cc thng tin sau: Tn ngi yu cu sa i t bung. Ngy, thng, nm thc hin sa i t bung. Tn nhn vin nhn v thc hin vic sa i Cp nht tnh trng t bung. Lu h s sa i t bung 2. Hu t bung 2.1. Hu t bung qua in thoi
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Bc 1: Cho khch v gi gip Bc 2: Tip nhn yu cu hu t bung Hi tn khch v m s t bung Tm v xc nhn li thng tin trong h s t bung Hi v ghi li thng tin khch yu cu hu Bc 3: Tm hiu l do hu t bung v thuyt phc khch Bc 4: Khng nh li vic hu t bung (nu khng thuyt phc c) Bc 5: Cho v cm n khch Bc 6: Thc hin hu t bung (ging nh vi vic sa i t bung) 2.2 Hu t bung bng vn bn Bc 1: Xc nh yu cu hu t bung Bc 2: Lm vn bn xc nhn yu cu hu t bung v gi cho khch (nu khch yu cu):

Ni dung hu: chp nhn hoc gi gii php thay Tn ngi nhn hu Ngy thc hin hu

th

Bc 3: Thc hin sa i t bung Ging nh vi sa i t bung bng vn bn VI. Tng hp tnh hnh t bung Hng ngy, nhn vin nhn t bung chun b danh sch khch d nh n v i trong ngy nhm gip cho l tn khch sn ch ng trong vic chun b h s ng k hay thanh ton cho khch. Nhn vin t bung ghi li v cp nht cc thng tin sau: S phiu t bung.
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Sa i v hu b t bung S khch vng lai n trong ngy. S khch qu hn v khch tr bung trc d nh. S khch t bung nhng khng ti. nh k b phn nhn t bung lm d bo tng hp v tnh hnh t bung v lu tr ca khch nhm gip cc b phn lin quan ch ng lp k hoch v t chc n tip khch. VII. Nhng iu cn ch khi nhn t bung Nhn vin t bung khng ch n thun l ngi nhn cc yu cu v t bung t pha khch m h phi thc s l ngi bn hng. Nhn vin t bung cn c o to cc phng php thuyt phc khch bng cch gii thiu v bung ca khch sn khch thu bung mc gi cao. Nhiu khi, khch hng t bung qua in thoi, do vy k nng giao tip qua in thoi i vi nhn vin t bung l rt quan trng. Nhn vin t bung cn ch mt s im sau khi nhn yu cu t bung: Nhn vin t bung phi lun nh nhng, thn thin khi tr li in thoi. Mun lm c iu ny, nhn vin nn mm ci trc khi nhc my tr li. Nhn vin t bung phi lun t ra lch s, tn trng khch v nh s dng ng tn ca khch. Khi ni phi pht m r rng, khng s dng cc t ting lng hay thut ng chuyn ngnh gy s hiu nhm cho khch.

Gi khch thu loi bung gi cao bng cch thng bo li ch v gi tr ca bung khch sn mun bn. Trong cuc giao dch, nhn vin phi nm r bng cch nhc la s lng bung, loi bung v s lng khch lu tr. Nhn vin cn ch v trong nhiu trng hp ngi t bung khng phi l khch lu tr. Nhn vin yu cu khch nh vn tn khch thu bung (nu l khch nc ngoi). Cn thng nht gi bung vi khch. Ghi li tn y , a ch lin h ca ngi t bung.

Nhn vin nn hi v thi gian khch d nh ti, phng tin (k hiu chuyn bay, chuyn tu ca khch...). Thng tin ny s gip cho khch sn on c kh nng hu t bung ca khch cng nh bit thi gian khch n chun b n tip. Nh nhc li tt c cc thng tin vi khch m bo s chnh xc. Nhn vin t bung kt thc cuc ni chuyn bng cch s dng tn khch v cm n v vic la chn khch sn t bung.
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Khi nhn t bung ca khch i theo on, nhn vin t bung cn ch :

Thng bo cc quy nh ca khch sn lin quan n vic t bung.

Xc nh r s bung v loi bung c t bao gm c bung cho li xe v hng dn vin. Ghi r cc dch v khch sn cung cp cho khch trong gi trn gi. Nhng yu cu chi tit v n ung (nu c). Thi gian t cc, s tin t cc v phng thc thanh ton. Hn cui cng khng nh li s lng bung v danh sch khch trong on cho khch sn.

Ghi li tn y v a ch lin lc, in thoi, fax, e-mail ca ngi t. B phn t bung phi kt hp cht ch vi b phn kinh doanh tip th kp thi gii quyt cc yu cu ca khch. i khi gi c ngun khch lu di, khch sn phi ch n chnh sch khuyn mi c bit i vi khch i theo on. Kim tra cc thng tin t bung trc y ca on khch khch sn gm: s bung bo hu, s bung t nhng khng ti cng khng bo hu hp l v nhng thay i.

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CHNG III N TIP V LM TH TC NHP KHCH SN I. Nhng hot ng chun b n khch 1. Chun b trc h s ng k khch sn 1.1. Tm quan trng ca vic chun b trc h s ng k khch sn H s ca khch t bung trc c hon thin mt phn trc khi khch ti ng vai tr quan trng c bit trong vic nng cao hiu qu hot ng ca b phn l tn. Vic chun b trc h s ng k khch tt s rt ngn thi gian ch i ca khch ti quy l tn khi lm th tc ng k, to cho khch n tng tt p ban u v cht lng phc v ca khch sn. iu ny s to thm ngun khch v doanh thu trong tng lai cho khch sn v chnh khch s quay tr li khch sn hoc tuyn truyn cho bn b, ngi thn v khch sn. Vic chun b trc h s ng k khch sn cho khch cn to cho nhn vin l tn s ch ng v t tin khi khch ti. 1.2. Ni dung ca mt h s ng k khch sn

Phiu xc nhn t bung.

Phiu ng k khch sn. Phiu khai bo tm tr.


Cc phiu dch v min ph: n sng, ung, sauna (nu c)... Th cha kho v cha kho.

Th cho n khch ca khch sn. 1.3. Cc cng vic chun b


Trc khi khch n, nhn vin tip tn nhn danh sch khch d nh n v th xc nhn t bung v chun b trc h s ng k khch sn. Cc thng tin chi tit t danh sch khch d nh n c ghi vo phiu ng k khch sn v cc phiu dch v. Nhn vin tip tn xp bung d nh cho khch v ghi s bung bng bt ch khi chun b h s ( phng c s thay i). H s sau khi kim tra xong c xp theo on, theo cng ty v tn khch c xp theo vn anphab tin tm kim khi khch ti lm th tc ng k. Tt c cc thng tin khc nh: sa i, yu cu c bit ca khch... c b sung vo h s ng k khch sn trc khi khch ti.
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Nhn vin tip tn phi km th hay li nhn ca khch (nu c) vo h s chun b v chuyn ngay khi khch ti lm th tc ng k khch sn.

2. Chun b iu kin n tip khch Cn c vo danh sch khch d nh n trong ngy, b phn l tn sp xp, b tr nhn lc v cc iu kin khc (bng cho mng khch, hoa, nghi l...) sn sng n khch. Mi yu cu c bit ca tng khch t bung trc b phn l tn phi thng bo c th cho cc b phn lin quan. II. quy trnh n tip v lm th tc nhp khch sn (check in) Bc 1: Cho n khch v gi gip khch c n tng ban u tt v khch sn th cc nhn vin phi ch ng ti ci cho n khch. Thi thn thin, nim n, lun sn sng gip khch l yu t quan trng gy cm tnh cho khch. Mt s k nng giao tip khi cho v n tip khch ti khch sn:

Nhn khch vi nh mt thn thin. iu ny rt quan trng v n th hin c s quan tm v tn trng ca nhn vin l tn i vi khch. Nhn vo mt khch khi giao tip nhng trnh khng c nhn chm chm. Nhn vin nn bit v phong tc tp qun ca tng quc gia c cch cho n ph hp. To khng kh thn thin, ci m khi tip xc vi khch. ng thng, ngay ngn, trnh da th hin s tn trng ca nhn vin tip tn vi khch khi h ti khch sn.

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S quy trnh n tip v lm th tc nhp khch sn

Cho n khch

Xc nh vic t bung
C t

Khng t

Nhn yu cu ca khch

Xc nh kh nng p ng

Tho thun v thuyt phc


Khng c

Chp nhn

T chi, hn dp khc

ng k khch

Xc nh phng thc thanh ton

B tr bung v bn giao cha kho

Gii thiu v thng tin v cc dch v

a khch ln bung Chuyn h s ng k khch cho thu ngn Hon tt h s v cp nht thng tin ng k tm tr cho khch

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Trang phc, v sinh c nhn ca nhn vin phi lun sch s, gn gng. Khch s c th nh gi v sinh, cht lng phc v ca khch sn thng qua v bn ngoi ca nhn vin tip tn. Giao tip bng ging ni r rng, nh nhng.

Bc 2: Tip nhn yu cu ng k khch sn ca khch Nhn vin tip tn phi xc nh xem khch c t bung trc hay khng? Khch c t bung trc:

Hi thng tin v khch v tm h s ng k khch sn chun b trc. Xc nh li cc yu cu v t bung ca khch. C th hi xem khch c mun thay i g khng (gi bn c loi bung c mc gi cao hn - upselling). Tin hnh lm th tc ng k khch sn.

Khch khng t bung trc (Khch vng lai - walk-in)

Nhn yu cu v bung ca khch. Xc nh kh nng p ng ca khch sn. Tho thun v thuyt phc khch: + Nu khch sn c kh nng p ng yu cu ca khch: Nhn vin tip tn tin hnh lm th tc ng k cho khch.

+ Nu khch sn khng p ng c yu cu ca khch: Nhn vin tip tn kho lo thuyt phc gi khch v tm phng n thay th. Trong trng hp khch khng ng , nhn vin tip tn phi xin li khch, hn mt dp khc v gip khch tm mt khch sn khc. Bc 3: Lm th tc ng k khch sn

Mn giy t tu thn ca khch. in thng tin ca khch vo h s ng k khch sn. (i vi nhng khch c t bung trc, nhn vin ch cn in b sung nhng thng tin cha c). Ly ch k ca khch vo h s ng k khch sn (nu cn).

Bc 4: Xc nh phng thc thanh ton ca khch Xc nh gi bung vi khch. Xc nh i tng thanh ton v phng thc thanh ton:
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Khch t thanh ton: + Tin mt (k c sc du lch): Nu khch thanh ton bng tin mt, khch sn thng yu cu khch t cc tin bung ngay khi ng k. + Th tn dng: Nu khch thanh ton bng th tn dng, nhn vin tip tn phi xc nh nhng thng tin sau: Loi th tn dng khch sn c chp nhn khng ? Th c cn hiu lc khng? (Kim tra ngy ht hn trn th - expiration date) Xc nh xem th c cn gi tr s dng khng qua my c th hoc bng thng bo s th b hu ca ngn hng. Kim tra tn khch c ging vi tn ghi trn th khng ? Nu tn ghi trn th l ca cng ty th khch phi chng minh l mnh c php s dng th tn dng . Xc nh gii hn thanh ton th tn dng ca khch. Sau khi xc nh ng cc thng tin trn, nhn vin tip tn c th c th in ra cc lin (sales slip). Ch : Tt c cc khch vng lai (walk-in) phi t cc hoc thanh ton trc ton b tin bung. Khch do cng ty thanh ton

Nu khch do cng ty thanh ton, nhn vin tip tn phi nm vng cc cng ty no c php thanh ton sau vi khch sn v phi lm th tc cn thit khc (th xc nhn thanh ton, tin tm ng...). Nhn vin tip tn phi thng bo r cho khch bit cc dch v cng ty s thanh ton v nhng dch v khch phi t thanh ton. Thanh ton bng voucher:

+ Khch c th mua tour trn gi hoc tr trc tin bung v cc dch v khc thng qua cc cng ty du lch, i l l hnh... v c nhn cc voucher ghi r cc dch v khch sn s c hng. Khch sn s thu li cc voucher ny khi khch n ng k khch sn (check-in) v sau gi cho ni pht hnh c thanh ton. + Nhn vin tip tn phi bit khch sn chp nhn thanh ton voucher ca cc cng ty du lch, i l l hnh no. Khi nhn voucher ca khch nhn vin cn xem tn khch, gi bung v cc dch v ghi trn voucher cung cp ng cc dch v cho khch.

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Bc 5: Xp bung v giao cha kho bung cho khch Cn c vo tnh trng bung thc t ca khch sn, yu cu v kt qu tho thun vi khch, nhn vin tip tn chn bung thch hp nht xp cho khch. Sau , nhn vin thng bo s bung v giao cha kho cho khch. Bc 6: Gii thiu v thng tin v cc dch v trong khch sn Trc khi dn khch v bung, nhn vin tip tn phi thng tin cho khch v nhng chnh sch u i ca khch sn dnh cho khch, gii thiu mt s quy nh ca khch sn v: gi phc v n sng, gi tr bung, gi m ca cc nh hng, phng tp, b bi v cc dch v khc. Nhn vin cn bit cch gii thiu, qung co v cc sn phm ca khch sn, cc chng trnh c bit, cc chng trnh khuyn mi, gip khch tho mn cc nhu cu tng sc hp dn v doanh thu cho khch sn. Sau cng, nhn vin tip tn chc khch c thi gian ngh ngi thoi mi ti khch sn. Bc 7: Dn khch v bung Nhn vin tip tn cn nhanh chng thng bo cho b phn c trch nhim (nhn vin quan h khch hng, nhn vin vn chuyn hnh l, nhn vin bung...) n v dn khch v bung. Nhn vin m ca bung, mi khch vo, hng dn cch s dng cc trang thit b v hi khch v nhng nhu cu ban u ca h (bng cch nhn vin khch sn kho lo bn giao bung cho khch). Trc khi ri khi bung khch, nhn vin chc khch c thi gian lu tr thoi mi ti khch sn. Bc 8: Hon tt h s v cp nht thng tin Sau khi khch v bung, nhn vin tip tn thc hin nhng cng vic sau:

Hon tt h s khch v chuyn giao cho thu ngn. Hon tt cc th tc ng k tm tr cho khch. Nhp cc d liu v khch lu gi v theo di tnh trng bung. Thng tin v khch mi n lu tr cho cc b phn lin quan phi hp phc v.

Mt s lu trong quy trnh n tip v lm th tc nhp khch sn cho khch on:

Cho n khch: tu theo mc quan trng ca on khch m Gim c khch sn hay trng l tn, cc tr l gim c hoc nhn vin b phn quan h khch hng cho n khch ti ca ra vo ca khch sn. Mi khch vo snh ngh v ung nc (welcome drink). Lm th tc ng k khch sn vi trng on.
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Nh trng on mn giy t tu thn ca cc thnh vin trong on hoc danh sch on in vo phiu ng k.

Thng tin v ngh trng on thng bo cho cc thnh vin v cc chnh sch u i, cc quy nh v cc dch v c trong khch sn...

Giao cha kho cho trng on hoc hng dn vin v yu cu cung cp danh sch khch trong on km theo s bung tin giao dch nh: chuyn in thoi, nhn tin v thanh ton ph tri cho tng c nhn...

Phi hp vi nhn vin c trch nhim dn khch v bung v chuyn hnh l v tng bung cho khch.

III. Nhng iu cn ch khi n tip khch Ch ng cho n khi khch ti quy l tn.

i x bnh ng vi tt c cc khch. Cho d ang bn nhn vin vn nn hng nh mt v mm ci vi khch chng t rng bn nhn thy khch. ng bao gi cho khch ngh rng h khng c ch khi bc ti quy l tn. Nn nh s bung, nh ng v lun s dng tn khch trong qu trnh n tip v phc v. Lun t ra tn trng, lch s v thn thin vi khch. Xin li nu khch phi i v nhanh chng phc v khch. Trang phc gn gng, sch s to n tng tt vi khch.

Tuyt i khng c tranh ci hay c thi th vi khch. Lun chn thnh v nhit tnh gip khch.

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CHNG IV PHC V KHCH TRONG THI GIAN LU TR TI KHCH SN I. Cc hot ng phc v khch trong thi gian lu tr ti khch sn B phn l tn ng vai tr rt quan trng trong mi hot ng ca giai on phc v khch trong thi gian lu tr ti khch sn. Nhim v chnh ca b phn l tn trong giai on ny l trc tip v phi hp vi cc b phn khc phc v khch, p ng mi nhu cu ca khch mt cch chnh xc, kp thi nhm ti a ho mc hi lng ca khch. Qua , thit lp c mi quan h tt p gia khch sn vi khch v to ngun khch tng lai cho khch sn. 1. Giao, nhn cha kho bung Sau khi khch lm th tc ng k khch sn (check-in), nhn vin tip tn giao cha kho bung cho khch, t nh nhc khch gi cha kho cn thn (nu l cha kho kim loi khch phi gi li quy l tn khi ra ngoi).

Khi khch ly cha kho bung nhn vin phi ngh khch cho xem th cha kho v kim tra li tn khch trc khi giao. Khi khch thanh ton v tr bung nhn vin phi ly li cha kho. Nhn vin ch giao cha kho bung cho khch lu tr ti bung .

2. Cung cp thng tin cho khch Mt trong nhng nhim v quan trng ca nhn vin b phn l tn l sn sng cung cp cc thng tin theo yu cu ca khch ngoi nhng thng tin v cc dch v trong khch sn. Nhng thng tin khch quan tm gm: a ch v in thoi ca cc ngn hng, cc i s qun, cc cng ty ln, cc hng hng khng, nh hng c sn... Nhng a im tham quan, cc khu vui chi gii tr trong thnh ph. Cc trung tm thng mi, cc ca hng bn lu nim, bn tranh ngh thut... Lch trnh cc chuyn bay, gi v, gi bay hay cc phng tin giao thng khc. Thng tin v cc s kin din ra trn a bn. Nhng a ch tin cy gip khch sa giy, ti du lch, vali...

Thng tin v gi mt s mt hng

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3. Bo qun tin v t trang qu ca khch 3.1. Nhn gi tin v t trang qu Nhn vin yu cu khch k khai tt c cc khon mc ln phiu gi t trang.

T tay khch cho tin, t trang qu vo ti bo qun, dn li v nim phong. Khch vit tn v s bung ca khch ln ti bo qun. Giao phiu gi t trang cho khch v dn khch gi gn cn thn. Ti bo qun ng t trang qu ca khch c chuyn vo kt an ton ca khch sn.

Khch v nhn vin k vo phiu gi t trang.

3.2. Giao tr tin v t trang qu Yu cu khch trnh giy bin nhn gi v kim tra cn thn giy bin nhn. Tm v giao tr ti bo qun tin v t trang qu cho khch

Yu cu khch kim tra du nim phong v k nhn.

4. Dch v in thoi 4.1. Nhn cc cuc in thoi gi n

Cho, xng tn khch sn v gi gip . + Tn khch, s bung ca khch + Tn ngi gi, tn cng ty (nu c)

Tip nhn yu cu ca ngi gi:

ngh ngi gi ch v lin lc vi khch Thng bo v cuc gi v hi khch c mun nhn cuc gi khng Nu khch ng , nhn vin ni my Nu khch khng ng , xin li ngi gi v nhn tin nhn (nu c) 4.2. Cch x l cc cuc in thoi gi n Trng hp khch c trong bung: chuyn in thoi ngay cho khch.

Trng hp khch khng c trong bung nhng khu vc cng cng ca khch sn: Nhn vin tng i nn hi ngi gi c cn tm khch ngay khng, nu ngi gi cn gp ngay phi bo cho b phn h tr n tip c ngi tm khch.
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Trng hp khch ra khi khch sn: Nhn vin tng i phi bo ngay cho khch gi v hi xem khch c cn nhn g khng. Nu khch cn nhn tin th phi ghi li ni dung nhn, tn a ch v s in thoi ca ngi nhn v chuyn ngay cho khch khi khch v khch sn. 4.3. Mt s tnh hung thng xy ra ti b phn tng i Khch kh thc hin cuc gi ra ngoi: nhn vin tng i xin s in thoi ca khch v xin php quay s gip khch. Khch yu cu khng cho chung in thoi reo trong bung: nhn vin tng i kho in thoi bung khch, khng ni my ln bung v nhn nhn tin ca khch gi n chuyn ln bung cho khch. Nhn vin tuyt i khng ni s bung ca khch ang trong khch sn cho cc khch khc bit khi cha c php ca khch. Khch ra khi bung v ang quy l tn tr bung nu c in thoi cn kp thi chuyn cho khch. Nhn vin khch sn c in thoi v ni dung c nhn khng lin quan n cng vic gi n trong gi lm vic: nhn vin ngh ngi gi nhn tin li v chuyn cho nhn vin ch khng ni my cho nhn vin trong gi lm vic.

Khch gi n nhng ni rt chm hoc khng chu ni: nhn vin nn gi v ng vin khch ni, khng c cu gt hoc t thi mt lch s vi khch.

5. Bo thc khch Nhn vin l tn phi c bit ch ti yu cu bo thc ca khch v i khi khch s b nh nhng vic quan trng ca h. Quy trnh nhn bo thc khch: Cho khch v gi gip Tip nhn yu cu bo thc ca khch: + Hi v ghi li tn khch v s bung + Hi v ghi li thi gian v ngy khch yu cu bo thc (ch sng v chiu) + Xc nhn li ngy, gi yu cu bo thc Quan tm n khch (n sng ti bung, gi xe, mt s yu cu khc) Ha s bo thc khch ng gi Cho v chc khch.

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Nhng iu cn ch khi nhn v ci t bo thc:

Ghi chp chnh xc ngy, gi yu cu bo thc ca khch vo s bo thc khch hoc s giao ca.

Ci t v kim tra cn thn gi bo thc cho bung khch yu cu trn h thng my tnh (nu c). 6. Nhn gi th t, bu phm, fax cho khch

Khi khch cn gi th, bu phm, nhn vin l tn gip khch chuyn theo ng a ch khch yu cu.

Khi khch yu cu gi fax nhn vin nn thng bo cc ph mi trang fax cho khch bit trc khi chuyn fax i v kim tra li s fax ca khch mun gi i trnh nhm ln.

Khch gi th t, bu phm, fax xng tn v nh chuyn v xin k n: nhn vin phi kim tra th bung ca khch ng thi kim tra li tn khch trong danh sch khch lu tr phng s mo danh tn khch. Lp ho n, yu cu khch k nhn v chuyn ngay cho nhn vin thu ngn vo phiu theo di chi ph ca khch.

7. Chuyn bung theo yu cu ca khch Trong thi gian ang lu tr ti khch sn, khch c th yu cu chuyn bung v mt s l do. Khi nhn c yu cu chuyn bung ca khch nhn vin l tn phi tm hiu nguyn nhn gii quyt. Quy trnh tip nhn yu cu chuyn bung ca khch: Cho khch, xng danh b phn v gi gip . Tip nhn yu cu chuyn bung ca khch: + Hi v ghi li tn khch v s bung + Hi v ghi li nguyn nhn khch yu cu chuyn bung (thuyt phc khch khng chuyn bung nu c th) + Hi loi bung khch mun chuyn.

Kim tra tnh trng bung v thng bo s bung mi cho khch, (thng bo gi bung, tho thun v gi bung v hi trch nhim thanh ton nu gi cao hn).

Hi thi gian khch n chuyn bung v yu cu khch chun b hnh l sn sng chuyn bung. Vit phiu chuyn bung, chun b th cha kho v cha kho bung mi v ngh nhn vin vn chuyn hnh l chuyn bung gip khch.

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Yu cu nhn vin vn chuyn hnh l thu li th cha kho v cha kho bung c. Yu cu khch k vo phiu chuyn bung. Thng bo cho b phn bung h tr chuyn bung cho khch. Lin lc vi khch xem khch c hi lng vi bung mi khng. Kt thc vic chuyn bung: + Chuyn ton b chi ph ca khch t bung c sang bung mi. + i tnh trng bung (t bung c khch sang bung trng bn b phn bung lm v sinh). + Ghi s giao ca v vic chuyn bung. 8. Tng qu sinh nht khch Mt s khch sn thng c tng qu sinh nht cho khch ang lu tr ti khch sn. Khi lm th tc ng k khch sn cho khch, nhn vin l tn bit c ngy sinh nht ca khch. Nu khch c ngy sinh nht trong thi gian lu tr ti khch sn, nhn vin chun b mn qu sinh nht tng khch. Mn qu bt ng ny cng gp phn to cho khch nhng n tng tt p v khch sn. 9. Nhn v chuyn yu cu ca khch cho cc b phn lin quan Cc yu cu ca khch phi c ghi li y , chnh xc v chuyn ngay n cc b phn lin quan kp thi phc v khch. 10. Cc dch v khc: 10.1.T chc tham quan du lch cho khch Trong thi gian lu tr ti khch sn, khch c th c nhu cu tham quan du lch. Nhn vin c nhim v gii thiu cho khch cc tour du lch thch hp v a ra nhng li khuyn ph hp cho khch. 10.2. Thu xe gip khch Khi khch c yu cu thu phng tin vn chuyn nh: tu thu, t, xe my, xe p, xch l Nhn vin phi c gng p ng nhu cu ca khch. Mun cung cp cc dch v cho khch kp thi, nhn vin l tn cn c danh sch cc nh cung cp dch v c uy tn v cht lng v gi c. 10.3. t ch nh hng cho khch

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nhn t ch nh hng cho khch, nhn vin l tn cn ngh khch cung cp nhng thng tin sau:

Thc n. S lng khch n, mc tin cho mi sut. Ngy gi t. Yu cu c bit khc...

V tr bn n.

10.4. t v my bay, tu ho Khi khch mun t v my bay, tu thu, tu ho nhn vin phi hi khch chnh xc v ngy gi, s lng v, ni n, ni i Nhn vin l tn lun cp nht cc thng tin v: a ch lin lc (s in thoi, s fax, email) ca cc hng hng khng, nh ga lin h v sau thng bo cho khch. 10.5. Xc nhn li v my bay, i lch trnh v tuyn im bay cho khch Nu khch mun xc nhn li v my bay, nhn vin l tn cn c cc thng tin v: hng hng khng, tn khch, s code/m v PNR, s hiu chuyn bay, ngy gi bay, tuyn im bay Nu khch mun i lch trnh v gi bay, nhn vin l tn cn c thng tin v loi v, gi v ca chuyn bay c v cc yu cu m khch mun i. Sau khi thc hin xong vic xc nhn v v i lch trnh v gi bay, nhn vin l tn cn kp thi thng bo cho khch. 10.6. Tm li hnh l ca khch b tht lc sn bay Sau khi c khch thng bo v hnh l b tht lc sn bay, nhn vin l tn phi ngh khch cung cp cc thng tin cn thit nh giy bo tht lc hnh l ca sn bay, ngy, gi v s hiu chuyn bay... lin lc vi sn bay v gii quyt gip khch. Ngoi ra nhn vin l tn cn to iu kin gip khch nu h c nhu cu khc (mua gip hoc git l qun o nhanh) 10.7. Mua v gi hng gip khch Nu khch nh nhn vin l tn mua gip mt s mt hng, nhn vin l tn cn phi c nhng a ch bn hng tin cy, cht lng tt vi gi hp l mua gip khch. Ngoi ra, nhn vin cng cn nm c nhng chnh sch ca Hi quan Vit Nam i vi mt hng khch nh mua trnh phin h cho khch sau ny.

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10.8. t bung khch sn khc gip khch Mt s khch ang lu tr ti khch sn c th nh nhn vin l tn t bung gip khch mhng khch sn khc. Trc khi t bung cho khch nhn vin l tn cn hi r: ngy gi n, thi gian lu tr, loi bung, s lng bung, gi bung, s lng khch v cc yu cu c bit khc. Sau khi t bung xong, nhn vin l tn cn thng bo v cung cp a ch lin lc li cho khch . II. Gii quyt phn nn ca khch Trong thi gian lu tr ti khch sn, khch c th khng hi lng v ku ca phn nn. Nhn vin cn nhn thc rng y l c hi tt khch sn bit c nh gi ca khch v khch sn rt kinh nghim phc v khch tt hn. 1. Nhng vn khch thng phn nn 1.1. V k thut y thng l nhng vn lin quan ti c s vt cht, trang thit b tin nghi trong khch sn nh: tivi, iu ho, bnh nc nng, thang my, cha kho... trnh c nhng li phn nn ny cc khch sn nn c nhng quy nh v kim tra thng xuyn v bo dng nh k cc trang thit b. 1.2. V dch v Thng l do khch phi ch lu khi lm th tc ng k khch sn, thanh ton hay cht lng n ung ca khch sn hoc cha p ng tt yu cu v cc vt dng ph tr khc...Vn ny thng xy khi khch sn ng khch hoc mi i vo hot ng. Khi nhn nhng li phn nn v dch v ca khch sn nhn vin cn ghi li ban gim c c phng n x l ngay. 1.3.V thi ca nhn vin Thng do nhn vin phc v c nhng thi khng tt vi khch nh: mt lch s, km nhit tnh, gy kh d cho khch, khng tn trng khch...Khi nhn nhng li phn nn ny, nhn vin l tn cn ghi r thng tin v nhn vin b phn nn (h v tn, b phn) v tnh hung xy ra chuyn n cc b phn lin quan nhm kp thi x l v rt kinh nghim cho cc nhn vin khc trong khch sn.

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1.4. V vn khc (unusual complaint) Thng l vn khng lin quan trc tip ti khch sn nh: thi tit, phng tin cng cng, mi trng... Khi nhn c nhng phn nn ny nhn vin phi la li an i, ng vin v thng cm vi khch. Khch cng c th phn nn v cc tin nghi ca khch sn nh: thiu b bi, sn qun vt... Nhn vin nn nh nhng gii thch cho khch r hon cnh ca khch sn v gii thiu mt s b bi hoc sn qun vt gn khch sn. 2. Cc ch dn cho vic gii quyt phn nn ca khch

Lng nghe k li phn nn ca khch. D ang bn vic nhng khi nhn c phn nn ca khch nhn vin l tn phi dng ngay cng vic lng nghe khch ni, t thi quan tm ti vn xy ra vi khch v ni nhng cu: "Vng; d, ti hiu; ti ng ...". Nu gi im lng khch s cho rng nhn vin khng ch ti nhng li h ni. Tch ngi khch phn nn to ting ra khi ch ng ngi trnh cc khch khc nghe thy, lm mt uy tn ca khch sn.

Xin li khch (cho d khch sn c th khng c li). Tuyt i nhn vin khng tranh lun vi khch hay c thi th , coi thng khch. T ra thng cm vi khch bng nhng li ni chn thnh, nh nhng v gi thin ch vi khch. Tm hiu k s vic v nu ra cc cu hi khch c c hi gii thch. Ghi chp li nhng vn chnh, chuyn ngay cho cc b phn khc gii quyt khch nhn thy li phn nn ca h c quan tm. Hi khch hng gii quyt trc hoc a ra cc phng n gii quyt khch la chn.

Thng bo cho khch bit thi gian v hng gii quyt phn nn. Gii quyt phn nn ca khch ngay (nu c th). Gim st qu trnh gii quyt vn (khi nhn vin khc thc hin). Kim tra s hi lng ca khch sau khi phn nn c gii quyt. Vi nhng khch quan trng, sau khi khch ri khch sn c th vit th, gi in xin li khch v cm n h.

Cm n khch ni ra li phn nn.

3. Quy trnh chung gii quyt phn nn v vn k thut v dch v Cho khch v gi gip .

Tip nhn phn nn ca khch: + Xin li khch.


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+ Hi v ghi li tn khch v s bung. + Hi v ghi li tht c th phn nn ca khch. + Hi khch v nhng phn nn thm khc.

Thng bo cho khch v hng gii quyt v thi gian gii quyt. Lin lc li vi cc b phn lin quan v ghi li nguyn nhn.

Thng bo vi cc b phn lin quan gii quyt ngay. Hi khch v kt qu x l, thng bo nguyn nhn v kim tra s hi lng ca khch.

Xin li khch v ha s khng s vic tng t xy ra.

4. Mt s iu cn ch khi gii quyt phn nn ca khch Khi nhn c phn nn ca khch, nhn vin l tn cn bnh tnh tm phng n gii quyt. Trng hp phn nn ca khch vt qu quyn hn gii quyt ca mnh, nhn vin l tn cn bo cho tr l hoc gim c l tn. Trc khi khch tip xc vi cp trn cn bo r s vic cho cp trn bit. Khi gii quyt phn nn vi khch nc ngoi nhn vin l tn nn trao i bng ting nc ngoi vi ng nghip ca mnh trc mt khch trnh gy hiu nhm cho khch.

Nhn vin tuyt i khng c ha vi khch nhng iu vt qu quyn hn ca mnh. Nhn vin xut mt khong thi gian hp l gii quyt. Mt s khch hay ku ca phn nn do bn cht ca h v c th khng bao gi tho mn vi bt k hnh thc gii quyt no, nhn vin cn c bin php i ph vi i tng khch ny. Mi ku ca phn nn ca khch u c nhn vin l tn trn trng. S bt li cho khch sn nu khch ri khch sn m cha ni ra nhng bc tc ca mnh v khch s k vi bn b, ngi thn ca h. iu ny s nh hng ti ngun khch tim nng ca khch sn.

Khi khch phn nn nhn vin phi nhanh chng c phng n gii quyt ti u khch hi lng.

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CHNG V LM TH TC THANH TON V TIN KHCH (CHECK-OUT) I. Cng vic chun b thanh ton v tin khch 1. Khng nh li vic khch tr bung Da vo danh sch khch d nh ri khch sn nhn vin l tn cn lin lc vi tng khch xc nh thi gian khch s tr bung. Vic ny ng vai tr quan trng gip nhn vin thu ngn chun b cho vic thanh ton vi khch c hiu qu. Mt s khch c th thay i k hoch nh ko di thi gian lu tr hoc cng c th t xut ri khch sn trc thi gian d nh tr bung. Vic nhn vin khng nh li vic tr bung v ri khch sn ca khch cn gip cho khch sn ch ng hn trong cng tc qun l bung. Ti nhiu khch sn danh sch khch tr phng ngy hm sau c chuyn ti cc b phn c lin quan t chiu ngy hm trc ch ng trong cc th tc tr phng ca khch. 2. Thng bo khch tr bung vi cc b phn khc trong khch sn B phn l tn phi thng bo kp thi vic khch tr bung cho cc b phn cung cp dch v ca khch sn, ng thi ngh cc b phn ny chuyn ngay cc ho n dch v cha thanh ton ca khch chun b h s thanh ton cho khch. B phn l tn phi bo cho b phn bung v vic khch s tr bung b phn bung ch ng kim tra mini bar, dng trong bung, b tr dn v sinh bung chun b n khch khc. 3. Chun b h s thanh ton trc cho khch Nhn vin thu ngn da vo danh sch khch d nh thanh ton hng ngy chun b h s thanh ton cho khch. Thng thng ca trc chun b h s thanh ton cho ca sau. Vic chun b tt h s thanh ton trc cho khch s gip cho vic thanh ton nhanh v hiu qu. H s thanh ton gm: Phiu ng k khch sn.

Th xc nhn t bung.

Cc loi ho n dch v cha thanh ton ca khch v cc phiu k n. Phiu i bung (nu c). Phiu thanh ton trc ca khch (nu c).

Phiu c th tn dng: kim tra khon tin m bo cho vic thanh ton
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Ho n tng hp. Th cm n khch ca tng gim c khch sn.

Tt c cc phiu v ho n trn c xp vo h s tn khch ngoi v cc h s c sp xp theo th t s bung tin s dng.

4. Kim tra s tin t cc ca khch Trng hp khch t cc mt s tin khi t bung hoc lm th tc ng k khch sn, nhn vin thu ngn phi kim tra k trnh nhm ln trong khi lm th tc thanh ton cho khch. Khi chun b h s thanh ton trc cho khch, nhn vin thu ngn phi kim tra h s ng k khch xc nh trch nhim v phng thc thanh ton. Trng hp khch c t cc trc, khi thanh ton cn nhn vin thu ngn phi tr s tin khch t cc. 5. ngh ngn hng chp thun vic thanh ton ph tri ca khch i vi khch hng thanh ton bng th tn dng m c mc tiu dng ln hn mc quy nh ca ngn hng, nhn vin thu ngn phi tin hnh xin s chp thun thanh ton ca ngn hng cho khch. Cch xin chp thun thanh ton (Approved code): Bm my xin s tin khch n khch sn, trn my hin ln dng ch "G s th" (Enter card number) sau g phm Enter v g vo my ngy ht hn ca th. Nu khng c g trc trc my s hin ln dng ch "G s tin cn xin" (Enter amount), tip tc g s tin cn xin vo my, trn my s hin ln dng ch "ng cho thanh ton" (Authorized). Mt s trng hp khi c th qua my m khng xin c Approved code th nhn vin phi gi in ra ngn hng lin quan xin ngn hng chp thun. Nu c th ghi li s Approved code. Trng hp ngn hng khng ng nhn vin thu ngn phi bo ngay cho khch khch kp thi gii quyt. II. Quy trnh thanh ton cho khch 1. Quy trnh thanh ton cho khch

Cho khch v gi gip . Hi tn khch v s bung. Hi khch m hm qua v sng nay c s dng thm dch v g ca khch sn khng.
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Tip nhn yu cu thanh ton Tm h s thanh ton v xc nhn li cc thng tin vi khch.

Chuyn v yu cu khch kim tra bng tng hp chi ph.

Bo cho b phn bung v vic khch tr bung v ngh kim tra. Chuyn cho khch bng tng hp chi ph kim tra li. + Hi phng thc thanh ton

Nhp nt cc chi ph cn li nu c vo bng tng hp chi ph. Lm th tc thanh ton cho khch + Thng bo tng s tin khch phi thanh ton (sau khi tr tin t cc nu c) + Lp ho n thanh ton + Thc hin vic thanh ton + Chuyn ho n cho khch kim tra v ngh k tn. + ng du " thanh ton" vo ho n khch tr tin v a cho khch. Chuyn th cm n ca khch sn (nu c) + Nhn li cha kho bung v tr li giy t tu thn cho khch. + Tr trong kt an ton li cho khch (nu c). Tham kho kin khch v cc dch v ca khch sn. Gip khch tm phng tin vn chuyn nu khch c nhu cu.

Giao phiu thanh ton (check-out card) cho nhn vin hnh l. Tm bit khch, chc khch ln ng may mn, hn sm gp li.

Hon thin h s thanh ton v i tnh trng bung. Chuyn h s thanh ton cho b phn k ton. 2. Mt s iu cn lu khi thanh ton cho khch on Xc nh r trch nhim v hnh thc thanh ton ca on vi trng on. Thc hin thanh ton cho on: ho n thanh ton c a li cho khch. Nhng ho n cha thanh ton c lu li thanh ton vi cng ty. 3. Thanh ton v tr bung nhanh (Express check - out) Khch thng tp trung tr bung vo cng mt khong thi gian, do vy b phn l tn thng rt bn rn vo thi im . khch khng phi ch lu khi lm th tc thanh ton, mt s khch sn c dch v tr bung nhanh. Hnh thc tr bung nhanh c p dng vi khch thanh ton bng th tn dng. Cc phiu tr bung nhanh thng c t trong bung khch hoc quy l tn. Vo bui sng sm ca ngy khch tr bung, nhn vin l tn chuyn cho khch mt bn ph t tng hp cc chi ph ca khch kim tra trc. Trc khi khch ri khch sn h s in tn, s bung v k tn vo phiu tr bung nhanh. Khch a li phiu cho l tn v ri khch sn m
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khng phi lm cc th tc thanh ton vi nhn vin thu ngn. Sau nhn vin thu ngn s ghi tng s tin khch tiu dng vo phiu c th tn dng. c ngn hng chp nhn thanh ton, khch sn phi gi cho ngn hng phiu c th tn dng, phiu ng k khch sn hoc phiu tr bung nhanh c ch k ca khch. Sau khi thc hin thanh ton, khch sn gi cho khch ho n thanh ton theo a ch ca khch. IV. Nhng cng vic sau khi khch tr bung v ri khch sn 1. Cp nht tnh trng bung Sau khi khch tr bung v thanh ton xong, nhn vin l tn chuyn tnh trng bung khch thanh ton thnh bung trng v thng bo cho b phn bung lm v sinh sn sng bn cho khch mi. 2. Lp h s lu khch hng (Guest history) H s lu khch hng l tp hp cc thng tin v c nhn, s thch v c im tiu dng ca khch lu tr ti khch sn. Nhng thng tin ny gip khch sn hiu r hn v khch cng nh s thch ca h hon thin sn phm nhm p ng nhu cu ca ngun khch trong tng lai. Thng tin v khch hng cn gip cho vic nhn t bung, hoc phc v khch trong thi gian lu tr trong tng lai c hiu qu cao. Ngoi ra, h s lu khch hng cn gip cho khch sn hiu c tng i tng khch ca khch sn v c nhng chng trnh qung co ph hp. 3. Chuyn h s thanh ton ca khch cho b phn k ton Sau khi thanh ton cho khch nhn vin l tn phi rt ton b ho n dch v ca khch ra khi h s thanh ton, loi b nhng lin ho n khng cn phi lu gi sau chuyn ton b h s thanh ton ca khch cho b phn k ton. Nhn vin l tn giao tin v cc ho n thanh ton cho b phn k ton. Trng hp khch cha thanh ton, nhn vin l tn chuyn ton b ho n, h s lin quan v bn bo co cng n ca ngy hm cho b phn k ton.

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CHNG VI QUN L L TN I. Phng php qun l tn thu (Yield management) Qun l tn thu l phng php kim sot gi bung v cng sut s dng bung nhm ti a ho doanh thu bung ca khch sn. 1. Qun l nng lc cho thu bung (Capacity management) Qun l nng lc cho thu bung c s dng kim sot s bung khch sn cho thu bng cch chp nhn t bung nhiu hn s bung thc c ca khch sn vo mt ngy c th (overbooking). Mun vy, b phn l tn cn d bo chnh xc s lng bung khch t trc nhng khng ti v khng bo hu, s bung khch tr sm hn v mun hn d nh, s bung dnh cho khch vng lai. 2. Kim sot thi gian lu tr (Duration control) Nhn vin l tn c th hn ch mt s t bung cho mt m nhn t bung ca nhng khch s nhiu m trong khch sn nhm tri u cng sut s dng bung. V d, vo mt ngy c th c s kin ni bt thu ht ng khch, nhn vin l tn thuyt phc khch t bung thm 1-2 m lu tr trc hoc sau s kin vi chng trnh khuyn mi ca khch sn v tin bung. 3. Bn tn thu Nhn vin l tn s dng cc phng php bn hng thuyt phc khch thu bung mc gi cao hoc gii hn khch t bung cho on dnh mt s lng bung bn cho khch vng lai. II. Mt s ch tiu thng dng trong qun l l tn * Hng ngy l tn s tnh ton cc s liu sau: Tng s bung c khch. Tng s bung bn c trong ngy. Gi bn bung trung bnh. Doanh thu bn bung. Tng s t bung m khng ti v cng khng bo hu (no-show). Tng s khch vng lai v s phng khch vng lai (walk-in). Tng s bung khch tr sm hn d nh. Tng s phng khch gia hn thm.
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L tn xem xt, tnh ton nh k (tun, thng, qu, nm...) nhng ch tiu sau: 1. Tng s ngy khch lu tr Tng s ngy khch lu tr = Trong :

Ki = Lt khch th i n lu tr ti khch sn n = s lt khch lu tr ti khch sn

Ti= S ngy lu tr ca lt khch i

2 . Tng s ngy bung Tng s ngy bung = Tng s bung x S ngy c khch 3. Tng doanh thu bung m Tng doanh thu bung = Trong : Gj = Gi bn bung loi j trong k Nj = Tng s ngy bung j trong k m = S loi bung bn ra 4. Cng sut s dng bung trung bnh S bung c khch ( hoc s bung bn ra) (x 100%) Cng sut s dng bung TB = Tng s bung c kh nng p ng

j=1

Gj X Nj

5. H s khch s dng bung Tng s khch H s khch s dng bung TB =


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S bung c khch (bn ra)

6. Gi bung bnh qun hng ngy Tng doanh thu bung trong ngy Gi bung bnh qun = S lng bung bn c trong ngy 7. Chi tiu bnh qun ca mt khch cho dch v lu tr (bung Tng doanh thu bung Chi tiu bnh qun = Tng s khch ca mt khch cho dch v lu tr

8. T l phn trm bung khch t nhng khng ti cng khng bo hu (no-show rate) S bung no-show x no-show (% )= S lng bung t trc 9. T l phn trm bung khch vng lai (walk-in rate) S bung khch walk-in x 100% T l bung khch walk-in (% ) = S lng bung khch ti 100%

10. T l phn trm bung khch gia hn thm (overstay rate) S bung khch overstay x 100% T l bung khch overstay(%) = S lng bung khch tr
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11. T l phn trm bung khch tr sm hn d nh (understay rate) S bung cho khch understay x 100% T l bung khch understay(%) = S lng bung khch tr 12. T l phn trm doanh thu bung thc t so vi doanh thu tim nng: Tng s bung xCng sut bung xGi bn bung thc t trung bnh x 100 % = Tng s bung x Cng sut bung x Gi bn chun

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Nhng thut ng thng dng trong b phn l tn

Ting Anh Long term guest (Long staying) VIP guest Room service Dry cleaning Laundry Hotel service Name list Room list Upgrade the room

Ting Vit Khch di hn Khch quan trng B phn phc v n ti bung khch Git kh Git l Dch v khch sn Danh sch tn khch Danh sch bung B tr bung tt hn loi khch t, khch khng phi thanh ton chnh lch

Guaranteed Reservation Receipt Non-smoking room Smoking Area Front Desk Hotel bill Morning wake-up call Hotel Directory Telephone Directory High season Low season Continental Breakfast Breakfast buffet American Breakfast Full Board Half Board Single room

t bung c m bo Giy bin nhn Bung khng ht thuc Khu vc ht thuc Quy l tn Ho n khch sn Bo thc bui sng Sch hng dn dch v khch sn Sch hng dn tra cu in thoi Ma cao im (ng khch) Ma vng khch n sng kiu lc a n sng t chn n sng kiu M n 3 ba sng-tra-ti n 2 ba sng-tra (hoc ti) Bung 1 ging n

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Double room Twin room Extra bed Suite room Connecting room R.O.H (Run of house) G.I.T (Group of independent travellers) F.I.T (Free independent travellers) Room rates Rack rate Group rate Commercial rate Complimentary rate Family rate Day rate Package plan rate Government rate Contract rate Co-operate Rate F.O.C (Free of charge) Resort Hotel Residential Hotel Room status Registration Welcome drinks Airport pick-up Over booked Waiting list Fully booked Late check out Early check in Triple room King sized bed

Bung 1 ging ln cho 2 ngi Bung 2 ging n Ging k thm Bung cn h (nhiu phng) Bung thng nhau Gi bung ng hng on du lch, nhm du lch Khch du lch t do Gi bung Gi nim yt (Gi cng b) Gi cho khch on, nhm Gi k hp ng Khng phi thanh ton/min ph Gi cho gia nh i du lch Gi cho khch khng ng qua m Gi trn gi Gi dnh cho cc t chc Chnh ph Gi k kt hp ng Gi hp ng vi cc cng ty Bung khuyn mi Khch sn ngh dng hoc khu ngh mt Khch sn dnh cho khch thu lu di Tnh trng bung ng k Nc mi n khch t sn bay v khch sn Tnh trng t bung qu ti Danh sch khch ch xp bung Khch sn kn bung Tr bung mun hn d kin Lm th tc nhn bung sm Bung dnh cho 3 ngi Ging i c ln 2,4 x 2,2

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Queen sized bed IDD phone Satellite T.V Credit card guarantee - AMEX - VISA - MASTER - JCB - European Wake up call Booking / Reservation Confirm the booking Reconfirm the booking Do not disturb Walk- in guest Voucher Travellers cheque Cancellation of the reservation Exchange rate Breakfast coupon Hotel Brochure Message Ticket reconfirmation Safety deposit box City tour Minibar Daily Fruits Daily Newspaper VAT Service charge Commission Guest complaint

Ging i c ln 1,8 x 2,2 in thoi gi trc tip quc t V tuyn truyn hnh qua v tinh Bo m bng th tn dng

Bo thc khch t bung Xc nhn t bung Xc nhn li vic t bung Khng lm phin (Bin bo) Khch vng lai (Khng t bung trc) Phiu (thanh ton cho n, lu tr v dch v) Sc du lch Hu t bung T gi i tin Phiu n sng Tp gp gii thiu v khch sn Tin nhn Xc nhn v Kt an ton Tour tham quan thnh ph T lnh c ng ung trong bung ng ca khch Hoa qu t bung hng ngy Bo t bung hng ngy Thu gi tr gia tng Ph phc v Tin hoa hng Phn nn ca khch

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Tour Leader Tour Guide Room charge Registration form Room with bath Room with shower Deposit Left Luggage Check out time No-show

Trng on Hng dn vin du lch Gi bung Phiu ng k khch sn Bung khch c phng tm Bung ng c vi tm hoa sen Tin t cc Hnh l b qun Thi gian tr bung Khch t bung bo m nhng khng ti khch sn cng khng bo hu

Non-guaranteed reservation Weekend rate Lobby Parking Extra charge Guest survey Adjacent rooms Adjoining rooms Average room rate per guest Average daily rate Cancellation hour Cash voucher Concierge Daily operations report Emergency key Folio City ledger Handicapped room Log book Management contract Occupancy Ratio Travel and tourism industry

t bung khng c m bo Gi cho ngy ngh cui tun i snh Ni xe Ph b sung, thanh ton thm Phiu iu tra kin khch Bung k bn Bung lin k i din Gi bung bnh qun/1 khch Gi trung bnh hng ngy Gi hu bung Phiu thanh ton bng tin mt B phn h tr n tip khch (ti tin snh) Bo co hot ng hng ngy Cha kho vn nng Ho n Khon n tr chm Bung dnh cho ngi tn tt S giao ca Hp ng qun l T l cng sut s dng bung Ngnh du lch

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Uniformed service AP - American plan Overstays Stayover Understays Paid - out Room night Occupied Rush room Sleep-out Skipper Slipper Vacant and ready Out-of-order Lock out

Dch v h tr n tip (hnh l..) Gi trn gi (bung ng + 3 ba n trong ngy) S bung khch qu ngy d kin tr bung S bung khch qu gi d kin tr S bung khch tr trc thi gian d kin Khon tin tm ng m khch Bung ang c khch lu tr Bung khch sp tr nhng xp cho khch khc Bung khch ng k nhng cha s dng Bung khch qut tin Dp i trong nh Bung trng sch, sn sng cho thu Bung hng hoc ang bo dng Khch qun cha kho trong bung, khng vo c, ch khch sn gii quyt

Availability report European plan Expected arrivals list Expected departures list Front office High balance report Housekeeping Incentive rate Settlement Support center

Bo co tnh trng bung trng Gi bung khng bao gm ba n Danh sch khch d nh ti Danh sch khch d nh i B phn tin snh Bo co v cc khon n c mo him cao B phn bung Gi khuyn khch dnh cho cc on tour Vic thanh ton Trung tm h tr

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