Tun 1 T ngy 15/08/2011 n 21/08/2011

THI GIAN 15/08/2011 CNG VIC NHN XT KINH NGHIM

- Gii thiu sn phm n - Bit cch giao tip, cch gii thiu sn phm hp dn khch hng, cch s khch hng dng t ng ng mc v d hiu ty tng i tng khch hng. - Gii thch chng trnh - Nm c nhu cu ca khch hng nh: c em b i cng, ang vi, d on khuyn mi ang p dng ti c mc gi m khch hng sn lng chi tr a ra nhng gi ph hp. nh hng - Thm kinh nghim trong vic nhp cc order vo my P.O.S: cn thn trnh sai - Gi cho khch hng st v m bo thi gian nhanh nht. nhng sn phm ph hp vi - Nm c cc cng on lm v sinh ti mt nh hng sau gi phc v. nhu cu - V sinh cui ngy.

16/08/2011

- Chun b dng c u ca v - Bit cch chun b nhng dng c cn thit trc gi lm vic nh a, dao, kim tra li v sinh trc khi tha, cch trang tr bn n n khch, cch thay sanitizer (mt loi cht ty ra bt u lm vic. dng lau bn v ngm khn) v ghi MRD cho sn phm nh ph mai bt, t - c ch M Uyn lm bt, tng c, tng t. b phn Marketing hng - Nm c cch pht t ri nh th no cho hiu qu. dn pht t ri. - Bit cch tr li khch hng qua in thoi v chuyn cuc gi sang Pizza Hut - Nhn in thoi khch Delivery nu khch c nhu cu giao hng tn ni, lun bt u bng cu Pizza

hng. - c ch Chiu Uyn (Shift Leader) hng dn cch gii p nhng thc mc ca khch hng

Hut Nowzone xin nghe hoc Pizza Hut Nowzone. May I help you? - Bit cch tr li khi khch hng thc mc v s thay i cc loi tng, khn giy, chng trnh khuyn mi, cch by tr bn n nhm m bo li ch ca cng ty v hn ch a ra nhng nhn xt ch quan ca mnh.

- ng dng nhng l thuyt c hc trc vo thc t phc v khch - Phc v sn phm n hng. y l cng vic chnh nn qun l i hi cht lng phc v rt cao. Rt khch hng da trn 10 bc c kinh nghim trong vic cho khch v lun ci khi khch n nh hng. phc v (10 Moments Of Truth) c hng dn trc. 17/08/2011 - c ch Ngc Anh (Shift leader) phn cng xung kho ly tng c tng t (chai), 1 thng pepsi, cc loi st. - Lm v tr foodrunner - Cch s dng xe y hng, bit c v tr kho hng, ly hng xong phi ghi vo phiu kim hng c t k hng qun l d kim tra khi cn thit. Vn chuyn cn thn v cc bch st d rch v cc lon pepsi s mp mo nu b rt. - Nm c nhng cng vic m foodrunner cn lm nh lau dao, mun, na, bng b thc n, dn dp bn sau khi sever dn vo v trn quy bar.

- Nhn t tic sinh nht cho - Nm c cc bc cn lm khi nhn tic nh h tn khch hng, tic dnh cho b c 10 tui vo 18h ch ai, s in thoi lin lc, tic dnh cho bao nhiu ngi, c yu cu ngi qun nht ngy 21/08/2011 tic v trang tr hay khng, sp xp v tr din ra tic v ch s ng ca khch hng, a thc n khch chn mn n, nhn tin t cc v chuyn tt c thng tin ghi nhn c cho shift leader.

18/08/2011

- H tr nhn vin ca 8h - Nng cao tinh thn teamwork, h tr nhau trong cng vic t hiu qu cao 14h dn dp v chun b nh nht. hng trc gi phc v. - Nm c cc th tc, giy t khi n chi nhnh khc ly hng, phi kim tra - c ch Chiu Uyn (Shift hng k lng trc khi k nhn v bn giao li cho qun l, li xe cn thn trnh leader) phn cng sang va chm d lm hng ha b h hi, m bo thi gian ngn nht c th. Maximark trn ng 3 - Bit c cng vic v tr hostest l cho n khch, dn khch vo nh hng, thng 2 ly 2 bch tht b, 1 gii thiu promotion mi, gi cho khch chn mn n, lun ti ci v cm bch cnh g. n v khch gh nh hng d c dng ba hay khng. - Lm v tr hostest. - T nghin cu: - Bit c b cc ca bo co thc tp nhn thc.

19/08/2011

Nht k thc tp ca ch - Rt ra c cc bi hc cho bn thn v 3 nguyn tc ng x cn bn bao gm: Nguyn Th Thanh Hng Khng ch trch, on trch hay than phin. lp TV081 Thnh tht khen ngi v bit n ngi khc. Cun sch c nhn tm ca tc gi Dale Carnegie Gi cho ngi khc mun thc hin iu bn mun h lm. 20/08/2011 - T nghin cu: - Nm c cch trnh by Nht k thc tp.

Nht k thc tp ca ch - Rt ra c 6 cch to thin cm nh sau: Nguyn Th Thanh Hng Tht lng quan tm n ngi khc lp TV081 Hy mm ci!!! Cun sch c nhn tm ca tc gi Dale Lun nh rng tn ca mt ngi l m thanh m m, thn thng v quan trng nht i vi h. Carnegie (cha c ht)

 Bit lng nghe v khuyn khch ngi khc ni v vn ca h. Ni v iu ngi khc quan tm. Tht lng lm cho ngi khc thy rng h quan trng. 21/08/2011 - Hp u ca. - c ph bin v tnh hnh sale ca nh hng, kt qu chm CMS (Champs - c anh Vit V (RGM) Management System) v CER (Champs Exellence Review), cc vn khc nh ch nh h tr ch M Uyn v sinh trong nh hng, thi phc v, chnh xc, i tr trong gi lm vic. t chc tic sinh nht cho b - Nm c cch t chc tic sinh nht dnh cho thiu nhi: ni chuyn nh nhng 10 tui. vi cc b, gip cc b ly thc n, dng ly nha trnh v, h tr ch tic - Kt thc tic, dn dp v qun l cc b trnh trng hp i lc hoc lm phin cc khch hng xung quanh, t chc cc tr chi nh to khng kh vui ti cho ngy sinh nht, gi tr li v tr food runner. cho khch hng l ngi ln gi cc mn n ph hp vi cc b. Sau khi tic kt - V sinh cui ngy thc phi nhanh chng dn dp c th nhn khch mi nhm nng cao li nhun cho nh hng.

Tun 2 T ngy 22/08/2011 n 28/08/2011

THI GIAN 22/08/2011 CNG VIC NHN XT KINH NGHIM

- c ch i Hng (Shift - Rt ra c nhng kinh nghim khi ng dng 10MOT vo thc t nh: khch leader) phn cng phc v hng thng thch dng phn n Qu v cc nguyn nhn sau: khch hng khu C. Gi r, ph hp vi thu nhp bnh qun ca sinh vin, ngi lao ng - p dng thc t 10MOT Tin li khi i 1 ngi Check hng cui ngy Cht lng tng i - i tng khch vo Pizza Hut Nowzone hn 80% l dng thc n Qu , c th do chi nhnh ny tp trung lng khch hng c thu nhp trung bnh nh nhn vin cc shop thi trang v cc vn phng lm ic xung quanh, ca hc sinh, sinh vin t cc trng xung quanh nh THPT chuyn L Hng Phong, THPT Thc hnh s phm, H Khoa hc t nhin, H Si Gn, H S phm. c bit cc ngy t th 2 n th 6 lng khch n y khng nhiu bng th 7 v ch nht. Tuy nhin, nu so snh vi cc chi nhnh ti trung tm thng mi khc th lng khch mi ngy t hn rt nhiu, c l v khu vui chi gii tr ca trung tm ny cha c nng cp v cha thu ht c gii tr. - Bit cch kim tra hng cui ngy qun l vit bo co, trnh sai st, cn thn

m li nhiu ln c s liu chnh xc nht v th 2 l ngy ng tun nn s m nhiu mt hng hn nh dao, mung, na, khn giy, cn ph mai bt, t bt, tm, ti giy, ti nha, tng t tng c chai v bch.

23/08/2011

- Hp u ca.

Trong cuc hp, ch Tuyt Hng nhc nh cc bn server ch tp trung vo - c ch Tuyt Hng 10MOT v thi gian ny ang l cao im chm im CMS, ch khng mun (Assistant) hng dn chm nhn vin mc li nhng li c, t mc tiu l im phi trn 96. Ngoi ra cn cc vn khc nh ng phc ca nhn vin khng chnh t, nhn vin trong cng trong ngy. bp thng khng i nn, qun ghi phiu kim hng di kho khi ly hng, lm - Phc v khch hng trong qun l gp kh khn khi thng k cui tun. phm vi khu B. Rt c kinh nghim khi phc v khch khu B, v khu B c 2 bn nm phm - V sinh cui ngy. vi ngoi nh hng nn rt kh thy, nu khng khch s d dng b i d cha thanh ton v mnh phi chu trch nhim thanh ton ton b ha n ca bn . V th phi ht sc lu n 2 bn ny. Bn cnh , v bn ny nm gc khut nn c trng hp khch than phin khng ai a thc n mc d ngi rt lu. - T nghin cu: Bin bn - Rt ra kinh nghim cho bn thn v cc li sai ca nhn vin khc: chm CMS ca cc thng Phc v thc n qu nhanh. trc. Khng ci ti n khch. khch t i vo bn m khng i cng.

24/08/2011

 Khng khen s la chn ca khch Khng gii thiu promotion mi Khng gii thiu tn. Khng hi thm s hi lng. Khng phc v ming u tin cho khch. Khng ngh khch dng trng ming. Thc n ra chm hn thi gian quy nh hoc khng ng th t. 25/08/2011 - Lm vic v tr Dish - Nm c cch s dng my ra chn da, cch s dng ha cht ty ra v u Washer tin cho nhng vt dng ang cn s dng gp. Nm thmcc cng on v sinh my cui ngy. Ngoi ra cn nng cao tinh thn teamwork khi c cc nhn vin - H tr quy Cut. khc gip rt nhiu v khi ng khch c th qua bn h tr ct bnh kp thi gian phc v khch. - Chu trch nhim phc v Khu A l khu vc ng khc nht trong nh hng v l khu vc rng nht, khng khch trong phm vi khu A. gian thong ng, nm ngay li vo nh hng nn lng khch vo rt nhiu v - Tip tc ng dng 10MOT. lin tc. V th nn cn 2 nhn vin phc v v phi lm vic vi cng cao hn cc khu vc khc. c bit phi kho lo trong vic sp xp cng vic trc - Dn 1 nhn vin chi sau trnh trng hp khch ngi i nhn vin phc v qu lu hoc khch nhnh khc xung kho ly b i khi cha thanh ton m mnh khng bit. Hn ch cc sai st c th mc hng. phi khi nhp order vo my P.O.S. Khi c vn sai st phi bo ngay vi qun l c phng n gii quyt hp l. - V sinh cui ngy. Vn m bo 10MOT d khch dng bt c mn g, tuyt i khng v khch dng t mn m phc v s si hay thiu tn trng khch hng.

26/08/2011

Kim tra hng ha tht k trc khi giao cho nhn vin khc k nhn, ly li 1 t transfer giao li cho qun l, ghi phiu kim tra hng, tt n, kha kho cn thn, hng dn nhn vin chi nhnh khc li ra. 27/08/2011 - T nghin cu: Cun sch - Rt c 4 nguyn tc nhm t c s sn lng hp tc ca ngi khc: c nhn tm - Dale Cch gii quyt tranh ci tt nht l ng n xy ra. Carnegie (cha c ht) Tn trng kin ca ngi khc. ng bao gi ni: Anh/Ch sai ri!. Nu bn sai, hy nhanh chng v thng thn tha nhn iu . Lun bt u bng 1 thi thn thin. 28/08/2011 - Phc v khch hng khu - Nm c cch gii quyt khi khch yu cu i mn va mi gi ( nhp A. order vo my P.O.S): vic u tin l chy gp vo bp kim tra xem mn - Nhn t tic lin hoan cho c chun b cha, nu cha hoc ang chun b m nhn thy c th thu hi li 1 cng ty ngy 01/09/2011 cc nguyn liu c th yu cu dng vic chun b mn , sau nh qun l hy order trn my P.O.S (v ch c th ca qun l mi c chc nng ny). lc 18h cho 50 ngi. Trng hp mn chun b xong hoc ang chun b m khng th thu hi - Bn giao ca. nguyn liu c th phi bo vi khch v mong khch hng thng cm. Nu khch hng khng ng th bo vi qun l c phng n gii quyt. Tuyt i khng tranh ci vi khch. - Tin hnh vic nhn tic nh tng lm trc y. Tuy nhin, im khc bit so vi tic sinh nht ca thiu nhi l tic lin hoan ca cng ty thng khng gi mn trc (nu c cng ch gi vi mn chnh), ngi t tic ch t ch ngi, h cng khng cn ngi qun tic hay trang tr nhiu, nhn vin ch vic thng bo a im t chc tic cho khch hng l c. - Ln u lm ca gy nn phi bn giao khu vc phc v li cho ca 17h. Ni dung

bn giao: v sinh khu vc phc v, ha n ca khch, thi gian ngi i mn n ca khch, mn n no c phc v, bn no thanh ton, bn no cha c phc v vv

Tun 3 T ngy 29/08/2011 n 04/09/2011

THI GIAN 29/08/2011 CNG VIC NHN XT KINH NGHIM

- T nghin cu: Ti liu v - C thm thng tin v chui nh hng Pizza Hut trn th gii, c bit l v qu Pizza Hut trn website trnh hnh thnh v pht trin, cc sn phm, chin lc qung co vv Nhng Wikipedia (ti liu bng ting thng tin ny s h tr rt nhiu trong qu trnh vit bo co thc tp nhn thc. Anh) - n phng nhn s ca Pizza Hut t ti Phng Long Tower lin h thm v cc th tc khi thc tp n mc lch s, lin h v ngi i khu vc dnh cho khch. Trnh by r rng mc ch v ni dung qu trnh thc tp mt cch r rng, chun b cc giy t cn thit xc minh, c trc ni quy v nhn vin thc tp ti cng ty trao i c hiu qu v nhanh chng. Kt qu l c chp thun thc tp ti cng ty v c xc nhn cc giy t cn thit cho vic bo co kt qu thc tp trng. Cm n s h tr v ra v. - Rt c thm 4 nguyn tc nhm t c s sn lng hp tc ca ngi khc: Hi nhng cu khin ngi khc p vng tc th. ngi khc cm thy h l ngi lm ch cuc ni chuyn. ngi khc tin rng chnh h mi l ngi a ra tng u tin.

30/08/2011

31/08/2011

- T nghin cu: Cun sch c nhn tm - Dale Carnegie (cha c ht)

 Thnh tht nhn nhn vn theo quan im ca ngi khc.

01/09/2011

- c chi i Hng phn cng h tr ch M Uyn t chc tic lin hoan cho 50 ngi

- Phi sp xp bn gh sao cho ch cho khch ngi thoi mi, thun tin v tic c t chc bn ngoi nh hng nn hn ch lm phin n cc gian hng khc food court. Ghi nhn order chnh xc v sp xp ly, da, ly nc ngt theo s ch o ca ch M Uyn. Cui tic dn dp v sinh, sp xp li bn gh nh lc u, - Xung kho ly thm ly thy bn giao khu vc li cho qun l tng 4. tinh, da, dao, tha, na, khn - Vn chuyn ly thy tinh nn phi cn thn trnh lm v, kho lo trong vic giy, tng c tng t sp xp v s lng hng ha nhiu m din tch ca xe c hn, khng c c (chai) sc mang qu nhiu v s lm ri rt dc ng i, va tn thi gian li gy ra thit hi. - V tr foodrunner - V sinh cui ngy - Thc hin cng vic foodrunner v lm v sinh nh mi ngy.

02/09/2011

- Phc v khch khu A - V sinh cui ngy

y l ngy l, nhu cu vui chi gii tr tng ln dn n s lng khch cng tng theo, ban qun l nh hng cng on trc c s lng khch s tng t bin nn tng cng thm nhn vin phc v cng nh nhn vin trong bp. Mi nhn vin ch m nhn duy nht 1 cng vic tng hiu qu hot ng, hn ch nhm ln v nu 1 sai st xy ra s khin ton b cc khu khc cng b nh hng. Khi lng cng vic dng nh tng gp i v mi nhn vin u phi tp trung ht sc c th. V sinh cui ngy nh thng l.

03/09/2011

- Pht t ri - Phc v khch hng - Gii quyt khiu ni ca khch hng v thi gian phc v qu lu - Nhn tic ngoi d kin 20 ngi - V sinh cui ngy

- ng dng nguyn tc L.A.S.T gii quyt khiu ni theo trnh t sau: Listen (Lng nghe) nghe khiu ni ca khch hng 1 cch cn thn, tuyt i khng t ra thiu nghim tc. Appologize (Xin li) nhn vo mt khch hng v xin li khch v s bt tin, thi ht sc chn thnh, tuyt i khng t ra min cng hay lm qua loa cho c, gii thch cho khch nguyn nhn v mong khch hng thng cm. Satisfy (Lm hi lng) ngh vi khch hng 1 phng n gii quyt ph hp, c th v nhanh chng. Thank (Cm n) 1 ln na xin li v cm n khch hng v gp cho nh hng v s bo li vi qun l ci thin cht ln phc v. Bit cch sp xp v tr bn gh khi bt ng c 1 s lng khch kh ng n, sp xp bn khu B gm B1, B2, B3, B4 ni vi bn C3. Tuyt i gi s bnh tnh, khng c lng tng khch i lng vng nh hng lm nh hng n nhng khch ang ngi n. Nu cm thy khng gii quyt c phi bo ngay vi qun l c hng dn ph hp.

04/09/2011

- Chun b nh hng trc khi m ca. - Phc v khch khu C. - Hp u ca - c ch Chiu Uyn hng dn xp hp giy (dng gi bnh pizza v).

- Cp nht phn cng cng vic mi, h tr ca 9h lm tt cng vic chun b nh hng. - Ni dung cuc hp: Thng bo v tnh hnh sale, im CMS, CER ca nh hng trong thng v tin trong qu 3/2011 Nhc nh v tnh hnh i tr, ng phc khng gn gng, nhn vin trong bp khng i nn, s lng hy ca lm (t xut c bo trc) tng ln, nhn vin

- Phi ming lt ly. - Bn giao ca.

part-time ng k lch thng ngh ngy th 7 v ch nht. Thng bo vic ch Tuyt Hng chuyn cng tc sang PHD (Pizza Hut Delivery) Sky Garden qun 7. - Bit cch xp hp sao cho p, nhanh v chc chn, cch cht hp sao cho gn gng. - Bit c v tr phi ming lt ly, cch sp xp ln l hong kh. - Bn giao khch hng khu C cho ngi thu ngn.

Tun 4 T ngy 05/09/2011 11/09/2011

THI GIAN 05/09/2011 06/09/2011 07/09/2011 CNG VIC - Xin ngh n thi cui k - Xin ngh thi cui k - Tham d lp Orientation - Hiu thm v vn ha ca tp on Yum (How we win together How we work together Customer Maniac), tp on Jardines Group ca Hong Kong, cch t chc, sp xp nhn s, cc quy nh ca cng ty, tham gia cc tr chi b ch, xc nh cc c hi thng tin khi lm vic ti chui nh hng Pizza Hut ti Vit Nam, nhn c s tay nhn vin, bit c cc quyn li v ngha v ca nhn vin, tham quan chi nhnh ti L Thnh Tn v hc hi cch phc v cng nh t chc ti chi nhnh ny. c cc anh ch phng Training hng dn c th 10MOT thng qua role-play v cc tnh hung thc t xy ra khi phc v khch hng, tho lun v cc hng gii quyt ph hp. c bit l k nng LAST gii quyt khi khch hng khiu ni v sn phm hay cht lng phc v (Listen Apologize Satisfy Thank). Bn cnh l cc t vit tt nh CHAPMS (Clearliness Hospitality Accurrancy Product Maintenance Speed of service), CARE (Courtesy NHN XT KINH NGHIM

08/09/2011

- Tham d lp 10MOT

Attentiveness Respect Enthusiasm)

09/09/2011 10/09/2011

- Xin ngh thi cui k - T nghin cu: S tay nhn vin, cc thng tin ghi chp c ti 2 lp hc Orientation v 10MOT Nm c cc quy nh, ngha v v quyn li ca nhn vin (cha c ph bin v l do thi gian c hn) Qu trnh hnh thnh v pht trin ca Pizza Hut (ghi chp li), cc ct mc thi gian quan trng ca Pizza Hut ni chung v Pizza Hut Vit Nam ni ring. Ghi nh nh hng, nhim v, cc gi tr ct li, chi tit v vn ha ca tp on Yum.

11/09/2011

- Phc v khch khu B

- Cch ng x khi gp 1 khch hng kh tnh. Trng hp c th: anh Ngha - Thm d kin khch hng khch hng quen thuc ca nh hng, thng c nhng yu cu v cch ch bin thc n, thng gp vi qun l v thi phc v ca nhn vin. i vi dng - Xung kho ly bt, ph mai khch hng ny, qun l nhc nh nhn vin thn trng trong cch phc v, m bo chc chn v thi gian phc v cng nh cht lng sn phm, tuyt i - Bn giao ca khng xy ra bt k sai st no. Cng chnh v vy m anh Ngha cm thy tin tng v cht lng phc v ca nh hng v tr thnh khch hng trung thnh vi pizza hut now zone => chinh phc c 1 khch hng kh tnh c ngha l c thm 1 khch hng trung thnh.

- Cn thn trong vn chuyn hng ha c bit l bt v ph mai v 2 mt hng ny rt d ri vi trong lc vn chuyn. Kho lo trong vic khun vc trnh l bn qun o v sau cn phc v khch hng.

Tun 5 T ngy 12/09/2011 18/09/2011

THI GIAN 12/09/2011 CNG VIC - Hng dn nhn vin mi (ngy th nht) - Phc v khch hng khu A - Chm cng - Nhn in thoi - V sinh cui ngy NHN XT KINH NGHIM - Chu trch nhim hng dn cng vic cho nhn vin mi tn M Hng (19 tui). Cch gii thch cng vic phi d hiu, din t bng hnh ng c th. Ngy u tin hng dn nhng cng vic n gin nhn vin mi lm quen mi trng lm vic nh gii thch s b tr nh hng, cc v tr dng c v sinh, cch lau dao, na, tha, cch by tr bn n n khch, cch bng b thc n, ni r cc yu cu v ng phc, tc phong khi lm vic. Ngy u tin ch yu nhn vin mi quan st mi ngi lm vic c th nm c cch thc hin cng vic. Tnh ton l trnh i ly hng sao cho thun tin nht v i vo gi cao im, rt d kt xe. Ngy th 2 bt u hng dn nhn vin mi 10MOT, M Hng c tr nh tt, t tin trong giao tip vi khch hng, hc hi nhanh v c th ng dng tt, tuy nhin cn nhiu s sut, cn cn thn hn. Nhn vin mi ngy th 2 ch lm v tr foodrunner v cc l do sau: cha c ng phc, cha thnh tho k nng phc v khch hng, cha nm r v thc n cng nh cc chng trnh khuyn mi ca nh hng, nu v tnh phc v trng ngi i chm CMS s lm nh hng

13/09/2011

- i mn hng chi nhnh Thm, Nguyn Tri. - Hng dn nhn vin mi (ngy th 2). - Phc v khch hng khu C. - Nhn tic 30 ngi ngy ch nht 18/09/2011.

- V sinh cui ngy.

n thnh tch ca nh hng. Thc hin cc th tc nhn tic nhanh hn, thnh tho hn, khng lm tn thi gian ca khch hng. Va thc hin cng vic ca mnh va hng dn nhn vin mi v cch phn chia cng vic cui ngy.

14/09/2011 15/09/2011

T nghin cu: Vit bo co thc tp nhn thc - Tham gia din tp phng chy cha chy do ban qun l phi hp vi Nowzone fashion mall t chc. - Hng dn nhn vin mi (ngy th 3) - Phc v khch hng khu B - Nhn hng t chi nhnh Maximark 3 thng 2 - Kim tra hng kho - V sinh cui ngy Kinh nghim: Bit cch x l khi xy ra s c v chy n.

16/09/2011

- Bt u hng dn nhn vin mi v cc mn n trong thc n chnh v thc n Wow. Ngy th 3 tp trung gii thiu cc loi pizza, bt buc phi nm ht tt c gi v thnh phn. Nhn vin mi tip tc lm v tr foodrunner. - Bit cc th tc khi xut ha n c thu khi khch hng c nhu cu, chuyn cc thng tin ca khch hng nh h tn khch hng, tn cng ty, a ch, m s thucho qun l cng nhanh cng tt, tit kim thi gian khng khch phi i. - Kim tra hng kho, bo co cc sai st cho qun l.

17/09/2011

- T nghin cu: Vit bo co thc tp nhn thc

18/09/2011

- Hng dn nhn vin mi (ngy th 4) - H tr t chc tic 30 ngi - Phc v khch hng khu A - Kim tra hng cui ngy

- Hng dn nhn vin mi cch giao tip vi khch hng, cch vn dng nhng nguyn tc phc v c training vo thc t (v nhn vin mi c ng phc). - Sau khi thc n c phc v cho tic xong phi nhanh chng v nh hng h tr v tic c t chc khu m thc. - Kim tra hng nhanh hn, khng b sai st nh lc u.

Tun 6 T ngy 19/09/2011 25/09/2011

THI GIAN 19/09/2011 CNG VIC - T nghin cu: Cun sch c nhn tm - Dale Carnegie (cha c ht) NHN XT KINH NGHIM - Rt ra c thm 4 nguyn tc t c s sn lng hp tc ca ngi khc ng cm vi mong mun ca ngi khc. Khi gi s cao thng ni ngi khc. Bit trnh by vn mt cch sinh ng. Bit khi gi tinh thn vt ln th thch. 20/09/2011 - Phc v khch khu C - Hng dn nhn vin mi (ngy th 5) V sinh cui ngy 21/09/2011 - T nghin cu: Nht k thc tp - Quan st nhn vin mi phc v khch hng, chnh sa nhng sai st. Kim tra nhng g lin quan n gi c v thnh phn pizza. Hng dn thm cch nhp order ca khch vo h thng my P.O.S, thi gian phc v thc ung, mn khai v, mn chnh.

22/09/2011

- Training nhn vin mi (ngy th 6) - Hp u ca vi ch Ngc Anh (shift leader) - Phc v khch hng khu B - Kim tra hng cui ngy

- Gii thch cho nhn vin mi gi c v thnh phn ca cc mn khai v, soup, salad, cm, pasta. Hng dn thm cch kim tra hng cui ngy. - c ch Ngc Anh thng bo v tnh hnh chm im CER, nhc nh v tc phong, tnh trng i tr ca nhn vin, khen thng nhn vin c thnh tch tt. - Ngoi ra, ch Ngc Anh cn gii thch thm v balanced scorecard ca nh hng v cc ch tiu sp ti m nh hng phi t c.

23/09/2011

- Tham gia bui staff meeting, anh V nhn xt v tnh hnh hot ng ca nh hng, khen thng nhn vin xut sc nht thng, chia tay ch Tuyt Hng v ch s chuyn cng tc sng Pizza Hut Delivery Sky Garden Q.7 - Hng dn nhn vin mi (ngy th 7) - Phc v khch hng khu A - Pht t ri - V sinh cui ngy Kim tra li nhng g training cho nhn vin mi, gii thch thnh phn v gi c cc loi nc ung, kem trng ming. Hng dn cch a ha n v nhn tin t khch hng, cch pht t ri.

24/09/2011

25/09/2011

- T nghin cu: Cun sch c nhn tm - Dale Carnegie (cha c ht)

- Cc nguyn tc lnh o hiu qu: Bt u cu chuyn bng li khen ngi chn thnh Gp sai lm ca ngi khc mt cch gin tip Hy xt mnh trc khi ph bnh ngi khc Gi , thay v ra lnh

Tun 7 T ngy 26/09/2011 02/10/2011

THI GIAN 26/09/2011 CNG VIC - Hng dn nhn vin mi (ngy th 8) - Phc v khch hng khu A - Xut hng kho - Kim tra s in, nc 27/09/2011 T nghin cu: cun c Nhn Tm Dale Carnegie (cha c ht) NHN XT KINH NGHIM - Kim tra nhn vin mi v tt c nhng g c hng dn, gii thch thm nhng thc mc v cch h tr t chc tic, cc bc cn lm khi khch n t tic, nhng iu cn lu khi khch thanh ton bng Visa card hoc p dng cc chng trnh khuyn mi. - Thc hin cc th tc xut hng kho nhanh hn, t sai st. - Cc nguyn tc lnh o hiu qu: Bit gi th din cho ngi khc Tht lng khen ngi s tin b, d nh nht, ngi khc. Khen ngi lm ngi khc sng xng ng vi li khen Khuyn khch, m ng cho ngi khc sa cha li lm Tn vinh ngi khc, lm cho h vui v thc hin ngh ca bn 28/09/2011 - Phc v khch hng khu B - Hng dn nhn vin mi - a nhn vin mi vo v tr server (phc v), to iu kin cho h tip xc trc tip vi khch hng nhiu hn di s gim st ca qun l cng nh cc nhn

(ngy th 9) - Pht t ri - Chm cng - V sinh cui ngy 29/09/2011 - T nghin cu: cun c Nhn Tm Dale Carnegie (cha c ht)

vin c kinh nghim trong ca. iu ny khng ch gip nhn vin ng dng linh hot nhng g c training m cn gip h bit sp xp cng vic mt cch hp l hn.

Ngi lnh o nn ghi nh nhng iu di y khi phi thay i thi hay hnh vi ca nhng ngi mnh qun l: Thnh thc. ng ha iu g m bn khng th lm c. Hy ngh n li ch ca nhn vin thay v ca bn thn. Bit chnh xc bn mun nhn vin thc hin iu g. Thng cm. Hy t hi nhn vin ca mnh thc s mun iu g. Xem xt nhng li ch m nhn vin s nhn c khi thc hin iu bn gi , ngh. So snh nhng li ch ny vi nhng iu nhn vin yu cu. Khi a ra yu cu, bn nn trnh by da trn quan im quyn li ca nhn vin.

30/09/2011

- Phc v khch hng khu A - Hng dn nhn vin mi (ngy th 10) - Chm cng - Kim tra hng cui ngy

- Tip tc quan st, hng dn nhn vin mi cc vn gp phi, cch x l tnh hung thng gp, cch gii p thc mc ca khch hng. Ngoi ra cn cung cp thm nhng thng tin v cu hi kim tra sau 14 ngy.

01/10/2011

T nghin cu: Bo co thc tp nhn thc - Phc v khch khu B - Hng dn nhn vin mi (ngy th 11) - V sinh cui ngy - Tip tc quan st v hng dn nhn vin mi khi c nhng tnh hung ngoi mun xy ra. Vic training gip bn thn c iu kin xem xt li v nhng g c hc v kinh nghim tch lu c,

02/10/2011

Tun 8 T ngy 3/10/2011 9/10/2011

THI GIAN 3/10/2011 CNG VIC - Phc v khch khu C - Hng dn nhn vin mi (ngy th 12) - Pht t ri - Kim tra hng cui ngy - Kim tra s in, nc 4/10/2011 - Thu thp hnh nh phc v cho vic vit bo co thc tp nhn thc 5/10/2011 - Phc v khch khu A - Hng dn nhn vin mi (ngy th 13) - Nhn t tic 20 ngi th 7 lc 12h - Hng dn nhn vin mi cch x l trong trng hp khch hng i khi hng nh hng m qun thanh ton (chy theo hoc nh bo v thng bo trn h thng loa) hoc khi khch hng qun vt dng c nhn ti nh hng (yu cu qun l kim tra v nim phong li). NHN XT KINH NGHIM - Nhn vin mi thnh tho cc k nng, khng cn hng dn g thm, ch ng vai tr t vn khi c trng hp c bit xy ra. - Kim tra hng t sai st hn, tranh th c thi gian

- V sinh cui ngy 6/10/2011 - Phc v khch khu B - Hng dn nhn vin mi (ngy th 14) - Kim tra hng kho, cp nht sai st - Chm cng 7/10/2011 - T nghin cu: Tra cu cc ti liu trn th vin phc v cho vic vit bo co thc tp nhn thc - Chun b hng u ca - Phc v khch khu C - H tr t chc tic 20 ngi - Hp vi anh Vit V - Bn giao ca 9/10/2011 - Nhp hng vo kho - Kim tra hng, cp nht sai st - T rt kinh nghim trong vic tr li khch hng v nhng vn c nhn, nn gi khong cch nht nh vi khch hng, va tn trng khch hng va khng nh hng n cng vic. - Thnh tho cc bc t chc tic, thc hin nhanh chng v t sai st hn. - c anh V thng bo v tnh hnh hot ng ca nh hng, nhc nh cc vn v k lut ca nhn vin, cp nht thm mt s quy nh mi ca cng ty. - Ngy cui cng training nn gip nhn vin mi n li nhng g c hc, nhn mnh cc phn trng tm trong bi kim tra vit v phn kim tra ming.

8/10/2011

- Phc v khch hng khu A V sinh cui ngy

Tun 9 T ngy 10/10/2011 16/10/2011

THI GIAN 10/10/2011 CNG VIC - Phc v khch hng khu A - Pht t ri - Kim tra hng cui ngy - V sinh cui ngy 11/10/2011 - Phc v khch hng khu C - Xut hng kho - Kim tra hng kho, cp nht sai st - V sinh cui ngy 12/10/2011 - Phc v khch hng khu B - Chm cng - Nhn tic 15 ngi th 6 18h00 - Cch sp xp khu vc v nhn lc trong trng hp c 3 tic din ra cng mt lc. - Cch sp xp cng vic khi c thiu nhn vin trong ca. NHN XT KINH NGHIM - Cch x l trong trng hp c sai st trong vic phc v thc n cho khch hng (nhn li v pha nh hng, mong khch hng thng cm v ngh mt phng n gii quyt hp l)

- V sinh cui ngy 13/10/2011 - Phc v khch hng khu C - Nhp hng kho - Kim tra hng kho, cp nht sai st - V sinh kho - V sinh cui ngy 14/10/2011 - Phc v khch hng khu B - H tr t chc tic 15 ngi - Chm cng - Kim tra hng cui ngy - Cch t chc tic mt mnh, sp xp cng vic sao cho hp l, s dng nhng kinh nghim t nhng ln h tr t chc tic trc y. - Cch s dng ho cht v sinh kho, thu dn rc v nhng vt dng khng cn thit.

15/10/2011

- Chun b hng u ca - Xung kho ly hng - Hp vi ch Ngc Anh - Phc v khch hng khu C - Bn giao ca

- Kim tra hng tht k trc khi bt u ca lm vic, trnh trng hp thiu hng ho khi ang ng khch - c thng bo v cuc thi Pizza Hut Band Contest, ng k tham d th sc mnh.

16/10/2011

- c ngh n Etown2 trn

ng Cng Ho hp i vn ngh

Tun 10 T ngy 17/10/2011 23/10/2011

THI GIAN 17/10/2011 CNG VIC - c ngh i tp vn ngh chun b thi Pizza Hut Band Contest - c ngh i tp vn ngh chun b thi Pizza Hut Band Contest - c ngh i thi vn ngh Pizza Hut Band Contest - Phc v khch hng khu B - Hp vi anh Vit V - Chm cng - Nhn tic 30 ngi ti ch nht 18h - V sinh cui ngy - c anh V thng bo tnh hnh im CMS v CER ca nh hng, th hng trong cuc thi Pizza Hut Band Contest. Ngoi ra, anh V cn cp nht thm thng tin v vic nh hng s ng ca cc ngy t 20/11/2011 n ht ngy 24/11/2011 (do Nowzone fashion mall ng ca sa cha, bo tr) NHN XT KINH NGHIM

18/10/2011

19/10/2011 20/10/2011

21/10/2011

- Phc v khch hng khu A - Kim tra hng kho, cp nht sai st - i mn hng chi nhnh Maximark 3 thng 2 - Kim tra hng cui ngy - V sinh cui ngy

- Qu trnh i nhn hng nhanh chng, t sai st hn

22/10/2011

- Chun bi hng u ca - Xung kho ly hng - Phc v khch hng khu C - Bn giao ca

- Bn giao ca cn thn, lu nhn vin ca sau cc bn cha thanh ton v cc bn thanh ton ri, tin phc v ca tng bn.

23/10/2011

- H tr t chc tic 30 ngi - Phc v khch hng khu A - Chm cng - V sinh cui ngy

- Do my to nc b trc trc nn phi tit kim trong vic s dng cho tic. Ngoi ra phi linh ng khi thiu nc , c th chy sang cc quy bn thc ung khng qu ng khch trong khu m thc nh gip .

Tun 11 T ngy 24/10/2011 30/10/2011

THI GIAN 24/10/2011 CNG VIC - Phc v khch hng khu C - Kim hng cui ngy - Kim tra s nc, s in - V sinh cui ngy 25/10/2011 - Phc v khch hng khu B - Nhn t tic 20 ngi ngy th 7 12h00 - V sinh cui ngy 26/10/2011 - Phc v khch hng khu B - Nhn t tic 20 ngi ngy th 7 12h00 - V sinh cui ngy 27/10/2011 - Phc v khch hng khu C - Cch ngh khch hng dng mn trng ming hiu qu nng cao doanh thu - Cch ngh khch s dng phn n 10 ngi dnh cho tic, va ngon li c u i v gi (trong trng hp khch hng yu cu gi phn n Wow, va km a dng va bt tin cho vic chuyn thc n ra khu m thc) - Cch ngh khch s dng phn n 10 ngi dnh cho tic, va ngon li c u i v gi (trong trng hp khch hng yu cu gi phn n Wow, va km a dng va bt tin cho vic chuyn thc n ra khu m thc) NHN XT KINH NGHIM - Tch cc gii thiu sn phm cho khch gh xem thc n nhng lc nh hng vng khch

cho nh hng - Xut hng di kho - Kim tra hng kho, cp nht sai st - Kim tra hng cui ngy - V sinh cui ngy 28/10/2011 T nghin cu: Vit bo co thc tp nhn thc - Chun b hng u ca - Phc v khch hng khu C - H tr t chc tic khu m thc - Bn giao ca 30/10/2011 - Phc v khch hng khu C - Kim tra hng di kho - Kim tra hng cui ngy - V sinh cui ngy - Sp xp li v tr cc mn hng (do cc nhn vin mi nhn hng m khng bit nn sp xp khng ng v tr) - Do s lng khch ng bt ng nn nh hng b thiu cc dng c n cn thit nh dao, na, a, cn linh ng v tit kim trong vic s dng. Nu thy cn thit th b sung thm t kho. - Cch ngh khch hng thanh ton mt cch lch s v chuyn nghip (trong trng hp khch hng dng ba ti nh hng qu gi ng ca ca Nowzone)

29/10/2011

Tun 12 T ngy 31/10/2011 06/111/2011

THI GIAN 31/10/2011 CNG VIC - Thu ngn - Vit bo co cui ngy - V sinh cui ngy NHN XT KINH NGHIM - Nm c cc nguyn tc m ngi thu ngn v qun l cn phi tun th: Ngi thu ngn khng c ri khi khu vc my tnh tin qu lu, tr nhng trng hp gii quyt nhu cu c nhn (phi bn giao my li cho qun l ng ca).
Ngi thu ngn khng c s dng tin Tip1 ca khch vo mc ch ring,

phi b tin vo thng Tip theo quy nh ca nh hng.

Ngi thu ngn nu lm mt tin th phi bi thng 100% gi tr s tin lm mt, nu d tin th qun l s cho vo qu ca nh hng. Ngoi ra, trong hai trng hp trn, ngi thu ngn cn phi vit bn tng trnh trnh by v v vic. Ngi thu ngn khng c lm dng vic gim gi trc li cho c nhn mnh. Qun l trong ca khng c php m kt khi khng c ngi thu ngn. Ngoi ra, qun l cng khng c php s dng th ca mnh thanh ton cho
1

Tin tha khch dng thng cho nhn vin phc v

khch (th qun l cng c h tr tnh nng thanh ton). - Ngoi ra, vic vit bo co cui ngy cn gip ti tip xc ln u tin vi nhng cng vic giy t ca mt doanh nghip. 01/11/2011 - Thu ngn - Vit bo co cui ngy - V sinh cui ngy 02/11/2011 - Thu ngn - Vit bo co cui ngy - V sinh cui ngy 03/11/2011 Thu ngn Vit bo co cui ngy V sinh cui ngy 04/11/2011 - Thu ngn - Vit bo co cui ngy - V sinh cui ngy 05/11/2011 - Thu ngn - V sinh cui ca - Bn giao ca - Kim tra cn thn s tin ca ti bn giao li cho qun l, nhn cha kho kt v th thu ngn. - Cui ca lm bn giao li cho nhn vin ca sau s tin trong kt, cha kho kt, - Trong lc nh hng ng khch phi u tin thanh ton ho n khch mua mang v trc, trnh tnh trng khch hng ng i qu lu lm cn tr trn li vo nh hng. Nu c s chm tr no phi thng bo ngay cho khch hng. Nm c quy trnh thanh ton bng th tn dng. Phi cn thn trong vic vit bo co, chnh xc trong tng chi tit, hn ch nhng sai st lm mt uy tn ca bn thn v nh hng i vi tng cng ty. Cn thn trong vic kim tra tin trong my m nhn vin ca trc bn giao li cho mnh. Nu c thiu st m khng bo th bn thn mnh s chu trch nhim. Nm c cch p dng gim gi cho cc ho n nm trong chng trnh gim gi. - Nhn vin ca trc qun bn giao cha kho kt, bt buc phi tm mi cch ly li trong ca lm ca mnh cui ngy bn giao cho qun l.

th thu ngn. 06/11/2011 - Thu ngn - V sinh cui ca - Bn giao ca - Nu ca sau i tr th nhn vin ca trc bt buc phi li bn giao ca. Trong trng hp i tr qu 30 pht th bn giao li cho qun l.