TRNG I HC CNG NGHIP TP.

HCM
KHOA THNG MI-DU LCH

CHUYN TT NGHIP
TI:
CC GII PHP NNG CAO HIU QU
HOT NG KINH DOANH TI KHCH
SN SHERATON N NM 2015

GING VIN HNG DN:

HC SINH THC HIN: Lu Vn Thim
CHUYN NGNH: QUN TR KINH DOANH KHCH
SN V NH HNG
LP:THQK36D
M S SV:08083571

TP.HCM, thng 4 nm 2012 nin kha 2011-2012

LI CM N
p ng vi nhng nhu cu ca hc sinh ni ring v ngnh du lch ni chung,trng I
HC CNG NGIP TP.HCM t chc chng trnh thc tp cho hc sinh cui kha ca
khoa thng mi du lch, mt phn l gip sinh vin lm quen vi mi trng lm vic sau
ny, trc mt th c th tch ly c nhng kinh nghim thc tin, mc tiu quan trng nht l
nng cao c cc k nng cng nh nhng kin thc v ngnh nh hng khch sn nh: bung
phng, l tn, nh hng
Sau mt qu trnh hc tp trn ging ng, vi mt thi gian di xin thc tp ti khch sn
SHERATON Si Gn cui cng ti cng c nhn thc tp. khch sn SHERATON Si
Gn l mt khch sn 5 sao nm ti trung tm TP.HCM, ch vi 3 thng c thc tp cng nh
lm vic ti khch sn tuy y l mt khong thi gian ngn nhng vi s hng dn nhit tnh
nht ca cc c ( ch) ,anh (ch) ng nghip trong khch sn to u kin cho ti c tip
xc v lm quen vi nhng cng vic thc tin nht trong khch sn. cng vi s n lc cng
nh nim am m vi ngh nghip ca mnh, ti hc c nhu kin thc cng nh nhng
kin thc b ch v kinh nghip qu bu trong ngh t cc c( ch), anh (ch) trong khch sn,
gip cho ti nim tin bc nhng bc i u trong s nghip sau khi ri ging ng.
L mt sinh vin ngnh khch sn nh hng ca TRNG I HC CNG NGHIP
TP.HCM vi y quyt tm v nim am m vi ngh nghip v kin thc trang b trn ging
ng ti n lc ht sc mnh hon thnh bi bo co ny. Ti rt hy vng bi bo co
thc tp ny ca ti s c s ng tnh v nh gi kh quan nht. tuy nhin vi ch ln u i
thc tp cng nh lm bi bao co, v vy s thiu st th khng th thiu c, do ti rt
mong c s gp , ph bnh t qu thy ( c) d ti c th hon thnh tt bi bo co thc tp
ca mnh.
Ti xin gi li cm n chn thnh v s bit n nht n c Vi l giao vin hng dn ti
hon thnh bi bo co ny v ton th cc thy ( c) khoa thng mi du lch gip ti sut
thi gian qua.
V ng thi xin c gi li cm n chn thnh nht n ban gim c khch sn
SHERATON Si Gn, phng nhn s, cc c ( ch ), anh ( ch) trong b phn housekeeping v
ton b nhn vin trong khch sn gip ti hon thnh tt t thc tp va qua.

Nhn xt ca gio vin

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MC LC

A. PHN M U

1.
2.
3.
4.

L do chn ti
Mc ch nghin cu
i tng nghin cu
Phng php nghin cu

B. PHN NI DUNG
CHNG 1:
C S L LUN V KHCH SN V CHT LNG PHC V CA KHCH SN
SHERATON
1.1.Mt s khi nim lin quan ti khch sn v kinh doanh khch sn
1.1.1 Mt s khi nim v khch sn
1.1.2 khi nim v kinh doanh khch sn
1.1.3 V tr ca khch sn trong kinh doanh du lch
1.2 Mt s khi nim v cht lng phc v ca khch sn

CHNG 2:
TNH HNH HOT NG CA B PHN HOUSEKEEPING KHCH SN SHERTON
2.1 Gii thiu chung v tp on v khch sn sheraton
2.1.1. i nt v tp on qun l khch sn Starwood Hotels & Resorts Worldwide

2.1.2 Khi qut v Sheraton Saigon Hotel & Towers

2.1.2.1 V tr khch sn
2.2.1 Lch s hnh thnh v pht trin ca thng hiu Sheraton v Sheraton Saigon Hotel &
Towers
2.2.2 Kin trc v quy m ca Sheraton Saigon Hotel & Towers
2.3 Cc tin nghi v sn phm dch v khch sn
2.3.1 Cc tin nghi v dch v trong phng:
2.3.2 Ngh ngi gii tr
2.4 Phn tch tnh hnh thc hin cc ch tiu kinh doanh c bn ca khch sn Sheraton
thi gian qua
2.4.1 Phn tch tnh hnh tng doanh thu v khch
2.4.2 Phn tch tnh hnh chi ph
2.4.3 Phn tch tnh hnh thun li
2.4.4 Phn tch tnh hnh np thu v ngn sch
2.4.5 Phn tch thc trng cht lng dch v ca b phn Housekeeping ti khch sn
Sheraton
2.4.6 Tnh hnh hot ng ca b phn Housekeeping ti khch sn Sheraton
2.5 gii thiu cc loi phng trong khch sn Sheraton
2.5.1 C s vt cht b phn Bung
2.5.2 CC LOI PHNG
2.6 Gii thiu b phn Housekeeping ti khch sn Sheraton
2.6.1S b my ca b phn Housekeeping
2.6.2 Chc nng v nhim v ca nhn vin thuc b phn Housekeeping
2.6.2.1

Trng B Phn HOUSEKEEPING( phng)

2.6.2.2

Ph B Phn HOUSEKEEPING:

2.6.2.3

HOUSEKEEPING SUPERVISOR

2.6.2.4

ROOM ATTENDANT

2.6.2.5

LAUNDRY SUPERVISOR

2.6.2.6

P/A SUPERVISOR

2.6.3 Cc b phn h tr cn thit ca Housekeeping

A, Phng hoa
B, Nh git

2.6.3 Quy trnh lm phng ca b phn Housekeeping

CHNG 3:
CC BIN PHP NHM NNG CAO CHT LNG PHC V CA B
PHN HOUSEKEEPING KHCH SN SHERATON N NM 2015
3.1 Phng hng v cc mc tiu pht trin ca khch sn Sheraton ti nm 2015
3.1.1 Phng hng pht trin khch sn
3.1.2 Mc tiu pht trin khch sn
3.1.3 Phng hng v mc tiu pht trin lnh vc lu tr ca khch sn
3.2 Phng php nhm nng cao cht lng phc v ca b phn Housekeeping khch
sn Sherton
3.2.1 Bin php gio dc t tng
3.2.2 Bin php hun luyn
3.2.3 Bin php t chc ch o thc hin ng b
3.2.4 Bin php ton din
3.2.5 Bin php thu nhp v s l thng tin lin quan ti cht lng
3.2.6 Bin php khuyn khch bng vt cht tinh thn