Professional Documents
Culture Documents
NHN XT CA THY V TI
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2
MC LC
LI M U ............................................................................................ 6
Phn 1: M hnh qun l l tn khch sn Bamboo village Beach
Reort & Spa. ............................................................................................... 8
I. C cu t chc b phn l tn ca Bamboo Village Beach Resort
& Spa ........................................................................................................ 8
1. S c cu b phn l tn.............................................................. 8
2. Chc nng nhim v ca b phn l tn. ...................................... 9
a. Trng l tn ................................................................................. 9
b. B phn t bung. ....................................................................... 9
c. B phn n tip. ......................................................................... 10
d. B phn thu ngn v kim ton m. ....................................... 11
II. nh gi quy trnh phc v khch ti b phn l tn khch sn 12
1. Quy trnh phc v khch trc khi khch n ............................. 12
2. Quy trnh phc v khi khch ti v lm th tc nhp khch ...... 12
3. Quy trnh phc v khch trong thi gian lu tr ti khch sn .. 14
a. Giao nhn cha kha bung khch ............................................ 15
b. Cung cp thng tin cho khch ................................................... 15
c. Dch v in thoi ........................................................................ 16
d. Bo thc khch ............................................................................ 17
f . Chuyn bung .............................................................................. 17
g.Tng qu sinh nht khch ........................................................... 18
h. Nhn v chuyn yu cu ca khch cho cc b phn lin quan
........................................................................................................... 18
3
II.Cng tc lu tr ................................................................................ 29
1. Thu thp b xung ti liu vo lu tr cng ty. ........................... 29
2. Xc nh gi tr ti liu. ................................................................. 29
3. Bo qun ti liu lu tr .............................................................. 30
IV.Cng tc vn th.............................................................................. 30
1. Qa trnh hnh thnh vn bn...................................................... 30
2. Tnh hnh ban hnh vn bn. ....................................................... 31
a. Trnh t son tho vn bn........................................................ 31
b. Th tc trnh k ......................................................................... 32
3. T chc qun l v gii quyt vn bn i. .................................. 33
4. T chc qun l v gii quyt vn bn n. ............................... 36
5. Lp h s hin hnh. ..................................................................... 40
6. Tnh hnh qun l v s dng con du trong cng ty. ............... 41
LI M U
Vn phng l b my ca c quan, t chc c trch nhim thu thp,
x l v tng hp thng tin phc v lnh o, l b my gip cc nh qun
l iu hnh cng vic, ng thi m bo iu kin vt cht, k thut cho
hot ng chung ca ton c quan,t chc.
Qun tr hnh chnh vn phng l mt cng tc quan trng i vi
bt k mt c quan no, n nh hng n ton b hot ng ca c quan.
Cng tc ny nu c thc hin tt s thc y s tin b trn nhiu mt
ca t chc v ngc li, nu thc hin khng hiu qu c th tc ng
tiu cc n qu trnh pht trin.
Qun tr vn phng l mt ngnh rt rng n p ng nhu cu thc
tin ca tng c quan, n v. Nhm trang b cho sinh vin nhng kin
thc v k nng trong qu trnh t chc v hot ng ca c quan, n v.
vic qun l iu hnh c hiu qu, vn dng nhng kin thc c bn
trong qu trnh qun l. Qun tr vn phng l phng tin c s dng
trong qu trnh t chc hot ng ca c quan, n v.
Vi vic nghin cu v ti qun tr vn phng, chng em tm
hiu c hai m hnh qun tr hnh chnh vn phng c hiu qu. C th
khi qut ni dung ca hai m hnh ny nh sau:
Phn 1: M hnh qun l l tn khch sn Bamboo village Beach Reort &
Spa.
Phn 2: M hnh qun l hnh chnh vn phng ca cng ty xy dng 118.
6
Tng gim c
khu resort
(General
Manager)
Trng b phn l
tn
(Head
Receptionist)
B phn t bung
(Reservation)
B phn n tip
(Reception)
Tip nhn cc thng tin t bung v thng tin kp thi v bung ca khch sn kp
thi cho cc i l du lch, cc trung tm t bung v cc hng l hnh.
Lp, sp xp th t v bo qun h s t bung.
Cp nht thng tin t bung qun l v nm vng tnh hnh t bung.
Thc hin cc nhim v nh: chun b v gi th m bo t bung, thc hin vic
hu t bung, sa i t bung, yu cu khch t cc cho vic t bung v kp
thi chuyn cc thng tin v tnh trng t bung cho nhn vin n tip.
Theo di s bung trng trn c s s lng n t bung nhn, lm bo co v
tnh hnh t bung c bit i vi khch quan trng.
Chun b danh sch khch chun b n hng ngy.
H tr cc cng vic chun b trc h s ng k khch.
Kt hp vi b phn marketing bn bung, ti a ho cng sut s dng bung v
ga bung.
c. B phn n tip.
V s lng nhn vin t, nn nhn vin b phn n tip ti Bamboo cn phi lm
nhim v ca nhn vin tng i in thoi v nhn vin quan h khch hng, nhng
nhim v c bn ca nhn vin n tip vn l:
Cho n khch v chun b h s ng k khch.
Xc nh tnh trng t bung v thi gian lu tr ca khch.
Bit r v tr, c im ca tng loi bung v gi bung ca khch sn.
Thuyt phc khch thu phng v qung co cc dch v khc c trong khch sn,
cung cp mi thng tin theo yu cu ca khch.
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- Nu khch l khch cha c reservation (walk in) vo hi thu phng th gii thiu
cc loi phng avalable cho khch la chn. Sau khi khch ng th ta lm th
tc check in cho khch.
- Nu l khch c reservation th hi xem voucher bit tn khch, tn cng ty/
ngi t cho khch. Tm trn my xem c thy khch ny tn ti hay khng.
* Kim tra trn my tnh:
+ Nu c khch trn my th cn phi repeat cho khch thng tin thi gian lu tr
t ngy no n ngy no, cc dch v c bit khch t nh n tra, ti ti nh
hng, t tour ca khch sn, thu xe trnh s hiu lm khng ng c.
Lm th tc Check in cho khch.
+ Nu khng c tn khch trn my th phi check li thng tin bookings hoc ca
bn t phng( sales) cn gii quyt cho khch. Khng nn ni lun vi khch l
khng c phng ca khch t nu nh khng thy tn khch trn my v c th c
nguyn nhn no .
* Trong trng hp ny, ta nn mi khch ngi snh trong lc i ta check li
thng tin.
+ Nu do T/A khng t phng cho khch th ta phi lin h vi T/A check
li( thng l phng Sales s check). Sau khi tho thun vi T/A th s c phng
n gii quyt. C th l khch s hoc khng tu tng trng hp.
+ Cn nu do li ca ngi nhn booking khng t ln my th ta s c gng tm
mt phng cho khch check in( c th phi upgrade nu khng cn loi phng
khch t). Nu khng cn bt k loi phng no th s tm mt phng ti khch
sn khc thay th.
+ Gi ln Housekeeping thng bo check in phng s
+ Mn passport ca khch:
- Nu l khch do cng ty thanh ton tin phng th c th tr li Passport tin cho
khch i li sau khi ly thng tin khai bo. Thng l hn khch sau mt n
13
14
quan h tt gia khch sn vi khch hng v to ngun khch tng lai cho khch
sn.
a. Giao nhn cha kha bung khch
Sau khi khch lm th tc nhn phng xong, nhn vin l tn giao cha kha
cho khch, t nh nhc khch gi cha kha cn thn,nn gi cha kha li quy l tn
khi khch ra khi khch sn.
Mi ca trc b phn l tn c 2 nhn vin l tn v nhng nhn vin b
phn l tn rt c kh nng nh mt khch nn hu nh khi khch ly cha kha
gi nhn vin l tn giao cha kha ngay m khng cn kim tra li tn khch.
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Lp ha n
Yu cu trng on kim tra, k xc nhn v lu li ha n
Thc hin thanh ton cho on
Nhn li cha kha bung
Giao th thanh ton cho khch v thng bo cho b phn bell boy
chuyn hnh l gip khch
Tham kho kin khch v dch v ca khch sn
Gip khch tm phng tin vn chuyn nu khch c nhu cu
Tm bit khch, chc khch ln ng may mn, hn gp li
Trng hp khc:
Nu xe m khch t s ti trong vi gi na th c th khch s i ra ngoi n
nh ti cc nh hng gn hoc i mua sm thm.Khi khch s ngh c gi
hnh l ti quy l tn.Nhn vin l tn nhn hnh l khch gi,nh du hnh l ca
khch trnh nhm ln nu c nhiu khch cng gi hnh l.Khi khch quay tr li,
giao tr hnh l cho khch v ngh khch kim tra hnh l trc khi ri khch sn.
c. Sau khi khch tr bung v ri khch sn
Nhn vin l tn cp nht tnh trng bung, bo cho nh bung lm v sinh bung
sn sng bn bung cho khch mi.
B phn l tn lp h s lu khch hng gip khch sn hiu r hn v khch cng
nh gip hon thin sn phm p ng c nhu cu ca ngun khch trong tng
lai
B phn l tn chuyn h s thanh ton ca khch cho b phn k ton
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26
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khng?
-
trnh by ngn gn, tnh chnh xc cao, lp lun cht ch d hiu, cu mt ngha, s
dng t ng ting vit ph thng.
2. Tnh hnh ban hnh vn bn.
Ban hnh vn bn ca cng ty l do Chnh vn phng hoc l ngi c
Chnh vn phng ch ch danh son tho mt cng vn cho cng ty.
a. Trnh t son tho vn bn.
- Chun b vit bn tho: Trc khi son tho vn bn ngi c trch nhim phi
xc nh r mc ch yu cu ca vic son tho vn bn, phm vi i tng iu
chnh ca vn bn, kh nng thc hin vn bn trong thc t. Ngi son tho phi
cn c vo phm vi tnh cht ca mi quan h x hi v ni dung vn bn iu
chnh v tc ng; cn c vo thm quyn ban hnh xc nh hnh thc ca vn
bn khi ban hnh. son tho vn bn ph hp vi thm quyn ban hnh ca n
v, khi son tho vn bn < c bit l nhng vn bn quy phm php lut > ngi
son tho phi xy dng cng v c xt duyt qua lnh o cng ty.
- Sa cha v duyt vn bn: Khi hon chnh v d tho vn bn, ngi son
tho phi bo co vi lnh o xin kin. Cc vn bn c lin quan n nhiu
ngnh, nhiu lnh vc v i tng phm vi iu chnh rng th phi gi bn tho
cho cc n v lin quan trao i kin v sa cha nu cc n v thng nht
th bo co lnh o c quan k duyt lnm th tc ban hnh.
- Ngi son tho lnh o c quan son tho vn bn phi chu trch nhim trc
php lut v ni dung vn bn do mnh hoc n v mnh son tho.
Phi k tt vo cui bn trnh k nhm xc nh vai tr trch nhim ca ngi
son tho n v son tho vn bn. Lnh o cc n v trc thuc cn c chc
nng, nhim v, quyn hn ca cng ty trong vic gip cng ty qun l nh nc
i vi lnh vc oc phn cp, c trch nhim tham mu xy dng vn bn c
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lin quan v chu trch nhim v ni dung, hnh thc, cht lng h s vn bn
tham mu trnh k.
b. Th tc trnh k
Nhng quy nh chung v ch k.
- phi l ch k ca ngi c thm quyn.
- trong vn bn phi l ch k c ng k gii thiu.
- Khng c k bng bt mc , bt ch hoc mc phai mu.
- Ngi k phi ghi r h tn, chc v.
- Nhng vn bn c ch k bng du khng c gi tr giao dch .
Th tc trnh k vn bn .
Vn bn trnh k phi y h s, giy t lm c s cho ngi k xem xt quyt
nh.
Lnh o c quan tham mu xy dng vn bn phi k tt vo vn bn
trnh k.
Mi vn bn thuc thm quyn ca Gim c, ph gim c ban hnh, cc n v
phi chuyn qua phng hnh chnh kim tra, xem xt v th thc v ni dung
ca vn bn
Th tc k vn bn.
Ngi k vn bn l ngi chu trch nhim hon ton trc php lut v vn bn
mnh k.
Ni dung
Yu cu vit sa ti
liu
Chnh nh ngi
vit sa ti liu
Vit sa ti liu
Ly kin gp
Kim tra
Duyt
Lu tr phn phi
s vn th s ng k vn bn i v ly s qun l vn bn ca c quan, bn
gc ca vn bn c lu tr ti b phn vn th c quan v c lu tr ti b
phn lu tr ca n v tham mu. S lng vn bn ban hnh ca Cng ty C phn
xy dng CTGT 118 khng nhn bn trc khi k m thng ch k mt bn ph
t, sau mi ng du ln cc bn ph t .
Trc khi ban hnh vn bn, cn b vn th trong c quan c nhim v r sot li
vn bn ln cui v cc hnh thc v ni dung, nu c pht hin nghi vn th trao i
vi ngi son tho vn bn hoc Chnh vn phng, nu cha nht tr th cn b vn
th c th bo co cho ngi k vn bn xem xt, quyt nh .
Cc vn bn nhn bn <photocopy> ch c thc hin sau khi c s ng
ca ngi k vn bn.i vi nhng vn bn cn chuyn giao ngay, th ngi son
tho vn bn c trch nhim hiu chnh li cho ng quy nh trc khi ban hnh
vn bn.
Vn bn sau khi nhn bn v hon tt cc th tc cn li c chuyn giao theo
ng thi gian quy nh, m bo chnh xc b mt, ng a ch, ng s lng. i
vi nhng vn bn quan trng c phiu gi i km theo di vic nhn vn bn.
Nhng vn bn c mc khn, mt th phi ng du ch mc ln b vn bn
m bo qu trnh thc thi.
Cc vn bn gc c xp xp theo tng cp v lu li b phn vn th phc
v nghin cu v s dng. Cn b vn th c trch nhim chuyn giao h s ti liu
v lu tr cng ty theo tng nm.
Vn bn i ca cng ty thc cht l cng c iu hnh qun l trong qu trnh thc
hin chc nng nhin v, quyn hn c giao. V vy, vic t chc qun l gii
quyt vn bn i phi m bo chnh xc kp thi tit kim theo ng quy trnh m
nh nc quy nh.
Mu s ng k vn bn i ca cng ty.
34
S k
Ni
hiu
Ngy
cng
01
vn
02
03
Tn loi v trch yu ni Ni
nhn
VP
Ch ngi
k
Ghi
nhn bn ch
lu
VP
VP
nng ,
04
20/02/04
05
07/03/04
nhim v quyn hn ca
Quyt nh chm dt
VP
phng k ton Qun l
hp
u t
Q
nhnChu
th
VP
ng tip
vi ng
vic
Mnh
ng
Anh Hoa v ithi
Ghi ch:
cng
Ct 1: S k hiu cng
svn
6
Ct 2: Ngy thng cng vn
Ct 3: Phn loi v trch yu ni dung cng vn
Ct 4: Ni nhn
Ct 5: Ngi k
Ct 6: Ni ngi nhn bn lu
Ct 7: Ghi ch
Cng ty C phn XD CTGT 118 trong qa trnh hot ng Vn th cn phi
nhp mt s vn bn n,vn bn i quan trng vo my nh:
Cng vn i
- S TT:
K hiu: 01/VP
01
Ngy 03/02/04.
- Phn loi :
- Nhm chnh:
08/02/04
S bn pht hnh: 07
Vn phng
- Ton vn ni dung.
Trong vn bn i ca cng ty, ngoi chuyn cng vn thng thng ca cng ty
cn c c chuyn pht nhanh phc v thng tin nhanh hn, nhm nng cao
hiu qu trong cng vic. Quy trnh chuyn ca n cng ging nh chuyn cng vn
i nhng phong b ca n th khc so vi cng vn i.
nh gi T chc qun l v gii quyt vn bn i.
u im: Vic t chc cc vn bn i c ngha thit thc n vic nng cao hiu
qu hot ng qun l iu hnh ca cng ty,gp phn vo vic rn luyn tnh
nghin cu, khoa hc i vi mi cn b, cng chc trong vic c giao.ng thi
c tc dng thit thc trong cng tc qun l i vi cng ty.
Nhc im: Mt s hin tng sai st trong vn bn nu phn xy dng vn bn
gy nn mt s tr ngi cho cn b vn th cng ty khi tin hnh cng vic ng du.
01 S ng k vn bn n ca cc c quan n v khc
01 S n gk giy mi
01 S chuyn giao vn bn n
01 S ng k ngh php.
Cc mu s ca cng ty ng theo mu c hc ti trng v p ng nhu
cu thc t ca cng vic. Qua ta thy gia thc t v cng vic khng c s
khc bit lm, v vy mi sinh vin mun nm vng c thc t cng vic ca
mnh th cn c s p dng linh hot kin thc c o to ti trng.
Lp cc s theo di vn bn n cc cn b vn th thc hin trch nhim ca
mnh l theo di s lng vn bn n trong cng ty bo co cho lnh o
cng ty khi cn thit.
Mu s ng k vn bn n ca cng ty
38
Ngy
Ni gi
S k hiu Ngy
thng n n cng vn
06/01/04 01 Ban
15/01/04 02
09/02/04 03
cng vn thng
101/EUN- 31/12/03
cng
QLDA
AT
vn
B
GTVT
0258/04/
02/01/04
thu in 3
BGTVT
Ni
Tn loi v trch K
ngi
yu ni dung
nhn ch
V/v:
cng Ngy
vn khi
nhn
Ghi ch:
Ct 1: Ngy thng n
Ct 2: S n
Ct 3: Ni gi cng vn
Ct 4: S k hiu cng vn
Ct 5: Ngy thng cng vn
Ct 6: Ni ngi nhn
Ct 7: Tn loi v trch yu ni dung cng vn
Ct 8: K nhn
Ct 9: Ghi ch
Ghi
Tn c quan
Tn c quan
S.......
N
Ngy...../.../...
Chuyn ........
Lu h s: S....
5. Lp h s hin hnh.
Vic lp h s v np h s vo lu tr Cng ty l khu nghip v quan
trng cui cng ca cng tc vn th l mt xch ni lin gia cng tc vn
th v cng tc lu tr trong cng ty. Cn b vn th lm tt cng vic ny stit
kim c rt nhiu thi gian cho cn b lm cng tc lu tr, trnh c tnh
trng np lu ti liu b gi vo lu tr, nhm phc v tt cho cng tc khai thc v
nghin cu hin ti v lu di. Cn ch n trch nhim ca ngi th k trong
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