Chng 2: Nhn t bung

2.1.8. Quy trnh phc v 2.1.8.1. Quy trnh chung t bung Tip nhn yu cu t bung

Xc nh kh nng p ng C Chp nhn

Thay i loi bung hoc thi gian lu tr

Gi xp khch vo danh sch khch ch

Gii thiu khch sn khc

T chi t bung

Tho thun v thuyt phc khch

Khng

Thuyt phc khch la chn gii php thay th

Nhp thng tin t bung Tip nhn yu cu t bung

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

S tng hp cc hot ng nhn t bung khch sn

Din gii: 1. Cho khch, gii thiu khch sn, tn b phn, xng danh v gi gip 2. Tip nhn yu cu t bung ca khch. Tip nhn v ghi li nhng thng tin t bung sau: - Tn y ca ngi t bung. + Tn ngi t bung + Tn on khch Yu cu: + nh vn tn nu l ngi nc ngoi + S dng tn ngi t bung thng xuyn - a ch, s in thoai hoc fax ca ngi t bung - Thi gian lu tr + Ngy gi n + S m lu tr. - Loi bung v s lng bung (upselling): + Loi m bo hay khng m bo + Gii thiu v gi loi bung c mc gi cao hn loi khch t (nu c th) - S lng khch - Cc yu cu c bit ca khch (nu c). + Bung yn tnh + Bung tng cao + Bung khng ht thuc
-

Xc nh mc gi bung cho cc i tng khch, thng bo v tho thun gi bung vi khch

- Hnh thc thanh ton + Tin mt + Sec du lch + Th tn dng 3. Kim tra kh nng p ng bung ca khch sn Trong khi tip nhn yu 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 yu cu ca khch hay khng?

Nhn vin 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. cc khch sn nh, nhn vin l tn phi da vo lch bung, s tnh trng bung, bng tnh trng bung, biu mt bung, biu t bung s dng mi tn, s vung xc nh kh nng p ng bung. Tuy nhin khch sn c th nhn s bung t trc nhiu hn so vi s bung thc trng ca mnh (vi mt t l phm trm nht nh khng qu nhiu) v trong trng hp khch bo hu t xut nhm ti a ho cng xut s dng bung. V th, s bung c kh nng p ng ca khch sn vo mt ngy c th ln hn s bung thc trng v c theo cng thc sau:

Tng s bung ca khch sn Tr i

- S bung khng th n khch - S bung ang c khch - S bung c t trc - S bung t trc khng chc chn ( tnh theo xc sut) - S bung mi b hy b - S bung khch tr sm hn d nh = S bung c th bn

Cng thm

Bng

- Thng bo cho khch bit tnh trng bung v thc hin vic tip nhn cc thng tin t bung chi tit ca khch. V d: S mt bung theo thng cho cc loi bung

Loi bung

S lng S bung bung 20 19 18 101 102 103

T ngy 1 n 31 thng 1 x x x x x
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nm 20.. 30 31

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

A ...

x x x

3 2 1

208 209 210 x x x

14 13

222 223

...

3 2 1 12 11 10 C ...

308 309 310 321 322 323

3 2 1

408 409 410

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. + Gi chun + Gi c bit ( gi khuyn mi, gi hp tc, gi trn gi, gi thi v) V d: Bng gi phng ca khch sn
LOI PHNG GI CNG B (USD) Loi phng Stardard Superior Duluxe Executive Suite Family Suite Connecting room p dng n Thng 12 nm 2011 Thng 12 nm 2011 Thng 12 nm 2011 Thng 12 nm 2011 Thng 12 nm 2011 Thng 12 nm 2011 Gi phng Phng n 35 45 55 80 85 90 Phng i 40 50 60

ph phc v .

Ch :

- Gi phng trn bao gm n ung sng v - Gi phng trn khng bao gm VAT. - Khch ngh trn 8 gi tnh nh thu ngy . - Sau 22:00 khng p dng khch thu theo gi .

Standard: Phng tiu chun v thng nh nht, tng thp, hng nhn xu, trang b ti thiu v gi thp nht Superior: Cao hn phng Standard vi tin nghi tng ng nhng din tch ln hn hoc hng nhn p hn. Gi cao hn STD. Deluxe: Loi phng cao hn SUP, thng tng cao, din tch rng, hng nhn p v trang b cao cp. Suite: Loi phng cao cp nht v thng tng cao nht vi cc trang b v dch v c bit km theo. Thng thng mi phng Suite gm 1 phng ng, 1 phng khch, 2 phng v sinh v nhiu ban cng hng p nht. Cc khch sn khch nhau t tn phng loi ny khc nhau nhm tng thm mc VIP bn gi cao hn nh: President (Tng thng), Royal Suite (Hong gia) Connecting room: 2 phng ring bit c ca thng nhau. Loi phng ny thng c b tr cho gia nh nhiu phng st nhau.

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.
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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 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. 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:
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* 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. - Phng tin vn chuyn: Hi xem khch s n khch sn bng phng tin g. Nu khch n bng ng hng khng th ngh khch cung cp S hiu chuyn bay v gi n sn bay, gi xe n v thng bo gi xe n mt lt. - Gii thiu v gi cc dch v ca khch sn cho khch nh dch v n ung, tic, phng hi ngh, hi tho v thu phin dch, th k... - Thng bo cho khch v thi gian quy nh hy t bung ca khch sn * 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 + Cc hnh thc khc Nu khch t thanh ton th ngh khch cung cp thng tin v hnh thc thanh ton. Nu khch t thanh ton bng tin mt hoc sc du lch th yu cu khch t cc cho khch sn s tin bng gi bung mt m nhn vi s lng bung t trc khi khch n khch sn 3 ngy v cung cp cho khch m s thu v tn ngn hng m khch sn c ti khon. Nu khch thanh ton bng th tn dng th ngh khch cung cp cc thng tin v th tn dng nh loi th, tn ngi cm th, s th v ngy ht hn ca th. Trng hp khch t bung cho khch khc v khch khc thanh ton bng th tn dng th nhn vin nhn t bung phi thng bo cho ngi t bung yu cu khch ph t hai mt th tn dng, k tn, ng chp nhn thanh ton bng th v gi cho khch sn trc khi khch n ng k khch sn. Nu c quan ca khch thanh ton cho khch th phi hi v ghi li cc dch v c quan ca khch chu trch nhim thanh ton v hnh thc thanh ton cho khch. Nhn vin nhn t bung cn kim tra tnh hp l ca cc iu khon thng nht trong hp ng t bung, ngh n v t bung cung cp s ti khon v tn ngn hng ca n v t bung ng thi nhn vin nhn t bung cn cung cp cho khch s ti khon ca khch sn v tn ngn hng m khch sn c ti khon.
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Ch : Nu cng ty ca khch k kt hp ng t bung t bung vi khch sn nhng ng nc ngoi v thanh ton bng hnh thc chuyn khon th nhn vin nhn t bung phi yu cu khch chuyn tin t cc vo ti khon ca khch sn theo thi gian tha thun gia cng ty v khch sn trc khi khch n ng k khch sn khch sn gi bung cho khch. V d: 02 Mu phiu t bung: Tn KS: Phiu nhn t bung room reservation form 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): S th (Card number): n v thanh ton (Bill to): Ngi i din (Attention to): t cc (Deposit): t cc (Deposit): S th (Card number): n v thanh ton (Bill to): Ngi i din (Attention to): Ngy n (Arrival date): Ngy i (Departure): Loi bung (Room type): S lng bung (No. of rooms):

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

Phiu nhn t bung khch on group function sheet Tn hng (Name of Operator): Ln 1 (1st call): T ngy (Fr): Thi gian n (Time in): Ln 2 (2st call): T ngy (Fr): Thi gian n (Time in): Thi gian lu tr (Total stay): S lng bung (number of rooms): Bung n (single) 2 ging n (twin) Bung (room) : : : n ngy (to): s m (n):

/ Thi gian i (Time out): n ngy (to): s m (n):

/ Thi gian i (Time out): m (nights): Trng on (T.Leader):

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

n sng (Breakfast): n v thanh ton (Billing) 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):
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Ngi nhn (Prepared by):

Ngy nhn (Date):

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6. Xc nhn li thng tin t bung Sau khi tip nhn v tha thun cc chi tit t bung vi khch, nhn vin l tn phi xc nhn li cc thng tin t bung ca khch, cng khch kim tra li mt ln na cc thng tin tha thun trnh nhm ln sai st. Nhn vin t bung cn nhc li cc thng tin t bung nhn sau: 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. - Hnh thc v trch nhim thanh ton - Cc yu cu c bit ca khch. 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 + Vo my tnh hoc s t bung thng tin v cc t bung nhn + Hon thin v lu h s cc t bung nhn theo ngy n ca khch 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. 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.
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- Lu th xc nhn t bung vo h s t bung. Thng thng cc khch sn yu cu khch khng nh li vic t bung trc ngy khch n ty theo quy nh ca tng khch sn. V nhng l do no , khch hng c th thay i hoc hy vic t bung trc ca h Nu khch c sa i t bung, nhn vin cn: - Xc nh li phiu t bung trc ca khch bng vic hi tn khch, ngy n, ngy i, s lng bung - Nhn thng tin thay i nh: Ngy n, ngy i, s lng bung, loi bung, v tr bung hoc thay i hnh thc t bung. Khi cn ghi tn ngi yu cu thay i, ngy, thng, tn nhn vt ghi nhn thng tin. - Kim tra xem khch sn c th p ng c yu cu mi ca khch khng ri thng bo cho khch - Nu khch sn p ng c, nhn vin cn khng nh li vi khch - Thc hin sa i t bung ( trn my tnh, trn phiu t bung, s t bung, s t bung). Trng hp vic sa i c lin quan n chnh sch gi ca khch sn th nhn vin cn thng bo cho khch bit. - Nu khch sn khng p ng c, nhn vin cn tha thun vi khch v ghi nhn kt qu Nu khch hy t bung, nhn vin cn: - Xc nh li phiu t bung trc ca khch bng vic hi tn khch, ngy n, ngy i, s lng bung.. - Vui v v t nh tm hiu l do hy t bung v thuyt phc khch thm mt ln na - Nu khch vn quyt nh hy b t bung th nhn vin phi c li cm n khch thng bo cho khch sn bit v hn mt dp khc khch sn c n khch - Trng hp cn thit, nu khch hy t bung khng ng quy nh, khch phi tr tin v vic hy t bung th nhn vin cn thng bo cho khch bit v thc hin thu tin pht - ng du hy ln phiu t bung gc ca khch v hy t bung trong my tnh, s v s t bung. ng thi c th lin h vi khch trong danh sch khch i v ghi vo s giao ca. Thng bo cc b phn lin quan v vic hy t bung ca khch.

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- phng khch c th hy t bung vo pht cht, khch sn cn thng nht thi gian hy t bung v phi ghi vo hp ng t bung chnh thc. Thng thng s lng bung t cng ln th thi gian hy cng sm ( vi on khch ln, quy nh thi gian hy t bung cui cng t 6 n 8 thng). Nu pha khch bo hy sau thi hn thng nht th khch sn c quyn tnh pht trn gi gi bung hoc theo mc gi quy nh. 9. Tng hp tnh hnh t bung v chuyn cho nhn vin tip tn Da trn cc thng tin v t bung hng ngy ca khch, nhn vin t bung ghi li cc thng tin sau: - S phiu t bung - Sa i v hy b t bung - S b tr bung cho khch t bung trc - Danh sch khch d nh n v i trong ngy, cc on khch d nh n hng tun nhm gip cho khch sn nm c s lng khch, ng thi gip cho nhn vin l tn chun b h s ng k hoc thanh ton cho khch - S lng khch t bung nhng khng ti m cng khng bo hy - Tin hoa hng cho cc i l, c nhn nhn t bung trung gian - Danh sch gi hp tc cho cc cng ty, cc giao dch khuyn mi - Nhng t bung b t chi, bo co v s lng khch khng t bung - D bo v doanh thu, cng sut bung - S lng khch qu d nh, s lng khch tr bung sm hn thi gian d nh - Yu cu xa a n khch, cc cuc fax gi ti khch sn 2.1.8.2. Quy trnh t bung cho mt s i tng khch - Quy trnh tip nhn v x l yu cu t bung bng li cho cc i tng khch + Quy trnh tip nhn v x l yu cu t bung ca khch c nhn qua in thoi + Tip nhn v x l yu cu t bung trc tip ti khch sn ca khch c nhn + Quy trnh tip nhn v x l yu cu t bung ca on/tour qua in thoi + Quy trnh tip nhn v x l yu cu t bung trc tip ti khch sn ca on/ tour + Quy trnh tip nhn v x l yu cu t bung ca khch quan trng qua in thoi - Tip nhn v x l yu cu t bung bng vn bn

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+ Quy trnh tip nhn v x l yu cu t bung qua fax t bung + Tip nhn v x l yu cu t bung qua th vit tay hoc th in t

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