MC LC PHN I: C S L LUN..........................................................

3
1.1 Khi nim, phn loi v ni dung ca kinh doanh nh hng.......................................3 1.1.1 Khi nim:.............................................................................................................3 1.1.2 Phn loi:...............................................................................................................3 1.2 Ni dung kinh doanh nh hng:...................................................................................5 1.3 H Thng Sn Phm Ca Nh Hng:...........................................................................5 1.3.1 Khi nim..............................................................................................................5 1.3.2 c im:.............................................................................................................6 1.3.3 H thng sn phm ca nh hng:.........................................................................6

PHN II: THC TRNG HOT NG KINH DOANH CA NH HNG SILVER SEA...........................................................7
2.1 Tng quan v khch sn Silver Sea..............................................................................7 2.2 Ngun lc ca nh hng...............................................................................................8 2.2.1 C s vt cht k thut trong nh hng.................................................................8 2.2.1.1 C s vt cht ca b phn l tn :.................................................................8 2.2.1.2 C s vt cht phc v n ung...................................................................10 2.2.2 Lc Lng Lao ng Trong Nh Hng..............................................................12 2.2.2.1 S t chc:........................................................................................12 2.2.2.2 Chc nng nhim v ca tng b phn:.......................................................13 2.2.1 H Thng Sn Phm Trong Nh Hng................................................................14 2.3 Kt Qu Hot ng Kinh Doanh Nh Hng Silver Sea............................................16 2.3.1 Ngun khch ca nh hng:................................................................................16 2.3.1.1 Thc trng khch n nh hng t ngy thnh lp cho n nay.................16 2.3.1.2. Kt qu kinh doanh ca nh hng...............................................................17 2.4 Ngun khch ca nh hng:.......................................................................................23 2.4.1 Ngun khch ca nh hng.................................................................................23 2.4.2 Cc hot ng thu ht khch ca nh hng Silver Sea:......................................23 2.4.3 Cc hot ng khc:............................................................................................27

PHN III: GII PHP NHM THU HT THC KHCH N NH HNG KHCH SN SILVER SEA......................28
3.1 nh Hng Pht Trin Ca Khch Sn V Nh Hng.............................................28 3.1.1 nh hng pht trin ca khch sn:.................................................................28 3.1.2 Mc tiu kinh doanh ca khch sn:...................................................................29 3.1.2.1 Mc tiu ngn hn ca khch sn: ..............................................................30 3.1.2.2 Mc tiu di hn ca khch sn:..................................................................30 3.1.3 nh hng pht trin ca nh hng:..................................................................30 3.2 Mt s gii php nhm thu ht thc khch n nh hng..........................................31 3.2.1 a ra sn phm mi:.........................................................................................31 3.2.2 Hon thin quy trnh phc v:.............................................................................32 3.2.2 Xy dng mi quan h gia b phn nh hng vi cc b phn khc:...............37 3.2.3 T chc cc chng trnh, s kin nhm thu ht thc khch:............................38

KT LUN...................................................................................39 TI LIU THAM KHO...........................................................40 [1] GV:L Th Nh Linh. Gio trnh nghip v bn bar. .......41

SVTH: Trn Th Lnh- Lp Trang

[2] Nguyn Xun Ra. Gio trnh t chc kinh doanh nh hng. .......................................................................................................41 [3] Nguyn Xun Ra. Gio trnh qun l v nghip v nh hngbar. ...............................................................................................41

LI M U
Trong nhng nm gn y du lch tr thnh mt nhu cu khng th thiu c trong i sng vn ho x hi. Hot ng du lch ngy cng pht trin mnh m, c xem nh l mt ngnh kinh t mi nhn ca nhiu quc gia trn th gii trong c Vit Nam. Chnh v vy h thng kinh doanh du lch cng pht trin mnh m nhm cung cp sn phm, dch v p ng yu cu ca khch v mang li doanh thu cho doanh nghip v t nc. Kinh doanh khch sn c mt v tr c bit quan trng trong h thng ny m bo vic n , ngh ngi tm thi cho khch du lch. Vi hot ng kinh doanh ca khch sn, vic tnh ton hiu qu kinh doanh c t ln hang u, n quyt nh s sng cn cng nh s tng trng ca khch sn. Do , ngoi hot ng kinh doanh lu tr khch sn cn cung cp cc dch v n ung, dch v b sung km theo. Nh vy hot ng kinh doanh nh hng l mt hot ng ng vai tr quan trng khng th thiu c trong kinh doanh khch sn. N m bo tha mn mt trong nhng nhu cu thit yu ca khch, p ng nhu cu ngy cng cao v a dng ca khch trong khch sn. Nh hng Silver Sea l nh hng trc thc khch sn Silver Sea, cht lng ca dch v m nh hng cung cp nh hng trc tip n kh nng thu ht khch ca khch sn v nh hng n hiu qu kinh doanh ca khch sn.V th, ti nghin cu nhm phn tch hot ng kinh doanh ca nh hang a ra cc gii php nhm thu ht khch n nh hng, m bo hot ng kinh doanh ca nh hng c hiu qu, gp phn tng kh nng thu ht khch v nng cao hiu qu kinh doanh ca khch sn.

SVTH: Trn Th Lnh- Lp Trang

PHN I: C S L LUN
1.1 Khi nim, phn loi v ni dung ca kinh doanh nh hng
1.1.1 Khi nim:
Nh hng l mt c s kinh doanh chuyn ch bin v phc v cc sn phm n ung nhm p ng nhu cu thit yu v cc nhu cu khc ca khch hng vi mc ch ch yu l thu li nhun. Nh vy, nh hng chnh l mt c s kinh doanh v mt php l n c th mang t cch l mt doanh nghip c lp, cng c th l mt b phn trong khch sn hay cc c s kinh doanh du lch no . Hot ng ca nh hng l ch bin v phc v cc sn phm n ung. Tu theo loi hnh v iu kin c th ca nh hng n c th c cc loi sn phm khc nhau.

1.1.2 Phn loi:

Nh hng l mt c s kinh doanh chuyn ch bin v phc v cc sn phm n ung nhm p ng nhu cu thit yu v cc nhu cu khc ca khch hng vi mc ch thu li nhun. khai thc kinh doanh nh hng mt cch c hiu qu, cc nh qun l cn phi bit r nhng hnh thc tn ti ca loi hnh c s kinh doanh, nhng u im, hn ch ca tng loi trong vic t chc kinh doanh, y chnh l i hi phn loi nh hng ca cp qun l. Trn thc t hin nay Vit Nam, ngi ta thng s dng cc tiu ch sau lm s s phn loi nh hng: - Mc lin kt - Quy m nh hng - Cht lng dch v - Hnh thc phc v - Cc tiu ch phn loi khc Cn c vo mc lin kt: Theo cch phn loi ny c cc loi nh hng sau: + Nh hng c lp: l nh hng c t cch php nhn ring, l mt doanh nghip c lp khng ph thuc vo cc khch sn hay cc c s kinh doanh khc. Loi nh hng ny c s ch ng trong kinh doanh, tuy nhin gp kh khn trong vic thu ht khch. + Nh hng ph thuc: L loi nh hng khng co t cch nh mt doanh nghip c lp m ch l mt n v, mt phn trong cc c s kinh doanh no . V d: nh hng trong khch sn, nh hng thuc mt c s vui chi gii tr no ..Hot ng ca nh hng ph thuc vo hot ng kinh doanh ca doanh nghip m n l thnh vin.
SVTH: Trn Th Lnh- Lp Trang 3

 Cn c theo quy m:

Quy m nh hng thng c nh gi theo quy m v c s vt cht v kh nng phc v. Thng thng ngi ta nh gi quy m nh hng da trn s lng ch c kh nng phc v (cng mt thi im) ca nh hng. Cn c theo quy m ngi ta chia nh hng thnh 3 loi: + Nh hng nh: l nh hng c quy m di 50 ch ngi + Nh hng trung bnh: l nh hng c quy m t trn 50 ch n 150 ch + Nh hng ln: l loi nh hng c quy m hn 150 ch Cn c theo cht lng phc v: Cht lng phc v l mt ch tiu nh tnh, mt khc cht lng phc v cn ph thuc nhiu vo s nh gi ch quan ca khch hng. Do ch tiu ny ch mang tnh cht tng i. Theo cht lng phc v ngi ta thng chia thnh ba loi: +Nh hng bnh dn: (Economic Restaurant) l nh hng c cht lng khim tn, gi c trung bnh, chng loi dch v khng nhiu. + Nh hng tiu chun(Standard Restaurant): l loi nh hng c cht lng t nhng tiu chun nht nh, chng loi dch v, sn phm n ung tng i a dng, c ga c cao hn nh hng bnh dn tp trung vo lng khch trung lu x hi + Nh hng sang trng (Deluxe Restaurant) L loi nh hng c cht lng cao, chng loi dch v a dng, phong ph, gi cao p ng khch thng lu trong x hi. Loi ny thng c cc khch sn cao cp Cn c theo hnh thc phc v: y l cch phn loi mang tnh ph bin nht trong hot ng kinh doanh, phc v n ung. Theo cch phn loi ny c cc loi nh hng sau: + Nh hng chn mn:(A lacarte) l loi nh hng vi thc n rt a dng, phong ph v chng loi mn n, ung thch hp cho s la chn ca khch, nhn vin phc v thng tay ngh tng i cao. + Nh hng n nh sut (Set menu Service) L loi nh hng phc v cc ba n t trc, nh trc v gi c v thc n, I tng phc v thng l khch theo nhm, theo on. + Nh hng t phc v (Buffet) L loi nh hng m khch c th t chon cc mn n nng, ngui, cc loi ung v gi c nh cho tt c cc khch hng. + Nh hng c ph c phc v n ung (Coffee shop) L ca hng phc v c ph, ba n nh, phc v nhanh, cc mn n thng l n sn. + Nh hng phc v n nhanh:( Fast food) y l loi nh hng phc v nhu cu n nhanh vi thi quen cng nghip, ph bin cc trung tm thng mi, cc thnh ph ln, tng t nh cc c hng c ph c phc v n ung. + Nh hng phc v tic (Banquet hall) l loi nh hng phc v cc loi tic chiu i khc nhau nh: hi ngh tng kt, tic ci, tic chiu i Cn c theo cch phn loi khc: Ngoi cc cch phn loi mang tnh cht ph bin ni trn cn c nhiu hnh thc phn loi nh hng khc. - Nh phn loi theo phg thc phc v v c tnh sn phm, ngi ta c th chia ra cc loi:

SVTH: Trn Th Lnh- Lp Trang

+ Nh hng dn tc: vi phong cch phc v v mn n mang m bn sc dn tc. Trang tr, kin trc, m nhc, trang phc ca nhn vincng mang tnh dn tc thng nht vi phong cch phc v v mn n ca nh hng. + Nh hng c sn: Chuyn kinh doanh mt loi c sn no , vi phng chm dng sn phm thu ht khch. - Trn phng din qun l nh nc v doanh nghip, ngi ta cn phn loi nh hng theo hnh thc s hu. Theo tiu ch ny Vit Nam hin ti c cc loi nh hng: + + + + + + Nh hng t nhn: Nh hng nh nc Nh hng c phn Nh hng lin doanh Nh hng tp th (hp tc x) Nh hng 100% vn nc ngoi.

1.2 Ni dung kinh doanh nh hng:

Ni dung ca hot ng kinh doanh nh hng bao gm cc hot ng ch bin thc n, bn v phc v nhu cu tiu dng cc thc n, ung v cung cp cc dch v khc nhm tha mn cc nhu cu v n ung v gii tr ca khch ti cc nh hng nhm mc ch c thu li nhun.Tu theo loi hnh v iu kin c th ca nh hng c th c cc loi sn phm khc nhau. Hot ng kinh doanh n ung ht sc a dng v phong ph tu thuc vo quy m cp hng ca doanh nghip. Ni dung ca kinh doanh nh hng gm 3 nhm hot ng sau: + Hot ng kinh doanh: Nh hng l mt c s kinh doanh cc sn phm (hng ho v dch v) n ung, v cc loi sn phm khc c lin quan (nh dch v hi ngh, hi tho,dch v vui chi gii tr) + Hot ng ch bin cc loi sn phm n ung: ch bin thc n cho khch,: bn sn phm ch bin ca mnh v hng chuyn bn + Hot ng t chc phc v: to iu kin khch hng tiu th thc n ti ch v cung cp iu kin ngh ngi, th gin cho khch.

1.3 H Thng Sn Phm Ca Nh Hng:

1.3.1 Khi nim
Sn phm ca nh hng l ton b cc mn n ung khch c phc v trong qu trnh tiu dng nh hng. Sn phm ca nh hng va mang tnh cht ca ngnh dch v, va mang tnh cht ca ngnh sn xut hng ha. Tnh dch v ca n th hin mc cht lng phc v, hng v mn n.m khch hng cm nhn c rt kh o lng v kim sot. V vy, ngi ta thng da vo nhng ci hu hnh ca n nhm th hin tnh cht hay c tnh ca sn phm dch v n ung qung b vi khch hng, a n cho h nhng ci m h c th nhn nhn c v sn phm ca nh hng.
SVTH: Trn Th Lnh- Lp Trang 5

1.3.2 c im:
Sn phm ca nh hng chnh l cc mn n ung khch c phc v trong qu trnh tiu dng nh hng.Cc danh mc sn phm rt a dng, phong ph phc v nhu cu rt a dng ca khch. Tuy nhin cn c vo tnh hiu qu , kh nng ca nh hng m gii hn sn phm n ung qua h thng thc n.Sn phm ca nh hng c cc c im: Sn phm ca nh hng khng ng nht: Cng mt mn n nh hng nhng lc ny khng ging lc khc, khng ng nht v khc nhau v nguyn vt liu, khc nhau v cch ch bin, khc nhau do tm trng ca khch hng, khc nhau v nhn vin phc v, khc nhau v thi gian thng thc mn n. Sn phm ca nh hng mang tnh tng hp: Tnh tng hp th hin ch, n khng ch l nhng mn n thng thng p ng nhu cu thit (nhu cu n ung) ca khch m n cn bao hm c s phc v, bu khng kh ti nh hng, ni cch khc l cc yu t khc tho mn nhu cu tinh thn ca khch. Sn phm ca nh hng l s kt hp gia hng ho v dch v, trong dch v chim t trng ln.Nh hng cng cao cp t trng dch v trong sn phm nh hng cng cao. Yu t hng ho trong sn phm ca nh hng l cc nguyn liu, thc phm, nhin liu, khu hao c s vt cht k thut t to ra cc mn n ung. Yu t dch v l qu trnh phc v,bu khng kh trong nh hng Hai yu t ny u khng th thiu to ra mt sn phm hon ho cho sn phm ca nh hng. Sn phm ca nh hng cng mang nhng tnh cht ca mt dch v, l: tnh phi vt cht, tnh ng thi gia qu trnh sn xut v tiu dng, tnh khng th tn kho, s tham gia ca khch hng vo qu trnh to ra dch v, tnh khng ng nht ca dch v bi v cng mt s s vt cht k thut, cng mt nguyn liu nh nhau nhng nu c ch bin,phc v bi nhng nhn vin khc nhau vi trnh chuyn mn nghip v v thi khc nhau vi du khch th cht lng ca sn phm ca kinh doanh dch v n ung cng b nh hng. bn cnh , nu khng c khch hng th hot ng sn xut sn phm ca c s kinh doanh dch v n ung cng s khng c tin hnh, v nu nu mn n ra m khng c khch th sn phm s b b i ch khng th lu kho c Qua , ta thy rng sn phm ca kinh doanh dch v n ung va mang tnh cht ca mt loi hng ha, li va mang tnh cht ca mt dch v. V vy, cn c bin php qun l ph hp sn phm t cht lng cao khi phc v khch hng, c v yu t hng ha ln dch v.

1.3.3 H thng sn phm ca nh hng:

H thng san phm trong nha hang chinh la cac mon n, thc ung khach c phuc vu trong qua trinh tiu dung nha hang. tao ra mt san phm hoan hao cn phai co s kt hp ng iu gia hai yu t: hang hoa va dich vu.

SVTH: Trn Th Lnh- Lp Trang

PHN II: THC TRNG HOT NG KINH DOANH CA NH HNG SILVER SEA
2.1 Tng quan v khch sn Silver Sea

Khch sn to lc trn mt v tr rt l tng, nm dc theo con ng mi Sn Tr_in Ngc khang trang ca thnh ph, pha trc l bi bin M Kh c chiu di khong 900m rt quen thuc vi ngi dn thnh ph v cc du khch nc ngoi. ng trn tng cao, bn c th bao qut ton thnh ph v cm nhn ht v p ca mt thnh ph th loi 1. Qu khch s ch mt khong 10 pht t i t sn bay quc t hay nh ga n khch sn SILVER SEA Resort.

SVTH: Trn Th Lnh- Lp Trang

Khch sn SILVER SEA t tiu chun quc t 3 sao vi chiu cao 04 tng gm c 60 phng c trang b y cc tin nghi cn thit. Ni tht m cng, trang nh cng cc dch v phong ph, cht lng cao sn sng phc v qu khch. Trong cc phng ng u c trang b cc trang thit b tin nghi nh: Bn lm vic, iu ha nhit , my sy tc, mang internet khng dy, tivi LCD, vi hoa sen, mini bar, ban cng/sn thng trong tng phng ca khch sn. Cc im c bit khc khch sn l h thng vi 02 thang my tc cao, dch v git l, gitkh, nh hng hng bin, kt an ton, salon. Bn cnh, Qu khch c th th gin, gii tr vi cc mn th thao hp dn nh: Bng chuyn bi bin, bng trn ct, bi li, lt vn ...- y ch l mt s trong cc tin nghi th thao v gii tr tuyt vi ca khch sn. Du khch s tm thy khch sn SILVER SEA ngy cng hng ti dch v phong ph, a dng v cc tin nghi cao cp nhm em li gi tr tuyt vi. Khi lu tr ti y, du khch s cm nhn c s thoi mi, d chu bi khng kh trong lnh v phong cch phc v tn tnh chu o ca i ng nhn vin c o to chuyn nghip v cch bi ring, c o tng phng, t phng mnh du khch c th nhn ra bin ngm v p rc r ca bnh minh. Them vo Qu khch c th tn b ht th khng kh trong lnh ca bin khi chiu xung v thng ngon nhng cnh p ni non ca thnh ph Nng xinh p ny. Silver Sea Resort my khe beach, Son Tra Dien Ngoc street, Da Nang City, Viet Nam Tel: (84) 511 3848 665 3848 666 Fax: (84) 511 3848 663 Email: salesdn1@silverseadanang.com Website: silverseadanang.com

2.2 Ngun lc ca nh hng

2.2.1 C s vt cht k thut trong nh hng
2.2.1.1 C s vt cht ca b phn l tn : y l b phn quan trng trong khch sn v l ni u tin v n tng i vi khch khi khch t chn n khch sn v nh hng n cht lng dch v ca khch sn. Khu vc ny bao gm quy l tn v tin snh. Ti khu vc ch i ca khch c b tr mt b bn gh salon hin i phc v khch trong thi gian ch i, hoc c th ngh ngi, c sch bo, tm hiu thng tin v cc tour du lch t nhng tp gp, t ri. Nhim v ch yu ca khu vc ny l tip nhn, x l thng tin t khch hng, lm th tc nhn phng, tr phng, thanh ton cho khch.
SVTH: Trn Th Lnh- Lp Trang 8

Bng1: Trang thit b ti b phn l tn ca khch sn STT 01 02 03 04 05 06 07 08 09 10 11 12 13 14 15 16 17 18 19 Trang thit b My vi tnh in thoi My Fax hin i My In My photocopy Quy l tn Quy quan h khch hng My qut trn My iu ha Bng theo di tnh trng phng S theo di Gi cha kha Gi bu nh Tp gp T ng giy t n chiu sng L hoa, cy cnh Tranh nh trang tr My c th S lng 05 11 01 01 01 01 01 03 01 01 01 01 01 02 02 03 02 03 Hin trng s dng Tt Tt Tt Tt Tt Tt Tt Tt Tt Tt Tt Tt Tt Tt Tt Tt Tt Tt

02 Tt (Ngun: b phn l tn khch sn) Khu vc tin snh ca khch sn l b mt ca khch sn do trang thit b ca b phn ny cn c trang b y n tip khch du lch, cch b tr, sp xp quy lm vic ca l tn, bn tip khch, k sch bo cng nh cy cnh rt hp l, to nn v sang trng, thong ng cho khch sn.
SVTH: Trn Th Lnh- Lp Trang 9

Da vo bng thng k trn cho thy c s vt cht ti b phn l tn y v m bo v cht lng nn c gi tr s dng cao.do gp phn tch cc trong qu trnh n tip, phc v cng nh tin khch., Trang thit b, my mc ti b phn ny rt y , hin i, mng WiFi ca khch sn m bo v yu cu cht lng phc v cho nhu cu tm kim thng tin ca khch. C s vt cht gp phn quan trng trong qu trnh phc v khch, c bit l vic to n tng ban u, cng nh nim tin ca khch khi h cha s dng dch v. Do , nhng trang thit b, c s vt cht cng nh cc yu t khc v kin trc, khng gian ti b phn tin snh ca khch sn u to nn v sang trng nhng khng cu k rt ph hp thu ht khch quc t v khch c kh nng chi tr cao. Bn cnh , khch sn cn c k hoch bo qun, kim tra nh k nhng thit b my mc m bo cht lng h tr cho qu trnh phc v khch. 2.2.1.2 C s vt cht phc v n ung Bng 2: Bng trang thit b c s dng trong nh hng STT 01 02 03 04 05 06 07 08 09 10 11 12 13 14 15 Trang thit b Bn n Gh Dao, mung, na Ly, tch Chn, bt My iu ha Chu hoa, cy cnh n chiu sng My vi tnh Ti vi in thoi My pha ch My xay sinh t Khn bn, khn trang tr Gt tn thuc S lng 26 208 400 500 250 04 15 20 1 02 02 02 02 40 20 Hin trng s dng Tt Tt Tt Tt Tt Tt Tt Tt Tt Tt Tt Tt Tt Tt Tt
10

SVTH: Trn Th Lnh- Lp Trang

16 17 19

L hoa T lnh V mt s dng c khc

20 03

Tt Tt Tt

Ton b trang thit b trong nh hng u c trang b y chng loi v s lng c th p ng nhu cu phc v vo ma ng khch vi s lng ln. i vi mt khch sn tiu chun 3 Sao nh Silver Sea th h thng c s vt cht k thut cng nh trang thit b, my mc hin c trong nh hng ca khch sn phc v cho nhu cu n ung ca du khch l rt y v hp l, c bit th trng chnh yu ca khch sn li l khch quc t- h l nhng ngi c kh nng chi tr cao nhng li cng i hi rt khc khe v cht lng dch v nn vi mt lng ln v trang thit b, my mc nh trn nhng cng m bo v mt tiu chun s p ng tt nhu cu n ung a dng ca khch. Khu vc ch bin ca nh hng c b tr mt cch hp l, chim 1/3 trong tng din tch nh hng, gia khu vc phng n v khu vc ch bin c ngn cch bi mt cnh va m bo khch khng th nhn thy c khi dng ba, va m bo s thun tin cho nhn vin khi phc v khch. Ton b nh hng u c trang b y cc dng c, trang thit b cn thit. Cc loi trang thit b bn trong cng nh bn ngoi nh hng rt a dng v phong ph. Trang thit b, my mc s dng cng nh cc dng c n ung ca nh hng u gn lin vi mc hin i ca khch sn. B phn nh hng c b tr bn ngoi khch sn vi hng nhn ra bin tht l tng. c bit khu vc bn ngoi c trang tr chu hoa v n lng kt hp to mt khng gian va lng mn v gn gi vi thin thin. Ti y, khch hng c th va thng thc nhng mn n ngon, trnh by p mt ca ngi u bp ti hoa va c th ngm nhn ton cnh bin th mng v tuyt p.Trang thit b trong nh hng c trang b y v hin i ph hp vi kin trc xy dng ca nh hng. Bn n c trang tr kh p vi cc mu ch o: khn tri bn l mu trng v ph ln trn mt khn trang tr mu lm ni bt khung cnh ca nh hng. Tuy nhin, cch trang tr c thay i hng ngy tu vo tnh cht ba tic to cho khch mt cm gic mi l, khng gy nhm chn, n iu. Quy bar l ni phc v cc ung cho khch vi thc n ung a dng v chng loi khch c th la chn ph hp vi s thch ca mnh v kh nng chi tr.Nhng bn gh khu vc quy Bar c thit k vi kiu dng khc so vi bn gh phc v cc ba n cho khch Khu vc nh hng v bp c chia thnh hai khu c lp k st nhau to thun tin trong vic phc v n ung ca du khch. Phng n c thit k m bo cho vic i li ca nhn vin qua cc cnh ca phc v gia nh hng v nh bp khng lm nh hng n khch. Vi mt khch sn tiu chun 3 sao th h thng c s vt cht trong nh hng c trang b y v phong ph v s lng cng nh chng loi l iu
SVTH: Trn Th Lnh- Lp Trang 11

hp l v va m bo v cht lng phc v cng nh tiu chun phn hng ca khch sn.

2.2.2 Lc Lng Lao ng Trong Nh Hng

2.2.2.1 S t chc:

Tng Gim c

Ban Gim c

B phn L tn

B phn bun g

B phn nh hng

B phn Bp

B phn K Thut

B phn Bo V

B phn Dv B sung

B phn K ton

Gim st

Gim st

Tr ng ca

Gim st

Gim st

Gim st

Gim st

Gim st

Tr ng ca

Tr ng ca

NV

Tr ng ca

Tr ng ca

Tr ng ca

Tr ng ca

Tr ng ca

NV

NV

NV

NV

NV

NV

NV

Ghi ch:

: Quan h trc tuyn : Quan h chc nng

SVTH: Trn Th Lnh- Lp Trang

12

Qua s ta thy m hnh t chc lao ng ti khch sn Silver Sea l m hnh trc tuyn chc nng. Ban gim c gm 9 ngi,1 tng gim c v 8 gim c cc b phn. Tng Gim c l ngi iu hnh cao nht trong khch sn chu trch nhim trc cp trn trc tip l Hi ng Qun Tr v mi hot ng ca khch sn, ng thi theo di, kim tra vic thc hin mnh lnh ca cp di.Ban gim c l nhng ngi gip Tng gim c iu hnh hot ng sn xut kinh doanh ca khch sn theo s phn cng lao ng. Cc phng ban chc nng hot ng nhp nhng v h tr ln nhau trong vic thc hin nhim v cng nh tham mu gip Tng gim c t chc qun l v iu hnh cc hot ng ca khch sn, ng thi chu trch nhim trc tng gim c v kt qu hot ng cng nh iu hnh nhim v chuyn mn c th ca n v mnh.Cc b phn tc nghip(l tn, bung, bn) cng lc chu s qun l ca cc gim c b phn ( gim c l tn, gim c nh hng,gim c b phn kinh doanh,gim c b phn bung...) v c mi quan h h tr ln nhau v mi b phn c mt gim st ph trch iu hnh do gim c trc tip b nhim.Cc trng ca chu s qun l trc tip ca cc gim st vin trong b phn ca mnh.Cc trng b phn tc nghip c trch nhim kim tra vic thc hin cng vic ca cc t vin ca n v mnh v bo co kt qu ln cc trng b phn chc nng vo cui mi ngy, tun, thng, qu, nm. Tuy nhin, trong c cu t chc ca b phn nh hng th gim c nh hng l ngi trc tip qun l v iu hnh cc hot ng ca nh hng,cac trng ca la ngi chiu trach nhim giam sat cac nhn vin trong ca lam vic cua minh. Nh vy, am bao cho hoat ng kinh doanh co hiu qua va co s phn cng cng vic mt cach ro rang, cu th thi cn b sung thm vi tri giam sat trong nha hang tr giup giam c trong vic quan ly hoat ng kinh doanh va thay mt giam c iu hanh moi hoat ng trong nha hang khi giam c vng mt. 2.2.2.2 Chc nng nhim v ca tng b phn: Ban Gim c: Chu trch nhim t chc v iu hnh khch sn trong khun kh ngun vn theo yu cu ca Hi ng Qun Tr. Ban Gim c khch sn chu s lnh o ca cng ty v Tng gim c iu hnh, thc hin mt s nhim v khc nh quan h khch hng tim nng, quan h vi chnh quyn a phng, iu hnh hot ng sn xut kinh doanh ca n v mnh theo s phn cng lao ng. Phng K Ton: Quyt nh cc chin lc v ti chnh, tm kim vn v ngun vn cho khch sn. C cc chc nng sau: lp chng t chng minh tnh hp l ca vic hnh thnh v s dng vn kinh doanh trn c s chng t, tng hp cc loi chi ph phc v kinh doanh v tnh ton ring cho tng loi dch v nhm xc nh kt qu kinh doanh ca tng b phn v ton khch sn. Lp bo co ti chnh, cn i ti sn theo tng thng, qu, nm. Phn tch s bin ng ca ti sn bo co ln Ban Gim c. B phn nhn s: Thc hin nhim v v cng tc t chc cn b, ban hnh cc th ch qun l; iu hnh quy ch lm vic, k lut.B phn nhn s chu trch nhim qun l lc lng lao ng trong khch sn, tuyn dng lao ng khi cc b phn trong khch sn c nhu cu b sung thm ngun nhn lc

SVTH: Trn Th Lnh- Lp Trang

13

B phn t chc kinh doanh: Thc hin ph trch mng cng tc ca phng kinh doanh, tip th, nghin cu th trng v cc i th cnh tranh; lm cng tc thng k, phn tch, nh gi hiu qu kinh doanh. B phn l tn: C chc nng nh chic cu ni gia khch vi cc dch v trong khch sn, c nhim v t chc n tip, lm th tc ng k phng v tr phng cho khch; kt hp vi cc b phn dch v khc c lin quan p ng cc yu cu ca khch. B phn nh hng: T chc phc v khch n n ung trong nh hng, phng tic, hi ngh v phc v bn ngoi cho khch khi c yu cu. T chc sp xp bn gh v phi hp vi phng k thut chun b cho cc hi trng hoc phng hp theo hp ng k kt. B phn bung phng: C trch nhim lm v sinh phng khch, cc khu vc hnh lang, cu thang v tin snh ca khch sn. Theo di tnh hnh s dng cc trang thit b trong phng ng, khu vc trong khi phng ng. Bo co tnh hnh phng ca khch sn cho l tn hng ngy. B phn k thut: Theo di, bo tr thng xuyn cc trang thit b v sa cha cc cng c khi cc b phn khc c yu cu. Thc hin cc khu trang tr sn khu, m thanh cho hi trng phc v cho cc hi ngh, hi tho do khch hng hp ng. B phn bp: Chu trch nhim ch bin cc mn n theo thc n do khch yu cu hoc theo thc n ca nh hng a xung, thc hin cc tiu chun v v sinh an ton thc phm. B phn dch v b sung: Phc v khi khch c yu cu, chu trch nhim v cht lng trc Gim c khch sn. B phn bo v: C nhim v bo v an ninh trt t trong khch sn cng nh bo v tnh mng, ti sn ca khch.

2.2.1 H Thng Sn Phm Trong Nh Hng

Sn phm trong khch sn Silver Sea bao gm dch v chnh v dch v b sung: - Dch v chnh: Dch v chnh trong khch sn Silver Sea l dch v lu tr. Khch sn c 60 phng t tiu chun quc t v trang thit b hin i, ni tht p, sang trng chc chn s mang li cho qu khch mt cm gic tht thoi mi trong sut qu trnh lu tr ti khch sn Silver sea. y l dch v mang li doanh thu chnh cho khch sn, chim khong trn 60% tng doanh thu ca khch sn. H thng c s vt cht ca dch v lu tr lun thng xuyn c bo tr v sa cha, nng cp nhm p ng tt nht nhu cu lu tr ca du khch. Khch sn c cc loi phng nh:Standard Patial Sea View co 20 phng rng 30m2, Superior Full Sea View c 25 phng rng 34m2, Deluxe Full Sea View co 15 phng rng 50m2 - Dch v b sung:
SVTH: Trn Th Lnh- Lp Trang 14

+ Dch v n ung: Khch sn gm c 1 nh hng v 1 quy bar phc v cho nhu cu n ung,th gin ca du khch:

Silver Sea Restaurant: t ti bn ngoi ca khch sn vi sc cha 150 khch. Nh hng sang trng phc v cc mn n u- cng ba sng t chn t 6:30-9:30am. . Nh hng vi tm nhn cnh bin tuyt p. Bn cnh nh hng vi i ng nhn vin phc v tr, tn ty v lch thip chc chn s lm hi lng qu khch. + Phng hp: Vi din tch 120 m2, sc cha 100 ngi, l ni l tng t chc hi ngh hay tic cocktail.

+ Dch v Massage: Trung tm spa vi 4 phng y trang thit b v i ng nhn vin tr p giu kinh nghim s mang li cho khch hng s hi lng khi s dng dch v. Bn cnh , ti trung tm cn c cc thit b massage v lm p khc nhau khch d dng la chn khi s dng sn phm ca khch sn. + Dch v ph v cc tin nghi khc: Internet tc cao ADSL (cp v Wifi) trang b cho tt c cc phng. Thu i ngoi t, thanh ton: Bn hng lu nim, chuyn pht th v bu kin. Fax, photocopy v Email Dch thut, Anh, Php . . . Hng dn du lch city tour. Cho thu xe p min ph. t v v xc nhn ch trn my bay. Bo v 24/24h. Phc v cung cp vn lt trn bin min ph cho du khch. Nhn chung, th h thng dch v ca khch sn ap ng c nhu cu cua khach hang nhng sn phm ca khch sn ch n thun l lu tr v n ung nhm p ng nhng nhu cu chnh yu ca du khch v mt s dch v b sung nh cho thu xe, masage,i ngoi t.. Th hin nay, h thng sn phm ca khch sn c tng ln, bn cnh nhng dch v c hin nay khch sn cn c thm cc dch v nh , h thng wifi,.. nhm to s thoi mi, d chu v thun tin cho du khch khi khach co nhu cu s dung dich vu Mc d vy, nhng vi mt khch sn t tiu chun 3 sao nh Silver Sea th h thng sn phm cung cp cho khch ca khch sn nh hin nay vn cn rt hn ch so vi cc khch sn ng hng khc trn a bn thnh ph. Bn cnh , hot ng ca cc dch v ny vn cn mt s khuyt im nh: dch v i ngoi t, t v v xc nhn v my bay c thc hin mt cch khng chuyn nghip; cn cc dch v nh xng hi, massage, cho thu xe th cht lng phuc vu cha cao bi i ngu nhn vin cha co kinh nghim v chuyn mn nghip vu va trinh ngoai ng con han ch, vi th cht lng dich vu cha cao.i vi dch v n ung th khch sn c mt nh hng tng i y trang thit b nhng nh hng cha thc s thu ht c du khch
SVTH: Trn Th Lnh- Lp Trang 15

v hot ng kinh doanh khng c hiu qu. Cc dch v ca khch sn ch mang tnh cht tng trng gii thiu cho hnh nh ca khch sn. H thng dch v cha thc s c quan tm v u t ng mc p ng nhu cu ca du khch. Ni tm li, dch v chnh ca khch sn l dch v lu tr, cn cc dch v khc th vn cha c quan tm va u t ung mc..

2.3 Kt Qu Hot ng Kinh Doanh Nh Hng Silver Sea

2.3.1 Ngun khch ca nh hng:
2.3.1.1 Thc trng khch n nh hng t ngy thnh lp cho n nay. Nm 2010 SL 12.42 0 11.35 4 1.066 21.47 3 20.45 2 1.021 2011 SL 4.515 2.500 2.015 9.030 5.675 3.355

Ch tiu Tnglt khch Quc t Ni a Tngngy khch Quc t Ni a

VT Khch Ngy/ K

TT( %) 100 91.4 8.6 100 95.2 4.8

(%) 100 55.4 44.6 100 62.8 37.2

Bng 3: S lt khch n nh hng Silver Sea trong gian on 2010 dn nay. V khch sn Silver Sea va mi thnh lp cha y hai nm nn thc trng khch n trong nm 2011 c tnh n ht thang nm nh trn. Nhn chung qua bng s liu ta thy bc khi u trong vic thu hut khch ca khch sn nh vy l tng i cao. C th nm 2010 tng lng khch n lu tr
SVTH: Trn Th Lnh- Lp Trang 16

ti khch sn la 12.420 khch, bnh qun mi thng c n 1.035 khch n lu tr ti khch sn. Song hnh cng nhng khch sn ng hng khc trong thnh ph Silver Sea c mt bc khi u tht l tng. 2.3.1.2. Kt qu kinh doanh ca nh hng * C s vt cht k thut ti nh hng Bng 4: c s vt cht ti b phn nh hng STT Tn trang thit b VT S Lng I Trang thit b 01 m ly ci 1 02 Loa ln ci 4 03 Loa nh ci 2 04 My chiu ci 1 05 u a ci 1 06 Tivi ci 2 07 Qut ng ci 2 08 Qut trn ci 2 9 My iu ho ci 4 10 My tnh ci 1 11 T lnh ci 3 12 T ng ci 1 13 My pha ch ci 2 14 My xay sinh t ci 2 15 in thoi ci 1 II Cng c. dng c A. g 01 Bn trn g ci 26 02 Bn trn gng ci 5 03 Gh g ci 208 B vi 01 Rm che ci 8 02 Khn bn 160*160 ci 32 03 Khn n ci 150 C kim loi 01 Bar Knife ci 2 02 Dao n b ci 150 03 Dao n b ci 150 04 Dao n chinh ci 150 05 Dao ct bnh m ci 2 06 Kp cua ci 9 07 Fin c f ci 15 08 Gp ci 5 09 Khui bia ci 10 10 Khui ru ci 2 D snh s
SVTH: Trn Th Lnh- Lp Trang 17

01 02 03 04 05 06 07 08 09 10 11 12 13 14 E 01 02 03 04 05 06 07 08 09 10 11 12 13 14 15 16 17

Gt tn Gc mung Gc a Tch c ph Chn sup Chn st trt Chn st su Chn cm a n ln a n nh L mui L tm L tiu Bnh ng sa thu tinh Ly B52 Ly Brandy Ly magarita Ly juice Ly matini Ly vang Ly vang trng Ly scantger Ly mixing Ly Poco Ly Hiball Ly hurican Ly loe Ly Goblet Ly champage flut Ly champage saucer Chn thu tinh decord

ci ci ci ci ci ci ci ci ci ci ci ci ci ci ci ci ci Ci ci ci ci ci ci ci ci ci ci ci ci ci ci

20 75 150 100 50 50 10 150 185 193 20 20 20 4 5 11 20 20 30 24 33 8 9 15 50 6 6 43 7 24 18

Theo s liu v c s vt cht k thut ca b phn nh hng ta thy rng : Vi h thng trang thit b, cng c dng c t tiu chun ca khch sn 3 sao, li c tm nhn p nn y l mt iu kin tt nh hng khng nh hnh nh ca mnh trong tm tr khch hng, cng nh th hin ng cp cht lng m mnh phc v m trc ht l c s vt cht k thut to c uy tn vi khch hng, thu ht khch n vi nh hng ngy mt tng ln.Tuy nhin, do s hn ch v s lng chn bt set-up bn: ch 150 b, khng c thay th nn nhn vin phi thng xuyn ra chn bt c th kp thi phc v khch vo nhng thi im khch ng. Chnh iu ny s lm gim nng sut lao ng ca nhn vin. H thng thit b k thut:

SVTH: Trn Th Lnh- Lp Trang

18

+ H thng chiu sng: m bo d chu cho khch i vi h thng n chm mu + H thng thng tin: Cc thng tin lin lc trong ni b khch sn ni chung v nh hng ni ring cng nh vi cc i tng bn ngoi ch yu bng in thoi hoc fax. Chng hn khi khch c yu cu th gi trc tip cho quy l tn, v nhn vin l tn s thng bo cho cc b phn lin quan bit. Hoc khi c s c g xy ra th nhn vin s gi trc tip cho qun l x l. + H thng x l nc, h thng in ti nh hng thng xuyn c kim tra bo tr tu dng bi nhn vin ca b phn k thut vi: Tt c c khn rm thng xuyn c git . Hin nay, nh hng dng nhiu gam mu khc nhau cho vi. Mu rm ch yu l mu sng nh trng , kem. Khn bn mu trng, tp tri khn bn mu .. C s vt cht ca nh hng d c trang b kh y nhng do s hn ch v quy m ca nh hng ch c th phc v 150 khch trong cng mt khong thi gian nn lm hn ch kh nng ca nh hng trong vic t chc cc ba tic ln nh tic ci, hi ngh khch hng Tt c cc nh hng v quy bar u c thit k trang tr sang trng. My mc trang thit b bn trong nh hng hin i to thun li trong qu trnh phc v khch. Trang thit b v dng c c trang b a dng v chng loi v s lng m bo phc v nhu cu n ung ca khch hng v ma ng khch.Cc chu cy cnh c t nhng v tr ph hp. Cc ph kin trang tr nh: rm ca, l hoa, cc l gm s, tranh nh, ti vi...tt c c phi hp kho lo to nn khng kh trang nh, hi ho. Bn cnh l cc b dng c n ung sng bng .Nh vy, vi li kin trc ring, c s vt cht hin i, nhng vt dng h tr trong dch v n ung s gp phn to cm gic ngon ming, c bit i vi khch quc t nhng ngi c thi quen s dng cc dch v cao cp. * Lc lng lao ng ti nh hng - C cu t chc: +S t chc:
GIM C

Trng ca

Nhn vin bn

Nhn vin bar

Nhn vin thu ngn

SVTH: Trn Th Lnh- Lp Trang

19

Nhn vo s t ti nh hng Silver Sea ta thy m hnh t chc trong nh hng l m hnh trc tuyn. Gim c nh hng l ngi trc tip qun l v chu trch nhim v mi hot ng kinh doanh ca nh hng.Di quyn qun l ca gim c l 2 trng ca chu trch nhim qun l cng vic trong ca lm ca mnh. Nguyn tc ch yu ca m hnh trc tuyn l mi b phn ngi tha hnh ch c mt lnh o trc tip. Ngi lnh o trc tip phi hiu ht v lm c cng vic ca nhn vin thuc quyn ca mnh. u im ni bt ca m hnh ny l: Nhn vin c ngi lnh o duy nht, trnh c s chng cho mnh lnh khi tha hnh nhim v v vic trin khai nhim v o bo phi nhanh chng, chnh xc. Tuy nhin, m hnh ny c nhc im l: Ngi lnh o phi am hiu v thng tho cc chuyn mn ca cc b phn (bar, bn,thu ngn). Kh thc hin vic iu hnh trc tip khi cc b phn c nhiu chuyn mn khc nhau.Bn cnh , ngi lnh o phi l ngi c chuyn mn, tay ngh cao, c uy tn v nng lc iu hnh. Nh vy, v c cu t chc qun l ca nh hng Silver Sea vn cha c m bo cn phi c thm mt chc danh l gim st vin thay mt gim c iu hnh qun l mi hot ng trong nh hng khi gim c vng mt. + Chc nng, nhim v Gim c: L ngi chu trch nhim v mi hot ng ca nh hng, qun l nhn vin, k kt giao tip vi khch hng,chu trch nhim trc tip v lng thc v thc phm, chi mua cc dng c phc v cho nh hng v chu trch nhim trc tng gim c khch sn. Trng ca: Chu trch nhim qun l mi cng vic trong ca lm ca mnh trc khi bn giao cho ca khc. ng thi qun l phn cng cng vic cho nhn vin trong ca lm ca mnh, c trch nhim phn nh kin khen ch ca khch cho trng b phn nh hng v bp trng rt kinh nghim, nng cao cht lng mn n. Cc nhn vin: Chu s qun l trc tip ca t trng, phi tun th theo cc ni quy v quy nh ca nh hng, vo ca ng gi, mc ng phc khi vo ca lm vic v hon thnh cng vic c phn cng, phc v chu o, tn tnh v c cht lng. - Lc lng lao ng: Lc lng lao ng ti b phn nh hng ca khch sn nm 2010 n nay VT: ngi Ch tiu Tng s L 11 100 Gii tnh Na m 3 N 8 H 1 9% Trnh C 7 64 TC PT 3 27 H 1 9% Ngoi ng C 4 36 B A 6 55%

S lng T l( %)

27% 73

SVTH: Trn Th Lnh- Lp Trang

20

Da vo bng s liu ta thy rng: lc lng lao ng ti nh hng ch yu l n, chim 73% trong tng s lao ng. Bn cnh trnh cao ng chim hn mt na tng s lao ng cu th la 64%. Lc lng lao ng trong nh hng Silver Sea gm 12 lao ng vi cc chc danh c th: 1 qun l nh hng, 2 trng ca, 2 nhn vin pha ch, 2 thu ngn v 4 nhn vin phc v.chia thnh 2 ca lm vic. Mi ca lm vic gm 2 nhn vin phc v, 2 thu ngn v 2 nhn vin pha ch phc v nhu cu n ung ca khch. S phn cng lao ng trong nh hng nh vy l kh hp l bi kinh doanh nh hng i hi nhiu nhn vin phc v bn kp thi phc v khch v m bo cht lng phc v.Ngoi ra, vo nhng thi gian ng khch nh hng huy ng thm ngun nhn lc p ng nhu cu ca khch hng v nng cao cht lng phc v bng bin php tng ca cho nhn vin trong b phn. Thi gian hot ng ca khch sn t 6h a.m n 10h p.m v chia thnh 2 ca chnh. Trong nhn vin b phn nh hng v bung chim t trng ln trong lao ng trc tip l do khch sn thng xuyn phc v khch lu tr trong ngy, hi ngh, tic V vy m cn s lng nhn vin nh hng ng kp thi phc v khch mt cch tt nht; bn cnh b phn bung cng c vai tr quan trng v trong hot ng kinh doanh khch sn dch v lu tr l dch v chnh v quan trng nht phc v nhu cu ngh ngi ca du khch m bo cho khch s hi lng v c cm tng nh trong chnh ngi nh ca mnh, nhm m bo cht lng dch v tt nht v vy s lng lao ng b phn ny tng i nhiu kp thi p ng nhu cu ca khch hng. Trong c cu gii tnh ca khch sn, ta thy n gii chim t trng l 73% cao hn t trng ca nam gii l 27%. V cng vic trong khch sn khng ch i hi v sc kho, k thut (nh cc cng vic b phn k thut, bo v do m nam gii tp trung nhiu cc b phn nay) m cn i hi s kho lo, t m v cn thn (nh cc cng vic ti b phn l tn, bung v phng k ton, do n gii li tp trung nhiu cc b phn ny). Nhn chung trnh hc vn ca nhn vin trong khch sn l m bo c yu cu ca cng vic + Mt s b phn ch cht i hi trnh cao th hu ht c trnh i hc nh: Ban gim c v cc trng b phn .V nhng ngi ny chu trch nhim chnh v phng hng hot ng v pht trin ca khch sn nn i hi phi c trnh cao. + Cc nhn vin khc th cng vic i hi hiu bit nghip v, lm vic di s ch o ca cc trng b phn nn trnh mc trung cp v s cp l m bo cho cng vic.Khch sn c s phn cng lao ng hp l, giao ng vic, ng trnh chuyn mn cho ng ngi. Vi s phn cng lao ng ph hp, i ng nhn vin tr nng ng, tp trung vo nhng b phn tip xc trc tip vi khch hng (nh l tn,nh hng,dch v b sung). Nhng nhn vin ln tui c phn

SVTH: Trn Th Lnh- Lp Trang

21

cng nhng b phn hu cn t tip xc trc tip vi khch hng, h c kinh nghim lu nm h tr nhng nhn vin tr trong qu trnh phc v khch. Tuy nhin, ci thin cht lng phc v khch v ngy cng thu ht khch, khch sn cn ch trng hn n vic nng cao trnh chuyn mn nghip v cho nhn vin.
-

V trnh ngoi ng: Trnh ngoi ng ca nhn vin trong khch sn tng i m bo.Tuy nhin, do nhu cu ngy cng cao ca khch hng cng nh tiu chun quy nh kinh doanh khch sn th trnh ngoi ng ca nhn vin trong khch sn vn cha m bo, do cn phi nng cao trnh ngoi ng cho nhn vin c bit l nhn vin cc dch v b sung, b phn ny cng i hi phi thng xuyn c s tip xc trc tip vi khch (khch quc t), iu ny gy tr ngi cho nhn vin b phn ny trong vic gii thiu, thuyt phc khch quc t tiu dng dch v ca khch sn.

Tuy nhin, m bo v nng cao cht lng phc v th khch sn cn c k hoch y mnh cng tc o to, bi dng, hun luyn nng cao trnh chuyn mn nghip v cng nh trnh ngoi ng cho i ng lao ng ca khch sn phc v khch quc t ngy mt tt hn, bi y l i tng khch hng mc tiu m khch sn mun hng n bi kh nng chi tr cao. * H Thng Sn Phm Ca Nh Hng: H thng sn phm trong nh hng Silver Sea bao gm cc dch v chnh v dch v b sung. + Dch v chnh: L vic ch bin v phc v cc thc n ung cho khch nhm tha mn nhu cu thit yu ca khch hng. H thng sn phm trong nh hng kh a dng v chng loi v s lng c th hin qua thc n dy ca nh hng Vi h thng sn phm phong ph bao gm cc mn n u, v cc mn n c sn ca thnh ph bin nng. + Cc mn n u: Pizza, Club Sandwich, M , . + Cc mn n : Sup cua, Heo xo x t, B xo m gin, cm trng, rau mung xo ti, g nng mt ong, + Cc mn n c sn : Bnh cun, bnh xo, Tuy nhin, cc sn phm ti nh hng vi mc cht lng cn hn ch ch mi dng li vic l phc v nhu cu n ung thng ngy cho khch lu tr ti khch sn. Sn phm trong nh hang cha c s a dng ho v cha to ra c nt khc bit vi cc c s kinh doanh trong cc khch sn ng hn. Ngoi ra, nh hng cn c quy bar chuyn phc v cc loi thc ung cho khch gm cc loi c pha ch nh cooktail, ruTuy nhin, quy bar c din tch kh nh v s lng cc thc ung cn hn ch, bn cnh trnh chuyn mn nghip v ca nhn vin cn thp do vy nh hng cn a ra cc chnh sch bi dng, nng cao trnh chuyn mn nghip v cho nhn vin,v a dng ha cc chng loi sn phm ti quy bar c th p ng cho nhu cu ngy cng cao ca khch hng v mang li hiu qu kinh doanh. Qua y ta thy c cht lng dich vu vn cha cao, do trinh nhn vin con han ch, va san phm trong nha hang vn cha co s a dang hoa, nha
SVTH: Trn Th Lnh- Lp Trang 22

hang vn cha khai thac mt cach co hiu qua cac ngun lc sn co cua nha hang tao ra mt san phm hoan hao ap ng nhu cu cua khach hang.Chinh vi vy nha hang cn phai a ra cac bin phap bi dng trinh chuyn mn nghip vu cho nhn vin ng thi a dang hoa cac chung loai san phm nng cao li th canh tranh va am bao cho hoat ng kinh doanh mt cach hiu qua nht. Ngoi ra, c cu sn phm ca nh hng ch bao gm dch v chnh l phc v nhu cu n ung ca khch.Do cc dch v b sung nh: phc v tic, hi ngh cha c khai thc v quan tm.i vi cc khch sn khc trn a bn thnh ph nh khai thc tt h thng cc dch v b sung ny nn doanh thu hat ng phc v tic, hi nghchim t l rt ln trong tng doanh thu ca nh hng. y cng l mt vn nh hng cn quan tm trong thi gian n.

2.4 Ngun khch ca nh hng:

Trong thi qua, hot ng kinh doanh ca nh hng cha c ln mnh, nh hng hot ng vi mc ch ch yu l phc v tic buffet v p ng nhu cu n cho khch lu tr ti khch sn, to iu kin tt cho vic thu ht v gi khch ti khch sn. Bn cnh , nh hng cng t chc cc lp dy nu n cho nhng khch c nhu cu mun tm hiu nhng nt m thc Vit Nam nhng rt him. V vy, khch hng bit n nh hng cn t v nh hng cng cha to c uy tn, danh ting i vi khch hng ngoi khch lu tr ti khch sn.

2.4.1 Ngun khch ca nh hng

Bng 8: C cu ngun khch theo phm vi quc gia vt:lt khch Ch tiu 2010 2011 SL TT( SL TT( %) %) Tng s 3.576 100 1.056 100 lt khch Quc t 2.834 79,2 935 89 Ni a 742 20,8 121 11 (Ngun: Phng kinh doanh khch sn) Nhn vo bng s liu ta thy khch quc t n vi nh hng cao hn r rt so vi khch ni a.V khch sn va mi thnh lp nn u nm 2011 n nay khch n vi nh hng trong hn 4 thng qua l 1.056 lt khch. Nhn vo bng c cu khch theo phm vi quc gia th ta nhn thy rng ngun khch ca nh hng ch yu l khch quc t.Tuy nhin, nng cao kh nng cnh tranh cng nh khai thc hiu qu hot ng kinh doanh th nh hng cn c nhng gii php hp l gia tng kh nng thu ht khch ca nh hng v gia tng hiu qu thu ht lng khch ni a, bi lng khch ny c xu hng gia tng v nhu cu i du lch trong thi gian n khi i sng x hi ngy cng pht trin v i sng ca h ngy cng nng cao.

2.4.2 Cc hot ng thu ht khch ca nh hng Silver Sea:

* Cng tc t chc phc v ti nh hng Silver Sea:
SVTH: Trn Th Lnh- Lp Trang 23

Quy trnh phc v khch ti nh hng Silver Sea: Giai on trc khi khch n: 1. K xp li ton b bn gh: Cn c vo s lng khch t n m nhn vin phc v k xp bn gh theo nhu cu t n ca khch. 2. Lau chi tt c cc dng c n ung: Giai on ny l giai on nhn vin phc v lau chi tt c cc dng v n ung chun b cho vic phc v khch. 3. Gp ton b khn n: Tu theo s lng khch t n m nhn vin gp theo kiu mu khc nhau phn bit gia cc on khch khc nhau, gia khch t trc v khch cha t trc thun tin trong qu trnh dn khch vo ng v tr, ch ngi trnh s nhm ln v nng cao cht lng phc v. 4. Tri khn ln cc bn: Khn tri bn trong nh hng Silver Sea gm 2 loi, mt lp khn tri bn mu trng c tri theo hnh vung pha di, bn trn l tp tri bn mu ph ln trn theo hnh con thoi vo bui tra v ti.i vi bui sng c s thay i l tp tri theo hnh vung. 5.. By dng c n ung ln bn n: i vi ba n sng: nh hng phc v n buffet sng nn cc dng c c by ln bn n kh n gin ch gm mt b dao da n nhng khng c s ng b. Tch c ph t bn cnh dao n, trn bn n c t l gia v gm mt l mui v mt l tiu,mt gi khn giy v mt gi ng. i vi ba tra v ti: Nh hng Setup gm 1 dy bn n u v 1 dy bn n xen k nhau: i vi bn n u: Gm 2 b dao da n ( mt b dao da ln v mt b dao da nh), mt a n, 2 ly ru (mt ly goblet v mt ly vang ln), mt khn n c t trn a n.Tuy nhin, cc dng c c by khng theo quy trnh chun v khong cch gia cc dng c khng ng theo nguyn tc m tu thuc vo cch trnh by ca mi nhn vin khc nhau. i vi bn n : Gm mt b dao da n, mt mung c t bn cnh dao n, a t trn gc a v cch pha trn da n 2cm. 2 a n ( mt a n ln v mt a n nh), mt chn n dt trn iac n nh, mt khn n c gp theo hnh chic thhuyn t trn chn n, mt ly vang nh (hoc ly goblet) t cch dao 2cm. i vi bn n khch t sn: Tu vo tng loi thc n m khch t nn cch by tr dng c n ph hp vi tng loi thc n m bo y v s lng v thun tin cho nhu cu s dng ca khch. Thng thng, nhn vin ph v by dng c n i vi bn n khch t sn bao gm: Mt a n t chnh din khch ngi, mt b dao da n bn cnh ( dao bn phi v da bn tri), a t trn gc a bn cnh dao n, tha s t trn chn k tha bn cnh gc a, mt ly goblet c t trn u mui dao, khn n c t trn a n. Tu thuc vo s lng khch m nhn vin t chn gia v ( nc mm v nc tng).

SVTH: Trn Th Lnh- Lp Trang

24

i vi vic by dng c ln bn n ti nh hng nhn vin khng c thi quen dng khn phc v (khi t a n) v dng khay b dng c khi t bn , ngay c khi t ly cng khng dng khay v khn lt. Chnh iu ny lm nh hng khng nh n cht lng phc v trong nh hng. 6. Kim tra ln cui Ni dung kim tra tp trung vo vic t dng c ln bn c g thiu b sung. Sau khi mi vic hon tt th chun b giai on phc v khch. Giai on tip cn khch: (Giai on phc v khch n tra v ti) 1. Cho n v xp ch ngi: Ti nh hng Silver Sea khng b tr cho mt nhn vin ng ca ra vo ca nh hng cho n khch m khi khch tin vo nh hng th nhn vin mi bt u tin ra cho khch v hi khch t trc cha? Nu l khch t trc th nhn vin nh hng hi c bao nhiu ngi trong on khch i cng sau nhn vin phc v dn khch vo ch ngi v bt u quy trnh phc v. 2. Tip nhn nhu cu ca khch v ly order: Sau khi khch ngi vo bn th nhn vin phc v m khn n v t khn trn i khch, sau nhn vin trnh thc n cho khch xem v ly order. Sau khi ly order ca khch xong nhn vin phc v ghi captains v chuyn cho nh bp hoc bar chun b thc n, ung theo yu cu ca khch. 3. Chuyn Captains cho nh bp: Nhn vin phc v sau khi ly order v ghi vo captains gm 3 lin, mt lin giao mu hng giao cho thu ngn lm c s thanh ton tin cho khch, mt lin mu trng c chuyn cho bp v bar chun b thc n ung theo nhu cu ca khch, mt lin mu vng gi li v chuyn cho gim c lm c s i chiu khi bo co kt qu kinh doanh cui thng, cui qu, cui nm, 4. Nhn mn n t nh bp: Nh hng cng lp t mt h thng n bo hiu khi bp ch bin thc n xong th th bt cng tc in bng n trn nh hng cho nhn vin bit v kp thi mang ra phc v khch. Tuy nhin, h thng n bo hiu vn khng c s dng v bng n hng khng c sa cha, v th nhn vin phc v phi xung nh bp kim tra xem mn n ra cha v mang ra phc v khch. Vic nhn cc mn n t bp th hu ht cc nhn vin trong nh hng u lm vic ny, chnh v th s phn cng trong cng vic trong nh hng cha c tin hnh, mc chuyn mn ho trong phc v cha cao v vy lm nh hng n cht lng phc v ca nh hng. Giai on chnh thc phc v: Khi thc n c mang ra v nhn vin phc v mang n t trn bn khch nhng cng khng theo trnh t nht nh, cha c s chuyn nghip trong cch phc v dn n cht lng phc v khng m bo. Trong giai on phc v khch, cha c s phn cng lao ng, phn cng nhng ai ph trch dy bn no, nhim v ca tng ngi. Do vy, nhn vin trong nh hng i ng ln xn v c s nhm ln trong phc v khch (a nhm thc n). Giai on thanh ton:

SVTH: Trn Th Lnh- Lp Trang

25

Khi khch yu cu thanh ton th nhn vin nh hng xung ly ha n v mang ln thanh ton cho khch. Sau khi khch thanh ton xong th nhn vin phc v cm n khch v tin hnh dn dp trn bn chun b n khch mi. => Nh vy,quy trnh phc v bn ca nh hang Silver Seahin nay c phn chia cc cng on lm vic r rng. Tuy nhin, c nhiu hn ch cn phi khc phc nh: Trong giai on chun b trc khi khch n th c mt s cng vic b b qua nh vic lau chi bn, gh ngi nhn vin nh hng ch lau bn n khi bn c ly trong kho ra b bi bn dnh nhiu, khng lau bn n hay gh ngi mi ngy. Trong giai on tip cn khch khch th khng c bc cho n khch, khch n nh hng n ung phi i su vo trong nh hng .Nh hng khng b tr nhn vin ca ra vo cho n khch, iu ny lm cho khch cm thy mnh khng c tn trng, khng cn l thng na, m c cm gic l mnh cn nh hng, iu ny thng lm khch pht lng, khng quay li ln hai cng nh khng hi lng v cht lng phc v ca nh hng . Trong lc ly order cho khch th nhn vin phc v khng lm c nghip v gii thiu cc mn n c bit ca nh hng cho khch, nhn vin khng nm c cc mn n m nh hng phc v v mn cng nh cc ch bin mn n, nhn vin nh hangf khng c kh nng giao tip tt nn vic ly order ca khch ch n iu l ghi li nhng mn n m khch gi, v nhn vin phc v bn thng b qua bc quan trng trong vic xc nhn li cc mn m khch gi v hi thm khch c yu cu c bit g i vi mn n m khch gi hay khng. Giai on chnh thc phc v th nhn vin nh bn l r hn ch v trnh chuyn mn nghip v, cc mn n sau khi c bp ch bin xong th nhn vin phc v mang ra bn cho khch, vic a cc mn n cho khch khng c mt tiu chun cng vic c th no, nhn vin ch n thun a theo cch m thun li cho ngi phc v, phc v ru cng nh tnh trng a thc n cho khch, nhn vin phc v khng bit rt ru bn tri hay bn phi khch ngi. Nu so snh vi mt quy trnh chun th vic a n cho khch c quy nh cho vic th t a cc mn n t mn khai v cho n mn chnh v mn trng ming, nhng cng vic a n m nhn vin nh hng thc hin ch n gin l tp trung cc mn n mang cho khch sau khi nh bp ch bin xong. Vic phc v khch ti nh hng khch sn Silver Sea khng tun theo mt quy trnh chun no c, khng c s chuyn nghip trong qu trnh phc v khch. Vic phc v khch c tin hnh ty thuc vo cch thc ca mi nhn vin khc nhau, khng c s quan tm n khch hng. Nhn vin phc v trc tip cho khch trong tic buffet sng i ng mt cch ty tin, trong hot ng phc v khch cha c mt nhn vin c phn cng trch nhim trong cho n khch v dn khch vo ch ngi,v mt hn ch na trong hot ng qun l ti nh hng l cha c gim st trc tip thc th v chuyn nghip y gim st nhn vin cng nh cha phn cng trch nhim c th cho mi nhn vin h bit c trch nhim cng nh ni dung cng vic ca mi nhn vin . Ngoi ra, do khch sn cng cha ra mt quy trnh phc v khch chun cho i ng nhn vin nh hng v s hn ch v trnh chuyn mn ca i ng nhn vin y. V
SVTH: Trn Th Lnh- Lp Trang 26

vy, trong thi gian n khch sn cn phi c mt quy trnh phc v chun nhn vin thc hin theo.

2.4.3 Cc hot ng khc:

- Chnh sch sn phm: H thng sn phm trong nh hng l yu t quyt nh n v th cnh tranh cng nh v cht lng ca dch v. Chnh v hiu c iu ny nn nh hng c s thay i thc n hng ngy nhm to s mi l hp dn thc khch quen thuc ,trnh s lp li gy cm gic nhm chn cho khch hng ng thi thu ht khch hng mi n tiu dng sn phm. Tuy nhin, thay i lm mi cng cha c th thu ht khch n vi nh hng khi h thng sn phm trong nh hng cha c s a dng v s lng, chng loi phc v nhu cu ngy cng cao ca thc khch.Chnh v th, nh hng a ra dch v b sung l t chc lp dy nu n (nu nhng mn n theo kiu Vit Nam). Bn cnh nhng chnh sch v sn phm m nh hng a ra cn phi a ra sn phm mi v thay i c thc n (Alacarte) theo chu k ca sn phm v to ra nt c trng ca nh hng to li th cnh tranh v nng cao cht lng dch v. - Chnh sch phn phi Trong thi gian qua, nh hng thc hin tt hot ng phn phi,cc knh phn phi nh knh phn phi trc tip v trung gian lng khch t n ti nh hng ch yu thng qua cc trung gian l hnh: Apex, Saigontourist, T.A.T, Asian trail, Diel them.Tuy nhin, nh hng vn cha khai thc c ngun khch trong khch sn v khch l t bn ngoi. Do , nh hng cn c nhng chnh sch thu ht lng khch lu tr trong khch sn v khch l t bn ngoi n tiu dng sn phm ca nh hng. - Chnh sch truyn thng c ng Trong hot ng truyn thng c ng thi gian qua nh hng ch yu s dng hai cng c c ng l qung co v khuyn mi. Qung co: Trong qu trnh chuyn ti thng tin n khch hng nh hng ch yu qung co trn internet. y l phng tin qung co kh hiu qu m nh hng ang khai thc. Tuy nhin, trn trang web qung co ca khch sn, hnh nh cng nh thng tin cha v nh hng cn s si, cha thu ht c s ch ca khch. Khuyn mi: Trong thi gian qua nh hng s dng cng c ny khuyn khch khch hng s dng dch v ca nh hng , mc d nh hng c nhiu chnh sch khuyn mi nh: Lunch promotion, happy hour, sale off 20% for wine, daily Vietnamese setmenu offer.. . Tuy nhin hiu qu khai thc cha cao. Hot ng ny ch yu c p dng cho i tng khch n tra v ti ti nh hng nhng s lng khch s dng sn phm ca nh hng vn cha c m bo cho hot ng kinh doanh ca nh hng. u im:

SVTH: Trn Th Lnh- Lp Trang

27

- Nh hng nm v tr p, v thun li cho s i li ca du khch, vi khng gian thong ng. H thng c s vt cht k thut c trang b kh y v tin nghi. - i ng nhn vin tr trung, nng ng, nhit tnh, vui v, quan tm n nhu cu ca du khch. . Khuyt im: Mi trng lm vic cha tt,cha c s on kt, gip ln nhau gia cc nhn vin. Trong thi gian qua, thc n ca nh hng c thit k mang nng tnh ch quan ca ngi lm thc n. Thc n ca nh hng kh di vi s a dng v chng loi v s lng, tuy nhin cha to ra c mn n mang bn sc ring ca nh hng. C mt s mn n trong thc n ch mang tnh biu trng, ch khng sn xut phc v khch. Bn cnh , quy bar ca nh hng kh nh v s hn ch v s lng cc loi thc ung nn khch hng t c s la chn ph hp vi cc nhu cu cng nh s thch ca mnh. Do quy m ca nh hng nh nn kh khn trong vic t chc cc ba tic ln nh tic ci, hi ngh khch hng.. Bn cnh , nh hng vn cha khai thc c cc dch v t chc tic, hi ngh, hi tho v th hiu qu kinh doanh vn cha cao. Hot ng thu ht khch cu nh hng cha c thc hin mt cc chnh thc, ch yu l thc hin cng lc vi khch sn nn cha t hiu qu cao.Cha khai thc trit nng lc ca mnh trong vic thu ht khch trong khi nhiu nh hng, khch sn trong khu vc thc hin kh hiu qu hot ng ny. Ngoi ra, nhn vin nh hng cha c s phn cng cng vic c th, r rng. thc trch nhim cha cao v trnh chuyn mn ca i ng nhn vin cn hn ch khng tng ng vi hng sao ca khch sn. Vic phc v khng tun theo quy trnh phc v chun.

PHN III: GII PHP NHM THU HT THC KHCH N NH HNG KHCH SN SILVER SEA
3.1 nh Hng Pht Trin Ca Khch Sn V Nh Hng
3.1.1 nh hng pht trin ca khch sn:
Vi tnh hnh nh hng pht trin ngnh du lch l ngnh kinh t mi nhn cho du lch Nng tng lai th cng ngy cng c nhiu s s kinh doanh lu tr Ngy nay, vic ra i ca hng lot cc khch sn cao cp vi quy m ln, c c s vt cht, i ng lao ng ny cng c nng cao v hon thin nh hin nay, nn chim c li th trong kinh doanh, cc khch sn a ra cc chnh sch, phng hng pht trin khc nhau v vn c cc nh qun l quan tm, ch

SVTH: Trn Th Lnh- Lp Trang

28

l vic a dng ha nng cao cht lng phc v cc loi hnh dch v v dch v b sung. Ngoi hnh thc kinh doanh ch yu l lu tr th cc khch sn cn u t pht trin thm cc hnh thc dch v b sung khc nh: n ung, massage,... vi cht lng ngy cng c ci thin, nng cao v khch sn Silver Sea cng khng nm ngoi xu hng pht trin . i vi kinh doanh khch sn th kinh doanh lu tr ti khch sn Silver Sea chim doanh thu ng k, gp phn tng doanh thu cho khch sn. Mc d ng trc tnh hnh cnh tranh gay gt nh hin nay nhng khch sn Silver Sea vn thu ht c mt lng khch ng k v lng khch ny tng qua cc nm. c th cnh tranh c vi nhng khch sn trn th trng th i hi khch sn Silver Sea phi c nhng chnh sch, ng li ng n gip khch sn tn ti v pht trin trong mi trng kinh doanh hin nay, nh: - u t mnh hn cho cc dch v b sung v dch v gii tr. a dng ho sn phm dch v, m rng v nng cao cht lng cc dch v n ung, lu tr, hnh thnh h thng kinh doanh hon chnh, to cho doanh nghip pht trin bn vng trong nhng nm tip theo. - B sung, hon thin c s vt cht k thut ca khch sn trong tng lai cnh tranh vi cc i th cnh tranh. Tp trung mi bin php nng cht lng bng cch nng cao cht lng v trang thit b nhm tha mn nhu cu khch hng. Tng cng nng cao cht lng phc v khch hng hn na p ng nhu cu ngy cng cao ca du khch trong xu hng ton cu ha hin nay. - Ch o thng xuyn, cht che, c cc bin php v gi, khuyn mi, tip th v qung co. Ch trng cc th trng trong v ngoi nc, ng thi tch cc m rng th trng mi. - Tng cng bin php thu ht khch quc t trong ma vng khch. Xy dng, m rng hn cc mi quan h vi cc trung gian phn phi trn mt s quc gia. - m bo s cn bng hp l v gi c, cht lng dch v v cp hng ca khch sn. - Ci tin quy trnh phc v, nng cao cht lng dch v nhm to s ph hp gia cht lng mong i ca khch hng v kh nng cung ng ca khch sn. - Nng cao cht lng phc v thng qua o to, hun luyn bi dng cho nhn vin v nghip v. Nhng phng hng m khch sn ra nhm mc ch nh hng cho khch sn hot ng tt trong tng lai.

3.1.2 Mc tiu kinh doanh ca khch sn:

Mc tiu l nhng g m mi doanh nghip phi t ra c th ho nhng iu mnh mong mun t c. Mc tiu ca doanh nghip mun t c th phi c s n lc h tr ca mi c nhn trong doanh nghip. Tuy nhin, mc tiu phi mang tnh kh thi, phi o lng c, phi c gii hn v thi gian. Mc tiu c th c t ra trong nhng khong thi gian ngn di khc nhau tu theo ni dung,quy m ca mc tiu. Tuy nhin, doanh nghip mun t c mc tiu di
SVTH: Trn Th Lnh- Lp Trang 29

hn th trc tin phi t c nhng mc tiu trong ngn hn. Chnh v vy, khch sn phn ra hai loi mc tiu theo tiu thc thi gian. 3.1.2.1 Mc tiu ngn hn ca khch sn: - n nh v gi vng th trng hin ti. - Tng doanh thu 20%. - Tng nng sut s dng bung phng t 65% -70%. - Thi gian lu tr bnh qun ca khch tng t 2- 3 ngy. 3.1.2.2 Mc tiu di hn ca khch sn: L nhng mc tiu mang tm v m, mc tiu di hn cn c nghin cu k v xc nh r rng, ng n v n nh hng n chin lc kinh doanh ca khch sn. Tuy nhin mi trng kinh doanh lun bin ng, do mc tiu di hn cng cn c thay i cho ph hp vi xu th thi i. Hin nay, khch sn Silver Sea xc nh cho mnh nhng mc tiu trong di hn nh sau: - Thc hin tt chnh sch marketing vi bin php to mi quan h vi khch hng, nhm xy dng nim tin trong tm tr khch hng h khng ch trung thnh vi sn phm, dch v ca khch sn m cn l tuyn truyn vin hiu qu i vi cng tc qung b xy dng thng hiu khch sn. - Hon thnh mc tiu v doanh thu. - Thu ht khch trn mt s th trng mi (khch ni a, khch l). Tng lng cho nhn vin kch thch nhn vin lm vic m bo c lng trung thnh, hn ch lun chuyn lao ng, gip gim chi ph tuyn m, o to lao ng. Tt c cc mc tiu trn c thc hin nhm mc tiu ln l xy dng qung b, thng hiu Silver Sea ti Nng rng khp trn th trng ni a v quc t v tr thnh khch sn c cht lng phc v mt cch tt nht v chuyn nghip.

3.1.3 nh hng pht trin ca nh hng:

thc hin c mc tiu ca khch sn l tng doanh thu trong nm n, do cc b phn trong khch sn u k hoch pht trin y mnh hot ng kinh doanh v thu ht khch trn mt s th trng mi. Do , nh hng cng a ra nh hng pht trin trong tng lai l k hoch tng doanh thu v thc hin tt cng tc qun tr cht lng dch v gp phn thc hin tt mc tiu ra ca khch sn. Vi mc tiu l tng doanh thu v nng cao cht lng phc v trong nh hng nn k hoch a ra l cc b phn bar v nh hng phi hon thnh ch tiu ra trong nm ti l: Doanh thu nm sau phi tng so vi nm trc t 10 15% t c ch tiu ra th nh hng a ra bin php thc hin mc tiu c hiu qu l nh hng ra ch tiu bt buc phi hon thnh ng mc quy nh, nu b phn no khng t ch tiu th s p dng bin php k lut nh sau:
SVTH: Trn Th Lnh- Lp Trang 30

+ Lng s c nhn theo 70% doanh thu ca nh hng v khng c nhn lng thng th 13. + Khng c nhn tin bonus, best service + p dng bin php k lut nu nhn vin no vi phm: Khng mang trang phc ng quy nh, i tr, phc v khch khng tt khch phn nn v cht lng phc v. Tu theo mc vi phm m c nhng hnh thc k lut khc nhau: Cnh co, cho thi vic, tr lng.. Bn cnh , kch thch hiu qu lm vic ca nhn vin nh hng cng ra quy nh nu thc hin tt ch tiu doanh thu quy nh v vt nh mc th nhn vin s c hng 10% doanh thu vt mc quy nh. Thu ht khch trn mt s th trng mi: Khch ni a, khch l a dng ho cc h thng sn phm ca nh hng v m rng quy m hot ng ca cc dch v b sung. Hot ng t chc tic: a dng ho v phc v tt nhiu loi tic, p ng tt nhu cu ca khch. Khai thc ti a cng sut s dng ca nh hng.

3.2 Mt s gii php nhm thu ht thc khch n nh hng

3.2.1 a ra sn phm mi:
Sn phm ca nh hng Silver Sea l ton b h thng thc n ca nh hng gm cc mn n u v nhng mn c sn ca vng nh :bnh xo, bnh trng cun tht heo Tuy nhin, nhng sn phm ny cng cha c g khc bit so vi cc c s kinh doanh khc bi bn ngoi khch sn c nhiu c s kinh doanh dch v n ung m bo v cht lng cng nh s lng v gi c tng i r hn nh hng Silver Sea Nh hng cha ch trng trong vic a ra sn phm mi l nhm thu ht thc khch, mc d nh hng c s thay i thc n hng ngy (setmenu) nhng vn cha mang li hiu qu. Li th cnh tranh ca nh hng l nh hng trc thuc n v kinh doanh ca khch sn Silver Sea v th nh hng thu ht mt lng ln khch lu tr trong khch sn n s dng sn phm ca nh hng. V mt li th cnh tranh ca nh hng l nh hng c v tr p, vi tm nhn p ti y khch c th ngm ton cnh bin M Kh tuyt p Tuy nhin, li th ny vn cha c khai thc hiu qu, chnh v th nh hng cn ch trng vo vic a ra sn phm mi nh: thay i thc n nhm trnh s lp li v kch thch v gic ca khch hngBn cnh , nh hng vn cha khai thc c nhu cu phc v tic trong hi ngh, hi tho bi khch sn c dch v b sung l thu phng hp t chc hi ngh, hi tho m y l mt phn ngun thu ng gp khng nh n doanh thu ca nh hng m cc n v kinh doanh khc ng hn khai thc c hiu qu. trnh to cm gic nhm chn cho thc khch, nh hng nn thay i thc n theo mt chu k no (ma no thc n ny bi v thc phm theo ma th gi c tng i r hn v s ngon hn so vi thi im tri v) nhm to cm gic mi l vi khch quen c v hp dn khch hng mi trong khi vn duy tr nhng mn ch o nhm to ra nt ring bit ca nh hng so vi cc s s kinh doanh khc. Cc mn n trong thc n phi l nhng mn m nh hng c kh nng phc v khch trnh trng hp thc n c thit k ra ch trng by v

SVTH: Trn Th Lnh- Lp Trang

31

cc mn n c trong thc n nhng nh hng khng c kh nng phc v s lm nh hng n cht lng cng nh uy tn ca nh hng. Trong thi gian ti nh hng nn tp trung vo vic cung cp cc dch v: T chc cc loi tic c bit l tic hi ngh, tic tr v cc loi tic lin hoan, sinh nht gp g ban b. Hon thin sn phm hin c ca nh hng lm ph hp hn vi nhu cu mong i ca khch ng thi th hin c phong cch phc v ring ca mnh. y mnh khai thc cc gi tr vn ho truyn thng c trng ca dn tc Vit Nam thng qua kin trc, cch thc t chc sp xp cc trang thit b. Bi v trong hot ng kinh doanh dch v, i th cnh tranh rt d dng bt chc theo v th nh hng cn nghin cu v a ra phc v khch cc dch v mang bn sc ring ca nh hng to c s khc bit vi i th cnh tranh v thu ht khch. V vo nhng dp c bit nh hng nn t chc cho nhng u bp biu din v hng dn cch ch bin mn n qua thu ht thm khch hng n nh hng.

3.2.2 Hon thin quy trnh phc v:

Quy trnh phc v trong nh hng Silver Sea khng theo mt quy trnh chun v c nhiu thiu st dn n nh hng n cht lng phc.y l hn ch cn phi khc phc u tin nng cao cht lng phc v ca nh hng th hin c gii php ny, em xin a ra mt quy trnh phc v chung cho nh hng Silver Sea trong thi gian n. Quy trnh phc v chun p dng trong nh hng Silver Sea trong thi gian n Trong giai on chun b trc khi khch n: y l giai on nhn vin phc v cn chun b mi th m bo cho qua trnh phc v khch tt v mang li s hi lng cho khch.Trong giai on ny nhn vin phc v cn lm nhng vic sau: 1) V sinh li bn gh trong phng n, 2) K xp li bn gh: K xp li bn gh cho ngay ngn p mt v m bo tnh thm m,m bo s lng khch t n. Gh phi sch s, nguyn vn, chn chn, t gh chnh din ch khch ngi, chnh gia mt gh thng vi b n, mp gh thng vi mp bn. 3) Lau chi tt c dng c. 4) Gp khn n. 5) Trt gia v vo l. 6) Xem li thc n trong ngy : y l mt bc quan trng trong giai on chun b n khch, nhn vin trong nh hng Silver Sea cn phi xem thc n trong ngy khi tip cn khch th c th gii thiu nhng mn n c bit trong ngy cho khch, gii thch nhng thc mc ca khch v thc n. Ngoi ra xem thc n chun b dng c n ung, gia v thch hp cho mi ngy phc v khch. Xem thc n phi m bo nh cc mn n cng nh cch ch bin sn sng t vn cho khch khi khch phn vn trong vic chn mn n. 7) Tri khn bn: - Kim tra v mt bn - Kim tra khn bn ng tiu chun
SVTH: Trn Th Lnh- Lp Trang 32

- Tri khn bn ng k thut - Tri khn bn phi thng nht c nh hng 8) By dng c trn bn: Sau khi cc khn tri bn c tri ngay ngn th cc dng c n ung c mang ra by ln tng ch trn bn trc mt ni khch ngi. S lng dng c n ung, cch by bin trn bn ty thuc vo yu cu t trc ca khch, vic chuyn dng c t bn ch ra bn n phi c xp ln khay sch c lt khn trng. Khi t bn phi ch cm ng cn dao tha, da khng vt tay ln li dao, mt tha da. Ly, cc cm st xung phn chn hay phn y. a c cm vo vnh qua ln vi sch lt tay. Tu vo mi doanh nghip m c cch by dng c khch nhau, tuy nhin phi m bo ng s lng v khong cch thun tin cho khch khi s dng v m bo tnh thm m, khong cch gia cc dng c phi ng theo tiu chun l : * i vi ky thut t ban n tra, ti u theo thc n la: + a k (25cm) t chnh din ni khch s ngi,cch mp bn 2cm, tm ia no cach ia kia khoang 70cm. Mep ia cach u ban xp xi 25cm. + ia xup t trn ia k hoc chi t khn n trn ia k. + Dao mon chinh t bn phai ia k, li dao quay vao phia ia, cach mep ia 3 cm, chui cach mep ban 2 cm. + Dao n ca t phia bn phai canh dao n, cach dao n 1 cm, chui cach mep ban 2 cm. + Dia n mon chinh t bn trai ia n, cach ia n 3 cm, chui thng vi chui dao. + Dia n ca t phia ngoai canh dia n mon chinh, cach nhau 1 cm, chui dia, dao, thia thng hang vi nhau. + ia banh my ca nhn t bn trai, canh dia n ca, tm ia thng vi mui dia, mep ia cach dia 1 cm. + Dao pht b t trn ia banh my ca nhn phia bn phai ia. + Dia n trang ming t ngang canh mep ia, chui quay v bn trai. + Dao n trang ming t li dao quay vao trong cach dia 1 cm, chui quay v phia tay phai. + Ly t trn u mui dao. * Ky thut t ban n tra, ti A theo thc n: + ia k t chinh din khach se ngi, cach mep ban 2 cm. + Bat n t trn ia k, trn bat n la khn n gp hoa. + ua t trn gi ua tai im 1/3 chiu dai ua, ua cach ia 2 cm. + Chn nc mm cc nhn t ngang u a, cch a 2cm. + Chn k tha t pha di chn nc mm c nhn, cch chn nc mm c nhn 2cm. + Thia s t trn chen k thia, chui thia, t chch cach mep ban 3 cm hoc chui thia ngang chn ua cach mep ban 2 cm ( nu ban tron). + Dao, dia n trang ming co th t trc hoc sau, nu t trc: dia t cach mep ia 2 cm, chui quay v phia tay trai, dao t phia ngoai, li dao hng vao trong, chui quay bn phai, cach ia 1 cm. + Ly ung bia, ru t theo cach sau: Ly t cach dao n 1 cm, ly no cach ly kia 1 cm, hang ly thng tm nhau cn xng.

SVTH: Trn Th Lnh- Lp Trang

33

* Nu t ly phia trn canh mep ia ( trng hp khng t dao dia trang ming) t chn ly cach ng tip tuyn cua ia 2 cm. Bat nc mm chung, gat tan, lo tm t gia ban thng hang doc. Nguyn tc t bn: - Bng dng c t bn theo chiu t phi qua tri. - a k, a n phi c bng bng tay tri, tay phi cm phc v, ly tng a mt t trn bn, cc loi dng c khc phi c khay b. - Dao, da, tha cm chui, khng cm u. - Ly khng chn cm vo thnh ly st y ly ( Ly Hiball). - Ly c chn dng 3 ngn ci, tr, gia, phi cm chn ly - Cc loi ly, tch c quai cm vo quai tch, tuyt i khng cm vo ming ly, tch khi t bn. - Bnh ng, sa, tch tr, bt n phi c a k. - Gt tn thuc khng t gn dng c ng gia v - Cc dng c n ung c mc, ch, tn nh hng phi t quay v pha khch. 9) Phn cng ph trch dy bn: Trong nh hng cc bn c nh s ngm theo quy c ca qun l v nhn vin. Sau khi xc nh c nhu cu t n ca khch th trng ca s phn cng nhn vin ph trch cc bn ph hp.Bn cnh , trng ca cn phn cng cng vic cho nhn vin trong ca lm vic ca mnh nh: nhn vin n tip, nhn vin phc v, nhn vin bng thc n thun tin trong vic phc v khch cng nh th hin tnh chuyn mn ho trong cng vic nng cao hiu qu lm vic.
10) Kim tra ln cui: Ni dung kim tra tp trung vo vic t dng c ln bn

c g thiu b sung. Ngi phc v kim tra ni mnh phc v, trng ca kim tra tng th cc khu vc ca nh hng. Sau khi kim tra xong th nhn vin theo s phn cng nhim v sn sng phc v khch. Trong giai on tip cn khch: 1. Cho n v xp ch: Trng ca cn phn cng cho mt nhn vin ng ngay ca ra vo cho n khch.Khi khch tin vo khch sn th nhn vin cho n khch s cho khch v sau hi khch c t trc hay cha v a khch vo trong phng n ri ko gh ra mi khch ngi. Nu khch cha t th phi hi khch i gm my ngi? Thch ngi bn trong hay bn ngoi? Dn khch n bn v hi khch c thch bn ny khng sau mi ko gh ra mi khch ngi. Lu l ko gh mi khch n trc sau mi n khch l nam. 2. Tip nhn yu cu v ly order: Khi khch ngi vo bn th trnh thc n cho khch xem, khi trnh thc n th trnh bn tri khch. Trnh thc n xong ri li ra khi bn khch t chn mn, khi nhn thy khch c nhu cu gi mn th tin li gn v nhn order. Khi ly order ca khch th cn phi ghi r ngy, thi gian, s khch, s bn hoc s phng thun tin cho vic thanh ton sau ny. Lu cn ghi nh c im ca tng nhm khch.

SVTH: Trn Th Lnh- Lp Trang

34

T th ly order: ng thng ngi k bn tri khch, khng ci ngi lom khom trc mt khch, ng chch v pha tri ghi chp mn gi, khng c t xung bn vit.Yu cu mn n ca khch phi c ghi r rng khng vit tt, con s d c nu l n v th thm s khng u, vit yu cu gi mn ca khch phi trn vn bn c th (Vit trong captains), vit thnh 3 lin. Cc mn vit theo h thng t mn khai v sau n cc mn chnh v trng ming. Hi thm khch v cc yu cu c bit khi ch bin mn n nh mn tm nng tiu ti c mun n vi cm khng? Kt thc phn nhn order l ngi phc v cn nhc li lnh gi mn n cho khch xc nhn li mt ln na nhng mn m khch gi, ch v s lng yu cu km theo trc khi chuyn giao captains cho b phn bp. Khi ly order, ngi phc v cng cn ch n c im nhn dng ca tng v khch khi phc v nhm khi a n. i vi khch l, cn phi ghi s bn phc v trnh a nhm sang bn khc. 3. Trao i thm vi khch. Ngoi vic ly order, gii thiu cc mn n c nh hng, ngi phc v cng c th trao i thm vi khch v mt s ti xung quanh vic n ung, phc v nn trao i ngn gn, vui v v bit dng ng lc. 4. Chuyn giao captains cho nh bp. Nhn vin phc v khi ghi captains th chuyn lin mu hng cho thu ngn lm c s cho thanh ton tin cho khch. Mt lin mu trng chuyn cho bp bp ch bin mn n theo nhu cu ca khch. Cn lin cn li mu vng th gi li v cui tun chuyn giao cho qun l nh hng kim tra. 5. Nhn mn n trong nh bp. Sau khi b phn bp ch bin mn n xong th nhn n bo hiu cho nhn vin bng b mang thc n ln bn ch nhn vin phc v bn mang ra phc v khch. i vi h thng n bo hiu ca nh hng Silver Sea th cn phi kp thi sa cha m bo cho cht lng phc v khch tt hn. Trnh trng hp thc n ch bin xong nhng nhn vin phc v khng bit nn khch ch lu.

Giai on chnh thc phc v: i tng khch ca nh hng Silver Sea l khch n gm khch u v khch . Tu theo i tng khch m c cch thc phc v khch nhau c th: i vi phc n u:
-

Hng a n: Phc v cc mn n t cho khch t pha tay phi, sau i tip t phi sang tri. Tng t cch a thc ung cng a v pha tay phi khch.

SVTH: Trn Th Lnh- Lp Trang

35

- Phong cch phc v: Dng c n ty thuc vo mn n v thc n m khch yu cu. V tr by bn n ging kiu chn mn, nhn vin phc v phi lun quan tm ch n khch, phc v nhanh, tiu chun, sch. - Trnh t mn n phc v: Cc mn n c phc v theo trnh t u tin l mn khai v n mn chnh v cui cng l mn trng ming
-

Cch rt ru: ng bn phi ca khch, tay phi cm chai ru, ngi hi cui xung rt ru. Rt cho ch tic th ru trc, nu ch tic ng th rt ru cho cc thnh vin cn li ch rt cho ph n trc. Khi rt ru gi khong cch t ming chai n ming ly l 2cm Thu dn dng c bn: Cch thu dn, khi rt a thc n tha hoc a thc n khch dng xong th rt v pha bn tri ca khch. Nu khn bn bn, nhn vin phi lch s xin php khch thay khn bn mi.

i vi phc v : - Hng a n: Tng t nh hng a n i vi phc v n u, phc v cc mn n t cho khch t pha tay phi, sau i tip t phi sang tri. Cch a thc ung cng a v pha tay phi khch. Phong cch phc v: Phc v theo kiu truyn thng, lch s, u tin cho ph n v ngi cao tui.Lu phc v cc mn n cn nng, ng ngi, ng bn trnh nhm ln cho khch. Trnh t phc v: Trong thc n khch gi c bao nhiu mn th mang ra cng mt ln, khng i mn ny ht ri mi mang mn khc ra. Trnh t cc mn n cng theo trnh t gm mn khai v, n mn chnh v sau l mn trng ming.

- Cch rt ru: Ru c rt pha bn phi khch. Ch tic s th ru trc khi rt cho khch - Thu dn dng c bn: Trc khi dn mn trng ming nhn vin phc v phi ch rt ht cc bt a ng thc n cn d dang, dng c n vo bn trong tip tc dn cc mn trng ming. Giai on thanh ton cho khch: Khi khch dng ba xong, cng ha n ngay, ch a ha n sau khi khch ngh thanh ton. Ha n c t trn khay nh hoc kp trong cun s ba dy. Khch tr tin t trn khay cng ha n kp vo s, sau ngi phc v mang n quy thu ngn, nu cn tin tha ln khay mang tr cho khch. Lu khi khch thanh ton bng ngoi t: + Loi ngoi t no c chp nhn thanh ton ti nh hng. + phng tin gi. + Qui i ra t gi hi oi.

SVTH: Trn Th Lnh- Lp Trang

36

Nu khch trong khch sn khng mun thanh ton ngay, khch yu cu thanh ton vo tin bung th nhn vin phc v manh ho n ra cho khch k chuyn cho b phn l tn lm ha n thanh ton cho khch sau ny.

3.2.2 Xy dng mi quan h gia b phn nh hng vi cc b phn khc:

Nh hng Silver Sea trc thuc khch sn Silver Sea, ngoi nhim v l thc hin hot ng sn xut kinh doanh, phc v nhu cu n ung ca khch trong khch sn. Bn cnh , nh hng Chm cn c nhim v l phi hp cc b phn khc trong qu trnh phc v khch m bo hot ng kinh doanh trong khch sn c hiu qu. Nh bit sn phm trong nh hng mang tnh tng hp th hin ch n khng ch l cc mn n p ng nhu cu thit yu ca khch m n bao hm cht lng mn n do bp ch bin, phong cch phc v ca nhn vin nh hng trong bu khng kh vui v, thn thin v m p. Mi quan h gia b phn bn vi b phn bp Trong khch sn, hai b phn ny c mi quan h cht ch vi nhau c bit c hai b phn ny c cng khu vc lm vic. Cc mi quan h c bn gia hai b phn ny nh: + B phn ch bin cn thng xuyn thng bo v kh nng phc v, ch bin ca mnh ( nh v thc phm, v thi gian ch bin, kh nng ch bin) b phn nh hng kp thi cung cp thng tin, nhn yu cu, tip th i vi khch. + B phn nh hng nhn yu cu v chuyn cho bp ch bin mn n phc v khch. + B phn nh hng tip nhn kin ca khch v mn n sau thng bo cho bp ( chia s thng tin v ci tin sn phm) + Mi quan h gia b phn bn v bar: Mi quan h gia hai b phn ny tng t nh quan h gia b phn nh hng v bp, iu khc bit l mi quan h ny lin quan n ung. Hai b phn ny c mi quan h cht ch nh: + B phn bar cn thng xuyn thng bo v kh nng phc v( gi c, chng loi, c tnh ca cc loi ung) b phn nh hng cung cp thng tin, nhn yu cu, tip th i vi khch. + B phn nh hng nhn yu cu ca khch v ung v chuyn cho quy bar chun b, pha ch v phi hp phc v. + B phn nh hng tip nhn cc kin ca khch v ungsau thng bo cho bar chia s thng tin v ci tin sn phm. + B phn nh hng nhn ung t quy bar v phc v khch + Phi hp vi nhau trong vic chm sc khch hng v gii quyt nhng phn nn. Mi quan h gia b phn bn vi b phn l tn: + B phn nh hng thng bo cho b phn l tn v kh nng phc v cng nh nhng chng trnh, s kin, chnh sch u i trong nh hng b phn l tn cung cp thng tin cho khch, nhn t n.

SVTH: Trn Th Lnh- Lp Trang

37

+ B phn l tn thng bo cho b phn nh hng s lng khch b phn nh hng c c s phc v khch( n buffet sng). + Phi hp trong vic thanh ton. + B phn l tn tip nhn cc kin ca khch( khen ch) sau thng bo li cho b phn nh hng kp thi sa cha v ci tin cht lng phc v. Mi quan h gia b phn bn vi b phn bung + Khi khch dng ba ti bung xong, nhn vin bung thng bo cho b phn nh hng n thu dn. + Khi khch c yu cu phc v n ung ti phng nhn vin bung lin h vi b phn nh hng phc v khch. + B phn bung chu trch nhim git l, thay i v kim tra dng bng vi ca nh hng. Tuy nhin, Trong nh hng Silver Sea mi quan h gia b phn nh hng vi cc b phn khc trong khch sn vn cha cht ch v th lm nh hng n cht lng phc v . Gia b phn nh hng v b phn bp, bar, l tn cha c s thng nht trong qu trnh phc v khch. y l hn ch ca nh hng trong vic thit lp mi quan h gia b phn nh hng vi cc b phn khc trong khch sn. Chnh v th cn thit lp mi quan h cht ch gia cc b phn nng cao cht lng phc v v hot ng kinh doanh c hiu qu.

3.2.3 T chc cc chng trnh, s kin nhm thu ht thc khch:

Hin nay, trn a bn thnh ph c rt nhiu nh hng c mc cht lng phc v tt trc thuc cc n v kinh doanh t tiu chun quc t bn, nm sao. Bn cnh cc c s kinh doanh phc v nhu cu n ung c mc cht lng cao v gi c ph hp ngy cng nhiu v th s cnh tranh trong ngnh kinh doanh n ung ngy cng cao.Lm th no thu ht lng khch n nh hng mnh ngy cng tng chnh l iu m cc doanh nghip lun t ra v tm bin php thu ht khch mt cch hiu qu. Bn cnh nhng chnh sch v sn phm m nh hng a ra cng vi nhng bin php nhm nng cao cht lng phc v thu ht lng khch, nh hng cn c bin php t chc cc chng trnh, s kin thu ht khch.V dch v t chc s kin hin nay v ang si ng trong nhng nm gn y. Trong nhng nm ti, t chc s kin s cng c m rng v tr thnh np sng vn ha khng th thiu trong i sng hin i. Kinh t x hi cng pht trin th nhu cu ny ngy cng pht trin rm r. Nhu cu s m ra vi nhiu ha hn v i hi nh hng cn c nhng chnh sch ph hp v hp dn du khch. Trong nhng nm va qua, nh hng cha c s nghin cu v nhu cu ca khch cng nh nhng thay i trong xu hng kinh doanh v th,sn phm ca nh hng ch bao gm phc v cc mn n, ung phc v cho nhu cu n ung hng ngy ca khch ti khch sn. Nh hng cha a ra cc bin php nhm nng cao cht lng dch v cng nh v th cnh tranh trong ngnh l t chc cc s kin nhm thu ht khch. Chnh v th, nh hng cn t chc nhng chng trnh, s kin vo nhng dp l ln nh: Chng trnh tic vo ngy l tnh nhn, ngy quc t ph n, cc l tic ci, sinh nht. i vi tng loi l tic, Nh hng c cc chng trnh thit k ph hp; Ln chng trnh cho cc l tic; Xy dng chng trnh vi cc tit mc vn ngh a dng v phong ph; Mi cc ca s, ngh s ca
SVTH: Trn Th Lnh- Lp Trang 38

cc on biu din ngh thut v biu din; T chc cc tr chi tu theo tnh cht ca bui tic, to khng kh vui nhn, gp phn lm cho bui tic thnh cng. nh v hnh nh ca nh hng trong thi gian n: Hnh nh ca nh hng l nhng cm nhn v nh hng c phn nh nhng iu lin tng trong k c ca khch hng. Khi cht lng sn phm ca nh hng cao l li th cnh tranh ca nh hng i vi cc i th cnh tranh v l mt trong nhng yu t rt quan trng khch hng nh n nh hng khi khch c nhu cu n nh hng. Vi mt v tr thun li v tm nhn p m cc i th cnh tranh khng c, v th nh hng nn tp trung khai thc li th ca mnh nhm nng cao li th cnh tranh. Trong thi gian n, nh hng cn a ra sn phm ring bit to nt khc bit l nh hng chuyn phc v tic tr v c ph vo bui ti.

KT LUN

SVTH: Trn Th Lnh- Lp Trang

39

Trong thi gian thc tp ti khch sn, thy c tnh hnh kinh doanh ca nh hng Silver Sea rt c tim nng nhng cha c khai thc c hiu qu do em tin hnh tm hiu v nghin cu ti Mt s gii php nhm thu ht khch n nh hng Silver Sea khch sn Silver Sea Qua qu trnh tm hiu v thi gian qua c thc tp ti khch sn Silver Sea, em tip thu v hc hi c nhiu kinh nghim. Do thi gian thc tp ngn v lng kin thc ca bn thn cn hn ch nn ti vn cn nhiu thiu st, rt mong nhn c s gp ca thy c gio. Em xin chn thnh cm n s hng dn, gip tn tnh ca c gio L Th Nh Linh cng nh Ban lnh o khch sn Silver Sea to iu kin gip em hon thnh ti ny. Nng, ngy 15 thng 5 nm 2011 Sinh vin thc hin

Trn Th Lnh

TI LIU THAM KHO

SVTH: Trn Th Lnh- Lp Trang

40

[1] GV:L Th Nh Linh. Gio trnh nghip v bn bar. [2] Nguyn Xun Ra. Gio trnh t chc kinh doanh nh hng. [3] Nguyn Xun Ra. Gio trnh qun l v nghip v nh hng- bar.

SVTH: Trn Th Lnh- Lp Trang

41

 KIN CA N V THC TP
........

...
Ngy thngnm 2011 K tn, ng du

SVTH: Trn Th Lnh- Lp Trang

42

 KIN CA GVHD
....
Ngy thngnm 2011 K tn

SVTH: Trn Th Lnh- Lp

Trang

43