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Li Cm n

Li u tin chng em xin t lng bit n su sc i vi thy V


Nht Tn, ngi thy dy d, hng dn chng em tn tnh, truyn
t nhng bi hc qu bu cho chng em trong sut nhng tun hc
va qua. Thy gip chng em bit nhiu v b mn Qun tr hnh
chnh vn phng, hiu mt cch khi qut v qun tr hnh chnh vn
phng: qun tr cc cng vic hnh chnh: giao tip, l tn; qun tr cc
cng vic vn phng:cng tc lu tr vn th, son tho vn bn,.
Hn na, thy cho chng em c lm vic cng nhau, to mi
trng hc tp thun li gip chng em nng cao k nng lm vic
nhm, hiu r nhau hn. Xin thy nhn chng em lng bit n chn
thnh v su sc nht.
Qua y chng em xin cm n n gia nh to iu kin cho
chng em hc tp trong mi trng ny, mt mi trng nng ng.
Chng em xin cm n cc bn hc cng lp cng nhau gii p
nhng thc mc, cng nhau tho lun nhng vn cn thc mc
trong sut qu trnh hc, gip cho chng em hiu r hn v mn hc
Qun tr hnh chnh vn phng . Chng em xin chn thnh cm n.
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NHN XT CA THY V TI

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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
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i. Cc dch v b tr khc ............................................................... 19


j. Gii quyt phn nn ca khch .................................................. 20
4. Quy trnh khch ri khch sn(thanh ton v tin khch)check
out ......................................................................................................... 20
a. Cng vic chun b thanh ton v tin khch .......................... 20
a.1. Khng nh li vic khch tr bung .................................... 20
a.2. Thng bo tr bung vi cc b phn khc trong khch sn
........................................................................................................ 21
a.3. Chun b h s thanh ton trc cho khch ........................ 21
a.4. Kim tra s tin t cc ca khch ........................................ 22
b. Trnh t thanh ton cho khch .................................................. 22
c. Sau khi khch tr bung v ri khch sn ............................... 23
Phn 2: M hnh cng tc hnh chnh vn phng v lu tr vn th
ca cng ty xy dng 118 ....................................................................... 24
I. Qun tr cc cng vic hnh chnh ................................................. 24
1. T chc tip i khch. ................................................................. 24
a. T chc tip khch trong cng ty............................................. 24
b. T chc cc bui hn. ................................................................ 24
2. T chc hi ngh. ............................................................................ 25
a. Lp k hoch hi ngh ................................................................ 25
b. Chun b hi ngh........................................................................ 26
c. Tin hnh hi ngh....................................................................... 27
3. T chc cc chuyn i cng tc .................................................. 27
a. T chc cc chuyn i cng tc cho gim c. ........................ 27
b. Lp k hoch cc chuyn i cng tc........................................ 28
c. Chun b c th cc chuyn i cng tc. ................................... 28
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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.
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Trong sut qu trnh lm vic chung c nhiu s tranh lun, nhiu


kin gia cc thnh vin trong nhm nn s c nhng hn ch khch quan,
nhng thiu xt m nhm c th mc phi. Mong thy v cc bn nghin
cu v gp bi tiu lun thm phn hon thin v gp cht kin thc
cho hnh trang tri thc ca cc bn vng bc trong con ng tng lai
sau ny.

Phn 1: M hnh qun l l tn khch sn


Bamboo village Beach Reort & Spa.
I. C cu t chc b phn l tn ca Bamboo Village Beach Resort & Spa
1. S c cu b phn l tn
Mc d Bamboo Village Resort and Spa c cng nhn l khu resort cp 4 sao,
nhng quy m ca khu resort ny vn cn tng i nh so vi cc khu resort cp 4
sao theo ng tiu chun trn c nc. Chnh v vy c cu b phn l tn ca khu
resort cng c quy m nh v gn nh hn so vi cc khu resort cng loi ti Phan
Thit, tuy nhin b phn l tn vn hot ng rt c hiu qu v chuyn nghip.
V c bn th b phn l tn ca Bamboo c th chia lm 3 b phn chnh l: b
phn t bung (Reservation), b phn n tip (Reception) v b phn thu ngn,
kim ton m.
Nhn chung th c cu b phn l tn ca Bamboo c th phc ho chung nht theo
s sau.

Tng gim c
khu resort
(General
Manager)

Trng b phn l
tn
(Head
Receptionist)

B phn t bung
(Reservation)

B phn n tip
(Reception)

B phn thu ngn,


kim ton m
(Head
Receptionist)

2. Chc nng nhim v ca b phn l tn.


a. Trng l tn
Ti Bamboo, trng b phn l tn chnh l ngi chu trch nhim cao nht trc
gim c khu resort v mi hot ng ca b phn l tn. Trng b phn l tn phi
thc hin cc nhim v nh:
Hoch nh k hoch hot ng cho b phn l tn, cng nh iu phi tt c cc
hot ng .
ng thi trng l tn cn phi n c, kim tra, gim st v nh gi kt qu
hot ng ca cc nhn vin trong b phn.
Tham gia tuyn chn nhn s, o to v bi dng nng cao nghip v l tn cho
nhn vin
Tham gia cc hot ng marketing ca khu resort
Chu trch nhim v vic thc hin ng cc quy nh ca khu resort v cc vn bn
php lut hin hnh lin quan n cng vic ca b phn l tn.
Ngoi ra, trng b phn l tn cn phi chu trch nhim thc hin cc nhim v
sau:
Tnh ton, iu tit nhm t c cng sut s dng bung cao nht.
Gii quyt cc phn nn ca khch.
Cho n khch, c bit l cc on khch quan trng.
b. B phn t bung.
V b phn t bung ca Bamboo ch c mt nhn vin, v th lng cng vic v
nhim v m nhn vin phi m nhim l rt nhiu.
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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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Phn bung v p ng cc nhu cu v bung cho khch, xc nh phng thc


thanh ton ca khch
m bo cc phiu trong h s ca khch c in y v chnh xc cc thng
tin, sp xp cc thng tin ca khch, chuyn th t v tin nhn cho khch.
Phi hp v cung cp thng tin cho cc b phn khc ca khch sn v tnh hnh
khch lu tr cng phi hp phc v khch.
Bo qun cha kho, kt ng t trang qu ca khch.
Bit cch x l cc tnh hung khn cp v nm vng cc quy nh ngn chn tai nn
trong khch sn.
d. B phn thu ngn v kim ton m.
Nhim v ca nhn vin thu ngn ch yu tp trung vo giai on thanh ton cho
khch, ngoi ra ti Bamboo cc nhn vin thu ngn cng phi thng xuyn h tr
cho nhn vin n tip. cng vic c th ca nhn vin thu ngn gm:
Cp nht cc chi tiu ca khch vo ti khon.
Thanh ton v thu tin khi khch tr bung.
i tin cho khch hng.
Cn i cc ti khon ca khch khi ht ca.
Chu trch nhim v s tin qu ca b phn thu ngn thc hin cc giao dch
trong ca.
Chun b trc h s thanh ton cho khch.
Lu cc d liu v khch thanh ton vo h s lu.
Bo qun tin mt thu trong ca.
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Lm bo co doanh thu ca tng ca vvv..


II. nh gi quy trnh phc v khch ti b phn l tn khch sn
1. Quy trnh phc v khch trc khi khch n
H s ca khch s c phng Sales gi ra l tn c booking bn photo kp vi
t reservation c ghi li cc chi tit chnh xc cn thit thng tin khch c
reconfirmed. Da vo bookings ny, l tn c c cc thng tin ca khch tin
cho vic n khch. Tt c cc phng t qua phng sales u phi c booking gi
ra l tn. Nu l khch Walkin t phng trc qua l tn th c Reservation Form,
khch Walk in trc tip ly phng ngay th lm lun Reservation form.
S phng ca khch t phng trc c xp sn trc khi khch v do
trng b phn xp trc mt ngy. Ca m c nhim v in trc danh sch khch
n v khch i ca ngy hm sau. Khi khch v cn phi check li qua b phn
Housekeeping chc chn phng c dn sch VC( Vacant Clean )
nh gi quy trnh phc v ti l tn:
Ti resort c s chun b tt v mi mt trc khi khch n,chun b y
thong tin cho khch cng nh thong tin v ngy n check in ca khch .
C s phi hp tt gia cc b phn t b phn t phng n l tn, bung, nh
hng
Ca m lun c s chun b tt nh vic in trc danh sch khch check in check
out ca ngy hm sau ca tip theo c th tip tc tin cng vic m trnh s
thiu st.
2. Quy trnh phc v khi khch ti v lm th tc nhp khch
Khi khch n khch sn, l tn phi lm cc bc nh sau:
+ Cho khch
+ Xc nh loi 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
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hai ting tu theo kh nng hon thnh hoc mc cn thit ca khch.


- Nu l khch t thanh ton, l tn gi li passport ca khch chc chn rng
khch s thanh ton. Kho lo thng bo nu khch cn passport th khch s phi
t cc/hoc thanh ton tin phng theo yu cu ca khch sn.
- Nu l khch Vit Nam ch dng CMT th yu cu khch t cc hoc thanh ton
ht tin phng trc nu c th.
Ch : khi nhn passport hoc giy t tu thn ca khch ta phi nh s phng vo
tin cho vic qun l v return cho khch. Trnh trng hp tr nhm cho khch
khc hoc t hn l qun khng tr cho khch. Passport s c xp theo th t
tin cho vic tm kim.
+Yu cu khch k vo Registration Form xc nhn vic khch c khch
sn( c bit i vi khch do T/A hoc Company thanh ton). Cc thng tin khc ta
s hon thin sau.
nh gi quy trnh n tip khch ti v lm th tc nhp khch tai resort:
Quy trnh ny c thc hin kh chuyn nghip v y ,khng lm mt nhiu
thi gian ca khch v resort c s chun b v mt thi gian khch ti v s
phng khch t nn phng lun c kim tra v sn sang n tip khch.
Lun xem trng s tha mn ca khch hng,tn tnh gip nhng khi khch c
yu cu,hng dn khch n tn phng.
3. Quy trnh phc v khch trong thi gian lu tr ti khch sn
B phn l tn ng vai tr rt quan trng trong mi hot ng ca giai on
phc v khch trong thi gian lu tr ti khch sn.Nhim v chnh ca b phn l
tn trong giai on ny l phi hp vi cc b phn khc cung cp thng tin, cc
dch v, cc trang thit b ph tr p ng mi nhu cu ca khch hng chnh xc,
kp thi nhm ti a ha mc hi lng ca khch.iu ny thit lp c mi

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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.

b. Cung cp thng tin cho khch


V Bamboo Village Resort & Spa l resort gn bin v nm ngay trung tm
resort ca thnh ph Phan Thit nn khi khch lu tr ti y ch cn bc ra khi
khch sn du khch c th d dng tm cho mnh nhng qun n, nh hng c sn,
cc spa,tim git i,D vy du khch vn quan tm n nhng thng tin nh :
a ch cc ngn hng, cc im rt tin ATM gn nht, im i xe but
Nhng a im tham quan, cc im vui chi gii tr trong thnh ph
a ch siu th Coopmart, cc ca hng bn lu nim,cc shop qun o,
ph kin thi trang
Lch trnh cc chuyn bay t Phan Thit i TP H Ch Minh,cc chuyn xe i
Lt,cc chuyn xe but trong thnh ph, gi v, gi i
Thng tin thi tit trong ngy ca khu vc
a ch ca phng khm bc s c phin dch
a im cho thu xe p, xe my, xe jeep, cc dng c cho cc mn th thao
bin nh diu, vn trt, ca n,

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Nhim v ca nhn vin l tn l sn sng cung cp cc thng tin theo yu cu


trn ca khch. b phn tin snh ca khch sn c mt k nh ng cc cun
thng tin ca cc hng l hnh v cc tour m cc hng ny cung cp, ngoi ra l mt
tm bn mi ni ch dn mt s a im tham quan Phan Thit nh i ct trng,
i ct hng, ni T C, trng Dc Thanh,sui khong nng Bnh Chu,...Ti khu
vc tin snh li ra vo dnh cho khch c t mt bng thng bo.Trn bng ny
c cc thng tin nh thi tit trong khu vc vo sng, chiu, ti; thng tin v cc s
kin trong khch sn hay trong thnh ph.Nu khch c yu cu t tour hoc cn
bn thnh ph i tham quan nhn vin l tn s hng dn khch n nhn
thng tin ti k trng by, nu khch mun bit thm thng tin v thi tit, tic ti
nh hng khch sn th hng dn khch n bng thng bo.Tuy nhin vi nhng
thng tin ngn gn l tn c th tr li ngay cho khch hoc gii p cho khch
nhng thc mc c lin quan n thng tin khch cn bit.
c . Dch v in thoi
Khi c cuc gi n nhn vin l tn nh nhn hi ngi gi mun ni chuyn
vi ai,s phng v hi tn ca ngi gi n sau :
Nu khch c mt trong phng:Bo cho khch tn ngi gi n sau
chuyn my ngay cho khch
Nu khch khng c trong phng nhng khu vc cng cng trong
resort:Nhn vin l tn s hi ngi gi c cn tm khch gp khng.Nu c
nhn vin l tn s c ngi i tm khch.
Nu khch ra khi khch sn :Nhn vin l tn bo ngay cho ngi gi n
v hi xem ngi c cn nhn g khng.Nu c th nhn vin l tn ghi li
ni dung tin nhn, tn ngi gi s in thoi ngi gi sau chuyn ngay
cho khch khi khch v resort.

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d.Bo thc khch


Trng hp khch c vic phi dy sm vo sng hm sau nh check out sm
cho kp chuyn bay,i tour sm,khch s ngh b phn l tn bo thc cho
khch.Khi nhn vin l tn s:
Ghi chp chnh xc ngy gi bo thc ca khch vo s giao ca
Thc hin vic bo thc cho khch ng thi gian khch yu cu
e.Nhn gi th t, bu phm, fax cho khch
Do Bamboo l resort ven bin v Phan Thit cch TP H Ch Minh 4 ting i
t, thi tit y rt l tng nn i tng khch ch yu ca resort l khch nc
ngoi i ngh dng.Cc i tng khch ny thng yu cu l tn gi th,photo
card v bu phm cho bn b, gia nh khi h lu tr ti khch sn vo cc dp l nh
Ging Sinh, l Phc Sinh,Khi khch yu cu th nhn vin l tn bo cho khch
khon cc ph, kim tra li a ch khch mun gi i sau lp ha n,yu cu
khch k nhn v gip khch chuyn theo ng a ch.Nu khch nh chuyn v xin
k n nhn vin l tn kim tra li bung khch thng qua cha kha phng, kim tra
li tn khch trong danh sch khch lu tr ng thi lp ha n, yu cu khch k
nhn thanh ton khi check out.Sau gip khch chuyn theo ng a ch khch
a.
f.Chuyn bung
Trong thi gian lu tr ti resort, khch c th yu cu chuyn bung v mt s
l do.Khi nhn c yu cu chuyn bung ca khch, nhn vin l tn tm hiu
nguyn nhn gii quyt.Mt s trng hp khch yu cu i phng:
Nu khch yu cu chuyn bung v vi nc nng b h,my iu ha
hng,th nhn vin l tn xin li khch sau nh nhn thng bo cho khch
bit s c nhn vin bo tr n sa cha cc h hng.

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Nu khch mun chuyn bung v bung ca khch c view khng p, v tr


khin khch khng hi lng, nhn vin l tn kim tra li xem c cn phng
trng khng.
Nu cn phng trng nhn vin l tn bo cho khch bit loi
phng,mc chnh lch gi so vi phng khch ang lu tr v a
khch i xem phng nu khch yu cu.Sau khi xem phng nu khch
ng nhn vin l tn nhn li cha kha phng c, trao cha kha
phng mi cho khch, bo cho nhn vin bell boy gip khch chuyn
hnh l ng thi yu cu b phn bung kim tra phng khch lu
tr.
Nu khng cn phng trng nhn vin lch s xin li khch, thng bo
cho khch bit y l loi phng m khch t t trc v hin khch
sn khng cn phng trng, mong khch thng cm.
g.Tng qu sinh nht khch
Khi lm th tc check in cho khch, nhn vin l tn s bit c ngy sinh
nht ca khch.Nu khch c ngy sinh nht trong thi gian lu tr ti khch sn,
nhn vin l tn thng bo cho b phn nh hng chun b qu sinh nht cho khch l
bnh ga t v hoa khi khch n n sng ti nh hng,nhn vin nh hng s ht chc
mng sinh nht khch.
h. Nhn v chuyn yu cu ca khch cho cc b phn lin quan
Cc yu cu ca khch m nhn vin l tn Bamboo thng gp l:
Khch hi mn cm 3 chu
Khch yu cu dn phng
Khch yu cu mang ba sng n phng cho khch
Khch check out sm ngh t ba sng sm khch mang theo
Khch ngh thay drap tri ging, thay khn tm, thay bng n b hng,

18

Khi nhn c yu cu nhn vin l tn gi in thoi thng bo cho cc b


phn c lin quan kp thi phc v khch
i.Cc dch v b tr khc
T chc tham quan du lch cho khch
Trong thi gian lu tr, cc khch l c th c nhu cu tham quan du
lch.Nhn vin l tn s hng dn khch n k trng by bit thm thng
tin.Ngoi ra nhn vin l tn c nhim v gii thiu cho khch cc tour thch hp,cc
tour ph hp vi thi gian lu tr, s thch, sc khe ca khch v a ra li khuyn
ph hp vi khch v phng tin di chuyn, n ung, mua lu nim,
Thu xe gip khch
Xung quanh Bamboo c nhiu a im cho thu xe my,xe p nn khi khch
c nhu cu nhn vin l tn hng dn khch n cc im trn thu xe.Ngoi ra nu
khch c nhu cu thu xe jeep tham quan i ct trng, i ct hng th nhn vin
l tn c th thu xe gip khch v ti b phn l tn c sn danh sch cc hng xe c
tin cy cao v cht lng xe, cht lng phc v, gi c.
t ch, mua v my bay, tu ha, khng nh li v my bay, i lch trnh
bay cho khch.
Ti b phn l tn c sn danh sch cc hng xe c tin cy cao v cht
lng xe, cht lng phc v, gi c nh taxi Mai Linh, Hnh caf, Xinh caf.Khi
khch c nhu cu t xe,nhn vin l tn yu cu khch cho bit khch mun i u,
thi gian khch mun khi hnh, s lng khch sau in cho hng xe v thng
bo cho khch gi v,thi gian xe n n khch tin sp xp thi gian.
Tm li hnh l ca khch b tht lc sn bay
Trng hp ny t gp do khch khng i thng t sn bay v resort, nu gp
th a phn xy ra vi khch l.Cc khch i theo on c hng dn vin gip

19

khch.Tuy nhin nu khch bo tht lc hnh l ti sn bay,nhn vin ngh khch


cung cp cc thng tin cn thit sau lin lc vi sn bay gii quyt gip khch.
j.Gii quyt phn nn ca khch
Trong thi gian lu tr ti khch sn, mt s khch khng hi lng vi cht
lng phc v hoc thi ca nhn vin khch sn.Tt c nhng iu khng hi
lng ny khch s ku ca phn nn vi nhn vin l tn.Cc trng hp khch phn
nn thng gp ti b phn l tn ca Bamboo:
Nc trong bn chy yu
Khng c vi tm nng lnh
Nhiu mui
Nhn vin bung phng khng dn sch phng
Thi ca nhn vin bo v b bin thiu nhit tnh
H bi ln c nhiu l rng
Phng c wifi chp chn
..
Nhn vin l tn tip nhn cc phn nn ny,xin li khch, tm hiu k s vic
v gii quyt phn nn ca khch.
4. Quy trnh khch ri khch sn(thanh ton v tin khch)check out
a Cng vic chun b thanh ton v tin khch
a.1 Khng nh li vic khch tr bung
Da vo danh sch khch check out hng ngy hoc thng bo trc tip t
pha khch nhn vin l tn s khng nh vic khch sp thanh ton v tr
bung.Vic ny gip b phn l tn nm bt tnh hnh trin khai vic bn bung
hiu qu v c mt s khch ko di thi gian lu tr m khng thng bo vi khch
sn hoc c khch ri khch sn trc thi gian d nh.

20

a.2Thng bo tr bung vi cc b phn khc trong khch sn


B phn l tn phi thng bo kp thi thi gian khch tr bung cho cc b
phn nh nh hng,bp, bung phng, spa cc b phn ny sp xp cng vic.C
th:
Bo cho b phn bp b phn ny kim tra, xc nh lng khch ang lu
tr hng ngy iu chnh s lng thc n khi phc v n sng buffet.
Bo cho b phn nh hng b phn ny tng hp v chuyn ngay cho b
phn l tn cc ha n cha thanh ton ca khch nh t mn,t ung
ti nh hng
Bo cho b phn bung phng nh bung ch ng kim tra mini bar,
dng trong nh bung, b tr dn v sinh bung hoc gi cc phiu git i m
khch cha thanh ton cho l tn.
Bo cho b phn spa Cashier ca b phn ny gi cc ha n lm spa ca
khch (nu c) cho l tn.
a.3 Chun b h s thanh ton trc cho khch
Sau khi thng bo cho cc b phn khc, b phn l tn s tng hp cc phiu,
ha n cha thanh ton chun b h s thanh ton cho khch.H s thanh ton
bao gm:
Phiu ng k khch sn
Th khng nh t bung
Cc ha n dch v cha thanh ton ca khch, cc phiu k n
Lin c s th tn dng
Ha n tng hp
Th cm n ca gim c khu resort

21

a.4 Kim tra s tin t cc ca khch


Nu khch t cc mt s tin khi t bung hoc lm th tc ng k,
nhn vin l tn kim tra k trnh nhm ln, tr i s tin khch t cc, xc
nh i tng chu trch nhim thanh ton, ni dung thanh ton.
b.Trnh t thanh ton cho khch
Cc bc bt buc:
Cho khch
Hi s bung ca khch
Bo cho b phn bung kim tra bung v ung trong mini bar
Kim tra xem khch c mn dng g ca khch sn khng, nu c
ngh khch tr li khch sn
Cng thm vo ha n cc dch v mi nu c
Chuyn th cm n khch ca gim c khch sn
i vi khch l: Cc bc b sung
Lp ha n thanh ton v chuyn ha n cho khch kim tra
Thng bo s tin khch phi tr cui cng
Thc hin thanh ton
ng du thanh ton vo ha n khch tr tin v a cho
khch
Nhn li cha kha bung
Giao phiu thanh ton cho khch v thng bo cho b phn bell boy
gip khch chuyn hnh l ra xe
Gip khch tm phng tin vn chuyn nu khch c nhu cu
Tm bit khch, chc khch ln ng may mn, hn gp li
i vi khch on: Cc bc b sung
Chun b danh sch khch theo on
Hi on khch thanh ton chung hay ring tng c nhn

22

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

23

Phn 2: M hnh cng tc hnh chnh


vn phng v lu tr vn th ca cng
ty xy dng 118
I. Qun tr cc cng vic hnh chnh
1. T chc tip i khch.
a. T chc tip khch trong cng ty.
T chc tip khch vn phng: Vn phng b tr ch cho khch ngi i
trc khi vo lm vic vi cng ty.
Trong phng cn treo ni quy tip khch vi ni dung ngn gn d hiu v phi
thng bo ngay cho th k bit s lng v yu cu ca khch c bit l nhng v
khch quan trng th k chun b kp thi, chu o trong vic tip khch cng
nh nhng cng vic c lin quan.
b. T chc cc bui hn.
- t chng trnh cho cc bui hn
Th k nn thng xuyn r sot li thi gian ca gim c thu xp nhng g
tip khch cho nhng v khch c l do chnh ng, cn nhng trng hp khc th
mi n nhng phng chc nng gii quyt.
- Thu xp cc bui xin hn.
Khch dng nhiu phng tin khc nhau xin hn: in thoi, cng vn ... Th
k ghi chp y a ch, s in thoi, chc v ca ngi xin hn v c th ghi
tn gim c m khch cn gp.
Cc bui xin hn c th ghi ngay vo cun lch trn bn hoc c th
ghi vo s, phiu hn...
24

Th k cn phi ghi vo lch cng tc ca mnh tt c cc bui xin hn, trong


trng hp ban lnh o cn c chong trnh hoach nh sn cho bui tip kin sp
ti th th k phi ghi tht tng tn.
- Nhng cuc hn ca khch phi hu b
V gim c i cng tc cha v kp th th k cn phi bit s dng cc phng
php t chi cc bui hn tht kho lo, t nh, ngn gn nhng khch
hiu v thng cm v sao phi t chi cuc hn.
Ngoi ra th k c th tit kim thi gian trong vic tip khch bng cch gi
khch n cc phng ban hoc c th cung cp cho khch nhng thng tin chi tit
hn y hn nu thy ph hp. Trong trng hp ny th k cn ht sc thn
trng khng nh hng n hiu qu cng vic.
- Cch ng x vi tng loi khch:
Khch n c quan c nhiu loi, v th m th k c nhim v phn bit r
rng tng i tng: khch ni b, khch hng, khch n than phin... cng
vic ny i hi th k phi nh nhng, lch s da trn nhng quy nh ca cng ty.
Tip khch l cng vic thng xuyn ca ngi th k, i hi ngi
th k phi vn dng nhng hiu bit ca mnh mt cch sng to nht. Sau mi
cuc tip xc phi li cho khch nhng tnh cm tt p, cng vic ny i hi
ngi th k phi vn dng kho lo trong kh nng ng s cng nh nhng vn
ling v hiu bit ca mnh mang li cho khch cm gic thoi mi, lng thin
cm em li hiu qu cng vic cao nht.
2. T chc hi ngh.
a. Lp k hoch hi ngh .
cho hi ngh tr thnh mt cng c lnh o c hiu qu th phi lp k hoch
25

hi ngh .Tt c cc hi ngh din ra phi c mc ch r rng, c chun b k


lng v tin hnh c hiu qu .
Trong bn k hoch hi ngh cn c nhng yu t c bn sau :
- Tn hi ngh .
- Thi gian hi ngh .
- Thnh phn hi ngh .
- Ni dung hi ngh .
b. Chun b hi ngh.
- Xc nh c mc ch, tnh cht v ni dung ch tho lun trong hi
- ngh .
- Quy nh thnh phn hi ngh :Th k phi lp danh sch nhng c nhn hoc
c quan mi d hi ngh theo lnh ca lnh o hoc nhng c s cn thit m
ngi th k nm c .
- Xc nh thi gian hi ngh : Trong tng cuc hi ngh trc ht cn phi c
lng thi gian tin hnh, to iu kin cho vic lp chng trnh v duy tr thi
gian hi ngh . Quy nh thi gian hi ngh cn cn c vo tnh cht, phm vi v
thi gian trc khi khai mc to iu kin cho nhng khch xa.
- La chn v trang tr: Ni t chc hi ngh phi c t trc khi gi
- giy mi v cn phi t phng t chc hi ngh bng vn bn . Chun b y
bn gh, chiu sng, c hoa, khu hiu ...tt c phi c b tr khoa hc,
hp l.
- Chun b sn cc phng tin lm vic.
- Chun b cho vic ghi bin bn: Tu theo tnh cht ca tng hi ngh m quyt
nh s dng loi bin bn no, hnh thc ghi bin bn ra sao...

26

c. Tin hnh hi ngh.


- n i biu .
- im danh: C th im danh theo danh sch sn c hoc theo th i biu.
- Tin hnh vic ghi bin bn v phi trnh bin bn ngay sau khi kt thc hi
ngh hoc chm nht l vo ngy hm sau .
- Trin khai cc mnh lnh di hnh thc vn bn hoc thng bo ming cho
nhng cn b nhn vin theo yu cu ca gim c
- Theo ch th ca gim c c th gi th trao i, cng vn hnh chnh hoc
cc giy t thng bo cn thit khc.
- Sp xp cng vn, giy t hi ngh, lp h s hi ngh .
Hi ngh l phng tin gii quyt tt c cc cng vic ca c quan v th m cng
gim bt hp hnh, nng cao cht lng hi ngh l mt yu cu ca ngh thut
qun l. Th k phi c trch nhim gip Gim c hon thnh mt cch xut sc
cng vic ny.
3. T chc cc chuyn i cng tc
a. T chc cc chuyn i cng tc cho gim c.
Chc nng qun l ca nh nc, chc nng qun l sn xut ca cng ty s quy
nh phm vi i cng tc ngoi c quan ca gim c. Cc chuyn i cng tc
nhm thc hin chc nng qun l ni chung hoc gii quyt nhng vn c th
thuc chng trnh k hoch. Cn quan tm n cc vn sau:
- Chc nng nhim v ca cng ty m mnh ang lm vic.
- Mi quan h ca cng ty mnh vi cng ty khc.
- Nhim v c th ca lnh o trong phm vi v trong mi qua h vi cc
cng ty khc .
27

b. Lp k hoch cc chuyn i cng tc.


Cc chuyn i cng tc thng k cn c a vo k hoch nm, phi ph hp
vi k hoch chung trong nm ca cng ty. Khi lp k hoch cc chuyn i cng tc
k cc chuyn i cng tc t xut cng phi lp k hoch th i hi th k phi
lp k hoch khn trng hn. Nhng vn ch yu trong vic lp k hoch cc
chuyn i cng tc.
- Ni dung ca chuyn i.
- Mc tiu ca chuyn i.
- Thi gian cng tc.
- Cn b cng i vi lnh o.
- Phng tin giao thng.
- Giy t cn thit.
- Ti liu tham kho, nghin cu.
- Kinh ph cho chuyn i.
c. Chun b c th cc chuyn i cng tc.
- Lin h ni n cng tc: Cn phi thng bo c th cho cng ty tip nhn v
ngy gi n v danh sch ngi n bng cng vn, in thoi hoc Fax...
- Chun b ni dung cng tc: y l phn c bn nht ca chuyn i cng tc, tu
thuc vo mc ch ca chuyn i m ni dung c phc tp khc nhau.
- Chun b t liu nghin cu, ti liu tham kho: Cng vic ny cn c tin
hnh t khi qut n c th.
- Chun b phng tin giao thng: Da vo a im v thi gian cng tc c th
la chn phng tin giao thng cho ph hp v tit kim
28

-Chun b giy t: Th k chun b cc giy t cn thit cho chuyn i cng tc


nh giy gii thiu, giy i ng, chng minh nhn dn v cc giy t khc c lin
quan.
- Chun b kinh ph v cc phng tin khc: Th k cn thng bo phi hp vi
vn phng hnh chnh chun b chu o cho chuyn i cng tc ca gim c
theo chc nng v nhim v ca tng c nhn tp th.
II.Cng tc lu tr
- Ti liu lu tr c bo qun thng nht v tuyt i an ton b phn lu
tr ca cng ty.
- Ti liu lu tr c nhiu loi: Ti liu giy ti liu phim, nh, bng ghi m...
- Ti liu giao np vo lu tr bao gm: Bn chnh hoc bn c gi tr nh bn
chnh ca cc vn kin qun l nh nc, ti liu ghi m, ghi hnh, a bng..
1. Thu thp b xung ti liu vo lu tr cng ty.
- i vi lu tr cng ty, ngun b xung ch yu l ti liu c hnh thnh
trong qu trnh hot ng ca cng ty v cc n v trc thuc.
- Nhng ti liu khi giao np vo lu tr cn phi c chnh l lp thnh h s
y v np theo ng thi gian quy nh, khng giao np tng b ti liu ln xn.
- Vic giao nhn cn phi km theo mc lc h thng danh sch nhng h s ti
liu em np.
2. Xc nh gi tr ti liu.
- y thc cht l qu trnh nghin cu s dng cc nguyn tc, tiu chun ca
khoa hc lu tr la chn nhng ti liu c gi tr a vo bo qun trong
kho v loi ra nhng ti liu khng cn gi tr tiu hu theo ng quy nh ca
php lut hin hnh.
- Vic xc nh gi tr ti liu cn c tin hnh t b phn vn th cho n lu
tr cng ty. - Ti y h s, ti liu s c nh gi mt cch ton din nhng

29

ti liu trng tha, ht gi tr, ti liu c xc nh khng chnh xc giai


on truc s c tin hnh tiu hu.
3. Bo qun ti liu lu tr
- Bo qun ti liu lu tr l s dng cc bin php cn thit ko di tui th
v m bo an ton cho ti liu,nhm phc v cng tc nghin cu trc mt v
lu di.
- Nu khng c bin php bo qun tt th ti liu c th b mt mt h hng...
- Cui cng l ch s dng ti liu: Khng mang ti liu ra khi kho lu tr,
ch c nghin cu ti liu ti ch, trong trng hp cn sao chp cng chng
cn phi c kin ca ngi c thm quyn.
IV.Cng tc vn th.
Cng tc vn th l mt b phn gn lin vi hot ng ch o, iu hnh
cng vic ca cc c quan t chc. Hiu qu hot ng quan l ca cc co quan cc
t chc mt phn ph thuc vo cng tc vn th lm tt hay khng tt. Cng
chnh v iu m cng tc vn th trong c quan, cc t chc ngy cng c
quan tm nhiu hn. c bit l cng cuc ci cch hnh chnh nh nc, cng tc
vn th l mt trong nhng trng tm tp trung i mi.
1. Qa trnh hnh thnh vn bn.
Vn bn do c quan ban hnh gm:
- Vn bn p dng quy phm php lut.
- Vn bn hnh chnh thng thng.
Vn bn c ban hnh trong cng ty phi theo ng chuyn mn thm
quyn c nh nc quy nh.
- V mt th thc: L hnh thc bt buc vn bn m bo hiu lc
php l ph hp vi thm quyn ban hnh vn bn
- V ni dung: Khi quyt nh ban hnh vn bn cn xc nh r ni dung vn
bn nhm t ti mc ch g, c thit thc vi yu cu cng vic qun l x hi
30

khng?
-

V vn phong: Vn phong ca vn bn phi ph hp vi ni dung ca vn bn

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
31

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.

nh gi qu trnh son tho vn bn:


Nhc im: Hu ht cc vn bn ca Cng ty C phn XD CTGT 118 khi ban
hnh u theo ng trnh t quy nh mc d vn c mt s vn bn ca cng ty
sai th thc v th thc k.
u im: Nhng cn b trong phng hnh chnh nhanh chng khc phc nhng
thiu st khng gy nh hng n cht lng v tin ban hnh vn bn
trong cng ty.
32

S qu trnh vit v sa ti liu.

Ni dung

Yu cu vit sa ti
liu

Chnh nh ngi
vit sa ti liu

Vit sa ti liu

Ly kin gp

Hon thin ti liu

Kim tra

Duyt

Lu tr phn phi

3. T chc qun l v gii quyt vn bn i.


Tt c cc loi vn bn do c quan lm ra qun l, u hnh cng vic theo
ng chc nng, nhim v v quyn hn ca cng ty mnh c gi n cc i
tng c lin quan gi l vn bn i.
Vn bn trc khi nhn bn gi cc n v c lin quan phi c ng k vo
33

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

thng cng dung cng vn


30/01/04 Q nhn chnh thc
vn
03/02/04 ng
iu chnh h s lng
04/02/04 Quy
nhng
chc
Ng Duy

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.

Ngy pht hnh

- Phn loi :
- Nhm chnh:

Q nhn chnh thc.


35

08/02/04

- Nhm chi tit: Q nhn chnh thc.


- Ngi k : ng Phm Vn Bnh .

S bn pht hnh: 07

- Tm tt ni dung : < ging trch yu ni dung>


- Q nhn chnh thc: ng Phm Cng Thng. K s ng b
- Ni nhn : i thi cng s 5
- Lu tr : Vn phng
- Thi hn lu: Vnh vin.

Lu di: < 10nm > . Tm thi <03nm>.

- Trnh lnh o : - Ngy trnh gim c.


- Ngy nhn li .
- n v son tho v pht hnh:

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.

4. T chc qun l v gii quyt vn bn n.


T chc v gii quyt cng vn n.
Tt c cc vn bn t c quan khc gi n bng con ng trc tip hoc bu
36

in, nhng ti liu quan trng do c nhn mang t hi ngh v... u c


gi l vn bn n. V vy m ni dung, th loi v tc gi ca vn bn n rt a
dng, phc tp. Cn b vn th sau khi nhn cc vn bn kim tra, phn loi s
b, sau ng du n ghi s ngy n, lm th tc ng k vo s qun l
vn bn n, ghi phiu chuyn v phn loi x l vn bn theo mt s trng hp
sau:
- Loi vn bn cn c x l gp.
- Loi vn bn x l bnh thng.
Cc vn bn khi gi n cng ty m khng ng th thc hnh chnh nh: Cng
vn khng c ngy, thng, nm thiu trch yu ni dung vn bn, khng c ch k
hoc khng ng thm quyn, bn ph t m, vn bn gi sai a ch, nhu nt
... th cng ty s gi tr li ni ban hnh thc hin theo ng quy nh nh
nc hin hnh.
Vn bn c chuyn n cng ty ngy no th s c chuyn ngay cho b
phn lin quan kp thi gii quyt. V s lng cc phng ban trong c quan
khng nhiu cho nn tt c cc vn bn u c chuyn n cc phng ban
theo chc nng c th.....
Vn bn chuyn n cng ty c nhiu lai ngoi nhng vn bn hnh chnh
thng thng th nhng cng vn, giy t c ng du ho tc,
thng khn cn oc gi ngay i v phn phi ngay lc nhn c. Nhng
cng vn ng du mt , ti mt th cn b vn th ch c php bc b
ngoi hoc vo s theo k hiu v ni dung bn ngoi b. Sau cn b vn th
chuyn vn bn n cho ng ngi nhn theo a ch ghi ngoi b, khng c bc
xem hoc chuyn cho ngi khc khng phi l ngi nhn.
Cc vn bn chuyn i phi m bo nguyn tc kp thi tnh chnh xc v
thng nht. Khi vn bn n cng ty s c x l, v gii quyt ngay trnh
trng hp b ln, vn bn khng b chuyn i chuyn li lng vng, gy nn s
37

chm tr, tn km thi gian v cng sc.


Theo di vic gii quyt vn bn n l mt cng vic rt quan trng trong
cng ty trong vic thc hin chc nng iu hnh qun l. Nh chng ta bit,
vic ban hnh mt vn bn chnh xc c ngha quan trng i vi mi cng ty,
nhng vn x l gii quyt vn bn trong thc t nh th no mi l yu t
quyt nh. V vy m mi vn bn n ngoi vic ng k, chuyn giao kp thi
chnh xc n cc i tng lin quan th vic theo di qu trnh x l, gii
quyt cht ch mang li hiu qa thc s trong cng tc qun l ca mi cng
ty.
Mt s loi s sch m cn b vn th lp qun l cc cng vn n
trong cng ty.
-

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

Cng ty c 12/TCKT 01/02/04


kh t
1/5

cng thi cng


V/v:
Tng
gi thu
s
cng
4501-N2
cng tc thanh
V/v: Thng bo
tra kim tra
thanh ton
trong ngnh
GTVT

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

Mu du n ca c quan c s khc bit so vi mu du n c hc ti


trng . V kch c th khng thay i 30mm x 50mm nhng v ni dung ca mu
du nhc trong trng khc vi ni dung mu du n ti cng ty.
nh gi T chc qun l v gii quyt vn bn n.
u im: Vic t chc nh vy s c rt nhiu thun li, l vn bn c
chuyn ngay n cc phng ban, khng c hin tng tht lc hoc mt vn bn, s
lng ngi ra vo phng hnh chnh khng nhiu nn khng gy nh hng ti
khng kh lm vic trong phng
Nhc im: Bn cnh , cng cn mt s tn ti trong vic ny v cn b vn th
39

Ghi

phi chuyn vn bn n tng phng ban c th nn tn nhiu thi gian


Du c hc ti trng:

Tn c quan

Tn c quan
S.......
N

Ngy...../.../...

Chuyn ........
Lu h s: S....

Du thc t ti cng ty:


Cng vn n
S.
Ngy//2004

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
40

vic t chc lp h s v np lu h s vo cng ty. Th k phi gip lnh o n


c, kim tra lp v np h s vo lu tr cng ty. Ngi th k phi lun lu
n nhng n v quan trng v nhng ngi gi nhim v ch cht cc phng
ban ...Nu trong cng ty kt hp c c ba cng tc Th k, Vn th, Lu tr mt
cch khoa hc th tt c cc vn bn trong cng ty c gii quyt nhanh chng,
chnh xc mang li hiu qu cng vic cao.
6. Tnh hnh qun l v s dng con du trong cng ty.
Vic qun l con du trong c quan phi ng theo quy nh trong. Ngh nh
s 62/CP ngy 29/9/1993 ca Chnh ph v Thng t s 32/TT LB ca B ni v
v Ban T chc cn b Chnh ph ban hnh ngy 30/12/1993 hng dn thi hnh
Ngh nh 62/CP. Con du ch c ng ln cc vn bn giy t sau khi c
ch k ca ngi c thm quyn, ng theo ng th thc c quy nh.
Nghim cm vic ng du khng, khng c php tu tin mang du theo
ngi. Trc khi ng du cn b vn th phi kim tra li ln cui ch k ca
ngi k vn bn. Cn phn bit du ca cng ty v du vn phng, tt c cc
con du ca Cng ty C phn XD - CTGT 118 c giao cho Vn phng hnh
chnh gi, cn b v nhn vin trong phng phi bo qun v chu trch nhim v
vic gi v ng du.
Cn b vn th trong cng ty thc hin tt v ng quy nh v vic bo qun v
s dng con du : Du c ng ln vn bn theo ng thm quyn, chc danh,
thng xuyn v sinh con du, c gi con du v c t trong t c kho
chc chn m bo an ton cao.
VD: Du gim c: Phan Ch Vnh

41

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