Nguyn Hng Nhung (6/7/1990) tt nghip-FOT-HOU 1. M u 1.1.

Mc tiu thc tp tt nghip:

Bo co thc tp thc tp

a. Bo co thc tp tt nghip cui kha

Thc tp tt nghip l mt phn quan trng trong chng trnh hc ti Khoa Du lch, Vin i hc M H Ni. y l mt trong nhng th thch bt buc dnh cho sinh vin nm cui cng ng thi l mt c hi tri nghim thc t, gn kt nhng l thuyt hc c vi mi trng lm vic ti c s thc tp. Mc tiu ca chng trnh thc tp ny nhm to iu kin cho sinh vin chng em t khng nh mnh, p dng nhng kin thc hc mt cch c hiu qu v sng to vo cng vic thc t. 1.2. M t ngn gn lch s hnh thnh v chc nng hot ng ca khch sn Hanoi Happy: Khch sn Hanoi Happy c thnh lp vo thng 9 nm 2010 bi Cng ty Trch nhim hu hn sn xut v thng mi Kim i Vng, a ch ti s 18, ph L S, Hon Kim, H Ni. Cho ti nay, khch sn i vo hot ng c gn 2 nm vi phng chm hot ng Bring happiness to your stay nhm mc ch mang li s hnh phc, d chu cho khch hng khi lu tr ti y. Khch sn t tiu chun 3 sao vi 30 phng khch, c xy dng theo phong cch chu u vi trang thit b hin i, c bit ni tht trong phng khch c trang b hon ton bng g, nhn mnh s sang trng ca khch sn. Khch sn Hanoi Happy c chc nng hot ng chnh l kinh doanh c s lu tr kt hp vi dch v n ung ti khch sn. Khch sn Hanoi Happy gm c 12 tng c phn chia thnh cc khu vc nh sau:

Tng trt: l Nh hng chuyn phc v buffet sng v phc v n

gi mn.

Khch sn Hanoi Happy, s 18 L S, Hon Kim, H Ni 1

Nguyn Hng Nhung (6/7/1990) tt nghip-FOT-HOU

Bo co thc tp thc tp

Tng 1:

l snh L tn, khu dch v vn phng min ph cho

khch. T tng 2 n tng 12 l khu vc lu tr ca khch. Ngoi ra, khch sn Hanoi Happy cn lin kt vi cc n v l hnh, nh cung cp vn chuyn, trung tm Spa nhm mang n cho khch hng nhng dch v tin ch, cc sn phm kt hp hon ho. 1.3. H thng t chc v iu hnh ca khch sn Hanoi
Ch u t (2)

Gim c khch sn (1)

Ph G khch sn (1)

Nh hng (5)

Bung phng (4)

Bell (4)

L tn (5)

Kho-Bp nhn vin (2)

K ton (3)

Sale & Marketin g (3)

K thut (2)

Happy:

Khch sn Hanoi Happy, s 18 L S, Hon Kim, H Ni 2

Nguyn Hng Nhung (6/7/1990) tt nghip-FOT-HOU

Bo co thc tp thc tp

Hnh 1: S c cu t chc khch sn Hanoi Happy Nh s trn th hin, ng u khch sn Hanoi Happy l Ch u t chu trch nhim php l v khch sn ni chung. Gim c khch sn l ngi iu hnh chnh cc hot ng ca khch sn, c trch nhim trc tip bo co tnh hnh hot ng chung ca khch sn cho Ch u t theo tng tun. Ngoi ra, Ch u t cng ng thi cng vi Gim c khch sn qun l hai b phn: K ton v Sale & Marketing. ng u mi b phn l cc trng b phn s chu trch nhim chung v hiu sut lm vic ca b phn mnh trc Ch u t v Gim c khch sn. 1.4. M t v th trng hot ng ca khch sn Hanoi Happy: Th trng hot ng ca khch sn Hanoi Happy c chia thnh mng chnh l: khch cng tc v khch du lch. Khch cng tc ngh ti khch sn chim ti trn 50% tng s khch lu tr. Bi khch sn c v tr thun li nm ti khu ph trung tm, d dng di chuyn ti nhiu a im trong thnh ph. Thm vo , phng khch sn c tin nghi hin i (tivi mn hnh phng, wifi min ph...) v khch hng rt hi lng v s sch s c duy tr tt ti khch sn. C ti 30% khch cng tc quay li vi khch sn, mi ln lu tr ca h t nht l t 1 tun cho ti hng thng tri, cho n khi cng vic ca h xong xui. Khch du lch n vi khch sn ch yu l khch i theo cp, ch c 20% s khch ny i theo on ln (6-10 ngi). Hu kt khch du lch ti y u nhn xt l nhn vin thn thin, nhit tnh; phng c p, sch s; mn n ngon, phc v tt... vy nn h chc chn s quay li. Th trng khch ca khch sn c khai thc ch yu thng qua mng internet, cc cng ty k hp ng vi khch sn v cc cng ty du

Khch sn Hanoi Happy, s 18 L S, Hon Kim, H Ni 3

Nguyn Hng Nhung (6/7/1990) Bo co thc tp thc tp tt nghip-FOT-HOU lch. Hin ti y l nhng knh chnh mang li khch cho khch sn Hanoi Happy. 1.5. B phn c thc tp: Nh hng v Bung phng Trong thi gian thc tp 08 tun t 5/3 n 27/4/2012, c s thc tp ng em thc tp ti 02 b phn l b phn Nh hng v b phn Bung phng. Theo d kin, em s thc tp ti b phn Nh hng trc ri sau ti b phn Bung phng bi trong thi gian xin thc tp, b phn Nh hng ang cn ngi hn. Thi gian thc tp c th ti tng b phn s c Gim c khch sn quyt nh theo tnh hnh thc t ti khch sn. 2. Ni dung thc tp 2.1. B phn nh hng 2.1.1. Tn b phn, thi gian thc tp, ngi hng dn Tn b phn: B phn nh hng. B phn nh hng thuc Khch sn Hanoi Happy phc v ch yu l buffet sng cho khch ngh ti y. Ngoi ra, nh hng cn phc v n chn mn vo ba tra v ti cho c khch ca khch sn cng nh nhng khch hng bn ngoi. Thi gian thc tp ti b phn: t 5/3 n 21/4/2012 (7 tun). Ngi chu trch nhim hng dn trc tip ti b phn :

ng L Tun Anh - Trng b phn Nh hng. S in thoi lin lc : 0929101756

2.1.2. C cu t chc

Khch sn Hanoi Happy, s 18 L S, Hon Kim, H Ni 4

Nguyn Hng Nhung (6/7/1990) tt nghip-FOT-HOU

Bo co thc tp thc tp

Trng b phn Nh hng (1ngi)

Nhn vin bp (2 ngi)

Nhn vin nh hng (2 ngi)

Hnh 2: S c cu t chc b phn Nh hng khch sn Hanoi Happy Nh trn s th hin, b phn Nh hng c tt c 05 ngi, tt c u l nhn vin chnh thc, khng s dng nhn vin bn thi gian. Ti b phn Nh hng bao gm cc v tr ca bp v bar. B phn Bp gm: Bp trng, Bp ph, Ph bp. B phn Bar gm: nhn vin quy bar. Lch lm vic ti y chia thnh 02 ca: ca sng v ca chiu.

Ca sng: bt u t 6h00 n 14h00, gm 03 nhn vin. Nhim

v ch yu l phc v buffet sng cho khch ca khch sn.

Ca chiu: bt u t 14h00 n 22h00, gm 02 nhn vin.

Nhim v ch yu l phc v khch n chn mn v chun b ung, trng ming cho buffet sng ngy hm sau. Nhn vin mi ca c ngh 30 pht cho vic n cm tra/ cm ti ti khch sn. Mi nhn vin c 1 ngy ngh trong tun. Cui mi tun Trng b phn c trch nhim xp lch lm vic tun tip theo, nhn vin ch ng ng k ngy ngh v s c sp xp cho ngh hp l. Nhn vin c th i ca khi c s ng ca trng b phn. Lng ca nhn vin c tnh da vo phn mm Chm cng bng vn tay, lch lm vic v bin bn thay i trong thng ca tng b phn. Cui mi thng, trng b phn tng hp li lch lm vic ca nhn vin trong c thng v np li cng bin bn thay i trong

Khch sn Hanoi Happy, s 18 L S, Hon Kim, H Ni 5

Nguyn Hng Nhung (6/7/1990) Bo co thc tp thc tp tt nghip-FOT-HOU thng cho Gim c khch sn lm thnh bng lng. Sau , Gim c xin ch k ca ch u t a xung b phn k ton pht lng cho nhn vin. Lng c bn ca nhn vin ti Khch sn Hanoi Happy c tr theo tng v tr lm vic ch khng dng cng thc tnh lng. Nhn vin nhn lng lm 2 ln/thng vo ngy 15 v 30 hng thng. Nh ti b phn Nh hng th cc v tr c tr lng nh sau:

Trng b phn: ti a 5 triu ng/thng. Nhn vin bp: ti a 3 triu ng/thng. Nhn vin nh hng: ti a 2.8 triu ng/thng.
2.1.3. Cc hnh thc o to v bi dng nhn vin ti b phn Nh hng Hnh thc o to nhn vin mi ti b phn nh hng theo hnh thc km 1:1. Ngi nhn vin hin ti, c Trng b phn ch nh, s l ngi trc tip km cp, ch bo nhng cng vic cn lm v cch thc lm vic ca b phn cho ngi nhn vin mi. Nhn vin mi s lun phin lm vic c ca sng v ca chiu nhanh chng bao qut cng vic ca c hai ca. Trng b phn s kim tra, nh gi kh nng lm vic ca nhn vin mi sau thi gian 2 thng th vic. Hnh thc bi dng nhn vin ti nh hng di hnh thc hp gp trc tip vi ton b nhn vin b phn vo cui mi thng. Ti cuc hp, Trng b phn s nhn xt v ng gp kin cho tng nhn vin trong cng tc chun b cng nh phc v khch hng. Nhng biu hin tt c tuyn dng trc mi ngi. Nhng im cn hn ch, cn sa i cng c thng thn nu ra v c nhn vin b phn tip thu rt kinh nghim. 2.1.4. Nhim v ca b phn Nh hng trong Khch sn Hanoi Happy

Khch sn Hanoi Happy, s 18 L S, Hon Kim, H Ni 6

Nguyn Hng Nhung (6/7/1990) Bo co thc tp thc tp tt nghip-FOT-HOU B phn Nh hng ca khch sn Hanoi Happy c 2 nhim v chnh m ch u t giao ph. u tin, nhim v quan trng nht ca mt nh hng l phc v n ung cho khch ngh ti khch sn, lm gia tng thm dch v ca khch sn. Nhim v th hai l lm tng doanh thu bng vic bn hng cho nhng khch ngoi.Ch u t mong mun lm hi lng khch hng ngh ti y bng dch v b sung thit yu ny v ng thi gii thiu vi khch bn ngoi v khch sn thng qua Nh hng. Bi v tr ca nh hng l nm tng trt ca khch sn, rt thun tin cho nhng v khch vng lai mun dng li ngh chn, ung nc hay n nh mn g . Bng vic thc n pha ngoi ca, nh hng t gii thiu v mnh v cng d dng cho khch nu mun xem qua thc n. Nhn chung, hai nhim v va nu ca b phn Nh hng ca khch sn Hanoi Happy u l nhim v m bt k nh hng thuc khch sn no u thc hin. So vi l thuyt c hc ti Khoa Du lch th khng c s khc bit ng k. 2.1.5. Cc hnh thc khen thng, khuyn khch, k lut p dng vi nhn vin Cc hnh thc khen thng v khuyn khch: Mi thng Ban Gim c v cc trng b phn s hp bnh bu nhn vin xut sc, nhn vin tin tin ca tng b phn. Tiu ch nh gi nhn vin xut sc: c khch khen nhiu nht, vui v ha ng trong cc mi quan h ti khch sn, hon thnh tt cc cng vic c giao vi hiu qu cao. Mc thng cao nht l phn qu tr gi 300.000vn dnh cho nhn vin xut sc, v phn qu tr gi 200.000vn dnh cho nhn vin tin tin. Kinh ph thng ly t Qu cng on ca khch sn. Trong trng hp, khng c nhn vin no c nh gi l nhn vin xut sc

Khch sn Hanoi Happy, s 18 L S, Hon Kim, H Ni 7

Nguyn Hng Nhung (6/7/1990) Bo co thc tp thc tp tt nghip-FOT-HOU trong thng, Ban lnh o s la chn b phn xut sc nht trong thng v thng chung cho c b phn phn qu tr gi 500.000vn. Ngoi ra, khch sn cn c hnh thc thng nng trong cc trng hp sau: Nht c, tm c vt hoc tin mt ca khch hng tr gi t 1 triu ng tr ln trong khu vc khch sn v tr li cho khch. Pht hin v ngn nga kp thi nhng s c c th gy tn hi ln n hot ng khch sn.(V d: chy n, trm , cc hnh thc gian ln khc). Nhn vin c khch khen, nh gi tt v dch v, phong cch phc v, chuyn mn nghip v. Cc hnh thc k lut: Nu b phn no trong cng ty mc khim khuyt, th vo cuc hp cc trng b phn (giao ban th 2 mi tun) s b nhc nh v cc t trng c trch nhim truyn t li vi nhn vin.

Khi nhn vin mc sai phm ln u, s b nhc nh v ty thuc

vo mc vi phm m b cc hnh thc x pht hnh chnh nh: pht bng tin mt hoc tr 1 ngy cng. Mi trng hp vi phm b khin trch, cnh co hay pht tin, cho thi vic u phi thng qua ban lnh o v gim c k quyt nh. Thi ca nhn vin: i vi cc hnh thc khen thng, khuyn khch: cc nhn vin u cm thy rt phn khi. Nhng khen thng to ng lc cho h lm vic tt hn, tinh thn thi ua cao hn. i vi hnh thc k lut: hu ht nhn vin u khng mun b k lut bi nu b pht s b nh hng ngay ti lng ca h. Chnh

Khch sn Hanoi Happy, s 18 L S, Hon Kim, H Ni 8

Nguyn Hng Nhung (6/7/1990) Bo co thc tp thc tp tt nghip-FOT-HOU v vy tt c nhn vin u c gng lm tt nht c th cng vic ca mnh. V pha khch sn khi xem xt k lut lun tm hiu k nguyn nhn t nhiu pha, khi x pht khin nhn vin tm phc khu phc. V d: b phn Bellman mc li v b x pht hnh chnh. tuy nhin khi c hi th trng b phn v nhn vin u nhn thy r trch nhim v sai phm ca mnh nn h cm thy quyt nh x pht ca Ban gim c l hon ton hp l v b phn u ha c gng khc phc, khng ti phm. nh gi hiu qu: Sau khi tm hiu nhng hnh thc khen thng v k lut ti khch sn H Ni Happy sinh vin thy c nhng n lc ca Ban gim c v cc b phn lin quan mang li hiu qu r rt. Mi nhn vin ti khch sn u c gng lm vic tt vi tinh thn t gic cao v thc lm vic nghim tc t c phn thng ca khch sn. Tuy gi tr phn thng khng nhiu song y l ngun ng vin cho nhn vin khch sn, h thy c quan tm, coi trng t pha lnh o vi nhng n lc v s phn u ca h. 2.1.6. Nhim v c phn cng ti b phn: nhn vin Nh hng Trong thi gian 07 tun thc tp ti b phn, em lm vic ti v tr l nhn vin Bar. Nhim v chnh ca em ti y l phc v buffet v phc v n ung chn mn cho khch. Cc nhim v s c ln lt trnh by bng hai mc nh di y. 2.1.6.1. Phc v n kiu buffet Cng tc chun b cho phc v buffet: Ti khch sn Hanoi Happy, chun b cho buffet bui sng, nhn vin nh hng chun b phn ung v trng ming cho khch.

Khch sn Hanoi Happy, s 18 L S, Hon Kim, H Ni 9

Nguyn Hng Nhung (6/7/1990) tt nghip-FOT-HOU

Bo co thc tp thc tp

ung m nh hng phc v gm c: tr ti lc cc loi, c ph, nc

un si, nc un si ngui, nc hoa qu cc loi, sa ti khng ng.

trng ming bao gm: 6 loi hoa qu khc nhau thay i theo
ngy, chui, sa chua. Nh hng phi hon thnh cng tc chun b trc 6h30 sng. Lc ny, iu ha v nhc c bt sn, bin tn mn n c t y sn sng phc v khch. Trong khi phc v buffet: Sau khi hon thnh cng tc chun b, khch xung dng ba sng th nhn vin thc hin cc bc sau :

Bc 1: Cho hi khch, hi s phng ca khch ( kim sot c lng khch n sng v cha n sng).

Bc 2: Gii thiu cho khch mn n hm c nhng g, c mn

g c bit c chun b. V nhn vin phi cho khch hng bit l h c th order thm cc mn trng v cc loi ph, bn, min nh ghi trn menu t sn trn mi bn n.

Bc 3: Kim tra tnh trng cc mn n, ung cn hay ht mt

cch thng xuyn kp thi bo cho nh bp tip n. Kim tra cc lng gi nhit cn nng hay khng tng, gim nhit cho ph hp.

Bc 4: Dn sch bn n ngay khi khch dng xong, lun sn

sng c bn trng cho khch sau v s lng ch ngi c hn. Sau khi phc v buffet: Ht gi phc v buffet sng vo lc 10h30, nhn vin bp v bar bt u dn buffet i chun b cho phc v n chn mn bui chiu. V din tch ca bp nh nn phi dn ln lt theo tng khu vc n.

Khch sn Hanoi Happy, s 18 L S, Hon Kim, H Ni 10

Nguyn Hng Nhung (6/7/1990) tt nghip-FOT-HOU

Bo co thc tp thc tp

Bc 1 : Dn khu vc ung v trng ming. Ln lt cc loi

bnh thy tinh s c thu vo ra trc, trnh cho bnh b dnh m t thc n.

Bc 2 : dn khu vc n. Cc mn n c dn vo theo trnh

t : kh trc, nc sau.

Bc 3 : dn cc bn n. Thu li cc vt dng trn bn (mui, tiu, tm

v giy n) phi bi trn bn, lau mt knh trn mi bn n.

Bc 4 : V sinh nh hng, qut v lau sn nh nhng vn thc

n khng cn bm trn sn nh, gy mt v sinh. Nhng im tng ng v khc bit so vi l thuyt hc : im tng ng: Hu ht cc bc c bn ca quy trnh phc v buffet nh vic kim tra n, dn bn v.v... u ging vi l thuyt c hc ti trng. im khc bit : n nng cho khch nh cc loi trng trng (omplet, screamble, fried egg, poach egg), bn, ph s do nh bp lm v phc v khi khch yu cu, khng by sn ti quy n. y chnh l im khc bit so vi l thuyt m em c hc ti trng. Bi din tch quy buffet ca nh hng c hn, khng th by ht nhng mn . Vi cch lm ny, nh hng va tit kim c nguyn liu lm mn n, va m bo c cht lng mn n cho khch hng : n lun nng v m bo v sinh. 2.1.6.2. Phc v n kiu chn mn Cng tc chun b : chun b cho vic phc v n kiu chn mn Alacarte, nhn vin ca chiu trc khi by bn n s phi lm v sinh khu vc phc v khch trc ri sau mi by bn n phc v khch. Nhng cng vic c th nh sau:

Khch sn Hanoi Happy, s 18 L S, Hon Kim, H Ni 11

Nguyn Hng Nhung (6/7/1990) tt nghip-FOT-HOU knh.

Bo co thc tp thc tp

Bc 1 : Lau bng cc mt knh c trong nh hng nh gng, ca Bc 2 : By bn n : t khn n, tiu, mui ln bn theo tng ch
ngi cho khch. Trong khi phc v n kiu chn mn : Nh hng phc v n chn mn theo kiu American service, khch hng gi n theo tng mn ring bit (mn khai v, mn chnh, mn trng ming). n ca khch no s c chia ra v by ln a cho khch ngay t di bp. Cc bc phc v khch s nh sau :

Bc 1 : cho khch, hi khch c my ngi, a khch vo ch ngi,

a menu cho khch.

Bc 2: ly order mn n, ung ca khch, nhc li nhng mn

khch gi, a order xung bp.

Bc 3: phc v ung cho khch trong khi khch i mn n. Bc 4: by ln bn nhng dao, da, tha, a cn thit cho nhng
mn n m khch gi.

Bc 5: Tr mn cho khch ln lt theo order, hi xem khch cn cn

dng thm g na hay khng. Dn bn khi khch n xong tng mn.

Bc 6: thanh ton. Nhn vin bar t chun b ha n thanh ton

cho khch v ti y khng c nhn vin cashier ring.

Bc 7: tin khch ra ti ca, cho khch v hn gp li khch trong

mt ngy khng xa. Sau khi phc v n kiu chn mn: Sau khi khch ra v, nhn vin bar lau li bn, gh, sp xp li bn n nh bc 2 ca cng tc chun b nu pha trn. Nhng im tng ng v khc bit so vi l thuyt hc :

Khch sn Hanoi Happy, s 18 L S, Hon Kim, H Ni 12

Nguyn Hng Nhung (6/7/1990) Bo co thc tp thc tp tt nghip-FOT-HOU im tng ng: Nhng cng on chnh ca quy trnh phc v khch theo kiu n chn mn Alacarte c tun th. Nh vic cho khch, a menu, phc v ung, mn n, thanh ton v tin khch u c thc hin y . im khc bit: Tuy thc hin y cc khu trong quy trnh phc v khch nhng chi tit phc v trong tng cng on c nhng im khc bit ng k so vi l thuyt. +Trong cng tc chun b, c th thy s khc bit ln nht gia cng vic thc t y vi l thuyt c hc l vic by bn n. Theo l thuyt, vic by bn n cho khch cn c cc loi a, dao, da, cc loi ly cc theo th t mn n : khai v, mn chnh, trng ming. Nhng ti y, nhng th hu nh c gin lc ti a, v ch c khn n c by trn bn xc nh v tr ngi ca khch. L do chnh cho s khc bit y xut pht t menu ca nh hng. Nh hng phc v c n chu v chu u, m bn n cng nh. V vy, nn khi by bn n, khng th by ht nhng vt dng cn thit. Thm vo , vic by bn cn ph thuc vo vic khch chn mn n theo phong cch no nn nh hng ca khch sn Hanoi Happy ch thm cc vt dng cn thit cho mn n sau khi khch chn mn xong. +Khi khch yu cu thanh ton, ngi nhn vin trc tip phc v bn s chun b ha n v trc tip thanh ton cho khch. T ha n s khng c x ri ra khi quyn m nguyn trong tp ri mang ra cho khch. C 02 trng hp thanh ton ha n: Th nht l thanh ton trc tip. Khch hng trc tip tr tin mt cho ha n nh bnh thng. Th hai l thanh ton gp cng vi tin phng, dnh cho khch ngh ti khch sn. Khch s ch cn phi k vo ha n, chuyn ha

Khch sn Hanoi Happy, s 18 L S, Hon Kim, H Ni 13

Nguyn Hng Nhung (6/7/1990) Bo co thc tp thc tp tt nghip-FOT-HOU n ln cho l tn k nhn v gi li 01 lin trong ha n . Khi khch tr phng s thanh ton lun khon tin ny v chuyn li cho nh hng vo cui thng. 2.2. B phn Bung 2.2.1. Tn b phn, thi gian thc tp, ngi hng dn Tn b phn: B phn Bung phng. Thi gian thc tp ti b phn: t 22/4 n 27/4/2012 (1 tun). Ngi chu trch nhim hng dn trc tip ti b phn :

B : Ha Th Quyn - Trng b phn Bung phng.

S in thoi lin lc : 0972396551 2.2.2. C cu t chc

Trng b phn bung phng (1 ngi) Ph b phn bung phng (1 ngi) Nhn vin bung phng (2 ngi)
Hnh 3: S c cu t chc b phn Bung phng khch sn Hanoi Happy B phn Bung phng ca khch sn Hanoi Happy gm c 04 ngi, nh trnh by trn s . ng u b phn l Trng b phn, c trch nhim qun l cc nhn vin cn li trong b phn ca mnh, chu trch nhim chnh trc ch u t v gim c khch sn.Tt c nhn vin trong b phn Bung u l nhn vin chnh thc, khng s dng nhn vin bn thi gian.

Khch sn Hanoi Happy, s 18 L S, Hon Kim, H Ni 14

Nguyn Hng Nhung (6/7/1990) Bo co thc tp thc tp tt nghip-FOT-HOU Lch lm vic ti y chia thnh 02 ca: ca sng v ca chiu

Ca sng: bt u t 6h00 n 14h00, gm 03 nhn vin. Nhim

v ch yu l dn phng khch, lm sch khu vc chung trong khch sn.

Ca chiu: bt u t 14h00 n 22h00, gm 01 nhn vin.

Nhim v ch yu l lm Turndown service, chun b cho xe y. Cch thc lm bng lng, lnh lng hng thng ca nhn vin b phn Bung phng cng ging nh b phn Nh hng c nu r phn 2.1.2. Hu ht cc b phn ca khch sn u tun th theo hnh thc tnh lng v nhn lng nh trn. 2.2.3. Cc hnh thc o to nhn vin ti b phn Bung phng Hnh thc o to cho nhn vin mi ti b phn Bung phng cng ging nh ti b phn Nh hng l theo hnh thc km 1:1. Ngi nhn vin hin ti s l ngi trc tip km cp, ch bo nhng cng vic cn lm v cch thc lm vic ca b phn cho ngi nhn vin mi. Trng b phn s kim tra, nh gi kh nng lm vic ca nhn vin mi sau thi gian 2 thng th vic. 2.2.4. Nhim v ca b phn Bung phng trong Khch sn Hanoi Happy B phn Bung phng khch sn Hanoi Happy c giao cc nhim v nh sau: Lau dn phng ca khch, khu vc public v lun m bo s an ton vi khch trong qu trnh thc hin cng vic. o to, hun luyn nhn vin mi. Kim sot cc d dng ca b phn trnh gy lng ph cho khch sn.

Khch sn Hanoi Happy, s 18 L S, Hon Kim, H Ni 15

Nguyn Hng Nhung (6/7/1990) Bo co thc tp thc tp tt nghip-FOT-HOU Lm bo co doanh thu (t mini bar, git l), lch lm vic np cho Gim c khch sn. Bn nhim v trn ca b phn c s tng ng vi l thuyt ti trng. Tuy nhin im khc bit so vi l thuyt l khch sn c gin lc mt s cng vic ca b phn do quy m khch sn l nh, nh:

Khi o to nhn vin mi khng hon ton nh theo tiu chun ngh
VTOS m ch yu da trn kinh nghim thc t nhn vin mi thc hnh.

Khng m nhim vic dn dp trong phm vi nh hng. V quy m khch sn nh nn b phn bung khng c houseman,
vic git l th c khch sn thu ngoi. 2.2.5. Cc hnh thc khen thng, khuyn khch, k lut p dng vi nhn vin Cc hnh thc khen thng v k lut p dng ti b phn Bung phng khch sn Hanoi Hapyy cng tng t vi b Phn Nh hng nh trnh by phn 2.1.5 ti trang 5 ca bi Bo co ny. 2.2.6. Nhim v c phn cng ti b phn: nhn vin Bung Khi thc tp ti b phn Bung phng, tuy thi gian thc tp ch c 01 tun nhng em thc hin hu ht cc cng vic ca mt nhn vin Bung ti cc khu vc trong khch sn.Khu vc lm vic ca nhn vin Bung c chia ra thnh 02 khu vc: phng khch v khu vc chung ca khch sn. Trong thi gian 01 tun, em lm ti khu vc phng khch trong vng 4 bui v 2 bui cn li l lm ti khu vc chung. Nhng cng vic c th ti tng khu vc s c trnh by c th trong cc mc nh di y. 2.2.6.1. Khu vc phng khch

Khch sn Hanoi Happy, s 18 L S, Hon Kim, H Ni 16

Nguyn Hng Nhung (6/7/1990) Bo co thc tp thc tp tt nghip-FOT-HOU Vi phng check out, trc khi lm phng, nhn vin bung phi kim tra li tnh trng phng v bo vi l tn khi khch check out. Nhn vin bung s ch yu kim tra mini bar trong phng xem khch c s dng ung g hay khng, kim tra phng , phng v sinh xem c h hng g khng. l nhng thao tc u tin m nhn vin Bung phi thc hin khi dn phng check out. Quy trnh lm phng check out s c thc hin nh sau:

Bc 1: G ca vo phng, bt n ko rm, m ca s. Bc 2: Lm ging: lt chn ga bn, lng chn ga mi, tri trang tr ging.

Bc 3: Lau knh, lau bn, ht bi phng khch. Bc 4: Lm nh v sinh: rt khn bn, lau knh, nh sch bn ra
mt, nh tm, bn cu, lau sn.

Bc 5: thm amenities min ph cho khch, x phng, du gi

u, dao co vo nh v sinh v thm khn .

Bc 6: Mang hoa qu check in vo phng Bc 7: Kim tra ln cui, ng ca, ra khi phng.
Vi phng khch ang , nhn vin i n lc khch ra khi phng th bt u dn phng. Trong trng hp khch ra ngoi th quy trnh lm phng khch cng ging nh quy trnh lm phng check out, cng c 06 bc nh trn. Trong trng hp khch khng ra ngoi, nhn vin g ca xin dn phng da vo tm card khch treo trn ca. Quy trnh lm phng c thc hin nh sau:

Bc 1: G ca vo phng, m ca s. Bc 2: Lm ging. Nu khch ngi trn ging th khng cn lm ging na m thay sau (v 02 ngy khch thay ga ging 1 ln). Nu khch ang ngi gh th tri li ging, khng thay chn ga.

Khch sn Hanoi Happy, s 18 L S, Hon Kim, H Ni 17

Nguyn Hng Nhung (6/7/1990) tt nghip-FOT-HOU

Bo co thc tp thc tp

Bc 3: Lm nh v sinh ging nh bc 4 ca quy trnh pha trn. Bc 4: t thm khn, amenities, mini bar. Bc 5: ng ca s v ra ngoi.
So vi l thuyt quy trnh trn c im tng ng l vn tun th theo quy tc lau t cao xung thp, t trong ra ngoi. Nhng do quy m khch sn nh, khng yu cu qu cao i vi nhn vin nn th t dn phng b o ln, khng theo quy nh nh khi dn phng, vic ht bi l cng vic sau cng phi lm trc khi ra khi phng, nhng y li c thc hin ngay sau khi lm ging xong. 2.2.6.2. Khu vc chung ca khch sn Khu vc chung ca khch sn bao gm hnh lang ca mi tng, snh L tn v snh ngoi khch sn. V c giao lm v sinh hnh lang mi tng nn quy trnh thc hin v sinh khu vc ny ln lt nh sau:

Bc 1: rc. Bc 2: Lau tranh, lau l cy, lau bnh cu ha, lau thng rc. Bc 3: Lau hng lang, lau tay vn cu thang, lau cu thang.
3. li th, thun li, kh khn trong thc tp Trong thi gian thc tp ti Khch sn Hanoi Happy, s 18 L S Hon Kim - H Ni, em c c hi c thc hnh thc t nhng l thuyt nghip v c thy c truyn t ti trng. Khi thc tp ti v tr nhn vin Nh hng v nhn vin Bung phng ti khch sn, em c rt nhiu thun li v cng gp mt s kh khn nht nh. Sau y, em s ln lt a ra nhng li th v kh khn m mnh gp phi khi i thc tp. 3.1. Li th, thun li Giao tip ting anh tt: y l li th m hu ht sinh vin ca Khoa Du lch, Vin i hc M H Ni c c khi i thc tp. Nh

Khch sn Hanoi Happy, s 18 L S, Hon Kim, H Ni 18

Nguyn Hng Nhung (6/7/1990) Bo co thc tp thc tp tt nghip-FOT-HOU c li th ny m cng vic i vi em tr nn d dng hn, thun li hn khi giao tip vi khch hng v ng nghip. c o to k nng bi bn: Khi cn i hc, mn hc thc hnh SHT (Basic skills for hotel training) thc s gip em rt nhiu. Hu ht nhng thao tc c bn hc u c c s p dng nn em hon ton khng gp kh khn g khi thc hin cc thao tc nghip v. K lut lao ng tt: Khng i mun v sm, chp hnh tt quy ch k lut ca khch sn thc tp. iu ny hon ton ging vi vic Khoa Du lch p dng quy ch im danh cho sinh vin. Ch c iu khc bit ln nht l khi cn Khoa th ch b tr im chuyn cn, cn nu i mun khch sn th s b tr lng. c khch sn ht sc to iu kin trong vic thc tp: Ban Gim c ca khch sn Hanoi Happy ht sc to iu kin cho em thc tp ti v tr mong mun. Khng nhng vy, Ch u t v Gim c khch sn cng rt quan tm ti em trong thi gian thc tp, lun n cn hi thm v tnh hnh thc tp ca em. 3.2. Nhng pht sinh, kh khn Lm tng ca trong lc b phn thc tp thiu ngi. Mc d ch l sinh vin thc tp nhng em vn sn sng h tr b phn thc tp khi thiu ngi lm. y cng l mt tri nghim tt cho bn thn em. Nhng v tng ca trong hai ngy lin tip nn sc khe khng c m bo. Thc t khc bit vi l thuyt c hc. V d nh khi by bn n trong Nh hng, theo l thuyt th phi by y dao, da, tha, a, ly, cc v khn n. Nhng thc t nh hng y ch by khn n chia ch cho khch, v nhn vin nh hng s by bn sau khi khch gi xong mn n. Hay nh khi dn phng, vic ht bi l

Khch sn Hanoi Happy, s 18 L S, Hon Kim, H Ni 19

Nguyn Hng Nhung (6/7/1990) Bo co thc tp thc tp tt nghip-FOT-HOU cng vic cui cng nhng thc t vic ny c lm ngay sau khi lm ging xong. 4. Kin ngh v kt lun 4.1. Kin ngh - Vi Khoa Du lch: Em xin cm n Ban Ch nhim Khoa Du lch v dnh hn mt k hc chng em thc tp. y l c hi chng em hiu r v ngh nghip v hiu r v nhng l thuyt m cc thy c truyn t trn lp. Tuy vy, em vn mong s c thm mt k thc tp na vo khong gia nm hc th 3, v lc ny chng em bt u hc nhng mn chuyn ngnh v nn c thc hnh ngay nm bt r hn v mn hc. - Vi c s thc tp: Em rt cm n Ch u t v Gim c khch sn Hanoi Happy v to iu kin ht sc thun li cho em trong thi gian thc tp ti khch sn. Em mong rng, khng ch ring em m nhng th h sinh vin sau ny ca Khoa Du lch - Vin i hc M H Ni cng tip tc c khch sn n nhn v to iu kin thc tp nh em. Em xin chn thnh cm n ! - Vi sinh vin kha sau: Mong cc bn sinh vin kha sau s chp hnh tt k lut ca Khoa ngay khi cn ang i hc v thc t cch p dng cc quy nh v k lut ca Khoa v ca cc khch sn khng h khc nhau. Chc cc bn thnh cng ! 4.2. Kt lun t thc tp Nh vy, thi gian thc tp 08 tun ti khch sn Hanoi Happy, s 18 L S Hon Kim H Ni din ra sun s v kt thc tt p. Khch sn Hanoi Happy l khch sn t tiu chun 3 sao vi 30 phng khch sang trng, hin i lun mang li cho khch hng cm gic thoi mi khi ti khch sn. Ti y, em c thc tp ti b phn Nh hng (06 tun) v b phn Bung phng (1 tun) theo ng nh nguyn vng ngh vi khch sn. V tr m em c phn cng

Khch sn Hanoi Happy, s 18 L S, Hon Kim, H Ni 20

Nguyn Hng Nhung (6/7/1990) Bo co thc tp thc tp tt nghip-FOT-HOU lm vic l nhn vin Nh hng v nhn vin Bung phng. Trong thi gian thc tp ti hai v tr ny, em c o to, lm vic nh mt ngi nhn vin thc th. V bi hc rt ra t k thc tp l: lun thn trng v c trch nhim vi nhng vic mnh lm. Bi ch cn l l, s sut mt cht thi cng c th a n nhng hu qu khng lng trc cho bn thn cng nh doanh nghip. Qua y, em xin chn thnh cm n cc thy c gio tn tm ch dy cho chng em nhng iu ht sc quan trng v b ch. V em xin c cm n Ban gim c Khch sn Hanoi Happy gip em rt nhiu trong t thc tp cui kha ny. Em xin chn thnh cm n! H Ni, ngy 3/5/2012 Xc nhn Ngi hng dn ti c s (K v ghi r h tn) Sinh vin thc tp (K v ghi r h tn)

Nguyn Hng Nhung G. Phm Minh c

Khch sn Hanoi Happy, s 18 L S, Hon Kim, H Ni 21