17611 LV ThS DHKTVD TRUONG DAI HOC KINH TE QUOC DAN —0O0— OAI HOC KINH TE QUOC DAN TT THONG TINTHGVIEN VU NGUYEN HOAI PHUONG r x A PHAT TRIEN SU NGHIEP TAI CONG TY • • • TRACH NHIEM HUU HAN THUONG MAI[.]
17611 LV.ThS DHKTVD TRUONG DAI HOC KINH TE QUOC DAN —0O0— OAI HOC KINH TE QUOC DAN TT THONG TINTHGVIEN VU NGUYEN HOAI PHUONG r _ x _ _ A PHAT TRIEN SU NGHIEP TAI CONG TY • • • TRACH NHIEM HUU HAN THUONG MAI CAU GO • • • Chuyen nganh: QUAN TRI NHAN LU *C Ma nganh: 8340404 ~ W « JW LUAN VAN THAC SI QUAN TRI NHAN LLC Ngwiri hwd’ng dan khoa hoc: PGS TS PHAM THI BICH NGOC DAI HOC KINH TE QUOC DAN II I HQNG TIN THU VIEN [PHONG LUAN AN - T U LIEU Ha Noi, Nam 2020 LCH CAM DOAN Toi da doc va hieu ve cac hanh vi vi pham sir trung thuc hoc thuat Toi r y a cam ket bang danh du ca nhan rang nghien cuu toi tu thuc hien va khong vi pham yeu cau ve sir trung thuc hoc thuat, dudi su hudng dan cua PGS TS Pham Thi Bich Ngoc Cac so lieu, ket qua neu luan van la trung thuc va co nguon goc ro rang, Toi xin chiu trach nhiem ve de tai nghien cuu cua minh TAC GIA LUAN VAN VU NGUYEN HO Al PHtTONG LOT CAM ON Sau thbi gian hoc tap, nghien cuu De hoan luan van toi xin bay to su kinh va long biet on sau sac tdi: - Giang vien true tiep hudng din: PGS TS Pham Thi Bich Ngoc, Khoa Quan tri nhan luc, Truong Dai hoc Kinh te Quoc dan - Cac giang vien bo mon khoa Quan tri nhan luc, thay chu nhiem cung toan the cac thay, cd giao vien dao tao sau dai hoc trudng Dai hoc Kinh td Qudc dan da tan tinh chi bao, tao moi dieu kien huong dan va giup toi suot qua trinh toi thuc hien de tai nghien cuu khoa hoc - Lanh dao va can bo, nhan viec tai Cong ty TNHH TM Clu Go da luon quan tarn, ung ho va tao dieu kien cho toi qua trinh nghien cuu tai Cong ty - Ben canh su ung ho cua gia dinh, ban be va nguoi than de toi cd the tap trung nghien cuu va hoan de tai Tuy cd nhieu cd gang, song dieu kien ve nang luc cua ban than han che x ■» r nen de tai nghien cuu khong the tranh khoi nhung thieu sot Kinh mong Quy thay cd, nhung nguoi quan tarn den de tai, dong nghiep, gia dinh va ban be tidp tuc co nhung y kien dong gop, giup de de tai duqc hoan thien hon Tdi xin chan cam on! BO GIAO DUC VA DAO TAO TRU'O’NG DAI HOC KINH TE QU6c DAN YEU CAU CUA HOI DONG DANH GIA LUAN VAN THAC SI Ve: Nhung diem can sua chira bo sung truoc nop luan van chi'nh thuc cho Vien Dao tao Sau dai hoc Cam ket cua Hoc vien Chfi tjch Hoi ddng PGS.TS Vu Hoang Ngan Vu Nguyen Hoai Phuong vien cd trach nhiein chinh sica theoyeu cau cua Hpi dong chamluan van Trong trucmg hpp khong chinh sica, hpc vien sS khong dupe cong nhan k&t qua bao ve Hqc vien phai dong ban yeu cau chinh sica cimg 02 ban nhan xetphan bien vao trucrc Myc lyc cua Quyen luan van chinh thicc npp cho Vien DTSDH '-26 BV14 BQ G1AO DQC VA DAO TAO TRUONG DAI HOC KINH TE QUOC DAN CONG HOA XA HOI CHU NGHIA VIET NAM Doc lap - Ty - Hanh phuc Ha Noi, J thang AL nam 2020 BAO CAO CHtNH SU A, HOAN THIEN LUAN VAN THEO YEU CAU CUA HOI DONG DANH GIA LUAN VAN TOT NGHIEP Ho va ten: Vu Nguyen Hoai Phuong Ma HV: CH270606 Nguoi huong dan: PGS.TS Pham Thi Bi'ch Ngoc Chuyen nganh: Quan tri nhan luc I > •> _ > Ten de tai luan van: Phat trien su nghiep tai Cong ty Trach nhiem huu han Thuong mai Cau Go Can cu quyet nghi tai buoi hop «?P./ r nghiep cung nhu de xuat cu the cac giai phap xay dung lo trinh phat trien su nghiep cho nguoi lao dong Tac gia cung khang dinh lo trinh phat trien su nghiep giup tao dong luc cho nhan vien gan bo va phat trien cung doanh nghiep.” Phat trien su nghiep lam tien de hoach dinh r > nguon nhan luc, xay dung ke hoach dao tao va chuong trinh dao tao cho Cong ty nhung nam toi Tac gia nhan thay tam quan trong, cung nhu nhung bat cap tai don vi va den thoi diem ■ hien tai chua co nghien cuu nao duoc thuc hien tai Cong ty TNHH Thuong mai cau Go Vi vay, luan van tac gia se tap trung nghien cuu thuc trang va de xuat cac giai phap de hoan thien phat trien su nghiep cho nguoi lao dong tai Cong ty- - Pham vi nghien cuu: + Khong gian: Khoi van hanh (Bao gom ba bo phan ban, bar, bep cua bon nha hang thuoc Cong ty TNHH TM cau Go Day la khoi tap trung dong nhat nguoi lao dong cua cong ty Trong khoi van Muc tieu nghien hanh co nhieu vi tri cong viec, the hien ro nhat ve cuu ve ly luan, chinh ly pham phat trien su nghiep tai Cong ty hien Khoi vi nghien cuu ve chung so luong nguoi lao dong mong va co it vi thoi gian tri cong viec) t r +Thoi gian: Luan van tap trung nghien cuu so lieu giai doan 2017-2019 va dua nhung de xuat, giai phap phat trien cho giai doan 2020-2025 j Dong Trang Gan vdi thuc trang cua Cong ty, nhung nghien cuu de phan tich thuc trang se di theo ly thuyet phat trien theo qua trinh Moi NLD lam viec se co nhung muc tieu ca nhan cu the Ho lam viec theo tung budc va de dat duoc muc tieu la ca mot qua trinh tich luy va phan Ly thuyet dua theo ly thuyet phat trien sir nghiep nao dau Ban dau ho tu y thuc duoc ban than minh dang d dau, ban than minh dang lam gi va Dong Trang 19 dudng di tiep theo cua ho se nhu the nao, de phat trien len mot vi tri khac ho can phai co i them nhung kien thuc hay ky nang gi? Khi ho da dat muc tieu va hanh dong cu the cho muc tieu do, thi ho ky vong nhung nd luc cua ban than se duoc danh gia, se cho ket qua va cudi cung muc tieu ca nhan duoc hoan 2.3.2 Han che va nguyen nhan - Viec truyen thong lo trinh phat trien chua duoc day manh Nguyen nhan thu nhat doi ngu quan ly chua chu va quan tarn den nhan vien cua minh, chua cd dinh hudng rd rang cho nhan vien Xuat phat tir nhung danh gia theo cam tinh nen quan ly chi chu den nhung vien noi troi va tu toa sang vdi nhung ky nang cua Lam ro nguyen nhan nhan xet chung minh Sau do, can nhac ho len cac cap bac cao hem Con nhung nhan vien khac, ho khong chu dong vdi su phat trien cua ban than thi ho cung se chi d vi tri ma khong cd bat cu su giup dd nao - Cac ky danh gia khong dien thudng xuyen, va khong theo dung quy trinh da dat Cd rat nhieu nhan vien lai khong duoc danh gia theo quy dinh Cd the de dang nhin thay rang theo dinh bien, so luong cac vi tri cap quan ly rat it Dong 20 Trang 55 - r - so vdi so lugng cap nhan vien Khi danh gia nhan vien, nhung lai khong the tang cap, khong tang quyen lgi thi viec danh gia lai trd so khong Nhu vay, viec danh gia co y nghia, co la dong luc de nhan vien phan dau, de r gan bo vdi cong ty Nguyen nhan cua viec la thieu nhan sir bo phan dao tao va chat lugng chuyen vien dao tao cua Cong ty yeu a r Vi vay, neu md qua nhieu ldp vira ton chi phi, vira khong dam bao chat lugng ma gay qua tai cho bo phan dao tao - Thai gian danh gia ban dau la 06 thang khong phu hgp vdi tinh chat cua cong viec va chua dap ung dugc mong muon cua nhan vien Cong viec nha hang la mot cong viec co tinh chat ' -• thdi vu, ban thdi gian, va chu yeu nhan vien nha hang deu la nhung ngudi tre, nhung ngudi dang chua co dinh hudng cong viec, su nghiep sau cua minh Viec ban dau ho tim den cong viec chi co the la tim mot cong viec kiem dugc tien de trang trai cho cuoc song, hay don gian la mot cong viec lam them, trai nghiem cuoc song cua cac ban hoc sinh - sinh vien Muc dich hudng den quyen lgi dong vai tro quyet dinh cao nhat su lua chon cua nhan vien Vi the, co su phat trien ro rang, quyen lgi dugc tang han se la dong luc de cho nhan vien muon gan bo lau dai vdi cong ty, phu hgp vdi mong muon ma hg ky vgng Thay vi, lam viec mot nam khong nhan dugc su ghi nhan thi hg co the de dang tir bo de tim co hoi phu hgp han Nguyen nhan cua han che xuat phat tir -7 su chu quan cua ban quan ly va su thieu ke hoach cua bo phan dao tao Hai bo phan chua co su gan ket cong viec de xay dung ke hoach phat trien cua tung vi tri Loi Ion nhat tap trung vao bo phan quan ly Ho phai la nguoi dua yeu cau cho bo phan dao tao ve hoat dong dao tao cho nhan vien can gi va phai dat dupe gi Tu do, phong dao tao se len ke hoach, giao an va thong nhat thbi gian cho cac lop dao tao voi quan ly i - Bang danh gia nhan vien cac tieu chi van chung chung, chu yeu dua tren danh gia chu quan cua truong bo phan va nhan vien Cac tieu * chi danh gia khong co dinh lupng cu the, neu chi la danh gia theo cam nhan chu quan thi khong co tinh cong bang, minh bach, khdng du co so thuyet phuc dupe nhan vien Nguyen nhan co che danh gia cua Cau Go chua ro rang la nang luc cua bo phan nhan su cung chua du de co the xay dung chinh sach danh gia hoan chinh va day du Cong ty co du tiem nang de thue tu van ben ngohi, nhien, co co che roi thi voi bo phan nhan su hien tai co du sue de van hanh hay khong? Day la mot cau hoi kho va cung la bai toan cho Ban lanh dao cong ty - Cac cap cua nhan vien khong dupe chia nhd, dan den tinh trang neu khong dupe danh gia len cap cao hon nhan vien lam lau nam va nhan vien moi vao deu co vi tri va huong quyen loi nhu Tu dan den su thiet thbi cho nhan vien cu mac du da co thbi gian cong hien tai cong ty mot khoang thbi gian Lau dai nhan vien gan bo se cam thay chan nan va mat dong luc de Lo trinh su nghiep duoc truyen thong ro rang den r tung nhan vien bat dau a gia nhap cong ty Lo trinh su nghiep duoc » nhac lai qua trinh lam viec tai Cong ty Lo trinh su nghiep duoc thay ddi kip thoi qua trinh lam viec Hoat dong dao tao tai cdng ty dien thuong xuyen Noi dung chuong trinh dao tao dap ung yeu cau ve thoi gian, cung cap du ky nang theo lo trinh phat trien cua nhan vien So luong cac chuong trinh dao tao cua to chuc dap ung yeu cau cho lo trinh phat trien Cdng ty co ke hoach dao tao cu the cho tung vi tri 10 Hoat dong dao tao tai cdng ty dien thuong xuyen * Cong ty co he thong danh 11 gia nhan vien ro rang Cac tieu chi bang 12 danh gia nhan vien la phu hop Danh gia nhan vien tai * 13 cong ty dugc dien khach ! quan Ket qua danh gia nhan vien dugc su dung de 14 quyet dinh cho su phat trien cua nhan vien Ket qua danh gia nhan vien dugc su dung de tu 15 van su phat trien cua nhan vien PHU LUC BAN DANH GIA NHAN *SU• CONG TY TNHH THUONG MAI • ‘CAU GO PERSONNEL REVIEW FORM HR 05 BAN ©ANH GIA NHAN SU * Department/ Bo phan' Probation Review Danh Date/ Ngay, thang, nam: Salary Review □ Danh gid thdi gia dieu chinh lucrng Performance Review □ Positional promotion □ Danh gid nhan su Other □ Cdc ly khac Danh gid de bat gian thu viec Reviewed by/ Ngiroi danh gia: Title/ Chirc danh: Reviewee/ Ngiroi duoc danh gia: Date join/ Ngay vao * NOTE: Title/ chirc danh: RATING Xep loai CRITERIA Unacc Avera Cac tieu chi eptabl (3-4) ge (5- (7) e (1-2) 6) Qua Kem TB (5- Tdt (3-4) 6) (7) kem (1-2) Ky nang, kien thuc Nhan vien chuyen mon/ Job skills tu danh gia/ and knowledge Self evaluate Hieu ro trinh tu cho mdi cong viec /Know how to complete the job well Chat luong cdng viec/ Quan ly/ Supervisor Nhan vien Quality of work tu danh gia/ Lam moi cdng viec chinh Self evaluate Very Excell good ent (8-9) (10) Good Poor * Rat Xudt tot sic (8-9) (10) Comment Nhan • xet xac tir dau, ro rang, •» thong minh, ranh mach./ Doing work right from the beginning and neatless Quan ly/ • Supervisor and smart Khoi luong cong viec/ Nhan vien Quantity of work tu danh gia/ Hoan thien nhung cong Self evaluate viec dugc giao dung thoi han./ Complete job on timeline Tuan thu/ Compliance Quan ly/ Supervisor Nhan vien Tuan thu cac noi qui, qui tg danh gia/ dinh cua cong ty/ comply Self evaluate with the company policy, Quan ly/ regulation Supervisor A Giao Nhan vien tiep/Communication tu danh gia/ Truyen dat dung, du, ro Self evaluate •» rang, tao khong tich cue, su dung ngon ttr lich thiep mdi trudng lam viec tai cdng ty./ Deliver clear and right Quan ly/ Supervisor message Using right language with positive attitude at work place Thai do/ Attitude Nhan vien Khiem ton, that tha, than tu danh gia/ thien, nghiem tuc./ Stay Self evaluate humble, honest, friendly Quan ly/ and professional A Supervisor • Tinh than tap the/ Nhan vien Teamwork tu danh gia/ Chu dong ho tro cong su, Self evaluate co the lam nhung viec khong thuoc trach nhiem vi muc tieu chung cua doi ngu hay cua cong ty./ Actively support colleagues, willing to Quan ly/ Supervisor unrelated jobs in order to complete the team's / company's target/ objective Sir chu dong Khong can su nhac nha, Nhan vien tu danh gia/ chi dan, yeu cau nhan vien Self evaluate tu hoan trach nhiem,cong viec dudi bat Quan ly/ Supervisor •» ky hoan canh nao/ without being reminded, instructed, requested, staff • proactively fullfil their duties under any circumstances Su thich nghi/ Nhan vien Adaptability tu danh gia/ Thich nghi tot vdi nhung Self evaluate su thay doi ve chu truong, quan tri cua cong ty/ well Quan ly/ adapted with changes of Supervisor the company's strategies and execution 10 Ky nang giai quyet van de/ Problem Solving Hieu chu truong cua cong ty, co kha nang dua Nhan vien tu danh gia/ Self evaluate Quan ly/ - phuong an xu ly phu hop./ Supervisor Understanding the company's strategy, be able to deliver suitable solutions accordingly Tong diem/ total points: /100 Xep loai/ Rating: - REVIEWER’S COMMENTS & RECOMMENDATIONS/ NHANXET & KIENNGHI CUA NGLOI DANH GIA •» (Strengths or weaknesses of the employee / Suggestion for training and development plan to improve weakness and optimise strengths Cac mat manh hoac yeu diem cua nhan vien/ De xuai ve dao tao va ke hoach hanh dong nham khac phuc nhung yeu diem va nang cao cac mat manh Signatures: Reviewee/ Nguoi Reviewer/ Nguoi danh gia duoc danh gia Admin & HR Manager Director Trudng phong Hanh chinh - Giam doc Nhan su Ten/ Name: Ten/ Name: Ten/ Name: Ten/ Name: Ngay/ Date: Ngay/ Date: Ngay/ Date: Ngay/ Date: PHU LUC 3: Bo md ta cdng viec hien hanh cho lo trinh cua nhan vien ban - Khoi van hanh Nhan vien phuc vu CHUC NANG Chiu trach nhiem nhan order, phuc vu thuc an va udng cho khach nha hang NHIEM VU « - - Order phuc vu khach theo tieu chuan tung md hinh: fine dining hoac casual dining Tham hoi ban khach va ghi nhan nhung phan hoi cua khach hang Thdng bao kip thoi cac truong hop phan nan cua khach hang cho cap cao hon xu ly Thuc hien viec upselling cho ban khach Xin y kien danh gia dich vu cua khach hang Xin tripadyisor cua khach hang Mang hoa don cho khach hang, nhan tien toan tu khach hang, chuyen giao cho nguoi chiu trach nhiem khu vuc (to truong/giam sat/tro ly), va lay lai tien tir to trudng, giam sat, tro ly de tra lai cho khach hang Ddi vdi nhan vien bac 1: co kien thuc va cd the hd tro duoc cac bo phan le tan, pha che va cac vi tri khac cd yeu cau cua cap tren To truong phuc vu II CHIC NANG Phu trach quan ly mot nhom nhan vien phuc vu, co nhiem vu giam sat nhan vien phuc vu tai khu vuc duoc phan cong; kiem tra cac cdng cu dung cu, each set up ban theo quy dinh, tieu chuan cua nha hang; dong thoi tham gia true tiep vao hoat dong phuc vu khach hang can III NHIJEM VU - — -y - Phan cong va kiem tra nhan vien cap dudi thuc hien cac cdng viec chuan bi cdng cu dung cu, vat dung, trang thiet bi, set up ban, ve sinh sach se va chuan bi day du de dam bao phuc vu khach hang ** Giam sat, hudng dan cac nhan vien cap dudi thuc hien day du va chinh xac cac cdng viec theo dung tieu chuan, dam bao phuc vu khach hang duoc tot nhat True tiep tham gia vao qua trinh phuc vu khach hang Quan sat va dap ung yeu cau cua khach hang qua trinh su dung dich vu ( hoi ✓ f tham cheo) Dua yeu cau bill tir nhan vien order sang khu vuc thu ngan, chuyen bill tir thu ngan sang nhan vien ban, nhan tien toan cua khach tir nhan vien order va chuyen cho thu ngan, lay tien thira (neu cd) tir thu ngan va chuyen cho nhan vien order de toan cho khach Theo doi hieu suat lam viec cua nhan vien hang va bao cao true tiep cho giam sat nha hang Quan ly tai san, trang thiet bi, cdng cu dung cu cua nha hang: • Quan ly tai san, trang thiet bi, cdng cu dung cu phuc vu qua trinh lam viec (Ve sinh, bao quan dung noi quy dinh, dinh ky bao tri, bao dudng ) A A • Quan ly viec kiem ke cdng cu dung cu,tai san theo ngay/tuan/thang de yeu cau sua chua/order bo sung kip thdi trang thiet bi, cong cu dung cu nha hang cung nhu nam duoc sd lieu cu the • Kiem tra viec bat tat cac thiet bi nha hang theo quy dinh cua cong ty Giam sat viec thuc hien upselling cho cac ban khach doi vdi mo hinh fini dining va r thuc hien true tiep viec upselling cho cac ban khach vdi mo hinh casual dining True tiep dao tao nghiep vu cho nhan vien order chinh theo tieu chuan cua nha hang Giam sat nha hang III CHlTC NANG Ho tro cac quan ly viec theo doi, giam sat, dieu phoi cac hoat dong cua nhan vien cap dudi nhu chia ca, phan phoi cdng viec cho nhan vien, phoi hop giai quyet cac van de phat sinh, ho tro phuc vu khach hang , IV NHIEM VU -7 - ' To chuc hop dau ca hang vdi nhan vien Kiem tra viec dieu phoi khach cua le tan/ cap giam sat de dam bao tdi da hoa sue chua cung nhu lupt turn khach cua nha hang j f a r r Dam bao s'u hai long cua khach hang, chu dong giai quyet cac su cd xay r qua trinh phuc vu, toan theo dung nghiep vu tieu chuan cua nha hang Tien hanh xu ly cac phan nan ve chat luong dich vu de tranh lap lai loi tuong tu Quan ly, kiem soat cac nhan vien qua trinh phuc vu: - Dam bao cac khau chuan bi da san sang trudc phuc vu khach hang - Quan ly, giam sat, hudng dan va chi dao cac nhan vien cap dudi thuc hien day du va chinh xac cac cdng viec theo dung tieu chuan, dam bao phuc vu khach hang dupe tot nhat - Dieu dong nhan vien ho tro cac khu vuc, cac bo phan khac cd yeu cdu Kiem soat tien mat/quy trinh toan ca lam viec Lam cac bao cao theo quy dinh: Bao cao toan bo cac van de xay qua trinh lam viec vao cudi ca cho cap tren de xu ly van de: - Bao cao ve perfomance cua nhan vien - Bao cao cac tinh hudng vdi khach hang va cac Phuong an giai quydt cho nhung tinh hudng - Bao cao cac tinh huong van hanh cung nhu cac cong viec bao tri, bao dudng thiet bi cua nha hang Dao tao nhan vien captain ve cac quy trinh chuyen mon, kha nang quan sat, ki nang bao cao cong viec cung nhu cac ki nang khac can cho cong viec hang Kiem soat viec kiem ke, order CCDC, len ke hoach de xuat dam bao van hanh nhan su va chat luong phuc vu thong qua dat ban va tinh hinh kinh doanh Tro ly quan ly/Quan ly nha hang I CHUC nang Quan ly toan bo cac hoat dong cua cac bo phan thuoc nha hang II NHIEM VU - Kiem soat toan bo van hanh nha hang dam bao van hanh tron tru • Giam sat va kiem tra viec phan cong nhan vien cap dudi thuc hien cac cdng viec dau ca: chuan bi cdng cu dung cu, vat dung, trang thiet bi, set up bay ban, ve sinh sach se tai khu vuc phu trach • Kiem soat tinh hinh khach hang trudc va ca lam viec: - Quan ly viec dat ban cua nha hang - Kiem tra viec dieu phoi khach cua le tan/ cap giam sat de dam bao tdi da hoa sue chua cung nhu lupt turn khach cua nha hang - Dam bao su hai long cua khach hang, chu dong giai quyet cac su cd xay qua trinh phuc vu, toan theo dung nghiep vu tieu chuan cua nha hang - Tidn hanh xu ly cac phan nan vd chit luong dich vu dd tranh lap lai ldi tuong tu Dieu phoi, hd tro phuc vu khach hang thieu ngudi Tham gia hop dau ca hang vdi nhan vien va to chuc hop trudng hop vang giam sat doanh Tham gia qua trinh phong van tuyen dung, dam bao chat luong phdng van ung vien dam bao yeu cau tuyen dung cua nha hang Thuc hien cac bao cao ve tinh hinh chung cua nha hang hang thang, dua de xuat hudng giai quyet cho quan ly/BGD r f r , Len ke hoach va trien khai ke hoach dam bao doanh thu, chi phi va danh tieng , cua nha hang (menu, marketing, nhan su ) •Phoi hop vdi bo phan lien quan xay dung ke hoach Marketing - TruySn thong cho nha hang va to chuc thuc hien ke hoach da duoc duyet • Danh gia, bao cao ket qua lam viec cua nhan su cho quan ly • Phoi hop vdi bep trudng len thuc don mdi, thiet ke thuc don theo chu de cac dip le nam de dap ung yeu cau cua thuc khach • Theo doi hoat dong kinh doanh cua nha hang va dua nhung de xuat, giai phap nang cao hieu qua kinh doanh