Giải pháp hoàn thiện năng lực quản lý cho các trưởng bộ phận phục vụ trực tiếp tại các khách sạn 3 sao trên địa bàn hà nội

TRUONG DAI HOC KINH TE QUOC DAN ■ ■ - SOO £3(9 (9 " ,:nrr r-:r ■ HijNG TU !W '• t HuONG LUANA* - F PHAM THI* THU PHU0NG * giai phap hoan thien nang lug quan ly cho cac truAng bo phan phuc vu troc tiep tai cac khach san saO tren ria ban noi ■ ■ ■ ■ chuyEn nganh: quan tri kinh doanh du lich va khAch san luAn VAN THAC sy quAn TRI hnh doanh NgUdi hoong dan khoa hoc: THS THS? TS HOANG THI LAN HUONG HA NOI, NAM 2011 LO'I CAM DOAN r Toi xin cam doan day la cong trinh nghien ciru cua toi Cac so lieu, ket qua neu luan van la trung thuc va chua tung duoc r r cong bo bat ky cong trinh nao khac Tac gia luan van Pham Thi Thu Phuong LO'I CAM ON Doi vdi ban than, de tai: “Giai phap ho an thien nang lire quan ly cho cac trudng bo phan phuc vu true tiep tai cac khach san tren dia ban Ha Noi” la mot de tai tuang doi mdi va khd Tuy nhien, dudi su giup da nhiet tinh, su khich le dong vien cua TS Hoang Thi Lan Huong va cac thay co giao Khoa Du lich va Khach san, Trudng Dai hoc Kinh te Quoc dan, toi da hoan de tai Toi xin chan cam an su tan tinh giup da cua cac thay cd giao Toi ciing xin duac gui tai cac thay/co giao tham gia giang day tai chuang trinh dao tao thac si cua trudng Dai hoc Kinh te quoc dan, cac can bo nhan vien cua trudng Dai hoc kinh te quoc dan lai cam an chan ve su giup da nhiet tinh, vo gid cua ho Ngoai ra, toi xin chan cam an cac anh/chi la giam doc, trudng cac bo phuc phuc vu true tiep tai cac khach san tren dia ban Ha Noi da tra lai cac phieu dieu tra, cung cap tai lieu, dong gop y kien de toi hoan luan van Va cuoi cung toi xin gui lai cam an gia dinh toi Su khich le, dong vien, quan tarn, cham soc cua gia dinh da giup toi vuat qua nhirng khd khan de theo hoc chuang trinh va hoan thien ban luan van thac sy Toi xin chan cam an! Ha Noi, 18 thang 11 nam 2011 Tac gia luan van Pham Thi Thu Phuong MUC LUC • • LOI CAM DOAN LCD CAM ON DANH MUC BANG, BlEU VA SO DO TOM TAT LUAN VAN MO DAU CHUONG 1: NHUNG LY LUAN CO BAN VE NANG LUC QUAN LY CUA CAC TRUONG BO PHAN PHUC VU TRIJC TIEP TRONG KINH DOANH KHACH SAN 1.1 Mot so khai niem co ban 1.1.1 Nang luc va nang lac quan ly 1.1.2 Nang luc quan ly cua cac truong bo phan phuc vu true tiep tai khach san 1.2 Nhung tieu chi danh gia nang luc quan ly cua truong bo phan phuc vu true tiep khach san 11 1.2.1 Gia tri va pham chat ca nhan 11 1.2.2 Kien thuc va ky nang chuyen mon 13 1.2.3 Cac ky nang quan ly 14 1.3 Nhung nhan to tac dong den nang lye cua cac truong bo phan phuc vu true tiep khach san 27 1.3.1 Nhom nhan to chu quan 27 1.3.2 Nhom nhan to khach quan 28 1.4 Sy can thiet phai hoan thien nang lyc quan ly cua cac truong bo phan phuc vu tryc tiep tai cac khach san tren dia ban Ha Noi 34 1.4.1 Hoan thien nang luc quan ly cua cac truong bo phan phuc vu true tiep 34 1.4.2 Su can thiet phai hoan thien nang luc quan ly cua cac truong bo phan phuc vu true tiep cac khach san tren dia ban Ha Noi 35 CHUONG 2: DANH GIA NANG LUC QUAN LY CUA CAC TRUONG BO PHAN PHUC VU TRIJC TIEP TAI CAC KHACH SAN SAO TREN DIA BAN HA NOI 38 2.1 Gioi thieu khai quat ve cac khach san tren dia ban Ha Noi 38 2.2 Vai tro va chuc nang cua cac trudng bo phan phuc vu true tiep cac khach san tren dia ban Ha Noi 40 2.2.1 Sa ca cau to chuc tieu bieu cua cac khach san tren dia ban Ha Noi 40 2.2.2 Chuc nang, nhiem vu cua cac trudng bo phan phuc vu true tiep tai cac khach san tren dia ban Ha Noi: tinh huong nghien cuu mot khach san 41 2.2 Danh gia nang luc quan ly cua cac truong bo phan phuc vu true tiep tai mot so khach san tren dia ban Ha Noi 43 2.2.1 Ve gia tri, pham chat ca nhan cua cac trudng bo phan phuc vu true tiep 43 2.2.2 Danh gia thuc trang ve chuyen mon cua cac trudng bo phan phuc vu true tiep45 2.2.3 Danh gia thuc trang ve ky nang quan ly 47 2.2.4 Nhung nang luc quan ly ca ban han che 63 2.3 Nhung nguyen nhan lam han che nang luc cua can bo quan ly cac khach san tren dia ban Ha Noi 64 CHlTONG 3: NHUNG GIAI PHAP CHU YEU NHAM HOAN THIEN NANG LUC QUAN LY CUA CAC TRUONG BO PHAN PHUC VU TRUC TIEP TAI CAC KHACH SAN SAO TREN DIA BAN HA NOI 68 3.1 Mot so quan diem nham hoan thien nang luc quan ly cua cac trudng bo phan phuc vu true tiep tai cac khach san tren dia ban Ha Noi 68 3.2 Cac giai phap nham hoan thien nang luc quan ly cua cac trudng bo phan phuc vu true tiep tai cac khach san tren dia ban Ha Noi 72 3.2.1 Cac giai phap doi vdi ban than cac trudng bo phan phuc vu true tiep 73 3.2.2 Cac giai phap doi vdi cac khach san 81 3.2.3 Mot so kien nghi doi vdi cac ca quan quan ly Nha nude ve du lich Trung uang va Ha Noi 89 KET LUAN VA KIEN NGHI 90 TAI LIEU THAM KHAO 93 PHU LUC 95 DANH MUC BANG, BIEU VA SO DO Bang 1.1 Mo hinh nang luc quan ly cho nganh kinh doanh khach san 10 Bang 2.1 Thdng ke co so luu tru tren dia ban Ha Noi 39 Bang 2.2 Nhan thuc ve gia tri, pham chat ca nhan 44 Bang 2.3 Mtrc dap umg ve chuyen mon cua cac truong bo phan phuc vu true tiep 46 Bang 2.4 Danh gia ky nang tir nhan thuc cua cac truong bo phan phuc vu true tiep 48 Bang 2.5 Danh gia kieu thu thap thong tin cua cac truong bo phan phuc vu true tiep 49 Bang 2.6 Ky nang danh gia thong tin cua cac truong bophan phuc vu true tiep 50 Bang 2.7 Danh gia kha nang phoi hop cac nhan mot tap the 51 Bang 2.8 Danh gia kha nang giai quyet van de 51 Bang 2.9 Danh gia ky nang quan ly su cang thang 52 Bang 2.10 Danh gia ky nang lap ke hoach 54 Bang 2.11 Danh gia ky nang giao tiep ung ho 56 Bang 2.12 Danh gia ky nang tu van 56 Bang 2.13 Danh gia ky nang tao quyen luc vagay anh hubng 57 Bang 2.14 Danh gia ky nang khuyen khich noluc ngubi khac 59 Bang 2.15 Danh gia ky nang giai quyet mau thuan 60 Bang 2.16 Danh gia ve trinh ngoai ngu 62 Bang 2.17 Nhung han che ve nang luc cua cac truong bo phan phuc vu true tiep 63 tai cac khach san Ha Noi 63 Bang 2.18 Cac nguyen nhan lam han che nang luc quan ly cua cac 65 truong bo phan phuc vu true tiep 65 Bieu 2.1: Ty le so lao dong cua cac khach san tren dia ban Ha Noi 38 Bieu dd 2.2: Danh gia ky nang nhan thuc 47 Bieu 2.3: Danh gia ky nang ngubi 55 So 1.1: Nang luc quan ly cua truong bo phan phuc vu true tiep .26 So 1.2 Nhung nhan to anh hubng den nang luc quan ly cua cac truong bo phan phuc vu true tiep khach san 34 So 2.1: So co cau to chuc cua Khach san Sai Gon - Ha Noi 40 TR JONG DAI HOC KINH TE QUOC DAN ■ ■ £0£o£Qg9G8 PHAM THI• THU PHUONG • GIAIPHAP HOAN THIEN NANG LUC QUAN LY CHO CAC TRUING BO PHAN PHUC VU TRUC TIEP TAI CAC KHACH SAN SAO TREN DIA BAN HA NOI ■ ■ ■ ■ ■ CHUYfiN NGANH: QUAN TRI KINH DOANH DU LICH VA KHACH SAN TOM TAT LUAN VAN THAC SY HA NOI, NAM 2011 i TOM TAT LUAN VAN r a Y tudng de tai luan van thac sy “Giai phap hoan thien nang lire quan ly cho cac trudng bo phan phuc vu true tiep tai cac khach san tren dia ban Ha Noi” dupe hinh tren co so thuc te ve su quan tam den chat lupng doi ngu cac nha quan ly khach san nhung nam vira qua Luan van da de cap toi mot van de kha duoc quan tam hien nay, la viec hoan thien nang luc quan ly cho cac trudng bo phan phuc vu true tiep tai cac khach san tren dia ban Ha Noi Vdi muc tieu danh gia thuc trang ve nang luc quan ly, tu dua cac giai phap hoan thien nang luc quan ly cho cac trudng bo phan phuc vu true tiep tai cac khach san tren dia ban Ha noi, luan van dupe ket cau vdi chuong nhu sau: Chuong 1: Nhirng ly luan co’ ban ve nang luc quan ly cua cac trudng bo phan phuc vu true tiep kinh doanh khach san Trudng bo phan phuc vu true tiep la nhung ngudi nam gitr vi tri dung dau va thuc hien cong viec quan ly cac bo phan phuc vu true tiep khach san Trach nhiem cua cac trudng bo phan phuc vu true tiep la trung hoa cac lpi ich gitra cac nhan vien, bo phan, cac cap quan ly cua khach san, ben trong, ben ngoai va gop phan quan quyet dinh hieu qua kinh doanh cua khach san Nang luc quan ly cua cac trudng bo phan phuc vu true tiep khach san la tong hop cac thai do, gia tri va pham chat ca nhan, kien thuc, ky nang chuyen mon va ky nang quan ly dupe ap dung de thuc hien cong viec quan ly Trong do: Gia tri: la nhung muc tieu, udc muon cao ca va ldn lao cua ngudi; la nhung dieu ma moi ngudi cho la quan trong, co y nghia, giup dinh hudng suy nghi, hanh dong va le song cua ban than Pham chat cd nhan la nhung chuan muc, due tinh nhung ung xu can thiet cong viec va cuoc song, bao gom: pham chat chinh tri dao due va pham chat nang luc Kien thuc chuyen mon la nhung hieu biet ve mot linh vuc nao do, ky nang chuyen mon la each thuc van dung hieu biet ve chuyen mon de thuc hien nhiem vu, cong viec Kien thuc va ky nang chuyen mon cd dupe qua trinh hoc tap; dupe dao tao, boi dudng va tich luy qua trinh lam viec Kien thuc va ky nang chuyen mon cang nang cao, the hien nang luc lam viec cua cac truong bo phan phuc vu true tiep cang phat trien Cac ky nang quan ly bao gom: Cac ky nang nhan thuc la su tong hop cua cac ky nang tu nhan thuc, ky nang quan ly str cang thang, ky nang giai quyet van de va ky nang lap ke hoach; Cac ky nang ngubi la su phoi hop cua cac ky nang giao tiep, ky nang truyen dat quyen luc va gay anh hubng, ky nang khuyen khich no luc cua ngubi khac, ky nang quan ly mau thuan, ky nang dao tao va dinh hubng; Cac ky nang can thiet khac bao gom: ky nang chi dao cuoc hop, ky nang phong van, kha nang ve ngoai ngu va trinh ung dung tin hoc cong viec Nhu vay, de danh gia nang luc quan ly cua cac trubng bo phan phuc vu true tiep tai cac khach san tren dia ban Ha Noi can dua tren cac tieu chi: gia tri va pham chat ca nhan; kien thuc va ky nang chuyen mon; cac ky nang quan ly va mot so ky nang can thiet khac Cac nhan to tac dong de hinh va phat trien nang luc quan ly cua cac trubng bo phan phuc vu true tiep rat da dang Cac nhan to co tac dong tir nhieu phia, nhieu goc va b nhung muc khac nhau, anh hubng den su hinh va phat trien nang luc quan ly cua ngubi trubng bo phan phuc vu true tiep Nhung nhan to duoc chia hai nhom: nhom cac nhan to khach quan va nhom cac nhan to chu quan Nhom nhan to chu quan bao gom: cac nhan to tu phia ban than ngubi trubng bo phan (tu chat, nang khieu bam sinh; y thuc tu nhan thuc va y chi quyet tarn; the trang); cac dac diem ve truyen thong, van hoa va hoan canh gia dinh Nhom cac nhan to khach quan bao gom: cac nhan to tu phia khach san (cac hoat dong cung cap dich vu; hoat dong quan tri nhan luc), cac nhan to tu he thong giao due va dao tao; va tinh trang phat trien kinh te van hoa xa hoi ciing vbi thuc trang phat trien cua nganh Hoan thien nang luc quan ly cho cac trubng bo phan phuc vu true tiep cac khach san tren dia ban Ha Noi duoc hieu la qua trinh giao due cac gia tri pham chat ca nhan, trang bi kien thuc, ky nang chuyen mon, ky nang quan ly sau rong; su dung va tao moi dieu kien de cac trubng bo phan phuc vu true tiep co the phat huy cao nhat kha nang lam viec mot each sang tao, hieu qua Cac doanh nghiep khach san muon dat duoc ket qua va hieu qua kinh doanh cang cao thi khong the tri mot doi ngu lao dong noi chung va doi ngu cac iii truong bo phan phuc vu true tiep noi rieng co nang luc va chat lupng yeu kern dupe Sir ton tai va phat trien cua khach san phu thuoc co ban vao dpi ngu ngubi lao dong ma trudc het la doi ngu cac truong bo phan phuc vu true tiep Tuy nhien, cung voi sir phat trien nhanh chong cua khoa hoc ky thuat cung nhu nhung tac dong cua toan cau hoa tren thirc te nang lire quan ly cua cac truong bo phan phuc vu true tiep khach san nhieu han che Bdi vay, can thiet phai danh gia dupe thirc trang ve nang luc quan ly de tir de xuat cac giai phap nham hoan thien nang luc quan ly cho cac truong bo phan phuc vu true tiep tai cac khach san tren dia ban Ha Noi Chuong 2: Danh gia nang lye quan ly cua cac truong bo phan phuc vu tryc tiep tai cac khach san tren dia ban Ha Noi Cac khach san tren dia ban Ha Noi rat da dang voi nhieu hinh thuc so huu khac voi so lupng ldn nhat thuoc ve cac khach san tu nhan (13 khach san), khach san nha nude (11 khach san) va khach san lien doanh (2 khach san) Cac bo phan phuc vu true tiep cac khach san tren dia ban Ha Noi bao gom: bo phan le tan, bo phan buong va bo phan an uong Chuc nang chinh cua bo phan le tan la thyc hien ban dich vu buong ngu cua khach san cho khach Bo phan le tan cung phai thuc hien chuc nang lien he va phoi hop voi cac bo phan khac khach san de don tiep va phuc vu true tiep cac nhu cau cua khach cung nhu luu tru, xur ly va cung cap cac thong tin cho khach, cho cac nha quan ly khach san va cho cac bo phan chuc nang khac khach san Chuc nang chinh cua bo phan A r buong khach san la cham lo cho str nghi ngoi cua khach khach san; phoi hop voi bo phan le tan theo doi va quan ly qua trinh cho thue phong nghi cua khach san Chuc nang chinh cua bo phan kinh doanh an uong khach san la kinh doanh thuc an, uong va phuc vu nhu cau an uong tai nha hang cho khach dang luu tru khach san cung nhu cac doi tupng khach khac cua khach san Tuong ung voi bo phan tren la 03 chuc danh truong bo phan phuc vu true tiep: truong bo phan le tan, truong bo phan buong va truong bo phan an uong Qua qua trinh nghien cuu ve nang luc quan ly cua cac truong bo phan phuc vu true tiep tai cac khach san tren dai ban Ha Noi cho thay: 97 PHIEU KHAO SAT NANG LUC QUAN LY CUA CAC TRUONG BO PHAN PHUC VU TRUC TIEP TAI KHACH SAN (Danh cho cac trudng bo phan phuc v u true tiep khach san) Nhom nghien cuu cua Truong Dai hoc Kinh te Quoc dan dang tien hanh khao sat danh gia nang luc quan ly cua cac trudng bo phan phuc vu true tiep tai cac khach san tren dia ban Ha Noi Nhung y kien dong gop cua anh/chi se la nguon thong tin quan de dua cac giai phap nham hoan thien nang luc quan ly cho doi ngu cac nha quan ly tren Rat mong nhan dupe nhung y kien dong gop tu anh/chi Anh/chi hay danh gia va dien cac so tu den 16 vao cac vuong, theo thu tu muc quan cua cac gia tri pham chat dao due hanh vi dudi day: Lam viec tich cue nhiet tinh Oc logic Tinh trung thuc Su te nhi, nhay cam Tinh ky luat, tu kiem soat Su ton ngudi khac Su linh hoat Tinh doc lap Bao ve uy tin cua khach san Tinh trach nhiem Thich giup dd ngudi khac Su edi md Long trung vdi khach san Thong minh Su gon gang, sach se Long vi tha Anh/chi hay the hien quan diem va each ung xu cua anh/chi hien cho tung tinh hudng dudi day theo cac muc do: Rat khong dong y; Khong ddng y; Dong y chu it; Ddng y; Rat ddng y TT Noi dung Khi nhan dupe nhung y kien phe phan ban than tu ngudi khac, toi khong tuc gian hoac bao chua bao thu Rat khong dong y Rat d6ng y 5 De nang cao hieu biet, toi luon edi md, chia se niem tin va tinh cam vdi ngudi khac 98 Toi rat thong thao each tim hieu thu thap thong tin va Toi co nhung tieu chuan va nhung nguyen tac rieng Toi cam thay rd nhung dieu tot, xau xay vdi minh 5 5 5 hien quan he vdi nhung ngudi khac Toi cd quan he than thiet vdi it nhat mot ngudi ma toi ldng vdi nhung gi ma khdng biet tai Toi nhan biet duoc nhung mau thuan thudng xuat de tu hudng dan each ung xu cua minh Toi thudng cam thay tuc gian, chan nan, lo au, nong danh gia ve nhung thong tin ay cd the chia se thong tin va tinh cam ca nhan Trong moi trudng hop dudi day, anh/chi hay khoanh trdn (chi a hoac b) y kien ma theo anh/chi cho la dung hon, (neu khdng chac thi doan) Anh chi la truong mot bo phan phuc vu true tiep khach san va phai tien hanh ? r r r \ mot buoi thuyet trinh bao cao cuoi nam Anh/chi se tien hanh bang: a Mot bao cao thuyet trinh phan tich sd lieu cu the b Mot bao cao thuyet trinh tap trung vao tong the, khai quat chung a Chi su dong gop cua bo phan minh den toan bo khach san nhu the nao b Chi nhung dong gop nhat cua bo phan minh Gid su anh/chi dang duoc di tham mot khach san d nude ngoai va viet thu ve de noi yr r ve chuyen di cua anh/chi Anh/chi se viet gi thu? 'I a Mot su mieu ta cu the ve ngudi va su kien b Cam giac va suy nghi chung a Tap trung vao nhung diem giong cua khach san minh va khach san cua ho J b Tap trung vao nhung diem khac biet giua khach san minh va khach san cua ho Gia su anh/chi tim mot cong viec tai mot khach san nao do, cai gi anh/chi quan tarn nhat de quyet dinh lam cong viec do? 99 £ a He thong hoa nhung thdng tin nam bat duoc ve khach san b Bang true giac ca nhan hoac bang cam bat chat a Quan tarn trudc het den su phu hop giua anh/chi va cong viec b Quan tarn trudc het den nhung chinh sach can thiet da dan den su cong cua khach san Gid su anh/chi can tuyen mot tra ly bo phan, dieu gi anh/chi se can lam nhat qua trinh nay? a Phong van mdi ung vien vdi mot tap hop nhung cau hdi b Tap trung bang cam giac, ban nang true giac cua minh vdi mdi ung cua vien a Quan tarn dau tien tdi cam xue cua ca nhan vdi ung vien b Quan tarn den su phu hop giua doi hdi cua cong viec vdi nang luc cua cac ung vien Anh/chi hay the hien quan diem va each ung xu cua anh/chi hien cho tung r ' > \ tinh huong dudi day theo cac muc do: Rat khong dong y; Khong dong y; Dong y chu it; Dong y; Rat dong y Noi dung Tdi nd luc cong viec cung vdi moi ngudi Tdi cd gang tap hop moi ngudi xung quanh tdi 5 5 5 Tdi cd gang gan gui, tao mdi quan he ca nhan vdi moi ngudi Tdi cd gang thuc day moi ngudi lam nhung thu theo each ma tdi muon ho lam Tdi cd gang xay dung ke hoach cua minh cung vdi moi ngudi Rfit dong y Tdi anh huong manh me tdi ngudi khac bang nhung hanh dong cua tdi Rat khong dong y Tdi huong dan ngudi khac quyet dinh lam cai gi 100 Anh/chi hay the hien quan diem va each ung xu cua anh/chi hien cho tirng tinh hudng dudi day theo cac muc do: Rat khong ddng y; Khong ddng y; Ddng y chu it; Ddng y; Rat ddng y Khi tiep can mot van de: Noi dung 1 Rat khong ddng y Toi thudng dinh nghia, xac dinh rd rang va sang to van de la gi 2 5 5 Toi xay dung cac giai phap chon lira cor ban ca trudc mat va lau dai Toi thudng tao nhieu giai phap chon lua de giai quyet van de Rat ddng y Toi xac dinh van de trudc giai quyet chung, tranh ap dat cac giai phap trudc Toi xay dung cac budc giai quyet van de rd rang, phan cac budc, dinh nghia, tao cac phuong an chon lira va tim giai phap r r r ~ \ Khi ddi mat vdi van de phuc tap va khd khan ma khong de giai quyet: Noi dung 1 5 5 Toi tim nhung khia canh chung cac khia canh khac cua van de Toi khong danh gia tuyet ddi mot giai phap nhat doi vdi van de ma phai tao nhieu phuong an lua chon Rdt dong y Toi co gang tim each tiep can van de, khong chi can cu bang dau hieu l.Rdt khong ddng y Toi thudng chia van de cac van de nho hon va phan tich moi phan rieng biet Toi cd gang khuyen khich su sang tao cua moi ngudi Toi thudng dua cac y kien trai nguoc de giup 101 khuyen khich moi ngudi tim cach mdi de tiep can van de Toi khong chi tiep xuc vdi nhung ngudi co nhieu y kien ma tiep nhan vdi nhung ngudi co y kien khac va cac giai phap khac Anh/chi hay the hien quan di£m va each ung xu cua anh/chi hien cho tung tinh huong dudi day theo cac muc do: Rat khong dong y; Khong dong y; Dong y chu it; Dong y; Rat dong y Khi doi mat vdi su cang thang cua cong viec va thdi gian: Noi dung TT l Rat khong dong y Rat dong y Toi thudng thuc hien nghiem tuc ke hoach thdi gian da vach ra, liet ke cac cong viec phai lam, cac viec 5 5 5 dupc uu tien Toi tri mot chuong trinh the duc thudng xuyen hop ly Toi tri mot moi quan he coi mo, tin cay vdi mot ngudi ma vdi ngudi toi co the chia se nhung buon vui cua toi Toi biet va thuc hien vai ky thuat thu gian tuc thdi nhu thO sau, tinh tam Toi tri can bang trang thai tinh than cuoc song bang cach thuc hien rat nhieu thu vui ngoai cong viec Toi thudng lam cho ngudi khac thoa man viec thuc hien cac cong viec va nhiem vu Toi khuyen khich ngudi khac dua nhung giai phap, y kien, khong chi bang cau hoi ho co van de va den vdi toi 102 Khi toi giao viec cho ngum khac: Noi dung TT Rat khong dong y Rat dong y Toi chi lam biet chac ho cd nang luc can thiet de 1 5 5 thuc hien cong viec dd Toi xac dinh ro rang, cu the muc thuc hien va trinh do, kha nang tien hanh cong viec cua ngudi khac Toi tiep tuc tim kiem nhung thong tin va nguon mdi tdi cong viec da giao cho ho Toi dam bao chac chan rang ngudi khac hieu day du nhung ket qua toi mong doi giao nhiem vu cho ho Anh/chi hay the hien quan diem va each ung xu cua anh/chi hien cho tung tinh hudng dudi day theo cac muc do: Khong bao gid; Rat it khi; Thinh thoang; Thudng xuyen; Rat thudng xuyen TT Noi dung I Khong bao gib RM thuong xuyen Tdi lap mot danh sach nhung cong viec can hoan 1 5 Tdi uu tien nhung cong viec tdi phai lam suot thuoc su quan va khan cap cua chung Tdi chi tap trung mot nhiem vu, mot cong viec quan trong mot thdi gian, mot thdi diem nhung tdi lam dong thdi nhung cong viec thudng nhat nho nhat (vi du, vira ky vua nghe dien thoai) 103 Toi liet ke danh sach nhung cong viec lam mat it 4 5 thai gian tu 5-10 phut Toi lam nhung cong viec quan nhat d thai gian tot nhat Toi co mot chut thai gian lam viec khong bi lam gian doan moi Toi khong chan tru, tri hoan nhung viec can lam Toi giu tien su dung thai gian cua toi Toi tu dat thai han cuoi cung cho tung cong viec 5 Toi xac dinh rd rang nhung muc tieu dai han ma 10 hudng tdi 11 Toi du hop thudng xuyen vao dau 12 Toi tri nhung cuoc doi ngan 13 Tdi dat mot thdi han cho moi cuoc gap gd 5 Toi loai bo nhung cuoc gap da du kien nhung thay 14 khong can thiet Khi can dao tao nhan vien: TT Noi dung l.Rat khong dong y RSt ddng y Xac dinh ro rang muc dich va nhu cau cua viec dao 1 5 tao Lap ke hoach cu the cho chuang trinh dao tao Tdi dua phuong phap hap ly de dao tao va huan luyen nhan vien 104 Anh/chi hay the hien quan diem va each ung xu cua anh/chi hien cho tung tinh huong dudi day theo cac muc do: Rat khong dong y; Khong dong y; Dong y chu it; Dong y; Rat dong y Trong dieu kien quan de dat duac nhieu quyen luc thi: Noi dung TT Tdi thudng phan dau nd luc va luon bat tay lam viec chu khong thoa man vdi nhung gi da lam dugc Tdi luon cd gang de dat dugc kien thuc va su thao cong viec Tdi xay dung cac mdi quan he rong rai vdi moi ngudi khach san d tat ca cac cap l.Rat khong dong y Rat dong y 5 5 Tdi thudng cd gang tim nhung y kien mdi, bat dau nhung hoat dong mdi va han che nhung cong viec thudng nhat, vun vat Tdi tim each de dai dien cho bo phan cua tdi Tdi rat nd luc de the hien ca nhan tdi 5 5 5 Tdi tich cue tim kiem thdng tin quan bang viec trd trung tarn mang ludi giao tiep thdng tin bo phan Tdi luon cd gang dat dugc mot sd cong viec va phuong phap cua rieng tdi ma ngudi khac khong the bat chudc 10 11 Tdi luon tim co hoi de bao cao cong viec cua tdi dac biet la tdi cap lanh dao Tdi lam viec tich cue de dat dugc rat nhieu cong viec ma tdi cd the lam dugc Tdi giu cho cong viec cua minh tuan theo nhung nhiem vu tarn cua bo phan va khach san 105 Khi cd gang xay dung anh hudng tdi ngudi khac, vdi mot muc dich cu the da dinh thi: TT Noi dung Rat khong dong y Rik d6ng y Tdi thudng su dung nhieu thu thuat gay anh hudng 12 khac va tim each ap dung chung nhung 5 5 trudng hop cu the 13 14 Tdi nd luc khuyen khich ngudi khac dong y vdi tdi bang nhung dieu kien trao doi cd loi Tdi thudng su dung phuong phap tiep can true tiep, thang than chu khdng phai giai thich vong vo Tdi thudng tranh de doa hoac bat buoc ngudi khac 15 phai ngheo theo hoac phuc tung tdi cd mot van de tac dong khdng tot cho tdi Khi cd mot vi tri hoac ngudi nao gay anh hudng, nhin chung: TT 16 17 Noi dung Tdi thudng khen ngoi ho trudc tap the moi ngudi va thudng gop y kien rieng vdi ngudi lam viec sai sot Tdi thudng the hien su tin tudng vao kha nang cua nhung ngudi tdi cung lam viec Rat khong dong y Rfit dong y 5 Anh/chi hay the hien quan diem va each umg xu cua anh/chi hien cho tung tinh hudng dudi day theo cac muc do: Rat khdng dong y; Khdng dong y; Dong y chut it; Dong y; Rat dong y Khi thay dang lam mot viec gi ma can chan chinh, sua doi, thi: TT Noi dung Tdi thudng tranh ket toi va quy ket chung cd ca nhan Tdi mieu ta van de bang each neu hau qua cua nd va suy nghi cua tdi ve no va mong muon co su sua doi Rat khong ddng y RSt dong y 5 106 Khi phan nan ve dieu g'l toi dang lam: TT Noi dung Toi tim nhung van de chung giua chung toi 5 Toi tranh bien minh cho hang dong cua minh ma tro nguoi bao thu Rflt khong ddng y Rdt ddng y Toi hdi nhieu ngudi khac de co nhieu y kien ve each ung xu dung Khi co hai ngudi mau thuan ma tdi la ngudi trung gian: TT Noi dung l.Rat khong ddng y Rdt ddng y Tdi tao nhung cuoc gap go vao nhung thdi gian nhat dinh va xac dinh van de van de can trao ddi vdi 5 5 tung ngudi Tdi thudng neu nhung anh hudng cua mau thuan den ket qua thuc hien cong viec Tdi tap trung giai quyet van de chu khong phai phe phan ban chat cua ho 10 Toi giup cac ben tim nhung dieu ma ho cd chung quan diem Toi cd gang tranh lam "‘mat mat” ngudi khac tranh luan 10 Anh/chi hay the hien quan diem va each ung xu cua anh/chi hien cho tirng tinh hudng dudi day theo cac muc do: Rat khong dong y; Khong dong y; Dong y chu it; Dong y; Rat dong y Trong trudng hap phai cd nhungphan ung hoac dua ldi khuyen dung dan: TT Noi dung Tdi hieu rd nao thich hop de dua ldi khuyen va chi dao toi ngudi khac va nao thi khong l.Rat khong ddng y Rat ddng y Tdi trung thuc phan anh y kien tdi ngudi khac, 5 107 tham chi la nhung y kien phe phan Toi thudng gtri y kien phan hdi tap trung pham vi cua van de va cac giai phap ma khong nham phe 5 5 5 phan cac dac diem ca nhan cua nguoi Tdi khuyen khich y thuc tu danh gia va tu hoan thien cua nhung ngudi khac giao tiep vdi ho Tdi dua y kien phe phan ngudi khac bang each mieu ta cac su kien, hau qua cua nd va cac suy nghi danh gia cua tdi Tdi cd gang tim nhung gia tri cd y nghia nhung quan diem danh gia cua ngudi khac ca tdi khong dong y vdi quan diem Nhung y kien phan anh cua tdi thudng rd rang va cu the, khong chung chung va lap Id Tdi khong bo Id co hoi trao ddi vdi nhung ngudi khac Tdi luon nhan trach nhiem ve y kien cua minh Khi ngtcffi khac can cd su khuyen khich quan tarn: TT Noi dung l.Rat khong ddng y Rit ddng y Tdi thudng xay dung nhung tieu chuan thuc hien rat rd rang va mong muon thuc hien duoc nhung tieu 5 chuan Tdi trung thuc va thang than cung cap nhung y kien phan hdi thuc hien cong viec va mong muon cd su tien bo Khi can ky luat, tdi xac dinh van de, mieu ta hau qua cua nd va giai thich tai nd can dupc sua chua 108 Toi phan chia cong viec de lam cho no co sir 4 5 5 5 5 5 thu va thu thach Toi luon dam bao cho moi nguoi dupe cu xu tot dep va cong bang Toi can than tim nhung nguyen nhan thuc hien cong viec kem trudc dua quo trach hoac ky luat nhan vien Ban cung toi mdi phan cong lai, ky luat hoac sa thai mot ca nhan thuc hien cong viec kem edi Moi luc cd the toi deu cd nhung phan thudng cd gia tri cho nhung thuc hien tot cong viec Tdi ky luat thich dang nhung lam viec co gang dudi muc mong dpi va dudi muc kha nang 10 Tdi dupe dao tao de thuc hien tot cong viec hien tai Tdi tin rang nhung kha nang tu nhien va nhung ky 11 nang dupe tiep thu rat phu hop vdi nhiem vu, cong viec cua tdi Tdi cd the lam viec tot hon nhieu neu tdi dupe dao 12 tao nhieu hon Tdi tin rang cong viec cua tdi qua kho so vdi trinh 13 kha nang cua tdi Tdi dua nhung phan thudng va co hoi san cd de 14 nhan vien thuc hien cong viec vdi ket qua cao 109 Khi anh/chi cd nhiem vu chi dao nhung cuoc hop, anh/chi thudng: TT Noi dung l.Rat khong dong y Rat dong y Xac dinh ro rang muc dich cua cuoc hgp 5 Xac dinh cu the so lugng vien va co cau vien tham gia Anh chi co thudng trao ddi van de vdi cac vien tham gia trudc tien hanh cuoc hgp Tdi viet mot chuong trinh nghi su cho mgi cuoc hgp 5 Tdi tham gia cuoc hgp dung gid 5 Tdi bo vai phut de nhac nhd sau hgp va xem xet cong viec cd thuc hien dung khong Tat ca moi ngudi deu dugc trinh bay va neu y kien 11 Anh/chi co deu khien dugc ve thdi gian, khuyen khich moi ngudi cung ban bac r r r > > tam va thong nhat duoc van de, khai thac dugc nhieu y kien cua mgi ngudi? □ Rat tot □ Tam dugc □ Rat it 12 Theo anh/chi, trinh chuyen mon cua anh/chi co dap ung nhiem vu, cong viec hien tai va tuong lai khong? □ Chua dap ung dugc hien tai va tuong lai □ Dap ung dugc hien tai nhung chua dap ung dugc tuong lai □ Dap ung dugc ca hien tai va tuong lai Neu chua dap ung duac, theo anh/chi nhung nguyen nhan nao gay nen? □ Dao tao ly thuyet nhieu, it thuc te □ Noi dung dao tao qua nhieu □ Ly thuyet khong phu hgp vdi thuc tien □ Dao tao khong toan dien □ Sang lgc trudc, va sau dao tao chua tot 110 □ Phuong phap dao tao lac hau 13 Theo anh/chi, nhung ky nang co ban nao dudi day cua cac trudng bo phan phuc vu true tiep khach san anh/chi edn han che (xep thu tu, Han che nhat:l, it han che nhat: 26)? □ Kien thuc ve phap luat □ Su dung may vi tinh va ky nang tin hoc □ Kha nang giai quyet mau thuan □ Kha nang phoi hop nhom, quyet dinh □ Y thuc chap hanh ky luat □ Kha nang thich ung vdi su thay doi □ Tu nang cao su hieu biet □ Kha nang thau tom va su dung quyen luc, uy tin □ Kha nang phong van □ Xay dung muc tieu va chuong trinh thuc hien □ Ngoai ngu □ Kha nang xay dung hoat dong cua bo phan □ Quan ly thdi gian □ Lang nghe, tiep thu y kien cua moi ngudi □ Kha nang giai quyet van de □ Kha nang nhan biet, xac dinh van de □ Kha nang dam phan □ Khuyen khich, dong vien ngudi khac □ Kha nang phan, giao nhiem vu □ Thdng cam va giup ngudi khac □ Chi dao to chuc cuoc hop □ Danh gia cong viec cua nhan vien □ Kha nang giao tiep □ Kha nang quan ly su cang thang □ Kha nang dao tao □ Kha nang quyet dinh ca nhan 14 Theo anh/chi, nhung nguyen nhan co ban nao lam han che nang luc quan ly cua cac trudng bo phan phuc vu true tiep noi chung va d khach san anh/chi noi rieng? □ Do chinh sach giao due, dao tao bat cap □ Bo may to chuc cong kenh □ Tuyen chon, de bat chua hop ly □ Ky luat khong chat che □ Cac chinh sach khuyen khich, thu lao chua hop ly □ Phan giao nhiem vu cong viec va danh gia thuc hien cong viec khong chat che, thudng xuyen, cong bang □ Thieu cac chuong trinh dao tao can thiet Ill □ Chat lupng cac chuong trinh dao tao chua cao, chua dap ung dupe nhu cau □ Trinh chuyen mon cua nhan vien thap, thieu ky luat cong viec □ Ban than khong tu hoc hoi 15 Khach san khong to chuc dao tao thuong xuyen de trang bi kien thuc chuyen mon va ky nang mdi vdi ly do: □ Do kinh phi han che □ Chi phi ton kem □ Anh hudng den cong viec □ Khdng can thiet □ Ly khac (cu the) 16 Neu ban than anh/chi khdng tu hoc hoi la do: □ Khdng muon hoc □ Khdng cd kinh phi □ Khdng cd dieu kien □ Thay khdng can thiet □ Ly khac (cu the) 17 Thong tin ngudi tra ldi: Gidi tinh: O Nam Tuoi: O Nu Chuc danh: Khach san: Trinh chuyen mon: Trinh tieng Anh: Ngoai ngu-2: Nganh hoc: OA Trinh do: OB OA O Dai hoc OC OB OC O Dai hoc Mire thu nhap thang: Dien thoai: Dia chi email: Xin chan cam on nhungy kien danh gid va gop y cua anh/chi Chuc anh/chi va gia dinh mqnh khoe, an khang thinh vwong!