THÔNG TIN TÀI LIỆU
MUC LUC • • DANI I Ml'C CAC CIIU VIET TAT DANH MUC SO DO, BANG BIEL PHAN MO DAU I CHtfONG I: CO SO LY LU AN VE HOAT DONG QUAN LY CHAT LUONG DICHVIJ TRONG KINH DOANH KHACH SAN 1.1 Tong quan ve chat lining dich vu khach san va quan ly chat lirong dich vu I J Chat hrmig dich vu khdch san 1.2 Quan ly chat lining dich vu kinh doanh khdch san 15 1.2 N’oi dung cua quan Iv chat lining dich vu kinh doanh khach san 23 1.2.1 A m hieu,cam ket ve chat lirong 23 1.2.2 Hieu biet mong dpi cua khdch hang 25 1.2.3 Thief lap tieu chitan chat hrpng dich vu 29 1.2.4 Xdy dung dpi ngu nhdn vien cd trinh phuc vu tot 34 7.2.5 Lap ke hoach, to chirc thirc hien 36 7.2.6 Kiem tra, ddnh gid thirdng xuyen qua trinh cung cap dich vu 36 1.2.7 Cai lien lien tuc bang vice dp dung vong Iron Deming 37 13 Sir can thief cua hoat dong quan ly chat luong dich vu kinh doanh \ r X z r khach san 38 1.3.1 Giup nang cao chat lirong dich vu cua khdch san 38 7.3.2 Giup gia tang loi nhuqn vd tqo nhung khdch hang ch ting tltdy cho khdch san 38 1.3.3 Giup tang khd ndng cqnh tranh vdgia tang thiphdn cho khdch san 39 1.3.4 Giup gitim thieu cdc chi phi kinh doanh cho khdch san 40 1.3.5 Giup moi ngtrdi hieu rd him vai trb ciia minh khdch san, biet rd trdch nhiem vd quyen han ciia minh nen chu dong thirc hieu edng vice 40 * 1.3.6 z r r Diim bdo ket hop thong nhdt cdc loai lai ich khdch hang, doanh nghiep vd xd hoi 41 CHUONG 2: THU’CTRANG HOAT DONG QUAN LY CHA I LUONG DICH VU TAI KHACH SAN VAN MTEU 42 2.1 Gioi thieu khach san Van Mieu 42 2.1.1 Licit sir hinh thank va phot trien khach san Van Mien 42 2.1.2 Crr can to chirc cua khach san Van Mieu 43 2.1.3 Cac hoat dong kinh doanh chiiyeu ctia khach san Van Mieu 47 2.1.4 Dae diem itgudn khach ctia khach san Van Mieu .49 21.5 Ket qua hoat dong kinh doanh cua khach san Van Mieu thdigian qua 2.2 Thue trang hoat dong quan ly chat luvug dich vu cua khach san Van Mieu 54 2.2.1 Thirc trang chat lirrrng dich vu cua khach san Van Mieu 54 222 Thirc trang hoat dong quan ly chat lirpng dich vu cua khach san Van Mieu 52 61 2.3 Danh gia hoat dong quan Iv chat liroug dich vu cua khach san Van Mieu 67 2.3.1 Nhimg ket qua dqt dtroc 67 2.3.2 Nhiing mat han cite hoat dong quan ly chat lirpng dich vu va nguyen nhan 69 CHUONG 3: MOT • SO GIAI PHAP NHAM HOAN TIIJEN HOAT * DONG * QUAN LY CHAT LUONG DICH VU TAI KHACH SAN VAN MIEU 73 3.1 Cac can cur de dua cac giai phap 73 3.1.1 3.1.2 Muc • tieu vd chien hare • kinh doanh cua khach san • Van Mieu 7.3 Sugia tang cua cac khach san cung thirhang tren dia him Hd Npi 73 3.2 Mot so giai phap nham hoan thicn hoat dong quan ly chat luxrng dich vu tai khach san Van Mieu 74 3.2.1 Am hieu va nd lire thirc hiett cac hoat dong lien quan din chid lupng 74 3.2.2 Hodtt tliicn xay dung lie thong cac quy tr'inh hirimg dim 77 3.2.3 Nang cao chat lirpng dpi ngu lao dong 80 3.2.4 Khuyen khidt lam vice theo nhdnt 84 3.2.5 Tang ctrimg edng tdc quan ly va str dung cd hieu qua nguyen nhien vat lieu, hang It da 86 3.2.6 Nang cao c hat hrqmg err sir hq tang ky th uat khach san 86 3.2.7 Hoim tliien quan ly hoat dong marketing 87 3.2.8 Tang ctrimg cite ntoi quan he 89 3.2.9 Tang ctrimg danIt gid va edi lien lien tuc chat lirpng dich vu 90 3.3 M$t so kien nghi 93 KET LU AN 95 DANH M^C TAI LIEU THAM KIIAO 96 DANH MUC CAC CHU VIET TAT KS : Khach san KI I : Khach hang SD : Sir dung THCV : Thirc hicn cong viec TQM : Quan ly chat lirong toan dicn DANH MVC SO' DO, BANG, B1EU DO SO DO Sudo 1.1: Mo hinh Scrvqual vc nam khoang each cua chat luang dich vu khach san 15 So 1.2 : Thu bac nhu cau hinh thap cua A.Maslow 27 Sa 1.3: Sy phan hoi ve dich vu 29 So 1.4: Qua trinh khach sir dung dich vu khach san 30 So 1.5: Quy trinh phuc vu khach 31 So 1.6 : Cac yeu to tac dong den dong lyc lam viec cua nhan vien 34 So 1.7: Quan dicm cua Deming vc vong tron PDCA cua Shewharl 37 So 2.1 Sa to chuc bo may khach san Van Mieu 43 So 2.2 Hinh thuc to chuc kenh tieu thu san pham dich vu khachsan 49 So 2.3: Moi quan he giua chat luang dich vu va sy thoa mancua khach hang 57 Sa 3.1: Quy trinh don va lam thu tuc check in cho khach 79 So 3.2: Mo hinh chudi lai ich dich vu khach san 80 BANG Co cau lao dong khach san Nam 2011 46 Co cau lao dong cac bo phan Nam 2011: 46 Ca cau trinh hoc van khach san Nam 2011: 47 Bang gia cong bo cac loai phong khach san Van Mieu Nam 2011 48 Hinh thuc to chuc kcnh tieu thu san pham dich vu khach san 49 Co cau khach quoc te va khach noi dia den khach san Van Mieu 50 Thong ke luat khach theo quoc tich cua khach san Van Mieu 51 Ket qua hoat dong san xuat kinh doanh khach san Van Mieu 52 Bang 2.8 Bang so sanh you cau cua khach san Van Mieu voi ticu chuan khach san lhanh cua Viet Nam 54 Bang 2.9: Su mong doi cua khach hang ve chat luong dich vu khach san 58 Bang 2.10: Sir cam nhan cua khach hang ve chat luong dich vu cua khach san 60 Bang 3.1 : So luong khach san tren dia ban Ila Noi nam 2008-2011 74 BIEL DO Bieu 2.1: Cor cau ty doanh thu cua khach san Van Mieu nam 2011 53 r TRUING DAI HOC KINH rf Qudc DAN - NGUYEN THI PHUONG HOAN THIEN HOAT DONG QUAN LY CHAT LUONG DICH VU TAI KHACH SAN VAN MIEU CHUYfiN NGANH: QU AN TRI KINH DOANH DU LICH VA KHACH SAN TOM TAT LUAN VAN THAC SY • HANOI-2011 « TOM TAT LUAN VAN Cung voi su phat trien cua boat dong du lich thi su canh tranh giua cac khach san nham thu hut cang nhieu khach cung cang gay gal Cac khach san mo rong quy mo so luong khach san, cai tao dau tu sua chua nang cap khach san cu, tang cuong them cac dich vu bo sung Chat luong dich vu khach san khong chi dung lai d co so vat chat vat chat ky thuat tao dich vu \ f f s * ma phu thuoc vao nhieu yeu to khac Nham dap ung nhu cau cang cao cua du khach, cac khach san phai khong ngung nang cao chat luong dich vu cua minh va huong den viec quan ly chat luong dich vu mot cach tot nhat Tuy nhien viec thiet lap he thong kiem tra va quan ly chat luong dich vu moi duoc quan tam o mot so khach san lon, khach san Cong ty TNHH Dau tu phat trien Khach san Van Mieu, duoc Su ke hoach va dau tu Thanh Ha Noi cap giay chung nhan dang ky kinh doanh 12 thang 08 nam 2005, chinh thuc di vao hoat dong tu cuoi nam 2006 Voi su canh tranh cang gay gat cua thi truong thi su hai long cua khach hang luon la moi quan tam hang dau cho su ton tai va phat trien cua khach san De thu hut duoc nhieu khach hang doi hoi Khach san Van Mieu phai thiet lap duoc he thong tieu chuan chat luong dich vu va quan ly he thong chat luong dich vu chat che Tuy nhien cho den nay, hoat dong quan ly chat luong dich vu cua khach san van chua duoc quan tam dung muc Nhan thuc duoc tam quan cua van de tren de tai "Hoan thien hoat dong quan ty chat luong dich vu tai khach san Van Mieu" duoc chon de nghien cuu va hoan luan van thac si kinh te Qua nghien cuu, toi mong muon he thong hoa ly luan co ban ve chat luong dich vu khach san va quan ly chat luong dich vu cua khach san Phan tich thuc trang hoat dong / f v r quan lv chat luong dich vu cua khach san Van Mieu Sau tong hop cac ket qua nghien cuu nham nhan cac uu diem de tiep tuc phat huy, phat hion cac ii chat lugng dich vu tai khach san Van Mieu Chat luong dich vu kinh doanh khdch san, theo each tiep can tir goc ngiroi tieu dung, chinh la sir thoa man ciia khach hang sau da sir dung dich vu cua khach san Ma sir thoa man, thco ket qua nghien ciru cua Donald M.DavidofT, dirge bdi bieu thirc tarn ly: Sy thoa man = sy cam nhan - sy mong dgi S P - E S = Satisfaction (Sir thoa man): Sy thoa man cua khach hang sau tieu dung dich vu P = Perception (Sir cam nhan): Cam nhan cua khach hang sau tieu dung dich vu E = Expectation (Sir mong dgi): Sy mong dgi trudc tieu dung dich vu cua khach hang r z * Chat lirgng dich vu la ket qua danh gia ciia khach hang dira tren mot so khia canh ciia san pham dich vu Chat lugng dich vu la mot qua trinh danh gia tich luy, hay chat lugng dich vu la mot trang thai tarn ly Theo each tiep can nay, Chat lugng dich vu khach san la mire cung cap dich vu toi thieu ma mot doanh nghiep khach san da lua chon nham thoa man muc cao nhu cau ciia thi truong khach hang muc tieu cua minh Bong z ' thai, muc cung cap dich vu da dugc xac dinh doi hoi phai dirge tri nhat quan suot qua trinh kinh doanh Dac diem cua chat lirgng dich vu kinh doanh khach san: Chat lugng dich vu khach san kho luong va danh gia; Chat lugng dich vu khach san doi hoi tilth nhat quan cao; Chat lugng dich vu khach san chi dugc danh gia chinh xac qua su cam nhan cua ngiroi true tiep tieu dung dich vu khach san; Chat luong dich vu khach san pliu thuoc vao qua trinh cung cap dich vu cua doanh nghiep khach san; Chat luang dich vu kinh doanh khach san phu thuoc vao nhicu nhan rtf to: Cac yeu to ben doanh nghiep nhu doi ngu nhan vien phuc vu true / f tiep, co sa vat chat ky thuat tao dich vu, str da dang cua cac dich vu duac cung cap dong thai; trinh to chuc quan ly cua khach san; nguyen, nhien vat r / f lieu, hang hoa Cac yeu to ben ngoai: Khach hang; moi tnrdng kinh tc; moi truang canh tranh; ca che, chinh sach quan ly cua nha nuac; cac yeu to van hoa, phong tuc tap quan, thoi quen lieu dung: F Quan ly chat hrang dich vu kinh doanh khach san: Theo ISO 9000 da xac dinh, Quan ly chat luang dich vu la tap hap nhung hoat dong cua chuc nang quan ly chung nham xac dinh chinh sach chat luang, muc dich, trach nhiem va thuc hien chung bang nhung phuang lien fl F r fl * # F nhu lap ke hoach, dieu khien chat luang, dam bao chat luang va cai tien chat ' fl X luang khuon kho mot he thong chat luang Theo ISO 8402(TCVN 5814): Quan ly chat luang toan dien la each quan r fl ly cua mot to chuc tap (rung vao chat luang dich vu, dua vao sir tham gia cua F % tat ca cac vien cua no nham dat dugc sir cong lau dai nha vice thoa man khach hang va dem lai lai ich cho cac vien cua to chuc va 4— • * • cho xa hoi Yeu cau cua quan ly chat luang dich vu kinh doanh khach san: F fl Quan ly chat luang dich vu phai nam a vi tri trung tarn cac boat dong cua khach san: quan ly chat luang dich vu phai dirge dinh huang boi khach hang; phai co Su lanh dao; quan ly chat luang phai co su tham gia cua moi ngurai; quan ly chat luang dich vu dua tren quan diem qua trinh; tinh he 82 yr r ve chat luong va quan ly chat luong dich vu khach san Moi ca nhan y thuc dugc vai tro cua minh, lam the nao de dat dugc muc tieu cua bo phan Xay r e r r dung loi song trung thuc, hgp tac, giup cung tien bo, tu nang cao r r r chat lugng phuc vu Giup nhan vien biet each danh gia chat lugng cdng viec cua minh phu hgp vdi viec danh gia chat lugng cua cdng ty, biet lam the nao de thay ddi neu can r Dinh ky hang nam danh gia lai chat lugng cua doi ngu lao dong, thi tay r dung doi ngu nhan luc dai han cd hieu biet, sang tao va trung Mgi ngudi phai thuc hien cdng viec theo dung quy dinh de ra, neu vi pham se bi xu ly, dam bao chinh sach danh gia cdng bang, hieu qua Hoan thien cdng tac phan tich cdng viec, xac dinh tieu chuan thuc hien cdng viec va danh gia thuc hien cdng viec cua nhan vien Thu hai, hoan thien chinh sach dai ngo nguon nhan lyc mang tinh dai han Thuc hien nghien cuu anh hudng cua tien luong va tien thudng den hieu qua lam viec cua nhan vien Cor cau lai thu nhap cho ngudi lao dong, dam bao tinh cdng bang, kich thich nang cao nang suat lao dong Co cau thu nhap hang thang cua ngudi lao dong cd the dugc tinh nhu sau: r Thu nhap = Luong cung + Phu cap + Tien thudng Trong do: Luong cung: 40% Phu cap luong: 30% Thudng: 30% Luong cung cung phai dua tren cdng hien cua ngudi lao dong, khach r r san nen dua cac muc luong co ban khac ddi vdi tung ca nhan, ddi vdi nhan vien lau nam, ddi vdi nhan vien mdi lam viec Nhu vay se khuyen khich nhan vien trung va lam viec lau dai tai khach san 83 t r r Phu cap luong la muc phu cap trach nhiem, phu cap nho, cac phu r cap khac Cac hinh thuc thuong co the su dung nhu: thuong nang suat, chat lupng, tiet kiem, sang kien, theo ket qua kinh doanh, tim kiem duoc khach hang, dam bao hoac vupt gio lam viec, long trung thanh, tan tam voi khach san, co tich dac biet, Cac loai phuc lpi: Tang muc luong dong bao hiem xa hoi, bao hiem y r r , te, bao hiem that nghiep cho nguoi lao dong, tang trp cap bua an giua ca cho nguoi lao dong, trp cap om dau, thai san, Su dung chinh sach thuong phat de thay doi hanh vi cua nguoi lao r r dong Khuyen khich su cong hien cua nhan vien, nhan vien lam lau nam kinh nghiem thi dupc dai ngo cao, nang suat lao dong cao thi thu nhap cao, suy cho cung nguoi lao dong co dam bao dupc cuoc song cua ho thi ho moi cong hien cho khach san dupc lau dai Trong khach san can co su phan cap, phan quyen ro rang, moi nguoi phai thuc hien dung pham vi quyen han va trach nhiem cua minh Ban lanh dao can thuc hien cac bien phap nhu: giao duc tam ly, bien phap kinh te, bien phap hanh chinh Su dong vien, hoi han, quan tam, nhung < \ x z loi khen, khuyen khich kip thoi se co nhung tac dong ve mat tinh than rat lon de nang cao tinh tu giac va su nhiet tinh lao dong cua ho thuc hien nhiem vu Khuyen khich nhan vien tu hoan thien minh, cai thien cong viec cua minh < X/9 Tbw ba, cung cap cac thong tin va phuong tien can thiet de nhan vien hoan cong viec cua minh Xay dung cac huong thuc viec cong viec chi tiet de nhan vien de dang thuc hien 84 Thu- tu, xay dung van hoa doanh nghiep, moi trudng lam viec than thien, hieu qua Ban lanh dao xay dung moi trudng lam viec than thien, tao cho nhan vien cam giac an toan lam viec Ban lanh dao phai quan tam, r r lang nghe nhung y kien cua nhan vien, ton va xay dung long tin A nhan vien de ho tang nang suat va lam viec hieu qua Thu sau, thiet lap moi quan he vdi cac trudng dao tao ve lmh vuc kinh r a doanh khach san nhu: trudng Dai hoc Kinh te Quoc dan, trudng Cao dang Du lich Ha Noi, cac trudng trung cap, trudng dao tao nghe de tao nguon nhan luc tuyen dung co nhu cau Trong qua trinh hoat dong co the thue chuyen gia, giang vien cua cac trudng ve dao tao nang cao nhan thuc ve nghiep vu chuyen mon cho ngudi lao dong r 3.2.4 Khuyen khich lam viec theo nhom Ban chat cua cdng viec cung cap dich vu khach san chi rang su hai long cua khach hang se tang len nhan vien lam viec theo nhom hieu qua a r a •> Khach san phai tao dieu kien ve vat chat va moi trudng cho moi ngudi co the tham gia vao quan ly chat luong dich vu cua khach san r r Cac bo phan chuc nang phai co su phoi hop, lien ket giua cac bo phan A A ~ Ket qua cua bo phan la dau vao cho bo phan Bo phan le tan phai thong tin kip thoi, chinh xac thoi gian khach luu tru cung nhu thoi gian khach tieu dung dich vu de dam bao bo phan buong phong, bo phan nha hang cung r r cap dich vu luu tru va dich vu an udng hieu qua Xay dung nhom lam viec hieu qua, xac dinh cac nhom can cd r a khach san hoat dong tren ngyen tac tinh than va tu nguyen cung cd muc tieu chung la cai tien chat luong dich vu khach san Moi ca nhan rieng le khong cd su lien ket hop tac vdi thi kho cd the dat duoc su hoan chinh viec giai quyet nhung thac mac, true trac so 85 voi sir hgp tac cua nhieu ngudi, vay ma hinh thuc hgp tac nhdm se mang lai mot hieu qua cao viec cai tien chat lugng dich vu khach san Tinh r > \ r r t than hgp tac nhdm tham nhuan rong rai la bo phan thiet yeu de thuc hien cai Ban lanh dao khach san phai tao dieu kien cho moi vien thay dugc trach nhiem cua minh, cua nhom cong viec bang each trao cho hg > r r r r quyen tu quyet va phai thua nhan nhung dong gop, y kien, hay nhung co gang budc dau cua hg Chinh tinh than trach nhiem lam sinh long tu hao, su hai long voi cdng viec va viec lam tot hon Su hgp tac nhdm dugc hinh tu long tin cay, tu trao ddi y kien va dac biet la sir thdng hieu cdng viec cua cac vien ddi vdi nhung muc tieu, ke hoach chung cua khach san Cac hoat dong quan ly va cai tien chat lugng doi hoi phai cd su hgp tac nhdm va cac mdi quan he tuong ho lan Mdi nhan vien can dugc huan luyen ti mi ve cac quy trinh, tieu chuan chat lugng dich vu lien quan den cdng viec cua ho cung nhu nhung nghiep vu va nhung khai niem mang tinh he thdng Hg cung phai hieu ro nhung yeu cau cua khach hang ben cung nhu ben ngoai cua minh, biet su dung cac cdng cu thdng ke va dugc khuyen khich dam r bao muc tieu cai tien cua khach san Cac nhdm trudng cd trach nhiem huan luven cho cac vien nhdm cua minh va phai dugc tien hanh thudng xuyen Cac nhdm thudng la tap trung vao cac van de cu the, qua sir phan tich, thao luan, dua y kien cua cac vien se chgn cac giai phap tdi uu, kha thi nhat Khach san cd the mdi chuyen gia den de dao tao va huan luyen cho nhan vien cac ky nang ve quan ly chat lugng, cung nhu ky nang lam viec nhdm, phat huy noi luc cua mdi vien khach san 86 rwx r" w x r sx ■> J tr ' r • • sx 3.2.5 lang cu’ffng cong tac quan ly va su dung co hieu qua nguyen nhien vat lieu, hang hOa •t r r r De cung cap dich vu vdi chat luong cao thi khach san phai kiem soat chat che chat luong cua cac yeu to dau vao Tinh luong ton kho hop ly, de dam bao nguyen nhien vat lieu hang hoa khong bi giam chat luong, cung nhu kiem soat duoc han su dung Thong ke so luong hang hoa chinh xac, lap ke x r hoach nhap hang hoa vat tu hop ly, dam bao viec cung cap dich vu duoc day du, kip thoi To chuc tot cong tac thu mua hang hoa, nguyen vat lieu dau vao nhu: thuc pham, uong, ban chai, kem danh rang, xa bong, tam bong, luoc, chan r r x r ga, goi dem Dam bao hang nhap dung ve chung loai, so luong, chat luong, thoi gian cung cap, lua chon nha cung cap co uy tin r Hang thang, hang quy, hang nam thuc hien danh gia lai nha cung cap, lua chon nha cung cap moi can thiet Chat luong cua cac yeu to dau vao la x x •> r r dieu kien can de cung cap dich vu cho khach hang co chat luong cao r Thuc hien tiet kiem, tranh lang phi qua trinh su dung nguyen nhien vat lieu, hang hoa Thuc hien tiet kiem dien, nudc, dinh muc tieu dung x r r nguyen vat lieu phu hop, thu hoi va tan dung phe lieu, phe pham Thuc hien thu gom, phan loai, xu ly rac thai theo dung quy dinh, ve sinh sach se cac kho chua nguyen nhien vat lieu, hang hoa va cac khu vuc cong cong r x 3.2.6 Nang cao chat luong co’ so’ tang ky thuat khach san Co so tang ky thuat khach san phai dam bao cho viec cung ung dich vu Khach san co tien nghi, he thong van chuyen va thong tin phuc vu cac nhu X cau tac nghiep, co cac tai lieu tac nghiep va tai lieu ky thuat Doi ngu bao ve - ky thuat phai kiem tra tinh trang van hanh trang thiet bi thuong xuyen, thay vi 87 r x hong thi sura bang viec bao dudng, bao tri thuong xuyen trang thiet bi, dam bao luon tinh trang san sang phuc vu khach r x x r r r x r Mot so hang muc nhir dieu hoa, bon tam, ban ghe da xuong cap can dupe thay moi Thay mdi may tinh tai sanh don khach de dam bao may tinh x r hoat dong vdi toe nhanh khach co nhu cau dung Viec sua chua, thay • • • ' moi kip thoi se giup khach san giu chan dupe khach hang va co them nhieu khach hang mdi Trang bi them may tinh cho bo phan nha hang thuc hien viec quan ly chi tieu cua khach tai nha hang, ket noi vdi may tinh le tan tich hop vdi phan mem quan ly khach san nha hang nhu vay se thuan tien cho nhan vien thuc x r r hien cdng viec Thay vi phai viet hoa don bang tay va chuyen xuong bo phan dang cap nhat 3.2.7 Hoan thien quan ly hoat (tong marketing * Khach san nen lap rieng bo phan marketing thay vi cac can bo tai cac bo phan kiem nhiem Cdng viec marketing can dupe thuc hien lien tuc moi luc moi noi, dpi ngu lao dong true tiep cung chinh la nhung ngudi r r marketing cho khach san Xac dinh ke hoach va chien lupc marketing hang nam, chuan bi ngan sach va ke hoach hanh dong Ke hoach marketing dupe chi tiet hang thang, hang quy, hang nam va quy dinh rd la ngudi thuc hien, each thuc thuc hien va thuc hien nao.Hang thang, xem xet viec thuc hien r r r r ke hoach va cac ket qua dat dupe Thu thap so lieu thong ke va qua trinh dien r •> r x bien de so sanh Xin y kien cua khach hang ve dich vu cua khach san de dua cac bien phap khac phuc, phdng ngua va cai tien kip thoi * Hoan thien chinh sach gia: ap dung chinh sach linh hoat, xay dung co che hoa hong de thuc day dai ly lu hanh ban le, cac cong ty du lich, Muc gia 88 co the dirge dieu chinh vao mua vu du lich, vao luong khach, tinh hinh khach den khach san tung thoi ky Chao gia giam cho nhung khach di kern, luu tru dai ngay, hoac chao gia uu dai mua thap diem cho nhung khach da tung den khach san cung la diem khach san can quan tam * Day manh hoat dong cham soc khach hang va xue tien ban: Nghien cuu thi truong giup khach san biet duoc khach hang cua khach san co nhu cau gi va khach san phai lam gi de dap ung nhung nhu cau Phai hieu rd khach hang cua khach san la ai, nhu cau cua khach hang la gi thi khach san moi biet duoc can phai lam gi de thoa man nhung nhu cau Bo phan marketing se trien khai cac hoat dong de lam khach hai long nhat va dat duoc doanh thu cao nhat Tang cudng quang cao qua hinh thuc truyen mieng, nhd mdi quan he mat thiet giua doi ngu nhan vien vdi khach, giua ban lanh dao khach san voi khach cung vdi nhung trai nghiem ma khach co duoc khach se ke voi nhung ngudi ban cua minh, khach se la ngudi quang cao cho khach san Day la hinh thuc quang cao rat hieu qua, la diem then chot cho cong cua bat ky khach san nao * Mot nhung cong viec chinh cua ngudi quan ly khach san la tim kiem, nghien cuu va phat trien thi truong De thu hut khach den khach san, doi hoi nha quan ly phai quan tam den hoat dong hang de co hanh dong phu hop va dung luc Khach san tang cudng quan ly viec quang cao thong qua mang internet, quang cao bang trang web cua khach san, quang cao thong qua cac trang web khac, dang ky trang web vdi nhieu cong cu tim kiem khac va cac tu khoa lien quan den khach san Day manh cap nhat, bo sung thong tin dich vu khach san cung nhu thong tin du lich tren website cua khach san, cap nhat them muc y kien khach hang tren website Nghien cuu doi mdi each thuc quang ba dich vu khach san theo hudng trng dung manh me cong nghe thong tin 89 r 3.2.8 Tang cudng cac nidi quan he Trong moi trudng kinh doanh nhu hien nay, de ton tai khach san phai tri khach hang ma can phai tang cudng cac mdi quan he sau: Thu nhcit, tang cudng mdi quan he vdi khach hang: khach san khong the dam bao rang, khach san co biet het nhu cau ma khach hang thudng xuyen yeu cau khong Vi vay, khach san phai giu lien lac vdi khach hang, thudng xuyen tham y kien khach hang de xac dinh nhung nhu cau va mong doi luon thay doi cua khach hang Khach san phai xay dung long trung khach hang, khach hang se lua chon dich vu ma ho quen dung, dua tren moi quan he da cd Su phat trien mdi quan he dan den khach hang cam nhan y y ve dich vu, cam nhan ve nha cung ung va co su dong cam Khach hang se tang them trung vdi nhung khach san giai quyet duoc cac van de lien quan den ho Viec xay dung long trung la trach nhiem cua bat cu khach san Thu hai, tang cudng lien ket vdi cac khach san tren cung dia ban Phuong, Quan de tang kha nang ban phong va dap ung nhu cau cua khach hang Khach san vdi quy md vdi sd phdng khong nhieu ma doi tuqng khach chinh lai la qua cdng ty lu hanh, muon tri duoc khach hang truyen thdng thi khach san phai dam bao cung cap du sd luong phdng ma khach hang yeu cau Viec cd mdi quan he than thiet vdi cac khach san tren cung mot dia ban, chia se thdng tin, giup khach san co nhieu thdng tin ve khach hang cung nhu thdng tin ve cac nha cung cap dau vao dam bao Cung nhu each thuc de thuc hien dung cac quy dinh cua co quan quan ly cac cap Tu thong tin cong suat phong, luong khach cua khach san cung thu hang tren dia ban cung giup cho khach san biet duoc hieu qua hoat dong kinh doanh cua khach san minh Khach san da lam tot chua, luong khach cd tang, giam theo xu the chung khong, tu dua bien phap de khac phuc va doi mdi 90 Thu- ba, tang cudng mdi quan he vai cac ca quan quan ly ve linh vuc kinh doanh khach san Cu the, tang cudng moi quan he vai So van hoa the thao va du lich Ha Noi, co quan cong an, de dam bao khach san thuc hien dung cac quy dinh tu dau va can su ho tro can thiet Thu- tu-, tang cuong mdi quan he vdi cong dong dia phuong Khong chi A quan tam den hoat dong kinh doanh cua rieng khach san, khach san nen tham gia nhung chuong trinh cong dong dia phuong to chuc r r 3.2.9 Tang cuong danh gid vd cai tien lien tuc chat luong dich vu * Tang cuang danh gid chat luong dich vu: Khach san su dung cac cdng cu thong ke qua trinh cung cap dich vu, thuc hien danh gia tren cac du lieu da thong ke > Thuc hien danh gia noi bo: Giam doc dieu hanh lien tuc kiem tra, danh gia thuong xuyen qua trinh cung cap dich vu phuc vu khach de phat hien va \ r r r tich cue tim kiem co hoi nham cai tien chat luong dich vu khach san Viec cung cap dich vu cho khach hang phai dam bao thuc hien dung quy trinh, hudng dan phuc vu Giam sat viec thuc hien quy trinh va dieu chinh xuat hien su lech hudng Chu trinh phai duoc tiep tuc va moi nhan vien phai nhan duoc day du y r \ 99 kien phan hoi cua ban lanh dao cung nhu cua khach hang de ho cd the nhan thuc day du ve muc hieu qua cdng viec ho da lam Neu nhan vien lam tot thi khen ngqi va dong vien kip thoi, neu ho lam chua tot thi thong bao cho ho nhung dieu can phai thay doi, chinh sua Cach thuc kiem tra danh gia toan bo qua trinh cung cap dich vu tir dau vao, kiem soat cac budc cua qua trinh cung cap dich vu, each thuc chap nhan ** y r r hay bac bo loi ve chat luong, each thuc khac phuc, phdng ngua Danh gia noi bo cd the dua cac cau hoi: Anh/chi da lam cdng viec gi thang trudc va ket qua the nao? 91 Anh/chi dang dam bao chat luvng dich vu nhu the nao? Ban lanh dao co the lam g'i de giup anh/chi dat dupc muc tieu? Co kho khan gi xay qua trinh thuc hien cong viec cua anh/chi? Anh/chi co muc tieu va y tuong gi thang toi? > Danh gia su thoa man cua khach hang ben ngoai: danh gia dich vu A r bang cach xin y kien cua khach hang can phai xay dung chuong trinh cho moi r r •> r r dpt danh gia Lap bang khao sat y kien de chon lua tat ca nhung yeu to nao co the lam hai long cua khach hang, can co quy dinh ve viec lua chon khach hang phu hop cho viec danh gia va co su giai thich, ho trp day du de giup khach hang thuc hien viec danh gia mot cach chinh xac r > Ket qua cua qua trinh danh gia phai xac dinh dupc: dich vu hien tai cua khach san nhu the nao, dich vu co dap ung dupc yeu cau, khach hang co hai long khong, van de nao can cai tien, cai tien bang cach nao > Tan suat thuc hien danh gia: Hang theo doi phan nan, phan hoi, yeu cau cua khach hang; theo doi cac thong tin giao dich; nghien cuu khach hang moi, khach hang khong hai long va khach hang da ngung su dung dich vu; theo doi ket qua dat dupc cua dich vu Hang va hang thang theo doi cac bang bao cao cua nhan vien r r r Hang quy tien hanh khao sat y kien cua nhan vien, tham y kien khach hang r Hang quy hoac nua nam tien hanh khao sat thi truong Sau thang den mot nam tien hanh kiem tra lai dich vu Khi can thiet co the thuc hien phong van nhom khach hang muc tieu A r * Giai quyet: phan nan khieu nai cua khach hang: Khach hang khong hai lOng ho co the khong noi gi, co the noi ra, co the buc tuc, co the noi gian Du bang hinh thuc nao thi day cung la diem that bai r r cua khach san, ban lanh dao phai lang nghe va hoi y kien khach hang Khach 92 hang phan nan la co hoi de khach san thay doi dam bao loi ich tirong lai viec khac phuc dich vu hien tai Khi khach hang phan nan khach san phai dieu chinh nhanh chong, thua nhan loi khong bao chua, bien ho Phai lang nghe, hieu quan diem cua khach hang, khong cai va, buoc toi hay che nhao khach, biet on nhung tinh cam cua khach hang Khuyen khich khach hang gop y, tao dieu kien de khach hang noi
Ngày đăng: 06/04/2023, 21:33
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