Những giải pháp chủ yếu hoàn thiện quản trị đón tiếp của một số khách sạn nhà nước tại hà nội

BO• GIAO DUC VA DAO TAO • • TRUONG DAI HOC KINH TE QUOC DAN oOo - VUONG QUYNH THOA NHUNG GIAIPHAP CHU YEU HOAN THIEN QUAN TRI DON TIEP CUA MOT SO KHACH SAN NHA NUUC TAI HA NOI Chuyen nganh: Quan tri Kinh doanh Du lich & Khach san daihocktqd' TRUNGWk THONG TIN THUVIEN 6J LUAN VAN THAC SY QUAN TRI KINH DOANH NGL’d'l HUONG DAN KHOA HOC: TS Nguyen Dinh Hod HANOI - 2005 MUC LUC Trang phu bia Muc luc Danh muc mo hinh, hinh ve, mAu luan van Danh muc so do, bang luan van Trang Phan mo dau Chitong I: Co so ly luan ve quan tri don tiep kinh doanh khach san 1.1 Khai quat ve hoat dong kinh doanh khach san 1.2 Quan tri don tiep kinh doanh khach san 1.2.1 Khai niem, vai tro, nhiem vu cua bo phcindon tiep 1.2.2 Khai niem va chtrc nang cua quan tri don tiep 10 1.2.3 Noi dung cua quan tri don tiep 13 1.2.3.1 Quan tri he thong co so vat chat ky thuat khu vtrc 13 quay don tiep 1.2.3.2 To chtrc va quan ly lao dong don tiep 18 1.2.3.3 Quan tri qui trinh don tiep 32 1.2.3.4 Bao cao ket qua 37 Chitong II Thue trang ve quan tri don tiep cud mot so khach san 40 nha node tai Ha Noi 2.1 Khai quat tinh hinh kinh doanh khach san tren dia ban Ha Noi 40 2.2 Thtrc trang ve quan tri don tiep tai cac khach san khao sat 42 2.2.1 Khai quat ve hoat dong kinh doanh cua cac khach san 42 2.2.2 Thtrc trang ve quan tri don tiep tai cac khach san 49 2.2.2.1 Thue trang quan tri he thong co so vat chat 49 ky thuat khu vuc quay don tiep 2.2.2.2 Tham gia quan tri nhan luc tai bo phan don tiep 54 2.2.2.3 Thue trang quan tri quy trinh don tiep 65 2.2.2.4 Bao cao ket qua 71 2.3 Nhan xet ve quan tri don tiep tai cac khach san khao sat, 72 nguyen nhan va rut nhung van de can giai quyet Chuang III: Nhung giai phap chu yeu va dieu kien thuc hien 80 giai phap nham hoan thien quan tri don tiep tai mot so khach san nha nude a Ha Noi 3.1 Nang cao nhan there cua lanh dao va nhan vien don tiep 80 ve tarn quan cua hoat dong don tiep khach 3.2 Hien dai hoa va dong bo hoa he thong trang thiet bi khu vuc 81 quay don tiep 3.3 Nang cao nang luc quan ly cho cac nha quan tri don tiep 86 3.4 Hoan thien co cau, to chuc bo phan don tiep va moi quan he 99 cua cac bo phan phuc vu don tiep khach 3.5 Nang cao chat luqng doi ngu nhan vien don tiep 100 3.6 Hoan thien quan tri quy trinh don tiep khach 101 3.7 Tang cuong khen thuong va ky luat 114 PHAN KET LUAN 117 TAI LIEU THAM KHAO 119 PHU LUC DANH MUC MO HINH, HINH VE, BIEU MAU TRONG LUAN VAN So, ten mo hinh, hinh ve, bieu mdu Trang Mo hinh 1.1 Churc nang cua nha quan tri don tiep khach san 11 Mo hinh 1.2 Co cau to chtrc bo may dien hinh cua bo phan don tiep 22 khach san Mo hinh 2.1 Co cau to chtrc lao dong tai bo phan don tiep cua cac 55 khach san Mo hinh 3.1 Quay don tiep khach san ban tu dong 84 Mo hinh 3.2 Quay don tiep khach san tu dong hoa hoan toan 85 Hinh 1.1 Quay don tiep khach san 14 Hinh 1.2 Gia thong bao tinh trang phong 15 Hinh 1.3 May kiem tra the tin dung 17 Mau 3.1 Danh gia ket qua cong viec bang phuong phap tmh diem 97 Mau 3.2 Danh gia ket qua cong viec bang phuong phap tinh diem 98 Mau 3.3 Du bao so phong co khach 10 108 Mau 3.4 Du bao phong 109 DANH MUC SO DO, BANG TRONG LUAN VAN So va ten sa do, bans Trang So 1.1 Quy trinh phuc vu don tiep khach 33 So 3.1 Quy trinh nhan dat phong khach san 103 So 3.2 Quy trinh don tiep va lam thu tuc nhap khach san 110 So 3.3 Quy trinh thi hanh ky luat 115 Bang 2.1 Doanh thu phong va cong suat su dung phong KS Kim Lien I 43 Bang 2.2 Ket qua kinh doanh cua khach san Sai Gon nam 2004 45 Bang 2.3 Ket qua kinh doanh cua khach san Cong Doan 46 Bang 2.4 Ket qua kinh doanh cua khach san Hoa Binh 47 Bang 2.5 Ket qua kinh doanh cua khach san Thdng loi 49 Bang 2.6 Danh gia he thong thiet bi tai quay don tiep cua cac khach san 50 Bang 2.7 Tinh hinh doi ngu lao dong don tiep tai cac khach san khao sat 58 Bang 2.8 Tinh hinh doi ngu lao dong quan ly don tiep tai cac khach san 59 khao sat A PHAN AI() DAU Tinh cap thiet cua de tai Cac chuyen gia kinh te da khang dinh, de mot hoat dong kinh doanh dat hieu qua khong the khong can den su nd luc cua cac nha quan tri gioi Hoat dong kinh doanh cua mot khach san cung se khong the cong neu khach san thieu di nhung nha quan tri co nang luc Cong nghe don tiep khach san mo dau cho cac cong nghe phuc vu khac hoat dong kinh doanh khach san Su tiep xuc cua khach vcfi khach san trudc het va chu yeu la thong qua su phuc vu cua bo phan don tiep Su cam nhan cua khach ve khach san dupe hinh chu yeu bdi an tupng cua ho doi vdi bo phan Cho nen, don tiep khach dupe coi nhu la mot nghe thuat: Nghe thuat thuyet phuc khach hang, bdi vi chi mot so suat nho tu phut dau gap go cung du lam cho khach mat cam tinh Tren thuc te, viec nhan there va ling dung ly luan quan tri don tiep hien dai mot so khach san nha nude tai Viet Nam va ca linh vuc dao tao nhieu han che va kho khan Do vay, viec he thong hoa cac ly luan ve quan tri don tiep khach cua khach san va dua cac giai phap nhdm hoan thien hoat dong cho cac khach san nha nude tai Ha Noi noi rieng, tai Viet Nam noi chung cd mot y nghTa rat ldn ve mat ly thuyet cung nhu thuc tidn Xuat phat th nhung ly co ban tren, vdi mong muon dong gop mot phan nho be vao su phat trien cua nganh kinh doanh khach san Viet Nam hoc cua mot so khach san nha nitoc tai Ha Noi lam dd tai nghien chu Muc dich va nhiem vu nghien cuu cua luan van 2.1 Muc dich nghien citu cua luan van Muc dich tong quat cua luan van la dua nhung giai phap chu yeu nhSm hoan thien quan tri don tiep cua mot so khach san nha nude tai Ha Noi 2.2 Nhiem vu nghien cCtu vu the cua luan van De dat dunc muc dich nghien cuu tren, luan van co ba nhiem vu nghien cun cu the sau: • Nghien cuu va he thong hoa cac ly luan vS quan tri don tiep kinh doanh khach san • Phan tich thuc trang ve quan tri don tiep mot so khach san nha nudc tai Ha Noi,tim nhung ton tai hoat dong • Dua tren nhung ket luan cua hai nhiem vu nghien cuu tren, luan van se dua nhung giai phap chu yeu hoan thien quan tri don tiep cua mot so khach san nha mucc tai Ha Noi, giup cho cac khach san nang cao kha nang thu hut khach den khach san Doi t itung vv ppam vi nnhien c cu c ua uan vvn 3.1 Doi tu'o'ng nghien cuu cua luan vnn - He thong cac ly luan ve quan tri don tiep kinh doanh khach san - Quan tri cac hoat dong don tiep moi lien he vdi moi trudng kinh doanh cUa khach san nha nuo’c tai Ha Noi - Nhung giai phap chU yeu hoan thien quan tri don tiep cUa mot so khach san nha nuCc tai Ha Noi 3.2 Pham vi nghien cftu caa luan vnn - Cac ly luan ve quan tri don tiep kinh doanh khach san - Quan tri don tiep cUa mot so khach san nha muCc dat tieu chuan xep hang sao: Khach san Cong Doan, Kim Lien I, Sai gon, Hoa Binh, Thang Lni nnm 2005 Luan van khong ngh^ cu’u sau hoat dong toan cUa cac khach san - De nhung giai phap cu the nham hoan thien quan tri don tiep kinh doanh cUa mot so khach san nha nucrc tai Ha Noi Phuong phap nghien cuu Luan van sir dung tong hop cac phuong phap nghien ctru nhu: Thong ke; quan sat; dieu tra-lay mSu; y kien chuyen gia; phan tfch va tong hpp.v.v Nguon thong tin tu lieu dupe lay tir hai nguon chfnh sau: - Thong tin so cap: Bao gom thong tin thu thap duoc tir mot so khach san qua cac phieu dieu tra, thong tin tir ghi chep noi bo, quan sat - Thong tin thu cap: Sir dung cac thong tin da duoc nghien ctru va cong bo de phan tfch, so sanh, khai quat Nhung dong gop chinh cua luan van Theo muc dfch nghien ctru dat ra, bang viec hoan thien he thong If luan ve quan tri don tiep khach san, luan van gop phan ciing co, bo sung, lam phong phu co so khoa hoc de ap dung vao thirc tibn kinh doanh khach san tai Viet Nam, dac biet lmh vuc dao tao B KET CAU CUA LUAN VAN Vdi muc dfch, nhiem vu, doi tupng, pham vi va phuong phap nghien ctru, ngoai phan mo dau va ket luan, luan van du’pc ket cau lam chuong: Chuang 1: Co so ly luan v£ quan tri don tiep kinh doanh khach san Chuong 2: Thue trang quan tri don tiep cua mot so khach san nha nude tai Ha Noi Chuong 3: Nhung giai phap chit yeu hoan thien quan tri don tiep cua mot so khach san nha nude tai Ha Noi C KET LUAN Chirong I CO Sd LY LUAN VE QUAN TRI DON TIEP TRONG KINH DOANH KHACH SAN 1.1 Khai qudt ve hoat dong kinh doanh khach san Trude nghien cuu ve quan tri don tiep kinh doanh khach san, can thiet phai tim hieu nhung noi dung co ban ve khai niem, dac diem hoat dong, khach hang va san pham cua khach san 1.1.1 Khai niem kinh doanh khach san Cac chuyen gia linh vuc khach san thudng sir dung khai niem: Kinh doanh khach san Id hoat dong cung cap cac dich vu phuc vu nhu cau nghi ngoi, an uong va cac dich vu khde cho khach Kinh doanh khach san la hoat dong kinh doanh tren co so cung cap cac dich vu luu tru, an uong va cac dich vu bo sung cho khach nhSm dap ung nhu cau cua ho tai cac diem du lich va mang lai loi (ch kinh te cho cac co sb kinh doanh Hoat dong kinh doanh khach san khong chi cung cap cho khach nhung dich vu cua khach san ma dong ihdi lam moi gidi cho viec tieu thu dich vu cua cac nganh khac cua nen kinh te qub'c dan nhu': dich vu buu dien, dich vu ngan hang, dich vu thong tin, dich vu van chuyen, dien nude v.v 1.1.2 Khach hang cua kinh doanh khach san Ta cd the coi khach cua khach san la tat ca nhung cd nhu cau tieu dung san pham cua khach san Ho cd the la: khach du lich thuan tuy, khach thuong gia, khach cong vu va ca ngu'di dan dia phuong hoac bat ky lieu dung nhu’ng san pham don le cua khach san (massage, mot bua an trua, to chtrc mot bua tiec cudi ) Nhu vay, khach hang cua khach san la ngitoi tieu dung san pham cua khach san khong gidi han bbi muc dich, thoi gian, va khong gian tieu dung Khi tim hieu thi tnrdng khach, cac nha nghien cu'u thudng sir dung cac lieu thuc sau de phan loai khach cua khach san Can cit vao tinh chat tieu dung va nguon gdc cua khach - Khach la ngudi dia phuong - Khach khong phai la ngudi dia phuong > Can cii vao muc dich dong co cua chuyen di cua khach - Khach la ngudi di vdi muc dich nghi ngoi, thu gian - Khach la ngudi di vi muc dich cong vu - Khach la ngudi di vi muc dich tham than - Khach la ngudi di vdi cac muc dich khac > Can cu vao hinh thuc to ch lie tieu dung cua khach - Khach tieu dung san pham cua khach san thong qua su giup cua cac to chuc trung gian - Khach tir to chiic tieu dung san pham cua khach san Ngoai ngudi ta phan loai khach cua khach san theo mot so tieu thuc khac nhu : theo tuoi, gidi tinh, theo doan, di rieng le hay theo dai thdi gian lu’u tru Viec phan loai khach cang chi tiet se giup cho viec xay dung chfnh sach san pham cang bam sat vdi nhu cau khach hang tir dd nang cao hieu qua hoat dong thu hut khach va hieu qua hoat dong kinh doanh cua khach san 1.1.3 He thong san pham cua khach san San pham cua khach san la tat ca nhung hang hoa va dich vu ma khach san cung cap nhlm dap ling nhu cau cua khach hang ke tir ho lien he vdi khach san lan dau dang ky phong cho tdi tieu dung xong va rdi khdi khach san Neu xet tren gdc ve hinh thitc the hien thl ta cd the thay san pham cua khach san bao gom * San pham hang hoa: La nhung san pham huu hinh (cd hinh dang cu the) ma khach san cung cap nhu thuc an, uong, hang luu niem, cac hang hoa khac duoc ban khach san MAU 2.6 SO DO TINH TRANG PHONG KHACH SAN HOA BINH Ngay thang nam 2005 True don tiep ca sang: True don tiep ca chieu: True don tiep ca toi: 107 120 134 247 108 121 291 Tong so - Khach nude ngoai: So phdng: - Khach Viet Nam: So phong: 119 132 212 MAU 2.7 THONG KE KHACH NUOC NGOAI,VIET KIEU TAM TRU (Dung de nop cung phieu tam tru ve cong an phtedng) Ngay thang nam 2005 Khach san :Hoa Binh So Khach tam 77 tru 01 Irac Tong so Tong so khach mdi Khachluu Cac Cac nude nude dao hoi khac Ngudi nude ngoai 02 Viet kieu Tong cong Nhirng van de Ngudi nude ngoai lien quan den Viet kieu ANTT can chuy Irac Cac Cac nude nude dao hoi khac Tong Cong Mdi Trong nhap ednh den Tinh, phokhac den 10 MAU 2.8 BAO KHACH AN SANG KHACH SAN HOA BINH Ngay thang nam 2005 Tong so khach: Ngudi bao: (Don tiep nop cho Ban-Bep trudc 21h00,nhung khach ve muon phai bao bo xung day du) Doi tuong khach Tong sd Sd phong,sd khach Ghi chu Quoc tich khach titng phdng (Ghi rd nhung khach (Khach VIP ghi rd ho khong ngu tai khach san ten) dem trudc) Doan du lich Khach le Khach VIP MAU 2.9.bAo CAo DOANH THU KHACH SAN KIM LIEN I Ngay thang nam Doanh Nha thu (lOOOd) Tong sd Tong sd phdng Khach nude ngoai Khach Viet Nam Luoi Ngay Luot Ngay khach khach khach khach 11 MAU 2.10.BAO CAO KHACH KHACH SAN KIM LIEN I Thang nam Stt Khoan muc Nha Nha Nha Tong so Cong don Litfft Ngay Litfft Ngay Litfft Ngay Litfft Ngay Litfft Ngay khach khach khach khach khach khach khach khach khach khach Tong so Khach quoc te Nga Trung quoc Khach nu:dc MAU 2.11.BAO CAO DOANH THU KHACH SAN CONG DOAN Tit OH 12005 den 29/ 12005 l.Tien VN(d) (VND) SoTT Khoan muc Tien phdng Tien phdng qua gid Tien dien thoai Tien an Tien uong dat phdng Tien giat la Tien gut xe Tien hoa tu’oi Tong cong Ky tritdc Ky Luy ke 12 2.DOLLA MY (USD) SoTT Khoan muc Tien phdng 10 Tien phdng qua gid 11 Tien dien thoai Tong cong Ky trudc Ky Luy ke Ngay thang nam 2005 Ngudi lap MAU 2.12.BAO CAO TINH HINH KHACH SAN CONG DOAN Thang Tong sd phdng Sd luong khach nude ngoai di bang ho chieu Sd luong khach TQ di bang the du lich Tong sd khach ••• 12 rp Tong Cdng suat nam: Tong so hurt phdng khach nghi: Tong so khach nude ngoai di bang ho chieu: Tong so khach Trung Quoc di bang the du lich: Tong so khach nude ngoai nghi tai khach san: Tong so khach luu tru nam: Trudng bo phan don tiep Nguyen Hai Ninh Cdng suat phdng 13 MAU 2.13.THONG KE KHACH O THANG NAM 2005 Khach san : Hod Binh Ngay Khach nit6c So phdng ngoai Khach Viet Nam So phdng rji Tong so a? a' khdchlphdng 31 mAu 2.14.bAo cAo tong so khAch cua tuan Khach san : Thang loi Tit: KHACH TRUNG QUOC Thuong nhan So khach: So phdng: Du lich KHACH NUOc NGOAI Thitomg nhan So khach: So phong: Du lich KHACH VIET NAM So khach: Sophong: So khach: Sophong: Thiwng nhan So khach: Sophong: Du lich So khach: Sophong: 14 MAU 2.15.BAO CAO TINH HINH KHACH THANG NAM 2005 Khach san : Thang lot - Tong so khach (Ngay khach): - Tong so phdng (Ngay phdng): - Cong suat phdng (%) : *Phan tich ty khach (%) - Khach thuo'ng nhan: - Khach cong vu: - Khach hang khong: - Khach Viet kieu: - Cac can bo nghanh: - Khach du lich Viet Nam: - Khach du lich Trung Quoc - Khach du lich khac: Ngay thang nam 2005 TIM To don tiep (Ki ten) 15 Dai hoc Kinh te Quoc dan PHIEU TRUNG CAU Y KIEN Khoa Du lich va Khach san Khach san: Dien thoai:8695861,5534909 (Cac nha quan tri le tan:Tong phu trach,Trff ly, To trudng,To pho,Giam sat vien,trudmg ca ) Xin chao Anh (Chi)! Vdi muc dich khoa hoc de tong ket kinh nghiem thuc tidn hoat dong phuc vu Id tan tai cac khach san d Ha ndi,mong Anh (Chi) giup dd chung tdi bang each cung cap day du cac thong tin sau Xin cam on su giup dd cua Anh (Chi)! Churc danh hien cua Anh(Chi): Tuoi: Gidi tinh: Nam □ Nur Bac (neu cd): □ Anh (Chi) lam khach san dupe nam thang Lich lam viec hien cua Anh (Chi) Anh(Chi) cd trach nhiem phan lich lam viec cho nhan vien to khong? Co • Khong □ □ Neu cd,hien Anh (Chi) thuc hien cdng viec dd nhu the nao? Kinh nghiem cua Anh(Chi) cdng viec nay: Theo Anh(Chi) lich phan ca lam viec cho nhan vien khach san hien cd hop li khong? (doi vdi ban than,doi vdi khach san) • Ve thdi gian: • Xin cho biet li do: • Cd □ Khong Ve so luong lao dong mot ca: Cd □ □ Khong □ Xin cho biet li do: Theo Anh (Chi),de cdng tac bo tri ca lam viec tai bo phan hop li,Khach san can chu y va thay doi nhung van de nao? Anh (Chi) da titng tham gia cac khoa hoc cd lien quan den cdng viec hien tai 16 Thdi gian bat Cac dau hoc va thdi khoa gian cd khoa trung,khong tap Bia diem hoc chuc hay cd nhan tu dang trung) hoc hoc Khach san to Hinh thicc hoc (Tap ki hoc S.Khi bat dau lam cong viec hien nay,Anh(Chi) co dirge khach san ap dung hinh thtrc dao tao nao khong? Co □ Khong □ Neu co □ Chtrc danh dam nhiem: • Kem cap tai chd: • Chuong trinh hoc tai khach san: □chtrc danh giang day: Anh chi danh gia nhu the nao ve cac chuong trinh dao tao nay? Tot: Han che: 10 Theo Anh(Chi), hoat dong quan tri tai bo phan le tan bao gom cac cong viec gi? 11 Anh(Chi) co tham gia true tiep vao qua trinh dao tao nhan vien bo phan khong? Co Khong □ □ Neu co Noi dung Anh (Chi) dam nhiem(Xin neu cu the) Kinh nghiem ciia Anh(Chi) linh vu 12 Anh(Chi) cd tham gia hoat dong tuyen chon lao dong tai bo phan minh khong? Cd □ Khong □ Neu cd,noi dung cong viec Anh(Chi) tham gia: 13 Anh(Chi) cd tham gia phdng van cac tirng cur vien vao bo phan minh khong? Cd □ Khong □ Neu cd, • Anh(Chi) cd duoc tham gia cac buoi tap huan nghiep vu cho cong viec khong? • Cd □ Khong □ Kinh nghiem cua Anh(Chi) tien hanh phdng van 17 14 Anh (Chi) co tham gia soan cac cau hoi su dung cho cac cuoc phong van tai bo phan minh khong? Cd □ Khong □ Kinh nghiem cua Anh(Chi) hoat dong nay: 15 Trong hoat dong nhan dat phong ,khach san thudng gap cac van de gi? y kien cua Anh(Chi) de khac phuc tinh trang 16 Xin Anh(Chi) neu trinh tu cac budc duoc thuc hien hoat dong don tiep khach va lam thu tuc nhan phdng tai khach san: Xin neu nhurng yeu to gay trd ngai cho hoat dong tai khach san y kien cua Anh(Chi) de khac phuc tinh trang 17 Xin Anh(Chi) neu trinh tu cac budc duoc thuc hien hoat dong toan va tien khach rdi khach san: • Xin neu nhung yeu to' gay trd ngai cho hoat dong tai khach san y kien cua Anh(Chi) de khac phuc tinh trang 18 Anh (Chi) cd tham gia hoat dong quan ly doanh thu cua khach san khong? Cd □ Khong □ Neu cd: • Cac phuong phap duqc Anh(Chi) ap dung: • Kinh nghiem cua Anh(Chi) de chong that thoat doanh thu cho khach san: Khach san can thay doi nhurng van de gi de hoat dong duqc thuc hien tot hon: 19 Kinh nghiem cua Anh(Chi) de tao duqc bau khong tot bo phan 20.Theo Anh(Chi), de giup mot nhan vien mdi thich nghi vdi mdi trudng lam viec,nha quan ly can lam gi? 21 Anh(Chi) biet nhung ngoai ngu nao?(Xin neu rd trinh do) Xin Anh(Chi) sap xep thur tu su dung cac ngoai ngur theo cac mute it dan cong viec Mure 1: Mure 2: Mure 3: 22 Khach san cd ap dung chuong trinh dao tao ngoai ngur cho Anh(Chi) Cd • □ Khong □ Neu cd,cac chuong trinh Anh(Chi) da tham du: Ian Thdi gian cua mdi chuong trinh: nam thang 18 Churc danh giang day: Neu khong,hien Anh(Chi) co tu hoc hoac tham gia mot chiromg trinh dao • tao ngoai ngur tai cac trung tam hoac cac trirdmg khong? Cd □ Khong □ 23 Hien nay,khach san dang ap dung hinh thurc nao de khuyen khich Anh(Chi) hoc ngoai ngur ? Theo Anh(Chi) hinh thurc co hop ly khong?Vi sao? 24 Theo Anh (Chi),de hoat dong dao tao(nghiep vu,ngoai ngur)dat hieu qua,Khach san can chu y va thay doi nhurng van de gi? 25 Anh(Chi ) co trach nhiem quan ly he thong trang thiet bi tai khu vuc quay Id tan khong? Co Khong qj q Neu co • Hien Anh(Chi) thuc hien cdng viec nhu the nao? • Kinh nghiem cua Anh(Chi) hoat dong Anh(Chi) 26 danh gia nhu the nao ve he thong trang thiet bi duoc bo tri tai khu vuc quay Id tan cua khach san Cac mite Tieu Tot Kha Trung Kem binh thuc Khdng cd y kien Dong bo Tien loi Mi thuat Hien dai Hieu qua 27 Anh (Chi) danh gia nhu the nao ve he thong so sach va chuong trinh tin hoc dang ap dung tai bo phan Id tan cua khach san iTu Nhuqc Theo 28 Anh (Chi),de tot hon,khach san nen bo tri va sur dung cac trang thiet bi tai quay Id tan nhu the nao?(Xin neu cu the) 19 29 Cac cdng viec Anh(Chi) dam nhiem vdi chdc vu hien tai?Anh chi danh gia nhu the nao ve kha nang ciia minh doi vdi cac cong viec dd?Anh chi thudng gap nhumg kho khan gi cong viec?(Xin neu cu the) 30 De Anh(Chi) thuc hien cong viec duoc tot horn ,Khach san nen thay doi nhumg noi dung gi,ve • Quyen han ciia Anh(Chi): • Nhiem vu ciia Anh(Chi): 31 Khach thudng phan nan nhumg van de gi ve khach san?(Xin neu cu the) Kinh nghiem ciia Anh(Chi) giai quyet cac phan nan cua khach 32 Khach san thudng khong dap dng duqc nhumg yeu cau nao cua khach?(Xin neu cu the) Vdi cac trudng hop dd,Anh(Chi) giai quyet vdi khach nhu the nao? 33.Anh(Chi) cd duqc nha quan ly true tiep cua minh hudng ddn cac ky nang giao tiep,giai quyet cac phan nan ciia khach khong? Cd □ Khong □ Neu cd,nha quan ly khach san yeu cau Anh(Chi) chi chu y nhumg van de gi? • Neu khong,theo Anh(Chi) chi can chu y nhumg van de gi? 34 Kinh nghiem ciia Anh(Chi) gidi thieu va tu van loai phdng cho khach thue? 35 Kinh nghiem ciia Anh(Chi) thoa thuan gia ca vdi khach thue phdng tai khach san? 36 Anh(Chi) co tham gia vao hoat dong xac dinh mure gia phdng cho Khach san khong? • Cd □ Khong □ Neu khong,chdc danh nao khach san tham gia vao hoat dong Neu cd,Anh(Chi) dua vao nhumg can cd nao xac dinh mdc gia phdng cho khach san • Hien nay,Khach san dang ap dung chinh sach gia ca nhu the nao cho cac doi tuqng khach (Xin neu cu the) • Anh(Chi) cd nhan xet gi ve chinh sach gia khach san hien dang ap dung(Co the so vdi mot so khach san cung loai)? 37 Anh(Chi) co tham gia vao hoat dong du bao doanh thu,chi phi cho bo phan 16 tan ciia khach san khong? Co • n Khong |—] Neu khong,xin cho biet chdc danh dam nhiem cong viec nay: 20 • Neu co,Anh(Chi) sir dung nhurng phuong thurc nao : Kinh nghiem cua Anh(Chi) hoat dong 38 Khach san su dung nhurng hinh thurc khuyen khich nhan vien de nang cao chat luong phuc vu khach Khuyen khich vat chat (Xin neu cu the) Khuyen khich tinh than (Xin neu cu the) Theo Anh(Chi) khach san nen thay doi nhu the nao ve van de nay? 39 Anh(Chi) co tham gia hoat dong danh gia ket qua cong viec cua nhan vien bo phan khong? • Cd Q Khong q Neu khong,churc danh nao bo phan cua Anh(Chi) thurc hien cong viec nay? Neu co,xin cho biet cu the each thurc tien hanh Anh (Chi) co nhan xet gi ve hoat dong • Xin cho biet y kien cua Anh(Chi) de hoat dong danh gia ket qua thuc hien cong viec tai Khach san duqc chinh xac Mot lan nua xin chan cam on su giup cua Anh(Chi)! Xin Anh(Chi) cho biet qui danh(Khong bat buoc): 21 Dai hoc Kinh te Quoc dan Khoa Du lich va Khach san Dien thoai:8695861,5534909 PHIEU TRUNG CAU Y KIEN Khach san: (Nhan vien don tie'p,datphdng,phuc vu dien thoai, thu ngan) Xin chao Anh (Chi)! Vdi muc dich khoa hoc de tong ket kinh nghiem thuc tien hoat dong phuc vu don tiep tai cac khdch san a Ha noi,mong Anh (Chi) giup du chung toi bang cach cung cap day du cac thOng tin sau Xin cam un su giup du cua Anh (Chi)! CCihc danh hihn cua Anh(CCi): Tuoi: Gidi tinh: Nam □ Nd □ BacCneu co): Anh (Chi) lam khach san duoc nam hhang Thdi giin Anh )CCi) biet trudc lich ham vivc cua Ik tuam ngay? Anh )CCi) cii thudng lam v uc mV ca ao'didh : CC O Khong □ Neu co,xin cho biet li do: Anh )CCi) den trudc cii lam v^c .phutyCac cdng viec thudmg lam thoi giam nay: Lich phan ca lam viec tai bo phan cua Anh(Chi) hien co hop li khdng? (doi vdi ban than,doi voi khach san) • Ve thdi gian: Co □ Khong □ Xin cho biet li do: • Ve so luong lao dong mot ca: Co □ Khdng □ Xin cho biet li do: TTeo Anh )CCi),de cong tac cd tri ca him v^c bai bo phan hop li,KKach san tan thu y va thay doi nhOng van de mao? Amh (Chi) da tdmg tham gia cac khoa hoc co liem quam dem cdhg viec hiem tai Thdi gian bat Hinh thuc hoc (Tap dau hoc va thdi trung,khong tap Dia diem hoc gian ca khoa trung) hoc khoa hoc Khach san to chuc hay ca nhan tu dang ki hoc K)i bat dau lam cong viec )iem mac,nmS(CSi) co duoc khac) sam ap dung him) thuc dao tao mao kSdtt? Co □ Od^ 1— Neu co • • Kem cap tai chd: □ C)dc dam) dam mSien: Chuomg trim) hoc tai khach sam: E^Chdc dam) tiamt day: 22 10 Anh chi danh gia nhir the nao ve cac chuong trinh dao tao nay? • Tot: • Han che: 11 Anh(Chi) biet nhurng ngoai ngur nao? (Xin neu rd trinh do) Xin Anh(Chi) sap xep thur tu su dung cac ngoai ngur theo cac mure it dan cong vide Mire 1: Mure 2: Mure 3: 12 Khach san co ap dung chuong trinh dao tao ngoai ngur cho Anh(Chi) Co □ Khong □ • Neu cd,so Ian cac chuong trinh Anh(Chi) da tham du: Ian Thdi gian cua mdi chuong trinh: nam thang Churc danh giang day: • Neu khong,hien Anh(Chi) cd tu hoc hoac tham gia mot chuong trinh dao tao ngoai ngur tai cac trung tam hoac cac trudng khong? Cd □ Khong □ 13 Hien nay,khach san dang ap dung hinh thurc nao de khuyen khich Anh(Chi) hoc ngoai ngu ? Theo Anh(Chi) hinh thurc cd hop ly khong?Vi sao? 14 Theo Anh (Chi),de hoat dong dao tao(nghiep vu,ngoai ngur)dat hieu qua,Khach san can chu y va thay doi nhurng van de gi? 15 Anh(Chi ) sii dung cac trang thiet bi gi cong viec? (dien thoai,may tinh,cac gia dung tai lieu,cac so sach Neu dung may tinh ,xin neu ro chuong trinh dang suf dung) 16 Anh(Chi) danh gia nhu the nao ve he thong trang thiet bi duqc bd tri tai khu vuc quay ddn tiep cua khach san ^\Cac mure Tieu ^\.dq thuc Tot Kha Trung binh Kem Khdng co y kien Dong bo Tien loi Mi thuat Hien dai Hieu qua 17 Anh (Chi) danh gia nhu the nao ve he thong so sach va chuong trinh tin hoc dang ap dung tai bo phan ddn tiep cua khach san • Vu : • Nhuqc: lS.Theo Anh (Chi),de tot hon,khach san nen bd tri va su dung cac trang thiet bi tai quay ddn tiep nhu the nao?(Xin neu cu the) Vdi 19 cac cong viec hien tai, Anh(Chi) cd tham gia vao • Hoat dong nhan dat phdng: Cd □ Khong Neu cd: - Thd tu cac budc cong viec duqc Anh(Chi) thuc hien - Nhurng yeu to gay can tro cho cong viec nay: - Y kien cua Anh(Chi) de khac phuc tinh trang tren: □ 23 • Hoat dong lam thu tuc cho khach nhan phong : Co □ Khong □ Neu co: - Thur tu cac budc cong viec duoc Anh(Chi) thuc hien - Nhung yeu to gay can trd cho cong viec nay: - Y kien cua Anh(Chi) de khac phuc tinh trang tren: • Hoat dong toan va tiGn khach : Co ,— Neu co: U Khong □ - Thur tu cac budc cong viec duoc Anh(Chi) thuc hien - Nhurng yeu to gay can trd cho cong viec nay: - Y kien cua Anh(Chi) de khac phuc tinh trang tren: 20 Khach thudng phan nan nhurng van de gi ve khach san?(Xin neu cu the) • Kinh nghiem cua Anh(Chi) giai quyet cac phan nan cua khach 21 Khach san thudng khong dap umg duqc nhurng yeu cau nao cua khach?(Xin neu cu the) • Khi do,Anh(Chi) thudng giai quyet vdi khach nhu the nao? 22 Anh(Chi) cd duqc nha quan ly true tiep hudng ddn cac ky nang giao tiep,giai quyet phan nan vdi khach khong? Cd □ Khong □ • Neu cd,nha quan ly khach san yeu cau Anh(Chi) chi chu y nhurng van de gi? • Neu khong,theo Anh(Chi) chi can chu y nhung van de gi? 23 Kinh nghiem cua Anh(Chi) gidi thieu va tu van loai phdng cho khach thue? 24 Kinh nghiem cua Anh(Chi) thoa thuan gia ca vdi khach thue phdng tai khach san? 25 Khach san su dung nhurng hinh thurc khuyen khich nhan vien de nang cao chat luqng phuc vu khach • Khuyen khich vat chat (Xin neu cu the) • Khuyen khich tinh than (Xin neu cu the) • Theo Anh(Chi) khach san nen thay doi nhu the nao ve van de nay? 26 De chat luqng cong viec cua Anh(Chi) duqc thuc hien tot hon,khach san nen chu y va can thay doi nhurng van de gi? Mot Ian nita xin chan cam an sugiup dd cua Anh(Chi)! Anh(Chi) cho biet qui danh(Khdng bat buoc):