B GIO DC V O TO

Bo co thc tp tt nghip

B GIO DC V O TO

TRNG CAO NG VN HA NGH THUT V DU LCH SI GN

KHOA DU LCH

(((BO CO

THC TP TT NGHIP

TI: KINH DOANH DCH V N UNG TI NH HNG CA KHCH SN KIM ROYAL CITY HOTEL.THC TRNG V MT S GII PHP NNG CAO CHT LNG PHC V TI NH HNG CA KHCH SN.

n v thc tp: KIM ROYAL CITY HOTEL

Gio vin hng dn: L NGC VINH

Sinh vin thc tp:L TH DNG

Lp:K022QK1

Kha: 2007 - 2008

H: CAO NG

Thnh ph H Ch Minh nm 2010

B GIO DC V O TO

TRNG CAO NG VN HA NGH THUT V DU LCH SI GN

KHOA DU LCH

(((BO CO

THC TP TT NGHIP TI: KINH DOANH DCH V N UNG TI NH HNG CA KHCH SN KIM ROYAL CITY HOTEL.THC TRNG V MT S GII PHP NNG CAO CHT LNG PHC V TI NH HNG CA KHCH SN.

n v thc tp: KIM ROYAL CITY HOTEL

Gio vin hng dn: L NGC VINH Sinh vin thc tp:L TH DNG

Lp:K022QK1

Kha: 2007 - 2008

H: CAO NG

Thnh ph H Ch Minh nm 2010LI CM N Hc, hc hc na, hc mi vng! l cu ni ca ch tch H Ch Minh v i ca dn tc Vit ta. c sinh ra v trng thnh trong vng tay yu thng ca m cha, gia nh, bn b, thy c thn thng v nhng iu k diu t cuc sng Em nhn thy rng mnh cn phi c gng nhiu hn trong cuc sng v trong hc tp.c hc tp v lao ng l nim vui v hnh phc ca mi con ngi.Bc chn vo ging ng Cao ng i hc em cm nhn nhiu hn v nhng iu hc c v tnh yu thng ca mi ngi dnh cho mnh.Trong s dy d, ch bo ca thy c trong trng lp mi.L sinh vin nm cui kha II, h Cao ng, khoa Du lch ca trng Cao ng Vn Ha Ngh Thut v Du Lch Si Gn.Em xin gi li cm n chn thnh n s gip trong hc tp cng nh kinh nghim sng v lm vic t thy c v bn b trong trng.Thy c to iu kin cho chng em c mt mi trng hc tp tt v hiu qu thong qua cc hc phn, kin tp tour v c bit l thi gian chng em tip xc vi thc t - l thi gian thc tp ti khch sn Kim Royal City. ra trng c mt lng kin thc tt phong ph v chuyn nghip trong ngnh hc ca mnh, em quyt nh xin thc tp ti khch sn Kim .

c s chp thun ca nh trng v ban qun l khch sn Kim nhn v thc tp, em khng bit ni g hn l gi li cm n chn thnh ti:

Trng Cao ng Vn ha Ngh thut Du lch Si Gn to iu kin sinh vin chng em c thi gian tip xc vi thc t trau di them kin thc, hc hi them nhng kinh nghim lm vic t mi trng bn ngoi.Cm n Gim c khch sn Kim ng cm n cc anh, ch trong ban qun l khch sn nhn em v thc tp v cc anh, ch nhn vin chnh thc trong khch sn ht mnh truyn t kinh nghim v kin thc cho chng em nm vng hn nghip v chuyn mn ca mnh, gip em rn luyn thm k nng lm vic v x l nhng tnh hung khng nh mun xy ra. Cm n cc bn trong nhm thc tp on kt, yu qu v gip mnh trong thi gian thc tp qua.V cui cng l li cm n ti cc c ch, anh ch bo v, klocker nhit tnh ch bo gip em nhng iu nn bit v cn lm tun th theo ng nguyn tc, quy nh ca khch NHN XT CA N V THC TP

NHN XT CA GIO VIN HNG DN CHM TI

.

TI: KINH DOANH DCH V N UNG TI NH HNG CA KHCH SN KIM ROYAL CITY.THC TRNG V MT S GII PHP NHM NNG CAO CHT LNG PHC V TI NH HNG.NI DUNG BO CO THC TPPHN I: M UL do chn ti:Hin nay trn phm vi ton th gii, du lch tr thnh mt nhu cu khng th thiu trong i sng x hi. Vi s pht trin khng ngng, du lch khng nhng ng gp mt phn quan trng cho nn kinh t quc dn m cn mang li s giao lu v chnh tr, vn ho gia cc quc gia trn ton th gii. Du lch tr thnh mt trong nhng ng lc thc y chnh sch hp tc u t gia cc quc gia

Vit Nam, mt quc gia nm trong khu vc ng Thi Bnh Dng vi v tr a l thun li, ti nguyn du lch phong ph v a dng, giu bn sc vn ho dn tc c v t nhin v nhn vn x hi, vi c cu dn s tr, ngun nhn lc di do thc s c iu kin pht trin du lch mt cch mnh m.

Thc t chng minh rng du lch Vit Nam khng ngng pht trin trong nhng nm qua. Sau gn 40 nm ra i ( t nm 1960 ) ngnh du lch Vit Nam c s pht trin vt bc tr thnh ngnh kinh t quan trng ca t nc. Nm 1999thu nhp x hi t du lch t gn 15600 t ng vi 1,18 triu lt khch quc t v 10,3 triu lt khch ni a.Vit Nam ang tr thnh mt im du lch kh hp dn.

Gp phn vo nhng kt qu m du lch nc ta t c phi k ti cc doanh nghip kinh doanh khch sn.y l hot ng kinh doanh c hiu qu. Hng nm doanh thu v np ngn sch t hot ng kinh doanh khch sn chim mt t trng ln xp x 2/3 trong tng doanh thu ca ton ngnh du lch. S thnh cng c c l do s l lc phn u ca ngnh khch san. Trong c ng gp ca hotng n ung ti khch sn v mt trong nhng doanh nghip Nh nc kinh doanh c hiu qu phi k n l khch sn Kim Royal City .

Khch sn Kim trc y ch yu l hot ng trong lnh vc lu tr, hin nay l c n ung v cc dch v khc.Kt qu t c trong nhng nm qua tht ng khch l.Tuy nhin vic xa nh hiu qu trong hot ng kinh doanh ca khch sn cng rt kh khn v n ph thuc vo nhiu yu t, c bit l yu t con ngi v cht lng sn phm.

Hot ng kinh doanh dich v n ung trong khch sn c vai tr quan trng gp phn khng nh n kinh doanh n ung ca khch sn. y l mt vn rt ng quan tm. Nhng nm gn y do c mt s cng trnh nghin cu v vn ny nhng ch l nhng nh gi nhn xt chung Do vy em chn ti : Tm hiu hot ng kinh doanh dch v n ung ti nh hng ca khch sn Kim Royal City.Thc trng v mt s gii php nng cao cht lng phc v tai nh hng cho bi bo co thc tp tt nghip Cao ng nghnh du lch ca mnh.

Trong gii hn bi bo co ny em s i su tm hiu v thc trng hot ng kinh doanh n ung ti khch sn Kim .T , a ra nhng nhn xt nh gi c ci nhn ng hn v hot ng kinh doanh n ung ca khch sn ni chung v khch sn Kim ni ring, ng thi a ra mt s phng hng pht trin ca b phn kinh doanh n ung ca khch sn trong tng lai.Phong php nghin cu:

Phong php iu tra thng k;

Phong php thm d;

Phng php l lun thc tin; .

Qua tm hiu sch, bo ch;

Qua hi thm; thm d kin; Qua wedsite;

Qua intenet; ti liu tham kho

i tng nghin cu:Khch sn Kim Royal City,hot ng kinh doanh dch v n ung ti nh hng ca khch sn.Thc trng v mt s gii php nng cao cht long phc v ti nh hng.

Nhim v nghin cu:

Tm hiu v mt s hot ng kinh doanh trong b phn n ung tai nh hng ca khch sn. Ngoi ra, cn hc hi, tip thu nhng kin thc thc t c nhng suy ngh ng n v nghnh ngh,

a im nghin cu:

Khch sn Kim Royal City

/C: 133 Nguyn Hu - Qun 1 - TP. H Ch Minh in thoi 08. 3822 5914 Fax 08. 3822 5913 Email hotel@kimdohotel.com

Website kimdohotel.com

PHN II : KT QU NGHIN CU

CHNG I: KHI QUT TNH HNH DU LCH VIT NAM V DU LCH A PHNG NI THC TP.I . KHI QUT TNH HNH DU LCH VIT NAM

1. DU LCH TRONG NN KINH TDu lch l ngy cng c vai tr quan trng ti Vit Nam. i vi khch du lch ba-l, nhng ngi du lch khm ph vn ha v thin nhin, bi bin v cc cu chin binh M v Php, Vit Nam ang tr thnh mt a im du lch mi ng Nam . Cc d n u t vo bt ng sn du lch dc theo b bin hn 3.000 km v ti v cc thnh ph ln ang gia tng nhanh chng. Dch v du lch ngy cng a dng. cng ty l hnh a phng v quc t cung cp cc tour du lch thm quan cc bn lng dn tc thiu s, i b v tour du lch xe p, i thuyn kayak v du lch ra nc ngoi cho du khch Vit Nam, c bit l gn kt vi cc quc gia lng ging Campuchia, Lo v Thi Lan. Ngoi ra, nh vo vic ni lng cc quy nh v i li, xut cnh, khch du lch nc ngoi c th i li t do trong nc t nm 1997.

2. TIM NNG DU LCH VIT NAMNn kinh t Vit Nam chuyn i t nng nghip sang nn kinh t dch v. Hn mt phn ba ca tng sn phm trong nc c to ra bi cc dch v, trong bao gm khch sn v phc v cng nghip v giao thng vn ti. Nh sn xut v xy dng (28%) nng nghip, v thu sn (20%) v khai thc m (10%).Trong khi , du lch ng gp 4,5% trong tng sn phm quc ni (thi im 2007). Ngy cng c nhiu d n u t trc tip nc ngoi vo ngnh du lch. Sau cc ngnh cng nghip nng v pht trin th, u t nc ngoi hu ht c tp trung vo du lch, c bit l trong cc d n khch sn.

Tnh n thng 4/2004, Vit Nam c 2741 di tch, thng cnh c xp hng di tch quc gia. Ti nm 2010, c 5 di sn c UNESCO cng nhn l Di sn th gii ti Vit Nam bao gm Qun th di tch C Hu, Vnh H Long, Ph C Hi An, Thnh a M Sn, v Vn Quc gia Phong Nha - K Bng.Tnh n ht nm 2010 Vit Nam c UNESCO cng nhn 8 khu d tr sinh quyn th gii l Chu th sng Hng, Ct B, Ty Ngh An, Ct Tin, Bin Kin Giang, Cn Gi. C Mau v bin Kin GiangHin nay Vit Nam c 30 vn quc gia[6] gm Ba B, Bi T Long, Hong Lin, Tam o, Xun Sn, Ba V, Ct B, Cc Phng, Xun Thy, Bch M, Bn En, Phong Nha-K Bng, P Mt, V Quang, Bidoup Ni B, Ch Mom Ray, Ch Yang Sin, Kon Ka Kinh, Yok n, Cn o, L G-Xa Mt, Mi C Mau, Ni Cha, Ph Quc, Phc Bnh, Trm Chim, U Minh H, U Minh Thng.

Vit Nam c 400 ngun nc nng t 40-150 . Nhiu sui c h tng xy dng kh tt nh: Sui nc nng thin nhin am Rng, Lm ng; sui nc nng Kim Bi Ha Bnh, sui nc nng Bnh Chu B Ra-Vng Tu, sui nc nng Knh G, Ninh Bnh, sui nc nng Quang Hanh Qung Ninh.

Vit Nam ng th 27 trong s 156 quc gia c bin trn th gii vi 125 bi tm bin, hu ht l cc bi tm p. Vit Nam l 1/12 quc gia c vnh p nht th gii l vnh H Long v vnh Nha Trang.

Vit Nam c 117 bo tng trong cc b, ngnh qun l 38, cc a phng qun l 79. Hai bo tng lch s mang tnh quc gia l Bo tng Cch mng Vit Nam v Bo tng lch s Vit Nam hin ang xut thm Bo tng Lch s quc gia.

Vit Nam hin c 21 khu du lch quc gia tnh n nm 2008, l nhng trng im u t thc y pht trin du lch.[10] Cc khu du lch l:1. Khu du lch ngh dng Sa Pa (Lo Cai)

2. Khu du lch sinh thi h Ba B (Bc Kn)

3. Khu du lch vnh H Long - qun o Ct B (Qung Ninh, Hi Phng)

4. Khu du lch vn quc gia Ba V (H Ni)

5. Khu du lch vn ha Hng Sn (H Ni)

6. Khu du lch vn ha C Loa (H Ni)

7. Khu du lch Tam Cc - Bch ng (Ninh Bnh)

8. Khu di tch lch s Kim Lin (Ngh An)

9. Khu du lch Phong Nha - K Bng (Qung Bnh)

10. Khu du lch ng mn H Ch Minh (Qung Tr)

11. Khu du lch Lng C - Hi Vn - Non Nc (Tha Thin Hu v Nng)

12. Khu du lch ph c Hi An (Qung Nam)

13. Khu du lch vnh Vn Phong - mi i Lnh (Khnh Ha)

14. Khu du lch bin Phan Thit - Mi N (Bnh Thun)

15. Khu du lch ankia - Sui Vng

16. Khu du lch h Tuyn Lm (Lm ng)

17. Khu d tr sinh quyn Cn Gi (TP. H Ch Minh)

18. Khu du lch sinh thi - lch s Cn o (B Ra - Vng Tu)

19. Khu du lch bin Long Hi (B Ra - Vng Tu)

20. Khu du lch sinh thi bin o Ph Quc (Kin Giang)

21. Khu d tr sinh quyn Mi C Mau (C Mau)

Vit Nam c 54 dn tc anh em, mi dn tc u c nhng nt c trng v vn ho, phong tc tp qun v li sng ring. Ngnh du lch v cc a phng n lc xy dng c mt s im du lch c o, nh du lch cng ng Sa Pa, du lch Bn Lt Mai Chu...Vi tim nng ln, Du lch Vit Nam c chnh ph quy hoch, nh hng tr thnh ngnh kinh t mi nhn3. NH HNG PHT TRINQuy hoch tng th pht trin du lch Vit Nam thi k 1995 2010 xc nh t chc khng gian du lch, theo lnh th Vit Nam c chia thnh ba vng du lch vi nhng nh hng pht trin ch yu gn vi cc vng v a bn trng im kinh t cng l a bn ng lc tng trng du lch.

Vng du lch Bc B: Bao gm cc tnh t H Giang n H Tnh vi Th H Ni l trung tm ca vng v tam gic ng lc tng trng du lch H Ni - Hi Phng - H Long. Sn phm du lch c trng ca vng l du lch vn ha, sinh thi kt hp vi du lch tham quan, nghin cu, ngh dng. Cc a bn hot ng ch yu bao gm: Th H Ni v ph cn, H Long - Bi T Long, Ct B, Sn, Sa Pa, Ninh Bnh, Sm Sn, Ca L.

Vng du lch Bc Trung B: Gm cc tnh t Qung Bnh n Qung Ngi vi Hu v Nng l trung tm ng v ca vng v a bn ng lc tng trng du lch Qung Tr - Hu - Nng - Qung Nam. Sn phm du lch c trng l du lch th thao, gii tr, ngh dng bin, tham quan cc di tch lch s vn ha v cch mng; c bit l cc di sn vn ha th gii, du lch hang ng v du lch qu cnh qua hnh lang ng Ty ng 9, cng bin v sn bay quc t Nng. a bn hot ng du lch ch yu ca vng du lch l: Qung Tr - Hu - Nng - Qung Nam.

Vng du lch Nam Trung B v Nam B: Bao gm cc tnh t Kon Tum n C Mau. Trung tm ca vng l thnh ph H Ch Minh v cc tam gic tng trng du lch l: Thnh ph H Ch Minh - Nha Trang - Lt, Thnh ph H Ch Minh - Cn Th - H Tin - Ph Quc v a bn trng im tng trng kinh t v du lch Thnh ph H Ch Minh - ng Nai - Bnh Dng - Vng Tu. Cc sn phm du lch c trng ca vng du lch tham quan, ngh dng bin v ni, du lch sng nc, du lch sinh thi ng bng chu th sng Cu Long. Cc a bn hot ng ch yu bao gm: Nha Trang - Ninh Ch - Mi N - Lt - Vng Tu - Long Hi - Cn o; Thnh ph H Ch Minh v ph cn; v H Tin - Ph Quc (Kin Giang)

4. NHNG TN TI DU LCH VIT NAMDu lch Vit Nam ang i mt vi nhiu vn yu km nh nhim mi trng ti cc im du lch, tnh trng cho ko, bt cht khch, tng gi phng ty tin, trong khi cng tc qun l cha t hiu qu... Lnh o ngnh du lch ha hn, nm 2010, ngnh s t ph ci thin nh v sinh, s pht ng chin dch u c du lch c nh v sinh t tiu chunII . KHI QUT TNH HNH DU LCH TI TP.H CH MINH1. KHI QUT CHUNG V TNH HNH DU LCH TP.H CH MINH. Lnh th thnh ph H Ch Minh c ta a l 1022'13" 1122'17" v Bc v 10601'25" 10701'10" kinh ng. Pha bc gip Ty Ninh, Bnh Dng, pha ng gip ng Nai, pha nam gip bin ng v Tin Giang, pha ty gip Long An. Th nhng: t ca thnh ph ch yu l ph sa c v ph sa mi to lp nn. Sng ngi: Trn a bn thnh ph H Ch Minh c hng trm sng ngi, knh rch nhng sng ln khng nhiu, ln nht l sng Si Gn m on chy qua thnh ph di 106km. H thng ng sng t thnh ph H Ch Minh ln min ng v xung cc tnh min Ty, sang Cam-pu-chia u thun li. Thnh ph c 15km b bin.

Kh hu: hai ma r rt, ma ma t thng 5 n thng 11, lng ma bnh qun nm 1.979mm. Ma kh t thng 12 n thng 4 nm sau. Nhit trung bnh nm 27,55C, khng c ma ng.

2. TIM NNG PHT TRIN DU LCHGiao thngThnh ph H Ch Minh l u mi giao thng ca c min Nam bao gm ng st, ng b, ng thy v ng khng. T thnh ph i H Ni c quc l 1A, ng st Thng nht v quc l 13 xuyn ng Dng. Sn bay quc t Tn Sn Nht ch cch trung tm thnh ph 7km, l sn bay ln nht nc vi hng chc ng bay ni a v quc t. C cc ng bay ni a t Tp. H Ch Minh ti Bun Ma Thut, Lt, Nng, H Ni, Hi Phng, Hu, Nha Trang, Ph Quc, Pleiku, Quy Nhn, Rch Gi, Vinh.

Tp. H Ch Minh cch H Ni 1.730 km, cch Ty Ninh 99km, Bin Ha (ng Nai) 30km, M Tho 70km, Vng Tu 129km, Cn Th 168km, Lt 308km, Bun Ma Thut 375km.Hin nay thnh ph H Ch Minh l trung tm du lch ln nht nc, thu ht hng nm 70% lng khch quc t n Vit Nam. S d nh vy v ngoi c s h tng kh tt, giao thng tng i thun tin, thnh ph l mt ni c ti nguyn du lch phong ph. Ni y l mt vng t gn lin vi lch s u tranh ginh c lp ca dn tc k t khi thc dn Php t chn ln Vit Nam. Thnh ph H Ch Minh cng l ni Ch tch H Ch Minh v i ra i tm ng cu nc (1911). Gn lin vi s kin , cng Nh Rng v Bo tng H Ch Minh l mt di tch quan trng, thu ht nhiu khch du lch trong v ngoi nc.

Cc di tch cch mng khc nh a o C Chi, h thng cc bo tng, nh ht, nh vn ho, cc cng trnh kin trc thi Php l nhng im du lch hp dn. Gn y thnh ph u t nhiu khu du lch nh Thanh a, Bnh Qi, nhiu khu vui chi gii tr nh m Sen, K Ho, cng vin Nc, Sui Tin,... thu ht v hp dn du khch. Hin nay, thnh ph ang tin hnh tn to cc di tch lch s, cc cng trnh kin trc c, u t cho h thng bo tng, khi phc nn vn ho truyn thng kt hp vi t chc cc l hi, khi phc vn ho mit vn, lng hoa pht trin mt cch vng chc ngnh du lch ca thnh ph. Vi hn 300 nm hnh thnh v pht trin, thnh ph H Ch Minh c nhiu cng trnh kin trc c nh Nh Rng, n Quc T, dinh X Ty, Nh ht ln, Bu in, h thng cc ngi cha c (cha Gic Lm, cha B Thin Hu, cha T nh Gic Vin...), h thng cc nh th c (c B, Huyn S, Thng Ty Hi, Th c...). Nhn chung, mt trong nhng c trng vn ho ca 300 nm lch s t Si Gn - Gia nh, ni hi t nhiu dng chy vn ho, l "c cu kin trc" Vit - Hoa - chu u. Mt nn vn ho kt hp hi ho gia truyn thng dn tc ca ngi Vit vi nhng nt c sc ca vn ho phng Bc v phng Ty. CHNG II. TNG QUAN KIM ROYAL CITY HOTELI. QU TRNH HNH THNH V PHT TRIN CA KHCH SN.

1. GII THIU TNG QUAN V SI GN TOURIST V KIM ROYAL CITY.1.1 Tng quan v Saigontourist:Vi hn 30 nm hot ng Saigontourist (Tng Cng Ty Du Lch Si Gn) hin l doanh nghip dn u trong nghnh kinh doanh khch sn v khu du lch ti Vit nam. Sai2gontourist hin c trong tay mt h thng 75 khch sn v khu du lch, khu ngh dng, 26 nh hang v 8 cng ty dch v l hnh. Khong ba phn t s khch sn v khu du lch ca Saigontourist tp.H Ch Minh, v cc trung tm du lch Vit Nam nh HNi, Hu, Nng, Nha Trang, Phan Thit, B Ra Vng Tu, Ph Quc.Ti tp.HCM trung tm kinh t - ti chnh dch v ln nht Vit Nam, phn ln cc khch sn ca Saigontourist nm nhng v tr trng im ca thnh ph.

1.2. Tng quan v khch sn Kim .1.2.1 Lch s hnh thnh v pht trin ca khch sn Kim .Khch sn Kim ta lc ti s 133 Nguyn Hu, Q1, Tp.HCM l mt thnh vin trong h thng khch sn Sigontourist.Tin tha khch sn Kim l khch sn Grand Hotel des Nation do ngi Php xay dng cch y hn 80 nm. Grand Hotel Des Nation c xy dng theo kiu kin trc Php, gm 4 tng. Lc , tng trt ca khch sn l vn phng bn v my bay ca hang China Arlines: lu 1, 2 ,3 ch c 21 phng ng. n nm 1966, mt khi kin trc gm 10 tng , nm v tr pha sau c xy dng thm. Hai nm sau, ta nh mi ny c hon thnh, nng tng s phng ng ca khch sn lc by gi nn tng 132 phng. Khch sn c i tn thnh Kim i Tu Gia, mt nh hang ni ting thi .Trc ngy gii phng min Nam, khch sn Kim l mt a ch quen thuc ca cc khch lu tr quc t, c bit l nhng nhn vin thuc c quan USAUD ( C quan Thng tin ca M). Sau 30/4 nm 1975. Ban t chc Thnh y tip qun khch sn Kim .Hn mt nm sau, thng 10 nm 1976, khch sn c giao cho Cng ty khch sn Tp.HCM qun l. n nm 1980, Kim trc thuc S n ung v Khch sn TPHCM.T thng 5/1990 n nay khch sn Kim l mt thnh vin ca Saigontourist.Hin ti cho n thi im ny Khch sn Kim vn thuc quyn s hu ca Saigon Tourist, ta lc v tr l tng ngay ti trung tm thnh ph rt gn vi cc c quan chnh ph, cc ta nh thng mi ln, nhng im du lch hp dn, cc trung tm mua sm v gii tr. Cch sn bay 8 km v sn ga 3km.

/C: 133 Nguyn Hu - Qun 1 - TP. H Ch Minh in thoi 08. 3822 5914 Fax 08. 3822 5913 Email hotel@kimdohotel.com

Website kimdohotel.com1.2.2 Kim v trit l kinh doanh:Khi ni n trit l kinh doanh ca khch sn Kim , iu u tin m rt c chng ta, cc thnh vin ca Kim , phi cng chia s v thng nht vi nhau l quan im khch hng trn ht.V sao nh vy? Mt doanh nghip mun tn ti th doanh thu, li nhun l iu bt buc. Chnh khch hng em li ngun sng cho doanh nghip cng nh tng thnh vin trong doanh nghip. thc c iu ny, mi ngi chng ra s phi c gng phc v khch hng tt nht, p ng nhu cu ca h nhanh nht mang li cho h s hi lng. Thc hin c iu ny c ngha l mi c nhn trong tp th Kim gp phn trit l kinh doanh chung ca mnh thnh mt thong ip m bt c khch hng no s dng dch v ca Kim , d ch mt ln, cng cm nhn c. l: Kim xem khch hng ca mnh l trn ht.Mt khi khch hng cm nhn r c thng ip m chng ta nhn gi, hi lng vi nhng g chng ta mang li, nim vui v s hi lng ca h cng l nim vui, nim hnh phc ca chng ta.Nu khch hng cm thy hnh phc v hi lng, khi c dp h s li quay n s dng khch sn, hoc gii thiu thm nhiu ngi khch cho chng ta. Nh vy, doanh thu ca khch sn tng theo v thu nhp ca mi c nhn cng s tng thm. Tng thnh vin ca khch sn Kim cn tm nim rng hnh phc ca mi ngi chnh l hnh phc ca chng ta, chung sc to cho mnh mt mi trng lm vic than thin. ni cc thnh vin trong tng b phn s hp tc gip ln nhau: cc b phn h tr nhau.Hn th na, mt khi chng ta lm vic g, bn cnh thu nhp, mun mang li nim vui cho ngi khc, chng ta s nhn c s gp sc, h tr t cc ng nghip, s ng thun gia cc thnh vin vi cc cp lnh o v s hp tc, ng thun gia cc b phn.Phc v trong ngnh khch sn hn ai ht chng ta cn thc rng sn phm v cht lng phc v ca dch v ny c hnh thnh bng s n lc ca mt tp th. Khng c mt c nhn no trong mi chng ta c th t cho rng l sn phm do ti lm ra, v chng ta bit rng mt ngi khng th cng ng ht tt c mi cng vic to ra sn phm .

Ni khc i c th v hot ng ca khch sn tng t nh mt dy chuyn sn xut trong mt nh my. Hy th tng tng trong mt khch sn d b phn kinh doanh c nng ng n u, hoc gii tip th n mc no, nhng nu bt k trong khu dy chuyn nhn vin tip tn thiu nim n, nh hng nu thc n khng ngon, phng ng thiu ngn np v tin nghi th liu b phn kinh doanh c th bn c dch v cho khch? Ngc li, tt c cc khu u tt, nhng b phn kinh doanh, tip th km hiu qu, khch sn cng kh thnh cng.Mi ngi chng ta thnh vin khch sn Kim , l mt mt xch khng th thiu trong quy trnh hot ng ca khch sn.Cht lng ca mi sn phm cho khch hng c to thnh t cht lng cng vic ca c mt tp th. Nhng mi ngi phi chu trch nhim v mt xch ca mnh.Chnh v l chng ta cao tinh thn c tp th cng nhau lm vic nhng trch nhim thuc v c nhn.Khi phn tch trch nhim thuc v c nhn chng Ta khng ch nhn mnh rng mi c nhn phi t chu trch nhim trong mt vic c th m cn l trch nhim vi s pht trin di hn ca chnh bn thn v ca cng ty. Mun lm c iu ny, bn thn mi ngi chng ta phi lun tm cch vt ln chnh mnh qua vic cnh tranh vi chnh bn thn mnh.Theo l thng con ngi d hi lng v t mn vi nhng g mnh ang c m li qun i rng mt thnh cng ca ngy hm nay c th s khng cn gi nguyn gi tr ngy mai. Cuc sng vn ng khng ngng nn khi mt ngi ng li ngy hm nay v t mn, ngi s tt li pha sau ngy mai.

V th cnh tranh vi chnh bn thn, n lc hc hi chnh l nhn t lm cho mi ngi chng ta ngy mt tt hn, v vn ti nhng v tr cao hn. Khng nn ngh rng cng vi thi gian lm vic, yu t thm nin s gip bn c bt vo v tr cao hn. Mt ngi ng m mt hn sut 10 nm chc chn s kh c nh gi cao bng mt ngi mi n nhng nhch c khi i mt qung, d l rt ngn. Hn na khng t bng lng vi bn thn v tinh thn cu tin trong cng vic khng ch mang li thnh cng cho c nhn m cn cho s pht trin ca khch sn.Nu chng ta bit cch nhn li vic mnh lm rt c kinh nghim, khng t mn vi nhng kt qu t c, chc chn chng ta s tm cch lien tc i mi pht trin.

Mt trong nhng c trng ca cc sn phm trong ngnh du lch khch sn l rt d b bt chc. Do , tn ti con ng duy nht m tt c chng ta phi lm lien tc i mi sn phm. iu ny i hi s tm ti ca tng thnh vin, s hc hi khng ngng v s cnh tranh vt ln trn chnh mnh. Trong trng hp ca chng ta, cnh tranh trn thng trng l to ra nhng dch v c gi tr gia tng cao hn thu ht khch hng n vi chng ta.Mt cch ngn gn, s tn ti v pht trin ca Kim v tng thnh vin da trn nm trit l kinh doanh nh sau:

1. Khch hng trn ht.

2. Hnh phc ca mi ngi chnh l hnh phc ca chng ta.

3. C tp th cng nhau lm vic nhng trch nhim thuc v c nhn.

4. Lun tm cch vt ln chnh mnh qua vic cnh tranh vi chnh bn thn mnh.

5. Lin tc i mi tn ti v pht trin2. I NG LAO NG:Khch sn Kim hin nay c khong 204 nhn vin. Trc y tng s nhn vin l 250 nhng do t nc ang trong giai on hu ca cuc khng hong kinh t nhng nm gn y.Nn khch sn ct gim chos lng nhn vin xung ch cn 204 nhn vin.Tuy lc lng nhn vin gim nhng cht lng dch v v phc v ca khch sn vn khng h st gim m vn khng h st gim m tnh chuyn nghip ca nhn vin ngy cng c pht huy.p ng tt nhu cu ca khch hng.

3.C CU T CHC QUN 3.1 S t chc ca khch sn:3.2 S cu to khch sn:

LOBBY

3.3 S t chc nh hng & tic:

4. C S VT CHT V K THUT CA KHCH SN

Din tch mt bng: 1292m2Din tch tin snh: 468m2Thang my khch : 3 ( 1 khu vc nc, 2 khu vc sau)

Thang my ni b: 2Phng: 132 phng

Nh hng: 5 nh hng ( Si Gn Hall, Queen Hall, King Hall,Boulevard, Lotus Hall)4.1 Cc lo i ph ng, d ch v v ti n nghi trong kh ch s n.

Loi phngS lngDin tch(m2)Gi phng n

Cng b phng i

Deluxe3226129 USD149 USD

Premium Deluxe1736149 USD169 USD

Super Deluxe3226169 USD189 USD

Orient Deluxe2032189 USD209 USD

Royal Deluxe1731209 USD229 USD

Deluxe Suite1255269 USD289 USD

Excutive Suite0262319 USD339 USD

Tng s ging 263

Trong King size :17 ging

Queen size :10 ging

Single: 236 ging

Tt c cc phng ng u nng cp sa cha, thay mi ton b sn g to v sang trng ,cc phng u c trang b ADSL trong phng v thay mi ton b TV 21,25 v 29inch .Ngoi ra ,cc phng ng u c t thm gi lm tng thm s sang trng v tin ch s dng cho khch hng.Chi tit :

Loi phngV tr phngviewSn Tin ch Tnh cht

Deluxe( 32 phng)T lu 1 n lu 4 khu vc sau. S ui phng 09,10,11,12,17,18,21,2201 ca s .Dy chn hng qua REX. Dy l hng qua Sunwan.cc phng 110,112,210,212,nhn ra h bi Thm +gTV 21inch.Truyn hnh cap ADSL,Safe-box.Mini bar ,tr, caf, nc suiGing ghp hoc 2 ging n. Khng t ging ph .Bn lm vic nh

Premium Deluxe(17 phng)T lu 1 n lu 4 khu vc sau. S ui phng 15,16,19,20,232 ca s i xng cui phng.Sn g TV 21inch.Truyn hnh cap ADSL,Safe-box.Mini bar ,tr, caf, nc suiGing ghp v 1 ging n. Hoc 3 ging n .Bn di trang im

Super Deluxe(323 phng )T lu 5 n lu 8 khu vc sau . S ui phng 09,10,11,12,17,18,21,22Ca s phng chn nhn ra khch sn Rex. Ca s phng l nhn ra Sunwah Tower Sn gTV 21inch.Truyn hnh cap ADSL,Safe-box.Mini bar ,tr, caf, nc suiGing ghp hoc 2 ging n khng t c ging ph. Bn lm vic nh

Loi phngV tr phngViewSnTin chTnh cht

Orient Deluxe (20 phng)T lu 5 n lu 8 khu vc sau. S ui phng 15, 16, 19, 20, 23.2 ca s i xng cui phng.Sn gTV 21inch.Truyn hnh cap ADSL,Safe-box.Mini bar ,tr, caf, nc suiGing ghp v 1 ging n. Hoc 3 ging n .Bn di trang im

Royal Deluxe (17 phng)Khu vc sau t lu 2 ti lu 8. S ui phng 07 v 08. khu vc trc phng 106, 206 v 306.02 ca s i xng cui phng. Phng chn nhn ra ng L Li v Nguyn Hu. Phng nhn ra ng Nguyn Hu v Sunwan Tower. Ring phng khu trc nhn ra vn.Sn gTV 25inch.Truyn hnh cap ADSL,Safe-box.Mini bar ,tr, caf, nc sui. Cn sc khe. Phng tm v toilet ring bit.Ging queen size hoc 02 ging n. C th t thm ging ph. C bn lm vic ring. Ring phng khu vc trc khng dt c ging ph.

Deluxe Suite (12 phng)T lu 1 n lu 3 khu vc trc. S ui phng 02, 03, 04, 05.Ca s ln nhn ra ng Nguyn Hu.Sn gTV 29inch.Truyn hnh cap ADSL,Safe-box.Mini bar ,tr, caf, nc sui. Cn sc khe. Phng tm v toilet ring bitPhng khch v phng ng ring. Ging ghp hoc 02 ging n. C th t thm 1 ging ph. C bn lm vic ring, bn gh salon trong phng khch

Excututive Suite (02 phng)T lu 1 n lu 2 khu vc trc. S phng 101+100, 201+200.Khng c ca s.Sn gTV 29inch.Truyn hnh cap ADSL,Safe-box.Mini bar ,tr, caf, nc sui. Cn sc khe. Phng tm v toilet ring bitC th s dng nh mt phng connecting hoc 2 phng ring bit, 2 toilet ring. Phng c s ui 01 c 1 ging ln ( king size). Phng c s ui 00 c 02 ging n, c bn gh tip khch.

GI C DCH V HIN TI:Loi phngSingleDouble/Twin

T 31/03 n 30/09/2010

Deluxe8585

Premium Deluxe105105

Super Deluxe120120

Orient Deluxe130130

Royal Deluxe140140

Deluxe Suite210210

Executive Suite230230

T 1/10 n 31/12/2010

Deluxe9595

Premium Deluxe110110

Super Deluxe120120

Orient Deluxe135135

Royal Deluxe145145

Deluxe Suite210210

Executive Suite230230

TiN NGHI TRONG PHNG:iu ha Ca s Bnh nng lnh Bn gh Bn trang im T T lnh Bn tm Vi hoa sen Ti vi Internet in thoi quc t trc tip Ban cng Bn i

n sng min ph Hng vn Dng c pha tr, caf Kt an ton

Hng ng ph Cc mn n:

Vit Nam Trung Quc u DICH VU VA TIEN NGHI

T chc s kin, hi tho Tic ci Dch v du lch Trung tm thng mi Bi t Nh hng, qun bar 4.2QUY BAR:Tn: Rendez-vous Caf

V tr: Khu vc tin snh.S gh: 40

Hnh thc hot ng:

Ca sang t 7h00 n 15h00

Ca chiu t 15h00 n 23h00( trng hp khch ngi tr hn th vic phc v vn duy tr cho n khi ht khch)Thc n: chuyn phc v cc loi thc ung c pha ch t tri cy v ru( Cocktail), cc loi thc n nh( Snack)

Gi bn bnh qun:

Cocktail t USD 3.00 n USD 4.50 ( cha bao gm thu)

Snack t USD 2.00 n USD 8.00 (cha bao gm thu)

i tng khch: tt c i tng khch trong v ngoi khch sn.

4.3PHNG HP:Hin ti cc phng hp u c nng cp, lt sn g, tng p g v thi to v sang trng v lch s. Cc phng u c trang b h thng m thanh, nh sang hin i. Mn hnh LCD v h thng phin dch t tiu chun quc t ph hp vi cc loi hnh hi ngh, hi tho, cc bui tic lnTin nghi phc v cng tc:Phng chc nng & phng hi hp - Gm cc tin nghi t tiu chun quc t phc v t chc cc s kin vi sc cha 450 ngi, phng nh vi sc cha 12 - 30 ngui, c trang b thit b nghe - nhn v hi hp ti tn nht.Trung tm thng v - Gm Internet, email, my sao, v in thoi gi trc tip quc t ( IDD )Internet - Gm Internet ADSL tt c cc phng, Internet khng dy tin snh ( min ph ), v truy cp Internet trung tm thng v ( c tnh ph )Cc loi phng hp:Din tch: 555 m2c th chia lm 2 phng.

Sc cha: 100 Pax( lp hc).200 Pax(rp ht) v 80 Pax (ch U)

Gi thu: 320 USD/ngy v 160 USD/ na ngy (cha bao gm thu)

Tic ci: 400 khch (ti a)

Gi tic: bnh qun USD 14.00/khch (cha bao gm thu)

Din tch: 161m2Sc cha: 80 Pax (lp hc), 150 Pax (rp ht) v 60 Pax ( ch U)

Gi thu: 280 USD/ngy v 140 USD/na ngy ( cha bao gm thu)

Tic ci: 240 khch (ti a) tnh lun sc cha ca phng TulipGi tic: bnh qun USD 13.00/ khch ( cha bao gm thu)

Din tch 45 m2Sc cha: 30 Pax (lp hc), 40 Pax (rp ht) v 60 Pax ( ch U)

Gi thu: 180 USD/ngy v 80 USD/na ngy ( cha bao gm thu)

Din tch 45m2

Sc cha: 22 Pax ( oval)

Gi thu: 180 USD/ngy v 80 USD/na ngy (cha bao gm thu)4.4NH HNG V CAF:Nh hng Boulevard (Boulevard Restaurant) c th phc v 180 khch cc ba sng, tra, ti vi cc mn n Vit Nam, Trung Quc, , u c c bit t tng 4 Block A, thc khch c th va thng thc ba ti va ngm khung cnh tuyt p ca ng ph Nguyn Hu v m

Din tch: 380m2S gh: 100 (phc v im tm)Saigon Hall: gm cc mn Vit, M, Trung Quc, , v phng Ty.Rendez-vous Cafe': gm nhiu loi cocktail v ru u trong mt khung cnh m cng v quyn rGold Fish Restaurant: nh hng ngoi tri vi phong cnh rt lng mn lc v 4.5PHNG TIC V HI NGH: Phng tic Lotus(L.9): 400 ch

Phng tic Si Gn (Trt): 230 ch

Phng tic Bolulevard Restaurant with European, Italia, Chinese,& Vit Nam cusine (L.4): 200 ch

Phng tic Queen Hall (L.1): 500 ch

Phng tic King Hall (L.3): 500 ch 5.VN CHUYN:

Khch sn c 05 xe hi gm (02 xe TOYOTA 4 ch, 02 xe TOYOTA 7 ch v 01 xe TOYOTA 16 ch ). So vi trc khch sn ch c 1 xe 04 ch th nay trang b them c 4 xe cc loi p ng c yu cu vn chuyn, a n v nhu cu a n ca khch thng nhn.6. MT S C S VT CHT - K THUT KHC:Health Club: Fitness, Saunna, Massage. Steambath & Jacuzzi (tng 04 khu vc Excutive Tower)Phng tp th c trang b vi cc dng c v my tp hin i. Khu vc massage c 07 phng massage vi y phng sauna, steambath v h jaccuzi mi c nng cp theo ng tiu chun quc t.Swimming Pool Tng 01, c thit k v trang tr hi ha vi tng th chung lm tng them dch v cho khch n lu tr. Art Gallery

Souvernir Shop

- IDD telephone . High speed internet ( ADSL)

Email

Faxing & photocopy.

Postcard & stamp.

Traslation & Interpreter.

Word processing & printing

Tour Desk

Hotel reservation

Airline confirmations and reservations.

Office for lease.

Intant office service

Conference room

Meeting arrangement

Conference equipment rental

Information supplying.

Bn cnh khch sn cn xy dng cc tiu o, h c, cy xanh to cnh quan thong mt, mi trng trong lnh, d chu cho du khch.Ngoi ra khch sn cn c 2 vn phng cho thu:Ideal 2,500 sqm location in the hert of H Ch Minh City,

123 L Li AVE, District 1, H Ch Minh, City.

Tel: (84-8) 3821 3019 or Fax : (84-8) 3829 0930

E-mail:kimdobc@fmail.vnn.vnContact Office in HaNoi25 Ba Trieu St., Hon Kim Dist, Ha NoiTel: (84-8) 3936 1326 Fax: (84-8) 3936 1326

Email: kimdohotelhn@fmail.vnn.vn

Office for lease: Prime location

24-hours security

100% emergency backup power (AST generator)

Fully air conditioning equiepment IDD telephone syterm

Photocopyinh

Faxing

Mail box

Instant office service

Office space available from 15,00 sqm

7.QUY HOCH KHCH SN: Khch sn Kim Do thuc quyn s hu ca Saigon Tourist, mt trong nhng cng ty l hnh thuc s hu Nh Nc ln nht Vit NamKhch sn d n m rng:-Ch u t: Saigontourist Holding Company Saigontourist Holding Company 23 Le Loi Blvd, 23 L Li Blvd, District 1, HCM City, Viet Nam Qun 1, HCM - City, Vit Nam Tel: 84-8-822 5874 Fax: 84-8-829 1026 Tel: 84-8-822 5.874 Fax: 84-8-829 1026 Email: saigontourist@sgtourist.com.vn Email: saigontourist@sgtourist.com.vn 2- Objective: Build a new high-rise building with 40 stories with a 5star hotel with 585 rooms & hotel facilities; and parking - Mc tiu: Xy dng mt tng cao mi xy dng vi 40 cu chuyn vi mt khch sn 5 sao vi 585 phng & tin nghi khch sn; v bi u xe 3- Location: 129-131 Nguyen Hue Blv., District 1, Ho Chi Minh City - a im: 129-131 Nguyn Hu., Qun 1, Thnh ph H Ch Minh 4- Scale: - Quy m: - Area: 5,786 m2 - Din tch: 5.786 m2 - Capital: US $60 million - Vn: US $ 60.000.000 5- Investment form: JV. - Hnh thc u t: lin doanh. BCC BCC 6- Investment incentive: Corporate Income Tax: 28% (Degree 164/2004/ND-CP dated 22/12/2003) - u i u t: Thu thu nhp doanh nghip: 28% (Bng cp 164/2004/ND-CP ngy 22/12/2003)8 S B NHN XT V TH MNH V KH KHN CA KHCH SN:8.1Th mnh ca khch sn:Khch sn Kim nm trung tm thnh ph, Khch sn Kim Hong Gia c v tr rt thun li cho qu khch trong qu trnh thm quan thnh ph, khm ph cc a im du lch, gh thm cc trung tm mua sm v cc khu vui chi, gii tr.

Danh sch im n: Ch Bn Thnh, cch 0.3 dm, Nh ht ln thnh ph cch 0.05 dm, Nh th c B, cch 0.5 dm, Sn bay Tn Sn Nht cch 4.2 dm, Ca hng min thu cch 0.001 dm.

8.2Kh khn ca khch sn: Nhng nm gn y, nc ta tham gia hi nhp quc t rt mnh m cng vi s pht trin mnh m ca Tp.H Ch Minh. y l nhng iu kin thun li khch sn pht trin song khch sn gp khng t kh khn, thch thc nh s pht trin nhanh chng ca cc nh ngh, cc c s kinh doanh dch v, l i th cnh tranh trc tip ca khch sn. tn ti, pht trin v khng nh v th ca mnh Khch sn cn phi c cc k hoch kinh doanh ph hp. chnh l thch thc i vi nhng nh qun l ca khch sn Kim .Pht trin hot ng kinh doanh khch sn ang v s l vn thu ht c s quan tm ca cc nh qun l nng cao hiu qu kinh doanh, tng k nng cnh tranh ca khch sn.

II. KHI QUT HOT NG KINH DOANH CA KHCH SNHng kinh doanh ca Kim , ng Nguyn c Thng - Gim c khch sn cho bit: Kim lun ch trng u t nng cp v sn phm, coi trng cht lng dch v v thi phc v n cn, chu o vi khch. Lm sao du khch nhn c mt dch v tng xng vi s tin h b ra, thm ch c nhiu hn nh th.Tt c s thay i ca khch sn cng u nhm hi lng nhng yu cu ngy cng cao ca khch hng, ng thi cng l cch gi chn h trong nhng ln sau.ng cho bit thm, cng chnh v phng chm ny v s n lc thay i, lm mi mnh ngy hm nay lun tt hn ngy hm qua m t thng 11/2006, Kim c cng nhn l khch sn 4 sao.Khng ch u t khu hi ngh m rng phc v cho khch MICE, ni rng mt tin snh ca khch sn m Kim cn nng cp, u t nhiu cho cc trang thit b, nng cp phng ng, h thng an ninh nhm m bo an ton cho khch v nht l cc tiu chun ngt ngho v mi trng xanh v sch.iu ng ch l nhiu nm qua, Kim vn l la chn hng u cho cc s kin th thao quc t ln din ra ti TP.HCM. Hn na, Kim cn c th mnh v m thc vi nhiu mn n u, mang hng v c o do u bp ni ting V Vn Anh vi gn 20 nm m nhim lm hi lng nhiu du khch khi n y.Vi tt c n lc phn u v chin lc pht trin ca Kim u da trn nn tng ca cu slogan Hnh phc ca qu khch l nim hnh phc ca chng ti - Your happines is our happiness.1. NHNG HOT NG KINH DOANH CH YU CA KHCH SN Kinh doanh phng bung. Kinh doanh nh hng, tic v hi ngh.

Vn phng cho thu

Sale tour Dch v cho thu xeCc dch v hot ng kinh doanh khc:

a n sn bay;

i tin

Git i

Phng tranh

Quy bn hng lu nim(quy hng lu nim c b tr snhn tip, ni m khch d thy nht c th mua khi ra v)2. HNH THC HOT NGCa sng:

Hot ng t 6:00 n 14:00

Phc v n sng buffet cho khch trong v ngoi khch sn.

Gi phc v im tm t 6:00 n 9:30( t th 2 n th 6) v t 6:00 n 10:00 (th 7 v ch nht)

Hot ng bui tra ch yu l bn thc n gi mn ( la carte) vi cc mn n c ch bin theo hng v v phong cch ca Vit Nam, Trung Hoa, v Chu u.

Gi bn im tm:

i vi khch phng : Min ph

i vi khch ngoi: USD 10.00 ( Cha bao gm thu GTGT)

Ca chiu:

Hot ng t 14:00 n 22:00

Phc v loi hnh thc n la carte cho khch phng v khch vng lai.

p dng set menu v thc n buffet cho tic lin hoan, sinh nht, tic ci, S gh ti a phc v tic 120 gh.

Gi phc v tic bnh qun USD 13.00/khch ( cha bao gm thu GTGT )Ca m:

Thi gian t 22:00 n 6:00

Hnh thc phc v ti phng ( Room Sevice)

i tng khch c phc v l khch ang lu tr trong khch sn.

Phc v cc mn n c t sn trong phng khch.

3. HOT NG KINH DOANH N UNG TI NH HNG CA KHCH SNB phn phc v n ung: Cung cp nhiu tin nghi, dch v cho khch,nhng tp trung ch yu vo vic phc v n, thc ung trong nh hng,khch sn, phng hp, i snh theo cc kiu goi theo mn hoc t chn,thc hin vic phc v ti bung hoc phc v hi ngh, ph trch b phnphc v n ung, l ngi chu trc nhim v cc hot ng ca b phn viban Gim c.I TNG PHC V:

Khch quc t v trong nc:

Khch thng nhn, kinh doanh;

Khch vng lai; Khch t tic v hi ngh; Khch n lu tr ti khch sn; Khch on;3. 1 Kinh doanh hi ngh: Trong vi nm tr li y, khng ring khch quc t vi cc tour MICE, nhiu n v t chc s kin, hi ngh trong nc vi s lng khch ln n vi trm ngi th vic tm mt ni thun tin, dch v chuyn nghip, gi phi chng cng l vn nan gii. Nht l khi h mun t chc ti cc khch sn ln ngay trung tm TP.HCM. Nm bt c nhu cu ny, khch sn Kim u t mi v m rng thm hng phc v. Queen HallVn gi s lng n nh l 130 phng ng tin nghi vi cc dch v n ung phong ph v nhiu dch v khc nh spa, CLB th dc, phng tranh... khch sn Kim va xy dng thm khu vc hi ngh m rng (Convention Centre), vi 6 phng chnh nhm phc v cho nhm khch MICE trong v ngoi nc.Rose & Tulip Room vi sc cha t 20 - 30 ngi; Saigon Hall c th n 150 khch, Lotus Hall phc v khong 300 khch; 2 i snh Queen Hall v King Hall c th n ln lt t 500 n 600 khch. y l cc phng a nng, khng gian rng, c th xp gh linh hot theo yu cu ca hi tho, hi ngh, showroom trin lm hay cc loi tic ci, sinh nht...Ni tht trong cc phng u c thit k chun mc theo tng mc ch, khng gian thong vi h thng nh sng chun. Mc d ch mi a vo hot ng vo thng 10/2008 nhng trung tm hi ngh gip khch sn Kim hon thnh doanh thu v li nhun sm hn d nh 1 thng (11/2008).

3.2 Kinh doanh nh hng: 3.2.1Tic Ci Party Sinh nht: Phng tic Lotus(L.9): 400 chPhng tic Si Gn (Trt): 230 ch

Phng tic Queen Hall (L.1): 500 chPhng tic King Hall (L.3): 500 ch3.2.2Buffet :

Nh hng Boulevard: M ca t 6:00 sng ti 11:00 m, nh hng Boulevard c sc cha 180 khch chuyn phc v ba sng buffet, n tra, n ti v tic vi cc mn n u Vit Nam, v Trung Hoa. T tng 4 ca Thp Excutive, qu khch c th va thng thc ba ti, nhm nhi mt ly ru va ngm cnh nhn nhp m khng km phn lng mn ca i l Nguyn Hu v khu trung tm ca Thnh ph.4. HIU QU KINH DOANH CA KHCH SN Trong nhiu nm qua khch sn Kim t c hiu qu kinh doanh rt ng c nh:

Nm 2006 21 t

Nm 2007 26 t

Nm 2008 30 t

Nm 2009 33 t

Nm 2010 Ch tiu t 40 t

Qua s liu thng k trn cho ta thy khch sn Kim ang ngy cng vng mnh v pht trin khng ngng. So vi nhng hot ng kinh doanh ca mt s khch sn khc th khch sn Kim cng em li mt ngun li ng c cho doanh nghip nh nc ni chung v khch sn Kim ni ring.Gp phn thc y nn kinh t quc dn.

Thu nhp t nghip v kinh doanh n ung:

i vi tic ci, trung bnh 1 thng khch sn c khong 10 tic ci.Mc gi trung bnh cho mt bn tic l 3,5 triu/1ban/10 khch bao gm 5% ph dch v & 10% thu gi tr gia tng.

Trung bnh 1 tic ci l 350 khch

Gi trung bnh ca 1 tic ci 350 khch l:

3.500.000 * 350 = 1.225.000 (VN/1ban/10 khch)

Doanh thu 1 thng ca khch sn trong kinh doanh tic ci l:

10*1.225.000 = 1.225.000 000 (VN) Hi ngh:

Vanue CapacityRental Fee (USD)

PerdayHalfday01 Hourse

Lotus Hall350 Person48033550

Saigon Hall200 Person42029040

Rose Room30 Person24016520

Tulip Room40 Person24016520

King Hall400 Person1.8001.300200

Queen Hall500 Person1.5001.000200

EQUIMENT RENTAL FEE:Banner: USD 30.00/set

LCD Systerm: USD 45.00/halpf day

USD 80.00/day

Computer: USD40.00/set/day

Back drop: USD 50.00/set

Translation: USD 05.00/set/dayCOFFE BREAK: USD 03.00/person/time

BANQUET: USD16.00/person/time

BEVERAGE:

Discount 10%on all hourse beverage

Corkage fee: USD 01.50/person

5%service charge & 10 % tax will be add to the above rates.

Rates are subject to chage without notice.

CHNG III: CC KHU NGHIP V CH YU TRONG HOT NG KINH DOANH N UNG TI NH HNG CA KHCH SNChc nng, nhim v ca b phn l tn trong khch san:1. B PHN L TN.

1.1.1 Chc nng: B phn l tn l trung tm vn hnh nghip v ca mt c s cung cp dch v lu tr, l cu ni gia khch v khch sn. Ngoi ra, b phn ny cn lm cng tc tham mu cho Ban Gim c khch sn, hng ngy kp thi nm bt cc thng tin v th trng du lch, v ngun khch, v nhu cu ca khch, v cc i th cnh tranh, v cc chng trnh pht trin du lch ca Nh nc, thnh ph, v cc s kin c lin quan n du lch, ri trnh ln Ban Gim c nghin cu, nh ra hoc iu chnh k hoch kinh doanh.

1.1.2 Nhim v:

- Nhim v hng ngy, thng xuyn tip nhn khch p ng nhu cu lu tr cho khch.

- Tip tn tip xc vi khch, chuyn cho cc b phn khc cung cp thng tin v nhu cu ca khch, tip nhn khiu ni ca khch kp thi phn hi cho b phn lin quan.

- Tip tn c nhim v a n khch theo yu cu, nhn v chuyn th t, bu kin, bo ch, in thoi t ngoi gi n cho khch hoc t trong phng khch gi ra ngoi khch sn. i tin cho khch.

- Tm kim thng tin, t liu v khch, x l thng tin, lp h s khch v lu tr, kp thi phn nh vi Ban Gim c v ngun khch, tnh hnh tiu th sn phm (phng bung) ,v doanh thu,

- Lp ra v duy tr h thng my vi tnh ( c nhn hoc ni mng) Np vo my tnh cc d liu cn thit v khch cho cng tc bn phng,theo di, phc v v k ton, bo m cho my tnh hot ng tt, hu hiu.

- m bo vic ct gi hnh l khch gi, m bo vic lu gi tin bc, n trang, giy t khch gi v hon tr ng th tc.

- Sn sng gip khch v nhng thng tin, a ch, ni cp, tham quan, lm cu ni gia khch v dch v bn ngoi khch sn (thu xe, mua tour, t v my bay, nh hng,)

- Trch nhim i vi chnh quyn a phng trong vic bo co tnh hnh lu tr, hng dn khch khng lm nhng g lut php khng cho php.

- iu quan trng nht l bo m an ton tnh mng v ti sn cho khch trong sut thi gian khch lu tr. 1.1.3 Quy trnh n tip phc v khch lu tr( t chc hot ng ca b phn l tn)

Nhn ng k bung

Lm th tc check-in

Phc v trong thi gian khch lu tr ti khch sn

Lm th tc check-out

Nhn ng k bung:

Nhng nhn vin ng k bung ca khch sn l nhng ngi u tin giao tip vi khch, v vy thi ca h i vi khch tt hay khng, ging ni ca h d chu hay khngs tc ng n n tng u tin ca khch v khch sn v c th s nh hng s la chn v quyt nh ca khch v vic c mua sn phm ca khch sn hay khng t khi h cha ti khch sn.

Nh vy ngoi nhim v lun phi to n tng u tin tt p cho khch hang v cht lng dch v v v khch sn, b phn nhn ng k bung khch sn cn nhn hai nhim v na l :

Bn bung nhm ti a ha cng sut s dng v cc i ha doanh thu v li nhun cho khch sn.

Xy dng d bo v bung phng cho khch sn nhm gip cc b phn trong khch sn ch ng trong vic ti u ha s dng cc ngun lc ( con ngi v c s vt cht k thut) v t chc phi hp hot ng gia cc b phn mt cch n khp, nhp nhng.

Lm th tc check-in:

Tin hnh k nng bn tn thu cho khch sn: thuyt phc khch bn c loi bung tt hn vi mc gi bn cao hn so vi loi bung v mc gi v khch tha thun khi ng k bung khch sn.

Cung cp thong tin v khch sn v qung co bn cc sn phm khc ngoi dch v bung ng cho khch sn.

Tm hiu v phng thc thanh ton ca khch c bin php ch ng x l trong nhng tnh hung c th.

Kt hp cht ch vi cc b phn c lien quan phc v khch tt hn

M ti khon theo di v cp nht mi chi tiu ca khch trong sut thi gian lu li ca h nhm trnh nhm ln v tht thu cho khch sn.

T chc phc v trong thi gian khch lu li ti khch sn:

Phi c k nng giao tip tt lun lm hi long khch trong sut qu trnh phc v, gip nng cao cht lng dch v ca khch sn thong qua s cm nhn tt ca khch v khch sn.

Phi ch cc k nng x l phn nn ca khch v c bit l k nng x l vi nhng khch hng nng tnh v kh tnh. Nhng k nng s gip khch sn gi chn nhng khch hng cha hi lng vi cht lng dch v ca khch sn v h s tnh nguyn quay tr li khch sn trong tng lai.

Lm tt cng tc k ton l tn khch sn : phi cp nht chnh xc mi khon tiu dung ca khch hng theo ha n t cc b phn khc chuyn ti ( hoc t ng trong my tnh) vo ti khon ca khch, vo s ci k ton l tn v s ci k ton khng phi ca khch theo ng nguyn tc k ton. Hng m nhn vin kim ton m phi tin hnh tnh s d cho tt c cc ti khon ca khch.

Lp bo co hng m v tnh trng thc hin mt s ch tiu kinh t ca b phn lu tr v mt s b phn c lien quan trong khch sn bo co Gim c khch sn vo bui sang.

Lm th tc check- out:

Phi nm chnh xc ngy, gi khch s check-out lm cc bc chun b cn thit cho vic lm th tc check-out mt cch hiu qu. Khi khch thng bo tr bung sm nhn vin l tn phi tm hiu nguyn nhn c bin php thch hp.

Thng tin cho tt c cc b phn c lin quan trong khch sn cc b phn ny cp nht ngay nhng chi tiu cui cng ca khch vo ha n chuyn cho b phn thu ngn khch sn hoc nhp vo my tnh khch sn.

Cn i tnh s d v kha ti khon cho khch, xy dng ha n tng hp chun b th tc thanh ton thu tin ca khch. Yu cu t ra l phi thu ng v tt c cc khon tin v nhng dch v m khch s dng ti khch sn trong sut thi gian lu tr ca h.

Phi nm nhng quy trnh thanh ton ca tng phng thc thanh ton: bng tin mt, bng th tn dng, theo ha n thanh ton trc ca cc hng l hnh hay qua ti khon ca cng ty

Ch ng gi khch phn hi cho khch sn trc khi h ri khch sn. Nhng iu phn nn ca khch phi c chuyn n cc a ch cn thit v nht thit phi bo co vi nh qun l khch sn gii quyt trit th khch sn mi hng c li h trong tng lai.

Cn c s phi hp tt t cc nhn vin vn chuyn hnh l v nhn vin bo v khch sn vic tin khch c din ra thnh cng.

2. NHN SB phn l tn ca khch sn Kim c khong 30 nhn vin vi tc phong nhanh nhn, nhit tnh v chuyn nghip. p ng tt nhu cu ca khch.

3. S SCH CA B PHN L TNGm :S khch lm check- in;

S khch check out;

S bn giao ca lm vic;

II. B PHN PHC V PHNG BUNG TRONG KHCH SN1. T CHC HOT NG CA B PHN PHNG BUNG.- Tin hnh lm v sinh cc khu vc: bung ng cho khch thu, cc khu vc s dng cng cng bn trong v bn ngoi khch sn;

- m ng cng vic git l vi, cho ton khch sn, git l qun o ca khch ngh ti khch sn v c th cung cp dch v git l cho cc khch sn v c s bn ngoi;

-Cht lng ca b phn phc v bung c nh hng mnh ti cht lng dch v chung ca khch sn. V dch v bung ng l dch v chnh ca mt khch sn, khch ti khch sn l tm thu bung ng qua mi m hoc nhiu m ty thuc vo mi cuc hnh trnh. iu m h mong mun l c c mt khng gian ngh ngi tht thoi mi, an ton, thong mt, v sinh, m cng v gn gi i vi h khch sn nh ngi nh th 2 ca h vy, mt khc, khch ca khch sn l nhng ngi c kh nng thanh ton cao, h cng b ra bao nhiu tin, cng c nhiu kinh nghim i du lch th yu cu, i hi ca h v cht lng sn phm khch sn cng cao. iu l gii ti sao vn v sinh ca mt khch sn li phi kim sot cht ch hot ng ca b phn phc v bung trong khch sn.2.CHC NNG V NHIM V.1.2 Chc nng:- Qun l nhn vin

- Qun l c s vt cht k thut v cung ng vt t hng ha trong khu vc bung.

- Qun l cng tc v sinh khu vc bung ng ca khch, khu vc cng cng, cc khu vc bung ng ca khch, cc khu vc dnh cho nhn vin trong khch sn, nh kho,

- iu hnh hot ng ca ton b phn theo nh hng chung ca khch sn l nhm ti a ha li nhun v doanh thu cho khch sn.

- Duy tr h thng thng k v bo co thng xuyn cho nh qun l v thng tin cho cc b phn c lin quan khc ( c bit l b phn l tn khch sn)

1.2 Nhim v: - Phn cng, b tr v iu ng nhn vin sao cho bo m tt c cc bung s c khch check-in trong ngy u tnh trng v sinh sch s v sn sng trc khi khch ti khch sn.

- Thit k cc s biu mu v tnh trng bung mt cch n gin v d hiu thng tin cho cc b phn lin quan.

- T chc quy trnh lm bung ca nhn vin mt cch khoa hc v n np.

- Chu trch nhim thng xuyn kim tra vic sp xp, kim tra v giao nhn hng ha vt t trong kho thuc b phn phc v bung.

- o to, hun luyn nng cao tay ngh cho nhn vin trong b phn ca mnh ph trch.

- Phi hp hot ng vi cc b phn lin quan mt cch c hiu qu.

3.NHN S:B phn phng ca khch sn hin ti c khong 35 nhn vin, khch sn vi i ng nhn vin phc v phng bung nhiu nm kinh nghim, lch s v rt nhit tnh s lm hi lng qu khch khi lu tr ti khch sn.

III. B PHN N UNG TRONG KHCH SN 1.CHC NNG V NHIM V:1.1 Chc nng: Cung cp nhiu tin nghi, dch v cho khch,nhng tp trung ch yu vo vic phc v n, thc ung trong nh hng,khch sn, phng hp, i snh theo cc kiu goi theo mn hoc t chn,thc hin vic phc v ti bung hoc phc v hi ngh, ph trch b phn phc v n ung, l ngi chu trc nhim v cc hot ng ca b phn vi ban Gim c.1.2 Nhim v: Nhim v ca b phn kinh doanh n ung trong khch sn l thc hin vic bn cc sn phm cui cng ( ung, thc n c ch bin) cho khch thng qua hnh thc dch v phc v trc tip ti nh hng.

Giai on 1: chun b phng n v by bn n (trc khi khch ti khch sn)

Giai on 2: n tip v gip khch nh v ( khi khch ti nh hng). Giai on 3: Phc v trc tip ( trong thi gian khch n ung ti nh hng). Giai on 4: Thanh ton, tin khch v thu dn bn n (khi khch ri nh hng).2. NHN S:B phn n tic v nh hng ca khch sn Kim vi tng s nhn vin l 45 nhn vin. Vi phong cch lch s, hi ha, nhanh nhn, nhit tnh v chuyn nghip dp ng tt nhu cu ca thc khch.

3. DCH V TIC CI, HI NGH - PARTYHng mc khuyn mi tic ci:150 khch:

Phng Tn Hn, 02 phn im tm, 02 phn n nh trc tic.

Hoa ti trang tr phng n v bn tic.

Gin to khi thp ly champagne

Signboard kt hoa trc khch sn, cng hoa bong bong

Phng ch mp sn khu.

100 khch - 280 khch:

02 chai Sparkling wine

S hng k tn

Bnh ci 01 tht, 04 gi

Mc lm l u gi (ting vit)

180 khch 330 khch:

Tng ban nhc sng hoc ban nhc ha tu c in.

340 khch 390 khch :

Cng hoa ti trc phng tic

Dung th thc n cho 10 khch

Min ph nc ngt sut tic.400 khch 500 khch:

B hoa ti, 08 hoa ci o.

Hng mc pht sinh t thanh ton:

ng hoa ti v to khi ln sn khu 2.000.000

Ma, LCD, v cc hng mc khc

THC NKHAI V:Khai v Kim ( tm, ph mai, gi s ip, ch tm, nem) 650.000 Bt bu lnh T Xuyn 630.000

4 mn khai v( gi c h, s ip xo, r tm, c chin gin) 630.000

3 mn khai v (gi hnh hng, di trng, c chin b) 620.000

2 mn khai v( gi cung nh, ch gi c bit) 620.000

Tm chin bt bu (1o con/da) 600.000

Cng cua bch hoa (20 ci/da) 600.000

Bt bu khai v hoc s ip chin gin 600.000

GITm s xo cay650.000

Tm rang mui Hng Cng

650.000

Tm s rang me

650.000

Tm rang mui Hng Cng

650.000

Tm s hp bia

650.000

Tm s hp nc da

650.000

Tm chin cm

650.000

Tm bch hoa

650.000

Tm s hp bia

650.000 Tm s hp nc da

650.000

Tm chin cm

650.000

Tm bch hoa

650.000

C

C chm hp Triu Chu hoc Qung ng

620.000

C chm hp tng X.O

620.000

C lc nhi tht quay

600.000

C lc hp k ln

600.000

BO NG HI SM BONG BNG C

Bo ng nu tc tin

700.000

Bo ng nu nm ng c

700.000

Hi sm thp cm

620.000

Hi sm gi heo

620.000

Hi sm hm t qu

620.000

( Gn nai, dng b, gn heo, to tu)

Bong bng c nhi tht xt cua

600.000

Bong bng c hm ng c

600.000

Bong bng c hm tiu ti

600.000

GN NAI

Gn nai hm tc tin

600.000

Gn nai thp cm

600.000

Gn nai hm tiu ti

600.000

Gn nai hm nm ng c

600.000

THT TRU

i tri quay - khoai ty chin

650.000

i tri nu ragu

650.000

Tru nu ti

650.000

THT B

B cun ph mai Bnh m ti

650.000

B cun Pate Bnh m

650.000

B tn tin st tiu xanh Bnh m

650.000

B nu nho hoc nu bia Bnh m

650.000

B nu ti hoc nu tiu Bnh m

650.000

B nu sate Bnh m

650.000

THT VT

Vt quay T Xuyn Bnh bao

620.000

Vt quay st cam

620.000

Vt quay st tiu xanh

620.000

Vt hm bt trn

620.000 THT G

G quay Ty Ban Nha

640.000

G hp ru ng

640.000

G quay kiu

640.000

G quay Anh Quc

640.000

G hm nm ng c

640.000

G hm trn chu

640.000

G nhi tht quay

640.000 HEO

Heo sa quay bnh bao ( con/ da)

650.000 Sn heo Kim

620.000

Gi heo nhi tht nm ng c

620.000

Sn heo st a Trung Hi

620.000

Sn heo nng trung c

620.000

Sn heo nu ru

620.000

Sn heo st tiu xanh

620.000 Heo nng h - Bnh hi

620.000

Heo nng chao Bnh hi

620.000

CM BN M

Cm chin Kim

600.000 Cm chin Thng Hi ( C mn, da chua)

600.000 Cm Hong Bo

600.000 Cm chin l sen

600.000 Cm chin hi sn

600.000 Cm chin Dng Chu600.000 Cm chin tht cua hoc tht tm

600.000 Bun go xo Singapore

580.000 M Phc Kin xo hi sn

580.000 Bn hoc m xo hi sn

580.000 M xo thp cm

580.000

TH TIM C BIT

Gn nai hi sm dng b to tu

650.000

Ph tai k t - n sm - ht sen

650.000

LU

Lu Sukixaki - M hoc min hp

650.000

Lu hi sn sate m hoc min hp

650.000

Lu sng t pn l m hoc min hp

650.000

Lu thp cm M hoc min hp

650.000

Lu sng Thi Lan - M hoc min hp

650.000

Lu c diu hng nu riu M hoc min hp

620.000

TRNG MING

Rau cu

220.000 Kem ( thp cm)

220.000 Tri cy thp cm

220.000 Trng ming Kim

220.000 Nho M hoc bi

220.000

THC UNG :

a dng cc loi thc ung: cc loi bia, cc loi nc ngt, cc loi ru, cocktail, cc loi nc tri cy nh:

Whisky Sour

VN 72.000

Dry martini

VN 81.000

Margarita

VN 81.000

B52

VN 81.000

Boulevard Cocktail

VN 81.000

Rusty Nall

VN 81.000

Partis (750 ml)

VN 75.500

Ricard ( 750 ml)

VN 75.500

Singporesling

VN 108000

Martell X.O VN 2.779.000

Ortard X.O

VN 2.778.000Hennessy

VN 3.317.000.Thc ung khch mang vo vi ph phc v l 150.000 / bnThc ung ca Khch sn cung cp theo gi thng lng.Lin h b phn nhn tic:Tel : (84 8) 8225914 8225915 EXT: 8323 250MB: 0909 988 0954.CC KIU PHC V N UNG:- Phc v theo mn;- Phc v theo sut;- Phc v kiu gia nh;- Phc v tic ng (Buffet)- Phc v n v ung trong phng khch.

5. QUY TRNH, K THUT PHC V: Quy trnh phc v n ung trc tip ti nh hng:

Chun b phng n v by bn n n tip v mi khch nh v ti nh hng

Thanh ton, tin khch & thu dn bn n Bng, a, gp, rt thc n & ung phc v trc tip khch. Chun b phng n, by bn n:

Phi to mi trng, khung cnh, iu kin c bit sao cho khch n nh hng n ung c cm gic th gin, vui v, thoi mi nht. Mc ch ca cc nh hng l phi hp dn, thu ht khch n n ung khng ch bng cht lng v s a dng ca cc mn n, ung, m cn bng bu khng kh d chu, thoi mi& phc v n cn, chu o v nhit tnh ca nhn vin phc v trc tip .

Giai on chun b phng n rt quan trng.

Ni dung cng vic chun b l:

Lm v sinh phng n

Sp xp, k bn,gh trong phng n.

Tri khn tri bn

By bin bn n

Nhn vin phc v t chun b hon tt, t trng nh qun l nht thit phi kim tra tht k lng tng vic i vi tng nhn vin. Gim thiu ti a cc li c th xy ra.

n tip, nh v ,

Phn cng cho nhng nhn vin c kh nng nm bt tm l khch tt ( c trnh ngoi ng ), c kh nng nm bt tm l khch tt cung on phc v, tip khch trc tip nh : n tip khch mi n nh hng, mi thc n, nhn t n ca khch, bng a, gp rt thc n v ung phc v khch trong ba n,

Nh vy s lm tng s cm nhn ca khch v khch sn. Vic s dng lao ng theo cch ny cng gip nh qun l pht huy trit nng lc, s trng ca tng c nhn & tnh hp tc, tinh thn ng i ca nhn vin bn. iu s gip nh hng tng kh nng thu ht khch, tng kh nng cnh tranh, nng cao nng sut lao ng & em li hiu qu cao hn cho nh hng.

Nhn vin n tip khch phi hiu su sc v cc mn n, phong tc tp qun trong n ung ca cc min, dn tc khc nhau nhm c kh nng bn hng tt nht v ti a ha doanh thu cho nh hng.

Vic thc hin n tip khch nht thit phi c thc hin theo nhng nguyn tc giao t thch hp v tun th nghim quy trnh phc v.

T chc phc v trc tip trong thi gian khch n ung ti nh hng.

Giai on ny nhn vin phc v phi tip xc vi khch, trong thi gian tng i di v phi thc hin nhiu ng tc k thut.Yu cu dt ra trong giai on ny i vi nhn vin phc v:

- Nhn vin phc v phi lun c thi tt vi mi khch trong sut qu trnh phc v;

- Tc phc v phi nhanh v c bit ch m bo thi im phc v cc mn n kp thi;

- Phi thun thc trong cc thao tc k thut phc v trc tip mt cch chuyn nghip ca nhn vin nh hng.- iu gip phn bit th hng ca cc nh hng sang trng hay khng. iu s quyt nh vi mc ph phc v ca nh hng.

Thanh ton, tin a, thu dn:

y l giai on cui cng trong qu trnh phc v mt lt khch ca nh hng. iu quan trng nht l i hi nhn vin phc v phi bit kin tr nhn ni v lch s trong thi gian ch i khch n xong v thanh ton tin. Tnh chnh xc cao cng l yu cu khng th thiu ca giai on phc v ny.

Cng vic tin khch i hi nhng kin thc ca nhn vin phc v bn. Quyn ch ng cho trc khi chia tay l thuc v khch. Ngay sau khi khch ri khi nh hng, nhn vin phc v phi khn trng thu dn bn n (theo quy trnh k thut) tip tc phc v khch tip theo, ngi phc v phi c kh nng tnh nhanh h s s dng ch ngi ca nh hng ch ng tm cch tng kh nng quay vng ch ngi cho nh hng.Mt s cch by tr bn tic:

Cp xp ch ngi xung quanh bn tic Hnh ch nht - Khch khng c phu nhn + Xp khch ngi trc mt ch tic + Xp nhng ngi khc theo s th t xen k gia ch v khch

- Khch c phu nhn + Xp b ch ngi trc mt ng ch, hoc xp ng khch ngi trc mt ng ch + Xp b khch chnh ngi bn phi ng ch, ng khch chnh ngi bn phi b ch.

- Chiu i c khch danh d + Xp khch danh d ngi bn phi ch tic + Ngi khch chnh ngi bn phi ch tic

Hnh ch T + Xp khch chnh ngi bn tay phi ch nh

Hnh ch U + Xp khch ngi bn tay phi ch nh + Phin dch ngi trc mt ch nh

Bn trn

- Trng hp khch c phu nhn + Xp b ch ngi trc mt ng ch + B khch chnh bn tay phi ng ch + ng khch chnh bn tay phi b ch

- Khch khng c phu nhn + Xp khch chnh ngi trc mt ng ch

- Trng hp c khch danh d + Xp khch danh d ngi trc mt ng ch+ Xp ng khch chnh ngi bn tay phi ng ch

- Xp khch chnh ngi bn tay phi ch nh ri xp khch khc sang bn tri, bn phi ch nh. Ngi ngi trc mt mt ch nh l ngi c cp bc thp.3. THC TRNG V MT S BIN PHP NHM NNG CAO CHT LNG PHC V TI KHCH SN

3.1 Thc trng :

Nhng nm qua khch sn Kim lin tc th hin s pht trin v i mi ca mnh. Trong n lc gp phn bin du lch thnh cng nghip xanh khch sn Kim t chc thc hin quy trnh qun l mi trng v nhn chng ch ISO 14001 do t chc AFAQ ( Php cp)Hin ti khch sn Kim ang dn nng cp h thng trang thit b phng bung v tin nghi trong khch sn.

Vi mc tiu l trong vi nm ti Kim s tr thnh khch sn 5 sao t tiu chun quc t. Tuy nhin do cuc khng hong kinh t nhng nm gn y nn vic kinh doanh ca khch sn cng gp khng t nhng kh khn v th thch.

3.2 Mt s gii php nng cao cht lng phc v ti khch sn:

Khch sn cn thng xuyn m cc kha hun nghip, o to them cho nhn vin ca mnh c k nng nghip v cao trong lnh vc hot ng kinh doanh ca khch sn nhm p ng tt mi nhu cu ca khch v gii quyt mt s nhng s c hi hu c th xy ra mt cch chuyn nghip v hp l. Tun th nghim ngt cc quy nh ca khch sn, lm vic vi tinh thn on kt, k lut cao.

Lun to c hi cho qun l, c nhn pht huy tt nng lc lm vic ca c nhn mnh.

ra cc chin lc v hoch nh c th cc cng vic t c mc tiu trong kinh doanh.

Khch sn lp ra nh mc lao ng, xc nh nhim v c th chnh xc cho tng chc danh bo m tnh hp l, cng bng trong phn phi li ch c v vt cht v tinh thn.

Tuyn chn nhn vin lm vic c nng lc v t hiu qu ( c h s lun chuyn cao ).

Thc hin ch kch thch, khch l i vi nhn vin nh tin lng, tin thng.MT S HNH NH V PHNG V NH HNG CA KHCH SN KIM .

B Bi Nh Hng Deluxe Suite

Deluxe Room Executive SuiteHnh Lang

Phng Hp Orient Deluxe Premium Deluxe

Ni Tht Khch SnPhng Khch Superior Deluxe

Nh Hng

Ngoi CnhKhch Sn

Phng Khch

PHN III: KT LUN, KIN NGH:1. TM TT CC CHNG VIT:

Qua thi gian thc tp, em v cc bn Sinh vin trong trng c c hi c tip xc vi mi trng lm vic mang tnh chuyn nghip bn ngoi ti khch sn Kim Royal City. y l mt khch sn 4 sao t tiu chun quc t. V qua thi gian rn luyn v tip xc em chn ti Kinh doanh dch v n ung ti nh hng ca khch sn Kim Royal City. Thc trng v mt s gii php nng cao nhm nng cao cht lng phc v ti nh hng ca khch san tm hiu v bi p thm cho mnh kin thc trong lnh vc kinh doanh ti nh hng trong khch sn.2. NHNG TN TI, NHC IM KHI NGHIN CU TI:

Trong thi gian thc tp v tm ti liu qua sch, bo, tp ch, internet v cc anh ch qun l v nhn vin ni thc tp, em lun c gng sau thi gian thc tp em c thm mt lng kin thc v nghip v ca mnh song kin thc vn l v tn. Trong bi bo co thc tp ny em khng th nm vng hon ton v chnh xc tuyt i cc d liu c do vy em mong nhn c s cm thong ca cc thy c trong trng.V vi thi gian thc tp l hn mt thng song em v ni thc tp khng th phn b thi gian tham gia hon thnh ht cc nghip v trong khch sn c ( nghip v l tn, nghip v phng/bung). V th em ch thc tp c nghip v bn trong b phn nh hng v tic ci ca khch sn. y l mt hn ch em c th tm hiu su hn v lnh vc kinh doanh khch sn.3. MT S XUT XUT KHC:Em hi vng vi bi bo co thc tp ny em s nhn c s cm thong ca Ban gim hiu nh trng v c bit l trung tm thc tp v vn phng Khoa du lch.LI KT

Thi gian thc tp ti khch sn cng chnh l thi gian th thch v trau di thm kin thc ca mnh y l thi gian m em c rn luyn v tip xc vi mi trng lm vic chuyn nghip bn ngoi v gip mnh thch nghi dn vi mi trng lm vic trong tng lai. Em cm n Ban gim hiu trng, cm n thy c gio trong khoa du lch, thy c gio trung tm thc tp v c bit l thy Vinh tn tnh hng dn chng em hon thnh tt bi bo co thc tp cui kha ca mnh. Cm n cc anh ch qun l v nhn vin trong khch sn ht long ch dn ti em trong thi gian thc tp.Tuy nhin bi bo co thc tp ca em vn cn mt s nhng hn ch v thiu st. Em hi vng mnh s nhn c s cm thng t thy c v s nhn c nhng li gp ng qu t cc qu thy v c. V l i cui em cng xin chc cc thy c gio lun c mt sc khoe tot va thnh cng tren con ng s nghip.

vng bc trn con ng s nghip trong tng lai cng nh trong cuc sng hin tai em s cn v phi c gng tht nhiu, tht nhiu th mi c th bc tip c trn con ng mnh chn V em khng th khng nh n s du dt ca thy c trong trng c con ng no cng c nhng chng gai v th thch ch cn mnh vng bc v t tin bc v pha trc th chc chn s n c vi bn b thnh cng.MC LC

TI: KINH DOANH DCH V N UNG TI NH HNG CA KHCH SN KIM ROYAL CITY.THC TRNG V MT S GII PHP NHM NNG CAO CHT LNG PHC V TI NH HNG.LI CM N

PHN I: M U.Trang 1L do chn tiTrang 1Phong php nghin cu..Trang 2

i tong nghin cu...Trang 3Nhim v nghin cu.Trang 3 a im nghin cu.Trang 3PHN II : KT QU NGHIN CU......................................................Trang 4CHNG I: KHI QUT TNH HNH DU LCH VIT NAM V DU LCH A PHNG NI THC TP... .Trang 4I . KHI QUT TNH HNH DU LCH VIT NAM ...Trang 41. DU LCH TRONG NN KINH T.Trang 42. TIM NNG DU LCH VIT NAM ..Trang 4,53. NH HNG PHT TRIN..Trang 6,7

4NHNG TN TI CA DU LCH VIT NAM... ..Trang 8II . KHI QUT TNH HNH DU LCH TI TP.H CH MINH........Trang 81. KHI QUT CHUNG V TNH HNH DU LCH VIT NAM.Trang 92.TIM NNG PHT TRIN DU LCHTrang 9CHNG II: TNG QUAN KIM ROYAL CITYTrang 101. QU TRNH HNH THNH V PHT TRIN CA KHCH SN.1.1 Tng quan v Saigontourist...Trang 111.2 Tng quan v khch sn Kim Royal CityTrang 111.2.1 Lch s hnh thnh v pht trin ca khch sn Kim ...Trang 111.2.2 Kim v trit l kinh doanh........Trang 12, 13,142. C CU T CHC QUN LTrang152.1 S t chc ca khch sn..Trang 15 2.2 S cu to ca khch sn.Trang 162.3 S t chc nh hng & tic...Trang 173. I NG LAO NG Trang 15

4. C S VT CHT V K THUT CA KHCH SN...Trang 174.1 Cc loi phng....................................................................Trang 18,19,10.21,224.2 Gi c dch v hin ti ......Trang 234.3 Quy barTrang24, 254.4 Phng hp...Trang 264.5 Nh hang v Caf...Trang 264.6 Phng tic v hi ngh...Trang 265. VN CHUYN........Trang 266. MT S C S VT CHT - K THUT KHC..Trang 26,27,287. QUY HOCH KHCH SN..Trang 28

8. S B NHN XT V TH MNH V KH KHN CA KHCH SN

8.1 Th mnh ca khch sn...Trang 298.2 Kh khn ca khch snTrang 29II. KHI QUT HOT NG KINH DOANH CA KHCH SN...Trang 301. NHNG HOT NG KINH DOANH CH YU CA KHCH SN

2. HNH THC HOT NG..Trang 313. HOT NG KINH DOANH N UNG TI NH HNG CA KHCH SNTrang 323. 1 Kinh doanh hi nghTrang 323.2 Kinh doanh nh hng...Trang 333.3 Tic Ci Party Sinh nht..Trang 333.4 3.4 Buffet...Trang 34Hiu qu kinh doanh ca khch sn ..Trang 34, 35I. B PHN L TN..Trang 361. CHC NNG, NHIM VTrang 361.1 Chc nng..Trang 371.2 Nhim v Trang 381.3 Quy trnh n tip phc v khch lu tr( t chc hot ng ca b phn l tn).Trang 392. NHN S..Trang 393. S SCH CA B PHN L TN Trang 39II. B PHN PHC V PHNG TRONG KHCH SN ...Trang 401. T CHC HOT NG CA B PHN PHC V PHNG TRONG KHCH SN...Trang 401. CHC NNG, NHIM V...Trang 401.1 Chc nng...Trang 401.2 Nhim v.Trang 402. NHN S.............Trang 40III..CHC NNG, NHIM V CA B PHN N UNG TRONG KHCH SN ...Trang 411. CHC NNG, NHIM V...........Trang 411.1 Chc nng...........Trang 411.2 Nhim v.Trang 412. NHN S.Trang 413. DCH V TIC CI, HI NGH - PARTYTrang 42Hng mc khuyn mi tic ci.Trang 42Thc n...Trang 43 44, 45,46,474.THC UNGTrang 475.CC KIU PHC V N UNG.Trang 47 QUY TRNH, K THUT PHC V Trang 48, 49, 50, 51, 52 ,53, 547. THC TRNG V MT S BIN PHP NHM NNG CAO CHT LNG PHC V TI KHCH SNTrang 547.1 Thc trng .Trang 547.2 Mt s gii php nng cao cht lng phc v ti khch sn.Trang 54MT S HNH NH V PHNG V NH HNG CA KHCH SN

KIM PHN III: KT LUN, KIN NGHTrang 58TM TT CC CHNG VIT. Trang 58NHNG TN TI, NHC IM KHI NGHIN CU TI...Trang 58MT S XUT XUT KHC.Trang 58LI KT...Trang 59

HUMAN RESOURCES

(HR MANAGER)

(IT)

(SECURITY) NAM I VIT

T TRNG: V NGC THAO

ASSISTANT G.M

ACCOUNTING DEPARTMENT

(CHIEF ACCOUNTANT)

L TH BNH LI

ASS: INH C TRUNG

GENERAL MANAGER

ASSISTANT G.M

SALES AND MARKETING

(S&M MANAGER)

L TH THANH TRC

ASS: NGUYN VN T

PLANNING IVESTING DEPARTMENT

TRN C NGHA

ASS: TRN VN SANG

VN PHNG CHO THU

L HI YN

ASS: NGUYN TH KIM NGN

KITCHEN

HEAD CHEFT: V VN ANH

ASS: V VN EM, TRN TY CH

HOUSEKEEPING DEPARTMENT (HOUSEKEEPER)

LAUNDRY

HUNH TH BCH DUNG

2 ASS

FRONT OFFICE

RESERVATION

RECEPTION

CASHIER

BUSINESS CENTER TRN I TRANG

ENGINEERING DEPARTMENT

(CHIEF)

NGUYN VN CNG

ASS: NGHUN ANH TUN

T CHC HNH CHNH

TRN TH VIT

ASS: NGUYN TRUNG LP, HUNH TH THU NGA

PHNG

GIM

C

FRONT DESK

MANAGER

( PHM NGC KHI)

SUPERVISOR (SANG)

ASS: L NGC LUN

NGUYN HIN TM

SUPERVISOR (KHANH)

SUPERVISOR

(LONG)

SUPERVISOR

(H)

SUPERVISOR

(TRUNG)

SUPERVISOR

(CHNH)

CLUB HEALTHY

BARTENDER

MASSAGE/ SAUNNA

FLORIST

CLEANER

WAITER

WAITRESS

Nh Hng

Hnh Lang

Tim Ru/Snh

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