MC LCPhn I3Li m u3Phn II4Ni dung bo co4I.Gii thiu chung v nh hng
Nh Hng HIT Club4II.V tr ca HIT Club4III. Qu trnh hnh thnh v pht
trin ca Nh Hng HIT Club5IV.Chc nng v nhim v ca Nh Hng HIT
Club61.Chc nng:62.Nhim v6V. b my qun l ca Nh Hng HIT Club6VI. nhng
thun li v kh khn71.Thun li72.Kh khn73.Chin lc v k hoch kinh doanh
ca nh hng82.C cu t chc ca b phn bn v mi quan h gia cc b phn khc86.
Nhng mt hng ni tri:97.Ngun khch chnh ca nh hng11VIII. Lit k v lm
quen vi trang thit b v mu biu ca nh hng111. Order112. S giao
ca:111.Phiu thanh ton134. Cc loi ho n142.Trang thit b b phn bn:166.
Trong thi gian thc tp c s dng nhng g16IX .Quy trnh phc v nh hng(thc
t v l thuyt)171. Chun b chung172 . Xem thc n chun b dng c Nhn vin
phi chun b setup theo ng tnh cht ca mn n, ung.173. Chun b dng c c
nhn184 . Cch t bn185. ng tc ua n, ung186. Cch ly Order187. Quan st
mt bn188. .Nhim v nhn vin bn183.9. Cch tnh tin1910. G gic lm vic19B
. Cng vic chun b trc khi vo lm vic ti b phn bn201.ng phc:20Phn II
nh gi kt qu thc tp241. thc chp hnh k lut.242.Kh nng tip cn cng
vic.243.Trch nhim v s nhin tnh vi cng vic c giao244.Kh nng ng x vi
khch hng245.Tc phong, thi , v quan h vi ng nghip .246.Nhng im mnh c
bn247.Nhng hn ch cn khc phc25Phn IV26Kt lun26I.nh gi hnh thc hot ng
chung ca nh hng.26II.Nhn thc ca bn thn26
Phn ILi m u Trong thi m ca, nghnh kinh t dch v nh hng khch sn
ang pht trin mnh m, c bit l cc th ln, i hi ngi lao ng dch v phi c
gi dc ngh nghip mt cch c bn v c h thng. Chnh v th o to c mt sinh
vin c c s l thuyt vng vangth vung gcn cha . Thc hnh i vi mt sinh
vin khng km phn quan trng, nu khng mun ni n cht lng va kh nng lm
vic sau ny ca sinh vin cng nh ca nh tuyn dng. Song iu ny hin ti vn
l mt khim khuyt ca nn gio dc nc ta. Nhng vi hon cnh hin nay th chng
ta vn phi coi l mt nn qu c mt nn gio dc hin i vt ra ngoi khun kh vi
nhng n lc ht mnh ca trng Cao ng Du Lch H Ni, khoa qun tr Khch sn Nh
hng khc phc phn no thiu xt ny v k thc tp va qua to cho sinh vin
nhng hiu bit, nm bt c nhng kinh nghim chun b cho k thi tt nghip sau
gip sinh vin gn c nhng kin thc mnh mi c hc vo thc tin iu ny gip
sinh vin nh l thuyt hn v thc hnh tt hn, hng say v vic hc tp hn a
hiu qu gio dc tt hn i vi sinh vin. Vi thi gian thc tp 12 tun th bi
vit ny khng th ni ln cn k chi tit mi vn chng ta cn din t trong bi
do em ch a nhng nt c bn v quan trng ca c s kinh doanh l Nh Hng Hit
club lm i tng cho bi bo co ny. Bi vit tuy c nghin cu k lng song
khng th khng c nhng thiu xt, em rt mong c s gip gp ca thy c
Em xin chn thnh cm n!
Phn IINi dung bo co
I. Gii thiu chung v nh hng Nh Hng HIT Club Nh Hng HIT Club l mt
biu tng ca Cng ty c phn u t v pht trin Vn Hin. Hit Club l mt nh hng
hin i, ln, sang trng v lch s vi y trang thit b hin i. Big mt l mt
nh hng kiu mi, c xy dng nh mt nh knh, hai tng y vt cht k thut phc v
khch n n ung. HIT Club nm : s 239 Xun Thy - Cu Giy - H NiMc ch ca
hot ng Hit Club l nh hng thng qua kinh doanh v cm tra vn phng v
ung, Nhm khai thc tt nht ngun nhn lc phc v tt nht nhu cu ca khch n
vi nh hng v mang li li nhun cho cng ty mnh, ng thi gp phn to cng n
vic lm cho ngi lao ng. Hn na s ra i ca Nh Hng HIT Club nh mt bc nh
vt trong lng kinh doanh dch v du lch, lm a dng ho loi hnh caf Vit
Nam, l im dn l tng cho nhng v khch snh n ung y l ni m cc i gia v tt
c cc tng lp dn tr c th lui ti.Trong giai on hin nay vi s pht trin
nhanh chng ca nghnh dch v du lch v s quan tm u t ln v c s vt cht k
thut, chnh sch nh nc, nghnh dch v du lch c mt v tr ngy cng quan
trng trong nn kinh tt quc dn. Chnh v th m cng vic kinh doanh khng
ch HIT Club m cn tt c nhng nh hng khc u gp rt nhiu thun li. Hy vng
rng vi pht trin ny trong thi gian ti HIT Club s thu c nhiu thnh cng
hn. II. V tr ca HIT Club HIT Club l mt nh hng c v tr kh thun li
trong vic n tip cc ngun khch. Gia thng thun li nm trn con ph Xun
Thy .Nm bn cnh trin lm ngh thut ton quc, pha trc l B xy dng xung
quanh c rt nhiu cc trng i hc ln Mh hng ln nh nh hng n Lng , khch sn
Kim Lin, Trung tm thng mi Hit Club c mt v tr rt l tng, vi mt tin di
hn 1500m 2 ni xe thun tin ... y l mt nh hng sang trng vi cch by tr
to ra mu tng phn, kt hp vi nh sng to cho HIT Club c mt khng kh m
cng va tr chung. Ngoi ra nh hng cn c mt sn khu ngoi tri, vi khng
gian rng, din tch l 300m2 mt khng gian a sc mu m ta rt t khi bt gp
t h thnh ny. Ni y rt thch hp t chc cc s kin quan trng, qung b thng
hiu, sn phm, hi hp, vi din tch rng, sn khu honh trng, v h thng m
thanh nh sng hin i, ca s, nhc s ni ting nn thu ht c rt nhiu on khch
trong v ngoi nc. Ta thy v tr ca nh hng l mt vn rt quan trng to iu
kin cho cng vic kinh doanh ca nh hng pht trin hay khng. Nh c v th p
thun li nn nh hng HIT Club thu hut c rt nhiu cc tng lp khch.III. Qu
trnh hnh thnh v pht trin ca Nh Hng HIT Club Sau mt thi gian di u t
v xy dng ,nh hng Hit Club bt u m ca kinh doanh vo 25/12/2005. Hit
Club l ni t chn l tng cho cc on khch du lch trong v ngoi nc ,l ni
hp bo ca cc nh bo ,ni hi t ca cc cuc vui ,ni bn cng vic lm n ca cc
thng gia,gii tr ca cc tng lp l ni hn h y cht lng mng v tnh t ca cc
i tnh nhn ,nhng nhn vt snh si v ung chc chn s tm n .i ng nhn vin tr
trung,c hiu bit , phc v nhit tnh ,chu o mn khch.Ngay t nhng ngy u
Hit Club l ni lui ti ca mi tng lp trong x hi ,tt c u l nhng v khch
lch s ,hiu bit vi nhiu quc gia khc nhau.L mt nh hng hin i v rt him
c th tm thy H Ni, vi trang thit b tin nghi ,hin i nht,c nhp t nc
ngoi ,bn ngh c b tr khoa hc v c tnh ngh thut ln vi mt nh bp v mt
quy bar ln , c thit k v trang tr hin i, c tnh thm m. Tuy HIT Club
mi hot ng c 6 thng nhng c i vo hot ng c t chc, pht trin mt cch mnh
m, hng ti hu ht l kn ch ngi ,nhng ngy ngh th cht kn ch, khng c ch
cho cc v khch n tr,em li mt ngun thu ln cho cng ty.IV.Chc nng v
nhim v ca Nh Hng HIT Club 1.Chc nng: Nh Hng HIT Club l mt c s kinh
doanh dch v nh hng n nhanh v ung , kt hp vi cc ba tic hng ti ti nh
hng .Ngoi tri th c sn khu rt ln v hin i, thng xuyn t chc cc
liveshow ln vi cc ca s,v v on ni ting ,ngoi ra cn c cc chng trnh
biu din thi trang ln.2.Nhim v Cc b phn c nhim v t chc thc hin k
hoch sn xut ,xy dng phng n kinh doanh c th cho tng mt hng , thc hin
ng chin lc m cng ty thng qua.Tun th ng chnh sch ca nh nc,quy nh v
php lut, c lin quan n hot ng sn xut kinh doanh ca nh hng ,chu trch
nhim trc php lut v nhng hot ng kinh doanh ca mnh v thc hin nghim
chnh trch nhim np thu v cc ngha v khc,thc hin ngha v vi ngi lao ng
v m bo thc hin quy nh ch qun l ti sn. V. b my qun l ca Nh Hng HIT
Club Tuy l mt nh hng mi c thnh lp ,nhng y l mt nh hng c t chc ,mi b
phn c nhim v khc nhau.V vy m bo cho cng tc t chc v b tr lc lng lao
ng tu thuc vo trnh ca mi nhn vin vi mi b phn nh : B phn nhn s B phn
l tn B phn k thut B phn bar B phn bn B phn bp B phn bo v B phn tp
v
ng u nh hnh l qun l ,sau n t trng cc b phn v n nhn vin .Mi b phn
u c ngi ng u (t trng) ,v truen t cng vic n nhn vin thc thi ,sau t
trng bo co hot ng ca b phn ln trn qun l. VI. nhng thun li v kh
khn1. Thun li Nh hng nm v tr p ,thun li v giao thng ,nm trung tm
,ngay cnh trin lm Vn H , trc mt l b xy dng ,v i ln trn giao vi ng
Xun Thy(khong 500 met) l trung tm thng mi ln nht min bc Vimcom
tower, phi tay phi cha nh hng i ln 100 met ,nhn sang ng Xun Thy l
ni tp trung ca nhng trng i hc ln( i Hc Ngoi Ng ,i Hc Quc
Gia.....),nh hng HIT Club nm v tr p ,u mi thu ht cc ngun khch .Khng
nhng th i ng nhn vin ca nh hng c o to chc chn v nghip v ,nhn vin tr
p ,c trnh hiu bit v vn ho m thc,v x hi,.. phc v nhit tnh ,n cn,chu
o,c cu lao ng ca nh hng rt hp l ,nhan vin c b phn lun h tr,gip nhau
trong cng vic ,lm tng nng sut v hiu qu trong cng vic .Cch lm vic ny
gip cho nh hng nng cao oc nng sut lao ng v hiu qu kinh doanh ,ngun
thu cu nh hng ,li ch cho nhn vin. C b my t chc qun l khoa hc ,nm bt
c nhu cu ,tm l khch hng mt cch nhanh chng ,phc v n cn ,lun to s
thoi mi cho khch hng,to du n cho h khi bc chn vo Hit Club v tr thnh
khch rut ca HIT Club 2. Kh khn Mi i vo hot ng na nm nn d khng t ngi
bit n nhng tn tui ca nh hng vn cha thc s c mi tng lp ,thc khch bit
n , nhng trong thi gian ti vi i ln ca nh hng nh ny chc chn HIT Club
s l im t chn l tng hng u ca tt c nhng v khch kh tnh hay bnh thng.
Hin nay ngnh dch v du lch l mt ngnh ang trn pht trin, c rt nhiu m
hnh nh hng kiu mi mc ln ,v vy m HIT Club ang ng trc s cnh tranh ca
rt nhiu i th trong thi k bng n v cc ngnh dch v va qua . 3.Chin lc v
k hoch kinh doanh ca nh hng- Khng ngng ng cao nghip v , k nng , k
xo cho nhn vin.- t cht lng phc v khch v cht lng mt hng ln hng u -
Thu ht i ng nhn vin tr p ,c tay ngh cao , c trnh hiu bit v vn ho m
thc , tm l khch hng ....- Lun nng cao c s vt cht k thut , cht lng
phc v ,cht lng mt hng cho khch.- Sng to ra nhiu mn n mi l ngon v
tinh t- Hng tun u c nhng show din c bit ,ca s ni ting... 2.C cu t
chc ca b phn bn v mi quan h gia cc b phn khca. C cu t chc ca b phn
bnT trng bnBoy chy NV ghi order
b.Mi quan h vi b phn khc Bar v bp l hai b phn sn xut ra nhng mt
hng chnh ca nh hng,l ni p ng mi yu cu ca thc khch, cn Bar l b phn
trung gian trc tip cho bn hng cho khch , tip nhn yu cu ca khch v a
li yu cu cho bar hoc bp ,v vy m b phn bn bar- bp c mi quan h rt cht
ch vi nhau ,luon phi h tr ,gip ,kt hp tht cht ch v nhp nhng, p ng
mt cch nhanh chng nhng yu cu ca khch hng. Vi b phn l tn, th nhn vin
l tn l ngi tip xc mi cho a khch n cho b phn bn v tip l cng vic thuc
v nhn vin bn .V th ta thy l tn l cu ni gia khch v nhn vin bn. B phn
bo v v bn c mi quan h rt khng kht vi nhau ,bn l b phn trc tip xc vi
khch nhiu nht, c v nh vng ghc u tin ca nh hng. Nh vy m b phn bn c
th phi hp vi b phn bo v trong cng tc bo v an ton ,tnh mng v ti sn
cho khch hng. B phn tp v cng khng kem phn quan trng , mi khi c bn
khch n ung song , tp v s ra qut dn lau chi ,v vic v sinh hng ngay
ca nh hng cng l nhim v chnh ca b phn ny.Lun gi cho nh hng v sinh
sch s ,gip cho khch hng thy thoi mi vi bu khng kh trong sch khng mt
v sinh l nh vo nhn vin ca b phn tp v. B phn k thut : khi khch c
nhng vn phn ln nh : iu ho nhit cao hay thp, iu chnh m lng ca nhac,
iu chnh knh truyn hnh..... th nhn vin bn bo li cho b phn k thut b
phn ny kp thi p ng yu cu ca khch. B phn thu ngn c nhim v k xc nhn
order v thanh ton cho khch 4.S lng tng , bnNh hng The big one l mt
to nh kinh bao xung quanh vi 2 tng tng mt c 24 bn tng 2 co 30 bn vi
hn 250 ch ngi. 5.Cc tin nghi trong nh hng Tng mt c 6 diu ho nhit v
3 tivi mn hnh ln 29in tng 2 c 7 iu ho v 3 tivi .Cc loi my p hoa qu,
my say sinh t , my pha c ph ,tlnh ,t p my ng bia ti ...tt c u c nhp
t nc ngoi v. Nh bp c l vi sng l lng my xay tht ,my ht b ,my x kh...
c bit Nh Hng HIT Club c h thng ni mng internet khng giy (wifi)khch
hng c th va ngi dng ung, va truy cp Internet lm vic trn my tnh, hay
gi mail cho tt c bn b trn ton th gii. 6. Nhng mt hng ni tri: nh hng
c rt nhiu n v ung ngon v mi l, m ta him thy nhng ni khc. Nh hng l
ni hi t ca nhng u bp ti ba, kho tay, lun sng to ra nhng mn n ngon v
tinh t, c tnh ngh thut cao. B phn bar l nhng nhn vin c tay ngh, c
trnh v kho lo vi nhng ly ung ngon rt c li cho sc kho ......Nhng mn
n, ung tiu biu:a) Cm phn: Cm c kho t Cm i g nng Cm tm rim
tiu........b) Cac mn m M xo hi sn M st c hi M st b bm M xo b....c)
Cc mn khai v Xa lt nga, xa lt Hy Lp.... Sp ng cua, sp hnh kiu Php,
sp rau ....d) Cc mn n chnh Sn cu nng, bt tt thn b c C hi hun khi,
sn ct np, b fi l.....e) Trng ming Hoa qu thp cm a Kem....f) ung cc
loi cocktail: cocktail ru( B52, B40....), cocktail hoa qu(
troppical, pinaconada......) Hoa qu dm r vang, sinh t xoi, sinh t
du ty... Cafe: bailey, HIT Club .... Ru: vang trng, vang , ru
\hennessy, ru Jonh....7. Ngun khch chnh ca nh hngNh hng c thit k v
to ra phc v cho mi tng lp khach hng. T nhng i gia ln n cc vin chc,
gii tr ca h thnh nhng tt c u l nhng v khch rt lch s VIII. Lit k v
lm quen vi trang thit b v mu biu ca nh hng 1. Order
The Hit Club 1
2. S giao ca: Dng bn giao li nhng bn m ca trc phc v vn ngi li
khi ht ca. Nhn vin phc v ca sng s lu li mi thng tin cn thit vo s
cho ngi nhn ca nh: S bn, s khch dng; thanh ton hay cha thanh ton,
nhng ra v cha ra, nh vy m ngi nhn ca mi s bit mi thng tin v
khch.
NgyS bnTn S lng Ngi giaoNgi nhn
1. Phiu thanh ton 1452 12/5/2006 Date
.................................. Table
..................................... Persons
.................................. No 171985
4. Cc loi ho na. Phiu ghi ho n bn l: Ho n bn l n
v:.............. Mu s 01/BL.......................... Q lin b TCTK
TN
H v tn ngi mua hng: ......................................... a
ch c quan:
..........................................................
Cng thnh tin (Bng ch ):
.............................................................................................................................................................
Ngy .... thng .... nm 200...
Ngi mua hng Ngi vit ho n
Phiu ghi ho n . Ho n Mu s: 01 CTTKT 3LLGi tr gia tng BV / 2006 B
Lin 1: Lu 0032657
Ngy ... Thng ... Nm ...
n v bn hng:a ch: .............S ti khon: ......in thoi:
........
H tn ngi mua hng: Tn n v: .........a ch: .............S ti khon:
........Hnh thc thanh ton:
Cng tin hng Thu xut GTGT % tin hng
Tng cng tin thanh ton: S tin (Bng ch): .........
Ngi mua hng Ngi bn hng Th trng n v (K, ghi r h tn) (K, ghi r h
tn) (K, ng du, ghi r h tn)
2. Trang thit b b phn bn:Mt nh hng hin i ring bit thng c nh
doanh nghip ch u t lp t trang thit b y , khoa hc, kinh t, c tnh thm
m v ngh thut cao, nhm to cm gic lng ly, sang trng di nh n m mt du
khi ngi thng thc cu ngon vt l vi bn b, ngi thn hoc qu khch. Trang
thit b trong nh hng gm gh, in, vi, inox, snh s, pha l...a. gh Bn
cht nh hng Hit Club c thit k xung quanh l knh nhng mi th thit k to
dng bn trong u l g cao cp ch yu l bn trn, to, nh, t 4 - 6 8 12 ch
ngi, khng c loi nhiu ch hn, trong trng hp khch on th nhn vin s b tr
sp xp bn gh cho ph hp. C cc loi gh sofa v gh my, cc t dch v c 7
chic.b. in Ch yu l mi khu c 2 -3 my iu ho nhit 2 chiu, ti vi 29 in,
mi khu c 2 t lnh v my p lnh c 6 chic, l vi sng, my p kem ....c. vi
Khn chi bn, khn lau rng c Khn phc v Khn nng, khn lnh d . Dng c dng
phc v n, ung s c: Bt n, tha, a ng thc n nhiu c bt canh, a lt bt, bt
nc chm, a k tha, m chn, m tr, a g, niu cm.... Dng c bng kim loi,
tha sp, tha n, dao n, a n, tha chng ming, tha caf, ko, khay ng thc
n .... Dng c bng pha l: Ly vang , vang trng, ly nc nng, ly ung sm
banh, ly ru mnh, ru mi, ly Hiball dng ung ung di, ly Martini dng
ung coocktail v ru Marrtini, ly ung bia, ly ung cc tai hoa qu ....
6. Trong thi gian thc tp c s dng nhng g Do c o to rt bi bn bi gio
vin gii v c kinh nhim nn em nm vng v trang b cho minh rt chc chn v
l thuyt, v nghip v bn v th khi n ay thc tp cc anh ch qun l rt tin
tng v hi lng cho trc tip lm quen v cho bn hng cho khch ngay t nhng
ngy u tin, c trc tip ghi Order, phc v khch v s dng mi dng c trong
qu trnh phc v v tip cn khch IX .Quy trnh phc v nh hng(thc t v l
thuyt)B. B phn bn l b phn trc tip, tip xc nhiu nht vi khch, trc tip
phc v khch, nn gi mt vai tr dc bit. Chnh v th nhng ngy u n nh hng
Hit Club chng em c cc anh ch qun l dy nhng ni quy nghip v m nh hng
yu cu mi nhn vin t nhn vin chnh thc n nhn vin thc tp u phi chp hnh
(quy trnh phc v, cch phc v, cch m ung, cch tnh tin, cch cho bn hng
tt, nhim v ca nhn vin, v sinh c nhn v sinh ni lm vic ...)Nhng quy
trnh c bn t vic cho n khch n phc v khch c o to rt c bn v chuyn su
1. Chun b chung Ngi phc v phi c khn phc v Order, bt la, bt, m bia,
m ruu, lc no nhn vin cng phi mang theo Khi mang dng c t bn hoc bng
b n ung phi dng khay, trong lng khay phi c khn lt gi v sinh v chng
chn. Khi t bn phi theo chiu kim ng h, khng vi qua mt khch Khong cch
t Cover n n Cover kia cch nhau 45 cm, cch mp bn t 20 25 cm Cc l gia
v t gia bn, theo mm, hoc theo bn. L hoa, l giy t thch hp p mt Gh k
cch bn t 15 20 cm Lau bt, a, dao, da n trc khi phc v khch V sinh
sch s ni lm vic.2 . Xem thc n chun b dng c Nhn vin phi chun b setup
theo ng tnh cht ca mn n, ung.3. Chun b dng c c nhn Bt, bt la, m
bia, m ruu, order, khn phc v, khn lt ruu.4 . Cch t bn a k t chnh
gia khch, mp a cch mp bn 2 cm, t khn n cn i trong lng a k, bt n t
cn i vi khn n, a t bn phi mp a cch mp a 2cm, cch mp bn 2cm nm 1/3
trn gi a ....5. ng tc ua n, ung ng tc nh nhng, kho lo,ng k thut,
khng vi qua mt khch, nu cn phi xin li khch ...5. K thut bng khay
Khn phc v lun trn tay, b khay bng tay tri, nu khay nng th b bng 2
tay trc ngc, i nh nhng, ko v st vo cnh tay, ko t v nghieng khay
theo chiu dc.6. Cch ly Order Khch vo nh hng ngi phc v phi ti ci,
cho hi khch, mi khch vo bn, ko gh cho khch ngi, khi khch ngi n nh
th mang khn lnh hoc khn nng ra, tip nc lc mang menu cho khch. T vn
cho hch nhng loi ung ngon dc bit ca nh hng (nhn vin phi nm vng thc
n) Tt c cc loi ung u phi hi khch dng nng hay dng , chch li cho
khch, a order ra thu ngn k sau mang ra bar hoc bp 7. Quan st mt bn
Khi n ung n nh th ngi phc v phi bm st vo bn mnh chm sc. gn gng trn
mt bn thu bn, tip nc lc, ch quan st xem khch c yu cu g th ra ngay
kp thi p ng. Khch n xong mi thm trng ming. 8. .Nhim v nhn vin bn
Chun b y mi phng tin v iu kin phc v khch (V sinh c nhn v khu vc lm
vic) Dng c cn thit: nm vng thc n, bit cc loi sp km theo, chun b
phng n, v sinh sch s, ng thi nm bt cht lng n, ung phc v cn k, t vn,
gii thiu cho khch Khi phc v phi phc v kp thi, phc v theo chnh thc
n, ng ng tc v nguyn tc chung. Phi hp cht ch vi b phn bar v bp gii
quyt mi yeu cu ca khch hng. Tuyt i khng phc v khch n ung khng lng,
km phm cht, v sinh. Thng xuyn c mt ti phng n, nht l bn mnh chu trch
nhim phc v, lun quan tm n khu v ca khch gip khch au yu, ngi gi, tr
em. Thi phc v: lun tui ci, tac phong nhanh nh, c tinh thn on kt,
gip , tng tr nhau lm tt nhim v, khng c ng nm t tay ln bn. Mun hi
khch th phi xin li khch trc mi c hi c ch li ni phi nh nhn, l php 3.
9. Cch tnh tin Khi khch gi thanh ton ngi phc v phi kim tra li xem c
y cha ri mi ra thnh ton. bt buc ho n phi c kp Biel, m v kim tra li
tin trc mt khch chnh s hiu lm gia 2 bn. khi khch ra v lun cm n v
nhc nh li khch kim tra li trc khi v, trnh tnh trng b quyn . Dn bn
sch s, k li gh, gi tp v quet sn nu sn bn, sn sng n khch mi. l nhng
phn c bn khi n nh hng mi nhn vin uphi hc. Ngoi ra cn c mt s vn khc
m chng ti tm hiu nh: Chc nng nhim v cat ban cn s, nhn vin, cc loi
trang thit bi dng c ...10. G gic lm vic Ca 1 (ca sng): 7h 15h30 Ca
1 (ca chiu): 15h 23h Ca 3 (ca ti): 18h - 24h Nhn vin n ng gi k vo s
chm cng, nhn bn giao ca, chun b cho mt ca lm vic mi ... B . Cng vic
chun b trc khi vo lm vic ti b phn bn 1. ng phc: B phn bn c coi l b
mt ca nh hng v th hnh thc b ngoi l yu t rt quntng trong vic giao
dch vi khch. Cng vic ca nh bn hng ngy rt vt v, phi ng nhiu v tip
xuc nhiu vi cc i tng khch.Do vy mi nhn vin cn trang b cho mnh tc
phong lm vic v hnh thc th cht tt. Mi nhn vin u c pht ng phc the quy
nh ca nh hng v c trch nhim gi gn ng phc ca mnh. u tc lun bi gn, ng
phc sch s, mc ng b theo ng ngy quy nh: N mc vy lin thn, giy da cao
gt, cp bi Nam mc qun u en, o s mi trng, tht n, cho ao trong qun,
giy en.2. T th tc phong: T th ng hong, lch s, ti tn, i ng nh nhng
Tc phong nhanh nh, lm vic lun ng thng.3. V sinh c nhn v t th lm vic
Ttrc khi lm vic nhn vin phi tm ra sch s, khng mng tay, khng sn tay,
tc cp bi gn gng, ng fphuc git l phng phiu, trang im nh nhng khi phc
v. V sinh sch skhu vc lm vic ca mnh4. Cng vic chun b trc khi lm vic
Khi bc vo lm vic mi nhn vin phi to cho mnh mt tinh thn thoi mi vui
v th mi c th hong thnh tt mi cng vic. Chun b mi vt dng c nhn cn
thit: order, bt, bt la, m bia, m ruu .... Nm vng s lng khch, list
n, ung ngy hm . Nhn bn gia ca nhng cng vic t trc v gii quyt nhng
cng vic tn ng V sinh c nhn cng nh v sinh khu vc lm vic5. Quy trnh
cho n phc v khchQuy trnh phc v khch trong nh hng gm nhng tun t sau:
n i khch n Tip cn khch Chnh thc phc v Tin khch Khi khch n nhn vin
cho v mi khch vo rt lch s,hi khch di bao nhiu ngi, mun ngi tng 1
hay 2?sau mi khch vo bn,ko gh cho khach ngi,t nc lc,trnh Menu,t vn
cho khch nhng n, ung c bit ca nh hng, sau khi khch ra yu cu thin
nhn vin phc v tip nhn yucu ca khch hng,dp ng yu cu cho khch ,chm sc
khch hng,thanh ton sau tin khch v khng qun hen gp li khch vo mt ngy
gn nht.C .C s l thuyt hnh trang i vo thc t. Vi 3 k hc tp v trau di
k nng ,nghip v ti nh trng,cng vi s dy d ht mnh ca cc thy c gio,em c
trang b cho mnh rt nhiu kin thcv ngnh dch v Du lch,nhng kin thc v a
l du lch,lch s vn ho,kyxnng giao tip,vn ho m thc,Marketting,ngh
thut cm hoa,tm l du lch,v c bit l mn nghip v khch sndo c g io ch
nhim Nguyn Th Ph l ngi trc tikp ging dy,bo ban t nhng c s l thuyt u
tinn nhng gi thc hnh y b ch v l th. C Ph l gio vin c nhiu kinh
nghim lu nmve ngnh ny, c i hc tp va rt nhiud nwcs trn th giiv f c
kt ra rt nhiu nhng g l tinh tu nht ca ngh ny, c truyn t cho chng em
rt nhiu nhng kinh nghim qu bu.T nhng c s l thuyt ,chng em trang b
cho mnh rt nhiu hiu bit, chnh l hnh trang gip chng em t tin hnkhi
bc vo thi gian thc tp v sau ny chnh thc i lm.Qua thi gian th c tp
ta cng thy rng, c s l thuyt chc chn sgiup tanhiu khi rathc t .Qu
trnh hc tgp trau di kin thc trn lp vi y k nng nghip v nha Bn t
vic:
Nhn bit thu tinh( ly no dng ung loi ung g ?vd ly hiball dng ung
nc hoa qu...) kim loi( cc loai dao ,da, tha,p ...) snh s:a, bt chn
k tha, tch ,l, bnh sa.. Cc loi my p, my pha,my say... Cch gp hoa,gp
khn ... K thut t bn n u - Cc m hnh phc v tiu biu cumt s nc Quy trnh
phc v theo thc n(u-) Cch phc v Ru Cc kiu n ,cu trc cc kiu n trong
ngy. Tiu chun v sinh n ung K thut bng b,thay ,t dng c. K thut
pha,rt ung. V tr,chc nng,nhim v chung ca b phn phc v n ung. Nhim v
c th ca nhn vin. ............Dy l nhng iku c bn,khi qut nht v nghip
v nh Bn m chng em c c Nguyn Th Ph tn tnh ch bo. Qua t thc tp v ri
em cng nhn r hn tm quan trng ca n. L thuyt rt quan trng ,l hnh
trang sinh vin c th t tin hn trong thi gian thc tp v lm vic sau
ny.Nhng im ging v khc nhau gia thc t va l thuyt :a.Gingnhau: V tr
,chc nng,nhim v ca b phn Bn. K thut phc v, bng b... Quy trnh phc v
n u- . Cc my mc ,trang thit b,dng c . Tiu chun v sinh c nhn, v sinh
phong b.Kc nhau: Khi hc l thuyt th sinh vin c hc theo ng tiu chun
quc t,p dng cho nhng khch sn 5 sao. Nhng khi ra thc t m chng em thc
tp nh hng HIT Club thi co rt nhiu im khc so vi nhng g chng em c hc
lp . Mot phn cng l v y ch l nh hng thi ch khng phi l mt khch sn ln
nn vic khc song song vi nhng g m chng em c hc la diu c th xy ra.
Quy trinh phuc vu c rt ngn li rt nhiu,khi khach n nhn vin khng
setup dng cu trc , khng co a k, khng co chn nc mm c nhn,,khn n khng
c trong ak, ... n chon mn cha bit trc thc n c nhng mn g? cha bit
trng ming,.... Ni chung ra thc t nh hang tt c mi quy trnh u ct ngn
,tu theo tinh hung,khch hng............Thc t th y ch l mt nh hng
Bar caf ca nhc. Nn d rt c quy m t chc, o to, v o to chuyn su v
nghip v cho nh vin nhng khi bc vo lam vic cng khng thc hin c ht tt
c nhng quy trnh phc v c bn nh c hc. Nhng d sao th t l thuyt ra thc
t lm vic khng hon ton ging nhau. Khi ra tc t lm vic v thc tp Hit
Club e thy minh hiu bit trau ri c rt nhiu kinh nghim qu bu nh:
nhanh nhn hot bt hn, mnh rn hn trong giao tip vi mi ngi, nng cao c
k ng k so, cch phc v khch, hiu bit c tm l khch hng v nht l gip em t
tin sau ny khi kt thc kho hc c th t tin i lm vic bt k ni no. Ta thy
rng l thuyt l hnh trang vng chc bc u p dng thc t tt, cn thc hnh
chnh l bc cui cng, l a l thuyt vo thc t cng vic ca mnh, gip ta t
tin hn trong cng vic
Phn IIInh gi kt qu thc tp
1. thc chp hnh k lut.Trong thi gian thc tp ti nh hng Nh Hng HIT
Club va qua, t bn thn ti thy thc chp hnh ni quy k lut ca toi tt,
khng i lm mun, chp hnh ng mi ni quy m nh hng d ra.2. Kh nng tip cn
cng vic.Vi kin thc c trang b trong nh trng rt tt v s ch bo tn tnh
ca cc anh cc ch nhn vin trong nh hng, ti thy vi cc bc c bn ca nghip
v bn ti tip cn c kh tt.3. Trch nhim v s nhin tnh vi cng vic c giao
c ban gim c v anh ch qun l ca nh hng nhn v to iu kin cho ti thc tp
ti ay. Vi bn thn ti, ti nhn thy ti phi co trch nhim vi nh hng nh mt
nhn vin chnh thc, phi hon thnh mi cng vic c giao, chp hnh mi nguyn
tc trong thi gian thc tp va qua ti thy mnh ngy cng c nim am m vi
nghnh ny hn4. Kh nng ng x vi khch hng Vi nhn vin bn l b mt l trung
tm u no ca nh hng, th nhn vin phi c kh nng nghip v vng vng kh nng
ng x, giao tip nhanh nhn. Do l nhn vin thc tp, ln u tin c tip xc,
cho bn hng cho khch nn vn cn ng ngng, cha c kinh nghim cho bn tt, v
vy m kh nng ng x vn cn mt s hn hp .5. Tc phong, thi , v quan h vi
ng nghip .Nhanh nh l vn rt cn thit ca cng vic ny.ti nh nhng, lch s,
v quan h tt vi dng nghip v vy m ti c mi ngi yu qu v ch bo tn tnh 6.
Nhng im mnh c bn Ni chung v nghip v bn ti l ngi kh nng ng, nhit tnh
trong cng vic, mnh dn hc tp nhng vn con thiu xot, tip cn thc t tt,
ho ng cng mi ngi, th hin trit nhng kh nng v kin thc ca bn thn khi
cn thit. Lun thc hin tt mi ni quy ra, nghim chnh chp hnh s phn cng
qun l ca c s7. Nhng hn ch cn khc phc Cn phi b xung thm vn ngoi ng.
i khi cn lng tng trong cch t chc v gii quyt trong mi vn . Vn cha
hiu bit ht v tm l ca khch hng Menu cha nm vng ht c ton b nn c mt
cht kh khn trong vn cho hng.
Phn IVKt lunI. nh gi hnh thc hot ng chung ca nh hng.Nh hng HIT
Club tuy mi c thnh lp song c cu t chc, i ng nhn vin phc v nhit tnh,
c hu o. nn ch khng y mt nm m nh hng khng ngng pht trin mt cch nhanh
chng, lng khch ng v dn dn doanh thu tng ln r rt. Hot ng trn lnh vc
c t chc ca mt nh hng c uy tn v cht lng . nh hng c quy ch lm vic nht
nh, b my qun l vng chc nn thu hi c rt nhiu tng lp khch trong x
hi.II. Nhn thc ca bn thn Qua thi gian thc tp, lm vic thc t ti nh
hng HIT Club , c lm vic theo ng nghip v chuyn mn ca mnh, em nhn thy
rng y l thi gian rt c thit v b ch. ng cha ta c cu hc i i vi hnh, d
c gii l thuyt n my m khng vn dng vo thc t th khng t c hiu qu nh
mong mun.Thi gian thc tp ny to cho sinh vin nhng hiu bit rt ln, nm
bt c kinh nghim chun b cho k thi tt nghip sp ti. Gip sinh vion c th
song song snh gia kin thc trng vi c s kinh doanh thc t, tm ra im
chnh ca mi nghip v, t rt ra kinh nghim qu bu, trnh kinh nghim chuyn
mn cao hn,t tin trong cng vic sp s ti khi ht kho hc.Do thi gian thc
tp hn hp,nen bn bo co ny cn nhiu thiu st nn rft mong cc thy c cng
ban lnh o nh hng ch bo em thm bn chuyn ny t yu cu va hon chnh
hn.Qua bn bo co ny,em xin trn thnh cm n cc thy c chuyn t ,ging dy
nhng kin thc cho em,r em co th hon thnh tt bn bo co ny.Cm n Ban
giam c c to iu kin cho em vo thc tp ti y!Cm n cc anh ch qun l ,nhn
vin trong tchuyn mn nghip v bn ch bo hng dn em v quy trnh nghip v
ti nh hng!Xin chc Ban gim c ,cc anh ch ,cc thy c c mt sc kho tt,
hnh phc v cng tc tt!Chc nh hng HIT Club ngy mt ln manh!Em xin trn
thnh cm n!
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