TCVN 4391: 2009

TCVN

TIU CHUN QUC GIA

TCVN 4391:2009
Xut bn ln 2

KHCH SN - XP HNG
Hotel - Classification

H NI - 2009

TCVN 4391: 2009

TCVN 4391: 2009

Li ni u
TCVN 4391: 2009 thay th TCVN 4391:1986 TCVN 4391:2009 do Ban k thut tiu chun quc gia TCVN/TC 228 "Du lch v cc dch v c lin quan" bin son trn c s d tho ngh ca Tng cc Du lch - B Vn ha, Th thao v Du lch, Tng cc Tiu chun o lng Cht lng ngh, B Khoa hc v Cng ngh cng b.

TCVN 4391: 2009

TCVN 4391: 2009

TIU CHUN QUC GIA

TCVN 4391: 2009

Xut bn ln 2

Khch sn - Xp hng
Hotel - Classification

1 Phm vi p dng
Tiu chun ny qui nh cc yu cu ti thiu xp hng khch sn, khng p dng xp hng cc loi c s lu tr du lch khc. Tiu chun ny cng c th c tham kho khi thit k xy dng mi, ci to nng cp khch sn.

2 Thut ng
2.1 Khch sn (hotel) C s lu tr du lch c quy m t 10 bung ng tr ln, m bo cht lng v c s vt cht, trang thit b v dch v cn thit phc v khch. 2.1.1 Khch sn thnh ph (city hotel) Khch sn c xy dng ti cc th, ch yu phc v khch thng gia, khch cng v, khch tham quan du lch. 2.1.2 Khch sn ngh dng (hotel resort)

TCVN 4391: 2009

Khch sn c xy dng thnh khi hoc thnh qun th cc bit th, cn h, bng-ga-lu khu vc c cnh quan thin nhin p, phc v nhu cu ngh dng, gii tr, tham quan ca khch du lch.

2.1.3 Khch sn ni (floating hotel) Khch sn neo u trn mt nc v c th di chuyn. 2.1.4 Khch sn bn ng (motel) Khch sn c xy dng gn ng giao thng, gn vi vic cung cp nhin liu, bo dng, sa cha phng tin vn chuyn v cung cp cc dch v cn thit phc v khch. 2.2 Bung ng ca khch sn (hotel room) Bung c phng ng v phng v sinh. Bung ng hng c bit (suite) c th c thm phng khch v phng v sinh, bp nh, quy bar. 2.3 Bung dnh cho nguyn th (presidential suite) Bung ng thng hng vi trang thit b, tin nghi hin i, cao cp nht p ng yu cu phc v nguyn th quc gia hoc khch cao cp. 2.4 Tng c bit (executive floor) Tng c cc bung ng cao cp nht trong khch sn, c l tn ring phc v khch nhn v tr bung nhanh, c din tch v trang thit b, tin nghi dnh cho khch th gin, phc v n ung 24/24 h, dch v th k, vn phng, dch thut, hi tho dnh cho khch lu tr ti tng. 2.5 Phng hi ngh (ballroom) Phng c trn 100 gh, c trang thit b phc v hi ngh, hi tho ln. 2.6 Phng hi tho (seminar room) Phng c t 50 n 100 gh, c trang thit b phc v hi tho, hi ngh nh.

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2.7 Phng hp (meeting room) Phng c di 50 gh, c trang thit b phc v hp nhm.

3 Phn loi, xp hng khch sn

3.1 Phn loi khch sn Trong tiu chun ny, theo tnh cht t chc hot ng kinh doanh, khch sn c phn thnh 4 loi c bn sau: a) Khch sn thnh ph; b) Khch sn ngh dng; c) Khch sn ni; d) Khch sn bn ng. 3.2 Xp hng khch sn Cn c theo v tr, kin trc, trang thit b tin nghi, dch v, ngi qun l v nhn vin phc v, an ninh, an ton, bo v mi trng v v sinh an ton thc phm, khch sn c xp theo 5 hng: 1 sao, 2 sao, 3 sao, 4 sao, 5 sao.

4 Yu cu chung
4.1 V tr, kin trc - Thun li, d tip cn, mi trng cnh quan m bo v sinh, an ton. - Thit k kin trc ph hp vi yu cu kinh doanh, cc khu vc dch v c b tr hp l, thun tin. - Ni ngoi tht thit k, bi tr, trang tr hp l. - Cng trnh xy dng cht lng tt, an ton. 4.2 Trang thit b tin nghi - Trang thit b, tin nghi cc khu vc, dch v m bo y , hot ng tt, cht lng ph hp vi tng hng. - H thng in chiu sng m bo yu cu tng khu vc, cung cp in 24/24 h, c h thng in d phng. - H thng nc cung cp nc sch v nc cho cha chy, c h thng d tr nc, h thng thot nc m bo v sinh mi trng. - H thng thng gi hot ng tt. - H thng phng tin thng tin lin lc y v hot ng tt. 7

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- Trang thit b phng chng chy n theo quy nh ca c quan c thm quyn. 4.3 Dch v v cht lng phc v Dch v v cht lng phc v theo quy nh i vi tng hng tng ng.

4.4 Ngi qun l v nhn vin phc v - c o to chuyn mn, nghip v, ngoi ng, vi tnh ph hp vi v tr cng vic v loi hng khch sn. - C sc kho ph hp vi yu cu cng vic, c kim tra nh k mt nm mt ln (c giy chng nhn ca y t). - Mc trang phc ng quy nh ca khch sn, c ph hiu tn trn o. 4.5 Bo v mi trng, an ninh, an ton, phng chng chy n v cht lng v sinh an ton thc phm - Thc hin tt cc quy nh v bo v mi trng, an ninh, an ton, phng chng chy n v cht lng v sinh an ton thc phm ca c quan c thm quyn.

5 Yu cu c th
- Yu cu ti thiu i vi hng t 1 sao n 5 sao qui nh trong Bng 1.

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Bng 1 - Tiu ch xp hng

Tiu ch 1 V tr, kin trc 1.1 V tr Theo 4.1 Nh 1 sao Nh 2 sao, thm: - Mi trng cnh quan sch p - V tr rt thun li 1.2 Thit k kin trc - Theo 4.1 thm: - C ng cho xe ln ca ngi khuyt tt. Nh 1 sao Nh 2 sao, thm: - Thit k kin trc p - C ca ra vo ring cho khch. Nh 3 sao, thm: - Vt liu xy dng tt. Nh 4 sao, thm - Kin trc c bit. Nh 3 sao Nh 4 sao Hng 1 sao Hng 2 sao Hng 3 sao Hng 4 sao Hng 5 sao

- t nht mt bung cho - Ton cnh c thit ngi khuyt tt i bng k thng nht. xe ln. - C tng c bit (i vi khch sn thnh ph). - Khuyn khch tnh dn tc trong thit k kin trc.

1.3 Quy m bung (1) 1.3.1 i vi khch sn thnh ph, khch sn ngh dng 1.3.2 i vi khch sn ni, khch sn bn ng 10 20 50 80 100

TCVN 4391 : 2009

10

20

30

50

80

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Bng 1 - Tiu ch xp hng

Tiu ch Hng 1 sao Hng 2 sao Hng 3 sao Hng 4 sao Hng 5 sao

TCVN 4391:2009

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2

1.4 Ni xe v giao thng ni b

1.5 Khu vc snh n tip

- C ni xe cho khch trong hoc gn khu vc khch sn (p dng i vi khch sn thnh ph). - C ni xe cho khch trong khu vc khch sn, cho 100% s bung (p dng i vi khch sn ngh dng v khch sn bn ng). - Din tch 10 m2 (khng p dng i vi khch sn ni). - C phng v sinh snh.

Nh 1 sao

Nh 2 sao, thm: - C ni xe cho khch trong khu vc khch sn cho 20% s bung (p dng i vi khch sn thnh ph) - Ni xe, li i b v giao thng ni b thun tin, an ton.

Nh 3 sao, thm: Nh 4 sao - C ni xe cho khch trong khu vc khch sn cho 30% s bung (p dng i vi khch sn thnh ph).

- Din tch 20 m2 (khng p dng i vi khch sn ni). - C phng v sinh snh.

- Din tch 35 m2. - Din tch 10 m2 (p dng i vi khch sn ni) - C phng v sinh nam v n ring.

- Din tch 60 m2. - Din tch 20 m2 (p dng i vi khch sn ni) - C phng v sinh nam v n ring - C khu vc ht thuc ring.

1.6 Khng gian xanh

- Cy xanh t cc khu vc cng cng.

Nh 1 sao

Nh 2 sao

Nh 3 sao, thm: - C sn vn, cy xanh

- Din tch 100 m2. - Din tch 35 m2 (p dng i vi khch sn ni). - C phng v sinh nam v n ring. - C phng v sinh cho ngi tn tt i bng xe ln. - C khu vc ht thuc ring. Nh 4 sao

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Bng 1 - Tiu ch xp hng

Tiu ch Hng 1 sao - C sn vn, cy xanh (p dng i vi khch sn ngh dng). 1.7 Din tch bung ng, phng v sinh (khng p dng i vi khch sn ni) - Bung mt ging n 9 m2. - Bung mt ging i hoc hai ging n 12m2. - Phng v sinh 3 m2. - Bung mt ging n 12 m2. - Bung mt ging i hoc hai ging n 14m2. - Phng v sinh 3 m2. - Bung mt ging n 14 m2. - Bung mt ging i hoc hai ging n 18m2. - Phng v sinh 4 m2. Hng 2 sao Hng 3 sao Hng 4 sao (khng p dng i vi khch sn ni). Hng 5 sao

- Bung mt ging n 16 m2 - Bung mt ging i hoc hai ging n 20m2. - Phng v sinh 5 m2. - Bung c bit 36 m2 (khng bao gm phng v sinh v ban cng).

- Bung mt ging n 18 m2. - Bung mt ging i hoc hai ging n 26 m2. - Phng v sinh 6m2. - Bung c bit 50m2 (khng bao gm phng v sinh v ban cng). - Mt nh hng u. - Mt nh hng . - Mt nh hng c sn v bp. - Ba quy bar. - S gh bng 100% s ging. - Phng v sinh nam v n ring. - C khu vc ht thuc.

1.8 Nh hng, bar

- C din tch phc v n sng. - S gh bng 50% s ging. - C phng v sinh.

- Mt nh hng n c quy bar. - S gh bng 60% s ging. - C phng v sinh.

- Mt nh hng n u, chung. - Mt quy bar. - S gh bng 80% s ging. - Phng v sinh nam v n ring.

- Mt nh hng u. - Mt nh hng . - Hai quy bar. - S gh bng 100% s ging. - Phng v sinh nam v n ring.

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Bng 1 - Tiu ch xp hng

Tiu ch Hng 1 sao Hng 2 sao i vi khch sn ni: - Nh 1 sao Hng 3 sao i vi khch sn ni: - Nh 2 sao Hng 4 sao i vi khch sn ni: - Nh 3 sao Hng 5 sao i vi khch sn ni: - Nh 4 sao

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1.9 Khu vc bp 1.10 Kho 1.11 Phng hi ngh, hi tho, phng hp (p dng i vi khch sn thnh ph 4

TCVN 4391 : 2009

- C bp (u, chung) gn nh hng. - Din tch tng xng vi phng n. - Thng gi tt. - Ngn chn c ng vt, cn trng gy hi. - Tng phng, khng thm nc, p gch men cao 2 m. - Trn bp phng, nhn, khng lm trn gi. - Sn phng, lt vt liu chng trn, d c ra.

Nh 2 sao, thm: - Khu vc s ch v ch bin nhit, ngui c tch ring. - C phng m, m bo cch m, cch nhit, cch mi gia bp v phng n. - C li chuyn rc tch bit, m bo v sinh. - Li thot him v thng gi tt. - C phng v sinh cho nhn vin bp. - C kho bo qun nguyn vt liu, thc phm, thit b d phng. - Mt phng hi tho - Phng v sinh nam v n ring.

Nh 3 sao, thm: - Bp u. - Bp . - Bp bnh. - Bp ngui. - Bp cho nhn vin. - Khu vc son chia thc n.

Nh 4 sao, thm: - Bp n c sn.

Nh 3 sao, thm: - C cc kho lnh (theo loi thc phm). - Khu vc dnh cho hi ngh, hi tho din tch 200 m2 - Snh ch, ng k khch v gii kht gia gi

Nh 4 sao - Khu vc dnh cho hi ngh, hi tho din tch 200 m2. - Snh ch, ng k khch v gii kht gia gi.

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Bng 1 - Tiu ch xp hng

Tiu ch v khuyn khch i vi cc loi khch sn khc) Hng 1 sao Hng 2 sao Hng 3 sao Hng 4 sao - Mt phng hi ngh 200 gh c phng phin dch (cabin) - Mt phng hi tho - Mt phng hp - Cch m tt - Phng v sinh nam v n ring. - Phng lm vic ca Nh 2 sao, thm: Nh 3 sao, thm: ngi qun l v cc b - Phng thay qun o. - Phng hp ni b. phn chc nng. - Phng v sinh nam v - Phng tm. - Phng trc bung. n ring. - Phng n. Hng 5 sao - Mt phng hi ngh 300 gh c phng phin dch (cabin). - Hai phng hi tho. - Hai phng hp. - Cch m tt. - Phng v sinh nam v n ring. Nh 4 sao, thm: - Phng th gin.

1.12 Khu vc dnh cho cn b, nhn vin

2 Trang thit b, tin nghi (theo mc 4.2 Yu cu chung), thm cc yu cu c th sau:

2.1 Cht lng trang thit b, bi tr, trang tr - Cht lng tt. - Bi tr hp l. - Mu sc hi ha. - Hot ng tt. 2.1 Trang thit b ni tht 2.1.1 Snh Mc A.1 n A.2 Ph Nh 1 sao n tip v lc A phng v sinh snh Nh 2 sao, thm: - in thoi cng cng. - Internet. Nh 3 sao, thm: Nh 4 sao, thm: Nh 1 sao Nh 2 sao, thm: - ng b. Nh 3 sao, thm: - Cht lng cao. Nh 4 sao, thm: - Hin i, sang trng.

- Trang tr ni tht p - Trang tr ngh thut. (khuyn khch tnh dn tc trong trang tr).

TCVN 4391 : 2009

- Thit b phc v thanh - Quy l tn c t ton th tn dng. chc thnh cc quy phn theo chc nng, 5

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Bng 1 - Tiu ch xp hng

Tiu ch Hng 1 sao Hng 2 sao Hng 3 sao - Bn gh cho khch. - Bng nim yt t gi ngoi t. Hng 4 sao - Quy bar snh. gm: Hng 5 sao

- Quy thng tin, quan + Quy t bung; h khch hng. + Quy n tip; - Xe y cho ngi - Quy h tr n tip. + Quy thanh ton; khuyt tt. (trc ca, chuyn hnh + Tng i in thoi. - Phng v sinh c giy l, vn th, xe a n hoc khn lau tay. khch).

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2.1.2 Bung ng v phng v sinh trong bung ng

Theo A.3 n A.4 Ph lc A

Nh 1 sao

Nh 2 sao, thm: - Ging n 1,2m x 2m - Ging i 1,6m x 2m - m dy 20 cm. - n u ging chnh c sng. - Lp chn sng cho rm ca s. - Bn lm vic, gng soi v n bn. - Giy hoc hp mt lau giy. - Bn chi qun o. - Tranh nh ngh thut treo tng. - m un nc siu tc - Kt an ton cho 30% s bung.

Nh 3 sao, thm: - Bng iu khin thit b in t t u ging. - ng truyn internet tc cao. - My fax cho bung c bit. - Tivi cho phng khch. - Gng soi c ngi - Bn a bn s ti, danh mc mn n phc v ti bung ng t trong cp ti liu. - Kt an ton cho 80% s bung. - Tch ung tr, c ph. - Dng c m bia, ru - Hp giy n.

Nh 4 sao, thm: - kha t dng th. Bung nguyn th, thm: + Ging 2,2 m x 2,2m + Internet khng dy.

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Bng 1 - Tiu ch xp hng

Tiu ch Hng 1 sao Hng 2 sao Hng 3 sao - Thit b bo chy. - Ti kim ch. - My sy tc. - cm in cho thit b co ru. - Phng v sinh: + Tng p gch men ton b; + n trn; + B t chu ra mt; + Khn chi chn; + M chp tc; + Sa tm; + Bng tm; + Khch sn ngh dng: 50% s bung c bn tm nm c rm che. Hng 4 sao - B n tri cy. Hng 5 sao

- Phng v sinh: + Khn lau tay; + Kem dng da; + Vi nc i ng cnh bn cu; + n trn bn tm; + o chong sau tm; + Phng tm ng hoc bn tm nm c rm che; + Khuyn khch c in thoi trong phng v sinh ni vi bung ng.

- Phng v sinh: + Cn sc khe + Phng tm ng cho 30% s bung v bn tm nm 100% s bung + Nc hoa + Dy phi qun o

2.1.3 Phng hp, hi tho, hi ngh (p dng i vi khch sn thnh ph)

- Bn gh, micro, n in cc loi, my chiu, mn chiu. - Trang thit b vn phng phc v hi tho.

- Bn gh, micro, n in, my chiu, mn hnh. - Trang thit b vn phng phc v hi tho. - Trang thit b phc v hi ngh.

Bung nguyn th, thm: + Bn tm to sng - Phng v sinh: + Gng cu; + in thoi ni vi bung ng. - Bn gh, micro, n in cc loi, my chiu, mn hnh. - Trang thit b vn phng phc v hi tho. - Trang thit b phc v 7

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Bng 1 - Tiu ch xp hng

Tiu ch Hng 1 sao Hng 2 sao Hng 3 sao Hng 4 sao - S , bin ch dn v n bo thot him. - iu ha khng kh. - H thng thng gi tt. Hng 5 sao

2.1.4 Nh hng, bar, bp

Theo A.5 Ph lc A

Nh 1 sao, thm: - Trang thit b, dng c ch bin mn n, ung. - Cc loi t lnh bo qun thc phm.

2.1.5 Git l 2.1.6 Thm 8

Nh 2 sao, thm: - Mt bn son chia, s ch, ch bin mn n lm bng vt liu khng thm nc. - Chu ra cho s ch, ch bin ring. - C chn lc rc, m - H thng ht mi hot ng tt. - iu ho khng kh cho nh hng, bar. - Bn l, cu l - Tri thm bung ng

hi ngh. - Trang thit b phc v dch thut t nht bn ngn ng. - S , bin ch dn v n bo thot him. - iu ha khng kh. - H thng thng gi tt - H thng chiu sng c tnh thm m v iu chnh c sng. - Khuyn khch c h thng thit b hp trc tuyn. Nh 3 sao, thm: Nh 4 sao, thm: - Trang thit b phc v - Trang thit b ch tic cao cp. bin, phc v mn n - Trang thit b phc v v cc loi ru ca n t chn. nh hng c sn. - Trang thit b phc v n ti bung ng. - Trang thit b phc v n ung ca nhn vin. - Trang thit b, dng c ch bin bnh v ngui. Nh 3 sao, thm Nh 4 sao, thm - My git, sy - H thng thit b git l hin i. Nh 3 sao, thm: Nh 4 sao

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Bng 1 - Tiu ch xp hng

Tiu ch Hng 1 sao Hng 2 sao Hng 3 sao (p dng i vi khch sn thnh ph v khng p dng i vi sn g) Hng 4 sao Hng 5 sao

2.1.7 Thng gi, iu ho khng kh cc khu vc (khng p dng i vi ni c kh hu n i) 2.1.8 H thng lc nc 2.1.9 Thang my

- m bo thng thong. - Khuyn khch thng gi t nhin.

Nh 1 sao

Nh 2 sao, thm: - iu ha khng kh.

-Tri thm hnh lang, cu thang, phng hp, hi tho, hi ngh, nh hng (p dng i vi khch sn thnh ph). - Khuyn khch p dng i vi cc khch sn khc. Nh 3 sao, thm: Nh 4 sao, thm: - iu ha khng kh hai - iu ha khng kh chiu. trung tm hai chiu.

T bn tng tr ln c thang my (k c tng trt).

Nh 1 sao

-T ba tng tr ln c Nh 3 sao, thm: thang my (k c tng - Thang my cho hng trt). ha. Thang my cho nhn vin v thang my phc v ngi tn tt. Nh 2 sao, thm: - Tay ngh k thut cao

- m bo nc c th ung trc tip t vi nc. Nh 4 sao

3 Dch v v mc phc v
3.1 Cht lng phc - ng quy trnh k thut nghip v. Nh 1 sao Nh 3 sao, thm: Nh 4 sao, thm: - C s phi hp cht - Cht lng phc v

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Bng 1 - Tiu ch xp hng

Tiu ch v Hng 1 sao - Thi thn thin. Hng 2 sao Hng 3 sao Hng 4 sao Hng 5 sao hon ho. - Nhanh nhn, nhit tnh, chu o. Nh 4 sao, thm: - Mt loi tp ch - Tng c bit, thm: + Phng n; + Quy bar; + Dch v vn phng; + Dch v l tn ring (nhn v tr bung nhanh); + Phng hp v tin nghi cao cp phc v hp; + Cung cp thng tin, bo, tp ch min ph. Nh 4 sao, thm: - Phc v n ung 24/24 h. - C u bp chuyn nghip, ch bin cc mn n c sn. - Phc v cc loi ru, mn n v ung cao cp. Nh 4 sao, thm: - Chm sc sc p.

3.2 Phc v - C nhn vin trc Nh 1 sao bung bung 24/24 h - V sinh bung ng mt ngy mt ln. - Thay ga bc chn, m v v gi ba ngy mt ln hoc khi c khch mi. - Thay khn mt, khn tm mt ngy mt ln. - C bng hng dn khch bo v mi trng (t trong phng ng v phng v sinh). 3.3 Phc v - Phc v n sng. Nh 1 sao, thm: n ung - Phc v n mt ngy ba ba, cc mn n, ung n gin, d ch bin.

ch gia cc b phn trong phc v khch. - m bo tnh chuyn nghip trong phc v. Nh 2 sao, thm: Nh 3 sao, thm: - Thay ga bc chn, m - V sinh bung ng mt v v gi mt ngy mt ngy hai ln. ln. - Thay khn mt, khn tm mt ngy hai ln. - t hoa qu ti khi c khch. - t tr, c ph, ng, sa ti nh min ph.

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Nh 3 sao, thm: - Phc v n ung t 6 h n 24h. - Phc v mn n, ung cht lng cao. - Phc v n sng t chn. - Phc v n ung ti bung ng. 3.4 Dch v - L tn, bo v trc Nh 1 sao, thm: Nh 2 sao, thm: Nh 3 sao, thm: khc (nu 24/24 h. - Gi qu v hnh l - Gi bo, tp ch ti - Ca hng mua sm, 10

Nh 2 sao, thm: - Phc v n ung t 6 h n 22h (khch sn ngh dng: t 6 h n 24 h). - Phc v mn n, ung cht lng tt.

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Bng 1 - Tiu ch xp hng

Tiu ch khu ring cn c phng v sinh, quy nh ti A.2 Ph lc A) Hng 1 sao - Nhn gi tin v vt qu ti quy l tn. - Bng thng bo cc phng thc thanh ton. - in thoi. - nh thc khch. - Chuyn hnh l cho khch. - Cu h (p dng i vi khch sn c bi tm ring hoc th thao di nc). Hng 2 sao cho khch. - Bn hng lu nim, tp ho. - Khuyn khch c dch v thng tin, nhn t tour du lch, dch v vn chuyn. Hng 3 sao snh n tip. - C dch v vn phng. - Internet. - Thng tin. - Bu chnh. - Thu i ngoi t. - Dch v t ch, mua v phng tin vn chuyn, tham quan. - Phc v hp, hi tho, hi ngh. - Cu lc b gii tr (p dng i vi khch sn ngh dng). - Git l. Hng 4 sao lu nim. - Dch v dch thut (dch cabin) Phng tp th hnh. - Chm sc sc khe. - B bi (c nhn vin trc cu h) khuyn khch i vi khch sn ni). - Git kh, l hi ly ngay. - Cu lc b gii tr, th thao. - Nhn t tour, cc chng trnh hot ng gii tr du lch. - Bar m (p dng i vi khch sn ngh dng). - Phng y t c bc s trc. Hng 5 sao - Ct tc thm m . - Phng xng hi. - Phng xoa bp. - B bi (c bin ch dn su, c nhn vin trc cu h, c khn tm, gh nm). - B bi cho tr em c nhn vin trc cu h. - Trng gi tr. - Bar m. - Sn tennis (khng p dng i vi khch sn thnh ph, khch sn ni). - Dch v phc v ngi khuyt tt. - Tivi bt c nhiu knh quc t v c knh ca khch sn.

4 Ngi qun l v nhn vin phc v

4.1 Trnh chuyn mn nghip v, ngoi ng Ngi qun l: - Chng ch trung cp du lch hoc chng ch ca VTCB (2) v phi qua lp bi dng qun l lu tr du lch, an ninh, an Nh 1 sao Ngi qun l: - Tt nghip cao ng du lch, nu tt nghip cao ng ngnh khc phi qua lp bi dng qun l lu tr du lch, an ninh, an ton, phng Ngi qun l: - Tt nghip i hc du lch, nu tt nghip i hc ngnh khc phi qua lp bi dng qun l lu tr du lch, an ninh, an ton, phng Ngi qun l: - Tt nghip i hc du lch, nu tt nghip i hc ngnh khc phi qua lp bi dng qun l lu tr du lch, an ninh, an ton, phng 11

TCVN 4391: 2009

Bng 1 - Tiu ch xp hng

Tiu ch Hng 1 sao ton, phng chng chy n, bo v mi trng v v sinh an ton thc phm. - Mt nm kinh nghim trong ngh. Hng 2 sao Hng 3 sao Hng 4 sao Hng 5 sao

chng chy n, bo v chng chy n, bo v chng chy n, bo v mi trng v v sinh mi trng v v sinh mi trng v v sinh an ton thc phm. an ton thc phm. an ton thc phm. - Hai nm kinh nghim - Bn nm kinh nghim trong ngh. trong ngh. - Giao tip tt mt ngoi ng. - Thng tho mt ngoi ng. - Nm nm kinh nghim trong ngh. -Thng tho mt ngoi ng v giao tip tt mt ngoi ng khc.

Trng cc b phn: - Chng ch s cp ngh (l tn, bung, bn) hoc chng ch ca VTCB (2); trng hp c chng ch s cp ngh khc phi qua lp bi dng nghip v.

Trng cc b phn: Nh 1 sao, thm: - Chng ch s cp ngh bar, bp hoc chng ch ca VTCB(2).

Trng cc b phn: - Chng ch trung cp ngh (l tn, bung, bn, bar, bp) hoc chng ch ca VTCB (2).

Trng cc b phn:

Trng cc b phn:

TCVN 4391 : 2009

- Chng ch cao ng - Chng ch cao ng ngh hoc chng ch ngh hoc chng ch ca VTCB (2). ca VTCB (2).

- Ba nm kinh nghim - Bn nm kinh nghim - Hai nm kinh nghim trong ngh. trong ngh. trong ngh.

19 20
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TCVN 4391 : 2009

- Mt nm kinh nghim trong ngh. - Trng l tn giao tip tt mt ngoi ng v s dng c vi tnh vn phng.

- Giao tip tt mt ngoi ng trong phm vi ngh (trng l tn thng tho mt ngoi ng).

- Thng tho mt ngoi ng (trng l tn v trng cc b phn trc tip giao dch vi khch - S dng tt vi tnh vn thng tho mt ngoi phng. ng v giao tip tt mt ngoi ng khc).

- Thng tho mt ngoi ng v giao tip tt mt ngoi ng khc (trng l tn v trng cc b phn trc tip giao dch vi khch thng tho hai

TCVN 4391: 2009

Bng 1 - Tiu ch xp hng

Tiu ch Hng 1 sao Hng 2 sao Hng 3 sao Hng 4 sao Hng 5 sao

- S dng tt vi tnh vn ngoi ng). phng. - S dng tt vi tnh vn phng. Nhn vin phc v: Nhn vin phc v: Nh - Qua lp tp hun 1 sao, thm: nghip v (tr trng - 20% c chng ch hp c vn bng, ngh hoc chng ch chng ch do c s ca VTCB (2). o to c thm - 80% qua lp tp hun quyn cp). nghip v. Nhn vin phc v: Nhn vin phc v: Nhn vin phc v: - 50% c chng ch - 70% c chng ch - 70% c chng ch ngh hoc chng ch ngh hoc chng ch ngh hoc chng ch ca VTCB (2); ca VTCB (2); ca VTCB (2); - 50% qua lp tp hun - 30% qua lp tp hun - 30% qua lp tp hun nghip v. nghip v. nghip v. - S dng c vi tnh - S dng c vi tnh vn phng. vn phng. - Nhn vin trc tip - Nhn vin trc tip - Nhn vin trc tip phc v khch: giao tip phc v khch: thng phc v khch: thng tho mt ngoi ng. tt mt ngoi ng trong tho mt ngoi ng phm vi ngh. - Nhn vin l tn: giao tip tt mt ngoi ng v s dng c vi tnh vn phng - Nhn vin l tn: thng tho mt ngoi ng v s dng tt vi tnh vn phng - Nhn vin l tn: thng tho mt ngoi ng v giao tip tt mt ngoi ng khc; s dng tt vi tnh vn phng. - Nhn vin l tn: thng tho mt ngoi ng v giao tip tt mt ngoi ng khc; s dng tt vi tnh vn phng. Nh 4 sao, thm: - Trang phc lm vic c khch sn git l

4.2 Trang phc

Theo 4.4

Nh 1 sao

Nh 2 sao, thm: - Kiu dng ph hp vi chc danh v v tr cng vc - Mu sc hi ho, thun

Nh 3 sao, thm: - Cht liu tt, kiu dng p, ph hp vi mi trng v to phong cch ring ca khch

13

TCVN 4391: 2009

Bng 1 - Tiu ch xp hng

Tiu ch Hng 1 sao Hng 2 sao tin 5.1 Bo v mi trng Theo 4.5 Nh 1 sao Nh 2 sao, thm: - C k hoch bo v mi trng - B tr cn b kim nhim qun l mi trng - Thc hin cc bin php phn loi v qun l cht thi Nh 2 sao Hng 3 sao sn Nh 3 sao, thm: - C cn b chuyn trch qun l mi trng (p dng i vi khch sn ngh dng) Nh 4 sao, thm: - C cn b chuyn trch qun l mi trng - Thc hin kim ton xanh (3) Hng 4 sao Hng 5 sao

5 Bo v mi trng, an ninh, an ton, phng chng chy n v v sinh an ton thc phm

5.2 An ninh, an ton, phng chng chy n v v sinh an ton thc phm CH THCH:

Theo 4.5

Nh 1 sao

Nh 3 sao, thm: - H thng camera

Nh 4 sao

TCVN 4391 : 2009

(1) Khng p dng quy nh quy m i vi khch sn l cng trnh kin trc c bit nh lu i, cung in hoc nm ni c gi tr vn ha, lch s cn c bo v, khi ng k hng t 3 sao n 5 sao. (2) VTCB: Vit tt ting Anh (Vietnam Tourism Certification Board) Hi ng cp chng ch ngnh du lch Vit Nam. (3) Kim ton xanh: Kim ton v hiu qu ca cc hot ng qun l, bo v mi trng ca khch sn.

21

14

TCVN 4391: 2009

Phng php nh gi (xem Ph lc B) 6.1 Nguyn tc nh gi

- Cc tiu ch nh gi xp hng i vi khch sn du lch c chm im nh sau: + Chm im 0 i vi tiu ch khng c hoc khng t yu cu ca loi, hng tng ng; + Chm im 1 i vi tiu ch t yu cu ca loi, hng tng ng.

6.2 Tng im ti thiu i vi tng loi, hng khch sn

6.2.1 Khch sn thnh ph

- Hng 1 sao: 95% cc tiu ch trong tng s cc tiu ch yu cu i vi khch sn thnh

ph hng 1 sao t im 1, tc l t 118 im.

- Hng 2 sao: 95% cc tiu ch trong tng s cc tiu ch yu cu i vi khch sn thnh

ph hng 2 sao t im 1, tc l t 130 im.

- Hng 3 sao:

95% cc tiu ch trong tng s cc tiu ch yu cu i vi khch sn thnh

ph hng 3 sao t im 1, tc l t 190 im.

- Hng 4 sao: 95% cc tiu ch trong tng s cc tiu ch yu cu i vi khch sn thnh

ph hng 4 sao t im 1, tc l t 256 im.

- Hng 5 sao: 95% cc tiu ch trong tng s cc tiu ch yu cu i vi khch sn thnh

ph hng 5 sao t im 1, tc l t 302 im. 6.2.2 Khch sn ngh dng

- Hng - Hng - Hng - Hng - Hng

1 sao: 95% cc tiu ch trong tng s cc tiu ch yu cu i vi khch sn ngh

dng hng 1 sao t im 1, tc l t 119 im. 2 sao: 95% cc tiu ch trong tng s cc tiu ch yu cu i vi khch sn ngh

dng hng 2 sao t im 1, tc l t 131 im. 3 sao: 95% cc tiu ch trong tng s cc tiu ch yu cu i vi khch sn ngh

dng hng 3 sao t im 1, tc l t 188 im. 4 sao: 95% cc tiu ch trong tng s cc tiu ch yu cu i vi khch sn ngh

dng hng 4 sao t im 1, tc l t 243 im. 5 sao: 95% cc tiu ch trong tng s cc tiu ch yu cu i vi khch sn ngh

dng hng 5 sao t im 1, tc l t 285 im.

TCVN 4391: 2009

6.2.4 Khch sn bn ng

- Hng - Hng - Hng - Hng - Hng

1 sao: 95% cc tiu ch trong tng s cc tiu ch yu cu i vi khch sn bn

ng hng 1 sao t im 1, tc l t 118 im. 2 sao: 95% cc tiu ch trong tng s cc tiu ch yu cu i vi khch sn bn

ng hng 2 sao t im 1, tc l t 130 im. 3 sao: 95% cc tiu ch trong tng s cc tiu ch yu cu i vi khch sn bn

ng hng 3 sao t im 1, tc l t 185 im. 4 sao: 95% cc tiu ch trong tng s cc tiu ch yu cu i vi khch sn bn

ng hng 4 sao t im 1, tc l t 241 im. 5 sao: 95% cc tiu ch trong tng s cc tiu ch yu cu i vi khch sn bn

ng hng 5 sao t im 1, tc l t 282 im. 6.2.3 Khch sn ni

- Hng 1 sao: 95% cc tiu ch trong tng s cc tiu ch yu cu i vi khch sn ni hng

1 sao t im 1, tc l t 110 im. - Hng 2 sao: 95% cc tiu ch trong tng s cc tiu ch yu cu i vi khch sn ni hng 2 sao t im 1, tc l t 120 im. - Hng 3 sao: 95% cc tiu ch trong tng s cc tiu ch yu cu i vi khch sn ni hng 3 sao t im 1, tc l t 177 im. - Hng 4 sao: 95% cc tiu ch trong tng s cc tiu ch yu cu i vi khch sn ni hng 3 sao t im 1, tc l t 229 im. - Hng 5 sao: 95% cc tiu ch trong tng s cc tiu ch yu cu i vi khch sn ni hng 3 sao t im 1, tc l t 268 im.

TCVN 4391: 2009

Ph lc A
(qui nh)

Tiu chun trang thit b, tin nghi ti thiu i vi khch sn hng 1 sao

A.1 Snh n tip

- Quy l tn; - in thoi, fax; - My vi tnh, s sch, s bung; - Bn gh tip khch; - Kt an ton; - Bng nim yt gi dch v; - Ca ra vo b tr thun tin.

A.2 Phng v sinh snh v cc khu vc cng cng

- Bn cu, giy v sinh; - Chu ra mt, gng soi, vi nc, x phng; - Mc treo ti - Thng rc c np; - Thit b thng gi.

A.3 Bung ng
- Ging n 0,9 m x 2 m; ging i 1,5 m x 2 m; - T u ging, t ng qun o c 5 mc treo qun o cho mt khch; - Bn gh ung nc, gi hnh l; - Chn v m ging ng (10 cm) c ga bc, gi c v bc, rm ca s hai lp (lp mng v lp dy chn sng); - T lnh 50 l, tivi v iu ha khng kh (tr nhng ni c kh hu n i); - in thoi, n trn, n u ging; - Cc thy tinh, bnh nc lc, gt tn;

TCVN 4391: 2009

- Mt nhn gn trn ca, chung gi ca, cht an ton, dp i trong phng, st hoc ti ng git l, st ng rc; cp ng ti liu hng dn cho khch gm: ni quy, hng dn s dng in thoi v tivi, dch v v gi dch v, thi gian n tip khch, phc v n ung v cc dch v, chnh sch khuyn mi, phong b, giy, bt vit v tranh nh qung co.

A.4 Phng v sinh trong bung ng

- Tng p gch men cao 1,5 m; sn lt bng vt liu chng trn; - cm in an ton; - Chu ra mt v gng soi, vi nc, nc nng, vi tm hoa sen; - Mc treo qun o, gi khn cc loi; - Bn cu, giy v sinh, thng rc c np; - Thit b thng gi; - n trn gng soi; - Vt dng cho mt khch: cc thy tinh, x phng, du gi u, khn mt, khn tm, kem nh rng, bn chi nh rng.

A.5 Nh hng, bar

- Bn gh, dng c v t ng dng c phc v n ung; - T lnh v trang thit b, dng c ch bin mn n, ung (trong khu vc phc v n sng) - Chu ra dng c n ung - H thng thot nc chm; - Dng c v cht ty ra v sinh; - Thng rc c np; - nh sng hoc chiu sng tt; - Thng gi tt.

A.6 Trang thit b khc

- n lu in; - My pht in; - T thuc v mt s loi thuc s cu cn hn s dng.

TCVN 4391: 2009

Ph lc B (quy nh) Phng php nh gi xp hng khch sn Tn khch sn a ch in thoi Website Ngy thng :
Yu cu i vi loi khch sn Yu cu i vi hng sao nh gi, chm im im 0 im 1

: : : : nm Fax: E mail:

Ngi chm im

Tiu ch

1 V tr, kin trc 1.1 V tr - Thun li. - Rt thun li. - Mi trng, cnh quan m bo v sinh an ton. - Mi trng, cnh quan sch p. 1.2 Thit k kin trc - Thit k kin trc ph hp vi yu cu kinh doanh, cc khu vc dch v c b tr hp l, thun tin. - Thit k kin trc p. - Kin trc c bit, kiu dng p, ton cnh thng nht. - Cng trnh xy dng cht lng tt, an ton. - Ni tht, ngoi tht thit k, bi tr, trang tr hp l. - Ni tht, ngoi tht thit k, bi tr, trang tr p, sang trng, vt liu xy dng cht lng tt.

R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F

1, 2 3, 4, 5 1, 2 3, 4, 5 1, 2, 3, 4, 5

R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F

3, 4 5 1, 2, 3, 4, 5 1, 2 3, 4, 5

TCVN 4391: 2009

Tiu ch - Ca ring cho khch v nhn vin - C ng cho xe ln, xe y ca ngi khuyt tt. - C bung ng dnh cho ngi khuyt tt i xe ln, xe y. - C Tng c bit. 1.3 Quy m - 10 bung - 20 bung - 30 bung - 50 bung - 80 bung - 100 bung 1.4 Ni xe v giao thng ni b - C ni xe cho khch trong hoc gn khu vc khch sn. - Ni xe trong khu vc khch sn p ng 20% tng s bung ng. - Ni xe trong khu vc khch sn p ng 30% tng s bung ng. - Ni xe trong khu vc khch sn p ng 100% tng s bung ng. - Ni xe, li i b v giao thng ni b thun tin, an ton, thng gi tt. 1.5 Khu vc snh n tip - Din tch 10 m2, c phng v sinh snh. - Din tch 20 m2, c phng v sinh snh. - Din tch 35 m2, c phng v sinh cho nam v n ring. - Din tch 60 m2, c phng v sinh cho nam v n ring. - Din tch 100 m2, c phng v sinh cho nam v n ring. - C khu vc ht thuc ring. - Phng v sinh cho ngi tn tt i Yu cu i vi loi khch sn R, C, M, F
R, C, M, F R, C, M, F C

Yu cu i vi hng 3, 4, 5 sao
1, 2, 3, 4, 5 4, 5 5

nh gi, chm im im 0 im 1

R, C, M, F R, C, M, F F, M R, C F, M R, C F, M R, C C C C R, M R, C, M

1 2 3 3 4 4 5 5 1, 2 3 4, 5 1, 2, 3, 4, 5 2, 3, 4, 5

R, C, M F R, C, M F R, C, M F R, C, M R, C, M

1 3 2 4 3 5 4 5

R, C, M, F R, C, M, F

4, 5 5

TCVN 4391: 2009

Tiu ch bng xe ln. 1.6 Khng gian xanh - Cy xanh t nhng ni cng cng. - Sn, vn, cy xanh. Yu cu i vi loi khch sn
R, C, M, F R M

Yu cu i vi hng sao
1, 2, 3, 4, 5 1, 2, 3, 4, 5 4, 5

nh gi, chm im im 0 im 1

1.7 Din tch bung ng, phng v sinh (khng p dng i vi khch sn ni) - Din tch ti thiu 9 m2 cho bung R, C, M 1 2 mt ging n, 12 m cho bung hai ging n hoc mt ging i, 3 m2 cho phng v sinh. - Din tch ti thiu 12 m2 cho mt R, C, M 2 2 ging n, 14 m cho 2 ging n hoc mt ging i, 3 m2 cho phng v sinh. - Din tch ti thiu 14 m2 cho mt R, C, M 3 2 ging n, 18 m cho 2 ging n hoc mt ging i, 5 m2 cho phng v sinh. - Din tch ti thiu 16 m2 cho mt R, C, M 4 2 ging n, 20 m cho 2 ging n hoc mt ging i, 5 m2 cho phng v sinh. - Bung c bit 36 m2 khng bao gm phng v sinh v ban cng. - Din tch ti thiu 18 m2 cho mt R, C, M 5 2 ging n, 26 m cho 2 ging n hoc mt ging i, 6 m2 cho phng v sinh. - Bung c bit 50 m2 khng bao gm phng v sinh v ban cng. 1.8 Nh hng, quy bar (c phng v sinh ring nu nh hng tch ri snh n tip) - C din tch phc v n sng. R, C, M 1
F 1, 2 2 3 3 4 4 5

- Mt nh hng n, quy bar. - Mt nh hng n (u, chung), mt bar, c phng v sinh ring cho nam v n. - Hai nh hng n (u, ring), hai quy bar, c phng v sinh ring cho nam v n.

R, C, M F R, C, M F R, C, M F

TCVN 4391: 2009

Yu cu i vi loi khch - Ba nh hng n ( u, v c R, C, M sn sn), ba quy bar, c phng v sinh ring cho nam v n. - S gh bng 50% s ging. R, C, M
F

Tiu ch

Yu cu i vi hng sao 5

nh gi, chm im im 0 im 1

1 1, 2 2 3 3 4 4, 5 5 5 2, 3, 4, 5 2, 3, 4, 5 2, 3, 4, 5 2, 3, 4, 5 2, 3, 4, 5 3, 4, 5

- S gh bng 60% s ging. - S gh bng 80% s ging. - S gh bng 100% s ging. - C khu vc khng ht thuc. 1.9 Khu vc bp - Gn nh hng n, thng gi tt, ngn chn c ng vt gy hi. - Din tch tng xng vi phng n. - Tng phng khng thm nc, p gch men s cao ti thiu 2 m. - Trn bp phng, nhn khng lm trn gi. - Sn phng, lt vt liu chng trn, d c ra. - Khu vc s ch v ch bin nhit, ngui c tch ring. - C phng m, m bo cch m, cch nhit, cch mi gia bp v phng n. - Li chuyn rc tch bit, m bo v sinh. - Li thot him, thng gi tt. - Phng v sinh cho nhn vin bp. - Bp u, chung lin k vi nh hng. - Bp u, ring lin k vi nh hng tng ng. - Bp ch bin mn n c sn. - Bp bnh. - Bp ngui. - Bp cho nhn vin. - Khu vc son chia thc n. 1.10 Kho 8

R, C, M F R, C, M F R, C, M F R, C, M R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F

R, C, M, F

3, 4, 5

R, C, M, F R, C, M, F R, C, M, F R, C, M F R, C, M F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F

3, 4, 5 3, 4, 5 3, 4, 5 2, 3 3, 4 4, 5 5 5 4, 5 4, 5 4, 5 4, 5

TCVN 4391: 2009

Tiu ch - C kho bo qun nguyn vt liu, thc phm v thit b d phng. - C cc kho lnh theo loi thc phm. 1.11 Phng hi ngh, hi tho - Khu vc dnh cho hi ngh, hi tho, din tch 200 m2 . - Snh ch, ng k khch v gii kht gia gi. - Mt phng hi ngh 200 gh c phng phin dch (cabin). - Mt Phng hi ngh 300 gh c phng phin dch (cabin). - Mt phng hi tho. - Hai phng hi tho. - Mt phng hp. - Hai phng hp. - Cch m tt. - Phng v sinh nam v n ring. 1.12 Khu vc dnh cho nhn vin - Phng lm vic ca ngi qun l v cc b phn chc nng. - Phng trc bung. - Phng thay qun o. - Phng v sinh nam v n ring. - Phng hp ni b. - Phng tm. - Phng n nhn vin. - Phng th gin. Yu cu i vi loi khch sn R, C, M, F
R, C, M, F

Yu cu i vi hng 3, 4, 5 sao
4, 5

nh gi, chm im im 0 im 1

C C C C C C C C C C R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F

4, 5 4, 5 4, 5 5 3, 4 5 4 5 4, 5 3, 4, 5 2, 3, 4, 5 2, 3, 4, 5 3, 4, 5 3, 4, 5 4, 5 4, 5 4, 5 5

2 Trang thit b, tin nghi

2.1 Cht lng, bi tr, trang tr - Cht lng tt, hot ng tt. - Cht lng cao, hot ng tt. - Cht lng cao, hin i, hot ng tt. - Bi tr hp l, mu sc hi ha. - ng b. - Trang tr ni tht p. - Sang trng, bi tr ngh thut. 2.2 Trang thit b ni tht 2.2.1 Snh n tip
R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F 1, 2, 3 4 5 1, 2, 3, 4, 5 3, 4, 5 4, 5 5

TCVN 4391: 2009

Tiu ch - Quy l tn (c cc chc nng n tip, thng tin, t bung, thu ngn, in thoi). - in thoi. - Fax. - My vi tnh, s sch. - S bung. - Bn gh tip khch. - Kt an ton. - Nim yt gi dch v. - Ca ra vo b tr thun tin. - in thoi cng cng. - Internet. - Bng nim yt t gi ngoi t. - Xe y cho ngi tn tt. - Quy bar snh. - Thit b phc v thanh ton th tn dng. - Quy thng tin, quan h khch hng. - Quy h tr n tip (trc ca, chuyn hnh l, vn th, xe a n khch...). - Quy n tip c b tr ring. - Quy thu ngn (thanh ton) c b tr ring. - Quy t bung c b tr ring. -Tng i in thoi c b tr ring. Phng v sinh snh n tip - Bn cu. - Giy v sinh. - Chu ra mt v gng soi. - Vi nc. - X phng. - Thng rc c np. - Thit b thng gi. - Mc treo ti. - Giy hoc khn lau tay. 2.2.2 Bung ng - Ging ng n 0,9 m x 2 m Yu cu i vi loi khch sn R, C, M, F Yu cu i vi hng 4 1, 2, 3, sao nh gi, chm im im 0 im 1

R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F

1, 2, 3, 4, 5 1, 2, 3, 4, 5 1, 2, 3, 4, 5 1, 2, 3, 4, 5 1, 2, 3, 4, 5 1, 2, 3, 4, 5 1, 2, 3, 4, 5 1, 2, 3, 4, 5 3, 4, 5 3, 4, 5 3, 4, 5 3, 4, 5 4, 5 4, 5 4, 5 4, 5

R, C, M, F R, C, M, F R, C, M, F R, C, M, F

5 5 5 5

R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M

1, 2, 3, 4, 5 1, 2, 3, 4, 5 1, 2, 3, 4, 5 1, 2, 3, 4, 5 1, 2, 3, 4, 5 1, 2, 3, 4, 5 1, 2, 3, 4, 5 1, 2, 3, 4, 5 3, 4, 5 1, 2

10

TCVN 4391: 2009

Tiu ch ging i 1,5 m x 2 m. - Ging ng n 1,2 m x 2 m ging i 1,6 m x 2 m. Bung nguyn th: - Ging ng n 1,2 m x 2 m, ging i 2,2 m x 2,2 m - T u ging. - Bng iu khin thit b in t t u ging. - T qun o c nm mc treo qun o cho mt khch. - Bn gh ung nc. - Bn lm vic c gng soi v n bn. - Gng soi c ngi. - Gi hnh l. - m c v bc dy 10 cm. - m c v bc dy 20 cm. - Chn c ga bc. - Gi c v bc. - Rm ca s hai lp (lp mng v lp dy). - Rm ca s ba lp (thm lp chn sng). - T lnh 50 l. - iu ha khng kh. - in thoi. - Ti vi . - n trn. - n u ging cho mi khch. - n u ging cho mi khch chnh c sng. - Cc ung nc. - Bnh nc lc. - Gt tn. - Mt nhn gn trn ca. - Chung gi ca. - Cht an ton. - Dp i trong phng - St hoc ti ng git l. - St ng rc. Yu cu i vi loi Fkhch sn
R, C, M, F R, C, M

Yu cu i vi hng 1, 2, 3 sao
3, 4, 5 4, 5 5

nh gi, chm im im 0 im 1

R, C, M, F R, C, M, F R, C, M, F R, C, M R, C, M R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F

1, 2, 3, 4, 5 4, 5 1, 2, 3, 4, 5 1, 2, 3, 4, 5 3, 4, 5 4, 5 1, 2, 3, 4, 5 1, 2 3, 4, 5 1, 2, 3, 4, 5 1, 2, 3, 4, 5 1, 2 3, 4, 5 1, 2, 3, 4, 5 1, 2, 3, 4, 5 1, 2, 3, 4, 5 1, 2, 3, 4, 5 1, 2, 3, 4, 5 1, 2 3, 4, 5 1, 2, 3, 4, 5 1, 2, 3, 4, 5 1, 2, 3, 4, 5 1, 2, 3, 4, 5 1, 2, 3, 4, 5 1, 2, 3, 4, 5 1, 2, 3, 4, 5 1, 2, 3, 4, 5 1, 2, 3, 4, 5

11

TCVN 4391: 2009

Tiu ch - Cp ng ti liu c ni dung nh tiu chun quy nh. - Giy hoc mt lau giy - Bn chi qun o. - Tranh nh ngh thut treo tng. - m un nc siu tc. - Kt an ton cho 30% s bung. - Kt an ton cho 80% s bung. - Kt an ton cho 100% s bung. - Thit b bo chy. - Ti kim ch. - My sy tc. - ng truyn internet tc cao. - Internet khng dy cho bung nguyn th. - My fax cho bung c bit. - Tivi (phng khch). - Bn a bn s ti, danh mc mn n phc v ti bung t trong cp ti liu. - Tch ung tr, c ph. - Hp giy n. - B n tri cy. - Dng c m bia, ru. - kha t dng th. - Cn sc khe. Phng v sinh trong bung ng - Tng p gch men: + Cao 1,5 m; + Ton b. - Sn lt bng vt liu chng trn. - cm in an ton. - Chu ra mt v gng soi. - Gng cu (Bung nguyn th). - Vi nc. - Nc nng. - Vi tm hoa sen. - Mc treo qun o. - Gi khn cc loi. - Bn cu. - Vi nc di ng cnh bn cu. Yu cu i vi loi khch sn R, C, M, F
R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M

Yu cu i vi hng 4, 5 1, 2, 3, sao
3, 4, 5 3, 4, 5 3, 4, 5 3, 4, 5 3 4 5 3, 4, 5 3, 4, 5 3, 4, 5 4, 5 5 4, 5 4, 5 4, 5

nh gi, chm im im 0 im 1

R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F

4, 5 4, 5 4, 5 4, 5 5 5

R, C, M R, C, M R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F

1, 2 3, 4, 5 1, 2, 3, 4, 5 1, 2, 3, 4, 5 1, 2, 3, 4, 5 5 1, 2, 3, 4, 5 1, 2, 3, 4, 5 1, 2, 3, 4, 5 1, 2, 3, 4, 5 1, 2, 3, 4, 5 1, 2, 3, 4, 5 4, 5

12

TCVN 4391: 2009

Tiu ch - Giy v sinh. - Thng rc c np. -Thit b thng gi. - n trn gng soi. - Vt dng cho mt khch: + Cc thy tinh; + X phng; + Du gi u; + Du gi u v du x; + Khn mt; + Khn tm; + Khn lau tay; + M chp tc; + Sa tm; + Bng tm; + Kem nh rng; + Bn chi nh rng; + Kem dng da; + o chong sau tm; + Nc thm; - Khn chi chn. - in cho thit b co ru. - n trn. - B t chu ra mt. - Bn tm nm c rm che cho 50% s bung. - n trn bn tm. - Phng tm ng hoc bn tm nm c rm che. - Bn tm to sng cho bung nguyn th. - Phng tm ng cho 30% s bung v bn tm nm cho 100% s bung. - Dy phi qun o. 2.2.3 Phng hp, hi tho, hi ngh - Bn gh, micro, n in cc loi, my chiu, mn chiu. - Trang thit b vn phng phc v hi tho. - Trang thit b phc v hi ngh Yu cu i vi loi khch sn R, C, M, F
R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R R, C, M, F R, C, M, F R, C, M, F R, C, M, F

Yu cu i vi hng 4, 5 1, 2, 3, sao
1, 2, 3, 4, 5 1, 2, 3, 4, 5 1, 2, 3, 4, 5 1, 2, 3, 4, 5 1, 2, 3, 4, 5 1, 2 3, 4, 5 1, 2, 3, 4, 5 1, 2, 3, 4, 5 4, 5 3, 4, 5 3, 4, 5 3, 4, 5 1, 2, 3, 4, 5 1, 2, 3, 4, 5 4, 5 4, 5 5 3, 4, 5 3, 4, 5 3, 4, 5 3, 4, 5 3, 4, 5 4, 5 4 5 5

nh gi, chm im im 0 im 1

R, C, M, F C C C

5 3, 4, 5 3, 4, 5 4, 5

13

TCVN 4391: 2009

Tiu ch - Phng hi ngh 200 gh c phng phin dch. - Phng hi ngh 300 gh, thit b dch thut. - Trang thit b phc v dch thut t nht bn ngn ng. - iu ha khng kh. - H thng thng gi tt. - S , bin ch dn v n bo thot him. - H thng chiu sng c tnh thm m v iu chnh c sng. - Khuyn khch c h thng thit b hp trc tuyn. 2.2.4 Nh hng, bar, bp - Bn gh. - Dng c v t ng dng c phc v n ung. - C t lnh bo qun thc phm. - Cc loi t lnh bo qun (theo loi thc phm). - Trang thit b, dng c ch bin thc phm, ung (trong khu vc phc v n sng). - Trang thit b, dng c ch bin mn n, ung. - Trang thit b ch bin, phc v mn n v cc loi ru ca nh hng c sn. - Trang thit b ch bin, phc v n ung ca nhn vin. - Trang thit b phc v n t chn v n ti bung ng. - Trang thit b phc v tic cao cp - Trang thit b, dng c ch bin bnh v ngui. - Mt bn son chia, s ch, ch bin mn n lm bng vt liu khng thm nc. - Chu ra dng c n ung. - Chu ra cho s ch, ch bin ring. 14 Yu cu i vi loi Ckhch sn
C C C C C C C

Yu cu i vi hng 4, 5 sao
5 5 4, 5 4, 5 4, 5 5 5

nh gi, chm im im 0 im 1

R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M F R, C, M F R, C, M, F

1, 2, 3, 4, 5 1, 2, 3, 4, 5 1 2, 3, 4, 5 1 1, 2 2, 3, 4, 5 3, 4, 5 4, 5

R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F

5 4, 5 4, 5 4, 5 3, 4, 5

R, C, M, F R, C, M, F

1, 2, 3, 4, 5 3, 4, 5

TCVN 4391: 2009

Tiu ch Yu cu i vi loi khch sn R, C, M, F Yu cu i vi hng 4, 5 1, 2, 3, sao
3, 4, 5 1, 2, 3, 4, 5 1, 2, 3, 4, 5 3, 4, 5 1, 2, 3, 4, 5 1, 2, 3, 4, 5 3, 4, 5

nh gi, chm im im 0 im 1

- Dng c v cht ty ra v sinh. - Thit b chn lc rc, m cho cc R, C, M, F chu ra trong bp.

- Thng rc c np. R, C, M, F - H thng thot nc chm. R, C, M, F - H thng ht mi hot ng tt. R, C, M, F - Thng gi tt. R, C, M, F - nh sng hoc chiu sng tt. R, C, M, F - iu ha khng kh cho nh hng, R, C, M, F bar. 2.2.5 Git l - Bn l, cu l. R, C, M, F - My git, sy. R, C, M, F - H thng thit b git l hin i. R, C, M, F 2.3 Thm - Thm tri bung ng ( khng p C dng i vi sn g). - Thm tri hnh lang, cu thang, C phng hp, hi tho, hi ngh, nh hng. 2.4 H thng phng tin thng tin, lin lc - H thng phng tin thng tin, R, C, M, F lin lc y , hot ng tt. 2.5 H thng in - Cung cp in 24/24h. R, C, M, F - H thng in chiu sng m bo R, C, M, F yu cu tng khu vc. - C h thng in d phng/ my R, C, M, F pht in. 2.6 Thng gi, iu ho khng kh cc khu vc - Thng thong, h thng thng gi R, C, M, F hot ng tt. - iu ha khng kh cc khu vc R, C, M, F dch v (khng p dng i vi ni c kh hu n i). - iu ha khng kh hai chiu R, C, M, F (khng p dng i vi ni c kh hu n i). - iu ha khng kh trung tm hai R, C, M, F chiu (khng p dng i vi ni c kh hu n i).

3, 4, 5 4, 5 5 3, 4, 5 4, 5

1, 2, 3, 4, 5

1, 2, 3, 4, 5 1, 2, 3, 4, 5 1, 2, 3, 4, 5

1, 2, 3, 4, 5 3

15

TCVN 4391: 2009

Tiu ch Yu cu i vi loi khch sn
R, C, M, F

Yu cu i vi hng sao
1, 2, 3, 4, 5

nh gi, chm im im 0 im 1

2.7 H thng nc - Cung cp nc sch, v nc cho cha chy, c h thng d tr nc. - C h thng thot nc m bo v sinh mi trng. - Nc c lc v m bo ung c trc tip t vi nc. 2.8 Thang my - T bn tng tr ln c thang my (k c tng trt). - T ba tng tr ln c thang my (k c tng trt). - Thang my cho nhn vin phc v. - Thang my cho hng ha. - Thang my c tin nghi phc v ngi tn tt. 3 Dch v v mc phc v 3.1 Cht lng phc v - Phc v ng quy trnh k thut nghip v. - Thi thn thin. - Tay ngh k thut cao. - C s phi hp cht ch gia cc b phn trong phc v khch. - m bo tnh chuyn nghip trong phc v. - Cht lng phc v hon ho. - Nhanh nhn, nhit tnh chu o. 3.2 Phc v bung - Nhn vin trc bung 24/24 h. - V sinh bung ng mt ngy mt ln. - V sinh bung ng mt ngy hai ln. - Thay ga bc chn, m v v gi ba ngy mt ln hoc khi c khch mi. - Thay ga bc chn, m v v gi mt ngy mt ln.

R, C, M, F R, C, M, F

1, 2, 3, 4, 5 5

R, C, M R, C, M R, C, M R, C, M R, C, M

1, 2 3, 4, 5 4, 5 4, 5 5

R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F

1, 2, 3, 4, 5 1, 2, 3, 4, 5 3, 4, 5 4, 5 4, 5 5 5 1, 2, 3, 4, 5 1, 2, 3 4, 5 1, 2

R, C, M, F

3, 4, 5

16

TCVN 4391: 2009

Yu cu i vi loi khch - Thay khn mt, khn tm mt R, C, M sn ngy mt ln. - Thay khn mt, khn tm mt R, C, M, F ngy hai ln. - Bng hng dn khch bo v R, C, M mi trng trong bung ng - t hoa qu ti khi c khch. R, C, M, F - t tr, c ph, ng, sa ti R, C, M, F nh min ph. - t mt loi tp ch. R, C, M, F - Tng c bit, gm: + Phng n; + Quy bar; + Dch v vn phng; + Dch v l tn ring (nhn v tr bung nhanh); + Phng hp v tin nghi cao cp phc v hp; + Cung cp thng tin, bo, tp ch min ph. 3.3 Phc v n ung - Phc v n ung t 6 h n 22 h. - Phc v n ung t 6 h n 24 h. - Phc v n ung 24/24 h. - Phc v n sng. - Phc v n ba ba v phc v tic - Tic cao cp. - n sng t chn. - Phc v n ung ti bung ng. - Phc v mn n c sn (Vit Nam hoc nc khc). - Phc v mn n, ung n gin, d ch bin. - Phc v mn n, ung phong ph vi cht lng tt. - Phc v mn n, ung phong ph vi cht lng cao. - Phc v cc loi ru, mn n v ung c bit. 3.4 Dch v khc 17
R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F

Tiu ch

Yu cu i vi hng 1, 2, 3 sao
4, 5 1, 2, 3, 4, 5 4, 5 4, 5 5 5 5 5 5 5 5

nh gi, chm im im 0 im 1

C, M, F C, M, F R R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F

3 4 3, 4 5 1, 2, 3, 4, 5 2, 3, 4, 5 4, 5 4, 5 4, 5 5 1, 2, 3, 4, 5 3, 4, 5 4, 5 5

TCVN 4391: 2009

Tiu ch - L tn` trc 24/24 h. - Bo v trc 24/24 h. - Gi tin v vt qu ti l tn. - Bng thng bo phng thc thanh ton. - in thoi. - nh thc khch. - Chuyn hnh l cho khch. - Trc cu h (p dng i vi khch sn c b bi hoc c bi tm ring, c loi hnh th thao nc). - C gi bo, tp ch ti snh l tn. - Gi ti sn qu v hnh l cho khch. - Dch v bn hng (quy hng ho, lu nim). - Dch v bn hng (ca hng bn hng ho, lu nim cao cp). - Dch v vn phng. - Internet. - Thng tin. - Bu chnh. - Thu i ngoi t. - Dch v t ch, mua v phng tin vn chuyn, tham quan. - Nhn t tour v cc chng trnh hot ng gii tr du lch. - Phc v hp, hi tho, hi ngh. - Dch v dch thut (dch cabin c h thng thit b nghe dch). - Git l. - Git kh, l hi ly ngay. - Phng tp th hnh. - Chm sc sc khe. - Cu lc b gii tr, th thao. - Bar m. - Phng y t c bc s trc. - B bi (c ch dn su v nhn Yu cu i vi loi khch sn R, C, M, F
R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F

Yu cu i vi hng 4, 5 1, 2, 3, sao
1, 2, 3, 4, 5 1, 2, 3, 4, 5 1, 2, 3, 4, 5 1, 2, 3, 4, 5 1, 2, 3, 4, 5 1, 2, 3, 4, 5 1, 2, 3, 4, 5

nh gi, chm im im 0 im 1

R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F C, M, F R R R, C, M, F R, C, M

3, 4, 5 2, 3, 4, 5 2, 3 4, 5 3, 4, 5 3, 4, 5 3, 4, 5 3, 4, 5 3, 4, 5 3, 4, 5 4, 5 3, 4, 5 4, 5 3, 4, 5 4, 5 4, 5 4, 5 4, 5 3, 4, 5 4, 5 4, 5 4

18

TCVN 4391: 2009

Tiu ch vin trc cu h). - B bi (c ch dn su v nhn vin trc cu h, c khn tm, gh nm). - B bi cho tr em c nhn vin trc cu h. - Chm sc sc p. - Ct tc thm m. - Phng xng hi. - Phng xoa bp. - Trng gi tr. - Bar m. - Sn tennis. - Dch v phc v ngi khuyt tt. - Tivi bt c nhiu knh quc t v c knh ca khch sn. Yu cu i vi loi khch sn
R, C, M, F

Yu cu i vi hng sao
5

nh gi, chm im im 0 im 1

R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R R, C, M, F R, C, M, F

5 5 5 5 5 5 5 5 5 5

4 Ngi qun l v nhn vin phc v

4.1 Trnh chuyn mn nghip v, ngoi ng Ngi qun l: - Tt nghip trung cp du lch hoc R, C, M, F c chng ch ca VTCB; qua lp bi dng qun l lu tr du lch, an ninh, an ton, phng chng chy n, bo v mi trng v cht lng v sinh an ton thc phm. - Tt nghip cao ng du lch. Nu R, C, M, F tt nghip cao ng ngnh khc phi qua lp bi dng qun l lu tr du lch, an ninh, an ton, phng chng chy n, bo v mi trng v cht lng v sinh an ton thc phm. - Tt nghip i hc du lch. Nu tt R, C, M, F nghip i hc ngnh khc phi qua lp bi dng qun l lu tr du lch, an ninh, an ton, phng chng chy n, bo v mi trng v cht lng v sinh an ton thc phm. - Mt nm kinh nghim trong ngh. - Hai nm kinh nghim trong ngh.
R, C, M, F R, C, M, F

1, 2

3, 4

1, 2 3

19

TCVN 4391: 2009

Tiu ch Yu cu i vi loi khch sn R, C, M, F Yu cu i vi hng sao 4 nh gi, chm im im 0 im 1

- Ba nm kinh nghim trong ngh. - Nm nm kinh nghim trong ngh. R, C, M, F 5 - Giao tip tt mt ngoi ng. R, C, M, F 3 - Thng tho mt ngoi ng v giao R, C, M, F 4 tip tt mt ngoi ng khc. - Thng tho hai ngoi ng. R, C, M, F 5 Trng cc b phn: - Chng ch s cp ngh (l tn, R, C, M, F 1 bung bn) hoc chng ch ca VTCB . - Chng ch s cp ngh (l tn, R, C, M, F 2 bung bn, bar, bp) hoc chng ch ca VTCB. - Chng ch trung cp ngh (l tn, R, C, M, F 3, 4 bung bn, bar, bp) hoc chng ch ca VTCB. - Chng ch cao ng ngh (l tn, R, C, M, F 5 bung bn, bar, bp) hoc chng ch ca VTCB. - Mt nm kinh nghim trong ngh. R, C, M, F 1, 2 - Hai nm kinh nghim trong ngh. R, C, M, F 3, 4, 5 - Giao tip tt mt ngoi ng trong R, C, M, F 3 phm vi ngh. - Thng tho mt ngoi ng. R, C, M, F 4, 5 - S dng tt vi tnh vn phng. R, C, M, F 4, 5 Trng l tn, trng cc b phn trc tip giao dch vi khch (bn hng, quan h khch hng, marketing) - Trng l tn giao tip tt mt R, C, M, F 1, 2 ngoi ng v s dng c vi tnh vn phng. - Trng l tn thng tho mt R, C, M, F 3 ngoi ng v s dng tt vi tnh vn phng. - Trng l tn v trng cc b R, C, M, F 4 phn trc tip giao dch vi khch thng tho mt ngoi ng v giao tip tt mt ngoi ng khc; s dng tt vi tnh vn phng. - Trng l tn v cc b phn trc R, C, M, F tip giao dch vi khch thng tho hai ngoi ng v s dng tt vi tnh 20
5

TCVN 4391: 2009

Tiu ch vn phng. Nhn vin phc v - Qua lp tp hun nghip v (tr trng hp c vn bng, chng ch do c s o to c thm quyn cp). - 20% c chng ch ngh hoc chng ch ca VTCB v 80% qua lp tp hun nghip v. - 50% c chng ch ngh hoc chng ch ca VTCB v 50% qua lp tp hun nghip v. - 70% c chng ch ngh hoc chng ch ca VTCB, 30% qua lp tp hun nghip v. - Nhn vin trc tip phc v khch giao tip tt mt ngoi ng trong phm vi ngh. - Nhn vin trc tip phc v khch thng tho mt ngoi ng. - Nhn vin trc tip phc v khch s dng c vi tnh vn phng Nhn vin l tn - Nhn vin l tn giao tip tt mt ngoi ng. - Nhn vin l tn thng tho mt ngoi ng. - Nhn vin l tn thng tho mt ngoi ng v giao tip tt mt ngoi ng khc. - S dng c vi tnh vn phng. - S dng tt vi tnh vn phng. 4.2 Trang phc - Mc trang phc ng quy nh. - eo ph hiu tn trn o. - Kiu dng p, ph hp vi chc danh v v tr cng vic. - Mu sc hi ha, thun tin. - Cht liu tt, ph hp vi mi trng. - C phong cch ring ca khch sn. Yu cu i vi loi khch sn
R, C, M, F

Yu cu i vi hng sao
1

nh gi, chm im im 0 im 1

R, C, M, F

R, C, M, F

R, C, M, F

4, 5

R, C, M, F

R, C, M, F R, C, M, F

4, 5 4, 5

R, C, M, F R, C, M, F R, C, M, F

1, 2 3 4, 5

R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F R, C, M, F

1, 2 3, 4, 5 1, 2, 3, 4, 5 1, 2, 3, 4, 5 3, 4, 5 3, 4, 5 4, 5 4, 5

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TCVN 4391: 2009

Tiu ch - Trang phc lm vic c khch sn git l. Yu cu i vi loi khch sn R, C, M, F Yu cu i vi hng sao 5 nh gi, chm im im 0 im 1

5 Bo v mi trng, an ninh, an ton, phng chng chy n v v sinh an ton thc phm
- Thc hin tt cc quy nh ca c quan c thm quyn (nh gi theo tng tiu ch) v: + An ninh trt t; + Phng chng chy n; + Phng chng t nn x hi; + Cht lng v sinh an ton thc phm; + V sinh mi trng bn trong; + V sinh mi trng xung quanh; + V sinh trang thit b; + V sinh c nhn; - Khch sn c k hoch bo v mi trng. - Thc hin cc bin php phn loi v qun l cht thi. - C cn b kim nhim v qun l, bo v mi trng. - C cn b chuyn trch v qun l, bo v mi trng. - Thc hin kim ton xanh.
R, C, M, F 1, 2, 3, 4, 5

R, C, M, F R, C, M, F C, M, F R C, M, F R R, C, M, F

3, 4, 5 3, 4, 5 3, 4 3 5 4, 5 5

CH THCH:

R: khch sn ngh dng. C : khch sn thnh ph. M: khch sn bn ng. F: khch sn ni.

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