Bi ton : Qun l khch sn

C T BI TON
a im kho st: Khch sn Blue sea - trc thuc cng ty TNHH
Minh Hong.( Gim c l ng Hong Hi )

a ch: 24B Phm Vn ng-Nha Trang

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Thng tin v khch sn c kho st

* Tiu chun khch sn l 2 sao, khch sn c 22 phng
* Cc chng loi phng :
- Phng loi 1: 301, 401, 501,601,701,801. n gi : 300.000
- Phng loi 2: 304, 404, 504, 604, 704, 804. n gi: 250.000
- Phng loi 3: 302, 303, 402, 403, 502, 503,602, 603, 703, 702, 803. n gi :
200.000
C 3 loi phng trn u c tin nghi nh nhau(vi tivi, t lnh, my iu ha,
ging ng, bn trang im, nh v sinh) nhng khc nhau l din tch phng loi 1 rng
nht v c th gim xung phng loi 3 nh nht.
1

n gi nim yt theo quy nh nhng c th tha thun.

* Khch sn c 4 b phn:
- B phn phc v phng: c 5 nhn vin, lm vic theo ca, mi ca 8 ting, mi nhn vin
c th ph trch nhiu phng .
- B phn bp: 3 nhn vin.
- B phn l tn: 3 nhn vin, lm vic theo ca (ca ngy, ca ti v ca m)
- Gim c(qun l):1 ngi .
* Dch v gm c: n ung, i tour du lch, bn v xe lin tnh, massage(ring dich v i
tour v v xe lin tnh th khch phi thanh ton trc).
Qun l nhn vin
Mi nhn vin ca khch sn c qun l cc thng tin : H, tn, ngy sinh, ni sinh, a
ch (x, huyn tnh , nu thnh ph th qun l thm s nh), trnh chuyn mn(tt c
chuyn mn m nhn vin c o to), ting nc ngoi (mt loi ting m nhn
vin thng tho nht), chc v(tt c cc chc v ang gi), ngy bt u lm vic, qu
trnh lng, qu trnh hp ng.
Qun l khch hng
- Khch sn lu cc thng tin khch hng : H, tn, CMND, ni , s in thoi
Nu l khch i theo on th qun l thm c quan cng tc, s in thoi bn.
Qun l s dng dch v
- Khch yu cu n ung th nh hng a thc n km gi mn n. B phn nh hng
c th tnh tin ngay lc hoc ghi li v chuyn cho l tn tnh tin sau khi khch
ri khch sn.
Qu trnh thu phng trc tip
- Khi mt khch hng cn thu phng ca khch sn th lin h b phn l tn chn
phng. Khch hng c th tho thun gi thu phng vi l tn da trn gi khi im.
Khi thu phng, khch hng phi k khai ngy d kin tr phng. Sau khi tha thun gi
c nu khch ng th nhn vin l tn vit ha n cho khch v giao cha kha
phng, sau nhn vin phc v phng dn khch ln phng. Khch c lu thng tin
h tn, ni , ngoi ra.cn gi thm CMND ca khch.
- Trong qu trnh , khch c th s dng cc dch v trong khch sn. Mi dch v c
n gi quy nh sn.
Qu trnh t phng
- Khch hng c th t phng trc tip hoc qua in thoi hoc gi FAX. nu qua in
thoi th phi l in thoi bn.
- Phi bit trc c ngy v ngy i ca khch hoc c quan on th no
khch sn thu xp phng trc.
- t phng trc th cn phi ng tin cc: vi s tin bng mt na s tin thu
phng.
- Nu t trc ngy n m sau ngy khng n th khch s b mt tin t cc v
khch sn c th cho ngi hoc on th khc thu.

Qu trnh tr phng
- Khi khch hng tr phng, b phn l tn kim tra tt c cc dch v m khch hng
s dng lp phiu thanh ton. Khch hng thanh ton thnh 2 khon ring : Thanh
ton tin phng v thanh ton dch v.
Cui mi bui gim c s trc tip tng kt b phn l tn.
Khch sn cng phi a danh sch thng tin khch cho cng an phng qun l( mang
giy CMND ng k tm tr tm vng cho khch).

Lp k hoch cho d n
Bc 0: Xc nh d n qun l khch sn
Bc 1: Xc nh phm vi v cc i tng ca DA
Bc 1.1: Xc nh cc i tng v cc phm vi thc t khi gp g cc i tng
Bc 1.2:Lp ra nhm ng u d n
m bo s on kt trong s nhng ngi lin quan
Bc 1.3: Xc nh tt c ngi l c ng ca d n v nhng s quan tm ca h
Bc 1.4: iu chnh cc i tng theo hng phn tch nhng ngi c ng ny
Bc 1.5: Xy dng cch thc lin lc gia cc nhm
Bc 2: Xc nh c s h tng cho d n
Bc 2.1: Xc nh mi quan h gia d n v k hoch chin lc
Quyt nh th t thc hin cc d n lin quan (trong cng t chc)
Xy dng khung sao cho ph hp h thng
m bo phn cng v phn mm theo ng chun
Bc 2.2: Xc nh cc th tc v chun ci t
Thch hp hn: Xc nh cc chun v th tc lin quan cho d n phn
mm
Bc 2.3 :Xc nh i ng d n
Bc 3: Phn tch cc c tnh ca d n
Bc 3.1: Tch bit d n thnh hoc l i tng hoc l sn phm iu hng
Bc 3.2: Phn tch cc c im khc bit ca d n (bao gm c cc d n da trn
cht lng)
Bc 3.3: Xc nh cc ri ro d n mc cao
Bc 3.4: Phi tnh n c yu cu ca ngi s dng cho vic b sung
Bc 3.5: La chn cch tip cn vng i d n theo hng trn
Bc 3.6: Xem li s c lng ton b ti nguyn
Trc bc ny th,
Nhng ri ro chnh ca d n c xc nh
Ton b cc cch tip cn d n c quyt nh
3

Nh vy, y l bc tt c lng li cc ti nguyn, cc cng sc yu cu cho d n

Bc 4: Xc nh cc sn phm v cc hot ng
Bc 4.1: Xc nh v m t cc sn phm ca d n
Xc nh tt c cc sn phm c lin quan n d n
Tnh ton cho nhng hot ng yu cu
Bc 4.2 Cc lung ti liu chung cho sn phm
Dn chng bng ti liu cho cc th t tng i ca sn phm
Bc 4.3:Cng nhn cc sn phm
Bc 4.4 :a ra mt mng hot ng l tng
Mng hot ng s a ra cc nhim v phi lm vic thc thi din ra
tun t
Bc 4.5: Thay i m hnh l tng phi tnh n nhu cu ca tng giai on v cc
im kim tra
Kim tra tnh tng thch cc sn phm i vi cc hot ng trc
Bc 5: c lng s cng sc cho hot ng
Bc 5.1: Thc hin c lng t di ln
Cn thit phi c lng s cng ca nhn vin, thi gian cho mi hot
ng v cc ti nguyn khc
Bc 5.2: Kim tra li d n to ra cc hot ng c th kim sot c
Nu cn thit c th chia nh mt nhim v thnh nhiu nhim v nh hn
Bc 6: Xc nh cc ri ro cho hot ng
Bc 6.1: Xc nh tnh cht v s lng ca cc ri ro trong mi d n
Bc 6.2: Lp k hoch gim thiu ri ro v nhng phm vi ngu nhin thch hp
Bc 6.3: nh gi ton b d n v c lng c nhng ri ro
Bc 7: Phn phi ngun ti nguyn
Bc 7.1: Xc nh v phn phi ngun ti nguyn
Loi nhn vin cn cho mi hot ng
Kh nng sn sng ca nhn vin c bit r
Nhn vin c th c ch nh tm thi theo nhim v
Bc 7.2: Kim tra li d n v c lng cc rng but ngun ti nguyn
Rng but nhn s
Cc vn v nhn s
Bc 8: Xem li v a ra k hoch
Bc 8.1: Kim tra cc kha cnh v cht lng ca k hoch d n
m bo mi hot ng hon tt l mt sn phm cht lng ra i
Mi hot ng nn c mt li thot
N bo m rng cht lng ca sn phm trn mi hot ng
Bc 8.2: Cc k hoch v ti liu v t c s tho thun
Tt c nhng ngi tham gia d n u hiu v ng vi nhng g c
giao ph

Bc 9: Thc thi d n
Bc 10: Lp k hoch mc thp hn

1
BP phng
9

3
4
5

Khch
hng

6
7

t
n

15

BP qun
l

16

8
13
14

12

10

17

11
Cng an
khu vc

BP dch v
1. Danh sch phng, n gi
2. Danh sch phng trng sn sng

3. Danh sch phng t, thu, thng

tin khch hng

4. Danh sch phng cn i

5. Danh sch phng hy
6. Tin t cc
7. Tin hon hy phng
8. Th phng
9. Danh sch phng thu
10. Danh sch dch v, n gi

11. Danh sch dch v yu cu

12. Ha n s dng dch v
13. Danh sch phng tr
14. Ha n tng
15. Danh sch tng hp
16. Doanh thu cui ngy
17. Bo co khch thu

DANH SCH CNG VIC

1. Xy dng n gi phng
2. Kim tra phng trng
3. t phng
4. Kim tra thng tin khch hng
5. i phng
6. Xem xt yu cu i phng
7. Hy phng
8. Hon tr tin cc
9. Nhn phng
10. Xy dng n gi dch v
11. S dng dch v
12. Tr phng
13. Thanh ton
14. Bo co

Thi im trong
nm

Danh
sch loi
phng
Xy dng n gi phng
Yes
Nhu cu
khch

Chng loi, n gi
phng
t phng
Yes

Danh sch phng

t
2
Kim tra phng trng
Yes
Danh sch phng trng
Thng tin
khch hng
Kim tra thng
tin khch hang
Yes

DS khch hng
thu phng

No

DS khch
hng t chi
4
7

Yu cu i phng

i phng
Yes
Phng cn
i

Xem xt yu cu
i phng
Yes

No

DS khch i phng

DS khch i phng
khng thnh cng

3
2

Yu cu hy phng

Hy phng
Yes

DS phng
hy
5

Hon tr tin cc
Yes
Tin hon
tr
8

DS phng t

Nhn phng
Yes

6
Danh
sch dch
v

DS phng c khch

Gi c th
trng

Xy dng n gi dch v
Yes

Ds DV& bng gi

Nhu cu s dng
DV

S dng dch v
Yes

Ha n s dng
DV
5

Nhu cu tr
phng

Tr phng
Yes

DS khch, phng tr

5
Thanh ton
Yes

Ha n tng
6
5

Tng kt

Doanh thu, bo
co thu, c tr

10

BNG CNG VIC

STT
Tn cng vic
1
Xy dng n gi phng
2
Kim tra phng trng
3
t phng
4
Kim tra thng tin khch hng
5
i phng
6
Xem xt yu cu i phng
7
Hy phng
8
Hon tr tin cc
9
Nhn phng
10 Xy dng n gi dch v
11 S dng dch v
12 Tr phng
13 Thanh ton
14 Bo co

Ni thc hin
BP qun l
BP phng
L tn
L tn
L tn
L tn
L tn
L tn
L tn
BP qun l
BP dch v
L tn
L tn
BP qun l

Phng thc
Th cng
Th cng
Th cng
T ng
Th cng
Th cng
Th cng
Th cng
Th cng
Th cng
Th cng
Th cng
T ng
Th cng

Tn sut
1 ln/nm
Lin tc
Lin tc
Lin tc
Lin tc
Lin tc
Lin tc
Lin tc
Lin tc
1 ln/nm
Lin tc
Lin tc
Lin tc
1 ln/ngy

Chu k
1 nm
Lin tc
Lin tc
Lin tc
Lin tc
Lin tc
Lin tc
Lin tc
Lin tc
1 nm
Lin tc
Lin tc
Lin tc
1 ngy

M HNH T CHC X L

11

Thi im trong
nm

Danh
sch loi
phng
Khch hng

L tn

BP phng

BP dch v

BP qun l

Cc thu

Cng an

Thi im
trong nm

Danh
sch loi
phng
Xy dng n
gi phng
Yes
Nhu cu
loi
phng, s
lng
KT phng

Chng loi,
n gi
phng

trng

Yes

Danh sch
phng trng
Nhu
cu
khch
t phng
Yes

Danh sch phng

t

Thng tin
khch hng

Kim tra thng

tin khch hang
Yes
No

DS khch
thu phng

DS khch
hng t
chi

12

Khch hng

L tn

BP phng

BP dch v

BP qun l

Cc thu

Cng an

Yu cu i
phng

i phng
Yes

Phng cn
i

Xem xt yu
cu i phng
Yes
No

DS khch
i phng

DS khch i
phng khng thnh
cng

Yu cu hy
phng

Hy phng
Yes

DS phng
hy

Hon tr
tin cc
Yes

Tin hon tr

13

Khch hng

L tn

BP phng

BP dch v

BP qun l

Cc thu

Cng an

DS phng
t

Nhn phng
Yes

DS phng c khch

Danh sch
dch v
Danh sch
dch v

Gi c th trng

Xy dng
n gi
dch v
Yes

Ds DV& bng gi

Nhu cu s dng DV

S dng
dch v
Yes

Ha n s dng DV

14

Khch hng

L tn

BP phng

BP dch v

BP qun l

Cc thu

Cng an

4
Nhu cu
tr
phng
Tr phng
Yes

DS khch, phng
tr
5

Thanh ton
Yes

Ha n tng

Tng kt
Yes

Doanh thu, bo co
thu, c tr

15

IPO Chart

S: 1

Mun: NHP THNG TIN KHCH HNG

H thng: QUN L KHCH SN
Mc tiu: Nhp d liu cho KHACHHANG
Input: Thng tin khch hng
Output: Thng tin khch hng ghi vo bng KHACHHANG
X l:
Nhp thng tin ca khch hng
Tm thng tin ca khch hng trong bng KHACHHANG
If khng tm thy Then
Thm thng tin khch hng vo bng KHACHHANG
Else
Cp nht li thng tin khch hng c trong bng KHACHHANG
End If
IPO Chart

S: 2

Mun: NHP THNG TIN NG K -THU PHNG

H thng: QUN L KHCH SN
Mc tiu: Nhp d liu cho DANGKY
Input: Thng tin ng k - thu phng
Output: Thng tin ng k - thu phng ghi vo bng DANGKY
X l:
Nhp thng tin ca ng k -thu phng
Tm thng tin ca ng k - thu phng trong bng DANGKY
If khng tm thy Then
Thm thng tin ng k - thu phng trong bng DANGKY
Else
Cp nht li thng tin ng k - thu phng c trong bng DANGKY
End If
IPO Chart
S: 3
Mun: NHP THNG TIN NG K -THU PHNG
H thng: QUN L KHCH SN
Mc tiu: Nhp d liu cho NHANPHONG

16

Input: Thng tin ng k - thu phng

Output: Thng tin nhn phng ghi vo bng NHANPHONG
X l:
Nhp thng tin ca nhn phng
Tm thng tin nhn phng trong bng NHANPHONG
If khng tm thy Then
Thm thng tin nhn phng trong bng NHANPHONG
Else
Cp nht li thng tin nhn phng c trong bng NHANPHONG
End If
IPO Chart
Mun: HU NG K PHNG NG K
H thng: QUN L KHCH SN
Mc tiu: Hu ng k phng sau khi ng l- thu phng

S: 4

Input: Yu cu hu ng k phng, ng k - thu phng

Output: Phng yu cu hu
X l:
Nhp yu cu hu ng k phng
Ly thng tin ng k - thu phng t DANGKY sao cho:
Thi gian = Thi gian ng k
S phng = S phng yu cu hu ng k phng
Khch hng =Khch hng hu ng k phng
If khng c c thng tin theo yu cu Then
Phng yu cu hu ng k phng c ng k - thu phng hoc
nhn
Else
Phng c i = Phng yu cu i; Cp nht li thng tin DANGKY
End if
IPO Chart

S: 5

Mun: NHP THNG TIN TR PHNG

H thng: QUN L KHCH SN
Mc tiu: Nhp d liu cho TRAPHONG
Input: Thng tin tr phng
Output: Thng tin tr phng ghi vo bng TRAPHONG

17

X l:
Nhp thng tin tr phng
Tm thng tin tr phng trong bng TRAPHONG
If khng tm thy Then
Thm thng tin tr phng trong bng TRAPHONG
Else
Cp nht li thng tin tr phng c trong bng TRAPHONG
End If
IPO Chart

S : 6

Mun: NHP THNG TIN DCH V

H thng: QUN L KHCH SN
Mc tiu: Nhp d liu cho DICHVU
Input: Thng tin v dch v
Output: Thng tin dch v ghi vo bng DICHVU
X l:
Nhp thng tin dch v
Tm thng tin dch v trong bng DICHVU
If khng tm thy Then
Thm thng tin dch v trong bng DICHVU
Else
Cp nht li thng tin dch v c trong bng DICHVU
End If
IPO Chart

S : 7

Mun: NHP THNG TIN S DNG DCH V

H thng: QUN L KHCH SN
Mc tiu: Nhp d liu cho SDDV
Input: Thng tin v dch v
Output: Thng tin s dng dch v ghi vo bng SDDV
X l:
Nhp thng tin dch v
Tm thng tin dch v trong bng SDDV
If khng tm thy Then
Thm thng tin s dng dch v trong bng SDDV
18

Else
Cp nht li thng tin s dng dch v c trong bng SDDV
End If
IPO Chart
Mun: NHP THNG TIN PHNG
H thng: QUN L KHCH SN
Mc tiu: Nhp d liu cho PHONG

S : 8

Input: Thng tin v phng

Output: Thng tin phng ghi vo bng PHONG
X l:
Nhp thng tin phng
Tm thng tin phng trong bng PHONG
If khng tm thy Then
Thm thng tin phng trong bng PHONG
Else
Cp nht li thng tin phng c trong bng PHONG
End If
IPO Chart
Mun: NHP THNG PHIU THANH TON
H thng: QUN L KHCH SN
Mc tiu: a ra phiu thanh ton cho khch

S : 9

Input: Thng tin v khch, v tin phng, v dch v

Output: In ra phiu thanh ton cho khch
X l:
Nhp thng tin cn thit v khch, dch v, tin phng
Nhp s phng cn thanh ton tin
If S phng=Phng ng k tr Then
Cho bng thng k cc khon tin dch v v tin phng
S tin khch thanh ton = Tng s tin cc khon dch v trong nhng
ngy khch thu + tin phng trong cc ngy li.
In ra phiu thanh ton tin cho khch
Else
If L phng c ng k thu Then
Nhp thng tin v tr phng
Cho bng thng k cc khon tin dch v v tin phng
S tin khch thanh ton = Tng s tin cc khon dch v trong
nhng ngy khch thu + tin phng trong cc ngy li.
In ra phiu thanh ton
Else
19

Khng in ra phiu thanh ton

End If
End If

20