Quy trnh nghip v l tn khch sn

I-Yu cu chung
* Khi n nhn ca, l tn phi nhn bn giao
trong s bn giao trong bao gm c,
cc thng tin cn thc hin cho khch nh cc
giy t, phong b t bn ngoi gi cho khch,
cc phong b ng cc khon tin nh tin t
cc, tin quNu sy ra mt mt trong ca
no th ca phi chu trch nhim.
* Cc thng tin ca trc bn giao li cho ca
sau phi c ghi r rng trn giy t, khng
nn bn giao ming v rt d qun do tnh
cht cng vic ca l tn c rt nhiu cc giao
dch.
* Khi nhn ca, l tn s kim tra Hotel status
nm bt ngay vo cng vic cn phi lm.
Nu l ca sng th xem s cn bao nhiu
phng check out, bao nhiu phng check in c
phng no early C/I hoc late C/O hay khng.
Nu l ca chiu th xem c phng no cha
check out trn myhay khng hoc c phng
L.C.O hay khng.
* Cc thng tin quan trng m cha lm u phi ghi note nhc nh vo quyn lch ngay trc mt
khng b qun.Vd: thng tin early C.I, L.C.O, thanh ton c bit
* Khi nhn ca, l tn s kim tra Hotel status nm bt ngay vo cng vic cn phi lm. Nu l ca
sng th xem s cn bao nhiu phng check out, bao nhiu phng check in c phng no early C/I hoc
late C/O hay khng. Nu l ca chiu th xem c phng no cha check out trn myhay khng hoc c
phng L.C.O hay khng.
* Cc thng tin quan trng m cha lm u phi ghi note nhc nh vo quyn lch ngay trc mt
khng b qun.Vd: thng tin early C.I, L.C.O, thanh ton c bit
II- Phn chun b trc khi khch n:
H s ca khch s c phng Sales gi ra l tn c booking bn photo kp vi t reservation c ghi li
cc chi tit chnh xc cn thit thng tin khch c reconfirmed. Da vo bookings ny, l tn c
c cc thng tin ca khch tin cho vic n khch. Tt c cc phng t qua phng sales u phi
c booking gi ra l tn. Nu l khch Walkin t phng trc qua l tn th c Reservation Form, khch
Walk in trc tip ly phng ngay th lm lun Resistation form.
S phng ca khch t phng trc c xp sn trc khi khch v do trng b phn xp trc
mt ngy. Ca m c nhim v in trc danh sch khch n v khch i ca ngy hm sau. Khi khch
v cn phi check li qua b phn Housekeeping chc chn phng c dn sch VC( Vacant
Clean ).
III-Phn check in cho khch:

Khi c khch n khch sn, l tn phi

lm cc bc nh sau:
+ Cho khch: good morning
sir/madam, how can/may I help you?
+ Xc nh loi khch:
- Nu khch l khch cha c
reservation (walk in) vo hi thu
phng th gii thiu cc loi phng
avalable cho khch la chn. Sau khi
khch ng th ta lm th tc
check in cho khch.
- Nu l khch c reservation th hi
xem voucher bit tn khch, tn
cng ty/ ngi t cho khch. Tm
trn my xem c thy khch ny tn ti
hay khng.
*Kim tra trn my tnh:
+ Nu c khch trn my th cn phi
repeat cho khch thng tin thi gian lu
tr t ngy no n ngy no, cc dch
v c bit khch t nh n tra,
ti ti nh hng, t tour ca khch
sn, thu xe trnh s hiu lm
khng ng c.
Lm th tc Check in cho khch.
+ Nu khng c tn khch trn my th phi check li thng tin bookings hoc ca bn t phng( sales)
cn gii quyt cho khch. Khng nn ni lun vi khch l khng c phng ca khch t nu nh
khng thy tn khch trn my v c th c nguyn nhn no .

* Trong trng hp ny, ta nn mi khch ngi snh trong lc i ta check li thng tin.
+ Nu do T/A khng t phng cho khch th ta phi lin h vi T/A check li( thng l phng Sales
s check). Sau khi tho thun vi T/A th s c phng n gii quyt. C th l khch s hoc
khng tu tng trng hp.
+ Cn nu do li ca ngi nhn booking khng t ln my th ta s c gng tm mt phng cho
khch check in( c th phi upgrade nu khng cn loi phng khch t). Nu khng cn bt k loi
phng no th s tm mt phng ti khch sn khc thay th.
* Lm th tc check in cho khch:
+ Gi ln Housekeeping thng bo check in phng s
+ Mn passport ca khch:
- Nu l khch do cng ty thanh ton tin phng th c th tr li Passport tin cho khch i li sau
khi ly thng tin khai bo. Thng l hn khch sau mt n hai ting tu theo kh nng hon
thnh hoc mc cn thit ca khch.
- Nu l khch t thanh ton, ta phi gi li passport ca khch chc chn rng khch s thanh ton.
Kho lo thng bo nu khch cn passport th khch s phi t cc/hoc thanh ton tin phng theo
yu cu ca khch sn.
- Nu l khch Vit Nam ch dng CMT th yu cu khch t cc hoc thanh ton ht tin phng trc
nu c th.
Ch : khi nhn passport hoc giy t tu thn ca khch ta phi nh s phng vo tin cho vic
qun l v return cho khch. Trnh trng hp tr nhm cho khch khc hoc t hn l qun khng tr
cho khch. Passport s c xp theo th t tin cho vic tm kim.
+ Yu cu khch k vo Resistation Form xc nhn vic khch c khch sn( c bit i vi khch
do T/A hoc Company thanh ton). Cc thng tin khc ta s hon thin sau.
* Xc nh phng thc thanh ton ca khch:
+Nu l khch do cng ty t th thng l s thanh ton khi lm th tc check out.
+ Nu l khch khng c m bo ( Non guaranteed), th yu cu khch t cc mt m u. Nu c
th thuyt phc khch thanh ton ht tin phng lun l tt nht.
+ Tin t cc s c trong phong b c nim phong v k tn ca nhn vin giao li cho ca sau
hoc np li cho k ton sau khi khch check out. Nu khch thanh ton bng th tn dng( credit card)
thuc loi khch sn chp nhn th nhn vin l tn s lm th tc c th cho khch v s in ra cc lin (
sales slip), bao gm 3 lin, mt lin a cho khch (customer)v hai lin na yu cu khch k v lu

li coi nh l mt khon tin tng ng khi np tin cho k ton.Sau khi thc hin c th ta phi lm
Settlement thng bo thng tin cho ngn hng. Thng l lm vo cui ngy, tuy nhin chc chn
th ta lm ngay sau khi c th.
- Phn t cc ca khch s c post ln my ngay sau khi nhn tin.
* Giao kho phng v a khch ln phng:
- Coupon: Giao coupon v phiu welcome drink cho khch ng thi gii thiu thi gian t chc n sng
cho khch, gii thiu cc dch v ca khch sn nh nh hng, bussiness center, tour, transportation
- Giao kho phng cho bellman bellman a khch ln phng -Chc khch c mt thi gian vui v ti
khch sn: Have a nice stay sir/mardam!; Enjoy your stay here!
* Lm th tc check in trn my v hon tt h s:
+ Lm check in trn my( group check in i vi khch on s nhanh hn), hon thin cc thng tin
cn thiu ca khch nh s passport, expiry date, visa.Thng l vo phn change/view folio hoc cng
c th vo assign guest information hon tt phn thng tin ca khch.
+ i vi khch on:
Nu l khch on ( thng l t ba phng tr ln), danh sch khch v s phng s c in trc. Khi
on v, l tn s a danh sch cho trng on kim tra li xem c ng loi phng cho khch v
nhng khch cng phng hay khng. Nu c thay i th l tn cp nht li cn thay i trn my
tnh.
- Khi giao cha kho, l tn nn giao cho trng on trng on giao li cho khch.
- Hi cc thng tin ca on qua trng on nh thi gian check out, c cn bo thc hay khng, nu
on quay tr li th hi thi gian on s quay li tin chun b n tip.
- Passport ca khch on s c nhn v tr cho c on, thng l giao li cho trng on trnh
nhm ln. Khng nn giao l t cho tng phng.
IV- Khi khch ang lu tr ti ks:

* Trong khi khch ang lu tr ti khch sn,

ch yu cng vic l gii quyt cc phn nn
nu c ca khch.
Cc phn nn ny thng l do cc b phn
trong qu trnh phc v nh git l, n ung,
tour du lch, trang thit b trong phng b
hng, mt .
L tn phi ht sc mm mng vi khch
trc khi thng bo vi b phn c lin quan
ti gii quyt
( Nu c nhng trng hp c th gii thch
thuyt phc c khch th nn gii quyt
ngay trnh khch i lu s cng tr nn
bc tc.)

V-Lm khai bo PA18( tm tr):

* Sau khi khch check in, ta s vo cc thng tin cn thit trong phn mm ca PA18 nh tn khch,
quc tch, s passport, visa, exp date. Sau n khong 21h00 ( trc 22h pm), l tn s in hai bn,
dng bt tnh xem c bao nhiu khch nc ngoi, bao nhiu VN, bao nhiu VK v s lng nam n
ca tng loi, tng s l bao nhiu khch mi cha khai bo v bao nhiu khch ang ngh trong ks, s
khch lu.
* i vi khch l ngi Vit Nam, l tn s khai bo thng qua mu khai bo bng giy do bn phng
cung cp mu ( c th mua ti 90 Nguyn Du). Sau nhp thng tin vo s ca khch sn. Khi i khai
bo, ta em s theo cng an phng k nhn khai bo.
Ch : Phi vo thng tin v khai bo chnh xc trnh phin h khng nn c. Nu khng, ngi lp
khai bo s hon ton chu trch nhim trc php lut. Thi gian khai bo l t 21h-21h30.

VI- Nigh auditor:

+ Ca m c trch nhim m file ca tng phng, kim
tra li booking, hnh thc thanh ton, cc thng tin cn
hon thin trn my chc chn khng c nhm ln
no.
+ Hng ngy ca m c trch nhim kim tra li cc ho
n ca tng phng xem c trng khp vi s tin
post trn my hay khng.
* Kim tra Hotel status:
+ Departure expected: Nu c phng no cha c
check out theo ng qui nh th ta kim tra li xem
khch c extend thm thi gian lu tr khng. Nu c
th ta i ngy departure ca khch. Nu khng th phi
check li xem khch thc s check out cha cn
lm check out trn my.

+ Arival expected: My s thng bo s khch cha c check in m ng l phi v trong ngy.

Trong trng hp ny, ta kim tra xem khch thc s v cha, nu khch ln phng th c th l
do li ca l tn khng lm check in trn my. Nu khch cha v th ta xem li booking, nu booking
khng c m bo( qua in thoi, khng c t cc) th ta phi hu reservation ny i.
Trng hp nhng khch c t phng m bo( tc l ta phi gi phng chc chn cho khch) th ta
nguyn tnh trng v khi ta lm lnh Do cut off ( ct ngy), nhng phng ny s c lu vo phn
No Show. Khi k ton s c nhim v charge tin pht theo hp ng.
Ch , nu c khch No show, l tn ca sng s bo ngay vi phng sale lin lc li vi bn t
phng xc nhn li thng tin. C th ngy hm sau khch li v do khch b delay mun thm mt ngy
m khng kp thng bo.
+ Sleep and skip: Sleep l tnh trng nh bung t l khch vn ang s dng phng m l tn li
check out khch ri. Cn Skip ( chun mt, i khng thng bo) l nh bung t tnh trng khch
check out nhng l tn cha lm lnh check out trn my. C th l nh bung cp nht sai thng tin
hoc c th l do l tn check out nhm khch hoc qun cha check out trn my.Trong trng hp
ny ta Check li thng tin a v tnh trng thng nht ( Sleep/ Skip = 0). Vo Hotel status, vo
skip/sleep trong Discrepancy, n trc tip vo c s, vo phn House keeping a v tnh trng
ng bng cch n vo O( occupied) hoc V( vacant).
* Vo Phn Night auditor:
+ Post Room tax:
- Kim tra li tt c cc phng c gi( rate). Cc phng min ph phi c t l HU( House use)
hoc Com( complementary) trong khi make reservation v khng c gi. Nu khng, sau khi chy ct
ngy, my s tnh tin phng cho khch.
- Sau khi kim tra xong ta dng lnh Auto post my t tnh tin phng theo gi t trn my.
+ Do cut off:
My s thc hin ct ngy sau khi ta dng lnh Do cut off, i khong 10 giy, my s lm xong v khi
ngy trn my s chuyn xang ngy hm sau.
Nu ta khng lm lnh ny th my vn gi nguyn ngy v cc giao dch ca khch s khng c ghi
chnh xc v thi gian.
Lnh ny s c thc hin vo lc 24 h00. Nu cng vic cha th cho php th c th tin hnh mun
hn mt cht.
+ No show: Nhng phng no cn nm trong tnh trng arrival expected m c t phng m bo s
c chuyn sang tnh trng No show sau khi lm lnh Do cut off v l tn s kch chut vo No show
cho phng khi lm do cut off..
* In reports: Sau khi thc hin xong lnh ng ngy, Night auditor s thc hin in cc report cn thit
bao gm: In house guest list ca ngy va qua, Posting Journal ca ngy va qua, telephone list ca cc
my cn kim tra( ext:), arrval, departure ca ngy hm sau. Tu theo yu cu ca cp trn c th in
thm cc report khc.
VII- Check out

* Khi c khch xung yu cu lm th tc

check out:
+ Khch s a cha kho cho l tn, qua
ta bit c s phng ca khch.
+ L tn gi ngay cho b phn bung phng
check mini bar xem. Nu khch dng g
th ghi ngay vo ct ghi ch ca t danh sch
check out, sau post tin ln my.
* Tch Folio
+ Nu ta ang xem Folio no th khi ta post
tin( New), s tin s vo Folio . Ta nn
post ht vo mt Folio A, sau ta dng lnh
Move a cc khon sang Folio khc theo
yu cu. Thng l ta ch dng loi Folio A
( Guest Folio) v loi Room only cho tin
phng.

+ Nu khch t thanh ton ht cc khon th ta ht tin vo mt folio A, tr trng hp nu khch

yu cu in ho n tin phng ring th ta tch tin phng ra Folio Room only.
+ Nu khch l do cng ty thanh ton th ta tch ring phn cng ty thanh ton ra mt folio( thng l
tin phng), cn phn khch t thanh ton ta ht trong Folio A.
+ C th dng set master hoc dummy room cho on khi tin phng do cng ty thanh ton hoc
trng on thanh ton.Khi phi nh kch chut vo room charge to master trong change all
folio.
+ Nu ta post nhm th dng lnh Void, hoc vo Edit chnh li s tin. Khi s xut hin Folio Void,
balance ca folio ny lun bng 00. N ch c tc dng nh mt thng rc. Ta khng in ho n cho
phn ny.
* In ho n:
+ Sau khi nh r thnh cc Folio, ta xc nh xem khch s thanh ton Folio no th ta kch chut
vo folio .Thng bo vi khch s tin khch phi thanh ton.Nu khch mun xem trc cc khon
tin th ta in cho khch ho n nhp.
+ Sau khi in nhp, l tn hi khch hnh thc thanh ton. Nu khch thanh ton bng mt loi tin
th ta Auto payment vo s tin theo ng loi tin VND/USD/Credit card( hoc n F2).Nu chch
thanh ton bng nhiu loi tin th ta c th vo Auto payment, vo s tin theo mi loi tin ri n OK
hoc l c th post (Cash) mi loi tin mt khon( ex: cash USD/ cash VND/ cash credit card)
+ Nu l khch t thanh ton ht th ta tt c cc khon trong mt Folio A cho nn khi in ho n ta
cng ch in mt ho n duy nht cho folio .( tr trng hp khch mun in ring phn tin no th
ta move ri in phn ).
+ Nu l khch do cng ty thanh ton tin phng th ta in lm hai ho n. Mt ho n phn tin khch
thanh ton. Sau l in tip ho n phn cng ty thanh ton( ho n ny vn pending phn tin
v k ton s i n phn tin ny)
+ In ho n official bill. Nu in b li do git giy th ta in li bng lnh reprint( sau khi chnh li giy).
Ho n in li s c gi li gi qua phng k ton.
+ Sau khi in bill s c hai lin, l tn c th a cho khch lin hng. Trong trng hp khch mun
vit ho n VAT, l tn s gi cho b phn k ton vit.
* In xong nh n vo nt Font trn my in a giy in v v tr ng.
* Thu tin: L tn lun c qu ring c cc loi tin l tin cho vic tr li tin tha cho khch. Khi
nhn tin cn phi cn thn kim tra k tin gi, khng nhn cc loi tin qu c hoc b rch.
* Np tin: L tn ca sng s lm check out v thu tin nn vic np tin cho k ton s l do l tn ca
sng lm. Cc khon tin s c vit ln giy theo tng phng check out ri sau cng tng cc
khon.
Tng s tin phi trng khp vi s tin post trn my k c loi tin USD/VND/Credit cardKhng
i loi ny thnh loi khc.
VIII-Reference:
1- gi ( baggage registation):

* Trng hp khch mun gi li c nh, ti liu, v my bayL tn cn kim tra ht sc thn

trng, sau ly phong b nim phong ngay trc mt khch. Yu cu khch k vo phn gip ranh ca
phong b sau dng bng dnh gin li sao cho bng dnh ln c phn ch k. Sau khi nim
phong xong, l tn ly phiu giao nhn ( baggage registation), in y cc thng tin, l tn v
khch k mi ngi hai ch k theo yu cu sau ct ra lm hai na, mi bn gi mt na.
* Khi khch quay li ly , khch s trnh na ca khch cho l tn v l tn s giao li cho khch.
nhn ca khch s c ct cn thn trong kt an ton, cn phi c bn giao cho cc ca k tip.
* Nu khch c nh gi tin, l tn nn thng bo vi khch rng khch c th trong safety box
trn phng v nhn tin hoc vt qu him rt nguy him.
* Khng nhn vt do khch khng lu tr ti khch sn. Hnh l ca khch s gi b phn bell.
2 Cc ch
- Hng ngy, ca m s kim tra tt c cc Flag,Message, comment ca cc phng s arrive trong ngy
kim tra phng no c F.O.C fruits thng bo cho k ton, k ton s b tr mua fruits cho khch.
Kim tra cc phng s check out trong ngy ghi li cc thng tin late C/O nu c. c bit nu c Pick
up hoc see off th phi note cho ca sng ngay.
- Phng early check in s c t t ngy hm trc c th gi phng chc chn cho khch. Phng
Late check out (thng l half charge nu trc 18h) th khng li thm mt ngy cho nn l tn phi
ch linh hot trong vic xp phng cho khch v m li ng vo phng L.C.O.Nu l L.C.O qu 18h
th s extend sang ngy hm sau trn my v full charge