Phn tch thit k h thng thng tin-qun l khch sn.

TRNG CAO NG K THUT L T TRNG

KHOA CNG NGH THNG TIN

BI TP LN
PHN TCH THIT K H THNG THNG TIN
QUN L KHCH SN

Gio vin hng dn: Nguyn Vn Danh.

Lp: 13CD-TP1.
Sinh vin thc hin : Nhm 1
1.
2.
3.
4.
5.

Nguyn Thanh Bo
Nguyn Th Chung.
Phan Th Tm.
Sm L Hng.
L S nh.
Nm hc: 2014-2015

PHN A: KHO ST HIN TRNG

Bng k hoch tng quan

Sinh vin thc hin: nhm 1 lp 13cd-tp1

Page 1

Phn tch thit k h thng thng tin-qun l khch sn.

I.k hoch phng vn

H thng: xy dng chng trnh qun l khch sn.
Ngi lp: nhm 3 ngy 20/09/2014.
STT
Ch
Yu cu
1
Qun l
Qun l trng thi
Phng
phng (Cn trng,
phng ht, phng
ang sa
cha,dn dp) ; Qun l
trang thit b tin nghi
ca phng (in thoi)
2
Qun l
Qun l cc hot ng
t v tr
t v tr phng khi c
phng ca khch khch yu cu.
3
Qun l
Lp nn danh sch qun
dch v
l cc dch v trong
khch sn (git l, a
n khch, mt
xa).Thng qua y m
khch sn c th nhn
v tr li cc yu cu v
dch v ca khch hng
4
Qun l nhn
Chc nng ny qun
vin
l nhn vin trong
khch sn,c nhim v
lp
danh sch chi tit v
tng cn b nhn vin
cc phng thun li
trong vic qun l

Ngy bt u
26/9/2014

Ngy kt thc
26/9/2014

27/9/2014

27/9/2014

28/9/2014

28/9/2014

29/9/2014

29/9/2014

Ngi thc hin: Nguyn th chung

Ngi c hi: Nguyn Quc Hng

a ch: 119/15 Nguyn Vn lng-P17-Q.g
vp

Sinh vin thc hin: nhm 1 lp 13cd-tp1

Ngi phng vn: Nguyn Th Chung

Thi gian hn: 14h20. ngy 26/9/2014
Thi gian bt u: 14h30.
Thi gian kt thc: 15h.

Page 2

Phn tch thit k h thng thng tin-qun l khch sn.

i tng:
Trng b phn qun l.
D liu thu nhp l qun l phng trong
khch sn.
Chng trnh
Gii thiu.
Tng quan v d n.
Tng quan v phng vn.
Xin php ghi m.

Ngi c hi l nhn vin b phn qun

l chuyn tip nhn v tham gia qun l.
c lng thi gian.
1 pht.
2 pht.
2 pht.

Ch cp nhp: vn qun l phng

trong khch sn.

Cu hi 1: c phng ngh cht

lng tt th khch sn ra nhng
yu cu g?
Cu hi 2: Khi gp s c hoc thit b
trong phng h hng th anh(ch) x
l nh th no?
Cu hi 3: Cc thit b trong phng th
khch sn t tiu ch g ln hng u
?
Cu hi 4 : vic qun l phng trong
khch sn th cn h thng nh th
no?

45 pht.

Tng hp cc thng tin thu thp.

Kt thc phng vn.
Xin cm n cc thng tin m anh cung
cp!
D n: xy dng chng trnh qun l
trong khch sn.
Ngi c hi: Nguyn Quc Hng

Sinh vin thc hin: nhm 1 lp 13cd-tp1

Tiu d n: qun l phng

Ngi phng vn: Nguyn Th Chung

Page 3

Phn tch thit k h thng thng tin-qun l khch sn.

a ch: 119/15 Nguyn Vn lngP17-Q.g vp

Cu hi:
Cu hi 1: Anh (ch ) c th cho
bit khch sn c nhng loi
phng no v gi c ra sao?

Ngi c hi l nhn vin b phn qun l

chuyn tip nhn v tham gia qun l.

Tr li 1:
Chng ti chia lm 4 loi :
Standard: Phng tiu chun v thng nh
nht, tng thp, hng nhn khng thun li, trang
b ti thiu v gi thp nht.
Superior: Cao hn phng Standard vi tin
nghi tng ng nhng din tch ln hn hoc
hng nhn p hn. Gi cao hn Standard.
Deluxe: Loi phng cao hn Superior, thng
tng cao, din tch rng, hng nhn p v trang b
cao cp.
Suite: Loi phng cao cp nht v thng
tng cao nht vi cc trang b v dch v c bit
km theo. Thng thng mi phng Suite gm 1
phng ng, 1 phng khch, 2 phng v sinh v
nhiu ban cng hng p nht. Cc khch sn
khch nhau t tn phng loi ny khc nhau nhm
tng thm mc VIP bn gi cao hn nh:
President (Tng thng), Royal Suite (Hong gia)

Cu hi 2: Nu khch hng lm h
hng trong phng th anh (ch ) x
l nh th no?

Tr li2:
- Sau khi c thng bo thit b hoc vt dng ca
khch sn b khch lm h hng, nhn vin phc v
phng mi nhng nhn vin c trch nhim n
ngay hin trng xem xt, bo lu hin trng
v lp bin bn.
Cu hi 3: Cc thit b trong phng th - Sau khi khch xc nhn, cn c mc tn tht
khch sn t tiu ch g ln hng u nh hay nng, cn c gi c bi thng do khch
?
sn quy nh thng bo cho khch.

Cu hi 4: qun l tt th anh (ch)

Sinh vin thc hin: nhm 1 lp 13cd-tp1

Tr li 3:
Cc thit b trong phng th chng ti t tiu ch
sn phm tt v tin nghi s dng an ton cho
Page 4

Phn tch thit k h thng thng tin-qun l khch sn.

phn loi phng nh th no?

khch ln hng u.
Tr li 4:
Chng ti s phn loi phng theo cc loi ging.
Connecting room:hai phng ring bit c
ca thong nhau.loi phng ny c b tr
cho gia nh nhiu phng st nhau.
Single room:phng c mt ging cho
ngi .
Twin room:phng c 2 ging n cho hai
ngi .
Double room: phng c mt ging i cho
hai ngi thng dnh cho v chng.
Triple room: phng cho 3 ngi hoc c
3 ging n hoc c mt ging i v
mt ging n.
Extra bed : ging k them to thnh phng
triple t phng twin hoc double.

Nhn xt:

Ngi c hi: L Thy Anh

Sinh vin thc hin: nhm 1 lp 13cd-tp1

Ngi phng vn: Sm L Hng, L S

nh
Page 5

Phn tch thit k h thng thng tin-qun l khch sn.

a ch: 119/15 Nguyn Vn Lng -P17 G

Vp
iTng:

Qun l t v tr phng.
Trng ph trch khi bung
phng.
Ph gim c khch sn (Qun l
khi bung phng)
Chng trnh:
Gii thiu
Tng quan v d n
Tng quan v phng vn
Xin php ghi m
Ch cp nht: Qun l cc hot
ng t v thu phng khi c khch
n thu
Cu hi 1: c t v thu
phng khch hng cn phi c
nhng g?
Cu hi 2: Khi khch c yu cu
thu phng nhn vin l tn s
cung cp thng tin v cc
phng ra sao?
Cu hi 3: Quy trnh t
phng qua mng s c
nhn vin l tn x l ra sao?
Cu hi 4: Khi khch c yu
cu tr phng nhn vin l
tn s thc hin cc bc
no?

Thi Gian Hn: 15h, Ngy 27/9/2014.

Thi im Bt u: 15h30.
Thi im Kt Thc: 17h.

Ngi c hi l nhn
vin b phn l tn.

c lng thi gian

o 1 pht
o 3 pht
o 2 pht

o 25 pht

o 15 pht

Tng hp cc thng tin thu thp.

Kt thc phng vn.
Xin cm n cc thng tin m anh(ch) cung
cp!
D kin tng cng: 46 pht

Sinh vin thc hin: nhm 1 lp 13cd-tp1

Page 6

Phn tch thit k h thng thng tin-qun l khch sn.

D n: Xy dng chng trnh qun l

trong khch sn.
Ngi c hi: L Thy Anh

Cu hi 1: c t v thu phng
khch hng cn phi c nhng g?

Cu hi 2:Khi khch c yu cu thu

phng nhn vin l tn s cung cp
thng tin v cc phng ra sao?

Cu hi 3: Quy trnh t phng qua

mng s c nhn vin l tn x l ra
sao?

Cu hi 4: Khi khch c yu cu tr
phng nhn vin l tn s thc hin cc
bc no?

Cu hi 5: Anh (ch ) c th cho bit

qun l c thng tin khch hng th
cn nhng h thng nh th no?

Tiu d n: Qun l t v tr phng.

Ngi phng vn: Sm L Hng,L S nh
Thi Gian Hn: 15h, Ngy 28/9/2014.
Thi im Bt u: 15h30.
Thi im Kt Thc: 17h.
Tr li 1:
Nu khch c nhu cu dt v thu phng th iu
kin u tin khch n thu phi c giy chng minh
nhn dn hoc cc giy t ty thn khc. Nu khch
thu l Nam v N mun chung 1 phng th cn c
giy ng k kt hn.
Tr li 2:
Khi khch c yu cu thu phng th nhn vin l tn
s c nhim v cung cp thng tin cn thit v vic
thu phng gii thiu cc loi phng v gi cc loi
phng cho khch khch hng la chn.
Tr li 3 :
Nu c khch t thu phng qua mng th cn
phi lu li thng tin cho khch thng tin thi gian 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..
Tr li 4:
Chng ta s yu cu khch ch kim tra v cc
thit b trong phng thu ca khch bo m
cc thit b ca khch sn,cng nh c ca khch
c qun khng.Khi kim tra hon tt th chng ta s
a ha n thanh ton cho khch, khi khch thanh
ton th chng ta cn tr li giy CMND v cc giy
t ty thn khc ca khch

Tr li 5 :
Sinh vin thc hin: nhm 1 lp 13cd-tp1

Page 7

Phn tch thit k h thng thng tin-qun l khch sn.

Cu hi 6: thu thp c thng tin

khch hng mt cch chnh xc th phi
lm nh th no?

Cu hi 7: Anh (ch) lm cch no

tm kim thn tin khch hng mt cch
nhanh nht?

Cu hi 8: Nu lm mt thng tin khch

hng anh ch phi lm nh th no?

Mi khi c khch n t phng th

chng ti lu tr thng tin ca khch
hng bng cc phn mm qun l trn
my tnh. d dng cho vic qun l
ca cc b phn.

Tr li 6:
thu nhp c thng tin chnh xc th khi
b phn l tn hng dn cho khch t phng
th chng ti yu cu khch hng cho xem cc
dy t ty thn gc nm bt thng tin
khch hng mt cch chnh xc nht.
Tr li 7 :
Thng tin ca khch hng c lu tr my
tnh, mun tm thng tin khch hng mt cch
nhanh nht th chng ti ch cn g tn khch
hng th my tnh s hin thng tin chi tit
khch hng .
Tr li 8:
Nu lm mt thng tin khch hng th nhn
vin s bo li cho b phn qun l tm cch
gii quyt tt nht, nu c th th trc tip gp
khch hng xin li thng tin ca khch.

Nhn xt:

Ngi c hi: ng Th Tuyt Nhi

Ngi phng vn: Nguyn Thanh Bo

a Ch:119/15 Nguyn Vn Lng-P17-G

Vp

Thi Gian Hn:13h30, Ngy 29/09/2014

Thi im Bt u: 13h40
Thi im Kt Thc: 15h30

i Tng:
Ngi Qun L Khch Sn
D Liu Qun L Dch V Trong Khch
Sn

Sinh vin thc hin: nhm 1 lp 13cd-tp1

Ngi c Hi: Nhn Vin L Tn

Page 8

Phn tch thit k h thng thng tin-qun l khch sn.

Chng Trnh:
Gii Thiu
Tng Quan V D n
Tng Quan V Phng Vn
Xin Php Ghi m
Ch Cp Nht: Vn Qun L Dch V

Cu 1: Xin Ch cho bit Khch Sn mnh

c cung cp thm dch v thu hi
trng t chc sinh nht hay tic
ci khng?V thu u?
Cu 2: Vy thi gian ng k thu l
bao lu?V Ngi thu c cn lu
iu g khi thu khng?:
Cu 3: i vi khch thu hi trng
t chc l tic vi quy m ln th
khch sn c u i g khng?
Cu 4: Vi cc dch v khng c Khch
thu th Khch sn mnh s gii quyt
nh no trnh thua l?
Tng Hp Cc Thng Tin Thu Thp

c Lng Thi Gian:

2 Pht
2 Pht
3 Pht

20 Pht

10 Pht
10 Pht

Kt Thc Phng Vn.

Xin Cm n Cc Thng Tin M Ch
Cung Cp.

D n: Xy dng chng trnh qun l trong

khch sn.
Ngi c Hi: ng Th Tuyt Nhi

Tiu d n:Qun l dch v.

a Ch:119/15 Nguyn Vn Lng-P17- G

Vp

Thi Gian Hn:13h30, Ngy 29/09/2014

Thi im Bt u: 13h40
Thi im Kt Thc: 15h30

Ngi Phng Vn: Nguyn Thanh Bo

Cu 1: Xin Ch cho bit Khch Sn mnh

c cung cp thm dch v thu hi trng Tr Li 1: Khch sn c dch v cho thu hi
t chc sinh nht hay tic ci khng?V
trng v c dch v T chc l tic nu Qu
thu u?
Khch c nhu cu.
Qu Khch c th gp nhn vin l tn
thu hi trng v cc dch v khc.

Sinh vin thc hin: nhm 1 lp 13cd-tp1

Page 9

Phn tch thit k h thng thng tin-qun l khch sn.

Cu 2:Vy thi gian ng k thu l

bao lu?V Ngi thu c cn lu iu g
khi thu khng?

Cu 3: i vi khch thu hi trng

t chc l tic vi quy m ln th khch
sn c u i g khng?
Cu 4: Vi cc dch v khng c
Khch thu th Khch sn mnh s gii quyt
th no trnh thua l?

Tr Li 2: Vic lm th tc thu hi trng

t chc tic ci hay sinh nht. thng
din ra rt nhanh.
Khi Qu Khch mun thu th Qu Khch
nn t ch trc t nht 2 v c nhiu Khch
n thu v nhn vin sp xp vic t
chc tic..
Tr li 3: Nu Khch c t thu thm dch
v t chc tic th s c gim 5% chi ph
v nhiu u i khc.
Tr Li 4: i vi cc dch v t lu khng
c khch thu th bn qun l s xin php
Tng Gim c hy b cc dch v v
thay vo dch v khc ph hp vi nhu cu
ca Khch.

Nhn xt:

II. M t chi tit h thng v mt s biu mu

1. Cc hot ng ca mt khch sn thong thng
-

Hin nay,nn kinh t ngy cng pht trin,nhiu khu du lch mc ln p

ng cho nhu cu gii tr ca con ngi.nh vic kinh doanh khch sn l
mt ngnh ang rt pht trin v dn chim u th.
Mt s khch sn ln vic kinh doanh rt pht trin nh s phi hp hiu
qu,n lc gia cc b phn trong doanh nghip lm tng sc mnh ca mnh
vi cc i th cnh tranh
Doanh nghip lun c cc chin lc thch hp,v thch nghi vi tnh trng
kinh t hin nay p ng y mi yu cu ca khch a ra.

2. Cc hot ng v nguyn tc qun ly

Trong qu trinh kho xt v thc t ti 1 s khch sn chng ti thu nhp c
cc thng tin.Vic qun l khch sn da trn cc nguyn tc chung t vic thu
phng,tr phng,thanh ton,thng k,tm kim.Sau y l cc nguyn tc qun l:
Thu phng: khi khch c nhu cu thu phng th nhn vin l tn phi gii
thiu cc loi phng cho khch la chn.sau khi khch ng th phi lm
Sinh vin thc hin: nhm 1 lp 13cd-tp1

Page 10

Phn tch thit k h thng thng tin-qun l khch sn.

th tc kim tra giy t ty thn ca khch,nu t phng trc th hi tn

khch tn cng ty ngi t phng cho khch,tra trn s khch t
trc.kim tra thng tin li ca khch lm th tc cn thit giao phng.
C cc loi phng nh:
Standard: Phng tiu chun v thng nh nht, tng thp, hng nhn
khng thun li, trang b ti thiu v gi thp nht.
Superior: Cao hn phng Standard vi tin nghi tng ng nhng
din tch ln hn hoc hng nhn p hn. Gi cao hn Standard.
Deluxe: Loi phng cao hn Superior, thng tng cao, din tch rng,
hng nhn p v trang b cao cp.
Suite: Loi phng cao cp nht v thng tng cao nht vi cc trang b
v dch v c bit km theo. Thng thng mi phng Suite gm 1
phng ng, 1 phng khch, 2 phng v sinh v nhiu ban cng hng p
nht. Cc khch sn khch nhau t tn phng loi ny khc nhau nhm
tng thm mc VIP bn gi cao hn nh: President (Tng thng),
Royal Suite (Hong gia)

Tr phng: Khi c khch xung yu cu lm th tc tr phng:

Khch s a cha kho cho l tn, qua ta bit c s phong ca khch.
L tn gi ngay cho b phn bung phng kim tra xem. Nu khch dng
g th ghi ngay vo ct ghi ch ca t danh sch v tin thanh ton cng thm
chi phi nhng dch v khch s dng.

Thanh ton:L tn thc hin th tc tr phng v thu tin. Do vy, phi 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 [nu khch do cng ty t th s thanh ton khi l th
tc. Nu l khch khng c m bo 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
phng s c np li cho k ton gm c ch k ca nhn vin.

Tmkim: chc nng tm kim cho php tm kim phng v tm kim khch
hng. Khi tm kim khch hng c th tm kim s phng, tn khch sn hoc
c im ca khch sn. Khi tm kim khch hng c th tm kim theo tn
khch hng, a ch khch hng.

Thng k: theo nh k vic kinh doanh phi thng k li cc s liu v lng

khch thu phng tr phng.da trn s liu thng k bit tnh hnh kinh
doanh trong thi gian .sau lp cc bo co cho ngi qun l.

Sinh vin thc hin: nhm 1 lp 13cd-tp1

Page 11

Phn tch thit k h thng thng tin-qun l khch sn.

3. Cc chng t lu dch v m t
Khi c cc giao dch kinh doanh th c cc chng t km theo:

3.1.

Phiu t phng

Khch hng c yu cu t phng th in y vo n ny. B phn l tn s da

vo n p ng nhu cu ca khch hng.

3.2.

Phiu thanh ton

Khch hng s tr phng v n thanh ton vi b phn l tn, ti y khch hng s nhn
c ha n thanh ton.

Sinh vin thc hin: nhm 1 lp 13cd-tp1

Page 12

Phn tch thit k h thng thng tin-qun l khch sn.

3.3. Bo co
B phn thng k s thng k theo nh k v lp bo co v ton b tnh hnh kinh doanh
ca khch sn cho ban qun l khch sn.

4. Lit k chc nng.

1.

Cho thu phng

1.1. Yu cu thu: Khi khch c nhu cu Thu phng th cn c CMND thu phng.
1.2 Gi thu phng: Khi c giy t y th s c bo gi phng thu cho khch.

1.3. Thu phng: Khi Khch ng th s c nhn vin dn ln phng thu.

1.4. Kim tra phng: Khch s c xem phng trc khi chp nhn thu.
2. Tr phng thu
2.1. Tr phng: Khi khch mun tr phng th s c yu cu i hon tt th tc tr phng.
2.2. Kim tra phng: Nhn vin s kim tra phng xem c y thit b hay h hi g khng.
2.3. Thanh ton: Khi kim tra hon tt nu khng mt hay h hi g th Khch s ch tr tin thu
phng, nhng nu c mt hay h hi thit b th khch s c yu cu bi thng.
2.4. Thu tin: Thanh ton tin xong th khch s c tr li CMND.
3. Thng k
Sinh vin thc hin: nhm 1 lp 13cd-tp1

Page 13

Phn tch thit k h thng thng tin-qun l khch sn.

3.1. Lp thng k: Chc nng ny gip qun l phng thu.

3.2. Lp bo co: Khi lp thng k xong th s bo co.
4. Tm kim
4.1. Tm kim khch hng:chc nng thc hin khi mun xem thng tin.
4.2. Tm kim khch hng: chc nng ny thc hin khi c n t phng.
4.3. tm kim phng : chc nng khi mun t phng.

III. S PHN R CHC NNG

Sinh vin thc hin: nhm 1 lp 13cd-tp1

Page 14

Phn tch thit k h thng thng tin-qun l khch sn.

QUN L KHCH SN

QUN L
PHNG

QUN L
T &TR
PHNG

Cp
nhp
phng

Lp phiu
t
phng

Tra cu
phng

Lp phiu
nhn
phng

Kin tra
thit b
phng

Xa
phng

Nhn yu
cu tr
phng

Lp
phiu
thanh
ton

QUN L
KHCH

Cp
nhp
khch

Tra cu
khch

Thm
khch

Xa
khch

Sinh vin thc hin: nhm 1 lp 13cd-tp1

QUN L DCH
V

QUN L
NHN VIN

QUN L
S C

Cp
nhp
dch v

Cp
nhp
nhn
vin

Kin tra
phng

Lp ha
n
dch v

Tra cu
nhn
vin

Kim tra
hin
trng
phng

Thm
nhn
vin

Lp
bin
bn

Thm
dch v

Xa dch
v

Xa
nhn
vin

THNG K

Lp
phiu
bi
thng

Page 15

Thng
k
lng
khch
hng
thng
Thng
k ha
n