TCVN 4391 2015 PDF

TCVN TIU CHUN QUC GIA
TCVN 4391:2015
Xut bn ln 3
KHCH SN XP HNG
Hotel Classification
H NI 2015
TCVN 4391:2015
2
TCVN 4391:2015
Mc lc
Trang
Li ni u ............................................................................................................................................. 4
1 Phm vi p dng ............................................................................................................................... 5
2 Thut ng v nh ngha ................................................................................................................... 5
3 Phn loi, xp hng khch sn ......................................................................................................... 7
4 Yu cu chung .................................................................................................................................. 7
5 Yu cu c th .................................................................................................................................. 8
6 Phng php nh gi .................................................................................................................... 36
Ph lc A (quy nh) Ni dung v thang im nh gi xp hng khch sn ....................................... 38
Th mc ti liu tham kho.................................................................................................................. 64
3
TCVN 4391:2015
Li ni u
TCVN 4391:2015 thay th TCVN 4391:2009.
TCVN 4391:2015 do Tng cc Du lch bin son, B Vn ha,

Th thao v Du lch ngh, Tng cc Tiu chun o lng
Cht lng thm nh, B Khoa hc v Cng ngh cng b.
4
TCVN 4391:2015
TIU CHUN QUC GIA TCVN 4391:2015
Khch sn Xp hng
Hotel Classification
1 Phm vi p dng
Tiu chun ny qui nh cc yu cu 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 v nh ngha
Trong tiu chun ny p dng cc thut ng v nh ngha sau:
2.1
Khch sn (hotel)
C s lu tr du lch c xy dng thnh khi, m bo cht lng v c s vt cht, trang thit b

v dch v cn thit phc v khch.
[TCVN 9506:2012, nh ngha 2.3 c sa i]
2.2
Khch sn ngh dng (resort)
C s lu tr du lch c xy dng thnh khi hoc thnh qun th cc bit th, nh thp tng, cn
h, thng khu vc c cnh quan thin nhin p, khng kh trong lnh, thng gn bin, gn sng,
gn ni, m bo cht lng v c s vt cht, trang thit b v dch v cn thit, phc v nhu cu ngh
dng, gii tr, tham quan ca khch.
[TCVN 9506:2012, nh ngha 2.3.9 c sa i]
5
TCVN 4391:2015
2.3
Khch sn ni (floating hotel)
C s lu tr du lch neo u trn mt nc v c th di chuyn khi cn thit, m bo cht lng v

c s vt cht, trang thit b v dch v cn thit phc v khch.
[TCVN 9506:2012, nh ngha 2.3.7 c sa i]
2.4
Khch sn bn ng (motel)
C s lu tr du lch c xy dng thnh khi gn ng giao thng, c bi xe nhm phc v nhu

cu lu tr ca i tng khch du lch s dng phng tin giao thng ng b (xe my, t) i du
lch hoc ngh ngi gia nhng chng ng di ca khch du lch, m bo cht lng v c s vt
cht, trang thit b v dch v cn thit phc v khch.
[TCVN 9506:2012, nh ngha 2.3.8 c sa i]
2.5
Bung ng (hotel room)
Bung ca khch sn 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.
2.6
Bung c bit cao cp (presidential suite/royal suite/ambassador 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.
2.7
Tng phc v c bit (Executive floor)
Khu phc v c bit (Executive Lounge )
Tng (hoc khu vc) 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 ring dnh cho khch ca tng (hoc
khu vc) th gin, n ung, hi hp.
[TCVN 9506:2012, nh ngha 3.9.4 c sa i]
2.8
Phng hi ngh (Conventionroom)
Phng c trn 100 gh, c trang thit b phc v hi ngh, hi tho ln.
[TCVN 9506:2012, nh ngha 3.9.5.1 c sa i]
6
TCVN 4391:2015
2.9
Phng hi tho (seminar room)
Phng c t 50 n 100 gh, c trang thit b phc v hi tho, hi ngh nh.
[TCVN 9506:2012, nh ngha 3.9.5.2]
2.10
Phng hp (meeting room)
Phng c di 50 gh, c trang thit b phc v hp nhm.
[TCVN 9506:2012, nh ngha 3.9.5.3]
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;
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 c thit k, bi tr, trang tr hp l.
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.
7
TCVN 4391:2015
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.
Trang thit b phng chng chy n theo quy nh ca c quan c thm quyn.
T thuc v mt s loi thuc s cu cn hn s dng.
S , bin ch dn v n bo thot him hnh lang.
Cc bin ch dn hng v ch dn chc nng (phng v sinh, vn phng, s tng, s phng).
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, tin hc 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 theo quy nh ca php lut (c
giy chng nhn ca c quan y t c thm quyn).
Mc trang phc ng quy nh ca khch sn, c ph hiu tn trn o.
4.5 Bo v mi trng, v sinh an ton thc phm v an ninh, an ton, phng chng chy n
Thc hin tt cc quy nh v bo v mi trng, v sinh an ton thc phm v an ninh, an ton,
phng chng chy n.
5 Yu cu c th
Khch sn c xp hng t 1 sao n 5 sao theo cc tiu ch trong Bng 1. Cc mc quy nh trong
cc tiu ch phi t l mc ti thiu.
8
Bng 1 Tiu ch xp hng
Tiu ch Hng 1 sao Hng 2 sao Hng 3 sao Hng 4 sao Hng 5 sao
1 V tr, kin trc
1.1 V tr
Thun li Thun li V tr rt thun li, d V tr rt thun li, d V tr rt thun li, d

tip cn tip cn tip cn
Mi trng cnh quan Mi trng cnh quan Mi trng cnh quan
p p p
1.2 Thit k kin trc
Thit k kin trc Thit k kin trc Thit k kin trc ph Thit k kin trc ph Thit k kin trc ph
ph hp vi yu cu ph hp vi yu cu hp vi yu cu kinh doanh, hp vi yu cu kinh doanh, hp vi yu cu kinh
kinh doanh, cc khu kinh doanh, cc khu cc khu vc dch v c cc khu vc dch v c doanh, cc khu vc dch v
vc dch v c b vc dch v c b b tr hp l, thun tin b tr hp l, thun tin c b tr hp l, thun
tr hp l, thun tin tr hp l, thun tin Thit k kin trc p. Thit k kin trc p tin
Ni, ngoi tht Ni, ngoi tht c Ni, ngoi tht c Thit k kin trc p
Ni, ngoi tht
c thit k, bi thit k, bi tr, trang tr hp thit k, bi tr, trang tr hp Kin trc c o
c thit k, bi tr,
tr, trang tr hp l l, p, sang trng l, p, sang trng Ni, ngoi tht c
trang tr hp l
ng vo m ng vo m bo cho ng vo m bo cho thit k, bi tr, trang tr hp
ng vo m bo cho ngi ngi khuyt tt tip cn s ngi khuyt tt tip cn s l, p, sang trng
bo cho ngi khuyt khuyt tt tip cn dng dng
tt tip cn s dng ng vo m bo
s dng Khu vc bung ng Khu vc bung ng cho ngi khuyt tt tip
Khu vc bung Khu vc bung cch m tt cch m tt cn s dng
ng cch m tt ng cch m tt - Khu vc bung ng cch
C mi che trc snh C mi che trc snh
n tip (p dng i vi n tip (p dng i vi m tt
khch sn) khch sn). C mi che trc snh
Vt liu xy dng cht Vt liu xy dng cht n tip (p dng i vi
lng tt lng tt khch sn)
Ca ra vo ring cho Ca ra vo ring cho Vt liu xy dng cht
khch v nhn vin khch v nhn vin lng tt
Bung ng cho ngi Mt tin khch sn:
khuyt tt i bng xe ln, xe ng vo, va h, tiu cnh
y c thit k p, sang
trng, tinh t
9
TCVN 4391:2015
10
TCVN 4391:2015
Bng 1 (tip theo)
Ca ra vo ring cho
khch v nhn vin
Bung ng cho ngi
TCVN 4391:2015
khuyt tt i bng xe ln,

xe y
Ton cnh c thit
k thng nht
Tng c bit hoc khu
phc v c bit (p dng
i vi khch sn, khch
sn ngh dng)
1.3 Quy m bung ng(1)
Khch sn 10 20 50 80 100
Khch sn
10 15 40 60 80
ngh dng
Khch sn
10 20 30 50 80
ni
Khch sn
10 20 30 50 80
bn ng
1.4 Ni xe v giao thng ni b
a) Ni xe
Khch sn Ni xe cho Ni xe cho Ni xe cho khch Ni xe cho khch Ni xe cho khch
khch trong hoc cch khch trong hoc trong hoc cch khu vc trong hoc cch khu vc trong hoc cch khu vc
khu vc khch sn ti cch khu vc khch khch sn ti a 200 m khch sn ti a 200 m khch sn ti a 200 m
a 200 m sn ti a 200 m Ni xe cho khch Ni xe cho khch Ni xe cho khch
trong khu vc khch sn trong khu vc khch sn trong khu vc khch sn
cho 5 % s bung ng cho 10 % s bung ng cho 15 % s bung ng
Khch sn Ni xe cho Ni xe cho Ni xe cho khch Ni xe cho khch Ni xe cho khch
ngh dng khch trong khu vc khch trong khu vc trong khu vc khch sn cho trong khu vc khch sn cho trong khu vc khch sn
khch sn cho 50 % s khch sn cho 50 % 50 % s bung ng 50 % s bung ng cho 50 % s bung ng
bung ng s bung ng
10
TCVN 4391:2015
Bng 1 (tip theo)
Khch sn bn Ni xe cho Ni xe cho Ni xe cho khch Ni xe cho khch Ni xe cho khch

ng khch trong khu vc khch trong khu vc trong khu vc khch sn trong khu vc khch sn trong khu vc khch sn
khch sn cho 100 % khch sn cho 100 cho 100 % s bung ng cho 100 % s bung ng cho 100 % s bung ng
s bung ng % s bung ng
Tiu ch chung Ni xe thun Ni xe thun Ni xe thun tin, an Ni xe thun tin, an Ni xe thun tin, an
cho ni xe tin, an ton, thng gi tin, an ton, thng ton, thng gi tt (khng p ton, thng gi tt (khng ton, thng gi tt (khng
tt (khng p dng vi gi tt (khng p dng vi khch sn ni) p dng vi khch sn ni) p dng vi khch sn ni)
khch sn ni) dng vi khch sn
ni)
b) Giao thng ni b
Li i b v giao Li i b v giao Li i b v giao Li i b v giao thng Li i b v giao thng Li i b v giao thng
thng ni b thng ni b thun thng ni b thun ni b thun tin, an ton, ni b thun tin, an ton, ni b thun tin, an ton,
tin, an ton, thng gi tin, an ton, thng thng gi tt thng gi tt thng gi tt
tt gi tt
1.5 Khu vc C snh n tip C snh n tip C snh n tip C snh n tip C snh n tip
snh n tip 2 2 2 Din tch 60 m2 (khng Din tch 100 m2 (khng
Din tch 10 m Din tch 20 m Din tch 35 m (khng
p dng i vi khch sn p dng i vi khch sn
(khng p dng i (khng p dng i p dng i vi khch sn
ni) ni)
vi khch sn ni) vi khch sn ni) ni) 2 2
2
Din tch 20 m (p dng Din tch 35 m (p
Phng v sinh snh Phng v sinh Din tch 10 m (p dng i vi khch sn ni) dng i vi khch sn ni)
hoc gn khu vc snh hoc gn khu i vi khch sn ni) Phng v sinh snh Phng v sinh snh cho
snh vc snh Phng v sinh snh hoc gn khu vc snh cho nam v n ring
Khu vc ht thuc Khu vc ht hoc gn khu vc snh cho nam v n ring Phng v sinh cho ngi
ring thuc ring nam v n ring Bar snh (p dng i khuyt tt i bng xe ln, xe
Khu vc ht thuc ring vi khch sn ngh dng) y
Khu vc ht thuc ring Bar snh
Khu vc ht thuc ring
TCVN 4391:2015
11
11
TCVN 4391:2015
12
Bng 1 (tip theo)
1.6 Khng gian xanh
Sn vn, cy Cy xanh cc Cy xanh cc khu vc Cy xanh cc khu vc Cy xanh cc khu vc
xanh (p dng i vi khu vc cng cng cng cng cng cng cng cng
TCVN 4391:2015
khch sn ngh dng) Sn vn, cy Sn vn, cy xanh (p Sn vn, cy xanh (p Sn vn, cy xanh (p
xanh (p dng i dng i vi khch sn ngh dng i vi khch sn ngh dng i vi khch sn,
vi khch sn ngh dng) dng) khch sn ngh dng)
dng)
1.7 Din tch bung ng (gm phng ng v phng v sinh, khng p dng i vi khch sn ni)
Bung mt ging Bung mt Bung mt ging n Bung mt ging n Bung mt ging n

2 2 2 2
n 12 m2 ging n 15 m 18 m 21 m 24 m
Bung mt ging Bung mt Bung mt ging i Bung mt ging i Bung mt ging i
i hoc hai ging ging i hoc hai hoc hai ging n hoc hai ging n hoc hai ging n
2 2 2
n 15 m2 ging n 17 m2 22 m 25 m 32 m
Bung c bit 41 m2 Bung c bit 56 m2
Bung c bit cao cp
2
100 m
1.8 Nh hng, bar
01 nh hng 01 nh hng c quy bar. 01 nh hng, c phc v 02 nh hng, c phc v

S gh nh hng S gh nh hng bng mn u, mn u,
bng 50 % s 60 % s ging 01 quy bar 02 quy bar
ging Phng v sinh cho nam 02 quy bar (i vi S gh nh hng bng
Phng v sinh v n ring (p dng i vi khch sn ngh dng) 80 % s ging
(p dng i vi nh nh hng tch ri snh n S gh nh hng bng Phng v sinh cho nam
hng tch ri snh tip) 80 % s ging v n ring (p dng i vi
n tip) Khu vc ht thuc ring Phng v sinh cho nam v nh hng tch ri snh n
Khu vc ht n ring (p dng i vi nh tip).
thuc ring hng tch ri snh n tip) Khu vc ht thuc ring
Khu vc ht thuc ring
12
TCVN 4391:2015
Bng 1 (tip theo)
1.9 Khu vc bp
Thun tin cho Thun tin cho vic vn Thun tin cho vic vn Thun tin cho vic vn
vic vn chuyn thc chuyn thc n n nh chuyn thc n n nh chuyn thc n n nh
n n nh hng hng hng hng
Din tch m Din tch m bo quy Din tch m bo quy Din tch m bo quy
bo quy trnh s ch, trnh s ch, ch bin trnh s ch, ch bin trnh s ch, ch bin
ch bin Thng gi tt Thng gi tt Thng gi tt
Thng gi tt C bin php ngn chn C bin php ngn chn C bin php ngn chn
C bin php ng vt, cn trng gy hi ng vt, cn trng gy hi ng vt, cn trng gy hi
ngn chn ng vt, Tng phng, khng Tng phng, khng Tng phng, khng
cn trng gy hi thm nc, d lm sch thm nc, d lm sch. thm nc, d lm sch
Tng phng, Trn bpthun tin cho Trn bp thun tin cho Trn bp thun tin cho
khng thm nc, v sinh v m bo an ton v sinh vm bo an ton v sinh v m bo an ton
d lm sch
Sn phng, lt vt liu Sn phng, lt vt liu Sn phng, lt vt liu
Trn bp thun chng trn, d c ra. chng trn, d c ra chng trn, d c ra
tin cho v sinh v
Khu vc s ch v ch Bp u, Bp u,
m bo an ton
bin nhit, ngui (nng, lnh) Bp bnh Bp bnh
Sn phng, lt c tch ring Khu vc son, chia thc Khu vc son, chia thc
vt liu chng trn, Li chuyn rc tch bit, n n
d c ra
m bo v sinh
Khu vc s ch v ch Khu vc s ch v ch
Phng v sinh cho nhn bin nhit, ngui nng, lnh) bin nhit, ngui nng, lnh)
vin bp (bn ngoi khu vc c tch ring c tch ring
bp) Li chuyn rc tch bit, Li chuyn rc tch bit,
m bo v sinh m bo v sinh
Phng v sinh cho nhn Phng v sinh cho nhn
vin bp (bn ngoi khu vc vin bp (bn ngoi khu vc
bp) bp)
Phng m, m bo Phng m, m bo
cch m, cch nhit, cch cch m, cch nhit, cch
mi gia bp v phng n mi gia bp v phng n
13
TCVN 4391:2015
13
TCVN 4391:2015
14
Bng 1 (tip theo)
1.10 Kho
_ Kho bo qun Kho bo qun nguyn vt Kho bo qun nguyn vt Kho bo qun nguyn
TCVN 4391:2015
nguyn vt liu, thc liu, thc phm liu, thc phm vt liu, thc phm
phm Kho dng, thit b Kho dng, thit b Kho dng, thit b
Kho dng, d phng d phng d phng
thit b d phng Cc kho lnh (theo loi Cc kho lnh (theo loi
thc phm) thc phm)
1.11 Phng hi ngh, hi tho, phng hp (p dng i vi khch sn)
_ _ 01 phng hp 30 gh Snh ch, ng k khch Snh ch, ng k khch

Phng v sinh cho nam v gii kht gia gi v gii kht gia gi
v n ring (p dng i vi 01 phng hi ngh 01 phng hi ngh
phng hp tch ri snh n 01 phng hi tho 02 phng hi tho
tip)
01 phng hp 02 phng hp
Cch m tt Cch m tt
Phng v sinh cho nam Phng v sinh cho nam
v n ring (p dng i vi v n ring (p dng i vi
phng hp, hi ngh, hi tho phng hp, hi ngh, hi tho
tch ri snh n tip) tch ri snh n tip)
1.12 Khu vc dnh cho cn b, nhn vin
_ Phng lm vic Phng lm vic ca ngi Phng lm vic ca ngi Phng lm vic ca ngi
ca ngi qun l v qun l v cc b phn chc qun l v cc b phn chc qun l v cc b phn chc
cc b phn chc nng nng nng
nng Phng trc bung Phng trc bung Phng trc bung.
Phng trc bung Phng thay qun o Phng thay qun o Phng thay qun o
Phng v sinh cho nam v Phng v sinh cho nam v Phng v sinh cho nam
n ring n ring v n ring
Phng tm Phng tm
Phng n Phng n
14
TCVN 4391:2015
Bng 1 (tip theo)
1.13 Hnh lang
Thun tin i li v m Thun tin i li v Thun tin i li v m bo Thun tin i li v m bo Thun tin i li v m bo
bo an ton thot him m bo an ton an ton thot him an ton thot him an ton thot him
thot him
2 Trang thit b, tin nghi: theo 4.2 v cc yu cu c th sau:
2.1 Cht lng trang thit b, bi tr, trang tr
Cht lng kh Cht lng kh Cht lng tt Cht lng cao Cht lng cao
Bi tr hp l Bi tr hp l Bi tr hp l Bi tr hp l Bi tr hp l
Mu sc hi ha Mu sc hi ha Mu sc hi ha Mu sc hi ha Mu sc hi ha
Hot ng tt Hot ng tt Hot ng tt Hot ng tt Hot ng tt
ng b ng b ng b
Trang tr ni tht p Trang tr ni tht p
Hin i, sang trng
Trang tr ngh thut
2.2 Trang thit b ni tht
Snh n a) Snh n tip: a) Snh n tip: a) Snh n tip: a) Snh n tip: a) Snh n tip:
tip; phng Quy l tn Quy l tn Quy l tn Quy l tn Quy l tn
v sinh snh Internet khng dy Internet khng Internet khng dy (wifi) Internet khng dy (wifi) Quy l tn t chc
v cc khu (wifi) dy (wifi) thnh cc quy phn theo
in thoi in thoi
vc cng chc nng, gm:
in thoi in thoi My vi tnh My vi tnh
cng
My vi tnh My vi tnh Bn gh tip khch Bn gh tip khch + Quy t bung
Bn gh tip khch Bn gh tip + Quy n tip
Bng hoc mn hnh nim Bng hoc mn hnh nim
Bng hoc mn hnh khch yt gi dch v v phng yt gi dch v v phng +Tng i in thoi
nim yt gi dch v v Bng hoc mn thc thanh ton thc thanh ton Internet khng dy (wifi)
phng thc thanh hnh nim yt gi Bng hoc mn hnh nim Bng hoc mn hnh nim in thoi
ton dch v v phng yt t gi ngoi t yt t gi ngoi t. My vi tnh
Bng hoc mn hnh thc thanh ton Thit b phc v thanh Bn gh tip khch
Thit b phc v thanh
nim yt t gi ngoi t Bng hoc mn ton bng th tn dng ton bng th tn dng Bng hoc mn hnh nim
hnh nim yt t gi Ca ra vo c b tr yt gi dch v v phng
Ca ra vo c b tr
ngoi t
15
TCVN 4391:2015
15
TCVN 4391:2015
16
Bng 1 (tip theo)
Thit b phc v Thit b phc v thun tin thun tin thc thanh ton
TCVN 4391:2015
thanh ton bng th tn thanh ton bng th Ni gi v ti sn gi Ni gi v ti sn gi Bng hoc mn hnh nim
dng tn dng tr ca khch tr ca khch yt t gi ngoi t
Ca ra vo c b Ca ra vo c Xe y cho ngi khuyt Xe y cho ngi khuyt Thit b phc v thanh
tr thun tin b tr thun tin tt tt ton bng th tn dng
Ni gi v ti Ni gi v ti Gi bo, tp ch hoc Ca ra vo c b tr
sn gi tr ca khch sn gi tr ca khch. h thng c bo trc tuyn thun tin
(Press Reader) Ni gi v ti sn gi
Quy thng tin, quan h tr ca khch
khch hng v h tr n tip Xe y cho ngi khuyt
(trc ca, chuyn hnh l, tt
vn th, xe a n khch)
Gi bo, tp ch hoc
h thng c bo trc tuyn
(Press Reader)
Quy thng tin, quan h
khch hng v h tr n
tip (trc ca, chuyn hnh
l, vn th, xe a n
khch)
b) Phng v sinh b) Phng v sinh b) Phng v sinh snh v b) Phng v sinh snh v b) Phng v sinh snh v
snh v cc khu vc snh v cc khu cc khu vc cng cng: cc khu vc cng cng: cc khu vc cng cng:
cng cng: vc cng cng: Bn cu Bn cu Bn cu
Bn cu Bn cu Vi nc di ng cnh bn Vi nc di ng cnh bn Vi nc di ng cnh
Bn tiu nam (phng Bn tiu nam cu cu bn cu
v sinh nam) (phng v sinh nam) Bn tiu nam (phng v Bn tiu nam (phng v Bn tiu nam (phng v
Giy v sinh Giy v sinh sinh nam) sinh nam) sinh nam)
Chu ra mt, Chu ra mt, Giy v sinh Giy v sinh Giy v sinh
16
TCVN 4391:2015
Bng 1 (tip theo)
gng soi, vi nc, x gng soi, vi nc, Chu ra mt, gng soi, Chu ra mt, gng soi, Chu ra mt, gng soi,
phng x phng vi nc, x phng vi nc, x phng vi nc, x phng
Mc treo hoc ch Mc treo hoc ch Mc treo hoc ch ti Mc treo hoc ch ti Mc treo hoc ch ti
ti. ti Thng rc c np Thng rc c np Thng rc c np
Thng rc c np Thng rc c np Thit b thng gi Thit b thng gi Thit b thng gi
Thit b thng gi Thit b thng gi Giy hoc khn lau tay Giy hoc khn lau tay Giy hoc khn lau tay
H thng ga v xi H thng ga v xi My sy tay My sy tay My sy tay
phng thot sn m bo phng thot sn m
H thng ga v xi phng H thng ga v xi phng H thng ga v xi phng
ngn mi hi bo ngn mi hi
thot sn m bo ngn mi thot sn m bo ngn mi thot sn m bo ngn mi
hi hi hi
Bung ng v a) Bung ng: a) Bung ng: a) Bung ng: a) Bung ng: a) Bung ng:
phng v Ging n 0,9 m x 2 m Ging n Ging n 1 m x 2 m Ging n 1 m x 2 m Ging n 1,2 m x 2 m
sinh trong 0,9 m x 2 m
Ging i 1,6 m x 2 m Ging i 1,6 m x 2 m Ging i 1,6 m x 2 m Ging i 1,6 m x 2 m
bung ng
Chn c v bc Ging i Chn c v bc Chn c v bc Chn c v bc
1,6 m x 2 m
m dy 10 cm, c m dy 20 cm, c ga bc m dy 20 cm, c ga bc m dy 20 cm, c ga bc
ga bc Chn c v bc
Gi c v bc Ging cho ngi khuyt Ging cho ngi khuyt
Gi c v bc m dy 10 cm, tt 1,8 m x 2 m tt 1,8 m x 2 m
T hoc k u ging
c ga bc
T hoc k u (bung mt ging n: 01 Gi c v bc Gi c v bc
ging (bung mt Gi c v bc t/k u ging, bung mt T hoc k u ging T hoc k u ging
ging n: 01 t/k u T hoc k u ging i: 02 t/k u (bung mt ging n: 01 (bung mt ging n: 01
ging, bung mt ging (bung mt ging, bung hai ging t/k u ging, bung mt t/k u ging, bung mt
ging i: 02 t/k u ging n: 01 t/k n: 01 hoc 02 t/k u ging i: 02 t/k u ging i: 02 t/k u
ging, bung hai u ging, bung ging) ging, bung hai ging ging, bung hai ging
ging n: 01 hoc 02 mt ging i: 02 n u ging cho mi n: 01 hoc 02 t/k u n: 01 hoc 02 t/k u
t/k u ging) t/k u ging, khch ging) ging)
n u ging bung hai ging
cm in an ton u Bng iu khin thit b Bng iu khin thit b
n: 01 hoc 02 t/
17
TCVN 4391:2015
17
TCVN 4391:2015
18
Bng 1 (tip theo)
in thoi k u ging) ging in t t u ging in t t u ging

TCVN 4391:2015
T ng qun o c n u ging T ng qun o c mc n u ging cho mi n u ging cho mi

mc treo qun o in thoi treo qun o khch khch chnh c sng
ng truyn T ng qun o in thoi n u ging cho mi cm in an ton u
internet khng dy (wifi) c mc treo qun o Bn chi qun o khch chnh c sng ging
Bn lm vic cho ng truyn ng truyn internet cm in an ton u in thoi
50 % s bung ng (p internet khng dy khng dy (wifi) tc cao ging T ng qun o c mc
dng vi khch sn, (wifi) in thoi treo qun o
ng truyn internet qua
khch sn ngh dng)
Bn lm vic cho cp tc cao (internet T ng qun o c mc Mc o c nhiu loi
n bn lm vic 50 % s bung ng cable) treo qun o treo c cc loi qun, o
(p dng vi khch (p dng vi khch Bn lm vic cho 50 % s Mc o c nhiu loi Bn chi qun o
sn, khch sn ngh sn, khch sn ngh bung ng (p dng vi treo c cc loi qun, o ng truyn internet
dng) dng) khch sn, khch sn ngh Bn chi qun o khng dy (wifi) tc cao
cm in an ton n bn lm vic dng)
bn lm vic (p ng truyn internet ng truyn internet qua
(p dng vi khch n bn lm vic (p
dng vi khch sn, khng dy (wifi) tc cao cp tc cao (internet
sn, khch sn ngh dng vi khch sn, khch
khch sn ngh dng) dng) ng truyn internet qua cable)
sn ngh dng)
Cp ng ti liu cp tc cao (internet Bn lm vic cho 100 % s
cm in an cm in an ton bn
thng tin v khch sn cable) bung ng (p dng vi
ton bn lm vic lm vic (p dng vi khch
v hng dn khch (p dng vi khch sn, khch sn ngh dng) Bn lm vic cho 100 % s khch sn, khch sn ngh
gm: ni quy, dch v sn, khch sn ngh bung ng (p dng vi dng)
v gi dch v, thi gian Cp ng ti liu thng tin khch sn, khch sn ngh n bn lm vic (p
dng)
phc v khch ca cc v khch sn v hng dn dng) dng vi khch sn, khch
Cp ng ti liu khch gm: ni quy, dch v
dch v, chnh sch n bn lm vic (p sn ngh dng).
thng tin v khch v gi dch v, thi gian phc
khuyn mi, phong b, dng vi khch sn, khch cm in an ton bn
sn v hng dn v khch ca cc dch v,
giy, bt vit (thng tin sn ngh dng) lm vic (p dng vi khch
khch gm: ni quy, chnh sch khuyn mi,
v khch sn c th
dch v v gi dch phong b, giy, bt vit (thng cm in an ton bn sn, khch sn ngh dng)
cung cp trn mn
hnh)
v, thi gian phc v tin v khch sn c th cung lm vic (p dng vi khch
cp trn mn hnh) sn, khch sn ngh dng)
18
TCVN 4391:2015
Bng 1 (tip theo)
Rm ca s khch ca cc dch Gng soi Cp ng ti liu thng tin Cp ng ti liu thng tin
n chiu sng v, chnh sch Rm ca s chn sng v khch sn v hng dn v khch sn v hng dn
khuyn mi, phong khch gm: ni quy, dch v khch gm: ni quy, dch v
Bn gh ung nc n chiu sng
b, giy, bt vit v gi dch v, thi gian phc v gi dch v, thi gian phc
Cc ung nc (thng tin v khch Bn gh ung nc v khch ca cc dch v, v khch ca cc dch v,
St hoc ti ng sn c th cung cp Cc ung nc chnh sch khuyn mi, chnh sch khuyn mi,
git l trn mn hnh) phong b, giy, bt vit (thng
St hoc ti ng git phong b, giy, bt vit (thng
St ng rc Rm ca s l tin v khch sn c th cung tin v khch sn c th cung
cp trn mn hnh) cp trn mn hnh)
Thit b pht hin n chiu sng St ng rc
Gng soi Gng soi
khi bo chy (smoke Bn gh ung Thit b pht hin khi bo
detector) nc chy (smoke detector) Gng soi c ngi Gng soi c ngi
iu ha khng kh Cc ung nc Rm ca s chn sng Rm ca s chn sng
iu ha khng kh
T lnh hoc St hoc ti ng T lnh hoc minibar n chiu sng n chiu sng
minibar git l Bn gh ung nc
Minibar c t cc loi Bn gh ung nc
TV St ng rc ung, n vt, n nh Cc ung nc Cc ung nc
Hng dn s dng Thit b pht hin Tivi Tch ung tr, c ph Tch ung tr, c ph
in thoi v tivi khi bo chy
Hng dn s dng in Dng c m bia, ru Dng c m bia, ru
cm in an ton (smoke detector)
thoi v tivi Hp giy n Hp giy n
Gi hnh l iu ha khng
cm in an ton B n tri cy B n tri cy
kh
Dp i trong phng m un nc siu tc St hoc ti ng git St hoc ti ng git l
T lnh hoc
S hng dn Gi hnh l l
minibar St ng rc
thot him
Giy hoc hp mt lau St ng rc Thit b pht hin khi bo
Minibar c t cc
Mt nhn gn trn giy
loi ung, n Thit b pht hin khi bo chy (smoke detector)
ca
vt, n nh Dp i trong phng chy (smoke detector) H thng cha chy bng
Chung gi ca
Tivi Tranh nh H thng cha chy bng nc t ng (sprinkler)
Cht an ton nc t ng (sprinkler)
Hng dn s Kt an ton cho 30 % s iu ha khng kh
dng in thoi v bung ng iu ha khng kh T lnh hoc minibar
tivi.
TCVN 4391:2015
19
19
TCVN 4391:2015
20
Bng 1 (tip theo)
cm in an Ti kim ch T lnh hoc minibar Minibar c t cc loi

ton. My sy tc Minibar c t cc loi ung, n vt, n nh
Gi hnh l ung, n vt, n nh Tivi
TCVN 4391:2015
Thm tri bung ng

Dp i trong hoc sn g (p dng i vi Tivi Tivi cho phng khch (p
phng khch sn) Tivi cho phng khch (p dng i vi bung ng hng
S hng dn S hng dn thot dng i vi bung ng hng c bit suite)
thot him him c bit suite) Hng dn s dng in
Mt nhn gn trn Mt nhn gn trn ca Hng dn s dng in thoi v tivi
ca Chung gi ca thoi v tivi cm in an ton
Chung gi ca Cht an ton cm in an ton Gi hnh l
Cht an ton Gi hnh l Giy hoc hp mt lau
Giy hoc hp mt lau giy
giy Dp i trong phng
Dp i trong phng Tranh nh
m un nc siu tc m un nc siu tc
Tranh nh Kt an ton cho 100 % s
Kt an ton cho 80 % s bung ng
bung ng Ti kim ch
Ti kim ch My sy tc
My sy tc Bn l, cu l
Thm tri bung ng hoc Thm tri bung ng
sn g (p dng i vi hoc sn g (p dng i vi
khch sn) khch sn)
S hng dn thot S hng dn thot
him him
Mt nhn gn trn ca Mt nhn gn trn ca
Chung gi ca Chung gi ca
Cht an ton Cht an ton
20
TCVN 4391:2015
Bng 1 (tip theo)
kha t dng th kha t dng th

Ca t ng ng Ca t ng ng
Bung c bit cao cp:
Ging 2,2 m x 2,2 m
b) Phng v sinh b) Phng v sinh b) Phng v sinh trong b) Phng v sinh trong b) Phng v sinh trong
trong bung ng: trong bung ng: bung ng: bung ng: bung ng:
Tng bng vt liu Tng bng vt Tng bng vt liu Tng bng vt liu khng Tng bng vt liu
khng thm nc liu khng thm nc khng thm nc thm nc khng thm nc
Sn lt bng vt liu Sn lt bng vt Sn lt bng vt liu Sn lt bng vt liu Sn lt bng vt liu
chng trn liu chng trn chng trn chng trn chng trn
cm in an ton cm in an cm in an ton cm in an ton cm in an ton
Chu ra mt ton Chu ra mt Chu ra mt Chu ra mt
Gng soi Chu ra mt B t chu ra mt B t chu ra mt B t chu ra mt
n trn gng soi Gng soi Gng soi Gng soi Gng soi
n trn n trn gng n trn gng soi n trn gng soi n trn gng soi
soi
Vi nc n trn n trn n trn
n trn
Nc nng Vi nc Vi nc Vi nc
Vi nc
Vi tm hoa sen Nc nng Nc nng Nc nng
Nc nng
Mc treo qun o Vi tm hoa sen Vi tm hoa sen Vi tm hoa sen
Vi tm hoa sen
Gi khn cc loi Mc treo qun o H thng sen cy tm H thng sen cy tm
Mc treo qun o ng phun ma ng phun ma
Bn cu Gi khn cc loi
Gi khn cc Mc treo qun o Mc treo qun o
Vi nc di ng Bn cu
loi
cnh bn cu Vi nc di ng cnh Gi khn cc loi Gi khn cc loi
Bn cu
Giy v sinh bn cu Bn cu Bn cu
Vi nc di ng
Thng rc c np Giy v sinh Vi nc di ng cnh Vi nc di ng cnh
cnh bn cu
Thit b thng gi Thng rc c np bn cu bn cu
Giy v sinh
21
11
TCVN 4391:2015
21
22
TCVN 4391:2015
Bng 1 (tip theo)
Vt dng cho mt Thng rc c np Thit b thng gi Giy v sinh Giy v sinh
khch: cc, x phng,
TCVN 4391:2015
Thit b thng gi Vt dng cho mt khch: Thng rc c np Thng rc c np

khn mt, khn tm, cc, x phng, khn mt,
Vt dng cho mt Thit b thng gi Thit b thng gi
bn chi nh rng, khn tm, bn chi nh
khch: cc, x phng, Vt dng cho mt khch: Vt dng cho mt khch:
kem nh rng, du gi rng, kem nh rng, m
khn mt, khn tm, cc, x phng, khn mt, khn cc, x phng, khn mt, khn
u chp tc, tm bng, du gi
bn chi nh rng, tm, khn lau tay bn chi tm, khn lau tay bn chi
H thng ga v xi kem nh rng, du u, sa tm, du x, o
nh rng, kem nh rng, m nh rng, kem nh rng,
phng thot sn m gi u chong sau tm
chp tc, bng ty trang, tm m chp tc, bng ty trang,
bo ngn mi hi Khn chi chn
H thng ga v xi bng, du gi u, sa tm, tm bng, du gi u, sa
phng thot sn m in thoi ni vi bung du x, kem dng da, o tm, du x, kem dng da,
bo ngn mi hi ng chong sau tm o chong sau tm
80 % s bung ng c Mui tm Mui tm
phng tm ng hoc bn Khn chi chn Khn chi chn
tm nm c rm che
in thoi ni vi bung in thoi ni vi bung
H thng ga v xi phng ng ng
thot sn m bo ngn mi
100 % s bung ng c 100 % s bung ng c
hi
phng tm ng hoc bn phng tm ng hoc bn
tm nm c rm che tm nm c rm che, trong
Cn sc khe 30 % s bung ng c c
hai loi
H thng ga v xi phng
thot sn m bo ngn mi Dy phi qun o
hi Cn sc khe
H thng ga v xi phng
thot sn m bo ngn mi
hi
Bung c bit cao cp,
thm:
Bn tm to sng
Gng cu
22
TCVN 4391:2015
Bng 1 (tip theo)
Phng hp, _ _ Bn gh, micro, n in Bn gh, micro, n in Bn gh, micro, n in
hi tho, hi cc loi cc loi cc loi
ngh My chiu, mn chiu My chiu, mn chiu My chiu, mn chiu
(p dng i Trang thit b phc v Trang thit b phc v Trang thit b phc v
vi khch hp hp hp
sn)
S, bin ch dn v Trang thit b phc v hi Trang thit b phc v hi
n bo thot him. tho tho
iu ha khng kh Trang thit b phc v hi Trang thit b phc v hi
H thng thng gi tt ngh ngh
H thng camera trong S, bin ch dn v S, bin ch dn v

phng hp n bo thot him n bo thot him
Thm tri phng hp iu ha khng kh iu ha khng kh

H thng thng gi tt H thng thng gi tt
H thng camera trong H thng camera trong
phng hp. phng hp
phng hi tho phng hi tho
phng hi ngh phng hi ngh
Thm tri phng hp Thm tri phng hp
Thm tri phng hi tho Thm tri phng hi tho
Thm tri phng hi ngh Thm tri phng hi ngh
H thng chiu sng c
tnh thm m v iu chnh
c sng
Nh hng, _ Bn gh Bn gh Bn gh Bn gh
bar, bp Dng c v t ng Dng c v t ng dng Dng c v t ng dng Dng c v t ng dng
23
TCVN 4391:2015
23
TCVN 4391:2015
24
Bng 1 (tip theo)
dng c phc v n c phc v n ung c phc v n ung c phc v n ung
ung Mt bn son chia, s Mt bn son chia, s Mt bn son chia, s
TCVN 4391:2015
Mt bn son chia, ch, ch bin mn n lm ch, ch bin mn n lm ch, ch bin mn n lm

s ch, ch bin mn bng vt liu khng thm bng vt liu khng thm bng vt liu khng thm
n lm bng vt liu nc nc nc
khng thm nc Trang thit b, dng c ch Trang thit b, dng c ch Trang thit b, dng c
Trang thit b, dng bin mn n, ung bin mn n, ung ch bin mn n, ung
c ch bin mn n, Trang thit b phc v n Trang thit b phc v tic Trang thit b phc v tic
ung t chn cao cp cao cp
Bn ra dng c n Trang thit b phc v n Trang thit b phc v n Trang thit b phc v n
ung ti bung ng t chn t chn.
H thng thot nc Bn ra dng c n ung Trang thit b phc v n Trang thit b phc v n
chm ti bung ng ti bung ng
Bn ra cho s ch, ch
Dng c v cht ty bin ring Trang thit b phc v n Trang thit b phc v n
ra v sinh ung ca nhn vin ung ca nhn vin
H thng thot nc chm
Thng rc c np Trang thit b, dng c ch Trang thit b, dng c
Dng c v cht ty ra
nh sng hoc v sinh bin bnh ch bin bnh
chiu sng tt Trang thit b, dng c ch Trang thit b, dng c
Thng rc c np
Thng gi tt bin ngui ch bin ngui
nh sng hoc chiu sng
Cc loi t lnh bo tt Bn ra dng c n ung Bn ra dng c n ung
qun thc phm Bn ra cho s ch, ch Bn ra cho s ch, ch
Thng gi tt
S , bin ch dn bin ring bin ring
Cc loi t lnh bo qun
v n bo thot him H thng thot nc chm H thng thot nc chm
thc phm
S , bin ch dn v n Dng c v cht ty ra Dng c v cht ty ra
bo thot him v sinh v sinh
Thit b chn lc rc, m Thng rc c np Thng rc c np
H thng ht mi hot nh sng hoc chiu sng nh sng hoc chiu sng
ng tt tt tt
Thng gi tt Thng gi tt
24
TCVN 4391:2015
Bng 1 (tip theo)
iu ho khng kh cho Cc loi t lnh bo qun Cc loi t lnh bo qun
nh hng thc phm thc phm
S , bin ch dn v S , bin ch dn v
n bo thot him n bo thot him
Thit b chn lc rc, m Thit b chn lc rc, m
H thng ht mi hot H thng ht mi hot
ng tt ng tt
iu ho khng kh cho iu ho khng kh cho
nh hng nh hng
Thm tri nh hng (p
dng i vi khch sn)
Git l Bn l, cu l Bn l, cu l Bn l, cu l Bn l, cu l Bn l, cu l
My git My git My git My git My git
My sy My sy My sy
H thng thit b git l H thng thit b git l
hin i hin i
2.3 Hnh lang, cu thang
S , bin ch dn S , bin ch dn S , bin ch dn thot S , bin ch dn thot S , bin ch dn thot

thot him thot him him him him
n bo thot him n bo thot him n bo thot him n bo thot him n bo thot him
hnh lang hnh lang hnh lang hnh lang hnh lang
Cc bin ch dn Cc bin ch dn Cc bin ch dn hng Cc bin ch dn hng Cc bin ch dn hng
hng v ch dn chc hng v ch dn chc v ch dn chc nng (phng v ch dn chc nng (phng v ch dn chc nng (phng
nng (phng v sinh, nng (phng v sinh, v sinh, vn phng, s tng, v sinh, vn phng, s tng, v sinh, vn phng, s tng,
vn phng, s tng, s vn phng, s tng, s s phng) s phng) s phng)
phng) phng) Ca thot him chng Ca thot him chng Ca thot him chng
chy chy chy
Thm tri hnh lang khu Thm tri hnh lang khu
25
TCVN 4391:2015
25
TCVN 4391:2015
26
Bng 1 (tip theo)
vc bung ng (p dng i vc bung ng (p dng i
vi khch sn) vi khch sn)
TCVN 4391:2015
Thm tri hnh lang khu Thm tri hnh lang khu
vc hi ngh, hi tho (p vc hi ngh, hi tho (p
dng i vi khch sn) dng i vi khch sn)
Thm tri cu thang khu Thm tri cu thang khu
vc dch v (p dng i vi vc dch v (p dng i vi
khch sn) khch sn)
2.4 Thng gi, iu ho khng kh cc khu vc
m bo thng m bo thng m bo thng thong. m bo thng thong. m bo thng thong.

thong thong. H thng thng gi hot H thng thng gi hot H thng thng gi hot
H thng thng gi H thng thng gi ng tt ng tt ng tt
hot ng tt hot ng tt iu ha khng kh cc iu ha khng kh cc iu ha khng kh cc
Thng gi t nhin Thng gi t nhin khu vc dch v khu vc dch v khu vc dch v
Thng gi t nhin Thng gi t nhin Thng gi t nhin
2.5 H thng lc nc
_ _ _ _ Nc c lc v m
bo ung c trc tip t
vi nc
2.6 Thang my (khng p dng i vi khch sn ni)
_ T bn tng tr T ba tng tr ln c T ba tng tr ln c T ba tng tr ln c
ln c thang my (k thang my (k c tng trt) thang my (k c tng trt) thang my (k c tng trt)
c tng trt) Thang my cho hng ha Thang my cho hng ha.
Thang my cho nhn vin Thang my cho nhn vin
Thang my c tin nghi
phc v ngi khuyt tt
26
TCVN 4391:2015
Bng 1 (tip theo)
3 Dch v v mc phc v
3.1 Cht lng phc v
C quy trnh phc C quy trnh phc C quy trnh phc v C quy trnh phc v C quy trnh phc v
v khch ca khch v khch ca khch khch ca khch sn khch ca khch sn khch ca khch sn
sn sn Phc v ng quy trnh Phc v ng quy trnh Phc v ng quy trnh
Phc v ng quy Phc v ng quy k thut nghip v k thut nghip v k thut nghip v
trnh k thut nghip v trnh k thut nghip Tay ngh k thut cao Tay ngh k thut cao Cht lng phc v
Thi thn thin v hon ho
Thi thn thin m bo tnh chuyn
Thi thn thin nghip trong phc v Tay ngh k thut cao
Nhanh nhn, nhit tnh,
chu o Thi thn thin m bo tnh chuyn
Nhanh nhn, nhit tnh, nghip trong phc v
chu o m bo tnh chuyn
Phi hp cht ch gia nghip trong phc v khch
cc b phn trong phc v cao cp (butler)
khch Thi thn thin
Nhanh nhn, nhit tnh,
chu o
Phi hp cht ch gia
cc b phn trong phc v
khch
3.2 Phc v bung
Nhn vin trc Nhn vin trc Nhn vin trc bung Nhn vin trc bung Nhn vin trc bung
bung 12/24 h bung 12/24 h 24/24 h 24/24 h 24/24 h
V sinh bung ng 1 V sinh bung ng V sinh bung ng 1 ngy V sinh bung ng 1 ngy V sinh bung ng 1 ngy
ngy mt ln 1 ngy mt ln mt ln mt ln mt ln
Thay ga bc chn, Thay ga bc chn, Thay ga bc chn, m v Thay ga bc chn, m v Thay ga bc chn, m v
m v v gi ba ngy m v v gi ba ngy v gi mt ngy mt ln hoc v gi mt ngy mt ln hoc v gi mt ngy mt ln hoc
mt ln hoc theo mt ln hoc theo theo kin khch v sau khi theo kin khch v sau khi theo kin khch v sau khi
kin khch v sau khi kin khch v sau khi khch tr phng khch tr phng khch tr phng
27
TCVN 4391:2015
27
TCVN 4391:2015
2828
Bng 1 (tip theo)
khch tr phng khch tr phng
Thay khn mt, khn Thay khn mt, Thay khn mt, khn tm Thay khn mt, khn tm Thay khn mt, khn tm
TCVN 4391:2015
tm mt ngy mt ln khn tm mt ngy mt mt ngy mt ln hoc theo mt ngy mt ln hoc theo mt ngy mt ln hoc theo
hoc theo kin khch ln hoc theo kin kin khch v sau khi khch kin khch v sau khi khch kin khch v sau khi
v sau khi khch tr khch v sau khi khch tr phng. tr phng khch tr phng
phng. tr phng Hng dn khch bo v Hng dn khch bo v Hng dn khch bo v
Hng dn khch Hng dn khch mi trng (t trong phng mi trng (t trong phng mi trng (t trong phng
bo v mi trng (t bo v mi trng (t ng v phng v sinh) ng v phng v sinh) ng v phng v sinh)
trong phng ng v trong phng ng v t tr, c ph, ng, t tr, c ph, ng, t tr, c ph, ng,
phng v sinh) phng v sinh) sa ti nh min ph sa ti nh min ph sa ti nh min ph
Chnh trang phng bui ti Chnh trang phng bui ti
t hoa qu ti hoc t hoa qu ti hoc
bnh hoc sn phm ch bin bnh hoc sn phm ch
ca khch sn khi c khch bin ca khch sn khi c
khch
t mt loi tp ch hoc
cung cp h thng c bo
trc tuyn
Tng hoc khu vc phc
v c bit, gm:
+ Phng n
+ Dch v vn phng
+ Dch v l tn ring (nhn
v tr bung nhanh)
+ Phng hp (p dng i
vi khch sn)
+ Cung cp thng tin, bo,
tp ch min ph
28
TCVN 4391:2015
Bng 1 (tip theo)
3.3 Phc v n ung
_ Phc v n sng Phc v n ung t 6 h Phc v n ung t 6 h Phc v n ung 24/24 h
Phc v n tra, n n 22h (khch sn ngh n 24 h Phc v n sng
ti dng: t 6h n 24h) Phc v n sng Phc v n tra, n ti
Phc v cc mn Phc v n sng Phc v n tra, n ti Phc v cc mn n,
n, ung n gin, Phc v n tra, n ti Phc v cc mn n, ung n gin, d ch bin
d ch bin Phc v cc mn n, ung n gin, d ch bin Phc v mn n, ung
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 tt Phc v n sng t chn.
phong ph vi cht lng tt Phc v n sng t chn. Phc v tic
Phc v n sng t chn. Phc v tic Phc v n ung ti
Phc v tic Phc v n ung ti bung bung ng
Phc v n ung ti bung ng Phc v mn n, ung
ng Phc v mn n, ung phong ph vi cht lng
phong ph vi cht lng cao cao
Phc v cc loi ru,
mn n v ung c bit,
cao cp
3.4 Dch v khc
L tn, bo v trc L tn, bo v trc L tn, bo v trc 24/24 h L tn, bo v trc 24/24 h L tn, bo v trc 24/24 h
24/24 h 24/24 h Gi tin v vt ca Gi tin v vt ca Gi tin v vt ca
Gi tin v vt Gi tin v vt khch ti quy l tn khch ti quy l tn khch ti quy l tn
ca khch ti quy l ca khch ti quy l Gi hnh l cho khch Gi hnh l cho khch Gi hnh l cho khch
tn. tn.
Thanh ton bng tin mt Thanh ton bng tin mt Thanh ton bng tin mt
Gi hnh l cho Gi hnh l cho hoc cc phng thc khc hoc cc phng thc khc hoc cc phng thc khc
khch khch
in thoi in thoi in thoi
Thanh ton bng Thanh ton bng
nh thc khch
tin mt hoc cc tin mt hoc cc
phng thc khc Chuyn hnh l cho khch
phng thc khc
in thoi in thoi
29
TCVN 4391:2015
29
TCVN 4391:2015
30
Bng 1 (tip theo)
nh thc khch nh thc khch Dch v y t nh thc khch nh thc khch

Chuyn hnh l cho Chuyn hnh l cho T thuc v mt s loi Chuyn hnh l cho Chuyn hnh l cho khch
TCVN 4391:2015
khch khch thuc s cu cn hn s khch Dch v y t

Dch v y t Dch v y t dng Dch v y t T thuc v mt s loi
T thuc v mt s T thuc v mt s Trc cu h (p dng i T thuc v mt s loi thuc s cu cn hn s
loi thuc s cu cn loi thuc s cu cn vi khch sn c bi tm thuc s cu cn hn s dng
hn s dng hn s dng ring hoc th thao di dng Dch v y t c nhn vin y
Trc cu h (p Trc cu h (p nc) Dch v y t c nhn vin t trc
dng i vi khch sn dng i vi khch sn B bi cho ngi ln c y t trc Dch v vn phng
c bi tm ring hoc c bi tm ring hoc bin ch dn su, c nhn Dch v vn phng Dch v bn hng (Ca
th thao di nc) th thao di nc) vin phc v, c khn tm, Dch v bn hng (Ca hng mua sm, lu nim)
B bi cho ngi B bi cho ngi gh nm (p dng i vi hng mua sm, lu nim) Thu i ngoi t
ln c bin ch dn ln c bin ch dn khch sn ngh dng)
Thu i ngoi t Dch v t ch, mua v
su, c nhn vin phc su, c nhn vin phc Dch v vn phng
Dch v t ch, mua v phng tin vn chuyn,
v, c khn tm, gh v, c khn tm, gh Dch v bn hng (Quy
phng tin vn chuyn, tham quan
nm (p dng i vi nm (p dng i vi lu nim, tp ha) tham quan Git l
khch sn ngh dng) khch sn ngh dng) Thu i ngoi t Git l Git kh, l hi
Git l Git l Dch v t ch, mua v Git kh, l hi Git l ly ngay
phng tin vn chuyn,
Git l ly ngay Phc v hp
tham quan
Phc v hp Phc v hi ngh, hi tho
Phc v hp
Phc v hi ngh, hi tho Phng tp th thao
Dch v gii tr
Phng tp th thao Phng c sch (th vin)
Git l
Phng c sch (th vin) Xng hi
Git kh, l hi
Xng hi Mat-xa
Mat-xa B bi cho ngi ln c
B bi cho ngi ln c bin ch dn su, c nhn
bin ch dn su, c nhn vin phc v, c khn tm,
vin phc v, c khn tm, gh nm (p dng i vi
gh nm (p dng i vi khch sn, khch sn ngh
khch sn, khch sn ngh dng)
(2)
dng)
30
TCVN 4391:2015
Bng 1 (tip theo)

Trc cu h (p dng i B bi cho tr em c bin

vi khch sn c bi tm ch dn su, c nhn vin
ring hoc th thao di phc v, c khn tm, gh
nc) nm (p dng i vi khch
Dch v gii tr sn, khch sn ngh dng)
Bar m (p dng i vi Trc cu h
khch sn ngh dng) Dch v gii tr
Dch v dch thut Bar m
Nhc nn khu vc cng Dch v dch thut
cng Nhc nn khu vc cng
Chm sc sc p cng
Dch v phc v ngi Chm sc sc p
khuyt tt Dch v phc v ngi
khuyt tt
Trng gi tr
Th thao ngoi tri: tennis
hoc golf hoc th thao ngoi
tri khc (p dng i vi
khch sn ngh dng)
4 Ngi qun l v nhn vin phc v
4.1 Trnh chuyn mn nghip v, ngoi ng
a) Ngi qun l: a) Ngi qun l: a) Ngi qun l: a) Ngi qun l: a) Ngi qun l:
Tt nghip cao ng Tt nghip i hc chuyn Tt nghip i hc chuyn
Tt nghip trung Tt nghip trung
chuyn ngnh du lch, nu tt ngnh du lch, nu tt nghip ngnh du lch, nu tt nghip
cp chuyn ngnh du cp chuyn ngnh du
nghip cao ng ngnh khc i hc ngnh khc phi qua i ngnh khc phi qua lp
lch hoc c chng ch lch hoc c chng ch
phi qua lp bi dng qun lp bi dng qun l lu tr bi dng qun l lu tr du
TCVN 4391:2015
31
31
32
Bng 1 (tip theo)
ngh du lch quc gia ngh du lch quc gia l lu tr du lch du lch lch
hoc qua lp bi hoc qua lp bi 02 nm kinh nghim trong 02 nm kinh nghim trong 03 nm kinh nghim trong
dng qun l lu tr dng qun l lu tr
TCVN 4391:2015
ngh ngh ngh

du lch du lch Bit 01 ngoi ng thng Bit 01 ngoi ng thng Bit 01 ngoi ng thng
01 nm kinh dng tng ng bc 3 dng tng ng bc 4 dng tng ng bc 4
nghim trong ngh (3)
KNLNNVN KNLNNVN(3) KNLNNVN(3)
_ b) Trng cc b b) Trng cc b phn: b) Trng cc b phn: b) Trng cc b phn:
phn: Tt nghip trung cp ngh Tt nghip cao ng ngh Tt nghip cao ng ngh
Tt nghip s cp (l tn, bung, bn, bar, bp) (l tn, bung, bn, bar, bp) (l tn, bung, bn, bar,
ngh (l tn, bung, hoc chng ch ngh quc hoc chng ch ngh quc bp) hoc chng ch ngh
)
bn) tr ln hoc c gia gia quc gia
chng ch ngh du 02 nm kinh nghim trong 02 nm kinh nghim trong 03 nm kinh nghim trong
lch quc gia; trng ngh ngh ngh
hp c chng ch s S dng tt tin hc vn S dng tt tin hc vn S dng tt tin hc vn
cp ngh khc phi phng phng phng
qua lp bi dng
nghip v
Trng nh hng: Trng nh hng: Trng nh hng:
01 nm kinh
Bit 01 ngoi ng thng Bit 01 ngoi ng thng Bit 01 ngoi ng thng
nghim trong ngh.
dng tng ng bc 3 dng tng ng bc 3 dng tng ng bc 4
S dng c tin (3) (3) (3)
KNLNNVN KNLNNVN KNLNNVN
hc vn phng
Trng l tn: Trng l tn:
Trng l tn:
Bit 01 ngoi ng Trng l tn:
Bit 01 ngoi ng thng
Bit 01 ngoi ng thng
thng dng tng dng tng ng bc 3 Bit 01 ngoi ng thng
(3) dng tng ng bc 4
ng bc 2 KNLNNVN (3) dng tng ng bc 4
(3) KNLNNVN (3)
KNLNNVN KNLNNVN
c) Nhn vin phc v: c) Nhn vin phc c) Nhn vin phc v: c) Nhn vin phc v: c) Nhn vin phc v:
Qua lp tp hun v: 50 % c chng ch ngh 70 % c chng ch ngh 70 % c chng ch ngh
nghip v (tr trng 20 % c chng ch 50 % qua lp tp hun 30 % qua lp tp hun 30 % qua lp tp hun
ngh nghip v nghip v nghip v
32
TCVN 4391:2015
Bng 1 (tip theo)
hp c vn bng, 80 % qua lp tp S dng c tin hc vn S dng c tin hc vn
chng ch do c s o hun nghip v phng (tr nhn vin bung phng (tr nhn vin bung
to c thm quyn cp) v bn bar) v bn bar)
Nhn vin nh hng: Nhn vin trc tip phc Nhn vin trc tip phc
Bit 01 ngoi ng thng v khch: v khch:
dng tng ng bc 2 Bit 01 ngoi ng thng Bit 01 ngoi ng thng
(3)
KNLNNVN dng tng ng bc 2 dng tng ng bc 3
(3) (3)
KNLNNVN KNLNNVN
- C nhn vin bit 01 ngoi - C nhn vin bit 01 ngoi
ng thng dng khc tng ng thng dng khc tng
(3) (3)
ng bc 2 KNLNNVN ng bc 3 KNLNNVN
Nhn vin l tn: Nhn vin l tn: Nhn vin l tn: Nhn vin l tn: Nhn vin l tn:
Bit 01 ngoi ng Bit 01 ngoi ng Bit 01 ngoi ng thng Bit 01 ngoi ng thng Bit 01 ngoi ng thng
thng dng tng thng dng tng dng tng ng bc 3
(3)
dng tng ng bc 4 dng tng ng bc 4
ng bc 1 ng bc 3 KNLNNVN (3) (3)
(3) (3)
KNLNNVN KNLNNVN
KNLNNVN KNLNNVN S dng tt tin hc vn S dng tt tin hc vn S dng tt tin hc vn
S dng c tin S dng c tin phng phng phng
hc vn phng hc vn phng
4.2 Trang phc
Mc trang phc ng Mc trang phc Mc trang phc ng quy Mc trang phc ng quy Mc trang phc ng quy
quy nh ca khch sn, ng quy nh ca nh ca khch sn, c ph nh ca khch sn, c ph nh ca khch sn, c ph
c ph hiu tn trn o khch sn, c ph hiu tn trn o hiu tn trn o hiu tn trn o
hiu tn trn o Kiu dng p, ph hp Kiu dng p, ph hp Kiu dng p, ph hp
vi chc danh v v tr cng vi chc danh v v tr cng vi chc danh v v tr cng
vic vic vic
Mu sc hi ho, thun Mu sc hi ho, thun Mu sc hi ho, thun
tin tin tin
Cht liu tt, ph hp vi Cht liu tt, ph hp vi
mi trng mi trng
C phong cch ring ca C phong cch ring ca
khch sn khch sn
33
TCVN 4391:2015
33
TCVN 4391:2015
34
32
Bng 1 (tip theo)
Trang phc lm vic c
khch sn git l
TCVN 4391:2015
5 Bo v mi trng, v sinh an ton thc phm v an ninh, an ton, phng chng chy n
5.1 Bo v mi trng
Thc hin tt cc Thc hin tt cc Thc hin tt cc quy nh Thc hin tt cc quy nh Thc hin tt cc quy
quy nh v bo v mi quy nh v bo v v bo v mi trng v bo v mi trng nh v bo v mi trng
trng mi trng c cp chng ch hoc c cp chng ch hoc c cp chng ch
c cp chng ch c cp chng nhn hiu hoc danh hiu v nhn hiu hoc danh hiu v hoc nhn hiu hoc danh
hoc nhn hiu hoc ch hoc nhn hiu bo v mi trng, pht trin bo v mi trng, pht trin hiu v bo v mi trng,
danh hiu v bo v hoc danh hiu v bn vng. bn vng. pht trin bn vng
mi trng, pht trin bo v mi trng, V sinh sch s tt c cc V sinh sch s tt c cc V sinh sch s tt c cc
bn vng pht trin bn vng khu vc trong v ngoi khch khu vc trong v ngoi khch khu vc trong v ngoi
V sinh sch s tt V sinh sch s tt sn sn khch sn
c cc khu vc trong v c cc khu vc trong Nh v sinh cc khu vc Nh v sinh cc khu vc Nh v sinh cc khu vc
ngoi khch sn v ngoi khch sn m bo thot nc tt v m bo thot nc tt v m bo thot nc tt v
Nh v sinh cc khu Phn loi rc thi khng c mi hi khng c mi hi khng c mi hi
vc m bo thot hu c, v c ti Phn loi rc thi hu c, Phn loi rc thi hu c, Phn loi rc thi hu c,
nc tt v khng c ngun v c ti ngun v c ti ngun v c ti ngun
mi hi C bin php gim C bin php gim thiu C bin php gim thiu C bin php gim thiu
C bin php tit thiu ting n ting n ting n ting n
kim in hiu qu Khu vc bp vn Khu vc bp vn chuyn Khu vc bp vn chuyn Khu vc bp vn chuyn
S dng nh sng chuyn rc thng rc thng xuyn hoc c rc thng xuyn hoc c rc thng xuyn hoc c
t nhin cc khu vc xuyn hoc c kho kho cha rc m bo v kho cha rc m bo v kho cha rc m bo v
cha rc m bo v sinh sinh sinh
sinh. B tr cn b kim nhim v B tr cn b kim nhim v B tr cn b kim nhim
Nh v sinh cc qun l, bo v mi trng qun l, bo v mi trng v qun l, bo v mi
khu vc m bo S dng cc vt liu, sn S dng cc vt liu, sn trng
thot nc tt v phm, trang thit b thn thin phm, trang thit b thn thin B tr cn b chuyn
khng c mi hi vi mi trng vi mi trng trch v qun l, bo v mi
trng
34
Bng 1 (kt thc)
C bin php tit C bin php tit kim in C bin php tit kim in S dng cc vt liu, sn
kim in hiu qu hiu qu hiu qu phm, trang thit b thn
S dng nh sng S dng nh sng t nhin S dng nh sng t nhin thin vi mi trng
t nhin cc khu vc cc khu vc cc khu vc C bin php tit kim
in hiu qu
S dng nh sng t
nhin cc khu vc
5.2 V sinh an ton thc phm
_ Thc hin tt cc Thc hin tt cc quy nh Thc hin tt cc quy nh Thc hin tt cc quy
quy nh v v sinh v v sinh an ton thc phm v v sinh an ton thc phm nh v v sinh an ton thc
an ton thc phm phm
5.3 An ninh, an ton, phng chng chy n
Thc hin tt cc quy Thc hin tt cc Thc hin tt cc quy nh Thc hin tt cc quy nh Thc hin tt cc quy nh
nh v an ninh, an quy nh v an ninh, v an ninh, an ton, phng v an ninh, an ton, phng v an ninh, an ton, phng
ton, phng chng an ton, phng chng chng chy n chng chy n chng chy n
chy n chy n H thng camera khu vc H thng camera khu vc H thng camera khu vc
cng cng (hnh lang bung cng cng (hnh lang bung cng cng (hnh lang bung
ng, snh l tn, nh hng...) ng, snh l tn, nh hng...) ng, snh l tn, nh
hng...)
CH THCH:
(1) Khng p dng quy nh quy m i vi khch sn l cng trnh kin trc c bit nh lu i, cung in, nh c hoc nm ni c gi tr vn ha, lch s
cn c bo v
(2) i vi khch sn 4 sao c c s vt cht tt, dch v y , cht lng cao, sang trng c th xem xt khng p dng quy nh c b bi th, ni
khng ch chiu cao xy dng
(3) KNLNNVN: Khung nng lc ngoi ng Vit Nam
35
TCVN 4391:2015
35
TCVN 4391:2015
6 Phng php nh gi
6.1 Nguyn tc nh gi
Cc tiu ch nh gi xp hng i vi khch sn du lch c chm im nh sau:
+ nh du (X) i vi tiu ch phi t yu cu ca loi, hng tng ng.
+ Chm im 1 i vi tiu ch khuyn khch t yu cu ca loi, hng tng ng.
6.2 Ni dung v thang im nh gi xp hng khch sn
Theo Ph lc A.
6.3 Tng im ti thiu i vi tng loi, hng khch sn
6.3.1 Khch sn
Hng 1 sao: t 100 % tiu ch phi t (tc l t 98 tiu ch) v t 75 % cc tiu ch trong tng s
cc tiu ch khuyn khch (tc l t 35/47 im) i vi khch sn hng 1 sao.
Hng 2 sao: t 100 % tiu ch phi t (tc l t 138 tiu ch) v t 80 % cc tiu ch trong tng
s cc tiu ch khuyn khch (tc l t 40/50 im) i vi khch sn hng 2 sao.
6.3.2 Khch sn ngh dng
cc tiu ch khuyn khch (tc l t 35/46 im) i vi khch sn ngh dng hng 1 sao.
s cc tiu ch khuyn khch (tc l t 40/50 im) i vi khch sn ngh dng hng 2 sao.
36
TCVN 4391:2015
6.3.3 Khch sn ni
cc tiu ch khuyn khch (tc l t 31/41 im) i vi khch sn ni hng 1 sao.
s cc tiu ch khuyn khch (tc l t 34/43 im) i vi khch sn ni hng 2 sao.
6.3.4 Khch sn bn ng
cc tiu ch khuyn khch (tc l t 32/43 im) i vi khch sn bn ng hng 1 sao.
s cc tiu ch khuyn khch (tc l t 37/46 im) i vi khch sn bn ng hng 2 sao.
37
TCVN 4391:2015
Ph lc A
(quy nh)
Ni dung v thang im nh gi xp hng khch sn
nh gi, chm im
Chm
Yu cu i nh du
Yu cu i vi im 1 i
Tiu ch vi loi (X) i vi
hng sao vi tiu
khch sn tiu ch c
ch khng
du (*)
c du (*)
1 V tr, kin trc
1.1 V tr
- Thun li H, R, M, F 1, 2
- Rt thun li, d tip cn H, R, M, F 3, 4, 5
- Mi trng, cnh quan p H, R, M, F 3, 4, 5
1.2 Thit k kin trc
- Thit k kin trc ph hp vi yu cu kinh H, R, M, F 1(*), 2(*), 3(*),

doanh, cc khu vc dch v c b tr hp l,
thun tin 4(*), 5(*)
- Thit k kin trc p H, R, M, F 3(*), 4(*), 5(*)

- Kin trc c o H, R, M, F 5
- Ton cnh c thit k thng nht H, R, M, F 5(*)
- Ni, ngoi tht c thit k, bi tr, trang tr H, R, M, F 1(*), 2(*)
hp l
- Ni, ngoi tht c thit k, bi tr, trang tr H, R, M, F 3(*), 4(*), 5(*)
hp l, p, sang trng, vt liu xy dng cht
lng tt
- Mt tin khch sn: ng vo, va h, tiu H, R 5(*)
cnh c thit k p, sang trng, tinh t
- C mi che trc snh n tip H 3, 4(*), 5(*)
- Ca ra vo ring cho khch v nhn vin H, R, M, F 3, 4(*), 5(*)
- ng vo m bo cho ngi khuyt tt H, R, M, F 1, 2, 3, 4
tip cn s dng
R 5
H, M, F 5(*)
- Bung ng cho ngi khuyt tt i bng xe H, R, M, F 4(*), 5(*)
ln, xe y
38
TCVN 4391:2015
nh gi, chm im
Chm
Yu cu i nh du
Yu cu i vi im 1 i
hng sao vi tiu
khch sn tiu ch c
ch khng
du (*)
c du (*)
- Tng c bit hoc khu phc v c bit H 5(*)
R 5
- Khu vc bung ng cch m tt H, R, M, F 1, 2, 3, 4(*), 5(*)
1.3 Quy m bung ng
- 10 bung ng H, R, M, F 1(*)
- 15 bung ng R 2(*)
- 20 bung ng H, M, F 2(*)
- 30 bung ng M, F 3(*)
- 40 bung ng R 3(*)
- 50 bung ng H 3(*)
M, F 4(*)
- 60 bung ng R 4(*)
- 80 bung ng H 4(*)
R, M, F 5(*)
- 100 bung ng H 5(*)
1.4 Ni xe v giao thng ni b
a) Ni xe
- Ni xe cho khch trong hoc cch khu H 1, 2

vc khch sn ti a 200 m
- Ni xe trong khu vc khch sn cho 5 % H 3
s bung ng
s bung ng
s bung ng
- Ni xe trong khu vc khch sn cho 50 % R 1(*), 2(*), 3(*),
s bung ng
4(*), 5(*)
- Ni xe trong khu vc khch sn cho 100 % M 1(*), 2(*), 3(*),
s bung ng
4(*), 5(*)
- Ni xe thun tin, an ton, thng gi tt H, R, M 1(*), 2(*), 3(*),
39
TCVN 4391:2015
nh gi, chm im
Chm
Yu cu i nh du
Yu cu i vi im 1 i
hng sao vi tiu
khch sn tiu ch c
ch khng
du (*)
c du (*)
4(*), 5(*)
b) Giao thng ni b
- Li i b v giao thng ni b thun tin, an H, R, M, F 1(*), 2(*), 3(*),

ton, thng gi tt
4(*), 5(*)
1.5 Khu vc snh n tip
- C snh n tip H, R, M, F 1(*), 2(*), 3(*),

4(*), 5(*)
2
- Din tch 10 m H, R, M 1
F 3
2
F 4
2
F 5
2
- Phng v sinh snh hoc gn khu vc snh H, R, M, F 1(*), 2(*)
- Phng v sinh snh hoc gn khu vc snh H, R, M, F 3(*), 4(*)
cho nam v n ring
- Phng v sinh snh cho nam v n ring H, R, M, F 5(*)
- Khu vc ht thuc ring H, R, M, F 1, 2, 3, 4, 5
- Phng v sinh cho ngi khuyt tt i bng H, R, M, F 5
xe ln, xe y
- Bar snh
R 4(*), 5(*)
H, M, F 5(*)
1.6 Khng gian xanh
- Cy xanh cc khu vc cng cng H, R, M, F 2, 3, 4, 5

- Sn vn, cy xanh R 1(*), 2(*), 3(*),
4(*), 5(*)
H 5
40
TCVN 4391:2015
nh gi, chm im
Chm
Yu cu i nh du
Yu cu i vi im 1 i
hng sao vi tiu
khch sn tiu ch c
ch khng
du (*)
c du (*)
1.7 Din tch bung ng (bao gm phng ng v phng v sinh)
- Bung mt ging n 12 m2
H, R, M 1(*)
- Bung mt ging i hoc hai ging n 15 m2
2
- Bung mt ging n 15 m H, R, M 2(*)
- Bung mt ging i hoc hai ging n
2
17 m
2
2
22 m
- Bung mt ging n 21 m2 H, R, M 4(*)
25 m 2
- Bung c bit (suite) 41 m2 H, R, M 4
2
32 m 2
- Bung c bit (suite) 56 m2 H, R, M 5
2
- Bung c bit cao cp 100 m H, R, M 5
1.8 Nh hng, quy bar
- 01 nh hng
H, R, M, F 2(*)
- 01 nh hng c quy bar H, R, M, F 3(*)
- 01 nh hng, c phc v mn u, H, R, M, F 4(*)
- 02 nh hng, c phc v mn u, H, R, M, F 5(*)
- S gh nh hng bng 50 % s ging H, R, M, F 2(*)
- S gh nh hng bng 60 % s ging H, R, M, F 3(*)
- S gh nh hng bng 80 % s ging H, R, M, F 4(*), 5(*)
- 01 quy bar H, M, F 4(*)
- 02 quy bar R 4(*), 5(*)
H, M, F 5(*)
- Phng v sinh (p dng i vi nh hng H, R, M, F 2
tch ri snh n tip)
- Phng v sinh cho nam v n ring (p dng H, R, M, F 3(*), 4(*), 5(*)
41
TCVN 4391:2015
nh gi, chm im
Chm
Yu cu i nh du
Yu cu i vi im 1 i
hng sao vi tiu
khch sn tiu ch c
ch khng
du (*)
c du (*)
i vi nh hng tch ri snh n tip)

- Khu vc ht thuc ring H, R, M, F 2, 3, 4(*), 5(*)
1.9 Khu vc bp
- Thun tin cho vic vn chuyn thc n n H, R, M, F 2(*), 3(*), 4(*),

nh hng
5(*)
- Bp H, R, M, F 2(*), 3(*)
- Bp u, H, R, M, F 4(*), 5(*)
- Bp bnh H, R, M, F 4(*), 5(*)
- Thng gi tt H, R, M, F 2(*), 3(*), 4(*),
5(*)
- Din tch m bo quy trnh s ch, ch bin H, R, M, F 2(*), 3(*), 4(*),
5(*)
- Khu vc s ch v ch bin nhit, ngui H, R, M, F 3(*), 4(*), 5(*)
(nng, lnh) c tch ring
- Khu vc son chia thc n H, R, M, F 4(*), 5(*)
- Phng m, m bo cch m, cch nhit, H, R, M, F 4, 5(*)
cch mi gia bp v phng n
- Li chuyn rc tch bit, m bo v sinh H, R, M, F 3, 4(*), 5(*)
- C bin php ngn chn ng vt, cn trng H, R, M, F 2(*), 3(*), 4(*),
gy hi
5(*)
- Tng phng khng thm nc, d lm sch H, R, M, F 2(*), 3(*), 4(*),
5(*)
- Trn bp thun tin cho v sinh v m bo H, R, M, F 2(*), 3(*), 4(*),
an ton
5(*)
- Sn phng, lt vt liu chng trn, d c ra H, R, M, F 2(*), 3(*), 4(*),
5(*)
- Phng v sinh cho nhn vin bp (bn ngoi H, R, M, F 3, 4, 5(*)
khu vc bp)
1.10 Kho
- Kho bo qun nguyn vt liu, thc phm H, R, M, F 2, 3, 4(*), 5(*)

- Kho dng, thit b d phng H, R, M, F 2(*), 3(*), 4(*),
42
TCVN 4391:2015
nh gi, chm im
Chm
Yu cu i nh du
Yu cu i vi im 1 i
hng sao vi tiu
khch sn tiu ch c
ch khng
du (*)
c du (*)
5(*)
- Cc kho lnh (theo loi thc phm) H, R, M, F 4(*), 5(*)
1.11 Phng hp, hi ngh, hi tho
- 01 phng hp 30 gh H 3(*)
- 01 phng hp H 4(*)
- 01 phng hi tho H 4(*)
- 01 phng hi ngh H 4(*), 5(*)
- 02 phng hp H 5(*)
- 02 phng hi tho H 5(*)
- Snh ch, ng k khch v gii kht gia H 4(*), 5(*)
gi
- Phng v sinh cho nam v n ring (p dng H 3(*), 4(*), 5(*)
i vi phng hp, hi ngh, hi tho tch ri
snh n tip)
- Cch m tt H 4(*), 5(*)
1.12 Khu vc dnh cho cn b, nhn vin
- Phng lm vic ca ngi qun l v cc b H, R, M, F 2(*), 3(*), 4(*),

phn chc nng
5(*)
- Phng trc bung H, R, M, F 2, 3, 4(*), 5(*)
- Phng thay qun o H, R, M, F 3, 4(*), 5(*)
- Phng v sinh cho nam v n ring H, R, M, F 3(*), 4(*), 5(*)
- Phng tm H, R, M, F 4(*), 5(*)
- Phng n nhn vin H, R, M, F 4(*), 5(*)
1.13 Hnh lang
- Thun tin i li v m bo an ton thot H, R, M, F 1(*), 2(*), 3(*),

him
4(*), 5(*)
2 Trang thit b, tin nghi
2.1 Cht lng, bi tr, trang tr
- Cht lng kh
H, R, M, F 1(*), 2(*)
43
TCVN 4391:2015
nh gi, chm im
Chm
Yu cu i nh du
Yu cu i vi im 1 i
hng sao vi tiu
khch sn tiu ch c
ch khng
du (*)
c du (*)
- Cht lng tt H, R, M, F 3(*)

- Cht lng cao
H, R, M, F 4(*), 5(*)
- Bi tr hp l
H, R, M, F 1(*), 2(*), 3(*),
4(*), 5(*)
- Mu sc hi ha H, R, M, F 1(*), 2(*), 3(*),
4(*), 5(*)
- Hot ng tt H, R, M, F 1(*), 2(*), 3(*),
4(*), 5(*)
- ng b H, R, M, F 3(*), 4(*), 5(*)
- Trang tr ni tht p H, R, M, F 4(*)
- Hin i, sang trng H, R, M, F 4(*), 5(*)
- Trang tr ngh thut H, R, M, F 5(*)
2.2 Trang thit b ni tht
2.2.1 Snh n tip; Phng v sinh snh v cc khu vc cng cng
a) Snh n tip
- Quy l tn H, R, M, F 1(*), 2(*), 3(*),

4(*), 5(*)
- in thoi H, R, M, F 1(*), 2(*), 3(*),
4(*), 5(*)
- My vi tnh H, R, M, F 1(*), 2(*), 3(*),
4(*), 5(*)
- Bn gh tip khch H, R, M, F 1, 2, 3(*), 4(*),
5(*)
- Bng hoc mn hnh nim yt gi dch v v H, R, M, F 1(*), 2(*), 3(*),
phng thc thanh ton
4(*), 5(*)
- Thit b phc v thanh ton bng th tn dng H, R, M, F 1, 2, 3(*), 4(*),
5(*)
- Ca ra vo c b tr thun tin H, R, M, F 1(*), 2(*), 3(*),
4(*), 5(*)
- Ni gi v ti sn gi tr ca khch H, R, M, F 1(*), 2(*), 3(*),
44
TCVN 4391:2015
nh gi, chm im
Chm
Yu cu i nh du
Yu cu i vi im 1 i
hng sao vi tiu
khch sn tiu ch c
ch khng
du (*)
c du (*)
4(*), 5(*)
- Internet khng dy (wifi) H, R, M, F 1, 2, 3(*), 4(*),
5(*)
- Bng hoc mn hnh nim yt t gi ngoi t H, R, M, F 1, 2, 3, 4, 5
- Xe y cho ngi khuyt tt H, R, M, F 3, 4, 5(*)
- Gi bo, tp ch hoc h thng c bo H, R, M, F 4(*), 5(*)
trc tuyn (Press Reader)
- Quy thng tin, quan h khch hng v h tr H, R, M, F 4, 5(*)
n tip (trc ca, chuyn hnh l, vn th, xe
a n khch...)
- Quy l tn t chc thnh cc quy phn
theo chc nng:
+ Quy t bung H, R, M, F 5
+ Quy n tip H, R, M, F 5
+ Tng i in thoi H, R, M, F 5
b) Phng v sinh snh v cc khu vc cng cng
- Bn cu H, R, M, F 1(*), 2(*), 3(*),

4(*), 5(*)
- Bn tiu nam (phng v sinh nam) H, R, M, F 1(*), 2(*), 3(*),
4(*), 5(*)
- Giy v sinh H, R, M, F 1(*), 2(*), 3(*),
4(*), 5(*)
- Vi nc di ng cnh bn cu H, R, M, F 3, 4, 5
- Chu ra mt H, R, M, F 1(*), 2(*), 3(*),
4(*), 5(*)
- Gng soi H, R, M, F 1, 2(*), 3(*), 4(*),
5(*)
- Vi nc H, R, M, F 1(*), 2(*), 3(*),
4(*), 5(*)
- X phng H, R, M, F 1(*), 2(*), 3(*),
4(*), 5(*)
- Thng rc c np H, R, M, F 1(*), 2(*), 3(*),
45
TCVN 4391:2015
nh gi, chm im
Chm
Yu cu i nh du
Yu cu i vi im 1 i
hng sao vi tiu
khch sn tiu ch c
ch khng
du (*)
c du (*)
4(*), 5(*)
- Thit b thng gi H, R, M, F 1(*), 2(*), 3(*),
4(*), 5(*)
- Mc treo ti hoc ch ti H, R, M, F 1(*), 2(*), 3(*),
4(*), 5(*)
- Giy hoc khn lau tay H, R, M, F 3(*), 4(*), 5(*)
- My sy tay H, R, M, F 3, 4, 5
- H thng ga v xi phng thot sn m bo H, R, M, F 1(*), 2(*), 3(*),
ngn mi hi
4(*), 5(*)
2.2.2 Bung ng v phng v sinh trong bung ng

a) Bung ng
- Ging n 0,9 m x 2 m H, R, M, F 1(*), 2(*)
- Ging n 1,0 m x 2 m H, R, M, F 3(*), 4(*)

- Ging n 1,2 m x 2 m H, R, M, F 5(*)
- Ging i 1,6 m x 2 m H, R, M, F 1(*), 2(*), 3(*),

4(*), 5(*)
- Ging bung c bit cao cp 2,2 m x 2,2 m H, R, M, F 5(*)
- Ging cho ngi khuyt tt 1,8 m x 2 m H, R, M, F 4(*), 5(*)
- m dy 10 cm, c ga bc H, R, M, F 1(*), 2(*)
- m dy 20 cm, c ga bc H, R, M, F 3(*), 4(*), 5(*)
- Chn c v bc H, R, M, F 1(*), 2(*), 3(*),
4(*), 5(*)
- Gi c v bc H, R, M, F 1(*), 2(*), 3(*),
4(*), 5(*)
T hoc k u ging (bung mt ging H, R, M, F 1, 2(*), 3(*), 4(*),
n: 01 t/k u ging, bung mt ging
5(*)
i: 02 t/k u ging, bung hai ging
n: 01 hoc 02 t/k u ging)
- cm in an ton u ging H, R, M, F 3, 4(*), 5(*)

- Bng iu khin thit b in t t u H, R, M, F 4, 5
ging
46
TCVN 4391:2015
nh gi, chm im
Chm
Yu cu i nh du
Yu cu i vi im 1 i
hng sao vi tiu
khch sn tiu ch c
ch khng
du (*)
c du (*)
- n u ging H, R, M, F 1, 2(*)
- n u ging cho mi khch H, R, M, F 3(*), 4(*)
- n u ging cho mi khch chnh c H, R, M, F 4, 5(*)
sng
- n chiu sng H, R, M, F 1(*), 2(*), 3(*),
4(*), 5(*)
- in thoi H, R, M, F 1(*), 2(*), 3(*),
4(*), 5(*)
- T ng qun o c mc treo qun o H, R, M, F 1(*), 2(*), 3(*),
4(*), 5(*)
- Mc o c nhiu loi treo c cc loi H, R, M, F 4, 5
qun, o
- Bn chi qun o H, R, M, F 3, 4, 5
- Bn gh ung nc H, R, M 1, 2, 3(*), 4(*),
5(*)
F 1, 2, 3, 4, 5
- Cc ung nc H, R, M, F 1(*), 2(*), 3(*),
4(*), 5(*)
- Tch ung tr, c ph H, R, M, F 4(*), 5(*)
- Hp giy n H, R, M, F 4(*), 5(*)
- B n tri cy. H, R, M, F 4(*), 5(*)
- Dng c m bia, ru H, R, M, F 4, 5
- Bn lm vic cho 50 % s bung ng H 1, 2, 3(*)
R 3
- Bn lm vic cho 100 % s bung ng H 4(*), 5(*)
R 4, 5(*)
- n bn lm vic H 1, 2, 3(*), 4(*),
5(*)
R 3, 4(*), 5(*)
- cm in an ton bn lm vic H 1, 2, 3(*), 4(*),
47
TCVN 4391:2015
nh gi, chm im
Chm
Yu cu i nh du
Yu cu i vi im 1 i
hng sao vi tiu
khch sn tiu ch c
ch khng
du (*)
c du (*)
5(*)
R 3, 4(*), 5(*)
- cm in an ton H, R, M, F 1(*), 2(*), 3(*),
4(*), 5(*)
- Gng soi H, R, M 3, 4, 5
- Gng soi c ngi H, R, M, F 4(*), 5(*)
- Cp ng ti liu thng tin v khch sn v H, R, M, F 1, 2, 3(*), 4(*),
hng dn khch gm: ni quy, dch v v gi
dch v, thi gian phc v khch ca cc dch 5(*)
v, chnh sch khuyn mi, phong b, giy, bt
vit (thng tin v khch sn c th cung cp
trn mn hnh)
- ng truyn internet khng dy (wifi) H, R, M 1, 2
- ng truyn internet khng dy (wifi) tc H, R, M 3(*), 4(*), 5(*)
cao
- ng truyn internet qua cp tc cao H, R, M 3, 4, 5
(internet cable)
- Ti kim ch H, R, M, F 3, 4, 5
- My sy tc H, R, M, F 3(*), 4(*), 5(*)
- St hoc ti ng git l H, R, M, F 1, 2, 3(*), 4(*),
5(*)
- St ng rc H, R, M, F 1(*), 2(*), 3(*),
4(*), 5(*)
- Bn l, cu l H, R, M, F 5
- Kt an ton cho 30 % s bung ng H, R, M, F 3(*)
- Cn sc khe H, R, M, F 4, 5(*)
- Gi hnh l H, R, M, F 1, 2, 3(*), 4(*),
5(*)
- Dp i trong phng H, R, M, F 1, 2, 3, 4(*), 5(*)
- Giy hoc mt lau giy H, R, M, F 3, 4, 5
48
TCVN 4391:2015
nh gi, chm im
Chm
Yu cu i nh du
Yu cu i vi im 1 i
hng sao vi tiu
khch sn tiu ch c
ch khng
du (*)
c du (*)
- Tranh nh H, R, M, F 3, 4, 5(*)
- Rm ca s H, R, M, F 1, 2(*)
- Rm ca s chn sng H, R, M, F 3(*), 4(*), 5(*)
- T lnh hoc minibar H, R, M, F 1, 2(*), 3(*), 4(*),
5(*)
- Minibar c t cc loi ung, n vt, H, R, M, F 2, 3(*), 4(*), 5(*)
n nh
- iu ha khng kh R 1, 2, 3, 4, 5
H, M, F 1(*), 2(*), 3(*),

4(*), 5(*)
- Ti vi R 1, 2, 3, 4, 5
H, M, F 1(*), 2(*), 3(*),

4(*), 5(*)
- Tivi cho phng khch (p dng i vi bung R 4, 5
ng hng c bit - suite)
H, M, F 4(*), 5(*)
- Hng dn s dng in thoi v tivi R 1, 2, 3, 4, 5
H, M, F 1(*), 2(*), 3(*),

4(*), 5(*)
- m un nc siu tc H, R, M, F 3(*), 4(*), 5(*)
- Thit b pht hin khi bo chy (smoke H, R, M, F 1, 2, 3(*), 4(*),
detector)
5(*)
- H thng cha chy bng nc t ng H, R, M, F 4, 5
(sprinkler)
- Mt nhn gn trn ca H, R, M, F 1, 2, 3, 4, 5
- Chung gi ca H, R, M, F 1, 2, 3, 4, 5
- Cht an ton H, R, M, F 1(*), 2(*), 3(*),
4(*), 5(*)
- S hng dn thot him H, R, M, F 1(*), 2(*), 3(*),
4(*), 5(*)
- kha t dng th H, R, M, F 4, 5
49
TCVN 4391:2015
nh gi, chm im
Chm
Yu cu i nh du
Yu cu i vi im 1 i
hng sao vi tiu
khch sn tiu ch c
ch khng
du (*)
c du (*)
- Ca t ng ng H, R, M, F 4, 5
- Thm tri bung ng hoc sn g H 3, 4, 5
b) Phng v sinh trong bung ng
- Tng bng vt liu khng thm nc 1(*), 2(*), 3(*),

H, R, M 4(*), 5(*)
- Sn lt bng vt liu chng trn H, R, M, F 1(*), 2(*), 3(*),

4(*), 5(*)
- cm in an ton H, R, M, F 1, 2, 3(*), 4(*),
5(*)
- Chu ra mt H, R, M, F 1(*), 2(*), 3(*),
4(*), 5(*)
-Gng soi H, R, M, F 1, 2(*), 3(*), 4(*),
5(*)
- Gng cu (Bung c bit cao cp) H, R, M, F 5(*)
- Vi nc H, R, M, F 1(*), 2(*), 3(*),
4(*), 5(*)
- Nc nng H, R, M, F 1(*), 2(*), 3(*),
4(*), 5(*)
- Vi tm hoa sen H, R, M, F 1(*), 2(*), 3(*),
4(*), 5(*)
- H thng sen cy tm ng phun ma H, R, M, F 4, 5(*)
- Mc treo qun o H, R, M, F 1(*), 2(*), 3(*),
4(*), 5(*)
- Gi khn cc loi H, R, M, F 1(*), 2(*), 3(*),
4(*), 5(*)
- Bn cu H, R, M, F 1(*), 2(*), 3(*),
4(*), 5(*)
- Vi nc di ng cnh bn cu H, R, M, F 1, 2, 3, 4, 5
- Giy v sinh H, R, M, F 1(*), 2(*), 3(*),
4(*), 5(*)
50
TCVN 4391:2015
nh gi, chm im
Chm
Yu cu i nh du
Yu cu i vi im 1 i
hng sao vi tiu
khch sn tiu ch c
ch khng
du (*)
c du (*)
- Thng rc c np H, R, M, F 1(*), 2(*), 3(*),

4(*), 5(*)
- Thit b thng gi H, R, M, F 1(*), 2(*), 3(*),
4(*), 5(*)
- n trn gng soi H, R, M, F 1, 2, 3, 4(*), 5(*)
- n trn H, R, M, F 1(*), 2(*), 3(*),
4(*), 5(*)
- Vt dng cho mt khch:
+ Cc H, R, M, F 1(*), 2(*), 3(*),

4(*), 5(*)
+ X phng H, R, M, F 1(*), 2(*), 3(*),
4(*), 5(*)
+ Du gi u H, R, M, F 1, 2
+ Du gi u v du x H, R, M, F 3, 4, 5
+ Khn mt H, R, M, F 1(*), 2(*), 3(*),
4(*), 5(*)
+ Khn tm H, R, M, F 1(*), 2(*), 3(*),
4(*), 5(*)
+ Khn lau tay H, R, M, F 4(*), 5(*)
+ M chp tc H, R, M, F 3(*), 4(*), 5(*)
+ Sa tm H, R, M, F 3(*), 4(*), 5(*)
+ Tm bng H, R, M, F 3(*), 4(*), 5(*)
+ Kem nh rng H, R, M, F 1, 2, 3, 4, 5
+ Bn chi nh rng H, R, M, F 1, 2, 3, 4, 5
+ Kem dng da H, R, M, F 4, 5
+ o chong sau tm H, R, M, F 3, 4(*), 5(*)
+ Bng ty trang H, R, M, F 4, 5
- Mui tm H, R, M, F 4, 5
- Khn chi chn H, R, M, F 3(*), 4(*), 5(*)
51
TCVN 4391:2015
nh gi, chm im
Chm
Yu cu i nh du
Yu cu i vi im 1 i
hng sao vi tiu
khch sn tiu ch c
ch khng
du (*)
c du (*)
- B t chu ra mt H, R, M, F 3(*), 4(*), 5(*)

- 80 % s bung c phng tm ng hoc bn H, R, M, F 3(*)
tm nm c rm che
- in thoi ni vi bung ng H, R, M, F 3, 4, 5(*)
- 100 % s bung c phng tm ng hoc H, R, M, F 4(*)
bn tm nm c rm che
- Bn tm to sng cho bung c bit cao H, R, M, F 5
cp
- 100 % s bung c phng tm ng hoc H, R, M, F 5(*)
bn tm nm c rm che, trong 30 % s
bung c c 2 loi
- Dy phi qun o H, R, M, F 5
- H thng ga v xi phng thot sn m bo H, R, M, F 1(*), 2(*), 3(*),
ngn mi hi
4(*), 5(*)
2.2.3 Phng hp, hi tho, hi ngh
- Bn gh, micro, n in cc loi H 3(*), 4(*), 5(*)

- My chiu, mn chiu H 3(*), 4(*), 5(*)
- Trang thit b phc v hp H 3(*), 4(*), 5(*)
- Trang thit b phc v hi tho H 4(*), 5(*)
- Trang thit b phc v hi ngh H 4(*), 5(*)
- iu ha khng kh H 3(*), 4(*), 5(*)
- H thng thng gi tt H 3(*), 4(*), 5(*)
- Thm tri phng hp H 3, 4, 5
- Thm tri phng hi tho H 4, 5
- Thm tri phng hi ngh H 4, 5
- S , bin ch dn v n bo thot him H 3(*), 4(*), 5(*)
- H thng camera trong phng hp H 3, 4, 5
- H thng camera trong phng hi tho H 4, 5(*)
- H thng camera trong phng hi ngh H 4, 5(*)
- H thng chiu sng c tnh thm m v iu H 5(*)
chnh c sng
52
TCVN 4391:2015
nh gi, chm im
Chm
Yu cu i nh du
Yu cu i vi im 1 i
hng sao vi tiu
khch sn tiu ch c
ch khng
du (*)
c du (*)
2.2.4 Nh hng, bar, bp
- Bn gh H, R, M, F 2(*), 3(*), 4(*),

5(*)
- Dng c v t ng dng c phc v n ung H, R, M, F 2(*), 3(*), 4(*),
5(*)
- Cc loi t lnh bo qun thc phm H, R, M, F 2(*), 3(*), 4(*),
5(*)
- Trang thit b, dng c ch bin mn n, H, R, M, F 2(*), 3(*), 4(*),
ung
5(*)
- Trang thit b ch bin, phc v n ung ca H, R, M, F 4, 5(*)
nhn vin
- Trang thit b phc v n t chn H, R, M, F 3, 4(*), 5(*)
- Trang thit b phc v n ti bung ng H, R, M, F 3, 4(*), 5(*)
- Trang thit b phc v tic cao cp H, R, M, F 4(*), 5(*)
- Trang thit b, dng c ch bin bnh H, R, M, F 4(*), 5(*)
- Trang thit b, dng c ch bin ngui H, R, M, F 4(*), 5(*)
- Mt bn son chia, s ch, ch bin mn n H, R, M, F 2(*), 3(*), 4(*),
lm bng vt liu khng thm nc
5(*)
- Bn ra dng c n ung H, R, M, F 2(*), 3(*), 4(*),
5(*)
- Bn ra cho s ch, ch bin ring H, R, M, F 3(*), 4(*), 5(*)
- Dng c v cht ty ra v sinh H, R, M, F 2(*), 3(*), 4(*),
5(*)
- Thit b chn lc rc, m H, R, M, F 3(*), 4(*), 5(*)
- Thng rc c np H, R, M, F 2(*), 3(*), 4(*),
5(*)
- H thng thot nc chm H, R, M, F 2(*), 3(*), 4(*),
5(*)
- H thng ht mi hot ng tt H, R, M, F 3(*), 4(*), 5(*)
- Thng gi tt H, R, M, F 2(*), 3(*), 4(*),
53
TCVN 4391:2015
nh gi, chm im
Chm
Yu cu i nh du
Yu cu i vi im 1 i
hng sao vi tiu
khch sn tiu ch c
ch khng
du (*)
c du (*)
5(*)
- nh sng hoc chiu sng tt H, R, M, F 2(*), 3(*), 4(*),
5(*)
- iu ha khng kh cho nh hng H, R, M, F 3, 4, 5
- S , bin ch dn v n bo thot him H, R, M, F 2(*), 3(*), 4(*),
5(*)
- Thm tri nh hng H 5
2.2.5 Git l
- Bn l, cu l H, R, M, F 1, 2, 3, 4, 5
- My git H, R, M, F 1, 2, 3, 4, 5
- My sy H, R, M, F 3, 4, 5
- H thng thit b git l hin i H, R, M, F 4, 5
2.3 Hnh lang, cu thang
- S , bin ch dn thot him H, R, M, F 1(*), 2(*), 3(*),

4(*), 5(*)
- n bo thot him hnh lang H, R, M, F 1(*), 2(*), 3(*),
4(*), 5(*)
- Cc bin ch dn hng v ch dn chc H, R, M, F 1(*), 2(*), 3(*),
nng (phng v sinh, vn phng, s tng, s
phng) 4(*), 5(*)
- Ca thot him chng chy H, R, M, F 3, 4, 5(*)

- Thm tri hnh lang khu vc bung ng H 4, 5
- Thm tri hnh lang khu vc hi ngh, hi H 4, 5
tho
- Thm tri cu thang khu vc dch v H 4, 5
2.4 Thng gi, iu ho khng kh cc khu vc
- m bo thng thong H, R, M, F 1(*), 2(*), 3(*),

4(*), 5(*)
- Thng gi t nhin H, R, M, F 1, 2, 3, 4, 5
- H thng thng gi hot ng tt H, R, M, F 1(*), 2(*), 3(*),
54
TCVN 4391:2015
nh gi, chm im
Chm
Yu cu i nh du
Yu cu i vi im 1 i
hng sao vi tiu
khch sn tiu ch c
ch khng
du (*)
c du (*)
4(*), 5(*)
- iu ha khng kh cc khu vc dch v H, R, M, F 3, 4, 5
2.5 H thng nc
- Cung cp nc sch v nc cho cha H, R, M, F 1(*), 2(*), 3(*),

chy, c h thng d tr nc
4(*), 5(*)
- C h thng thot nc m bo v sinh mi H, R, M, F 1(*), 2(*), 3(*),
trng
4(*), 5(*)
- Nc c lc v m bo ung c trc H, R, M, F 5
tip t vi nc
2.6 Thang my
- T bn tng tr ln c thang my (k c tng H, R, M 2

trt)
- T ba tng tr ln c thang my dnh cho H, R, M 3, 4(*), 5(*)

khch (k c tng trt)
- Thang my cho nhn vin H, R, M 4, 5(*)
- Thang my cho hng ha H, R, M 4, 5
- Thang my c tin nghi phc v ngi khuyt H, R, M 5
tt
2.7 H thng phng tin thng tin, lin lc
- H thng phng tin thng tin, lin lc y H, R, M, F 1(*), 2(*), 3(*),

, hot ng tt
4(*), 5(*)
2.8 H thng in
- Cung cp in 24/24 h H, R, M, F 1(*), 2(*), 3(*),

4(*), 5(*)
- H thng in chiu sng m bo yu cu H, R, M, F 1(*), 2(*), 3(*),
tng khu vc
4(*), 5(*)
- C h thng in d phng/ my pht in H, R, M, F 1, 2(*), 3(*), 4(*),
5(*)
3 Dch v v mc phc v
3.1 Cht lng phc v
- C quy trnh phc v khch ca khch sn H, R, M, F 1, 2, 3, 4(*), 5(*)
55
TCVN 4391:2015
nh gi, chm im
Chm
Yu cu i nh du
Yu cu i vi im 1 i
hng sao vi tiu
khch sn tiu ch c
ch khng
du (*)
c du (*)
- Phc v ng quy trnh k thut nghip v H, R, M, F 1(*), 2(*), 3(*),

4(*), 5(*)
- Thi thn thin H, R, M, F 1(*), 2(*), 3(*),
4(*), 5(*)
- Tay ngh k thut cao H, R, M, F 3(*), 4(*), 5(*)
- Phi hp cht ch gia cc b phn trong H, R, M, F 4(*), 5(*)
phc v khch
- Nhanh nhn, nhit tnh, chu o H, R, M, F 3(*), 4(*), 5(*)
- m bo tnh chuyn nghip trong phc v H, R, M, F 4(*), 5(*)
- Cht lng phc v hon ho H, R, M, F 5(*)
- m bo tnh chuyn nghip trong phc v H, R, M, F 5(*)
khch cao cp (butler)
3.2 Phc v bung
- Nhn vin trc bung 12/24 h H, R, M, F 1, 2

- Nhn vin trc bung 24/24 h H, R, M, F 3(*), 4(*), 5(*)
- V sinh bung ng mt ngy mt ln H, R, M, F 1(*), 2(*), 3(*),
4(*), 5(*)
- Chnh trang phng bui ti H, R, M, F 4(*), 5(*)
- Thay ga bc chn, m v v gi ba ngy H, R, M, F 1(*), 2(*)
mt ln hoc theo kin khch v sau khi
khch tr phng
- Thay ga bc chn, m v v gi mt ngy H, R, M, F 3(*), 4(*), 5(*)
mt ln hoc theo kin khch v sau khi
khch tr phng
- Thay khn mt, khn tm mt ngy mt ln H, R, M, F 1(*), 2(*), 3(*),
hoc theo kin khch v sau khi khch tr
phng 4(*), 5(*)
- Hng dn khch bo v mi trng (t H, R, M, F 1, 2, 3(*), 4(*),

trong phng ng v phng v sinh)
5(*)
- t hoa qu ti hoc bnh hoc sn phm H, R, M, F 4(*), 5(*)
ch bin ca khch sn khi c khch
- t tr, c ph, ng, sa ti nh min ph H, R, M, F 3, 4(*), 5(*)
- t mt loi tp ch hoc cung cp h thng H, R, M, F 5(*)
c bo trc tuyn
56
TCVN 4391:2015
nh gi, chm im
Chm
Yu cu i nh du
Yu cu i vi im 1 i
hng sao vi tiu
khch sn tiu ch c
ch khng
du (*)
c du (*)
- Tng hoc khu vc phc v c bit, gm:
+ Phng n; H 5(*)
R 5
+ Dch v vn phng; H 5(*)
R 5
+ Dch v l tn ring (nhn v tr bung H 5(*)
nhanh);
R 5
+ Phng hp; H 5(*)
+ Cung cp thng tin, bo, tp ch min ph. H 5(*)
R 5
3.3 Phc v n ung
- Phc v n sng H, R, M, F 2(*), 3(*), 4(*),

5(*)
- Phc v n sng t chn H, R, M, F 3(*), 4(*), 5(*)
- Phc v n tra, n ti H, R, M, F 2, 3(*), 4(*), 5(*)
- Phc v tic H, R, M, F 3(*), 4(*), 5(*)
- Phc v n ung t 6 h n 22 h H, M, F 3(*)
- Phc v n ung t 6 h n 24 h R 3(*)
H, M, F 4(*)
- Phc v n ung 24/24 h H, R, M, F 5(*)
- Phc v n ung ti bung ng H, R, M, F 3, 4(*), 5(*)
- Phc v cc mn n, ung n gin, d H, R, M, F 2(*), 3(*), 4(*),
ch bin
5(*)
- Phc v mn n, ung phong ph vi cht H, R, M, F 3(*), 4(*), 5(*)
lng tt
- Phc v mn n, ung phong ph vi cht H, R, M, F 4(*), 5(*)
lng cao
- Phc v cc loi ru, mn n v ung H, R, M, F 5(*)
c bit, cao cp
57
TCVN 4391:2015
nh gi, chm im
Chm
Yu cu i nh du
Yu cu i vi im 1 i
hng sao vi tiu
khch sn tiu ch c
ch khng
du (*)
c du (*)
3.4 Dch v khc
- L tn trc 24/24 h H, R, M, F 1(*), 2(*), 3(*),

4(*), 5(*)
- Bo v trc 24/24 h H, R, M, F 1(*), 2(*), 3(*),
4(*), 5(*)
- Gi tin v vt ca khch ti quy l tn H, R, M, F 1(*), 2(*), 3(*),
4(*), 5(*)
- Gi hnh l cho khch H, R, M, F 1(*), 2(*), 3(*),
4(*), 5(*)
- Chuyn hnh l cho khch H, R, M, F 1(*), 2(*), 3(*),
4(*), 5(*)
- Thanh ton bng tin mt hoc cc phng H, R, M, F 1(*), 2(*), 3(*),
thc khc
4(*), 5(*)
- in thoi H, R, M, F 1(*), 2(*), 3(*),
4(*), 5(*)
- nh thc khch H, R, M, F 1(*), 2(*), 3(*),
4(*), 5(*)
- Trc cu h (p dng i vi khch sn c H, R, M, F 1(*), 2(*), 3(*),
bi tm ring hoc th thao di nc)
4(*), 5(*)
- Dch v y t H, R, M, F 1, 2, 3, 4
- Dch v y t c nhn vin y t trc H, R, M, F 4, 5(*)
- T thuc v mt s loi thuc s cu cn H, R, M, F 1(*), 2(*), 3(*),
hn s dng
4(*), 5(*)
- Dch v bn hng (quy lu nim, tp ho) H, R, M, F 3
- Dch v bn hng (ca hng mua sm, lu H, R, M, F 4(*), 5(*)
nim)
- Dch v vn phng H, R, M, F 3(*), 4(*), 5(*)
- Phng c sch (th vin) H, R, M, F 4, 5
- Thu i ngoi t H, R, M, F 3, 4, 5
- Nhc nn khu vc cng cng H, R, M, F 4, 5(*)
58
TCVN 4391:2015
nh gi, chm im
Chm
Yu cu i nh du
Yu cu i vi im 1 i
hng sao vi tiu
khch sn tiu ch c
ch khng
du (*)
c du (*)
- Dch v t ch, mua v phng tin vn H, R, M, F 3, 4, 5

chuyn, tham quan
- Phc v hp H 3(*)
- Phc v hp, hi tho, hi ngh H 4(*), 5(*)
- Dch v dch thut H 4, 5
- Git l H, R, M, F 1, 2, 3(*), 4(*),
5(*)
- Git kh, l hi H, R, M, F 3, 4(*), 5(*)
- Git l ly ngay H, R, M, F 4(*), 5(*)
- Phng tp th thao H, R, M, F 4(*), 5(*)
- Bar m R 4(*), 5(*)
H, M, F 5
- Dch v gii tr H, R, M, F 3, 5(*)
R 4(*)
H, M, F 4
- B bi cho ngi ln (c ni quy, bin ch R 1, 2, 3
dn su, c nhn vin phc v v trc cu
h, c khn tm, gh nm) H, R 4(*), 5(*)
- B bi cho tr em (c bin ch dn su, c H, R 5(*)
nhn vin phc v v trc cu h, c khn
tm, gh nm)
- Chm sc sc p H, R, M, F 4, 5(*)
- Xng hi H, R, M, F 4(*), 5(*)
- Mat-xa H, R, M, F 4, 5(*)
- Trng gi tr H, R, M, F 5(*)
- Th thao ngoi tri (Tennis hoc golf hoc R 5(*)
th thao ngoi tri khc)
- Dch v phc v ngi khuyt tt H, R, M, F 5(*)
4 Ngi qun l v nhn vin phc v
4.1 Trnh chuyn mn nghip v, ngoi ng
59
TCVN 4391:2015
nh gi, chm im
Chm
Yu cu i nh du
Yu cu i vi im 1 i
hng sao vi tiu
khch sn tiu ch c
ch khng
du (*)
c du (*)
a) Ngi qun l:
- Tt nghip trung cp chuyn ngnh du lch H, R, M, F 1(*), 2(*)

hoc c chng ch ngh du lch quc gia hoc
qua lp bi dng qun l lu tr du lch
- Tt nghip cao ng chuyn ngnh du lch, H, R, M, F 3(*)
nu tt nghip cao ng ngnh khc phi qua
lp bi dng qun l lu tr du lch
- Tt nghip i hc chuyn ngnh du lch, nu H, R, M, F 4(*), 5(*)
tt nghip i hc ngnh khc phi qua lp bi
dng qun l lu tr du lch
- 01 nm kinh nghim trong ngh H, R, M, F 2
- 02 nm kinh nghim trong ngh H, R, M, F 3(*), 4(*)
- 03 nm kinh nghim trong ngh H, R, M, F 5(*)
- Bit 01 ngoi ng thng dng tng ng H, R, M, F 3(*)
bc 3 KNLNNVN
- Bit 01 ngoi ng thng dng tng ng H, R, M, F 4(*), 5(*)
bc 4 KNLNNVN
b) Trng cc b phn:
- Tt nghip s cp ngh (l tn, bung, bn) H, R, M, F 2(*)

tr ln hoc c chng ch ngh du lch quc
gia; trng hp c chng ch s cp ngh
khc phi qua lp bi dng nghip v
- Tt nghip trung cp ngh (l tn, bung, H, R, M, F 3(*)
bn, bar, bp) hoc chng ch ngh quc gia
- Tt nghip cao ng ngh (l tn, bung, H, R, M, F 4(*), 5(*)
bn, bar, bp) hoc chng ch ngh quc gia
- 01 nm kinh nghim trong ngh H, R, M, F 2
- 02 nm kinh nghim trong ngh H, R, M, F 3(*), 4(*)
- 03 nm kinh nghim trong ngh H, R, M, F 5(*)
- S dng c tin hc vn phng H, R, M, F 2(*)
- S dng tt tin hc vn phng H, R, M, F 3(*), 4(*), 5(*)
Trng nh hng

bc 3 KNLNNVN
bc 4 KNLNNVN
60
TCVN 4391:2015
nh gi, chm im
Chm
Yu cu i nh du
Yu cu i vi im 1 i
hng sao vi tiu
khch sn tiu ch c
ch khng
du (*)
c du (*)
Trng l tn

bc 2 KNLNNVN
bc 3 KNLNNVN
bc 4 KNLNNVN
c) Nhn vin phc v
- Qua lp tp hun nghip v (tr trng hp H, R, M, F 1(*)

c vn bng, chng ch do c s o to c
thm quyn cp)
- 20 % c chng ch ngh v 80 % qua lp tp H, R, M, F 2(*)
hun nghip v
- 50 % c chng ch ngh v 50 % qua lp tp H, R, M, F 3(*)
hun nghip v
- 70 % c chng ch ngh v 30 % qua lp tp H, R, M, F 4(*), 5(*)
hun nghip v
- Nhn vin trc tip phc v khch bit H, R, M, F 4(*)
01 ngoi ng thng dng tng ng bc
2 KNLNNVN
- C nhn vin trc tip phc v khch bit H, R, M, F 4(*)
01 ngoi ng thng dng khc tng ng
bc 2 KNLNNVN
- Nhn vin trc tip phc v khch bit H, R, M, F 5(*)
01 ngoi ng thng dng tng ng bc
3 KNLNNVN
- C nhn vin trc tip phc v khch bit 01 H, R, M, F 5(*)
ngoi ng thng dng khc tng ng bc
3 KNLNNVN
- Nhn vin trc tip phc v khch s dng H, R, M, F 4(*), 5(*)
c tin hc vn phng (tr nhn vin bung
v bn bar)
Nhn vin nh hng

bc 2 KNLNNVN
Nhn vin l tn
- Bit 01 ngoi ng thng dng tng ng H, R, M, F 1

bc 1 KNLNNVN
61
TCVN 4391:2015
nh gi, chm im
Chm
Yu cu i nh du
Yu cu i vi im 1 i
hng sao vi tiu
khch sn tiu ch c
ch khng
du (*)
c du (*)
bc 2 KNLNNVN
bc 3 KNLNNVN
bc 4 KNLNNVN
- S dng c tin hc vn phng H, R, M, F 1(*), 2(*)
- S dng tt tin hc vn phng H, R, M, F 3(*), 4(*), 5(*)
4.2 Sc khe
- C sc kho ph hp vi yu cu cng H, R, M, F 1(*), 2(*), 3(*),

vic, c kim tra nh k theo quy nh ca
php lut (c giy chng nhn ca c quan y 4(*), 5(*)
t c thm quyn)
4.3 Trang phc
- Mc trang phc ng quy nh ca khch sn H, R, M, F 1(*), 2(*), 3(*),

4(*), 5(*)
- C ph hiu tn trn o H, R, M, F 1(*), 2(*), 3(*),
4(*), 5(*)
- Kiu dng p, ph hp vi chc danh v v H, R, M, F 3(*), 4(*), 5(*)
tr cng vic
- Mu sc hi ha, thun tin H, R, M, F 3(*), 4(*), 5(*)
- Cht liu tt, ph hp vi mi trng H, R, M, F 4(*), 5(*)
- C phong cch ring ca khch sn H, R, M, F 4(*), 5(*)
- Trang phc lm vic c khch sn git l H, R, M, F 5(*)
5 Bo v mi trng, v sinh an ton thc phm v an ninh, an ton, phng chng chy n
5.1 Bo v mi trng
- Thc hin tt cc quy nh v bo v mi H, R, M, F 1(*), 2(*), 3(*),

trng
4(*), 5(*)
- Phn loi rc thi hu c, v c ti ngun H, R, M, F 2, 3, 4, 5
- Khu vc bp vn chuyn rc thng xuyn H, R, M, F 2(*), 3(*), 4(*),
hoc c kho cha rc m bo v sinh
5(*)
- C bin php gim thiu ting n H, R, M, F 2(*), 3(*), 4(*),
5(*)
62
TCVN 4391:2015
nh gi, chm im
Chm
Yu cu i nh du
Yu cu i vi im 1 i
hng sao vi tiu
khch sn tiu ch c
ch khng
du (*)
c du (*)
- B tr cn b kim nhim v qun l, bo v H, R, M, F 3(*), 4(*), 5(*)

mi trng
- B tr cn b chuyn trch v qun l, bo v H, R, M, F 5
mi trng
- S dng cc vt liu, sn phm, trang thit b H, R, M, F 3, 4, 5
thn thin vi mi trng
- c cp chng ch hoc nhn hiu hoc H, R, M, F 1, 2, 3, 4, 5
danh hiu v bo v mi trng, pht trin bn
vng
- V sinh sch s tt c cc khu vc trong v H, R, M, F 1(*), 2(*), 3(*),
ngoi khch sn
4(*), 5(*)
- Nh v sinh cc khu vc m bo thot nc H, R, M, F 1(*), 2(*), 3(*),
tt v khng c mi hi
4(*), 5(*)
- C bin php tit kim in hiu qu H, R, M, F 1, 2, 3, 4, 5
- S dng nh sng t nhin cc khu vc H, R, M, F 1, 2, 3, 4, 5
5.2 V sinh an ton thc phm
- Thc hin tt cc quy nh v v sinh an ton H, R, M, F 2(*), 3(*), 4(*),

thc phm
5(*)
5.3 An ninh, an ton, phng chng chy n
- Thc hin tt cc quy nh v an ninh, an H, R, M, F 1(*), 2(*), 3(*),

ton, phng chng chy n
4(*), 5(*)
- H thng camera khu vc cng cng (hnh H, R, M, F 3, 4, 5
lang bung ng, snh l tn, nh hng...)
CH THCH:
H khch sn
R khch sn ngh dng
M khch sn bn ng
F khch sn ni
(*) tiu ch phi t

KNLNNVN Khung nng lc ngoi ng Vit Nam
63
TCVN 4391:2015
Th mc ti liu tham kho
[1] TCVN 4319:2012, Nh v cng trnh cng cng Nguyn tc c bn thit k.
[2] TCVN 9506:2012, C s lu tr du lch v cc dch v lin quan Thut ng v nh ngha.

[3] QCVN 10:2014/BXD, Quy chun k thut quc gia v xy dng cng trnh m bo ngi khuyt tt
tip cn s dng.
[4] Thng t s 01/2014/TT-BGDT ng y 24/1/2014 ca B Gio dc v o to Ban h nh Khung nng
lc ngoi ng 6 bc dng cho Vit Nam.
[5] Tiu chun xp hng ca tp on Accor.
[6] Tiu chun Q Mart ca New Zealand.
64

TCVN 4391 2015 PDF

Uploaded by

Document Information

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

TCVN 4391 2015 PDF

Uploaded by

Copyright:

Available Formats

TCVN TIU CHUN QUC GIA

1 Phm vi p dng ............................................................................................................................... 5

2 Thut ng v nh ngha ................................................................................................................... 5

3 Phn loi, xp hng khch sn ......................................................................................................... 7

6 Phng php nh gi .................................................................................................................... 36

Ph lc A (quy nh) Ni dung v thang im nh gi xp hng khch sn ....................................... 38

Th mc ti liu tham kho.................................................................................................................. 64

TCVN 4391:2015 thay th TCVN 4391:2009.

TCVN 4391:2015 do Tng cc Du lch bin son, B Vn ha,

TIU CHUN QUC GIA TCVN 4391:2015

Trong tiu chun ny p dng cc thut ng v nh ngha sau:

C s lu tr du lch c xy dng thnh khi, m bo cht lng v c s vt cht, trang thit b

[TCVN 9506:2012, nh ngha 2.3 c sa i]

Khch sn ngh dng (resort)

[TCVN 9506:2012, nh ngha 2.3.9 c sa i]

Khch sn ni (floating hotel)

C s lu tr du lch neo u trn mt nc v c th di chuyn khi cn thit, m bo cht lng v

[TCVN 9506:2012, nh ngha 2.3.7 c sa i]

C s lu tr du lch c xy dng thnh khi gn ng giao thng, c bi xe nhm phc v nhu

[TCVN 9506:2012, nh ngha 2.3.8 c sa i]

Bung ng (hotel room)

Bung ca khch sn c phng ng v phng v sinh.

Bung c bit cao cp (presidential suite/royal suite/ambassador suite)

Tng phc v c bit (Executive floor)

Khu phc v c bit (Executive Lounge )

[TCVN 9506:2012, nh ngha 3.9.4 c sa i]

Phng hi ngh (Conventionroom)

[TCVN 9506:2012, nh ngha 3.9.5.1 c sa i]

Phng hi tho (seminar room)

Phng c t 50 n 100 gh, c trang thit b phc v hi tho, hi ngh nh.

[TCVN 9506:2012, nh ngha 3.9.5.2]

Phng hp (meeting room)

Phng c di 50 gh, c trang thit b phc v hp nhm.

[TCVN 9506:2012, nh ngha 3.9.5.3]

3 Phn loi, xp hng khch sn

3.1 Phn loi khch sn

b) Khch sn ngh dng;

3.2 Xp hng khch sn

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

Ni, ngoi tht c thit k, bi tr, trang tr hp l.

4.2 Trang thit b tin nghi

H thng nc cung cp nc sch v nc cho cha chy, c h thng d tr nc, h thng

H thng thng gi hot ng tt.

H thng phng tin thng tin lin lc y v hot ng tt.

T thuc v mt s loi thuc s cu cn hn s dng.

S , bin ch dn v n bo thot him hnh lang.

Cc bin ch dn hng v ch dn chc nng (phng v sinh, vn phng, s tng, s phng).

4.3 Dch v v cht lng phc v

4.4 Ngi qun l v nhn vin phc v

Thun li Thun li V tr rt thun li, d V tr rt thun li, d V tr rt thun li, d

khuyt tt i bng xe ln,

Khch sn bn Ni xe cho Ni xe cho Ni xe cho khch Ni xe cho khch Ni xe cho khch

Bung mt ging Bung mt Bung mt ging n Bung mt ging n Bung mt ging n

01 nh hng 01 nh hng c quy bar. 01 nh hng, c phc v 02 nh hng, c phc v

_ _ 01 phng hp 30 gh Snh ch, ng k khch Snh ch, ng k khch

in thoi k u ging) ging in t t u ging in t t u ging

T ng qun o c n u ging T ng qun o c mc n u ging cho mi n u ging cho mi

cm in an Ti kim ch T lnh hoc minibar Minibar c t cc loi

Thm tri bung ng

kha t dng th kha t dng th

Bng 1 (tip theo)

- Thit k kin trc ph hp vi yu cu kinh H, R, M, F 1(), 2(), 3(*),

- Thit k kin trc p H, R, M, F 3(), 4(), 5(*)

- Li i b v giao thng ni b thun tin, an H, R, M, F 1(), 2(), 3(*),

- C snh n tip H, R, M, F 1(), 2(), 3(*),

- Thun tin cho vic vn chuyn thc n n H, R, M, F 2(), 3(), 4(*),

- Kho bo qun nguyn vt liu, thc phm H, R, M, F 2, 3, 4(), 5()

- Phng lm vic ca ngi qun l v cc b H, R, M, F 2(), 3(), 4(*),

- Thun tin i li v m bo an ton thot H, R, M, F 1(), 2(), 3(*),

- Quy l tn H, R, M, F 1(), 2(), 3(*),

- Bn cu H, R, M, F 1(), 2(), 3(*),

- Ging n 0,9 m x 2 m H, R, M, F 1(), 2()

- Ging n 1,0 m x 2 m H, R, M, F 3(), 4()

- Ging i 1,6 m x 2 m H, R, M, F 1(), 2(), 3(*),

- cm in an ton u ging H, R, M, F 3, 4(), 5()

H, M, F 1(), 2(), 3(*),

H, M, F 1(), 2(), 3(*),

H, M, F 1(), 2(), 3(*),

- Tng bng vt liu khng thm nc 1(), 2(), 3(*),

- Sn lt bng vt liu chng trn H, R, M, F 1(), 2(), 3(*),

- Thng rc c np H, R, M, F 1(), 2(), 3(*),

+ Cc H, R, M, F 1(), 2(), 3(*),

- B t chu ra mt H, R, M, F 3(), 4(), 5(*)

- Bn gh, micro, n in cc loi H 3(), 4(), 5(*)

- Bn gh H, R, M, F 2(), 3(), 4(*),

- S , bin ch dn thot him H, R, M, F 1(), 2(), 3(*),

- m bo thng thong H, R, M, F 1(), 2(), 3(*),

- Cung cp nc sch v nc cho cha H, R, M, F 1(), 2(), 3(*),

- T ba tng tr ln c thang my dnh cho H, R, M 3, 4(), 5()

- H thng phng tin thng tin, lin lc y H, R, M, F 1(), 2(), 3(*),

- Cung cp in 24/24 h H, R, M, F 1(), 2(), 3(*),

- C quy trnh phc v khch ca khch sn H, R, M, F 1, 2, 3, 4(), 5()

- Phc v ng quy trnh k thut nghip v H, R, M, F 1(), 2(), 3(*),

- Hng dn khch bo v mi trng (t H, R, M, F 1, 2, 3(), 4(),