Bao Cao Thuc Tap Nam 3

5/25/2018 Bao Cao Thuc Tap Nam 3

1/27

Bo co thc tp nm 3TRNG HDL VN LANG

KHOA DU LCH

QUN TRNH HNGKHCH SN

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Bo co thc tp nm 3

BPHN HOUSEKEEPING

KHCH SN EQUATORIAL HCH

MINH

Hv tn: Phng ThMinh Vng

Lp: K16 _ D01

MSSV: D104332

Nm hc 20122013


2/27

Bo co thc tp nm 3LI CM N

hon thnh bi bo co ny em nhn c nhiu sgip tpha nh trng

cng nh khch sn Equatorial.

Trc ht em xin gi li cm nn Ban Gim Hiu trng HDL Vn Lang,

khoa Du Lch to iu kin cho em c i thc tp v c nhng tri nghim

su sc.

Tip theo em xin gi li cm n chn thnh n qu khch sn Equatorial tip

nhn em vo thc tp. c bit l n ch Nguyn Thanh Phc - HouseKeeping

Manager - ngi hng dn nhit tnh v phn bcng vic cho em trong sut

thi gian thc tp. V tt ccc c, ch, anh, chtrong bphn HouseKeeping

quan tm gip em hon thnh nhng nhim vc giao.

Cui cng em xin gi li cm n n tt cthy c bmn truyn t nhng

kin thc qu bu gip em p dng vo mi trng thc tin trong khch sn v

to iu kin thun li cho em trong qu trnh hon thnh bi bo co ny.

Trong qu trnh thc tp cng nh lm bi bo co kh trnh khi nhng sai st. Rt

mong qu khch sn v thy c bqua v chdn thm cho em.

Xin chn thnh cm n!


3/27

Bo co thc tp nm 3LI MU

Housekeeping l mt bphn quan trng v c xem l tri tim ca khch sn.

hiu r vbphn, vnhim vcng vic cng nh nhng yu cu ca bphn

ny, em mun c c hi thc tp bphn ny hc hi.

Qua phng vn, do p ng c yu cu ca cng vic, em c nhn vo b

phn HouseKeeping ca khch sn Equatorial hc tp thc t. Trong thi gian

thc tp 2 thng, em tip thu c nhng kinh nghim thc tcng nh hiu r

c tnh cht, yu cu cng vic ca bphn HouseKeeping v nghip v lm

phng, Laundry ( git/ i ), Uniform ( ng phc ),

Bi bo co ny sgii thiu vkhch sn cng nh bphn em thc tp,

nu ln mc ch, ni dung thc tp, kt qu, kin ngh, vvic thc tp ca em.


4/27

Bo co thc tp nm 3I/ Mc ch ca vic thc tp:

Thc tp l mt khu quan trng trong qu trnh hc, n gip sinh vin rt ngn

khong cch gia l thuyt v thc tin. V n cng c vai tr quan trng hn i vi

mt sinh vin chuyn ngnh Qun tr Nh hngKhch sn nh em.

Thng qua t thc tp, n gip cho em tip cn v hc hi mi trng thc t l

khch sn. Qua , em c th cng c, vn dng tng hp cc kin thc hc v b

phn Housekeeping vo thc hnh cc k nng, cng vic thc tca b phn trong

khch sn. T c th so snh, rt ra kt lun v cc kin thc c hc vi thc

tin trong khch sn. Gip em hiu r, nhn thc su hn v cc kin thc chuyn mn

c hc v b phn. Hn na, vic thc tp gip cho em c thm kinh nghim vchuyn ngnh, c bit n gip em rn luyn tc phong lm vic, thch nghi vi mi

trng v vn ha ca khch sn. Thm vo , thng qua qu trnh thc tp s gip

em m rng thm cc mi quan h, rn luyn cc k nng giao tip, ng x trong cc

mi quan h ti khch sn. V t gip em c th rt ra kt lun v c thm bi hc

kinh nghim cho bn thn. Cui cng, vic thc tp gip cho em c dp hc hi v trau

di thm cc k nng mm cn thit cho ngh nghip tng lai sau khi tt nghip ra

trng.

II/ Gii thiu c quan thc tp:

1. Gii thiu khch sn Equatorial H Ch Minh:

* V Tr:

Khch sn Equatorial ta lc trn ng Trn Bnh Trng, giao thng rt thun

li v y l ni gip ranh gia 4 qun trung tm ca thnh ph H Ch Minh l qun

1, qun 3, qun 5 v qun 10. Khch sn nm gn vi ch Ln, ni c coi l China

Town ca Vit Nam. T khch sn n sn bay Tn Sn Nht ch khong 30 45

pht, xung quanh lcc khu thng mi, ti chnh, khu mua sm, khu vui chi gii tr

v cc hp m ln ca thnh ph H Ch Minh.


5/27

Bo co thc tp nm 3a ch: 242 Trn Bnh Trng, Q. 5, Tp H Ch Minh.

* S hnh thnh, quy m:

Khch sn Equatorial H Ch Minh thuc s qun l ca tp on khch sn quc t

Equatorial, c thit k sang trng vi nhng dch v cao cp bc nht. Equatorial

H Ch Minh l d n khch sn t chun quc t 5 sao, lin doanh gia Cng ty

Dch v tng hp Hong Vit v Cng ty Planergo (Hng Kng). Bt u hot ng t

thng 9/1996, Equatorial H Ch Minh l mt trong nhng khch sn t tiu chun

ca quc t vi quy m 11 tng , 333 phng, 2 nh hng, 1 khu tp th dc, Spa, h

bi, beauty salon v 1 khu Business centre . Vi sc cha 1.000 ngi, khch sn

Equatorial c nh gi l mt trong nhng nilu tr bc nht ti Si Gn.

Equatorial HCh Minh gm 7 outlet phc vn ung v gii kht, ni bt nht l

Chit Chat at the caf , Chit Chat corner v OrenticaSeafood . V mt sout let

khc nh : OV Club , Lobby Lounge , Pool Bar Snacks, sandwiche ,

Chit Chat at the caf : mang li cho khch hng mt khng kh mt m, ti

mi theo xu hng hin i. Phc vhn 60 mn buffet ca nhiu quc gia khc nhau.

Chitchat at the corner : l ni gp g, hp mt bn b v thng thc c ph

m hng v tphng php ch bin chnh thng t ht c ph Arabica v

Robusto. Ngoi ra, bar cn phc v cc loi smoothies v nc tri cy nhit i

phong ph.

Orientica Seafood : phc vcc mn hi sn ti sng c chbin bi u

bp ni ting trn thgii, mang li cho thc cnh cm gic mi l.

OV Club : Casino nm ti snh khch sn, phc vnhu cu gii tr cng nh

n ung ca khch trong v ngoi khch sn.

Lobby Lounge : phc vn ung cho khch lu tr trong khch sn ti 2 tng

VIP: tng 10 v 11.


6/27

Bo co thc tp nm 3 Pool Bar Snacks, sandwiche : phc vgii kht v thc n nhcho khch ngay

ti khu vc hbi.

Ngoi ra, khch sn cn snh tic rng ri sc cha ln n 1000 ngi phc vtic

v hi ngh.

* Cc loi phng trong khch sn:

- Deluxe Room vi din tch 32m2

- Equator Club Deluxe - 32m2

- Equator Club Executive Deluxe - 38m

2

- Premier Room - 38m2

- Executive Suite - 70m2

- Senator Suite - 102m2

- Presidential Suite - 128m2

* Cctin ch trong phng :

- in thoi quc t.

- Truyn hnh vtinh.

- Hthng in an ton, n nh.

- Phng tm rng, my sy tc.

- Bng iu khin in tu ging.

- Safe box, minibar, my un nc, pha tr, c ph.

- iu ha nhit .


7/27

Bo co thc tp nm 3Cc tin nghi khc nhm phc vti a nhu cu ca khch hng nh : bbi ngoi

tri vi Sunken Bar, phng tm hi, Sauna, Jacuzzi, phng tp thhnh, trung tm gii

tr, phng tp th dc vi y cc trang thit b, phng tp Aerobics, trung tm

massage Equinox,...

* Cc iu khon v iu kin ti Equatorial HCh Minh:

- Gi phng ti Equatorial bao gm phc vn sng v sdng cu lc bGym.

- Gi extra bed: 45 USD.

- Check in: 2:00 pm v Check out : 12:00 pm.

- Khch sn chgiphng n 6:00 pm trong trng hp khng t cc trc.

- Ga phng cha bao gm 5% ph phc vv 10% VAT.

- Chp nhn sdng cc loi thngn hng ( visa, master card, ).

* S C Cu TChc Trong khch sn


8/27

Bo co thc tp nm 3

Di GM ( GeneralManager ) gm 10 b phn khc nhau vi chc nng v nhim

v ring cho tng b phn. Mi trng b phn c trch nhim h tr qun l b phn

trc thuc v chu s ch o trc tip ca GM. Cc b phn chc nng c trch nhim

thi hnh nhim v c giao v lm c vn cho gim c v cc lnh vc hot ng

ca mnh. ng thi c trch nhim gin tip tham gia cng cc n v nghip v khc

trong hot ng sn xut kinh doanh ca ton khch sn.

* T chc nhn s :

- General Manager: C nhim vqun l trc tip khch sn, mi vn ca khch

sn u phi thng qua General Manager v y l ngi c quyn quyt nh tt c

mi thng tin xl trong khch sn.

- Director of room: chu trch nhim qun l Fitness center, Housekeeping v Front

Office.

+ Fitness center: qun l cc dch vth gin v chm sc c nhn, phc vnhu cu

ca khch nghti khch sn cng nh nhu cu ca khch bn ngoi , bao gm BeautySalon, Spa, phng tp thdc, hbi,.


9/27

p p g p

Bo co thc tp nm 3+ Housekeeping :chu trch nhim vvic dn dp phng cho khch, vsinh chung

ca khch sn v git gi drap, ng phc nhn vin,.

+ Front Office: l bphn tin snh bao gm Reception, Reservation, Operator v

Concierge.

Reservation: tip nhn thng tin t phng ca khch hng, nhp thng tin vo

hthng v truyn nhng thng tin cn thit cho cc bphn khc.

Reception: nhn nhim vn tip khch, thanh ton tin, tip nhn yu cu s

dng dch vv phn hi ca khch ng thi truyn nhng thng tin cho cc bphn

khc. Ngoi ra khi khch lin htrc tip thu phng ti Reception, th bphn ny s

kim tra ngay trn hthng tm nhng phng cn trng sp xp cho khch.

Operator ( Tng i ): nhn cc cuc gi tbn ngoi v trong ni bkhch sn,

qun l cc cuc gi ca khch hng ang lu tr ti khch sn chuyn cho bphn

Reception thanh ton.

Concierge: c nhim vkhun vc hnh l, cung cp cc thng tin dch vu gii

tr, th gin, xc nhn v my bay v tour du lch cho khch c nhu cu,

- Finance controller ( Kton ): qun l thng tin ti chnh, thu chi trong khch sn,

theo di cng n v lp bo co hng thng doanh thu ca khch sn v ng thu

kinh doanh cho khch sn.

- Sales & Marketing: qun l v gii thiu vi khch hng nhng sn phm dch v

ca khch sn.

- F&B ( Food and Beverage): cung cp cc dch v n ung, i tic bao gm

Restaurant & Bar, Banquet v Chief.

- Human Resources ( Nhn s): qun l thng tin nhn vin v tuyn dng thm nhn

vin khi cn thit, tchc cc kho hc o to nng cao chuyn mn.

- Security( Bo v): gign an ninh v trt ttrong khch san.


10/27

Bo co thc tp nm 3- Engineer ( K thut ): chu trch nhim sa cha, bo tr cc trang thit b trong

khch sn.

2. Gii thiu bphn Housekeeping ca khch sn Equatorial HCh Minh:

Cng ging nh cc khch sn khc, bphn Housekeeping ( bung / phng ) ca

khch sn Equatorial HCh minh l mt bphn quan trng v c xem l tri tim

ca khch sn.

Bphn Housekeeping chu trch nhim vvic dn dp phng cho khch, vsinh

chung ca khch sn v git i cc hng linen, ng phc nhn vin,.S sch s,

tm tt ca khch sn tc ng trc tip n doanh thu v khnng li ko khch

quay tr li. V nu khng c bphn bung / phng th khch sn khng thcung

cp cho khch hng nhng thm chc thvo khch sn, khch hng mi c th

nhn c: Mt khng kh thn thin v c cho n nng nhit cng vi s tin

nghi, sang trng m n mang li.

B phn Housekeeping khch sn Equatorial H Ch Minh bao gm 4 b phn

nh: Laundry ( git, i ), phc vphng, Uniform ( qun l ng phc cho nhn vin

), PAPublic Area ( vsinh khu vc cng cng ).

-Laundry ( git i ):git, i tt ccc hng linen ( vi ) trong khch sn: sheet, duvet,

o gi, uniform, napkin ( khn n ), khn bn, m bo cho chng lun trong tnh

trng sch s, tm tt. Ngoi ra b phn Laundry cn cung cp dch v git i cho

khch hng khi h c yu cu.

- Phc v phng: chu trch nhim v sinh, dn dp, chun b trang vt dng trong

phng khch.Nhng dch v do b phn phng cung cp th rt quan trng v khch

hng lun xem xt k kt qu lm vic ca b phn ny mi ln h bc vo phng.

Thng thng th cht lng ca mt khch sn c nh gi da trn hiu qu lm

vic ca b phn lm phng. Do , hc o to bi bn mang li nhng dch

vtt nht cho khch hng v lm vic mt cch chuyn nghip cng nh mi bphn

khc. Bn cnh , dch vm ngi Housekeeping mang li cng gp mt phn tc

ng n doanh thu v khnng thu ht khch hng quay trli khch sn.


11/27

Bo co thc tp nm 3- Uniform ( qun l ng phc ca nhn vin ): may, phn pht, sa cha ng phc

cho nhn vin trong khch sn.

n tng u tin khi bc vo mt khch sn l nhn vin ca khch sn. B ng

phc sch s ca nhn vinng vai tr quan trng trong vic to ra mt hnh nhchuyn nghip cho khch sn. Do cng vic ca nhng ngi lm qun l ng

phcnhn vin cn phn nh c cht lng ca khch sn qua v b ngoi ca cc

nhn vin.

-PAPublic Area: lm v sinh, dn dp khu vc cng cng ca khch sn ( tin snh,

lobby, locker, ). Gp phn xy dng mt b mt sch s, tm tt, hon ho cho

khch sn.

III/ Ni dung thc tp:

t thc tp ca em din ra trong vng 2 thng ( tngy 04 / 07 /2012 n ngy

31/ 08 / 2012 ). Mt ca thc tp ca em gm c tm ting, ton bl ca sng. Mt tun

em thc tp 6 ngy, ty theo sphn cng ca Trng bphn m c tun em c

nghthby, c tun l chnht.

1. Lm phng:

* 9 bc lm phng khch sn Equatorial HCh Minh:

- Bc 1: Kim tra k hiu DND ( Do not disturb ) ca phng ca khch.

- Bc 2: Mca phng, kim tra tt cn, cc knh tivi, kim tra c ti sn c gi

trno khng ( vng, tin, trang sc,). Nu c th bo tin cho Supervisor:

+ Khng c xm phm n bt cmn no.

+ Dng vic dn dp.

+ Ra bn ngoi phng chSupervisor, bo v, FO ( Assistant ) Manager.

Nu khng c ti sn g th tip tc thc hin bc 3.


12/27

Bo co thc tp nm 3- Bc 3: Tho cc vi d v khn d

+ rc, ngm ly.

+ em vi sch v ging ha cht.

- Bc 4: Treo th ang trong quy trnh dn dp v mh ca.

- Bc 5: Lm ging.

- Bc 6: Dn dp nh tm.

- Bc 7: t khn, nhng tin nghi, nc khong, c ph, theo tiu chun.

- Bc 8: Lau bi v ht thm.

- Bc 9: Kim tra ln cui ( trc khi ng ca phng ).

* Quy trnh cthlm vsinh phng khch:

- n phng khch nu thy tn hiu DND ( Do not disturb ) ca phng khch th

khng nhn chung.

- Nu khng thy tn hiu DND th nhn chung v ni: Housekeeping ( nhnchung v bo Housekeeping 2 ln). Nu khng thy tn hiu tr li th ly cha

kha tmca. Khi mca th mtt, mkhong 15 cm khi khng thy vn g

mi c m hn. Tuyt i khng ng ca khi lm v sinh. Sau ly vt dng ( o

gi, sheet, duvet, khn, ) trn xe y vo, bt n, ko rm, m ca s cho thng

thong, bt iu ho.

- Thu gom vi bn: o gi, sheet, duvet, khn. Kim tra xem khch c git lkhng, nu c th gi in thoi bo cho bphn Laundy ln phng ly.

- Thu gom rc thi em ra ngoi, em ti nilon sch vo bao li thng rc. em ngm

ly, cc bn.

- em vi sch ( duvet, sheet, o gi, khn ) v ging ha cht vo phng.

- Lm ging:

+ Chun bdng c:sp xp theo tht: tm sheet, duvet, o gi, bed runner ( tm

phtrang tr ging ).

+ Dng u gi ca mnh ta vo gc ging khuu gi v dng sc y ging ra


13/27

+ Dng u gi ca mnh ta vo gc ging, khuu gi v dng sc y ging ra.

Bo co thc tp nm 3Lu : khng nn dng tay ko ging ra v nh vy srt kh ko ging ra

c v c thnh hng xu n sc khe ( nht l vct sng ).

+ Kim tra v sa li bedpad ( tm m ) cho thng vi ging.

+ Tri sheet:

Kim tra li tm sheet c bn ch no khng. Nu c th thay tm khc.

ng chn ging, cm sheet v tungln v pha u ging, iu chnh sao

cho tm sheet tri phng u.

i v pha u ging, mt tay nng m ln, tay kia git phn sheet u

ging xung di m, sau b gc ngang ri tn ga xung di m pha thnh

ging. Gc cn li uging cng lm tng t.

Xung di chn ging khuu u gi, y ging st vo tng ri chnhcho phng. Sau git ngang sheet di xung di m ri b gc. Tn nt phn

ga cnh ging.

+ V duvet:

Kim tra tm duvet c cnbn hay rch ch no khng.

Tri thng tm mn ln ging.

Lung tay vo duvet v cho mn vo sao cho cc mp ca n va vi cc cnh

ca tm duvet. Sau dng sc gi v pha u ging v ko cng n v 2 pha. Pha

u ging gp xungkhong 10-15 cm, pha cui ging phn 2 bn cnh tn vung

gc . Cui cng chnh v ko li cho thng.

+ V o gi v t gi:

Kim tra o gi c cn dnh vt bn no hay khng.

Lung tay vo o gi o gi khng b dnh. Bp nh 2 u rut gi, nht vo

trong v gi. Sau nht nt phn cn li vo ri lp chnh cho gi cn.

Lu : khng cho rut gi bn trong b gp li v c nhng np gp.

Dng 2 tay cm 2 gc ca gi v t t t ln ging sao cho vin gi di

t vo bn trong v t gi sao cho cn i vi ging.


14/27

Bo co thc tp nm 3+ Nu l phng out th t thm gi trang tr v bed runner ( tm ph trang tr ging

). Bed runner c tri pha chn ging v cch mp ging khong 25 cm.

=> Bi hc: Trc khi tri ging th phi m bo c dng c, kim tra cc loi

c sch s hay cha trnh trng hp tri xong cc th th pht hin chng b dnh

bn. Vic lm ging phi m bo ng k thut, hn ch vic di chuyn nhiu tit

kim thi gian v trnh mt sc.

- Dn dp nh tm:

+ M ca, bt n, bt qut thng gi, x nc toillet.

+ Thu gom cc ph thi, rc.

+ C ra ly , tch.

+ Ly ha cht vo toilet, bath tub ( bn tm nm ), lavabo.

+ Dng ming gi lau, sau xt nc tri i ha cht. Dng gi kh lau li.

+ Dng gi kh lau king. Sau lau sn nh, ca.

+ Sp xp li mi th v b sung nhng vt dng cn thiu sao cho m bo c : 7

ci khn ( 2 khn tm, 2 khn tay, 2 khn mt, 1 khn chn ), 2 cun giy v sinh, 2

cc x bng, 3 shampoo ( du gi ), 2 sewing kit ( kim ch ), 2 tooth brush ( bn chi

nh rng ), 1 comb ( lc ), 1 cotton bud ( bng ry tai ), 2 ly sc ming c ming

y, 1 hp khn giy.

- B sung thm cc vt dng cn thit cho s lng: 2 gi tr, 2 ng trng, 2

ng n king, 2 sa, 2 c ph, 2 chai nc, vit bi, vit ch, s ghi chp,

- Tin hnh lau bi: lau bi t trn xung di, tri qua phi, trong ra ngoi. S dnggi m lau ri sau dng gi kh lau li. Sau dng my ht bi ht thm, sn nh

tm.

Lu : c bit i vi bn king th phi dng nc lau king v gi kh lau.

Khi lau khng c c qu xt trnh lm xc b mt king, tuyt i khng li

du vn tay hay vt bn no.

- Tin hnh kim tra ln cui. Rt th in v ng ca li.


15/27

Bo co thc tp nm 3=> Bi hc cho vic lm phng: Phi chun b y dng c trc khi lm phng.

V vic lm phng cho php thc hin t 15 n ti a l 30 pht nn phi thc hin

theo ng quy trnh k thut tit kim thi gian v trnh trng hp lm thiu cng

vic. Kim tra l bc quan trng v khng th thiu trong quy trnh ny.

2. Laundry:

* i bng my Form Finish: dnh cho i jacket ( o vest ), bathrope ( o chong tm ).

- Kim tra chng sch cha, c bh hi g khng.

- t o ln my:

+ Ch vai o phi ng vi vai ca ngi nm.

+ Dng kp githn sau, 2 sn o v 2 tay o.

- Nhn nt cho hi vo.

- Khi hi xung th ly tt ckp ra.

+ Kim tra li cht lng ca o sau khi thi.

+ Mang o ra khi form v i li bng bn i ( nu cn ).

- Treo o ln mc o.

* i bng bn i: dnh cho ng phc ca nhn vin.

- Kim tra o c c git sch cha, c rch chno khng.

- i theo tht: c- taythn o.

- Treo ln mc.

- Kim tra li chno cha thng th tut li.

- Ci nt o li.

* i v xp Sheet, Duvet:

- Khi i phi ko cho 2 u tht cng khng lm cho tm sheet / duvet bdn chnhgia.


16/27

Bo co thc tp nm 3- iu chnh tc i ca my.

- Xp sheet / duvet bvo tv phi ghi slng vo stheo di.

Ch : khi xp sheet / duvet th cgng khng lm nhn, nhng tm no sau khi git

i vn cn bn th bra ring bn ngoi ty li.

* i ly bn ca khch xung git i:

- Theo syu cu ca cc Housekeeper th ly ca khch c nhu cu git i.

- in vo form: ngi giao bn, gi, ngy, sphng, tn khch, k tn ).

* Ngoi ra, em cn i napkin ( khnn ), tp d, khn tri bn, dy ct gh, mn

ca, o gi,; xp v phn loi o gi, bc gh.

3. Uniform:

- Phi bit phn bit cc k hiu trn ng phc ca nhn vin v sp xp chng theo

bphn v theo stht:

+ EQ: ng phc ca nhn vin Spa: o ngn tay, mu cam; qun lng, mu nu.

+ HK: ng phc ca nhn vin Housekeeping: o ngn tay mu xm, qun mu

nu en.

+ FO: ng phc ca nhn vin Tin snh: o trng bng, o vest v vy ty xanh

en ( i vi n); o vest xm, qun ty xm ( i vi nam ).

+ SM: ng phc ca nhn vin Sales & Marketing: o s mi di tay, cc vin

sc xanh, vy ty en ( i vi n); o s mi xanh, qun ty en ( i vi nam ).

+ CC: ng phc ca nhn vin nh hng Chit Chat: o s mi mu cam di tay,

qun ty en.

+ OR: ng phc ca nhn vin nh hng Orentica: o vest trng, qun ty en.

+ ST: ng phc ca nhn vin ra chn: o s mi tm ngn tay, qun ty en.


17/27

Bo co thc tp nm 3+ HR: ng phc ca nhn vin bphn Nhn s: ging nh ng phc ca nhn

vin Sales & Marketing.

+ SE: ng phc ca nhn vin Bo v: o s mi vng di tay, qun ty en.

+ EN: ng phc ca nhn vin Kthut: o v qun xanh.

+ CF: ng phc ca nhn vin Housekeeping phc vtng VIP ( tng 10 & 11 ).

- Vo nt o ( xen k).

- Treo vo kho theo ththoc xp vo ttheo bphn v stht.

- Cp, pht cho nhn vin. Lu : pht theo ng bphn v stht.

- Kim tra, sa cha nt, khuy, cho cc bqun o bhng.

4. Xp khn, bathrope ( o chong tm ):

- Phn loi khn tm ( khn ln, khn nh, khn mi, khn c ), khn chn ( khn di,

khn ngn, khn c vin ), khn tay ( khn ln, khn nh ), khn mt, bathrope ( ngn,

di, mng ).

- La ra nhng khn no git m vn cn vt bn th em ra ty.

- Xp khn: khi xp khn khng cho mc hay vin khn lra ngoi. Trong khi xp,

ct ch bs( nu c ).

- Lun dy vo bathrope. Sau xp lm ba theo chiu di.

- Xp khn, bathrope bvo xe lng, ring khn mt th bvo kho.

5. Fill khn v bathrope ( o chong tm ):

Vic fill khn v bathrope gip m bo cc lu c khn v bathrope cho

Housekeeper s dng. Mi lu u c 2 t st t dng c cho Housekeeper s

dng cho vic lm phng: khn ( khn tm, chn, tay ), bathrope, giy vsinh, ncsui, du gi u, du x,


18/27

, g , ,

Bo co thc tp nm 3- Ly khn sch v bathrope c xp sp ngn np bvo xe lng v em ln fill

ttng 4 cho n tng 10. c bit i vi tng 11 ( VIP ) th cc Housekeeper tly

khn v bathrope nn khng cn fill khn tng 11.

- Mca cc tst v ttbkhn vo tst. Khi bkhn vo tst th nn cnthn khng cho khn bri xung nn nh trnh lm bn. V vic em khn txe

lng cho vo t phi ngn np, trnh lm cho khn nhn nheo s gip cho cc

Housekeeper ddng ly. Vic fill khn phi ty vo slu m nn fill khn no cho

ng.

+ Khn tm:

Khn tm ln: tng 8, 9, 10.

Khn tm nh, c: tng 4, 5, 6.

Khn tm nhmi: tng 7, 10.

+ Khn chn:

Khn chn di: tng 7, 8, 9.

Khn chn ngn, c: tng 4.

Khn chn ngn, mi: tng 10.

Khn chn c vin: tng 5, 6.

+ Khn tay:

Khn tay nh: tng 4, 5, 6, 7, 8, 9.

Khn tay ln: tng 10.

+ Bathrope:

Bathrope mng: tng 5.

Bathrope ngn: tng 4, 5, 6.

Bathrope di: tng 7, 8, 9, 10.


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Bo co thc tp nm 3Sau khi fill y khn xong, ng ca tst li.

6. Tho v lp mn ca:

- Tho mn ca:

+ Mi phng c 3 lp mn ca: 2 tm mn ngy ( mng, mu trng ), 2 tm mn

m ( dy hn mn ngy, mu hng ) v 2 tm mn trang tr ( dy nht, mu xm ).

Thttho cc mn ra git: mn trang tr -> mn m -> mn ngy.

+ Khi tho mn ra th phi cc mc st ring ra, sau dng bt bi ghi ln gc

mn ca sphng v vtr ( bn tri hay bn phi ca sca phng ). Mc ch ca

vic lm ny l trnh lm tht lc mn khi git v to iu kin ddng cho vic lp li

vo.

+ Sau khi tho mn ra th em gom v em xung bphn Laundy git i.

- Lp mn ca:

+ Sau khi nhn mn ca c git i tbphn Laundry th tin hnh em ln

phng khch lp vo.

+ Lp cc mc st vo mn ca theo ng sphng v vtr. Ch : trong qu trnh

lp cc mc st vo mn ca th khng mn ca bnhn v tuyt i khng mc

st tht lc v ri rt trong phng khch.

+ Thtlp mn vo: ngc li so vi khi tho ra ( mn ngy - > mn m - > mn

trang tr ).

+ Dng mc st ln cnh mt u mn ca vo khung trn trn nh, tip nl gn cc mc nhvo v sau cng l cnh mn bng mt mc st ln.

+ Sau khi lp mn vo th: i vi mn ngy th ko 2 bn mn vo st vi nhau,

mn m th ko chmt phn ( khong bng mt phn ba ca mt bn mn ngy ),

mn trang tr th ko li bng vi mn m v dng dy vt qua mt bn.

* Ch : vic tho v lp mn ca ch c thc hin i vi cc phng khng c

khch .


20/27

Bo co thc tp nm 3- Sau khi lp mn ca xong th chnh chng li cho ngay ngn. Kim tra xem thc

cn mc st no c cn st li hay khng. Cui cng l dng gisch lau li bi ( bi

c trong qu trnh tho v lp mn ): dng gi m lau sau dng gi kh lau li.

Kim tra li ln cui, sau rt thin v ng ca phng khch li.

7. i ly khn mt:

Ty theo phn cng ca Trng bphn, khong 11 gi tra bt u i ly khn

mt bn phng khch xung giao cho bphn Laundry git. Vic i ly khn mt

bt u i tlu 11 xung ngc lu 4 ca khch sn.

- n cc phng c Housekeeper ang dn dp thu khn mt. m slng khn

m cc Housekeeper giao ri ghi ch no mt cun snh: tn ngi giao, slng.Vic ghi ch nh vy sgip cho vic tr li khn mt cch ddng v trnh nhm

ln. Sau khi ghi ch, thu gom khn mt bn bvo ti nilon v em xung cho em

xung cho bphn Laundry git.

- Khong 13 gi xung Laundry ly khn mt c git sch ln tr li cho

Housekeeper.

Skhn mt trli = skhn m cc Housekeeper nhn vo lc nhn caskhn mt

bn thu git.

* Lu : skhn mt trli phi ng v ng vi ngi nhn.

8. em hoa ln t vo phng:

- Sau khi ly cc bnh hoa di phng hoa th em ln t vo phng Honey Moon.

- t bnh hoa sao cho hng chnh ca bnh hoa hng ra ca phng.

- Sau vo phng vsinh, xtrc nc vo bn tm nm ( iu chnh nc sao

cho m va ). Tip theo l ri hoa ti vo nc x.

- Kim tra li ton b, xt khmi ( xt ttrn xung di ) cho phng.

- Rt thin v ng phng khch li.

9.Lau chi cc bng sphng khch:


21/27

Bo co thc tp nm 3- Dng c: hai ming gilau sch ( mt tm m v mt tm kh ). Hai ming gi

phi mm khi lau khng lm xc bng sphng.

- Cch thc hin: Dng ming gim lau bng sphng, sau dng gikh lau li.

Lu : khng c cxt mnh trnh lm xc bng sphng.

10. Linen:

- Tn dng cc khn, duvet, o gi, c, ct chng ra v vt slm gilau.

- Kim tra cc blanket, duvet: ci no sch th bvo kho, ci no cn d th dng

bng keo dn vo chd lm du v sau em xung ty v git li.

IV/ Kt qut c sau khi thc tp:

Sau 2 thng thc tp ti khch sn Equatorial HCh Minh gip em mrng

tm nhn, hiu bit thm vmi trng lm vic trong khch sn c bit l khch sn

5 sao ( cch thc tchc, hot ng ). Qua , gip em tip cn, hc hi v tng bc

lm quen vi mi trng lm vic thc t. T gip em trau di, bsung thm cc

kin thc ca mnh khng chring vlm phng, m thm vo l cc kin thc v

git i, uniform, V n gip em rt ra c nhng kt lun, bi hc kinh nghim

cng nh thc tin cho bn thn mnh. Khng phi l thuyt lc no cng p dng

ng vo thc tcng vic, ty vo thc tcng vic khch sn m vic p dng l

thuyt no cho ng. Thm vo , thc tp gip em nhn thc v hiu r hn v

cc kin thc c hc, gip cho em c thm kinh nghim vchuyn ngnh. c

bit, n gip em rn luyn tc phong lm vic, thch nghi vi mi trng v vn haca khch sn. Thm vo , thng qua qu trnh thc tp gip em mrng thm

cc mi quan hmi cng nh trnn thn thit, gn kt hn vi cc bn ca mnh

thng qua vic trao i, gip ln nhau trong sut qu trnh thc tp ti khch sn.

Cui cng, vic thc tp gip cho em c dp hc hi v trao di thm cc k nng

mm cn thit cho nghnghip tng lai ca mnh nh knng giao tip, ng x,

V iu quan trng l tuy thc tp b phn Housekeeping rt nng nhc, vt v


22/27

Bo co thc tp nm 3nhng thng qua vic thc tp gip em hiu hn v cng yu thch vbphn

ny hn.

V/ Kh khn v thun li:

Trc v trong khi thc tp, em gp mt skh khn cng nh thun li sau:

1. Kh khn:

- Kh khn trong vic tm khch sn thc tp v thi gian c qu nhiu sinh

vin c nhu cu thc tp m slng sinh vin m cc khch sn thu nhn l c hn.

- V y l ln u tin xin vic nn em gp mt skh khn trong vic vit CV,

phng vn.

- Thi gian pha khch sn c thng tin phn hi kt quphng vn v c c nhn

vo thc tp khch sn hay khng l kh lu.

- i khi cc kin thc vnghip v c hc cha v chnh xc khi p dng

vo cc knng thc tin. V vic hc cc nghip v trong mt thi gian ngn nn

cha phc vtt cho qu trnh thc tp, khong cch vthi gian gia vic hc nghip

vvi thi gian thc tp cch nhau xa nn kh lng m nhc, phi hc li trong

khch sn.

- Lc y, em gp kh khn trong vic thch nghi vi cng vic nhng sau mi

chuyn din ra bnh thng.

- Cng vic bphn Housekeeping l kh nng v thi gian lm vic kht khe.

2. Thun li:

- c thy c trang bnhng khin thc c bn vbphn bung phng, vcch

lm phng,

- c thy, c tpha Vn phng khoa t vn, cung cp thng tin, cch thc, quy

trnh thc tp, nn cng bt phn no bng.

- c lm vic v hc hi trong mt mi trng chuyn nghip ca khch sn 5 sao.


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c v c v c t o g t t g c uy g p ca c s 5 sao.

Bo co thc tp nm 3- Trong sut qu trnh thc tp, em nhn c squan tm, tn tnh gip ca cc

nhn vin trong b phn Housekeeping ni ring cng nh cc b phn khc ni

chung. Hsn sng cung cp thng tin y khi cn. V cn nhn thm nhiu ng

vin, chia s, gip tcc bn cng thc tp vi mnh.

- Mi ngi u to cm gic gn gi, thn thin, ci m=> to ra mt khng kh lm

vic thoi mi, khng bp lc.

- c khch sn htr2 ba n ( n sang, n tra ), locker.

VI/ Kt lun, kin ngh:

1. Kt lun:

Vic thc tp gip cho chng ta mrng shiu bit, tip cn mi trng lm

vic thc t. i khi khng phi lc no cng p dng rp khun l thuyt vo thc

hnh m ty vo tnh hnh thc tca n vm ta nn vn dng chng mt cch linh

hot v sng to. vic thc tp mang li hiu qu cao, chng ta cn phi c mt s

chun b tt khng nhng kin thc m cn tm l. Vic thc hin cc cng victheo mt quy trnh s gip chng ta d dng thc hin v trnh trng trng hp sai

st, thiu bcdn n kt qu cng vic khng tt. V trc khi thc hin cc cng

vic , chng ta cn phi chun b sn sng y cc dng c ,thit b thc hin.

Bc quan trng, khng th b qua l khu kim tra, kim tra s gip chng ta thng

k cc tt c,em li hiu qu cng vic cao.

i vi mt nhn vin Housekeeping th cn phi lm vic mt cch chm ch, t

m v chu o. Housekeeping tuy l mt cng vic lao ng chn tay nhng chng ta

phi bit sng to, linh hot, khoa hc trong cch thc hin cng vic tit kim thi

gian, tn cng sc nht v em li hiu qu cng vic cao. Hn na, cn phi trung

thc, chn thnh v nhit tnh trong cng vic.

vic thc tp mt cch c hiu qu chng ta nn c tinh thn hc hi, chu

kh, chm ch lm vic. Lm vic mt cch c k hoch, quy trnh c th, c bc

kim tra v kt lun, rt ra bi hc cho bn thn. V chng ta nn tun th theo cc ni


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Bo co thc tp nm 3quy ca n v thc tp, ha ng vi cc hot ng tp th, xy dng thm cc mi

quan h.

2. Kin ngh:

a )Vpha khch sn:

- To iu kin ddng sinh vin vo thc tp.

- Thng bo sm cho sinh vin kt qu c c nhn vo thc tp hay khng

chun bkin thc, tm l,

- To iu kin sinh vin tip xc nhiu cng vic hn hc hi c nhiu hn.

- Htrcho sinh vin thc tp chdng xe.

b) Vpha nh trng:

- Nn tchc kha hc nghip vc thi gian di hn chkhng gi gn trong my

bui chng em c thm kin thc, sthc hnh nhiu hn na.

- a thm chng trnh o to vbphn Housekeeping vcc phn mm qun

l, theo di phng trong khch sn.

- Tchc cc bui t vn vcch vit CV, cch chun b, trli phng vn hiu

qu.

- Bsung thm cc thit b, phng tin cn thit, tiu chun phc vcho vic

lm phng.

- Tng thi lng gio trnh Tourism vo chng trnh hc anh vn sinh vin cthm tngchuyn ngnh, cch thc giao tip, ng xtrong mi trng khch sn.

- Sau khi np bo co cho Vn phng khoa, thy c c thsa bi v gi li cho

sinh vin rt kinh nghim lm cc bi sau tt hn.


25/27

Bo co thc tp nm 3* Hnh nh minh ha:

Tng Vip ca khch sn vi ni tht phng c thit ksang trng bc nht

Deluxe room Premier room

Senator Suite Presidential Suite


26/27

Bo co thc tp nm 3


27/27

Bo co thc tp nm 3

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Bao Cao Thuc Tap Nam 3

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Transcript of Bao Cao Thuc Tap Nam 3