MC LCPhn I3Li m u3Phn II4Ni dung bo co4I.Gii thiu chung v nh hng Nh Hng HIT Club4II.V tr ca HIT Club4III. Qu trnh hnh thnh v pht trin ca Nh Hng HIT Club5IV.Chc nng v nhim v ca Nh Hng HIT Club61.Chc nng:62.Nhim v6V. b my qun l ca Nh Hng HIT Club6VI. nhng thun li v kh khn71.Thun li72.Kh khn73.Chin lc v k hoch kinh doanh ca nh hng82.C cu t chc ca b phn bn v mi quan h gia cc b phn khc86. Nhng mt hng ni tri:97.Ngun khch chnh ca nh hng11VIII. Lit k v lm quen vi trang thit b v mu biu ca nh hng111. Order112. S giao ca:111.Phiu thanh ton134. Cc loi ho n142.Trang thit b b phn bn:166. Trong thi gian thc tp c s dng nhng g16IX .Quy trnh phc v nh hng(thc t v l thuyt)171. Chun b chung172 . Xem thc n chun b dng c Nhn vin phi chun b setup theo ng tnh cht ca mn n, ung.173. Chun b dng c c nhn184 . Cch t bn185. ng tc ua n, ung186. Cch ly Order187. Quan st mt bn188. .Nhim v nhn vin bn183.9. Cch tnh tin1910. G gic lm vic19B . Cng vic chun b trc khi vo lm vic ti b phn bn201.ng phc:20Phn II nh gi kt qu thc tp241. thc chp hnh k lut.242.Kh nng tip cn cng vic.243.Trch nhim v s nhin tnh vi cng vic c giao244.Kh nng ng x vi khch hng245.Tc phong, thi , v quan h vi ng nghip .246.Nhng im mnh c bn247.Nhng hn ch cn khc phc25Phn IV26Kt lun26I.nh gi hnh thc hot ng chung ca nh hng.26II.Nhn thc ca bn thn26

Phn ILi m u Trong thi m ca, nghnh kinh t dch v nh hng khch sn ang pht trin mnh m, c bit l cc th ln, i hi ngi lao ng dch v phi c gi dc ngh nghip mt cch c bn v c h thng. Chnh v th o to c mt sinh vin c c s l thuyt vng vangth vung gcn cha . Thc hnh i vi mt sinh vin khng km phn quan trng, nu khng mun ni n cht lng va kh nng lm vic sau ny ca sinh vin cng nh ca nh tuyn dng. Song iu ny hin ti vn l mt khim khuyt ca nn gio dc nc ta. Nhng vi hon cnh hin nay th chng ta vn phi coi l mt nn qu c mt nn gio dc hin i vt ra ngoi khun kh vi nhng n lc ht mnh ca trng Cao ng Du Lch H Ni, khoa qun tr Khch sn Nh hng khc phc phn no thiu xt ny v k thc tp va qua to cho sinh vin nhng hiu bit, nm bt c nhng kinh nghim chun b cho k thi tt nghip sau gip sinh vin gn c nhng kin thc mnh mi c hc vo thc tin iu ny gip sinh vin nh l thuyt hn v thc hnh tt hn, hng say v vic hc tp hn a hiu qu gio dc tt hn i vi sinh vin. Vi thi gian thc tp 12 tun th bi vit ny khng th ni ln cn k chi tit mi vn chng ta cn din t trong bi do em ch a nhng nt c bn v quan trng ca c s kinh doanh l Nh Hng Hit club lm i tng cho bi bo co ny. Bi vit tuy c nghin cu k lng song khng th khng c nhng thiu xt, em rt mong c s gip gp ca thy c

Em xin chn thnh cm n!

Phn IINi dung bo co

I. Gii thiu chung v nh hng Nh Hng HIT Club Nh Hng HIT Club l mt biu tng ca Cng ty c phn u t v pht trin Vn Hin. Hit Club l mt nh hng hin i, ln, sang trng v lch s vi y trang thit b hin i. Big mt l mt nh hng kiu mi, c xy dng nh mt nh knh, hai tng y vt cht k thut phc v khch n n ung. HIT Club nm : s 239 Xun Thy - Cu Giy - H NiMc ch ca hot ng Hit Club l nh hng thng qua kinh doanh v cm tra vn phng v ung, Nhm khai thc tt nht ngun nhn lc phc v tt nht nhu cu ca khch n vi nh hng v mang li li nhun cho cng ty mnh, ng thi gp phn to cng n vic lm cho ngi lao ng. Hn na s ra i ca Nh Hng HIT Club nh mt bc nh vt trong lng kinh doanh dch v du lch, lm a dng ho loi hnh caf Vit Nam, l im dn l tng cho nhng v khch snh n ung y l ni m cc i gia v tt c cc tng lp dn tr c th lui ti.Trong giai on hin nay vi s pht trin nhanh chng ca nghnh dch v du lch v s quan tm u t ln v c s vt cht k thut, chnh sch nh nc, nghnh dch v du lch c mt v tr ngy cng quan trng trong nn kinh tt quc dn. Chnh v th m cng vic kinh doanh khng ch HIT Club m cn tt c nhng nh hng khc u gp rt nhiu thun li. Hy vng rng vi pht trin ny trong thi gian ti HIT Club s thu c nhiu thnh cng hn. II. V tr ca HIT Club HIT Club l mt nh hng c v tr kh thun li trong vic n tip cc ngun khch. Gia thng thun li nm trn con ph Xun Thy .Nm bn cnh trin lm ngh thut ton quc, pha trc l B xy dng xung quanh c rt nhiu cc trng i hc ln Mh hng ln nh nh hng n Lng , khch sn Kim Lin, Trung tm thng mi Hit Club c mt v tr rt l tng, vi mt tin di hn 1500m 2 ni xe thun tin ... y l mt nh hng sang trng vi cch by tr to ra mu tng phn, kt hp vi nh sng to cho HIT Club c mt khng kh m cng va tr chung. Ngoi ra nh hng cn c mt sn khu ngoi tri, vi khng gian rng, din tch l 300m2 mt khng gian a sc mu m ta rt t khi bt gp t h thnh ny. Ni y rt thch hp t chc cc s kin quan trng, qung b thng hiu, sn phm, hi hp, vi din tch rng, sn khu honh trng, v h thng m thanh nh sng hin i, ca s, nhc s ni ting nn thu ht c rt nhiu on khch trong v ngoi nc. Ta thy v tr ca nh hng l mt vn rt quan trng to iu kin cho cng vic kinh doanh ca nh hng pht trin hay khng. Nh c v th p thun li nn nh hng HIT Club thu hut c rt nhiu cc tng lp khch.III. Qu trnh hnh thnh v pht trin ca Nh Hng HIT Club Sau mt thi gian di u t v xy dng ,nh hng Hit Club bt u m ca kinh doanh vo 25/12/2005. Hit Club l ni t chn l tng cho cc on khch du lch trong v ngoi nc ,l ni hp bo ca cc nh bo ,ni hi t ca cc cuc vui ,ni bn cng vic lm n ca cc thng gia,gii tr ca cc tng lp l ni hn h y cht lng mng v tnh t ca cc i tnh nhn ,nhng nhn vt snh si v ung chc chn s tm n .i ng nhn vin tr trung,c hiu bit , phc v nhit tnh ,chu o mn khch.Ngay t nhng ngy u Hit Club l ni lui ti ca mi tng lp trong x hi ,tt c u l nhng v khch lch s ,hiu bit vi nhiu quc gia khc nhau.L mt nh hng hin i v rt him c th tm thy H Ni, vi trang thit b tin nghi ,hin i nht,c nhp t nc ngoi ,bn ngh c b tr khoa hc v c tnh ngh thut ln vi mt nh bp v mt quy bar ln , c thit k v trang tr hin i, c tnh thm m. Tuy HIT Club mi hot ng c 6 thng nhng c i vo hot ng c t chc, pht trin mt cch mnh m, hng ti hu ht l kn ch ngi ,nhng ngy ngh th cht kn ch, khng c ch cho cc v khch n tr,em li mt ngun thu ln cho cng ty.IV.Chc nng v nhim v ca Nh Hng HIT Club 1.Chc nng: Nh Hng HIT Club l mt c s kinh doanh dch v nh hng n nhanh v ung , kt hp vi cc ba tic hng ti ti nh hng .Ngoi tri th c sn khu rt ln v hin i, thng xuyn t chc cc liveshow ln vi cc ca s,v v on ni ting ,ngoi ra cn c cc chng trnh biu din thi trang ln.2.Nhim v Cc b phn c nhim v t chc thc hin k hoch sn xut ,xy dng phng n kinh doanh c th cho tng mt hng , thc hin ng chin lc m cng ty thng qua.Tun th ng chnh sch ca nh nc,quy nh v php lut, c lin quan n hot ng sn xut kinh doanh ca nh hng ,chu trch nhim trc php lut v nhng hot ng kinh doanh ca mnh v thc hin nghim chnh trch nhim np thu v cc ngha v khc,thc hin ngha v vi ngi lao ng v m bo thc hin quy nh ch qun l ti sn. V. b my qun l ca Nh Hng HIT Club Tuy l mt nh hng mi c thnh lp ,nhng y l mt nh hng c t chc ,mi b phn c nhim v khc nhau.V vy m bo cho cng tc t chc v b tr lc lng lao ng tu thuc vo trnh ca mi nhn vin vi mi b phn nh : B phn nhn s B phn l tn B phn k thut B phn bar B phn bn B phn bp B phn bo v B phn tp v

ng u nh hnh l qun l ,sau n t trng cc b phn v n nhn vin .Mi b phn u c ngi ng u (t trng) ,v truen t cng vic n nhn vin thc thi ,sau t trng bo co hot ng ca b phn ln trn qun l. VI. nhng thun li v kh khn1. Thun li Nh hng nm v tr p ,thun li v giao thng ,nm trung tm ,ngay cnh trin lm Vn H , trc mt l b xy dng ,v i ln trn giao vi ng Xun Thy(khong 500 met) l trung tm thng mi ln nht min bc Vimcom tower, phi tay phi cha nh hng i ln 100 met ,nhn sang ng Xun Thy l ni tp trung ca nhng trng i hc ln( i Hc Ngoi Ng ,i Hc Quc Gia.....),nh hng HIT Club nm v tr p ,u mi thu ht cc ngun khch .Khng nhng th i ng nhn vin ca nh hng c o to chc chn v nghip v ,nhn vin tr p ,c trnh hiu bit v vn ho m thc,v x hi,.. phc v nhit tnh ,n cn,chu o,c cu lao ng ca nh hng rt hp l ,nhan vin c b phn lun h tr,gip nhau trong cng vic ,lm tng nng sut v hiu qu trong cng vic .Cch lm vic ny gip cho nh hng nng cao oc nng sut lao ng v hiu qu kinh doanh ,ngun thu cu nh hng ,li ch cho nhn vin. C b my t chc qun l khoa hc ,nm bt c nhu cu ,tm l khch hng mt cch nhanh chng ,phc v n cn ,lun to s thoi mi cho khch hng,to du n cho h khi bc chn vo Hit Club v tr thnh khch rut ca HIT Club 2. Kh khn Mi i vo hot ng na nm nn d khng t ngi bit n nhng tn tui ca nh hng vn cha thc s c mi tng lp ,thc khch bit n , nhng trong thi gian ti vi i ln ca nh hng nh ny chc chn HIT Club s l im t chn l tng hng u ca tt c nhng v khch kh tnh hay bnh thng. Hin nay ngnh dch v du lch l mt ngnh ang trn pht trin, c rt nhiu m hnh nh hng kiu mi mc ln ,v vy m HIT Club ang ng trc s cnh tranh ca rt nhiu i th trong thi k bng n v cc ngnh dch v va qua . 3.Chin lc v k hoch kinh doanh ca nh hng- Khng ngng ng cao nghip v , k nng , k xo cho nhn vin.- t cht lng phc v khch v cht lng mt hng ln hng u - Thu ht i ng nhn vin tr p ,c tay ngh cao , c trnh hiu bit v vn ho m thc , tm l khch hng ....- Lun nng cao c s vt cht k thut , cht lng phc v ,cht lng mt hng cho khch.- Sng to ra nhiu mn n mi l ngon v tinh t- Hng tun u c nhng show din c bit ,ca s ni ting... 2.C cu t chc ca b phn bn v mi quan h gia cc b phn khca. C cu t chc ca b phn bnT trng bnBoy chy NV ghi order

b.Mi quan h vi b phn khc Bar v bp l hai b phn sn xut ra nhng mt hng chnh ca nh hng,l ni p ng mi yu cu ca thc khch, cn Bar l b phn trung gian trc tip cho bn hng cho khch , tip nhn yu cu ca khch v a li yu cu cho bar hoc bp ,v vy m b phn bn bar- bp c mi quan h rt cht ch vi nhau ,luon phi h tr ,gip ,kt hp tht cht ch v nhp nhng, p ng mt cch nhanh chng nhng yu cu ca khch hng. Vi b phn l tn, th nhn vin l tn l ngi tip xc mi cho a khch n cho b phn bn v tip l cng vic thuc v nhn vin bn .V th ta thy l tn l cu ni gia khch v nhn vin bn. B phn bo v v bn c mi quan h rt khng kht vi nhau ,bn l b phn trc tip xc vi khch nhiu nht, c v nh vng ghc u tin ca nh hng. Nh vy m b phn bn c th phi hp vi b phn bo v trong cng tc bo v an ton ,tnh mng v ti sn cho khch hng. B phn tp v cng khng kem phn quan trng , mi khi c bn khch n ung song , tp v s ra qut dn lau chi ,v vic v sinh hng ngay ca nh hng cng l nhim v chnh ca b phn ny.Lun gi cho nh hng v sinh sch s ,gip cho khch hng thy thoi mi vi bu khng kh trong sch khng mt v sinh l nh vo nhn vin ca b phn tp v. B phn k thut : khi khch c nhng vn phn ln nh : iu ho nhit cao hay thp, iu chnh m lng ca nhac, iu chnh knh truyn hnh..... th nhn vin bn bo li cho b phn k thut b phn ny kp thi p ng yu cu ca khch. B phn thu ngn c nhim v k xc nhn order v thanh ton cho khch 4.S lng tng , bnNh hng The big one l mt to nh kinh bao xung quanh vi 2 tng tng mt c 24 bn tng 2 co 30 bn vi hn 250 ch ngi. 5.Cc tin nghi trong nh hng Tng mt c 6 diu ho nhit v 3 tivi mn hnh ln 29in tng 2 c 7 iu ho v 3 tivi .Cc loi my p hoa qu, my say sinh t , my pha c ph ,tlnh ,t p my ng bia ti ...tt c u c nhp t nc ngoi v. Nh bp c l vi sng l lng my xay tht ,my ht b ,my x kh... c bit Nh Hng HIT Club c h thng ni mng internet khng giy (wifi)khch hng c th va ngi dng ung, va truy cp Internet lm vic trn my tnh, hay gi mail cho tt c bn b trn ton th gii. 6. Nhng mt hng ni tri: nh hng c rt nhiu n v ung ngon v mi l, m ta him thy nhng ni khc. Nh hng l ni hi t ca nhng u bp ti ba, kho tay, lun sng to ra nhng mn n ngon v tinh t, c tnh ngh thut cao. B phn bar l nhng nhn vin c tay ngh, c trnh v kho lo vi nhng ly ung ngon rt c li cho sc kho ......Nhng mn n, ung tiu biu:a) Cm phn: Cm c kho t Cm i g nng Cm tm rim tiu........b) Cac mn m M xo hi sn M st c hi M st b bm M xo b....c) Cc mn khai v Xa lt nga, xa lt Hy Lp.... Sp ng cua, sp hnh kiu Php, sp rau ....d) Cc mn n chnh Sn cu nng, bt tt thn b c C hi hun khi, sn ct np, b fi l.....e) Trng ming Hoa qu thp cm a Kem....f) ung cc loi cocktail: cocktail ru( B52, B40....), cocktail hoa qu( troppical, pinaconada......) Hoa qu dm r vang, sinh t xoi, sinh t du ty... Cafe: bailey, HIT Club .... Ru: vang trng, vang , ru \hennessy, ru Jonh....7. Ngun khch chnh ca nh hngNh hng c thit k v to ra phc v cho mi tng lp khach hng. T nhng i gia ln n cc vin chc, gii tr ca h thnh nhng tt c u l nhng v khch rt lch s VIII. Lit k v lm quen vi trang thit b v mu biu ca nh hng 1. Order

The Hit Club 1

2. S giao ca: Dng bn giao li nhng bn m ca trc phc v vn ngi li khi ht ca. Nhn vin phc v ca sng s lu li mi thng tin cn thit vo s cho ngi nhn ca nh: S bn, s khch dng; thanh ton hay cha thanh ton, nhng ra v cha ra, nh vy m ngi nhn ca mi s bit mi thng tin v khch.

NgyS bnTn S lng Ngi giaoNgi nhn

1. Phiu thanh ton 1452 12/5/2006 Date .................................. Table ..................................... Persons .................................. No 171985

4. Cc loi ho na. Phiu ghi ho n bn l: Ho n bn l n v:.............. Mu s 01/BL.......................... Q lin b TCTK TN

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Ngi mua hng Ngi bn hng Th trng n v (K, ghi r h tn) (K, ghi r h tn) (K, ng du, ghi r h tn)

2. Trang thit b b phn bn:Mt nh hng hin i ring bit thng c nh doanh nghip ch u t lp t trang thit b y , khoa hc, kinh t, c tnh thm m v ngh thut cao, nhm to cm gic lng ly, sang trng di nh n m mt du khi ngi thng thc cu ngon vt l vi bn b, ngi thn hoc qu khch. Trang thit b trong nh hng gm gh, in, vi, inox, snh s, pha l...a. gh Bn cht nh hng Hit Club c thit k xung quanh l knh nhng mi th thit k to dng bn trong u l g cao cp ch yu l bn trn, to, nh, t 4 - 6 8 12 ch ngi, khng c loi nhiu ch hn, trong trng hp khch on th nhn vin s b tr sp xp bn gh cho ph hp. C cc loi gh sofa v gh my, cc t dch v c 7 chic.b. in Ch yu l mi khu c 2 -3 my iu ho nhit 2 chiu, ti vi 29 in, mi khu c 2 t lnh v my p lnh c 6 chic, l vi sng, my p kem ....c. vi Khn chi bn, khn lau rng c Khn phc v Khn nng, khn lnh d . Dng c dng phc v n, ung s c: Bt n, tha, a ng thc n nhiu c bt canh, a lt bt, bt nc chm, a k tha, m chn, m tr, a g, niu cm.... Dng c bng kim loi, tha sp, tha n, dao n, a n, tha chng ming, tha caf, ko, khay ng thc n .... Dng c bng pha l: Ly vang , vang trng, ly nc nng, ly ung sm banh, ly ru mnh, ru mi, ly Hiball dng ung ung di, ly Martini dng ung coocktail v ru Marrtini, ly ung bia, ly ung cc tai hoa qu .... 6. Trong thi gian thc tp c s dng nhng g Do c o to rt bi bn bi gio vin gii v c kinh nhim nn em nm vng v trang b cho minh rt chc chn v l thuyt, v nghip v bn v th khi n ay thc tp cc anh ch qun l rt tin tng v hi lng cho trc tip lm quen v cho bn hng cho khch ngay t nhng ngy u tin, c trc tip ghi Order, phc v khch v s dng mi dng c trong qu trnh phc v v tip cn khch IX .Quy trnh phc v nh hng(thc t v l thuyt)B. B phn bn l b phn trc tip, tip xc nhiu nht vi khch, trc tip phc v khch, nn gi mt vai tr dc bit. Chnh v th nhng ngy u n nh hng Hit Club chng em c cc anh ch qun l dy nhng ni quy nghip v m nh hng yu cu mi nhn vin t nhn vin chnh thc n nhn vin thc tp u phi chp hnh (quy trnh phc v, cch phc v, cch m ung, cch tnh tin, cch cho bn hng tt, nhim v ca nhn vin, v sinh c nhn v sinh ni lm vic ...)Nhng quy trnh c bn t vic cho n khch n phc v khch c o to rt c bn v chuyn su 1. Chun b chung Ngi phc v phi c khn phc v Order, bt la, bt, m bia, m ruu, lc no nhn vin cng phi mang theo Khi mang dng c t bn hoc bng b n ung phi dng khay, trong lng khay phi c khn lt gi v sinh v chng chn. Khi t bn phi theo chiu kim ng h, khng vi qua mt khch Khong cch t Cover n n Cover kia cch nhau 45 cm, cch mp bn t 20 25 cm Cc l gia v t gia bn, theo mm, hoc theo bn. L hoa, l giy t thch hp p mt Gh k cch bn t 15 20 cm Lau bt, a, dao, da n trc khi phc v khch V sinh sch s ni lm vic.2 . Xem thc n chun b dng c Nhn vin phi chun b setup theo ng tnh cht ca mn n, ung.3. Chun b dng c c nhn Bt, bt la, m bia, m ruu, order, khn phc v, khn lt ruu.4 . Cch t bn a k t chnh gia khch, mp a cch mp bn 2 cm, t khn n cn i trong lng a k, bt n t cn i vi khn n, a t bn phi mp a cch mp a 2cm, cch mp bn 2cm nm 1/3 trn gi a ....5. ng tc ua n, ung ng tc nh nhng, kho lo,ng k thut, khng vi qua mt khch, nu cn phi xin li khch ...5. K thut bng khay Khn phc v lun trn tay, b khay bng tay tri, nu khay nng th b bng 2 tay trc ngc, i nh nhng, ko v st vo cnh tay, ko t v nghieng khay theo chiu dc.6. Cch ly Order Khch vo nh hng ngi phc v phi ti ci, cho hi khch, mi khch vo bn, ko gh cho khch ngi, khi khch ngi n nh th mang khn lnh hoc khn nng ra, tip nc lc mang menu cho khch. T vn cho hch nhng loi ung ngon dc bit ca nh hng (nhn vin phi nm vng thc n) Tt c cc loi ung u phi hi khch dng nng hay dng , chch li cho khch, a order ra thu ngn k sau mang ra bar hoc bp 7. Quan st mt bn Khi n ung n nh th ngi phc v phi bm st vo bn mnh chm sc. gn gng trn mt bn thu bn, tip nc lc, ch quan st xem khch c yu cu g th ra ngay kp thi p ng. Khch n xong mi thm trng ming. 8. .Nhim v nhn vin bn Chun b y mi phng tin v iu kin phc v khch (V sinh c nhn v khu vc lm vic) Dng c cn thit: nm vng thc n, bit cc loi sp km theo, chun b phng n, v sinh sch s, ng thi nm bt cht lng n, ung phc v cn k, t vn, gii thiu cho khch Khi phc v phi phc v kp thi, phc v theo chnh thc n, ng ng tc v nguyn tc chung. Phi hp cht ch vi b phn bar v bp gii quyt mi yeu cu ca khch hng. Tuyt i khng phc v khch n ung khng lng, km phm cht, v sinh. Thng xuyn c mt ti phng n, nht l bn mnh chu trch nhim phc v, lun quan tm n khu v ca khch gip khch au yu, ngi gi, tr em. Thi phc v: lun tui ci, tac phong nhanh nh, c tinh thn on kt, gip , tng tr nhau lm tt nhim v, khng c ng nm t tay ln bn. Mun hi khch th phi xin li khch trc mi c hi c ch li ni phi nh nhn, l php 3. 9. Cch tnh tin Khi khch gi thanh ton ngi phc v phi kim tra li xem c y cha ri mi ra thnh ton. bt buc ho n phi c kp Biel, m v kim tra li tin trc mt khch chnh s hiu lm gia 2 bn. khi khch ra v lun cm n v nhc nh li khch kim tra li trc khi v, trnh tnh trng b quyn . Dn bn sch s, k li gh, gi tp v quet sn nu sn bn, sn sng n khch mi. l nhng phn c bn khi n nh hng mi nhn vin uphi hc. Ngoi ra cn c mt s vn khc m chng ti tm hiu nh: Chc nng nhim v cat ban cn s, nhn vin, cc loi trang thit bi dng c ...10. G gic lm vic Ca 1 (ca sng): 7h 15h30 Ca 1 (ca chiu): 15h 23h Ca 3 (ca ti): 18h - 24h Nhn vin n ng gi k vo s chm cng, nhn bn giao ca, chun b cho mt ca lm vic mi ... B . Cng vic chun b trc khi vo lm vic ti b phn bn 1. ng phc: B phn bn c coi l b mt ca nh hng v th hnh thc b ngoi l yu t rt quntng trong vic giao dch vi khch. Cng vic ca nh bn hng ngy rt vt v, phi ng nhiu v tip xuc nhiu vi cc i tng khch.Do vy mi nhn vin cn trang b cho mnh tc phong lm vic v hnh thc th cht tt. Mi nhn vin u c pht ng phc the quy nh ca nh hng v c trch nhim gi gn ng phc ca mnh. u tc lun bi gn, ng phc sch s, mc ng b theo ng ngy quy nh: N mc vy lin thn, giy da cao gt, cp bi Nam mc qun u en, o s mi trng, tht n, cho ao trong qun, giy en.2. T th tc phong: T th ng hong, lch s, ti tn, i ng nh nhng Tc phong nhanh nh, lm vic lun ng thng.3. V sinh c nhn v t th lm vic Ttrc khi lm vic nhn vin phi tm ra sch s, khng mng tay, khng sn tay, tc cp bi gn gng, ng fphuc git l phng phiu, trang im nh nhng khi phc v. V sinh sch skhu vc lm vic ca mnh4. Cng vic chun b trc khi lm vic Khi bc vo lm vic mi nhn vin phi to cho mnh mt tinh thn thoi mi vui v th mi c th hong thnh tt mi cng vic. Chun b mi vt dng c nhn cn thit: order, bt, bt la, m bia, m ruu .... Nm vng s lng khch, list n, ung ngy hm . Nhn bn gia ca nhng cng vic t trc v gii quyt nhng cng vic tn ng V sinh c nhn cng nh v sinh khu vc lm vic5. Quy trnh cho n phc v khchQuy trnh phc v khch trong nh hng gm nhng tun t sau: n i khch n Tip cn khch Chnh thc phc v Tin khch Khi khch n nhn vin cho v mi khch vo rt lch s,hi khch di bao nhiu ngi, mun ngi tng 1 hay 2?sau mi khch vo bn,ko gh cho khach ngi,t nc lc,trnh Menu,t vn cho khch nhng n, ung c bit ca nh hng, sau khi khch ra yu cu thin nhn vin phc v tip nhn yucu ca khch hng,dp ng yu cu cho khch ,chm sc khch hng,thanh ton sau tin khch v khng qun hen gp li khch vo mt ngy gn nht.C .C s l thuyt hnh trang i vo thc t. Vi 3 k hc tp v trau di k nng ,nghip v ti nh trng,cng vi s dy d ht mnh ca cc thy c gio,em c trang b cho mnh rt nhiu kin thcv ngnh dch v Du lch,nhng kin thc v a l du lch,lch s vn ho,kyxnng giao tip,vn ho m thc,Marketting,ngh thut cm hoa,tm l du lch,v c bit l mn nghip v khch sndo c g io ch nhim Nguyn Th Ph l ngi trc tikp ging dy,bo ban t nhng c s l thuyt u tinn nhng gi thc hnh y b ch v l th. C Ph l gio vin c nhiu kinh nghim lu nmve ngnh ny, c i hc tp va rt nhiud nwcs trn th giiv f c kt ra rt nhiu nhng g l tinh tu nht ca ngh ny, c truyn t cho chng em rt nhiu nhng kinh nghim qu bu.T nhng c s l thuyt ,chng em trang b cho mnh rt nhiu hiu bit, chnh l hnh trang gip chng em t tin hnkhi bc vo thi gian thc tp v sau ny chnh thc i lm.Qua thi gian th c tp ta cng thy rng, c s l thuyt chc chn sgiup tanhiu khi rathc t .Qu trnh hc tgp trau di kin thc trn lp vi y k nng nghip v nha Bn t vic:

Nhn bit thu tinh( ly no dng ung loi ung g ?vd ly hiball dng ung nc hoa qu...) kim loi( cc loai dao ,da, tha,p ...) snh s:a, bt chn k tha, tch ,l, bnh sa.. Cc loi my p, my pha,my say... Cch gp hoa,gp khn ... K thut t bn n u - Cc m hnh phc v tiu biu cumt s nc Quy trnh phc v theo thc n(u-) Cch phc v Ru Cc kiu n ,cu trc cc kiu n trong ngy. Tiu chun v sinh n ung K thut bng b,thay ,t dng c. K thut pha,rt ung. V tr,chc nng,nhim v chung ca b phn phc v n ung. Nhim v c th ca nhn vin. ............Dy l nhng iku c bn,khi qut nht v nghip v nh Bn m chng em c c Nguyn Th Ph tn tnh ch bo. Qua t thc tp v ri em cng nhn r hn tm quan trng ca n. L thuyt rt quan trng ,l hnh trang sinh vin c th t tin hn trong thi gian thc tp v lm vic sau ny.Nhng im ging v khc nhau gia thc t va l thuyt :a.Gingnhau: V tr ,chc nng,nhim v ca b phn Bn. K thut phc v, bng b... Quy trnh phc v n u- . Cc my mc ,trang thit b,dng c . Tiu chun v sinh c nhn, v sinh phong b.Kc nhau: Khi hc l thuyt th sinh vin c hc theo ng tiu chun quc t,p dng cho nhng khch sn 5 sao. Nhng khi ra thc t m chng em thc tp nh hng HIT Club thi co rt nhiu im khc so vi nhng g chng em c hc lp . Mot phn cng l v y ch l nh hng thi ch khng phi l mt khch sn ln nn vic khc song song vi nhng g m chng em c hc la diu c th xy ra. Quy trinh phuc vu c rt ngn li rt nhiu,khi khach n nhn vin khng setup dng cu trc , khng co a k, khng co chn nc mm c nhn,,khn n khng c trong ak, ... n chon mn cha bit trc thc n c nhng mn g? cha bit trng ming,.... Ni chung ra thc t nh hang tt c mi quy trnh u ct ngn ,tu theo tinh hung,khch hng............Thc t th y ch l mt nh hng Bar caf ca nhc. Nn d rt c quy m t chc, o to, v o to chuyn su v nghip v cho nh vin nhng khi bc vo lam vic cng khng thc hin c ht tt c nhng quy trnh phc v c bn nh c hc. Nhng d sao th t l thuyt ra thc t lm vic khng hon ton ging nhau. Khi ra tc t lm vic v thc tp Hit Club e thy minh hiu bit trau ri c rt nhiu kinh nghim qu bu nh: nhanh nhn hot bt hn, mnh rn hn trong giao tip vi mi ngi, nng cao c k ng k so, cch phc v khch, hiu bit c tm l khch hng v nht l gip em t tin sau ny khi kt thc kho hc c th t tin i lm vic bt k ni no. Ta thy rng l thuyt l hnh trang vng chc bc u p dng thc t tt, cn thc hnh chnh l bc cui cng, l a l thuyt vo thc t cng vic ca mnh, gip ta t tin hn trong cng vic

Phn IIInh gi kt qu thc tp

1. thc chp hnh k lut.Trong thi gian thc tp ti nh hng Nh Hng HIT Club va qua, t bn thn ti thy thc chp hnh ni quy k lut ca toi tt, khng i lm mun, chp hnh ng mi ni quy m nh hng d ra.2. Kh nng tip cn cng vic.Vi kin thc c trang b trong nh trng rt tt v s ch bo tn tnh ca cc anh cc ch nhn vin trong nh hng, ti thy vi cc bc c bn ca nghip v bn ti tip cn c kh tt.3. Trch nhim v s nhin tnh vi cng vic c giao c ban gim c v anh ch qun l ca nh hng nhn v to iu kin cho ti thc tp ti ay. Vi bn thn ti, ti nhn thy ti phi co trch nhim vi nh hng nh mt nhn vin chnh thc, phi hon thnh mi cng vic c giao, chp hnh mi nguyn tc trong thi gian thc tp va qua ti thy mnh ngy cng c nim am m vi nghnh ny hn4. Kh nng ng x vi khch hng Vi nhn vin bn l b mt l trung tm u no ca nh hng, th nhn vin phi c kh nng nghip v vng vng kh nng ng x, giao tip nhanh nhn. Do l nhn vin thc tp, ln u tin c tip xc, cho bn hng cho khch nn vn cn ng ngng, cha c kinh nghim cho bn tt, v vy m kh nng ng x vn cn mt s hn hp .5. Tc phong, thi , v quan h vi ng nghip .Nhanh nh l vn rt cn thit ca cng vic ny.ti nh nhng, lch s, v quan h tt vi dng nghip v vy m ti c mi ngi yu qu v ch bo tn tnh 6. Nhng im mnh c bn Ni chung v nghip v bn ti l ngi kh nng ng, nhit tnh trong cng vic, mnh dn hc tp nhng vn con thiu xot, tip cn thc t tt, ho ng cng mi ngi, th hin trit nhng kh nng v kin thc ca bn thn khi cn thit. Lun thc hin tt mi ni quy ra, nghim chnh chp hnh s phn cng qun l ca c s7. Nhng hn ch cn khc phc Cn phi b xung thm vn ngoi ng. i khi cn lng tng trong cch t chc v gii quyt trong mi vn . Vn cha hiu bit ht v tm l ca khch hng Menu cha nm vng ht c ton b nn c mt cht kh khn trong vn cho hng.

Phn IVKt lunI. nh gi hnh thc hot ng chung ca nh hng.Nh hng HIT Club tuy mi c thnh lp song c cu t chc, i ng nhn vin phc v nhit tnh, c hu o. nn ch khng y mt nm m nh hng khng ngng pht trin mt cch nhanh chng, lng khch ng v dn dn doanh thu tng ln r rt. Hot ng trn lnh vc c t chc ca mt nh hng c uy tn v cht lng . nh hng c quy ch lm vic nht nh, b my qun l vng chc nn thu hi c rt nhiu tng lp khch trong x hi.II. Nhn thc ca bn thn Qua thi gian thc tp, lm vic thc t ti nh hng HIT Club , c lm vic theo ng nghip v chuyn mn ca mnh, em nhn thy rng y l thi gian rt c thit v b ch. ng cha ta c cu hc i i vi hnh, d c gii l thuyt n my m khng vn dng vo thc t th khng t c hiu qu nh mong mun.Thi gian thc tp ny to cho sinh vin nhng hiu bit rt ln, nm bt c kinh nghim chun b cho k thi tt nghip sp ti. Gip sinh vion c th song song snh gia kin thc trng vi c s kinh doanh thc t, tm ra im chnh ca mi nghip v, t rt ra kinh nghim qu bu, trnh kinh nghim chuyn mn cao hn,t tin trong cng vic sp s ti khi ht kho hc.Do thi gian thc tp hn hp,nen bn bo co ny cn nhiu thiu st nn rft mong cc thy c cng ban lnh o nh hng ch bo em thm bn chuyn ny t yu cu va hon chnh hn.Qua bn bo co ny,em xin trn thnh cm n cc thy c chuyn t ,ging dy nhng kin thc cho em,r em co th hon thnh tt bn bo co ny.Cm n Ban giam c c to iu kin cho em vo thc tp ti y!Cm n cc anh ch qun l ,nhn vin trong tchuyn mn nghip v bn ch bo hng dn em v quy trnh nghip v ti nh hng!Xin chc Ban gim c ,cc anh ch ,cc thy c c mt sc kho tt, hnh phc v cng tc tt!Chc nh hng HIT Club ngy mt ln manh!Em xin trn thnh cm n!

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