Skylight Hotel - FOM
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T¨¤i li?u tr¨¬nh b¨¤y k? ho?ch qu?n tr? l? t?n kh¨¢ch s?n Skylight, bao g?m th?ng tin v? v? tr¨ª v¨¤ thi?t k? kh¨¢ch s?n, trang thi?t b? v¨¤ ng?n s¨¢ch, gi¨¢ ph¨°ng c¨´ng c¨¢c chi?n l??c gi¨¢, v¨¤ ti¨ºu chu?n l¨¤m vi?c c?a b? ph?n l? t?n. Kh¨¢ch s?n n?m t?i Qu?ng B¨¬nh v?i v? tr¨ª thu?n l?i, nh?m ??n th? tr??ng kh¨¢ch t? trung b¨¬nh ??n cao. Ngo¨¤i ra, t¨¤i li?u ?? c?p ??n quy tr¨¬nh ph?c v? v¨¤ c¨¢c ch¨ªnh s¨¢ch li¨ºn quan ??n ho?t ??ng l? t?n.
Skylight Hotel - FOM
- 1. QU?N TR? L? T?N KH?CH S?N GVHD: Tr?n Thu Ph??ng Nh¨®m: Skylight L?p: A2K20 VI?N ??I H?C M? H? N?I KHOA DU L?CH
- 2. N?I DUNG Th?ng tin chung v? kh¨¢ch s?n v¨¤ khu v?c ti?n s?nhI II Trang thi?t b? cho b? ph?n l? t?n v¨¤ ng?n s¨¢ch III Gi¨¢ ph¨°ng v¨¤ c¨¢c chi?n l??c v? gi¨¢ IV Ti¨ºu chu?n c?ng vi?c, ch¨ªnh s¨¢ch, quy tr¨¬nh c?a b? ph?n l? t?n.
- 3. I. TH?NG TIN CHUNG V? KH?CH S?N V? KHU V?C TI?N S?NH 1. T¨ºn kh¨¢ch s?n: Skylight
- 4. C?m h?ng t? gi?ng tr?i thu?c hang S?n ?o¨°ng SkylightMong mu?n c?a kh¨¢ch s?n kh?ng ng?ng ph¨¢t tri?n Phong c¨¢ch ph?c v?: th?n thi?n, ?m ¨¢p, ??m n¨¦t ??a ph??ng
- 5. 2. V? tr¨ª kh¨¢ch s?n - Th?n M? C?nh, x? B?o Ninh, th¨¤nh ph? ??ng H?i, t?nh Qu?ng B¨¬nh. - C¨¢ch ?¨¤ N?ng 300km. - ???ng b? bi?n d¨¤i 116,04km .
- 6. V¨¬ sao l?i ch?n x?y kh¨¢ch s?n ? Qu?ng B¨¬nh?
- 7. L? do ch?n Qu?ng B¨¬nh: ?i?m m?nh: - C¨® v? tr¨ª ??c ??a, gi¨¢ c? h?p l? - G?n c¨¢c ?i?m tham quan du l?ch n?i ti?ng: S?n ?¨°ong, Phong Nha K? B¨¤ng, bi?n Nh?t L?¡ - S? l??ng kh¨¢ch s?n 3 sao, 4 sao hay 5 sao c¨°n kh¨¢ ¨ªt. ?i?m y?u: - C¨¢c ??i th? c?nh tranh c¨® th??ng hi?u t? l?u - Kh¨® c¨® th? thu h¨²t kh¨¢ch c¨® kh? n?ng chi tr? cao
- 8. 3. ??i th? c?nh tranh ¨C Th? tr??ng m?c ti¨ºu ??i th? c?nh tranh (3) STT Kh¨¢ch s?n Lo?i ph¨°ng S? l??ng Gi¨¢ ph¨°ng (VND) C?ng su?t (%) M¨´a cao ?i?m M¨´a th?p ?i?m 1 T?n B¨¬nh VIP 06 1.500.000 92% 45% Deluxe 12 1.100.000 Superior 56 900.000 Standard 07 750.000
- 9. 2 ? ? ? Luxe VIP 02 1.400.000? 90% 51% Deluxe?tripple 06 1.100.000? Deluxe?ocean?view 08 1.000.000? Superior?ocean? view 08 900.000? Superior?city?view 28 800.000? Standard 10 700.000?
- 11. T?ng?s??ph¨°ng?d??ki?n:?70?ph¨°ng Lo?i ph¨°ng Di?n t¨ªch S? l??ng VIP 65m2 03 Deluxe 43m2 15 Superior 40m2 46 Standard 35m2 06 4.?T?ng?s??ph¨°ng?v¨¤?lo?i?ph¨°ng?
- 13. QU?Y?L??T?N
- 14. Back?Office
- 15. II. TRANG THI?T B? CHO B? PH?N L? T?N V? NG?N S?CH N?M ??U TI?N
- 16. STT T¨ºn S? l??ng (Chi?c) K¨ªch th??c, k¨ªch c?, ch?ng lo?i Gi¨¢ (VND) Th¨¤nh Ti?n (VND) Nh¨¤ cung c?p 1 B??b¨¤n??gh??h?p? 1 1500?x?2800?x?730 8,019,000 8,019,000 M??? 2 Gi??ng?ngh??cho? nh?n?vi¨ºn 1 160cm?x?200cm 3,000,000 3,000,000 3 Qu?y?l??t?n 1 10m? 40,000,000 40,000,000 4 Qu?y?th?ng?tin 1 5m 17,500,000 17,500,000 5 Xe???y????cho? kh¨¢ch 2 L1140xW670xH1900mm 1,450,000 2,900,000 I.supply 6 K?????b¨¢o?cho? kh¨¢ch 1 635x500x925?g? 540,000 540,000 7 Gh??ch??cho? kh¨¢ch 10 1x500mm 1,157,000 11,570,000 H¨°a?Ph¨¢t 8 B?ng?th?ng?tin 1 (L)560¡Á(W)510x(H)1450 970,000 970,000 I.supply 9 T?ng ? ?84,499,000 ? 1.?N?i?th?t
- 17. STT T¨ºn S? l??ng K¨ªch th??c, k¨ªch c?, ch?ng lo?i Gi¨¢ Th¨¤nh Ti?n Nh¨¤ cung c?p 1 Tivi 1 Panasonic LED 32 inch 8,490,000 8,490,000 Tr?n Anh 2 M¨¢y qu?t th? 2 IDKO SD043 2,250,000 4,500,000 3 ?i?n tho?i b¨¤n 3 Panasonic KX-TS500 195,000 585,000 4 M¨¢y t¨ªnh c?y 2 Dell Inspiron 3847MT_MTI33292 / i3-4160 8,799,000 17,598,000 5 M¨¢y in 1 Silicon PS-800C 2,190,000 2,190,000 6 M¨¢y photocopy 1 Canon IR - 2002N 22,999,000 22,999,000 7 B? ?¨¤m 2 Motorola GP-900 Plus 850,000 1,700,000 8 M¨¢y h?y t¨¤i li?u 1 Silicon PS-508M 1,799,000 1,799,000 9 M¨¢y fax 1 Panasonic KX-FL422 4,399,000 4,399,000 10 M¨¢y c?t gi?y 1 Binmax 300 x 300mm 1,950,000 1,950,000 11 M¨¢y t¨ªnh tay 1 CASIO FX500VNP 270,000 270,000 12 ??ng h? treo t??ng 4 Kashi K599 590,000 2,360,000 Gohappy 13 M¨¢y ??m ti?n 1 silicon MC-B12 2,799,000 2,799,000 Tr?n Anh 14 T?ng 71,639,000 2. Trang thi?t b?, m¨¢y m¨®c
- 18. TT T¨ºn s?n ph?m S? l??ng ??n v? K¨ªch th??c, nh?n hi?u ??n gi¨¢ Th¨¤nh ti?n V?n ph¨°ng ph?m 22,483,000 1 B¨²t bi xanh 400 chi?c Thi¨ºn Long 1,500 600,000 2 B¨²t bi ?? b¨¤n 100 6,000 600,000 3 B¨²t bi ?? 400 1,500 600,000 4 B¨²t ch¨¬ 100 H?ng H¨¤ 1,000 100,000 5 B¨²t d? xanh 100 Thi¨ºn Long 5,000 500,000 6 B¨²t d? ?? 100 5,000 500,000 7 B¨²t x¨®a 50 10,000 500,000 8 B¨²t nh? d¨°ng 50 8,000 400,000 9 Khay ??ng b¨²t 4 28,000 112,000 10 T?y 30 c?c 2,500 75,000 11 Th??c k? (30cm) 30 chi?c 5,000 150,000 12 B?ng mica tr?ng treo t??ng 2 b?ng 1.2 * 1.6 m 445,000 890,000 13 Gi?y nh? 50 t?p 3*4 cm 7,000 350,000 14 L?ch 4 quy?n 26*18 cm 30,000 120,000 15 gi?y A4 100 t?p Plus A4 ?L7 52,000 5,200,000 3. V?n ph¨°ng ph?m, m?u phi?u
- 19. 10 T?y 30 c?c Thi¨ºn Long 2,500 75,000 11 Th??c k? (30cm) 30 chi?c Thi¨ºn Long 5,000 150,000 12 B?ng mica tr?ng treo t??ng 2 b?ng 1.2 * 1.6 m 445,000 890,000 13 Gi?y nh? 50 t?p 3*4 cm 7,000 350,000 14 L?ch 4 quy?n 26*18 cm 30,000 120,000 15 gi?y A4 100 t?p Plus A4 ?L7 52,000 5,200,000 16 gi?y A5 100 t?p Double ?L70 A5 27,000 2,700,000 17 S? c?ng t¨¢c 10 quy?n Diary 18,000 180,000 18 File h? s? 20 chi?c Thi¨ºn Long 35,000 700,000 19 Khay h? s? 3 t?ng 6 chi?c Shutter 113,000 678,000 20 Tr¨¬nh k? 4 chi?c Thi¨ºn Long 24,000 96,000 21 Gi?y fax 20 h?p Sunbird 18,000 360,000 22 Phong b¨¬ tr?ng in logo kh¨¢ch s?n 2000 chi?c 450 900,000 23 H?p h? s? 10 h?p HM A4 20 cm 33,000 330,000 24 B?n ?? Qu?ng B¨¬nh 300 chi?c 12,000 3,600,000 25 D?p ghim 5 chi?c Plus 10 14,000 70,000
- 20. 26 ??n ghim 20 h?p Plus 10 3,500 70,000 27 Ghim m? nh?a 5 h?p Thi¨ºn Long 7,600 38,000 28 Card visit c?a kh¨¢ch s?n 15 h?p 5.4*9 cm 63,000 945,000 29 H¨®a ??n 20 t?p 20*30 cm 17,000 340,000 30 B?ng d¨ªnh 2 m?t 5 chi?c 1 cm 3,000 15,000 31 B?ng d¨ªnh 5 chi?c 1.2 cm 2,500 12,500 32 C?t b?ng d¨ªnh 5 chi?c Shunny 15,000 75,000 33 K¨¦o 6 chi?c Deli 6009 16,500 99,000 34 Dao d?c gi?y 10 chi?c Deli 2028 9,000 90,000 35 Nam ch?m 5 h?p Thi¨ºn Long 13,500 67,500 M?u phi?u 5,750,000 In Ng?c Vi?t Phi?u reservation form 5000 t? A4 200 1,000,000 1 Phi?u registration form 5000 t? A4 200 1,000,000 2 Phi?u check in 5000 t? A4 200 1,000,000 3 Phi?u check out 5000 t? A4 200 1,000,000 4 Phi?u taking message 5000 t? A5 150 750,000 5 Phi?u folio 5000 t? A4 200 1,000,000 T?NG TI?N 33,563,000
- 21. III. GI? PH?NG V? CHI?N L??C V? GI? C?A KH?CH S?N:
- 22. 1. Gi¨¢ ph¨°ng a. Ph??ng ph¨¢p Market conditions ADR S? ph¨°ng b¨¢n Doanh thu ph¨°ng Cao ?i?m Th?p ?i?m Cao ?i?m Th?p ?i?m T?n B¨¬nh 1.062.500 75 36 79.687.500 38.250.000 Luxe 983.333 56 32 55.066.667 31.466.667 Ban Mai 665.000 43 20 28.595.000 13.300.000 B2. ? ADR (Skylight) = (1.062.500 + 983.333 + 665.000)/3 = 903.611 ? C?ng su?t ph¨°ng (Skylight): + M¨´a cao ?i?m: = (92% + 90% + 85%)/3 = 89% + M¨´a th?p ?i?m: = (45% + 51% + 40%)/3 = 45% B1.
- 23. Lo?i ph¨°ng S? l??ng POV VIP 03 1.9 Deluxe 15 1.8 Superior 46 1.7 Standard 06 1.3 B3. Gi¨¢ ph¨°ng kh¨¢ch s?n Skylight -T?ng s? ph¨°ng d? ki?n: 70 ph¨°ng - Doanh thu ph¨°ng c?a kh¨¢ch s?n: + M¨´a cao ?i?m = 903.611 x 89% x 70 = 56.294.972 + M¨´a th?p ?i?m = 903.611 x 45% x 70 = 28.674.593
- 24. - S? ph¨°ng b¨¢n ra Ph¨°ng S? l??ng C?ng su?t bu?ng S? ph¨°ng b¨¢n ra M¨´a cao ?i?m M¨´a th?p ?i?m M¨´a cao ?i?m M¨´a th?p ?i?m VIP 03 89% 45% 3 1 Deluxe 15 89% 45% 13 7 Superior 46 89% 45% 41 21 Standard 06 89% 45% 5 3 Lo?i ph¨°ng S? l??ng POV S? ph¨°ng b¨¢n T?ng POV M¨´a cao ?i?m M¨´a th?p ?i?m M¨´a cao ?i?m M¨´a th?p ?i?m VIP 03 1.7 3 1 5,7 1,9 Deluxe 15 1.9 13 7 23,4 12,6 Superior 46 2.1 41 21 69,7 35,7 Standard 06 1.5 5 3 6,5 3,9 T?ng 105,3 54,1 - T?ng ?i?m gi¨¢ tr? lo?i ph¨°ng
- 25. - Doanh thu tr¨ºn ?i?m gi¨¢ tr? v¨¤o m¨´a cao ?i?m v¨¤ th?p ?i?m + M¨´a cao ?i?m = 56.294.972/105,3= 534.615 + M¨´a th?p ?i?m = 28.674.593/54,1 = 530.029 - Gi¨¢ ph¨°ng Lo?i ph¨°ng Doanh thu tr¨ºn t?ng ?i?m gi¨¢ tr? Gi¨¢ ph¨°ng M¨´a cao ?i?m M¨´a th?p ?i?m M¨´a cao ?i?m M¨´a th?p ?i?m VIP 3.074.306 1.007.056 1.015.769 1.007.056 Deluxe 12.509.994 6.678.371 962.307 954.053 Superior 37.262.674 18.922.051 908.846 901.050 Standard 3.474.998 2.067.115 695.000 689.038
- 26. b. Ph??ng ph¨¢p Hubbart - T?ng s? ph¨°ng d? ki?n: 70 ph¨°ng - C?ng su?t: 70% - Kho?ng c¨¢ch gi¨¢ gi?a c¨¢c lo?i ph¨°ng: 200.000 VN? - Doanh thu mong mu?n: 10.500.000.000 Lo?i ph¨°ng S? l??ng C?ng su?t bu?ng Gi¨¢ ph¨°ng VIP 03 10% 1.007.492 Deluxe 15 20% 807.492 Superior 46 60% 607.492 Standard 06 10% 407.492
- 27. 2. Chi?n l??c gi¨¢ Chi?t gi¨¢ v¨¬ mua s? l??ng l?n (5 ph¨°ng ¨C gi?m 20 ¨C 25%) Chi?t kh?u th?i v? (gi?m 60% gi¨¢ v¨¤o m¨´a th?p ?i?m: 1 ¨C 3, 9 ¨C 12) ??nh gi¨¢ khuy?n m?i (Gi¨¢ ?u ti¨ºn ?i k¨¨m s?n ph?m ??c bi?t) ??nh gi¨¢ ph?n bi?t (gi?m 10%: kh¨¢ch h¨¤ng th??ng xuy¨ºn, c?ng ty h?p t¨¢c)
- 28. IV. TI?U CHU?N C?NG VI?C,C?C CH?NH S?CH V? QUY TR?NH C?A B? PH?N L? T?N
- 29. 1. Quy ??nh c?a b? ph?n l? t?n: Ph?m ch?t ??o ??c Th?ng th?n, th?t th¨¤, trung th?c, th?n thi?n¡ T¨¢c phong th¨¢i ?? Nhanh nh?n th¨¢o v¨¢t, vui v?, c?i m?¡ K? thu?t lao ??ng Tinh th?n tr¨¢ch nhi?m, nghi¨ºm t¨²c tu?n th? n?i quy¡ Giao ti?p Gi?ng n¨®i l?u lo¨¢t, truy?n c?m, hi?u bi?t v? v?n h¨®a¡ Nghi?p v? Ph?i c¨® tr¨¬nh ?? nghi?p v? l? t?n kh¨¢ch s?n H¨¬nh th?c Nam cao t? 1m65, n? cao t? 1m57¡ V? sinh M?c ?¨²ng trang ph?c, s?ch s?, c?t m¨®ng tay¡
- 30. Quy tr¨¬nh nh?n ??t ph¨°ng Quy tr¨¬nh h?y ??t ph¨°ng Quy tr¨¬nh nh?n thay ??i th?ng tin ??t ph¨°ng Quy tr¨¬nh check-in cho kh¨¢ch c¨® ??t ph¨°ng, kh¨¢ch walk-in Quy tr¨¬nh nh?n tin nh?n Quy tr¨¬nh check-out 2. Quy tr¨¬nh ph?c v? b? ph?n l? t?n
- 31. C?m ?n c¨¢c b?n ?? l?ng nghe !