TCVN-4391-2009-Khachsan-Xephang_2

7/24/2019 TCVN-4391-2009-Khachsan-Xephang_2

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TCVN T I U C H U N Q U C G I A

TCVN 4391:2009

Xut bn ln 2

KHCH SN - XP HNGHotel - Classif ication

H NI - 2009


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Li ni u

TCVN 4391: 2009 thay th TCVN 4391:1986TCVN 4391:2009 do Ban k thut tiu chun qucgia TCVN/TC 228 "Du lch v cc dch v c linquan" bin son trn c s d tho ngh ca Tngcc Du lch - B Vn ha, Th thao v Du lch, Tngcc Tiu chun o lng Cht lng ngh, BKhoa hc v Cng ngh cng b.


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T I U C H U N Q U C G I A TCVN 4391: 2009

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Khch sn - Xp hng

Hotel - Classification

1 Phm vi p dng

Tiu chun ny qui nh cc yu cu ti thiu 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 nngcp khch sn.

2 Thut ng

2.1

Khch sn (hotel)C s lu tr du lch c quy m t 10 bung ng tr ln, m bo cht lng v c svt cht, trang thit b v dch v cn thit phc v khch.

2.1.1

Khch sn thnh ph (city hotel)Khch sn c xy dng ti cc th, ch yu phc v khch thng gia, khch

cng v, khch tham quan du lch.

2.1.2

Khch sn ngh dng (hotel resort)Khch sn c xy dng thnh khi hoc thnh qun th cc bit th, cn h, bng-ga-lu khu vc c cnh quan thinnhin p, phc v nhu cu ngh dng, gii tr,tham quan ca khch du lch.

2.1.3

Khch sn ni (floating hotel)Khch sn neo u trn mt nc v c th di chuyn.


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2.1.4

Khch sn bn ng (motel)Khch sn c xy dng gn ng giao thng, gn vi vic cung cp nhin liu, bodng, sa cha phng tin vn chuyn v cung cp cc dch v cn thit phc vkhch.

2.2Bung ngca khch sn (hotel room)Bung c phng ng v phng v sinh.Bung ng hng c bit (suite) c th c thm phng khch v phng v sinh, bpnh, quy bar.

2.3

Bung dnh cho nguyn th (presidential suite)Bung ng thng hng vi trang thit b, tin nghi hin i, cao cp nht p ng yucu phc v nguyn th quc gia hoc khch cao cp.

2.4

Tng c bit (executive floor)Tng c cc bung ng cao cp nht trong khch sn, c l tn ring phc v khchnhn v tr bung nhanh, c din tch v trang thit b, tin nghi dnh cho khch thgin, phc v n ung 24/24 h, dch v th k, vn phng, dch thut, hi tho dnhcho khch lu tr ti tng.

2.5

Phng hi ngh (ballroom)

Phng c trn 100 gh, c trang thit b phc v hi ngh, hi tho ln.2.6

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

2.7

Phng hp (meeting room)Phng c di 50 gh, c trang thit b phc v hp nhm.

3 Phn loi, xp hng khch sn

3.1 Phn loi khch snTrong 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 thnh ph;

b) Khch sn ngh dng;

c) Khch sn ni;

d) Khch sn bn ng.

3.2 Xp hng khch sn


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Cn c theo v tr, kin trc, trang thit b tin nghi, dch v, ngi qun l v nhnvin phc v, an ninh, an ton, bo v mi trng v v sinh an ton thc phm, khchsn 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 trhp l, thun tin.-Ni ngoi tht thit k, bi tr, trang tr hp l.- Cng trnh xy dng cht lng tt, an ton.

4.2 Trang thit b tin nghi

- Trang thit b, tin nghi cc khu vc, dch v m bo y , hot ng tt, chtlng ph hp vi tng hng.

- H thng in chiu sng m bo yu cu tng khu vc, cung cp in 24/24 h, ch thng in d phng.- H thng nc cung cp nc sch v nc cho cha chy, c h thng d trnc, 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 ntheo quy nh ca c quan c thm quyn.

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, vi tnh ph hp vi v tr cng vicv loi hng khch sn.- C sc kho ph hp vi yu cu cng vic, c kim tra nh k mt nm mt ln(c giy chng nhn ca y t).- Mc trang phc ng quy nh ca khch sn, c ph hiu tn trn o.

4.5 Bo v mi trng, an ninh, an ton, phng chng chy n v cht lng vsinh an ton thc phm

- Thc hin tt cc quy nh v bo v mi trng, an ninh, an ton, phng chng chyn v cht lng v sinh an ton thc phm ca c quan c thm quyn.

5 Yu cu c th- Yu cu ti thiu i vi hng t 1 sao n 5 sao qui nh trong Bng 1.


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Bng 1- Tiu ch x p 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 Theo 4.1 Nh 1 sao Nh 2 sao, thm:

- Mi trng cnh quan

sch p- V tr rt thun li

Nh 3 sao Nh 4 sao

1.2 Thit kkintrc

- Theo 4.1 thm:

- C ng cho xe lnca ngi khuyttt.

Nh 1 sao Nh 2 sao, thm:

- Thit k kin trc p

- C ca ra vo ring chokhch.

Nh 3 sao, thm:

- Vt liu xy dng tt.

- t nht mtbung chongi khuyttt i bng xeln.

Nh 4 sao, thm

- Kin trc c bit.

- Ton cnh c thit kthng nht.

- C tng c bit (ivi khch sn thnh ph).

- Khuyn khch tnh dntc trong thit k kintrc.

1.3 Quy m bung(1)

1.3.1 i vi

khch sn thnhph, khch snngh dng

10 20 50 80 100

1.3.2 i vikhch sn ni,khch sn bnng

10 20 30 50 80

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1.4 Ni xev giao thngni b

- C ni xe chokhch trong hoc gnkhu vc khch sn (pdng i vi khch snthnh ph).

- C ni xe chokhch trong khu vckhch sn, cho100% s bung (pdng i vi khch snngh dng v khchsn bn ng).


- C ni xe cho khchtrong khu vc khch sn cho 20% s bung (p

dng i vi khch snthnh ph)

- Ni xe, li i b vgiao thng ni b thuntin, an ton.

Nh 3 sao, thm:

- C ni xe cho khchtrong khu vc khch sn cho 30% s bung (p

dng i vi khch snthnh ph).

Nh 4 sao

1.5 Khu vcsnh n tip

- Din tch 10 m2(khng p dng ivikhch sn ni).

- C phng v sinhsnh.

- Din tch 20 m2 (khng pdng i vi khch snni).

- C phng v sinh snh.

- Din tch 35 m2.

- Din tch 10 m2(p dngi vi khch sn ni)

- C phng v sinh nam vn ring.

- Din tch 60 m2.

- Din tch 20 m2(p dngi vi khch sn ni)

- C phng v sinh nam vn ring

- C khu vc ht thucring.

- Din tch 100 m2.

- Din tch 35 m2 (pdng i vi khch snni).

- C phng v sinh namv n ring.

- C phng v sinh chongi tn tt i bng xe

ln.- C khu vc ht thucring.

1.6 Khnggian xanh

- Cy xanh t cckhu vc cng cng.

- C sn vn, cy xanh(p dng i vi khchsn ngh dng).

Nh 1 sao Nh 2 sao Nh 3 sao, thm:

- C sn vn, cy xanh(khng p dng i vikhch sn ni).

Nh 4 sao

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1.7 Din tchbung ng,phng v sinh(khng p dng

i vi khchsn ni)

- Bung mtgingn 9 m2.

- Bung mtging ihoc hai ging n12m2.

- Phng v sinh 3 m2.

- Bung mtging n12 m2.

- Bung mt ging ihoc hai ging n 14m2.

- Phng v sinh 3 m2.


- Bung mtging ihoc hai ging n 18m2.

- Phng v sinh 4 m2.

- Bung mtging n16 m2

- Bung mtging ihoc haiging n 20m2.

- Phng v sinh 5 m2.

- Bung c bit 36 m2(khng bao gm phng vsinh v ban cng).


- Bung mtging ihoc hai ging n 26m2.

- Phng v sinh 6m2.

- Bung c bit 50m2(khng bao gm phngv sinh v ban cng).

1.8 Nh hng,bar

- C din tch phc vn sng.

- S gh bng 50% sging.

- C phng v sinh.

- Mtnh hng n c quybar.


- C phng v sinh.

i vi khch sn ni:

-Nh 1 sao

- Mtnh hng n u, chung.

- Mtquybar.


- Phng v sinh nam v nring.

i vi khch sn ni:

-Nh 2 sao

- Mtnh hng u.

- Mtnh hng .

- Hai quy bar.



i vi khch sn ni:

-Nh 3 sao

- Mtnh hng u.

- Mtnh hng .

- Mtnh hng c snv bp.

- Ba quy bar.


- Phng v sinh nam vn ring.

- C khu vc ht thuc.

i vi khch sn ni:

-Nh 4 sao

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1.9 Khu vcbp

- C b p ( u, chung)gn nh hng.- Din tch tng xng vi

phng n.- Thng gi tt.- Ngn chn c ngvt, cn trng gy hi.- Tng phng, khngthm nc, p gch mencao 2 m.

- Trn bp phng, nhn,khng lm trn gi.- Sn phng, lt vt liuchng trn, d c ra.

Nh 2 sao, thm:- Khu vc s ch v ch

bin nhit, ngui c tch

ring.- C phng m, m bocch m, cch nhit, cchmi gia bp v phng n.- C li chuyn rc tch

bit, m bo v sinh.- Li thot him v thnggi tt.- C phng v sinh chonhn vin bp.

Nh 3 sao, thm:

- Bp u.

- Bp .- Bp bnh.

- Bp ngui.

- Bp cho nhn vin.

- Khu vc son chia thcn.

Nh 4 sao, thm:

- Bp n c sn.

1.10 Kho - C kho bo qun nguynvt liu, thc phm, thit bd phng.

Nh 3 sao, thm:- C cc kho lnh (theo loithc phm).

Nh 4 sao

1.11 Phng hingh, hi tho,phng hp (pdng i vikhch sn thnh

ph v khuynkhch i vicc loi khchsn khc)

- Mtphng hi tho- Phng v sinh nam v nring.

- Khu vc dnh cho hingh, hi tho din tch 200m2

- Snh ch, ng k khchv gii kht gia gi- Mtphng hi ngh 200gh c phng phin dch(cabin)

- Mtphng hi tho- Mtphng hp- Cch m tt- Phng v sinh nam v n

- Khu vc dnh cho hingh, hi tho din tch200 m2.

- Snh ch, ng kkhch v gii kht giagi.- Mt phng hi ngh300 gh c phng phindch(cabin).- Haiphng hi tho.- Haiphng hp.- Cch m tt.

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ring. - Phng v sinh nam vn ring.

1.12 Khu vcdnh cho cn

b, nhn vin

- Phng lm vic ca ngiqun l v cc b phn

chc nng.- Phng trc bung.

Nh 2 sao, thm:

- Phng thay qun o.


Nh 3 sao, thm:

- Phng hp ni b.

- Phng tm.

- Phng n.

Nh4 sao, thm:

- Phng th gin.

2 Trang thit b, tin nghi(theo mc 4.2 Yu cu chung), thm cc yu cu c th sau:

2.1 Cht lngtrang thit b,bi tr, trangtr

- Cht lng tt.

- Bi tr hp l.

- Mu sc hi ha.

- Hot ng tt.


- ng b.

Nh 3 sao, thm:

- Cht lng cao.

- Trang tr ni tht p(khuyn khch tnh dn tctrong trang tr).

Nh 4 sao, thm:

- Hin i, sang trng.

- Trang tr ngh thut.

2.1 Trang thit b ni tht

2.1.1 Snh n

tip v phngv sinh snh

Mc A.1 n A.2 Ph

lc ANh 1 sao Nh 2 sao, thm:

- in thoi cng cng.

- Internet.

- Bn gh cho khch.

- Bng nim yt t gingoi t.

- Xe y cho ngi khuyttt.

Nh 3 sao, thm:

- Thit b phc v thanhton th tn dng.

- Quy bar snh.

- Quy thng tin, quan hkhch hng.

- Quy h tr n tip.

(trc ca, chuyn hnh l,

Nh 4 sao, thm:

- Quy l tn c tchc thnh cc quy phntheo chc nng, gm:

+ Quy t bung;

+ Quy n tip;

+ Quythanh ton;

+ Tng i in thoi.

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- Phng v sinh c giyhoc khn lau tay.

vn th, xe a nkhch).

2.1.2 Bungng v phngv sinh trong

bung ng

Theo A.3 n A.4 Phlc A

Nh 1 sao Nh 2 sao, thm:- Ging n 1,2m x 2m- Ging i 1,6m x 2m- m dy 20 cm.- n u ging chnhc sng.- Lp chn sng cho rmca s.- Bn lm vic, gng soiv n bn.- Giy hoc hp mt laugiy.- Bn chi qun o.- Tranh nh ngh thut treotng.- m un nc siu tc- Kt an ton cho 30% s

bung.- Thit b bo chy.- Ti kim ch.- My sy tc.- cm in cho thit bco ru.-Phng v sinh:

Nh 3 sao, thm:- Bng iu khin thit bin t t u ging.- ng truyn internet tc cao.- My fax cho bung c

bit.- Tivi cho phng khch.- Gng soi c ngi- Bn a bn s ti,danh mc mn n phc vti bung ng t trong cpti liu.- Kt an ton cho 80% s

bung.- Tch ung tr, c ph.- Dng c m bia, ru- Hp giy n.- B n tri cy.

-Phng v sinh:+ Khn lau tay;

Nh 4 sao, thm:- kha t dng th.

Bung nguyn th,thm:+ Ging 2,2 m x 2,2m+ Internet khng dy.

-Phng v sinh:

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+ Tng p gch men tonb;+ n trn;+ B t chu ra mt;

+ Khn chi chn;+ M chp tc;+ Sa tm;+ Bng tm;+ Khch sn ngh dng:50% s bung c bn tmnm c rm che.

+ Kem dng da;+ Vi nc i ng cnh

bn cu;+ n trn bn tm;

+ o chong sau tm;+ Phng tm ng hoc

bn tm nm c rm che;+ Khuyn khch c inthoi trong phng v sinhni vi bung ng.

+ Cn sc khe+ Phng tm ng cho30% s bung v bn tmnm 100% s bung

+ Nc hoa+ Dy phi qun o

Bung nguyn th,thm:+ Bn tm to sng- Phng v sinh:+ Gng cu;+ in thoi ni vi

bung ng.2.1.3 Phnghp, hi tho,hi ngh(p dng ivi khch snthnh ph)

- Bn gh , micro, n incc loi, my chiu, mnchiu.- Trang thit b vn phng

phc v hi tho.

- Bn gh , micro, n in,my chiu, mn hnh.- Trang thit b vn phng

phc v hi tho.- Trang thit b phc v hingh.- S , bin ch dn vn bo thot him.- iu ha khng kh.- H thng thng gi tt.

- Bn gh , micro, nin cc loi, my chiu,mn hnh.- Trang thit b vn phng

phc v hi tho.- Trang thit b phc vhi ngh.- Trang thit b phc vdch thut t nht bnngn ng.- S , bin ch dn vn bo thot him.- iu ha khng kh.- H thng thng gi tt

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- H th ng chi u sng ctnh thm m v iuchnh c sng.- Khuyn khch c hthng thit b hp trc

tuyn.2.1.4 Nh hng,

bar, bpTheo A.5 Ph lc A Nh 1 sao, thm:

- Trang thit b, dng cch bin mn n, ung.- Cc loi t lnh bo qunthc phm.

Nh 2 sao, thm:- Mt bn son chia, sch, ch bin mn n lm

bng vt liu khng thmnc.- Chu ra cho s ch, ch

bin ring.- C chn lc rc, m- H thng ht mi hotng tt.- iu ho khng kh chonh hng, bar.

Nh 3 sao, thm:- Trang thit b phc vtic cao cp.- Trang thit b phc vnt chn.- Trang thit b phc v nti bung ng.- Trang thit b phc v nung ca nhn vin.- Trang thit b, dng cch bin bnh v ngui.

Nh 4 sao, thm:- Trang thit b ch bin,

phc v mn n v ccloi ru ca nh hngc sn.

2.1.5 Git l - Bn l, c u l Nh 3 sao, thm- My git, sy

Nh 4 sao, thm- H thng thit b git lhin i.

2.1.6 Thm - Tri thm bu ng ng (pdng i vi khch snthnh ph v khng pdng i vi sn g)

Nh 3 sao, thm:-Tri thm hnh lang, cuthang, phng hp, hi tho,hi ngh, nh hng (pdng i vi khch snthnh ph).- Khuyn khch p dngi vi cc khch sn khc.

Nh 4 sao

2.1.7 Thnggi, iu ho

- m bo thngthong.

Nh 1 sao Nh 2 sao, thm:- iu ha khng kh.

Nh 3 sao, thm:- iu ha khng kh hai

Nh 4 sao, thm:- iu ha khng kh

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khng kh cckhu vc(khng p dngi vi ni ckh hu n i)

- Khuy n khch thnggi t nhin.

chi u. trung tm hai chi u.

2.1.8 H th nglc nc

- m bo nc c thung trc tip t vinc.

2.1.9 Thang

myT b n t ng tr ln cthang my (k c tngtrt).

Nh 1 sao -T ba t ng tr ln cthang my (k c tng trt).

Nh 3 sao, thm:- Thang my cho hng ha.Thang my cho nhn vinv thang my phc vngi tn tt.

Nh 4 sao

3 Dch v v mc phc v

3.1 Ch t lngphc v

- ng quy trnh kthut nghip v.- Thi thn thin.

Nh 1 sao Nh 2 sao, thm:- Tay ngh k thut cao

Nh 3 sao, thm:- C s phi hp cht chgia cc b phn trong

phc v khch.- m bo tnh chuyn

nghip trong phc v.

Nh 4 sao, thm:- Cht lng phc vhon ho.- Nhanh nhn, nhit tnh,chu o.

3.2 Phc vbung

- C nhn vin trcbung 24/24 h- V sinh bung ngmtngy mtln.- Thay ga bc chn,m v v gi ba ngymt ln hoc khi ckhch mi.- Thay khn mt, khn

Nh 1 sao Nh 2 sao, thm:- Thay ga bc chn,m vv gi mtngy mtln.

Nh 3 sao, thm:- V sinh bung ng mtngy hai ln.- Thay khn mt, khn tmmtngyhai ln.- t hoa qu ti khi ckhch.- t tr, c ph, ng,sa ti nh min ph.

Nh 4 sao, thm:- Mtloi tp ch- Tng c bit, thm:+ Phng n;+ Quy bar;+ Dch v vn phng;+ Dch v l tn ring(nhn v tr bungnhanh);

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t m mtngy mtl n.- C bng hng dnkhch bo v mitrng (t trong phngng v phng v sinh).

+ Phng hp v tin nghicao cp phc vhp;+ Cung cp thng tin,

bo, tp ch min ph.

3.3 Phc v nung

- Phc v n sng. Nh 1 sao, thm:- Phc v n mt ngy ba

ba, cc mn n, ungn gin, d ch bin.

Nh 2 sao, thm:- Phc v n ung t 6 hn 22h (khch sn nghdng: t 6 h n 24 h).- Phc v mn n, ungcht lng tt.

Nh 3 sao, thm:- Phc v n ung t 6 hn 24h.- Phc v mn n, ungcht lng cao.- Phc v n sng t chn.- Phc v n ung ti

bung ng.

Nh 4 sao, thm:- Phc v n ung 24/24h.- C u bp chuynnghip, ch bin cc mnn c sn.- Phc v cc loi ru,mn n v ung caocp.

3.4 Dch vkhc (nu khu ring cnc phng vsinh, quy nhti A.2 Ph lcA)

- L tn, bo v trc24/24 h.

- Nhn gi tin v vt qu ti quy l tn.- Bng thng bo cc

phng thc thanhton.

- in thoi.- nh thc khch.- Chuyn hnh l chokhch.- Cu h (p dng ivi khch sn c bitm ring hoc th thaodi nc).

Nh 1 sao, thm:- Gi qu v hnh lcho khch.- Bn hng lu nim, tpho.- Khuyn khch c dch vthng tin, nhn t tour du

lch, dch v vn chuyn.

Nh 2 sao, thm:- Gi bo, tp ch tisnh n tip.- C dch v vn phng.- Internet.- Thng tin.- Bu chnh.

- Thu i ngoi t.- Dch v t ch, mua vphng tin vn chuyn,tham quan.

- Phc v hp, hi tho,hingh.- Cu lc b gii tr (pdng i vi khch snngh dng).- Git l.

Nh 3 sao, thm:- Ca hng mua sm, lunim.- Dch v dch thut (dchcabin) Phng tp th hnh.- Chm sc sc khe.- B bi (c nhn vin trc

cu h) khuyn khch ivi khch sn ni).- Git kh, l hi ly ngay.- Cu lc b gii tr, ththao.

- Nhn t tour, ccchng trnh hot nggii tr du lch.- Bar m (p dng i vikhch sn ngh dng).

Nh 4 sao, thm:- Chm sc sc p.- Ct tc thm m .- Phng xng hi.- Phng xoa bp.- B bi (c bin ch dn su, c nhn vin trc

cu h, c khn tm, ghnm).- B bi cho tr em cnhn vin trc cu h.- Trng gi tr.- Bar m.- Sn tennis (khng pdng i vi khch snthnh ph, khch snni).

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- Phng y t c bc s trc. - Dch v phc v ngikhuyttt.- Tivi bt c nhiuknh quc t v c knhca khch sn.

4 Ngi qun l v nhn vin phc v

4.1 Trnh chuyn mnnghip v,ngoi ng

Ngi qun l:

- Chng ch trung cpdu lch hoc chng chca VTCB (2) v phiqua lp bi dng qunl lu tr du lch, anninh, an ton, phngchng chy n, bo vmi trng v v sinhan ton thc phm.

- Mtnm kinh nghimtrong ngh.

Nh 1 sao Ngi qun l:

- Tt nghip cao ng dulch, nu tt nghip caong ngnh khc phi qualp bi dng qun l lutr du lch, an ninh, anton, phng chng chy n,

bo v mi trng v vsinh an ton thc phm.

- Hai nm kinh nghimtrong ngh.

- Giao tip tt mt ngoi

ng.

Ngi qun l:

- Tt nghip i hc dulch, nu tt nghip i hcngnh khc phi qua lp

bi dng qun l lu trdu lch, an ninh, an ton,

phng chng chy n, bov mi trng v v sinhan ton thc phm.

- Bn nm kinh nghimtrong ngh.

- Thng tho mt ngoi

ng.

Ngi qun l:

- Tt nghip i hc dulch, nu tt nghip ihc ngnh khc phi qualp bi dng qun l lutr du lch, an ninh, anton, phng chng chyn, bo v mi trng vv sinh an ton thc

phm.

- Nm nm kinh nghimtrong ngh.

-Thng tho mt ngoing v giao tip tt mtngoi ng khc.

Trng cc b phn:

- Chng ch s cpngh (l tn, bung,

bn) hoc chng chca VTCB (2); trng

Trng cc b phn:

Nh 1 sao, thm:

- Chng ch s cp nghbar, bp hoc chng chca VTCB(2).

Trng cc b phn:

- Chng ch trung cp ngh(l tn, bung, bn, bar,

bp) hoc chng ch caVTCB (2).

Trng cc b phn:

- Chng ch cao ng nghhoc chng ch ca VTCB(2).

- Ba nm kinh nghim

Trng cc b phn:

- Chng ch cao ngngh hoc chng ch caVTCB (2).

- Bn nm kinh nghim

TCVN

4391

:2009


18/42

TCVN 4391: 2009

12



hp c chng ch s c pngh khc phi qualp

bi dng nghip v.

- Mtnm kinh nghimtrong ngh.

- Trng l tn giaotip tt mt ngoi ngv s dng c vi tnhvn phng.

- Hai nm kinh nghimtrong ngh.

- Giao tip tt mt ngoing trong phm vi ngh(trng l tn thng thomtngoi ng).

- S dng tt vi tnh vnphng.

trong ngh .

- Thng tho mt ngoing (trng l tn vtrng cc b phn trctip giao dch vi khchthng tho mt ngoi ngv giao tip tt mt ngoing khc).


trong ngh .

- Thng tho mt ngoing v giao tip tt mtngoi ng khc (trng ltn v trng ccb phntrc tip giao dch vikhch thng tho haingoi ng).


Nhn vin phc v:

- Qua lp tp hunnghip v (tr trnghp c vn bng, chngch do c s o to c

thm quyn cp).

-Nhn vin l tn:giaotip tt mt ngoi ng

Nhn vin phc v:Nh 1sao, thm:

- 20% c chng ch nghhoc chng ch ca VTCB(2).

- 80% qua lp tp hunnghip v.

Nhn vin phc v:

- 50% c chng ch nghhoc chng ch ca VTCB(2);


- Nhn vin trc tip phcv khch:giao tip tt mtngoi ng trong phm vingh.

- Nhn vin l tn: thng

Nhn vin phc v:

- 70% c chng ch nghhoc chng chca VTCB(2);


- S dng c vi tnh vnphng.

- Nhn vin trc tip phcv khch: thng tho mtngoi ng

- Nhn vin l tn: thng

Nhn vin phc v:

- 70% c chng ch nghhoc chng ch caVTCB (2);


- S dng c vi tnhvn phng.

- Nhn vin trc tipphc v khch: thngtho mtngoi ng.

-Nhn vin l tn: thng

19

20

TCVN

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:2009


19/42

TCVN 4391: 2009

13



v s dng c vi tnhvn phng

tho mt ngoi ng v sdng tt vi tnh vn phng

tho mtngoi ng v giaotip tt mt ngoi ngkhc; s dng tt vi tnhvn phng.

tho mt ngoi ng vgiao tip tt mt ngoing khc; s dng tt vitnh vn phng.

4.2 Trang phc Theo 4.4 Nh 1 sao Nh 2 sao, thm:- Kiu dng ph hp vichc danh v v tr cngvc- Mu sc hi ho, thuntin

Nh 3 sao, thm:- Cht liu tt, kiu dngp, ph hp vi mitrng v to phong cchring ca khch sn

Nh 4 sao, thm:- Trang phc lm vicc khch sn git l

5 Bo v mi trng, an ninh, an ton, phng chng chy n v v sinh an ton thc phm

5.1 Bo v mitrng

Theo 4.5 Nh 1 sao Nh 2 sao, thm:- C k hoch bo v mitrng- B tr cn b kim nhimqun l mi trng- Thc hin cc bin php

phn loi v qun l chtthi

Nh 3 sao, thm:- C cn b chuyn trchqun l mi trng (pdng i vi khch snngh dng)

Nh 4 sao, thm:- C cn b chuyn trchqun l mi trng- Thc hin kim tonxanh (3)

5.2 An ninh,an ton, phngchng chy nv v sinh anton thcphm

Theo 4.5 Nh 1 sao Nh 2 sao Nh 3 sao, thm:- H thng camera

Nh 4 sao

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 hoc nm ni c gi tr vn ha, lch s cn c bo v, khi ng k hng t 3 saon 5 sao.

TCVN

4391

:2009

21


20/42

TCVN 4391: 2009

14



(2) VTCB: Vit tt ting Anh (Vietnam Tourism Certification Board) Hi ng cp chng ch ngnh du lch Vit Nam.

(3) Kim ton xanh: Kim ton vhiu qu ca cc hot ng qun l, bo v mi trng ca khch sn .


21/42

TCVN 4391: 2009

1

6 Phng php nh gi (xem Ph lc B)

6.1 Nguyn tc nh gi

- Cc tiu chnhgi xphngivi khchsndu lch c chm imnhsau:

+ Chm im 0 i vi tiu ch khng c hoc khng t yu cu ca loi, hng tng ng;

+ Chm im 1 i vi tiu ch t yu cu ca loi, hng tng ng.

6.2 Tng im ti thiu i vi tng loi, hng khch sn

6.2.1 Khch sn thnh ph

-Hng 1 sao: 95% cc tiu ch trong tng s cc tiu ch yu cu i vi khch sn thnh ph hng 1

sao t im 1, tc l t 118 im.

-Hng 2 sao: 95% cc tiu ch trong tng s cc tiu ch yu cui vi khch sn thnh ph hng 2








6.2.2 Khch sn ngh dng

-Hng 1 sao: 95% cc tiu ch trong tng s cc tiu ch yu cu i vi khch sn ngh dng hng 1



sao t im 1,tc l t 131 im.








22/42

TCVN 4391: 2009

2

6.2.4 Khch sn bn ng

-Hng 1 sao: 95% cc tiu ch trong tng s cctiu ch yu cu i vi khch sn bn ng hng 1


-Hng 2 sao: 95% cc tiu ch trong tng s cc tiu ch yu cu i vi khch sn bn ng hng 2

sao t im 1, tc l t 130 im.-Hng 3 sao: 95% cc tiu chtrong tng s cc tiu ch yu cu i vi khch sn bn ng hng 3






6.2.3 Khch sn ni

-Hng 1 sao: 95% cc tiu ch trong tng s cc tiu ch yu cu i vi khch sn ni hng 1 sao t

im 1,tc l t 110 im.

- Hng 2 sao: 95% cc tiu ch trong tng s cc tiu ch yu cu i vi khch sn ni hng 2 sao t

im 1, tc l t 120 im.




im 1, tc l t 229 im.- Hng 5 sao: 95% cc tiu ch trong tng s cc tiu ch yu cu i vi khch sn ni hng 3 sao t



23/42

TCVN 4391: 2009

3

Ph lc A

(qui nh)

Tiu chun trang thit b, tin nghi ti thiui vi khch sn hng 1 sao

A.1 Snh n tip

- Quy l tn;

- in thoi, fax;

- My vi tnh, s sch, s bung;

- Bn ghtip khch;

- Kt an ton;

- Bng nim yt gi dch v;

- Ca ra vo b tr thun tin.

A.2 Phng v sinh snh v cc khu vc cng cng

- Bn cu, giy v sinh;

- Chu ra mt, gng soi, vi nc, x phng;

- Mc treo ti- Thng rc c np;

- Thit bthng gi.

A.3 Bung ng

- Ging n 0,9 m x 2 m; ging i 1,5 m x 2 m;

- T u ging, t ng qun o c 5 mc treo qun o cho mtkhch;

- Bn gh ung nc, gi hnh l;

- Chn v m ging ng (10 cm) c ga bc, gi c v bc, rm ca s hai lp (lp mng v lp dychn sng);

- T lnh 50 l, tivi v iuha khng kh (tr nhng ni c kh hu n i);

- in thoi, n trn, n u ging;

- Cc thy tinh, bnh nc lc, gt tn;

- Mt nhn gn trn ca, chung gi ca,cht an ton, dp i trong phng, st hoc ti ng git l,

st ng rc; cp ng ti liu hng dn cho khch gm: ni quy, hng dn s dng in thoi v

tivi, dch v v gi dch v, thi gian n tip khch, phc v n ung v cc dch v, chnh sch

khuyn mi, phong b, giy, bt vit v tranh nh qung co.


24/42

TCVN 4391: 2009

4

A.4 Phng v sinh trong bung ng

- Tng p gch men cao 1,5 m; sn lt bng vt liu chng trn;

- cm in an ton;

- Chu ra mt v gng soi, vi nc, nc nng, vi tm hoa sen;

- Mc treo quno, gi khn cc loi;- Bn cu, giy v sinh, thng rc c np;

- Thit b thng gi;

- n trn gng soi;

- Vt dng cho mtkhch: cc thy tinh, x phng, du gi u, khn mt, khn tm, kem nh rng,

bn chi nh rng.

A.5 Nh hng, bar

- Bn gh, dng c v t ng dng c phc v n ung;

- T lnh v trang thit b, dng c ch bin mn n, ung (trong khu vc phc v n sng)

- Chu ra dng c n ung

- H thng thot nc chm;

- Dng c v cht ty ra v sinh;

- Thng rc c np;

- nh sng hoc chiu sng tt;

- Thng gi tt.

A.6 Trang thit b khc

- n lu in;

- My pht in;

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


25/42

TCVN 4391: 2009

5

Ph lc B

(quy nh)

Phng php nh gi xp hng khch sn

Tn khch sn:a ch :

in thoi : Fax: E mail:

Website :

Ngy thng nm

Ngi chm im :

Tiu ch Yu cui

viloi khchsn

Yu cu

i vihng sao

nh gi, chm im

im0 im1

1 V tr, kin trc

1.1 V tr

- Thun li. R, C, M, F 1, 2

- Rt thun li. R, C, M, F 3, 4, 5

- Mi trng, cnh quan m bo v

sinh an ton.

R, C, M, F 1, 2

- Mi trng, cnh quan sch p. R, C, M, F 3, 4, 5

1.2 Thit k kin trc

- Thit k kin trc ph hp vi yu cu

kinh doanh, cc khu vc dch v c

b tr hp l, thun tin.

R, C, M, F 1, 2, 3, 4, 5

- Thit k kin trc p. R, C, M, F 3, 4

- Kin trc c bit, kiu dng p, ton

cnh thng nht.

R, C, M, F 5

- Cng trnh xy dng cht lng tt, an

ton.

R, C, M, F 1, 2, 3, 4, 5

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

R, C, M, F 1, 2

-Ni tht, ngoi tht thit k, bi tr,

trang tr p, sang trng, vt liu xy

dng cht lng tt.

R, C, M, F 3, 4, 5

- Ca ring cho khch v nhn vin R, C, M, F 3, 4, 5

- C ng cho xe ln, xe y ca

ngi khuyttt.

R, C, M, F 1, 2, 3, 4, 5

- C bung ng dnh cho ngi khuyt

tt i xe ln, xe y.

R, C, M, F 4, 5

- C Tngc bit. C 5


26/42

TCVN 4391: 2009

6

Tiu ch Yu cui

viloi khch

sn

Yu cu

i vi

hng sao

nh gi, chm im

im0 im1

1.3 Quy m

- 10 bung R, C, M, F 1

- 20 bung R, C, M, F 2

- 30 bung F, M 3

- 50 bung R, C

F, M

3

4

- 80 bung R, C

F, M

4

5

- 100 bung R, C 5

1.4 Ni xe v giao thng ni b

- C ni xe cho khch trong hoc

gn khu vc khch sn.

C 1, 2

-Ni xe trong khu vc khch sn

p ng 20% tng s bung ng.

C 3



C 4, 5



R, M 1, 2, 3, 4, 5

-Ni xe, li i b v giao thng ni

b thun tin, an ton, thng gi tt.

R, C, M 2, 3, 4, 5

1.5 Khu vc snh n tip- Din tch 10 m2, c phng v sinh

snh.

R, C, M

F

1

3

- Din tch 20 m2, c phng v sinh

snh.

R, C, M

F

2

4

- Din tch 35 m2, c phng v sinh cho

nam v n ring.

R, C, M

F

3

5

- Din tch 60 m2, c phng v sinh cho

nam v n ring.

R, C, M 4

- Din tch 100 m2, c phng v sinhcho nam v n ring.

R, C, M 5

- C khu vc ht thuc ring. R, C, M, F 4, 5

- Phng v sinh cho ngi tn tt i

bng xe ln.

R, C, M, F 5

1.6 Khng gian xanh

- Cy xanh t nhng ni cng cng. R, C, M, F 1, 2, 3, 4, 5

- Sn, vn, cy xanh. R

M

1, 2, 3, 4, 5

4, 5

1.7 Din tch bung ng, phng v sinh (khng p dng i vi khch sn ni)

- Din tch ti thiu 9 m2 cho bung mt R, C, M 1


27/42

TCVN 4391: 2009

7

Tiu ch Yu cui

viloi khch

sn

Yu cu

i vi

hng sao

nh gi, chm im

im0 im1

ging n, 12 m2 cho bung hai

ging n hoc mtging i, 3 m2

cho phng v sinh.

- Din tch ti thiu 12 m2 cho mt

ging n, 14 m2 cho 2 ging n

hoc mt ging i, 3 m2 cho phng

v sinh.

R, C, M 2




v sinh.

R, C, M 3

- Din tch ti thiu 16 m2 cho mtging n, 20 m2 cho 2 ging n


v sinh.

- Bung c bit 36 m2 khng bao gm

phng v sinh v ban cng.

R, C, M 4




v sinh.- Bung c bit 50 m2 khng bao gm

phng v sinh v ban cng.

R, C, M 5

1.8 Nh hng, quy bar(c phng v sinh ring nu nh hng tch ri snh n tip)

- C din tch phc v n sng. R, C, M

F

1

1, 2

- Mtnh hng n, quy bar. R, C, M

F

2

3

- Mtnh hng n (u, chung), mt

bar, c phng v sinh ring cho nam vn.

R, C, M

F

3

4

- Hai nh hng n (u, ring), hai

quy bar, cphng v sinh ring cho

nam v n.

R, C, M

F

4

5

- Ba nh hng n ( u, v c sn),

ba quy bar,c phng v sinh ring cho

nam v n.

R, C, M 5

- S gh bng 50% s ging. R, C, M

F

1

1, 2


F

2

3


28/42

TCVN 4391: 2009

8

Tiu ch Yu cui

viloi khch

sn

Yu cu

i vi

hng sao

nh gi, chm im

im0 im1


F

3

4


F

4, 5

5

- C khu vc khng ht thuc. R, C, M 5

1.9 Khu vc bp

- Gn nh hng n, thng gi tt, ngn

chn c ng vt gy hi.

R, C, M, F 2, 3, 4, 5

- Din tch tng xng vi phng n. R, C, M, F 2, 3, 4, 5

- Tng phng khng thm nc, p

gch men s cao ti thiu 2 m.

R, C, M, F 2, 3, 4, 5

- Trn bp phng, nhn khng lm trngi.

R, C, M, F 2, 3, 4, 5

- Sn phng, lt vt liu chng trn, d

c ra.

R, C, M, F 2, 3, 4, 5

- Khu vc s ch v ch bin nhit,

ngui c tch ring.

R, C, M, F 3, 4, 5

- C phng m, m bo cch m,

cch nhit, cch mi gia bp v phng

n.

R, C, M, F 3, 4, 5

- Li chuyn rc tch bit, m bo vsinh.

R, C, M, F 3, 4, 5

- Li thot him, thng gi tt. R, C, M, F 3, 4, 5

- Phng v sinh cho nhn vin bp. R, C, M, F 3, 4, 5

- Bp u, chung lin k vi nh hng. R, C, M

F

2, 3

3, 4

- Bp u, ring lin k vi nh hng

tng ng.

R, C, M

F

4, 5

5

- Bp ch bin mn n c sn. R, C, M, F 5

- Bp bnh. R, C, M, F 4, 5- Bp ngui. R, C, M, F 4, 5

- Bp cho nhn vin. R, C, M, F 4, 5

- Khu vc son chia thc n. R, C, M, F 4, 5

1.10 Kho

- C kho bo qun nguyn vt liu,

thc phm v thit b d phng.

R, C, M, F 3, 4, 5

- C cc kho lnh theo loi thc phm. R, C, M, F 4, 5

1.11 Phng hi ngh, hi tho

- Khu vc dnh cho hi ngh, hi tho,din tch 200 m2 .

C 4, 5

- Snh ch, ng k khch v gii kht C 4, 5


29/42

TCVN 4391: 2009

9

Tiu ch Yu cui

viloi khch

sn

Yu cu

i vi

hng sao

nh gi, chm im

im0 im1

gia gi.

- Mtphng hi ngh 200 gh c phng

phin dch(cabin).

C 4, 5

- MtPhng hi ngh300 gh c phng

phin dch(cabin).

C 5

- Mtphng hi tho. C 3, 4

- Haiphng hi tho. C 5

- Mtphng hp. C 4

- Haiphng hp. C 5

- Cch m tt. C 4, 5

- Phng v sinh nam v n ring. C 3, 4, 5

1.12 Khu vc dnh cho nhn vin

- Phng lm vic ca ngi qun l v

cc b phn chc nng.

R, C, M, F 2, 3, 4, 5

- Phng trc bung. R, C, M, F 2, 3, 4, 5

- Phng thay qun o. R, C, M, F 3, 4, 5

- Phng v sinh nam v n ring. R, C, M, F 3, 4, 5

- Phng hp ni b. R, C, M, F 4, 5

- Phng tm. R, C, M, F 4, 5

- Phng n nhn vin. R, C, M, F 4, 5

- Phng th gin. R, C, M, F 5

2 Trang thit b, tin nghi

2.1 Cht lng, bi tr, trang tr

- Cht lng tt, hot ng tt. R, C, M, F 1, 2, 3

- Cht lng cao, hot ng tt. R, C, M, F 4

- Cht lng cao, hin i, hot ng

tt.

R, C, M, F 5

- Bi tr hp l, mu sc hi ha. R, C, M, F 1, 2, 3, 4, 5

- ng b. R, C, M, F 3, 4, 5- Trang tr ni tht p. R, C, M, F 4, 5

- Sang trng, bi tr ngh thut. R, C, M, F 5

2.2 Trang thit b ni tht

2.2.1 Snh n tip

- Quy l tn (c cc chc nng n

tip, thng tin, t bung, thu ngn,

in thoi).

R, C, M, F 1, 2, 3, 4

- in thoi. R, C, M, F 1, 2, 3, 4, 5

- Fax. R, C, M, F 1, 2, 3, 4, 5- My vi tnh, s sch. R, C, M, F 1, 2, 3, 4, 5

- S bung. R, C, M, F 1, 2, 3, 4, 5


30/42

TCVN 4391: 2009

10

Tiu ch Yu cui

viloi khch

sn

Yu cu

i vi

hng sao

nh gi, chm im

im0 im1

- Bn gh tip khch. R, C, M, F 1, 2, 3, 4, 5

- Kt an ton. R, C, M, F 1, 2, 3, 4, 5

-Nim yt gi dch v. R, C, M, F 1, 2, 3, 4, 5

- Ca ra vo b tr thun tin. R, C, M, F 1, 2, 3, 4, 5

- in thoi cng cng. R, C, M, F 3, 4, 5

- Internet. R, C, M, F 3, 4, 5

- Bng nim yt t gi ngoi t. R, C, M, F 3, 4, 5

- Xe y cho ngi tn tt. R, C, M, F 3, 4, 5

- Quy bar snh. R, C, M, F 4, 5

- Thit b phc v thanh ton th tn

dng.

R, C, M, F 4, 5

- Quy thng tin, quan h khch hng. R, C, M, F 4, 5

- Quy h tr n tip (trc ca, chuyn

hnh l, vn th, xe a n khch...).

R, C, M, F 4, 5

- Quy n tip c b tr ring. R, C, M, F 5

- Quy thu ngn (thanh ton) c b

tr ring.

R, C, M, F 5

- Quy t bung c b tr ring. R, C, M, F 5

-Tngiinthoic b tr ring. R, C, M, F 5

Phng v sinh snh n tip

- Bn cu. R, C, M, F 1, 2, 3, 4, 5

- Giy v sinh. R, C, M, F 1, 2, 3, 4, 5

- Chu ra mt v gng soi. R, C, M, F 1, 2, 3, 4, 5

- Vi nc. R, C, M, F 1, 2, 3, 4, 5

- X phng. R, C, M, F 1, 2, 3, 4, 5

- Thng rc c np. R, C, M, F 1, 2, 3, 4, 5

- Thit b thng gi. R, C, M, F 1, 2, 3, 4, 5

- Mc treo ti. R, C, M, F 1, 2, 3, 4, 5

- Giy hoc khn lau tay. R, C, M, F 3, 4, 5

2.2.2 Bung ng

- Ging ng n 0,9 m x 2 m

ging i 1,5 m x 2 m.

R, C, M

F

1, 2

1, 2, 3

- Ging ng n 1,2 m x 2 m

ging i 1,6 m x 2 m.

R, C, M,

F

3, 4, 5

4, 5

Bung nguyn th:

- Ging ng n 1,2 m x 2 m,

ging i 2,2 m x 2,2 m

R, C, M 5

- T u ging. R, C, M, F 1, 2, 3, 4, 5

- Bng iu khin thit b in t tu ging.

R, C, M, F 4, 5

- T qun o c nm mc treo qun o R, C, M, F 1, 2, 3, 4, 5


31/42

TCVN 4391: 2009

11

Tiu ch Yu cui

viloi khch

sn

Yu cu

i vi

hng sao

nh gi, chm im

im0 im1

cho mtkhch.

- Bn gh ung nc. R, C, M 1, 2, 3, 4, 5

- Bn lm vic c gng soi v n bn. R, C, M 3, 4, 5

- Gng soi c ngi. R, C, M, F 4, 5

- Gi hnh l. R, C, M, F 1, 2, 3, 4, 5

- m c v bc dy 10 cm. R, C, M, F 1, 2

- m c v bc dy 20 cm. R, C, M, F 3, 4, 5

- Chn c ga bc. R, C, M, F 1, 2, 3, 4, 5

- Gi c v bc. R, C, M, F 1, 2, 3, 4, 5

- Rm ca s hailp (lp mng v lp

dy).

R, C, M, F 1, 2

- Rm ca sba lp (thm lp chnsng).

R, C, M, F 3, 4, 5

- T lnh 50 l. R, C, M, F 1, 2, 3, 4, 5

- iu ha khng kh. R, C, M, F 1, 2, 3, 4, 5

- in thoi. R, C, M, F 1, 2, 3, 4, 5

- Ti vi . R, C, M, F 1, 2, 3, 4, 5

- n trn. R, C, M, F 1, 2, 3, 4, 5

- n u ging cho mi khch. R, C, M, F 1, 2

- n u ging cho mi khch chnh

c sng.

R, C, M, F 3, 4, 5

- Cc ung nc. R, C, M, F 1, 2, 3, 4, 5

- Bnh nc lc. R, C, M, F 1, 2, 3, 4, 5

- Gt tn. R, C, M, F 1, 2, 3, 4, 5

- Mt nhn gn trn ca. R, C, M, F 1, 2, 3, 4, 5

- Chung gi ca. R, C, M, F 1, 2, 3, 4, 5

- Cht an ton. R, C, M, F 1, 2, 3, 4, 5

- Dp i trong phng R, C, M, F 1, 2, 3, 4, 5

- Sthoc ti ng git l. R, C, M, F 1, 2, 3, 4, 5

- St ng rc. R, C, M, F 1, 2, 3, 4, 5

- Cp ng ti liu c ni dung nh

tiu chun quy nh.

R, C, M, F 1, 2, 3, 4, 5

- Giy hoc mt lau giy R, C, M, F 3, 4, 5

- Bn chi qun o. R, C, M, F 3, 4, 5

- Tranh nh ngh thut treo tng. R, C, M, F 3, 4, 5

- m un nc siu tc. R, C, M, F 3, 4, 5

- Kt an ton cho 30% s bung. R, C, M, F 3



- Thit b bo chy. R, C, M, F 3, 4, 5


32/42

TCVN 4391: 2009

12

Tiu ch Yu cui

viloi khch

sn

Yu cu

i vi

hng sao

nh gi, chm im

im0 im1

- Ti kim ch. R, C, M, F 3, 4, 5

- My sy tc. R, C, M, F 3, 4, 5

- ng truyn internet tc cao. R, C, M, F 4, 5

- Internet khng dy cho bung nguyn

th.

R, C, M, F 5

- My fax cho bung c bit. R, C, M, F 4, 5

- Tivi (phng khch). R, C, M, F 4, 5

- Bn a bn s ti, danh mc mn

n phc v ti bung t trong cp ti

liu.

R, C, M 4, 5

- Tch ung tr, c ph. R, C, M, F 4, 5

- Hp giy n. R, C, M, F 4, 5

- B n tri cy. R, C, M, F 4, 5

- Dng c m bia, ru. R, C, M, F 4, 5

- kha t dng th. R, C, M, F 5

- Cn sc khe. R, C, M, F 5

Phng v sinh trong bung ng

- Tng p gch men:

+ Cao 1,5 m;

+ Ton b.

R, C, M

R, C, M

1, 2

3, 4, 5

- Sn lt bng vt liu chng trn. R, C, M, F 1, 2, 3, 4, 5

- cm in an ton. R, C, M, F 1, 2, 3, 4, 5

- Chu ra mt v gng soi. R, C, M, F 1, 2, 3, 4, 5

- Gng cu (Bung nguyn th). R, C, M, F 5

- Vi nc. R, C, M, F 1, 2, 3, 4, 5

-Nc nng. R, C, M, F 1, 2, 3, 4, 5

- Vi tm hoa sen. R, C, M, F 1, 2, 3, 4, 5

- Mc treo qun o. R, C, M, F 1, 2, 3, 4, 5

- Gi khn cc loi. R, C, M, F 1, 2, 3, 4, 5

- Bn cu. R, C, M, F 1, 2, 3, 4, 5

- Vi nc di ng cnh bn cu. R, C, M, F 4, 5

- Giy v sinh. R, C, M, F 1, 2, 3, 4, 5

- Thng rc c np. R, C, M, F 1, 2, 3, 4, 5

-Thit b thng gi. R, C, M, F 1, 2, 3, 4, 5

- n trn gng soi. R, C, M, F 1, 2, 3, 4, 5

- Vt dng cho mtkhch:

+ Cc thy tinh; R, C, M, F 1, 2, 3, 4, 5

+ X phng; R, C, M, F 1, 2, 3, 4, 5

+ Du gi u; R, C, M, F 1, 2

+ Du gi u v du x; R, C, M, F 3, 4, 5


33/42

TCVN 4391: 2009

13

Tiu ch Yu cui

viloi khch

sn

Yu cu

i vi

hng sao

nh gi, chm im

im0 im1

+ Khn mt; R, C, M, F 1, 2, 3, 4, 5

+ Khn tm; R, C, M, F 1, 2, 3, 4, 5

+ Khn lau tay; R, C, M, F 4, 5

+ M chp tc; R, C, M, F 3, 4, 5

+ Sa tm; R, C, M, F 3, 4, 5

+ Bng tm; R, C, M, F 3, 4, 5

+ Kem nh rng; R, C, M, F 1, 2, 3, 4, 5

+ Bn chi nh rng; R, C, M, F 1, 2, 3, 4, 5

+ Kem dng da; R, C, M, F 4, 5

+ o chong sau tm; R, C, M, F 4, 5

+ Nc thm; R, C, M, F 5

- Khn chi chn. R, C, M, F 3, 4, 5

- in cho thit b co ru. R, C, M, F 3, 4, 5

- n trn. R, C, M, F 3, 4, 5

- B t chu ra mt. R, C, M, F 3, 4, 5

- Bn tm nm c rm che cho 50% s

bung.

R 3, 4, 5

- n trn bn tm. R, C, M, F 4, 5

- Phng tm ng hoc bn tm nm c

rm che.

R, C, M, F 4

- Bn tm to sng cho bung nguynth.

R, C, M, F 5

- Phng tm ng cho 30% s bung v

bn tm nm cho 100% s bung.

R, C, M, F 5

- Dy phi qun o. R, C, M, F 5

2.2.3 Phng hp, hi tho, hi ngh

- Bn gh, micro, n in cc loi, my

chiu, mn chiu.

C 3, 4, 5

- Trang thit b vn phng phc v hi

tho.

C 3, 4, 5

- Trang thit b phc v hi ngh C 4, 5

- Phng hi ngh 200 gh c phng

phin dch.

C 4, 5

- Phng hi ngh 300 gh, thit b dch

thut.

C 5

- Trang thit b phc v dch thut t

nhtbnngn ng.

C 5

- iu ha khng kh. C 4, 5

- H thng thng gi tt. C 4, 5- S , bin ch dn v n bo thot

him.

C 4, 5


34/42

TCVN 4391: 2009

14

Tiu ch Yu cui

viloi khch

sn

Yu cu

i vi

hng sao

nh gi, chm im

im0 im1

- H thng chiu sng c tnh thm m

v iu chnh c sng.

C 5

- Khuyn khch c h thng thit b hptrc tuyn.

C 5

2.2.4 Nh hng, bar, bp

- Bn gh. R, C, M, F 1, 2, 3, 4, 5

- Dng c v t ng dng c phc v

n ung.

R, C, M, F 1, 2, 3, 4, 5

- C t lnh bo qun thc phm. R, C, M, F 1

- Cc loi t lnh bo qun (theo loi

thc phm).

R, C, M, F 2, 3, 4, 5

- Trang thit b, dng c ch bin thcphm, ung(trong khu vc phc v

n sng).

R, C, M

F

1

1, 2

- Trang thit b, dng c ch bin mn

n, ung.

R, C, M

F

2, 3, 4, 5

3, 4, 5

- Trang thit b ch bin, phc v mn

n v cc loi ru ca nh hng c

sn.

R, C, M, F 4, 5

- Trang thit b ch bin, phc v n

ung ca nhn vin.

R, C, M, F 5

- Trang thit b phc v n t chn v

n ti bung ng.

R, C, M, F 4, 5

- Trang thit b phc v tic cao cp R, C, M, F 4, 5

- Trang thit b, dng c ch bin bnh

v ngui.

R, C, M, F 4, 5

- Mt bn son chia, s ch, ch bin

mn n lm bng vt liu khng thm

nc.

R, C, M, F 3, 4, 5

- Chu ra dng c n ung. R, C, M, F 1, 2, 3, 4, 5- Chu ra cho s ch, ch bin ring. R, C, M, F 3, 4, 5

- Dng c v cht ty ra v sinh. R, C, M, F 1, 2, 3, 4, 5

- Thit b chn lc rc, m cho cc chu

ra trong bp.

R, C, M, F 3, 4, 5

- Thng rc c np. R, C, M, F 1, 2, 3, 4, 5

- H thng thot nc chm. R, C, M, F 1, 2, 3, 4, 5

- H thng ht mi hot ng tt. R, C, M, F 3, 4, 5

- Thng gi tt. R, C, M, F 1, 2, 3, 4, 5

- nh sng hoc chiu sng tt. R, C, M, F 1, 2, 3, 4, 5- iu ha khng kh cho nh hng, bar. R, C, M, F 3, 4, 5

2.2.5 Git l


35/42

TCVN 4391: 2009

15

Tiu ch Yu cui

viloi khch

sn

Yu cu

i vi

hng sao

nh gi, chm im

im0 im1

- Bn l, cu l. R, C, M, F 3, 4, 5

- My git, sy. R, C, M, F 4, 5

- H thng thit b git l hin i. R, C, M, F 5

2.3 Thm

- Thm tri bung ng ( khng p dng

i vi sn g).

C 3, 4, 5

- Thm tri hnh lang, cu thang, phng

hp, hi tho, hi ngh, nh hng.

C 4, 5

2.4 H thng phng tin thng tin, lin lc

- H thng phng tin thng tin, lin

lc y , hot ng tt.

R, C, M, F 1, 2, 3, 4, 5

2.5 H thng in

- Cung cp in 24/24h. R, C, M, F 1, 2, 3, 4, 5

- H thng in chiu sng m bo yu

cu tng khu vc.

R, C, M, F 1, 2, 3, 4, 5

- C h thng in d phng/ my pht

in.

R, C, M, F 1, 2, 3, 4, 5

2.6 Thng gi, iu ho khng kh cc khu vc

- Thng thong, h thng thng gi hot

ng tt.

R, C, M, F 1, 2, 3, 4, 5

- iu ha khng kh cc khu vcdch v (khng p dng i vi ni c

kh hu n i).

R, C, M, F 3

- iu ha khng kh hai chiu (khng

p dng i vi ni c kh hu n i).

R, C, M, F 4

- iu ha khng kh trung tm hai

chiu (khng p dng i vi ni c kh

hu n i).

R, C, M, F 5

2.7 H thng nc- Cung cp nc sch, v nc cho

cha chy, c h thng d tr nc.

R, C, M, F 1, 2, 3, 4, 5

- C h thng thot nc m bo v

sinh mi trng.

R, C, M, F 1, 2, 3, 4, 5

-Nc c lc v m bo ung c

trc tip t vi nc.

R, C, M, F 5

2.8 Thang my

- T bntng tr ln c thang my (k

c tng trt).

R, C, M 1, 2

- Tba tng tr ln c thang my (k c

tng trt).

R, C, M 3, 4, 5


36/42

TCVN 4391: 2009

16

Tiu ch Yu cui

viloi khch

sn

Yu cu

i vi

hng sao

nh gi, chm im

im0 im1

- Thang my cho nhn vin phc v. R, C, M 4, 5

- Thang my cho hng ha. R, C, M 4, 5

- Thang my c tin nghi phc v ngi

tn tt.

R, C, M 5

3 Dch v v mc phc v

3.1 Cht lng phc v

- Phc v ng quy trnh k thut

nghip v.

R, C, M, F 1, 2, 3, 4, 5

- Thi thn thin. R, C, M, F 1, 2, 3, 4, 5

- Tay ngh k thut cao. R, C, M, F 3, 4, 5

- C s phi hp cht ch gia cc bphn trong phc v khch.R, C, M, F 4, 5

- m bo tnh chuyn nghip trong

phc v.

R, C, M, F 4, 5

- Cht lng phc v hon ho. R, C, M, F 5

-Nhanh nhn, nhit tnh chu o. R, C, M, F 5

3.2 Phc v bung

-Nhn vin trc bung 24/24 h. R, C, M, F 1, 2, 3, 4, 5

- V sinh bung ng mtngy mtln. R, C, M, F 1, 2, 3

- V sinh bung ng mtngy hai ln. R, C, M, F 4, 5

- Thay ga bc chn, m v v gi ba

ngy mtln hoc khi c khch mi.

R, C, M, F 1, 2

- Thay ga bc chn, m v v gi mt

ngy mtln.

R, C, M, F 3, 4, 5

- Thay khn mt, khn tm mt ngy

mtln.

R, C, M 1, 2, 3

- Thay khn mt, khn tm mt ngy

hai ln.

R, C, M, F 4, 5

- Bng hng dn khch bo v mi

trng trong bung ng

R, C, M 1, 2, 3, 4, 5

- t hoa qu ti khi c khch. R, C, M, F 4, 5

- t tr, c ph, ng, sa ti nh

min ph.

R, C, M, F 4, 5

- t mt loi tp ch. R, C, M, F 5

- Tng c bit, gm:

+ Phng n; R, C, M, F 5

+ Quy bar; R, C, M, F 5

+ Dch v vn phng; R, C, M, F 5

+ Dch v l tn ring (nhn v tr

bung nhanh);

R, C, M, F 5


37/42

TCVN 4391: 2009

17

Tiu ch Yu cui

viloi khch

sn

Yu cu

i vi

hng sao

nh gi, chm im

im0 im1

+ Phng hp v tin nghi cao cp phc

v hp;

R, C, M, F 5

+ Cung cp thng tin, bo, tp ch minph.

R, C, M, F 5

3.3 Phc v n ung

- Phc v n ung t 6 h n 22 h. C, M, F 3

- Phc v n ung t 6 h n 24 h. C, M, F

R

4

3, 4

- Phc v n ung 24/24 h. R, C, M, F 5

- Phc v n sng. R, C, M, F 1, 2, 3, 4, 5

- Phc v n baba v phc v tic R, C, M, F 2, 3, 4, 5

- Tic cao cp. R, C, M, F 4, 5

- n sng t chn. R, C, M, F 4, 5

- Phc v n ung ti bung ng. R, C, M, F 4, 5

- Phc v mn n c sn (Vit Nam

hoc nc khc).

R, C, M, F 5

- Phc v mn n, ung n gin, d

ch bin.

R, C, M, F 1, 2, 3, 4, 5

- Phc v mn n, ung phong ph

vi cht lng tt.

R, C, M, F 3, 4, 5

- Phc v mn n, ung phong phvi cht lng cao.

R, C, M, F 4, 5

- Phc v cc loi ru, mn n v

ung c bit.

R, C, M, F 5

3.4 Dch v khc

- L tn` trc 24/24 h. R, C, M, F 1, 2, 3, 4, 5

- Bo v trc 24/24 h. R, C, M, F 1, 2, 3, 4, 5

- Gi tin v vt qu ti l tn. R, C, M, F 1, 2, 3, 4, 5

- Bng thng bo phng thc thanhton.

R, C, M, F 1, 2, 3, 4, 5

- in thoi. R, C, M, F 1, 2, 3, 4, 5

- nh thc khch. R, C, M, F 1, 2, 3, 4, 5

- Chuyn hnh l cho khch. R, C, M, F 1, 2, 3, 4, 5

- Trc cu h (p dng i vi khch

sn c b bi hoc c bi tm ring, c

loi hnh th thao nc).

R, C, M, F 1, 2, 3, 4, 5

- C gi bo, tp ch ti snh l tn. R, C, M, F 3, 4, 5

- Gi ti sn qu v hnh l cho khch. R, C, M, F 2, 3, 4, 5- Dch v bn hng (quy hng ho, lu

nim).

R, C, M, F 2, 3


38/42

TCVN 4391: 2009

18

Tiu ch Yu cui

viloi khch

sn

Yu cu

i vi

hng sao

nh gi, chm im

im0 im1

- Dch v bn hng (ca hng bn hng

ho, lu nim cao cp).

R, C, M, F 4, 5

- Dch v vn phng. R, C, M, F 3, 4, 5

- Internet. R, C, M, F 3, 4, 5

- Thng tin. R, C, M, F 3, 4, 5

- Bu chnh. R, C, M, F 3, 4, 5

- Thu i ngoi t. R, C, M, F 3, 4, 5

- Dch v t ch, mua v phng tin

vn chuyn, tham quan.

R, C, M, F 3, 4, 5

-Nhn t tour v cc chng trnh

hot ng gii tr du lch.

R, C, M, F 4, 5

- Phc v hp, hi tho, hi ngh. R, C, M, F 3, 4, 5

- Dch v dch thut (dch cabin c h

thng thit b nghe dch).

R, C, M, F 4, 5

- Git l. R, C, M, F 3, 4, 5

- Git kh, l hi ly ngay. R, C, M, F 4, 5

- Phng tp th hnh. R, C, M, F 4, 5

- Chm sc sc khe. R, C, M, F 4, 5

- Cu lc b gii tr, th thao. C, M, F

R

4, 5

3, 4, 5

- Bar m. R 4, 5

- Phng y t c bc s trc. R, C, M, F 4, 5

- B bi (c ch dn su v nhn vin

trc cu h).

R, C, M 4

- B bi (c ch dn su v nhn vin

trc cu h, c khn tm, gh nm).

R, C, M, F 5

- B bi cho tr em c nhn vin trc

cu h.

R, C, M, F 5

- Chm sc sc p. R, C, M, F 5

- Ct tc thm m. R, C, M, F 5- Phng xng hi. R, C, M, F 5

- Phng xoa bp. R, C, M, F 5

- Trng gi tr. R, C, M, F 5

- Bar m. R, C, M, F 5

- Sn tennis. R 5

- Dch v phc v ngi khuyttt. R, C, M, F 5

- Tivi bt c nhiu knh quc t v

c knh ca khch sn.

R, C, M, F 5

4 Ngi qun l v nhn vin phc v

4.1 Trnh chuyn mn nghip v, ngoi ng


39/42

TCVN 4391: 2009

19

Tiu ch Yu cui

viloi khch

sn

Yu cu

i vi

hng sao

nh gi, chm im

im0 im1

Ngi qun l:

- Tt nghip trung cp du lch hoc c

chng ch ca VTCB; qua lp bidng qun l lu tr du lch, an ninh,

an ton, phng chng chy n, bo v

mi trng v cht lng v sinh an

ton thc phm.

R, C, M, F 1, 2

- Tt nghip cao ng du lch. Nu tt

nghip cao ng ngnh khc phi qua

lp bi dng qun l lu tr du lch,

an ninh, an ton, phng chng chy n,

bo v mi trng v cht lng v sinhan ton thc phm.

R, C, M, F 3, 4

- Tt nghip i hc du lch. Nu tt

nghip i hc ngnh khc phi qua lp

bi dng qun l lu tr du lch, an

ninh, an ton, phng chng chy n,

bo v mi trng v cht lng v sinh

an ton thc phm.

R, C, M, F 5

- Mtnm kinh nghim trongngh. R, C, M, F 1, 2- Hai nm kinh nghim trong ngh. R, C, M, F 3

- Ba nm kinh nghim trong ngh. R, C, M, F 4

- Nm nm kinh nghim trong ngh. R, C, M, F 5

- Giao tip tt mtngoi ng. R, C, M, F 3

- Thng tho mtngoi ng v giaotip

tt mtngoi ng khc.

R, C, M, F 4

- Thng tho haingoi ng. R, C, M, F 5

Trng cc b phn:

- Chng ch s cp ngh (l tn, bungbn) hoc chng ch ca VTCB .

R, C, M, F 1

- Chng ch s cp ngh (l tn, bung

bn, bar, bp) hoc chng ch ca

VTCB.

R, C, M, F 2

- Chng ch trung cp ngh (l tn,

bung bn, bar, bp) hoc chng ch

ca VTCB.

R, C, M, F 3, 4

- Chng ch cao ng ngh (l tn,

bung bn, bar, bp) hoc chng ch

ca VTCB.

R, C, M, F 5

- Mtnm kinh nghim trong ngh. R, C, M, F 1, 2


40/42

TCVN 4391: 2009

20

Tiu ch Yu cui

viloi khch

sn

Yu cu

i vi

hng sao

nh gi, chm im

im0 im1

- Hai nm kinh nghim trong ngh. R, C, M, F 3, 4, 5

- Giao tip tt mt ngoi ng trong

phm vi ngh.

R, C, M, F 3

- Thng tho mtngoi ng. R, C, M, F 4, 5

- S dng tt vi tnh vn phng. R, C, M, F 4, 5

Trng l tn, trng cc b phn trc tip giao dch vi khch (bn hng, quan h khch hng,

marketing)

- Trng l tn giao tip tt mtngoi

ng v s dng c vi tnh vn phng.

R, C, M, F 1, 2

- Trng l tn thng tho mt ngoi

ng v s dng tt vi tnh vn phng.

R, C, M, F 3

- Trng l tn v trng cc b phntrc tip giao dch vi khch thng tho

mt ngoi ng v giao tip tt mt

ngoi ng khc; s dng tt vi tnh vn

phng.

R, C, M, F 4

- Trng l tn v cc b phn trc tip

giao dch vi khch thng tho hai

ngoi ng v s dng tt vi tnh vn

phng.

R, C, M, F 5

Nhn vin phc v

- Qua lp tp hun nghip v (tr

trng hp c vn bng, chng ch do

c s o to c thm quyn cp).

R, C, M, F 1

- 20% c chng ch ngh hoc chng

ch ca VTCB v 80% qua lp tp

hun nghip v.

R, C, M, F 2


ch ca VTCB v 50% qua lp tphun nghip v.

R, C, M, F 3


ch ca VTCB, 30% qua lp tp hun

nghipv.

R, C, M, F 4, 5

- Nhn vin trc tip phc v khch

giao tip tt mtngoi ng trong phm

vi ngh.

R, C, M, F 3

- Nhn vin trc tip phc v khch

thng tho mtngoi ng.

R, C, M, F 4, 5

-Nhn vin trc tip phc v khch s

dng c vitnh vn phng

R, C, M, F 4, 5


41/42


42/42

TCVN 4391: 2009

Tiu ch Yu cui

viloi khch

sn

Yu cu

i vi

hng sao

nh gi, chm im

im0 im1

- C cn b chuyn trch v qun l,

bo v mi trng.

C, M, F

R

5

4, 5

- Thc hin kim ton xanh. R, C, M, F 5

CH THCH:

- R: khch sn ngh dng.

- C : khch sn thnh ph.

- M: khch sn bn ng.

- F: khch sn ni.

Documents

TCVN-4391-2009-Khachsan-Xephang_2