vietnam home stay operation manual vn

Ti liu Hng dn vn hnh

B VN HA, TH THAO V DU LCH

CHNG TRNH PHT TRIN NNG LC DU LCH C TRCH NHIM VI MI TRNG V X HI DO LIN MINH CHU U TI TR

Chng trnh Pht trin nng lc du lch c trch nhim vi mi trng v x hi

39A Ng Quyn, H Ni, Vit Nam

Tel: (84 4) 3734 9357 | Fax: (84 4) 3734 9359 | Email: [email protected] | Website: www.esrt.vn

MC LCGII THIU 3

DU LCH V HOMESTAY VIT NAM 4

V SINH V CHM SC MI TRNG 5

AN TON V AN NINH 6

DCH V KHCH HNG 7

TNG TI A DOANH THU 9

QUN L TIN 11

TIP TH CHI PH THP 13

CNG VIC DN PHNG 15

DCH V N UNG 16

NU N 17

2013 Chng trnh Pht trin nng lc du lch c trch nhim vi mi trng v x hi

Cun sch c xy dng vi s gip ca Chng trnh Pht trin nng lc du lch c trch nhim vi mi trng v x hi (D n EU) do EU ti tr.

Ni dung ca n phm ny hon ton do D n EU chu trch nhim v khng th hin quan im ca Lin minh Chu u bt c gc no. Lin minh Chu u v D n EU khng m bo tnh chnh xc ca s liu nu trong n phm ny v khng chu trch nhim i vi bt c hu qu no do s dng cun sch.

D n EU v Lin minh Chu u khuyn khch in hoc sao chp cun sch ny s dng c nhn v phi thng mi c xc nhn D n EU v Lin minh Chu u. Ngi s dng khng c bn li, phn phi li, hay to ra cc tc phm sao chp c xc nhn ca D n EU v mc ch thng mi m khng c s ng bng vn bn ca D n EU v EU.

Tourism and homestays in

Vietnam

The ESRT programme

S DNG TI LIU

Ti liu Hng dn vn hnh Du lch lu tr ti nh dn c thit k nh l ti liu o to cho nhng ngi iu hnh homestay do Chng trnh o to Du lch tc ng cao cho khu vc phi chnh quy (HITT) Vit Nam do EU ti tr xy dng v c s h tr ca Chng trnh pht trin du lch c trch nhim vi mi trng v x hi (D n EU) do EU ti tr. Ti liu gii thiu tng quan cc ch chnh t cc kha tp hun cho cn b iu hnh homestay ca HITT gm k nng khch sn c bn nh dch v khch hng, dn phng v dch v n ung, thng qua cc k nng qun l doanh nghip nh nh tip th v k ton c bn. Cun ti liu ny c th c nhng ngi ang iu hnh homestay v nhng ngi s iu hnh homestay tim nng, cn b cng nh nhng ngi ang hnh ngh v ging vin lm vic trong lnh vc du lch cng ng v qun l homestay quan tm.

1 Hi ng Du lch & L hnh Th gii (WTTC) 2013, Tc ng ca kinh t du lch & Du lch 2013: Vit Nam, WTTC, London, UK

TI LIU HNG DN VN HNH DU LCH LU TR TI NH DN 3

GII THIU

Du lch l mt phn quan trng trong nn kinh t ca Vit Nam, ng gp trc tip 4,5% vo tng sn phm quc ni ca t nc v to ra 1,8 triu vic lm trc tip hay 3,8% tng lc lng lao ng nm 2012. 1

Thng thy khu vc min ni pha bc v min trung Vit Nam ni c nhiu dn tc thiu s sinh sng, tri nghim homestay thng kt hp n, ti cc gia nh ch nh trong nhng ngi lng truyn thng, biu din vn ha, cc tour thm quan a phng v mua hng lu nim th cng m ngh.

Homestay l mt th trng ring trong ngnh du lch rng ln Vit Nam, nu c pht trin theo cch tip cn da vo th trng, homestay c th l s la chn sinh k bn vng/b sung cho cc thnh vin trong cng ng nng thn, ni cc la chn sinh k khc cn hn ch.

c Lin minh Chu u (EU) ti tr, Chng trnh Pht trin du lch c trch nhim vi mi trng v x hi (D n EU) l chng trnh tng cng nng lc ngnh cho cc bn lin quan trong Ngnh du lch Vit Nam. Cun Ti liu Hng dn vn hnh Du lch lu tr ti nh dn c bin son nhm nng cao nng lc cho nhng ngi iu hnh homestay cc khu vc nng thn xa xi ho lnh Vit Nam nhm tng cng chun iu hnh homestay, to vic lm v thu nhp cho ngi dn a phng.

Du lch v lu tr ti nh dn Vit Nam

D n EU

thnh cng trong kinh doanh, iu quan trng l phi hiu bn cht ca cng vic bn ang lm (sn xut hng ha v dch v), khch hng ca bn (ngi mua sn phm ca bn), s nng ng ca ngnh m bn ang hot ng trong (cc t chc bn ngoi c nh hng n hot ng kinh doanh ca bn) v hiu nhng tc ng tch cc v tiu cc c th c n cng vic ca bn.

Du lch l s i li ca con ngi n cc quc gia hoc a im bn ngoi mi trng sng thng xuyn ca mnh v mc ch c nhn hay cng vic/ ngh nghip.

Ngnh du lch bao gm tt c cc doanh nghip trc tip cung cp hng ha hoc dch v to iu kin cho cc hot ng kinh doanh, vui chi v gii tr ti cc a im bn ngoi mi trng gia nh.

Theo Tng cc Thng k Vit Nam, nm 2012 hu ht khch du lch quc t n Vit Nam t trong khu vc, vi ngun khch quan trng n t Trung quc, Hn Quc v i Loan. Hu ht khch du lch phng ty n Vit Nam l t M, Australia v Php. 2

Khch quc t n Vit Nam ch yu ngh ngi, gii tr sau thi gian lm vic v hc tp. Thm bn b v gia nh v v mc ch cng vic cng rt ph bin.

Khch du lch n homestay mun c tri nghim cuc sng bn lng nn vn ha v phong tc tp qun ca ngi dn a phng v thng thc mi trng thin nhin xung quanh. y l mong mun chung ca hu ht khch du lch n homestay.

Khch du lch cn mt lot dch v trong khi i ngh nh: Phng tin i li Ch qua m n thc ung cho ba sng, ba tra, ba ti v

n nh Cc th xem v lm cho th gin, ngh ngi, gii tr

Ngn hng, vin thng, an ton v an ninh cng rt quan trng.

Theo tiu chun quc gia ca chnh ph Vit Nam (TCVN) cho homestay th cc homestay cn phi p ng mt s tiu chun nht nh khi cung cp tin nghi v dch v nhm m bo khch du lch hi lng vi tri nghim homestay. Tin nghi v tiu chun chnh ca homestay gm: Tin nghi phng ng mt phng ng / phng ng

cho khch (8-10 m2), thng thong, c in, n chiu sng, mt chic qut, mt (nhiu) ging n (0,9m x

2m) hot mt (nhiu) ging i (1,5m x 2m) Tin nghi phng tm Mt phng tm / vi sen v

b x (3m2, phc v ti a 5 khch/phng), tng v sn lt gch men, n chiu sng, vi sen vi nc nng, bn ra v b x

K nng v o to Cn b qun l cn phi tham gia mt kha tp hun v qun l homestay tr nhng ngi c cp chng ch ca c s o to du lch c thm quyn.

Du lch l g?

Cc yu cu chnh cho vn hnh homestay Vit Nam

2 Tng cc thng k Vit Nam 2012, Khch quc t n Vit Nam trong thng 12 v 12 thng 2012, C trn [online]: www.vietnamtourism.gov.vn/english/index.php?cat=012041&itemid=6308, Accessed 27/08/2013

DU LCH VHOMESTAY VIT NAM


Mt homestay sch s, gn gng to n tng u tin tt cho khch. Khch du lch cng quan tm nhiu n v sinh ca c nhn vin dch v v mi trng sng xung quanh gia nh. V sinh tt cng lm gim t l mc tai nn v ngn nga su bnh v s ly lan ca bnh tt. gi homestay ca bn sch s v gn gng, cn: B qun o v vt dng c nhn sau khi s dng ra

ngoi

B tr mi trng sch s v hp dn. Cc yu cu chnh bao gm: Gi cho ng i, li i v h thng thot nc sch

s, khng c l cy v nc ng

Hu ht khch homestay mong mun c thng ngon mi trng thin nhin xung quanh v mun bit nhng ngi iu hnh homestay lm g chm sc chng. Nhng nguyn tc c bn di y cn c thc hin: S dng thng ng rc v lm theo ng cc nguyn

tc qun l rc thi

Hy l mt nh iu hnh homestay c trch nhim v hn ch ti a rc thi, vic s dng nc v nng lng: Thc hin cc nguyn tc qun l rc tt v ch mua

nhng th bn cn, ti s dng v ti ch rc u c th v x l nhng th cn li theo quy trnh qun l rc thi ph hp.

Thng xuyn bo tr/sa cha bt c ci g b hng Dn dp nhng th ln xn khng cn thit Gi vt nui v ng vt bn ngoi li i Qut dn hng ngy, c bit khi ang c khch Gi cho gi, khn tri ging kh ro v sch s Lau chi khu bp hng ngy t thng rc v rc hng ngy

Gi cho khu vn gn gng, khng c c Dn dp rc thi v phn ng vt Gi b cha nc sch s v y np trnh cn

trng, su b v l cy lm nhim nc

Khng vt rc ba bi, c bit dc theo ng i, trong lng v nhng khu vc xung quanh

Gi cho lng xm, a phng sch s v gn gng Thng bo vi dn lng v tm quan trng ca vic

chm sc mi trng Hn ch s dng phn ha hc v thuc bo v thc

vt c hi

Tit kim nc bng cch kha vi nc ngay sau khi dng, sa cha nhng vi nc v ng ng nc b r r ngay sau khi pht hin v yu cu khch s dng nc mt cch hp l

Tit kim in bng cch tt n v in khi khng s dng v dng bng n c cng sut thp, bng n tit kim in

Tin nghi cho Homestay

Sn vn

Mi trng xung quanh

Rc thi, nc v nng lng

Khch c nhng k vng c bn v v sinh v s sch s. V sinh trong homestay cp n s sch s ca ngi nh v vn ca gia nh gia ch hoc nhn vin dch v.

V SINH V CHM SC

MI TRNG


Qun l cc vn an ninh

Lp k hoch m bo an ninh v an ton c nhn ca bn thn bn v ca khch khng b n trm ti sn, n cp, v s c lin quan n bo lc. Mt s nguyn tc n gin bao gm: C ch kha dng c nhn Cung cp y nh sng bn trong v bn ngoi

homestay Gip khch thot khi s c ng thi m bo an

ton cho bn thn H tr khch bo s c an ninh nghim trng vi

chnh quyn a phng h c th lm yu cu bi thng bo him

Qun l cc vn an ton

Thng tch gy phng hi n an ton c nhn c th do ng vt, cn trng v cy ci gy ra hoc tai nn do tng tc vi mi trng xy dng v d: b ng do cu thang gy. Hy lm gim cc s c an ton bng cch: Cnh bo khch v cc ri ro an ton bit Ngn cn vt nui hoc ng vt Gi cho sn vn v khu vc xung quanh ngn np,

gn gng Cung cp mn chng mui cho khch Bo dng tt cc thit b in v cm Phc v v tiu th ru c trch nhim Bo dng tt dng trong nh

ng ph khn cp

Ch nh thng c th tr gip khch trong trng hp khch b thng nh nh: vt ct nh v vt xc, cn trng cn, ng, v.v. Tuy nhin, nu khch b thng nng, cn phi a h n bc s cng nhanh cng tt. Cc bc chnh trong ng ph khn cp bao gm: Xc nh mc nguy him ca vt thng. Liu vt

thng c th iu tr d dng khng hay cn n y t hoc bc s?

Bo v khch v loi b ngun gy thng tch (v d ra khi ngun cp in hay ng vt nguy him)

Thng bo cho ngi khc v tnh trng ny v nhn s gip thm nu cn thit

Gi cho s in thoi khn cp p dng iu tr cp cu c bn (s cu) a bnh nhn n bc s hoc bnh vin nu cn thit

Vic ng ph vi mt lot cc tnh hung khn cp thng gp trong mi trng homestay c nu di y.

THNG TCH NG PH KHN CP

Bng Lm mt bng hoc nc lnh vi. Khng lm v ch b rp ln. Bng lng vo vt bng.

Ch cn Lau vt thng bng thuc kh trng, v bng tm vt thng hoc b bt. a ngi b nn n bc s tim phng un vn nu cn.

in git Tt ngay in. Nu cn, p dng k thut hi sinh tim phi (thi khng kh vo ming v n ln ngc). a nn nhn n trung tm y t gn nht khi tim p tr li v th li.

Cn trng t Ly vi ca cn trng ra khi da bng cch dng li dao co hoc dao co ra. ng ly ngn tay ko ra. Bi du tr d ng ln vt t.

Rn cn Nu b chn hoc cnh tay, hn ch s di chuyn ca chn hoc cnh tay bng cch treo cnh tay ln hoc buc chn ny vo chn kia. a bnh nhn n bc s ngay lp tc.

Bong gn Bng khu vc b bong gn gi c nh. Nng cao chn ln nu b bong gn mt c chn. Chm vo vt thng gim sng.

AN TON VAN NINH

Khi khch i du lch, an ton v an ninh cho sc khe ca bn thn v ti sn c nhn l mi quan tm hng u. Nhng ngi iu hnh Homestay cn bit cch trnh cc s c xy ra v c kh nng ng ph vi tng s c, trong trng hp khng th trnh c.


Nu bn khng bit ti sao khch du lch quyt nh n homestay ca bn th bn s gp kh khn trong vic cung cp nhng yu cu cn thit p ng mong i v nhu cu ca h.

Trong khi mi khch du lch u c nhu cu ring, vn c mt s k vng chung ca khch. l c th ngh qua m ni c th chi tr c, sch s, thoi mi v an ton ng thi c tri nghim li sng truyn thng ca ngi Vit Nam, nm cc mn n v ung truyn thng Vit Nam, tm hiu v Vit Nam bng cch ni chuyn vi ngi a phng, xem biu din vn ha hoc xem cc mt hng th cng m ngh a phng v tri nghim mi trng thin nhin Vit Nam.

Khi khch t ch trc, iu quan trng l bn phi hiu mt cht v khch c th chun b b tri ging ti homestay, n v ngi phc v cho ph hp. Nu c th c hy tm hiu: Bao nhiu ngi n Gii v tui ca h Quc gia Thi gian li

Cc dch v yu cu thm ngoi lu tr (v d t chc tour, trnh din vn ha, v.v.)

Khi b tr homestay cho khch, cc tiu chun chung di y cn c p dng: Sn vn Gi gn gng, ngn np, khng c rc, c

v cy ci qu rm rp. Phng khch Gn gng, ngn np, khng c rc.

dng nh bn, gh, m ngi v t phi c bo dng tt v b tr p mt. Qut dn sn sch s. Nhng dng trong nh m khch khng cn n phi ct ngoi tm mt.

Khu ng Gn gng, ngn np, khng c rc. Qut dn sch nn v lau bi trn b mt. B trn ging (chn, ga, gi, m) cn c xp t gn gng. Cn cung cp mn chng mui. C ch hnh l v c thng ng rc. Cc phng phi c thng gi.

Bp Gn gng, ngn np, khng c rc. Qut dn sch nn v lau bi trn b mt. Thc phm, thit b v dng cn phi lm sch v ct gi gn gng. Thng rc phi c np. Phng bp phi c thng gi.

Nh v sinh & phng tm Gn gng, ngn np, khng c rc. Vt dng v sinh c nhn ca gia nh phi c loi b. Nn khng c trn. C mt thng rc, giy v sinh, mt thng nc v go mc nc cho b x xm.

Chun b n khch

DCH V KHCH HNGDch v khch hng l nhng hnh ng hoc hot ng c cung cp p ng mong i ca khch v to s hi lng cho khch. Cc hot ng dch v khch hng Homestay c th c nhm li thnh 4 lnh vc chnh: chun b cho khch, n khch, tng tc vi khch v tm bit khch.


Duy tr tng tc tt vi khch s to ra bu khng kh m p khch cm thy nh ang nh. y cng l cch tt nht khch tri nghim v tm hiu vn ha ca a phng bn. Thng qua vic tng tc vi khch, bn c th bit dch v m mnh cung cp c p ng nhu cu ca khch hay khng, nhn c phn hi ci tin hn na dch v ca mnh, gii quyt khiu ni v tm cch bin vn ny sinh thnh c hi. iu ny cng m ra cc c hi qung b cc hot ng hoc dch v khc ca bn.

Tng tcMt s gi chung cho s tng tc tt l: Thn thin v n n ci Hy suy ngh v nhng g khch c th mun hoc cn

v ch ng h tr trc khi h yu cu Chia s nhng cu chuyn v cng ng ca bn,

phong tc tp qun v vn ha Thng bo vi khch v cc dch v ca bn hoc cc

dch v m cng ng a phng cung cp (v d trnh din m nhc hoc ma, bn hng lu nim, v.v.)

Chia tay vi khch l c hi cui cng bn sa cha bt c vn no ny sinh trong thi gian khch homestay v l c hi cui cng bn th hin s hiu khch ca mnh v chm sc h bng cch chc h ln ng may mn. Khi chia tay vi khch cn: Chun b trc ha n hoc bng tnh ton s tin

khch phi tr (cng vi thng tin h tr) Kim tra li thng tin v cc dch v s dng c

tnh v tnh tng s tin trong ha n To c hi cho khch kim tra ha n v t cu hi

hiu r (nu c). Yu cu hng dn vin h tr nu cn

Hon thin thanh ton Cm n khch n . a cho khch danh thip

(business card) ca homestay cng l cch tt qung b bng ming cho homestay ca bn.

ngh gip mang hnh l cho khch Yu cu khch vit vo s nhn xt ca khch (nu c)

n tip m cng s to ra nhng k vng. y l c hi th hin s hiu khch ca bn v l lc gii thiu cc thnh vin trong gia nh bn. Cng l lc gii thiu cho khch v cc trang thit b v dch v ti homestay ca bn. Lc ny bt c vn g u c th c nu vi khch, nhng iu m h cn phi bit (v d hn ch nh sng n, h thng nc nng, gi n v.v.).

Gii quyt khiu ni nhanh chng v y bng cch th hin mi quan tm v hiu bit, a ra gii php kh thi v thc hin ngay lp tc

Giao tipTng tc vi khch thng qua tt c cc hnh thc giao tip. S dng giao tip bng li nu c th. Ni r rng v lng nghe cn thn. S dng ngn ng c th nu khng giao tip c bng li. Biu tng, du hiu v hnh nh cng l cch tt giao tip.

Gii quyt khiu ni Vn hnh mt homestay nm trong ngnh dch v v qun l. Nhng con ngi khc nhau lun c nhng k vng khc nhau, khiu ni c th xy ra ti bt k thi im no. Khi gii quyt khiu ni, hy lng nghe chm ch, th hin s ng cm v c gip gii quyt vn . Khi gii quyt tt, vn c th s tr thnh mt tri nghim tch cc cho khch v dn n vic h s gii thiu tt cho ngi khc v cng vic kinh doanh s tip din.

Cc bc n khch gm: Cho n nng nhit v chn tht Ch cho khch ch t hnh l Mi nc Gii thiu trang thit b ti homestay X l giy t ty thn ca khch

Tng tc vi khch

Chia tay vi khch

Tip n khch


TI A HA DOANH THU

Cha kha thnh cng ca bt k doanh nghip no cng l kh nng kim c li nhun v ti u t, duy tr, ci thin v m rng kinh doanh. Trong khi ch v cc ba n l sn phm ct li ca bt k h kinh doanh homestay no, c cc c hi khc tng thu nhp (v d, thng qua vic bn n nh, ung v lu nim hoc t chc cc tour du lch a phng, v.v). Vic cung cp cc hot ng min ph nh trnh din lm th cng m ngh hoc hng dn khch cng lm rung cng c th l cch tt to ra nhng tri nghim gio dc v vn ha cho khch, lm tng s hi lng chung ca h v c th dn n vic h gi cho khch khc n tri nghim sau ny.

Bn cc sn phm ph l c hi tng thu nhp: n nh: ht d, ht lc, bnh phng tm, bnh bch

quy, s c la, khoai ty rn, cc loi qu a phng, v.v.

ung: chai nc, bia, nc gii kht, ch, c ph, sa milo. ung l ru mnh cn c hn ch trnh nhng vn khng mong mun xy ra.

dng trong phng tm: khn mt, dao co, ti ng du gi u, x phng, thuc nh rng, bn chi nh rng, bt git, giy v sinh, v.v

Hng lu nim: cc mt hng th cng m ngh (qun o, trang tr, v.v.) truyn thng hoc thc phm c sn v ung (v d qu sy kh, c, tht sy kh, v.v.).

Cc ny cn c b tr sao cho bt mt, ngha l trang tr p. Ni bn hng cn c n chiu sng, dn gi bn vo sn phm v c ct gi cn thn.

Bn hngKhi bn cc sn phm iu quan trng l phi bit mt s iu v sn phm:

Sn phm no ang c (v c trong kho) Sn phm c lm t g (v d nguyn liu, thnh

phn) Vit gi ln sn phm bng c VND v USD Ni sn xut: sn phm c sn xut trong nc hay

nhp khu Cch s dng truyn thng ca sn phm th cng

m ngh

Bn n nh, ung v hng lu nim

Nhn tin thanh tonV khng phi lc no bn cng ng ti bn trng by hng, nn vic qun l bn hng v nhn tin thanh ton c th s gp kh khn. Di y l mt vi cch la chn gii quyt vic nhn tin thanh ton:

C mt ci hp trn bn trng by hng khch b tin vo

C cun s khch vit nhng mt hng mua vo thanh ton khi lm th tc tr phng.


Cung cp cc tour du lch trong bn v thm cc thng cnh thin nhin, vn ha vi gi nh trc hoc to c hi cho khch tham gia hoc quan st nhng cng vic hng ngy ca bn c th s l tri nghim hc tp tuyt vi cho khch hng ca bn.

Cc loi hnh tour du lch cn tnh n c im ca mi trng xung quanh (v d i ni, vnh, h, sng, bi bin, ng rung, thc nc, hang ng, v.v.), c s h tng xy dng (v d nh ca, ng i v ng mn, cc thng cnh lch s v vn ha nh n th, cha hoc nhng ta nh xy t thi Php thuc), v nhng khu vc l th khc (v d bnh vin, ch v cc ca hng). Mt s tng cho cc tour du lch c th l:

Tour du lch vn ha ngn trong lng, bn Hng dn i b quanh lng, bn v/hoc khu vc

thin nhin Thm him ngm chim i thuyn dc sng, h hoc b bin, v.v.

Mc kh khn ca chuyn i (cho mt ngi bnh thng), thi gian v cc c im ca chuyn i cn phi c lu v ni cho khch bit gip h quyt nh xem chuyn i c ph hp vi h hay khng.

To c hi cho khch tng tc vi bn trong nhng vic vt hng ngy hoc cng vic c th l cch l th h tm hiu vn ha v li sng ca bn. Cc hot ng tim nng c th t chc cho khch bao gm:

iu khin tru ko cy trn nng Hc cch lm th cng m ngh truyn thng (v

d thu) Gip chun b ba ti/tra Gip cu c cho ba ti Hc cch bn cung tn truyn thng Hc cch trng/ gt la

Cc tour du lch quanh bn v cc dch v khc

Cc hot ng khc


S sch k ton l quan trng bi v n cho php bn xc nh c cc khon chi v thu. N gip bn a ra cc quyt nh m rng kinh doanh theo cch tt nht, bit c bao nhiu tin chi tiu cho c nhn v nh gi tt

Tnh ton chi ph n gin bao gm xc nh cc khon thu v cc khon chi. Thu bao gm cc khon thu t bn cc mt hng v cc dch v khc nhau trong homestay

Khi tin hnh tnh ton, iu quan trng l phi nht qun v thng xuyn theo di tt c cc khon chi v thu lin quan n hot ng kinh doanh trong mt cun s ring

THU CHI

Ch Cc ba n v n nh ung Hng lu nim Biu din vn ha Cc tour du lch ti a phng

Nguyn liu cho cc ba n ung Tin ch (v d nc, in) Tin cng ca gia nh bn Vt liu lau chi Thit b v c trong nh

m bn thu c tin. Chi l cc khon tin b ra chi cho homestay hot ng. Cc khon thu v chi tiu biu bao gm:

v n cui thng tnh tng thu, chi ca thng. Sau ly tng s thu tr i s chi, s tnh c li (nu dng) hoc l (nu m). Di y l v d v bo co li/l

nht cho hng ha v dch v ca mnh. N cng cung cp h s trnh cho ngn hng hoc cc n v cho vay tn dng khc chng minh rng bn c kh nng tr n nu bn mun vay tin m rng kinh doanh.

Ghi chp thu chi

QUN L TIN

CHI THU

Ngy Khon S lng Gi Ngy Khon S lng Gi

15/12/12 C rt 500g 25.000 15/12/12 5 ging 750.000

G 1kg 100.000 Ba n ti 5 ba n 250.000

Hnh 200g 25.000 chin gin 2 ti 20.000

17/12/12 Cht ty ra 1 chai 20.000 16/12/12 Cc tour trong bn 3 ngi 600.000

Cng: 175.000 Cng: 1.620.000

S d: 1.445.000 VND


C vi cch nh gi bn, v d, tr chi ph u vo, ph hp vi gi ca i th cnh tranh, miu t tiu chun cht lng, hoc p ng quy nh ca chnh ph. Tuy nhin, nhn chung, nguyn tc c bn ca vic nh gi bn da trn hai yu t chnh l chi ph u vo cng vi s tin li nhun bn mun c. Chi ph u vo lin quan n nh gi chung bao gm:

Nguyn liu th hoc thnh phn c s dng sn xut ra sn phm hoc gi mua cc mt hng t nhng ngi sn xut /nh cung ng khc (v d thc phm, ung)

Cng lao ng thm ch nu bn khng phi tr bt c ng lng hay tin cng no, chi ph v thi gian ca bn cng phi c tnh n.

Chi ph vn chuyn khi mua thc phm hoc cc mt hng khc lin quan

Tin ch nh in /nng lng trong giai on kinh doanh

Khu hao ni tht v thit b mua sm theo s nm d kin trc khi phi thay th

Thu mn a im, trang phc hoc nhc c biu din

L ph ng cho Ban qun l du lch cng ng a

phng, ph vo ca cc khu bo tn khi t chc cc tour du lch, v.v.

Chi ph bo dng k c mua sm nguyn vt liu lau dn

Cc chi ph kinh doanh khc nh x phng, nn, giy v sinh v.v. cho khch

nh gi n gin

Gi s sch v cc khon thu chi ca khch nhm m bo khng b qun bt c khon no v gim nhm ln trong qu trnh lp ha n. N cng cho php lp ha n chi tit, m bo cho khch thy mc chuyn nghip v trung thc ca bn v cng c th gip bn trong vic sp xp li vn. Khi lp s sch k ton v chun b ha n cho khch cn:

S dng mu s ghi chp k ton v mu ha n Ghi chp li tt c nhng th m khch gi hay s

dng cng sm cng tt ngay sau khi vic xy ra.

S dng ghi chp ny chun b ha n. Lp danh sch cc mt hng theo ngy vi s n v

(s lng) v n ga (VND/n v)

Gii quyt ha n thng c tin hnh trong ngy cui cng, ngay trc khi khch ri i. Lc ny, ha n ca khch phi c chun b sn sng v a cho khch kim tra li trc khi thanh ton. m bo c mt s tin l tr li khi khch thanh ton bng tin mt. V d v ha n ca khch c trnh by di y.

Gi s sch thu chi ca khch

HA N CA KHCH

Tn khch: ng John Smith Ngy n: 20/12/12

Ngy i: 22/12/12

# Khon n v S lng n gi (VND) Tng

1 Ng m 2 50.000 100.000

2 Ba sng Ngi 2 20.000 40.000

3 Chai nc Chai 2 6.000 12.000

4 Biu din m nhc Bui 1 40.000 40.000

5 Hng th cng Ci 1 100.000 100.000

6 Bia Lon 2 20.000 40.000

7 Ch Cc 2 7.000 14.000

cng 346.000


TIP TH CHI PH THP

HP NG DCH V

m bo quan h i tc kinh doanh p ng nhu cu v k vng ca tt c cc bn, cn xy dng v k hp ng dch v. Hp ng ny cn phi lm r nhng im nh sau:

i din ca homestay v i tc kinh doanh Vai tr v trch nhim chnh ca mi bn Thc hin hp ng Thi hn hp ng Quy nh v iu kin ph v hp ng Gi, hoa hng, iu khon thanh ton v cc

iu kin khc

Tip th v qung b cho homestay ca bn khng ch quan trng khi bt u kinh doanh thng bo cho nhng khch hng tim nng rng bn m ca n khch m cn cn phi c duy tr trong sut qu trnh kinh doanh m bo khch n lin tc.

Xy dng quan h i tc

H kinh doanh homestay thnh cng thng l nhng gia nh xy dng c mt lot cc quan h i tc kinh doanh. Nhng mi quan h ny c th to iu kin cho ngi iu hnh homestay tip cn vi tn dng pht trin kinh doanh cng nh cc chuyn gia, nhng ngi c th gip qun l hu cn l hnh du lch, qung b homestay n cc th trng rng hn v thm ch gip o to v tp hun. Cc i tc chnh v vai tr ca h Vit Nam bao gm: iu hnh tour: Gip qung co, tip th v bn tour

cho homestay v b tr, qun l tt c cc khu hu cn

Trung tm thng tin du lch: Gip tip th, qung b v tuyn truyn thng tin l hnh: cho khch du lch, cung cp ch trng by sch mng v ti liu gii

thiu homestay v a vo danh sch cc a ch tin cy cho cc n v cung cp dch v lu tr

Cc hip hi v cu lc b du lch: h tr cho cc thnh vin, i din cho thnh vin trong cc vic tho lun vi cc c quan chnh ph v cc t chc phi chnh ph. H thng thc hin cc chng trnh nng cao nng lc cho cc h kinh doanh

Cc h kinh doanh Homestay khc hoc lng bn lng ging: to iu kin kt hp ngun lc thc hin cc n lc tip th chung v qung b cho ca cc h kinh doanh.

Gi in bn hng

Gi in cho cc iu hnh tour a phng, cc i l l hnh v khch sn thng bo cho h nhng thng tin mi nht v homestay ca bn v/hoc cc sn phm du lch v cc dch v mi c xy dng khc l cch qung b t tn km cho homestay ca bn v im n ni chung. Gi in thoi bn hng c th c c nhn ngi iu hnh homestay hoc i din t chc qun l cng ng a phng (nu c) tin hnh thay mt cho tt c cc thnh vin.


Cc chuyn thm lm quen

Cc chuyn thm lm quen ch n gin l mi cc i l l hnh, cc n v t phng, iu hnh tour v cc i tc tim nng khc n v li mt m ti homestay tri nghim dch v ca bn. Khi ng cai chuyn thm lm quen, bn cn phi lm theo nhng iu bn s lm cho khch du lch thng xuyn nhng phi c bit m bo rng khch hng c phc v tt nht ti homestay ca bn (v d t thc phm n cc tour du lch v biu din v.v.) bi v nu thnh cng, khch hng c th c n tng v k hp ng dch v vi bn v tip tc hp tc kinh doanh trong tng lai.

Ti liu tip th

C mt lot cc ti liu tip th n gin m bn c th xy dng h tr to doanh thu cho bn: Sch mng gii thiu c s ca bn, dch v, im du

lch, nhng iu khch s c xem v lm, gi c, a im v chi tit a ch lin h

Danh thip (business cards) cung cp cho cc i tc v khch hng tim nng

Bin n khch gii thiu gn gn v gia nh bn, lch s v vn ha ca ngi dn a phng v phc tho i nt (qung b) v c s, dch v, v cc hot ng sn c

S ghi kin ca khch thu thp nhng nhn xt v phn hi v s hi lng ca khch ci thin homestay

Bin ch ng cho xe c v ngi qua li bit l c s ca bn (vi s cho php ca chnh quyn a phng)


Cc bc chnh chun b ch ng trc khi khch n, dn sch ch ng sau khi khch i v dn ch ng cho khch li nhiu m bao gm:

Cc bc lau dn phng tm v nh v sinh gm:

M ca ly khng kh Thu rc Lau bn tm Lau tng

Lau chu ra tay Lau gng v c xung quanh Lau b x Lau sn

Thay khn tm Kim tra ln cui

Ch ng

Phng tm v v sinh

Lau dn khu vc chung lin quan khng ch n vic lau dn m c lm cho cn phng hp dn v thn thin.

Lau dn khu vc chung

CNG VIC DN PHNGCng vic dn phng l hot ng gi cho ngi nh sch s, thoi mi v an ton. Trong homestay, cng vic dn phng cp n lau dn v duy tr s sch s ca phng khch hoc ch ng, phng tm v nh v sinh, khu vc ngoi tri v nhng khu vc chung khc. Mt ngi nh sch s, v sinh v bo dng tt l k vng c bn ca tt c mi khch du lch.

Trang tr Lau dn chung, khng thng xuyn Khu vc ngoi tri

Trang tr n gin, th hin nt vn ha ca a phng v nin i ca ngi nh c th l cch tuyt vi to tri nghim vn ha cho du khch: Cung cp ni tht (bn, gh) s dng

cht liu t nhin nh hoc g Trang tr phng ng v phng khch vi

nhng bc tranh v cc a im a phng hoc treo th cng m ngh

Trng by truyn thng hoc nhc c xung quanh phng

Loi b nhng khng ph hp vi thi gian ca ngi nh hoc vn ha trong thi gian khch lu tr to ra khng kh truyn thng hn

Thc hin cc hot ng di y hng tun hoc ngay sau khi khu vc c vn : Lau bi bng vi m tt c cc bc

tranh, nh, ni tht, bn, gi trng by, tng, gng, t, k, n trn, cng tc v khung ca

Qut v lau hnh lang v cu thang bng nc m ha vi dung dch ty

Qut mng nhn di mi nh/trn trn, ca s, ca ra vo v tng bn ngoi.

Git gi vi bt git nh pha vi nc m v phi di nng cho kh.

Cc bc qut dn khu vc ngoi tri bao gm: Thu gom rc Dn phn ng vt Qut v co Thng h thng thot

nc Ct c, ta bi cy v

cy Sp xp g ngoi

tri rc Lm lung trong

vn

CHECK-IN CHECK-OUT DCH V

1. Lau bi trong phng 2. Lau sn 3. t m /ging 4. Bc khn tri ging 5. t chn / chn bng6. Thay v gi7. Treo mn chng mui 8. Kim tra ln cui

1. Ct mn 2. Kim tra xem khch c b qun

c nhn khng3. Ly khn tri ging 4. Thu rc5. Ct m t di sn i6. Lau bi trong phng 7. Lau sn8. Git chn & v vi

1. M ca ly khng kh 9. Thu rc2. Gp mn 3. Xp chn gi trn ging 4. Lau bi trong phng 5. Lau sn6. Kim tra ln cui


Chun b khu n ung

iu quan trng l phi lau dn khu vc n ung bi v thc n cn tha xung quanh s thu ht cn trng nh rui, kin v cc loi gm nhm c th ly bnh cho ngi. Khu vc n ung sch s, gn gng v c t chc tt cng hp dn khch v to ra n tng tt v tiu chun homestay ca bn v hnh nh tt hn v dch v ca bn.

Trc khi phc v ba n: m bo sn, tng v trn khu vc n ung c

lau chi sch s t trang tr nh hoa v nn Lau tt c cc dng c cn thit phc v cho ba n

nh a, a, mm, bt, cc v cc hp ng gia v, m bo l chng khng c bi, vt bn, vt v khng dnh thc n.

t trong khu vc n ung mt chic chiu ln vi m ngi cho tng khch hoc bn n c khn tri bn v gh ngi cho khch

t mm thc n, cc hp ng gia v, bt, cc, v.v. sn sng phc v mn n

Sau khi phc v ba n: Dn tt c mm, a, bt, cc chn Loi b tt c thc n tha v rc Dn chiu / khn tri bn Qut v /hoc lau sn khu vc n ung Sp xp li g vo ng v tr c

Phc v ba n

Phc v ba n tt bao gm hiu qu trong vic cung cp thc n cho ba n, lch s trong thi v chu o v p ng nhu cu n ung ca khch. Cc yu t chnh trong vic phc v tt mt ba n bao gm: Chun b mm vi y cc mn n trong bp

Gip khch ngi vo ch Phc v ung trc khi mang n ra Phc v ba n, gii thch tn hoc mn n khi t

xung bn n Quan st v chm sc khch trong sut ba n (v

d sn sng rt thm ung vo cc, dn a ng thc n chung khi ht, t a thc n mi vo, v.v.)

Dn khu vc n ung sau khi khch n xong Phc v ung v/hoc mn trng ming sau ba n

Phc v ung

Phc v ung cng lm theo cc bc nh phc v ba n: Chun b khay ng ung trong bp Phc v ung bng cch t mi cc (lon) trc

mt mi khch ngi trong bn n Cung cp v ng ht Quan st v chm sc khch, rt thm ung vo

cc hoc mang thm ung khi cn Dn ht cc sau khi khch ung xong

DCH V N UNGDch v n ung bao gm chun b, phc v v dn thc n, ung. Cung cp dch v n ung hiu qu, chu o v p ng nhu cu da trn cc nguyn tc v sinh tt v sch s s lm cho khch hi lng v truyn nhng thng tin phn hi tch cc cng nh gi cho gia nh v bn b ca h s dng dch v ca bn.


CH BIN MN N

Ch bin mn n l qu trnh chun b, nu v phc v thc n cho khch. Th cc mn n a phng l l do quan trng m khch du lch n homestay. V vy, khi chun b thc n, iu quan trng l phi hiu r mong mun ca khch v nhng khc bit v m thc ca h bn c th cung cp mt ba n m h thy khng ch ngon ming m cn c tri nghim vn ha tt. iu cng quan trng tng t l bit cch chn v ct gi thc phm mt cch khn ngoan cng nh thc hin v sinh thc phm v v sinh bp tt.

To tri nghim nu n

m thc Vit Nam c coi l c o v khch du lch thng rt vui khi c c hi n cc mn n m h khng th c c bt k ni no khc. Rt nhiu khch du lch cng quan tm tm hiu cc k thut nu n khc nhau v nhng thnh phn v hng b mi. V tm quan trng ca vn ha v m thc cho tri nghim ti homestay ca khch du lch, iu quan trng l:

Cung cp nhng mn n truyn thng theo vn ha a phng

n theo cch truyn thng (v d vi a v thm ch bng tay)

To cho ch n ung th hin vn ha v phong tc tp qun a phng

S dng nhng nguyn liu a phng ang trong ma

Chn v ct gi thc phm

Chn nhng thc phm cht lng tt nht v nhiu dinh dng nht c th theo mc tin m bn t ra cho ba n. m bo thc phm ti th hin mu sc, mi v v tnh trng.

Hn ch cc vn ny sinh v lng ph trong ct gi thc phmChin lc tt nht gim ct gi thc phm v kim sot lng ph l:

Ch mua thc phm khi khch t ch v xc nhn n , bit r s lng khch v nhu cu n ung ca h

Gii hn thc n ch va cc mn n Ct gi thc phm ng cch (hoc nu) cng sm cng

tt ngay sau khi mua T trng rau, qu v rau thm

Ct gi thc phmVi tt c cc thc phm cn ct gi, cc nguyn tc chung di y c th c p dng:

thc phm trong hp sch v c np kn thc n nu ln trn thc phm ti sng

trnh b nh nc vo v nhim bn ring cc loi thc phm khc nhau nhng thc phm ti cha nu ch cng lnh

cng tt Khng ct thc phm di sn trnh ng vt, cn

trng v m t yy thc phm vi tm vi sch hoc trong chn

g ng thc n theo kiu truyn thng


V sinh thc phm v v sinh bp

Nhng ngi ch bin thc phm cn phi thc hin v sinh rt cn thn khi chun b thc phm trnh nhim bn v b bnh lin quan.

V sinh thc phmCc nguyn tc v sinh thc phm tt c nu bng di y:

V sinh bpV sinh bp l gi cho bp sch s v an ton trnh b ng c thc n. Cc nguyn tc chnh gi v sinh tt cho bp bao gm:

Lau a, dng v thit b nu n cng nhanh cng tt ngay sau khi s dng trnh thu ht rui, gin v cc loi cn trng khc

B cht thi nh bp khng dng cho tru b hay vt nui vo thng c np y cht v mi ngy mt hoc hai ln

Gi cho bp gn gng bng cch li tt c vo ch c sau khi s dng

LOI THC PHM PHNG PHP CT GI

Tht, tht g & c Hp c np, ni lnh, nu khng c t lnh, s dng trong ngy. Trong trng hp phi ct gi cc mn n trong nhiu gi trc khi phc v, cc mn n c th c p hoc nu qua v sau nu chn khi cn

Rau Cc loi c phi c ct gi ring khng cng cc thc phm khc v chng c mang theo vi khun t t. Cc loi rau khc cn phi ra sch trong nc trc khi s dng. C c th ct gi 3-5 ngy, cc loi rau khc ch c 1-2 ngy.

Qu Qu c th c 1-3 ngy, trnh b hng khng nn y kn qu

Go Thng c np, cch mt sn trnh cn trng v m

Gia v Hp c np, ring tng loi gia v trnh mt mi c trng

Thc n nu chn Hp c np, ch mt, nu khng c t lnh, s dng trong ngy

NGUYN TC HNH NG

Trnh nhim bn cho Ra tay sch sau khi s vo thc phm sng hoc nhng th bn, sau khi dng nh v sinh, v.v.

Gi mt thc phm Khng thc phm di nng, trong hp khng qu 3-5 gi

y thc phm S dng hp c np nh cc hp nha c np y

Lm nng nhanh thc n S dng l vi sng hoc bp l nu c hoc cc loi bp khc

Qun l rc Xem cc nguyn tc trong trang sau

Ra thc phm Ra cc loi qu v rau trong nc sch

Ct ring cc loi thc phm

Ct ring thc phm ti sng vi thc n nu. Khng tit t tht, tht g hoc c chy vo bt c thc n nu no. thc n nu ln trn thc phm ti sng thc phm ti sng khng chy nc vo thc n nu v lm bn thc n

Qun l tr em & su b xa tm tay ca tr, dng hp ng thc phm trnh vt nui hoc su b

S dng thc phm nhanh Khng nn gi thc phm ti qu mt ngy nu khng trong t lnh

Gi sch ng thc n Gi sch, c bit sau khi dng ng tht sng, tht gia cm hay c


Ba n sng

Hu ht cc homestay Vit Nam u cung cp ba n sng v ch ng qua m. V a s khch ca bn quan tm n tri nghim vn ha v m thc Vit Nam, phc v ba n sng Vit Nam c trng thng l mt s la chn tt. Cc mn n cho ba sng c th l:

Ph hoc m Sp Cho go Bnh cun (bnh trng) go Trng luc, trng trng

Nu khch ca bn khng thoi mi vi ba sng theo kiu Vit Nam, bn c th mi h n ba sng theo kiu phng ty n gin nh:

a hoa qu ti Trng v bnh m nng / bnh m ti Bnh m nng / bnh m vi gia v nh mt hay

mt ong Bnh trng vi cc loi qu, mt hay mt ong

Ba tra v ba ti

i vi hu ht khch du lch, ba tra v ba ti l nhng ba n c bit v c mong i trong ngy. Nh vi ba n sng, hy mi khch mt ba n truyn thng theo vn ha a phng. Cc mn n cho ba tra v ba ti c th l:

Sp Sp tht g vi nm, sp tht b xay vi rau, sp c

Cm Cm vi tht v rau, cm da, cm rang vi xc xch v trng, cm rang vi tht b v da mui, v.v

M M trng xo tht b v rau, M trng xo vi hi sn, M trng xo vi tht g

Tht i g nng l chanh, tht ln nng vi t v x, c chin vi nc st chua ngt , tht b xo ti ty v cn ty

Thng l tng tt khi cung cp cc mn n kt hp gia cc thnh phn truyn thng Vit Nam v phng ty v iu ny c th lm cho khch nhn bit tt hn. Di y l mt s v d:

Tht ln rn v rau vi nc st mt ong a phng Bnh trng bng go ch khng phi bng m vi cc

loi qu a phng v mt ong Khoai ty rn, chui rn hoc rn bng cc loi c

khc ca a phng Tht g vi sa lt Vit Nam (cc loi rau gia v v rau a

phng trn theo kiu Vit Nam vi nc mm / dm / ng)


vietnam home stay operation manual vn

Documents