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V n ung h thch nhng mn c sn ti im n hoc cing c nhng khch thch n mn ca qu hng mnh. + Vi khch a phng: a s l c dn, cn b cng nhn vin chc lm vic quanh khu vc ca nh hng, khch sn. i tng ny c nhng yu cu, i hi khc nhau v mn n v cht lng dch v. H khng yu cu cao v trnh  ca nhn vin nhng h c bit coi trng thi  phc vu ca nhn vin. Nhn chung hot ng kinh doanh ca nh hng lun c li. Tuy nhin do th trng chnh l t chc cc tic ci v hi ngh, y l th trng mang tnh ma v cao do  vic doanh thu ca cng ty cha thc s p ng vi tim nng m cng ty vn c.  c th nng cao hn na hiu qu kinh doanh th cc nh qun tr cn c nhng phng n nhm hn ch nhng nhc im trn, cn thu ht thm nhng th trng khc nhiu hn na. Thc trng cht lng i ngi nhn vin ca b phn bn ti nh hng Hoa Sen 6. 3.1 Trnh  chuyn mn nghp v Bng thng k trnh  chuyn mn ca nhn vin ti nh hng Hoa Sen 6 thuc cng ty CPDLKL nm 2009 Trnh S lngT trngTin s, thc s00%i hc35.66%Cao ng1528.3%Trung cp1222.64%S cp1833.96%Ph thng59.44%Tng s53100%100% nhn vin phc v trc tip trong nh hng Hoa Sen 6 thuc cng ty c phn du lch Kim Lin u  tt nghip PTTH. trong  c 3 nhn vin( chim 5.66% tng s nhn vin phc v trc tip) c trnh  i hc. S lng nhn vin phc v  qua cc lp o to 6 thng v nghip v bn chim t trng cao nht 33.96%. Nhn vo bng thng k ta c th thy nhn vin nh hng u c kin thc nht nh v nghip v. Tuy nhin vn cn 9.44% s nhn vin cha qua o to. Vi thc trng v lao ng nh trn khch sn phi c mt chin lc pht trin ring hp l cho nh hng  khc phc c im yu, hn ch trong i ngi lao ng ng thi to iu kin pht huy ton din im mnh ca h, trn c s  a ra nhng yu cu ph hp trong qu trnh tuyn m tuyn chn nhn lc cho nh hng. 3.2 thc thi  i vi cng vic. Phn ln nhn vin cha th hin c tnh chuyn nghip ca mnh trong qu trnh phc v khch. Tnh trng  khch phi ch i mn n vn thng xuyn din ra. Nguyn nhn l mt s nhn vin cn  li, cha tch cc trong cng vic. Trong qu trnh lm vic, nhiu nhn vin cha c thc t hc hi v nghip v cing nh t mnh rn luyn nhng phm cht tt  t hon thin mnh, vn cn hin tng lm vic mang tnh chng i, lm cho xong vic ch cha c thc  hon thnh cng vic mt cch tt nht v mang li kt qu cao nht. y s l mt thch thc ln t ra cho cc nh qun l.  nng cao cht lng th cn phi c s thay i cn thit v khu tuyn dng v o to nhn vin. 4. Tiu ch nh gi hiu qu s dng ca b phn bn.  c th lng ha c hiu qu ca cht lng b phn bn v t  gip cc nh qun tr c nhng bin php thch hp nhm nng cao cht lng phc v th c th p dng mt s tiu ch sau. 4.1 Ch tiu nng sut lao ng Ta c cng thc: W = Q/ T Trong :W : nng sut lao ng Q : tng doanh thu ca nh hng T : tng s lao ng ca nh hng. 4.2 Ch tiu v li nhun bnh qun trn mt lao ng. Ch tiu v li nhun bnh qun trn mt lao ng c tnh theo cng thc: N= LN/ T Trong : N : ch tiu v li nhun bnh qun. LN: Li nhun t c ca nh hng. T : tng s lao ng ca nh hng. Ch tiu ny cng cao tc l li nhun cng ln nn qu lng tng ln, chng t vic s dng lao ng l hp l v c hiu qu. 4.3 Ch tiu s dng lc lng lao ng theo trnh  chuyn mn. Phn ln lao ng ti nh hng c trnh  s cp v trung cp. Do  ch yu cu v vn  chuyn mn nghip v thnh tho. 4.4 Ch tiu s dng thi gian lao ng. Thng thng  nhng khch sn ln vi lng cng vic nhiu,  to ng lc trong lao ng, phng t chc hay chn cch nh gi cng vic ca nhn vin bng nh mc lao ng. nh mc lao ng ph hp s to cho lao ng s c gng trong qu trnh lm vic v iu  s gip hot ng ca khch sn c tin hnh bnh thng, cng vic khng b n tc. Gi cng lao ng: K = thi gian lao ng thc t / thi gian lao ng theo quy nh. K : h s s dng gi cng lao ng. h s ny th hin cng  lao ng v thi gian Chng III: Cc nhn t tc ng v nguyn nhn gy nn nhng tn ti yu km ca cht lng i ngi lao ng  b phn bn ti nh hng Hoa Sen 6 Cc nhn t tc ng n cht lng i ngi lao ng Nhn t tc ng n cht lng i ngi lao ng chnh l ni dung ca qun tr nhn lc trong khch sn- nh hng gm c: Lp k hoch tuyn chn, tuyn dng la chn nhn vin, o to hun luyn nhn vin, phn cng b tr cng vic, nh gi kt qu thc hin cng vic ca nhn vin, phn phi thu nhp v cng tc khen thng k lut. Lp k hoch tuyn chn. Mt t chc cn phi xc nh xem cn tuyn m bao nhiu ngi cho tng v tr cn tuyn. S ngi np n khng  iu kin hoc mt s ngi khc khng chp nhn cc iu kin v cng vic nn t chc cn tuyn m c s ngi np n nhiu hn s ngi m h cn tuyn. Vic sng lc h s s gip cho t chc tuyn c nhng nhn vin c cht lng nh mong mun.  c c mt s la chn tt nht cho qu trnh tuyn dng th mi t chc cn phi cn c vo cc yu t nh: Cn c vo th trng lao ng( cung- cu lao ng) Cn c vo cht lng ca ngun lao ng Cn c vo mc  phc tp ca cng vic Cn c tm l chn ngh ca tp th ngi lao ng Kinh nghim t chc trong cng tc tuy m. 1.2 Tuyn dng la chn nhn vin. Tuyn dng l mt khu quan trng nhm gip cc nh qun tr a ra cc quyt nh mt cch ng n nht. Quyt nh tuyn chn c ngh)a quan trng i vi chin lc kinh doanh ca t chc bi qu trnh tuyn chn tt s gip t chc c c nhng con ngi c k nng ph hp vi s pht trin ca t chc. Thm vo , vic tuyn chn tt s gip t chc ct gim c chi ph do phi tuyn chn li, o to li cing nh trnh c nhng ri ro trong qu trnh thc hin cc cng vic. Qu trnh tuyn chn cn phi qua nhng bc c bn sau: Bc 1: Phng vn s b. y l bc u tin trong qu trnh tuyn chn. Bc ny nhm xc lp mi quan h gia ngi xin vic v ngi s dng lao ng, ng thi cing xc nh nhng c nhn c nhng t cht v kh nng c ph hp vi cng vic hay khng. Khi phng vn th kin ch quan ca ngui phng vn mang tnh cht quyt nh, do  cc tiu chun c tnh c on th khng nn dng n  loi ngi xin vic. c bit khng nn dng cc yu t nh tui, gii tnh, tn gio...  loi b ng vin. Nhng l do chnh  loi ng vin  nhng bc u tin nh: cha p ng c nhng yu cu v gio dc, cha c nhng kinh nghim cn thit  thc hin cng vic, cha  cc vn bng chng ch, nhn thc v ngh nghip cha t yu cu... Bc 2: Sng lc qua n xin vic. n xin vic s gip cho nh tuyn dng c cc thng tin v hnh vi hot ng trong qu kh cing nh cc k nng , kinh nghim v kin thc thc ti, cc c im v tm l c nhn, cc k vng v c mun ca ng vin. Khi thit k cc mu n xin vic ta cn cn nhc k cc thng tin cn c, ni dung cc thng tin thu thp phi c m bo tnh ton din, tnh chnh xc v lm sao cho ngi xin vic tr li c ng cc yu cu  ra. Tuy vy n xin vic ch l th tc khch quan, n khng mang nhiu tnh chnh xc bng phng vn. n xin vic cing ch hi c mt s mt hn ch do  n lm mt i tnh a dng v phong ph ca qu trnh lm vic. Bc 3: Cc trc nghim nhn s trong tuyn chn. Bc ny s gip cc nh tuyn dng nm c cc t cht tm l, nhng kh nng, k nng v cc kh nng c bit khc ca ng vin. Trc nghim nhn s cing mang li cho ta nhng kt qu khch quan v cc c trng tm l ca con ngi nh kh nng bm sinh, s thch, c tnh ca c nhn ny so vi c nhn khc. C nhiu loi trc nghim nhn s: Trc nghim thnh tch: l loi trc nghim c p dng rng ri trong nhiu l)nh vc. Trc nghim v nng khiu v kh nng: Dng  xem xt c nhn no  hc tt trong o to, thc hin tt cng vic trong tng lai, tip thu tt cc kin thc mi. Trc nghim v tnh cch v s thch: Gip nh tuyn dng pht hin cc c im tm l c nhn ngi lao ng, cc kh cht ca ngi lao ng nh: kh cht nng ny, si ni, im t)nh...vv Trc nghim v tnh trung thc: Vic trc nghim nns ny thng  cp  cp n nhiu kha cnh nh vic chp hnh k lut lao ng khi khng c s gim st ca cc nh qun tr, thi  ca c nhn i vi vn  mt trm.. Tt c nhng vn  trn gip ta on c hnh vi trong tng lai ca lao ng. Trc nghim y hc: Trong mt s trng hp c bit,  nh gi cc phm cht sinh l ca ng vin chng ta c th dng trc nghim y hc  pht hin cc bnh x hi nh: HIV ... Vic trc nghim s cho ta nhiu thng tin b ch  nh gi ng vin, tuy nhin cn lu v c th ng vin s tr li sai vi s tht v cung cp thng tin khng ng. Hin tng ny s gy kh khn cho cc nh tuyn dng khi phn on v d kin nh gi bn cht ca ngi xin vic. Bc 4: Phng vn tuyn chn Phng vn l qu trnh giao tip bng li thng qua cc cu hi gia nhng ngi tuyn chn v ngi xin vic. y l mt trong nhng phng php thu thp thng tin cho vic ra quyt nh tuyn chn. Phng php ny gip cho nh tuyn dng khc phc c nhng nhc im m qu trnh nghin cu n xin vic khng nm c hoc cc loi vn bng chng ch khng ni ht c. Hin nay cc phng php phng vn thng c p dng l: Phng vn theo mu: Cc cu hi c thit k sn theo yu cu ca cng vic. Phng vn theo tnh hung: Ngi hi s yu cu cc ng vin phi tr li v ng x hay cch thc hin, x l cc cng vic theo cc tnh hung gi nh hoc cc tnh hung c tht trong thc t. Phng vn theo mc tiu: Cuc phng vn da vo cng vic c th m yu cu cc ng vin phi tr li theo nhng mc tiu xc nh t trc. Phng vn khng c hng dn: Ngi i phng vn khng chun b trc ni dung cc cu hi m  cho cc ng vin trao i mt cch thoi mi xung quanh cng vic. Ngi hi ch c nh hng cho cuc tho lun. Phng vn cng thng: y l hnh thc m trong  ngi phng vn a ra cc cu hi c tnh cht nng n, cng  hi dn dp. Cch phng vn ny mong tm kim  ng vin lng v tha, s ng x cng vic trong thi gian eo hp. Gip cho nh tuyn dng c th tm nhng ngi lm  nhng v tr cng vic cng thng. Phng vn theo nhm: Loi phng vn ny gip nh tuyn dng thu thp c nhiu thng tin m khng cn lp li cu hi vi tng ngi/ Phng vn hi ng: L hnh thc phng vn ca nhiu ngi i vi mt ng vin. Loi phng vn ny gip nh tuyn dng tuyn ngi lm  nhng v tr quan trng m cn phi c s tn ng ca nhiu ngi. Phng vn l mt cng c gip nh tuy dng c nhng thng tin v cc ng vin. Xong kt qu ca cuc phng vn cn ph thuc nhiu vo thi , tm trng, cm xc, iu kin th lc ca ngi phng vn v ngi tr li.  m bo cho cuc phng vn t kt qu cao th chng ta phi ch khu t chc cho chu o, tin hnh cc bc theo ng trnh t ca qu trnh phng vn. Bc 5: Khm sc khe v nh gi th lc ca cc ng vin.  m bo cho cc ng vin c th lm vic lu di cho t chc ca mnh v trnh nhng i hi khng chnh ng ca ngi lao ng th sc khe ca ng vin l bc quan trng tip theo m nh tuyn dng phi quan tm. Bc ny do cc chuyn gia v y t m nhn, phng nhn lc cn cung cp cc yu cu v th lc cho tng v tr vic lm  cc chuyn gia y t cn c vo  m tuyn chn. Bc 6: Phng vn bi ngi lnh o trc tip.  m bo cho s thng nht trong qu trnh tuyn chn v s dng lao ng th cn c s phng vn trc tip ca ngi ph trch  nh gi mt cch c th hn cc ng vin. y l bc nhm xc nh vai tr quan trng ca cc cp c s. Bc 7: Thm tra cc thng tin thu c trong qu trnh tuyn chn. Cn phi c bc ny  kim tra mc  chnh xc ca cc thng tin thu c. y cing l cn c cho cc nh tuyn dng ra quyt nh cui cng. Bc 8: Ra quyt nh tuyn chn. Sau khi  m bo cc thng tin theo ng yu cu tuyn chn  ra th hi ng tuyn chn se ra quyt nh cui cng i vi ngi xin vic. Khi  c quyt nh th ngi s dng lao ng v lao ng cn phi k kt hp ng lao ng hoc tha c lao ng. o to v hun luyn nhn vin. Hot ng o to v hun luyn nhm duy tr v nng cao cht lng nhn lc ca t chc, l iu kin quyt nh  cc t chc c th ng vng v thng li trong mi trng cnh tranh. Do  cng tc t chc, cng tc o to v pht trin cn phi thc hin mt cch c t chc v c k hoch. o to pht trin gip doanh nghip: Nng cao hiu qu thc hin cng vic Nng cao cht lng cng vic Nng cao tnh n nh cing nh nng lc ca t chc Nng cao cht lng ngun nhn lc Nng cao sc cnh tranh cho doanh nghip To ra s gn b gia ngi lao ng vi doanh nghip To ra tnh chuyn nghip ca ngi lao ng Ngi lao ng s thch ng nhanh vi cng vic hin ti cing nh trong tng lai Trn thc t th doanh nghip no ch trng ti o to v hun luyn nhn vin th doanh nghip  s c c s thnh cng nht nh. Nhn vin trong qu trnh o to s t c kt kinh nghim, tch liy nhng kin thc v k nng, t  c th nng cao tm ca doanh nghip trong mi trng cnh tranh. Phn cng cng vic v nh gi kt qu thc hin cng vic ca nhn vin. Vic phn cng b tr cng vic hp l s gip cho nhn vin c trch nhim hn vi cng vic, nng cao nng sut lao ng ca nhn vin gp phn vo vic tng hiu qu kinh doanh ca doanh nghip. Phn cng b tr cng vic cn gip cho nh qun l c th pht hin im mnh, yu ca mi nhn vin t  s c nhng s lun chuyn mt cch hp l, hoc cing c th pht hin nhng khim khuyt  t  c th khc phc kp thi. Thng thng cng vic ti nh hng c chia lm 3 ca c th nh sau: Ca 1: t 6h00 n 14h00 Nhim v ch yu ca ca ny l chun b phc v n sang cho khch, phc v n sang. Chun b phc v khch n tra, phc v n tra thu dn v bn giao ca. - Ca 2 : T 14h00 n 22h00 Chun b trc gi phc v bao gm: v sinh phng n, chun b dng c, phc v cc ba n thng. n tic. Phc v khch n ba ti, thu dn v sinh v bn giao ca. Ca3: T 22h00 n 6h00 ngy hm sau Phc v khch n m( nu khch c nhu cu), trc m v bn giao ca vo sang ngy hm sau. Tuy nhin,  nh hng Hoa Sen 6 th ch c 2 ca lm vic l ca 1 v ca 2. Do nh hng ch yu phc v tic ci, hi ngh hi tho nn tt c u  c t trc v nh hng  ln k hoch chun b trc  phc v, ch khng cn phi phc v 24/24h nh cc nh hng khc. nh gi thc hin cng vic chnh l s so snh kt qu ca cng vic vi nhng h tiu  ra. Vic nh gi l mt qu trnh phc tp v chu nh hng nhiu bi tnh cm ca con ngi. nh gi thc hin cng vic ngoi vic gip cho cc nh qun l a ra cc quyt nh nhn s m n cn gip cho b phn qun l ngun nhn lc v lnh o cp cao c th nh gi thng li ca hot ng chc nng v qu trnh tuyn chn nhn lc. Vn  t ra vi mi t chc l phi xy dng mt h thng nh gi c tc dng hon thin s thc hin cng vic ca ngi lao ng. Theo  mt h thng nh gi cn phi m bo nhng yu t sau: Cc tiu chun  thc hin cng vic o lng s thc hin cng vic theo cc tiu thc trong tiu chun Thng tin phn hi i vi ngi lao ng v b phn qun l ngun nhn lc Phn phi thu nhp v cng tc khen thng, k lut Thu nhp ca ngi lao ng bao gm: th lao c bn, cc khuyn khch v cc phc li. Th lao c bn chnh l s tin tr cho ngi lao ng mt cch c nh v thng xuyn theo mt n v thi gian hoc theo khi lng cng vic m ngi  hon thnh. Cc khuyn khch nhm ng vin khch l cho nhng ngi hon thnh tt cng vic. Cc phc li x hi chnh l phn th lao gin tip c tr di dng cc h tr cuc sng ca ngi lao ng nh: Bo him x hi, tin lng hu, tin tr cho nhng ngy ngh, tr cp tht nghip,& vv Mc ch ca vic khen thng chnh l tc ng ti hnh vi ca ngi lao ng nhm hon thin s thc hin cng vic ca ngi lao ng, nng cao nng sut lao ng ca h. Ngy nay vic khen thng cng tr nn quan trng v nhu cu tng nng sut v nng cao kh nng cnh tranh ca cc doanh nghip. Cc yu t t mi trng bn ngoi. Th trng lao ng. H Ni c quy m th trng lao ng kh ln. Hng nm s ngi bc vo tui lao ng khong hn 80 nghn ngi, s ngi cn tm vic hng nm khong 120 nghn ngi... p lc v vic lm l rt ln, nht l trong thi k nn kinh t ton cu ang trong cn khng hong, t l tht nghip gia tng. Thm vo  vic Nc gia nhp WTO th vic lao ng c cht lng t nc ngoi trn vo l rt ln. V th  trnh ri vo tnh trng tht nghip ngi lao ng phi t nng cao gi tr bn thn v trnh  chuyn mn nghip v v ngoi ng. i ngi nhn vin phc v trong khch sn nh hng cing khng nm ngoi quy lut . Rt nhiu cng ty  phi ct gim nhn cng. Vic lm ny l cn thit  ph hp vi s thay i hin ti, vic ct gim s nh hng khng nh ti nhn s ca cng ty nhng n li gip cng ty sang lc i nhng c th khng tt v s nng cao cht lng hn. Bn cnh  th H Ni cn l ni tp trung cc trng i hc, cao ng, trung cp v cc trng o to ngh cao nht c nc ( chim gn 60%). Do  cht lng lao ng trong ni thnh kh cao. Lao ng  qua o to c cht lng tt hn v kh nng thch nghi cing cao hn. V th y chnh l ngun lao ng ln cho doanh nghip tuyn dng. C ch o thi s loi nhng ngi khng  nng lc, v nng cao sc cnh tranh ngay trong ni b cng ty. Cng ty s c nhiu c hi  tuyn nhng nhn vin c cht lng v h s lun khng ngng nng cao tay ngh  gi c vic. i th cnh tranh. i th cnh tranh l mt yu t khng nh tc ng ti cht lng i ngi nhn vin. Cc cng ty trong cng ngnh lun tm cch li ko nhng nhn vin c cht lng v pha h, vic ny s tc ng khng nh ti tm l ca nhn vin v h s kh c th tip tc ng gp cho cng ty. Vic a v nhng nhn vin cht lng t chnh cc i th cnh tranh s lm suy yu i th v nng cao sc cnh tranh cho chnh doanh nghip ca mnh ng thi n cing tit kim cho doanh nghip chi ph tuyn dng v chi ph o to. i ph vi tnh trng ny th doanh nghip nn c nhng chnh sch u i i vi nhng nhn vin nm trong k hoch pht trin lu di ca doanh nghip, nhm gi chn h trnh tnh trng b nhng i th trong cng ngnh rt rut. Nhng nguyn nhn ch yu to nn nhng yu km ca cht lng i ngi lao ng  b phn bn ti nh hng Hoa Sen 6. 2.1 Do vic tuyn dng. Phn ln nhn vin b phn bn ca nh hng Hoa Sen 6 c tuyn dng qua vic gii thiu ca cn b trong cng ty. Vi cch tuyn ny c th to ra mi quan h thn mt trong cng ty v nh vy s phi hp rt tt vi nhau  cng phc v khch. Tuy nhin n cing khng trnh c vic tuyn nhng nhn vin km cht lng. Thng xuyn xy ra tnh trng n y nhau trong cng vic, trch nhim ca mi nhn vin vi cng vic khng cao. iu ny dn ti vic phc v khch t  m cing khng m bo cht lng. 2.2 Vic o to v hun luyn nhn vin. C ba hnh thc o to cho nhn vin hin ang c cng ty p dng: Nhng nhn vin mi th s lm vic di s ch bo ca trng nh hng v nhng ngi c kinh nghim trong nh hng. Nhn vin c kinh nghim v c kh nng s c cng ty c i hc  cc c s bn ngoi . Sau nhng chu k nht nh trong cng ty s t chc thi nng cao tay ngh  nng bc lng theo tng ng( thng l sau ba thng). Chnh sch l vy nhng kt qu o to khng nh mun. Kinh ph hn hp khin nhn vin khng c nhiu thi gian  theo hc bn ngoi, v ngay chnh bn thn nhng ngi c c i cing khng n lc trau di k nng ngh nghip. Nhng nhn vin thc s c nng lc th thng chuyn ra lm bn ngoi sau khi  qua o to trong cng ty. Nhn vin mi vo th vn tun th cc hng dn ca nhng ngi c kinh nghim, nhng do mt s nhn vin lm vic cha thc s c trch nhim dn ti tm l ca nhng nhn vin mi cing b nh hng v kt qu lm vic khng c cao. Cht lng phc v ngy cng i xung. Cng ty cing cha c nhng chng trnh o to chnh thng cho cc nhn vin do  vic thi tay ngh v vy vic thi tay ngh mi ch dng li  mc ch l nng bc lng. 2.3 Vic nh gi kt qu thc hin ca nhn vin. Vic nh gi kt qu thc hin ca nhn mi ch c thng qua s cm nhn ca khch hng v kin ch quan ca cn b qun l trong nh hng. Nh hng cha c nhng thang nh gi ph hp do  cha nh gi ng nng lc thc s ca mi nhn vin. iu ny  nh hng trc tip ti quyn li ca nhn vin, nhn vin s b k lut hoc khen thng khng ng vi nng lc ca mnh. Dn ti tm l bung xui ca nhn vin t  nh hng ti cht lng phc v. 2.4 thc ca nhn vin. Trong i ngi nhn vin vn ang cn tn ti tm l cha tt, cha chuyn nghip. Thi  lm vic cha tch cc  mt s nhn vin  nh hng khng nh ti b my chung ca nh hng. Kin thc v k nng ngh nghip th c th o to, nhng thc tt th ch c th c thc bi chnh nhng c nhn ngi lao ng. Trong ngnh kinh doanh nh hng khch sn th thc ca ngi lao ng l yu t quan trng nht quyt nh cho s thnh bi ca cng ty. Do  vic tuyn dng l rt quan trng, vic ny t ra cho cc nh qun l mt thch thc khng nh bi vi c ch tuyn lao ng nh  nh hng Hoa Sen th rt kh  c th tuyn c nhng nhn vin tt vo nhng v tr ph hp vi h. Chng IV: Mt s gii php nhm nng cao cht lng i ngi lao ng  nh hng Hoa Sen 6 1. Mc tiu v phng hng pht trin: Trn c s nhng chin lc pht trin chung cho cng ty,  hot ng kinh doanh ngy cng t hiu qu cao hn th ban lnh o cng ty   ra nhng mc tiu c th cho cc nh hng Hoa Sen ni chung v nh hng Hoa Sen 6 ni ring nh sau: S phn u  nh hng c v tr cao hn na trn th trng, sa cha nng cp nh hng nhm tng thm sc cnh tranh. Ch trng n cng tc o to, nng cao tay ngh nghip v cho nhn vin Gi vng v pht huy th trng khch tic ci, hi ngh ly th trng khch tic ci l th mnh cho vic kinh doanh ca cc nm tip theo. Gi vng mi quan h vi khch hng truyn thng Qun l tt doanh thu( mua phn mm qun l khch sn), cng n, kim sot cht ch chi ph u vo, tit kim chi ph. Xy dng nh mc lao ng, nh mc tiu hao nguyn vt liu, phn cng lao ng hp l. Xy dng i ngi cn b qun l, cn b k thut v chuyn mn nghip v  trnh , nng lc. - Tch cc tham gia cc hi thi trong nc v khu vc nhm qung b cho nh hng ca cng ty. Mt s gii php nhm nng cao cht lng i ngi lao ng ca b phn bn ti nh hng Hoa Sen 6. Gii php cho cng tc tuyn chn lao ng Vic tuyn chn lao ng thng mang tnh quyt nh ti cht lng i ngi lao ng ca cng ty sau ny. Thc hin tt cng tc tuyn chn s tit kim c thi gian, trnh tn tht trong chi ph o to. y cing l iu kin u tin  c th nng cao cht lng lao ng v c chuyn mn nghip v ln trnh  hc vn. Do  vic tuyn chn lao ng  nh hng cn phi ch vi nhng vn  sau: Phi xc nh c cung- cu lao ng trn th trng cho nhng cng vic c th theo tng nm da trn s liu ca nhng nm trc, nhu cu pht sinh do m rng quy m hay nng cp cht lng sn phm, lao ng ngh theo ch  v.v& t  s c nhng gii php thch hp cho vic tuyn dng. Phi t chc Marketing cng vic mt cch c hiu qu nhm thu ht nhng ng vin c nng lc thc s, m bo v cht lng cho cc v tr cng vic cn tuyn dng da vo bn m t cng vic , y cing c xem l cn c khi xt tuyn lao ng v n cn phi c c th ha trn giy t. Ni dung ca bn m t cng vic cho mt nhn vin lm vic  b phn bn. Chc v : Nhn vin bn. B phn : B phn bn. Phm vi : Mi hot ng tip khch ti nh hng. Chu trch nhim vi : - t trng t bn. - t trng t bp trong vic chun b  n cho khch. Phi hp vi cc b phn : - bar : trong qu trnh phc v  ung cho khch. -bp : trong qu trnh phc v  n cho khch. - Thu ngn: khi thanh ton cho khch. Nhim v chnh: -Chun b t chc vic phc v khch ti nh hng. - Ly ha n thanh ton t khch sau  gi li quy thu ngn. - Ly kin phn hi t khch sau sau  ng gp kin xy dng thc n cho khch vi t bp. - Tham gia ng gp kin v vic xy dng v hon thin quy trnh t chc v phc v khch ti khch sn. - C trch nhim km cp nhn vin mi nu c s giao ph ca t trng. Vic phng vn khi tuyn dng cing cn c nh gi khch quan bng cch cho im theo cc tiu chun nh trnh  hc vn, chuyn mn, nghip v, ngoi ng, k nng giao tip, ng x, kh nng sng to, linh hot & vv  trnh cch nh gi ch quan theo cm tnh ca ngi phng vn. Tyn chn nhng ng vin c s im t cao xung thp, trnh tnh trng tuyn dng qua vic gii thiu ca nhng cn b trong cng ty m li khng p ng  cc tiu chun tuyn chn.iu ny nu xy ra s nh hng rt ln ti cht lng ca  ngi lao ng v thng rt kh  gii quyt. o to pht trin v nng cao k nng cho nhn vin T chc nhng bui tho lun v vai tr, s mnh ca nhn vin b phn bn i vi s pht trin ca cng ty. Nhn vin s nhn ra tm quan trng ca h trong cng ty, ng thi phi c nhng cam kt bo m li ch cho nhn vin khi h lm tt cng vic ca mnh. Thng xuyn pht ng nhng phong tro t hc, t trau di k nng, kin thc v mi l)nh vc. Cn phi c nhng chnh sch hp l nhm khuyn khch nhn vin t n lc bn thn hn na, to ra mt mi trng cnh tranh cng bng trong cng ty. T chc thi tay ngh, kin thc x hi gia nhn vin nh hng vi nhn vin trong cng ty v xa hn na l nhn vin  mt t chc khc. Cn t chc nhng kha hc chnh thng nhm to cho nhn vin mt cung cch phc v chuyn nghip. C th tin hnh theo cc bc sau: - Xc nh mc tiu o to: Xut pht t chin lc kinh doanh ca cng ty m a ra nhng mc tiu o to nht nh: s lng o to, k nng cn o to& vv - Lp k hoch o to:Sau khi  thit lp c mc tiu bc tip theo l ln k hoch nh: thi gian, a im, ngi hun luyn, nhn tham gia hc, ni dung, phng php o to, chi ph o to - nh gi kt qu o to. Sau mt thi gian thc hin chng trnh o to cn theo di xem vic o to  c thu c li ch g khng. Nu nhn thy hiu qu cng vic tt hn trc th s khuyn khch thm cng tc o to. V ngc li, nu khng thy hiu qa th phi xem xt li v tm hng i ph hp. 2.3 Cng tc nh gi nng sut lao ng ca nhn vin. Cn c nhng tiu chun c th cho vic nh gi. p dng phng php: t trng mi b phn nh gi qua s gim st v a ra kt lun ca mnh, gia nhng nhn vin lm vic trong cng b phn nh gi cho ln nhau hoc pht cho mi nhn vin 1 phiu nh gi khng  tn nhm th hin s khch quan. Tng hp cc phiu li giao cho cho b phn qun l xem xt v ra quyt nh cui cng.  lm tt cng vic ny, ban lnh o cng ty cn lm nhng vic sau: - Phi lit k c h thng cc tiu chun m nhn vin phi t c v thc hin c. - Son tho ra 1 h thng cc cu hi vi cc phng n tr li khc nhau  cho nhn vin nh gi. - Cn c ci nhn khch quan vi mi ngi khng v mc ch ring t m nh hng ti thnh tch ca ngi khc. 2.4 Xy dng bu khng kh lm vic thn thin trong nh hng Vi tnh cht ca sn phm l s phc v, v sn phm ch tr nn hon ho khi cc cng on ca qu trnh phc v c phi hp vi nhau mt cch n . nu trong bu khng kh cng thng th rt kh  c mt dch v tt. Mt vn  cho cp qun l l cn to ra mt mi trng thn thin, mt bu khng kh vui v trong cng vic.  c c mt khng kh lm vic tt nh qun l cn lm nhng vn  sau: - Lp k hoch v phn cng cng vic mt cch r rng ti tng nhn vin. K hoch phi c th chi tit theo ngy, hng gi, phi hp l v cng bng. Vic lm ny s trnh tnh trng nhn nhau trong cng vic d dn ti tnh trng  li - Qun l n c, nhc nh nhn vin mt cch thng xuyn trn tinh thn tt c v mc tiu chung l phc v khch hng cho tht tt. Nh qun l cn c s tinh t, kho lo th hin s tn trng nhn vin, khng t ra cao ngo v hch dch. Mt khc phi c thi  thng thn v kin quyt, t r lp trng quan im qun l i vi nhn vin " lm th phi lm n ni n chn". Nu nhn vin lm sai cn gp ph bnh ngay v yu cu nhn vin chm dt ngay, khng  mc li vo nhng ln sau. 2.5 Xy dng hnh nh nhn vin tht tt Xy dng mt tc phong phc v cng nghip: Nhn vin lc no cing trong tm th sn sng phc v khch. Tc phong lm vic chuyn nghip ca nhn vin th hin  cc im nh: i lm ng gi ( nu chm cn nhc nh ln u, ln sau vi phm pht nng hn), i li nhanh nhn, khng ngi t tp bun chuyn khi cha hon thnh xong cng vic, khi c khch n phi cho n nim n, nhanh chng p ng yu cu ca khch, thc hin " n ci lun  trn mi" mi khi gp khch To nn din mo chuyn nghip cho nhn vin phc v: Thit k ng phc mi cho nhn vin nh hng Hoa Sen 6, ng phc ny phi to c phong cch ring, trng lch s, d ghi nh v phn bit i vi khch. Thc hin tun th quy nh mc ng phc mt cch nghim ngt. Nhn vin phc v khng c i dp r, giy cao gt, tc tai khng nhum k qui ...Cn nhc nh nhn vin v v sinh c nhn, mt my ti sng  lm p cho n ci v tng s t tin giao tip ca nhn vin phc v. Vic to hnh nh din mo chuyn nghip s to c n tng tt p v tng s tin tng, hi lng ca khch v sn phm n ung ca nh hng. Th hin s t tin trong giao tip vi khch: Bng vic o to k) nng giao tip cho nhn vin, trong qu trnh lm vic c nhng gp kp thi  nhn vin chnh sa. Khi khch c nhng yu cu thc mc th nhn vin nhit tnh gii p ngay, v gi kho lo  khch by t yu cu mong mun ca h. Th hin tinh thn on kt, thng nht ca ton th i ngi nhn vin: Cc nhn vin c trch nhim gip  ln nhau hon thnh cng vic. To nn mt quy trnh phc v khoa hc, hiu qu sao cho cc nhn vin c th d phi hp nhp nhng n vi nhau. i tng phc v ch yu ca nh hng l khch hi ngh, khch tic ci, h thng tp chung n ung trong mt khong thi gian nht nh ch khng ri rc, thng phi phc v ng lot cng mt lc. Do  , theo quy trnh ny khi phc v s phn cng nhn vin ph trch theo tng bn, tng dy, nh th mi m bo s giao tip v p ng kp thi nhng yu cu ca khch, trnh c nhng thiu st v dch v cung cp cho khch. 2.6 Cng tc khen thng v k lut. Vt cht c c m bo th ngi lao ng mi thc s quan tm v c ng lc  nng cao hiu qu lao ng v hon thin mnh. Hn th khi i sng vt cht c m bo th khng kh lm vic cing tt hn nh vy mi to ra c mt khi thng nht on kt v mc tiu s mt ca nh hng. Hin nay mc lng bnh qun ca nhn vin ti Cng ty du lch Kim Lin ni chung v ti khu vc nh hng ni ring l 2.2 triu. Mc lng ny c th tm thi chp nhn c cho mt s b phn nhn vin do phn ln nhn vin phc v l n. Tuy nhin i sng vt cht ngy cng nng cao, mi chi ph  chi tiu cho i sng ca h ngy mt leo thang khin cho khng t nhn vin cha hi lng v h mong mun c mt mc lng cao hn na. V vy cng tc khen thng v k lut l yu t cn thit phi coi trng. Qu trnh xt khen thng hay k lut cing cn phi cn c vo kin ca khch hng bi khch hng l nhng ngi nh gi cng minh nht i vi mi nhn vin. Vic thu thp thng tin t khch hng c th tin hnh bng nhiu cch, di y l mt s cch m cng ty c th tham kho  p dng. - Xy dng cc phiu iu tra da trn h thng tiu chun  nh gi mc  hi lng ca khch i vi dch v ca b phn m khch c phc v v ly  lm cn c  khen thng cho nh vin. V d: i vi b phn l tn. Cc tiu chun  nh gi l: Trnh  chuyn mn, ngoi ng, kh nng giao tip ng x, thi  tc phong ca nhn vin v.v& Cc mc   nh gi l: Xut sc, gii, tt, kh, trung bnh, yu v.v& Ngoi vic phi m bo tnh thc t phc v cho vic nh gi lao ng th phiu iu tra cn l cn c  cc nh qun l c quyt nh khc lin quan n cng tc qun tr nhn lc cn phi m bo s n gin, d hiu, d thc hin v.v&  trnh lm phin khch. - Thnh lp b phn chm sc khch hng m nhim v ch yu l thu nhp nhng thng tin nh gi ca khch hng v mc  tha mn ca h i vi cc dch v ca nh hng. y va l c s  xt tr lng, khen thng va l cn c  Cng ty, cc b phn  ra cc chnh sch Marketing ph hp. - Tng cng cng tc kim tra, gim st i vi hot ng nh gi lao ng ca cn b qun l  cc n v b phn  m bo cc ngun thng tin t y l chnh xc, cng bng. Tuy nhin cch ny s d gy phn ng khng tt t pha nhn vin, do h cm thy kh chu khi b cp trn qun l cht ch hn. - Nhng nhn vin vi phm ni quy ca nh hng khch sn, ty theo mc  m x l, nh th cnh co, nng hn th buc thi vic& khng v nhng mi quan h m b qua hoc nhc nh qua loa, nu khng s khin h thng x l vi phm khng cn tc dng i vi nhn vin v h khng thc s tun theo nhng ch o ca cp trn hoc nu c th cing ch l cho qua loa. Tt c phi x l cng bng vi tt c mi ngi vi phm. - Vic khen thng c th l khuyn khch bng vt cht hoc tinh thn. N s to bu khng kh lm vic hp tc v mc tiu chung ca t chc. Doanh nghip to iu kin cho nhn vin i hc thm, bi dng trnh , cp nht thng tin qua bo ch, bi dng nghip v. Ngi lao ng c iu kin thng tin t khng nh mnh. Khch sn nn quan tm ti vn  t chc thi ua, pht huy sng kin, tng bng khen giy khen khin ngi lao ng t ho v bn thn. 3. Mt s kin ngh nhm nng cao cht lng i ngi lao ng nh hng Hoa Sen 6 - Thit lp c cu t chc lao ng tht hp l t cc cp lnh o ti tng b phn ca cng ty. To iu kin tt hn na v thi gian cing nh v ti chnh v cng tc o to nng cao trnh  chuyn mn nghip v cho c cp qun l v nhn vin. - Ch ng hp tc vi cc trng i Hc v cc c s o to trong nc nhm tm nhng nhn vin c cht lng thc s. Mi nhng chuyn gia gii trong nc cing nh nc ngoi v hng dn chuyn mn nghip v. - Giao quyn t quyt nhiu hn cho cc b phn v khuyn khch cc b phn ch ng, sang to trong vic sn xut kinh doanh trnh vic  li ch quyt nh ca cp trn. - Vi mi nh hng lun c nhng c im v tnh cht ring do  nn  h t a ra c cu lao ng trong b phn ca mnh. - Cn quan tm st sao hn na ti cc b phn trong cng ty  khi cn c th h tr kp thi. To iu kin cho vic giao lu hoc hi thng xuyn hn vi cc c s khc trong cng mt l)nh vc kinh doanh. Kt lun Nhn lc l yu t quyt nh cho s pht trin ca bt k doanh nghip no, c bit trong l)nh vc kinh doanh khch sn, ni m sn phm ca n ch yu l dch v, ni m s tip xc giia ngi lao ng vi khch hng quyt nh cht lng sn phm. Do  vn  v t chc qun l v s dng nhn lc lun c t ln hng u v c l cha c khch sn no c mt gii php hon thin tuyt i i vi cng tc ny. Trong qu trnh thc tp ti khch sn Kim Lin, ti nhn thy rng, cht lng phc v chnh l mt trong nhng vn  ban gim c cing nh ton th nhn vin c gng xy dng. Tuy nhin,  c c cht lng tt th cn phi c i ngi nhn vin phc v tt. y thc s l mt vn  vi ban lnh o ca cng ty bi v cht lng ca nhng nhn vin phc v ni y cha xng tm vi danh hiu khch sn c b dy lch s nh Kim Lin. Do , ti  a vn  ny vo  ti ca mnh nhm gp phn hon thin hn cho i ngi lao ng trong nh hng Hoa Sen thuc cng ty CPDLKL. Trn y l Bo co chuyn  thc tp ca ti. Bo co ny c tng hp v phn tch t nhng ti liu, nhng quan st ti thu c t qu trnh thc tp ti nh hng Hoa Sen 6 thuc cng ty CPDLKL vi s gip  nhit tnh ca cn b cng nhn vin trong cng ty v vi s hng dn tn tnh ca GVHD: ThS Trn th Hnh. Do thi gian v kin thc c hn nn bo co ca ti c nhiu thiu st rt mong c c s ng gp kin ca cc thy c gio v nhng ngi quan tam. Em xin trn trng cm n! Ti liu tham kho I. Gio trnh: Gio trnh Qun tr nhn lc. NXB i hc Kinh t quc dn. 2007. Gio trnh Qun tr kinh doanh Khch sn. NXB i hc Kinh t quc dn. 2005. Gio trnh kinh t du lch. NXB LXH II. Websites:  HYPERLINK "http://en.wikipedia.org/wiki/Internal_marketing" http://en.wikipedia.org/wiki/Internal_marketing  HYPERLINK "http://www.roi.com.au/index.php/general_marketing/effective_internal_marketing_for_successful_external_marketing.html" http://www.roi.com.au/index.php/general_marketing/effective_internal_marketing_for_successful_external_marketing.html  HYPERLINK "http://www.personneltoday.com/articles/2003/04/08/18252/how-to.influence-employee-behaviour-through-internal.html" http://www.personneltoday.com/articles/2003/04/08/18252/how-to.influence-employee-behaviour-through-internal.html  HYPERLINK "http://vietnambranding.com/kien-thuc/quang-ba-thuong-hieu/5972/Marketing-noi-bo-lat-mem-buoc-chat" http://vietnambranding.com/kien-thuc/quang-ba-thuong-hieu/5972/Marketing-noi-bo-lat-mem-buoc-chat & . MC LC  TOC \o "1-3" \h \z \u  HYPERLINK \l "_Toc254083798" LI CM N  PAGEREF _Toc254083798 \h 1  HYPERLINK \l "_Toc254083802" PHN M U  PAGEREF _Toc254083802 \h 2  HYPERLINK \l "_Toc254083803" Chng I: Cht lng lao ng v nhn lc trong khch sn nh hng  PAGEREF _Toc254083803 \h 3  HYPERLINK \l "_Toc254083804" 1. Cht lng lao ng  PAGEREF _Toc254083804 \h 3  HYPERLINK \l "_Toc254083805" 1.1. Th no l cht lng lao ng  PAGEREF _Toc254083805 \h 3  HYPERLINK \l "_Toc254083806" 1.2. Vai tr ca lao ng trong kinh doanh khch sn nh hng.  PAGEREF _Toc254083806 \h 4  HYPERLINK \l "_Toc254083807" 1.3. Nhing cng vic ph bin trong khch sn  PAGEREF _Toc254083807 \h 4  HYPERLINK \l "_Toc254083808" 1.3.1. Gim c khch sn  PAGEREF _Toc254083808 \h 4  HYPERLINK \l "_Toc254083809" 1.3.2. Th k khch sn  PAGEREF _Toc254083809 \h 5  HYPERLINK \l "_Toc254083810" 1.3.3 Ngi trc tng khch sn  PAGEREF _Toc254083810 \h 5  HYPERLINK \l "_Toc254083811" 1.3.4. Ngi t chc cc cuc hi tho  PAGEREF _Toc254083811 \h 5  HYPERLINK \l "_Toc254083812" 1.3.5. Ngi chuyn h tr thc hin mi yu cu ca khch  PAGEREF _Toc254083812 \h 5  HYPERLINK \l "_Toc254083813" 1.3.6. Trng b phn bi bn  PAGEREF _Toc254083813 \h 5  HYPERLINK \l "_Toc254083814" 1.3.7. Trng b phn bp  PAGEREF _Toc254083814 \h 5  HYPERLINK \l "_Toc254083815" 1.3.8. B phn tip nhn t v/  PAGEREF _Toc254083815 \h 5  HYPERLINK \l "_Toc254083816" 1.3.9 Nhn vin b phn v sinh  PAGEREF _Toc254083816 \h 6  HYPERLINK \l "_Toc254083817" 2. Nhn lc trong khch sn nh hng.  PAGEREF _Toc254083817 \h 6  HYPERLINK \l "_Toc254083818" 2.1 c im ca i ngi lao ng trong kinh doanh khch sn nh hng  PAGEREF _Toc254083818 \h 6  HYPERLINK \l "_Toc254083819" 2.1.1 Lao ng ca khch sn nh hng phi s dng nhiu lao ng trc tip  PAGEREF _Toc254083819 \h 6  HYPERLINK \l "_Toc254083820" 2.1.2  tui trung bnh thp  PAGEREF _Toc254083820 \h 6  HYPERLINK \l "_Toc254083821" 2.1.3 Lao ng c s dng theo hng chuyn mn ha su  PAGEREF _Toc254083821 \h 7  HYPERLINK \l "_Toc254083822" 2.1.4 Thi gian lm vic ca nhn vin ty thuc vo thi gian tiu dng ca khch.  PAGEREF _Toc254083822 \h 7  HYPERLINK \l "_Toc254083823" 2.1.5 Chu sc p v mt tm l cao  PAGEREF _Toc254083823 \h 7  HYPERLINK \l "_Toc254083824" 2.1.6 H s lun chuyn lao ng ca ngnh cao  PAGEREF _Toc254083824 \h 9  HYPERLINK \l "_Toc254083825" 2.2 Nhng yu cu i vi i ngi lao ng ca ngnh khch sn- nh hng.  PAGEREF _Toc254083825 \h 9  HYPERLINK \l "_Toc254083826" 2.2.1 Yu cu v ngoi hnh  PAGEREF _Toc254083826 \h 9  HYPERLINK \l "_Toc254083827" 2.2. 2 Yu cu v trnh  v nghip v  PAGEREF _Toc254083827 \h 10  HYPERLINK \l "_Toc254083828" 2.2.3 Yu cu v trang phc  PAGEREF _Toc254083828 \h 10  HYPERLINK \l "_Toc254083829" 3. Gii thiu v b phn bn trong khch sn nh hng.  PAGEREF _Toc254083829 \h 11  HYPERLINK \l "_Toc254083830" 3.1 V tr, chc nng v nhim v chung ca b phn bn  PAGEREF _Toc254083830 \h 11  HYPERLINK \l "_Toc254083831" 3.1.1 V tr chc nng ca b phn bn  PAGEREF _Toc254083831 \h 11  HYPERLINK \l "_Toc254083832" 3.1.2 Nhim v chung ca b phn bn  PAGEREF _Toc254083832 \h 12  HYPERLINK \l "_Toc254083833" 3.2 T chc lao ng trong nh hng  PAGEREF _Toc254083833 \h 12  HYPERLINK \l "_Toc254083834" 3.2.1 . Trng b phn nh hng  PAGEREF _Toc254083834 \h 12  HYPERLINK \l "_Toc254083835" 3.2.2 Trng b phn bn  PAGEREF _Toc254083835 \h 13  HYPERLINK \l "_Toc254083836" Chng II: Thc trng cht lng i ngi lao ng b phn bn ti nh hng Hoa Sen 6 thuc cng ty CPDLKL  PAGEREF _Toc254083836 \h 14  HYPERLINK \l "_Toc254083837" 1. Gii thiu tng quan v cng ty CPDLKL  PAGEREF _Toc254083837 \h 14  HYPERLINK \l "_Toc254083838" 1.1 Qu trnh hnh thnh v pht trin.  PAGEREF _Toc254083838 \h 14  HYPERLINK \l "_Toc254083839" 1.2 C cu t chc lao ng  PAGEREF _Toc254083839 \h 15  HYPERLINK \l "_Toc254083840" 1.3. Cc l)nh vc hot ng kinh doanh ca cng ty c phn du lch Kim Lin.  PAGEREF _Toc254083840 \h 18  HYPERLINK \l "_Toc254083841" 1.4 Th trng khch  PAGEREF _Toc254083841 \h 21  HYPERLINK \l "_Toc254083842" 1.5 Kt qu hot ng kinh doanh ca ton cng ty du lch Kim Lin.  PAGEREF _Toc254083842 \h 22  HYPERLINK \l "_Toc254083843" 2. Tng quan v nh hng Hoa Sen 6  PAGEREF _Toc254083843 \h 24  HYPERLINK \l "_Toc254083844" 2.1. Gii thiu tng quan v nh hng.  PAGEREF _Toc254083844 \h 24  HYPERLINK \l "_Toc254083845" 2.2 C cu lao ng trong nh hng Hoa Sen 6  PAGEREF _Toc254083845 \h 24  HYPERLINK \l "_Toc254083846" 2.3 Th trng khch  PAGEREF _Toc254083846 \h 26  HYPERLINK \l "_Toc254083847" 2.4 Kt qu hot ng kinh doanh ca nh hng.  PAGEREF _Toc254083847 \h 27  HYPERLINK \l "_Toc254083848" 3. Thc trng cht lng i ngi nhn vin ca b phn bn ti nh hng Hoa Sen 6.  PAGEREF _Toc254083848 \h 30  HYPERLINK \l "_Toc254083849" 3.1 Trnh  chuyn mn nghp v  PAGEREF _Toc254083849 \h 30  HYPERLINK \l "_Toc254083850" 3.2 thc thi  i vi cng vic.  PAGEREF _Toc254083850 \h 31  HYPERLINK \l "_Toc254083851" 4. Tiu ch nh gi hiu qu s dng ca b phn bn.  PAGEREF _Toc254083851 \h 31  HYPERLINK \l "_Toc254083852" 4.1 Ch tiu nng sut lao ng  PAGEREF _Toc254083852 \h 31  HYPERLINK \l "_Toc254083853" 4.2 Ch tiu v li nhun bnh qun trn mt lao ng.  PAGEREF _Toc254083853 \h 31  HYPERLINK \l "_Toc254083854" 4.3 Ch tiu s dng lc lng lao ng theo trnh  chuyn mn.  PAGEREF _Toc254083854 \h 32  HYPERLINK \l "_Toc254083855" 4.4 Ch tiu s dng thi gian lao ng.  PAGEREF _Toc254083855 \h 32  HYPERLINK \l "_Toc254083856" Chng III: Cc nhn t tc ng v nguyn nhn gy nn nhng tn ti yu km ca cht lng i ngi lao ng  b phn bn ti nh hng Hoa Sen 6  PAGEREF _Toc254083856 \h 33  HYPERLINK \l "_Toc254083857" 1. Cc nhn t tc ng n cht lng i ngi lao ng  PAGEREF _Toc254083857 \h 33  HYPERLINK \l "_Toc254083858" 1.1 Lp k hoch tuyn chn.  PAGEREF _Toc254083858 \h 33  HYPERLINK \l "_Toc254083859" 1.2 Tuyn dng la chn nhn vin.  PAGEREF _Toc254083859 \h 33  HYPERLINK \l "_Toc254083860" 1.3 o to v hun luyn nhn vin.  PAGEREF _Toc254083860 \h 37  HYPERLINK \l "_Toc254083861" 1.4 Phn cng cng vic v nh gi kt qu thc hin cng vic ca nhn vin.  PAGEREF _Toc254083861 \h 37  HYPERLINK \l "_Toc254083862" 1.5 Phn phi thu nhp v cng tc khen thng, k lut  PAGEREF _Toc254083862 \h 38  HYPERLINK \l "_Toc254083863" 1.6 Cc yu t t mi trng bn ngoi.  PAGEREF _Toc254083863 \h 39  HYPERLINK \l "_Toc254083864" 1.6.1 Th trng lao ng.  PAGEREF _Toc254083864 \h 39  HYPERLINK \l "_Toc254083865" 1.6.2 i th cnh tranh.  PAGEREF _Toc254083865 \h 39  HYPERLINK \l "_Toc254083866" 2. Nhng nguyn nhn ch yu to nn nhng yu km ca cht lng i ngi lao ng  b phn bn ti nh hng Hoa Sen 6.  PAGEREF _Toc254083866 \h 40  HYPERLINK \l "_Toc254083867" 2.1 Do vic tuyn dng.  PAGEREF _Toc254083867 \h 40  HYPERLINK \l "_Toc254083868" 2.2 Vic o to v hun luyn nhn vin.  PAGEREF _Toc254083868 \h 40  HYPERLINK \l "_Toc254083869" 2.3 Vic nh gi kt qu thc hin ca nhn vin.  PAGEREF _Toc254083869 \h 41  HYPERLINK \l "_Toc254083870" 2.4 thc ca nhn vin.  PAGEREF _Toc254083870 \h 41  HYPERLINK \l "_Toc254083871" Chng IV: Mt s gii php nhm nng cao cht lng i ngi lao ng  nh hng Hoa Sen 6  PAGEREF _Toc254083871 \h 42  HYPERLINK \l "_Toc254083872" 1. Mc tiu v phng hng pht trin:  PAGEREF _Toc254083872 \h 42  HYPERLINK \l "_Toc254083873" 2. Mt s gii php nhm nng cao cht lng i ngi lao ng ca b phn bn ti nh hng Hoa Sen 6.  PAGEREF _Toc254083873 \h 42  HYPERLINK \l "_Toc254083874" 2.1 Gii php cho cng tc tuyn chn lao ng  PAGEREF _Toc254083874 \h 42  HYPERLINK \l "_Toc254083875" 2.2 o to pht trin v nng cao k nng cho nhn vin  PAGEREF _Toc254083875 \h 44  HYPERLINK \l "_Toc254083876" 2.3 Cng tc nh gi nng sut lao ng ca nhn vin.  PAGEREF _Toc254083876 \h 44  HYPERLINK \l "_Toc254083877" 2.4 Xy dng bu khng kh lm vic thn thin trong nh hng  PAGEREF _Toc254083877 \h 45  HYPERLINK \l "_Toc254083878" 2.5 Xy dng hnh nh nhn vin tht tt  PAGEREF _Toc254083878 \h 46  HYPERLINK \l "_Toc254083879" 2.6 Cng tc khen thng v k lut.  PAGEREF _Toc254083879 \h 47  HYPERLINK \l "_Toc254083880" 3. 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