Fourth, risks come from competing businesses in the province and outside the province (vehicles transporting passengers from other places).
Fifth, the financial risks of enterprises mainly come from bad debt (enterprises are delayed by customers, late payment compared to the contract, capital appropriation, etc.).
Skill
Table 3.19 Assessment of Managerial Skills at Tourism Transport Enterprises
TT
Skill | Average | |
1 | Make a decision | 4.22 |
2 | Vision and strategic direction | 3.72 |
3 | Plan and implement | 4.39 |
4 | Interact effectively with employees | 4.44 |
5 | Guide, train, evaluate and develop subordinates | 3.78 |
6 | Track customer satisfaction | 2.72 |
7 | Effective management and information | 4.50 |
8 | Managing the impact of seasonal workers on your business | 3.22 |
9 | Foreign language | 2.06 |
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Source: Survey results (2019)
Decision Making 4.5
Foreign language
4
3
.5
3
Vision and purpose
strategic direction
2.5
2
Managing the impact of seasonal workers…
1.5
1
0.5
Plan and implement
painting
0
Effective ideas and information
fruit
Interact effectively with
staff
Track customer satisfaction
client
Guidance, training,
review and development
Figure 3.13. Assessment of Management Skills at Tourism Transport Enterprises
Source: Survey results (2019)
The survey results show that the criteria group with high average scores includes the skills "Effective management and communication" (4.50), "Effective interaction with employees" (4.44) and "Planning and implementing" (4.39). These skills have high self-assessment results, which can be attributed to a number of reasons:
Firstly, the highly competitive environment leads to the need to find customer information (travel agencies and individual customers) to expand the market and maximize the revenue/profit of the business. Managers at transportation facilities always seek to collect customer needs to arrange the most optimal customer service schedule, which is reflected in saving time and fuel. At the same time, arranging a reasonable schedule to increase the time of exploiting means of transport, for example: after finishing a day's tour program, a car can be arranged to pick up/drop off another group of guests from the train station/airport.
Second, from the information management activities, the customer service schedule requires the management of transportation facilities to plan and implement the plan effectively to ensure the goal of maximizing revenue/profit of the vehicle. The customer service plan is created in detail and implemented according to the plan, ensuring both the capacity of the tour time and the punctuality. To achieve the set goal, there must be coordination between the travel company and the tour guide/tour group leader. This leads to stressful pressure for the driver and related people.
However, other competencies had lower average scores including: “Managing the impact of temporary employees on the business” (3.22) and “Guiding, training, evaluating and developing subordinates” (3.78). The reasons for the above results are due to:
Firstly, tourism activities in Quang Binh Province are strongly affected by the seasonality of tourism and the fiercely competitive business environment. During peak season, the phenomenon of lack of vehicles to serve tourists occurs quite often and puts great pressure on both transport units and travel companies. This leads to the management of facilities having to contract with outside vehicle owners (private vehicles, route vehicles). Meanwhile, new drivers have almost not been trained in knowledge, skills and experience in serving customers. The lack of knowledge
The knowledge and skills of the vehicles serving tourists outside the business have affected the quality of service and the satisfaction of tourists. During the peak season, managers only focus on planning and implementing customer service to maximize business efficiency. The work of managing the impact of seasonal employees and training new employees is not focused on or implemented carelessly and superficially.
Tourist transport business activities are affected by tourism seasonality and competitive pressure from other transport units in and outside the province, making it difficult to determine the vision and strategic direction of the business and is not highly appreciated with an average score of 3.72.
Foreign language skills are the lowest rated skill (2.06), this result reflects the ability of these managers, because they are people with low professional skills and the nature of their work does not require much communication with foreigners, so they do not have the motivation to improve their foreign language skills. They often work directly with travel agencies and tour guides to determine the time and place to pick up and drop off guests. In addition, the level of education and training is not appropriate for the job (the investor/manager previously worked as a driver) which has significantly affected the quality of management and operation at transport businesses.
Attitude
Table 3.20. Assessment of Management Attitudes at Tourism Transport Enterprises
TT
Capacity | Average | |
1 | Dedication to work | 4.33 |
2 | Pursuit of personal development | 3.22 |
3 | Love professional work | 4.44 |
4 | Aiming for goals and results | 4.22 |
5 | Adapt to change | 4.22 |
Source: Survey results (2019)
Adapt to change
change
Contribution in work
job
4.5
4
3.5
3
2.5
2
1.5
1
0.5
0
Seeking development
self
Aiming for the goal
and results
Love the job
Expertise
Figure 3.14. Assessment of Management Attitudes at Transport Enterprises
Source: Survey results (2019)
The management and personal development capabilities of managers in transport enterprises are shown in Table 3.19. Managers of transport enterprises still do not have high aspirations for personal development (3.22). Because most of their work is with travel agencies and tour guides, the nature of their work does not motivate them to develop themselves.
Unlike other businesses, for transport businesses there is no clear gap between business owners and drivers, so the ability to interact with their employees is high (4.44).
The revenue of a transport business is based on the frequency of serving customers, business owners want their vehicles to operate at the highest capacity possible to quickly recover capital, therefore, the attitudes and qualities of "Dedication to work", "Love for professional work", "Goal and result-oriented" are highly rated by managers (4.33, 4.44, 4.22). Managers of transport businesses are often people who have traveled a lot, regularly interacted with many different types of customers, worked in a dynamic environment, so they also have the ability to "Adapt to change" well (4.22).
Competency specific to owners/managers of transport businesses
Table 3.21. Assessment of competencies specific to management at tourism transport enterprises
TT
Capacity | Average | |
1 | Manage vehicle inspection and maintenance activities | 4.83 |
2 | Supervise tourist transport to ensure conditions safe and clean operating conditions | 4.50 |
3 | Comply with occupational health and safety regulations | 4.50 |
Source: Survey results (2019)
The competencies for managers at transport enterprises have high self-assessment results, at good and very good levels. Due to the time spent working as drivers, compliance with occupational health and safety regulations is well understood and strictly implemented by transport enterprise owners. In addition, means of transport are also the assets of the enterprise, so the awareness of carrying out inspection and maintenance activities is always paid attention by managers. Moreover, meeting inspection criteria is also a mandatory condition for these enterprises when they want to participate in transporting tourists. In addition, because the means of transport mainly serve tourists, ensuring cleanliness is always regularly carried out by enterprises and the drivers themselves.
3.3. Current status of factors affecting management human resources at tourism enterprises in Quang Binh Province
3.3.1. Macro-environmental factors
- State management system and State management agencies on tourism
After the 2017 Tourism Law was passed, documents on the Government's Decree detailing a number of articles of the Tourism Law; the Decree detailing the Tourism Law on the establishment, management and implementation of tourism planning; the Prime Minister's Decision on the establishment and approval of the Charter of organization and operation of the Tourism Development Support Fund; the Circular of the Minister of Culture, Sports and Tourism detailing a number of articles of the Tourism Law were developed and issued.
create conditions for businesses to have a healthy business environment. Workers in the tourism sector also proactively study, practice, improve their knowledge, expertise, and skills; comply with the law and always be aware of preserving the national image to serve tourists.
Thanks to the stability and improvement of the State management structure of tourism nationwide as well as in Quang Binh Province from 2007 to present, the orientation and policies for tourism development in general and tourism human resources in particular have been issued specifically and in detail, creating a strong driving force for the development of human resources in the Quang Binh tourism industry. In 2009, the Province signed a decision to establish the Quang Binh Tourism Association. Up to now, the Association has been operating for 2 terms with four affiliated branches: Transport Association, Restaurant Association, Accommodation Association and Quang Binh Travel Association. Compared to the early period of operation, the Association's activities have now contributed a lot to the development of the province's tourism industry. With its role, the Association has strengthened cooperation in tourism development with the North Central provinces as well as the Northern provinces of Thailand; opened training courses on online marketing, professional guidance courses; discussed and proposed recommendations to the Provincial People's Committee and the Department of Tourism in supporting tourism businesses to develop business activities in general and human resource development in particular. In 2018, the Provincial People's Committee organized the Quang Binh Investment Promotion Conference and granted investment certificates to many resort real estate projects, ecological projects, commercial centers in Quang Trach district, coastal districts of Le Thuy, Bo Trach, Quang Ninh.
These are the factors that have a positive impact on the development of quantity and quality of human resources managing tourism businesses.
- Socio-economic conditions
In recent years, the Provincial Party Committee, People's Council and People's Committee of Quang Binh Province have regularly paid attention to, led and directed the implementation of the goal of turning tourism into a spearhead economic sector of the locality. Accordingly, departments, branches, local authorities and the Steering Committee for Tourism Development have strengthened coordination in advising and implementing tourism development programs and plans. Quang Binh Province
also proactively implemented many mechanisms and preferential policies for businesses investing in the tourism sector; thanks to that, up to now, many large enterprises have committed to investing thousands of billions of VND to develop the tourism - service economy in localities in the province. Economic sectors have paid attention to investing in tourism development and considered this an effective investment sector, especially in the long term; the activities of the Tourism Promotion Information Center and the Tourism Association have contributed significantly to promoting the image of Quang Binh tourist destination, calling for investment and linking businesses operating in tourism; State management work has been increasingly implemented promptly and effectively, contributing to creating a transparent business environment, developing stable and sustainable tourism, attracting the participation of many investors in the tourism sector. Currently, there are nearly 30 projects registered for investment in the tourism sector, mainly investment projects to develop resorts and hotels with a total registered investment of about 9,000 billion VND, notably the FLC Group's high-end resort, villa and entertainment complex project, TMS Resort project of TMS Global Joint Stock Company and many projects to build new adventure tourism programs in the Phong Nha - Ke Bang National Park area...
The Department of Tourism, as the province's specialized agency for tourism, has organized training and professional development for officials, civil servants and public employees working in the tourism sector in the province since its establishment in 2016. Training courses for managers of tourism businesses have also brought about positive impacts.
- Tourism training facility system
Although the tourism training system in the country is increasingly developing, most of the prestigious and large-scale training facilities are concentrated in large provinces and cities such as Ho Chi Minh City, Hanoi, Da Nang, Hue, etc. Meanwhile, in these localities, tourism activities are also quite developed, so students after graduating often want to stay and work there, a few return to their hometowns or find places with developed tourism to work. Quang Binh is a locality with potential for tourism development, with many career opportunities, but in reality,
The economy is still having difficulty attracting skilled workers from other provinces due to some obstacles such as differences in regional culture, the high seasonality of tourism in Quang Binh, and especially Quang Binh's geographical location is quite far from Hanoi and Ho Chi Minh City,... In Quang Binh, Quang Binh University is the only training institution with a bachelor's program in tourism and travel services management, however, the school has only just started enrolling students in this major in the 2019-2020 school year, and the number of students applying is not enough to meet the enrollment target. College of Tourism - Digital Technology 9 has a tourism vocational training program, however, the number of students trained has not yet met the needs of the industry.
In recent times, a number of tourism training institutions across the country have also actively cooperated and supported in training and developing tourism human resources for Quang Binh Province, such as the Faculty of Tourism of Hue University, Hue College of Tourism and Quang Binh University have also trained several refresher courses and granted tour guide certificates at the Thien Duong Cave tourist site and trained tour guide professional courses for the Province;...
In addition, to help the tourism industry overcome difficulties, recently, the Department of Tourism has coordinated with the College of Tourism and Digital Technology 9 to organize training courses on restaurant and hotel operations for managers and staff of accommodation facilities and restaurants that meet tourist service standards, or classes on community tourism.
The No. 9 College of Tourism and Technology has now focused on tourism professions. Among the majors the school is training at the intermediate level, the Culinary Arts and Hotel Management majors have registered more than 60%. The school's training program is designed with the theoretical time only accounting for a maximum of 30%, and the school also cooperates with tourism businesses to send students for internships, especially during peak seasons.
The fact that tourism education and training institutions in Quang Binh are gradually perfecting their training programs and investing more in facilities is also contributing to the development of local tourism human resources, creating a premise for the development of management human resources in tourism businesses.