Assessment of Responsibility and Professional Awareness of Hotel Security Staff

* Telephone skills: Direct contact with customers is a regular job of security staff. However, that does not mean that security staff do not communicate with customers over the phone. Therefore, telephone skills are one of the basic skills that a security staff needs to master.

Each hotel has regulations on telephone use for security personnel according to the following general standards:

- Greet guests according to hotel regulations. Each hotel has different greeting regulations. Avani Harbour View Hai Phong Hotel is the hotel that offers the most standard greeting according to VTOS: time - department name - name of the listener. Meanwhile, the greeting method over the phone at Huong Duong International Village and Camela Hotel is very simple: greet guests - hotel name.

- Always be gentle and friendly when answering the phone. To do this, employees should smile before answering the phone.

Maybe you are interested!

- Always be polite, respectful to guests and remember to use their correct names.

- When speaking, pronounce clearly, do not use slang or technical terms that cause confusion for customers.

- Remember to repeat all information to the customer to ensure accuracy.

- Let the caller hang up first, place the headset gently.

* Customer service skills: Hotel staff in general and security staff in particular must be able to handle common communication situations with guests quickly, effectively and politely, while still ensuring that work during the shift is well maintained. According to VTOS standards, customer service skills of security staff are demonstrated in two contents: handling guest requests and handling guest complaints. Hotels all perform well in handling guest complaints. However, the content of customer service via email communication is an obstacle for some hotel security staff.

Camela Hotel and Sunflower International Village. Due to the nature of the security department's workforce, which is mainly middle-aged, access to information technology is still limited.

In addition to the above skills, to perform well in operational activities, security staff in hotels are also equipped with other skills such as: coordination skills, observation skills, equipment inspection skills, equipment usage skills, observation skills, etc.

2.5.4. Assessment of responsibility and professional awareness of hotel security staff

- Regarding responsibility and professional awareness: Due to experience and working methods, security staff of 4-star hotels in Hai Phong have performed quite closely according to VTOS professional standards. As for Camela Hotel, although it has not been trained in security skills according to Vietnam Tourism Occupational Skills Standards (VTOS), the work methods have been compiled according to the regulations of a 4-star hotel. The difference here is the professionalism in the service style and attitude of Camela Hotel security staff with Avani Harbour View Hotel and Sunflower International Village. Through observation, the working style of Camela Hotel security staff is still unprofessional.

- In addition, the age and career of the security staff at the above 4-star hotels have helped them to fulfill their roles and responsibilities well in their work, contributing to ensuring service quality and providing guests with a safe resting space. The security team has contributed significantly to retaining hotel guests. Thus, it can be affirmed that the security staff of the hotels have basically completed the assigned tasks. However, the working methods between security staff in a hotel and staff between hotels are different. At the same time, there are still limitations, especially for young staff in terms of career and age.

2.6. Evaluation of training and operational activities of security staff according to VTOS standards at 4-star hotels in Hai Phong

2.6.1. Successes and causes

It can be seen that the training and operation of security staff according to VTOS standards at three 4-star hotels in Hai Phong have achieved certain successes.

One of the criteria to evaluate the level of success in ensuring security and safety for guests at hotels is the rate of guests returning to the hotel on subsequent visits.

According to data provided by the hotel's Head of Sales and Marketing, the rate of returning guests to Avani Hai Phong Harbour View Hotel is about 42%. Most of them are European business guests who come to Hai Phong periodically throughout the year. In addition, the survey shows that the rate of guests intending to return to the hotel in the next time is 42.3%. (Appendix 4)

Camela Hotel has a rate of foreign expert guests returning to the hotel in the next time up to 45%. In 100 survey forms randomly distributed at the hotel, it showed that the rate of guests intending to return to the hotel in the next time is also quite high, about 37%. (Appendix 3)

Among the 3 hotels surveyed, Huong Duong International Village has the highest room occupancy rate (85%). Through the author's survey, up to 56.04% of the guests surveyed intended to return to the hotel in the next time. (Appendix 5)

The above figures have shown the level of success in ensuring safety and security for guests at hotels. Part of the reason for guests to return is because the hotel has ensured a civilized service environment, ensuring safety for guests during their stay as well as using other services of the hotel.

According to the survey, 100% of guests come to the hotel for accommodation purposes. Therefore, how guests evaluate the safety level of the accommodation facility, in addition to the service attitude and service provided, whether the hotel's rescue system is guaranteed or not is also an important factor.

66.1 66.7

44.4

38.9

21 22.2

10. 1 5 1.1

6.7

2.4

5.6 4.4

Very secure

Guaranteed Not Guaranteed

Very insecure

Avani HP Harbour View Camela Sunflower International Village

Figure 2.1. Percentage of customer reviews of the rescue vehicle system at hotels

The chart shows that customers highly appreciate the hotel/restaurant's rescue equipment system. According to the majority of customers, the hotel's fire prevention and fighting equipment as well as security system make them feel really secure during their stay. For example, at Avani Hai Phong Harbour View Hotel, 66.1% of customers said that the hotel's security and safety equipment is very good. 44.4% of guests asked at Camela Hotel and 66.7% of guests asked at Sunflower International Village all answered that they completely trust the quality of these equipment. Also through the chart above, the number of guests who rated the rescue equipment at the three hotels as not good is very small (Avani Hai Phong Harbour View Hotel is 10.5%, Camela Hotel is 11.1% and Sunflower International Village is 6.7%). The reason is partly

The majority of these reviews are due to subjectivity and customers' limited understanding of the quality of the equipment.

The general overview of the successes in training and operational activities of security staff according to Vietnam Tourism Occupational Skills Standards (VTOS) at 4-star hotels in Hai Phong city can be summarized as follows:

* In training:

- Most hotels are aware of the importance of training security staff according to the Vietnam Tourism Occupational Skills Standards (VTOS). Although among the surveyed hotels, there are still hotels that have not applied this Standard, the regulations on professional procedures still ensure the correct criteria of a 4-star hotel according to the regulations of the Vietnam National Administration of Tourism.

- Security staff training is conducted regularly to help employees grasp the changes and development trends of the times. Through the training process, political instability and new social evils are always updated by employees to promptly respond to the myriad of unexpected situations that may occur.

- Human resource training and development are also given special attention by hotels and have achieved certain successes.

- Some hotels have known how to use their own team of trainers and trainees to train security skills for employees. This shows that hotel management and training managers have identified training needs quite accurately, thereby building a scientific plan that is suitable for the practical situation.

* On organizing training according to Vietnam tourism vocational skills standards

- Although not all surveyed hotels apply the Vietnam Tourism Occupational Skills Standard (VTOS) in Security Training, all employees have a correct awareness of the importance of training according to this Standard. The management of the hotels, especially the hotels

Avani Hai Phong Harbour View and Sunflower International Village are very concerned about training security staff according to standards. The increase in the number of staff trained through VTOS classes is a testament to the change in thinking and awareness towards training hotel security staff according to VTOS Standards.

- Through training sessions according to Vietnam Tourism Occupational Skills Standards (VTOS) of Avani Hai Phong Harbour View Hotel and Sunflower International Village, the author found that:

+ The training plans of the hotels are relatively reasonable and suitable for the specific nature of the security staff's work, which is demonstrated through the full presence of the staff in the training sessions.

+ Hotels always take advantage of their existing facilities during training to save costs and combine with on-site practice to evaluate the practical application ability of security staff.

+ The training content is rich and closely follows the actual conditions of the business environment as well as the wishes and proposals of security personnel drawn from the working process.

+ Trainers and lecturers of the hotel all conduct training according to Vietnam tourism vocational skills standards. From lesson planning, how to implement lectures, implementing training plans with a tight structure, including basic comprehensive knowledge and skills about the profession. The parts of the lesson are divided into each content, each step, each content and each step has a linked standard and is explained clearly and specifically.

* For operational activities

- Security personnel who are trained in professional skills highly appreciate the quality of the training sessions. The scientific and logical teaching methods of the trainers help them to easily remember, absorb and understand more deeply the implementation steps, standards and reasons.

- After being trained through classes organized at hotels, the professional skills of security staff are significantly improved. They are more responsive and flexible in daily operations as well as in handling emergency situations.

- The hotel security staff always complete their work well. This not only helps ensure the safety of hotel property but also helps customers feel absolutely secure when staying at the hotel. During the operation, although there are still inexperienced staff, they initially create sympathy with customers because of their dedicated service attitude.

2.6.2. Limitations and causes

Besides the successes, the training and operation of security staff according to Vietnam Tourism Occupational Skills Standards (VTOS) at 4-star hotels in Hai Phong city still face many limitations.

- The training time in each session is too short (4 sessions), not able to convey all the content in the most profound way.

- Hotels have not identified training needs through the Individual Needs Assessment, mainly the training needs of businesses, job training needs, not based on the training needs of security staff. That is why in the security staff questionnaire of hotels, there are still many opinions that have not or are not interested in the job content of security operations according to the Vietnam Tourism Occupational Skills Standards (VTOS).

- The number of trainers in hotels is still too small, even up to now Camela Hai Phong Hotel does not have any trainers in Security Operations. This leads to a lack of trainers and hotels have to spend a large amount of money to invite trainers from outside.

- The assessment of training results has not been focused on and has only stopped at internal assessment within the hotel. This is reflected in the very limited number of security staff registered for assessment by the VTCB Council.

Summary of chapter 2: Chapter 2 of the thesis has solved the second task of the thesis: Assessing the current status of applying Vietnam Tourism Occupational Skills Standards (VTOS) in the field of security - safety in 4-star hotels in Hai Phong. All assessments are based on the theoretical basis of chapter 1 compared with the actual operations at 4-star hotels in Hai Phong city that were surveyed. At the same time, the thesis points out the successes and limitations as well as the causes. This is also the premise for the proposals and solutions that will be given in chapter 3 of the thesis.

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