Characteristics of Labor in Tourism

- Tourist villa: A tourist villa is a villa with facilities and amenities for tourists to rent, and can serve themselves during their stay. Three or more tourist villas are called a tourist villa cluster.

- Tourist apartment: A tourist apartment is an apartment with equipment and facilities for tourists to rent, and can serve themselves during their stay. Ten or more tourist apartments are called a tourist apartment complex.

- Tourist camping: Tourist camping is a planned land area in a place with beautiful natural landscape, infrastructure, technical tourism facilities and necessary services to serve campers.

- Tourist guest house: A tourist guest house is a tourist accommodation facility with necessary equipment and facilities to serve tourists like a hotel but does not meet hotel classification standards.

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- Homestay: Homestay is a place where the owner or legal user lives during the rental period for tourist accommodation, has equipment and facilities for tourists to stay, and may have other services according to the homeowner's ability to provide.

- Other tourist accommodation facilities: Other tourist accommodation facilities include tourist ships, tourist trains, caravans, and tourist tents.

 Ranking of tourist accommodation establishments

Tourist accommodation establishments are ranked according to quality standards, including:

- Hotels and tourist villages are classified into five categories: 1 star, 2 stars, 3 stars, 4 stars, 5 stars;

- Tourist villas and tourist apartments are classified into two categories: those meeting business standards for tourist villas and tourist apartments and those meeting high-end standards;

- Tourist campsites, tourist motels, houses with rooms for tourists to rent, and other tourist accommodation establishments are classified as meeting the standards for tourist accommodation business.

 Green Lotus Sustainable Tourism Label (Green Lotus Label):

The Green Lotus Label is a label given to tourist accommodation establishments that meet environmental protection and sustainable development standards. Tourist accommodation establishments granted the Green Lotus Label are those that have made efforts in protecting the environment, using energy resources effectively, contributing to the protection of heritage, developing the local economy, culture, society and sustainable development.

The Green Lotus Label has 5 levels from 1 Green Lotus to 5 Green Lotus. The number of Green Lotuses records the level of efforts in environmental protection and sustainable development of tourist accommodation establishments, regardless of the type or class of the tourist accommodation establishment certified.

The Green Lotus criteria set includes 4 groups: Group A: sustainable management; Group B: maximizing economic and social benefits for the locality; Group C: minimizing negative impacts on cultural and natural heritage; Group D: minimizing negative impacts on the environment.

b. Means of transport for tourists

 Concept: Tourist transport vehicle is a vehicle that ensures conditions for serving tourists, used to transport tourists according to the tour program.

 Requirement: Tourist transport activities by car need to have a sign for tourist transport cars as follows:

o Interior and amenities for tourist transport vehicles:

- Cars with less than 9 seats must have air conditioning, beverage containers, first aid kits, and spare medicine bags.

- Cars with 9 to under 24 seats, in addition to the above regulations, must have sunshade curtains, safety instructions, fire extinguisher, emergency hammer, trash can, name and phone number of the vehicle owner located behind the driver's seat.

- Cars with 24 seats or more (except for specialized caravans or double-decker cars), in addition to the above regulations, must be equipped with a microphone, television and luggage storage area for tourists.

- Specialized caravans or double-decker cars, in addition to the above regulations, must have a first aid room (for double-decker cars) and a temporary resting room (for specialized cars).

o For drivers and service staff on tourist transport vehicles

- Drivers of tourist vehicles, in addition to meeting legal requirements for drivers, must have a Certificate of training in tourism.

- Service staff on tourist transport vehicles must have a Certificate of training in tourism, except in cases where the service staff on tourist transport vehicles is also a tour guide or tour interpreter.

c. Tourism catering service business establishments

 Concept: is a place that provides food and beverage services for tourists.

 Standards for granting the certificate of meeting tourist service standards for tourist food service establishments are as follows:

- Easy access location, with bar;

- Qualified to serve at least fifty guests; have appropriate equipment for each type of food and beverage; ensure food hygiene and safety

- Have menu, unit price and sell at the correct price stated on the menu;

- Ensure food hygiene and safety;

- The kitchen is airy and has good quality equipment for food preservation and processing;

- Employees wear uniforms appropriate to each job position and wear badges on their shirts;

- Private bathroom for guests;

- List prices and accept credit card payments.

d. Tourist shopping service business establishments:

 Standards for granting the certificate of meeting tourist service standards for tourist shopping service establishments are as follows:

- Goods must have a clear origin to ensure quality; do not sell fake goods or goods that do not ensure food hygiene and safety; list prices and sell at the listed price; have bags for customers to carry goods made of environmentally friendly materials; be responsible for exchanging, receiving back or refunding customers for goods that do not meet the committed quality;

- Staff wear uniforms, name badges on shirts; serve customers enthusiastically, cheerfully, thoughtfully, do not pressure customers to buy goods; have professional and sales skills; do not have infectious diseases, do not use addictive substances;

- The store has an easily accessible location; minimum area of fifty square meters; facade decoration, harmonious and reasonable display of goods; lighting system for the store and display area; mailbox or customer suggestion book placed in a convenient place; place for customers to try on clothes; restroom;

- Accept credit card payments.

1.4. Labor in tourism

1.4.1. Characteristics of labor in tourism

In general, each profession has its own characteristics. These characteristics determine the characteristics of labor. Labor in the tourism sector basically has some of the following outstanding characteristics:

Highly specialized . Tourism includes many business areas such as travel services, accommodation, tourist transportation, tourist attractions... Each area has a deeper division. In each business area, there are different positions and job titles. To perform well in each job position, employees must meet specific expertise. Therefore, tourism activities are highly specialized.

Not fixed in time: with the characteristics of the service industry, the working time of workers in the tourism industry is not fixed in terms of time of day as well as days of the week. Due to the nature of service work, to ensure that services are provided almost 24/24 and 7 days a week, most workers in tourism businesses work in shifts and even on weekends, holidays and Tet. In addition, for workers in travel businesses, especially tour guides, quantifying working time per day is very difficult, unlike administrative workers.

High communication requirements. Due to the nature of the service industry, workers in the tourism industry will also have the opportunity to meet many people, interact with both domestic and foreign tourists, use many different languages and come from many diverse cultures. Therefore, to be successful in the job, workers must have good communication skills.

Repetitive work. To some extent, repetitive work can also be considered a characteristic of the profession. This is even more true with the nature of tourism work. Tour guides or tour guides will provide explanations to visitors many times about the same tourist object. Because of this characteristic, in order to avoid monotony and boredom in their work, it requires those who do the job to love their job and always improve their knowledge and skills.

1.4.2. Requirements for labor in tourism

With the characteristics of work in the tourism sector, workers are required to meet certain requirements of the profession. Basically, these are requirements for knowledge, skills and behavior; communication and health.

Requirements for knowledge, skills, behavior and attitude. Tourists travel for many purposes, but one of the common purposes is to improve their knowledge. To meet this requirement of tourists, those who directly serve tourists such as tour guides, tour guides, and staff in service establishments must have extensive knowledge of different areas such as geography, customs, history, and culture.

In addition to knowledge, employees working in tourism also require high skills, behavior and attitude. Due to the nature of the service industry, tourists will find it difficult to accept inappropriate behavior and attitude of employees in the industry. One of the specific skills is communication skills. With the nature of contact with tourists who are diverse in language and culture, all messages must be conveyed through communication. Therefore, it is required that the workforce in tourism must have good communication skills. It is necessary to effectively use both verbal and non-verbal forms of communication.

Health requirements. This is one of the necessary requirements, especially for workers in the tourism industry. Due to the nature of the job, workers often have to travel on different means of transport, so it requires workers to meet health requirements. Working in shifts, ensuring services are provided 24/24h is also determined by the health factor of the workers.

II. Tourism services

2.1. Concept of tourism services

Nowadays, services have become an important economic sector in the national economy. In developed countries, the proportion of services accounts for 70% - 80% of GDP, in our country this proportion is 40%. Because services play such an important role, the study of service concepts is of special significance to the study of tourism service concepts.

According to ISO 9004:1991: "Service is the result of interactions between suppliers and customers, as well as through the activities of suppliers to meet the needs of consumers".

Services are the results of activities that are not expressed in physical products, but in their usefulness and economic value.

Tourism is a service industry, the products of tourism are mainly services, do not exist in physical form, do not store, store, or transfer ownership when used. Therefore, it also has the general characteristics of services.

Therefore, based on the general concepts of services, we can give the concept of tourism services as follows: "The result brought about by the interactions between tourism suppliers and tourists and through those interactions to meet the needs of tourists and bring benefits to the supplier".

2.2. Characteristics of tourism services

Basically, tourism services have the following characteristics:

Intangibility . This is the most important characteristic of tourism service production. Intangibility makes it impossible for tourists to see or test the product before buying. Therefore, it is difficult for tourists to evaluate the quality of the service before using it. Therefore, service providers need to provide full information and the information needs to emphasize the benefits of the service, not just describe the service process.

Simultaneous production and consumption of tourism services. This is an important feature that shows the difference between tourism services and goods. Tourism products cannot be produced in one place and then consumed in another place. Due to the above simultaneity, tourism products cannot be stored.

The participation of tourists in the process of service creation. This characteristic shows that to some extent, tourists are the content of the production process. The level of satisfaction of tourists will depend on the willingness and ability of tourism staff, the ability to fulfill the wishes of tourists. In many cases, the attitude and communication with tourists are more important than knowledge and professional skills.

The immovability of tourism services. This characteristic is due to the fact that tourism establishments are both service providers and production sites, so tourism services cannot be moved; customers who want to consume the services must go to the tourism establishments.

Seasonality of tourism services. Tourism is characterized by its seasonality, which affects tourism services. Supply and demand for tourism services are not uniform throughout the year, but are concentrated at certain times.

Package nature of tourism services . Tourism services are often packaged including basic services and additional services. Basic services are services that tourism suppliers provide to customers to satisfy basic, indispensable needs of tourists such as transportation services, accommodation services, food services, sightseeing services, entertainment services, etc.

Additional services are additional services provided to customers to satisfy the specific and additional needs of tourists. Although they are not mandatory like basic services, they must be included in the tourist's travel itinerary.

Heterogeneity of tourism services. It is difficult for tourism service providers to set standards to satisfy all customers in all circumstances because satisfaction depends on the perception and expectation of each customer. Tourism services are not uniform because they depend on the constituent elements.

2.3. Service quality in tourism

2.3.1. Concept

Service quality is a broad concept, relatively subjective, including technical quality which is the inherent value in the service and functional quality formed in the service provision. Service quality depends on customers' expectations and perceptions of the physical environment, service staff and other factors.

Service quality is a measurable variable. Differences in quality reflect differences in the quantity of some components or attributes of the service. However, this perspective is limited in that there are attributes that cannot be quantified, they belong to mental states such as preferences, attitudes, feelings ...

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