Human Resource Management and Training Policy

Tourism resources and tourism have a close relationship with each other. Tourism resources affect the capacity, type and ranking of most components of tourism technical facilities. The reception capacity of tourism resources is the basis for building the capacity of tourism facilities. Their attractiveness affects the ranking and quality of these facilities. The harmonious combination of tourism resources and tourism technical facilities helps tourism facilities operate effectively, prolonging their use for many years. The location of tourism resources is the basis for the reasonable arrangement of technical facilities in the country's territories as well as within a locality or within a tourism enterprise and is the basic premise for forming tourism centers. The dependence of technical facilities on tourism resources does not only occur in one direction, but on the other hand, tourism facilities and constructions also have a certain impact on the level of use of tourism resources and their preservation and protection.

Tourism technical facilities include many components, they have certain functions and meanings for creating and implementing tourism products. To ensure large-scale tourism, it is necessary to build corresponding technical facilities such as hotels, restaurants, camping sites, shops, gas stations, medical stations, sports venues, etc.

The focus of technical facilities is the means of serving the eating, sleeping and entertainment of tourists, which is the fixed capital of tourism. The assessment of technical facilities of tourism is based on 3 criteria:

- Ensure good conditions for visitors' rest, dining and entertainment.

- Achieve optimal economic efficiency in the process of constructing and exploiting technical facilities.

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- Convenient for visitors to travel from different places. Tourist facilities include:

- Accommodation facilities.

- Technical facilities for food and beverage.

- Technical facilities of commercial area.

- Sports facilities.

- Medical service facilities.

- Works serving cultural information activities for tourism.

- Facilities providing other additional services: gas station, emergency equipment, repair shop, film developing room, post office...

Tourism infrastructure and technical facilities are very important, directly affecting the exploitation of resources and serving tourists. Tourism infrastructure and technical facilities are evaluated by quantity, quality, uniformity, and facilities with national standards as follows:

- Very good: Infrastructure and technology are synchronous, fully equipped with international standards > 3 stars.

- Good: Synchronous, fully equipped with 1-2 star international standards.

- Average: Has some infrastructure and technical facilities but not yet synchronized and not yet convenient enough.

- Poor: There is a lack of infrastructure and technical facilities, if any, they are of low quality or there is a temporary lack of communication.

5.2. Application of science and technology in tourism

Lowest cost, highest revenue and profit, always have a competitive advantage in the market, which is one of the goals that businesses in general, including tourism businesses, strive to achieve. To achieve the above goal, tourism businesses, in addition to researching and applying appropriate business strategies; using measures such as human resources, management organization, operation... need to pay special attention to exploiting and effectively using technology. This is considered the key to success and one of the leading measures for tourism product and service business in today's integration and globalization trend.

Tourism is a service industry, so its technology also has its own characteristics. The application of technology in tourism must follow a certain process.

process, apply and acquire “knowledge, skills, equipment and methods” in “production”, promotion and business of tourism products and services (hotels, restaurants, transportation, entertainment...). For a long time, many people have had misconceptions about tourism technology, sometimes even identifying equipment in the business of serving tourists with technology. Tourism technology includes equipment, information, people, management and operation organization.

Promoting and enhancing the role of exploiting and using tourism technology not only helps the tourism industry itself improve the quality of services but also makes the socio-economic changes profound. Applying advanced tourism technology to find solutions, implementing development strategies to exploit and use it in accordance with the socio-economic development situation of the tourism industry.

Some necessary solutions to improve the efficiency of exploiting and using tourism technology are:

- National tourism managers and tourism business managers must identify innovation and improving the efficiency of technology use as a strategic goal. Strategic solutions for investing in tourism technology are only truly reasonable and effective when investing in the right focus, right target and right target. It is necessary to regularly check the elements of technology to have timely adjustment solutions.

- Learn about customers and suppliers, avoid buying and transferring technology in the style of "old for them, new for us".

- The team of managers and tourism staff must be trained in knowledge and skills in applying tourism technology, including the use of modern equipment in the production of services, products and in the service process.

5.3. Human resource management and training policy

Human resources, including managers and employees, play an important role in determining the quality of services. Tourism products and services include both material and non-material elements. The quality of services is assessed by

price through customer perception. In which the intangible factor mainly belongs to the service skills and communication skills of the staff. To improve the quality of human resources, businesses need to have strategies and policies suitable to the scale, culture and conditions of the tourism business. Businesses need to create "position" and "force" to develop in accordance with the general trend of the economy.

Regarding the creation of “force”, one of the problems facing tourism businesses is human resources. It can be said that without human resources, without people, without a workforce with the necessary skills and qualities, it is impossible to operate a business. 4-5 star hotels are increasingly numerous, the production and service market increasingly requires workers to have professional qualities, professional qualities for a modern and international tourism industry.

Human resources are a very important issue and one of the key points of the productive forces. Human resources are a fundamental decision because it answers the question: Who creates products and services? Who serves and provides services to customers? How do the values of products and services depend on human resources? The more the economy develops, the faster the investment and business speed, the more modern the technology, the more innovative the production and service methods, the faster the production level of society advances from an automated economy to a knowledge economy, the higher the demand for the labor force. Human resources not only meet the quantity problem but also ensure the quality problem of the productive forces. And human resources themselves can also move and develop themselves in addition to developing production.

Human resource management and training policies include recruitment policies, employment policies, training and human resource development policies.

Recruitment policy must ensure that the right people with the right skills and qualifications are recruited, placed in the right job at the right time to achieve the business's goals. To achieve that, tourism businesses need to outline recruitment policies that are appropriate to the business's requirements.

Recruiting the right people and assigning them to the right jobs that match their abilities and qualities is what improves service quality.

Human resource management and training organization is understood as a comprehensive motto and measure for training the workforce including workers with certain skills, techniques and qualifications so that they can access work in the service business system of the tourism enterprise. The more the business efficiency of the enterprise develops, the more they need to have a human resource training strategy suitable to the requirements of that development. Human resource training strategy is an orientation issue. The orientation focuses not only on determining the quantity but also on the type and quality of labor.

It can be said that the vocational skills and working skills of workers are always considered the most important issue. It is the vocational skills and working skills of workers that will increase the quality of service. The practical skills of workers in the service process are often considered a decisive measure of human resources. With a large workforce, which is regularly supplemented every year, the Vietnamese tourism market has an abundant human resource, among the top in the region. However, due to the imbalance in training, the proportion of technical workers serving business needs is not proportional. The number of unskilled workers accounts for a fairly high proportion in some tourism businesses. It is the vocational skills and working skills of workers that will increase the quality of service.

Employees are adequately invested in developing their own capabilities to satisfy their personal needs, while increasing productivity and quality of work, contributing to higher business performance of the enterprise. Management policies, programs and practices need to be established and implemented to satisfy both material and spiritual needs of employees. The working environment needs to be established so that employees develop and make the most of their skills, thereby making them love their jobs, stay with the enterprise for a long time and pay attention to

Focus on improving service quality to ensure customer sources, jobs and income for individual workers.

In order to improve the quality of tourism services, human resource management and training policies must aim at the following goals:

5.3.1. Improve professional expertise

Professional expertise is one of the components of intelligence. It includes intellectual capacity, professional knowledge, skills to perform work according to professional standards, cognitive ability and creative thinking to adapt to the work of the worker. Talking about professional factors means talking about the spiritual factors, cultural and educational level, knowledge and skills of the worker, expressed in the ability to apply material and spiritual conditions into practical activities to achieve high efficiency, at the same time the ability to orient the value of one's own activities to achieve the goals of the individual worker and the business goals of the enterprise. Intelligence, including expertise, is the factor that occupies a central position in directing the behavior of the worker in all activities, including in choosing appropriate solutions to promote the effectiveness of other factors in the structure of human resource quality. Intelligence is the factor that largely determines human creativity, and is an increasingly important and decisive factor in the quality of human resources in particular and the development of human resources in general.

To improve the intelligence and professional expertise of employees to improve service quality, businesses need to focus on the following activities:

- Select and recruit employees capable of meeting the professional requirements of each type of job.

- Training, fostering, and coaching employees to improve their professional skills to improve service quality and business efficiency.

- Arrange and use employees in the most effective way. Arrange, adjust and create integration of each employee into the general operating machine of the enterprise to improve the efficiency of the staff.

- Improve employee working processes to create high labor productivity and work efficiency according to requirements.

- Set up standard procedures so that employees perform their work consistently.

- Establish work quality standards for employees to ensure that work is performed consistently.

- Periodically check the professional qualifications and skills of the workforce to detect deficiencies as a basis for training and coaching.

A team of professionally qualified staff will increase the quality of service through understanding of products, serving according to correct procedures, standards, standard operations, proficiency, and attractiveness. Professional staff will know how to perform the necessary tasks to increase customer satisfaction.

5.3.2. Professional ethics education

Professional ethics are understood as standards of business ethics and behavior such as honesty, caution, professionalism, compliance with laws and regulations... maintained and promoted for all employees of the enterprise.

All officers and employees work and serve customers with full capacity, dedication, fairness and transparency. Do not take advantage of positions, powers and other advantages obtained from the work position to seek personal benefits and those related to them. Absolutely keep confidential all information of customers, businesses and even partners. Do not directly or indirectly spread false information, rumors that affect customers, partners or other members in the tourism market. Do not perform operations that the business does not have regulations or does not allow.

In addition, specific requirements on professional ethics of employees in the process of serving customers are also shown in:

- Professional appearance and style.

- Dress code according to hotel regulations.

- Voice and words used are polite and attractive.

- Personal hygiene clean and tidy.

- Have good memory.

- Strong nerves, self-control.

- Have confidence.

- Enthusiasm at work.

- Have perseverance.

- Solidarity and mutual support.

- Ability to listen, not argue or interrupt customers.

- Honest and keep your promises.

- Observation ability, sensitivity.

- Ability to present, plot, and persuade customers.

- Sense of humor.

Nowadays, the labor and production process requires workers not only to have high skills, techniques, and practical skills, but also to have awareness, style, and culture when participating in the production and business process. That comes from the requirements of the process of cooperation, internal competition, and moreover, of maintaining and developing relationships with the public. If the labor force has awareness and style, it will certainly create a cultured and disciplined working environment, and of course, create conditions to create and achieve productivity, quality, and efficiency goals.

5.3.3. Improving life skills - Communication psychology

Life skills and communication psychology of workers are essentially Mental Power. It is the standard ethical values, good qualities and perfection of human personality, expressed in the practice of production labor.

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