Key Solutions for Developing Tourism Human Resources in Da Nang City

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for workers and employers. However, to improve human resources, developing a system of specialized training institutions for human resources is still important and plays a leading role. In fact, those training institutions for human resources are the direct source of supply, determining the demand for improving the educational level and professional qualifications of human resources, so it is necessary to diversify training forms, expand the scale, link between schools (public, private) and businesses, attract large corporations to participate in contributing capital to this field, ensuring that every citizen of the city has knowledge of tourism and community tourism.

4.2. MAIN SOLUTIONS TO DEVELOP TOURISM HUMAN RESOURCES IN DA NANG CITY

4.2.1. Raising awareness of the role and position of tourism human resources in the sustainable development of tourism human resources in Da Nang city

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In order to achieve the goal of “Developing tourism into a spearhead economic sector” in the city’s socio-economic structure, ensuring sustainable tourism development, raising awareness and skills for tourism workers is extremely important. Therefore, there needs to be synchronous coordination between the subjects in the tourism development process in Da Nang city such as state agencies, tourism enterprises, and direct workers in the tourism industry, specifically:

For state agencies, it is necessary to promote propaganda activities to raise awareness of the responsibilities of tourism enterprises, training institutions and workers in supporting and participating in job transaction activities.

- Increase the provision of information and consultation on mass media on labor laws and policies related to the rights and obligations of the parties, including human resources and tourism business owners. At the same time, raise awareness and promote the role, professional ethics, industrial labor discipline and tourism business from investors, tourism businesses, to employees in improving the quality, expanding the scale, and rationalizing the structure of tourism resources of Da Nang city. Every year, the Department of Tourism coordinates with tourism businesses to regularly organize training courses to raise awareness of tourism (overview of tourism, the role of tourism contracts in socio-economic development, cultural behavior in tourism...) to not only leaders and employees in tourism businesses but also leaders of sectors and localities to create consensus in awareness and action, coordination, and support.

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to create favorable conditions for authorities at all levels, for sectors in PTDL in general and NLDL in particular.

- Raise community awareness of tourism development through opening training courses on cultural knowledge in tourism, cultural communication and behavior of the community with tourist areas, environmental protection, tourism resources... thereby making positive changes to the skills, knowledge, attitude (style and awareness) of serving tourists of the people in general and tourism resources in particular to ensure the quality is increasingly improved and create the tourism brand of the city domestically and internationally.

- In addition, management agencies (Department of Tourism, Department of Education and Training...) should organize career guidance sessions for parents and high school students to fully understand the characteristics, benefits, and social needs of the tourism profession. If this is done well, it will gradually change the mentality and perception of parents and students about the tourism profession, and it is also the responsibility of citizens towards the national image and national pride in the eyes of friends at home and abroad.

- Along with that, state management agencies on tourism need to proactively develop communication programs and promote propaganda to raise awareness for generations in families of residential communities and tourism enterprises about preserving national cultural identity, behavioral culture in tourism, in commercial business activities and in communication between people and tourist areas to contribute to creating a good effect in the community.

For tourism businesses, it is necessary to consider the human factor - the staff of the business in the central position in the interaction with customers, managers, competitors, as well as with business environment factors. In the current trend of integration and competition, human resources in tourism businesses need to be created the best conditions to complete their work towards the goal of satisfying the payment needs of the tourist area.

- Business leaders (directors or board of directors) need to provide information, documents and create opportunities for employees to fully and comprehensively understand the business process and operations of the enterprise, while helping them to be aware of their current role and position and develop their personal capacity, and to be able to contribute to their work according to their passion and enthusiasm in the enterprise (each employee is the owner of the enterprise).

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- On the other hand, to create business success for tourism enterprises, not only the director leads the enterprise, but also depends on the human resources in the enterprise having enough qualifications to meet the work requirements of the enterprise and the market. Therefore, after recruiting human resources, they pay more attention to the use of human resources without paying attention to the training needs to develop human resources for their enterprise, which will be limitations that should be avoided. Because, in fact, training and development activities can help the human resources understand more deeply about the goals and business culture of the enterprise, better understand the requirements of the job and at the same time educate the human resources to have consensus, join hands to build and attach to the enterprise. In particular, through training, the enterprise's human resources development makes workers' skills improved, change their concepts and attitudes and will contribute their labor force to improve the business efficiency of the enterprise. Training and human resource development not only help to compensate for the shortage of labor quality and improve the existing human resources but also help to attract potential human resources, find people with great potential to train, develop and arrange them to higher positions. This is a spiritual encouragement but also a factor that encourages employees to be more dedicated to their work and devote themselves to the business.

- Tourism enterprises must regularly organize education, propaganda, motivation, and encouragement for workers to always be conscious of learning, constantly improve their knowledge, and strictly comply with the policies, laws, and policies of the State, especially the Labor Law, Vocational Training Law, and Tourism Law, which are especially important for tour guides (international tour guides) and regulations at the workplace, hygiene, and labor safety. Enterprises need to have measures to coordinate and maintain the widespread implementation of emulation movements in each department to encourage and raise awareness for workers to practice industrial discipline.

- Enterprises need to organize a "career orientation" day for all employees to raise awareness of PTNLD for employees. The content that DNDL will disseminate is the policies on salary and bonus; incentive policies, development opportunities for employees; the scale and future of the enterprise so that employees understand, trust and stick with the enterprise for a long time; create stability in the workforce directly serving the enterprise, limit the situation of employees moving from one DNDL to another or leaving the industry.

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For the employees themselves , based on the goals, information, working conditions and preferential policies of the tourism enterprises for employees, these are factors that help employees increase their income, have the opportunity to demonstrate their abilities and advance in their work. Therefore, it is thought that employees in tourism enterprises today need to always be aware of self-training, have a positive attitude towards their profession, especially improving their professional qualifications, knowledge and skills (foreign language skills, computer skills, or handling situations...). Specifically

- Human resources in tourism enterprises need to regularly update general knowledge about the country's socio-economics, culture, history, geography, and weather, and the routes included in the tourism program to serve the needs and tastes of customers in a dynamic state. Because, the staff directly serving the travel process of customers must always practice reading and analyzing situations to seize opportunities, not only for tour guides but also for the entire tourism workforce in general. This is an extremely important and necessary skill for tourism workers because it will help tourism workers recognize the needs of customers in order to have an appropriate approach to each tourist destination. In particular, through this knowledge, tourism workers can express their feelings, spirit, and pride in the fine traditions of our nation, while preserving cultural values, national identity, affirming sovereignty, and opposing ideologies that distort the path to socialism in our country.

- NLDL themselves must constantly improve soft skills, communication skills with KDL, networking skills, teamwork; event and tour organization skills; skills to handle situations at work; customer care skills; skills to observe and recognize customer needs and attitudes; skills to control emotions. In the current context, the demand for travel is very high, travel costs are increasing, but tourism enterprises are also under competitive pressure from products to prices. It can be said that this is both a challenge and an opportunity for employees who directly serve each job position in the current tourism enterprises. If they do well, they will increase revenue for the enterprise, increase income for themselves and create an image and brand value for the enterprise in particular and tourism of Da Nang city in general.

- The labor force in tourism enterprises must constantly improve their awareness, working style and discipline, because it not only brings benefits to the enterprise itself but also to the

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is extremely important for the workers themselves in the current context of Vietnam's industrialization and modernization associated with the development of a knowledge-based economy. This is a necessary condition for checking the input from the recruitment stage to the labor process of the tourism enterprise. In particular, enterprises recruiting tourism employees need to provide employees with necessary information such as: job requirements, salary levels, internal rules, regulations, forms of rewards, and clear and public sanctions when employees violate discipline or do not properly perform the labor contract. Therefore, if the employees themselves prepare well for these requirements, it will not only create good opportunities when recruiting, but also be the basis for tourism enterprises to promptly reward and have the opportunity to advance in the enterprise.

- In the context of industrialization, modernization and integration, the labor force itself must raise awareness of its level of dedication to work, adaptability and flexibility in its work in tourism enterprises in the city. Diligence, hard work; enthusiasm, trying to overcome difficulties to do well the assigned work, having a sense of responsibility for the work; passion for the profession, and interest in the work are outstanding characteristics of labor force and have an impact on the business efficiency of tourism enterprises. Therefore, for direct laborers in the tourism sector, it is necessary to practice being careful, meticulous, persistent, knowing how to control emotions and knowing how to arrange work scientifically, these are extremely necessary factors of human resources in tourism. Grasping the psychology of customers to take care of them attentively because each group of customers has different characteristics, different service needs of each tourist destination and the domestic and international situation, to build appropriate products to serve customers. It is necessary to practice being quick in handling situations, responding appropriately to customer requests, and properly handling situations that arise during the tour: sick customers, arranging vehicles, booking hotels, restaurants, faulty services...

For tourism associations, strengthen the role of tourism associations and professional associations in participating in self-training, coaching, sharing knowledge and professional experience, especially organizing propaganda and raising awareness for workers in tourism enterprises in the city such as:

- Establish an Association of Restaurants and shopping establishments that meet standards for serving tourist areas under the Da Nang City Tourism Association. Mobilize service establishments to meet standards.

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Serving KDL, participating in the establishment of the Association of restaurants and tourist shopping establishments, aiming to create a common forum, ensure rights, improve service quality, contribute to creating a business environment, healthy competition, in accordance with the law, creating a brand for tourist establishments in the city.

- Through the activities of the Travel Association, organize tourism training courses for members of the Travel Association on tour operation skills for travel agencies, and online sales & marketing skills for travel companies. For the Da Nang City Hotel Association, implement a number of training and coaching contents for tourism personnel such as: Organizing annual room service competitions; Organizing joint programs, signing cooperation agreements between state management agencies on tourism and occupations (Department of Tourism - Department of Labor, War Invalids and Social Affairs) - Hotel Association - Tourism - Vocational training institutions on tourism; Organizing hotel management training courses under the Project "Training and fostering executive directors for 1 - 3 star hotels and equivalent"; Organizing financial management skills training courses for managers of 1 - 3 star hotels and equivalent; Organizing online sales-marketing classes for 1 - 3 star hotels and equivalent. Proactively propose and implement practical solutions to connect training institutions specializing in human resources with tourism enterprises and between tourism enterprises in recruitment, training, and human resource development to retain qualified workers. In short, through the activities of the Association, there will be a strategy to improve service quality, contributing to promoting the process of human resource development.

4.2.2. Building and perfecting socio-economic policies on tourism human resource development in Da Nang city

Based on the content and objectives of the "Project on tourism development in Da Nang city to 2025 and vision to 2030" and overcoming the limitations of state management of tourism development in Da Nang city, it is necessary to continue to develop and improve the following issues in the coming time:

First, build strategies and planning for tourism human resource development in Da Nang city.

- Da Nang City needs to build a data system on human resources, reflecting the current human resource situation and forecasting the demand for human resources development until 2030. Especially, it is necessary to innovate and improve the work of forecasting the supply and demand of human resources in the area.

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city (in which it is necessary to specifically determine the number, title, standards, and expected recruitment time). On the other hand, building a tourism development strategy is to build content that is consistent with the orientations, goals, roadmaps, and practical and feasible tourism development solutions. Therefore, the tourism industry coordinates with relevant agencies and departments to build a tourism development strategy associated with the socio-economic development strategy and the tourism development strategy of the entire city. Doing this well will help state management agencies, training institutions, tourism enterprises, and organizations and individuals in need to update information, thereby having plans for tourism development (quantity, structure, training level, structure of training types) of the whole country in general and of Da Nang city in particular to meet the development requirements in the coming time.

In addition, good forecasting and planning for human resource development will help tourism enterprises in Da Nang city clearly identify their human resource needs in the short and long term. Therefore, it is necessary to study the city's tourism development plans; research the tourist market and business strategies in the following years; forecast the scale of human resources as a basis for tourism enterprises' human resource development planning. In addition, the tourism development plan needs to have clear content, carefully analyze and evaluate the quantity, qualifications, and recruitment positions to ensure the common goals of the enterprise. In the process of implementing the tourism development plan after a period of 1-2 years, it is necessary to summarize and evaluate the plan and promptly adjust the plan according to the actual requirements of the enterprise.

Second, develop and promulgate standards on labor recruitment.

The state management agency for tourism in the city should soon promulgate a list of professional titles and professional standards for workers in tourism as a basis for the recruitment, assignment and arrangement of labor by tourism enterprises in a systematic and serious manner; at the same time, it should help workers have an orientation to strive to improve their professional capacity in accordance with the goals and aspirations of each person as well as to protect their legitimate rights when being illegally transferred or fired. At the same time, the announcement of the list of professional titles and professional title standards should specify the criteria on professional qualifications, knowledge, skills, health, appearance, psychological characteristics and political and ethical qualities.

In addition, regularly inspect and promptly guide the application of labor standards in all types of tourism enterprises based on the principle of ensuring

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ensure the harmony of interests of three parties: the state, enterprises and workers. Thereby, helping enterprises to promptly detect and take appropriate measures to handle violations to ensure that policies are effectively implemented in the city. It can be seen that this is one of the extremely important activities for state management of human resources, contributing to improving tourism business and ensuring sustainable tourism development.

Tourism enterprises must base on the regulations and policies on labor recruitment, regulations on standards according to the job position of the enterprise but must ensure the regulations of the state. To implement these criteria, each tourism enterprise needs to establish for itself a suitable human resource development strategy for each position, at the same time must ensure the conditions of facilities and working conditions to help employees complete their work according to the applicable standards. All recruitment information, preferential regimes, etc. must be announced publicly on mass media and for a long enough time (usually 15 - 20 days before recruitment). Recruitment results must ensure compliance with the provisions of the Labor Code of the Socialist Republic of Vietnam (from benefits, social insurance regimes and other insurances...)

Third, continue to improve the incentive policy for tourism human resource development.

- Building a reasonable salary policy to ensure benefits for tourism human resources in Da Nang city: In Vietnam today, to promote the positivity and creativity of workers in general, it is necessary to build a reasonable salary policy based on the principle of social justice, avoiding the situation of solving problems based on average and group interests. Salary is a key tool that tourism business managers can use to encourage workers to work effectively and increase labor productivity. Therefore, the issue of perfecting salary work in tourism businesses will have a direct impact on the motivation and attitude of workers in the process of serving customers in order to achieve increasingly high service quality. Therefore, the business leader (management board) must know the value of labor in each type of job, grasp information about salary framework, income level for each type of labor, that job in the labor market to decide on salary level, pay reasonable labor, depending on the nature of the job, labor supply - demand relationship in the market and labor usage strategy to improve service quality of the company.

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