Number and Structure of Labor at Do Son Tourism Joint Stock Company

Hotel business activities have a large direct labor force, and the main product of the hotel is services, so a large labor force is required. Moreover, tourism activities are seasonal, so a flexible labor force is also required to meet this seasonality. With the characteristics of Do Son tourist area, tourism and service activities are actually concentrated only in the summer, usually lasting from April to the end of September. Especially during this period, there are times such as the April 30 holiday, the Red Flamboyant Festival, and the National Day on September 2, when the demand for tourists increases dramatically, requiring an increase in the labor force. Meanwhile, in the remaining months of the year, the operations of the Company's hotels and restaurants are only moderate.

Labor in the hotel and tourism service is highly specialized: reflected in the organization into functional departments (reception, housekeeping, kitchen, etc.), within each department it is further specialized. Because labor time depends on the time and consumption characteristics of customers (not limited by time), labor must be divided into many shifts to ensure service quality and health of workers.

Hotels operate 24/7, so for employees working in hotels and villas, the Company divides the working time into 3 shifts per day and applies to most departments that directly contact customers. The working shift is divided into 3 shifts as follows: shift 1 (from 6:30 am to 2:30 pm), shift 2 (from 2:30 pm

– 22:30, shift 3 (from 22:30 – 6:30 the next morning). For the restaurant department, the workforce only serves during the day and is divided into two shifts: shift 1 (from 6:30

– 14:30), shift 2 (from 14:30 – 22:30). Only when the hotel has a big party, the number of workers from both shifts will be combined to work together to meet the work requirements. Not only that, in cases where the hotel has many continuous contracts, workers in other departments of the hotel will be transferred.

The restaurant department supports the restaurant. For indirect labor departments such as general administration, accounting, etc., employees in this department work 5 days a week and work during office hours from 8am to 4pm.

2.2.2. Some regulations of the Company in employee management

Due to the nature of hotel business services, the Company has some specific regulations as follows:

- Regulations on order in the hotel: regulations on entrances for employees, daily timesheets, employee cards, name tags, uniforms, hygiene and safety. These specific regulations will make it impossible for employees to question and must be implemented correctly.

- Regulations on customer feedback and complaints: if a customer has a complaint, feedback or complaint, they must listen carefully to every detail and resolve it appropriately. If the employee cannot resolve it, they must immediately report it to their superiors or department heads, who will handle the problem and try to find a solution.

+Do not argue with customers.

+Show interest.

+ Must be polite.

+Use common sense to solve problems.

- Regulations on protection of property and business secrets. No property may be taken out of the hotel without permission. Any item taken out of the hotel must be accompanied by an exit permit signed by the relevant department head and authorized by the hotel management. Security personnel must check the contents of any package when passing through the gate of any person entering or leaving the hotel. In addition, staff

Employees are not allowed to disclose trade secrets or confidential information or information related to the hotel's business operations to anyone unless authorized by those responsible. All hotel documents are considered confidential. For example: information about guests, revenue, departmental structure, apparatus...

2.2.3. Human resources at the Company

The current number and structure of human resources at the Company are shown in the table.

2.2.

Table 2.2: Number and structure of employees at Do Son Tourism Joint Stock Company

Unit: person

Year

2011		2012		2013		2014		2015
Target	Quantity (People)	Percentage	Quantity (People)	Proportion %	Quantity (People)	Percentage	Quantity (People)	Percentage	Quantity (People)	Proportion %
Total number of employees	141	100.00	162	100.00	178	100.00	185	100.00	175	100.00
1. According to TCCV
Indirect labor	27	19.15	31	19.14	35	19.66	36	19.46	39	22.29
Direct labor	114	80.85	131	80.86	143	80.34	149	80.54	136	77.71
2. By gender
+ Male	42	29.79	46	28.40	53	29.78	57	30.81	62	35.43
+ Female	99	70.21	116	71.60	125	70.22	128	69.19	113	64.57
3. By age.
< 30 years old	56	39.72	71	43.83	77	43.26	80	43.24	75	42.86
30-45 years old	52	36.88	56	34.57	62	34.83	64	34.59	62	35.43
> 45 years old	33	23.40	35	21.60	39	21.91	41	22.16	38	21.71

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(Source: Do Son Tourism Company's human resources report 2011-2015)

The data in Table 2.2 shows that: From 2011 to 2014, the total number of employees of the Company increased, but in 2015, the total number of employees decreased. The increase was mainly in the direct labor force, which is consistent with the increasing trend of revenue and direct labor requirements of the service and hotel business. In terms of proportion, from 2014 onwards, the proportion of the Company's indirect labor force was only around 19%, but by 2015, this proportion increased to over 22%. The reason is that when the total number of employees decreased, the reduction in the direct labor force was greater. This clearly reflects the nature of the labor force in enterprises operating in the hotel and tourism sector, the direct labor force always has more fluctuations.

In terms of gender, the proportion of female employees in the Company has always been overwhelmingly higher than that of male employees, and this proportion is also on the decline. Before 2014, the proportion of female employees in the Company was always at approximately 70%, while male employees only accounted for 30%. By 2015, this proportion had dropped to only 65%. The predominance of female employees is a common feature in tourism and hotel businesses, because they are very suitable for service jobs in departments such as Room, Desk, Bar, Reception, etc., which often account for a large proportion of the workforce. Men are suitable for departments such as management, security, and kitchen, which have a lower labor quota.

Regarding age, the age structure of the Company's workforce is shown in chart 2.1.

Chart 2.1: Age structure of the Company's workforce

Do Son Tourism

Chart 2.1 shows: The Company's workforce is mainly young, with those under 30 years old always accounting for the highest proportion in the Company (ranging from 40-45% over the years), while those over 45 years old only account for less than 25% of the Company's total workforce. In general, the workforce in the hotel and tourism business, especially departments such as the reception department, the table department, and the Bar department, are suitable for young workers. The older workforce is mostly in the indirect labor force as well as mainly in management positions. Thus, it can be said that the age structure of the Company's workforce is consistent with the Company's main business types and services.

*) Labor structure according to the qualifications of the Company's workforce

When analyzing the current state of human resources of a business, the quality of human resources plays an important role in reflecting this resource. The quality of human resources is expressed through many indicators, in which the indicator of professional qualifications and skills is an important indicator.

The qualifications of Do Son Tourism Joint Stock Company's human resources are shown in table 2.3 and chart 2.2.

Table 2.3: Labor structure by professional qualifications and foreign language proficiency of Do Son Tourism Joint Stock Company

Unit: person

Year

2011		2012		2013		2014		2015
Target	Quantity (People)	Percentage	Quantity (People)	Proportion %	Quantity (People)	Percentage	Quantity (People)	Percentage	Quantity (People)	Proportion %
Total number of employees	141	100.00	162	100.00	178	100.00	185	100.00	175	100.00
1. According to professional qualifications
University	31	21.99	35	21.60	40	22.47	43	23.24	42	24.00
College & Secondary School	85	60.28	98	60.49	105	58.99	113	61.08	109	62.29
High School	25	17.73	29	17.90	33	18.54	29	15.68	24	13.71
2. According to foreign language proficiency
Don't know foreign languages	45	31.91	56	34.57	57	32.02	56	30.27	41	23.43
Level A	56	39.72	60	37.04	67	37.64	72	38.92	73	41.71
Level B	25	17.73	27	16.67	29	16.29	29	15.68	30	17.14
Level C	15	10.64	19	11.73	25	14.04	28	15.14	31	17.71

(Source: Do Son Tourism Company's human resources report 2011-2015)

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