Organizational Structure and Labor Management of the Center.

products. Any company that offers a suitable price to the market while still ensuring the quality of the tour program and ensuring profits will win and dominate that market. In addition to competing on price, companies also depend heavily on their reputation and prestige in the market to attract customers. Hanoi-Toserco Tourism Center has all the conditions to compete with companies in Hanoi: The selling price of Hanoi-Toserco Tourism Center is not higher than that of other companies in the area. In addition, the Center also has a very high reputation and prestige in the area of ​​operation as well as nationwide. Therefore, that has created great conditions for Hanoi-Toserco Tourism Center to operate effectively in the Hanoi market.

1.3.3.3. Customer market :

In recent years, Hanoi-Toserco Tourism Center has focused on expanding and developing the domestic tourist market. Because the demand for travel of Vietnamese people has increased compared to the previous period due to higher economic conditions and longer free time. On the Center's side, Hanoi-Toserco Tourism Center has focused much more on domestic tourists, promoting tourism products. Creating unique and attractive programs suitable to the payment ability and interests of customers. Currently, the number of domestic tourists coming to Hanoi-Toserco Tourism Center has increased significantly. According to the Center's statistics, in 2002, the Center welcomed 6,120 domestic tourists. And it is expected that in the coming years, this number will increase even more. To achieve that, tourists coming to the Center always receive a warm welcome from the staff along with new, attractive tourism programs and good service quality.

The tourist market is the most important factor determining the process of building the business strategy of Hanoi-Toserco Tourism Center. Because, the growth rate of the tourist market determines the attractiveness of the market.

market. When the market is attractive, the Center will develop appropriate business strategies to penetrate, develop and expand the market. The Center will use all its resources to achieve the highest profit in that market.

Currently, Hanoi-Toserco Tourism Center has divided customers into two main categories: The market of customers who need to travel with high quality service. And the market of customers who do not pay much attention to service quality but simply want to participate in trips.

For each type of market, the center will offer travel programs with suitable prices so that each customer is satisfied with the quality and form of travel they have chosen, so that next time they will choose Hanoi-Toserco Travel Center to travel instead of choosing another company. Most tourists coming to the Center often have high payment capacity, usually "Western backpackers", office workers, wealthy families in Hanoi and neighboring provinces. For students, the Center often serves at low prices to attract a large number of customers, especially during off-season.

1.3.3.4. Political-legal factors:

Our country's current political regime is considered relatively stable and solid, recognized by the world as a safe and friendly destination. The policies of our Party and State are increasingly open. Consistently demonstrating the viewpoint of expanding cooperation and friendly exchanges with countries around the world in line with the trend of globalization and internationalization of the world economy.

In recent years, Vietnam has participated in building many international relations: Joining ASEAN, participating in the Asia-Pacific Economic Cooperation Forum (APEC), especially Vietnam has normalized relations with the United States. Our country's legal system is increasingly complete and synchronous with many specific laws, ordinances, regulations... to strengthen the State's management, creating a solid legal framework to ensure

Businesses have more autonomy in their business operations.

In the tourism sector, there are currently many legal documents issued to serve the activities of the sector such as: Tourism Ordinance, Decree 27-2000/ND/CP on tourism business and tourism guidance, Decree 47/2001/ND/CP on functions, tasks and powers, tourism inspection organization and legal documents related to tourism activities and tourism inspection. The project to develop a tourism law has been accepted by the National Assembly and included in the National Assembly's law and ordinance development program in the period 2002-2007.

Vietnam has also participated in many regional and international tourism organizations such as the World Tourism Organization WTO, the Pacific Asia Tourism Association PATA, the Southeast Asian Tourism Organization ASEANTA...

The political and legal factors of our country have created extremely favorable conditions for the development of the tourism industry in general and the development of Hanoi Toserco in particular.

1.4. Some features of Hanoi tourist center - Toserco.

Hanoi Tourism Center - Toserco was established under Decision 637/QD - UB issued on February 10, 1993, international business license No. 57/GPDL issued on June 19, 1993, business registration license No. 105719 issued on March 20, 1993.

The tourism center is an independent business unit under the management of the Company Director. The Company's activities are mainly domestic and international business. The tourism center actually operated in 1995 with Mr. Le Dai Tam as the director. Currently, the center has the following functions and tasks:

- Sign contracts with foreign individuals and organizations that need to rent houses for residence or office.

+ Effectively organize, manage and operate the fleet of vehicles assigned to the center by the Company.

+ Directly sign contracts with foreign tourism businesses to attract tourists to Vietnam and take Vietnamese people and foreigners residing in Vietnam on overseas tours (Outbound).

+ Organize programs to attract domestic visitors.

+ Fulfill tax obligations and other related obligations.

+ The center is allowed to sign contracts with suppliers such as: Hotels, restaurants, transportation, domestic travel companies... to implement tourism programs.

1.4.1. Organizational structure and labor management of the center.

The tourism operation center is directed by Mr. Mai Tien Dung. Currently, the center has over 30 staff members out of a total of 300 employees in the company. The center does not have an operation, marketing and guidance department. These functions are assigned to employees of each department.

Diagram 03: Organizational structure of Hanoi tourist center.

General Director

General Administration

Open Tour

City Tour

In bound Out bound

Home services

Visa and

other services

Center Director

Head of Tourism 1

Head of Tourism 2

Fleet

Accounting Department

Branch in Ho Chi Minh City

1.4.2. Facilities and techniques of the center.

Nowadays, to develop tourism business, tourism companies have paid much attention to facilities. The tourism center of Hanoi Tourism Company is the same. The center has used its own capital and the company's support capital to invest and upgrade office equipment such as: telephones, fax machines, computers, photocopiers... The use of these means creates extremely favorable conditions for tourism business. It helps communication between the center and customers to be quick, accurate and timely... In addition, the signing of contracts between the center and service providers will take place faster, limiting travel time, because the distance between the center and the supplier is often far.

Besides the fixed capital in the bank, the center's working capital is also used very flexibly and effectively. This capital is used to pay for advertising and marketing activities... Moreover, it

used to make advance payments to partners providing tourism services to the center according to tours.

1.5. Domestic tourism department:

Realizing the importance of domestic travel business in the new era, on June 1997, Hanoi Toserco tourism center decided to establish tourism department 1, which is the department in charge of domestic travel business.

Tourist room 1 has the following functions:

Market research, design and sell domestic travel programs to domestic customers.

1.5.1. Human resources of domestic tourism department:

To compete and develop domestic travel business today requires domestic tourism department to have a team of qualified staff with passion for work.

Table: 03 Staff structure of domestic tourism department

Position

Level	Experience in tourism
Head of Department	University	12 years
Deputy Head of Department	University	7 years
Accountant	University	8 years
Marketing staff	University	7 years
Tour builder	University	5 years

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• Organizational Structure and Management of Agribank Ha Nam Province Branch

Tour guide team of the tourist center:

The tour guide team of the tourist center consists of 31 people, of which 9 people have long-term contracts with the company, the remaining 22 people are collaborators. All have university degrees. Most of the tour guide team of the tourist center graduated from the Faculty of Tourism, Hanoi Open University. . The tour guides here are both domestic and international.

1.5.2 Technical facilities of domestic tourism department:

The facilities of the domestic tourism department are increasingly improved to best serve the customer service capacity of the entire domestic tourism department. We can see the facilities of the domestic tourism department through the following statistical table :

Table 04: Equipment of domestic tourism department.

Device Name

Quantity	Manufacturer
Phone	3 pcs	Japan
Fax machine	2 pcs	Japan
Computer	4 pcs	America and Taiwan

In addition to the necessary equipment, the tourism center has tried to equip the domestic tourism department with the best facilities to work. The domestic tourism department is located on the 3rd floor of the tourism center at 157 Hue Street. In addition to the main staff of the domestic department, when calling any office of the center, visitors will also receive useful domestic tourism information from the collaborators that the tourism center is cooperating with. It can be said that, with a team of capable staff and good facilities, the domestic tourism department of the tourism center has tried very hard in its business activities.

2. Current status of attracting domestic tourists in Hanoi Toserco .

2.1. Market classification - Target market of Hanoi Torserco.

To achieve positive results in business activities, Hanoi Toserco tourist center has used many different measures to attract customers . Choosing appropriate customer attraction measures is one of the important factors leading to the success of business activities. The center has used the following forms:

a) Market classification:

Hanoi Toserco has classified customers based on many different criteria: a.1) Classification based on nationality:

+) Foreign tourists:

Foreign tourists are classified based on their nationality. For example, American tourists, Japanese tourists, Chinese tourists, French tourists... Because the consumption characteristics, habits and preferences... of tourists in the same country are relatively similar, classifying tourists based on nationality creates great convenience in the process of serving them.

+) Domestic tourists:

Due to the characteristics of our country during the French colonial period, it was divided into 3 regions (North, Central, South) with different colonial policies along with the development process of the nation, so the characteristics of the residents of each region are relatively similar and have relative differences compared to other regions. On that basis, Hanoi Toserco has classified domestic tourists into 3 types based on the region.

a.2) Classification based on ability to pay:

+) The market of customers who want to travel with high quality service.

Customers in this market are mainly "backpackers" and employees of joint venture companies who come to the company themselves, without going through intermediary organizations.

+) The customer market does not pay much attention to service quality but simply wants to participate in trips.