Tiêu chuẩn nghề du lịch Việt Nam - On-Site tour guiding (Phần 1)

Nội dung text: Tiêu chuẩn nghề du lịch Việt Nam - On-Site tour guiding (Phần 1)

1. MINISTRY OF CULTURE, SPORTS AND TOURISM VIETNAM NATIONAL ADMINISTRATION OF TOURISM VIETNAM TOURISM OCCUPATIONAL STANDARDS ON-SITE TOUR GUIDING Hanoi, 2015
2. VIETNAM TOURISM OCCUPATIONAL STANDARDS: ON-SITE TOUR GUIDING ACKNOWLEDGEMENTS The Vietnam Tourism Occupational Standards for On-site Tour Guiding were developed by the EU-funded “Environmentally & Socially Responsible Tourism Capacity Development Programme” (ESRT Programme) on behalf of Ministry of Culture, Sports and Tourism/Vietnam National Administration of Tourism. The content was developed by a team of international and local experts with support from technical working groups, government departments, the tourism industry and local colleges. ESRT would sincerely like to thank all individuals and groups for their valued contributions to the development of these materials with special mention to the • Ministry of Culture, Sports and Tourism (MCST) • Ministry of Labour, Invalids and Social Affairs (MOLISA) • Ministry of Education and Training (MOET) • Vietnam National Administration of Tourism (VNAT) • Vietnam Tourism Certification Board (VTCB) • Hotel and Travel Associations and members • Delegation of the European Union to Vietnam © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 5
3. VIETNAM TOURISM OCCUPATIONAL STANDARDS: ON-SITE TOUR GUIDING GLOSSARY ITEM DEFINITION Assessment The process of making judgements about the extent to which a candidate’s work meets the assessment criteria for a qualification or unit, or part of a unit Assessment criteria Assessment criteria list the performance/skills and knowledge and understanding that need to be assessed Assessment methods VTOS allows a variety of assessment methods that are appropriate for different types of performance or knowledge Assessor An experienced person who is qualified to assess the performance of the candidate and usually from the same area of work, e.g. Front Office Supervisor Assessor guide A guide for assessors on how to assess the candidate and how to record and document the candidate performance and knowledge Attitudes/behaviours Attitudes and behaviours impact on the quality of work performance and so these are important aspects of ‘being competent.’ Attitudes and behaviours describe the general ways in which individuals go about achieving the outcomes Certification The award of a certificate or diploma to a candidate based on assessment of performance Competency Competency is the ability to apply specific skills, knowledge and behaviours/attitudes necessary to fulfil the job requirements satisfactorily Core units Core units include basic competencies that all employees must possess (e.g. communication skills) Functional units Functional (technical/professional) units relate to the hospitality or tourism job itself Generic units Generic competencies are those competencies that are common to a group of jobs such as cookery or travel Management units These are the generic competencies for roles in an organization that involve managing, supervising or influencing the work of others in some way Standards Occupational standards define the knowledge, skills and attitudes/behaviours (competence) required for effective workplace performance Unit of competence A unit is the smallest part of a qualification can be certified individually VTOS Vietnam Tourism Occupational Standards © Environmentally & Socially Responsible Tourism Capacity Development Programme 6 funded by the EU
4. VIETNAM TOURISM OCCUPATIONAL STANDARDS: ON-SITE TOUR GUIDING CONTENTSI. DETAILED STANDARDS 21 ACKNOWLEDGEMENTS 5 GLOSSARY 6 CONTENTS 7 I. INTRODUCTION 9 VTOS DEVELOPMENT METHODOLOGY 9 VTOS LEVELS AND QUALIFICATIONS 10 VTOS COMPETENCY UNITS 11 UNIT STRUCTURE 12 II. ON-SITE TOUR GUIDING OCCUPATIONS 14 LIST OF UNITS OF COMPETENCE 15 ON-SITE TOUR GUIDING QUALIFICATIONS 16 III. DETAILED STANDARDS 19 TGS1.2. UNIT TITLE: PREPARE SELF FOR TOUR GUIDING 19 TGS2.1. UNIT TITLE: CONDUCT ORIENTATION ABOUT TOUR PROGRAMMES 21 TGS2.2. UNIT TITLE: APPLY KNOWLEDGE OF VIETNAM TO TOUR GUIDE PREPARATION 23 TGS2.3. UNIT TITLE: ACCOMPANY AND GUIDE VISITORS IN ACCORDANCE WITH THE TOUR ITINERARY 25 TGS2.4. UNIT TITLE: PREPARE RESPONSIBLE AND SUSTAINABLE TOURISM ACTIVITIES 27 TGS2.5. UNIT TITLE: PRESENT SPECIALIZED TOUR COMMENTARY TO CUSTOMERS 29 TGS2.6. UNIT TITLE: PLAN AND DELIVER ON-SITE ENTERTAINMENT AND GUIDANCE 31 TGS2.7. UNIT TITLE: PROVIDE PRACTICAL ASSISTANCE TO CUSTOMERS 33 TGS2.8. UNIT TITLE: PRESENT CULTURAL AND HERITAGE ENVIRONMENT EXPERIENCE 35 TGS3.3. UNIT TITLE: PREPARE AND ORGANISE RESPONSIBLE AND SUSTAINABLE TOURISM ACTIVITIES 37 TGS3.7. UNIT TITLE: PLAN AND IMPROVE SPECIALIZED TOUR COMMENTARY TO CUSTOMERS 39 TGS3.8. UNIT TITLE: PLAN AND EVALUATE ON-SITE ENTERTAINMENT AND GUIDANCE 41 TGS3.11. UNIT TITLE: BUILD, MAINTAIN AND DEVELOP RELATIONSHIPS WITH TOUR PROGRAMME STAKEHOLDERS 43 TGS3.15. UNIT TITLE: PREPARE CULTURAL AND HERITAGE ENVIRONMENT EXPERIENCE 45 TGS4.2. UNIT TITLE: ASSESS AND IMPROVE RESPONSIBLE AND SUSTAINABLE TOURISM ACTIVITIES 48 COS4. UNIT TITLE: USE ENGLISH AT A BASIC OPERATIONAL LEVEL 50 COS5. UNIT TITLE: MAINTAIN INDUSTRY KNOWLEDGE 52 COS6. UNIT TITLE: PROVIDE BASIC FIRST AID 54 COS7. UNIT TITLE: PROVIDE SAFETY AND SECURITY 57 COS8. UNIT TITLE: RESPOND TO EMERGENCIES 60 GES2. UNIT TITLE: RECEIVE AND RESOLVE COMPLAINTS 63 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 7
5. VIETNAM TOURISM OCCUPATIONAL STANDARDS: ON-SITE TOUR GUIDING GES9. UNIT TITLE: DEVELOP GUEST RELATIONSHIPS 65 GES10. UNIT TITLE: PREPARE AND PRESENT REPORTS 67 GES12. UNIT TITLE: APPLY RESPONSIBLE TOURISM PRINCIPLES 70 © Environmentally & Socially Responsible Tourism Capacity Development Programme 8 funded by the EU
6. VIETNAM TOURISM OCCUPATIONAL STANDARDS: ON-SITE TOUR GUIDING I. INTRODUCTION With the aim to help meet the needs for a qualified workforce for the tourism industry in Vietnam, the EU-funded, Environmentally & Socially Responsible Tourism Capacity Development Programme (ESRT) was tasked to revise the Vietnam Tourism Occupational Skills Standards (VTOS) which were originally developed under the EU-funded Human Resource Development in Tourism Project (HRDT). The revised VTOS have been developed and benchmarked against international occupational standards and ASEAN Common Competency Standards for Tourism Professionals (ACCSTP) and will satisfy the requirements of the ASEAN Mutual Recognition Arrangement for Tourism Professionals (MRA-TP). Occupational Standards refer to the agreed minimum best practice for jobs in the tourism/hospitality industry, and include the statutory (legal, health, safety, security) requirements. They specify what a person should know and do, as well as the way they do their work, in order to carry out the functions of a particular job in the context of the work environment. VTOS covers two major divisions within the tourism sector (hospitality and travel) with six key occupational areas in line with ASEAN: Hospitality Division (Front Office Operations, Housekeeping Operations, Food & Beverage Service, Food Preparation) and Travel Division (Travel & Tour Operations, Tour Guiding). VTOS also includes four specialist areas (Hotel Management, Small Accommodation Operations, On-site Tour Guiding, and Tourist Boat Service) to meet the unique requirements of Vietnam tourism industry. VTOS units of competence have been grouped to provide a range of industry-relevant qualifications/job titles from basic to advanced levels and also a number of diplomas suitable for college teaching, therefore making it relevant for the industry and the formal education sector. VTOS can be used by: Hospitality and travel companies to set a standard for how the work of their employees should be completed. VTOS units can be used for training staff in the key skills and job functions for a range of skills. In addition VTOS can be used to assess the performance of staff against the standards. Organizations can arrange to register their staff with an assessment centre to formally recognise or assess their skills and gain a certificate. Colleges and training organisations to design their hospitality or tourism curriculum. VTOS clearly specifies the skills, knowledge and behaviours required for particular jobs in the industry. VTOS units can be compiled to provide a curriculum for a range of education and training courses or programmes. VTOS DEVELOPMENT METHODOLOGY VTOS was prepared by conducting a detailed functional analysis of hospitality and tourism jobs with a technical working group of industry experts to identify the key competencies needed for jobs for the tourism sector. The functional analysis provides an accurate and detailed separation of the functions which have to be carried out in order to achieve the key purpose of the sector, occupation or area of work. A review of Vietnam tourism qualifications and occupational standards has been conducted via a national Training Needs Assessment (TNA). The outcome of the TNA identified areas of skills shortages and defined skills requirements and competencies that will be required of tourism professionals. Six occupational areas identified by ASEAN and the previous Vietnam Tourism Occupational Skills Standards were then used as a baseline to verify the findings of the functional analysis, and the competencies identified by the Technical Working Groups were then benchmarked against international standards to ensure any gaps were filled. The VTOS were then developed using an international occupational standards approach which developed the contents of the standards as competencies in a format compatible with ASEAN. The units of competence include a unit title, the performance criteria, knowledge requirements, conditions of performance and variables, assessment criteria, assessment methods and references to ACCSTP. These competencies were then grouped into levels according to the ASEAN definition. VTOS units of competence were prepared by a team of international and Vietnamese subject experts. The units were reviewed by Technical Working Groups comprising industry practitioners and vocational trainers from local institutions. Feedback from these consultations have been incorporated, revised into the standards, and a selection of units have been piloted with trainees to ensure the level and content was appropriate for the job areas identified. © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 9
7. VIETNAM TOURISM OCCUPATIONAL STANDARDS: ON-SITE TOUR GUIDING VTOS LEVELS AND QUALIFICATIONS VTOS consists of five qualification levels in six key occupational areas Level 5 (Advanced Diploma 5) Sophisticated, broad and specialised competence with senior management skills; Technical, creative, conceptual or managerial applications built around competencies of either a broad or specialised base and related to a broader organisational focus. Level 4 (Diploma 4) Specialised competence with managerial skills; Assumes a greater theoretical base and consists of specialised, technical or managerial competencies used to plan, carry out and evaluate work of self and/or team. Level 3 (Certificate 3) Greater technical competence with supervisory skills; More sophisticated technical applications involving competencies requiring increased theoretical knowledge, applied in a non-routine environment and which may involve team leadership and increased responsibility for outcomes. Level 2 (Certificate 2) Broad range of skills in more varied context with more responsibilities; Skilled operator who applies a broad range of competencies within a more varied work context and capable for working in groups, working independently in some cases and taking a significant responsibility for their own work results and products. Level 1 (Certificate 1) Basic, routine skills in a defined context; A base operational qualification that encompasses a range of functions/activities requiring fundamental operational knowledge and limited practical skills in a defined context. © Environmentally & Socially Responsible Tourism Capacity Development Programme 10 funded by the EU
8. VIETNAM TOURISM OCCUPATIONAL STANDARDS: ON-SITE TOUR GUIDING VTOS COMPETENCY UNITS VTOS is structured in units of competence using a modular format so that it is flexible and easily adapted for different jobs, personnel and qualifications. It is suitable for use in small to medium enterprises, large hotels, tour operator and travel companies, as well as for use in colleges and educational institutions. It can be used as the basis for curriculum in colleges. In addition, VTOS includes units on Responsible Tourism suitable for a range of jobs from all occupations. In this way, VTOS has been developed with the flexibility required for a fast-growing tourism industry as well as the breadth required for a range of technical and highly professional jobs at a number of levels from entry level up to Senior Management level. VTOS consists of a range of units of competence that specify particular skills, knowledge and behaviours/attitudes necessary to fulfil the job requirements satisfactorily. Each job will consist of a blend of functional, core and generic units. • Functional (technical/professional) competencies are specific to roles or jobs within the tourism industry, and include the specific skills and knowledge (know-how) to perform effectively (e.g. food service, tour guiding etc.). • Core (common) competencies include the basic skills that most employees should possess (e.g., working with others, language and IT skills). These competencies are essential for anyone to do their job competently. • Generic (job related) competencies are those competencies that are common to a group of jobs. They often include general job competencies that are required in a number of occupations (e.g., health & safety), as well as job specific competencies that apply to certain occupations more than others (e.g., close the shift). • Management competencies are the generic competencies for roles in an organization that involve managing, supervising or influencing the work of others in some way. They may be specific to a job role (supervise housekeeping operations) or general to any supervisory/management role (arrange purchase of goods and services etc.). • Responsible tourism competencies are the specific skills required for the operation and management in the organisation for the enhancement of the quality of services and products towards a sustainable tourism development, operations and products of responsible tourism. Abbreviations for group of units COS Core Standards FBS Food & Beverage Service Standards GES Generic Standards FOS Front Office Operations Standards RTS Responsible Tourism Standards FPS Food Preparation Standards CMS Customer Service & Marketing Management HKS Housekeeping Operations Standards Standards FMS Financial Management Standards TBS Tourist Boat Service Standards GAS General Administration Management TGS Tour Guiding Standards Standards HRS Human Resource Management Standards TOS Travel & Tour Operation Standards SCS Security Management Standards © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 11
9. VIETNAM TOURISM OCCUPATIONAL STANDARDS: ON-SITE TOUR GUIDING UNIT STRUCTURE The VTOS units of competence comprise the following: Unit Section Description Example Unit Number • Number of the unit e.g. FOS1.3 is Front FOS1.3 Office Operations Standard, Level 1, Unit 3 Unit Title • Title of the Unit PROVIDE GUEST SERVICES Unit Descriptor • Summary or overview of the unit This unit describes the competencies required by front office staff to interface of with guests in a number of varied situations, responding to their requirements and expectations with cultural and professional sensitivity to satisfy needs and resolve problems. Elements • Units are divided into two or more E1. Handle questions and requests elements that describe the activities the E2. Process safety deposit boxes person has to carry out. E3. Exchange foreign currency • Elements can provide structure to a E4. Handle guest disbursements complex function and break up long lists of Performance Criteria by presenting them in logical sections Performance • Performance Criteria should be observable E1. Handle questions and requests Criteria and measurable so they can be accurately P1. Answer guest questions and enquiries assessed. promptly and courteously and take personal • Performance (skills) will normally be responsibility for finding the answers assessed by observation (levels 1-3) or by P2. Assist guests in making bookings for documentary evidence of performance restaurants, conferences or banquets etc from the workplace, especially at P3. Compile a dossier of information commonly management level (levels 4-5). requested or likely to be asked for P4. Prepare local contact numbers and contact details for guest use P5. Knowledge • Units of competence include essential K1. Explain the benefits and alternatives for Requirements underpinning knowledge that enables the airline travel and associated travel means work to be done with understanding. such as trains, buses and taxis • Knowledge includes understanding of K2. Explain the procedure for travel facts, principles and methods which reservations, confirmations and how to ensure that the person who measures up enquire about regarding flight status to the standard can be effective in other K3. Describe the procedures for issuing, organisations, related job roles and work allowing access to and closing a safety contexts and be better placed to deal with deposit box the unusual or unexpected. K4. Describe the steps in exchanging currency • Each knowledge item will normally be for a guest assessed by oral or written questioning. © Environmentally & Socially Responsible Tourism Capacity Development Programme 12 funded by the EU
10. VIETNAM TOURISM OCCUPATIONAL STANDARDS: ON-SITE TOUR GUIDING Unit Section Description Example Conditions of • Conditions of performance and variables 4. Cash disbursements may include: performance takes account of the fact that the real • Paid-out as a reverse cash transaction in and variables world contains many variables, and the the cash account folio debiting the guest units should cover these (e.g. in a hotel, a account receptionist may encounter many different • A cash receipt docket signed by the guest types of customer and different hotels may and retained in the folio bin provide different facilities). • In certain establishment supervisory • Rather than include these differences in authorisation may be required for such the performance criteria, the range of transactions with limits applying variables will identify different types of activities and conditions under which the performance could take place. Assessment This section specifies theamount and type Evidence of the following is required: Guide of evidence needed to show that the trainee/ 1. At least three different requests or issues learner has met the standards specified in the handled accurately and satisfactorily performance criteria and in all the 2. At least two safety deposit boxes issued circumstances defined in the evidence of according to procedures achievement. 3. At least three foreign currency transactions • Evidence of the candidate’s performance, handled accurately according to procedures knowledge, understanding and skills needs 4. At least two guest disbursements made to be recorded and examined for quality according to procedures control purposes. • This is often presented in a folder known Assessment must ensure: as a portfolio of evidence or in a passbook. • Access to an actual workplace or simulated • Assessment needs to be cost effective and environment time efficient to be sustainable. • Access to office equipment and resources • All assessment needs to be internally • Documentation of guest transactions as verified by an assessment centre to ensure evidence of performance it is valid, current, rigorous and objective. Assessment The main assessment methods for VTOS This unit may be assessed on or off the job Methods include: • Assessment can include evidence and • Assessors observing trainees at work (or, documentation from the workplace or in some cases, under realistic simulated through a simulation activity, supported by conditions) a range of methods to assess underpinning • Trainees supplying examples of records knowledge and documents that show they work to the • Assessment must relate to the individual’s standard work area or area of responsibility • Line managers and supervisors providing The following methods may be used to assess: statements about the trainee’s work • Case studies • Candidate answering questions from their • Observation of practical candidate assessors or completing written tests performance • Oral and written questions • Documentation from the workplace • Problem solving • Role plays • Third party reports completed by a supervisor • Project and assignment work Relevant • The relevant job roles/job titles for which Front Desk Officer, FO Clerk, Guest Service Occupations the unit is appropriate Agent, Receptionist, Front Office Supervisor ACCSTP • Cross-reference to the relevant standard DH1.HFO.CL2.03 1.8, 3.6, 4.2 References from (ASEAN Common Competency Standards for Tourism Professionals), if available © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 13
11. VIETNAM TOURISM OCCUPATIONAL STANDARDS: ON-SITE TOUR GUIDING II. ON-SITE TOUR GUIDING OCCUPATIONS The following VTOS Onsite Tour Guiding Standards have been prepared to provide qualifications for on-site tour guides working at local destinations, World Heritage Sites or other important cultural or religious heritage sites in Vietnam. On- site tour guides are an essential part of sustainable tourism development as they play an important role in educating the visitors about the authentic values of sites and codes of responsible conduct. The main responsibility of an on-site tour guide is to communicate cultural, environmental or heritage values to the audience through interpretive activities. In order to do this effectively, a guide needs to know the site well. In addition to its history, knowledge about the site should include why the site is important and how it is being protected. As interpreter and educator, on-site tour guides act as the direct link between tourism sites and the visitor. As such, they play a very important role in the protection of local heritage and culture. Through interpreting local sites, on-site tour guides can create awareness about the value of traditions, local sites and cultural heritage. They also can educate visitors and communities about how to take care of the environment and how to respect each other’s values. By sharing tourism benefits with local communities, on-site tour guides help foster local support for the protection of the environment and of important tourism sites. To perform the above-mentioned tasks well, the on-site tour guide needs to acquire some special skills – on top and above basic tour guiding techniques. They need to be able to: 1. Venture beyond basic tour guiding to disseminate knowledge of the cultural significance of local tourism sites and be aware of the ways to protect these 2. Transform this knowledge into interesting and informative accounts and interpretations 3. Facilitate the highest level of visitor and experience and satisfaction at these sites 4. Contribute to the sustainable development of tourism and maximising tourism benefits to community and visitors (UNESCO)1 1Adapted from: Tourism at Cultural Heritage Sites in Asia: Cultural Heritage Specialist Guide Training and Certification Programme for UNESCO World Heritage Sites 4th Edition (2007) © Environmentally & Socially Responsible Tourism Capacity Development Programme 14 funded by the EU
12. VIETNAM TOURISM OCCUPATIONAL STANDARDS: ON-SITE TOUR GUIDING LIST OF UNITS OF COMPETENCE Levels Ref Unit No Unit Title Core Generic 1 2 3 4 5 1 TGS1.2 PREPARE SELF FOR TOUR GUIDING  CONDUCT ORIENTATION ABOUT TOUR 2 TGS2.1  PROGRAMMES APPLY KNOWLEDGE OF VIETNAM TO TOUR GUIDE 3 TGS2.2  PREPARATION ACCOMPANY AND GUIDE VISITORS IN 4 TGS2.3  ACCORDANCE WITH THE TOUR ITINERARY PREPARE RESPONSIBLE AND SUSTAINABLE 5 TGS2.4  TOURISM ACTIVITIES PRESENT SPECIALIZED TOUR COMMENTARY TO 6 TGS2.5  CUSTOMERS PLAN AND DELIVER ON-SITE ENTERTAINMENT AND 7 TGS2.6  GUIDANCE 8 TGS2.7 PROVIDE PRACTICAL ASSISTANCE TO CUSTOMERS  PRESENT CULTURAL AND HERITAGE 9 TGS2.8  ENVIRONMENT EXPERIENCE PREPARE AND ORGANIZE RESPONSIBLE AND 10 TGS3.3  SUSTAINABLE TOURISM ACTIVITIES PLAN AND IMPROVE SPECIALIZED TOUR 11 TGS3.7  COMMENTARY TO CUSTOMERS PLAN AND EVALUATE ON-SITE ENTERTAINMENT 12 TGS3.8  AND GUIDANCE BUILD, MAINTAIN AND DEVELOP RELATIONSHIPS 13 TGS3.11  WITH TOUR PROGRAMME STAKEHOLDERS PREPARE CULTURAL AND HERITAGE 14 TGS3.15  ENVIRONMENT EXPERIENCE ASSESS AND IMPROVE RESPONSIBLE AND 15 TGS4.2  SUSTAINABLE TOURISM ACTIVITIES 16 COS4 USE ENGLISH AT A BASIC OPERATIONAL LEVEL  17 COS5 MAINTAIN INDUSTRY KNOWLEDGE  18 COS6 PROVIDE BASIC FIRST AID  19 COS7 PROVIDE SAFETY AND SECURITY  20 COS8 RESPOND TO EMERGENCIES  21 GES2 RECEIVE AND RESOLVE COMPLAINTS  22 GES9 DEVELOP GUEST RELATIONSHIPS  23 GES10 PREPARE AND PRESENT REPORTS  24 GES12 APPLY RESPONSIBLE TOURISM PRINCIPLES  © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 15
13. VIETNAM TOURISM OCCUPATIONAL STANDARDS: ON-SITE TOUR GUIDING ON-SITE TOUR GUIDING QUALIFICATIONS Cert No Occupational Qualifications (aimed at industry) Level COTG2 Certificate in On-site Tour Guiding 2 COTG3 Certificate in On-site Guiding 3 COTG2 - Certificate in On-site Tour Guiding Level 2 (12 Units) Levels Ref Unit No Unit Title Core Generic 1 2 3 4 5 1 TGS1.2 PREPARE SELF FOR TOUR GUIDING  CONDUCT ORIENTATION ABOUT TOUR 2 TGS2.1  PROGRAMMES APPLY KNOWLEDGE OF VIETNAM TO TOUR GUIDE 3 TGS2.2  PREPARATION ACCOMPANY AND GUIDE VISITORS IN ACCORDANCE 4 TGS2.3  WITH THE TOUR ITINERARY PREPARE RESPONSIBLE AND SUSTAINABLE TOURISM 5 TGS2.4  ACTIVITIES PRESENT SPECIALIZED TOUR COMMENTARY TO 6 TGS2.5  CUSTOMERS PLAN AND DELIVER ON-SITE ENTERTAINMENT AND 7 TGS2.6  GUIDANCE 8 TGS2.7 PROVIDE PRACTICAL ASSISTANCE TO CUSTOMERS  PRESENT CULTURAL AND HERITAGE ENVIRONMENT 9 TGS2.8  EXPERIENCE 10 COS4 USE ENGLISH AT A BASIC OPERATIONAL LEVEL  11 COS5 MAINTAIN INDUSTRY KNOWLEDGE  12 COS7 PROVIDE SAFETY AND SECURITY  © Environmentally & Socially Responsible Tourism Capacity Development Programme 16 funded by the EU
14. VIETNAM TOURISM OCCUPATIONAL STANDARDS: ON-SITE TOUR GUIDING COTG3 - Certificate in On-site Tour Guiding Level 3 (12 Units) Levels Ref Unit No Unit Title Core Generic 1 2 3 4 5 PREPARE AND ORGANIZE RESPONSIBLE AND 1 TGS3.3  SUSTAINABLE TOURISM ACTIVITIES PLAN AND IMPROVE SPECIALIZED TOUR 2 TGS3.7  COMMENTARY TO CUSTOMERS PLAN AND EVALUATE ON-SITE ENTERTAINMENT 3 TGS3.8  AND GUIDANCE BUILD, MAINTAIN AND DEVELOP RELATIONSHIPS 4 TGS3.11  WITH TOUR PROGRAMME STAKEHOLDERS PREPARE CULTURAL AND HERITAGE ENVIRONMENT 5 TGS3.15  EXPERIENCE ASSESS AND IMPROVE RESPONSIBLE AND 6 TGS4.2  SUSTAINABLE TOURISM ACTIVITIES 7 COS6 PROVIDE BASIC FIRST AID  8 COS8 RESPOND TO EMERGENCIES  9 GES2 RECEIVE AND RESOLVE COMPLAINTS  10 GES9 DEVELOP GUEST RELATIONSHIPS  11 GES10 PREPARE AND PRESENT REPORTS  12 GES12 APPLY RESPONSIBLE TOURISM PRINCIPLES  © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 17
15. VIETNAM TOURISM OCCUPATIONAL STANDARDS: ON-SITE TOUR GUIDING © Environmentally & Socially Responsible Tourism Capacity Development Programme 18 funded by the EU
16. VIETNAM TOURISM OCCUPATIONAL STANDARDS: ON-SITE TOUR GUIDING III. DETAILED STANDARDS TGS1.2. UNIT TITLE: PREPARE SELF FOR TOUR GUIDING UNIT DESCRIPTOR This unit covers the competencies required for preparing yourself for the tour – including timekeeping, personal grooming and professional behaviour. ELEMENTS AND PERFORMANCE CRITERIA E1. Prepare for the tour E4. Ensure grooming and personal hygiene P1. Read the logbook and make a note of the P12. Ensure uniform/clothing is clean and tidy assignment P13. Ensure personal grooming is up to standard P2. Obtain the assigned tour itinerary required P3. Perform pre-arrival activities E5. Apply professional behaviour P4. Update information and prepare tour P14. Listen carefully and respond courteously to commentary customers E2. Complete pre-tour check P15. Communicate clearly and professionally P5. Check necessary equipment has been P16. Ensure the requisite equipment is available to arranged hand P6. Check transportation arrangements P17. Ensure that personal behaviour brings credit to P7. Check safety and security facilities the organisation E3. Report for work P8. Arrive at tour location on time P9. Check communications devices are working P10. Check all equipment is in place for tour P11. Engage with other colleagues and customers KNOWLEDGE REQUIREMENTS K1. Describe the pre-tour preparation process K5. List what personal habits will cause damage to K2. Review the pre-tour checklist and list the reputation and displeasure to customers essential tour equipment and how it is used K6. Describe the steps that should be taken prior K3. Describe the basic grooming and personal to starting a trip hygiene procedures K7. Describe any issues or problems that might K4. Describe what levels of courtesy may be occur at the pre-tour preparation stage and expected by a customer of a tour guide how you would handle them © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 19
17. VIETNAM TOURISM OCCUPATIONAL STANDARDS: ON-SITE TOUR GUIDING CONDITIONS OF PERFORMANCE AND VARIABLES 1. Professional behaviour should include: 3. Grooming & personal hygiene includes: • Posture: stand straight with hands aside or • Clean hair over the collar for men, tied back for behind, never crossed and not leaning or women if long resting against furnishings • Strong smelling lotions or perfumes should not • Walk quietly without shuffling feet be used • Speech must be clear without shouting or • Hands must be clean at all times, washed after mumbling smoking or visiting the toilet • Anger, impatience, sarcasm or boredom should • Only a wedding ring, stud earring, simple not be shown necklace and watch should be worn. No • Communication between tour staff should be bracelets (ankle or wrist), piercings, loose chains discrete and away from customers or bangles to be worn • Customers must be recognised and • Ensure makeup is plain and simple (for female acknowledged promptly and assisted with staff) and face is clean-shaven, unless requirements whenever needed moustache or beard is permitted (for male • Information and knowledge should be staff) communicated promptly, courteously and • Ensure body is washed and free of unpleasant accurately odours and that hands are clean and fingernails • In public areas, tour guides should not cough, trimmed sneeze, sniff, pick nose or teeth, hawk or spit, • Ensure fresh breath and clean teeth scratch, lick ends of fingers, belch, yawn, stretch • A clean shirt/blouse, underwear, socks/tights or show any other antisocial behaviour must be worn at beginning of each day • Drinks and meals must be taken at the appointed • All outer garments must be ironed and cleaned times regularly or whenever dirty • Tour guides must not be intoxicated, smell of • Shoes must be clean and polished alcohol or take alcohol during the tour • Name badge (as required) must be worn in uniform manner, straight and clean 2. Equipment could include: • Transportation (land, sea or air) • Communication equipment (e.g. microphone, loudspeaker, amplifier) • Safety devices (e.g. seatbelts, fire extinguishers, life jackets, life buoy, fire blankets etc) ASSESSMENT GUIDE ASSESSMENT METHODS Performance assessment must include The following methods may be used to assess documentation of the following: competency for this unit: • Third party report of three pre-tour checklists • Observation of practical candidate performance completed • Third party reports completed by a supervisor • Third party report of three occasions of good or team leader timekeeping and reporting – including • Oral and written questions equipment check • Third party report of three occasions of good personal hygiene and grooming (with correct uniform if required) RELEVANT OCCUPATIONS ACCSTP REF Tour Guides, Tour Escort, Assistant Tour Guide DH1.HFO.CL2.03 1.1, 1.2, 1.3 © Environmentally & Socially Responsible Tourism Capacity Development Programme 20 funded by the EU
18. VIETNAM TOURISM OCCUPATIONAL STANDARDS: ON-SITE TOUR GUIDING TGS2.1. UNIT TITLE: CONDUCT ORIENTATION ABOUT TOUR PROGRAMMES UNIT DESCRIPTOR This unit describes the competencies required to conduct orientation about tour programmes. ELEMENTS AND PERFORMANCE CRITERIA E1. Present tour itinerary/programme E2. Interact with guests and feedback P1. Structure the content and the layout of the P4. Provide answers to questions and handle information to be presented issues, which may arise within the framework P2. Present in detail the content of the itinerary/ of the presentation programme P5. Demonstrate turn taking techniques to hold P3. Explain the logistics and technical specifics of and relinquish turns in a conversation the itinerary/programme P6. Show interest in what a speaker is saying KNOWLEDGE REQUIREMENTS K1. Explain why customers need to be taken step K3. List most commonly asked information by step through the itinerary K4. Explain how to encourage questions K2. Describe the ways in which having a standard K5. List hazards to be avoided when using commentary may be helpful to effective presentation equipment communication CONDITIONS OF PERFORMANCE AND VARIABLES Conversation and guest relationship processes: 3. Questions: 1. Brief: • Expected, non-routine, open, closed, belligerent • Orally/verbally in formal and informal situations • Use printed and pre prepared-materials • Use visual aids 2. Information on: • The guide’s name, contact number • Local time • Local and international currency rate • Local and international communication means • Itinerary schedule • Itinerary content • Office hour • Safety and welfare • Traffic • Responsible tourism code of conduct • Weather • Local traditions and culture • Sport and recreation • Religion • History • Others © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 21
19. VIETNAM TOURISM OCCUPATIONAL STANDARDS: ON-SITE TOUR GUIDING ASSESSMENT GUIDE ASSESSMENT METHODS Performance assessment must include: Suitable assessment methods may include: 1. At least three from Brief processes • Observation of practical candidate performance 2. At least two from Information processes • Interviews • Role plays • Oral and written questions RELEVANT OCCUPATIONS ACCSTP REF Tour Guide, Tour Leader, Tour Guide Assistant D2.TTG.CL3.18 © Environmentally & Socially Responsible Tourism Capacity Development Programme 22 funded by the EU
20. VIETNAM TOURISM OCCUPATIONAL STANDARDS: ON-SITE TOUR GUIDING TGS2.2. UNIT TITLE: APPLY KNOWLEDGE OF VIETNAM TO TOUR GUIDE PREPARATION UNIT DESCRIPTOR This unit describes the competencies required to apply knowledge of geography and history of Vietnam, traditions, customs and habits, economic development, social welfare and healthcare and present commentary to customers. ELEMENTS AND PERFORMANCE CRITERIA E1. Review the itinerary to identify/select E3. Update general knowledge and sites to be visited information of Vietnam and the local P1. Collect relevant information in relation to the region sites, part of the corresponding travel itinerary P8. Identify and use opportunities to maintain the P2. Identify relevant and reliable sources of currency of information and knowledge about information on the tourism industry Vietnam and the local region P3. Process the information and arrange a content P9. Incorporate regularly and in a culturally plan for each of the sites to be visited appropriate way knowledge and information into guiding activities E2. Prepare information for guiding activities P4. Organise information to reflect the needs of customers and the way in which information may be presented during a guiding activity P5. Identify themes and messages from research to meet specific customer needs P6. Structure and organise the content into an appealing and entertaining presentation P7. Identify presentation aids suitable for the immediate environment where necessary as well as correctly and safely KNOWLEDGE REQUIREMENTS K1. List geographically specific sites and locations K5. Describe the specifics of an activity or a of Vietnam commentary on more than one topic and K2. Define and explain the Vietnamese traditions, within more than one environment customs and habits, economic development, K6. Describe the steps of developing a coherent social security and healthcare and interesting interpretation for customers K3. Explain how to present an interpretive K7. Explain typical questions asked by customers commentary or activity within an operational on the given topic and commercially realistic guiding environment K8. Describe how to source and update relevant (e.g. at a tourist site, on a coach) information to meet differing customer needs K4. Describe how to interact with and involvement and to incorporate this information in of a customer group (of appropriate size and interpretive commentaries and presentations nature for the local workplace) with whom knowledge can be shared © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 23
21. VIETNAM TOURISM OCCUPATIONAL STANDARDS: ON-SITE TOUR GUIDING CONDITIONS OF PERFORMANCE AND VARIABLES 1. Vietnamese general geography and history: 3. Information sources and opportunities to • Geographic location, topography, climate, update knowledge: hydrology, land, sea and islands, flora and fauna • Media • Local general geographic conditions • Reference books • Detailed geographic conditions of the site’s • Libraries location, accessibility and tourism resources • Unions • Vietnamese history • Industry associations and organisations • History relating the localities and the sites • Industry journals 2. General information on Vietnamese • Computer data, including Internet traditions, customs, habits: • Personal observations and experience • Being reflected in traditional festivals, way of • Industry seminars or training courses life, lifestyles • Informal networking • Different legends, stories relating to localities • Colleague and experts and the sites • General information on Vietnamese legislation system, immigration and customs, social welfare and healthcare • Update information on legislation system, immigration and customs, social security and healthcare at localities and the sites ASSESSMENT GUIDE ASSESSMENT METHODS Performance assessment must include: Suitable assessment methods may include: 1. At least one information and knowledge • Direct observation of the candidate using analysis knowledge to deliver an interpretive 2. At least three commentaries developed as a commentary or activity basis for a tour delivery • Questioning of group members on their 3. At least one customer feedback questionnaire response to the candidate’s breadth of knowledge and ability to delivery that knowledge in an interesting way • Review of a research portfolio to assess the candidate’s ability to research current and accurate information • Oral and written questions to assess the way in which the research process has been used • Oral or written questions to assess key knowledge of Vietnam and the local area RELEVANT OCCUPATIONS ACCSTP REF Heritage Tour Guide, Tour Guide, Tour Leader, Tour D2.TTG.CL3.08 Guide Assistant © Environmentally & Socially Responsible Tourism Capacity Development Programme 24 funded by the EU
22. VIETNAM TOURISM OCCUPATIONAL STANDARDS: ON-SITE TOUR GUIDING TGS2.3. UNIT TITLE: ACCOMPANY AND GUIDE VISITORS IN ACCORDANCE WITH THE TOUR ITINERARY UNIT DESCRIPTOR This unit describes the competencies required to accompany and guide visitors, perform safety practices and resolve emergencies in locality as contracted by a tour operator or local organisation. ELEMENTS AND PERFORMANCE CRITERIA E1. Perform pre-arrival activities E2. Guide tourists P1. Determine the composition and responsibility P7. Coordinate pick up points, routing and of the tour guide as per organisational policies stopovers with tourist vehicle driver and procedures P8. Segregate visitors from the general crowd to P2. Check arrival and departure schedules give welcome and safety briefing before P3. Check reservations of the tour itinerary boarding P4. Check the tour itinerary for compliance with P9. Provide assistance in the registration onsite conditions and visitors’ requirements formalities at the place of lodging and during P5. Verify all reservations made by tour operator check out or local organisation P10. Coordinate tour arrangements with the P6. Collect and check guide kit, cash advance and suppliers and tour operators exchange vouchers P11. Conduct head counts before starting a tour activity P12. Provide relevant information of the area P13. Visitors are reminded of safety precautions P14. Check for lost and found items after any activity conducted KNOWLEDGE REQUIREMENTS K1. List the basics of how to guide, steer and direct K7. Explain the transportation system (main tourists transport systems, usage of different forms of K2. Describe how to resolve emergencies transport across Vietnam, historical K3. Explain and describe pre-arrival and development of different forms of transport) post-departure activities K8. Describe food (Local dishes and produce) K4. Describe climate (weather patterns including K9. List local wines, spirits and others any extreme conditions, impact of climate on K10. Describe lifestyle (key features of the lifestyle, stories associated with climate in a day-to-day living patterns of Vietnam and local local area) people, family and social customs) K5. Describe the basics of geography and geology K11. List shopping key locations and local products (major land formations/landmarks/natural K12. Describe tourism services and local facilities of attractions and their key features for both interest to visitors (currency exchange Vietnam and local region) locations, tour booking offices, K6. Describe natural environment and tourism accommodation, attractions, banks, dry (how the environment is a tourism asset, cleaners, medical facilities, telephone, wifi and impacts of tourism on the environment, land internet ) management in Vietnam) K13. Describe current events in Vietnam and the local region © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 25
23. VIETNAM TOURISM OCCUPATIONAL STANDARDS: ON-SITE TOUR GUIDING CONDITIONS OF PERFORMANCE AND VARIABLES 1. Tour guide toolkit: 3. Relevant information: • Note book or tablet • History • Map • Government • Compass • Economics, social, religion, culture, health, • Ball pen education • Pencil • Native tongue • Camera • Current events and holidays • Cell phone 4. Personal belongings: • Whistle/Flag/Umbrella • Visitors’ personal belonging range from • Banner jewellery to clothing and money • Hat • Bullhorn • Sun block • Lotion • First aid kit 2. Equipment Type: • Jeepney, car, van, mini-bus, full-size motor coach • Aircraft • Sea craft • Out-riggers • Others ASSESSMENT GUIDE ASSESSMENT METHODS Performance assessment must include: Suitable assessment methods may include: 1. At least three from cases, which have already • Interview taken place • Written test 2. At least one tour itinerary plan and one tour • Simulated or actual demonstration (mock tour) itinerary report • Observation 3. At least one customer feedback report RELEVANT OCCUPATIONS ACCSTP REF Tour Guide, Tour Leader, Tour Guide Assistant D2.TTG.CL3.12 © Environmentally & Socially Responsible Tourism Capacity Development Programme 26 funded by the EU
24. VIETNAM TOURISM OCCUPATIONAL STANDARDS: ON-SITE TOUR GUIDING TGS2.4. UNIT TITLE: PREPARE RESPONSIBLE AND SUSTAINABLE TOURISM ACTIVITIES UNIT DESCRIPTOR This unit describes the competencies required to prepare tourism activities with minimal negative environmental and social impact. ELEMENTS AND PERFORMANCE CRITERIA E1. Identify specialized information on E3. Update knowledge of ecology and sustainable tourism activities environmental concepts P1. Identify sustainable tourism activities P5. Identify and use opportunities to maintain P2. Identify key sources of specialised information currency of knowledge about specialised topics about sustainable tourism activities P6. Proactively seek opportunities to enhance and expand own knowledge base E2. Prepare specialised information on sustainable tourism activities P7. Incorporate updated knowledge into work activities P3. Organise information to support the ways in which it will be used and presented E4. Implement responsible and sustainable P4. Consult with all different stakeholders about tourism activities environmental and social responsibility P8. Advise customers about acceptable behaviour prior to entering area P9. Provide a role model for customers and colleagues KNOWLEDGE REQUIREMENTS K1. Describe how to organise and operate tourism K4. List and explain environmental practices, such activities in multiple environments with minimal as legislation, guidelines and industry codes of negative environmental and social impact practice K2. Explain and list environmental issues, K5. Explain the relevance of stakeholders’ including those specific to tourism and in interaction about environmental and social particular operating environments responsibility K3. Describe and identify environmentally sensitive location in which activities can be conducted real or simulated tourism activities © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 27
25. VIETNAM TOURISM OCCUPATIONAL STANDARDS: ON-SITE TOUR GUIDING CONDITIONS OF PERFORMANCE AND VARIABLES 1. Responsibility for environmental and social 2. Minimal impact techniques and procedures sustainability that relate to: that relates to: • Negative environmental aspects • Restricting or limiting access • Negative social aspects • Site hardening • Positive environmental aspects • Staged authenticity • Positive social aspects • Technological solutions • Heritage preservation • Changes in the natural environment that include • Breeding events • Changes to fauna • Changes to flora • Erosion • Species sighting ASSESSMENT GUIDE ASSESSMENT METHODS Performance assessment must include: Suitable assessment methods may include: 1. At least one tour or an activity conducted • Direct observation of the individual conducting 2. At least three reports on cases which have a tour or activity in an environmentally sensitive already taken place area • Use of case studies to assess ability to apply appropriate minimal impact approaches to different environments • Written or oral questioning to assess knowledge of environmental and social impact of tourism, local environmental issues, minimal impact techniques and regulatory requirements RELEVANT OCCUPATIONS ACCSTP REF Heritage Specialist Guide, On-Site Tour Guide, Tour D2.TTG.CL3.16 Guide, Tour Leader © Environmentally & Socially Responsible Tourism Capacity Development Programme 28 funded by the EU
26. VIETNAM TOURISM OCCUPATIONAL STANDARDS: ON-SITE TOUR GUIDING TGS2.5. UNIT TITLE: PRESENT SPECIALIZED TOUR COMMENTARY TO CUSTOMERS UNIT DESCRIPTOR This unit describes the competencies required to present specialised tour commentary to customers. ELEMENTS AND PERFORMANCE CRITERIA E1. Present specialised commentary E2. Receive and respond to customer P1. Present accurate information feedback P2. Deliver commentary within the time allowed P5. Encourage customers to ask questions, seek P3. Use presentation aids suitable for the clarification and make comments at identified immediate environment where necessary and suitable points P4. Maintain the interest of the group and their P6. Provide clear and accurate summaries and enjoyment of the tour enhanced additional information points if requested KNOWLEDGE REQUIREMENTS K1. Explain why and how questions should be K5. Explain how to handle and use feedback encouraged and how to handle them K6. Explain why group and self-positioning is K2. Describe the presentation equipment to be important and how to position yourself and used. your group effectively K3. Describe characteristics of different types of K7. Explain the success factors relevant to the client groups and their needs in relation to a commentary you are giving presentation (e.g. deaf people, children, people K8. List and describe the organisational with English as a second language, visually requirements affecting the way you present impaired) commentaries to customers K4. Explain how to use verbal and non-verbal communication skills to maintain interest and emphasise the importance of specific subject matter CONDITIONS OF PERFORMANCE AND VARIABLES Conducting commentary may include: • Positioning yourself and the group in the best possible position for them to see and hear your commentary • Choosing the appropriate time, circumstances to deliver the commentary on the relevant topic • Using delivery techniques effectively to maintain the interest of the group and enhance their enjoyment of the tour • Drawing the attention of your group to the key features of your commentary © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 29
27. VIETNAM TOURISM OCCUPATIONAL STANDARDS: ON-SITE TOUR GUIDING ASSESSMENT GUIDE ASSESSMENT METHODS Performance assessment must include: Suitable assessment methods may include: 1. At least one commentary • Direct observation of the individual doing the 2. At least three commentaries delivered as a commentary basis for an itinerary • Use of case studies to assess ability to apply the 3. Evidence of at least occasions of dealing requirements for developing a commentary effectively with three questions • Written or oral questioning to assess knowledge of requirements, specifics and basics for commentary development • Naturally occurring evidence in the workplace, or from simulation, which must be carefully designed/undertaken to reflect reality of a true work environment RELEVANT OCCUPATIONS ACCSTP REF Heritage Specialist Guide, On-Site Tour Guide, Tour D2.TTG.CL3.17 Guide, Tour Leader, Tour Guide Assistant © Environmentally & Socially Responsible Tourism Capacity Development Programme 30 funded by the EU
28. VIETNAM TOURISM OCCUPATIONAL STANDARDS: ON-SITE TOUR GUIDING TGS2.6. UNIT TITLE: PLAN AND DELIVER ON-SITE ENTERTAINMENT AND GUIDANCE UNIT DESCRIPTOR This unit describes the competencies required to deliver on-site entertainment within the guidance process. ELEMENTS AND PERFORMANCE CRITERIA E1. Plan the entertainment E2. Deliver the entertainment P1. Identify criteria for success of the planned P4. Deliver the entertainment according to plan entertainment, and the methods by which P5. Modify the event in response to audience customer feedback is to be gathered, and then reaction agree them with the relevant person(s) P2. Suit the entertainment selected and planned to the venue P3. Plan the layout and set-up of the venue to be safe and adequate to the entertainment KNOWLEDGE REQUIREMENTS K1. Explain the critical factors to consider when K3. Define the criteria for evaluating your own selecting and structuring the content of events performance and using this to inform changes to meet customers’ requirements to future events K2. Explain the importance of leaving your K4. Define the impact criteria for organisation’s customers with a positive impression at the specific requirements, standards and close of events procedures relating to the provision of on-site entertainment by staff CONDITIONS OF PERFORMANCE AND VARIABLES 1. Needs and expectations may include: 3. Resources may include: • The intended audience • Budget • The organisation • Equipment and materials • People, publicity materials and channels 2. Venue requirements may include: • Location and access • Type of venue • Venue facilities • Capacity of venue • Customer facilities • Health and safety • Cost © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 31
29. VIETNAM TOURISM OCCUPATIONAL STANDARDS: ON-SITE TOUR GUIDING ASSESSMENT GUIDE ASSESSMENT METHODS Performance assessment must include: Suitable assessment methods may include: 1. Plans for at least two onsite entertainments • Questioning of group members about the 2. Reports on at least three onsite entertainments individual’s breadth of knowledge and ability to answer customer questions • Review of an entertainment portfolio prepared by the individual • Written or oral questioning to assess the way in which the feedback and improvement analysis has been compiled • Written or oral questioning to assess aspects of specialised knowledge RELEVANT OCCUPATIONS ACCSTP REF Heritage Specialist Guide, On-Site Tour Guide, Tour D2.TTG.CL3.03 Guide, Tour Leader © Environmentally & Socially Responsible Tourism Capacity Development Programme 32 funded by the EU
30. VIETNAM TOURISM OCCUPATIONAL STANDARDS: ON-SITE TOUR GUIDING TGS2.7. UNIT TITLE: PROVIDE PRACTICAL ASSISTANCE TO CUSTOMERS UNIT DESCRIPTOR This unit describes the competencies required to provide practical assistance to customers and handle on-site problems ELEMENTS AND PERFORMANCE CRITERIA E1. Prepare to offer practical assistance E3. Handle problems P1. Develop a list of special requests and action P8. Balance priority needs of one passengers with taken general needs of remainder of group P2. Maintain full and accurate records of special P9. Minimize likely causes of on-site problems by requests, action taken and results planning ahead P3. Foresee problems and develop methods for P10. Resolve on-site problems and refer those their handling outside on capacity for appropriate help P4. Review the organisational policy and procedures for problem handling P5. List all emergency contacts E2. Provide practical assistance P6. Respond to customers’ requirements for assistance promptly, sensitively and confidentially P7. Communicate any passenger needs which exceed authority limits promptly KNOWLEDGE REQUIREMENTS K1. Explain principles of decision making K7. List and explain the organisational policy and K2. Explain own authority limits procedures for problem handling K3. List ways of retaining confidentiality whilst K8. List common problems and offer ranked providing assistance solutions for each situation, which would K4. Detail how to balance needs of individual minimize the effect on customers group members with those of whole group K9. Detail the information to be kept on record K5. List situations which would require help from which would help pre-empt and resolve future superiors and state the type of help which may problems be needed K6. Explain how the keeping of accurate records could help avoid repetition of the same difficulties for future customers © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 33
31. VIETNAM TOURISM OCCUPATIONAL STANDARDS: ON-SITE TOUR GUIDING CONDITIONS OF PERFORMANCE AND VARIABLES 1. Requirements: 5. Problems especially regarding: • Medical, physical, special needs and interests • Safety, comfort and welfare of customers • Transport, baggage, property, documents • Conflicts • Sudden accidents and illness, loss • Documents • Lost or stolen items 2. Communicate: • To superiors, to sources of assistance, verbally • Vehicle breakdowns or in writing • Absence or incapacity of other tour staff • Illness accident or incapacity of customers 3. Changes: • Weather turbulence/hazard • To Itinerary, • Flight/boat/trai schedule changes • To services provided, • Cancellations and delays 6. Maintain: • Morale 4. Affected parties: • Records • Customers • Vehicles • Guides • Accomodations • Restaurants • Flight/boat/train ASSESSMENT GUIDE ASSESSMENT METHODS Performance assessment must include: Suitable assessment methods may include: 1. At least one tour or an activity conducted • Direct observation of the individual providing 2. At least three from cases, which have already practical assistance taken place • Use of case studies to assess ability to apply 3. At least one customer feedback report the knowledge and competences for providing practical assistance • Written or oral questioning to assess knowledge of customer interaction, complaint handling, information structuring, guest relationship building RELEVANT OCCUPATIONS ACCSTP REF Tour Guide, Tour Guide Assistant D2.TTG.CL3.11; D2.TTG.CL3.12 © Environmentally & Socially Responsible Tourism Capacity Development Programme 34 funded by the EU
32. VIETNAM TOURISM OCCUPATIONAL STANDARDS: ON-SITE TOUR GUIDING TGS2.8. UNIT TITLE: PRESENT CULTURAL AND HERITAGE ENVIRONMENT EXPERIENCE UNIT DESCRIPTOR This unit describes the competencies required to present cultural and heritage environment experience. ELEMENTS AND PERFORMANCE CRITERIA E1. Present in tourism activities the E3. Update knowledge of specialised specialised information on cultural and information on cultural and heritage heritage environments environments to improve the experience P1. Present information accurately P7. Identify and use opportunities to maintain P2. Deliver commentary within the time allowed currency of knowledge about specialised topics P3. Use presentation aids suitable for the P8. Proactively seek opportunities to enhance and immediate environment where necessary expand own knowledge base P4. Maintain the interest of the group as well as P9. Incorporate updated and expanded knowledge enhance their enjoyment of the tour into work activities E2. Respond to feedback and questions P5. Encourage customers to ask questions, seek clarification and make comments at identified and suitable points P6. Provide clear and accurate summaries and additional information points if requested KNOWLEDGE REQUIREMENTS K1. Explain why and how questions should be K5. How to handle and use feedback encouraged and how to handle them K6. How to explain the consequences of giving K2. Explain why, when and how presentation inadequate and inaccurate information equipment is used K7. Describe the current interpretive theory, K3. Describe the characteristics of different types methods and media of client groups and their needs in relation to a K8. List sources of information on cultural and presentation (e.g. deaf people, children, people heritage environments with English as a second language, visually K9. Explain how to update knowledge of impaired) specialised information on cultural and K4. Describe how to use verbal and non-verbal heritage environments to improve the communication skills to maintain interest and experience emphasise the importance of specific subject matter © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 35
33. VIETNAM TOURISM OCCUPATIONAL STANDARDS: ON-SITE TOUR GUIDING CONDITIONS OF PERFORMANCE AND VARIABLES 1. Cultural issues may include: 4. Vietnamese general geographic conditions • Use of cultural information; access restrictions may include: • Use of appropriate staff • Geographic location, topography, climate, • Traditional/contemporary values and customs hydrology, land, sea and islands, flora and fauna • Cultural differences in styles of negotiation and • Local general geographic conditions communication • Detailed geographic conditions of the sites: Site’s location, accessibility and tourism 2. Impacts on community may include: resources • Positive aspects such as economic benefits to • Vietnamese history local community; improved local facilities; • History relating the localities and the sites employment opportunities; cultural benefits; visitor education; greater understanding 5. General information on Vietnamese between host and visitor cultures traditions, customs, habits may include: • Negative aspects such as trivialisation of • Being reflected in traditional festivals, way of culture; effect on social structures life, lifestyles • Different legends, stories relating to localities 3. Conducting cultural and heritage tourism and the sites activities may include: • Positioning yourself and the group in the best possible position for them to see and hear your commentary • Using delivery techniques effectively to maintain the interest of the group and enhance their enjoyment of the tour • Drawing the attention of your group to the key features of your presentation/tourism activity. • Cultural and heritage environments within the Vietnamese scope ASSESSMENT GUIDE ASSESSMENT METHODS Performance assessment must include: Suitable assessment methods may include: 1. At least three tourism activities in relation to • Direct observation of the individual using culture and heritage knowledge to deliver interpretive tourism 2. At least three reports on culture and heritage activities environment presented as a basis for a culture • Questioning of group members about the and heritage tourism activities individual’s breadth of knowledge and ability to handle cultural and heritage information and tourism activity processing • Review of a research portfolio prepared by the individual • Written or oral questioning to assess the way in which the research process has been used • Written or oral questioning to assess aspects of specialised knowledge • Review of portfolios of evidence and third party workplace reports of on the job performance by the individual RELEVANT OCCUPATIONS ACCSTP REF Heritage Specialist Guide, On-Site Tour Guide, Tour D2.TTG.CL3.07 Guide, Tour Leader © Environmentally & Socially Responsible Tourism Capacity Development Programme 36 funded by the EU