Tiêu chuẩn nghề du lịch Việt Nam - On-Site tour guiding (Phần 2)

Nội dung text: Tiêu chuẩn nghề du lịch Việt Nam - On-Site tour guiding (Phần 2)

1. VIETNAM TOURISM OCCUPATIONAL STANDARDS: ON-SITE TOUR GUIDING TGS3.3. UNIT TITLE: PREPARE AND ORGANISE RESPONSIBLE AND SUSTAINABLE TOURISM ACTIVITIES UNIT DESCRIPTOR This unit describes the competencies required to organise and operate tourism activities with minimal negative environ- mental and social impact. ELEMENTS AND PERFORMANCE CRITERIA E1. Identify specialised information on E4. Organise responsible and sustainable sustainable tourism activities tourism activities P1. Identify sustainable tourism activities P10. Develop experiences that combine P2. Identify key sources of specialised information sustainability and entertainment about sustainable tourism activities P11. Ensure positive sustainable outcomes for both P3. Evaluate the credibility and reliability of the customer and the local community information sources P12. Consult with all different stakeholders about P4. Make subjects of potential customer interest environmental and social responsibility the focus of research activities E5. Implement responsible and sustainable E2. Prepare specialised information on tourism activities sustainable tourism activities P13. Advise customers about acceptable behaviour P5. Organise information to support the ways in prior to entering area which it will be used and presented P14. Provide a role model for customers and P6. Consult with all different stakeholders about colleagues environmental and social responsibility E6. Update and improve responsible and E3. Update knowledge of ecology and sustainable tourism activities environmental concepts P15. Collect environmental information on behalf of P7. Identify and use opportunities to maintain environmental and social agencies as required currency of knowledge about specialised topics P16. Advise appropriate authorities of P8. Proactively seek opportunities to enhance and environmental and social change promptly expand own knowledge base P9. Incorporate updated knowledge into work activities KNOWLEDGE REQUIREMENTS K1. Describe how to identify specialised K5. List and explain environmental practices, such information on tourism activities in multiple as legislation, guidelines and industry codes of environments with minimal negative practice environmental and social impact K6. Explain the relevance of stakeholders’ K2. Describe how to organise and operate tourism interaction about environmental and social activities in multiple environments with minimal responsibility negative environmental and social impact K7. Explain how to update and improve K3. Explain and list environmental issues, responsible and sustainable information and including those specific to tourism and in tourism activities particular operating environments K4. 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 37
2. VIETNAM TOURISM OCCUPATIONAL STANDARDS: ON-SITE TOUR GUIDING CONDITIONS OF PERFORMANCE AND VARIABLES This unit standard covers the following sustainable 3. Changes in the natural environment that tourism activities organisation processes: include: 1. Responsibility for environmental and social • Breeding events sustainability that relate to: • Changes to fauna • Negative environmental aspects • Changes to flora • Negative social aspects • Erosion • Positive environmental aspects • Species sighting • Positive social aspects 2. Minimal impact techniques and procedures that relates to: • Restricting or limiting access • Site hardening • Staged authenticity • Technological solutions • Heritage preservation 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 from cases, which have already a tour or activity in an environmentally sensitive taken place area 3. At least one environmental or/and social impact • Use of case studies to assess ability to apply analysis 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 Tour Guide, Tour Leader D2.TTG.CL3.16 © Environmentally & Socially Responsible Tourism Capacity Development Programme 38 funded by the EU
3. VIETNAM TOURISM OCCUPATIONAL STANDARDS: ON-SITE TOUR GUIDING TGS3.7. UNIT TITLE: PLAN AND IMPROVE SPECIALIZED TOUR COMMENTARY TO CUSTOMERS UNIT DESCRIPTOR This unit describes the competencies required to plan and improve specialised tour commentary to customers ELEMENTS AND PERFORMANCE CRITERIA E1. Gather, process and structure information E2. Evaluate, update and improve P1. Identify sites and sights in consultation with commentary other tour guides, colleagues and P5. Identify relevant success indicators for the organisational officials commentary and its presentation P2. Collect relevant information in relation to the P6. Collect and record feedback from customers sites, part of the corresponding travel itinerary on the commentary, using suitable P3. Process the information and arrange a content methods and if relevant to other people, pass plan for each of the sites to be visited on promptly P4. Structure and organise the content into an P7. Base changes and improvements made to the appealing and entertaining presentation commentary presentation on the results of evaluation of feedback and self-assessment KNOWLEDGE REQUIREMENTS K1. Explain why and how questions should be K6. Explain the content of the fixed-route encouraged and how to handle them commentary you are delivering K2. Describe characteristics of different types of K7. Describe any specific additional information client groups and their needs in relation to a likely to be requested by your customers for presentation (e.g. deaf people, children, people the tour and commentary you are delivering with English as a second language, visually K8. Explain the success factors relevant to the impaired) commentary you are giving K3. Describe where to access the relevant K9. List and describe the organisational information to update your commentary requirements affecting the way you present K4. Describe the ways of collecting basic data for commentaries to customers the group (e.g. where from, where to, how long is their stay) K5. Explain the consequences of giving inadequate and inaccurate information © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 39
4. VIETNAM TOURISM OCCUPATIONAL STANDARDS: ON-SITE TOUR GUIDING CONDITIONS OF PERFORMANCE AND VARIABLES 1. Preparation may include: 3. Improvements and monitoring may include: • Developing a data base of all the information • Feedback questionnaires compiling related to the itinerary planned • Analysing the data collected • Collecting and processing specific information • Further improvement based on the findings and documentation (sites’ portfolios) • Compiling commentaries for each and every step of the programme • Developing a feedback and rapport methodology 2. 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 ASSESSMENT GUIDE ASSESSMENT METHODS Performance assessment must include: Suitable assessment methods may include: 1. At least three written commentaries developed • Direct observation of the individual doing the as a basis for an itinerary commentary 2. At least two written reports on how the • Use of case studies to assess ability to apply the commentary was monitored and improved requirements for developing a commentary • 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 40 funded by the EU
5. VIETNAM TOURISM OCCUPATIONAL STANDARDS: ON-SITE TOUR GUIDING TGS3.8. UNIT TITLE: PLAN AND EVALUATE ON-SITE ENTERTAINMENT AND GUIDANCE UNIT DESCRIPTOR This unit describes the competencies required to plan and evaluate on-site entertainment within the guidance process. ELEMENTS AND PERFORMANCE CRITERIA E1. Plan the entertainment E2. Evaluate the entertainment P1. Identify criteria for success of the planned P4. Capture reliable customer feedback on the entertainment, and the methods by which event and evaluate it to inform plans for future customer feedback is to be gathered, and then events agree them with the relevant person(s) P5. Incorporate updated and expanded knowledge P2. Suit the entertainment selected and planned to into work activities the venue P3. Plan the layout and set-up of the venue to be safe and adequate to the entertainment KNOWLEDGE REQUIREMENTS K1. Explain how to set suitable, measurable criteria K4. Define the criteria for evaluating your own for the success of different events performance and using this to inform changes K2. Explain the critical factors to consider when to future events selecting and structuring the content of events K5. Define the impact criteria for organisation’s to meet customers’ requirements specific requirements, standards and K3. Explain the importance of leaving your procedures relating to the provision of on-site customers with a positive impression at the entertainment by staff close of events K6. Explain the procedures for noting and forwarding immediate customer feedback 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 4. Success criteria may include: • Type of venue • Attendance figures • Venue facilities • Timing • Capacity of venue • Effectiveness of content and delivery • Customer facilities • Suitability of venue • Health and safety • Level of customer satisfaction • Cost © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 41
6. VIETNAM TOURISM OCCUPATIONAL STANDARDS: ON-SITE TOUR GUIDING ASSESSMENT GUIDE ASSESSMENT METHODS Performance assessment must include: Suitable assessment methods may include: 1. Two reports of at least two on-site • Questioning of group members about the entertainment events planned, delivered and individual’s breadth of knowledge and ability to evaluated answer customer questions 2. At least five customer feedback questionnaires • 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 42 funded by the EU
7. VIETNAM TOURISM OCCUPATIONAL STANDARDS: ON-SITE TOUR GUIDING TGS3.11. UNIT TITLE: BUILD, MAINTAIN AND DEVELOP RELATIONSHIPS WITH TOUR PROGRAMME STAKEHOLDERS UNIT DESCRIPTOR This unit describes the competencies required to build, maintain and develop relationships with tour programme stakeholders. ELEMENTS AND PERFORMANCE CRITERIA E1. Identify tour programme stakeholders E3. Develop collaboration mechanisms with P1. Analyse organisational requirements based on identified stakeholders detailed review of all aspects towards P7. Identify the need for collaboration and relationships with tour programme organise its implementation with confirmation stakeholders in writing P2. Develop an accurate summary of the P8. Negotiate adjustments to maintain the integrity different types of stakeholder in consultation and quality of the collaboration with organisational superiors P9. Evaluate work completed against tour P3. Incorporate safety and risk management issues programme requirements and time schedules, into all planning documentation and processes and take appropriate action to follow E2. Establish contacts with identified tour programme stakeholders P4. Communicate with identified tour programme stakeholders P5. Organise meetings and discuss the issues of common interest P6. Present a short report to the organisational superiors for the steps to follow KNOWLEDGE REQUIREMENTS K1. Describe the roles and responsibilities of K4. Explain how to analyse needs and expectations different types of tour programme of tour programme stakeholders stakeholders K5. List reporting techniques and their applicability K2. Explain risk management issues to be K6. Describe the organisational communication considered for key areas of potential and collaboration procedures cooperation K7. Explain how to design success criteria for K3. Describe the terminology, services and key collaboration technology in key areas of tour programme collaboration such as: • Catering • Venue decoration • Audio-visual options • Lighting • Entertainment • Security • Electronic media coverage of events • Safety equipment, etc. © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 43
8. VIETNAM TOURISM OCCUPATIONAL STANDARDS: ON-SITE TOUR GUIDING CONDITIONS OF PERFORMANCE AND VARIABLES 1. Tour programme stakeholders may include: 2. Specifications for stakeholder services may • Accommodation providers (hotels, tour resorts, include or relate to: cruise ships, motels, hostels, guest houses, etc.) • Price • F&B providers (restaurants, cafeterias, bars, • Performance standards confectionaries, etc.) • Timelines • Meeting halls’ providers (conference, workshop, • Technical specifications for equipment etc. seminar venues; exhibition halls; etc.) • Theme-related requirements • Staging and audio visual suppliers • Regulatory requirements • Display suppliers • Previous experience • Caterers • Entertainers • Equipment hire companies • Transportation companies ASSESSMENT GUIDE ASSESSMENT METHODS Performance assessment must include: Suitable assessment methods may include: 1. At least three tour programme stakeholders’ • Observation of practical candidate performance collaborations • Interviews 2. At least two reports on collaboration • Role plays 3. At least one analysis on potential collaboration • Oral and written questions RELEVANT OCCUPATIONS ACCSTP REF Tour Guide, Tour Leader, Tour Guide Assistant D2.TTG.CL3.13 © Environmentally & Socially Responsible Tourism Capacity Development Programme 44 funded by the EU
9. VIETNAM TOURISM OCCUPATIONAL STANDARDS: ON-SITE TOUR GUIDING TGS3.15. UNIT TITLE: PREPARE CULTURAL AND HERITAGE ENVIRONMENT EXPERIENCE UNIT DESCRIPTOR This unit describes the competencies required to prepare cultural and heritage environment experience. ELEMENTS AND PERFORMANCE CRITERIA E1. Research specialised information on E3. Update knowledge of specialised cultural and heritage environments information on cultural and heritage P1. Identify key sources of specialised information environments to improve the experience about cultural and heritage environments P13. Identify and use opportunities to maintain P2. Evaluate the credibility and reliability of currency of knowledge about specialised topics information sources P14. Proactively seek opportunities to enhance and P3. Use formal and informal research to access expand own knowledge base and obtain current and relevant information P15. Incorporate updated and expanded knowledge P4. Make subjects of potential customer interest into work activities the focus of research activities E2. Prepare and present in tourism activities the specialised information on cultural and heritage environments P5. Analyse information and develop themes and messages to meet customer needs and interests P6. Organise information to support the ways in which it will be used and presented P7. Present information accurately P8. Deliver commentary within the time allowed P9. Use presentation aids suitable for the immediate environment where necessary P10. Maintain the interest of the group as well as enhance their enjoyment of the tour P11. Encourage customers to ask questions, seek clarification and make comments at identified and suitable points P12. 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. Explain where to access the relevant K2. Explain why, when and how presentation information to update the cultural and heritage equipment is used tourism activity K3. Describe the characteristics of different types K7. How to explain the consequences of giving of client groups and their needs in relation to a inadequate and inaccurate information presentation (e.g. deaf people, children, people K8. Describe the current interpretive theory, with English as a second language, visually methods and media impaired) K9. List sources of information on cultural and K4. Describe how to use verbal and non-verbal heritage environments communication skills to maintain interest and emphasise the importance of specific subject matter © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 45
10. VIETNAM TOURISM OCCUPATIONAL STANDARDS: ON-SITE TOUR GUIDING KNOWLEDGE REQUIREMENTS K10. Explain the nature and significance of one or K11. Explain how to update knowledge of more cultural or heritage environments specialised information on cultural and including: heritage environments to improve the • How the environment developed and experience evolved • Historically and culturally significant features, including details of any exhibits, displays or performances • Individuals associated with the environment, their roles and impacts • Role of the environment in the local community, both past and present • Relationship of the environment to past and current Vietnamese culture and history CONDITIONS OF PERFORMANCE AND VARIABLES 1. Cultural issues may include: 5. 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 6. 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. Preparation may include: and the sites • Developing a data base of all the heritage and culture information related to the tourism 7. Improvements and monitoring may include: activity planned • Feedback questionnaires compiling • Collecting and processing specific information • Analysing the data collected and documentation (sites’ portfolios) • Further improvement based on the findings • Compiling culture and heritage commentaries for each and every step of the programme • Developing a feedback and rapport methodology 4. Cultural and heritage tourism activity conduction 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 © Environmentally & Socially Responsible Tourism Capacity Development Programme 46 funded by the EU
11. 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 tourism activity in relation to • Direct observation of the individual using culture and heritage knowledge to deliver interpretive tourism 2. At least three research reports on culture and activities heritage environment developed as a basis for • Questioning of group members about the a culture and heritage tourism activities individual’s breadth of knowledge and ability to 3. At least one feedback questionnaire 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 Tour Guide, Tour Leader, On-site Tour Guide, Heritage D2.TTG.CL3.07 Specialist Guide © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 47
12. VIETNAM TOURISM OCCUPATIONAL STANDARDS: ON-SITE TOUR GUIDING TGS4.2. UNIT TITLE: ASSESS AND IMPROVE RESPONSIBLE AND SUSTAINABLE TOURISM ACTIVITIES UNIT DESCRIPTOR This unit describes the competencies required to assess and improve responsible and sustainable tourism activities. ELEMENTS AND PERFORMANCE CRITERIA E1. Analyse data base on responsible and E3. Update and improve responsible and sustainable tourism activities sustainable tourism activities P1. Define the scope of responsible and P6. Advise of environmental and social sustainable tourism activities to be analysed components to be included into the existing P2. Develop criteria for responsible and responsible and sustainable activities sustainable tourism activities’ analysis P7. Search for opportunities to maintain regularity P3. Develop methodology for research and of analysis about responsible and sustainable analysis tourism activities implemented P8. Incorporate updated knowledge into work E2. Provide recommendations based on the activities analysis P4. Critically analyse the responsible and sustainable tourism activities versus the criteria developed P5. Organise the findings based on the responsible and sustainable tourism activities implemented and analysed and provide recommendations for improvements KNOWLEDGE REQUIREMENTS K1. Explain the specifics of operating tourism K5. Describe types of findings and their specific activities in multiple environments with minimal impact on tour conduction negative environmental and social impact K6. Explain how to interpret potentially complex K2. Explain the trends and developments of and detailed research output on responsible environmental issues, including those specific and sustainable tourism activities to tourism and in particular operating K7. Describe how to proactively improve tour environments reports’ analysis data base K3. Describe how to develop a system of K8. Explain how to update and improve responsible and sustainable tourism activities’ responsible and sustainable tourism activities analysis K4. List and explain research methodologies and techniques © Environmentally & Socially Responsible Tourism Capacity Development Programme 48 funded by the EU
13. VIETNAM TOURISM OCCUPATIONAL STANDARDS: ON-SITE TOUR GUIDING CONDITIONS OF PERFORMANCE AND VARIABLES 1. Responsibility for environmental and social 3. Changes in the natural environment that sustainability that relate to: include: • Negative environmental aspects • Breeding events • Negative social aspects • Changes to fauna • Positive environmental aspects • Changes to flora • Positive social aspects • Erosion • Species sighting 2. Minimal impact techniques and procedures that relates to: 4. Research methodology and technique: • Restricting or limiting access • Comparison • Site hardening • Analysis • Staged authenticity • Qualitative and quantitative methods • Technological solutions • Sampling • Heritage preservation • Interviewing • Collaborative sessions • Surveys • Questionnaires • Focus groups • Mobile interviews ASSESSMENT GUIDE ASSESSMENT METHODS Performance assessment must include: Suitable assessment methods may include: 1. At least one responsible and sustainable • Use of case studies to assess ability to apply tourism activity analysed appropriate minimal impact approaches to 2. At least three reports on responsible and different environments within sustainable sustainable tourism activity improvements tourism activity analysis 3. At least one environmental or/and social • Review of responsible and sustainable tourism improvement plan implemented activity report notes and analysis developed by the trainee • Problem solving/case studies to assess ability to apply research methodology skills to a range of different responsible and sustainable tourism activity components RELEVANT OCCUPATIONS ACCSTP REF Tour Guide, Tour Leader D2.TTG.CL3.16 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 49
14. VIETNAM TOURISM OCCUPATIONAL STANDARDS: ON-SITE TOUR GUIDING COS4. UNIT TITLE: USE ENGLISH AT A BASIC OPERATIONAL LEVEL UNIT DESCRIPTOR This unit describes the competencies required to converse orally in English in the workplace at a basic operational level. ELEMENTS AND PERFORMANCE CRITERIA E1. Make simple conversation E3. Make simple requests P1. Respond to opening comments P6. Use polite forms to make simple requests P2. Comment on familiar topics P7. Thank the person responding to your request P3. Conclude a conversation E4. Express preferences E2. Respond to simple requests P8. Talk about likes and dislikes P4. Confirm understanding of instructions or P9. Discuss preferences and give reasons requests P5. Request clarification of instructions or requests KNOWLEDGE REQUIREMENTS K1. Respond to opening comments and make K5. Describe routine procedures and explain a simple conversation sequence of routine job tasks K2. Comment on familiar topics and conclude a K6. Make suggestions on how to improve routine conversation procedures or in communication with guests K3. Make and respond to simple requests K7. Express likes, dislikes and preferences and give K4. Confirm understanding and request preferences and reasons clarification of instructions or requests CONDITIONS OF PERFORMANCE AND VARIABLES This unit applies where conversing in English at a 4. Ways to seek clarification may include: basic operational level is required within all divisions • Asking the person to repeat themselves, e.g. of the hospitality and tourism industry and includes would you mind saying that again? Would you all staff with guest contact. mind spelling it? Sorry I didn’t catch that. Sorry I 1. Opening comments may include: missed that, Can you go over that again? Can you say that again please? • How are you? Did you have a good trip? How can I help you? • Seeking clarification, e.g. Can you please confirm you want to check out tomorrow? Are you looking • Others for an all-day or half-day tour? 2. Familiar topics may include: 5. Polite forms used for making requests may • Giving directions; providing advice on the best include: places to shop, eat, visit etc; providing advice • Please can you provide your driving licence for about a customer’s special needs; providing the hired car? Would you mind waiting for five information; referring a customer complaint to a minutes while I deal with this guest? supervisor; safety & healthy related information • Others 6. Avoiding jargon in conversations with guests: 3. Closing remarks may include: • Your room rate is US$100 plus plus/net • I hope you enjoy your stay/tour; Goodbye and • We are pleased to offer you FOC breakfast I hope we see you again soon; Thank you for staying here; Please enjoy your tour • Others © Environmentally & Socially Responsible Tourism Capacity Development Programme 50 funded by the EU
15. VIETNAM TOURISM OCCUPATIONAL STANDARDS: ON-SITE TOUR GUIDING ASSESSMENT GUIDE ASSESSMENT METHODS Assessment should ensure that the person Assessment must ensure actual or simulated can communicate effectively in the following workplace application of situations where people situations: converse at a basic operational level with guests or 1. Respond to opening comments and make customers or in a classroom environment where the simple conversation person can demonstrate their ability to 2. Comment on familiar topics and conclude a communicate in basic English conversation The following methods may be used to assess 3. Make and respond to simple requests competency for this unit: 4. Confirm understanding and request • Observation of practical candidate performance clarification of instructions or requests • Interviews 5. Describe routine procedures and explain a • Role plays sequence of routine job tasks • Oral and written questions 6. Make suggestions on how to improve routine procedures 7. Express likes, dislikes and preferences and give preferences and reasons RELEVANT OCCUPATIONS ACCSTP REF All tourism occupations D1.LAN.CL1.01 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 51
16. VIETNAM TOURISM OCCUPATIONAL STANDARDS: ON-SITE TOUR GUIDING COS5. UNIT TITLE: MAINTAIN INDUSTRY KNOWLEDGE UNIT DESCRIPTOR This unit describes the competencies required to source, maintain and use hospitality and tourism industry knowledge in a range of settings in the workplace. ELEMENTS AND PERFORMANCE CRITERIA E1. Source current information on the E2. Use industry information to inform best hospitality and tourism industry practice P1. Access sources of information on the P3. Obtain and distribute information as required hospitality and tourism industry relevant to job by customers or guests requirements P4. Conduct work activities in accordance with P2. Obtain information on the hospitality and legal requirements and ethical standards tourism industry to assist effective work P5. Apply industry knowledge and information to performance the day-to-day operation of the hospitality or tourism business KNOWLEDGE REQUIREMENTS K1. Identify sources of reliable information on the K4. Explain what is meant by quality and Internet and elsewhere to update industry continuous improvement in hospitality and knowledge tourism and the role of individual staff K2. Describe the different sectors of the hospitality members in maintaining quality services and tourism industry and their inter K5. Provide examples of responsible tourism relationships including energy saving, waste minimization K3. Explain the role and function of two of the and recycling following sectors: food and beverage, front K6. Describe two basic laws, regulations or office, food production/kitchen operations, guidelines that apply to the hospitality and housekeeping, travel agencies and tour tourism industries and effect how a staff operations/tour guiding member conducts his/her work CONDITIONS OF PERFORMANCE AND VARIABLES 1. This unit applies to maintaining hospitality 2. Information may relate to: and tourism industry knowledge and may • Different sectors and relationships between include: travel and hospitality • Hotel operations • Environmental issues and requirements, • Travel and tour operations including responsible and sustainable tourism • Tour guiding • Work ethic required to work in the industry • Event management • Industry expectations of staff • Other tourism related industries such as • Quality assurance transport, airlines and spa and leisure etc. • Guest service information such as itineraries, airline or road travel, local attractions etc. • Information on local banks, hospitals, embassy and others © Environmentally & Socially Responsible Tourism Capacity Development Programme 52 funded by the EU
17. VIETNAM TOURISM OCCUPATIONAL STANDARDS: ON-SITE TOUR GUIDING CONDITIONS OF PERFORMANCE AND VARIABLES 3. Sources of information may include: 5. Legal issues which impact on the industry • Internet (check reliability) include: • Media • Consumer protection • Tourism associations • Duty of care • Industry associations • Equal employment opportunity • Industry journals • Anti-discrimination • Information services • Workplace relations • Personal observation and experience • Child sex tourism • Colleagues, supervisors and managers 6. Ethical issues impacting to the industry • Industry contacts, mentors and advisors include: • Others • Confidentiality 4. Other industries may include: • Commission procedures • Entertainment • Overbooking • Food production • Pricing • Wine production • Tipping • Recreation • Gifts and services free of charge • Meetings and events • Product recommendations • Retail • Others • Others ASSESSMENT GUIDE ASSESSMENT METHODS This is a core unit that underpins effective For the learner to reach the required standard performance in all other units; combined there should be evidence performance gathered training and assessment may be appropriate: through observation, work evidence and 1. Evidence of ability to source various questioning: information from at least two sources • Observation of practical candidate performance 2. Evidence of ability to source at least three • Oral and written questions different types of information related to work • Third party reports completed by a supervisor performance • Role play 3. Evidence of obtaining and distributing three types of information as required by customers or guests 4. Two examples of conducting work activities in accordance with company legal requirements and ethical standards 5. Two examples of applying industry knowledge and information to the day-to-day operation of the hospitality or tourism business RELEVANT OCCUPATIONS ACCSTP REF All occupational areas in tourism businesses D1.HOT.CL1.08 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 53
18. VIETNAM TOURISM OCCUPATIONAL STANDARDS: ON-SITE TOUR GUIDING COS6. UNIT TITLE: PROVIDE BASIC FIRST AID UNIT DESCRIPTOR This unit covers the competencies required to perform basic first aid in a range of settings within a hospitality and tourism environment. ELEMENTS AND PERFORMANCE CRITERIA E1. Perform immediate lifesaving first aid E3. Adapt first aid procedures for remote pending the arrival of medical aid situations P1. Ensure casualty is comfortable before P8. Care for injured person in remote conditions requesting medical aid until help arrives, including the monitoring of P2. Place unconscious casualty in stable side airway, breathing and heartbeat, the control of position and clear the airways to promote pain, hydration and the maintenance of body breathing in accordance with established first temperature aid procedures P9. Correctly care for casualty with ‘severe injuries’ P3. Stem casualty with external bleeding by in a remote situation, including preparation for following standard first aid procedures transport E2. Apply basic first aid E4. Communicate details of the incident P4. Provide first aid using established first aid P10. Request appropriate medical assistance using procedures and available resources and the most relevant and appropriate equipment communication mechanism P5. Monitor casualty’s condition and respond in P11. Convey details of casualty’s condition and accordance with accepted first aid principles first-aid management activities accurately to P6. Seek first aid assistance from others in a timely emergency services or other personnel manner P12. Prepare reports to supervisors in a timely P7. Record accidents and injuries in accordance manner, presenting all relevant facts with organisational procedures KNOWLEDGE REQUIREMENTS K1. Describe first aid situations that may occur in K7. Describe the DRABC action plan for the the workplace and appropriate first aid action, identification and control of danger, loss of treatments and solutions consciousness and response, loss of airway, K2. List relevant health legislation and procedures breathing and circulation. RED: rest, elevate K3. Explain the priorities of first aid care and direct pressure for bleeding cases K4. Explain first aid procedures for: K8. List the symptoms and signs of the most a. Conducting an initial patient first aid common causes of unconsciousness: assessment a. Poisoning, bites and stings b. Managing injuries b. Sprains and strains c. Carrying out resuscitation techniques c. Fractures (simple, compound and d. Reporting on first aid situations and action complicated) taken d. Dislocated joints K5. Describe techniques for management and e. Head, neck and back injuries care of casualties in various first aid situations, f. Severe internal bleeding including: g. Abdominal, pelvic and chest injuries a. Acute illness and/or injury h. Shock as a result of severe injury b. Wounds and bleeding i. Angina pain, heart attack and heart failure c. Burns j. Burns and associated shock d. Bone, joint and muscle injuries K9. Explain the safety precautions needed to K6. Explain causes of respiratory failure and prevent accidents, illness and injuries and breathing difficulty infection in remote area situations K10. Describe communication techniques related to the provision of first aid © Environmentally & Socially Responsible Tourism Capacity Development Programme 54 funded by the EU
19. VIETNAM TOURISM OCCUPATIONAL STANDARDS: ON-SITE TOUR GUIDING CONDITIONS OF PERFORMANCE AND VARIABLES The unit variables provide advice to interpret the 3. First aid management may include: scope and context of this unit of competence, • Management of external bleeding and shock allowing for differences between organisations and • Management of minor wounds and infection workplaces. It relates to the unit as a whole and control facilitates holistic assessment. • Management of venomous bites and stings/ This unit applies to performing basic first aid poisons/allergic reactions procedures within hotel and tourism businesses • Management of fractures and may include: Front Office, Housekeeping, Food • Management of head and spinal injuries and Beverage Service, Food Preparation, Travel and • Management of airways including asthma Tour Operations, Tour Guiding, On-site Tour Guiding, Tourist Boat Services. 4. First aid may include: • Resuscitation techniques 1. Physical hazards may include: • CPR (Cardio pulmonary resuscitation) technique • Workplace hazards, e.g. machinery, vehicles, • Bleeding and wound care environment • Burns and scalds care • Hazards associated with managing casualty, • Infection control such as being bitten, confused, casualty • Bandaging/splinting becomes violent • Bodily fluids 5. Seek first aid assistance may include: • Risk of further injury to the casualty • Obtaining co-worker support • Obtaining support from first aider 2. Casualty’s vital signs and physical condition • Requesting emergency services assistance are managed for: • Requesting medical assistance • Response, i.e. conscious or unconscious • Following hotel policy (helping guest to buy • Airways, i.e. blocked, likely to become blocked medicine or offering medicine to guests) • Breathing, e.g. regular, irregular, possible problem with lungs 6. Details may relate to: • Circulation, e.g. pulse, heart-beat is strong/ • Casualties conditions weak, or racing pulse • Location • Possible neck or back injury • Assistance provided • Shock • Number of casualties • Allergic reaction/s • Assistance required • Bleeding ASSESSMENT GUIDE ASSESSMENT METHODS This unit will be difficult to assess by observation of This unit may be assessed in a simulated work practices unless there are medical emergencies situation in order to provide experience in that the person is directly involved with in the applying the competencies: workplace. Therefore the most likely method of • Assessment should include practical assessment will be simulation in a controlled demonstration through a simulation activity, environment. supported by a range of methods to assess Assessment should ensure: underpinning knowledge 1. Knowledge of company policies and procedures • Assessment must relate to the individual’s work in regard to administering first aid area or area of responsibility 2. Knowledge of policies and procedures in regard • Knowledge can be tested by oral or written to completing records of first aid questioning 3. Ability to apply the basic principles of admin- • Role play istering first aid in a simulated situation for 3 incidents 4. Ability to carry out necessary procedures to manage a life-threatening situation for 2 incidents 5. Demonstration of CPR and resuscitation techniques on one occasion © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 55
20. VIETNAM TOURISM OCCUPATIONAL STANDARDS: ON-SITE TOUR GUIDING RELEVANT OCCUPATIONS ACCSTP REF All tourism staff working in a variety of businesses D1.HOT.CL1.12 and occupational areas © Environmentally & Socially Responsible Tourism Capacity Development Programme 56 funded by the EU
21. VIETNAM TOURISM OCCUPATIONAL STANDARDS: ON-SITE TOUR GUIDING COS7. UNIT TITLE: PROVIDE SAFETY AND SECURITY UNIT DESCRIPTOR This unit covers the competencies required in being safe in the workplace and being responsible for the safety and security of yourself and others. It is about identifying hazards, minimising risks and contributing to the security of the workplace. ELEMENTS AND PERFORMANCE CRITERIA E1. Minimise risks to people and property in E3. Provide basic security services the workplace P8. Operate basic security equipment in a work P1. Follow agreed safety procedures to minimise place or other establishment risks to people and property P9. Escort, carry and store valuable items P2. Maintain the security of the workplace E4. Recording and reporting hazards and following agreed procedures incidents P3. Ensure your own safety and security and that P10. Report potential hazards in the workplace to of others in your immediate workplace the appropriate person P4. Behave in a way that minimise the risks to P11. Report and record incidents following agreed yourself and others procedures E2. Take action to deal with security and safety risks P5. Take appropriate action in the event of incidents involving the security and safety of self and others P6. Take appropriate measures to ensure you can work safely with aggressive and difficult customers P7. Take appropriate action in the event of identifying the risk of danger to individuals KNOWLEDGE REQUIREMENTS K1. Explain why risks should be assessed and K7. Describe the ways of identifying aggressive reported behaviours and actions to take to ensure own K2. Describe what actions should be taken for safety different types of risks K8. Explain how to identify hazards and report K3. State your personal responsibility for them maintaining safety and security of yourself and K9. List some ways of minimising risks in the others in the workplace workplace K4. Describe the legal responsibilities of employers K10. Explain how to operate basic security and employees in relation to health and safety equipment in work place or other in the workplace establishment K5. Describe your role in maintaining health, safety K11. Describe the process to escort, carry and store and security in your immediate workplace valuable items K6. List the procedures to follow for different K12. List the required reporting arrangements in the emergencies event of accidents and incidents © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 57
22. VIETNAM TOURISM OCCUPATIONAL STANDARDS: ON-SITE TOUR GUIDING CONDITIONS OF PERFORMANCE AND VARIABLES 1. Safety procedures to minimise risks and 6. Escort, carry and store valuable items may provide security to people and property include: would include: • Guest valuables • Procedures issued by the organisation • Valuable equipment such as computers and • Government occupational health and safety cameras legislation • Staff personal property 2. Minimising risks to yourself and others • Others would include: 7. Hazards may include: • Ensuring safety of guests and customers • Lifting and pushing – e.g. handling heavy or • Ensuring you do not take unnecessary risks awkward shaped objects 3. Incidents involving the security and safety • Slips, trips, falls – e.g. slipping on a wet floor or of self and others could include: tripping on uneven surfaces • Fire • Hot surfaces and substances – e.g. hot plates, • Bomb threats pans and splashes from hot oils or liquids • Intruders • Cutting equipment – e.g. knives and electric meat slicers • Theft • Damaged furniture • Weather • Obstructions – e.g. doors, passageways and • Food poisoning rooms • Accidents • Chemicals or cleaning fluids • Others 8. Report and record incidents following 4. Appropriate measures to ensure you can agreed procedures may include: work safely with aggressive and difficult • Incident report form customers may include: • Shift report form • Trying to calm the customer • Official accident or personal injury record • Avoiding confrontation and physical action • Equipment damage form • Calling for help from colleagues or security • Bomb threat report • Involving management • Guest in-house report 5. Basic security equipment in work place or • The most updated duty roster other establishment may include: • Walkie-talkie handsets • Security cameras • Key control • Security boxes • Others © Environmentally & Socially Responsible Tourism Capacity Development Programme 58 funded by the EU
23. VIETNAM TOURISM OCCUPATIONAL STANDARDS: ON-SITE TOUR GUIDING ASSESSMENT GUIDE ASSESSMENT METHODS Where actual incidents have taken place, been Assessment for this unit may be either from actual addressed and reported, evidence from workplace workplace incident reports and supervisor witness supervisors should be included. Otherwise, these statements. competences will need to be assessed through If this cannot be assessed in the workplace, simulation, role play and other activities due to the then assessment would involve: nature of the issues being assessed. • Simulation of emergency situations/role play Evidence should show the person is able to: • Written test or oral questioning of the trainee 1. Take appropriate measures with aggressive and to establish their understanding of the difficult customers on two occasions competences for this unit 2. Operate basic security equipment in a work place or other establishment on one occasion 3. Escort, carry and store valuable items on one occasion 4. Record and report hazards and incidents on two occasions Have knowledge of: 1. Agreed safety procedures to minimise risks to people and property 2. Know how to take action to deal with security and safety risks RELEVANT OCCUPATIONS ACCSTP REF All staff in tourism occupations D1.HSS.CL4.01 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 59
24. VIETNAM TOURISM OCCUPATIONAL STANDARDS: ON-SITE TOUR GUIDING COS8. UNIT TITLE: RESPOND TO EMERGENCIES UNIT DESCRIPTOR This unit covers the competencies required to respond to fire, security threats and medical emergencies . ELEMENTS AND PERFORMANCE CRITERIA E1. Assist with the local implementation of E3. Respond to security threats emergency procedures P10. Manage guests/customers who are displaying P1. Ensure customers are clear that you are fully inappropriate behaviour aware of the main details of the emergency P11. Secure unsecured areas and your role to assist with it P12. Respond to suspicious packages P2. Ensure customers’ morale and goodwill is P13. Respond to bomb threats maintained through the minimisation of any inconvenience E4. Respond to medical emergencies P3. Maintain an appropriate balance between P14. Identify physical hazards and minimize risks to the needs of individuals and the needs of the own and others’ health and safety group as a whole P15. Assess casualty’s vital signs and physical P4. Ensure all people affected by the emergency condition in accordance are kept up to date and offered re-assurance, P16. Apply basic first aid techniques in accordance when necessary with established first aid procedures and available resources and equipment E2. Respond to fire in the premises P17. Monitor casualty’s condition and respond to P5. Establish nature and location of alarm the casualty’s condition in accordance with P6. Contact emergency services and management accepted first aid principles as appropriate P18. Seek first aid assistance from others in a timely P7. Sound the alarm and provide first response manner assistance P8. Assist with evacuation of premises P9. Ensure access and assistance to emergency services upon their arrival KNOWLEDGE REQUIREMENTS K1. Describe steps to take in the event of any K6. Explain what are the objectives of first aid emergency K7. List the main types of injury that may be K2. List the particular tasks that staff may be encountered in the work place expected to perform in the event of an K8. Describe first aid procedures for a variety of evacuation emergency traumas and situations K3. Explain the different types of fire and which K9. Describe in detail what steps should be taken extinguisher class should be used on each for each of the types of injury K4. List the steps to take on discovering a fire and K10. Describe the procedure to adopt when taking a fire hazards in the Front Office area bomb threat call K5. List the steps to be taken on hearing an alarm © Environmentally & Socially Responsible Tourism Capacity Development Programme 60 funded by the EU
25. VIETNAM TOURISM OCCUPATIONAL STANDARDS: ON-SITE TOUR GUIDING CONDITIONS OF PERFORMANCE AND VARIABLES 1. Emergencies may include: 5. Fire detection and fire fighting systems may • Fire include: • Hurricanes, floods, and mudslides • Fire detection devices and systems • Explosion • Portable fire extinguishers • Power Failure • Fire blankets • Civil Disturbance • Sprinkler systems • Mass/Food Poisoning • Fire pumps – main and emergency fire pump • Elevator Break Down • Fire hoses, hydrants • Bomb Threat • Smoke detectors • Other • Alarm bells • Others 2. Emergency numbers should include : • Fire department - 114 6. Using types of extinguishers may include: • Ambulance -115 • Use water extinguishers for carbonaceous fires • Police -113 only • Hotel General Manager • Use dry powder, Co2 and gas extinguishers for • Hotel Security Manager all categories of fire including electrical • Duty manager • Use foam for oil or petrol fires, not electrical • Hotel ERT (Emergency Response Team) list • Fire blankets may be used on all categories 3. Hazards/Risks may include but are not 7. Types of injury can include: limited to: • Small cuts and grazes • Physical hazards: impact, illumination, pressure, • Electric shocks noise, vibration, temperature, radiation • Minor heat burns • Biological hazards: bacteria, viruses, plants, • Chemical burns from acid or alkali parasites, mites, moulds, fungi, insects • Heart attack • Chemical hazards: dusts, fibres, mists, fumes, • A stroke smoke, gasses, vapours • Nervous shock 4. Ergonomic injuries may include: • Others • Psychological factors – over exertion/excessive force, awkward/static positions, fatigue, direct pressure, varying metabolic cycles • Physiological factors – monotony, personal relationships etc © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 61
26. VIETNAM TOURISM OCCUPATIONAL STANDARDS: ON-SITE TOUR GUIDING ASSESSMENT GUIDE ASSESSMENT METHODS Where actual incidents have taken place, been The following methods may be used to assess addressed and reported, evidence from workplace competency for this unit: supervisors should be included. Otherwise, these • Case study competences will need to be assessed through • Observation of practical candidate performance simulation, role play and other activities due to the • Practical exercises nature of the issues being assessed. • Role plays Evidence should show (through direct • Oral and written questions observation or simulation) that the person is • Problem solving able to: • Third party reports completed by a supervisor 1. Give guests instructions as to where to find the nearest exit in the event of emergency on two occasions. 2. Use the correct fires extinguisher on the correct type of fire (simulation) on one occasion 3. Communicate effectively with others as required during fire prevention activities and fire emergencies (simulation) on one occasion 4. Demonstrate first aid procedures for two emergency situations (simulation) 5. Recognise and know how to deal with security threats (oral or written test) RELEVANT OCCUPATIONS ACCSTP REF All tourism occupations D1.FO.CL2.03 © Environmentally & Socially Responsible Tourism Capacity Development Programme 62 funded by the EU
27. VIETNAM TOURISM OCCUPATIONAL STANDARDS: ON-SITE TOUR GUIDING GES2. UNIT TITLE: RECEIVE AND RESOLVE COMPLAINTS UNIT DESCRIPTOR This unit covers the competencies required to receive and resolve customer complaints in a range of settings within the hospitality and tourism industry workplace. ELEMENTS AND PERFORMANCE CRITERIA E1. Identify and analyse the complaint E3. Determine action and resolve complaint P1. Receive and accurately record a verbal complaint P8. Agree and confirm action to resolve the using active listening and empathy techniques complaint with the customer P2. Identify through appropriate communication P9. Demonstrate a commitment to the customer techniques the exact nature of the customer’s to resolve the complaint complaint P10. Inform customer of outcome of investigation of P3. Maintain register or complaint file in accordance complaint with procedures E4. Refer significant complaints E2. Respond to complaints P11. Identify complaints that require referral to P4. Reassure the customer that their complaint will other personnel, managers or external parties be handled as quickly as possible in order to P12. Refer complaint to appropriate personnel for resolve the problem follow-up in accordance with individual level of P5. Process complaint in accordance with responsibility organisation standards, policies and procedures P13. Forward all necessary documentation including P6. Obtain and review documentation in relation to investigation reports to appropriate personnel complaint P14. Escalate complaints which cannot be resolved P7. Update register of complaints to an appropriate person KNOWLEDGE REQUIREMENTS K1. Describe different types of common complaints K5. Relate how to maintain a register or complaint K2. Describe the process for handling a simple file in accordance with procedures complaint K6. Explain the process for resolving a customer K3. Describe the factors in considering handling problem and informing the customer of the guests from different cultures outcome of investigation of complaint K4. Explain how to record a verbal complaint using K7. Explain the procedure for referring significant active listening and empathy techniques complaints © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 63
28. VIETNAM TOURISM OCCUPATIONAL STANDARDS: ON-SITE TOUR GUIDING CONDITIONS OF PERFORMANCE AND VARIABLES This unit applies to complaints received by any 3. Organisational standards, policies and department in the hotel, restaurant or tour and procedures may include: travel company. • Complaint handling procedures 1. Complaints may be related to any • Organisational standard report forms expression of dissatisfaction with service by • Job descriptions a customer and could include: • Code of ethics • Written complaints, e.g. letter, email, on • Quality systems, standards and guidelines website, through social media etc. • Insurance/liabilities policies • Complaint or feedback form 4. Inform customer of outcome may include: • Verbal, face-to-face and over the telephone • Providing documentation and/or evidence that 2. Appropriate communication techniques may supports customer complaint be: • Information (verbal or written) that directly • The use of active listening with open and closed relates to the complaint being investigated questions • Information (verbal or written) that is presented • Speaking clearly and concisely and using in a calm and accurate manner appropriate language and tone of voice 5. Appropriate person may include: • Giving customers full attention by maintaining • Immediate superior within the organisational eye contact in face-to face interactions hierarchy • Note-taking during the conversation • Specialist customer service staff ASSESSMENT GUIDE ASSESSMENT METHODS For the learner to reach the required standard This unit may be assessed on or off the job: there should be evidence performance • Assessment should include practical gathered through observing the work for: demonstration of complaint resolution 1. At least two types of customers processes either in the workplace or through 2. At least two types of complaints a simulation activity, supported by a range of 3. At least two types of communication methods methods to assess underpinning knowledge 4. At least two examples of information provided • Assessment must relate to the individual’s work to customers area or area of responsibility The following methods may be used to assess competency for this unit: • Case studies • Observation of practical candidate performance • Oral and written questions • Portfolio evidence • Problem solving • Role plays • Third party reports completed by a supervisor • Project and assignment work RELEVANT OCCUPATIONS ACCSTP REF All customer-facing staff in hotels, restaurants or D1.HOT.CL1.11 travel and tour operator companies, e.g. Guest Service Agent, Receptionist, Cashier, Concierge, Supervisor © Environmentally & Socially Responsible Tourism Capacity Development Programme 64 funded by the EU
29. VIETNAM TOURISM OCCUPATIONAL STANDARDS: ON-SITE TOUR GUIDING GES9. UNIT TITLE: DEVELOP GUEST RELATIONSHIPS UNIT DESCRIPTOR This unit covers the competencies required to start conversations and develop good relationships with guests or customers. ELEMENTS AND PERFORMANCE CRITERIA E1. Meet and greet guests E3. Participate in a short, informal conversation P1. Welcome guests appropriately with guests P2. Introduce self and others P9. Start a conversation using appropriate topics P3. Ask questions to involve guests P10. Demonstrate turn taking techniques to hold and relinquish turns in a conversation E2. Respond to guests’ questions or requests P11. Show interest in what a speaker is saying P4. Answer questions clearly and honestly P12. Interrupt a conversation politely P5. Request repetition or clarification of questions P13. Close a conversation politely or requests P6. Offer to fulfil guest’s request in a timely manner P7. Provide explanation and apologize if unable to answer questions or fulfil requests on the spot and promise to answer in certain time. P8. Offer to seek help from other sources if unable to fulfil guest’s request/s or answer questions KNOWLEDGE REQUIREMENTS K1. Meet and greet guests warmly K5. Explain how to talk about events in the past, K2. Explain how to hold a short conversation with present and future guests using turn taking techniques K6. Describe how to identify potential taboo topics K3. Explain the usage of correct open and closed that may cause offence to guests question forms, including the use of auxiliary K7. Explain how to use a range of functions when verbs , “wh” questions and question tags to responding to guests’ questions and requests involve guests in conversations K4. Describe how to discuss a range of topics CONDITIONS OF PERFORMANCE AND VARIABLES 1. Developing guest relationships can include: 2. Developing appropriate personal manner • Giving information and advice and behaviour includes: • Giving advice • Offering opinions • Making suggestions • Agreeing and disagreeing politely • Asking questions • Apologising • Giving directions • Promising to follow up a request • Giving instructions • Giving factual information • Giving explanations • Considering culture differences © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 65
30. VIETNAM TOURISM OCCUPATIONAL STANDARDS: ON-SITE TOUR GUIDING ASSESSMENT GUIDE ASSESSMENT METHODS Performance assessment must include: Suitable assessment methods may include: 1. Evidence of at least three occasions of greeting • Observation of practical candidate performance guests appropriately should be observed or • Interviews documented • Role plays 2. At least three occasions of responding to guests’ questions or requests should be observed or documented 3. At least three occasions of participating in a short, informal conversation with guests and demonstrating appropriate personal manner and behaviour should be observed or documented Knowledge assessment by documented oral questioning or written questions RELEVANT OCCUPATIONS ACCSTP REF All staff who interact with guests or customers in D2.TTG.CL3.14 tourism © Environmentally & Socially Responsible Tourism Capacity Development Programme 66 funded by the EU
31. VIETNAM TOURISM OCCUPATIONAL STANDARDS: ON-SITE TOUR GUIDING GES10. UNIT TITLE: PREPARE AND PRESENT REPORTS UNIT DESCRIPTOR This unit covers the competencies required to develop, produce and present a range of reports used by the tourism and hospitality industry. ELEMENTS AND PERFORMANCE CRITERIA E1. Prepare various types of reports E2. Present various types of reports P1. Develop report to specifications as required P5. Distribute reports according to internal P2. Identify sources of data and access report data requirements that underpins the final report objective(s) P6. Deliver a verbal presentation in support of the P3. Process data for inclusion in the report report P4. Produce the report KNOWLEDGE REQUIREMENTS K1. Describe the different types of reports used K4. Explain how to ensure reports and other in your organisation and the purposes of each documents are clear and readable report K5. Describe the ways in which you can produce K2. Describe how to format reports or other diagrams, tables and graphics to make reports documents used in your organisation more readable and understandable K3. Describe the principles of confidentiality and K6. Explain the steps you need to take to prepare security in relation to internal documentation for and deliver a verbal presentation and reports CONDITIONS OF PERFORMANCE AND VARIABLES 1. Develop report to specifications may 3. Access report data may include: include: • Authorising release of relevant data and/or • Clarifying report objectives with relevant information that is commercial-in-confidence personnel and/or key stakeholders • Ensuring information from all available sources • Planning the final content of the report, of data has been obtained including developing rationales for omitting • Verifying accuracy and currency of data, as far certain information as is possible • Planning the format of the report, unless a • Examining available data standardised format exists • Examining systems to establish data limitations • Matching the report to the identified report • Others objectives 4. Analyse data for inclusion may include: 2. Sources of data may include: • Ensuring report data is analysed in such a way • Field work that the process meets organisational • Research materials objectives and requirements, which may • Published books include: • Academic reports a. Timelines • Industry reports b. Policy documentation requirements • Colleagues c. Verbal and written instructions given in • Computerised databases relation to activities related to data • Internet searches and specific websites analysis • Newspapers and journals d. Internal control guidelines • Industry publications e. Computer system documentation • Industry specialists and experts • Identifying the required and most applicable • Others format as identified by the organisation • Others © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 67
32. VIETNAM TOURISM OCCUPATIONAL STANDARDS: ON-SITE TOUR GUIDING CONDITIONS OF PERFORMANCE AND VARIABLES 5. Produce the reports may include: 8. Distribute reports may include: • Entering the required data into the report • Completing and circulating reports in keeping • Editing data as required with policy guidelines that apply • Saving, filing, sending and printing the reports • Hand delivering reports directly to nominated individuals 6. Using advanced functions to ensure • Placing hard copy reports into designated completion of the task, which may include: locations such as pigeon holes • Creating AutoText • Forwarding electronic copies of reports • Templates according to a distribution list • Macros • Observing security and confidentiality • Table of contents requirements • Index • Obtaining signature to prove report has been • Newspaper columns delivered and received • Glossaries • Including reports with other nominated material • Scanning as part of meeting and/or briefing papers • Importing data, such as tables, graphs and • Ensuring reports are received in sufficient time charts from spread sheets to enable them to be read and digested by the • Others user prior to a nominated meeting, or other decision-making event 7. Meeting designated timeline requirements, which may include: 9. Deliver a verbal presentation may include: • As agreed with supervisors and management • Ensuring language and tone is appropriate to • Nominated organisational deadlines as the audience specified in policies, by operational imperatives • Providing full, or short-form, hard copies of the and as determined by traditional practice report at the presentation • Deadlines negotiated with individual end-users • Ensuring presentation is organised logically and/or persons requesting the report and is structured and balanced according to • Inserting information from other files as purpose, audience and context necessary, including scanning and data • Generating and/or acquiring physical resources importing for use in supplementing and/or illustrating the • Checking report for spelling, grammar and presentation numeric data • Adhering to industry and/or organisational • Proof reading reports for validity, reliability, standards in relation to the verbal presentation accuracy of contents, consistency of layout and • Practicing and polishing the presentation structure, applicable language and style • Ensuring the report accords with organisational standards relating to formatting and other standards • Ensuring the contents of the report reflect the stated objectives for the report and address the key management and operational requirements, as well as providing relevant and supporting ancillary information • Making modifications to reports on the basis of errors, omissions, or inconsistencies identified during proof reading and checking activities • Presenting report to nominated person for approval prior to final printing, where appropriate • Printing the report • Binding the report • Saving and filing the report • Making back-up copies of files and reports, as necessary and in keeping with organisational requirements © Environmentally & Socially Responsible Tourism Capacity Development Programme 68 funded by the EU
33. VIETNAM TOURISM OCCUPATIONAL STANDARDS: ON-SITE TOUR GUIDING ASSESSMENT GUIDE ASSESSMENT METHODS Performance assessment must include: Suitable assessment methods may include: 1. Preparation of at least two types of reports • Analysis of a portfolio of documents prepared 2. Two occasions when at least two verbal by the candidate presentations are made • Evaluation of the presentation made to support the reports(s) • Oral and written questions • Third party reports completed by a supervisor • Project and assignment work • Observation of practical candidate performance RELEVANT OCCUPATIONS ACCSTP REF All areas within tourism D1.HGA.CL6.08 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 69
34. VIETNAM TOURISM OCCUPATIONAL STANDARDS: ON-SITE TOUR GUIDING GES12. UNIT TITLE: APPLY RESPONSIBLE TOURISM PRINCIPLES UNIT DESCRIPTOR This unit covers the competencies required to apply responsible tourism principles in a tourism environment. ELEMENTS AND PERFORMANCE CRITERIA E1. Apply green organisation principles E3. Update responsible tourism knowledge P1. Contribute to energy saving P8. Take action to receive information from P2. Reduce paper and printing relevant parties P3. Increase recycling whenever possible P9. Save and share new information P4. Apply organisational procedures for saving water P10. Incorporate new knowledge into existing and minimizing/classifying/separating waste activities E2. Contribute to responsible tourism activities P5. Support responsible tourism activities in the workplace P6. Promote and communicate responsible tourism activities to customers P7. Encourage suppliers to adopt responsible tourism principles KNOWLEDGE REQUIREMENTS K1. List and explain the importance of applying K6. Describe the promotion channels and tools for green office principles responsible tourism activities K2. Describe the procedures for energy K7. List and describe the ways of interacting with consumption reduction within an organisation customers by promoting responsible tourism K3. Define the significance of water saving and activities minimizing/classifying/separating waste at an K8. Describe ways in which suppliers can organisational level implement responsible tourism practices K4. Explain how to apply responsible tourism K9. Explain how to organise and make use of principles to practice responsible tourism information K5. List and describe responsible tourism information sources © Environmentally & Socially Responsible Tourism Capacity Development Programme 70 funded by the EU
35. VIETNAM TOURISM OCCUPATIONAL STANDARDS: ON-SITE TOUR GUIDING CONDITIONS OF PERFORMANCE AND VARIABLES 1. Principles of responsible tourism include: 4. Apply responsible tourism themes and • Use natural resources optimally concepts may include: • Respect and conserve socio-cultural • Following the preservation of nature, narrowing authenticity the hazardous impact, timing or location of the • Ensure viable, long-term economic benefits to activity all stakeholders • Presenting responsible tourism information such as re-using towels, saving water, and 2. Organisational procedures and themes may informing guests or customers about physical include: resources scarceness • Usage of solar or renewable energies where appropriate 5. Promote prepared responsible tourism • Reducing emissions of greenhouse gases activities may include: • Reducing use of non-renewable resources • Including the responsible tourism activity in new or existing advertisements, packages and • Making more efficient use of resources, energy itineraries and water • Erecting signage to support the activity • Maximising opportunities to re-use, recycle and reclaim materials • Notifying co-workers and suppliers in relation to the activity 3. Identifying strategies to offset or mitigate environmental impacts include: • Energy conservation • Reducing chemical use • Reducing material consumption • Eliminating the use of hazardous and toxic materials ASSESSMENT GUIDE ASSESSMENT METHODS Performance assessment must include: Suitable assessment methods may include: 1. At least one responsible tourism activity • Observation of practical performance conducted (and recorded by documentary • Portfolio of responsible tourism activities such evidence or observation) in the hotel or travel/ as information material, hand-outs, tour company commentaries and other 2. At least two cases of responsible tourism • Feedback from people who have participated in promotion in the hotel or travel/tour company responsible tourism activity 3. At least one organisational procedure on green • Role play office/green hotel principles applied • Oral and written questions. RELEVANT OCCUPATIONS ACCSTP REF All staff in tourism organisations N/A © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 71