Tiêu chuẩn nghề Du lịch Việt Nam - Tour Guiding (Phần 1)

Nội dung text: Tiêu chuẩn nghề Du lịch Việt Nam - Tour Guiding (Phần 1)

1. MINISTRY OF CULTURE, SPORTS AND TOURISM VIETNAM NATIONAL ADMINISTRATION OF TOURISM VIETNAM TOURISM OCCUPATIONAL STANDARDS TOUR GUIDING Hanoi, 2015
2. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TOUR GUIDING ACKNOWLEDGEMENTS: The Vietnam Tourism Occupational Standards for 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: 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 6 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
4. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TOUR GUIDING CONTENTS ACKNOWLEDGEMENTS 5 GLOSSARY 6 CONTENTS 7 I. INTRODUCTION 11 VTOS DEVELOPMENT METHODOLOGY 11 VTOS LEVELS AND QUALIFICATIONS 12 VTOS COMPETENCY UNITS 13 UNIT STRUCTURE 14 II. TOUR GUIDING OCCUPATIONS 16 LIST OF UNITS OF COMPETENCE 17 TOUR GUIDING QUALIFICATIONS 20 III. DETAILED STANDARDS 27 TGS1.1. UNIT TITLE: PROVIDE TOUR ESCORT DUTIES 27 TGS1.2. UNIT TITLE: PREPARE SELF FOR TOUR GUIDING 29 TGS2.1. UNIT TITLE: CONDUCT ORIENTATION ABOUT TOUR PROGRAMMES 31 TGS2.2. UNIT TITLE: APPLY KNOWLEDGE OF VIETNAM TO TOUR GUIDE PREPARATION 33 TGS2.3. UNIT TITLE: ACCOMPANY AND GUIDE VISITORS IN ACCORDANCE WITH THE TOUR ITINERARY 35 TGS2.4. UNIT TITLE: PREPARE RESPONSIBLE AND SUSTAINABLE TOURISM ACTIVITIES 37 TGS2.5. UNIT TITLE: PRESENT SPECIALIZED TOUR COMMENTARY TO CUSTOMERS 39 TGS2.6. UNIT TITLE: PLAN AND DELIVER ON-SITE ENTERTAINMENT AND GUIDANCE 41 TGS2.7. UNIT TITLE: PROVIDE PRACTICAL ASSISTANCE TO CUSTOMERS 43 TGS2.8. UNIT TITLE: PRESENT CULTURAL AND HERITAGE ENVIRONMENT EXPERIENCE 45 TGS2.9. UNIT TITLE: HANDLE TRAVEL ARRANGEMENTS FOR VISITORS 47 TGS2.10. UNIT TITLE: PREPARE TOUR ACCOUNTS 49 TGS3.1. UNIT TITLE: IDENTIFY AND ASSESS THE NEEDS AND EXPECTATIONS OF DIFFERENT TYPES OF CUSTOMERS 51 TGS3.2. UNIT TITLE: ARRANGE TRAVEL ITINERARIES 53 TGS3.3. UNIT TITLE: PREPARE AND ORGANISE RESPONSIBLE AND SUSTAINABLE TOURISM ACTIVITIES 55 TGS3.4. UNIT TITLE: PREPARE A TOUR 57 TGS3.5. UNIT TITLE: CONDUCT AND FINALIZE A TOUR 60 TGS3.6. UNIT TITLE: RESEARCH AND IMPROVE INFORMATION RELEVANT TO TOUR ITINERARY 63 TGS3.7. UNIT TITLE: PLAN AND IMPROVE SPECIALIZED TOUR COMMENTARY TO CUSTOMERS 65 TGS3.8. UNIT TITLE: PLAN AND EVALUATE ON-SITE ENTERTAINMENT AND GUIDANCE 67 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 7
5. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TOUR GUIDING TGS3.9. UNIT TITLE: PROVIDE PRACTICAL ASSISTANCE TO CUSTOMERS AND HANDLE ON-SITE PROBLEMS 69 TGS3.10. UNIT TITLE: HANDLE TRANSPORT AND FACILITIES 71 TGS3.11. UNIT TITLE: BUILD, MAINTAIN AND DEVELOP RELATIONSHIPS WITH TOUR PROGRAMME STAKEHOLDERS 73 TGS3.12. UNIT TITLE: PROCESS LANDSCAPES OF INTEREST WITHIN A LOCAL REGION 75 TGS3.13. UNIT TITLE: PREPARE, CONDUCT AND FINALIZE A SPECIAL INTEREST TOUR 77 TGS3.14. UNIT TITLE: PREPARE A CLIENT AND TOUR REPORT 79 TGS3.15. UNIT TITLE: PREPARE CULTURAL AND HERITAGE ENVIRONMENT EXPERIENCE 81 HRS7. UNIT TITLE: PROVIDE ON-THE-JOB COACHING 84 HRS8. UNIT TITLE: DELIVER A GROUP TRAINING SESSION 87 HRS10. UNIT TITLE: PLAN, ALLOCATE AND MONITOR WORK OF A TEAM 90 GAS5. UNIT TITLE: PLAN, MANAGE AND CONDUCT MEETINGS 94 CMS4. UNIT TITLE: MANAGE SPECIAL EVENTS 97 FMS4. UNIT TITLE: PREPARE AND ANALYSE FINANCIAL STATEMENTS AND REPORTS 100 SCS2. UNIT TITLE: MANAGE INCIDENTS AND EMERGENCIES 103 TGS4.1. UNIT TITLE: ASSESS AND IMPROVE A TOUR PRODUCT 106 TGS4.2. UNIT TITLE: ASSESS AND IMPROVE RESPONSIBLE AND SUSTAINABLE TOURISM ACTIVITIES 109 TGS4.3. UNIT TITLE: MONITOR A TOUR PROGRAMME 111 TGS4.4. UNIT TITLE: EVALUATE AND IMPROVE A TOUR PROGRAMME 113 TGS4.5. UNIT TITLE: ANALYSE LANDSCAPES OF INTEREST WITHIN A LOCAL REGION 115 TGS4.6. UNIT TITLE: ANALYSE AND IMPROVE RELATIONS TO LOCAL STAKEHOLDERS 117 TGS4.7. UNIT TITLE: MONITOR TRANSPORT AND FACILITIES 119 TGS4.8. UNIT TITLE: MANAGE A CLIENT AND TOUR REPORT 121 RTS4.1. UNIT TITLE: ADOPT GREEN OFFICE PRINCIPLES 123 RTS4.5. UNIT TITLE: ENSURE CUSTOMERS ARE AWARE OF RESPONSIBLE TOURISM POLICIES 126 RTS4.6. UNIT TITLE: MAINTAIN RESPONSIBLE TOURISM PRACTICES 129 HRS1. UNIT TITLE: IDENTIFY STAFF DEVELOPMENT NEEDS 132 HRS4. UNIT TITLE: INITIATE AND FOLLOW DISCIPLINARY PROCEDURES 135 HRS5. UNIT TITLE: RECRUIT, SELECT AND RETAIN STAFF 138 HRS6. UNIT TITLE: HANDLE STAFF GRIEVANCES AND RESOLVE PROBLEMS 142 HRS11. UNIT TITLE: IMPLEMENT OCCUPATIONAL HEALTH AND SAFETY PRACTICES 145 FMS1. UNIT TITLE: PREPARE BUDGETS 148 FMS3. UNIT TITLE: MANAGE BUDGETS 151 GAS1. UNIT TITLE: MANAGE PHYSICAL RESOURCES 154 GAS6. UNIT TITLE: MANAGE DAILY OPERATIONS 157 CMS1. UNIT TITLE: MANAGE QUALITY SERVICE AND CUSTOMER SATISFACTION 159 CMS2. UNIT TITLE: COORDINATE MARKETING ACTIVITIES 163 TGS5.1. UNIT TITLE: COORDINATE TOUR PROGRAMME MARKETING STRATEGIES 166 TGS5.2. UNIT TITLE: MANAGE AND FACILITATE AN EXTENDED TOUR EXPERIENCE 168 RTS5.5. UNIT TITLE: SUPERVISE THE APPLICATION OF RESPONSIBLE TOURISM PRINCIPLES 171 8 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
6. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TOUR GUIDING HRS2. UNIT TITLE: PLAN THE WORKFORCE 174 GAS2. UNIT TITLE: OPTIMISE EFFECTIVE USE OF TECHNOLOGY 177 GAS3. UNIT TITLE: ESTABLISH POLICIES AND PROCEDURES 180 COS1. UNIT TITLE: USE THE TELEPHONE IN THE WORKPLACE 183 COS3. UNIT TITLE: COMPLETE ROUTINE ADMINISTRATIVE TASKS 185 COS4. UNIT TITLE: USE ENGLISH AT A BASIC OPERATIONAL LEVEL 187 COS5. UNIT TITLE: MAINTAIN INDUSTRY KNOWLEDGE 189 COS6. UNIT TITLE: PROVIDE BASIC FIRST AID 191 COS7. UNIT TITLE: PROVIDE SAFETY AND SECURITY 194 COS9. UNIT TITLE: APPLY INFORMATION AND COMMUNICATION TECHNOLOGY KNOWLEDGE 197 GES2. UNIT TITLE: RECEIVE AND RESOLVE COMPLAINTS 199 GES4. UNIT TITLE: PROCESS FINANCIAL TRANSACTIONS 201 GES9. UNIT TITLE: DEVELOP GUEST RELATIONSHIPS 203 GES10. UNIT TITLE: PREPARE AND PRESENT REPORTS 205 GES11. UNIT TITLE: ORGANISE TOURS AND EXCURSIONS 208 GES12. UNIT TITLE: APPLY RESPONSIBLE TOURISM PRINCIPLES 210 GES13. UNIT TITLE: MONITOR FACILITIES AND OPERATIONS TO ENSURE CHILD PROTECTION 212 GES15. UNIT TITLE: DEAL WITH INTOXICATED AND UNAUTHORIZED PERSONS 214 GES16. UNIT TITLE: PREPARE BUSINESS DOCUMENTS IN ENGLISH 217 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 9
7. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TOUR GUIDING 10 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
8. VIETNAM TOURISM OCCUPATIONAL STANDARDS: 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 11
9. VIETNAM TOURISM OCCUPATIONAL STANDARDS: 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. 12 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
10. VIETNAM TOURISM OCCUPATIONAL STANDARDS: 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 13
11. VIETNAM TOURISM OCCUPATIONAL STANDARDS: 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. 14 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
12. VIETNAM TOURISM OCCUPATIONAL STANDARDS: 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 15
13. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TOUR GUIDING II. TOUR GUIDING OCCUPATIONS The Vietnam Tourism Occupational Standards (VTOS) for Tour Guiding cover all tour guiding jobs at five levels from Assistant tour guide (Level 1) to Tour Manager (Level 5). The VTOS Tour Guiding standards have also taken account of local tour environments and specialist area such as onsite tour guiding. Tour guides lead groups of visitors through points of historical, cultural or regional interest. They provide in-depth knowledge about destinations frequented by international and domestic tourists and travellers. Tour guides are often trained on-the-job, but many also graduate from college or university, with a diploma in tour guiding or degree in tourism. In Vietnam all official tour guides need to have a professional license in order to practice and be recognised by the government. International Tour Guide Licenses are granted by VNAT (Vietnam National Tourism Administration). Tour guides work for tour and travel companies or hotels as seasonal workers, independent contractors or full-time employees. They may lead walking tours, driving tours, boat cruises, national parks, heritage tours, museums or other regional points of interest. Tour guides must be able to retain historical facts, dates and anecdotes, and then relay that information to visitors in an entertaining, informative way. They must often be able to speak English or other foreign languages, especially if they are leading inbound tours. In Vietnam, Heritage Specialist Guides and Onsite Tour Guides play an important role in promoting responsible and sustainable tourism and in focusing on the areas of cultural, religious and heritage tourism. Typical jobs include: Entry level jobs: Assistant Guide; Trainee Tour Guide; Trainee Tour Leader; Trainee Local Guide; Trainee Eco-Tour Guide; Trainee Driver Guide; Mid Level jobs:: Tour Guide; Tour Leader; Local Guide; Eco-Tour Guide; Driver Guide; Resort Representatives; Heritage Specialist Guide; Onsite Tour Guide Senior Level jobs: Senior Tour Guide; Tour Leader; Tour Manager; Tour Supervisor 16 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
14. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TOUR GUIDING LIST OF UNITS OF COMPETENCE Levels Ref Unit No Unit Title Core Generic 1 2 3 4 5 1 TGS1.1 PROVIDE TOUR ESCORT DUTIES  2 TGS1.2 PREPARE SELF FOR TOUR GUIDING  CONDUCT ORIENTATION ABOUT TOUR 3 TGS2.1  PROGRAMMES APPLY KNOWLEDGE OF VIETNAM TO TOUR GUIDE 4 TGS2.2  PREPARATION ACCOMPANY AND GUIDE VISITORS IN 5 TGS2.3  ACCORDANCE WITH THE TOUR ITINERARY PREPARE RESPONSIBLE AND SUSTAINABLE 6 TGS2.4  TOURISM ACTIVITIES PRESENT SPECIALIZED TOUR COMMENTARY TO 7 TGS2.5  CUSTOMERS PLAN AND DELIVER ON-SITE ENTERTAINMENT AND 8 TGS2.6  GUIDANCE 9 TGS2.7 PROVIDE PRACTICAL ASSISTANCE TO CUSTOMERS  PRESENT CULTURAL AND HERITAGE 10 TGS2.8  ENVIRONMENT EXPERIENCE 11 TGS2.9 HANDLE TRAVEL ARRANGEMENTS FOR VISITORS  12 TGS2.10 PREPARE TOUR ACCOUNTS  IDENTIFY AND ASSESS THE NEEDS AND 13 TGS3.1 EXPECTATIONS OF DIFFERENT TYPES OF  CUSTOMERS 14 TGS3.2 ARRANGE TRAVEL ITINERARIES  PREPARE AND ORGANIZE RESPONSIBLE AND 15 TGS3.3  SUSTAINABLE TOURISM ACTIVITIES 16 TGS3.4 PREPARE A TOUR  17 TGS3.5 CONDUCT AND FINALIZE A TOUR  RESEARCH AND IMPROVE INFORMATION 18 TGS3.6  RELEVANT TO TOUR ITINERARY PLAN AND IMPROVE SPECIALIZED TOUR 19 TGS3.7  COMMENTARY TO CUSTOMERS PLAN AND EVALUATE ON-SITE ENTERTAINMENT 20 TGS3.8  AND GUIDANCE PROVIDE PRACTICAL ASSISTANCE TO CUSTOMERS 21 TGS3.9  AND HANDLE ON-SITE PROBLEMS 22 TGS3.10 HANDLE TRANSPORT AND FACILITIES  BUILD, MAINTAIN AND DEVELOP RELATIONSHIPS 23 TGS3.11  WITH TOUR PROGRAMME STAKEHOLDERS PROCESS LANDSCAPES OF INTEREST WITHIN A 24 TGS3.12  LOCAL REGION PREPARE, CONDUCT AND FINALIZE A SPECIAL 25 TGS3.13  INTEREST TOUR 26 TGS3.14 PREPARE A CLIENT AND TOUR REPORT  PREPARE CULTURAL AND HERITAGE 27 TGS3.15  ENVIRONMENT EXPERIENCE 28 HRS7 PROVIDE ON-THE-JOB COACHING  29 HRS8 DELIVER A GROUP TRAINING SESSION  30 HRS10 PLAN, ALLOCATE AND MONITOR WORK OF A TEAM  © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 17
15. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TOUR GUIDING Levels Ref Unit No Unit Title Core Generic 1 2 3 4 5 31 GAS5 PLAN, MANAGE AND CONDUCT MEETINGS  32 CMS4 MANAGE SPECIAL EVENTS  PREPARE AND ANALYSE FINANCIAL STATEMENTS 33 FMS4  AND REPORTS 34 SCS2 MANAGE INCIDENTS AND EMERGENCIES  35 TGS4.1 ASSESS AND IMPROVE A TOUR PRODUCT  ASSESS AND IMPROVE RESPONSIBLE AND 36 TGS4.2  SUSTAINABLE TOURISM ACTIVITIES 37 TGS4.3 MONITOR A TOUR PROGRAMME  38 TGS4.4 EVALUATE AND IMPROVE A TOUR PROGRAMME  ANALYSE LANDSCAPES OF INTEREST WITHIN A 39 TGS4.5  LOCAL REGION ANALYSE AND IMPROVE RELATIONS TO LOCAL 40 TGS4.6  STAKEHOLDERS 41 TGS4.7 MONITOR TRANSPORT AND FACILITIES  42 TGS4.8 MANAGE A CLIENT AND TOUR REPORT  43 RTS4.1 ADOPT GREEN OFFICE PRINCIPLES  ENSURE CUSTOMERS ARE AWARE OF RESPONSIBLE 44 RTS4.5  TOURISM POLICIES 45 RTS4.6 MAINTAIN RESPONSIBLE TOURISM PRACTICES  46 HRS1 IDENTIFY STAFF DEVELOPMENT NEEDS  47 HRS4 INITIATE AND FOLLOW DISCIPLINARY PROCEDURES  48 HRS5 RECRUIT, SELECT AND RETAIN STAFF  HANDLE STAFF GRIEVANCES AND RESOLVE 49 HRS6  PROBLEMS IMPLEMENT OCCUPATIONAL HEALTH AND SAFETY 50 HRS11  PRACTICES 51 FMS1 PREPARE BUDGETS  52 FMS3 MANAGE BUDGETS  53 GAS1 MANAGE PHYSICAL RESOURCES  54 GAS6 MANAGE DAILY OPERATIONS  MANAGE QUALITY SERVICE AND CUSTOMER 55 CMS1  SATISFACTION 56 CMS2 COORDINATE MARKETING ACTIVITIES  COORDINATE TOUR PROGRAMME MARKETING 57 TGS5.1  STRATEGIES MANAGE AND FACILITATE AN EXTENDED TOUR 58 TGS5.2  EXPERIENCE SUPERVISE THE APPLICATION OF RESPONSIBLE 59 RTS5.5  TOURISM PRINCIPLES 60 HRS2 PLAN THE WORKFORCE  61 GAS2 OPTIMISE EFFECTIVE USE OF TECHNOLOGY  62 GAS3 ESTABLISH POLICIES AND PROCEDURES  63 COS1 USE THE TELEPHONE IN THE WORKPLACE  64 COS3 COMPLETE ROUTINE ADMINISTRATIVE TASKS  18 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
16. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TOUR GUIDING Levels Ref Unit No Unit Title Core Generic 1 2 3 4 5 65 COS4 USE ENGLISH AT A BASIC OPERATIONAL LEVEL  66 COS5 MAINTAIN INDUSTRY KNOWLEDGE  67 COS6 PROVIDE BASIC FIRST AID  68 COS7 PROVIDE SAFETY AND SECURITY  APPLY INFORMATION AND COMMUNICATION 69 COS9  TECHNOLOGY KNOWLEDGE 70 GES2 RECEIVE AND RESOLVE COMPLAINTS  71 GES4 PROCESS FINANCIAL TRANSACTIONS  72 GES9 DEVELOP GUEST RELATIONSHIPS  73 GES10 PREPARE AND PRESENT REPORTS  74 GES11 ORGANIZE TOURS AND EXCURSIONS  75 GES12 APPLY RESPONSIBLE TOURISM PRINCIPLES  MONITOR FACILITIES AND OPERATIONS TO 76 GES13  ENSURE CHILD PROTECTION DEAL WITH INTOXICATED AND UNAUTHORIZED 77 GES15  PERSONS 78 GES16 PREPARE BUSINESS DOCUMENTS IN ENGLISH  © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 19
17. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TOUR GUIDING TOUR GUIDING QUALIFICATIONS Cert No Occupational Qualifications Level CTE1 Certificate in Tour Escort 1 CTG2 Certificate in Tour Guiding 2 CTG3 Certificate in Tour Guiding 3 DTGM4 Diploma in Tour Guiding Management 4 ADTGM5 Advanced Diploma in Tour Guiding Management 5 20 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
18. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TOUR GUIDING CTE1 - Certificate in Tour Escorting Level 1 (13 Units) Levels Ref Unit No Unit Title Core Generic 1 2 3 4 5 1 TGS1.1 PROVIDE TOUR ESCORT DUTIES  2 TGS1.2 PREPARE SELF FOR TOUR GUIDING  ACCOMPANY AND GUIDE VISITORS IN ACCORDANCE 3 TGS2.3  WITH THE TOUR ITINERARY 4 TGS2.7 PROVIDE PRACTICAL ASSISTANCE TO CUSTOMERS  5 COS1 USE THE TELEPHONE IN THE WORKPLACE  6 COS4 USE ENGLISH AT A BASIC OPERATIONAL LEVEL  7 COS5 MAINTAIN INDUSTRY KNOWLEDGE  8 COS6 PROVIDE BASIC FIRST AID  9 COS7 PROVIDE SAFETY AND SECURITY  APPLY INFORMATION AND COMMUNICATION 10 COS9  TECHNOLOGY KNOWLEDGE 11 GES2 RECEIVE AND RESOLVE COMPLAINTS  12 GES9 DEVELOP GUEST RELATIONSHIPS  13 GES12 APPLY RESPONSIBLE TOURISM PRINCIPLES  © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 21
19. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TOUR GUIDING CTG2 - Certificate in Tour Guiding Level 2 (20 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 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 ENVIRONMENT 9 TGS2.8  EXPERIENCE 10 TGS2.9 HANDLE TRAVEL ARRANGEMENTS FOR VISITORS  11 TGS2.10 PREPARE TOUR ACCOUNTS  12 COS1 USE THE TELEPHONE IN THE WORKPLACE  13 COS4 USE ENGLISH AT A BASIC OPERATIONAL LEVEL  14 COS5 MAINTAIN INDUSTRY KNOWLEDGE  15 COS6 PROVIDE BASIC FIRST AID  16 COS7 PROVIDE SAFETY AND SECURITY  APPLY INFORMATION AND COMMUNICATION 17 COS9  TECHNOLOGY KNOWLEDGE 18 GES2 RECEIVE AND RESOLVE COMPLAINTS  19 GES9 DEVELOP GUEST RELATIONSHIPS  20 GES12 APPLY RESPONSIBLE TOURISM PRINCIPLES  22 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
20. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TOUR GUIDING CTG3 - Certificate in Tour Guiding Level 3 (28 Units) Levels Ref Unit No Unit Title Core Generic 1 2 3 4 5 IDENTIFY AND ASSESS THE NEEDS AND 1 TGS3.1  EXPECTATIONS OF DIFFERENT TYPES OF CUSTOMERS 2 TGS3.2 ARRANGE TRAVEL ITINERARIES  PREPARE AND ORGANIZE RESPONSIBLE AND SUS- 3 TGS3.3  TAINABLE TOURISM ACTIVITIES 4 TGS3.4 PREPARE A TOUR  5 TGS3.5 CONDUCT AND FINALIZE A TOUR  RESEARCH AND IMPROVE INFORMATION RELEVANT 6 TGS3.6  TO TOUR ITINERARY PLAN AND IMPROVE SPECIALIZED TOUR 7 TGS3.7  COMMENTARY TO CUSTOMERS PLAN AND EVALUATE ON-SITE ENTERTAINMENT AND 8 TGS3.8  GUIDANCE PROVIDE PRACTICAL ASSISTANCE TO CUSTOMERS 9 TGS3.9  AND HANDLE ON-SITE PROBLEMS 10 TGS3.10 HANDLE TRANSPORT AND FACILITIES  BUILD, MAINTAIN AND DEVELOP RELATIONSHIPS 11 TGS3.11  WITH TOUR PROGRAMME STAKEHOLDERS PROCESS LANDSCAPES OF INTEREST WITHIN A 12 TGS3.12  LOCAL REGION PREPARE, CONDUCT AND FINALIZE A SPECIAL 13 TGS3.13  INTEREST TOUR 14 TGS3.14 PREPARE A CLIENT AND TOUR REPORT  PREPARE CULTURAL AND HERITAGE ENVIRONMENT 15 TGS3.15  EXPERIENCE 16 HRS7 PROVIDE ON-THE-JOB COACHING  17 HRS8 DELIVER A GROUP TRAINING SESSION  18 HRS10 PLAN, ALLOCATE AND MONITOR WORK OF A TEAM  19 GAS5 PLAN, MANAGE AND CONDUCT MEETINGS  20 CMS4 MANAGE SPECIAL EVENTS  PREPARE AND ANALYSE FINANCIAL STATEMENTS 21 FMS4  AND REPORTS 22 SCS2 MANAGE INCIDENTS AND EMERGENCIES  23 GES4 PROCESS FINANCIAL TRANSACTIONS  24 GES10 PREPARE AND PRESENT REPORTS  25 GES11 ORGANIZE TOURS AND EXCURSIONS  MONITOR FACILITIES AND OPERATIONS TO ENSURE 26 GES13  CHILD PROTECTION DEAL WITH INTOXICATED AND UNAUTHORIZED 27 GES15  PERSONS 28 GES16 PREPARE BUSINESS DOCUMENTS IN ENGLISH  © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 23
21. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TOUR GUIDING DTGM4 - Diploma in Tour Guiding Management Level 4 (17 Units) Levels Ref Unit No Unit Title Core Generic 1 2 3 4 5 1 TGS4.1 ASSESS AND IMPROVE A TOUR PRODUCT  ASSESS AND IMPROVE RESPONSIBLE AND 2 TGS4.2  SUSTAINABLE TOURISM ACTIVITIES 3 TGS4.3 MONITOR A TOUR PROGRAMME  4 TGS4.4 EVALUATE AND IMPROVE A TOUR PROGRAMME  ANALYSE LANDSCAPES OF INTEREST WITHIN A 5 TGS4.5  LOCAL REGION ANALYSE AND IMPROVE RELATIONS TO LOCAL 6 TGS4.6  STAKEHOLDERS 7 TGS4.7 MONITOR TRANSPORT AND FACILITIES  8 TGS4.8 MANAGE A CLIENT AND TOUR REPORT  9 RTS4.1 ADOPT GREEN OFFICE PRINCIPLES  ENSURE CUSTOMERS ARE AWARE OF RESPONSIBLE 10 RTS4.5  TOURISM POLICIES 11 RTS4.6 MAINTAIN RESPONSIBLE TOURISM PRACTICES  12 HRS4 INITIATE AND FOLLOW DISCIPLINARY PROCEDURES  IMPLEMENT OCCUPATIONAL HEALTH AND SAFETY 13 HRS11  PRACTICES PREPARE AND ANALYSE FINANCIAL STATEMENTS 14 FMS4  AND REPORTS 15 GAS1 MANAGE PHYSICAL RESOURCES  MANAGE QUALITY SERVICE AND CUSTOMER 16 CMS1  SATISFACTION 17 CMS2 COORDINATE MARKETING ACTIVITIES  24 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
22. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TOUR GUIDING ADTGM5 - Advanced Diploma in Tour Guiding ManagementLevel 5 (17 Units) Levels Ref Unit No Unit Title Core Generic 1 2 3 4 5 COORDINATE TOUR PROGRAMME MARKETING 1 TGS5.1  STRATEGIES MANAGE AND FACILITATE AN EXTENDED TOUR 2 TGS5.2  EXPERIENCE SUPERVISE THE APPLICATION OF RESPONSIBLE 3 RTS5.5  TOURISM PRINCIPLES 4 GAS2 OPTIMISE EFFECTIVE USE OF TECHNOLOGY  5 HRS1 IDENTIFY STAFF DEVELOPMENT NEEDS  6 HRS2 PLAN THE WORKFORCE  7 HRS4 INITIATE AND FOLLOW DISCIPLINARY PROCEDURES  8 HRS5 RECRUIT, SELECT AND RETAIN STAFF  HANDLE STAFF GRIEVANCES AND RESOLVE 9 HRS6  PROBLEMS IMPLEMENT OCCUPATIONAL HEALTH AND SAFETY 10 HRS11  PRACTICES 11 FMS1 PREPARE BUDGETS  12 FMS3 MANAGE BUDGETS  13 GAS1 MANAGE PHYSICAL RESOURCES  14 GAS3 ESTABLISH POLICIES AND PROCEDURES  15 GAS6 MANAGE DAILY OPERATIONS  MANAGE QUALITY SERVICE AND CUSTOMER 16 CMS1  SATISFACTION 17 CMS2 COORDINATE MARKETING ACTIVITIES  © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 25
23. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TOUR GUIDING 26 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
24. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TOUR GUIDING III. DETAILED STANDARDS TGS1.1. UNIT TITLE: PROVIDE TOUR ESCORT DUTIES UNIT DESCRIPTOR This unit describes the competencies required to escort individuals or groups on trips, short tours or excursions. ELEMENTS AND PERFORMANCE CRITERIA E1. Escort groups or individuals E3. Provide support to groups or individuals P1. Escort group or individuals to and from a P6. Plans rest stops and refreshments location P7. Communicate with foreign visitors P2. Describe points of interest on trip to P8. Support to carry equipment or luggage for destination visitors P3. Answer questions and provide directions and P9. Perform clerical or other duties to support other pertinent information to visitors visitor’s needs, if necessary E2. Monitor activities and ensure safety P4. Monitor visitors’ activities and ensure compliance with local regulations P5. Ensure safety of group KNOWLEDGE REQUIREMENTS K1. Explain and list location issues, including those K4. List and explain tourist practices, such as specific to tourism and in particular operating legislation, guidelines and industry codes of environments practice K2. Explain risk and safety issues and how you K5. Describe how you will monitor and maintain would ensure safety of the group responsible tourism code of conduct K3. Describe and identify tourist destinations/ K6. Explain the methods you can use for collecting locations in which tourism activities can be and distributing tourist feedback on the tour conducted CONDITIONS OF PERFORMANCE AND VARIABLES 1. Questions might include: 2. Monitor and ensure safety may include: • Location and purpose of stop • Local regulations • Departure and arrival times • Site information • Disembarking procedures • Informing about hazards • Safety precautions for disembarking and on site • Local customs and observances © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 27
25. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TOUR GUIDING ASSESSMENT GUIDE ASSESSMENT METHODS Performance assessment must include: Suitable assessment methods may include: 1. Documented evidence of at least two escorted • Observation of practical candidate performance groups or individuals including itinerary and • Practical exercises that reflect the workplace activities application of the developing and costing 2. At least two examples or cases of monitoring processes visitors including issues that arose such as • Oral and written questions safety, regulations or problems encountered • Portfolio of evidence that represents 3. At least two examples of interactions with experience with and competency visitors and how you supported or assisted • Third party reports completed by a supervisor visitors • Project and assignment work RELEVANT OCCUPATIONS ACCSTP REF Tour Escort, Assistant Tour Guide, Trainee Tour N/A Guide 28 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
26. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TOUR GUIDING 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 29
27. VIETNAM TOURISM OCCUPATIONAL STANDARDS: 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 • All outer garments must be ironed and cleaned appointed 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 30 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
28. VIETNAM TOURISM OCCUPATIONAL STANDARDS: 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 K4. Explain how to encourage questions by step through the itinerary K5. List hazards to be avoided when using K2. Describe the ways in which having a standard presentation equipment commentary may be helpful to effective communication K3. List most commonly asked information CONDITIONS OF PERFORMANCE AND VARIABLES Conversation and guest relationship processes: 3. Questions: • Expected, non-routine, open, closed, belligerent 1. Brief: • 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 31
29. VIETNAM TOURISM OCCUPATIONAL STANDARDS: 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 32 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
30. VIETNAM TOURISM OCCUPATIONAL STANDARDS: 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 33
31. VIETNAM TOURISM OCCUPATIONAL STANDARDS: 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 34 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
32. VIETNAM TOURISM OCCUPATIONAL STANDARDS: 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 35
33. VIETNAM TOURISM OCCUPATIONAL STANDARDS: 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 36 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
34. VIETNAM TOURISM OCCUPATIONAL STANDARDS: 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 37
35. VIETNAM TOURISM OCCUPATIONAL STANDARDS: 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 38 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
36. VIETNAM TOURISM OCCUPATIONAL STANDARDS: 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 39
37. VIETNAM TOURISM OCCUPATIONAL STANDARDS: 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 40 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
38. VIETNAM TOURISM OCCUPATIONAL STANDARDS: 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 41
39. VIETNAM TOURISM OCCUPATIONAL STANDARDS: 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 42 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
40. VIETNAM TOURISM OCCUPATIONAL STANDARDS: 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 K6. Explain how the keeping of accurate records K2. Explain own authority limits could help avoid repetition of the same K3. List ways of retaining confidentiality whilst difficulties for future customers providing assistance K7. List and explain the organisational policy and K4. Detail how to balance needs of individual procedures for problem handling group members with those of whole group K8. List common problems and offer ranked K5. List situations which would require help from solutions for each situation, which would superiors and state the type of help which may minimize the effect on customers be needed K9. Detail the information to be kept on record which would help pre-empt and resolve future problems © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 43
41. VIETNAM TOURISM OCCUPATIONAL STANDARDS: 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/train schedule changes • To services provided, • Cancellations and delays 6. Maintain: • Morale 4. Affected parties: • Records • Customers • Vehicles • Guides • Accommodations • 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 44 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
42. VIETNAM TOURISM OCCUPATIONAL STANDARDS: 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 45
43. VIETNAM TOURISM OCCUPATIONAL STANDARDS: 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 46 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
44. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TOUR GUIDING TGS2.9. UNIT TITLE: HANDLE TRAVEL ARRANGEMENTS FOR VISITORS UNIT DESCRIPTOR This unit describes the competencies required to handle the tour arrangements included in the tour itinerary and making provisions for additional changes and revisions as contracted by a tour operator or tour organiser. ELEMENTS AND PERFORMANCE CRITERIA E1. Perform pre-arrival checks E3. Resolve complaints and other P1. Determine the inclusions of the tour itinerary emergencies as to client requirements P10. Identify the types of complaints and other P2. Determine tours components that are for the emergencies visitors’ personal account based on P11. Assist resolution of complaints and other organisational policy concerns based on organisational policy P3. Verify reserved tour components and P12. Evaluate nature of complaint with supplier implement changes if necessary concerned P4. Inform the organisational relevant body of any P13. Determine and apply appropriate solutions changes P14. Notify authorities concerned about the situation whenever possible E2. Handle tour arrangements P5. Align tour components in accordance with tour P15. Notify tour operator about the situation arrangements P16. Document all incidents in the final report P6. Check compliance of suppliers of reserved tour E4. Perform post-departure activities components P17. Report revisions and cancellations of services P7. Conduct proper accounting of money paid in accordance with organisational guidelines or accounts dues to and from visitors and/or and procedures suppliers based on organisational procedures P18. Account for additional revenue or expenses P8. Provide relevant information on the suppliers incurred services, amenities and facilities P19. Report complaints, possible solutions and P9. Facilitate optional visitors’ request from the recommendations based on organisational suppliers policy P20. Report on expenses incurred in connection with the tour itinerary submitted P21. Assist in settling remaining matters KNOWLEDGE REQUIREMENTS K1. Explain how to perform pre–arrival checks K5. Describe and explain standard operating K2. Describe how to resolve complaints and other procedures: emergencies • Transportation company K3. List the ways of performing post – departure • Lodging establishment activities • Other visitor-related establishments K4. Describe and explain check-in and check-out K6. Explain room ratings and schedules of airlines, procedures (Transportation company, Lodging shipping companies, bus/train companies establishment) © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 47
45. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TOUR GUIDING CONDITIONS OF PERFORMANCE AND VARIABLES 1. Needs of the group: 5. Personal expenses: • Revised hotel accommodations • Alcoholic drinks • Revised food requirements • Postage • Seating arrangements in the tour vehicle • Laundry 2. Personal hygiene: • Wifi • Social norms require and individual to bath, • And others not mentioned in the tour combed hair, brushed teeth, cut nails, ironed quotation clothes and polished shoes. 6. Complaints: 3. Tour suppliers: • Over-charging • Providers of tour services or components • Charging for items not consumed • Charges for items available but not availed of 4. Relevant information: • Purchased of fake or imitation material • Expenses of personal natures, such as cover • Excess luggage charges charges, minimum charges, optional amenities (TV or refrigerator in room) • Upgrade or down grade of services • And 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 visit plan • Observation and simulated or actual 3. At least one customer feedback report demonstration. RELEVANT OCCUPATIONS ACCSTP REF Tour Guide, Tour Assistant D2.TTG.CL3.18 48 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
46. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TOUR GUIDING TGS2.10. UNIT TITLE: PREPARE TOUR ACCOUNTS UNIT DESCRIPTOR This unit describes the competencies required to prepare tour accounts. ELEMENTS AND PERFORMANCE CRITERIA E1. Review documentation prior to the tour E3. Present documentation after the tour P1. Review tour file with office based staff prior to P8. Arrange and systematise the documents the tour collected P2. Notify discrepancies in documents promptly P9. Present for review the tour file to supervisors P3. Clarify the specifics of the whole documentation range according to the organisational regulations E2. Handle documentation throughout the tour P4. Ensure all documents are being distributed and collected accordingly P5. Handle and dispense cash and documents accurately and securely P6. Hand over correct tour documents to correct suppliers and officials P7. Record documents and cash issued KNOWLEDGE REQUIREMENTS K1. Define detail reasons for careful reviewing of K4. Explain records of documents issued which documents and consequences of failure to need to be kept and reasons for this observe and correct discrepancies. K5. Describe and explain organisational policy for K2. Explain practical ways of keeping cash secure tour accounts’ handling when on tour K3. List steps in a reducing balance or other organisational petty cash system © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 49
47. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TOUR GUIDING CONDITIONS OF PERFORMANCE AND VARIABLES 1. Tour documents: 2. Cash for: • Guiding contract • Tips, entrance fees, contingencies, received in • Vouchers payment • Tickets • Reservation/confirmation • Cash • Cheques • Passenger lists/Rooming lists • Copies of correspondence • Receipts • Tax invoices • Service orders • Itineraries • Questionnaires • All necessary contacts ASSESSMENT GUIDE ASSESSMENT METHODS Performance assessment must include: Suitable assessment methods may include: 1. At least one review of documentation prior to • Observation of practical candidate performance the tour • Simulation 2. At least two from handling documentation • Tour account dossier throughout the tour • Oral and written questions 3. At least one systematised post-tour documentation portfolio RELEVANT OCCUPATIONS ACCSTP REF Tour Guide, Tour Guide Assistant D2.TTG.CL3.18 50 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
48. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TOUR GUIDING TGS3.1. UNIT TITLE: IDENTIFY AND ASSESS THE NEEDS AND EXPECTATIONS OF DIFFERENT TYPES OF CUSTOMERS UNIT DESCRIPTOR This unit describes the competencies required to identify and assess the needs and expectations of different types of customers. ELEMENTS AND PERFORMANCE CRITERIA E1. Select sources and gather information E3. Assess the implementation P1. Develop a methodology for data collection and P6. Assess the needs and expectations information reliability and validity P7. Ensure that the data collected is P2. Select the relevant sources for gathering the representative, detailed and valid information on guests’ needs and expectations E4. Analyse and draw conclusions E2. Systematise the collected information and P8. Develop criteria for analysis sources P9. Analyse the data according to the criteria set P3. Select the right equipment for processing the P10. Provide findings and conclusions on both the information and implementing the assessment. needs and the expectations P4. Ensure that the data collected is representative, detailed and valid P5. Develop customers’ portfolios based on the information and data collected KNOWLEDGE REQUIREMENTS K1. The variety of methods and sources for data K6. List the ways of gathering, recording and and information collection updating information effectively K2. List the variety of means of communicating K7. Describe how to monitor the validity and with customers to establish their needs and reliability of information to feed into customers’ wants profiles K3. Describe the key features of needs assessment K8. List the basic research methodologies for analysis and the impact it may have on analysing data collected customers. K9. Define the benefits and limitations of different K4. List and describe the methods of meeting the analyses formats guest’s needs and expectations K10. Identify suitable criteria for measuring needs K5. Explain the organisational requirements for and expectations collecting, recording and storing customers’ K11. Formulate findings and enhance their usability information CONDITIONS OF PERFORMANCE AND VARIABLES 1. Data and Information collection process: 2. Assessment Criteria development process: • Data collection • Customer profiling • Information gathering • Target orientation • Sampling • Current and future product improvement and • Interviewing development • Surveys 3. Analysis and findings process: • Questionnaires • Basic research methodologies: qualitative and • Focus groups quantitative • Collaborative sessions • Findings’ structure • Findings’ validity © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 51
49. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TOUR GUIDING ASSESSMENT GUIDE ASSESSMENT METHODS Performance assessment must include: Suitable assessment methods may include: 1. At least three from data and information • Observation of practical candidate performance collection processes • Interviews 2. At least three from data and information • Role plays collection processes • Oral and written questions 3. At least one from assessment criteria development processes 4. The final analysis and applicability of the findings RELEVANT OCCUPATIONS ACCSTP REF Tour Guide, Tour Guide Assistant D2.TTG.CL3.01 52 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
50. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TOUR GUIDING TGS3.2. UNIT TITLE: ARRANGE TRAVEL ITINERARIES UNIT DESCRIPTOR This unit describes the competencies required to arrange travel itineraries for customers requiring tailor-made travel. ELEMENTS AND PERFORMANCE CRITERIA E1. Prepare the itinerary E3. Manage customer satisfaction P1. Establish and maintain contact with the P16. Communicate with customers’ special needs customer. P17. Deal with customers’ complaints P2. Present suggested itineraries and prices clearly P18. Create and maintain effective working and accurately for customer consideration relationship P3. Confirm structure, organisation and detail of P19. Develop the trust and support of direct final agreed itinerary with the customers supervision P4. Inform the organisation of any changes in the P20. Provide instructions and information itinerary for re-arranging the services P21. Present work-related information E2. Conduct the plan P5. Assist customers at ports of arrival and departure P6. Prepare to meet or see off P7. Meet and warmly greet customers P8. Provide technical assistance to transferring customers P9. Facilitate arrival and departure transfers P10. Transfer arriving customers to accommodation P11. Transfer departing customers and assist with onward check in P12. Facilitate luggage handling P13. Promote a cohesive atmosphere among customers and lead them with regard to their health, safety and welfare P14. Provide practical assistance to customers and handle on-site problems P15. Provide a quality service to the customers KNOWLEDGE REQUIREMENTS K1. Describe travel geography to meet customers’ K9. Define how to brief, encourage and respond to needs and inspire confidence customers questions about port facilities and K2. Explain current rules and regulations governing procedures the sale of separate travel components, and K10. Describe the correct procedures for what constitutes a package processing typical documents and payments K3. List the characteristics of a good travel itinerary used in a tourism situation according to K4. Describe the different customers and their real company regulations and explain the future and perceived needs various uses of an accurate rooming list K5. Explain how to establish communication and K11. Describe accurately the procedures to be productive relationships with customers followed when preparing for a typical K6. Describe how to promote a positive image of departure transfer in a tourism situation; for yourself and your company to the customers reconfirming facts and information in a typical tourism situation; for proper communication K7. Describe how to use knowledge and flow to parties involved before, and during a awareness of travel geography and component departure transfer types to establish the confidence of customers K12. Explain transportation regulations concerning K8. Explain how to gather, record and update carriage of luggage, hand and excess baggage information effectively © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 53
51. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TOUR GUIDING KNOWLEDGE REQUIREMENTS K13. Describe special care which should be K14. Explain how to reflect regularly on your own organised for customers accompanying and others’ experiences and use these to repatriated human remains inform future action CONDITIONS OF PERFORMANCE AND VARIABLES Sustainable travel itinerary arrangement 2. Travel itinerary conduction: processes: • Receiving and welcoming customers 1. Initial itinerary development: • Travel and transport arrangements • Identifying customer’s requirements • Accommodation procedures • Reviewing an itinerary content plan in terms of • Specific programme requirements on site programme, sites to be visited • Customer complaint procedure handling • Compiling a summary of the presentations of • Luggage formalities arrangements each and every site to be visited • Promotion of additional offers • Presenting an itinerary financial plan 3. Monitoring and feedback: • Discussing human resources required • Developing a financial report • Elaborating an itinerary daily and hourly • Compiling a content report schedule • Customer satisfaction feedback assessment • Collecting and processing specific information and report and documentation (customer portfolios) ASSESSMENT GUIDE ASSESSMENT METHODS Performance assessment must include: Suitable assessment methods may include: 1. At least one travel itinerary reviewed • Direct observation of the individual reviewing 2. At least three from cases of itineraries, which an itinerary have already taken place • Use of case studies to assess ability to apply the 3. At least one customer satisfaction report requirements for conducting a travel itinerary • Written or oral questioning to assess knowledge of procedures, regulations and requirements • 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 Tour Guide, Tour Leader, Tour Guide Assistant D2.TTG.CL3.15 54 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
52. VIETNAM TOURISM OCCUPATIONAL STANDARDS: 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 environmental 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 environmental and social responsibility interest 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 55
53. VIETNAM TOURISM OCCUPATIONAL STANDARDS: 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: • Breeding events 1. Responsibility for environmental and social 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 • Use of case studies to assess ability to apply impact 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 56 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
54. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TOUR GUIDING TGS3.4. UNIT TITLE: PREPARE A TOUR UNIT DESCRIPTOR This unit describes the competencies required to prepare a tour, which includes multiple products, services and sites. ELEMENTS AND PERFORMANCE CRITERIA E1. Perform pre-tour general activities E3. Prepare the itinerary P1. Determine the composition and responsibility P11. Prepare the itinerary according to the initially of the tour guide as per organisational policies agreed schedule with the customer and procedures P12. Advise customers in advance courteously and P2. Prepare practical data and information relating sensitively about potential changes or risks to to the sites itinerary P3. Prepare oneself ready for the trip P13. Communicate with industry colleagues and P4. Check arrival and departure schedules suppliers on each and every itinerary detail P5. Check reservations of the tour itinerary according to organisational procedures P6. Check the tour itinerary for compliance with P14. Establish contact with those fixing the problem visitors’ requirements when itinerary delays occur and employ P7. Check and prepare necessary adjustments negotiation techniques to minimise time delay to tour itinerary according to real performing and negative impact on customers conditions based on organisational policies P15. Develop customer information and communication procedures to accurately E2. Initiate contacts with industry colleagues inform of reasons for delays and the actions P8. Initiate contacts with industry colleagues to being taken to manage the delay achieve smooth operation of the tour P16. Prepare initial presentations and content for P9. Prepare and handle agreements about the tour commentaries individual and joint responsibilities during the tour E4. Identify unexpected events in advance P10. Agree on procedures and documentation for P17. Develop contingency plans without delays prior confirmations and bookings with suppliers to tour implementation to avoid unexpected events occur P18. Assess the situation in advance and propose action promptly P19. Identify initially sources of assistance KNOWLEDGE REQUIREMENTS K1. List and explain the planning operations of a K6. Explain how to use commercially-acceptable tour which includes multiple services and sites and current tour documentation K2. Define all operational elements of a K7. Describe the ways to interact with and involve commercial tour the customer group in the tour conduction K3. List and describe all equipment and resources process required for the running of a tour (e.g. K8. Explain the application of health, safety and transport, venue, access) security records in accordance with K4. Explain tour durations and itineraries that organisation requirements reflect local industry practice and product K5. List and define the characteristics of different types of client groups and their needs in relation to the smooth tour conduction (e.g. deaf people, children, people with English as a second language, visually impaired) © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 57