Tiêu chuẩn nghề du lịch Việt Nam - Travel and Tour Operations (Phần 1)

Nội dung text: Tiêu chuẩn nghề du lịch Việt Nam - Travel and Tour Operations (Phần 1)

1. MINISTRY OF CULTURE, SPORTS AND TOURISM VIETNAM NATIONAL ADMINISTRATION OF TOURISM VIETNAM TOURISM OCCUPATIONAL STANDARDS TRAVEL & TOUR OPERATIONS Hanoi, 2015
2. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TRAVEL AND TOUR OPERATIONS ACKNOWLEDGEMENTS The Vietnam Tourism Occupational Standards for Travel and Tour Operations 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: TRAVEL AND TOUR OPERATIONS 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: TRAVEL AND TOUR OPERATIONS 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. TRAVEL AND TOUR OPERATIONS OCCUPATIONS 16 LIST OF UNITS OF COMPETENCE 17 FOOD PREPARATION QUALIFICATIONS 20 III. DETAILED STANDARDS 27 TOS1.1. UNIT TITLE: PREPARE A BASIC TRAVEL PLAN 27 TOS2.1. UNIT TITLE: PREPARE TOUR PROGRAMME INFORMATION FOR PRESENTATION TO CUSTOMERS 29 TOS2.2. UNIT TITLE: INFORM AND CONSULT CUSTOMERS IN RELATION TO TOUR PACKAGE PURCHASE AND CONSUMPTION 32 TOS2.3. UNIT TITLE: RECEIVE AND PROCESS A RESERVATION 35 TOS2.4. UNIT TITLE: ADVISE CUSTOMERS PRIOR TO AND AFTER TRAVELLING 38 TOS2.5. UNIT TITLE: IMPLEMENT A TOUR PROGRAMME 40 TGS2.10. UNIT TITLE: PREPARE TOUR ACCOUNTS 43 TGS3.1. UNIT TITLE: IDENTIFY AND ASSESS THE NEEDS AND EXPECTATIONS OF DIFFERENT TYPES OF CUSTOMERS 45 TOS3.1. UNIT TITLE: RESEARCH TRAVEL AND DESTINATION INFORMATION 47 TOS3.2. UNIT TITLE: DEVELOP AND MAINTAIN RELATIONSHIPS WITH TOUR PROGRAMME SUPPLIERS 49 TOS3.3. UNIT TITLE: DEVELOP AND MAINTAIN RELATIONSHIPS WITH TOURISM DESTINATION STAKEHOLDERS 51 TOS3.4. UNIT TITLE: DEVELOP AND UPDATE LOCAL KNOWLEDGE 54 TOS3.5. UNIT TITLE: HANDLE TRANSPORTATION ISSUES 56 TOS3.6. UNIT TITLE: SOURCE AND PACKAGE TOURISM PRODUCTS AND SERVICES 59 TOS3.7. UNIT TITLE: SOURCE AND PROVIDE DESTINATION INFORMATION AND ADVICE 63 TOS3.8. UNIT TITLE: OPERATE TOUR PROGRAMMES IN REMOTE AREAS 66 TOS3.9. UNIT TITLE: MAINTAIN TRAVEL AND TOUR PRODUCT INVENTORY 68 TOS3.10. UNIT TITLE: OPERATE AN ONLINE INFORMATION AND RESERVATION SYSTEM 71 TOS3.11. UNIT TITLE: SELL TAILOR-MADE TRAVEL SERVICES 74 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 7
5. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TRAVEL AND TOUR OPERATIONS TOS3.12. UNIT TITLE: OBTAIN AND COMMUNICATE CUSTOMER FEEDBACK AND INFORMATION 77 HRS3. UNIT TITLE: CONDUCT A STAFF PERFORMANCE REVIEW 79 HRS7. UNIT TITLE: PROVIDE ON-THE-JOB COACHING 82 HRS8. UNIT TITLE: DELIVER A GROUP TRAINING SESSION 85 HRS9. UNIT TITLE: QUALITY ASSURE WORK IN YOUR TEAM 88 HRS10. UNIT TITLE: PLAN, ALLOCATE AND MONITOR WORK OF A TEAM 91 FMS4. UNIT TITLE: PREPARE AND ANALYSE FINANCIAL STATEMENTS AND REPORTS 95 GAS5. UNIT TITLE: PLAN, MANAGE AND CONDUCT MEETINGS 98 CMS4. UNIT TITLE: MANAGE SPECIAL EVENTS 101 SCS2. UNIT TITLE: MANAGE INCIDENTS AND EMERGENCIES 104 SCS3. UNIT TITLE: OPERATE BASIC SECURITY EQUIPMENT 107 TOS4.1. UNIT TITLE: MONITOR VEHICLES IN SAFE AND CLEAN OPERATIONAL CONDITION 111 TOS4.2. UNIT TITLE: MANAGE TRAVEL OPERATIONS 113 TOS4.3. UNIT TITLE: DEVELOP, COST AND MONITOR A COMPLEX TOUR PROGRAMME 116 TOS4.4. UNIT TITLE: MANAGE A TOUR PROGRAMME 118 TOS4.5. UNIT TITLE: ORGANISE, CONDUCT AND FINALIZE A FAMILIARIZATION TRIP 120 TOS4.6. UNIT TITLE: MONITOR THE PARTICIPATION IN TOURISM TRADE FAIRS AND EXHIBITIONS 123 TOS4.7. UNIT TITLE: ANALYSE CUSTOMER FEEDBACK AND INFORMATION 126 RTS4.1. UNIT TITLE: ADOPT GREEN OFFICE PRINCIPLES 128 RTS4.2. UNIT TITLE: DEVELOP AND DESIGN RESPONSIBLE TOURISM PRODUCTS AND SERVICES 131 RTS4.3. UNIT TITLE: SELECT SUPPLIERS BASED ON RESPONSIBLE TOURISM PRINCIPLES 134 RTS4.4. UNIT TITLE: DEVELOP, MANAGE AND MONITOR SUPPLIERS 137 RTS4.5. UNIT TITLE: ENSURE CUSTOMERS ARE AWARE OF RESPONSIBLE TOURISM POLICIES 140 RTS4.6. UNIT TITLE: MAINTAIN RESPONSIBLE TOURISM PRACTICES 143 HRS1. UNIT TITLE: IDENTIFY STAFF DEVELOPMENT NEEDS 146 HRS4. UNIT TITLE: INITIATE AND FOLLOW DISCIPLINARY PROCEDURES 149 HRS5. UNIT TITLE: RECRUIT, SELECT AND RETAIN STAFF 153 HRS6. UNIT TITLE: HANDLE STAFF GRIEVANCES AND RESOLVE PROBLEMS 157 HRS11. UNIT TITLE: IMPLEMENT OCCUPATIONAL HEALTH AND SAFETY PRACTICES 160 FMS1. UNIT TITLE: PREPARE BUDGETS 163 FMS2. UNIT TITLE: PROCURE PRODUCTS OR SERVICES 166 FMS3. UNIT TITLE: MANAGE BUDGETS 169 GAS1. UNIT TITLE: MANAGE PHYSICAL RESOURCES 172 GAS4. UNIT TITLE: MONITOR, CONTROL AND ORDER NEW STOCK 175 GAS6. UNIT TITLE: MANAGE DAILY OPERATIONS 178 CMS1. UNIT TITLE: MANAGE QUALITY SERVICE AND CUSTOMER SATISFACTION 180 CMS2. UNIT TITLE: COORDINATE MARKETING ACTIVITIES 184 TOS5.1. UNIT TITLE: MANAGE AND IMPROVE TOUR PRODUCT MARKETING 187 TOS5.2. UNIT TITLE: ANALYSE AND IMPROVE TRAVEL OPERATIONS, TOUR PRODUCTS AND’ SERVICES 190 RTS5.1. UNIT TITLE: ENSURE RESPONSIBLE EMPLOYMENT CONDITIONS 194 8 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
6. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TRAVEL AND TOUR OPERATIONS RTS5.2. UNIT TITLE: BUILD CAPACITY OF STAFF IN SUSTAINABLE AND RESPONSIBLE TOURISM PRINCIPLES AND PRACTICES 197 RTS5.3. UNIT TITLE: MONITOR AND EVALUATE TOUR PRODUCTS AND SERVICES 200 RTS5.4. UNIT TITLE: SUPPORT TOURISM DESTINATIONS IN IMPLEMENTING RESPONSIBLE TOURISM PRACTICES 204 RTS5.5. UNIT TITLE: SUPERVISE THE APPLICATION OF RESPONSIBLE TOURISM PRINCIPLES 208 HRS2. UNIT TITLE: PLAN THE WORKFORCE 211 GAS2. UNIT TITLE: OPTIMISE EFFECTIVE USE OF TECHNOLOGY 214 GAS3. UNIT TITLE: ESTABLISH POLICIES AND PROCEDURES 217 SCS4. UNIT TITLE: PLAN AND CONDUCT AND EVACUATION OF PREMISES 220 COS1. UNIT TITLE: USE THE TELEPHONE IN THE WORKPLACE 223 COS2. UNIT TITLE: WORK EFFECTIVELY WITH OTHERS 225 COS3. UNIT TITLE: COMPLETE ROUTINE ADMINISTRATIVE TASKS 228 COS4. UNIT TITLE: USE ENGLISH AT A BASIC OPERATIONAL LEVEL 231 COS5. UNIT TITLE: MAINTAIN INDUSTRY KNOWLEDGE 233 COS6. UNIT TITLE: PROVIDE BASIC FIRST AID 235 COS7. UNIT TITLE: PROVIDE SAFETY AND SECURITY 238 COS9. UNIT TITLE: APPLY INFORMATION AND COMMUNICATION TECHNOLOGY KNOWLEDGE 241 GES1. UNIT TITLE: PREPARE FOR WORK 243 GES2. UNIT TITLE: RECEIVE AND RESOLVE COMPLAINTS 246 GES4. UNIT TITLE: PROCESS FINANCIAL TRANSACTIONS 248 GES7. UNIT TITLE: MAINTAIN DOCUMENT FILING AND RETRIEVAL SYSTEMS 250 GES9. UNIT TITLE: DEVELOP GUEST RELATIONSHIPS 252 GES10. UNIT TITLE: PREPARE AND PRESENT REPORTS 254 GES11. UNIT TITLE: ORGANISE TOURS AND EXCURSIONS 257 GES12. UNIT TITLE: APPLY RESPONSIBLE TOURISM PRINCIPLES 259 GES16. UNIT TITLE: PREPARE BUSINESS DOCUMENTS IN ENGLISH 261 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 9
7. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TRAVEL AND TOUR OPERATIONS 10 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
8. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TRAVEL AND TOUR OPERATIONS 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: TRAVEL AND TOUR OPERATIONS 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: TRAVEL AND TOUR OPERATIONS 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: TRAVEL AND TOUR OPERATIONS 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: TRAVEL AND TOUR OPERATIONS 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: TRAVEL AND TOUR OPERATIONS II. TRAVEL AND TOUR OPERATIONS OCCUPATIONS The Vietnam Tourism Occupational Standards (VTOS) for Travel and Tour Operations covers jobs at five levels from Trainee Reservations Clerk (Level 1) to Assistant Reservations Manager (Level 3) up to Branch Manager (Level 5). Travel and tour operators (including tour companies and travel agencies) sell tours, transportation, accommodation, admission and other tourism services to individuals and groups who are planning trips. They offer advice on destinations, plan trip itineraries, and make travel arrangements for clients. Travel and tour operators help tourists/travellers by sorting through vast amounts of information to find the best possible travel arrangements. In addition, resorts and specialty travel groups use travel agents to promote travel packages to their clients. Travel and tour personnel may also visit destinations to get first-hand experience so they can make recommendations to clients or colleagues. However, most of their time is spent talking with clients, promoting tours, and contacting airlines and hotels to make travel arrangements. A growing number of tour and travel operators focus on a specific type of travel, such as adventure tours, eco-tours, cultural or heritage tours. Some may cater to a specific group of people, such as senior citizens or single people. Other travel agents primarily make corporate travel arrangements for employee business travel. Some work for tour operators and are responsible for selling the company’s tours and services. Typical jobs include: Ticketing Officer; Reservations Clerk; Ticketing Clerk; Clerk; Assistant Reservations Manager; Assistant Sales Manager; Assistant Contracts Manager; Assistant Promotions Manager; Supervisor; Ticketing Supervisor; Reservations Manager; Manager; Branch Manager; Agency Leader; Product Manager; Travel Planner; Product Designer; Tour Operator 16 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
14. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TRAVEL AND TOUR OPERATIONS LIST OF UNITS OF COMPETENCE Levels Ref Unit No Unit Title Core Generic 1 2 3 4 5 1 TOS1.1 PREPARE A BASIC TRAVEL PLAN  PREPARE TOUR PROGRAMME INFORMATION FOR 2 TOS2.1  PRESENTATION TO CUSTOMERS INFORM AND CONSULT CUSTOMERS IN RELATION 3 TOS2.2 TO TOUR PACKAGE PURCHASE AND  CONSUMPTION 4 TOS2.3 RECEIVE AND PROCESS A RESERVATION  ADVISE CUSTOMERS PRIOR TO AND AFTER 5 TOS2.4  TRAVELLING 6 TOS2.5 IMPLEMENT A TOUR PROGRAMME  7 TGS2.10 PREPARE TOUR ACCOUNTS  IDENTIFY AND ASSESS THE NEEDS AND 8 TGS3.1 EXPECTATIONS OF DIFFERENT TYPES OF  CUSTOMERS RESEARCH TRAVEL AND DESTINATION 9 TOS3.1  INFORMATION DEVELOP AND MAINTAIN RELATIONSHIPS WITH 10 TOS3.2  TOUR PROGRAMME SUPPLIERS DEVELOP AND MAINTAIN RELATIONSHIPS WITH 11 TOS3.3  TOURISM DESTINATION STAKEHOLDERS 12 TOS3.4 DEVELOP AND UPDATE LOCAL KNOWLEDGE  13 TOS3.5 HANDLE TRANSPORTATION ISSUES  SOURCE AND PACKAGE TOURISM PRODUCTS AND 14 TOS3.6  SERVICES SOURCE AND PROVIDE DESTINATION 15 TOS3.7  INFORMATION AND ADVICE 16 TOS3.8 OPERATE TOUR PROGRAMMES IN REMOTE AREAS  MAINTAIN TRAVEL AND TOUR PRODUCT 17 TOS3.9  INVENTORY © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 17
15. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TRAVEL AND TOUR OPERATIONS Levels Ref Unit No Unit Title Core Generic 1 2 3 4 5 OPERATE AN ONLINE INFORMATION AND 18 TOS3.10  RESERVATION SYSTEM 19 TOS3.11 SELL TAILOR-MADE TRAVEL SERVICES  OBTAIN AND COMMUNICATE CUSTOMER 20 TOS3.12  FEEDBACK AND INFORMATION 21 HRS3 CONDUCT A STAFF PERFORMANCE REVIEW  22 HRS7 PROVIDE ON-THE-JOB COACHING  23 HRS8 DELIVER A GROUP TRAINING SESSION  24 HRS9 QUALITY ASSURE WORK IN YOUR TEAM  25 HRS10 PLAN, ALLOCATE AND MONITOR WORK OF A TEAM  PREPARE AND ANALYSE FINANCIAL STATEMENTS 26 FMS4  AND REPORTS 27 GAS5 PLAN, MANAGE AND CONDUCT MEETINGS  28 CMS4 MANAGE SPECIAL EVENTS  29 SCS2 MANAGE INCIDENTS AND EMERGENCIES  30 SCS3 OPERATE BASIC SECURITY EQUIPMENT  MONITOR VEHICLES IN SAFE AND CLEAN 31 TOS4.1  OPERATIONAL CONDITION 32 TOS4.2 MANAGE TRAVEL OPERATIONS  DEVELOP, COST AND MONITOR A COMPLEX TOUR 33 TOS4.3  PROGRAMME 34 TOS4.4 MANAGE A TOUR PROGRAMME  ORGANIZE, CONDUCT AND FINALIZE A 35 TOS4.5  FAMILIARIZATION TRIP MONITOR THE PARTICIPATION IN TOURISM TRADE 36 TOS4.6  FAIRS AND EXHIBITIONS ANALYSE CUSTOMER FEEDBACK AND 37 TOS4.7  INFORMATION 38 RTS4.1 ADOPT GREEN OFFICE PRINCIPLES  DEVELOP AND DESIGN RESPONSIBLE TOURISM 39 RTS4.2  PRODUCTS AND SERVICES SELECT SUPPLIERS BASED ON RESPONSIBLE 40 RTS4.3  TOURISM PRINCIPLES 41 RTS4.4 DEVELOP, MANAGE AND MONITOR SUPPLIERS  ENSURE CUSTOMERS ARE AWARE OF RESPONSIBLE 42 RTS4.5  TOURISM POLICIES 43 RTS4.6 MAINTAIN RESPONSIBLE TOURISM PRACTICES  44 HRS1 IDENTIFY STAFF DEVELOPMENT NEEDS  45 HRS4 INITIATE AND FOLLOW DISCIPLINARY PROCEDURES  46 HRS5 RECRUIT, SELECT AND RETAIN STAFF  HANDLE STAFF GRIEVANCES AND RESOLVE 47 HRS6  PROBLEMS IMPLEMENT OCCUPATIONAL HEALTH AND SAFETY 48 HRS11  PRACTICES 49 FMS1 PREPARE BUDGETS  50 FMS2 PROCURE PRODUCTS OR SERVICES  51 FMS3 MANAGE BUDGETS  18 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
16. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TRAVEL AND TOUR OPERATIONS Levels Ref Unit No Unit Title Core Generic 1 2 3 4 5 52 GAS1 MANAGE PHYSICAL RESOURCES  53 GAS4 MONITOR, CONTROL AND ORDER NEW STOCK  54 GAS6 MANAGE DAILY OPERATIONS  MANAGE QUALITY SERVICE AND CUSTOMER 55 CMS1  SATISFACTION 56 CMS2 COORDINATE MARKETING ACTIVITIES  MANAGE AND IMPROVE TOUR PRODUCT 57 TOS5.1  MARKETING ANALYSE AND IMPROVE TRAVEL OPERATIONS, 58 TOS5.2  TOUR PRODUCTS AND SERVICES 59 RTS5.1 ENSURE RESPONSIBLE EMPLOYMENT CONDITIONS  BUILD CAPACITY OF STAFF IN SUSTAINABLE AND 60 RTS5.2 RESPONSIBLE TOURISM PRINCIPLES AND  PRACTICES MONITOR AND EVALUATE TOUR PRODUCTS AND 61 RTS5.3  SERVICES SUPPORT TOURISM DESTINATIONS IN 62 RTS5.4 IMPLEMENTING RESPONSIBLE TOURISM  PRACTICES SUPERVISE THE APPLICATION OF RESPONSIBLE 63 RTS5.5  TOURISM PRINCIPLES 64 HRS2 PLAN THE WORKFORCE  65 GAS2 OPTIMISE EFFECTIVE USE OF TECHNOLOGY  66 GAS3 ESTABLISH POLICIES AND PROCEDURES  PLAN AND CONDUCT AND EVACUATION OF 67 SCS4  PREMISES 68 COS1 USE THE TELEPHONE IN THE WORKPLACE  69 COS2 WORK EFFECTIVELY WITH OTHERS  70 COS3 COMPLETE ROUTINE ADMINISTRATIVE TASKS  71 COS4 USE ENGLISH AT A BASIC OPERATIONAL LEVEL  72 COS5 MAINTAIN INDUSTRY KNOWLEDGE  73 COS6 PROVIDE BASIC FIRST AID  74 COS7 PROVIDE SAFETY AND SECURITY  APPLY INFORMATION AND COMMUNICATION 75 COS9  TECHNOLOGY KNOWLEDGE 76 GES1 PREPARE FOR WORK  77 GES2 RECEIVE AND RESOLVE COMPLAINTS  78 GES4 PROCESS FINANCIAL TRANSACTIONS  MAINTAIN DOCUMENT FILING AND RETRIEVAL 79 GES7  SYSTEMS 80 GES9 DEVELOP GUEST RELATIONSHIPS  81 GES10 PREPARE AND PRESENT REPORTS  82 GES11 ORGANIZE TOURS AND EXCURSIONS  83 GES12 APPLY RESPONSIBLE TOURISM PRINCIPLES  84 GES16 PREPARE BUSINESS DOCUMENTS IN ENGLISH  © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 19
17. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TRAVEL AND TOUR OPERATIONS TRAVEL AND TOUR OPERATIONS QUALIFICATIONS Cert No Occupational Qualifications (aimed at industry) Level CTO1 Certificate in Travel and Tour Operations 1 CTO2 Certificate in Travel and Tour Operations 2 CTO3 Certificate in Travel and Tour Operations 3 CTOS3 Certificate in Travel and Tour Supervision 3 DTOM4 Diploma in in Travel and Tour Management 4 ADTOM5 Advanced Diploma in Travel and Tour Management 5 20 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
18. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TRAVEL AND TOUR OPERATIONS CTO1 - Certificate in Travel and Tour Operations Level 1 (12 Units) Levels Ref Unit No Unit Title Core Generic 1 2 3 4 5 1 TOS1.1 PREPARE A BASIC TRAVEL PLAN  2 COS1 USE THE TELEPHONE IN THE WORKPLACE  3 COS2 WORK EFFECTIVELY WITH OTHERS  4 COS3 COMPLETE ROUTINE ADMINISTRATIVE TASKS  5 COS4 USE ENGLISH AT A BASIC OPERATIONAL LEVEL  6 COS5 MAINTAIN INDUSTRY KNOWLEDGE  7 COS6 PROVIDE BASIC FIRST AID  8 COS7 PROVIDE SAFETY AND SECURITY  APPLY INFORMATION AND COMMUNICATION 9 COS9  TECHNOLOGY KNOWLEDGE 10 GES1 PREPARE FOR WORK  11 GES9 DEVELOP GUEST RELATIONSHIPS  12 GES12 APPLY RESPONSIBLE TOURISM PRINCIPLES  © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 21
19. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TRAVEL AND TOUR OPERATIONS CTO2 - Certificate in Travel and Tour Operations Level 2 (18 Units) Levels Ref Unit No Unit Title Core Generic 1 2 3 4 5 PREPARE TOUR PROGRAMME INFORMATION FOR 1 TOS2.1  PRESENTATION TO CUSTOMERS INFORM AND CONSULT CUSTOMERS IN RELATION 2 TOS2.2  TO TOUR PACKAGE PURCHASE AND CONSUMPTION 3 TOS2.3 RECEIVE AND PROCESS A RESERVATION  ADVISE CUSTOMERS PRIOR TO AND AFTER 4 TOS2.4  TRAVELLING 5 TOS2.5 IMPLEMENT A TOUR PROGRAMME  6 TGS2.10 PREPARE TOUR ACCOUNTS  7 COS1 USE THE TELEPHONE IN THE WORKPLACE  8 COS2 WORK EFFECTIVELY WITH OTHERS  9 COS3 COMPLETE ROUTINE ADMINISTRATIVE TASKS  10 COS4 USE ENGLISH AT A BASIC OPERATIONAL LEVEL  11 COS5 MAINTAIN INDUSTRY KNOWLEDGE  12 COS6 PROVIDE BASIC FIRST AID  APPLY INFORMATION AND COMMUNICATION 13 COS9  TECHNOLOGY KNOWLEDGE 14 GES1 PREPARE FOR WORK  15 GES2 RECEIVE AND RESOLVE COMPLAINTS  16 GES4 PROCESS FINANCIAL TRANSACTIONS  17 GES9 DEVELOP GUEST RELATIONSHIPS  18 GES12 APPLY RESPONSIBLE TOURISM PRINCIPLES  22 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
20. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TRAVEL AND TOUR OPERATIONS CTO3 - Certificate in Travel and Tour Operations Level 3 (30 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 TOS3.1 RESEARCH TRAVEL AND DESTINATION INFORMATION  DEVELOP AND MAINTAIN RELATIONSHIPS WITH 3 TOS3.2  TOUR PROGRAMME SUPPLIERS DEVELOP AND MAINTAIN RELATIONSHIPS WITH 4 TOS3.3  TOURISM DESTINATION STAKEHOLDERS 5 TOS3.4 DEVELOP AND UPDATE LOCAL KNOWLEDGE  6 TOS3.5 HANDLE TRANSPORTATION ISSUES  SOURCE AND PACKAGE TOURISM PRODUCTS AND 7 TOS3.6  SERVICES SOURCE AND PROVIDE DESTINATION INFORMATION 8 TOS3.7  AND ADVICE 9 TOS3.8 OPERATE TOUR PROGRAMMES IN REMOTE AREAS  10 TOS3.9 MAINTAIN TRAVEL AND TOUR PRODUCT INVENTORY  OPERATE AN ONLINE INFORMATION AND 11 TOS3.10  RESERVATION SYSTEM 12 TOS3.11 SELL TAILOR-MADE TRAVEL SERVICES  OBTAIN AND COMMUNICATE CUSTOMER FEEDBACK 13 TOS3.12  AND INFORMATION 14 COS1 USE THE TELEPHONE IN THE WORKPLACE  15 COS2 WORK EFFECTIVELY WITH OTHERS  16 COS3 COMPLETE ROUTINE ADMINISTRATIVE TASKS  17 COS4 USE ENGLISH AT A BASIC OPERATIONAL LEVEL  18 COS5 MAINTAIN INDUSTRY KNOWLEDGE  19 COS6 PROVIDE BASIC FIRST AID  20 COS7 PROVIDE SAFETY AND SECURITY  APPLY INFORMATION AND COMMUNICATION 21 COS9  TECHNOLOGY KNOWLEDGE 22 GES1 PREPARE FOR WORK  23 GES2 RECEIVE AND RESOLVE COMPLAINTS  24 GES4 PROCESS FINANCIAL TRANSACTIONS  MAINTAIN DOCUMENT FILING AND RETRIEVAL 25 GES7  SYSTEMS 26 GES9 DEVELOP GUEST RELATIONSHIPS  27 GES10 PREPARE AND PRESENT REPORTS  28 GES11 ORGANIZE TOURS AND EXCURSIONS  29 GES12 APPLY RESPONSIBLE TOURISM PRINCIPLES  30 GES16 PREPARE BUSINESS DOCUMENTS IN ENGLISH  © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 23
21. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TRAVEL AND TOUR OPERATIONS DTOM4 - Certificate in Travel and Tour Supervision Level 3 (25 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 TOS3.1 RESEARCH TRAVEL AND DESTINATION INFORMATION  DEVELOP AND MAINTAIN RELATIONSHIPS WITH 3 TOS3.2  TOUR PROGRAMME SUPPLIERS DEVELOP AND MAINTAIN RELATIONSHIPS WITH 4 TOS3.3  TOURISM DESTINATION STAKEHOLDERS 5 TOS3.4 DEVELOP AND UPDATE LOCAL KNOWLEDGE  6 TOS3.5 HANDLE TRANSPORTATION ISSUES  SOURCE AND PACKAGE TOURISM PRODUCTS AND 7 TOS3.6  SERVICES SOURCE AND PROVIDE DESTINATION INFORMATION 8 TOS3.7  AND ADVICE 9 TOS3.8 OPERATE TOUR PROGRAMMES IN REMOTE AREAS  10 TOS3.9 MAINTAIN TRAVEL AND TOUR PRODUCT INVENTORY  OPERATE AN ONLINE INFORMATION AND 11 TOS3.10  RESERVATION SYSTEM 12 TOS3.11 SELL TAILOR-MADE TRAVEL SERVICES  OBTAIN AND COMMUNICATE CUSTOMER FEEDBACK 13 TOS3.12  AND INFORMATION 14 HRS3 CONDUCT A STAFF PERFORMANCE REVIEW  15 HRS7 PROVIDE ON-THE-JOB COACHING  16 HRS8 DELIVER A GROUP TRAINING SESSION  17 HRS9 QUALITY ASSURE WORK IN YOUR TEAM  18 HRS10 PLAN, ALLOCATE AND MONITOR WORK OF A TEAM  PREPARE AND ANALYSE FINANCIAL STATEMENTS 19 FMS4  AND REPORTS 20 GAS5 PLAN, MANAGE AND CONDUCT MEETINGS  21 CMS4 MANAGE SPECIAL EVENTS  22 SCS2 MANAGE INCIDENTS AND EMERGENCIES  23 SCS3 OPERATE BASIC SECURITY EQUIPMENT  24 GES10 PREPARE AND PRESENT REPORTS  25 GES16 PREPARE BUSINESS DOCUMENTS IN ENGLISH  24 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
22. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TRAVEL AND TOUR OPERATIONS ADTOM5 - Diploma in Travel and Tour Management Level 4 (26 Units) Levels Ref Unit No Unit Title Core Generic 1 2 3 4 5 MONITOR VEHICLES IN SAFE AND CLEAN 1 TOS4.1  OPERATIONAL CONDITION 2 TOS4.2 MANAGE TRAVEL OPERATIONS  DEVELOP, COST AND MONITOR A COMPLEX TOUR 3 TOS4.3  PROGRAMME 4 TOS4.4 MANAGE A TOUR PROGRAMME  ORGANIZE, CONDUCT AND FINALIZE A 5 TOS4.5  FAMILIARIZATION TRIP MONITOR THE PARTICIPATION IN TOURISM TRADE 6 TOS4.6  FAIRS AND EXHIBITIONS 7 TOS4.7 ANALYSE CUSTOMER FEEDBACK AND INFORMATION  8 RTS4.1 ADOPT GREEN OFFICE PRINCIPLES  DEVELOP AND DESIGN RESPONSIBLE TOURISM 9 RTS4.2  PRODUCTS AND SERVICES SELECT SUPPLIERS BASED ON RESPONSIBLE 10 RTS4.3  TOURISM PRINCIPLES 11 RTS4.4 DEVELOP, MANAGE AND MONITOR SUPPLIERS  ENSURE CUSTOMERS ARE AWARE OF RESPONSIBLE 12 RTS4.5  TOURISM POLICIES 13 RTS4.6 MAINTAIN RESPONSIBLE TOURISM PRACTICES  14 HRS1 IDENTIFY STAFF DEVELOPMENT NEEDS  15 HRS4 INITIATE AND FOLLOW DISCIPLINARY PROCEDURES  16 HRS5 RECRUIT, SELECT AND RETAIN STAFF  HANDLE STAFF GRIEVANCES AND RESOLVE 17 HRS6  PROBLEMS IMPLEMENT OCCUPATIONAL HEALTH AND SAFETY 18 HRS11  PRACTICES 19 FMS1 PREPARE BUDGETS  20 FMS2 PROCURE PRODUCTS OR SERVICES  21 FMS3 MANAGE BUDGETS  22 GAS1 MANAGE PHYSICAL RESOURCES  23 GAS4 MONITOR, CONTROL AND ORDER NEW STOCK  24 GAS6 MANAGE DAILY OPERATIONS  MANAGE QUALITY SERVICE AND CUSTOMER 25 CMS1  SATISFACTION 26 CMS2 COORDINATE MARKETING ACTIVITIES  © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 25
23. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TRAVEL AND TOUR OPERATIONS ADTOM5 - Advanced Diploma in Travel and Tour Management Level 5 (24 Units) Levels Ref Unit No Unit Title Core Generic 1 2 3 4 5 MANAGE AND IMPROVE TOUR PRODUCT 1 TOS5.1  MARKETING ANALYSE AND IMPROVE TRAVEL OPERATIONS, TOUR 2 TOS5.2  PRODUCTS AND SERVICES 3 RTS5.1 ENSURE RESPONSIBLE EMPLOYMENT CONDITIONS  BUILD CAPACITY OF STAFF IN SUSTAINABLE AND 4 RTS5.2  RESPONSIBLE TOURISM PRINCIPLES AND PRACTICES MONITOR AND EVALUATE TOUR PRODUCTS AND 5 RTS5.3  SERVICES SUPPORT TOURISM DESTINATIONS IN 6 RTS5.4  IMPLEMENTING RESPONSIBLE TOURISM PRACTICES SUPERVISE THE APPLICATION OF RESPONSIBLE 7 RTS5.5  TOURISM PRINCIPLES 8 HRS1 IDENTIFY STAFF DEVELOPMENT NEEDS  9 HRS2 PLAN THE WORKFORCE  10 HRS4 INITIATE AND FOLLOW DISCIPLINARY PROCEDURES  11 HRS5 RECRUIT, SELECT AND RETAIN STAFF  HANDLE STAFF GRIEVANCES AND RESOLVE 12 HRS6  PROBLEMS IMPLEMENT OCCUPATIONAL HEALTH AND SAFETY 13 HRS11  PRACTICES 14 FMS1 PREPARE BUDGETS  15 FMS2 PROCURE PRODUCTS OR SERVICES  16 FMS3 MANAGE BUDGETS  17 GAS1 MANAGE PHYSICAL RESOURCES  18 GAS2 OPTIMISE EFFECTIVE USE OF TECHNOLOGY  19 GAS3 ESTABLISH POLICIES AND PROCEDURES  20 GAS4 MONITOR, CONTROL AND ORDER NEW STOCK  21 GAS6 MANAGE DAILY OPERATIONS  MANAGE QUALITY SERVICE AND CUSTOMER 22 CMS1  SATISFACTION 23 CMS2 COORDINATE MARKETING ACTIVITIES  PLAN AND CONDUCT AND EVACUATION OF 24 SCS4  PREMISES 26 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
24. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TRAVEL AND TOUR OPERATIONS III. DETAILED STANDARDS TOS1.1. UNIT TITLE: PREPARE A BASIC TRAVEL PLAN UNIT DESCRIPTOR This unit describes the competencies required to process customer requirements to produce an itinerary for travel that does not include air travel. ELEMENTS AND PERFORMANCE CRITERIA E1. Confirm customer travel requirements E3. Process travel documentation and P1. Record customer information payment P2. Confirm customer needs and preferences P10. Prepare required travel documentation P3. Identify booking deadlines P11. Process payment/s by customer P4. Seek advice on sources of travel information P12. Issue travel documentation from others P13. Follow-up the payment with supplier P14. Up-date internal records E2. Process travel plan requirements P5. Select carriers and suppliers P6. Prepare draft itinerary P7. Obtain approval to arrange bookings for customer P8. Book approved itinerary with nominated carriers and suppliers P9. Request payment from customer KNOWLEDGE REQUIREMENTS K1. List the different sources of information and K5. Explain how to answer enquiries regarding suppliers costs and other product features K2. Identify the customer information required to K6. Describe how to confirm all details of the record details reservation with the customer K3. Explain how to develop a costed draft itinerary K7. Explain how to read and interpret customer that accommodates the identified needs of a files and profiles and customer requests customer and receives their approval for K8. Explain how to write customer files and proceeding with the booking customer requests K4. Explain how to elicit information from the K9. List the various payment methods available in customer about their requirements your workplace CONDITIONS OF PERFORMANCE AND VARIABLES 1. Working with customers such as: 3. Methods for processing the reservations: • End users of the service, i.e. the consumer • Face to face • Industry customers: retail travel agencies, • By fax inbound tour operators • By Internet 2. Recording customers details by means of: • By mail • A computer file • By phone • A manual file © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 27
25. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TRAVEL AND TOUR OPERATIONS CONDITIONS OF PERFORMANCE AND VARIABLES 4. Compiling customer profile with: 6. Updating financial status by: • Address • Checking and recording that the reservation • Full name and title has paid • Phone, fax, email and other communication • Checking correct method of payment methods • Generating and issuing invoices and credit • Special requests notes for changed reservation • Special needs • Inputting method of payment • Usual method of payment • Receiving, processing and recording payments 5. Documents issued to customers such as: 7. Processing general and specific customer • Confirmation letters requirements and reservation details such • Credit notes as: • Information packs • Arrival and departure details • Invoices • Times and locations • Paper-based or electronically transmitted • Details of other services being used materials • Final: names, numbers • Receipts • Information of a style of customer, e.g. special • Service vouchers interest group or VIP status • Payment arrangements • Special needs • Special requests: bedding, dietary requirements, services ASSESSMENT GUIDE ASSESSMENT METHODS Performance assessment must include: Suitable assessment methods may include: 1. Two travel plans correctly planned, booked, • Review of portfolio of travel-related paid for and settled documentation and internal business records 2. Two customer records updated and maintained • Direct observation, using role plays, of the with the travel plan individual receiving and processing reservations • Review of documents prepared by the individual such as: confirmation letters, credit notes, information packs, invoices, receipts, service vouchers, statistical reports • Written or oral questioning to assess knowledge of: information required by other departments to deliver products and services, different types of reservations and operations systems used RELEVANT OCCUPATIONS ACCSTP REF Tour Operator, Travel Agent, Travel Consultant, D2.TTA.CL2.05 Tourism Information Officer, Tourism Assistant 28 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
26. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TRAVEL AND TOUR OPERATIONS TOS2.1. UNIT TITLE: PREPARE TOUR PROGRAMME INFORMATION FOR PRESENTATION TO CUSTOMERS UNIT DESCRIPTOR This unit describes the competencies required to prepare tour programme information for presentation to customers. ELEMENTS AND PERFORMANCE CRITERIA E1. Prepare tour programme information E3. Update the information based on P1. Create and update accurate personal customers’ feedback and interaction reference materials using a filing system that P7. Identify and use opportunities to maintain allows quick and efficient access the currency of general knowledge about the P2. Organise information to reflect the needs of tour programme customers and the way in which information P8. Incorporate updated knowledge into the tour may be presented during a guiding activity programme improvement regularly and in a P3. Identify themes and messages from research culturally appropriate way to meet specific customer needs E2. Develop a tour programme presentation P4. Structure the content and the layout of the information to be presented P5. Present in detail the content of the programme P6. Explain the logistics and technical specifics of the programme KNOWLEDGE REQUIREMENTS K1. Explain why customers need to be taken step K6. Explain how to plan and organise activities by step through the tour programme K7. List and describe the specifics of compiling a K2. List most commonly required information presentation K3. Identify and explain information sources and K8. List and explain research and analysis database methodology and techniques K4. Explain how to communicate ideas and K9. Explain how to organise and systematize information feedback collected K5. Explain how to collect, analyse and organise information © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 29
27. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TRAVEL AND TOUR OPERATIONS CONDITIONS OF PERFORMANCE AND VARIABLES 1. Information may include: 2. Informal and formal research, opportunities • Local information: to update knowledge or sources of • Banks and money changing information may include: • Post and communication services, • Talking and listening to local experts transportation • Talking and listening to traditional owners • Entertainment, eating and shopping • Personal on site observation/exploration • Health, safety and welfare • Organising information from own memory and • Sightseeing and local attractions, local experiences traditions and culture, sport and recreation, • Watching TV, videos and films religion, history plus subjects queried by • Listening to radio customers • Reading newspapers, books and other • And others references • Questions include: • Surfing on Internet • Expected • Joining as an industry association member • Non-routine • Attending seminars or conferences • Open 3. Personal reference materials and filing • Closed systems may include: • Belligerent • Card reference systems • Optional • Computerised database of information • Notes based around different themes or characters • Notes for specific customer interests • Notes for particular types of customer group (e.g. from particular countries, special interests) • Chronologies of major events • Storylines • Customer profiles (e.g. interest profiles for particular age groups, nationalities) ASSESSMENT GUIDE ASSESSMENT METHODS Performance assessment must include: Suitable assessment methods may include: 1. At least three from brief processes • Direct observation of the trainee using 2. At least two from information processes knowledge to deliver a tour programme presentation • Questioning of group members on their response to the trainee’s breadth of knowledge and ability to deliver that knowledge in an interesting way • Review of a research portfolio to assess the trainee’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 a given tour programme • Review of portfolios of evidence from third party workplace • Reports of on-the-job performance by the trainee 30 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
28. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TRAVEL AND TOUR OPERATIONS RELEVANT OCCUPATIONS ACCSTP REF Tour operator, Travel agent, Travel Consultant, D2.TTA.CL2.01 Tourism Information Officer, Tourism Assistant © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 31
29. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TRAVEL AND TOUR OPERATIONS TOS2.2. UNIT TITLE: INFORM AND CONSULT CUSTOMERS IN RELATION TO TOUR PACKAGE PURCHASE AND CONSUMPTION UNIT DESCRIPTOR This unit describes the competencies required for informing and consulting the customers in relation to the purchase and consumption of tourism products and/or services. ELEMENTS AND PERFORMANCE CRITERIA E1. Help customers to identify their travel E4. Consulting the customer requirements and select tour package P11. Provide detailed information on the travel P1. Identify and clarify customers’ travel services products and services as well as on any requirements additional services, which accurately match the P2. Summarize accurately customers’ needs customer’s requirements P3. Propose all travel options available for the P12. Ensure the awareness about the booking customer’s requirements and suggest the best procedures in terms of legal and regulatory suitable option requirements P4. Advise customers of the total cost of their P13. Explain accurately and in detail about all travel arrangements documentation and administration required P5. Obtain customers’ acceptance of the proposed for the procedures arrangements P14. Ensure customer understanding of the prompt and appropriate resolving of documentation E2. Capture customer information discrepancies P6. Obtain customers’ consent to record the P15. Present the content as well as the necessary information administrative procedures on services and P7. Record the information quickly, accurately and products of interest for the customer in the required format P16. Clearly and fully explain all travel arrangements P8. Maintain confidentiality of information to the customers in a way they will understand E3. Process customer information P17. Ensure that customers have fully understood P9. Process and store the information to meet their travel arrangements and are satisfied with organisational and legal requirements the service before they leave your premises P10. Handle recorded objections to personal P18. Complete fully and accurately all customer information so as to maintain good customer records and pass them promptly to the relations relevant person(s) KNOWLEDGE REQUIREMENTS K1. List and describe the relevant parts of the K8. List the types of currency in use in major legislation and its implications when giving tourist destinations worldwide advice and information to customers K9. List the official languages in use in major K2. Explain the main requirements of legislation tourist destinations worldwide affecting the collection, storage and use of K10. Describe types of climate found in major personal information tourist destinations worldwide K3. Describe the need for maintaining customer K11. List the world time zones and their impact on confidentiality your customers K4. Explain the importance of accurate and secure K12. List and explain the elements that make up a record keeping package K5. List and describe the travel options and K13. Explain where to find accurate and up to date services the organisation can provide information to support the booking K6. Identify and describe the locations of the most K14. List the passport and visa types and explain visited outbound and domestic destinations for where to find information on visa and passport Vietnamese visitors entry requirements K7. Identify and describe the locations of the major K15. Explain what information to provide to tourist attractions and special events in customers to enable them to find out current Vietnam, Asia, Europe and throughout the mandatory and recommended health world precautions and regulations 32 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
30. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TRAVEL AND TOUR OPERATIONS KNOWLEDGE REQUIREMENTS K16. List and describe different entry requirements K25. Explain the consequences of incorrectly issuing for non-EU and EU passport holders to major and processing documents tourist destinations worldwide K26. Explain how to read and interpret maps to K17. List and describe the car rental terms and identify major seaports and airports, tourist abbreviations destinations, capital cities, major cities and K18. List the types of travel insurance available country groups in Vietnam, Asia, Europe and including amounts of cover, conditions, throughout the world exclusions and excesses K27. Explain how to present costings to customers K19. Explain the meaning of basic terms and K28. Describe how to determine customers’ abbreviations used on travel documentation eligibility for different insurance products (e.g. K20. Explain the booking terms and conditions and regarding age, pregnancy, medical history, etc.) any restrictions applying to the travel and K29. Explain how to interpret the travel additional services you are booking arrangement information on travel K21. List and explain the 3-letter airport codes and documentation how to encode and decode them K30. Explain how to complete suppliers’ manual or K22. List an describe types of tickets available for electronic booking documentation travel services and any conditions attached to K31. Explain the value of customer information to: their issue establishing current trends in travel and K23. Identify the methods of making documents tourism customers’ wants and needs; tailoring available to customers offers to specific customers’ profiles; K24. Explain the consequences of making booking maintaining contact with customers and errors building customer loyalty CONDITIONS OF PERFORMANCE AND VARIABLES 1. Information process: 2. Consultation process: • Information on travel services, such as: package • Consulting customers: individual, organisation, holidays, accommodation only, ferry travel only, small group flight only • Recording data: manually, electronically • Information on the booking conditions • Tickets: pre-issued, tickets on departure (TOD) • Information on legislation and regulations, as • Travel arrangements: check in times, luggage well as health and safety issues allowance, security procedures, departure point • Information on additional services, such as: car • Travel itineraries: content, schedule, pricing hire, transport to and from departure point, car parking, insurance, tour operator’s extras, mobility requirements • Collecting and processing customer contact details, product enquiries, relevant interests ASSESSMENT GUIDE ASSESSMENT METHODS Performance assessment must include: Suitable assessment methods may include: 1. At least five from each process groups • Direct observation of the individual doing the 2. The final analysis and applicability of the information and consultancy session/s findings • Written or oral questioning to assess knowledge of requirements, specifics and basics for consultancy and information processes’ implementation • Naturally occurring evidence in the workplace, or from simulation, which must be carefully designed/undertaken to reflect reality of a true work environment © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 33
31. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TRAVEL AND TOUR OPERATIONS RELEVANT OCCUPATIONS ACCSTP REF Tour operator, Travel agent, Travel Consultant, D2.TTA.CL2.09 Tourism Information Officer, Tourism Assistant 34 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
32. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TRAVEL AND TOUR OPERATIONS TOS2.3. UNIT TITLE: RECEIVE AND PROCESS A RESERVATION UNIT DESCRIPTOR This unit describes the competencies required for acting as an intermediary in receiving and processing reservations and bookings for a tourism, hospitality or event product or service offered for sale to agents or direct to the consumer. ELEMENTS AND PERFORMANCE CRITERIA E1. Receive reservation request E4. Update reservations P1. Determine the availability of the requested P12. Retrieve reservation data reservation and advise the customer P13. Update financial status of the reservation P2. Offer alternatives for unavailable reservations accurately including waitlist options P14. Accept process and record any customer P3. Answer enquiries regarding costs and other requests for amendments or cancellations product features P15. Provide details of amendment or cancellation conditions and charges and confirm customer E2. Make reservation and booking understanding P4. Identify and select the best available and suitable products and services E5. Advise others on reservation details P5. Conduct reservation and booking according to P16. Communicate general and specific customer organisation policies and procedures requirements and reservation details to appropriate departments and colleagues E3. Record details of reservation P17. Compile and provide reservation statistics P6. Record customer details against their reservation to allow correct interpretation by P18. Minimise use of printed materials and other operational personnel maximise electronic transmission and record keeping to reduce waste P7. Enhance customer service and operational efficiency by using available customer profile or history P8. Record any special requests P9. Confirm all details with the customer, confirm their understanding and agreement P10. File the reservation according to system or procedural requirements and provide customer with reference code P11. Prepare and issue documents tailored to customer reservation KNOWLEDGE REQUIREMENTS K1. List the different sources of reservations and K8. List the types of formats for and inclusions of the industry and organisational relationships reservations documents such as confirmation that exist letters and invoices K2. Describe different types of reservations and K9. Explain how to elicit information from the operations systems used customer about their requirements K3. Identify the customer information required to K10. Explain how to answer enquiries regarding record details costs and other product features K4. Explain about the information contained within K11. Describe how to confirm all details of the customer profiles reservation with the customer K5. Describe the information required by other K12. Explain how to read and interpret customer departments to deliver products and services files and profiles, customer requests and K6. Describe the reservation statistics and their complex product and costing information uses K13. Explain how to write customer files, succinctly K7. List and describe the features of products sold document complex customer requests, and specific costs document any conditions specifically applicable to reservations © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 35
33. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TRAVEL AND TOUR OPERATIONS CONDITIONS OF PERFORMANCE AND VARIABLES 1. Working with customers such as: 6. Documents issued to customers such as: • End users of the service, i.e. the consumer • Confirmation letters • Industry customers: retail travel agencies, • Credit notes inbound tour operators • Information packs 2. Recording customers details by means of: • Invoices • A computer file • Paper-based or electronically transmitted • A manual file materials • Receipts 3. Processing a reservation for: • Service vouchers • Air crew • MICE delegates 7. Updating financial status by: • Corporate clients • Checking and recording that the reservation has been deposited • Groups • Fully paid • Leisure or wholesale • Checking correct method of payment • Individuals • Generating and issuing invoices and credit • VIPs notes for changed reservation 4. Methods for processing the reservations: • Inputting method of payment • Face to face • Receiving, processing and recording payments • By fax 8. Processing general and specific customer • By Internet requirements and reservation details such • By mail as: • By phone • Arrival and departure details 5. Compiling customer profile with: • Times and locations • Address • Details of other services being used • Loyalty programme memberships, e.g. frequent • Final: names, numbers flyer • Operational or service requirements • Amount of business generated by the customer • Information of a style of customer, e.g. special • Full name and title interest group or VIP status • Phone, fax, email and other communication • Loyalty programmes methods • Payment arrangements • Special requests • Special needs • Special needs • Special requests: bedding, dietary requirements, • Usual method of payment services 36 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
34. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TRAVEL AND TOUR OPERATIONS ASSESSMENT GUIDE ASSESSMENT METHODS Performance assessment must include: Suitable assessment methods may include: 1. One real or simulated tourism, hospitality or • Review of portfolios of evidence event business operation or activity which • Direct observation, using role plays, of the receives and processes reservations recorded individual receiving and processing reservations in portfolio • Review of documents prepared by the 2. One real or simulated tourism, hospitality or individual such as: confirmation letters, credit event reservation or call centre environment notes, information packs, invoices, receipts, reservations system currently used by tourism, service vouchers, statistical reports hospitality or event industry operators to • Written or oral questioning to assess control the reservations function for the supply knowledge of: information required by other of their product or service recorded in portfolio departments to deliver products and services, 3. One example or case of current product and different types of reservations and operations costing information found within brochures, systems used product manuals, tariffs, price lists, and the reservations system recorded in portfolio 4. One example or case of current commercial reservations documentation including confirmation letters, invoices and credit notes recorded in portfolio 5. One list of customers with whom the individual can interact and for whom they process a reservation (names can be removed) RELEVANT OCCUPATIONS ACCSTP REF Tour operator, Travel agent, Travel Consultant, D2.TTA.CL2.18 Tourism Information Officer, Tourism Assistant © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 37
35. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TRAVEL AND TOUR OPERATIONS TOS2.4. UNIT TITLE: ADVISE CUSTOMERS PRIOR TO AND AFTER TRAVELLING UNIT DESCRIPTOR This unit describes the competencies required for advising customer prior to and after travelling ELEMENTS AND PERFORMANCE CRITERIA E1. Inform customers regarding all the E3. Identify and make changes to bookings information related to their coming travel P6. Inform customers promptly and accurately of P1. Ensure the clarity and completeness of the any changes to their booking and the financial entire information and other implications of any change P2. Highlight special notes/recommendations for P7. Offer customers, where available, a range of their travel suitable alternative courses of action to resolve any problems arising from changes and E2. Resolve customer queries about their establish accurately their preferences booking P8. Make agreed booking changes and update all P3. Ensure the clear understanding by customers records promptly and accurately about any implications arising from their query and the importance to receive accurate and P9. Ensure that communications with suppliers are complete information to resolve it polite and professional at all times P4. Provide customers with a range of suitable P10. Issue customers with suitably amended courses of action and reassurance, where documentation within the required time scale necessary following the organisation’s procedures P5. Secure customers’ consent to any course of E4. Advise customers on how to make travel action before it is implemented promptly and related claims and complaints accurately P11. Explain travel related claims and complaints clearly to customers P12. Answer correctly customers’ questions P13. Ensure that customers fully understand the process they need to follow and issue the correct documentation P14. Ensure the customer satisfaction with the service provided KNOWLEDGE REQUIREMENTS K1. List and describe the organisation’s procedures K4. List and describe the documents, which need for: to be completed, how to complete them and • Making changes to customer bookings what happens to them • Handling booking and other queries K5. List and explain the claims and complaints • Completing customers’ records procedures and documentation for the K2. Explain how to access original booking details, suppliers used by the organisation identify and record the changes required and K6. Explain why it is important to handle changes, why it is important to do this accurately customer queries, claims and complaints in a K3. Explain why it is important to provide details way that maintains goodwill and enhances the on all of the available alternatives (e.g. potential organisation’s public image loss of the booking) K7. Describe how to communicate effectively with customers and suppliers whilst assessing information, using reference material and making changes in order to maintain goodwill and the organisation’s reputation 38 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
36. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TRAVEL AND TOUR OPERATIONS CONDITIONS OF PERFORMANCE AND VARIABLES 1. Query: 3. Financial implications: • Non-arrival of documents • Additional payment required from the • Incomplete and or incorrect documentation customer • Requests for additional information • Amendment charge payable by the customer • Compensatory payment made to the customer 2. Changes: • Refund payable to the customer • Transport times • Destination 4. Procedures: • Accommodation • Completion of documents • Date of departure • Time scale for return of documents • Date of return • Items to be enclosed with claims • Length of trip • Writing covering letters • Departure point • Where to submit claims • Name • Follow-up • Cancellation by supplier • Further courses of action • Cancellation by customer ASSESSMENT GUIDE ASSESSMENT METHODS Performance assessment must include: Suitable assessment methods may include: 1. At least one from resolving a booking query • Direct observation of the individual doing 2. At least two from identifying and applying resolving of a booking query changes to the booking • Written or oral questioning to assess 3. At least one from advice on travel-related knowledge of requirements, specifics and claims and complaints basics for identifying and applying changes to the booking • 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 operator, Travel agent, Travel Consultant, N/A Tourism Information Officer, Tourism Assistant © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 39
37. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TRAVEL AND TOUR OPERATIONS TOS2.5. UNIT TITLE: IMPLEMENT A TOUR PROGRAMME UNIT DESCRIPTOR This unit describes the competencies required to implement a tour programme. ELEMENTS AND PERFORMANCE CRITERIA E1. Prepare the receiving of the guests E4. Organise sightseeing and other P1. Organise the reception of guests supplementary services and activities P2. Organise guest services from the pick-up place P12. Communicate and agree with entertainment to the accommodation and sightseeing suppliers on the entire set-up of the programme E2. Meet and greet guests P13. Introduce and present in detail the activities in P3. Welcome guests appropriately a regular and logical sequence P4. Introduce self and others P14. Communicate and agree in advance with P5. Ask questions to involve guests suppliers and customers on special needs if E3. Organise accommodation and meal any services P15. Adjust the programme depending on P6. Communicate and agree with accommodation force-major or any other unexpected and meal service suppliers on the entire set-up conditions of the programme E5. Build, maintain and develop relationships P7. Accommodate guests accordingly during the implementation of the tour P8. Assist in check-in/check-out procedures programme P9. Solve immediately any discrepancies to the P16. Build, maintain and develop relationships with services booked and provided by the local colleagues, drivers, local tour guides, local suppliers people at the attractions and local authorities P10. Deal with customers’ special needs if any P17. Provide recommendations for improvement of P11. Communicate and agree in advance with the relationships built suppliers and customers on special dietary if E6. See off guests any P18. Express gratitude for the participation in the tour programme both personally as well as on behalf of the organisation P19. Provide space for interaction and feedback both verbally as well as in written form P20. Ensure the customer satisfaction with the entire tour programme KNOWLEDGE REQUIREMENTS K1. Explain all operational elements of a tour K6. Explain how to deal with the organisation of programme the main and the supplementary services and K2. Define and explain all resources required for activities implementing a tour programme K7. Describe how to develop and apply customer K3. Describe the impact of welcoming and seeing care policies throughout a tour programme off guests according to customer satisfaction implementation procedures and quality assurance standards of K8. List the ways to follow health, safety and the organisation security records in accordance with K4. Explain how to build, develop and maintain organisation requirements relationships with customers, colleagues and K9. Develop how to ensure the liaison with suppliers industry colleagues K5. Describe how to follow a system for interaction with and involvement of the customer group in the tour programme implementation process 40 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
38. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TRAVEL AND TOUR OPERATIONS CONDITIONS OF PERFORMANCE AND VARIABLES 1. Tour programmes of varying durations: 6. Industry colleagues • Weekend tour programmes • Host communities • Multi-day tour programme • Ferry drivers/Boat • Single-day tour programmes • Tour managers • Local guides 2. Tour programme, including multiple products, services and sites: • Airlines • City or local communities • Tour guides • Free and easy package tours • Product suppliers (hotels, restaurants, • Cultural and heritage tours attractions, retail locations) • Eco-tours • Tour organisation office • Adventure tours 7. Cultural and heritage environments: • Special interest tours • How the environment developed and evolved • Historically and culturally significant features, 3. Briefing information or documentation: including details of any exhibits, displays or • Customer information performances • Schedule information • Individuals associated with the environment, • Supplier information their roles and impacts • Special request notes • Role of the environment in the local community, • Tickets/vouchers or other travel documentation both past and present for guide and/or group • Relationship of the environment to past and • Supplier contact details current Vietnamese culture and history • Optional tour services information 8. Safety regulations: • Financial documents • National Electrical and Fire Safety Codes • Promotional materials • Waste management statutes and rules • Emergency (24 hours) contact • ECC regulations 4. Specific issues for customer needs: 9. Hazards/risks: • Type of customers • Physical hazards – impact, illumination, • Customer special needs pressure, noise, vibration, temperature, radiation • Size of tour group • Biological hazards- bacteria, viruses, plants, • Length of tour programme parasites, mites, moulds, fungi, insects • Specific itinerary requirements • Chemical hazards – dusts, fibres, mists, fumes, • Special requests smoke, gasses, vapours • Style of commentary required • Ergonomics • Location of tour • Psychological factors – over exertion/excessive • Climate force, awkward/static positions, fatigue, direct • Equipment and resources required pressure, varying metabolic cycles • Environmental and cultural considerations • Physiological factors – monotony, personal • Language considerations relationship, work out cycle • Tour itinerary including route, schedule and 10. Contingency measures: highlights • Evacuation • Health and safety procedures • Isolation • Local regulations • Decontamination • Specific site procedures • Calling emergency personnel • Procedures at tour stops • Any group rules and regulations • Cultural and environmental considerations 5. Tour risk issues: • Customers (e.g. health issues) • Tour routes • Climate/weather • Crowd-related issues • Potential service delivery difficulties • Tight timing or scheduling © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 41
39. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TRAVEL AND TOUR OPERATIONS ASSESSMENT GUIDE ASSESSMENT METHODS Performance assessment must include: Suitable assessment methods may include: 1. At least one from preparing for receiving, • Direct observation of the individual doing meeting and seeing off guests meeting and seeing off guests 2. At least two from organizing main and • Written or oral questioning to assess supplementary services knowledge of requirements, specifics and 3. At least one from building, developing and basics for organizing main and supplementary maintaining relationships with service providers services for the tour programme • Case studies on building, developing and maintaining relationships with service providers based on reports, agreements, feedback • 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 operator, Travel agent, Travel Consultant, D2.TOS.CL4.06 Tourism Information Officer, Tourism Assistant 42 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
40. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TRAVEL AND TOUR OPERATIONS 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 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 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 43
41. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TRAVEL AND TOUR OPERATIONS 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 44 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
42. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TRAVEL AND TOUR OPERATIONS 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 45
43. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TRAVEL AND TOUR OPERATIONS 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 46 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
44. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TRAVEL AND TOUR OPERATIONS TOS3.1. UNIT TITLE: RESEARCH TRAVEL AND DESTINATION INFORMATION UNIT DESCRIPTOR This unit describes the competencies required for the research that is necessary to maintain an accurate picture of existing and potential travel and tourism destinations. ELEMENTS AND PERFORMANCE CRITERIA E1. Identify data sources E3. Record and analyse data P1. Recognize and use suitable opportunities to P7. Record data and information accurately and collect useful data and information relating to present it in the format required travel destinations and products P8. Store data securely using the organisation’s P2. Select reliable sources for collecting relevant information system(s) correctly and ensure the and valid information and implementing the availability to appropriate colleagues assessment P9. Develop criteria for analysis P3. Identify any gaps in sets of data and assess P10. Analyse the data according to the criteria set their impact on conclusions P11. Provide findings and conclusions on both the E2. Collect data needs and the expectations P4. Collect data and information, using a variety of suitable methods to meet your organisation’s requirements P5. Collect data and information at times and frequency to meet your research objectives P6. Ensure that the data collected is representative, detailed and valid KNOWLEDGE REQUIREMENTS K1. List and describe the methods of collecting K7. Explain how to use electronic inputting and data and information and their advantages and recording systems disadvantages K8. Describe when it is necessary to seek K2. Explain how to gather information from additional sources to verify information and telephone calls, face-to-face conversations, how support can be obtained to deal with printed documents, electronic and on-line verification problems sources K9. List and describe the variety of topics on which K3. Describe how to check the validity and customers typically require information currency of data and information K10. Explain why it is necessary to highlight gaps in K4. Explain the importance of collecting and sets of data and how such gaps can impact on recording data and information accurately conclusions K5. Describe the importance of ensuring that data K11. Explain why items of data and information are and information sources are reliable and needed and how they will be used current K12. Explain how to use the organisation’s data and K6. Explain where to find reliable data and information systems information, how to access them and when to use them © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 47
45. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TRAVEL AND TOUR OPERATIONS CONDITIONS OF PERFORMANCE AND VARIABLES 1. Sources and information collection process: 2. Assessment criteria development process: • Source collection and selection • Target orientation • Information gathering • Travel portfolio development • Surveys • Current and future travel and destination • Questionnaires improvement and development • Focus groups 3. Analysis and findings process: • Collaborative sessions • Basic research methodologies: qualitative and quantitative • Findings’ structure • Findings’ validity ASSESSMENT GUIDE ASSESSMENT METHODS Performance assessment must include: Suitable assessment methods may include: 1. At least one from each process group • Observation of practical candidate performance 2. At least three from sources and information • Simulation collection processes • Tour account dossier 3. At least one from assessment criteria • Oral and written questions development processes 4. The final analysis and applicability of the findings RELEVANT OCCUPATIONS ACCSTP REF Tour operator, Travel agent, Travel Consultant, D2.TTA.CL2.20 Tourism Information Officer, Tourism Assistant 48 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
46. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TRAVEL AND TOUR OPERATIONS TOS3.2. UNIT TITLE: DEVELOP AND MAINTAIN RELATIONSHIPS WITH TOUR PROGRAMME SUPPLIERS UNIT DESCRIPTOR This unit describes the competencies required to develop and maintain relationships with tour programme suppliers. ELEMENTS AND PERFORMANCE CRITERIA E1. Identify tour programme suppliers E3. Administer cooperation plans P1. Identify suppliers of tour products and services P10. Define performance indicators P2. Identify tour products and services purchased P11. Implement the cooperation plan based on from suppliers indicators set P3. Identify operational requirements relating to P12. Provide progress and other reports in the selection and use of suppliers accordance with organisational requirements P4. Locate and become familiar with sources of E4. Conduct on-going evaluation information and resources, in relation to P13. Review the cooperation plan to assess suppliers, services and products effectiveness in the workplace E2. Develop cooperation plans with tour P14. Propose recommendations for improvement programme suppliers based on the performance criteria P5. Develop cooperation plans based on P15. Identify problems and make adjustments monitoring of workplace needs and accordingly identification of opportunities for improvement and innovation P6. Develop scope and objectives of the required initiative based on organisational goals, staff and customer feedback P7. Consult appropriate stakeholders during the development of the plan P8. Develop appropriate and financially-sound resource strategies P9. Develop evaluation systems in consultation with appropriate colleagues KNOWLEDGE REQUIREMENTS K1. Explain how to comply with the organisational K5. List and explain the key planning concepts and policies and procedures in regard to tour techniques including the structure of plans and programme suppliers’ relationship steps in the planning process K2. Describe the specifics of tour programme K6. Describe the current internal and external suppliers and their relevance for the tour environments which impact on planning within package development and improvement the organisation or industry sector K3. Explain how to source and analyse a broad K7. Explain legal issues that impact on range of information on varying issues and organisational operations as appropriate to the from multiple sources industry sector K4. Describe the nature of relationships between different industry sectors © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 49
47. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TRAVEL AND TOUR OPERATIONS CONDITIONS OF PERFORMANCE AND VARIABLES 1. Tour programme suppliers may relate to: 3. Operational requirements relates to: • Internal and external suppliers • Carrier and supplier guidelines • Domestic and international suppliers • Regulatory requirements • Organisation contact details: name, telephone, • Organisational requirements fax, e-mail and office location/s 4. Objectives may include: • Names of key staff/contacts within the supplier • Sales figures business, including position held and areas of expertise • Revenues • Delivery times 2. Products and services may include: • Service standards • Transportation and transfers • Client numbers • Accommodation and entertainment • Sales figures and targets • Tours and cruises • Booking levels • Entrances to attractions and sites • Customer or staff feedback • Tourist guiding services • Productivity gains • Meals, functions and events • Workshops and exhibitions 5. Evaluation may include: • Special items with corporate branding • Key performance indicators • Venue, speaker and equipment services • Customer feedback • Special event consumable items • Employee feedback • Catering 6. Performance indicators may include: • Sales • Customer service ASSESSMENT GUIDE ASSESSMENT METHODS Performance assessment must include: Suitable assessment methods may include: 1. At least two cooperation plans with tour • Observation of practical trainee performance programme suppliers. • Portfolio of tour programme related 2. At least two plans for improvement of tour documentation and internal business records programme suppliers cooperation • Case studies • Simulated exercises • Oral and written questions • Third party reports completed by a supervisor or customer project and assignment work. RELEVANT OCCUPATIONS ACCSTP REF Tour Operator, Travel Agent, Travel Consultant, D2.TOS.CL4.06 Tourism Information Officer, Tourism Assistant 50 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
48. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TRAVEL AND TOUR OPERATIONS TOS3.3. UNIT TITLE: DEVELOP AND MAINTAIN RELATIONSHIPS WITH TOURISM DESTINATION STAKEHOLDERS UNIT DESCRIPTOR This unit describes the competencies required to develop and maintain relationships with tourism destination stakeholders. ELEMENTS AND PERFORMANCE CRITERIA E1. Identify tourism destination stakeholders E3. Consult with the tourism destination P1. Identify tourism destination stakeholders stakeholders P2. Locate and become familiar with sources of P6. Conduct consultations about opportunities and information and resources, in relation to potential tourism developments stakeholders, services and products P7. Provide relevant, current and accurate information to facilitate informed debate and E2. Seek and process information about decisions tourism opportunities P3. Select appropriate communication approaches E4. Make collaborative decisions about and consult tourism destination stakeholders tourism opportunities about potential involvement in tourism P8. Make decisions about tourism opportunities opportunities based on analysis and consultation P4. Define information sources for tourism, P9. Make decisions that reflect the wishes of the tourism market trends and distribution and tourism destination stakeholders marketing networks P10. Integrate information collected into future P5. Identify product and service gaps as well as the planning of tourism activities potential for future sustainable and responsible development KNOWLEDGE REQUIREMENTS K1. Describe the cultural and economic impacts of K5. List and explain the key features of tourism on tourism destination stakeholders environmentally or culturally sensitive areas in K2. Explain the tourism industry structure and the local or regional area interrelationships, networks and information K6. Define the main tourism destination sources stakeholders, the infrastructure within the K3. List and describe the main stakeholders in particular community, and social, cultural and local, regional, state or territory, and national economic aspects of the community tourism organisations and the structures of K7. Explain how to apply consultative and these organisations at each level communication mechanisms commonly used K4. Describe the current tourism product base for by organisations and the tourism destination the particular tourism destination stakeholders © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 51
49. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TRAVEL AND TOUR OPERATIONS CONDITIONS OF PERFORMANCE AND VARIABLES 1. Tourism destination stakeholders may 4. Tourism destination impact may include: comprise: • Benefits: cultural, including cultural • Extended families in urban or rural settings preservation; economic; employment • Groups with common cultural links and opportunities; greater understanding between interests host and visitor cultures; improved local • Individuals who identify with and are accepted facilities; visitor education by a particular group • Costs: damage to environmentally or • Residents in urban, regional or rural settings culturally sensitive areas, effect on social • Traditional communities on ancestral lands structures, trivialisation of culture 2. Tourism opportunities may include: 5. Tourism destination stakeholders’ consultations may include: • Accommodation and facilities development • Meetings with tourism destination stakeholders • Attractions • Individual and small group consultations • Tourism destination involvement in: Providing staff for external operations, training for the • Presentations from specialist advisers tourism industry • Formal and informal tourism destination • Events research • Festivals • Publication and display of information excerpts for tourism destination stakeholders’ comment • Tour operations • Social media activities • Tourism retailing operations • Visits to the tourism destination by external 6. Current and accurate information to be tour operators provided to the tourism destination stakeholders may include: 3. Information sources may include: • Proposed tourism products • Tourism destinations with common interests • Tourism destination stakeholders’ capacity: • Government bodies: Funding agencies, land ability to successfully market proposed tourism management agencies products, ability to successfully deliver • Internet proposed tourism products • Local people • Tourism destination stakeholders’ impacts: • Reports and research: local, state, regional or negative, positive national marketing plans, statistical data • Tourism industry and market information: • Research bodies: public, private current market trends and needs, product and • Tourism operators: accommodation, service gaps within the local area and region, destination marketing companies, tour service and quality expectations, distribution operators, inbound tour operators, tour and marketing networks wholesalers, tourism organisations and • Information about other communities associations, training agencies • Recommendations, including any alternative product offerings for the tourism destination stakeholders to consider ASSESSMENT GUIDE ASSESSMENT METHODS Performance assessment must include: Suitable assessment methods may include: 1. At least one report on tourism opportunities • Evaluation of a project conducted by the with tourism destination stakeholders trainee to identify tourism opportunities for 2. At least two plans for tourism activities’ tourism destination stakeholders development based on consultations with the • Set of case studies to assess the individual’s tourism destination stakeholders ability to define tourism destination stakeholders with different: social, cultural and economic structures and issues; tourism product bases, and distribution and marketing networks • Written or oral questioning to assess knowledge of tourism industry structure and interrelationships, distribution networks and tourism destination stakeholders consultation processes 52 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
50. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TRAVEL AND TOUR OPERATIONS RELEVANT OCCUPATIONS ACCSTP REF Tour Operator, Travel Agent, Travel Consultant, D2.TCS.CL5.02 Tourism Information Officer, Tourism Assistant © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 53