Tiêu chuẩn nghề du lịch Việt Nam - Travel and Tour Operations (Phần 2)

Nội dung text: Tiêu chuẩn nghề du lịch Việt Nam - Travel and Tour Operations (Phần 2)

1. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TRAVEL AND TOUR OPERATIONS RTS4.1. UNIT TITLE: ADOPT GREEN OFFICE PRINCIPLES UNIT DESCRIPTOR This unit covers the competencies required to adopt green office principles. ELEMENTS AND PERFORMANCE CRITERIA E1. Reduce energy consumption E3. Minimize waste P1. Contribute to energy saving following the P8. Use crockery, not disposables organisation policy P9. Order food for meetings carefully P2. Switch off computers and lights when not in P10. Provide recycle bins for staff use E4. Save water P3. Use natural ventilation or keep air-conditioning between 24-26º C P11. Use water saving mechanisms P12. Report and act on leaks E2. Reduce paper and printing and increase P13. Ensure taps are completely turned off after use recycling P4. Print double-sided P5. Use recycled paper and printer cartridges P6. Use scrap paper for notes P7. Edit documents on screen KNOWLEDGE REQUIREMENTS K1. List and explain the importance of adopting K5. Define the significance of water saving and green office principles minimising waste at an organisational level K2. Describe the procedures for energy K6. Explain how to apply responsible tourism consumption reduction within an organisation principles to practice K3. List and describe the ways of reducing paper K7. List and describe responsible tourism and printing information sources K4. Explain the meaning of increasing the recycling 128 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
2. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TRAVEL AND TOUR OPERATIONS CONDITIONS OF PERFORMANCE AND VARIABLES 1. Principles of responsible tourism include: Important behaviours for supervisors/ • Use natural resources optimally managers include: • Respect and conserve socio-cultural 1. Encourage, generate and recognise innovative authenticity solutions • Ensure viable, long-term economic benefits to 2. Constructively challenge the status quo and all stakeholders seek better alternatives 3. Try out new ways of working 2. Organisational procedures and themes may include: 4. Keep people informed of plans and • Use of solar or renewable energies where developments in a timely way appropriate 5. Balance the diverse needs of different • Reducing emissions of greenhouse gases customers • Reducing use of non-renewable resources 6. Continuously improve products and services • Making more efficient use of resources, energy 7. Take repeated or different actions to overcome and water obstacles • Maximising opportunities to re-use, recycle and 8. Identify and raise ethical concerns reclaim materials 9. Take personal responsibility for making things • Identifying strategies to offset or mitigate happen environmental impacts: 10. Monitor the quality of work and progress • Energy conservation against plans and take appropriate corrective action, where necessary • Reducing chemical use 11. Communicate a vision that inspires enthusiasm • Reducing material consumption and commitment • Expressing purchasing power through the 12. Communicate clearly the value and benefits of selection of suppliers with demonstrated a proposed course of action environmental performance e.g. purchasing renewable energy 13. Present ideas and arguments convincingly in ways that engage people • Eliminating the use of hazardous and toxic materials ASSESSMENT GUIDE ASSESSMENT METHODS Assessment of units at level 3-5 is normally based Suitable methods will include: on performance at work. Some units at levels 3-5 • Portfolio of workplace evidence cannot be assessed by observation due to • Personal statements confidentiality, work constraints/environment etc. • Witness testimony This unit may be assessed holistically by means of • Professional discussion a portfolio of evidence or report on implementing Simulation can be used in colleges or in the responsible tourism principles in an office workplace for some performance criteria but should environment. Individuals are expected to be used sparingly. demonstrate that they can apply relevant concepts to situations which they could face as supervisors/ A portfolio or written report should be managers. They are also expected to suggest, justify supplemented by oral questions to ensure all and evaluate possible courses of actions which they aspects of the evidence requirements are fully may take to deal with situations and with challenges met. that they face as supervisors/managers in an organisation. Note that all evidence should remove names of personnel to protect the privacy of individuals and the organisation. Performance assessment must include: 1. At least two responsible green office principles applied 2. At least two cases of responsible green office procedures seen by assessor © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 129
3. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TRAVEL AND TOUR OPERATIONS RELEVANT OCCUPATIONS ACCSTP REF Tour Guide, Tour Leader, Tour Operator, Travel and N/A Tour Manager, Agency Manager, Hotel Manager, Food and Beverage Supervisor 130 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
4. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TRAVEL AND TOUR OPERATIONS RTS4.2. UNIT TITLE: DEVELOP AND DESIGN RESPONSIBLE TOURISM PRODUCTS AND SERVICES UNIT DESCRIPTOR This unit covers the competencies required to develop and design responsible tourism products and services. ELEMENTS AND PERFORMANCE CRITERIA E1. Source component responsible products/ E2. Design responsible tourism products and services services P1. Select destinations with good environmental P6. Develop packaged responsible products and management systems services to meet the requirements of specific P2. Identify and determine destination and customers or markets responsible product/service preferences and P7. Combine and integrate responsible tourism requirements of customer or consumer market product components to create maximum to be serviced added value in terms of sustainability P3. Research potential responsible tourism P8. Make agreements with suppliers according to destinations and responsible component organisational responsible policy and other products and services using appropriate requirements and confirm in writing in line with criteria organisation procedures P4. Develop a company Responsible Tourism P9. Cost responsible tourism products/services to Policy that considers: hiring local guides, ensure profitability using appropriate purchasing local products and services, responsible criteria working with local operators, limiting tour P10. Document the responsible tourism product/ group size, carbon footprint/emission service clearly to include full details of all reduction inclusions, exclusions and add-ons and present P5. Select responsible destinations and to colleagues or customers responsible products/services based on the P11. Check and incorporate legal requirements research conducted related to responsible tourism KNOWLEDGE REQUIREMENTS K1. Explain the characteristics of the responsible K4. List and describe the key principles and tourism principles and practices, including elements of calculating complex packaged structure and interrelationships, responsible product costings and pricing structures tourism industry networks and information K5. Define the distribution and marketing sources networks, especially those involved in K2. List and describe the responsible tourism distributing responsible tourism products or industry information sources or destination services marketing networks and their value in K6. Explain the mark-up procedures and rates conducting research for the responsible appropriate to the responsible tourism tourism product development process products and services and the varying K3. List and explain the responsible customer or organisations within the distribution network market product preferences and requirements K7. Define typical responsible tourism product/ service package styles for different markets or customer types © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 131
5. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TRAVEL AND TOUR OPERATIONS CONDITIONS OF PERFORMANCE AND VARIABLES 1. Responsible tourism product/service legal 5. Requirements of specific responsible requirements may relate to: tourism customers or markets may relate • Child sex tourism to: • Legal liability insurance requirements and duty • Type of eco-certified accommodation of care of customers • Food (environmentally sustainable) • Environmental protection (This would include • Budget required environmental licences, permits, • Responsible tourism product or service accreditation and minimal impact practices). preferences and requirements • Local community protection (This would include • Socio-cultural sensitivity land ownership, management and access • Responsible image of providers (travel, onsite, requirements). local, etc.) • Consumer protection (This would include • Integration into a wider touring, event or other refund requirements that must be met by responsible tourism programme tourism businesses, terms and conditions of quotations and cancellation fees). Important behaviours for supervisors/ • Responsible service of alcohol managers include: • Food origin and safety 1. Encourage, generate and recognise innovative solutions 2. Research may include: 2. Constructively challenge the status quo and • Desk research seek better alternatives • Personal contact with responsible tourism 3. Try out new ways of working authorities, responsible tourism product 4. Keep people informed of plans and suppliers or distribution network developments in a timely way • Responsible tourism destination or site 5. Balance the diverse needs of different inspection customers 3. Good environmental management system at 6. Continuously improve quality of products and the destination may include: services • Good water and energy availability 7. Take repeated or different actions to overcome • Adequate transport infrastructure obstacles • Wastewater treatment systems 8. Identify and raise ethical concerns • Land and marine conservation strategies and 9. Take personal responsibility for making things structures happen 10. Monitor the quality of work and progress 4. Responsible tourism component products against plans and take appropriate corrective and services to be packaged might include: action, where necessary • Green/Eco-certified accommodation 11. Communicate a vision that inspires enthusiasm • Environmentally sustainable transport, such as and commitment air, rail, bus or coach, and shipping 12. Communicate clearly the value and benefits of • Low-impact forms of transportation a proposed course of action • Entrances to attractions, museums, events and 13. Present ideas and arguments convincingly in exhibits in compliance with the responsible ways that engage people tourism practices • Local and/or sustainable origin food, beverage and catering • Responsible tourism entertainment, tours, cruises, conference facilities • Tour guiding services • Special event consumable items • Carbon footprint reduction/clear measurement criteria • Tour group size 132 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
6. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TRAVEL AND TOUR OPERATIONS ASSESSMENT GUIDE ASSESSMENT METHODS Assessment of units at level 3-5 is normally based Suitable assessment methods may include: on performance at work. Some units at levels 3-5 • Project activities to develop packaged cannot be assessed by observation due to responsible tourism products and services in confidentiality, work constraints/environment etc. conjunction with an industry operator This Unit may be assessed holistically by means of • Review of completed responsible product a portfolio of evidence or report on implementing costing and pricing structures for specific responsible tourism principles in a tourism packaged products or programmes environment. Individuals are expected to • Case studies to assess the trainee’s ability to demonstrate that they can apply relevant concepts research and meet the needs of responsible to situations which they could face as supervisors/ customers or markets with differing responsible managers. They are also expected to suggest, justify tourism product preferences and requirements and evaluate possible courses of actions which they • Written and oral questioning or interview to may take to deal with situations and with challenges test knowledge such as principles and practices that they face as supervisors/managers in an of the responsible tourism industry organisation. • Workplace reports of on-the-job performance Note that all evidence should remove names of by the trainee personnel to protect the privacy of individuals and the organisation. Performance assessment must include: 1. At least two developed responsible tourism products/services 2. At least one costing of a responsible tourism product/service 3. At least one report on the development of a responsible tourism product/service RELEVANT OCCUPATIONS ACCSTP REF Tour Guide, Tour Leader, Tour Operator, Travel and N/A Tour Manager, Agency Manager, Hotel Manager, Food and Beverage Supervisor © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 133
7. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TRAVEL AND TOUR OPERATIONS RTS4.3. UNIT TITLE: SELECT SUPPLIERS BASED ON RESPONSIBLE TOURISM PRINCIPLES UNIT DESCRIPTOR This unit covers the competencies required to select suppliers based on responsible tourism principles. ELEMENTS AND PERFORMANCE CRITERIA E1. Develop sustainability policy and E3. Ensure supplier contracts include clear standards for suppliers statements on Responsible tourism P1. Conduct a baseline sustainability assessment practices P2. Ensure to inform suppliers about the P8. Work collaboratively with suppliers to improve organisation’s sustainability policy for suppliers the contracts in terms of environmental, social and its ramifications and ethical standards with the aim of realising continuous improvement in all three areas E2. Select suppliers based on Responsible P9. Ensure that all relevant suppliers’ employees tourism principles and criteria are aware of the Responsible Purchasing Policy P3. Select suppliers, who aim to minimise the use and have implications based upon it in their of energy, water and raw materials where contractual agreements practical P4. Select suppliers, who maximise the use of E4. Ensure suppliers are aware of recyclable and renewable materials including requirements and provide guidelines to energy where possible help suppliers meet criteria P5. Select suppliers, who take practical efforts to P10. Support suppliers to reach the sustainability minimise waste and dispose of it in a safe, standards by raising awareness on efficient, and environmentally responsible sustainability issues manner P11. Provide feedback to suppliers on performance P6. Select suppliers, who avoid contamination of P12. Provide technical support to suppliers for the the local environment and ensure that implementation of sustainability actions emissions, air, noise and odour pollution is, as P13. Develop a sustainable supply chain action plan a minimum, within nationally defined limits to support suppliers in meeting the P7. Select suppliers, who have documented sustainability standards policies regarding environmental, socio-cultural P14. Ensure that suppliers demonstrate continuous and economic responsible tourism improvement in their approach to sustainable management and responsible purchasing KNOWLEDGE REQUIREMENTS K1. Describe the roles and responsibilities of K4. Describe the company communication and different types of suppliers collaboration procedures K2. Explain risk management issues to be K5. Explain how to design success criteria for considered for key areas of potential collaboration cooperation K6. Explain how to select suppliers based on K3. Describe the terminology, services and key Responsible tourism principles and criteria technology in key areas of responsible tour K7. Describe how the develop a contractual programme collaboration such as: agreement with a supplier based on • Catering responsible tourism principles • Venue decoration K8. List and describe the raising awareness • Audio-visual options mechanisms • Lighting • Entertainment • Security • Electronic media coverage of events • Safety equipment, etc. 134 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
8. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TRAVEL AND TOUR OPERATIONS CONDITIONS OF PERFORMANCE AND VARIABLES 1. Responsible tourism suppliers may include: Important behaviours for supervisors/ • Accommodation providers (hotels, tour resorts, managers include: cruise ships, motels, hostels, etc.), certified 1. Encourage, generate and recognise innovative based on sustainability and responsible tourism solutions criteria 2. Constructively challenge the status quo and • F&B providers (restaurants, guest houses, seek better alternatives cafeterias, bars, confectionaries, etc.) certified 3. Try out new ways of working based on sustainability and responsible tourism 4. Keep people informed of plans and criteria developments in a timely way • Meeting halls’ providers (conference, workshop, 5. Balance the diverse needs of different seminar venues; exhibition halls; etc.), certified customers based on sustainability and responsible tourism 6. Continuously improve quality of products and criteria services • Staging and audio visual suppliers 7. Take repeated or different actions to overcome • Display suppliers obstacles • Caterers 8. Identify and raise ethical concerns • Entertainers 9. Take personal responsibility for making things • Equipment hire companies happen • Tour programme collaboration areas 10. Monitor the quality of work and progress • Catering against plans and take appropriate corrective • Venue decoration action, where necessary • Audio-visual options 11. Communicate a vision that inspires enthusiasm • Lighting and commitment • Entertainment 12. Communicate clearly the value and benefits of • Security a proposed course of action • Electronic media coverage of events 13. Present ideas and arguments convincingly in ways that engage people • Preventing commercial and sexual exploitation of children • Safety equipment, etc. 2. Specifications for suppliers services may include or relate to: • Price • Performance standards • Timelines • Technical specifications for equipment etc. • Theme-related requirements • Regulatory requirements • Previous experience 3. Principles of responsible tourism: • Use natural resources optimally • Respect and conserve socio-cultural authenticity • Ensure viable, long-term economic benefits to all stakeholders © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 135
9. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TRAVEL AND TOUR OPERATIONS ASSESSMENT GUIDE ASSESSMENT METHODS Assessment of units at level 3-5 is normally based Suitable assessment methods may include: on performance at work. Some units at levels 3-5 • Case studies cannot be assessed by observation due to • Observation of practical trainee performance confidentiality, work constraints/environment etc. • Oral and written questions This unit may be assessed holistically by means of • Portfolio evidence a portfolio of evidence or report on implementing • Problem solving responsible tourism principles in a tourism • Role plays environment. Individuals are expected to • Project and assignment work. demonstrate that they can apply relevant concepts to situations which they could face as supervisors/ managers. They are also expected to suggest, justify and evaluate possible courses of actions which they may take to deal with situations and with challenges that they face as supervisors/managers in an organisation. Note that all evidence should remove names of personnel to protect the privacy of individuals and the organisation. Performance assessment must include: 1. At least three responsible tour programme supplies’ collaborations 2. At least one contractual agreement based on responsible tourism principles and criteria 3. At least one report on awareness raising campaigns RELEVANT OCCUPATIONS ACCSTP REF Tour Guide, Tour Leader, Tour Operator, Travel and N/A Tour Manager, Agency Manager, Hotel Manager, Food and Beverage Supervisor 136 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
10. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TRAVEL AND TOUR OPERATIONS RTS4.4. UNIT TITLE: DEVELOP, MANAGE AND MONITOR SUPPLIERS UNIT DESCRIPTOR This unit covers the competencies required to develop, manage and monitor suppliers. ELEMENTS AND PERFORMANCE CRITERIA E1. Set supplier sustainability targets E4. Conduct health, safety and property P1. Develop criteria for supplier sustainability audits of selected suppliers targets P9. Develop criteria for health, safety and property P2. Set supplier sustainability targets for audits improvement for individual supplier as well as P10. Communicate the developed criteria accurately the overall percentage goal of the organisation to suppliers for all suppliers P11. Conduct regular health, safety and property P3. Communicate the supplier sustainability P12. Organise regular training/coaching sessions on targets accurately and provide support for health, safety and property implementation E5. Ensure government regulations on the E2. Develop a sustainable supply chain action safe operations of services are followed plan P13. Assist and support suppliers in implementing P4. Develop a sustainable supply chain action plan government regulations on the safe operations to support suppliers in meeting the of services sustainability standards P14. Conduct regular coaching sessions on P5. Ensure that suppliers demonstrate continuous government regulations on the safe operations improvement in their approach to sustainable P15. Monitor the operation and documentation flow and responsible purchasing of the suppliers, regarding safe operation of E3. Support suppliers to reach the sustainability services standards P6. Support suppliers to reach the sustainability standards by raising awareness on sustainability issues P7. Provide feedback to suppliers on performance P8. Provide technical support to suppliers for the implementation of sustainability actions KNOWLEDGE REQUIREMENTS K1. Describe the roles and responsibilities of K6. Describe how to develop efficient feedback different types of suppliers provision criteria K2. Explain how to design sustainability target K7. Explain the characteristics of health, safety and criteria property audits for suppliers K3. Describe the company communication and K8. Explain how to conduct training/coaching collaboration procedures sessions with suppliers K4. Explain the steps for developing a sustainable K9. List and describe the government regulations supply chain action plan on the safe operations K5. List and describe the ways of supporting K10. Explain the importance of monitoring the suppliers to demonstrate continuous operation and documentation flow of the improvement in their approach to sustainable suppliers, regarding safe operation of services and responsible purchasing © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 137
11. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TRAVEL AND TOUR OPERATIONS CONDITIONS OF PERFORMANCE AND VARIABLES 1. Responsible tourism suppliers may include: Important behaviours for supervisors/ • Accommodation providers (hotels, tour resorts, managers include: cruise ships, motels, hostels, etc.), certified 1. Encourage, generate and recognise innovative based on sustainability and responsible tourism solutions criteria 2. Constructively challenge the status quo and • F&B providers (restaurants, guest houses, seek better alternatives cafeterias, bars, confectionaries, etc.) certified 3. Try out new ways of working based on sustainability and responsible tourism 4. Keep people informed of plans and criteria developments in a timely way • Meeting halls’ providers (conference, workshop, 5. Balance the diverse needs of different seminar venues; exhibition halls; etc.), certified customers based on sustainability and responsible tourism 6. Continuously improve quality of products and criteria services • Staging and audio visual suppliers 7. Take repeated or different actions to overcome • Display suppliers obstacles • Caterers 8. Identify and raise ethical concerns • Entertainers 9. Take personal responsibility for making things • Equipment hire companies happen • Tour programme collaboration areas 10. Monitor the quality of work and progress • Catering against plans and take appropriate corrective • Venue decoration action, where necessary • Audio-visual options 11. Communicate a vision that inspires enthusiasm • Lighting and commitment • Entertainment 12. Communicate clearly the value and benefits of • Security a proposed course of action • Electronic media coverage of events 13. Present ideas and arguments convincingly in ways that engage people • Safety equipment, etc 2. Specifications for suppliers services may include or relate to: • Price • Performance standards • Timelines • Technical specifications for equipment etc. • Theme-related requirements • Regulatory requirements • Previous experience 3. Principles of responsible tourism: • Use natural resources optimally • Respect and conserve socio-cultural authenticity • Ensure viable, long-term economic benefits to all stakeholders 138 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
12. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TRAVEL AND TOUR OPERATIONS ASSESSMENT GUIDE ASSESSMENT METHODS Assessment of units at level 3-5 is normally based Suitable assessment methods may include: on performance at work. Some units at levels 3-5 • Case studies cannot be assessed by observation due to • Observation of practical trainee performance confidentiality, work constraints/environment etc. • Oral and written questions This unit may be assessed holistically by means of • Portfolio evidence a portfolio of evidence or report on implementing • Problem solving responsible tourism principles in a tourism • Role plays environment. Individuals are expected to • Project and assignment work demonstrate that they can apply relevant concepts to situations which they could face as supervisors/ managers. They are also expected to suggest, justify and evaluate possible courses of actions which they may take to deal with situations and with challenges that they face as supervisors/managers in an organisation. Note that all evidence should remove names of personnel to protect the privacy of individuals and the organisation. Performance assessment must include: 1. At least one set of sustainability targets developed 2. At least one supply chain action plan developed 3. At least one report on health, safety and property audit RELEVANT OCCUPATIONS ACCSTP REF Tour Leader, Tour Operator, Travel and Tour N/A Manager, Agency Manager, Hotel Manager, Food and Beverage Supervisor © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 139
13. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TRAVEL AND TOUR OPERATIONS RTS4.5. UNIT TITLE: ENSURE CUSTOMERS ARE AWARE OF RESPONSIBLE TOURISM POLICIES UNIT DESCRIPTOR This unit covers the competencies required to ensure customers are aware of responsible tourism policies. ELEMENTS AND PERFORMANCE CRITERIA E1. Provide customers with information on E4. Ensure the quality standards of suppliers responsible tourism behaviour are accurately promoted P1. Develop dissemination channels for interaction P8. Ensure that the customers are fully informed of with customers suppliers’ quality standards P2. Provide customers with “Do’s and Don’ts” in P9. Specify quality assurance in such areas as terms of responsible behaviour for suppliers sanitation and hygiene, food safety, equipment and destinations and appliances, and vehicle maintenance P3. Ensure the regular dissemination flow of E5. Ensure the privacy of customer data is information on responsible tourism to maintained customers P10. Provide secure handling of customer data E2. Develop a company code of conduct for P11. Ensure storage of private personal and customers financial data P4. Develop organisational guidelines and E6. Provide opportunities for customers to procedures for following responsible tourism give feedback on services and destination behaviour for customers quality P5. Disseminate to customers in a pre-departure P12. Develop feedback communication tools for information pack or directly communicate to customers to provide feedback on services and them when presenting the tour products and destination quality, including the services environmental and social aspects of the E3. Ensure the cultural and environmental holiday experience integrity of destinations is accurately P13. Improve feedback communication tools based promoted on organisational requirements and customers’ P6. Ensure that company communication materials interaction refer to the cultural and environmental integrity of destinations P7. Enable tourists to choose the most appropriate destination for their needs and interests KNOWLEDGE REQUIREMENTS K1. List and describe the types and specifics of K7. Explain how to identify and assess customers’ different dissemination channels for needs interaction with customers K8. Describe and explain the specific quality K2. Explain the importance of developing a standards of suppliers related to responsible company code for responsible behaviour of tourism practices customers K9. Explain the importance of customer data K3. Define the characteristics of efficient protection dissemination flow of information K10. Identify and explain customer interaction and K4. Explain how to develop organisational feedback analysis guidelines and procedures for following K11. List and describe the data and information responsible tourism behaviour for customers sources on improving communication tools K5. Describe the role of a pre-departure with customers information pack for customers K6. Define and explain the cultural and environmental integrity of destinations 140 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
14. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TRAVEL AND TOUR OPERATIONS CONDITIONS OF PERFORMANCE AND VARIABLES 1. Information on responsible tourism 5. Analysis and improvement/update process behaviour may relate to: may refer to: • Water and energy use • Basic research methodologies: qualitative and • Waste quantitative • Laundry • Findings’ structure • Supporting locally made products • Findings’ validity • Environmental and social information on the • Data and Information collection process destination • Data collection • Commercial and sexual exploitation of • Information gathering children • Sampling • Appropriate behaviour towards local people • Interviewing • Dress codes • Surveys 2. Feedback communication tools may include: • Questionnaires • Questionnaires • Focus groups • Interviews • Collaborative sessions • Written feedback forms • Assessment criteria development process • Customer profiling 3. Principles of responsible tourism: • Target orientation • Use natural resources optimally • Current and future product improvement and • Respect and conserve socio-cultural development authenticity • Ensure viable, long-term economic benefits to Important behaviours for supervisors/ all stakeholders managers include: 1. Encourage, generate and recognise innovative 4. Organisational procedures and themes may solutions include: 2. Constructively challenge the status quo and • Usage of solar or renewable energies where seek better alternatives appropriate 3. Try out new ways of working • Reducing emissions of greenhouse gases 4. Keep people informed of plans and • Reducing use of non-renewable resources developments in a timely way • Making more efficient use of resources, energy 5. Balance the diverse needs of different and water customers • Maximising opportunities to re-use, recycle and 6. Continuously improve products and services reclaim materials 7. Take repeated or different actions to overcome • Identifying strategies to offset or mitigate obstacles environmental impacts: 8. Identify and raise ethical concerns • Energy conservation 9. Take personal responsibility for making things • Reducing chemical use happen • Reducing material consumption 10. Monitor the quality of work and progress • Expressing purchasing power through the against plans and take appropriate corrective selection of suppliers with demonstrated action, where necessary environmental performance e.g. purchasing 11. Communicate a vision that inspires enthusiasm renewable energy and commitment • Eliminating the use of hazardous and toxic 12. Communicate clearly the value and benefits of materials a proposed course of action • Ethical policy/code of conduct regarding 13. Present ideas and arguments convincingly in commercial and sexual exploitation of children ways that engage people © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 141
15. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TRAVEL AND TOUR OPERATIONS ASSESSMENT GUIDE ASSESSMENT METHODS Assessment of units at level 3-5 is normally based Suitable assessment methods may include: on performance at work. Some units at levels 3-5 • Case studies cannot be assessed by observation due to • Observation of practical trainee performance confidentiality, work constraints/environment etc. • Oral and written questions This unit may be assessed holistically by means of • Portfolio evidence a portfolio of evidence or report on implementing • Problem solving responsible tourism principles in tourism • Role plays environment. Individuals are expected to • Project and assignment work demonstrate that they can apply relevant concepts to situations which they could face as supervisors/ managers. They are also expected to suggest, justify and evaluate possible courses of actions which they may take to deal with situations and with challenges that they face as supervisors/managers in an organisation. Note that all evidence should remove names of personnel to protect the privacy of individuals and the organisation. Performance assessment must include: 1. At least one information pack on responsible tourism policies developed 2. At least one company code on responsible tourism policies developed 3. At least one protected customer data base developed 4. At least one feedback/communication tool developed RELEVANT OCCUPATIONS ACCSTP REF Tour Guide, Tour Leader, Tour Operator, Travel and N/A Tour Manager, Agency Manager, Hotel Manager, Food and Beverage Supervisor 142 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
16. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TRAVEL AND TOUR OPERATIONS RTS4.6. UNIT TITLE: MAINTAIN RESPONSIBLE TOURISM PRACTICES UNIT DESCRIPTOR This unit covers the competencies required to maintain responsible tourism practices. ELEMENTS AND PERFORMANCE CRITERIA E1. Define the role and the functions of the E3. Improve and update the responsible responsible tourism practices in the tourism practices tourism industry P7. Monitor the content and application of the P1. Describe the role of the responsible tourism responsible tourism practices practices P8. Input updates and other information changes P2. List the responsible tourism practices’ as they arrive applicability and usability P9. Verify completeness, accuracy and currency of P3. Identify the functions of the responsible updates and amendments made tourism practices E4. Evaluate the process on the responsible E2. Source and interpret the responsible tourism practices’ maintenance tourism practices for the tourism industry P10. Develop key evaluation indicators P4. Identify information and specific guidelines, P11. Solicit and record feedback from stakeholders which need to be incorporated into the from the tourism industries responsible tourism practices P12. Compare projected outcomes against actual P5. Facilitate and enable the tourism industries to outcomes apply the responsible tourism practices P13. Define and implement changes, if any, to P6. Interpret feedback on the responsible tourism maintain or revise the responsible tourism practices received from tourism industries practices KNOWLEDGE REQUIREMENTS K1. List and explain the responsible tourism K5. Describe and explain the ways of applying the practices in regard to sourcing and maintaining responsible tourism practices by the tourism responsible tourism information both internally industries and externally K6. Explain how to produce and interpret K2. Describe the role of responsible tourism responsible tourism practices’ improvement practices in the tourism industries and update reports K3. List and explain the key functions of the K7. Explain reporting techniques and their responsible tourism practices applicability K4. Explain industry terminology, jargon and K8. Explain how to design key evaluation indicators abbreviations K9. Describe how to proactively build responsible tourism practices’ analysis data base © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 143
17. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TRAVEL AND TOUR OPERATIONS CONDITIONS OF PERFORMANCE AND VARIABLES 1. Role of responsible tourism practices may be 7. Key Evaluation indicators’ development related to: process may include: • Environmental protection • Target orientation • Economic sustainability • Current and future product improvement and • Socio-cultural and socio-structural tourism development impact balance 8. Monitor the maintenance may include: 2. Principles of responsible tourism: • Seeking and analysing feedback on the • Use natural resources optimally responsible tourism practices from customers • Respect and conserve socio-cultural and partners authenticity • Personal observation • Ensure viable, long-term economic benefits to • Monitoring and recording unanticipated all stakeholders operational issues that arise as a result of the introduction of the responsible tourism 3. Responsible tourism practices’ functions practices may include: • Determining decisions relating to the need to • Usage of solar or renewable energies where proceed and/or the need to amend the appropriate evaluation/feedback processing • Reducing emissions of greenhouse gases • Reducing use of non-renewable resources Important behaviours for supervisors/ managers include: • Making more efficient use of resources, energy and water 1. Encourage, generate and recognise innovative solutions • Maximising opportunities to re-use, recycle and reclaim materials 2. Constructively challenge the status quo and seek better alternatives 4. Identifying strategies to offset or mitigate 3. Try out new ways of working environmental impacts: 4. Keep people informed of plans and • Energy conservation developments in a timely way • Reducing chemical use 5. Balance the diverse needs of different • Reducing material consumption customers • Expressing purchasing power through the 6. Continuously improve quality of products and selection of suppliers with demonstrated services environmental performance e.g. purchasing 7. Take repeated or different actions to overcome renewable energy obstacles • Eliminating the use of hazardous and toxic 8. Identify and raise ethical concerns materials 9. Take personal responsibility for making things 5. Feedback communication tools may include: happen • Questionnaires 10. Monitor the quality of work and progress • Interviews against plans and take appropriate corrective • Written feedback forms action, where necessary 11. Communicate a vision that inspires enthusiasm 6. Analysis and improvement/update process and commitment may refer to: 12. Communicate clearly the value and benefits of • Basic research methodologies: qualitative and a proposed course of action quantitative 13. Present ideas and arguments convincingly in • Findings’ structure ways that engage people • Findings’ validity • Data and Information collection process • Data collection • Information gathering • Sampling • Interviewing • Surveys • Questionnaires • Focus groups • Collaborative sessions 144 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
18. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TRAVEL AND TOUR OPERATIONS ASSESSMENT GUIDE ASSESSMENT METHODS Assessment of units at level 3-5 is normally based Suitable assessment methods may include: on performance at work. Some units at levels 3-5 • Case studies cannot be assessed by observation due to • Role plays confidentiality, work constraints/environment etc. • Portfolio of reports, database up-dates, This unit may be assessed holistically by means of responsible tourism practices documentation a portfolio of evidence or report on implementing and resources to support the oral and written responsible tourism principles in tourism questions environment. Individuals are expected to • Third party reports completed by a supervisor demonstrate that they can apply relevant concepts • Project and assignment work to situations which they could face as supervisors/ managers. They are also expected to suggest, justify and evaluate possible courses of actions which they may take to deal with situations and with challenges that they face as supervisors/managers in an organisation. Note that all evidence should remove names of personnel to protect the privacy of individuals and the organisation. Performance assessment must include: 1. At least one from defining the role and functions of responsible tourism practices 2. At least two reports on responsible tourism practices’ improvement 3. At least one report/analysis on responsible tourism practices’ evaluation indicators’ development RELEVANT OCCUPATIONS ACCSTP REF Tour Guide, Tour Leader, Tour Operator, Travel and N/A Tour Manager, Agency Manager, Hotel Manager, Food and Beverage Supervisor © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 145
19. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TRAVEL AND TOUR OPERATIONS HRS1. UNIT TITLE: IDENTIFY STAFF DEVELOPMENT NEEDS UNIT DESCRIPTOR This unit covers the competencies required to help staff identify the knowledge, skills and competence they need to develop in order to meet the demands of their current and future work roles and to fulfil their personal aspirations. This standard is relevant to managers and supervisors who have people reporting to them. ELEMENTS AND PERFORMANCE CRITERIA E1. Agree individual staff development needs E2. Support staff in setting their own learning P1. Agree with individuals the knowledge, skills and objectives competence required to meet the demands of P6. Support individuals in prioritising their needs their current and potential future work roles and specifying their learning objectives P2. Encourage individuals to seek feedback on P7. Encourage individuals to focus on their their performance from those who are able to prioritised learning needs and to take account provide objective, specific and valid feedback of their learning styles when selecting learning P3. Provide opportunities for individuals to make activities and planning their development an accurate assessment of their current levels P8. Seek advice and support from HR training and of knowledge, skills and competence and of development specialists, when required their potential P4. Evaluate with individuals any additional, or higher levels of, knowledge, skills and competence they need for their current work roles, potential future work roles and their personal aspirations P5. Identify and evaluate any learning difficulties or particular needs individuals may have KNOWLEDGE REQUIREMENTS K1. Explain the differences between knowledge, K8. List the types of learning activities appropriate skills and competence for different learning styles K2. Explain the importance of objective, specific K9. Explain how to develop learning and and valid feedback in identifying learning needs development plans based on a sound analysis K3. Describe how to analyse the gaps between of learning needs and styles current levels of knowledge, skills and K10. Describe the knowledge, skills and competence competence and the levels required requirements for different roles within your K4. Describe how to prioritise learning needs area of responsibility K5. Explain how to establish SMART (Specific, K11. Describe your organisation’s personal and Measurable, Agreed, Realistic, Time-bound) professional development policy and practices learning objectives K12. Describe the learning opportunities available in K6. Describe learning styles and how to identify your organisation individuals’ preferred learning styles K13. List the sources of specialist advice and K7. Describe the tools used in your organisation to support in your organisation identify individual learning needs and styles 146 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
20. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TRAVEL AND TOUR OPERATIONS CONDITIONS OF PERFORMANCE AND VARIABLES 1. Knowledge, skills and competence required Important behaviours for supervisors/ to meet the demands of current and managers include: potential future work roles could include: 1. Seize opportunities presented by the diversity • Job-related knowledge, including technical or of people industry knowledge 2. Show empathy with others’ needs, feelings and • Skills development, including technical skills motivations and take an active interest in their • Supervisory or management development concerns 3. Support others to make effective use of their 2. Those who are able to provide objective, abilities specific and valid feedback on their performance feedback could include: 4. Support others to realise their potential and • Managers achieve their personal aspirations • Colleagues 5. Develop knowledge, understanding, skills and performance in a systematic way • HR Department 6. Inspire others with the desire to learn • Guests 7. Check the accuracy and validity of information 3. Learning difficulties or particular individual 8. Identify the implications or consequences of a needs may include: situation • Availability for training and development due to job demands • Language level, relevant experience or technical limitations 4. Learning styles would include: • Activist learner – prefers to take part in practical learning followed by learning the theory • Reflective learner – prefers to take part in learning and reflecting on the experience • Theorist learner – prefers to study and understand the learning before putting into practice • Pragmatist learner – prefers learning and putting learning into practice © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 147
21. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TRAVEL AND TOUR OPERATIONS ASSESSMENT GUIDE ASSESSMENT METHODS Assessment of units at level 3-5 is normally based Assessment of units at level 3-5 is normally based on performance at work. Some units at levels 3-5 on performance at work. Some units at levels 3-5 cannot be assessed by observation due to cannot be assessed by observation due to confidentiality, work constraints/environment etc. confidentiality, work constraints/environment etc. This unit may be assessed holistically by means Suitable methods will include: of a portfolio of evidence or report on aspects of identifying staff development needs in a hospitality • Portfolio of workplace evidence to include or tourism environment. Individuals are expected to notes of meetings, notes of discussion with demonstrate that they can apply relevant concepts individuals and colleagues, details of support to situations which they could face as supervisors/ and advice provided to individuals, record of managers. They are also expected to suggest, justify feedback etc (without named individuals) and evaluate possible courses of actions which they • Personal statements may take to deal with situations and with challenges • Witness testimony that they face as supervisors/managers in an • Professional discussion organisation. Simulation can be used in colleges or in the Note that all evidence should remove names of workplace for some performance criteria but should personnel to protect the privacy of individuals and be used sparingly. the organisation. A portfolio or written report should be This unit should be assessed by portfolio evidence of supplemented by oral questions to ensure all performance and oral or written questioning. aspects of the evidence requirements are fully met. Evidence must include: 1. Two documented examples or cases when the manager helped identify staff development needs 2. Two documented examples or cases when the manager provided opportunities for individuals to take further learning, training or development opportunities to gain knowledge, skills or competence to enhance their job performance 3. Fully completing the knowledge assessment as set out in the unit either by recorded oral questioning or answers to written questions RELEVANT OCCUPATIONS ACCSTP REF All staff with supervisory or management D1.HHR.CL8.05 responsibility in tourism occupations 148 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
22. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TRAVEL AND TOUR OPERATIONS HRS4. UNIT TITLE: INITIATE AND FOLLOW DISCIPLINARY PROCEDURES UNIT DESCRIPTOR This unit covers the competencies required to help members of your team address problems affecting their performance. These may be work-related problems or problems arising from their personal circumstances. The unit involves identifying problems affecting people’s performance and discussing these in a timely way with the team members concerned to help them find a suitable solution to their problem. Sometimes you may need to refer the team member to HR Department or senior manager for further action. ELEMENTS AND PERFORMANCE CRITERIA E1. Communicate with subordinates and E3. Follow disciplinary procedures and colleagues maintain records P1. Keep individuals fully informed about the P5. Follow your organisation’s formal disciplinary standards of conduct and performance procedure in serious cases of misconduct or expected of them and your organisation’s unsatisfactory performance current procedure for dealing with misconduct P6. Keep full and accurate records throughout the or unsatisfactory performance disciplinary process and store these P2. Seek support from colleagues or human confidentially as long as, but no longer as, resources specialists on any aspects of necessary implementing disciplinary procedures about which you are unsure E2. Carry out investigations and take preventative measures P3. Carry out necessary investigations promptly to establish the facts relating to any misconduct or unsatisfactory performance P4. Take preventative measures to resolve issues and deal with cases of minor misconduct or unsatisfactory performance informally, where you consider that an informal approach is likely to resolve the situation effectively KNOWLEDGE REQUIREMENTS K1. Explain the importance of fully informing K5. Discuss the importance of following your individuals about the standards of conduct organisation’s formal disciplinary procedure in and performance expected of them and your serious cases of misconduct or unsatisfactory organisation’s current procedure for dealing performance with misconduct or unsatisfactory performance K6. Illustrate the importance of communicating K2. Describe how to carry out investigations to clearly, concisely and objectively, and how to establish facts relating to any misconduct or do so unsatisfactory performance K7. Describe how to keep full and accurate records K3. Discuss informal approaches to dealing with throughout the disciplinary process and store cases of minor misconduct or unsatisfactory these confidentially as long as, but no longer performance, and when this type of approach than, necessary is likely to resolve the situation effectively K8. Summarise your organisation’s procedures K4. Compare the differences between misconduct, for dealing with misconduct or unsatisfactory gross misconduct and unsatisfactory performance performance, and how each should be handled K9. Identify the standards of conduct and performance expected of individuals K10. List the sources of advice, guidance and support from colleagues, human resources or others © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 149
23. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TRAVEL AND TOUR OPERATIONS CONDITIONS OF PERFORMANCE AND VARIABLES 1. Communication with subordinates and Important behaviours for supervisors/ colleagues could be by: managers include: • Email, telephone, SMS, face-to-face, instant 1. Listen actively, ask questions, clarify points and messaging or other means restate or rephrase statements to check mutual understanding 2. Support from colleagues or HR specialists could include: 2. Present information clearly, concisely, • Advice on legal procedures accurately and in ways that promote understanding • Advice on organisational procedures 3. Keep people informed of plans and • Support in planning coaching sessions developments in a timely way • Help with resources for coaching sessions 4. Give feedback to others to help them maintain 3. Investigations measures could include: and improve their performance • Investigations with HRD, senior managers or 5. Comply with, and ensure others comply with, others to establish the facts relating to any legal requirements, industry regulations, misconduct or unsatisfactory performance organisational policies and professional codes 6. Act within the limits of your authority 4. Preventative measures to resolve issues and deal with cases of minor misconduct or 7. Refer issues outside the limits of your authority unsatisfactory performance could include: to appropriate people • Informal discussion with staff 8. Show integrity, fairness and consistency in • Appraisal or performance review decision making • Warning letter if the issue has occurred 9. Say no to unreasonable requests frequently 10. Address performance issues promptly and • Referral to HR department resolve them directly with the people involved 11. Protect the confidentiality and security of 5. Disciplinary procedures could include: information • Verbal warning 12. Take and implement difficult and/or unpopular • Written warning decisions, if necessary • Internal transfer • Suspension from the workplace 6. Confidential records could include: • Minutes of meetings • Appraisal forms • Incident report forms • Letters and emails • Other documents 150 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
24. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TRAVEL AND TOUR OPERATIONS ASSESSMENT GUIDE ASSESSMENT METHODS Assessment of units at level 3-5 is normally based on Suitable methods will include: performance at work. Some units at levels 3-5 • Portfolio of workplace evidence to include cannot be assessed by observation due to notes of meetings, notes of discussion with confidentiality, work constraints/environment etc. individuals and colleagues, details of support This unit may be assessed holistically by means and advice provided to individuals, record of of a portfolio of evidence or report on aspects of performance review meetings etc (without managing disciplinary procedures in a hospitality or named individuals) tourism environment. Individuals are expected to • Personal statements demonstrate that they can apply relevant concepts • Witness testimony to situations which they could face as supervisors/ • Professional discussion managers. They are also expected to suggest, justify and evaluate possible courses of actions which they Simulation can be used in colleges or in the may take to deal with situations and with challenges workplace for some performance criteria but should that they face as supervisors/managers in an be used sparingly. organisation. A portfolio or written report should be Note that all evidence should remove names of supplemented by oral questions to ensure all personnel to protect the privacy of individuals and aspects of the evidence requirements are fully met. the organisation. Evidence must include: 1. Two documented examples or cases of communications to staff and colleagues about disciplinary conduct 2. Two documented examples of carrying out investigations to establish facts about misconduct or unsatisfactory performance 3. One documented example of a preventative measures taken to resolve issues and deal with cases of minor misconduct or unsatisfactory performance 4. One documented example of a formal disciplinary procedure in a serious cases of misconduct or unsatisfactory performance 5. Fully completing the knowledge assessment as set out in the unit either by recorded oral questioning or answers to written questions Possible examples of evidence Records of your involvement in disciplinary procedures: • Notes of briefings and meetings; e-mails and memos; handbooks, procedure manuals and other guidance which you have prepared for team members on disciplinary procedures and systems • Notes of meetings with individuals such as performance reviews, supervision meetings, notes of disciplinary investigations • Memos, e-mails from specialists on conduct of disciplinary procedures • Letters, memos, e-mails from, and notes of conversations with colleagues or managers regarding an individual’s performance and behaviour • Notes, records of disciplinary procedures in which you have been involved • Personal statement (your reflections on your role in initiating and following disciplinary procedures) © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 151
25. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TRAVEL AND TOUR OPERATIONS RELEVANT OCCUPATIONS ACCSTP REF All staff with supervisory or management D1.HRM.CL9.04 responsibility in tourism occupations 152 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
26. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TRAVEL AND TOUR OPERATIONS HRS5. UNIT TITLE: RECRUIT, SELECT AND RETAIN STAFF UNIT DESCRIPTOR This unit covers the competencies required to recruit and select people to undertake identified activities or work roles within your area of responsibility. This standard is not intended for human resources specialists. It is relevant to managers and supervisors who are responsible for recruiting and selecting people for their organisation or their particular area of responsibility. ELEMENTS AND PERFORMANCE CRITERIA E1. Plan recruitment of appropriate people E3. Manage the selection process P1. Review, on a regular basis, the work required P10. Keep applicants fully informed about the in your area of responsibility, identifying any progress of their applications, in line with shortfall in the number of people or their organisational policy knowledge, skills and competence P11. Offer positions to applicants who best meet P2. Identify and evaluate the options for the selection criteria addressing any identified shortfalls and decide P12. Provide clear, accurate and constructive on the best options to follow feedback to unsuccessful applicants, in line P3. Engage appropriate HR professionals within with organisational policy your organisation in recruiting and selecting P13. Evaluate whether the recruitment and people selection process has been successful and P4. Ensure you comply with your organisation’s identify any areas for improvements recruitment and selection policies and E4. Optimise staff retention activities procedures P14. Seek to provide work opportunities that E2. Prepare for recruitment and selection challenge individuals to make effective use of P5. Ensure the availability of up-to-date job their knowledge, skills and competences and descriptions and person specifications where developtheir potential there is a need to recruit P15. Review individuals’ performance and P6. Establish the stages in the recruitment and development systematically and provide selection process for identified vacancies, the feedback designed to improve their methods that will be used, the associated performance timings and who is going to be involved P16. Recognise individuals’ performance and P7. Ensure that any information on vacancies is recognise their achievements in line with your fair, clear and accurate before it goes to organisation’s policy potential applicants P17. Identify when individuals are dissatisfied with P8. Draw up fair, clear and appropriate criteria for their work or development and seek with them assessing and selecting applicants, taking into solutions that meet both the individual’s and account their knowledge, skills and organisation’s needs competence and their potential to work P18. Recognise when individuals’ values, motivations effectively with colleagues and aspirations are incompatible with your P9. Ensure the recruitment and selection process organisation’s vision, objectives and values and is carried out fairly, consistently and effectively seek alternative solutions with the individuals concerned P19. Discuss their reasons with individuals planning to leave your organisation and seek to resolve any issues or misunderstandings © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 153
27. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TRAVEL AND TOUR OPERATIONS KNOWLEDGE REQUIREMENTS K1. Discuss how to engage employees and other K7. Discuss how to measure applicants’ stakeholders in recruitment, selection and competence and capability and assess retention activities whether they meet the stated requirements of K2. Describe how to review the workload in your the vacancy area in order to identify shortfalls in the K8. How to take account of equality, diversity and number of colleagues and the pool of inclusion issues, including legislation and any knowledge, skills and competence relevant codes of practice, when recruiting and K3. Explain what job descriptions and person selecting people and keeping colleagues specifications should cover and why it is K9. Explain the importance of keeping applicants important to consult with others in producing informed about progress and how to do so or updating them K10. Discuss the importance of providing K4. Discuss the different stages in the recruitment opportunities for individuals to discuss issues and selection process and why it is important with you alternative solutions that may be to consult with others on the stages, deployed when individuals’ values, motivations recruitment and selection methods to be used, and aspirations are incompatible with their associated timings and who is going to be work or your organisation’s vision, objectives involved and values K5. Evaluate the different recruitment and K11. Discuss the importance of understanding the selection methods and their associated reasons why individuals are leaving an advantages and disadvantages organisation K6. Explain why it is important to give fair, clear K12. Describe the specialist resources available to and accurate information on vacancies to support recruitment, selection and retention, potential applicants and how to make use of them 154 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
28. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TRAVEL AND TOUR OPERATIONS CONDITIONS OF PERFORMANCE AND VARIABLES 1. Policies and procedures in relation to the 7. Selection may relate to: recruitment and selection process may • Rating applicants against selection criteria include: • Obtaining feedback and consensus from all • Details of information that may and may not be interviewers used in a job advertisement • Considering test results • Staff promotion policies, especially internal • Ranking interviewees promotions • Staff training 8. Follow up successful applicants may relate to: • Remuneration • Obtaining original copies of documents • Probationary periods presented at interviews • Terms and conditions of employment • Explaining details of the job offer, contract or • Benefits employment instrument • Individual staff policy, such as uniform, • Confirming acceptance of the job offer personal presentation, smoking, tact and • Offering the job to another applicant if the first diplomacy, sickness, attendance and choice refuses the offer punctuality, use of company property • Composition of interview and selection panels 9. Retention policies can include: • Provision of work opportunities that challenge 2. Job specification refers to: individuals to make effective use of their • All the information about the type of employee knowledge, skills and competences and develop needed to do a particular job effectively their potential 3. The job description refers to: • Review of individuals’ performance and • All the information about the job tasks development systematically • Methods of feedback designed to improve staff 4. Key selection criteria may relate to: performance • Experience • Recognition of individuals’ performance and • Competencies achievements in line with your organisation’s • Qualifications policy • Compatibility • Identification of work roles that meet both the • References individual’s and organisation’s needs • Attitudes • Recognition of incompatibility of staff with work 5. Sources of staff recruitment may include: roles • Media advertisements • Staff exit policies • Job and recruitment agencies Important behaviours for supervisors/ • Online recruitment managers include: • Internal advertising including internal 1. Identify people’s information needs promotions 2. Present information clearly, concisely, • Schools and trade colleges accurately and in ways that promote • Industry network contacts understanding • Other employers 3. Keep people informed of plans and developments in a timely way 6. Selection interview may include: 4. Give feedback to others to help them maintain • One-on-one and face-to-face interviews and improve their performance • Panel interviews 5. Comply with, and ensure others comply with, • Group interviews legal requirements, industry regulations, • Over-the-phone interviews organisational policies and professional codes • First, second and/or third interviews 6. Act within the limits of your authority • Applying appropriate questioning and listening 7. Show integrity, fairness and consistency in techniques decision-making • Recording answers supplied by applicants 8. Protect the confidentiality and security of • Responding to applicant questions information • Equity and compliance issues 9. Check the accuracy and validity of information • Devising questions to be asked of all applicants 10. Take and implement difficult and/or unpopular decisions, where necessary © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 155
29. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TRAVEL AND TOUR OPERATIONS ASSESSMENT GUIDE ASSESSMENT METHODS Assessment of units at level 3-5 is normally based Suitable methods will include: on performance at work. Some units at levels 3-5 • Portfolio of workplace evidence cannot be assessed by observation due to • Personal statements confidentiality, work constraints/environment etc. • Witness testimony This unit may be assessed holistically by means of a • Professional discussion portfolio of evidence or report on aspects of Simulation can be used in colleges or in the managing recruitment, selection and retention workplace for some performance criteria but should of staff in a hospitality or tourism environment. be used sparingly. Individuals are expected to demonstrate that they can apply relevant concepts to situations which they A portfolio or written report should be could face as supervisors/managers. They are also supplemented by oral questions to ensure all expected to suggest, justify and evaluate possible aspects of the evidence requirements are fully met. courses of actions which they may take to deal with situations and with challenges that they face as supervisors/managers in an organisation. Note that all evidence should remove names of personnel to protect the privacy of individuals and the organisation. Evidence must include: 1. Two documented examples or cases of recruitment and selection of staff to meet organisational staffing needs 2. Two documented examples or cases of retention activities 3. One documented example of an exit interview to establish reasons for staff leaving a job 4. Fully completing the knowledge assessment as set out in the unit either by recorded oral questioning or answers to written questions RELEVANT OCCUPATIONS ACCSTP REF All staff with supervisory or management D1.HRM.CL9.10 responsibility in tourism occupations 156 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
30. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TRAVEL AND TOUR OPERATIONS HRS6. UNIT TITLE: HANDLE STAFF GRIEVANCES AND RESOLVE PROBLEMS UNIT DESCRIPTOR This unit covers the competencies required to initiate and follow your organisation’s grievance procedure in response to a concern, problem or complaint raised by a member of your team. This unit describes the minimum standard of performance expected of managers when they are implementing grievance procedures in line with legal and organisational requirements. To meet this standard, managers need both sound technical knowledge of the procedures and well-developed cognitive and interpersonal skills. The unit is for line managers who have to deal with potential or actual grievances raised by members of their team. It is not designed for human resources specialists. ELEMENTS AND PERFORMANCE CRITERIA E1. Inform staff about grievance procedures E3. Maintain accurate records P1. Keep individuals fully informed about your P6. Keep full and accurate records throughout the organisation’s current procedure for raising grievance process and store these grievances confidentially as long as, but no longer than, P2. Seek support from colleagues or human necessary resources or legal specialists on any aspects of implementing grievance procedures about which you are unsure E2. Implement grievance procedures P3. Identify potential grievances and take preventative measures to resolve issues where possible P4. Respond to concerns, problems or complaints from individuals and seek to resolve the situation informally if possible P5. Follow your organisation’s formal grievance procedure, if an individual raises a grievance with you in writing KNOWLEDGE REQUIREMENTS K1. Explain the importance of fully informing K5. Describe how to investigate the grievance fully individuals about your organisation’s current K6. Explain the importance of communicating procedure for raising grievances clearly, concisely and objectively, and how to K2. Explain informal approaches to dealing with do so concerns, problems or complaints raised with K7. Describe how to keep full and accurate records you, and when this type of approach is likely to throughout the grievance process and store resolve the situation effectively these confidentially as long required K3. Explain the importance of following your K8. Summarise your organisation’s procedure for organisation’s formal grievance procedure, and dealing with grievances when to do so K9. Identify sources of advice, guidance and K4. Describe how to conduct a meeting with an support from colleagues, human resources or individual to discuss their grievance legal specialists © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 157
31. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TRAVEL AND TOUR OPERATIONS CONDITIONS OF PERFORMANCE AND VARIABLES 1. Informing staff about grievance procedures Important behaviours for supervisors/ involves: managers include: • Keeping individuals fully informed about 1. Listen actively, ask questions, clarify points and current procedure for raising grievances restate or rephrase statements to check mutual • Seeking support from colleagues or human understanding resources or legal specialists 2. Present information clearly, concisely, accurately and in ways that promote 2. Implementing grievance procedures understanding includes: • Identifying potential grievances before they 3. Keep people informed of plans and become an issue developments in a timely way • Taking preventative measures to resolve issues 4. Give feedback to others to help them maintain where possible and improve their performance • Responding to concerns, problems or 5. Comply with, and ensure others comply with, complaints informally to resolve the situation if legal requirements, industry regulations, possible organisational policies and professional codes • Considering whether an informal approach is 6. Act within the limits of your authority likely to resolve the situation effectively 7. Refer issues outside the limits of your authority • Following your organisation’s formal grievance to appropriate people procedure, if an individual raises a grievance 8. Show integrity, fairness and consistency in with you in writing decision making 9. Say no to unreasonable requests 3. Keeping full and accurate records includes: 10. Address performance issues promptly and • Ensuring that full records are kept throughout resolve them directly with the people involved the grievance process 11. Protect the confidentiality and security of • Ensuring records are stored confidentially for information as long as required 12. Take and implement difficult and/or unpopular decisions, if necessary ASSESSMENT GUIDE ASSESSMENT METHODS Assessment of units at level 3-5 is normally based Suitable methods will include: on performance at work. Some units at levels 3-5 • Portfolio of workplace evidence cannot be assessed by observation due to • Personal statements confidentiality, work constraints/environment etc. • Witness testimony This Unit may be assessed holistically by means of a • Professional discussion portfolio of evidence or report on initiating and Simulation can be used in colleges or in the following grievance procedures of staff in a workplace for some performance criteria but should hospitality or tourism environment. Individuals be used sparingly. are expected to demonstrate that they can apply relevant concepts to situations which they could face A portfolio or written report should be as supervisors/managers. They are also expected supplemented by oral questions to ensure all to suggest, justify and evaluate possible courses of aspects of the evidence requirements are fully met. actions which they may take to deal with situations and with challenges that they face as supervisors/ managers in an organisation. Note that all evidence should remove names of personnel to protect the privacy of individuals and the organisation. Evidence must include: 1. One documented example of handling an informal grievance procedure 2. One documented examples or cases handling a formal grievance procedure 3. Fully completing the knowledge assessment as set out in the unit either by recorded oral questioning or answers to written questions 158 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
32. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TRAVEL AND TOUR OPERATIONS RELEVANT OCCUPATIONS ACCSTP REF All staff with supervisory or management N/A responsibility in tourism occupations © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 159
33. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TRAVEL AND TOUR OPERATIONS HRS11. UNIT TITLE: IMPLEMENT OCCUPATIONAL HEALTH AND SAFETY PRACTICES UNIT DESCRIPTOR This unit covers the competencies required to manage the overall health and safety process in your area of responsibility. It is intended to go beyond meeting health and safety legislation and move towards a situation where health and safety considerations are firmly embedded in the planning and decision-making processes and the ‘culture’ of your area of responsibility. The ‘area of responsibility’ may be, for example, a department or functional area or an operating site such as a hotel or tour company office. ELEMENTS AND PERFORMANCE CRITERIA E1. Implement health and safety policy E3. Ensure systems are in place for identifying P1. Identify your personal responsibilities and and monitoring risk liabilities under health and safety legislation P6. Ensure that a system is in place for identifying P2. Ensure that the organisation’s written health hazards and assessing risks in your area of and safety policy statement is clearly responsibility and that prompt and effective communicated to all people in your area of action is taken to eliminate or control identified responsibility and other relevant parties hazards and risks P3. Ensure that the health and safety policy P7. Ensure that systems are in place for effective statement is put into practice in your area of monitoring, measuring and reporting of health responsibility and is subject to review and safety performance in your area of as situations change and at regular intervals responsibility and the findings passed to the appropriate E4. Develop & improve health and safety people for consideration performance E2. Ensure consultation with health & safety P8. Show continuous improvement in your area of personnel responsibility in relation to health and safety P4. Ensure regular consultation with people in your performance area of responsibility or their representatives P9. Make health and safety a priority area in terms on health and safety issues of informing planning and decision-making in P5. Seek and make use of specialist expertise in your area of responsibility relation to health and safety issues P10. Demonstrate that your own actions reinforce the messages in the organisation’s health and safety policy statement P11. Ensure that sufficient resources are allocated across your area of responsibility to deal with health and safety issues P12. Develop a culture within your area of responsibility which puts ‘health and safety’ first KNOWLEDGE REQUIREMENTS K1. Explain why health and safety in the workplace K6. Describe how and when to review the is important application of the written Health and safety K2. Describe how and where to identify your policy statement in your area of responsibility personal responsibilities and liabilities under and produce/provide findings to inform health and safety legislation development K3. Explain how to keep up with legislative and K7. Explain how and when to consult with people other developments relating to health and in your area of responsibility or their safety representatives on health and safety issues K4. Summarise the requirement for organisations K8. Identify sources of specialist expertise in to have a written health and safety policy relation to health and safety statement K9. List ways of developing a culture in your area K5. Explain how to communicate the written health of responsibility which puts ‘health and safety’ and safety policy statement to people who first work in your area of responsibility and other relevant parties 160 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
34. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TRAVEL AND TOUR OPERATIONS KNOWLEDGE REQUIREMENTS K10. Describe the type of hazards and risks that K12. Explain why and how health and safety should may arise in relation to health and safety – how inform planning and decision-making to establish and use systems for identifying K13. Explain the importance of setting a good example hazards and assessing risks and the type of to others in relation to health and safety actions that should be taken to control or K14. Define the type of resources required to deal eliminate them with health and safety issues K11. Explain how to establish systems for monitoring, measuring and reporting on health and safety performance in your area of responsibility CONDITIONS OF PERFORMANCE AND VARIABLES 1. Relevant health and safety information may 4. Developing and improving health and safety include: performance may include: • Roles and responsibilities of personnel • Workshops • Legal obligations • Information sessions • Participative arrangements for health and • Fact sheets and other literature safety • Mentoring • Location of relevant health and safety • Lectures information, procedures and policies • Practical demonstrations • Specific risks and necessary control measures • Health and safety team meetings • Codes of practice Important behaviours for supervisors/ 2. Hazards and risks may include: managers include: • Fire and emergency Behaviours which underpin effective performance: • Crowd related risks 1. Respond quickly to crises and problems with a • Bomb scares proposed course of action • Theft and armed robbery 2. Identify people’s information needs • Equipment failure 3. Comply with, and ensure others comply with, • Pests legal requirements, industry regulations, • Equipment related hazards organisational policies and professional codes • Manual handling 4. Be vigilant for possible risks and hazards • Slips, trips and falls 5. Take personal responsibility for making things • Drugs and alcohol in the workplace happen • Violence in the workplace 6. Identify the implications or consequences of a situation • Hazardous substances 7. Act within the limits of your authority • Others 8. Constantly seek to improve performance 3. Records may include: 9. Treat individuals with respect and act to uphold • Health and safety injury register their rights • Number of near-misses • Health and safety improvement ideas submitted by team members • Medical records • Health and safety training records • Team member hazards reports • Others © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 161
35. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TRAVEL AND TOUR OPERATIONS ASSESSMENT GUIDE ASSESSMENT METHODS Assessment of units at level 3-5 is normally based Suitable methods will include: on performance at work. Some units at levels 3-5 • Portfolio of workplace evidence cannot be assessed by observation due to • Observation confidentiality, work constraints/environment etc. • Personal statements This unit may be assessed holistically by means of • Witness testimony a portfolio of evidence or report on implementing • Professional discussion occupational health and safety in a hospitality or tourism environment. Individuals are expected to Simulation can be used in colleges or in the demonstrate that they can apply relevant concepts workplace for some performance criteria but should to situations which they could face as supervisors/ be used sparingly. managers. They are also expected to suggest, justify A portfolio or written report should be and evaluate possible courses of actions which they supplemented by oral questions to ensure all may take to deal with situations and with challenges aspects of the evidence requirements are fully met. that they face as supervisors/managers in an organisation. Note that all evidence should remove names of personnel to protect the privacy of individuals and the organisation. Evidence must include: 1. At least one record of actions you have taken to ensure health and safety policies are implemented appropriately 2. At least two minutes of meetings you have organised with people in your area of responsibility, or their representatives, and those with specialist expertise, to discuss, review and agree the implementation of workplace policies on health and safety 3. At least one briefing or presentation you have made or commissioned to people in your area of responsibility on the implementation of workplace policies on health and safety 4. At least one record of training activity you have organised for people in your area of responsibility on the implementation of workplace policies on health and safety 5. One personal statement (reflection on your role in ensuring that health and safety policies are implemented and reviewed in your area of responsibility) 6. Fully completing the knowledge assessment as set out in the unit either by recorded oral questioning or answers to written questions RELEVANT OCCUPATIONS ACCSTP REF All staff with supervisory or management D1.HSS.CL4.01, 02 & 04 responsibility in tourism occupations 162 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
36. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TRAVEL AND TOUR OPERATIONS FMS1. UNIT TITLE: PREPARE BUDGETS UNIT DESCRIPTOR This unit covers the competencies required for managers with responsibility for preparing budgets for their departments. ELEMENTS AND PERFORMANCE CRITERIA E1. Prepare budget information E3. Present budget recommendations P1. Identify and interpret sources of data required P8. Present recommendations clearly, concisely for budget preparation and in an appropriate format P2. Review and analyse data P9. Circulate draft budget to relevant colleagues P3. Obtain other stakeholder input into budget for comment plan P10. Adjust budget and complete the final budget P4. Provide relevant colleagues with the within designated timelines opportunity to contribute to the budget P11. Inform colleagues of final budget decisions planning process E2. Draft budget P5. Draft budget, based on analysis of all available information P6. Estimate income and expenditure using valid, reliable and relevant information P7. Review income and expenditure for previous time periods to help with budget forecast KNOWLEDGE REQUIREMENTS K1. Explain how to engage stakeholders in K5. Describe how to calculate fixed and variable identifying and justifying requirements for costs of activities. financial resources. K6. Describe cost-benefit analysis techniques K2. Explain how to identify and interpret sources of K7. Explain the importance of developing data required for budget preparation alternative solutions as fullback positions. K3. Explain how to provide relevant colleagues with K8. Explain the importance of obtaining feedback the opportunity to contribute to the budget on your presentation of the budget and how to planning process use this feedback to improve future proposals K4. Explain how you present budget recommendations to others © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 163
37. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TRAVEL AND TOUR OPERATIONS CONDITIONS OF PERFORMANCE AND VARIABLES 1. Data and data sources required for budget Important behaviours for supervisors/ preparation may include: managers include: • Performance data from previous periods 1. Recognise changes in circumstances promptly • Financial proposals from key stakeholders and adjust plans and activities accordingly • Financial information from suppliers 2. Find practical ways to overcome obstacles • Customer or supplier research 3. Present information clearly, concisely, • Competitor research accurately and in ways that promote • Management policies and procedures understanding • Organisational budget preparation guidelines 4. Balance risks against the benefits that may arise from taking risks 2. Internal and external issues that could 5. Identify and seize opportunities to obtain impact on budget development may include: resources • Organisational and management re-structures 6. Take repeated or different actions to overcome • Enterprise/organisational objectives obstacles • New legislation or regulation 7. Comply with, and ensure others comply with, • Growth or decline in economic conditions legal requirements, industry regulations, • Significant price movement for certain organisational policies and professional codes commodities or items 8. Act within the limits of your authority • Shift in market trends communicate clearly the value and benefits of a • Scope of the project proposed course of action • Venue availability (for events) 9. Use a range of legitimate strategies and tactics • Human resource requirements to influence people • Others 10. Work towards win-win solutions 11. Respond positively and creatively to setbacks 3. Budgets may include: 12. Identify the range of elements in a situation and • Cash budgets how they relate to each other • Departmental budgets 13. Specify the assumptions made and risks • Wages budgets involved in understanding a situation • Project budgets 14. Test a variety of options before taking a • Event budgets decision • Sales budgets • Cash flow budgets • Grant funding budgets • Others 4. Input may include: • Budget restrictions • Client expectations • Owners/stakeholders expectations • Others 5. Recommendations may include: • Budget restrictions • Operational budgets • Contingency plan 6. Budget decisions may refer to: • Increase/decrease in allocations • Cost-cutting decisions, such as redundancy, closing departments or outlets, etc • Expansion decisions, such as employing more staff, opening new outlets/departments, etc 7. Financial commitments may relate to: • Contracts related to expenditure • Contracts related to income 164 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
38. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TRAVEL AND TOUR OPERATIONS ASSESSMENT GUIDE ASSESSMENT METHODS Assessment of units at level 3-5 is normally based Suitable methods will include: on performance at work. Some units at levels 3-5 • Portfolio of workplace evidence cannot be assessed by observation due to • Observation confidentiality, work constraints/environment etc. • Personal statements This unit may be assessed holistically by means of • Witness testimony a portfolio of evidence or report on preparing a • Professional discussion budget for a department or project in a hospitality or tourism environment. Individuals are expected to Simulation can be used in colleges or in the demonstrate that they can apply relevant concepts workplace for some performance criteria but should to situations which they could face as supervisors/ be used sparingly. managers. They are also expected to suggest, justify A portfolio or written report should be and evaluate possible courses of actions which they supplemented by oral questions to ensure all may take to deal with situations and with challenges aspects of the evidence requirements are fully met. that they face as supervisors/managers in an organisation. Note that all evidence should remove names of personnel to protect the privacy of individuals and the organisation. Evidence must include: 1. At least one minute of meetings you have organised with people in your area of responsibility and those with specialist expertise, to discuss, review and agree the budget for your department or team 2. One draft budget prepared for your department 3. One approved and implemented budget for your department 4. Notes of a meeting or email/letter in which you received approval for the prepared budget 5. Fully completing the knowledge assessment as set out in the unit either by recorded oral questioning or answers to written questions RELEVANT OCCUPATIONS ACCSTP REF Supervisors or Manager in tourism occupations D1.HFA.CL7.07 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 165
39. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TRAVEL AND TOUR OPERATIONS FMS2. UNIT TITLE: PROCURE PRODUCTS OR SERVICES UNIT DESCRIPTOR This unit covers the competencies required for procuring products and/or services from external suppliers. This unit is relevant to managers who are not procurement specialists but are required to procure products and/or services as part of their role. ELEMENTS AND PERFORMANCE CRITERIA E1. Prepare for procurement E3. Agree terms and issue contract P1. Comply with relevant organisational P6. Negotiate with selected suppliers to reach an procedures and legal and ethical requirements agreement which offers good value for money when procuring products and/or services and is acceptable to both parties P2. Seek support from colleagues or procurement P7. Agree contract with suppliers or legal specialists on any aspect of procuring E4. Monitor supplier performance products and/or services about which you are unsure P8. Monitor the performance of suppliers in terms of the quality, quantity, timeliness and reliability P3. Consult with others involved to identify your of products and/or services requirements for products and/or services, drawing up detailed specifications, where P9. Take prompt action to resolve any problems, in necessary line with the terms of the contract E2. Source and select products, services and suppliers P4. Source products and/or services which meet your requirements, where possible identifying a diverse range of products, services and/or suppliers so you can compare alternatives P5. Select products, services and suppliers which offer the optimal mix of quality, cost, timeliness and reliability KNOWLEDGE REQUIREMENTS K1. Explain the importance of following relevant K8. Discuss the importance of agreeing a contract organisational procedures and legal and ethical which clearly states quality and quantity of requirements when procuring products and/or products and/or services, timescales and costs, services terms and conditions, and consequences if K2. Explain the importance of consulting with either party fails to comply with the contract others involved to identify your requirements K9. State how you monitor the performance of for products and/or services suppliers in terms of the quality, quantity, K3. Describe how to draw up detailed timeliness and reliability of products and/or specifications for procuring products and/or services services K10. Discuss the importance of taking prompt K4. Describe how to source products and/or action to resolve any problems with the services which meet your requirements performance of suppliers, in line with the K5. Explain how to compare alternative products terms of the contract, and how to decide what and/or services and suppliers action should be taken and when. You need to K6. Explain how to select products and/or services know and understand: Industry/sector specific and suppliers which offer the optimal mix of knowledge and understanding quality, quantity, costs, timeliness and reliability K11. State the industry requirements for procuring K7. Explain how to negotiate with selected products and/or services suppliers to reach an agreement which offers good value for money and is acceptable to both parties 166 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
40. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TRAVEL AND TOUR OPERATIONS CONDITIONS OF PERFORMANCE AND VARIABLES 1. Legal requirements when procuring Important behaviours for supervisors/ products and/or services could include: managers include: • Local laws and regulations 1. Present information clearly, concisely, • Company policies and regulations accurately and in ways that promote • Company tender requirements understanding 2. Comply with, and ensure others comply with, 2. Ethical requirements when procuring legal requirements, industry regulations, products and/or services could include: organisational policies and professional codes • Fair and transparent tendering 3. Act within the limits of your authority • Suppliers sourced by product or service criteria 4. Show integrity, fairness and consistency in rather than personal relationships decision-making • No personal interest or family/friendship 5. Address performance issues promptly and involvement resolve them directly with the people/suppliers • No personal financial gain or commission involved arrangement 6. Clearly agree what is expected of others and 3. Support from colleagues or procurement or hold them to account legal specialists could include: 7. Work towards win-win solutions • Advice on procurement procedure and policy 8. Make effective use of available resources • Recommendations on suitable suppliers 9. Seek new sources of support when necessary • Legal advice 10. Take timely decisions that are realistic for the situation 4. Monitor supplier performance could include: • Quality of product/service according to specifications agreed • Timeliness of delivery • Reliability • Maintenance and support from supplier 5. Contracts should include: • Quality and quantity of products and/or services to be supplied • Timescales and costs • Terms and conditions • Consequences if either party fails to comply with the contract © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 167
41. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TRAVEL AND TOUR OPERATIONS ASSESSMENT GUIDE ASSESSMENT METHODS This unit may be assessed holistically by means of a Assessment of units at level 3-5 is normally based portfolio of evidence or report on aspects of on performance at work. Some units at levels 3-5 managing discipline in a hospitality or tourism cannot be assessed by observation due to environment. Individuals are expected to confidentiality, work constraints/environment etc. demonstrate that they can apply relevant concepts Suitable methods will include: to situations which they could face as supervisors/ managers. They are also expected to suggest, justify • Portfolio of workplace evidence and evaluate possible courses of actions which they • Observation may take to deal with situations and with challenges • Personal statements that they face as supervisors/managers in an • Witness testimony organisation. • Professional discussion Note that all evidence should remove names of Simulation can be used in colleges or in the personnel to protect the privacy of individuals and workplace for some performance criteria but should the organisation. be used sparingly. Evidence for this unit should include: A portfolio or written report should be 1. At least two examples of products or services supplemented by oral questions to ensure all procured showing how you complied with aspects of the evidence requirements are fully met. relevant organisational procedures and legal and ethical requirements 2. At least two recorded examples of how you seek support and consult with colleagues or procurement or legal specialists on aspects of procuring products and/or services about which you are unsure 3. At least two examples of products and/or services sourced and selected which met your requirements (should include details of comparative products/services and final contracts offered) 4. At least two examples showing how you monitored the performance of suppliers in terms of the quality, timeliness and reliability of products and/or services and how your resolved any problems RELEVANT OCCUPATIONS ACCSTP REF All staff with supervisory or management D1.HFA.CL7.02 responsibility in tourism occupations 168 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU