Improving the quality of human resources for tourism: Training to raise standards.

Learn from real-world needs.

Recently, the Da Nang Tourism Promotion Center has regularly organized training courses in English, Russian, communication skills, situation handling, and basic first aid for staff of the Tourist Support Center and members of the Da Nang Tourist Cyclo Team. These are all topics directly related to serving tourists. The content focuses on basic communication phrases suitable for the job, such as greeting, guiding, advising on itineraries, introducing destinations, and assisting tourists when needed.

Mr. Nguyen Quoc Thinh, Team Leader of the Da Nang Tourist Cyclo Team, said that thanks to language and skills training courses, team members have gained more knowledge to communicate, guide, and assist tourists during the service process. The training content is designed to closely match practical work, so learners can apply what they learn immediately, especially when interacting with international tourists.

In the accommodation sector, staffing requirements are also posing many challenges. Mr. Nguyen Thanh Lam, CEO of The Signature Hotel and Shining Boutique Riverside Hotel ( Hoi An ), said that the hotel currently has several positions that are quite difficult to fill, including housekeeping and kitchen staff. For these hard-to-recruit positions, businesses must proactively recruit suitable candidates and provide on-the-job training. Another approach is to train employees currently working in lower positions, improving their skills and gradually enabling them to take on higher positions.

According to Mr. Lam, besides foreign languages, problem-solving skills are one of the competencies currently lacking in many hotel staff. Therefore, training should not be limited to classes organized by management agencies, but businesses themselves must also maintain internal training. At The Signature Hotel and Shining Boutique Riverside Hotel, employees are allocated about 4 hours of training each month, focusing on various professional skills on a rotating basis. While the monthly duration is not large, it is maintained regularly, giving employees more opportunities to update their knowledge and hone their skills.

Standardization to improve quality

Regularly involved in tourism workforce training, Mr. Tran Xuan Moi, Director of ATM Consulting and Management Co., Ltd., assesses that Da Nang's tourism workforce is facing new demands as the city aims to improve the quality of tourist experiences, length of stay, and spending levels. As development goals change, so does the human resources challenge. Businesses need the right people, with the right skills, in the right positions within the service chain, from accommodation, travel, transportation, and food to attractions and entertainment.

Mr. Moi believes that retraining and short-term refresher programs are practical solutions for the workforce in the industry. For experienced workers, practical training combined with VTOS standards (Vietnam Tourism Occupational Skills Standards, which stipulate the professional skills necessary for the hotel, restaurant, and tourism industry) helps systematize knowledge, standardize operations, and adjust unsuitable skills. However, a short course can hardly fully develop in-depth foreign language skills, management thinking, service culture, or the ability to handle complex situations. Professional competence needs to be built through knowledge, practice, experience, feedback, and continuous training in the workplace. This is also why businesses need to be more deeply involved in the training process.

According to Mr. Moi, tourism workforce training needs to focus on three directions: building an open training ecosystem, creating conditions for workers to learn while working, accumulating results, and having their skills assessed appropriately. Next, there should be a strong shift towards practical training, assessment based on real-world skills, and recognition of learning outcomes in the workplace. Furthermore, foreign languages, digital skills, AI applications, and sustainable development thinking should also be incorporated into the training process for each position, linked to each market segment and job characteristics.

According to Ms. Nguyen Thi Hoai An, Deputy Director of the Department of Culture, Sports and Tourism, since the beginning of the year, the Department has chaired and coordinated 18 conferences, seminars, and specialized training courses on accommodation, professional skills, housekeeping, reception, etc., attracting thousands of managers, businesses, and workers in the industry. Besides direct training, the online training system with more than 20 professional development programs continues to be maintained, creating another channel for businesses and workers to update their knowledge. In the future, the Department will continue to cooperate with businesses and training institutions to implement training programs tailored to specific job positions and actual needs; encourage accommodation establishments to strengthen internal training, develop a professional workforce, and maintain stable service standards, contributing to improving the quality of experience and the level of satisfaction of tourists.