Human Resources for The Tourism Industry - New Challenges

After the Covid pandemic, along with the recovery of the tourism industry, the human resource situation for this industry is also facing many difficulties and challenges.

Mr. Bruno Huber - General Manager, Mövenpick Resort Cam Ranh - Employees Should Be Reprimanded Methodically When They Make Mistakes

WHAT ARE YOUR THOUGHTS ON THE CURRENT TOURISM INDUSTRY IN VIETNAM, ESPECIALLY IN CAM RANH - KHANH HOA?

Vietnam holds significant tourism potential with its numerous scenic attractions, historical landmarks, stunning beaches, vibrant cities, and hospitable people. Despite being a relatively young industry in Vietnam, the positioning, marketing, and support strategies for international tourists are not as developed as in other popular Asian tourist destinations. Vietnam should enhance development policies and communication strategies to effectively transform into a globally attractive destination.

Cam Ranh - Khanh Hoa, with its mild climate throughout the year, is renowned as a haven for domestic and international tourists, offering delicious seafood, exceptional beaches, and world-class golf courses. The coastal roads from Cam Ranh to Ca Na through the Nui Chua National Park, the impressive sand dunes south of Phan Rang, and the coastal road along Ca Na - Ninh Thuan are considered among the most beautiful coastal routes in Southeast Asia.

HOW DO YOU ASSESS THE CURRENT WORKFORCE SITUATION IN THE TOURISM INDUSTRY IN CAM RANH?

We are fortunate to receive support from the Tourism Faculty of Nha Trang University and other colleges and vocational schools specializing in tourism. These educational institutions provide a young and energetic workforce for most of the province’s resorts. Additionally, local residents are starting to explore more opportunities in the accommodation sector. Here, resorts equip them with essential skills and specialized knowledge through in-house training programs aligned with Accor standards to ensure quality service for both domestic and international tourists. However, our current challenge is the language barrier and professional skills for certain positions, such as technical and culinary roles.

IN YOUR OPINION, WHAT FACTORS ARE ESSENTIAL FOR DEVELOPING THE WORKFORCE IN THE TOURISM INDUSTRY?

Currently, I see a lack of reputable culinary schools, and there is a need to improve and encourage vocational education in the tourism industry. Furthermore, parents should encourage and promote career paths in tourism for their children. Besides, I’ve noticed that many managers are afraid of making decisions - this is a significant barrier in our work. Making mistakes is a natural part of the learning process, and people should not fear making errors. Therefore, I always encourage leadership positions to learn how to manage team interactions and to reprimand employees with fairness when they make mistakes, avoiding situations involving shouting or unjust punishment.

CAN YOU SHARE YOUR RESORT’S FUTURE DEVELOPMENT PLANS?

We continue to communicate and promote the image, as well as position Mövenpick Resort Cam Ranh as the top choice for families and MICE guests, both domestically and internationally. Furthermore, Mövenpick Resort Cam Ranh strives to become a sustainable resort in the region. In 2023, we achieved numerous milestones and sustainable tourism certifications, including full compliance with Accor’s No Single Use Plastic campaign, Green Globe certification, HACCP for meeting food safety management standards, and the implementation of AI-based Winnow technology in the resort’s food waste management program in our restaurants.

DANNY CHI HO TSE - CHIEF OPERATIONS OFFICER, WYNDHAM DANANG GOLDEN BAY HOTEL – EQUIPPING EMPLOYEES WITH KNOWLEDGE AND PROFESSIONAL SKILLS

HOW DO YOU EVALUATE THE CURRENT PERFORMANCE OF THE TOURISM INDUSTRY IN VIETNAM AND DA NANG?

The tourism industry in Vietnam has shown remarkable recovery post the COVID -19 pandemic, experiencing significant growth in both international and domestic tourism. Vietnam National Administration of Tourism reported the reopening of international tourism in March 2022, attracting over 5 million foreign visitors from Europe and Asia. Despite the increasing demand, the industry faces the challenge of providing affordable tourism products with flexible payment methods, and humble budget. The tourism industry in Da Nang has shown positive signs of improvement due to various stimulus programs and market promotions. However, a major challenge remains as direct flights to and from China have not yet resumed, affecting the number of visitors and revenue.

HOW DO YOU ASSESS THE CURRENT HUMAN RESOURCES SITUATION IN RESPONSE TO THE POST-COVID TOURISM INDUSTRY?

The tourism industry has experienced a significant migration of human resources to other sectors, not only during the COVID-19 outbreak but also in the post-pandemic period. Furthermore, a considerable number of workers who transitioned to alternative sectors have successfully obtained stable employment and exhibit hesitancy in returning, even among high-skilled professionals. This presents a substantial challenge for the tourism industry in terms of revitalizing and improving the caliber of its human resources to align with market demands.

IN YOUR OPINION, WHAT FACTORS ARE ESSENTIAL TO BUILD A PROFICIENT WORKFORCE FOR THE TOURISM SECTOR?

Acording to me, success in the hospitality industry hinges on possessing the following key qualities:

• Professional proficiency in managing and utilizing cutting-edge technology tools, coupled with a comprehensive understanding of the industry.
• Effective communication skills.
• Team spirit, adaptability, and leadership acumen to nurture collaboration, foster independence, and enhance productivity in the workplace. This includes problems solvability and crisis management skills.
• Passion and unwavering dedication to crafting memorable customer experiences.

CAN YOU SHARE WITH US YOUR UPCOMING PLAN FOR WYNDHAM DANANG GOLDEN BAY HOTEL?

Wyndham Danang Golden Bay proudly stands as a member of Wyndham Hotel & Resort, a preeminent hotel brand globally with a presence spanning over 9,000 hotels across more than 90 countries. Our commitment is to elevate the quality of our services, providing patrons with international and distinctive experiences. For example, giving guests the opportunity to savor the stunning panorama of Da Nang from our 29th-floor vantage point, featuring the world’s highest and largest gold-plated swimming pool. Our vision is to establish ourselves as a five-star hotel renowned for delivering the best entertainment services in Da Nang. To achieve this, we are implementing three key strategies:

1. Elevating the quality of our Food & Beverage, spa, and entertainment services.
2. Offering an array of relaxing activities, including E-Gaming, karaoke services, and more.
3. Harnessing the power of technology to enrich the guest experience, exemplified by the Golden Hotels App. This innovative application enables guests to conveniently check in, check out, or access hotel services through their smartphones. Furthermore, our ongoing commitment to excellence extends to the continuous enhancement of our staff’s capabilities through regular training programs. This ensures that our team possesses the requisite knowledge and skills to meet the diverse needs of our valued guests.

HOANG MANH CUONG - GENERAL MANAGER - PHÚ HẢI BEACH RESORT & SPA PHAN THIET - REGULAR & FLEXIBLE IN EMPLOYEE TRAINING

REGULAR & FLEXIBLE IN EMPLOYEE TRAINING WHAT DO YOU THINK ABOUT THE TOURISM INDUSTRY IN VIETNAM AND BINH THUAN PROVINCE IN PARTICULAR?

Vietnam’s tourism industry, in general, and Binh Thuan Province are taking steps to recover and vigorously develop after the pandemic. Recently, the government has completed the policy on immigration procedures for international visitors in the direction of increasing the number of countries eligible for visa exemption, extending the appropriate stay period, and expanding electronic visas. That has created conditions for domestic and international airlines to open flight routes and directly connect Vietnam with key and potential tourism markets. Binh Thuan is known as the “resort capital of Vietnam,” and Phan Thiet is also a coastal city qualified to organize Golf and MICE Tourism successfully. In addition, the Phan Thiet - Dau Giay Expressway Project has just come into operation, and Phan Thiet Airport is about to start construction. It is a motivation that will bring many domestic and foreign tourists to Phan Thiet.

HOW DO YOU ASSESS THE HUMAN RESOURCES SITUATION TO MEET THE POST-COVID TOURISM INDUSTRY?

Due to the impact of the COVID-19 epidemic, the tourism industry faces many difficulties, so many skilled workers are also looking to change jobs, leading to a labor shortage. To solve this problem, tourism businesses, especially hotel systems, must increase coordination with training facilities to save costs and have human resources for immediate use However, in the long term, the tourism industry needs a comprehensive plan to attract workers back to work and recruit new workers to respond promptly to the strong recovery of the tourism industry.

BESIDES OPERATING PHU HAI BEACH RESORT & SPA PHAN THIET, YOU ALSO PARTICIPATE IN TEACHING AND TRAINING SPECIALIZED STUDENTS AT VUNG TAU TOURISM SCHOOL AND PHU QUOC VIETNAMESE-KOREAN TOURISM COLLEGE. WHAT FACTORS ARE NEEDED TO HAVE EXCELLENT HUMAN RESOURCES FOR THE TOURISM INDUSTRY?

In my opinion, a tourism employee is a multitasker because he must know how to combine all six factors: listening skills, communication skills, the art of pleasing customers, being able to handle pressure well, understanding the profession, basic regulations of the industry and understand the nature of work. In addition, employees must be trained to have the ability to work in teams, have in-depth knowledge, sophistication, and meticulousness, and know how to keep promises to create an appearance of confidence and readiness to serve customers. 

CAN YOU SHARE THE DEVELOPMENT PLAN FOR PHU HAI BEACH RESORT & SPA PHAN THIET IN THE COMING TIME?

To attract international tourists with high spending ability, whose tourism goals are purely sports and relaxation, next year, Phu Hai Beach Resort & Spa Phan Thiet will build a new block with 150 luxury rooms, upgrade the resort to a 5-star level with over 250 rooms & villas We build the resort into a friendly one, heading to green and sustainable tourism and using natural resources responsibly. We also focus on the quality of the resort’s human resources, by regularly and flexibly improving foreign language skills, customer service and care skills, and fostering management capabilities.

We also pay great attention to marketing work, such as participating in international tourism fairs, welcoming farmers to promote and introduce products and services in potential markets, and enhancing the digitalization of all products and services and promotional programs on the internet to suit tourists travel product search trends.

BUI DUC KHIEM - HOTEL MANAGER, OAKWOOD HOTEL & APARTMENTS SAIGON - THE EMPLOYEE TURNOVER RATE AT OAKWOOD HOTEL & APARTMENTS SAIGON IS 0% IN THE FIRST YEAR

WHAT DO YOU THINK ABOUT THE CURRENT TOURISM AND HOSPITALITY INDUSTRY IN GENERAL AND HO CHI MINH CITY IN PARTICULAR?

The current state of the tourism and hospitality industry, both globally and in Ho Chi Minh City, holds immense promise. As we emerge from the challenges posed by the pandemic, there is a palpable resurgence in interest from domestic and international tourists. Ho Chi Minh City, with its rich cultural tapestry, stands as a vibrant economic hub of the country. In addition to strengthening its brand and positioning itself to cater to the city’s tourism trends, Oakwood Hotel & Apartments Saigon is developing a number of unique experiences and hopes to become a preferred accommodation choice for travelers in Ho Chi Minh City.

HOW DO YOU EVALUATE THE HUMAN RESOURCES MARKET IN THE HOSPITALITY INDUSTRY POSTCOVID?

Post-Covid, evaluating the human resources landscape reveals a unique set of challenges. The hospitality industry has witnessed a considerable shift as many experienced staffs chose to explore opportunities in other sectors due to financial constraints during the pandemic. This exodus has created a shortage of skilled personnel in the hospitality domain.

Recognizing this, our approach is not only retaining our experienced staff but also actively cultivating a new generation of talents. The commitment to a 0% employee turnover rate in our first year of operation underscores our dedication to maintaining a stable and satisfied workforce. Simultaneously, attracting interns from younger generation such as Gen Z injects new ideas and energy into our team, and contributing to a vibrant and innovative work environment.

WHAT QUALITIES, IN YOUR OPINION, ARE ESSENTIAL FOR HAVING A COMPETENT WORKFORCE IN THE TRAVEL AND HOSPITALITY SECTOR?

Creating an effective team in the tourism and hospitality industry involves several key factors. - We prioritize a positive work environment that fosters loyalty and dedication, ensuring employee benefits and well-being are at the forefront of our priorities. This includes comprehensive health and wellness programs, career development opportunities, and a supportive work- life balance. - Our dedication to fairness and open opinions is foundational to our culture. Every team member is encouraged to contribute their opinions, fostering a sense of belonging and enriching our decision-making.

CAN YOU SHARE MORE ABOUT OAKWOOD HOTEL & APARTMENTS SAIGON DEVELOPMENT PLAN IN THE NEAR FUTURE?

Looking ahead, our brand strategy centers on revitalizing Oakwood by unveiling a new brand essence, distinctive brand signatures, and enhanced brand touchpoints – all propelled by our invaluable Oakwood GEMs: our dedicated associates. We eagerly anticipate the thrilling journey ahead as we unveil a branddriven service concept, setting the stage for an elevated and distinctive experience. This strategic initiative is poised to redefine and elevate our brand, ensuring a dynamic and memorable connection with our audience.

About human development, Oakwood Hotel & Apartments Saigon is dedicated to providing diverse training that extends beyond skill development to encompass mental health and wellbeing. This comprehensive approach not only aims to meet employee expectations but also exceed them, with employees directly positioning Oakwood Hotel & Apartments Saigon as travelers’ preferred accommodation destination in Ho Chi Minh City.

Saigon New Day

Từ khóa : Nhân Sự Cho Ngành Du Lịch, Danny Chi Ho Tse, Bruno Huber, Bùi Đức Khiêm, Hoàng Mạng Cường, Oakwood Hotel & Apartments Saigon, PHÚ HẢI BEACH RESORT & SPA PHAN THIET, Mövenpick Hotels & Resorts, WYNDHAM DANANG GOLDEN BAY HOTEL