AN INVESTIGATION INTO THE STRENGTHS AND WEAKNESSES OF TOUR GUIDE DEPARTMENT AT VIETRAVEL COMPANY DA NANG BRANCH AND SOME SOLUTIONS FOR IMPROVING THE QUALITY OF THE COMPANY’S INBOUND TOUR GUIDES

MINISTRY OF EDUCATION AND TRAINING DUY TAN UNIVERSITY FACULTY OF ENGLISH GRADUATION THESIS AN INVESTIGATION INTO THE STRENGTHS AND WEAKNESSES OF TOUR GUIDE DEPARTMENT AT VIETRAVEL COMPANY DA NANG BRANCH AND SOME SOLUTIONS FOR IMPROVING THE QUALITY OF THE COMPANY’S INBOUND TOUR GUIDES Major : English for Tourism SUPERVISOR : BUI THI KIM PHUNG , M.A STUDENT : PHAM VU QUYNH ANH CLASS : K23NAD6 STUDENT CODE: 232032142491 DA NANG - DECEMBER 2021 ACKNOWLEDGEMENTS Supervisor:Bui Thi Kim Phung,M.A Supervisor:Bui Thi Kim Phung,M.A This graduation thesis could not be finished without the invaluable help, advice, and encouragement from my teachers, family and friends in Duy Tan University I really appreciate everyone‟s support and assistance in my success First of all, I would like to express my deepest gratitude to Ms Bui Thi Kim Phung for being my supervisor Her encouragement and comments had significantly enriched and improved my thesis Without her instructions, my graduation thesis would have been impossible to be done effectively Secondly, I might wish to thank all lecturers at Duy Tan University, especially those within the Faculty of English, who imparted to me specialized knowledge, solid English skills to complete the thesis as well as better prepare for the future job Thirdly, I am extremely grateful for the staff at Vietravel Company Da Nang Branch for their enthusiastic help Thank you providing useful information on behalf of me to complete my project Last but not least, I sincerely thank my family and friends for creating favorable conditions, caring and inspiring me throughout the learning process That support gives me more motivation to finish my course well.Because of my limited knowledge and experience, the thesis still has many shortcomings Therefore, I hope to receive the comments of the teachers so that my graduation thesis can be completed successfully I wish everyone good health and happiness Yours sincerely, Student: Pham Vu Quynh Anh Code: 232032142491 Supervisor:Bui Thi Kim Phung,M.A Supervisor:Bui Thi Kim Phung,M.A STATEMENT OF AUTHORSHIP Except where reference is created within the text of the thesis, this thesis contains no material published elsewhere, the data and research findings in this graduate thesis are central and not repeated with another thesis This thesis has not been submitted for the award of any degree or diploma within the alternative tertiary institution Danang, December20th, 2021 PHAM VU QUYNH ANH Student: Pham Vu Quynh Anh Code: 232032142491 Supervisor:Bui Thi Kim Phung,M.A Supervisor:Bui Thi Kim Phung,M.A ABSTRACT This study examines the current status of recruitment and training policies, welfare policies as well as advantages and disadvantages of tour guides in general and INBOUND tour guides in particular at Vietravel company Da Nang branch The quality of the tour guide is the driving force behind the company's main service quality Service quality is an important factor to help the company survive in the long term and firmly in the market In this research, I want to apply my basic knowledge to analyze and evaluate the policies that the company applies to the tour guides Through the above analysis, it can be realized the difficulties that Vietravel company in Da Nang branch has encountered and offered solutions to improve the quality of the company's tour guides, especially INBOUND guides to promote service quality and company reputation Student: Pham Vu Quynh Anh Code: 232032142491 Supervisor:Bui Thi Kim Phung,M.A Supervisor:Bui Thi Kim Phung,M.A ABBREVIATIONS T.O: Tour operator FIT: Free Individual Travelers GIT: Group Inclusive Tour Student: Pham Vu Quynh Anh Code: 232032142491 Supervisor:Bui Thi Kim Phung,M.A Supervisor:Bui Thi Kim Phung,M.A 10 LIST OF TABLES Table 3.1 Structure of the labor force at the Tour guide department 28 Table 3.2 Facilities at the tour guide room 29 Table 3.3 Inbound tour guide at the company in 2020 29 Table 3.4 The salary policy of Inbound tour guide 33 Table 4.1 Training programs for inbound guides at the company .42 Student: Pham Vu Quynh Anh Code: 232032142491 Supervisor:Bui Thi Kim Phung,M.A Supervisor:Bui Thi Kim Phung,M.A 12 LIST OF FIGURES Figure 3.1 Logo of Vietravel 18 Figure 3.2 Organization chart of Vietravel Da Nang 20 Figure 3.3 Product system diagram at Vietravel Da Nang 24 Figure 3.4 Organization chart of the tour guide room 27 Figure 4.1 The number of tour guides .34 Figure 4.2 The age of tour guides 35 Figure 4.3 Recruitment through channels 36 Figure 4.4 Knowledge’s tour guides 37 Figure 4.5 Number of Inbound tour guides in the period 2016 2020 41 Student: Pham Vu Quynh Anh Code: 232032142491 14 Supervisor:Bui Thi Kim Phung,M.A Supervisor:Bui Thi Kim Phung,M.A TABLE OF CONTENTS ACKNOWLEDGEMENTS I STATEMENT OF AUTHORSHIP II ABSTRACT III ABBREVIATIONS IV LIST OF TABLES .V LIST OF FIGURES .VI TABLE OF CONTENTS VII CHAPTER INTRODUCTION 1 RATIONALE AIMS AND OBJECTIVES Student: Pham Vu Quynh Anh Code: 232032142491 Supervisor:Bui Thi Kim Phung,M.A 16 Supervisor:Bui Thi Kim Phung,M.A 2.1 Aims 2.2 Objectives 3 SCOPE OF THE STUDY METHODS OF THE STUDY ORGANIZATION OF THE STUDY CHAPTER THEORETICAL BACKGROUND 2.1 Travel tourism 2.1.1 Definition of tourism 2.1.1.1 Definition of Inbound tourism 2.1.2 Definition of travel .8 2.2 An overview of Tour Operator (T.O) .9 2.2.1 Definition of T.O 2.2.2 Types of T.O 10 2.2.2.1 International Tour Operator 10 2.2.2.2 National Tour Operator 10 2.2.3 Classification model for T.O .11 2.3 Services of Tour Operator 12 2.3.1 Service classification .12 2.4 Tour guides .13 2.4.1 Definition of tour guides .13 2.4.2 The role of tour guides 14 2.4.2.1 Customers 14 2.4.2.2 T.O .14 2.4.4 Inbound tour guides .15 2.4.4.1 Definition of inbound tour guides 16 2.4.4.2 Role of inbound tour guides 16 2.4.4.3 Necessary skills of inbound tour guides 16 CHAPTER CASE DESCRIPTION 18 3.1 An Overview of Vietravel company Da Nang Branch .18 3.1.1 History and Development of Vietravel Da Nang Branch 18 Student: Pham Vu Quynh Anh Code: 232032142491 Supervisor:Bui Thi Kim Phung,M.A 18 Supervisor:Bui Thi Kim Phung,M.A 3.1.2 Organization of Vietravel company Da Nang Branch 19 3.1.3 Functions of each department in the company .21 3.1.3.1 Leadership .21 3.1.3.2 Operating Department 21 3.1.3.3 Human Resources Department 22 3.1.3.4 Accounting Department 22 3.1.3.5 Sales Department 22 3.1.3.7 Communication and Marketing Department 23 3.1.3.8 Tour guide Department .23 3.2 The company's product system 24 3.2.1 National travel program 26 3.2.2 International tour program 26 3.3 Detailed introduction of tour guide department 27 3.3.1 Functions and duties of tour guide department 27 3.3.2 Organizational structure of tour guide department 28 3.3.3 Resources at the tour guide department 28 3.3.4 Technical facilities at the tour guide department 29 3.4 Inbound tour guides at Vietravel Da Nang branch 30 3.4.1 Recruitment policy 31 3.4.2 Inbound tour guide training policy 32 3.4.3 Salary and welfare policy 34 CHAPTER ANALYSIS AND EVALUATION 35 4.1 Analysis and evaluation of tour guides department of Vietravel company Da Nang branch .35 Human 4.1.1 resources .35 4.1.2 Recruitment 36 4.1.3 Training strategies 38 4.1.4 Strength and weaknesses of the tour guides department at Vietravel Da Nang branch 39 Student: Pham Vu Quynh Anh Code: 232032142491 Supervisor:Bui Thi Kim Phung,M.A Supervisor:Bui Thi Kim Phung,M.A 100 Climate- Cuisine The general culture of the region Career guide in the future Table 4.1 Training programs for inbound and domestic guides at the company (Source: Vietravel internal Da Nang branch) From Table 4.1, it can be seen that the company has a fairly methodical and complete training program, hitting the psychology of each customer International (European) tourists often like to learn about the culture, architecture, and heritage sites at the destination, and they often choose to buy travel programs with special destinations such as Hoi An, in addition to the tourist area My Son temple and tower associated with Champa culture was selected by UNESCO as a world heritage site as a unique proof of the lost Asian civilization However, the training content is very wide, but the method the company is applying for training is still very limited, not diverse, mainly the traditional forms that the company has applied over the years innovation or application of modern methods Therefore, the company's training methods have not stimulated employees to actively participate in training courses 4.2.3 Situation of Salary and welfare In general, the salary for the company's Inbound tour guide is currently quite good compared to the Da Nang market, tips for guides are regulated, creating a stable source of income for the guides Relaxation activities motivate guides to a good job and connect people to get the job done more smoothly This is a plus point for the company when it knows how to tap into the psychology of its employees so that its services can be sold with better quality 4.2.4 Strengths and weaknesses of inbound tour guides at Vietravel Da Nang branch 4.2.4.1 Strengths Student: Pham Vu Quynh Anh Code: 232032142491 Supervisor:Bui Thi Kim Phung,M.A 102 Supervisor:Bui Thi Kim Phung,M.A In general, the Inbound tour guide of the Vietravel Da Nang branch has been relatively well trained, they have met the requirements in the criteria for assessing the quality of tour guides about professional qualifications, knowledge, English level communication skills, and moral political In addition, to build loyalty for the Inbound guide team, the company has policies to encourage guides, when guides with good achievements are rewarded in cash or given encouraging gifts at the end The branch leadership always recognizes and regularly encourages guides to strive through remuneration policies such as increasing salaries for guides during high seasons, always motivating and rewarding excellent guides through their comments, evaluations, and praising customers The company also invites experts with good qualifications and knowledge such as lecturers, tourism researchers, or leaders of corporations to discuss and share knowledge The company has also developed a 9-part training program specifically for new tour guides to train the next generation of tour guides and build separate lessons for Inbound guides such as knowledge courses about Champa culture The company both trains and allows them to assert themselves and promote their inherent strengths During the training sessions, there is always time for the guides to speak and share the knowledge they know In addition, the guide room always organizes for the guides practical trips, empirical surveys, and self-tests such as organizing mini-trip trips: Outdoor, Central heritage journey, … 4.2.4.2 Weaknesses Besides the advantages, the training of inbound tour guides of Vietravel Da Nang branch still has many limitations as follows: Currently, Vietravel, Da Nang branch, has not organized a separate training course for inbound tour guides, mainly general training courses for domestic tour guides The following lecturers and tourism researchers specializing in inbound tourism have not yet been invited to train and share experiences for the company's inbound guides The company has not yet specifically assessed the English communication ability of the tour guide, but only based on the certificates that the tour guide has Student: Pham Vu Quynh Anh Code: 232032142491 Supervisor:Bui Thi Kim Phung,M.A 104 Supervisor:Bui Thi Kim Phung,M.A Currently, the company only organizes a star rating contest for domestic and outbound guides to assess the quality and capacity of each guide but does not organize a star rating for Inbound guides The company still doesn't have many English-language explanations to provide to the tour guide, but most of it is prepared by the tour guide The company has paid too much attention to training in the workplace, but less attention has been paid to training other professional skills that need to be practiced, such as training in professional skills of narration, animation, and event organization mature and sometimes somewhat repetitive The company needs to pay more attention to this issue in the future Student: Pham Vu Quynh Anh Code: 232032142491 106 Supervisor:Bui Thi Kim Phung,M.A Supervisor:Bui Thi Kim Phung,M.A CHAPTER DIFFICULTIES AND SOLUTIONS 5.1 Difficulties of Vietravel company Da Nang branch In the course of business operations, any business faces difficulties and disadvantages Currently, the Vietravel Da Nang branch is also facing some problems, this is due to many influencing factors such as the epidemic situation, the city's innovation strategy and goals, as well as the company's own goals The epidemic has seriously affected the company's revenue because, before the Covid-19 epidemic, the company's revenue reached 1.5 million USD / day, but all returned to zero when the epidemic occurred appear In the face of the prolonged Covid-19 epidemic, the company has implemented a state of "active hibernation" keeping the most basic foundation of the system still working, focusing on social work, solving problems related to health, and safety, marketing So that tourists don't forget the company and to come back, Vietravel has built recovery stages as "defrosting, warming up, accelerating and reaching the finish line" and is in the warm-up phase because of social distancing just ending in October 2021, according to the board of directors of the company, they can only return on the tourist activities of the 2022 Lunar New Year, due to the increased travel and tourism demand and can only be expected in domestic tourism - Inbound tourism Regarding Da Nang's innovation strategy and goals, After the Covid-19 epidemic situation is basically under control, the People's Committee of Da Nang city develops a project to restructure the city's tourism industry to 2025 and orients to 2030 Da Nang restructures the international tourist market more reasonably, avoiding dependence on the dominant market to limit "risks" when those markets suddenly decrease The city will promote the development of new tourism products, improve the efficiency of inland waterway operations, stay on Da Nang bay and tourist seaports, develop tourism in the west of the city, especially closely linking with neighboring localities such as Thua Thien Hue, Quang Nam, towards sustainable development Orientation for tourism development in Da Nang to 2025, vision to 2030 identifies tourism development space in the direction of mountains and sea, taking Son Tra, Ba Na, Hai Van, Ngu Hanh Son as the center to create a Student: Pham Vu Quynh Anh Code: 232032142491 Supervisor:Bui Thi Kim Phung,M.A 108 Supervisor:Bui Thi Kim Phung,M.A region, covering the core of the city center, limiting the space for developing core tourism In addition, there are project clusters that can be developed, linked into a product chain, connecting marine community tourism (Man Thai - Tho Quang), craft villages (Nam O fish sauce), culture, historical discovery history (Tyy Loan village communal house, K20 revolutionary base area…) to create synchronization and diversity of services Four groups of tourism products are prioritized: high-class resort beach tourism; tourism, shopping, entertainment, seminars, conferences, cultural, historical, spiritual, ecological tourism, craft villages, craft villages; and tourism urban associated with the central urban area of the whole region The specific target of the city is as follows, the target of tourists by 2025 is to welcome 3.5 million visitors, of which 180,000 stay guests, visitors to cultural and spiritual relics will reach the target about 2.7 million hits Striving to 2030 to welcome over 4.6 million tourists, of which stay guests reach about 300,000, visitors, cultural spiritual relics reach over 3.3 million Total revenue from tourists (according to actual prices): By 2025, it will reach about 1,900 billion VND, striving to reach about VND 4,300 billion by 2030 Grasping the goals and strategies of the city, Vietravel company Da Nang branch is having to offer solutions to improve the quality of the team, management, and service quality, tourism services, especially Eco-tourism services, protecting the natural environment, is worthy of national criteria, becoming a high-class tourism service company Regarding the goals and direction of Vietravel, the company wishes to become a pioneering, prestigious, and quality tourism brand in the hearts of domestic and foreign tourists, perfecting the organizational structure and branch model, building high-quality professional staff Focusing on training and developing the branch's human resources, continuing to perfect and diversify tourism programs based on researching new tourist markets, new routes, always understanding the needs of the market, looking forward to wants of guests to come up with new and unique travel programs, attracting tourists, the interest of not only domestic but also international tourists Vietravel Da Nang branch company always operates based on the orientation and development goals that the corporation has set out To achieve those goals, the company also offers specific policies and development directions as Student: Pham Vu Quynh Anh Code: 232032142491 Supervisor:Bui Thi Kim Phung,M.A 110 Supervisor:Bui Thi Kim Phung,M.A follows, researches to expand the market through exploiting sources of high-income tourists, attracting customers potentially, target customers of the business, towards products that are suitable for the increasing needs of tourists and are accepted by more and more tourists to improve business results Constantly developing the overland tourist route, which is one of the main tourist routes of the company, so that each visitor's trip is always the most perfect Always pay attention to the perceived value, service quality, service that customers receive, increase the number of tour programs sold maximizing revenue, and minimize costs while ensuring the output is quality tourism programs as committed to customers, developing a sales system in Da Nang city Setting out the goals and directions the company needs to put into practice and in the implementation process to achieve 100% of what the corporation sets out is a challenge for the Da Nang branch 5.2 Solutions for Inbound tour guides of company From the problems the company is facing, we can see that after the pandemic, the country is focusing on domestic tourism and inbound tourism to gradually restore commercial activities of travel companies as well as national tourism Here are some of my suggestions for improving the quality of the inbound tour guides, improving the quality of the company's service, and solving some of the company's barriers to economic recovery The company needs to improve the recruitment and selection of staff, the company has quite a decent recruiting process, however, the Vietravel Da Nang branch can complete the current recruitment process for better recruitment through the following steps -announcement, publication of tour guide recruitment information on the company's website of the company, social media sites such as Facebook, Instagram In addition, the company can also post job advertisements on recruitment websites such as Vieclam24h.vn, Timviecnhanh.com with concise recruitment information with specific requirements for knowledge, skills, experience, and benefits to attract readers and thus generate interest, potential guides for the company to recruit After receiving and reviewing candidate profiles, the company should prioritize candidates with experience in tour guide work and Student: Pham Vu Quynh Anh Code: 232032142491 Supervisor:Bui Thi Kim Phung,M.A 112 Supervisor:Bui Thi Kim Phung,M.A candidates with fluent foreign languages in this process Followed by personal interviews and tests on company knowledge, attitude, honest manners, communication skills, cultural and historical knowledge, presentation skills, dealing with emerging birthing situations, and other skills, the company must prove the applicant's foreign language skills The company can fluently send a long-standing international guide or a foreign language expert to the company to take part in the interview process to find candidates who have excellent knowledge, skills, and languages abroad a tour guide on trial by organizing trips for these candidates to test their work in the company for the next year within the last months to assess whether the candidates are suitable for the work environment in the company If the candidates well, the company will decide to hire them and keep them with the company As far as recruiting channels are concerned, companies need to make the most of the available recruiting channels and use them more effectively In addition, the company may also refer to other recruiting channels, such as there are many candidates with diverse qualifications and positions Recruiting events, specialist events This channel is chosen frequently; large and well-known companies often take part in these recruiting events and therefore also attract a large number of potential candidates Students today are always potential candidates for the job, companies can network with colleges and university clubs to recruit talented candidates For applicants who are undergraduate students, the training in the company will take longer, but once the training is complete it will be a better fit with the company culture than applicants who have worked in many countries and locations In terms of Vietravel guide training, the Da Nang branch is considered to be fairly complete and detailed, however, for inbound guide training, the company continues to train like domestic guides Improving the quality of guides Inbound, The company must also add to the training content as follows: The company should focus more on English training by inviting experts or organizing group meetings so that the guides can exchange ideas and improve communication skills in English Student: Pham Vu Quynh Anh Code: 232032142491 Supervisor:Bui Thi Kim Phung,M.A 114 Supervisor:Bui Thi Kim Phung,M.A Organize more training on the culture and behavior of consumers from other countries (foreign clients of the company) so that tour guides can better understand the clients they serve Offer prices and penalties to Inbound guides and motivate them to their best every day Regarding training methods, the methods being applied by the company are very limited and not diverse In addition to the training methods at the office, the company should also integrate more applications such as Zoom, Microsoft Teams, with the training method combined these applications, the company can train instructors Online, the tour guide can update knowledge anytime, anywhere without having to go to the company, saving time On these applications, the company can also create online tests with different forms that are both convenient and time-saving for instructors, creating enjoyment and improving the quality of instructor training at the company Regarding the post-training assessment, the company currently only evaluates inbound guides through tests, not organizing star rating contests like domestic and outbound guides The company should organize the exam for inbound guides so that the guides always try their best to get the best results In addition, the company can evaluate the inbound tour guide through ways such as regularly monitoring the tour performance of the inbound guide over a year, reviewing the number of years of experience, and the level of dedication to the company for inclusion the official human resource position of the company, thereby creating motivation and reducing pressure for inbound guides in salary and bonus It is necessary to improve the salary and welfare policy, it can be seen that Vietravel, Da Nang branch, has introduced a policy of salary and appropriate per diem to pay for guides However, for inbound guides, the company only stipulates a single salary, does not create motivation for inbound guides to always try and make efforts, requiring Vietravel Da Nang branch to also add more reasonable and satisfactory policies and remuneration for the team of inbound guides The company should star inbound guides to divide the salary for each star class, helping the tour guide have goals to improve yourself Student: Pham Vu Quynh Anh Code: 232032142491 Supervisor:Bui Thi Kim Phung,M.A 116 Supervisor:Bui Thi Kim Phung,M.A For the company to make appropriate policies on salary, per diem for inbound guides, Vietravel should also issue a survey to summarize the guide's opinions about travel expenses Is it reasonable to pay such a guide, is the current salary of the guide considered good or low? Thereby adjusting the appropriate per diem regime and bringing satisfaction to the guiding team Student: Pham Vu Quynh Anh Code: 232032142491 118 Supervisor:Bui Thi Kim Phung,M.A Supervisor:Bui Thi Kim Phung,M.A CHAPTER CONCLUSION AND SUGGESTIONS After researching and analyzing the service of Vietravel company Da Nang branch, I conclude my research and make suggestions for the company and Faculty of English to improve teaching quality and company business activities as well as the quality of their services 6.1 Conclusion Tourism is considered an indispensable need in cultural and social life and is one of the important economic sectors of many countries including Vietnam because our country possesses many natural tourism resources, culture and history attract many different types of visitors Since then, tourism and travel services were born and developed strongly to serve the needs of people to visit and relax In recent years, Vietnam has witnessed a strong development of the travel industry A series of companies and tour operators were born, making this market more exciting than ever To become one of the top 10 travel companies in Asia as originally oriented, Vietravel has constantly changed its qualifications and above all, one of the indispensable factors is a team of tour guides Tourism, especially inbound tourism, is the person who accompanies tourists during their journeys, represents the face of the company providing direct services to customers, and is also the representative of the beauty of Vietnam in the eyes of international friends In particular, Vietravel Da Nang with a large force of guides has contributed to developing the tourism image of the city and the country Since then, it has attracted me to learn about the company and in the process of researching at Vietravel, Da Nang branch, I chose the topic: "AN INVESTIGATION INTO THE STRENGTHS AND WEAKNESSES OF TOUR GUIDE DEPARTMENT AT VIETRAVEL COMPANY DA NANG BRANCH AND SOME SOLUTIONS FOR IMPROVING THE QUALITY OF THE COMPANY'S INBOUND TOUR GUIDES" With the desire to contribute a part of my opinion to make the training of inbound guides at the company more and more perfect Due to limited capacity, this thesis is difficult to avoid errors, I would like to receive the contributions of teachers, along with the Student: Pham Vu Quynh Anh Code: 232032142491 Supervisor:Bui Thi Kim Phung,M.A 120 Supervisor:Bui Thi Kim Phung,M.A brothers and sisters in Vietravel company Da Nang branch, to help me improve better my thesis to achieve high results in study and be more stable when entering the profession Once again, I would like to thank Ms Bui Thi Kim Phung for her enthusiastic support during the process of completing my graduation thesis I would like to thank the staff in Vietravel company for creating conditions for me to learn the reality of work, giving valuable advice for my future work as well as providing information and data for me while I was working on the thesis 6.2 Suggestions 6.2.1 Suggestions for Vietravel company Da Nang branch After researching Vietravel, Da Nang branch, I have some suggestions to send to the company's board of directors, I hope the company implements policies changes to improve the quality of the tour guide team In tourism, choosing a recruitment channel can find more talent and experience, increase the number of official guides, pay more attention to a separate training program for Inbound guides, and change salaries and bonuses for Inbound guide to best motivate this team because this is not only the face of the company but also the face of the country when directly interacting with international tourists These contributions not only improve the tour guide team but also develop the maximum quality of tourism products and services sold by the company 6.2.2 Suggestions for Faculty of English During my years studying in the English Department of Duy Tan University, I have found that the Faculty has successfully organized many activities to improve student exchanges But activities were not greeted with enthusiasm and the students participated in quite a few, such as English clubs and debate contests To strengthen the spirit of exchange and learning, educational leaders must innovate to create games in the club and advertise attractive like for students traveling And the English department needs to organize several business activities in batches so that the students know and guide their future, they should expand the exchanges with Student: Pham Vu Quynh Anh Code: 232032142491 Supervisor:Bui Thi Kim Phung,M.A 122 Supervisor:Bui Thi Kim Phung,M.A international schools to gain experience and upgrade their skills practical communication skills for students Student: Pham Vu Quynh Anh Code: 232032142491 124 Supervisor:Bui Thi Kim Phung,M.A Supervisor:Bui Thi Kim Phung,M.A REFERENCES Vietnamese Books [1] Vietravel (2020) Tài liệu nội Phòng hướng dẫn viên Vietravel chi nhánh Đà Nẵng (2020), 07-10-2020 Websites https://tapchitaichinh.vn/tai-chinh-kinh-doanh/nganh-du-lich-viet-nam- [2] trong-mua-dich-covid19-va-van-de-dat-ra-329127.html [3] https://vietnamtourism.gov.vn/index.php/items/34205 [4] https://www.vietravel.com/ [5] https://bvhttdl.gov.vn/quy-hoach-tong-the-phat-trien-khu-du-lich-quoc-giason-tra-thanh-pho-da-nang-den-nam-2025-dinh-huong-den-nam-2030620105.htm [6] https://www.vietravel.com/vn/nhat-ky-vietravel/vietravel-dat-top-50-doanhnghiep-viet-co-thuong-hieu-tuyen-dung-hap-dan-nam-2018-v12789.aspx [7] https://vovworld.vn/vi-VN/xa-hoi-doi-song/co-cau-lai-nganh-du-lich-danang-sau-dich-covid19-902882.vov [8] https://vi.wikipedia.org/wiki/Du_lich [9] https://lib.hpu.edu.vn/bitstream/handle/123456789/19714/11_PhamThiThanh Thuy_VHL401.pdf https://luathoangphi.vn/lu-hanh-la-gi/ https://sinhviendulich.info/dich-vu-du-lich-lu-hanh-la-gi-nhung-khai- [10] [11] niem-ve-lu-hanh-ban-can/ https://vietnambiz.vn/cong-ty-lu-hanh-tour-operators-la-gi-phan-loai- [12] cong-ty-20191018104443324.htm [13] https://www.vietiso.com/info/cong-ty-du-lich-lu-hanh [14] https://vi.wikipedia.org/wiki/Huong_dan_vien_du_lich [15] https://www.hoteljob.vn/tin-tuc/huong-dan-vien-du-lich-la-gi-yeucau-cua-nghe-huong-dan-vien-du-lich [16] https://123job.vn/bai-viet/huong-dan-vien-du-lich-la-gi-nhung-dieucan-biet-ve-huong-dan-vien-du-lich-647.html [17] https://www.hoteljob.vn/tin-tuc/inbound-la-gi-outbound-la-gi-va-10khai-niem-lien-quan-can-biet [18] https://timviec365.vn/blog/inbound-la-gi-new7757.html [19] https://jobpro.vn/bai-viet/inbound-la-gi/ Student: Pham Vu Quynh Anh Code: 232032142491 Supervisor:Bui Thi Kim Phung,M.A Supervisor:Bui Thi Kim Phung,M.A 126 SUPERVISOR‟S COMMENT  Student: Pham Vu Quynh Anh Code: 232032142491 Supervisor:Bui Thi Kim Phung,M.A 128 Supervisor:Bui Thi Kim Phung,M.A Student: Pham Vu Quynh Anh Code: 232032142491 ... department and reality of Inbound guides of Vietravel Da Nang branch Chapter 4: Evaluate the strength and weaknesses of the tour guide department and evaluate the inbound tour guide team of Vietravel. .. product quality more 4.2 Situation of Inbound tour guides at Vietravel Da Nang branch Currently, the company' s team of Inbound tour guides at the company in 2020 is eight tour guides and no one is an. .. Nang branch, this chapter describes an overview of the company, the tour guide department and the entire situation of the company' s Inbound tour guides 3.1 An Overview of Vietravel company Da Nang