Q U A N TRI KINH DOANH flANH GlA NANG LlfC NGHE NGHIEP COA NHAN VIEN 00 UCH TAI CAC flIEM OEN DU LjCH VUNG flfiNG BANG SONG CUfU LUNG Huynh Trudng Huy Ogi hpc C i n Thd Email: hthuy@ctu.edu.vn Vfl Hffng Phuong Oai hoc Can Thd Email: vhphuong@ctu.edu.vn Ngaynhpn: 10/06/2015 Ngaynhpn Ipi: 01/07/2015 Ma sd: 82+83.2TRMg.22 Q in diy, ehat lupng nguon nhin Itfe du heh thudng dupc dS dp vdl nhOng hpn ehd, cp the la ky Onang nghi nghiSp cua nhin vlSn du lich dUde quan tim khai thie Ddng bang song COu Long hing nam thu hut khoang V* ting lOdt du khieh qudc teden Viit Nam va bio eon sdniy cd xu hudng ting manh Diiu niy dah ddn stf thieu hpt ci vi sd' ludng vi chat lupng ngudn nhan Itfc du heh cua vung Nghiin cOu niy gdp phin eung d'p kdt qua dinh gia nang luc cOa nhin viin du lieh tai de dfa phuang phit tridn manh ve du lich cua vung di hiiu bidt han ve ning Itfe nghe nghipp eua hp bao gdm kiin thOe, ky ning vi nhin thOc trich nhipm nghe nghipp Dtfa vio thdng tin khio sit tO 369 du khach tham quan dc diem du lieh tpi Vfnh Long, Cin Tha vi PhO Qudc, kdt qui phan tich nang luc nghd nghiSp cOa nhin vlSn du heh eho thay rang phan idn dap vien the hipn stf dinh gii cao ve kien thOe cua nhin viin du Uch; dd, hp eho ring nhin thOe trich nhiim nghd nghipp nhtf trieh nhiim cdng viSe, giii quyet van de dn han chd Dong thdi, nhOng ky ning HSn quan ddn stf hpp tic, giao tldp ngoai ngO li nhOng vi'n di mi du khieh ddl hoi nhin viin dn dope eai thipn hdn TO khda: ning Itfe nghi nghlip, nhin viin du lich, kien thOc, ky nang, thai dp D5t van de Ngfinh du ijeh eua Viel Nam ndi chung va cua dong bang sflng CQu Long ndi ridng nhflng ndm qua da dgt nhflng kei qud khd quan vfi thu hut du khdch Theo sff lidu thflng kg tfl "long cyc du Ijch Vigl Nam, nam 2014 ddng bang sdng CQu Long da ddn khofing 12 trigu lupt du khach (hdn 9,8 tridu du khdch nfli dta vd g i n trieu du khdch nflflc ngodi) vdi doanh thu hdn 5.000 ly ddng Vdi ldi thfi vfi dieu kien tu nhidn dde trUng d a vflng sflng nude, dong bang sflng CQu Long dflpe xac djnh Ifi mdl bdy vung du heh dge thfl chifin Iflpe phdt trien du heh cfla Vidt Nam dfin nam 2020 vfi fam nhin dfin ndm 2030 So 82+83/2015 Bdn eanh dd, ndng lyc vfi ky nang nghe nghipp efla ngudn nhfin lye du Ijch ndi chung vd nhdn vien du li.eh nfli ridng d n nhieu hgn che so vdi cfic qufic gia khu vyc ASEAN; Irong dd, nhdn vien du heh vQng ddng bang sdng Cflu Long cung khflng n i m ngoai thyc frgng fren Gan dfiy, Dy fin phat frien nang lfle du heh ed traeh nhigm vfli mfli tnidng vd xa hdi tien hanh khao sfit 500 ddn vj kinh doanh du ijch Irong nflde vd eung d p bdo d o n h i n manh dfin nhflng yfiu kem v i nang lyc, ky nang nghe nghiep eua nhfin vien du Ijch lien quan dfin ky nang " m i m " , giao tifip, ngoai ngQ, vfi nghiep vu ehuyen mdn (Chfldng frinh phdt frien nang lUe du Ijch ed frdeh nhiem vdi mdi tnidng vfi xa hdi, 2013) khna hoc ihiftmo'ma! inh gia nang Itfc nghe nghiip du lich: bing dOng vi mo hinh nghi^ cOu Dfinh gia nang lyc nghfi nghifip cQa nhfin vidn du Ijch chu yeu phdn tich nhQng thfinh phfin cua nfing lye nhu kien thflc, Iqr nang vfi Ihfii dg Ihdng qua sfl dyng d c cdng eu ddnh gid djnh tinh bao gflm thang Likert, Cronbachs Atpha, Mgt vfii nghien cflu ve dfinh gid nang lue ITnh vyc du ijch g i n dfiy dupe thyc hidn, difin hinh nhu nghign cflu cua Zehrer vfi Mossenleehner (2009) dfinh gid ndng lye eQa sinh vifin tfft nghidp ngdnh du Ijch dya vao k h l o sat ffl ngfldi sfl dyng lao dgng Tdc gid cho rdng k i i n thflc fTnh vue du lieh bao ham sy hifiu bifit vfi phap ludt vfi xfi hpi, frong dd am h i i u ve lual du heh vd yeu tff vdn hfla dflpc nhin mgnh Mdl nghifin cQu tnidc dd eua Ricci (2005) cung nhan mgnh rang k i i n thflc cua nhfin vidn ITnh vyc Iflu tni bao gflm sy h i i u biel v i tigu c h u i n djch vy khach hfing, sdn p h i m du Ijch, vd tin hpe d n bdn Tuy nhidn, Graganisdis vfi Mentzas (2006) khang dmh rang d e y i u 16 thugc ba thfinh phan d t ldi cua nang lUc ed sy tUdng quan l i n nhau; vi dy nhu sU am hifiu van d i d n g vdi ky nfing frinh bay tot se gdp p h i n hoan thfinh Iffl d n g vific Nfing lye nghfi nghiep efla nhfin vidn dUpc danh gifi phff bien tfl efie quan d i i m khfie nhau, bao gffm: ngfldi sfl dung lao dgng, b i n thfin nhfin v i i n , hofie khfieh hfing tigp xQc vdi nhfin vifin Trong nhflng nghidn cflu v i nfing lye nhfin v i i n du I j d , da sff efie tde gia thudng sfl dyng thdng tin k h l o sdt tfl du khfieh (khach hdng), thay vi Ihu thgp thflng tin ddnh gid ffl ngfldi sQ dyng tao dgng S6 82+83/2015 hogc nhd qudn ly ddl vfli nhdn vidn Vige lya ehpn ddi IQpng danh gia nhu the xuat phdt tQ nhQng diem mgnh sau dfiy: thfl nhal, nhfin vidn d g a n g nfing eao nfing lue nham mye dich hofin thfinh Iffl edng vige eua minh, nghTa Id hp mang d i n sy hdi Iflng eho du khaeh Do do, sy dfinh gia efla du khfich ve d c yfiu to dac difi'm thuflc ndng lyc nghe nghigp the hipn finh xfic dang hdn so vdi nhflng doi IUdng khdc ThQ hai, sff lupng y k i i n ddnh gia IQ du khach k h i Ifln va da dang hdn so vfli trfldng hop ngfldi qufin ty dfinh gia Vdi so lUpng y k i i n nhu thfi d t h i tin rang su ddnh gid vi ndng lye cua nhfin vign du Ijch la khfich quan vfi da dpng hdn Tuy nhien, ddnh gid nang lfle tfl quan difim eua du khaeh eung tfln tgi hgn chfi nhfil djnh dd Id ddi hdi du khdeh Iham gia dfinh gid p h l l bigt va tflng frao dfl'i vdi nhfin vign ve nhflng y i u tff lifin quan den nfing iQe can ddnh gia Bdi v1, ng'u nhU truflng hpp mot yeu tff ndo dd nhu heh sQ ma du khfieh ehua tQng hdi hode trao dfl'i vdi nhfin vign thi hp se khflng ddnh gid dupe rang nhdn vidn efl hieu b i i t vi Ijch sfl fl mQc dfl nao K i t qud Id ddnh gia eua du khfich ve yeu to ndy nhu Id mflt vigc b i t bufle phdi Idm va khdng chinh xdc Vi vdy dfi hgn chfi sai lech ve van de khdu thifit kg efie y i u Id lifin quan dfin cac thfinh p h i n ndng lyc phdi dflpc thye hipn d ' n thdn vd sQ dyng thufit ngQ eho d i " h i i u , g i n lien vdi d e v i n dfi thudng nhal ma du khdch vd nhdn vifin cd the trao dfii tffl X u i l phfit tQ cd sd ly thuyfit va nhflng k i t qud nghidn eflu v i ndng lyc nghe nghifip cua nhfin vien du Ueh, md hinh nghien eflu dffi vdi trflflng hpp phfin tfeh ndng Iflc nghe nghifip cQa nhdn vien du Ijch vung ddng bang sdng Cdu Long duoc xfiy dflng g i n l i i n vdi ba thfinh p h i n cflt Ifli: kien thfle, ky nang vfi thfii dd; vd cfic y i u Iff thuflc tinh cua ehQng Cfic yeu Id thuflc tinh cua ba thdnh phfin nfing lye nghfi nghiep tren dupe ey thfi dudi dgng nhQng d u hdi vfi dupe danh gia theo thang Likert mQe dd tdng dan qud trinh khdo sat IQ nhQng du khach lai d c d i i m d i n du lich dupc chpn eQa vflng nghidn cQu -khoa hoc '^ ' thirdngmal 101 QUANTRIKINHI Nang liic n ^ e Jigjiiep (fa I j ^ X Kien tliiTC Kiiili te-xa hdi cliiiih tn Lich sir, van hoa dia !>• Dicli \Ti du hclL Kr hanh Dieni den, san pliam du Uch Thai dd Ky nang Ngliiep VII Giao hep M-Ngoai iigft Quan sat Giai quyet tmli Imdng Nhi^t tinli Tracli nliiem *-|-Hoptac L9ngiiglie.hoh'P Tning thfrc Hinh 1: Khung phin tich dc thinh phin cua ning Itfc nghi nghiSp du lich Phuong phap nghifin cflu Theo sff lidu Ihffng kd cho ttiay so lupt du khdeh d i n vung dffng bang sdng CQu Long tang ffn d|nh nhflng ndm g i n day (gan 12 tridu lupt ndm 2014); dd, mdl sff dia phUdng nhfl VTnh Long, Tien Giang, Thfinh Can Tho vfi Kidn Giang (ehQ y i u Phu Quffe) duoc danh gia lfi nhOng d i i m d i n du heh thu hut phan tdn lupng du khfich dfin vQng (chifim hdn 60% td'ng du khdeh) Dya vdo ngudn Ihdng tin Ihffng ke fren, bfii v i i l nfiy ehu y i u khfio sfit dfinh gia tfl du khach tham quan d e d i i m d i n du tjch fai d e dja phuang d i i n hinh, gffm VTnh Long, Thanh phfl C i n Tho vfi Phu Quffe (Kidn Giang) Viee lya chpn d]a phuong nfiy xufit phfit tfl sy thfi hign da dgng d e logi hinh du Ijch cQa vQng: sinh thfii vudn, am thyc va du Ijch b i i n ; dong thdi, d c dja phUdng nfiy eung t h i hign nhu diem den du Ijch hfip dfih n h i t frong vflng (ehiem hOn 52% long du khach g i n tripu lupt) CQ mfiu dy kifin khdo sfii dflpc xfic djnh ttieo d n g thflc Solvin [n = N/(1+N.e2)] Id x i p XI 400 quan sal Tuy nhidn frong qua frinh khfio sdt sy anh huflng cua yfiu to Ihdi vy va sy s i n Idng tham gia cfla dap vifin, eufii eung tong sff quan sdt thye l f i d d i y du thflng tin vfi sQ dyng frong phfin t i d la 369 c h i i m 92% tfl'ng so quan d t dy k i i n Sff quan sfit tiJdng flng ttieo tflng dja phfldng nhu sau: Vinh Long (149), Thanh phff C i n Tho (105) vfi PhQ Quffe (115) khoa hoc 102 Ihddng'mal' Dfip vidn (du khach) tham gia cugc khfio sdt dflpc hdi y k i i n ddnh gid v i d e thdnh p h i n ndng lyc n g h i nghidp cQa nhdn vidn du Ijch phye vy lgi d e d i i m dfin, thflng qua phieu khdo sdt ( d tifing Anh vfi tiing Vigt) Bdn egnh dd mgl sfi thdng tin v i ddc d i i m nhdn k h i u hpc v l cfi nhfin cua du khdch cung dflpe Ihu thgp V i d n g eg phdn tich danh gid ndng lyc ngh€ nghipp nhu da biet d c nhd nghign cflu dd d nfi tye lupng hda frong vigc phdn tich ddnh gid ndng lyc d nhfin (dudng nhu mang tinh dinh linh) Dupe c h i p nhdn vdn dyng phff b i i n nghidn cflu edng cy thang Likert (5 mflc dg) dflpc siJl dyng de Iflflng sy ddnh gid eua ddp vidn vi cdc lieu ehi dflpe d i x u i l T i i p theo dd, d c d n g cy nhu ttiflng kfi mfl ta, phfin lich t i n sff vfi x i p hgng d c tieu chi de x u i t tiiuge d e thfinh p h i n ndng lye n g h i nghifip Kfil qud phdn tfch Kfil qufi phfin lieh ttiffng kg eua eufie khdo sdt Ifl 369 du k h f i d (gflm 81 khdeh quflc Iff vd 288 k h d d ndi dja) dupe frinh bay d B i n g vdl nhQng dgc difim d nhfin cQa du khdch gffm gidi tlnh dg tuo! vfi frinh dg hpc vfin Ky vpng r i n g , sy da dgng v i nhQng ddc d i i m d nhfin gifla nhflng du khdch tgi dja bfin khfio sal se eung d p nhQng bdng d Q n g phdn lich ttiQ Vj v i dfinh gia nfing lyc nghfi nghiep d a nhfin vien du l | d So 82+83/2015 Q U A N TR| KINil D O A N H * - • • - - ^ • • - •• - • • - ' •-•*• - Bdng 1." Phin phoi nhOng d$e diim d nhan eua mau quan sit (%) Dde dilm Gidi tinh - Nam - NQ Nhom tuoi - Dudi 25 - 25 dfin 39 ^-40 trd l&n Trinh dg hpc vfin - Chua tfft nghigp PTTH - Phfi thdng tiung hpc - Cap ding, dgi hpc - Sau dgi hpc TDci (n=369) VTnh \joT\g (n;149) 40 60 38 34 33 33 25 35 40 16 50 63 14 34 23 16 67 15 18 59 19 12 63 24 18 81 Ngudn: Kit qui khio sat 369 du khach, 10/2014 Nhin ehung, k i t qud thffng kg nhflng dge d i i m eua du khdch t h i hifin linh dgi dign cQa mfiu cugc khfio sdt Trong do, khflng cd sy khfic biet ldn v i gidi linh gifla efie dap vifin nhung du khdch nQ d ty lp cao mau khfio sfit Lidn quan d i n nhdm tuffi, k i t qud d bdng eho thd'y ed su phfin bfi kha d i u giQa ede nhflm tuffi cQa dap vifln tham gia eude khdo sdt Ket qud nfiy ky vpng mang Igi ddnh gid v i ndng lue n g h i nghigp mang linh dgi dign cao dffi vfli du khfich nfli chung vd du khdeh tham gia khdo sfit Trong sff dd, nhdm du khdch dufli 25 tuffi cd xu huflng ehpn logi hinh du ijch biin gan lien vdl d c hogt dgng vgn dflng ngodi trfli, cao hon nhdm du khaeh lfln tufl'i hdn 62 Can Tho _(n=105) 51 _ 30 70 49 - Dinh gii vi nang Itfc kiin thOe: k i t qud ddnh gifi cho t h i y nhin ehung nhdn vifin du heh dupe du khfich dfinh gia fl mflc tfft v i sy h i i u b i i t t i n g quan kinh t i , chinh tri, xa hgl vd k i i n thflc ngfinh djch vy du l|ch; dgc biet sy h i i u b i i i v i d i i m d i n du Ijch vfi d e s i n p h i m du ijch dupc du khfich dfinh gifi khd cao Kef qud ndy khd phu hpp vdi ttiye tifih bfli vi b i t d i u cflng vigc tgi diem d i n du Ijch, hfiu h i t nhfin vien p h l i t r i i qua d c khda h u i n luygn n g i n hgn nham trang bj k i i n thQc v l thflng tin v i d i i m d i n cung nhu d c sdn p h i m djeh vy dupc cung cfip Khi so sdnh kfit qud ddnh gia gifla dja bdn k h l o sdt, eho thfiy rang nhfin Vi trinh dg hpe v i n eua dap vifin k i t qud phfin K i e n ttluC lich cho t h i y binh qufin 2/3 du khfieh tham gia khdo sfit ed trinh dg eao d i n g , dgt hpc vd Ird ldn Vfli ddc d i i m vfi trinh dg nhu f h i fin tudng r i n g ehflng ta se thu dflpc k i t qud dfinh gia xfic dfing v i nfing lyc n g h i nghigp cua nhdn vien du Ijch bdi vl hp d k h i nfing hifiu bifit va t r i Ifli lot nhflng © i ^ n dgn san d u hdi cugc k h l o sdt p h d m d u heh Ket qufi phdn Itch ddnh gid v i nang lue n g h i nghigp efla nhdn vifin du Ijch lifin quan dfin ba ttianh p h i n ed bdn: kifin Ihfle ky ndng, va t h l i dg dflpe trinh bay d Bdng Kien Giang (rellS) ^ Lich SIT vital hod, dja ly Dich \i\ du lich, \Q hanh khoa hoc g6S2+83/2Ulb 103 l^ QUAN TR| KINH DOANH M n g Ketq ua danii gia nang Tiianh phSn nang IMc Kign thLIc - Kinh t^xa hoi, chinh trj - Lich sd, van hoa, dja ly - D|ch vu du heh, ii} hanh - Digm den, sen phim du l|ch Ky ndng - Nghilp vu • Giao liep - Ngoai ngQ - Ouan sal - GiSi quygt tinh hufing luc ngiiS nghi$p TAci (n=369) VtnhLong (n=149) Cfin Thd (n=105) KI6n Giang (n=116) 3,60 3,75 3,73 3,89 3,90 4,00 4,08 4,10 3.60 3,70 3,60 3,80 3,20 3,56 3,50 3,77 3,83 3,68 3,38 3,63 3,62 4,00 3,80 3,40 4,00 3,80 3,60 3,56 3,10 3.60 3,56 3,90 3,70 3,63 3.30 3.50 4,03 3,71 3,86 3,98 3,84 4,20 4,10 4,20 4,30 4,20 3,90 3,50 3,78 3.97 3.80 4,04 3,53 3,61 3,68 3,53 Thii m - Nhi^ttinh Trach nhilm Hop tac Ldng nghe, hd'tro Tmng thuc Ghi chO: *Gii tri trung binh cOa dc yiu tidupc tinh toin theo thang Likert mOc dp, y nghla ctia tOng mOe dp dtfpc didn giii nhusau: 1,00-1,80: rit kem; 1,81-2,60: kim; 2,61-3,4: chip nhpn; 3,41-4,2: tdt; 4.21-5,00: rit tdt vign du Ijch tgi d c d i i m d i n d Phu Quffe (Kidn (frung binh) Trong so d e yeu tff ky nfing, ky ndng Giang) dupe du khfich ddnh gid mflc dp thfip hon nghigp vu dflpe du k h l c h danh gid cao n h i l bdi vl ve nfing lyc kifin tiiQc Nguyfin nhdn di gidi Ihich t i l d d c thao tfic nghiep vy phyc vy cua nhdn eho sy khae bifit nfiy Ifi d c diem den du Ijch lgi vign phdi tudn theo quy frinh ey t h i nhfl bg ph^ln Phfl Quffe mdi dua vao hogt dgng g i n dfiy (diin le'tan, tryc phflng, nha hang va logistics Trong hinh nhfl Vinpeari PhQ Quffe) va p h i n Ifln nhfin vidn mdi tuyfin dung chi vfla lot nghigp va chfla cd nhieu kinh nghifim thdi gian d i trfii nghipm d n g vigc cung nhu tim h i i u sdu s l e ITnh vyc du Ijch thflng tin d i i m d i n mgc du hp da dupe hufin luydn truflc Giai Ky nans - Dinh gli vi ning itfc ky ning: kit qud quy et t i l l h dfinh g i l dffi vdi yfiu Iff cua p h i n ky nfing cua nhfin vien du heh chi r i n g nhin Chung thfinh p h i n ky ndng dupe du khaeh danh gifi d mQc tSl, nhung gifi In trung binh igi t h i p hdn so vdi thfinh phfin nang lue k i i n thflc vd thai dfl Dang ehQ y, ky nang giao t i i p b i n g ngoai ngQ cfla nhdn vien du heh nhgn dupc danh gifi d mflc c h i p nhfin khoa hQC 104 " " ' ^ - - Im^no ^ Quan sat yo 82+83/2015 -^ dd, nhQng ky ndng khfie nhU quan sfit, gidi quyfit tinh hufing thflflng dflpc thyc hipn phy thuflc vdo nang luc d nhdn cQa nhfin vidn nhifiu hdn Id phy thufie vfio quy trinh Bfli vi nhQng Unh hufing phdt sinh phyc vu khd b i l ngd, ngi'u nhien vd khdng t h i Ifldng frflde Nhdn thd'y rang k i t qud ddnh gia tfl cude khfio sdt ndy khd phQ hpp vfli kfit q u i khao sfit thyc hidn nam 2013 eiJa Du an phat triin ndng lyc du heh d I r l c h nhidm vdi mdi tnidng vd xa hgl Q U ^ TR| KINH D O A N H ^ Mac du, nang lyc ky ndng eQa nhdn vign nhfin dupc dfinh gia thfip nhUng sff thdnh phan nfing luc nghe nghidp nang luc thfii dd phue vy dflpc du khdch quan ldm n h i l (chiem 64.4% y k i i n ) ke den Ifi nang lyc kifin thflc (chiem 20,3%) va ndng lue ky nang dflng cuffi cflng, vdi 15,3% Ben canh y k i i n dfinh gia tfl du khach, ndng lye cua nhdn vifin cung dupe ddnh gifi ffl nhflng ngudi qudn ly tryc tiep Ihfing qua phuong phfip - Dinh gii vi ning Itfc thil dd: so vdi thfinh danh gid chuydn gia K i t qufi danh gia cho t h i y phin nang lye (kiin thQc va ky nfing), p h i n rang ve nhdn thfle trdeh nhigm frong edng vige ndng lye thdi dfl dupe du khfieh dfinh gifi cao hdn (ndng lfle Ihdi dp) nhan vidn chi thfi hifin tfft d sy vd dgt d mflc tffl; dgc bidt la thdi dd nhipt Unh vfi nhiet tinh, hff" trp dong nghipp hofic du khfieh Ilng nghe, hd'trp du khfich qua trinh phye frong qufi trinh phyc vu Tuy nhign, nhfin vifin vy Mde du dupe dfinh gifi khd tot ve thai dfl phyc chfla cd nhdn thflc fdt v i trfich nhifim n g h i vy, nhflng thai dg t h i hidn tinh t h i n frdeh nhiem v i nghiep cung nhu cdng vide hp dang tham gia d n g vide lign quan den Iflng bfl phgn phyc vu v i h D i i u ndy dupe ngudi qudn ly gidi fhieh y i u Id ehfla Idm du khdch hdi Idng hdn vd ddnh gid eao vfin hfla vQng mien ("ddn m i i n Tay°); ey thfi Id, hdn Cy thfi la, dfli nhdn vidn eung d p thflng nhdn vidn s i n sdng bd viee n i u nhu ngfldi qudn tin chua ehinh xde hope thifiu thflng tin du ly phg binh hp mac Iffi qufi trinh phyc vy, hofic khdng tufin thQ quy d]nh Ben egnh dd, nhfin vien ddi tfim vige theo e l m tfnh, chfl quan (do quen viec) mfi khdng ludn thu mdt each nghifim tQc quy frinh d n g vigc lai tQng khau phy trdch cy f h i X u i t phat tQ y thflc lam viee thap, Ihudng T r a c h n h i e m dfih d i n su c6, iffl cfing vigc, hogc "nghen thdng tin" trao doi gifla cde bd phfin, cho nfin dfla dfin sy phien cho khfich hang Thai Nlai^ttinh Tnmstliuc Laiignghe ho tl'O ^Hop tac khfich d nhu cfiu; ben canh dd, Ihfii dp hpp ldc cilia nhdn vifin giQa cfic bfl phgn de cung d p thdng tin hogc gidi quyfit vfin d i cho du khdeh chua tfft, xfl ly tinh huong chdm (do phdi lien he vfli d e ddn vj, d nhdn khde hofie ehd y kien cua ngudi qufin ly) Nhin ehung, ndng lye nghfi nghigp cQa nhdn vien du l|eh gifla d c bd phfin nhfl buflng phdng, lfi" lfin, nhfi hdng k h l c h sgn khflng d sy khfic biel dang k i Dieu nfiy ed t h i dupe gidi thleh bdi vl h i u hfit nhdn vien du Ijch d i u phai trai qua d c khda hufin luygn ngan han InJdc bat d i u Ifim vide hofie djnh ky Tuy nhien, dffi vfli nang lyc v i ky nang nghfi nghigp cua nhfin vien lfi" tdn, buong phdng dupc dfinh gifi eao hdn, nguyen nhfin Id nhfin vidn thudng phdi thyc hign d n g vige theo ban mfl td Jhoa hoc S6 65+Si*^i^^'li' ^ "•• " I ' m a i 105 ^aaaaaaeaB d n g vigc vd it gdp sy sai sflt Trong dd, nhan vign nhd hdng khdeh sgn fhudng Qng phd vdi nhflng tinh hufing phfit sinh hon tfl nhu d u cua khach hfing, d i h d i n mflc dfip flng sy hfii Idng cua khfich hfing dudng nhu khflng the tuyfit dfii Kfit lugn va gill phap Ngudn nhdn lye ludn dflng vai trfl quan trpng c h i i n lupe ndng eao ehfit lupng dieh vy cua d c don Vj kinh doanh ITnh vyc du heh va IQ hdnh Vige ddnh gid, phfin tich nang lyc nghe nghigp cua nhfin vifin du Ijch d y nghTa thief Ihye n h i m phfit hign nhQng hgn ehfi vfi gdp p h i n xay dyng kfi hogch nfing eao chat lupng nhdn lye fgi ddn Vj Qua kfil qufi dfinh gla nfing Iflc n g h i nghigp cua 369 nhdn vidn du heh phyc vu fgi d c d i i m d i n du Ijch dgi dign vung dfing bang s i n g CQu Long, hai diem quan frpng nhal dupe fdm lupc nhu sau: - Trong sff ba thfinh phan ndng lyc nghe nghifip, ndng lyc vg nhgn ttifle trach nhigm (hay thai dp) dflpe du khach cung nhu ngfldi qufin ly fnre tigp nhfin vidn dfinh gia quan frpng hdn Bdi vi, djch vu du l|ch la ITnh vye eung d p va trdi nghiem gid fr| d m xue, hon la cung efip sdn p h i m vdt chat Qua danh gid v i nhgn thfle trach nhigm, nhfin vidn phyc vy d n hgn e h i d khia eanh traeh nhiem eong vigc vd tudn thu quy frinh Idm viec - V i ky ndng n g h i nghigp, k i t qua phan lieh khd phfl hpp vdl khfio sdt nfim 2013 cQa Dy dn phdi triin du heh d frdeh nhiem vfli xa hfli vd mfli trudng cua l ^ n g eye du heh; dd Id khd ndng giao t i i p ngogi ngfl v l gidi q u y i l van de du khfich d nhu d u Thgl ra, ddi vdi Irudng hdp gidi quyet v i n d i Ihudng vupt qua quyfin hgn cua nhdn vidn phyc vy Do dfl nhfin vien thudng tfl chfli yfiu cau cQa du khdeh hogc phdi chd dpi y kien Ifl ngudi qudn ly X u i t phdt tfl cupe khfio sfit trdn, mflt sfi got y d e gidi phdp dfii vdi cde doanh nghiep kinh doanh du l|ch va nha qudn ly, ed sd ddo tgo du Ijch c i n dupe quan tfim n h i m ndng eao nang lyc nghe nghigp cQa nhfin vidn dfi huflng dfin nfing eao e h i i lupng djch vy Irong ITnh vye djch vu du ijch fgi dig'm d i n cQng nhu eua vQng, bao gfim: khoa hgc 106 thddng m p i ' - Od; vdi dc dan w kinh doanh du heh: ThO nhit, nfing cao ky nfing nghe nghiep qud frinh Idm vigc dflpc thflc hign bdi ngudi SLI dyng lao dflng - don vi kinh doanh d i d vy du t|cti - thflng qua d e hogt ddng: (i) huan luyen fheo nghigp vy cQa bfl phgn dupe phy trdch nhim tdng cudng tinh chuydn nghigp efla nhfin vien; (ii) xdy dyng quy trinh nghigp vy b i n md tfi edng vide d5i vdi Iflng vi fri, nghigp vy cy thfi de nhfin vidn tham c h i i u vd lufin thu mdt d e h tuygt dffi Bdi vi, qua khdo sfit tgi mfft vdi difim d i n du heh cho thiy r i n g ban md Id edng vific hoge danh muc cdng vigc (check-list) tgi tflng bg phfin dfldng nhu thieu v i n g ThO hal, ndng cao nhgn thflc trdeh nhidm nghfi nghigp Id ygu d u khdng t h i thifiu dffi vfli bit ky nhdn vifin frong ITnh vye n g h i nghigp nao va nhdn vign du Ijch eung khdng ngogi Ig Nhfin vJgn phgc vy t h i hign trdch nhigm, thfil dp Ihdng qua si; nhfin thflc tfit vfi n g h i nghifip, vj tri edng vide c^a minh d i tfl dd thao tdc phyc vy mdt cfich ehuyfin nghifip va chu ddo hdn Hdn nfla nhdn vidn du l|ch d n nhgn thflc rdng vide hodn tot cdng vige eua hp edn cd y nghTa dflng gdp quan frpng vdo ndng cao c h i t Iflpng djch vy cung nhu hinh Inh fhuong higu eua don vj ndi hp lam vigc Tuy nhifin, ddng luu y r i n g dfi giflp cho nhdn vidn ndng cao thai dfl phyc vy ddi hdi nhfi qudn ly phdi sil dyng tflt cfic d n g cy qufin ly nhfin sy (nhu tuyfin dyng, Ifldng, phflc Ipi, dfio tgo, thang tiin, ) nhdm tgo mdi trfldng Ifim vifie cgnh tranh cung nhfl dpng lye Ifim viee eho nhfin vidn - Ddl vdi nhi quan ly, ed sd dao tpo du lidi Quan tdm gifii phdp "ndng cao kiin thOc chuygn mdn" Ifi mdt frong nhflng vfin de then ehfit dffi vdi ngufin nhfin lyc Bdi vi, xufil phdt tfl sy am h i i u tflt v i k i i n thflc chuygn mfln se giup nhdn vign chQ dflng thye hifin edng vide ehuyen nghifip hdn Dfi thye hign difiu dfli hdi edng tdc dao tgo ITnh vyc d|ch vy du Ijch d n dupe ehu trpng ede khfiu: (i) chuong trinh ddo tgo g i n vdi nhu clu S6 82+83/2015 \ - g i g l A N TRj KINH DOMQlS d n g vigc ttiye tfi; (ii) tfing cudng hoat dflng kien ldp vd trdi nghigm dfli vdi sinh vifin lgi d c ddn vj kinh doanh d|eh vy du Ijch; (ill) xay dyng d e mg hinh hpc tgp thyc te vdi sy tham gia tfl d e ddn vj kinh doanh djch vy du Ijch Dflng thfli, d c co quan qudn ly Nhfi nflde ve du Ijch d n quan lfim hdn vg d n g ldc thfing kfi ed su phdn tfch vfi dy bdo nguffn nhfin lyc nhdn lye ndi chung va nfing lyc cua nhdn vidn du Ijch nfli ridng nhdm lam cd sfl xfiy dyng cfic d i fin, hoge di x u i l ehinh sfich nhdn lyc gdp phfin phdt t r i i n du heh cua dja phfldng tfft hdn • nghiSp nho Viet Nam quan md hinh ASK, Khoa hoc Dai hpe quoe gia Ha Nfli Kinh te va Kinh doanh, 28(29-35) McClelland, D C (1973), Testing far competence rather than for "intelligence.", American Psychologist, 28(1), Ricci, P (2005), A comparative analysis of job competency expectations for new hires: The relative value of a hospitality management degree University of Central Florida Oriando, Florida Summary W Hiu tiiam khio: Boyatzis, R E (1982), The competent manager: A model for effective performance, John Wiley & Sons Breen, H., Walo, M vd Dimmock, K (2004) Assessment of tourism and hospitality management competencies: a student perspective Cheetham, G., vfi Chivers, G (1998), The reflective (and competent) practitioner: a model of professional competence which seeks to harmonise the reflective practitioner and competence-based approaches Journal of European Industrial Training, 22(7) 267-276 ChUdng trinh phdt t r i i n ndng lye du heh ed traeh nhigm vdl mfli tnrflng vd xa hfli (2013), thing diPp ve du lich cd trieh nhlSm: Kit qui ChUdng trlnh dinh gli nhu du dio tpo Chiin lUde tidp thl du lieh Vi$t Nam tdi 2020 (Vol chuygn san sff 4), Hd Ngi: Tffng eye du heh Drgganldis, P., vfi Mentzas, G (2006), Competency based management: a review of systems and approaches Information Managemenl& Computer Security 14(1), 51-64 Katz, R L (1974), Skills of an effective administrator Harvard Business Press The quality of tourism human resources has been discussed much in recent time, many of their limitations have been pointed out, suggesting that their professional competence should get more attention Mekong river delta attracts around a quarter of fhe total international tourists to Vietnam every year and this figure is expected to rise quickly in the future This may cause a lack in both quantify and quality of the tourism human resources The research helps fo assess the competence of tourism staff in loealifies with strong tourism devetopment so as lo know more about their professional capacity, including knowledge, skills and professional awareness The results of a survey conducted with 369 visitors to tourism destinations in Vinh Long Can Tho and Phu Quoe reveal that most recipients highly appreciate the knowledge of tourism staff but believe there exist some limitations in their professional awareness and problems-solving skills At the same time, skills related to cooperation, language eommunication of the tourism staff should be further improved Lg Qufin vd Nguyin Quffe Khdnh (2012) Dinh gii ning itfc giim die didu hinh doanh 82+83/201& Jihoa hgc "thddng m^i 107 ... lyc du heh fgi d c diem den du heh ti^ng vung dong bang sdng Cflu Long, dua tren k i t qud tQ cudc khao sat 369 du khdeh frong va n g d i nude - dS tupng giad f l i p tn/c tiep vfli nhan vien du. .. nghfi nghiep tren dupe ey thfi dudi dgng nhQng d u hdi vfi dupe danh gia theo thang Likert mQe dd tdng dan qud trinh khdo sat IQ nhQng du khach lai d c d i i m d i n du lich dupc chpn eQa vflng... nghe nghifip cua nhfin vien du Ueh, md hinh nghien eflu dffi vdi trflflng hpp phfin tfeh ndng Iflc nghe nghifip cQa nhdn vien du Ijch vung ddng bang sdng Cdu Long duoc xfiy dflng g i n l i i