VietNamNet Bridge - A project to train managers and other supervisors in the tourism industry has led to improved services in hotels, tourism agencies and other organisations.

Begun in 2004, the training project, provided by the European Commission and the Viet Nam National Administration of Tourism, will be extended for two more years to 2010.

The core element of the Viet Nam Human Resources Development in Tourism Project is the Trainee Development Programme, which uses Viet Nam Tourism Occupational Skill Standards.

As part of the programme, trainees receive a nationally recognised certificate after completion of the course.

Tourists complain

A national vocational skills certification system with regional standards, 10 training centres and 18 practice rooms for occupational verification have been built as part of the project.

According to a survey conducted by the Viet Nam TUV Rheinland Group, a leader in independent testing and assessment services, a majority of tourists complain about tourism services, including poorly organised tours, sanitation and fraudulent taxis.

Dang Quoc Hoa, vice director of the High School for Tourism and Hotel Management, said many tourism employees in the past had been trained by the Ministry of Education and Training and the Viet Nam Tourism General Department, using standards that had once been in use in Eastern Europe.

But with the new training and certificate programme, employees have access to on-the-job training.

The programme provides trainees with 13 core skills, including tour operations, tour guiding, room services, small hotel management and cooking preparation.

Pham Vu Hiep, banquet and conference manager of five-star Rex Hotel, said after attending a course sponsored by the EU he passed on the skills to his staff.

He said in the past tourists had complained about service attitude, poor working style and badly folded blankets, but complaints have become less frequent.

Jozep Van Doorn, European co-director of the project, said 30 per cent of one million people working in tourism had been trained in the programme.

(Source: VNS)