Tourism human resource development in context of the fourth industrial revolution

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Nghiên cứu trao đổi ● Research-Exchange of opinion

Tạp chí Khoa học - Trường Đại học Mở Hà Nội 72 (10/2020) 75-79

TOURISM HUMAN RESOURCE DEVELOPMENT IN CON-

TEXT OF THE FOURTH INDUSTRIAL REVOLUTION

Nguyen Thi Thu Mai, Nguyen Thi Thuyet^*

Hoang Duy Anh^†

Date received the article: 2/4/2020

Date received the review results: 5/10/2020

Date published the article: 26/10/2020

Abstract: The explosion of the Industrial Revolution 4.0 not only brings opportunities

but also creates great challenges for Vietnam’s tourism industry, especially in developing hu-

man resources to meet the needs of the tourist market. On the basis of assessing the current

situation of Vietnamese human resources and analyzing some of the eﬀects of Industry 4.0

on the tourism sector, the article points out some requirements for the development of human

resources in tourism, that is: Raising awareness of Industry 4.0 and new requirements on

the capability of the workforce in the tourism sector to actively study and innovate; Com-

pleting guidelines, policies, adjusting planning for human resource development in tourism;

Improving training capacity, improving the quality of human resource training for tourism

in training institutions; Improving technological infrastructure and information system of

the tourism industry; and promoting international cooperation, strengthening public-private

cooperation in tourism human resource development.

Keywords: Developing human, tourism, industry 4.0

1. Introduction

GDP. In 2019, Vietnam ranked among the

top 10 countries with the highest growth

rate in tourism in the world. Impressive

development results of the tourism in-

dustry on the one hand are good signals,

but on the other hand are worrying signs,

because methods of management, busi-

ness, consumption and labor in the tour-

ism sector will have to rapidly change in

the context of the 4th industrial revolution

(Industry 4.0) while Vietnam’s tourism

human resources still have many limita-

tions both in terms of quantity and quality.

Over the past years, with its remark-

able growth rate, tourism has shown a

“spearhead” role in the country’s econo-

my. From 2015-2019, the number of tour-

ists has gradually increased each year -

number of international visitors increased

8.4 times, reaching over 18 million arriv-

als; Domestic tourists tripled, reaching

85 million arrivals in 2019. Total revenue

from tourists reached 32.8 billion USD in

2019, an increase of 7.9 times compared

to 2015, directly contributing 9.2% into

* Faculty of Tourism - Hanoi Open University

† Vietnam National University, Hanoi

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2. The development context and

plied in all areas of life, Industry 4.0 has

quickly had a profound impact on all areas

of socio-economic life, tourism included.

The internet of things can be applied in ac-

commodation and dining services such as:

creating smart rooms - self-adjusting tem-

perature, lighting, automatic equipment

in the room. ; predictive failure detection

of the service equipment system; food in-

ventory tracking and management ... Ar-

tiﬁcial intelligence (AI) can be used as a

virtual assistant to provide information,

take care of tourists, resolve complaints,

book automatically ... to increase the qual-

ity of the experience and save time for

guests. Big data can be used in analyzing

and selecting target markets, even helping

businesses personalize each travel product

and service to perfectly meet the needs of

travelers.

impacts of the industrial revolution on

the tourism industry

Being identiﬁed as a key econom-

ic sector, in recent years, tourism has re-

ceived great attention from the Party and

the State. Tourism development has been

identiﬁed as the responsibility of the en-

tire political system, all levels, sectors

and the whole society, and many policies

have been enacted to facilitate tourism

in general, tourism and human resourc-

es in particular. Resolution No. 08-NQ /

TW dated January 16, 2017 of the Minis-

try of Finance on “Develop tourism into

a key economic sector” also outlines the

tasks and solutions for tourism develop-

ment, in which the emphasis is made on

the need to develop human resources in

terms of quantity and quality. The resolu-

tion clearly stated: “Promote the applica-

tion of advanced science and technology

in training and fostering tourism human

resource development” and “improve the

quality of human resources in both state

governance, corporate management and

labor in tourism”. In addition, in the wide-

spread context of the Industry 4.0 tide, the

Prime Minister has issued Directive No.

16 / CT-TTg on strengthening the ability

to access the Industry 4.0, and has directed

the implementation of measures to make

the most of the advantages, while mini-

mizing the negative eﬀects of the Industry

4.0 on Vietnam, in which the mission for

the tourism industry was set: “Proactively

review, build plans and key tasks of the

industry to implement in accordance with

the development trend of the 4th Industri-

al Revolution”.

The new technologies of Industry

4.0 applied in the tourism ﬁeld will create

a lot of changes in the method of manage-

ment, business, consumption and associ-

ated with new requirements on qualiﬁca-

tions, skills and qualities of the workforce

in the tourism industry. Industry 4.0 will

change the needs and approaches to tour-

ism of the tourist market; change some

employment positions in the tourism in-

dustry; and alter some professional stan-

dards in the tourism industry.

Industry 4.0 changes the needs and

approaches toward tourism of the tourist

market:

Industry 4.0 dramatically changes

management and business skills, reduces

costs and increases tourism services qual-

ity, hence will be a strong driving force to

stimulate tourism demand. The explosion

of online technology makes it easy for

travelers to gain direct access to travel

products and services from anywhere on

As the convergence of a series of

new technologies, based on the platform

of connection and digital technology ap-

Nghiên cứu trao đổi ● Research-Exchange of opinion

a global scale at lower costs. Travel hab-

its, travel behaviors, travel time ... can all

change. At the same time, the increasing

demand for personalization in tourism

products will force the tourism industry

and its workforce to actively change in

response.

competition and ensure success in tour-

ism operation, management and business.

3. The situation of human resourc-

es in tourism

Tourism human resources can be

understood as the entire direct or indirect

workforce with suﬃcient qualiﬁcations

and conditions to work in the tourism

sector. The growth of Vietnam’s tourism

along with the new requirements posed

by Industry 4.0 for the tourism industry

requires the industry to have a human

resource that ensures both quantity and

quality. However, the reality shows that

tourism human resources are lacking in

quantity and poor in quality.

Industry 4.0 changes a number of

job positions in the tourism industry:

The results of applying new tech-

nologies in the tourism industry have

formed new tourism trends such as smart

travel, virtual reality travel ... thereby cre-

ating new job positions such as marketing

staﬀ, online sales, consulting and online

customer care, online dât analyzing and

processing ... Meanwhile, some steps in

the process of “manufacturing” tourism

products and services will be gradually

replaced by smart, automated robots such

as picking up, ticket checking, luggage

transportation, automatic payment assis-

tance, security protection ... so some pub-

lic may be lost. Namely work such as tick-

et conductors, tour guides, tourist advice

and care, security staﬀ ...

The shortage of tourism human re-

sources:

According to the Institute for Re-

search and Development of Tourism, with

the same growth rate as the previous time,

it is estimated that each year the tourism

industry needs about 40,000 more work-

ers. In 2018, the whole country had 195

training institutions in tourism, of which

there were 80 universities but could only

supply about 15,000 employees per year.

The demand for human resources operat-

ing in the tourism industry increased by an

average of about 40% per year, of which,

the demand for workers with university

and college degrees accounts for 15%.

Also according to the forecasts from this

Institute, by 2025, Vietnam Tourism will

need to add 620,000 workers, and by 2025

2,090,000 more.

Industry 4.0 changes a number of

profession standards in the tourism in-

dustry:

The increasingly popular appli-

cation of technology in work as well as

the emergence of new career positions

requires the workforce in the industry to

have the qualiﬁcations and skills to use

the technologies associated with each

speciﬁc career position. Therefore, the

standards of many professional positions

will inevitably change, in accordance

with the requirements of the new situa-

tion, with the actual application of tech-

nology in speciﬁc job positions. In this

context, high-quality tourism human re-

sources will become a decisive factor in

Quality of human resources for

tourism:

According to the World Economic

Forum (WEF)’s Travel and Tourism Com-

petitiveness Report, Vietnam’s human re-

source and labor market competitiveness

Nghiên cứu trao đổi ● Research-Exchange of opinion

4. Some requirements for the de-

velopment of tourism human resources

index was only 4.8 points, ranked 47th /

140 countries, in the group above average

in the world and only higher than Laos

and Cambodia in the ASEAN region. The

ICT readiness index was only 4.3 points,

ranked 83/140, in the low average group

(WEF, 2019). In the ASEAN region, these

rankings are just ahead of Laos and Cam-

bodia. The ranking indicators reﬂect quite

accurately the current state of the quality

of tourism human resources in Vietnam.

According to statistics from the Institute

of Tourism Research and Development,

the proportion of workers trained with ex-

pertise in tourism accounts for only 42%

of the total number of direct workers in

the industry, 38% of workers are from

other industries. and about 20% only re-

ceive on-the-job training without formal

training. Of the workers trained in tour-

ism, only 10% have university and post-

graduate degrees, 50% have elementary

to intermediate education and 40% only

receive training through short classes.

term. Regarding the foreign language lev-

el of tourism human resources, the whole

industry has about 60% of tourism work-

ers know and can use foreign languages,

but only 15% can use them ﬂuently. Re-

garding the level of technology, the whole

industry has about 60% of the employees

capable of using computers and equip-

ment for work, but mainly associated with

simple jobs (Nguyen Van Dinh, 2019).

First, raising awareness of Industry

4.0 and new requirements on the capabili-

ty of the workforce in the tourism sector to

actively study and innovate:

The workforce in the entire indus-

try must be properly aware of Industry 4.0

and of the impacts of new technologies

on the tourism industry and on each job

position. As a result, each person working

in the industry should be proactive and

make eﬀorts in learning and innovating,

improving knowledge, professional qual-

iﬁcations, professional skills, and ability

to use new technologies. Accordingly, re-

newing thinking and working methods to

adapt to new requirements, and to ensure

labor eﬃciency.

Second, perfecting policies, adjust-

ing planning for human resource develop-

ment in tourism to the new situation:

The Government should review,

adjust, and enact speciﬁc guidance and

guidance documents on the tasks of de-

veloping tourism human resources in the

context of Industry 4.0 such as policies on

training, remuneration, and commenda-

tion ... to create a favorable legal corridor

for human resource development. Tourism

human resource development planning

needs to be updated and adjusted on the

forecast results and calculations on im-

pacts of Industry 4.0 on the tourist market,

on competitors, on labor market (quantify

new professions that appear, profession

groups that are eliminated, competencies

needed for each occupation group) to

identify speciﬁc requirements for quantity

and quality of human resources in the new

context.

Thus, it can be seen that the tour-

ism human resource still lacks in quantity

and still has many limitations in terms of

quality. Therefore in the face of the rapid

development of tourism and the impacts

of the new technology wave around the

world, it is very urgent to actively improve

tourism human resources in both quantity

and quality.

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Third, improving quality of human

resources training for tourism in training

institutions:

ment cooperation in training infrastruc-

ture, public infrastructure technology ...

to improve human resources, improve the

application of new technologies in man-

agement, tourism business and other jobs.

Apply a speciﬁc procedure in tour-

ism training, renovate the program con-

tent, training methods and methods asso-

ciated with the new requirements of the

labor market. Enhance the application

of advanced technologies in the training

of human resources for tourism, and at

the same time associate training content

with speciﬁc requirements and updates of

groups of employment positions in the in-

dustry. Training institutions should focus

on training high-quality human resources,

management personnel at all levels. Links

between schools and businesses should be

enhanced and training models in tourism

businesses need to be deployed, to ensure

the eﬀectiveness of training and retraining

activities.

The development of tourism and the

explosionofIndustry4.0notonlybringop-

portunities but also create great challenges

for Vietnam’s tourism industry, especially

in the development of human resources in

response to the new situation. By actively

innovating thoughts and actions in the de-

velopment of human resources in tourism

- ensuring suﬃcient quantity and ensuring

the quality of human resources, Vietnam

tourism really has a solid foundation to

seize the “spearhead” role in the national

economy and to develop sustainably.

References:

1. Nguyen Van Dinh (2019), Vietnam tourism

human resource in the Industrial Revolution

4.0, Conference Proceedings, Institute of

Tourism Development Research.

Fourth, improving the technology

infrastructure and information system of

the tourism industry:

2. Vietnam National Administration of Tour-

ism (2011), Vietnam Tourism Development

Strategy to 2020, Vision 2030, Hanoi

Improve the technology infrastruc-

ture system to ensure connectivity and

enhance the ability of workers to access

and use technology in the industry. At

the same time, it is necessary to form and

build a tourism labor market information

system to promote the supply-demand

connection, and improve the eﬃciency

of the labor supply-demand connection in

the tourism sector.

3. World Economic Forum (2019), The Travel

and Tourism Competitiveness Report.

Author address: Faculty of Tourism - Hanoi

Open University

Email: maintt@hou.edu.vn

Fifth, promoting international co-

operation, strengthen public-private co-

operation:

Promote international coopera-

tion activities, strengthen public-private

cooperation in tourism human resource

development through expert exchange

programs, training, retraining and invest-

5 trang yennguyen 16/04/2022 4080

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