论旅行社计调员职业资格认证制度的建立

An Analysis on Building a System of Vocational Qualifications Certification for Dispatchers from Travel Services

加入WTO后,中国旅行社业的竞争及市场分化日益加剧。旅行社作为服务性的中介组织,其核心竞争力的依托是人才。而在旅行社的业务流程中,计调人员起着核心和灵魂的作用,计调岗位是旅行社的核心工作岗位。目前,旅行社市场运作不规范,竞争无序,很大程度上是由于计调员没有可依据的规范的业务流程和工作标准,在实施业务调度过程中,主观性、随意性主导业务流程,在与外联、接待密切配合的业务中经常出现衔接的空白点,给旅行社造成了不必要的经济损失。文章分析了旅行社计调员职能的演变过程,界定了计调员的业务范围、工作性质和业务分类,以及在目前激烈的市场竞争中计调员的岗位资质、培训及考核内容。最后,文章对计调员职业的确定及建立计调员职业资格认证制度的意义进行了分析,并站在推动行业可持续发展和推动旅游产业的人力资源管理向科学化方面迈进的层面,创新地提出了由中华人民共和国劳动与社会保障部和国家旅游局共同委托中国旅游协会具体负责职业资格标准制定、职业技能鉴定和证书颁发的具体实施方案。

The travel service industry of China has been facing fiercer competition and divided into different markets since the country entered the WTO. Qualified personnel create the core competitive power for travel services serving as agencies. Dispatchers play a remarkable part in business operations. The position of dispatchers, therefore, is a must to make travel services successful. With no standardized procedure for business and regulations of operation, the dispatchers will most likely be subjective and make decisions randomly; and it is easy to find some non-existent cooperation between dispatchers and their colleagues such as coordinators and receptionists while they are doing business. In this paper, the author analyzes the changes in dispatchers＇ duties, identifies not only the scope, characteristics and classifications of their business, but also the range of the vocational qualifications, training and evaluation. The paper ends in studying on the purpose of setting a position of dispatchers and building a system to certify the vocational qualifications. In addition, the author creates a plan that the Ministry of Labor and Social Security, PRC and China National Tourism Administration entrust the China Tourism Association to laying down the standards of vocational qualifications, appraising the vocational skills and granting the vocational certificates.