Management story: What to do so that "every citizen is a tourism ambassador"?

(QBĐT) - Kicking off the 2025 tourist season, the provincial tourism industry is actively implementing many synchronous solutions to attract tourists to Quang Binh, maximizing the potential advantages that nature has bestowed. Besides the efforts and positive effects, there are still many issues to discuss, among which answering the question of what to do so that each citizen can become a tourism "ambassador" is still an urgent issue.

Not only famous for possessing many relics, scenic spots, and beautiful landscapes, the friendliness and hospitality of Quang Binh people is a "plus point" for the tourism industry. "Each citizen is a tourism ambassador" is the goal that the province has focused on implementing for many years to continue promoting and attracting more tourists to Quang Binh.

However, along with the beautiful images, humane, kind and professional actions of most people and those working in the tourism sector, there are still many shortcomings and limitations that affect the image of Quang Binh in general and the tourism industry in particular.

In the 2024 tourist season, the story of a guest who gave feedback to the restaurant staff when he found a dog let loose in the kitchen, an area that needs to be kept clean, was not received with receptiveness and openness, but instead with annoyance and unprofessional behavior from the staff and restaurant owner. The story was pushed further when the guest posted a clip on social media and received reactions like it was a small matter, nothing to "make a big deal out of". There were even comments like "Quang Binh, we do not need picky guests who are picky and "expose" on social media like that". From a tourist's comment, a rather tense debate broke out, in which not only the locals but also those working in tourism still insisted that the matter was not important, it was just because the tourists were picky.

Similarly, when tourists complained about the quality of the hotel rooms not being as promised, the electricity and water, the room facilities were damaged, degraded, causing inconvenience and requested to change rooms, the hotel owner ignored them. After tourists complained on social networks, besides the open-minded opinions, there were many opinions saying that "you get what you pay for", and that it was peak season so don't ask for it.

In addition, the situation of some restaurants, eateries, and means of transport arbitrarily increasing service prices still occurs. Or the story of two foreign tourists who, after booking a room and arriving at the correct address, could not check in because the hotel was “locked and locked”. When they contacted the hotel phone number, they were told to wait a while because the receptionist was away. The result of the “while” was almost an hour and the tourists did not receive any apology.

The above actions have significantly affected the image of Quang Binh in the hearts of tourists. To achieve the goal of “every citizen is a tourism ambassador” and “retain” tourists, state management agencies need to strengthen propaganda, inspection and rectification. In particular, those working in tourism must have a correct understanding of their role, position and responsibility in order to behave appropriately, instead of the attitude of “The market is still crowded when the wife is absent”.

For the people, in addition to being enthusiastic, open-minded, understanding, always ready to help and guide tourists, expressing a civilized, open-minded and objective attitude when debating on social networks about tourists' feedback is also a way to build a good image, gradually perfecting the role of friendly "tourism ambassadors", contributing to promoting the homeland.

Ngoc Mai

Source: https://www.baoquangbinh.vn/xa-hoi/202503/chuyen-quan-ly-lam-gi-de-moi-nguoi-dan-la-mot-dai-su-du-lich-2225170/