What is community-based tourism? Requirements on the quality of community-based tourism services in Vietnam

What is community-based tourism? Requirements on the quality of community-based tourism services in Vietnam (Internet image)

1. What is community-based tourism?

According to Clause 15, Article 3 of the Law on Tourism 2017, community-based tourism is a form of tourism that is developed on the basis of community’s cultural values managed, used and benefited by a local community.

And in Clause 1, Article 19 of the Law on Tourism 2017, Individuals and households in the area where community-based tourism is developed shall be provided with incentives and encouraged to

- Provide accommodation and food services;

- Guide tourists to visit and experience culture and lifestyle in their local communities;

- Produce goods, traditional crafts;

- Provide other services for tourists.

2. Service quality requirements for community-based tourism services in Vietnam

Pursuant to the National Standard TCVN 13259:2020 on Community-based tourism—Service quality requirements, basic requirements for service quality for a number of community-based tourism services and products in Vietnam are specified as follows:

2.1 Community tour guide service in Vietnam

* Competence and experience requirements of community tour guides

- Have good knowledge of the local environment, geography, culture, society, and history.

- Be in good health and physically fit for the guided activity.

- Have good communication skills; be professional, friendly, respectful, and responsible.

- Comply with regulations and assignments of the Community Tourism Management Board (if any).

* Request information content provided to tourists

- Complete and accurate information about the objects to be visited on the route/tourist's itineraries at the community tourist site and things to note in communicating with the local community to avoid cultural conflicts (if any).

- Information to guide tourists to comply with the provisions of law and regulations of the community tourist site on nature conservation, cultural preservation, and environmental protection.

- Accurate and true information about the traditions and cultural characteristics of the locality and community at the community tourist site.

- Information about community-based tourist attractions and attractions should be unified, presented in explanations, provided to community-based tour guides and disseminated to the community.

2.2 Touring services

* Program requirements for community tourism tours

- Ensure the objectives, guidelines, regulations, and code of conduct of community tourism as specified in Appendix A TCVN 13259:2020.

- Ensure tourists always comply with regulations on community tourism activities.

- Have information about itineraries, services, and prices clearly.

- Have data on travelers, including departure and end times.

- Take into account possible risks by taking specific precautions.

- Have content/activities to promote the protection/preservation of local culture and the natural environment.

- Have full content of correct explanations about the attractions in the program.

- Have experience activities for tourists to participate in labor activities, daily activities, or community activities.

- Have educational content/activities about nature and indigenous culture (*).

- Require/encourage tourists to walk or use rudimentary and traditional means associated with local characteristics to access attractions (*).

- Have a plan to provide suitable services for specialized customer markets (*).

* Organize tour program

- Inform tourists of the regulations of the Community Tourism Management Board.

- Ensure tourists are buying travel insurance in accordance with regulations.

- Ensure tourists are involved in local activities.

- Ensure to provide full explanation information about the attractions in the program sold to tourists.

- Implement the program according to the content communicated and advertised to tourists.

- Operators and guides of community tourism must ensure the conditions of practice and must be trained or fostered in knowledge and skills related to the work of operating and guiding tourists.

- Ensure that the size of the tourist group is suitable for the capacity of the community tourist site.

- Organize activities to create a happy atmosphere and promote interaction between local residents and tourists (*).

- The community tourism service business unit organizes to collect opinions of tourists to take appropriate measures to improve service quality at the community tourist site or area. See also: Sample survey form on tourist satisfaction about service quality at community tourist spots and resorts in Appendix B TCVN 13259:2020.

2.3 Food and beverage service

* Quality requirements for food service provision

- Operate in accordance with the Code of Conduct for Catering and Tourism Community Service Providers (see Appendix A TCVN 13259:2020).

- Provide food and beverage services at the request of tourists or community tourism service businesses.

- Process staff are trained or trained to improve knowledge and skills about the process and technical standards of cooking and preparation.

- Have listed prices and be presented in Vietnamese and at least one foreign language. English is recommended in the menu.

- Make sure the menu of all meals includes at least one traditional local dish and includes dessert.

- Provide meal at the agreed time.

- Use safe food and traditional local ingredients; wild animals are not allowed according to current regulations.

- Have dishes to meet the dietary and vegetarian needs of tourists (*).

- Have activities for tourists to exchange knowledge and experience and participate in the experience of preparing meals and learning traditional cooking techniques (*).

- Quality control of food service; There are forms for tourists to give feedback (*) (see also Appendix B TCVN 13259:2020).

* Management of food safety requirements

- Comply with the requirements on food hygiene and safety according to current regulations.

- Food served to tourists must be covered to avoid dust and insects.

- Encourage the use of fresh ingredients and local products in food and beverage processing.

- Storage, processing, and eating areas must always be kept clean and isolated from animal rearing areas and toilets; Ensure that there is enough clean water and soap/sanitizing solution available for hand washing for staff and tourists.

- Cooking and eating utensils must be cleaned before and after use.

- Processing/serving staff must ensure regular personal hygiene during the working process.

- Use organic products and biodegradable materials when storing and packaging food and food.

2.4 Accommodation services

- Comply with the Code of Conduct for accommodation service providers as prescribed in Appendix A TCVN 13259:2020.

- Houses with rooms for tourists to rent must meet the requirements according to TCVN 7800:2017.

- Accommodation service providers have knowledge of the local cultural environment and experience in sustainable tourism development.

- The host is knowledgeable about the local traditional culture.

2.5 Entertainment and leisure services

* Requirements for amusement and entertainment service establishments

- Have business registration and ensure business conditions according to current regulations.

- List prices and sell them at the listed prices.

- Staff have a civilized service attitude, are polite, and are easy to identify (uniform, nameplate, etc.).

- Have locations, facilities, tools and vehicles suitable for each type of entertainment service.

- Use locally available materials to make tools for fun and entertainment activities.

- Have convenient, clean, well-ventilated, and well-lit toilets.

- Diversify payment methods for tourists, encouraging non-cash payment (*).

- Have staff to guide each type of entertainment service (*).

- Provide full information to tourists about rules, welcome activities, and personal luggage service (*).

- Encourage the design and layout of spaces and objects showing local cultural characteristics (*).

- Exploit traditional folk games imbued with the cultural identity of the community and locality (*).

* Requirements for safety and quality of service

- There is a first aid kit and an emergency phone number at the front desk.

- Employees comply with the knowledge of safety regulations at the tourist service business.

- There are staff to provide information and support to answer requests for tourists 24 hours a day.

- There is a board showing specific safety instructions for tourists.

- There are instructions for handling emergency situations.

- There is staff in charge of safety when necessary.

- There is staff in charge of security at the tourist service business.

2.6 Community Activities: Performing traditional culture and art

* Organizing community cultural and traditional art performances

- The performance venue is located in the area of the community.

- Performance performance and stage design and decoration in accordance with community and local cultural identity.

- Using traditional national costumes when performing.

- Control organization time and noise according to current regulations.

- The performer is a community member, has mature knowledge and skills, and is able to perform the performance in his/her ethnic language (*).

- The team of organizers and performers has a friendly attitude and has cross-cultural communication skills (*).

- The organizer must have in-depth knowledge of the community, local cultural identity, and the art program (*).

- The presenter must highlight the value and meaning of the performance activity (*).

* The content of community cultural and artistic performance programs

- Highlighting the typical values, cultural identity of the community and locality.

- Ensuring authenticity in performing traditional art forms of the community.

- The script is built reasonably and completely.

- Having a unique, distinctive, attractive tourist destination creates a good impression on the people and culture of the community.

- Prioritizing the performance of intangible cultural heritage that reflects the cultural identity of the community, which is preserved by the creative community itself.

2.7 Local product shopping service

* Requirements for service businesses that purchase local products

- Having business registration and ensuring business conditions according to current regulations (not applicable to individuals and households that directly sell products made by themselves).

- Selling locally sourced and traditional products.

- List prices on each product and sell them at the listed price.

- The operating time must be suitable for the time of community activities and take into account the operating time of tourists.

- Staff have a civilized service attitude, are polite, easy to identify (uniform, nameplate, etc.) and can advise customers about products.

- Designing and decorating space; clean, beautiful, and impressive products; showing the characteristics of community culture (*).

- There are staff who know at least one foreign language, which is English, to communicate with customers (*).

- Diversify payment methods for tourists, encouraging non-cash payment (*).

* Requirements for local product quality

Requirements for local product quality according to current regulations and at least the following:

- Clear information about the origin, ingredients, and quality of goods.

- There are instructions on how to use and store specific products.

- Designs of goods of local origin must be designed with bold local culture. Encourage handmade products (*).

- Encouraging the use of local materials and human resources to produce goods (*).

- Products are packaged, displayed, and preserved cleanly and appropriately (*).

- Forming an impressive message about the design/processing/creation/implementation of specialties for sale (*).

* Note: (*) Incentive criteria apply

Van Trong

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