MINISTRY OF CULTURE, SPORTS AND TOURISM VIETNAM NATIONAL ADMINISTRATION OF TOURISM ENVIRONMENTALLY AND SOCIALLY RESPONSIBLE TOURISM CAPACITY DEVELOPMENT PROGRAMME FUNDED BY THE EUROPEAN UNION Vietnam tourist information centre guide TABLE OF CONTENTS BACKGROUND TO THE GUIDE 3 INTRODUCTION TO TOURISM INFORMATION CENTRES 5 The need for Tourist Information Centres 5 The market for Tourist Information Centres 5 The functions of Tourist Information Centres 6 Tourist Information Centres in Vietnam 7 PLANNING FOR TOURIST INFORMATION CENTRES 8 Selecting a suitable location 8 Determining the scope 9 Design and layout 10 Facilities and equipment 14 Signage 16 TOURIST INFORMATION CENTRE OPERATIONS AND MANGEMENT 20 Delivering good customer service 20 Presentation and hygiene 29 Human resources 30 Office administration 33 Funding Tourist Information Centre operation 36 Building partnerships 38 BIBLIOGRAPHY AND REFERENCES 40 Programme Implementation Unit: Room 402, 4th Floor, Vinaplast - Tai Tam Building 39A Ngo Quyen Street, Hanoi, Vietnam Tel: (84 4) 3734 9357 / 3734 9358 | Fax: (84 4) 3734 9359 | E-mail:
[email protected] | Website: www.esrt.vn © 2013 Environmentally and Socially Responsible Tourism Capacity Development Programme This publication has been produced with the assistance of the European Union funded Environmentally and Socially Responsible Tourism Capacity Development Programme (ESRT). The content of this publication is the sole responsibility of the ESRT programme and can in no way be taken to reflect the views of the European Union. The European Union and ESRT do not guarantee the accuracy of the data included in this publication and accept no responsibility for any consequence of their use. ESRT and the EU encourage printing or copying exclusively for personal and non-commercial use with proper acknowledgement of ESRT and the EU.