BO VAN hOa, THE THAO VA DU LJCH CQNG HOA XA HOI CHU NGHlA Vl^T NAM

S6: ^$ /QD-BVHTTDLP^^c l^p - Tyr do - Hanh phue

Ha Noi, ngay 0JU thang 5 nam 2017

quyt dinh
Ve viec ban hanh Bo Quy tac Ifng xit van minh du ljch

BQ TRlTdNG BO VAN HOA, THE THAO VA DU LICH

Can cu Nghi dinh so 76/2013/NB-CP ngay 16 thang 7 nam 2013 cua Chinh
phu quy dinh chuc nang, nhiem vu, quyen han va ca cau to chiic cua Bo Van
hoa, The thao va Du lich;

Can cur Chi thi 14/CT-TTg ngay 02 thang 7 nam 2015 cua Thu tuong
Chinh phu ve vi^c tang cudng cong tac quan ly nha nude, khac phuc yeu kem,
thuc day phat then du lich;
Can cu Thong bao sd 11/TB-VPCP ngay 10 thang 1 nam 2017 cua Van
phong Chinh phu thong bao ket luan cua Trudng ban chi dao Nha nude ve Du
lich tai cuoc hop Ban Chi dao;
Xet de nghj cua Tong cue trudng Tong cyic Du lich,

QUYET DINH:
Dieu 1. Ban hanh kem theo Quyet dinh nay Bp Quy tac Uhg xu van minh
du lich.

Dieu 2. Quy^t dinh nay co hi^u lire tvr ngay ky.

Dieu 3. Tong cyic trudng Tong cue Du lich, Chanh Van phong Bo, Giam
doc cac Sd Du lich, Sd Van hoa, The thao va Du lich cac tinh, thanh phd true
thuoc Trung uong, Hiep hoi Du lich Viet Nam va cac to chuc, ca nhan cd lien
quan tdi hoat dong du lich chju trach nhiem thi hanh Quyet dinh nay./^^^l
Noi nhan:
-Thii tirang Chinh phu (de bao cao);
-PI16 Thu tucmg CP Vu Dire Dam (Si bao
-Bo trucrng (de bdo cao);
-Ban Tuyen giao TW;
-Van phong Chinh phu;
-Uy ban VHGDTNTNND Qu6c hpi;
-UBND cac tinh/thanh true thuQO TW;
-Cac Thu tnrcmg Bp VHTTDL;
-Cac ca quan, dan vj thupc Bp;
-So Duljch, Sa VHTTDL;
-Hipp hpi Du lich Vipt Nam;
-C6ng TTDT Bp VHTTDL, TTTT Du lich (di dang tdi);
-Bao VH, Bao DL, Tap chi Du ljch (di dang tdi);
-Luu: VT, TCDL (Vu LH), THg (5b). 100
BQ VAN HOA, THE THAO VA DU LICH C0NG HOA XAHQICHUNGHIA VIET NAM
Dpc lap - Tir do - Hanh pluic

BO QUY TACU"NG XU" VAN MINH DU LICH

(Ban hanh theo Quyit dinh sd 718/QD-BVHTTDL ngdy 02 t'hang 03 ndm 2017
cua Bq trudng Bo Van hoa, The thao va Du lich)

CHlTOTNG I
QUY DINH CHUNG

Dieu 1. Khai niem

Bo Quy tSc ung xu van minh du Hch la nhung quy dinh mang tinh chuan
muc nham dinh hudng hanh vi, thai dp, thoi quen, each thiic ung xii van minh
cua to chuc va ca nhan khi tham gia cac hoat dpng du lich.

Dieu 2. Doi tupng, pham vi ap dung

1.Khach du lich la ngudi Vipt Nam di du Hch trong nude va nuoc ngoai;
ngudi nude ngoai di du Hch Viet Nam;
2.Cac to chuc, ca nhan tham gia ho^t dpng kinh doanh du lich;
3.Cong dong dan cu tai cac diem du ljch.

CHUONG II
NQI DUNG BQ QUY TAC U"NG XLT
Dieu 3. Nhu'ng dieu can lam doi vdi khach du ljch

Muc 1. Npi dung quy tac ung xu

1.Tuan thii cac quy djnh, npi quy hoat dpng, bien bao, hudng dan cua
ngudi quan ly t^i diem den ho5c khi su dyng dich vp giao thong cong cpng;
quan sat, tuan thu bien chi dan tai nha ga, ben cang, khu du lich, diem du lich.

2.Xep hang theo thu tu khi su dung cac dich vu hoac tham gia cac hoat
dpng tai noi cong cpng; uu tien giup do ngudi ldn tuoi, ngudi tan tat, tre em, phu
nu.

3.Tuan thu gid giac, ton trpng cac thanh vien trong doan khi di du lich tap
thl.

4.Su dung trang phuc lich su, phu hpp khi di du lich; mac trang phuc
nghiem tuc khi tham quan tai nhttng noi thd tu tin hgudng ton nghiem, nghia
trang liet sy, le hoi truyen thong.

5.Ton trpng van hoa, ton giao, tin nguong, phong tuc, t^p quan cua cpng
dong dia phuong tai diem den.
 6.Len ke hoach, tim hieu trudc ve diem den va dich vu, dat dich vu trudc '
khi di du lich.
7.Chuan bj hanh ly gpn gang, dong goi can than, dung trpng lupng va kich
thudc theo quy djnh.
8.ting xd van minh, than thien, giu trat tu noi cong cpng, vui choi lanh
manh.

9.Lay thuc an, do uong vira du dung khi di an d nha hang, khach san; kiem
soat viec su dung rupu, bia, do uong co con khi di du lich.

10.Co y thuc bao vp moi trudng, tiet kiem nang lupng; gift gin, bao ve
cong trinh van hoa, kien true, canh quan khi di du lich.

11.Ung hp cap to chuc, ca nhan hoat dpng du Hch co trach nhiem, than
thien vdi moi trudng, xa hoi tai diem den; mua cac san pham va do luu niem san
xuat tai dia phuong.

12.Khong chen Ian, xo day, gay on ao mat trat tu va co hanh vi bao luc khi
di du lich.
13.Khong vut rac, khac nho, di ve sinh bira bai va hut thuoc la d nhung noi
khong dupe phep.

14.Khong khac, vS len tudng, tupng, bia da, cay xanh, cong trinh kien tnic;
hai hoa, be canh, dam dap len bai co, treu choc vat nuoi tai cac khu, dilm du lich
va nai cong cpng.

15.Khong su dung san pham tu cac loai dpng, thuc vat hoang da, cac loai
can dupe bao ve.

16.Khong co tinh quay phim, chup anh tai nhung ncri khong dupe phep;
khong tao dang phan cam khi chup anh tai nhung noi ton nghiem.

17.Khong ldy hang hoa, san pham, do dung khong thuoc ve minh.

18.Khong mua ban hang hoa khong ro ngudn goc xuat xu, hang cdm khi di
du lich.

19.Khong di du lich tai nhung nai khong dam bao an ninh, an toan; nai
xay ra dich benh, thien tai.

20.Khong vi pham phap luat khi di du lich.

Muc 2. Tom tat quy tac ung xu

1.Tuan thu cac noi quy, bang chi dan khi di du lich.

2.Xep hang theo thu tu.

3.Di dung gid, ngoi dung cho.

4.Trang phuc lich su, phu hop.

 5.Ton trpng su khac biet ve v^n hoa va cpng dong dja phuang.

6.Len ke hoach trudc khi di du lich.

7.Hanh ly gpn gang.

8.Urig xu van minh, than thien, vui choi lanh manh.

9.Lay thuc an, do uong vita du dung.

10.Tiet kiem nang lupng, bao v^ moi trudng.

11.Ung ho cac san pham va do luu niem san xuat tai dja phuang.

12.Khong chen Ian, xo day, gay on ao, mat trat tu.

13.Khong vut rac, khac nho, di vp sinh va hut thuoc la bfta bai.

14.Khong pha hoai moi trudng, canh quan khi di du lich.

15.Khong sit dung san pham tu cac loai dpng, thuc vat hoang da..'

16.Khong co tinh quay phim, chup anh tai nai khong dupe phep.i

17.Khong lay do khong thupc ve minh.(

18.Khong mua ban hang hoa khong rd nguon goc xuat xu.1

19.Khong den cac khuvpc khong an toan.i

20.Khong vi pham phap lupt khi di du lich.

Muc 3. Thong diep ve ung xu van minh cua khach du ljch

Van minh
Tu trpng
Trach nhiem

Dieu 4. Nhung dieu can lam doi vdi to chuc, ca nhan kinh doanh du
ljch
Muc 1. Noi dung quy tftc ung xu

1.Tuan thu phap luat va cac quy dinh cua dja phuang trong kinh doanh du
lich.

2.Niem yet cong khai va ban dting gia dich vp, khong ban cao hon gia
niem yet.

3.Tu van trung thuc, d^y du ve san phdm, dich vp cung cip cho khach du
ljch.
4.Cung cap hang hoa, djch vp dung so lupng, chat lupng cho khach du
ljch.
5.Ung xu dung muc, than thipn, trach nhiem, ton trpng khach hang.

6.Canh tranh lanh manh, gift uy tin trong quan hp vai khach hang, doi tac.
 7.Co trach nhiem vai moi truang va xa hoi trong hoat dpng kinh doanh du

ljch.
8.Cung cap dly du thong tin ve cac quy djnh cua phap luat, noi quy cua

diem den, each thuc su dung djch vp; thong tin ve van hoa, tap quan, tin nguang
tai diem den; co bang noi quy, huang dan, canh bao khach du ljch ve hoat dpng
du ljch tai diem den.-

9.Sin sang, tich cue ho trp khach du ljch trong truang hap xay ra tai nan,

rui ro lien quan den trach nhiem va khi co yeu cau.

10.Khong cung cap cac san pham, djch vp khong dam bao chat lupng va

khong ro nguon goc xuat xu.

11.Khong cheo keo, deo bam, nai ep khach du ljch.

12.Khong co hanh vi, thai dp phan biet doi xu voi khach du ljch.
13.Khong lpi dung thai diem dong khach de nang gia, ep gia, cung cap
djch vp kem chat lupng cho khach du ljch.
14.Khong xa thai, su dung nguyen vpt lieu gay tac dpng xau tai moi
truang.

15.Khong su dpng thuang hipu cua to chuc, ca nhan kinh doanh du ljch
khac de quang ba cho san pham cua minh.

Muc 2. Tom tat quy tac ung xu

1.Tuan thu phap luat kinh doanh du ljch va phap luat lien quan.

2.Niem yet cong khai gia, djch vp.

3.Thong tin trung thuc ve san pham, djch vp.

4.Cung cap djch vp, hang hoa dam bao s6 lupng, chat lupng,

5.Than thien, trach nhiem, ton trpng khach du ljch.

6.Canh tranh lanh manh, gift uy tin.

7.Co trach nhiem vai moi truang va xa hoi;

8.Cung cap day du thong tin ve diem den.

9.Sin sang ho trp khach du ljch.

10.Khong cung cap hang hoa, djch vu kem chat lupng, khong ro nguon
goc xuat xu.

11.Khong cheo keo, deo bam khach du ljch.

12.Khong phan bipt doi xu vai khach du ljch.

13.Khong lpi dung thai diem dong khach de ep khach du ljch.
 14.Khong xa thai gay 6 nhiem moi truang.

15.Khong su dung, gia mao thuang hipu cua dan. vj khac.

Muc 3. Thong diep ve ung xu van minh cua to chuc, ca nhan kinh
doanh du ljch

Chuyen nghipp
Thuang hipu
Chat lupng

Dieu 5. Nhung dieu can lam doi voi doanh nghipp 10 hanh

Muc 1. Npi dung quy tac ung xu

1.Tuan thu phap luat ve kinh doanh lft hanh va phap luat lien quan.

2.Tu van day du thong tin, trung thuc ve chuang trinh du ljch, djch vp

cung cap cho khach du ljch.

3.Dam bao cung cap cac djch vp theo dung chuang trinh du ljch da cam

ket ban cho khach du ljch.

4.Su dpng djch vp uy tin, dam bao chat lupng, an toan de phuc vp khach.
5.Canh tranh lanh manh, gift uy tin trong quan he vai khach hang, d6i tac.

6.Ho trp khach du ljch trong truang hap xay ra tai nan, rui ro khi di du

ljch.
7.Giai thich, hudng dan, nhac nhd khuyen cao khach du ljch ve moi
truang, van hoa, tap quan, quy djnh phap luat trudc va trong qua trinh di du ljch.
8.Su dung hudng dan vien dupe cap the hudng dan va co kinh nghiem dl
phuc vp khach.

9.Xay dung thuang hipu, san phim djch vp du ljch chat lupng phuc vp
khach.

10.Ung ho hoat dpng du ljch cpng dong, du ljch co trach nhiem, dong gdp
cho kinh te dja phuang.

11.Khong to chuc chuang trinh du ljch tai nhftng nai khong dam bao an
ninh, an toan cho khach, nhftng nai xay dang ra thien tai, djch berth.
12.Khong dl ngudi nude ngoai lpi dung "nup bong" kinh doanh 10 hanh
bat hop phap.
13.Khong su dung thuang hipu, san pham, hinh anh cua doanh nghipp 10
hanh khac de quang cao cho san pham cua minh.
 14.Khong dupe "bo roi", thieu trach nhiem vdi khach du ljch.

15.Khong lpi dpng, thu lpi bat hop phap tft khach du ljch.
16.Khong co thai dp va hanh vi phan biet doi xu vdi khach du ljch.
Mpc 2. Tom tat npi dung quy tac
1.Tuan thu phap luat ve kinh doanh 10 hanh.
2.Tu van trung thuc, day du ve chuang trinh du ljch va cac djch vp.
3.Cung cap day du djch vp theo chuang trinh du ljch da cam ket.
4.Su dung djch vp uy tin, chat lupng, an toan de phuc vp khach.
5.Canh tranh lanh manh, uy tin.
6.Tich cue ho trp khach du ljch trong trudng hop xay ra rui ro.
7.Hudng dan, khuydn cao vb quy djnh phap luat, tap quan nai den trudc va

trong qua trinh di du ljch.

8.Su dung hudng dan vien dupe cap the va co kinh nghiem.
9.Xay dung thuang hieu 10 hanh.
10.Ung ho du ljch co trach nhiem, dong gdp cho kinh te dja phuang.
11.Khong to chuc dua khach tdi nai khong dam bao an toan.
12.Khong de ngudi nude ngoai lpi dung "nup bong" kinh doanh.

13.Khong su dung thuang hieu cua doanh nghiep 1ft hanh khac quang ba
cho san pham cua minh.
14.Khong dupe "bo rai", thieu trach nhiem vdi khach.
15.Khong thu lpi bat hop phap tu khach.
16.Khong phan biet doi xu vdi khach.

Muc 3. Thong diep ve ung xu van minh doi vdi doanh nghiep lu hanh

Chuyen nghiep
Uy tin
Chat lupng

Dieu 6. Nhung dieu can lam doi vdi hudng dan vien du lich

Muc 1. Noi dung quy tac ung xu

1.De cao dao due nghe nghiep cua hudng dan vien doi vdi khach du ljch
va diem den.

2.Phuc vp khach theo dung chuang trinh cong ty lft hanh da cam kSt vdi
khach du ljch.

3.Than thien, trach nhiem, nhiet tinh trong khi hudng dan khach du ljch.
 4.Luon the hien thai dp, hanh vi ton trpng khach du ljch.

5.Tich cpc hd trp khach du ljch trong trudng hop xay ra tai nan, rui ro khi
di du Hch trong kha nang va trach nhiem lien quan.

6.Su dung trang phuc phu hop, ljch su trong thai gian phuc vp khach du

ljch.

7.Thudng xuyen nhac nhd, khuyen cao khach dp ljch ve van hoa, tap quan

va cac quy djnh phap luat trong qua trinh phuc vp khach.

8.Khong cung cap thieu thong tin va khong trung thpc vdi khach.

9.Khong dua khach tdi nhftng nai khong dam bao an ninh, an toan.

10.Khong cau ket vdi lai xe, diem mua sam, dan vj cung ung djch vp de
true lpi tu khach du ljch.l,

11.Khong dupe bo rai, khong phuc vp khach trong truang hap xay ra su^
cd.'')

12.Khong tuyen truyen, gidi thieu sai lech ve dudng loi, chu truang chinh
cua Dang, Nha nude, ve van hoa, dat nude va con ngudi Viet Nam.*

13.Khong cd thai dp va hanh vi phan bipt doi xu vdi khach du lich.,

Muc 2. Tom tat quy tac ting xti

1.De cao dao due nghe nghipp cua hudng dan vien.
2.Phuc vp khach theo dung chuang trinh du Hch.
3.Than thipn, trach nhipm, nhipt tinh.
4.Ton trpng khach.
5.Tich cue ho trp khach du ljch trong trudng hop xay ra rui ro.
6.Sir dung trang phuc phu hop, ljch su.
7.Khuyen cao khach du ljch tuan thu phap lupt va ton trpng van hoa, tap
quan tai diem den.
8.Khong dupe cung cap thong tin thieu trung thuc vdi khach.
9.Khong dua khach tdi nhftng nai khong dam bao an toan.
10.Khong dupe true lpi tu khach du ljch.
11.Khong bo rai khach trong trudng hop xay ra su co.
12.Khong tuyen truyen, gidi thieu sai lech ve dudng loi, chu truang cua
Dang, Nha nude va v^^n hoa Viet Nam.
13.Khong phan bipt doi xu vdi khach.
 Muc 3. Thong diep ve ting xfr van minh doi vdi hir^ng dan vien

Chuyen nghiep
" Than thipn
Yeu nghe

Dieu 7. Nhftng dieu can lam doi vdi cp so1 luu tru du ljch

Muc 1. Noi dung quy tac ting xti

1.Su dpng san pham, djch vp an toan, chat lupng, cd nguon goc xuat xu de
cung cap cho khach du ljch.

2.Cung cap du ve so lupng, dung tieu chuan chat lupng cac djch vp da
quang cao va ban cho khach.

3.Nhan vien mac trang phuc ljch sp, gpn gang, sach se, phu hop vdi cong
vipc; cd dong phuc rieng cho tung bp phan; khuyen khich mac trang phuc truyen
thong dan toe.

4.Gift gin vp sinh ca nhan, vp sinh nai lam vipc, vp sinh moi trudng trong
va ngoai ca sd luu tru du ljch.

5.Ung xu dung muc, ton trpng khach hang, chuyen nghiep, an can, chu
dao, niem nd, tan tarn, than thien khi phuc vp khach du ljch.

6.Cau thj, lang nghe gdp y tu khach hang va chan thanh trong phuc vp
khach.

7.Niem yet cong khai gia va cac djch vp.

8.Su dung cac vat lieu than thien vdi moi trudng hoac san xuat tai dja

phuang de phuc vp khach du ljch.

9.Cd trach nhiem vdi cpng ddng dja phuong.

10.Khong cd thai dp, hanh vi phan bipt doi xu vdi khach du ljch.

11.Khong su dung thuang hieu cua don vj khac; loai, hang sao khong dung
de quang cao cho djch vp cua minh.

12.Khong xa thai gay tac dpng xlu den moi trudng, canh quan.

13.Khong su dung trang thiet bj khong dam bao an toan de phuc vp khach
du ljch.

14.Khong lpi dung thai diem dong khach de ep gia, cung cap djch vp kem
chat lupng cho khach.
 Muc 2. Tom tat quy tac ting xu

1.Su dung san pham, djch vp dam bao vp sinh, an toan phuc vp khach.

2.Cung cap du so lupng, dung tieu chuan chat lupng cac djch vp da quang
cao va ban cho khach.

3.Trang phuc ljch su, gpn gang, sach se, cd ban sac.

4.Ve sinh moi trudng spch se, trang trpng trong va ngoai ca sd luu tru du
ljch.

5.An can, chu dao, niem nd, than thien, chuyen nghipp vai khach.

6.Lang nghe gdp y va chan thanh trong phuc vp.

7.Niem yet cong khai gia va djch vp.

8.Su dung cac vat lieu than thien vdi moi trudng.

9.Co trach nhiem vai cpng dong dja phuang.

10.Khong phan bipt doi xu vdi khach du lich.

11.Khong su dung thuang hieu, loai, hang sao khong dung d8 quang cao.

12.Khong xa thai gay tac dpng xau den moi trudng.

13.Khong su dpng trang thiet bj khong dam bao an toan de phuc vp khach.

14.Khong lpi dung thai diem dong khach de ep gia, cung cap djch vp kem
chat lupng.

Muc 3. Thong diep ve ting xti van minh doi vdi co' sd luu tru du ljch

"Sach se
Than thien
Dong bp
Chuyen nghiep

Dieu 8. Nhftng dieu can lam doi vdi dun vj van chuyen khach du ljch
Muc 1. Npi dung quy tac ting xft
1.Cung cap djch vp dam bao an toan, van minh, than thipn vdi khach du
ljch.

2.Nghiem tuc hudng dan khach sir dung cac djch vp tren phuang tien, su
dung cac trang thiet bj cuu hp, cuu nan, thoat hiem; hudng dan cac phuang an,
ky nang thoat hiem khi xay ra su co tren phuang tien.

3.Kiem tra dieu kien an toan cua phuang tien vpn chuyen khach du ljch
trudc khi khdi hanh.

4.Su dung ngudi dieu khien phuang tien dam bao sue khde va cd du giay
phep hanh nghe, cd kinh nghiem va ky nang van chuyen khach du ljch.
 5.Doi xu an can, than thien vdi khach du Hch.

6.Dam bao phuang tipn ludn sach se, ljch su trong qua trinh phuc vp
khach.

7.Sir dpng phuang tipn cd trach nhiem vdi moi trudng va xa hoi.

8.Khong dua vao su dung phuang tien khong dam bao an toan ky thuat
hoac chua dupe dang ky, dang kiem de van chuyen khach du ljch.
9.Khong su dung phuang tien thieu trang thiet bj cuu hp, ciru npn, hoac
thiet bj cuu ho cuu nan khong dam bao chat lupng de phuc vp khach du ljch;
10.Khong van chuyen khach du ljch vao cac khu vuc cam, khu vpc cd thai
tilt, dja hinh khong dam bao an toan cho du khach.

11.Khong tranh gianh khach, chen Ian, gianh dudng khi tham gia giao
thong.

12.Khong chd vupt qua sd ngudi theo quy djnh tren phuang tien.

Muc 2. Tom tit npi dung quy tic

1.Cung clp djch vp an toan, vSn minh than thien.

2.Hudng dan khach sir dung phuang tien, cong cp cuu nan, ky nang thoat
hiem tren phuang tien.

3.Kiem tra phuang tien trudc khi khdi hanh.

4.Sir dung ngudi dieu khien phuang tien chuyen nghipp.

5.An can, niem nd, than thien.

6.Dam bao phuang tien ludn sach se trong qua trinh phpc vp khach.

7.Cd trach nhiem vdi moi trudng va xa hoi.

8.Khong su dung cac phuang tien khong dam bao an toan ky thuat.

9.Khong de thieu va su dung trang thiet bj cuu hp, cuu nan khong dam bao
chat lupng.

10.Khong van chuyen khach vao khu vuc cam, khu vuc khong an toan.

11.Khong tranh gianh khach, chen Ian, gianh dudng khi tham gia giao
thong.

12.Khong chd qua sd ngudi theo quy djnh.

Muc 3. Thong diep ve ting xfr van minh doi vtii dan vj v^n chuyen
khach du ljch
An toan
Chuyen nghipp
Than thien

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 Dieu 9. Nhftng dieu can lam doi vdi nha hang, ca sd cung cap djch vu
an uong
Muc 1. Npi dung quy tic ting xti

1.Tuan thu nghiem ngit quy trinh vp sinh an toan thuc pham trong bao
quan, che biln thuc an, do uong.

2.Niem yet thpc dan, gia cong khai va khong ban cao han gia niem yet.

3.Phuc vp khach hang tan tinh, chu dao, chuyen nghipp, an can.

4.iTu tien su dung nguyen lieu dupe san xuat tai dja phupng de che bien
mdn an.

5.Cd y thuc trach nhipm vdi mdi trudng va xti hoi.

6.Khong su dung cac nguyen lieu khong dam bao chat lupng, khong rd
nguon gdc, xuat xu de che bien mdn tin phuc vp khach.

7.Khong su dung phu gia, nguyen lieu gay hpi cho sue khde con ngudi.

8.Khong su dung cac loai dpng, thuc vat hoang dti dupe bao vp, cac loai cd
nguy ca bj tuyet chung de che bien mdn an.

9.Khong lpi dung thai diem dong khach de ep gia, cung ctip djch vu kem
chat lupng cho khach.

Muc 2. Tom tat quy tac ting xti

1.Tuan thu quy trinh vp sinh an toan thuc pham trong bao quan, che bien
thuc tin, do uong.

2.Niem yet thuc don va gia cong khai.

3.Phuc vp tan tinh, chu dao, chuyen nghiep, an can.

4.iTu tien su dpng nguyen lieu cua dja phuang.

5.Cd trach nhiem vdi moi trudng va xa hpi.

6.Khong su dung cac nguyen lieu khong dam bao, khong ro ngudn goc,
xuat xu.

7.Khong su dung phu gia, nguyen lieu khong cd lpi cho sue khde con
ngudi.

8.Khong su dpng cac loai dpng, thuc vat hoang da dupe bao ve de che bien
mdn an.

9.Khong lpi dpng thai diem dong khach de true lpi.

 Muc 3. Thong dipp ve ting xti van minh doi vdi nha hang, ca sa cung'
cap djch vu an uong

" Ve sinh, an toan

Vtin minh
Chuyen nghiep
Dieu 10. Nhftng dieu can lam doi vdi diem mua sam phuc vu khach du
ljch
Muc l.Noi dung quy tac ting xti
1.Niem yet gia cong khai va khong ban cao hem gia niem yet.

2.Tu van, cung cap thong tin trung thuc ve hang hda cho khach du ljch.

3.Cd thai dp than thipn, nhiet tinh, niem no khi phuc vp du khach.

4.Tich epe ho trp khach du ljch trong vipc bao quan, dong gdi, van chuyen
hang hda va thu tuc xuat canh, nhap canh (neu cd).

5.Canh tranh lanh manh, gift uy tin vai khach hang, doi tac.

6.Uu tien ho trp ban cac san vat, hang hda dupe san xuat tai dja phuang,
cac mat hang than thien vai moi truemg.

7.Khong ban hang gia, hang hda khong dam bao chat lupng, khong ro
nguon goc xuat xu cho khach du ljch.

8.Khong "cheo keo", deo bam, ep khach du lich mua hang hda.

9.Khong "ndi thach", ban gia cao gap nhieu Ian gia tri cua hang hda cho
khach du ljch.
10.Khong tiep tay cho huong dan vien, lai xe, ngudi moi gidi thu lpi bat
chinh tu khtich du ljch.
Muc 2. Tom tat quy tac ting xti

1.Niem yet gia cong khai.

2.Cung cap thong tin trung thuc ve san pham.

3.Than thien, nhipt tinh, niem no.

4.Ho trp khach bao quan, dong gdi, van chuyen hang hda.

5.Canh tranh lanh mpnh, gift uy tin.

6.Uu tien ban cac san vat cua dja phuang, than thien vdi moi truemg.
7.Khong ban hang gia, hang kem chit lupng, khong ro ngudn goc, xuat xu.

8.Khong "cheo keo", deo bam khach du ljch.

9.Khong ban gia cao gap nhieu Ian gia tri cua hang hda.

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 10. Khong thu lpi bit chinh tft khach du ljch.
Muc 3. Thong dipp ve ting xti van minh cua diem mua slm phuc vu
khach du ljch
Uy tin
Chat lupng
Than thien

Dieu 10. Nhftng dieu can lam doi vdi diem tham quan, diem du ljch

Muc 1. Noi dung quy tac ting xfr

1.Dam bao moi truemg canh quan sach dep, than thien.

2.Bo tri nha vp sinh sach se, thung dung rac d nai thuan tipn, than thien vdi
moi trudng canh quan.

3.LTng xu dung muc, than thien, ton trpng khach du ljch.

4.Ltip dat cac biln chi dan, hudng dan du ljch, bang npi quy, biln canh bao
de dam bao an ninh, an toan cho khach du ljch.

5.Dat quay thong tin, bang chi dan tai noi de thay, de nhin, thuan tien cho
khach du ljch.

6.Cung cap djch vu tien lpi cho du khach nhu wifi, tra cuu thong tin.

7.Tiep nhan va nhanh chdng giai quyet phan hoi cua du khach.

8.Cd trach nhipm vdi moi trudng va xti hoi.

9.Khong cung cap djch vu khong dam bao chat lupng.

10.Khong tting gia djch vu, ve tham quan dot xuat khong cd ke hoach va
khong thong bao trudc.

11.Khong cd thai dp phan bipt doi xu vdi khach du ljch.

12.Khong dl canh quan moi trudng "nhlch nhac", xa thai bua bai.

13.Khong de hien tupng tin xin, tin may, trpm ctip, cheo keo khach du ljch
tai cac diem tham quan.

14.Khong khuyen khich khach du ljch cho tien ngudi an xin, tre em.

15.Khong de khach chd dpi qua laii khi xay ra su co. Neu xay ra su cd htiy
giai thich, xin loi va mong dupe thong cam.
Muc 2. Tom tit quy tac ting xti

1. Dam bao moi trudng canh quan sach se, than thipn.

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 2.Bo tri nha vp sinh sach se, thung dung rac d noi thuan tien.

3.Than thien, ton trpng khach du ljch.

4.Ltip dat cac bien chi dan, hudng dan du ljch dam bao an toan cho du
khach.

5.Dat quay thong tin, bang chi dan tai nai de thay, de nhin.

6.Cung cap djch vy tien lpi cho du khach.

7.Tiep nhan va giai quyet phan hoi cua du khach.

8.Cd trach nhiem vdi moi trudng va xti h^i.

9.Khong cung cap djch vu khong dam bao chat lupng.

10.Khong dupe tang gia djch vu ma khong cd ke hopch.

11.Khong dupe phan bipt doi xu vdi khach du ljch.

12.Khong de canh quan moi trudng 6 nhiem, xa thai bfta bai.

13.Khong de xay ra tinh trang "cheo keo"; tin xin, tin may.

14.Khong khuyen khich khach du ljch cho tien ngudi tin xin, tre em.

15.Khong de khach chd dpi qua lau khi xay ra su co.

Muc 3. Thong dipp ve ting xti van minh cua diem tham quan, diem du
ljch
Sach se
Hip dan
Ban sac
Than thien

Dieu 11. Nhftng dieu can lam doi vdi cpng dong dan cu

Muc 1. Noi dung quy tac ting xti

1.Ljch su, noi loi hay, cu chi dep, thanthipn vdi khach du ljch.

2.Nhiet tinh chi dan, giup da du khach khi cd yeu cau.

3.Xep hang theo thur tu, khong chen Ian xo day khi su dung cac djch vu
hotic tham gia cac hoat dpng tai nai cong cpng.
4.Ton trpng, giup da, uu tien, nhuting dudng cho khach du ljch.
5.Su dung trang phuc ljch su, phu hop.
6.Cd y thuc, trach nhiem bao vp canh quan va moi trudng; gift gin vp sinh
nai a va nai cong cpng; hudng ung cac phong trao xti hoi ve bao vp moi trudng.

7.Tuan thu cac quy djnh, bang chi dan, biln bao tai cac khu, dilm du ljch.

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 8.Gift gin ban sac van hda dan tpc cua cpng dong.

9.Gift thai dp nhti nhan, ljch su khi giai quyet sy co ddi vdi khach du ljch.

10.Khong "cheo keo", deo bam khach du ljch.

11.Khong cd ldi noi, cu chi, hanh vi thd tuc, thieu van hda, treu choc hay
cd hanh dpng khiem nhti vdi khach du ljch.

12.Khong cd hanh vi, cu chi ky thj, phan biet doi xu vdi khach du ljch.

13.Khong tranh gianh, gay go vdi khach du ljch.

14.Khong xa rac, khac nhd, di vp sinh bira btii, hut thuoc la d nhftng nai
khong dupe phep.
15.Khong khlc, ve len tuting, tupng, bia da, cay xanh, cong trinh kiln true,

hai hoa, be canh, dam dap len bai cd, treu choc vat nudi tai cac khu, dilm du
ljch va nai cong cpng.

16.Khong ban cac san pham tu dpng, thyc vpt hoang dti cho khach du ljch.

Muc 2. Tom tit noi dung quy tie ting xti

1.Noi ldi hay, cu chi dep, than thien vdi khach du lich.

2.Nhiet tinh giup da du khach.

3.Xep hang theo thu ty, khong chen Ian xo day tpi nai cong cpng.

4.Ton trpng, giup da, uu tien, nhuting dudng cho khach du ljch.

5.Su dung trang phuc ljch su, phu hop.

6.Bao vp canh quan va moi trudng, gift gin vp sinh noi d va nai cong cpng.

7.Tuan thu cac quy djnh, bang chi dan, bien bao tai cac khu, diem du ljch.

8.Gift gin ban sic van hda dan tpc.

9.Gift thai dp nhti nhpn, ljch su khi giai quyet sy cd ddi vdi khach du ljch.

10.Khong "cheo keo", deo bam khach du ljch.

11.Khong cd ldi noi, cu chi thieu van hda, khiem nhti vdi khach du ljch.

12.Khong ky thj, phan bipt ddi xu vdi khach du ljch.

13.Khong tranh gianh, gay go vdi khach du ljch.

14.Khong xa rac, di vp sinh, hut thuoc la d nhftng nai khong dupe phep.

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 15.Khong pha hopi canh quan, mdi trudng.

16.Khong ban cac san pham tu dpng, thuc vpt hoang dti cho khach du ljch.

Muc 3. Thong dipp ve ting xti van minh cua cpng dong dan ca

" Hieu khach

Than thien
Vtin minh
Dieu 12. Khau hieu tuyen truyen

Cac khau hipu dudi day dupe thong nhat si dung de tuyen tuyen ve ung xu
van minh du ljch:
1.Nang cao hinh anh du khach Vipt.
2.Du ljch cd hieu biet va cd trach nhiem.
3.Viet Nam - Diem den an toan, than thien, van minh.
4.Mdi ngudi dan la mot hudng dan vien du ljch.
5.Du ljch hudng tdi sy chuyen nghiep, chat lupng, hieu qua.
6.U"ng xu van minh la ton trpng ban than va ton trpng mpi ngudi.
7.Noi khong vdi djch vu kem chat lupng.
8.LTng xu dung muc, thai dp than thien, tinh than tpn tyy.
9.Xep hang la van minh.
10.Noi ldi hay, cu chi de

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