People's Republic of China (PRC) national standard GB/T 17775- 1999 Classification and evaluation of quality grades of tourist areas 1999-06- 14 Approved by the State Bureau of Quality and Technical Supervision 1 999-/KLOC-0. This standard stipulates the basis, conditions and scope of quality classification of tourist areas (spots). This standard is applicable to different types of tourist areas (spots) that receive domestic and foreign tourists, including tourist areas (spots) with natural landscape and human landscape as the mainstay. 2 Reference Standards The clauses contained in the following standards constitute the clauses of this standard through reference in this standard. At the time of publication of this standard, all versions shown are valid. All standards will be revised, and all parties using this standard should explore the possibility of using the latest version of the following standards. GB 3095- 1996 ambient air quality standard GB 3096- 1993 urban regional environmental noise standard ghzb1-kloc-0/999 surface water environmental quality standard gb1000/kloc-0. T15971-1995 definition of tour guide service quality 3 this standard adopts the following definitions: 3. 1 tourist attractions are established with the approval of administrative departments at or above the county level (including the county level). There is a unified management organization with a clear scope, which has the functions of visiting, sightseeing, vacation, entertainment, knowledge and so on. Including tourist attractions, scenic spots, theme parks, resorts, protected areas, scenic spots, forest parks, zoos, botanical gardens, museums, art galleries and so on. 3.2 Tourism resources are all kinds of things and factors in nature and human society that can attract tourists, develop and utilize tourism and produce economic, social and environmental benefits. 3.3 Tourist center tourist area (spot) is a special place set up in the region to provide tourists with information, consultation, arrangement of sightseeing, explanation, education, rest and other tourist facilities and service functions. 4 Quality grades and signs of tourist areas (spots) 4. 1 The quality grades of tourist areas (spots) are divided into four grades, namely AAAA, AAA, AA and A-level tourist areas (spots) from high to low. 4.2 The signs, signs and certificates of the quality grades of tourist areas (spots) shall be uniformly stipulated and issued by the national tourism administration department. 5. Basis and method of quality grading of tourist areas (spots) 5. 1 Determine the quality grading of tourist areas (spots) according to the evaluation scores of "service quality and environmental quality evaluation system" and "landscape quality evaluation system" and referring to the scores of "tourist opinion evaluation system". 5.2 "Service quality and environmental quality evaluation system" includes eight evaluation items, including tourism transportation, sightseeing, tourism safety, health, communication, tourism shopping, comprehensive management, tourism resources and environmental protection. "Landscape quality evaluation system" includes two major evaluation items: the value of resource elements and the value of landscape market. Each evaluation project continues to be divided into several evaluation subprojects. Score each sub-project, and each tourist area (spot) determines its level according to the corresponding scores of each evaluation project and sub-project. 5.3 The Evaluation System of Tourists' Opinions is an important reference for the quality rating of tourist areas (spots). Including the overall impression, accessibility, tour settings, itinerary, viewing facilities, road signs, scenery introduction cards, publicity materials, interpretation services, safety, environmental sanitation, tourist toilets, post and telecommunications services, shopping, catering, tourism order, scenery protection and other evaluation items. Each evaluation item is divided into four grades: very satisfied, satisfied, average and dissatisfied, and the tourist opinion score is calculated accordingly. 5.4 Detailed rules for service quality and environmental quality scoring, detailed rules for landscape quality scoring and detailed rules for tourists' opinions scoring shall be formulated separately by the national tourism administrative department. 6. Quality grading conditions of tourist areas (spots) 6. 1 AAAA-level tourist areas (spots) 6. 1. 1 tourist traffic A) Good accessibility, perfect traffic facilities relying on cities and towns, convenient access; Or there are first-class roads or high-grade waterways or direct routes; Or vehicles with special tourist lines; B) There is a special parking lot or ship dock that is in harmony with the landscape environment. The layout is reasonable, and the capacity can fully meet the requirements of tourist reception. The site is flat and solid or the water is clear. Signs and Chinese and foreign languages are standardized, accurate and eye-catching, in line with the corresponding national standards; C) The tour (tour) route or waterway in the area is arranged reasonably and smoothly with convenient transportation. The road surface is smooth and solid, or the waterway is deep, wide and unobstructed; D) Vehicles that cause environmental pollution are not used in this area. 6. 1.2 Tour a) Various guide signs (including entrance guide maps, signs, scenic spots introduction boards, etc. ) are beautiful and eye-catching, and the text is accurate and standardized, which conforms to the provisions of GB 100 1. Signs and scenic spots introduction cards are located reasonably and in sufficient quantity; B) Tourism publicity and education materials (such as research works, popular science books, comprehensive picture books, audio-visual products, guide maps and guide materials, etc.). ) the variety is complete, the content is rich, accurate and beautifully made; C) Tour guides (interpreters) should be certified, the number and language can meet the needs of tourists, and the standard rate of Putonghua is 100%. Tour guides should have a high school education or above, of which college education or above is not less than 40%. The service quality meets the requirements of 4.5.3 and Chapter 5 in GB/T15971-KLOC-0/995; D) The tour guide (explanation) words are scientific, accurate and vivid; E) There are tourist centers that provide consultation, receive complaints and receive services. Tourism consulting service personnel are fully equipped, skilled and enthusiastic. Equipped with special consultation and complaint telephone, easy to use. 6. 1.3 Travel safety a) Fire fighting, anti-theft and ambulance facilities are complete, intact and effective. Transportation, electromechanical, sightseeing, entertainment and other equipment are in good condition, operating normally, and there is no potential safety hazard. Dangerous area protection facilities are complete and effective, with obvious signs; B) Seriously implement the safety system of tourism, public security, transportation and other relevant departments. Regular, regular and mobile safety inspections can effectively maintain public order; C) Establish an emergency rescue system, or set up an infirmary, equipped with full-time medical staff and tourists to keep medicines. Strong emergency handling ability, timely and appropriate accident handling, accurate and complete records. 6. 1.4 hygiene a) clean environment. The walls of buildings should be clean and free from dust. The tourist sites should be flat, free from sewage and dirt, and free from disorderly construction, heaping and misplacing. The air is fresh and has no peculiar smell; B) All public places meet the hygienic inspection standards stipulated by the state; C) The guiding signs in public toilets are eye-catching and the number can meet the needs. Architectural modeling, color, style and environment are in harmony. All toilets are equipped with washing, washing and ventilation equipment or use water-free washing ecological toilets. Toilet urinal is clean, free of dirt and blockage. Indoor cleanliness, no damage, no stains, no odor, clean and bright; D) The garbage bins (barrels) shall be clearly marked, the quantity shall meet the requirements, the layout shall be reasonable, the shape shall be beautiful and practical, and they shall be in harmony with the environment. Clean up the garbage in time, do it every day, and leave no old garbage; E) Catering services shall conform to the national food hygiene regulations, be equipped with disinfection facilities, and it is forbidden to use disposable tableware that causes environmental pollution. 6. 1.5 communication a) The layout of communication facilities is reasonable. There are public telephones at entrances and exits and tourist gathering places, with eye-catching signs and international and domestic direct dialing functions; B) Communication services are convenient and smooth during business hours, and the charges are reasonable. 6. 1.6 Tourism shopping a) The layout of shopping places is reasonable, which effectively maintains the landscape atmosphere. The architectural form, color and materials are distinctive and in harmony with the environment; B) There are abundant tourist commodities with local characteristics. Clearly mark the price, there is no price fraud; C) orderly market management. Operators wear badges and operate aboveboard, and there is no stalking or buying and selling. Deal with market violations fairly, quickly and completely. 6. 1.7 comprehensive management a) sound management organization and reasonable management personnel; The management systems of tourism quality, tourism safety and tourism statistics are complete and effective; B) The rules and regulations on transportation, sanitation, environmental protection and tour guide services are sound. Effective implementation measures, regular supervision and inspection, complete written records and summary; C) It has a unique and distinctive product image, good quality image, good visual image and civilized employee image; Establish your own product brand identity and use it comprehensively and properly; D) Establish a tourist center that is suitable for the reception scale and grade of tourist areas (spots); E) College degree of senior managers is 65,438+0,000%; F) There is a master plan and protection plan officially approved by the administrative department or local government at the corresponding level. Development and construction projects meet the planning requirements; G) Traffic, safety, security, health, environmental protection and other business training systems have been improved and effectively implemented. The qualification rate of on-the-job personnel training reaches100%; H) There shall be a special person to receive complaints, and there shall be a special telephone number and mailbox for complaints. Handle complaints in a timely and proper manner, and the records and files are complete; I) The graphic symbols of public information in tourist gathering places are set up in a standardized and eye-catching way; J) There are tourist rest facilities of corresponding grade, with reasonable location and sufficient quantity; K) Providing consulting services for specific groups (the elderly, children, the disabled, etc.). ), provide travel tools and articles, and provide other related special services. 6. 1.8 received more than 500,000 tourists from home and abroad. 6. 1.9 Protection of tourism resources and environment a) The air quality reaches the first-class standard specified in GB 3095- 1996; B) the noise quality reaches the level 0 standard specified in GB 3096- 1993; C) The environmental quality of surface water meets the requirements of GHZB 1; D) The protection measures for landscapes, cultural relics and ancient buildings are advanced and effective, and the measures for controlling the tourist capacity are effective, which can effectively prevent natural and man-made destruction and maintain the authenticity and integrity of cultural relics and natural landscapes; E) excellent environment and atmosphere. The building layout is reasonable. The volume, height, color and shape are in harmony with each other, and the surrounding buildings are in harmony with the landscape style, or there is a certain buffer zone. The proportion of green space is high, plants and landscapes are properly configured, or landscape and environmental beautification measures are diverse, and the effect is good. The main style of the entrance and exit building is outstanding, which is in harmony with the landscape and environment; F) The facilities and equipment in the area meet the requirements of national environmental protection, and will not cause environmental pollution and other public hazards, and will not damage tourism resources and the atmosphere. 6. 1. 10 tourism resources have outstanding taste, and their historical, scientific or artistic values are of great significance in the world; Or its resources are precious, rare and peculiar, and it is a unique or rare landscape in the world. 6.2 AAA tourist areas (spots) 6.2. 1 tourist traffic a) Good accessibility. Relying on perfect urban transportation facilities, it is convenient and accessible; Or at least two or more expressway or high-grade waterways and routes are direct; Or there are convenient means of transportation such as tourist routes; B) There is a special parking lot or ship dock that is in harmony with the landscape environment, with reasonable layout and capacity meeting the requirements of tourists' reception. The site is flat and solid or the water area is flat. Signs and Chinese and foreign languages are standardized, accurate and eye-catching, in line with the corresponding national standards; C) The layout of tourist routes or navigation channels in the region is reasonable and smooth, and the transportation is convenient. The road surface is smooth and solid, or the waterway is deep, wide and unobstructed; D) Vehicles that cause environmental pollution are not used in this area. 6.2.2 Tour a) Various guide standards (entrance guide map, signs, scenic spots introduction boards, etc. ) are beautiful and eye-catching, and the text is accurate and standardized, which conforms to the provisions of GB 100 1. Signs and scenic spots introduction cards are located reasonably and in sufficient quantity; B) Tourism publicity and education materials (such as research works, popular science books, comprehensive picture books, audio-visual products, guide maps and guide materials, etc.). ) the variety is complete, the content is rich, accurate and beautifully made; C) Tour guides (interpreters) should hold relevant certificates, and the number and language can meet the needs. The standard rate of Putonghua is 1.000%, and tour guides should have a high school education or above, of which the college education or above is not less than 20%. The service quality meets the requirements of 4.5.3 and Chapter 5 in GB/T15971-KLOC-0/995; D) The tour guide (explanation) words are scientific, accurate and vivid; E) There are tourist centers that provide consultation, receive complaints and receive services. Tourism consulting service personnel are fully equipped, skilled and enthusiastic. Equipped with special consultation and complaint telephone, easy to use. 6.2.3 Travel safety a) Fire fighting, anti-theft and ambulance facilities are complete, intact and effective. Transportation, electromechanical, sightseeing, entertainment and other equipment are in good condition, operating normally, and there is no potential safety hazard. Dangerous area protection facilities are complete and effective, with obvious signs; B) Seriously implement the safety system of tourism, public security, transportation and other relevant departments. Regular, regular and mobile safety inspections can effectively maintain public order. C) Establish an emergency rescue system, or set up an infirmary, at least equipped with part-time medical staff and tourists to keep medicines. Strong emergency handling ability, timely and appropriate accident handling, accurate and complete records. 6.2.4 Hygiene a) Clean environment. The walls of buildings should be clean and free from dust. The ground and roads of the visit site are smooth, free of sewage and dirt, and free of disorderly construction, heaping and misplacing. The air is fresh and has no peculiar smell; B) All public places meet the hygienic inspection standards stipulated by the state; C) The guiding signs in public toilets are eye-catching and the number can meet the needs. Architectural modeling, color, style and environment are in harmony. All toilets have flushing and ventilation equipment or use waterless ecological toilets. The toilet urinal is clean, free of dirt, blockage and leakage. Indoor cleanliness, no damage, no stains, no odor, clean and bright; D) Garbage bins (barrels) shall be clearly marked, the quantity can meet the needs, the layout is reasonable, and the shape is beautiful and practical. Clean up the garbage in time, do it every day, and leave no old garbage; E) Catering services shall conform to the national food hygiene regulations, be equipped with disinfection facilities, and it is forbidden to use disposable tableware that causes environmental pollution. 6.2.5 Communication a) The layout of communication facilities is reasonable. There are public telephones at entrances and exits and places where tourists gather, which have the function of international and domestic direct dialing; B) Communication services are convenient and smooth during business hours, and the charges are reasonable. 6.2.6 Tourism shopping a) The layout of shopping places is reasonable and the landscape atmosphere is effectively maintained. The architectural form, color and materials are distinctive and in harmony with the environment; B) There are abundant tourist commodities with local characteristics. Clearly mark the price, there is no price fraud; C) orderly market management. Operators wear badges and operate aboveboard, and there is no stalking or buying and selling. Deal with market violations fairly, quickly and completely. 6.2.7 Comprehensive management a) The management organization is sound and the management personnel are reasonably equipped; The management systems of tourism quality, tourism safety and tourism statistics are complete and effective; B) The rules and regulations on transportation, sanitation, environmental protection and tour guide services are sound. Effective implementation measures, regular supervision and inspection, complete written records and summary; C) Have a unique product image, good quality image, good visual image and civilized employee image; Establish and use their own product brand logo; D) Establish a tourist center that is suitable for the reception scale and grade of tourist areas (spots); E) 80% of the senior managers have college education or above; F) There is a master plan and protection plan officially approved by the administrative department or local government at the corresponding level. Development and construction projects meet the planning requirements; G) Traffic, safety, security, health, environmental protection and other business training systems have been improved and effectively implemented. The qualification rate of on-the-job personnel training reaches100%; H) The person receiving the complaint, telephone number and complaint email address shall be provided. Timely and proper handling of tourism complaints, complete records and files; I) The graphic symbols of public information in tourist gathering places are set up in a standardized and eye-catching way; J) Tourist rest facilities of corresponding grade, reasonable location and sufficient quantity; K) Providing consulting services for specific groups (the elderly, children, the disabled, etc.). ), provide travel tools and articles, and provide other related special services. In 6.2.8 years, there were more than 300,000 domestic and foreign tourists. 6.2.9 Protection of tourism resources and environment a) Air quality reaches the first-class standard specified in GB 3095- 1996; B) the noise quality reaches the level 0 standard specified in GB 3096- 1993; C) The environmental quality of surface water meets the requirements of GHZB 1; D) The protection measures for landscapes, cultural relics and ancient buildings are advanced and effective, and the measures for controlling the tourist capacity are effective, which can effectively prevent natural and man-made destruction and maintain the authenticity and integrity of cultural relics and natural landscapes; E) excellent environment and atmosphere. The layout of the building is reasonable, the volume, height, color and shape are in harmony with each other, and the surrounding buildings are in harmony with the landscape style, or there is a certain buffer zone. Green space occupies a corresponding proportion, plants and landscapes are properly configured, or landscape and environmental beautification measures are diverse and the effect is good. The main style of the entrance and exit building is outstanding, which is in harmony with the landscape and environment; F) All facilities and equipment meet the requirements of national environmental protection, and will not cause environmental pollution and other public hazards, and will not damage tourism resources and the atmosphere. 6.2. 10 has outstanding tourism resources, and its historical value, scientific value or artistic value is representative in China; Or its resources are precious, rare and peculiar, and it is a unique or rare landscape in China.