Classification and evaluation of star rating of tourist hotels
order
This standard replaces GB/T 14308- 1997 "Classification and Evaluation of Foreign Hotels".
Compared with GB/T 14308- 1997, the main changes of this standard are as follows:
A) Replace "foreign-related tourist hotels" with "tourist hotels" and define tourist hotels according to international practice;
B) stipulate that the validity period of using star-rated hotels is five years, cancel the star-rated life tenure system and increase the number of reserved star-rated hotels (see 5.2);
C) The rules for star rating are defined (see 7.5), and some hotels with outstanding features or highly personalized features can directly apply for star rating from the star rating agencies of national tourist hotels (see 7.5.3);
D) Simplify the requirements for catering services (original standards 6. 1.6, 6.2.6, 6.3.7c, e, 6.4.9b, d, e, 6.5.9b, c, e, f);
E) Change the minimum number of rooms in a one-star hotel from 20 to 15 (see 6.1.8);
F) Incorporate the selected items of the original standard three-star hotel into comprehensive category, characteristic category I, characteristic category II and characteristic category III and IV, delete some original contents, and add hotel brand, general manager qualification, environmental protection and other contents (see 6.7);
G) The requirements for the lobby, guest rooms and restaurants in the core areas of four-star and above hotels have been strengthened, and the overall comfort has been increased (see Appendix A, 3. 12, 4.2 1, 5.5);
H) Drawing on the experience of some countries, we added "Platinum Five Stars" (see 3.2 and 6.6).
Appendices A, B and C of this standard are normative, and Appendix D is informative.
This standard is proposed by the National Tourism Administration.
This standard is under the jurisdiction of the National Tourism Standardization Technical Committee (CSBTS/TC 2 10).
Drafting unit of this standard: Quality Supervision and Management Department of National Tourism Administration.
Main drafters of this standard: Zhang Rungang, Yang Qiang, Zhou Zheng, He Jing and Dai Bin.
The previous editions replaced by this standard are as follows:
——GB/T 14308- 1993；
——GB/T 14308- 1997 .
1 range
This standard specifies the star rating conditions, rating rules, service quality and management system requirements of tourist hotels.
This standard is applicable to officially opened tourist hotels of various economic nature.
2 normative reference documents
The clauses in the following documents become the clauses of this standard by reference. All subsequent modifications (excluding errata) or revisions of dated reference documents are not applicable to this standard. However, parties who have reached an agreement according to this standard are encouraged to study whether the latest versions of these documents can be used. For undated reference documents, the latest edition is applicable to this standard.
Gb/t 1 0001.1Graphical symbols for public information Part1:General symbols (GB/t10001.1-2000,
GB/T 1000 1.2 Graphical symbols for marking public information Part 2: Symbols for tourist facilities and services (GB/t 100 1.2-2002, NEQ ISO 7001:/kloc-0
3 Terms and definitions
The following terms and definitions apply to this standard:
3. 1
Tourist Hotel
Accommodation facilities with catering and related services can be provided to tourists at night. According to different habits, it is also called hotels, hotels, hotels, guest houses, resorts, clubs, buildings, centers and so on.
3.2
star rating
Use the number and color of stars to indicate the level of tourist hotels. The star rating is divided into five grades, namely, one star, two stars, three stars, four stars and five stars (including platinum five stars). The lowest is one star, and the highest is five platinum stars. The higher the star rating, the higher the level of tourist hotels.
3.3
Trial star rating
As a supplement to the star rating, its rating is the same as the star rating.
4 symbols
Stars are symbolized by a gold-plated pentagram, which represents one star, two pentagrams represent two stars, three pentagrams represent three stars, four pentagrams represent four stars, five pentagrams represent five stars, and five platinum pentagrams represent five stars.
5 General rules
5. 1 For a hotel composed of several buildings, its management and right to use should be consistent, and all areas in the hotel, including the rental business area, should be a whole, and the stars should not be treated differently because of the separation of property rights or management rights in a certain area.
5.2 A hotel can apply for a star rating one year after its opening. After being assessed and approved by a star rating agency, it can enjoy the right to use the star rating and its logo for five years. Hotels that have been in business for less than one year can apply for preparatory star rating, valid for one year.
5.3 Unless there are higher requirements in this standard, the hotel's buildings, ancillary facilities, service items and management must conform to the existing national laws and standards on safety, fire protection, hygiene and environmental protection.
6-star classification condition
6. 1 a star
6. 1. 1 The layout of the hotel is basically reasonable, which is convenient for the normal activities of guests in the hotel.
6. 1.2 The graphic symbols of public * * * information conform to GB/T10001.1and GB/T 1000 1.2. The provisions of the.
6. 1.3 There are heating and refrigeration equipment adapted to the local climate, and all areas are well ventilated.
6. 1.4 Facilities and equipment shall be kept clean, sanitary and effective.
6. 1.5 All instructions and services shall be expressed in at least Chinese and English.
6. 1.6 Services can be provided in English.
6. 1.7 lobby
A. there is a front office and a general service desk;
B the main service desk is located in a conspicuous position in the lobby, with new decoration, sufficient light and signs in Chinese and English; The receptionist provides reception, inquiry, checkout and message service in Mandarin 18 hours or more;
C. Provide promotional materials of hotel services, room price list, local tourist traffic map and timetable of major transportation vehicles;
D. provide small luggage storage service;
E. provide luggage entry and exit services.
6. 1.8 guest room
A at least 15 rooms (sets) are available for rent;
B. The door lock is a concealed lock with anti-theft device, and an emergency evacuation map and related instructions are posted in a prominent position;
C well-decorated upholstered beds, tables, chairs, bedside tables and other supporting furniture;
At least 75% rooms have bathrooms, equipped with buckets, basins, showers or bathtubs (with shower curtains). There is a separate public toilet for men and women and a separate public bathroom for men and women on the floor without bathroom in the guest room, which is equipped with shower curtain. Take effective anti-skid measures, supply cold water for 24 hours and hot water for 16 hours.
E. adequate lighting and shading curtains;
F. Hotel service guide, price list and accommodation instructions are readily available;
G. Rooms and bathrooms shall be arranged once a day, and sheets, sheets and pillowcases shall be replaced every other day or at the request of guests, and each guest shall replace them once;
H./kloc-provide hot and cold drinking water for 0/6 hours.
6. 1.9 catering
Dining area with tables, chairs, tableware, lamps and adequate lighting;
B. Be able to provide breakfast service
C catering processing areas and utensils shall be kept clean and hygienic.
6. 1. 10 km * * *
A. there are separate toilets for men and women;
B. there is a public telephone;
C. emergency lighting;
D corridor wall clean decoration, 24-hour light, no obstacles. Emergency exits shall be clearly marked and reasonably located.
6.2 Two stars
6.2. 1 The layout of the hotel is basically reasonable, which is convenient for the normal activities of the guests in the hotel.
6.2.2 Graphical symbols of public information shall conform to the provisions of GB/T10001.1and GB/T 1000 1.2.
6.2.3 There are heating and refrigeration equipment suitable for local climate, and all areas are well ventilated.
6.2.4 Facilities and equipment shall be kept clean, hygienic and effective.
6.2.5 All descriptions and service words shall be in at least Chinese and English.
6.2.6 Be able to provide services in English.
antechamber
A. There is an anteroom and a general service desk suitable for the hotel's scale and star rating;
B the main service desk is located in a conspicuous position in the lobby, with new decoration, sufficient light and signs in Chinese and English; The receptionist provides reception, inquiry, checkout and message service in Mandarin 24 hours a day;
C. provide fax service;
D. The main service desk provides hotel service publicity materials, room price list, introduction of local tourist attractions (spots), tourist traffic maps, newspapers and periodicals, and timetables of major means of transportation;
E. there is a baggage car to provide baggage storage and retrieval services;
F. provide small luggage storage service;
G. there are managers on duty 24 hours a day;
H. set up a rest place for guests.
guest room
A. At least 20 rooms (sets) are available for rent;
B. The door lock is a concealed lock with anti-theft device, and an emergency evacuation map and related instructions are posted in a prominent position;
C finely decorated, with soft beds, tables and chairs, bedside tables and other supporting furniture, with good lighting;
At least 75% rooms have bathrooms, equipped with buckets, basins, showers or bathtubs (with shower curtains). There is a separate public toilet for men and women and a separate public bathroom for men and women on the floor without bathroom in the guest room, which is equipped with shower curtain. Take effective anti-skid measures, supply cold water for 24 hours and hot water for 18 hours.
E. adequate lighting and shading curtains;
F. If you have a convenient telephone, you can call or use a prepaid telecommunication card to make international and domestic long-distance calls, with instructions;
G. Have a color TV set with clear picture quality;
H. There are noise prevention and sound insulation measures;
First, there are hotel service guides, price lists, and guest instructions;
J there are at least two kinds of power sockets;
K. Rooms and bathrooms should be thoroughly arranged once a day, and sheets, sheets and pillowcases should be replaced daily or at the request of guests;
Provide laundry service in length;
Rice (short for meter) provides hot and cold drinking water for 24 hours.
Food and Beverages
A. A well-lit dining area with tables, chairs, tableware and lamps;
B. be able to provide breakfast service;
C. provide food delivery service at the request of guests;
D keep the catering production area and utensils clean, tidy and sanitary;
6.2. 10 km area
A. provide return lines or parking lots;
B. There are passenger elevators in buildings with floors 4 and above;
C. having a public telephone and a local telephone book;
D. there are separate toilets for men and women;
E. selling stamps, sending letters and selling tourist daily necessities;
F. emergency lighting is available.
G the corridor wall is clean and decorated, with sufficient light for 24 hours and no obstacles. Emergency exits shall be clearly marked and reasonably located.
6.3 Three-star
6.3. 1 The hotel layout is reasonable, which is convenient for guests to move around in the hotel.
6.3.2 The indication signs are clear, and the graphic symbols of public information conform to GB/T/KOOC-0/000/KOOC-0/./KOOC-0/and GB/T/KOOC-0/000/KOOC-0/.2.
6.3.3 There are air-conditioning facilities, and all areas are well ventilated with appropriate temperature and humidity.
6.3.4 There is a computer management system suitable for this satellite.
6.3.5 Facilities and equipment shall be well maintained, used safely, neat, hygienic and effective.
6.3.6 Each management system is sound, which is consistent with the hotel scale and star rating.
6.3.7 All descriptions and service terms shall be expressed in at least Chinese and English.
6.3.8 Each guest service area can provide Mandarin and English services.
antechamber
A. there is a reception room suitable for reception capacity. The interior decoration is beautiful and chic. There is a general service desk suitable for the hotel scale and star rating;
B. Each section of the main service desk is marked in Chinese and English, and the receptionist provides reception, inquiry, checkout and message service 24 hours a day;
C. Provide one-time ordinary bill settlement service (except commodities);
D. provide credit card settlement services;
E. Provide promotional materials of hotel services, room price list, local tourist traffic map, introduction of local tourist attractions, timetable of major transportation vehicles, and newspapers and periodicals suitable for hotel guests;
F.24-hour room reservation
G. There is a safe for valuables opened by the hotel and guests at the same time. The safe location is safe and hidden, which can protect the privacy of guests;
H. Set up a doorman 16 hours to receive the guests;
1. Set up full-time baggage porters and special baggage carts to provide 18 hour baggage service for guests. There is a small luggage storage place;
J. there are managers on duty 24 hours a day;
K. Set up a lobby manager to provide 18-hour on-the-job service;
The length is to set up a guest rest place in the non-business area;
Mi (short for meter) provides valet booking and taxi arrangement services;
Noun (abbreviation for Noun) There are ramps for the disabled in the foyer and main public areas, and wheelchairs are provided to provide necessary services for the disabled.
6.3. 10 Guest Room
A. At least 30 rooms (sets) are available for rent;
B. Door mirrors and anti-theft devices shall be installed, and emergency evacuation maps and related instructions shall be posted in prominent positions;
C beautifully decorated with upholstered beds, dressing tables or writing desks, wardrobes and hangers, chairs or simple sofas, bedside tables, bedside lamps and luggage racks. Indoor carpets, wooden floors or other advanced materials. Using indoor area lighting, the illumination of the target object is good;
D there is a toilet, equipped with a bucket, a dresser (equipped with a washbasin, a toilet mirror and necessary toiletries), a bathtub or a shower room. The bathtub is equipped with shower curtain and shower head (there is a separate shower room without shower head). Take effective anti-skid measures. The floor, wall and ceiling are decorated with advanced building materials, with soft colors and good target illumination. There is a good exhaust system or ventilator, and the temperature and humidity are suitable for guest rooms. There are 1 10/220V uninterruptible power supply sockets. 24-hour hot and cold water supply;
E. There is a convenient telephone, and you can dial directly or use instructions to make international and domestic long-distance calls;
F. Internet access service can be provided with instructions for use;
G. there is a color TV. The broadcast channel shall be no less than 16, with clear picture and sound quality and channel description. The broadcast content should comply with the provisions of the China municipal government;
H. Effective noise prevention and sound insulation measures are available;
First, there are at least two specifications of power sockets, and socket converters are provided;
J. there are shading curtains;
K. there is a single room;
There are suites in length;
Mi (short for meter) has stationery suitable for this star level. There are service guides, price lists, accommodation instructions, local tourist attractions, and tourist traffic maps. Provide corresponding newspapers and periodicals at the request of guests;
Noun (abbreviation of Noun) The room and bathroom are cleaned 1 time every day, and the sheets, sheets and pillowcases are replaced every day or at the request of the guests, so as to fully supplement the guests' supplies and consumables;
O. provide turndown service and place good night cards;
Cotton fabric for bed (sheets, pillows, pillowcases, quilts and sheets, etc.). ) and bathroom knitwear (bathrobes, bath towels, towels, etc.). ) good materials, exquisite workmanship, soft and comfortable;
24-hour hot and cold drinking water, free tea or coffee;
R 70% of the rooms have mini-refrigerators, which provide appropriate amounts of wine and drinks, and are equipped with drinking utensils and price lists;
Additional chairs and tea service can be provided upon request when receiving guests in the south room;
T. provide message and wake-up service;
The unit provides wet washing, dry cleaning and ironing services for clothes;
Verb (abbreviation of verb) has a food delivery menu and a drink list, 18 hours provides food delivery service, and there is a food delivery board that can be hung outside the door;
W. provide shoeshine service.
6.3. 1 1 Dining room and bar room
A. there is a restaurant that provides breakfast, lunch and dinner services;
B. There is a banquet hall or a small banquet hall, which can provide banquet service;
C. There are bars or tea rooms or other places where guests can rest and exchange and provide beverage services;
D. Tableware is intact, sanitary and clean;
E. The menu and wine list are beautiful and tidy, and the dish yield is not less than 90%.
kitchen
A. the location is reasonable and close to the restaurant;
B. Tile the wall, lay anti-skid materials on the ground, geosyncline and ceiling;
C the cold dish room and pastry room are separated independently, and the air conditioning equipment is sufficient. The temperature of the cold dish room meets the food hygiene standards, and there are air disinfection facilities inside;
D. The roughing room is isolated from other operation rooms, and the temperature of each operation room is appropriate;
E. Necessary refrigeration and freezing facilities;
F. the location of the dishwashing room is reasonable;
G. There are special facilities for placing temporary garbage and keep them closed;
H. There is a sound-proof, heat-proof and odor-proof spring door between the kitchen and the dining room, which is separated in and out and automatically closed;
First, take effective measures to kill mosquitoes, cockroaches and other pests.
6.3. 13 meeting and entertainment facilities: there are meeting and entertainment facilities and equipment, and corresponding services are provided.
6.3. 14 public * * * area
A. provide return lines or parking lots;
B there are enough passenger elevators in buildings with 4 floors and above;
C. having a public telephone and a local telephone book;
D there are separate public toilets for men and women;
E there are small shops selling daily necessities, souvenirs, handicrafts and other commodities;
F. Selling stamps, sending letters, handling fax, photocopying, typing and international long-distance telephone calls;
G. provide computer rental services.
H. There are emergency power supply facilities and emergency lighting facilities;
A, the corridor floor carpeting or other high-grade materials, metope clean, decorated, 24 hours of light, no obstacles. Emergency exits should be clearly marked and located reasonably.
6.3. 15 There should be at least 10 among the selected projects.
6.4 Four-star
6.4. 1 The hotel has reasonable layout, reasonable functional zoning, convenient facilities and safe use.
6.4.2 The interior and exterior decoration are made of high-grade materials, with exquisite workmanship and outstanding style.
6.4.3 The indication signs are clear and practical, and the graphic symbols of public information conform to GB/T/KOOC-0/000/KOOC-0/./KOOC-0/and GB/T/KOOC-0/000/KOOC-0/.2.
6.4.4 There is central air conditioning (except villa resort hotel), and all areas are well ventilated.
6.4.5 Have a computer management system suitable for this star level.
6.4.6 There is a public audio relay system; The tune and volume of the background music are appropriate and the sound quality is good.
6.4.7 Facilities and equipment shall be well maintained, noiseless, clean and effective.
6.4.8 All management systems are sound and consistent with the hotel scale and star rating.
6.4.9 All descriptions and service words shall be in at least Chinese and English.
6.4. 10 can provide Mandarin and English services, and provide a second foreign language service when necessary.
6.4. 1 1 Front Office
A. the area is spacious and suitable for the reception capacity;
B. Luxurious atmosphere, unique style, elegant decoration, harmonious tone and sufficient light;
C. There is a general service desk suitable for the scale and star rating of the hotel;
D Each section of the main service desk is marked in Chinese and English, and the receptionist provides reception, inquiry and checkout services 24 hours a day;
E. providing message service;
F. Provide one-time ordinary bill settlement service (except commodities);
G. provide credit card settlement services;
H./kloc-provide foreign currency exchange service for 0/8 hours;
1. Provide promotional materials for hotel services, room price list, local traffic map in Chinese and English, introduction of the location and major domestic tourist attractions, timetable of major means of transportation and corresponding newspapers and periodicals;
J.24-hour room reservation;
K. Both the hotel and the guests have opened safes to store valuables. The safe location is safe and hidden, which can protect the privacy of guests;
The length is set as doorman 18 hours to receive the guests;
M Set up full-time baggage handlers, have special baggage carts, and provide baggage service 24 hours a day. There is a small luggage storage place;
Noun (abbreviation for noun) has managers on duty 24 hours a day;
O Set up a lobby manager, 18 hours on-the-job service;
Page (the abbreviation of page) sets up a guest rest place in the non-business area;
Q. Providing valet booking and arranging taxi service;
R the foyer and main public areas are equipped with ramps for the disabled, wheelchairs and toilets or toilet seats for the disabled, which can provide necessary services for the disabled.
6.4. 12 guest room
A at least 40 rooms (sets) are available for rent;
B. 70% of the guest room area (excluding the bathroom) is not less than 20 square meters;
C. Luxurious decoration, equipped with high-grade upholstered bed, writing desk, wardrobe and clothes rack, coffee table, chair or sofa, bedside table, bedside lamp, desk lamp, floor lamp, full-length mirror, luggage rack and other high-grade supporting furniture. The interior is covered with high-grade carpets, or high-quality wood floors or other high-grade flooring materials. Using regional lighting, the illumination of the target object is good;
D. The guest room door can be closed automatically, equipped with door mirror, doorbell and anti-theft device. Post an emergency evacuation map and related instructions in a prominent position;
E. There is a bathroom, equipped with a high-grade pumping bucket, a dressing table (equipped with a washbasin, a toilet mirror and necessary toiletries), a bathtub with a shower head (without a shower head if there is a separate shower room) and a shower curtain. The faucet is clearly marked hot and cold. Take effective anti-skid measures. The floor, wall and ceiling are decorated with high-grade building materials, with elegant and soft colors, zoning lighting and good destination lighting. There is a good low-noise exhaust system, and the temperature and humidity are suitable for guest rooms. There are 1 10/220V uninterruptible power sockets and telephones. Equipped with a hair dryer. 24-hour hot and cold water supply;
F. There are convenient telephones, which can directly make international and domestic long-distance calls or use prepaid telecommunication cards. With instructions for telephone use and a guide to major local telephones;
G. providing internet access services. With instructions for use;
H A color TV set with no less than 16 broadcast channels, with good picture and sound quality. With channel description; The broadcast content shall comply with the regulations of China municipal government.
A, good sound quality, audio equipment can be controlled by the guests;
J. There are noise prevention and sound insulation measures with good effect;
K for the convenience of guests, there are at least two specifications of power sockets, and socket converters are provided;
The length has an inner curtain and an outer sunshade curtain;
Meter (short for meter) has a single room;
There is a suite;
O. luxury suites with at least 3 rooms;
Page (abbreviation of page) has stationery suitable for this star level. There are service guides, price lists, accommodation instructions, introduction of local tourist attractions and tourist traffic maps, and newspapers suitable for hotel guests;
Q. The guest room and bathroom shall be cleaned/kloc-0 times a day, and the sheets, sheets and pillowcases shall be replaced every day or at the request of the guests, and the guest's articles and consumables shall be fully supplemented, and the guest's articles and consumables shall be cleaned at any time at the request of the guests;
R cotton fabrics for bed (sheets, pillows, pillowcases, quilts, quilts, etc.). ) and bathroom knitwear (bath towels, bathrobes, towels, etc.). ) good materials, exquisite workmanship, soft and comfortable;
South provides turndown service and sends good night greetings;
Provide hot and cold drinking water and ice cubes 24 hours a day, and provide tea or coffee free of charge;
Mini-bar (including mini-refrigerator) is set up in the unit room, which provides appropriate amount of wine and drinks, with drinking utensils and price list;
Verb (abbreviation of verb) provides message and wake-up service;
W. When the guest room receives guests, additional chairs and tea service can be provided upon request;
X provide dry cleaning, wet washing, ironing and mending services for clothes and return them to the guests within 24 hours. /kloc-provide express service for 0/6 hours;
Y. there is a room delivery menu and wine list, providing 24-hour Chinese and western food delivery service. There are not less than 8 kinds of food delivery dishes, not less than 4 kinds of drinks and not less than 4 kinds of sweets, and there are food delivery cards that can be hung outside the door;
Z. Provide shoeshine service.
6.4. 13 restaurants and bars
A. Chinese restaurants with reasonable layout and luxurious decoration;
B There is a unique coffee shop (or simple western restaurant) with elegant style and reasonable location. Buffet breakfast and western dinner can be provided;
C. there is a banquet hall or a small banquet hall. Can provide banquet service;
D there are special bars or tea rooms or other places where guests can rest and communicate, and wine service is provided;
E. Tableware shall be configured in complete sets according to Chinese and western habits, without damage, and shall be sanitary and bright;
F menus and wine lists shall be beautifully bound, complete and tidy, and the serving rate shall be no less than 90%.
kitchen
A. The location is reasonable and the layout is scientific, and the food delivery route does not cross other public areas;
B, wall tile, anti-skid material on the ground, geosyncline and ceiling;
C the cold dish room and pastry room are separated independently, and the air conditioning equipment is sufficient. There are air disinfection facilities in the cold dish room;
D. The roughing room is isolated from other operation rooms, and the temperature of each operation room is appropriate and the cold air supply is sufficient;
E necessary cold storage and freezing facilities are essential, and raw and cooked foods and semi-finished foods are placed in separate cabinets. There is a dry goods warehouse to clean up expired food in time;
F. the location of the dishwashing room is reasonable;
G there are special facilities for placing temporary garbage and keeping it closed, and sewage facilities (geosyncline, range hood, exhaust port, etc.). ) keep clean and unobstructed;
H. There is a sound-proof, heat-proof and odor-proof spring door between the kitchen and the dining room, which is separated in and out and automatically closed;
First, take effective measures to kill mosquitoes, flies, cockroaches and other pests.
6.4. 15 meeting and entertainment facilities: there are meeting and entertainment facilities and equipment, and corresponding services are provided.
6.4. 16 public * * * area
A. there are enough parking lots;
B. There are a large number of high-quality passenger elevators in buildings above 3 floors, and the cars are elegantly decorated; There is also a service elevator;
C. having a public telephone and a local telephone book;
D. There are separate public toilets for men and women in all major regions;
E there are shops selling commodities such as daily necessities, souvenirs and handicrafts;
F there is a business center, which sells stamps and sends letters, and provides services such as telegraph, fax, photocopying, typing, international long-distance telephone calls and computer rental.
G. purchase tickets for transportation, movies and visits;
H. provide sightseeing services in the city;
First, the main public areas have closed-circuit television monitoring systems;
J emergency power supply system and emergency lighting facilities are available.
K. Carpets or other high-grade materials shall be laid on the floor of the corridor, and the walls shall be clean and decorated, with sufficient light for 24 hours and no obstacles. Emergency exit signs are clear and eye-catching, and the location is reasonable.
6.4. 17 There must be at least 26 selected items.
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