In 1988, the Chinese People's Republic of China formulated the "Chinese People's Republic of China and the State of assessing the star rating of tourism-related hotels and foreign hotels norms and standards";
Issued in 1993 in the form of GB (GB/T14308-93);
First revised in 1997 (GB/T14308-1997);
The second revision in 2003 (GB/ T14308-1997);
The second revision in 2003, removing the word "foreign-related" (GB/T14308-2003);
The third revision in 2010, the "Chinese People's Republic of China*** and the country's tourist hotels star rating and assessment" (GB/T14308-2010). T14308-2010).
In the latest revision of the standard, the five-star is required:
1 General Requirements
1.1 The appearance of the building and architectural structure should have the distinctive qualities of a luxury hotel, with a reasonable spatial layout of the hotel to facilitate the activities of guests within the hotel
1.2 The internal and external decoration should be made of high-grade materials, in line with the requirements of environmental protection, with exquisite craftsmanship and overall The overall atmosphere is harmonious and the style is outstanding
1.3 All kinds of instructions and service words should be expressed in standardized Chinese and English at the same time. Guidance signs are clear, practical and beautiful, and the setting of the guidance system and the graphic symbols of public **** information should be in line with GB/T15566.8 and GB/T10001.1, GB/T10001.2, GB/T10001.4, GB/T10001.9
1.4 There should be a centralized air conditioning (except for villa-type resort hotels), and the regions should have Good air quality
1.5 There should be an effective computer management system, front and back office networking, an independent official website or Internet homepage of the hotel, and be able to provide network booking services
1.6 There should be a public **** sound relay system. Background music tracks, volume and the region and time period appropriate, sound quality is good
1.7 facilities and equipment should be well maintained, no noise, safe and intact, clean, hygienic and effective
1.8 should have a sound management norms, service norms and operating standards
1.9 employees should be wearing uniforms, uniforms professionally designed, good materials, exquisite workmanship
1.10 staff should be in uniform, uniforms professional design, good materials, exquisite workmanship
1.11 staff should be in uniform, uniforms professional design, good materials, exquisite workmanship
1.12 staff should be in uniform. p>
1.10 staff well-trained, able to provide services in Mandarin and English, if necessary, a second foreign language can be used to provide services
1.11 should be compatible with the star level of energy saving and emission reduction programs and put into practice
1.12 should have an emergency (emergencies should include fires, natural disasters, accidents in the hotel's buildings and equipment and facilities, public **** health and Casualty incidents, social security incidents, etc.) disposal of emergency plans, annual implementation plans, and regular drills
1.13 There should be a systematic staff training plan and system, there should be specialized teaching materials, full-time trainers and dedicated staff training classrooms
2 Front Office
2.1 Functional division of a reasonable, spatial effect is good
2.2 Decorative design has a overall style, color tone coordination, sufficient light, overall visual effect harmony
2.3 The general service desk is reasonably located, the receptionist should be 24h to provide services such as reception, inquiries and checkout. And can provide message, total bill checkout, domestic and international credit card settlement, foreign currency exchange and other services
2.4 should be set up for luggage storage, with the hotel and the guests at the same time to open the safe for valuables, the safe is located in a safe, hidden, able to protect the privacy of the guests
2.5 should be provided with the hotel's basic situation, room prices and other information, to provide the location of the tourism resources, local tourism and transportation and national tourism and transportation information. Tourism and transportation and national tourism and transportation information, and at the main desk can provide Chinese and English local transportation maps, newspapers and magazines suitable for guests
2.6 in the non-operating area should be set up guest rest places
2.7 foyer and the main public **** area should be in line with the standards of access ramps for the disabled, equipped with wheelchairs, with disabled persons with special bathrooms or toilets to provide the necessary services for the disabled
2.7 foyer and the main public *** area should meet the standards of access to the disabled, equipped with wheelchairs, disabled persons with special bathrooms or toilets, for disabled persons with the necessary Services
2.8 Acceptance of room bookings by phone, fax or internet 24 hours a day
2.9 A full-time doorman should be available to meet and greet guests 18 hours a day
2.10 A full-time baggage handler should be available, equipped with a special baggage trolley, to provide baggage services 24 hours a day, and to provide a small baggage storage service
2.11 Valet reservation and taxi arrangement services
2.11 Valet reservation and taxi arrangement services
2.12 There should be a full-time staff to deal with guest relations, 18h on duty
2.13 Concierge services should be provided
2.14 There should be a management staff on duty 24h
3. Guest Rooms
3.1 There should be at least 50 rooms (sets) available for rental
3.270% of the area of the guest rooms (excluding bathrooms and porches) should be no less than 20m2
3.3 There should be standard rooms (king-size bed rooms and twin-bedded rooms), rooms for the disabled, suites of more than two specifications (including at least four openings of the Deluxe Suites), and suites of a reasonable layout
3.4 Luxurious decoration, with a good overall atmosphere. There should be comfortable mattresses and supporting supplies. Writing desk, closet and hangers, coffee table, seats or sofas, bedside tables, full-body mirrors, luggage racks and other furnishings are complete, reasonably arranged and convenient to use. All electrical switches are convenient for guests to use. The interior is fully covered with high-grade carpets, or decorated with high-quality wooden floors or other high-grade materials. The use of area lighting, good lighting effect of the destination
3.5 guest room door can be automatically closed, there should be a door peephole, doorbell and anti-theft devices. The guest room should be posted in a prominent position emergency evacuation map and related instructions
3.6 The guest room should have a well-decorated bathroom. There is a high-grade pumping bucket, vanity (equipped with basin, vanity mirror and necessary toiletries), bathtub with shower head (another separate shower can be without shower head), with shower curtains or other effective anti-splash facilities. Effective anti-slip measures. The floors, walls and ceilings are decorated with luxurious building materials in elegant and soft colors. Use of zoned lighting and good illumination of the intended objects. There are good exhaust air facilities without obvious noise, and the temperature and humidity are not obviously different from that of the guest rooms. 110V/220V uninterruptible power socket and telephone set. Equipped with hair dryer, 24h supply of cold and hot water, faucet hot and cold mark clearly. All facilities and equipment are convenient for guests to use
3.7 The guest room should have a hotel special telephone, easy to use. Can be dialed directly or use prepaid telecom cards to make international and domestic long-distance calls, and have telephone instructions and the location of the main telephone guide
3.8 There should be a color television set, the picture and sound quality is excellent. There should be no less than 24 broadcasting channels, the order of channels is edited, and a channel catalog is available
3.9 There should be background music, with good sound quality, appropriate tracks, and adjustable volume
3.10 There should be anti-noise and soundproofing measures, with good effects
3.11 There should be gauze curtains and light-blocking curtains, with good light-blocking effects
3.12 There should be at least two kinds of sizes of Power sockets, power sockets should be more than two for guests to use the plug, the location is convenient for guests to use, and can provide socket converter
3.13 should be appropriate to the star level of stationery supplies. Equipped with service guide, accommodation instructions, the location of tourist attractions and tourist transportation maps. Provide newspapers and magazines suitable for guests
3.14 bed with cotton fabrics (sheets, pillowcase, pillowcase, quilt core, quilt cover and bed liner, etc.) and bathroom knitted products (bath towels, bathrobes, towels, etc.) material high-grade, sophisticated craftsmanship, soft and comfortable. Pillows of various specifications can be provided at the request of guests
3.15 The guest rooms and bathrooms should be fully cleaned once a day, and bed sheets, quilt covers and pillowcases should be changed daily or at the request of guests, and guest supplies and consumables should be fully replenished, and should be cleaned up at any time at the request of guests in the room
3.16 Internet access should be provided with instructions for use, and easy to use
3.17 The night bed service should be provided, and the night bed service should be provided. Should provide open night bed service, night bed service is good
3.18 should provide guest room mini-bar (including small refrigerator) service, configure the appropriate amount of wine and beverages compatible with the guests staying in the hotel, with drinking utensils and price lists. Free tea or coffee. Provide hot and cold drinking water, ice can be provided at the request of guests
3.19 should provide guest clothes dry cleaning, wet cleaning, ironing services, can be returned to guests within 24h, can provide expedited service
3.20 should be 24h to provide food delivery service. Meal delivery menu and beverage list, meal delivery dish varieties of not less than 8 kinds, beverage varieties of not less than 4 kinds, sweets varieties of not less than 4 kinds, can be hung outside the door of the meal delivery sign, meal delivery car should have thermal insulation equipment
3.21 should provide automatic and artificial wake-up call, message and voicemail service, the service effect is good
3.22 should be provided in the room guests will be served, at the request of guests Provide additional chairs and tea services in a timely manner
3.23 The guest rooms should be equipped with shoe-shining equipment and provide shoe-shining services
4 Restaurants and bars
4.1 The rational layout of the restaurants, elegant environment, fresh air, no crosstalk, the temperature is appropriate
4.2 There should be a Chinese restaurant with luxurious decorations and a strong atmosphere
4.3 There should be a Western-style restaurant with luxurious decorations and elegant styles
4.4 There should be a Western-style restaurant with a good service. 4.3 There should be luxuriously decorated and elegantly decorated Western restaurant (or foreign specialty restaurant) or unique style restaurant with special kitchen
4.4 There should be reasonably located, unique and elegant style cafes, providing good quality buffet breakfast, Western-style meals. Café (or have a restaurant) opening hours of not less than 18h
4.5 There should be more than three banquet rooms or small banquet halls. Provide banquet services with good results
4.6 There should be a special bar or tea room
4.7 Tableware should be configured according to Chinese and foreign customary sets, high-grade materials, exquisite craftsmanship, distinctive features, no breakage and abrasion, clean and hygienic
4.8 Menus and beverage lists should be beautifully framed, intact, clean and out of the dish rate of not less than 90%
5 Kitchen
5 kitchen
5.1 Reasonable location, scientific layout, food route does not cross with non-catering public **** area
5.2 Between the kitchen and the restaurant, to take effective measures of sound insulation, heat insulation and odor insulation. The entrance and exit doors are separated and can be closed automatically
5.3 The walls are full of tiles, and the floor is full of non-slip materials with floor grooves
5.4 The cold food room and the noodle room are independently separated, and there is sufficient cold air equipment. There are air sterilization facilities in the cold dish room
5.5 There are secondary changing places and facilities in the cold dish room
5.6 The roughing room is separated from other operation rooms, and the temperature of each operation room is suitable, and there is sufficient supply of air-conditioning
5.7 The location of the dish room is reasonable (adjacent to the entrance and exit of the kitchen and the restaurant), and it is equipped with dish-washing and disinfection facilities
5.8 There are necessary refrigeration and freezing facilities, and the raw and cooked food and semi-cooked food and the semi-cooked food and the semi-cooked food have sufficient air-conditioning. Facilities, raw and cooked food and semi-finished food is placed in separate cabinets. There is a dry goods warehouse
5.9 There are special facilities for placing temporary garbage and keep it closed, and the sewage facilities (floor sinks, hoods and exhaust vents, etc.) are kept free and clean
5.10 Effective measures have been taken to eliminate mosquitoes, flies, cockroaches and other pests
5.11 There should be a food laboratory or a mechanism for sending samples to be examined
6 recreational facilities
6.1 There should be more than two types of food, and there should be more than two kinds of food, and there should be more than one type of food. p>6.1 There should be two or more specifications of conference facilities, a multi-function hall, equipped with appropriate facilities and provide professional services
6.2 There should be recreational and sports facilities, the layout is reasonable, and provide the appropriate services
7 public **** area
7.1 Hotel outdoor environment is clean and beautiful, well-maintained greenery
7.2 Hotel backstage area facilities intact, clean and well-maintained, the front and backstage of the articulation of reasonable, clear signs leading to the backstage
7.3 There should be a good effect of the return line, and there is a parking lot with the size of the parking space, there are parking spaces for the disabled, the parking lot environment is good effect, to provide the necessary services
7.43 floors above the building (including 3 floors) should have a sufficient number of high-quality passenger elevators. The car is elegantly decorated, reasonably fast and well ventilated; there are also a reasonable number and location of service elevators
7.5 All public **** areas should have separate male and female spaced public **** toilets, excellent environment, good ventilation
7.6 There should be a commodity department, selling daily necessities for travelers, souvenirs for travelers and so on
7.7 There should be a business center, which provides fax, photocopying, international long-distance telephone, typewriting, and other services. 7.7 There should be a business center with fax, photocopying, IDD, typing, etc., computers available for guests' use, and services such as mail delivery, cell phone charging, etc.
7.8 There should be a city sightseeing service provided or offered on behalf of guests
7.9 There should be a public telephone with note pads
7.10 There should be an emergency lighting facility and an emergency power supply system available
7.11 The main public ** * * * area has CCTV monitoring and control. * area has a closed-circuit television monitoring system
7.12 Corridors and elevator halls should be full of carpet or other high-grade materials on the floor, the walls are clean, decorated with decorative decorations, the temperature is appropriate, well ventilated, and suitable light. Emergency exit signs are clear and eye-catching, reasonably located and free of obstacles. There are escape routes and safe refuge places in accordance with the standard
7.13 There should be sufficient facilities for staff life and activities