preface to the evaluation standard of Chinese people's * * * and national star hotels
This standard replaces GB/T 14318-1997 "Classification and Evaluation of Stars in Foreign-related Hotels".
compared with GB/T 14318-1997, the main changes of this standard are as follows:
a) tourist hotels are used instead of foreign-related tourist hotels, and the definition of tourist hotels is defined according to international practice;
b) It is stipulated that the validity period of using star-rated hotels is five years, and the lifetime system of star-rated hotels has been abolished, and reserve star-rated hotels have been added (see 5.2);
c) The rules for star rating are clarified (see 7.5), and some hotels with outstanding features or extremely personalized features can directly apply for star rating from the star rating agencies of national tourist hotels (see 7.5.3);
d) the requirements for catering services should be appropriately simplified (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 21 to 15 (see 6.1.8);
f) The selected items of the original standard three-star hotels are merged into four categories: comprehensive category, characteristic category I, characteristic category II and characteristic category III, and some original contents are deleted, and hotel brand, general manager qualification and environmental protection are added (see 6.7);
g) The requirements for the lobby, guest rooms and restaurants in the core areas of four-star hotels and above have been strengthened, and the overall comfort has been increased (see 3.12, 4.21 and 5.5 in Appendix A);
h) learn from the practices of some countries and add "Platinum Five-Star" (see 3.2 and 6.6).
appendices a, b and c of this standard are normative appendices, 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 211).
The drafting unit of this standard: Quality Regulation 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 of the standard replaced by this standard are as follows:
—— GB/t14318-1993;
——GB/T 14318-1997。
1 scope
this standard specifies the conditions for star rating division, evaluation rules, service quality and management system requirements of tourist hotels.
this standard is applicable to tourist hotels of various economic nature that are officially opened.
2 normative citation documents
The clauses in the following documents become clauses of this standard through the citation of this standard. For dated reference documents, all subsequent amendments (excluding errata) or revisions are not applicable to this standard. However, all parties who reach 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.
graphic symbols of public information for GB/t11111.1 signs Part 1: General symbols (GB/t11111.1-2111, NEQ ISO 7111: 1991)
graphic symbols of public information for GB/t11111.2 signs Part 2: symbols of tourist facilities and services (figure 2). Neq ISO 7111:1991)
3 terms and definitions
the following terms and definitions apply to this standard:
3.1
tourist hotel
tourist hotel? Do you want to comfort your legs? Hey? Hey? Bed bright? Hang dong? Bo Huaipu? ⒕ ⒕ ⒙ ⒙ ⒙ ⒙ ⒙ ⒙ ⒙ ⒙ ⒙ ⒙ ⒙ ⒙ ⒙ ⒙ ⒙ ⒙ ⒙ ⒙ ⒙ ⒙ ⒙ ⒙ ⒙ ⒙ ⒙ ⒙ ⒙ 936
3.2
star-rating
The number of stars and colors are used to indicate the level of tourist hotels. The star rating is divided into five grades, namely, one-star, two-star, three-star, four-star and five-star (including platinum five-star). The minimum is one star, and the maximum is platinum five star. The higher the star rating, the higher the level of tourist hotels.
3.3
As a supplement to the star rating, the preliminary star rating
has the same rating as the star rating.
4 symbols
The star is symbolized by a gold-plated pentagram, with one pentagram representing one star, two pentagrams representing two stars, three pentagrams representing three stars, four pentagrams representing four stars, five pentagrams representing five stars and five platinum pentagrams representing five stars.
5 general principles
5.1 The management and use rights of hotels composed of several buildings should be consistent, and all areas in the hotel, including the rental business area, should be a whole, and the star rating should not be treated differently because of the separation of property rights or management rights in a certain area.
5.2 the hotel can apply for a star rating one year after its opening, and can enjoy the use right of the star rating and its logo valid for five years after being evaluated and approved by the star rating agency. 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 operation management must comply with the existing relevant national laws and standards on safety, fire protection, sanitation and environmental protection.
6-star classification conditions
6.1 One-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/T11111.1 and GB/T11111.2. The provisions of the.
6.1.3 there are heating and refrigeration equipment suitable for the local climate, and all areas are well ventilated.
6.1.4 the facilities and equipment shall be well maintained to be neat, hygienic and effective.
6.1.5 all kinds of instructions and service words shall be expressed in both Chinese and English at least.
6.1.6 can provide services in English.
6.1.7 Front Office
A. There is a front office and a general service desk;
B. The main service desk is located in a prominent position in the front hall, decorated, well lit and marked in Chinese and English; The receptionist in the front office provides reception, inquiry, checkout and message service in Mandarin for more than 8 hours;
C. provide promotional materials for hotel service items, room price list, local tourist traffic map, and major transportation schedules;
D. provide small luggage storage service;
e. provide luggage entry and exit service.
6.1.8 guest rooms
a. There are at least 15 rooms (sets) 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, with upholstered beds, tables, chairs, bedside tables and other supporting furniture;
D. At least 75% of the guest rooms have toilets, which are equipped with pumping buckets, basins, showers or bathtubs (with shower curtains). There are separate public toilets for men and women and separate public bathrooms for men and women for guests' use, equipped with shower curtains, on the floors without toilets in the guest rooms. Take effective anti-skid measures, supply cold water 24 hours a day and hot water 16 hours a day.
e. adequate lighting and shading curtains;
F. Hotel service guide, price list and accommodation instructions are available;
g. guest rooms and bathrooms should be cleaned up once a day, and sheets, sheets and pillowcases should be changed every other day or at the request of guests, and every guest must change them;
hot and cold drinking water is provided in h.16 hours.
6.1.9 Catering
a. A dining area with tables, chairs, tableware, lamps and adequate lighting;
B. Can provide breakfast service
C. Keep the food processing area and utensils clean and tidy.
6.1.11 public * * * area
a. There are separate public * * * toilets for men and women;
B. There is a public telephone;
C. emergency lighting is available;
D. The corridor wall is clean and decorated, with sufficient light for 24 hours and no obstacles. Emergency exits and other signs are clear and the location is reasonable.
6.2 Two-star
6.2.1 Hotel layout is basically reasonable, which is convenient for the normal activities of guests in the hotel.
6.2.2 the graphic symbols of public information conform to the provisions of GB/T11111.1 and GB/T11111.2.
6.2.3 There are heating and refrigeration equipment suitable for the local climate, and all areas are well ventilated.
6.2.4 the facilities and equipment shall be well maintained to be neat, hygienic and effective.
6.2.5 all kinds of instructions and service words should be expressed in both Chinese and English at least.
6.2.6 be able to provide services in English.
6.2.7 Front Office
A. There is a front office and general service desk suitable for the hotel scale and star rating;
B. The main service desk is located in a prominent position in the front hall, decorated, well lit and marked in Chinese and English; Front desk receptionist provides reception, inquiry, checkout and message service in Mandarin 24 hours a day;
C. provide fax service;
D. The main service desk provides promotional materials for hotel services, room price lists, introductions of local tourist attractions (spots), tourist traffic maps, newspapers and periodicals, and timetables of major means of transportation;
e. having a luggage cart and providing luggage access service;
F. provide small luggage storage service;
g. there are managers on duty 24 hours a day;
H. set up a rest place for guests.
6.2.8 guest rooms
a. There are at least 21 rooms (sets) 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. It is well decorated with upholstered beds, tables, chairs, bedside tables and other supporting furniture, with good lighting;
D. At least 75% of the guest rooms have toilets, which are equipped with pumping buckets, basins, showers or bathtubs (with shower curtains). There are separate public toilets for men and women and separate public bathrooms for men and women for guests' use, equipped with shower curtains, on the floors without toilets in the guest rooms. Take effective anti-skid measures, supply cold water 24 hours a day and hot water 18 hours a day.
e. adequate lighting and shading curtains;
F. There is a convenient telephone, and you can dial or use the prepaid telecommunication card to make international and domestic long-distance calls, with instructions;
g. There is a color TV with clear picture quality;
H. having noise prevention and sound insulation measures;
i. Hotel service guide, price list and instructions for guests are available;
J. There are at least two kinds of power sockets;
K. guest rooms and bathrooms should be cleaned up once a day, and sheets, sheets and pillowcases should be replaced every day or at the request of guests;
L. provide laundry service;
m. provide hot and cold drinking water 24 hours a day.
6.2.9 Dining
A. Have a well-lit dining area, tables and chairs, tableware, and a toast?
B. be able to provide breakfast service;
C. provide room service upon request of guests;
D. Keep the catering area and utensils clean, tidy and sanitary;
6.2.11 public * * * area
a. Provide the return line or parking lot;
there are passenger elevators in buildings above B.4 floors (including 4 floors);
C. There is a public telephone and a local telephone book;
D. There are separate toilets for men and women;
e. selling stamps, sending letters and selling 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 and other signs are clear and the location is reasonable.
6.3 three-star hotel
6.3.1 Hotel has a reasonable layout, which is convenient for guests to move in the hotel.
6.3.2 the indication signs are clear, and the graphic symbols of public information conform to GB/T11111.1 and GB/T11111.2.
6.3.3 There are air-conditioning facilities, and all areas are well ventilated with appropriate temperature and humidity.
6.3.4 having a computer management system suitable for the star level.
6.3.5 the facilities and equipment are well maintained and used safely, so as to be 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 kinds of instructions and service words shall be expressed in both Chinese and English at least.
6.3.8 Each guest service area can provide services in Mandarin and English.
6.3.9 Front Office
A. There is a front office suitable for reception capacity. The interior decoration is beautiful and chic. There is a general service desk suitable for the scale and star rating of the hotel;
B. There are signs in Chinese and English in each section of the main service desk, and the receptionist provides reception, inquiry, checkout and message service 24 hours a day;
C. provide one-time general bill settlement service (except commodities);
D. provide credit card settlement service;
e. provide promotional materials for hotel service items, room price list, local tourist traffic map, introduction of local tourist attractions, timetable of main means of transportation, and newspapers and periodicals suitable for hotel guests;
f. 24-hour room reservation
G. There is a safe for valuables opened by both the hotel and the guests. Safe location is safe and hidden, which can protect the privacy of guests;
h, a doorman shall be set up to receive the staff and greet the guests in 16 hours;
i. Set up full-time baggage handlers and special baggage carts to provide baggage service for guests in 18 hours. There is a small luggage storage place;
J. There are managers on duty 24 hours a day;
K. set up a lobby manager to serve on the job for 18 hours;
L. set up a rest place for guests in the non-business area;
m. provide valet booking and taxi service;
n. There are ramps for people with disabilities in the foyer and main public areas, and wheelchairs are provided to provide necessary services for people with disabilities.
6.3.11 rooms
a. There are at least 31 rooms (sets) available for rent;
B. There are door mirrors and anti-theft devices, and emergency evacuation maps and related instructions are posted in prominent positions;
C. Well-decorated and beautiful, with upholstered bed, dressing table or writing desk, wardrobe and clothes rack, chair or simple sofa, bedside table, bedside lamp and luggage rack and other supporting furniture. Indoor carpeting, wooden floors or other high-grade materials. Indoor area lighting is used and the illumination of the target object is good;
D. There is a toilet, which is equipped with a pumping bucket, a dressing table (equipped with a basin, 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. Use advanced building materials to decorate floors, walls and ceilings, and the colors are