China people * * * and national star hotel evaluation standard.
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 .
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.
Normative citation document
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
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.
sign
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.
general rule
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.
Split conditions of stars
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 guides, price lists 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. .