Does anyone know the evaluation criteria for five-star hotels? Can you give me a copy? Thank you! ~

The overall basic requirements of the hotel

1. The hotel functions are reasonably divided, and the facilities are convenient and safe. Five-star hotel

2. The interior and exterior decoration of the hotel is high-end, and luxurious materials are used in the construction and decoration. 3. The hotel’s internal public information graphic symbols comply with the LB/AT001 standard. 4. There is a central air conditioning system. 5. There is a background sound system. 6. Have a computer management system suitable for a five-star hotel.

Edit this paragraph Basic requirements for hotel reception hall

1. The reception hall is spacious, luxuriously decorated and well-lit. 2. There is a main service desk that is suitable for the scale and five-star hotel. The main service desk has Chinese and English signs, is divided into sections for reception, inquiry, and checkout, and has staff on duty 24 hours a day. 3. Provide message service, one-time total bill settlement service, credit card service, and 24-hour foreign currency exchange service. 4. The main service desk provides hotel service project promotional materials, hotel price lists, Chinese and English city transportation maps, national tourism transportation maps, city and national tourist attraction introductions, various transportation timetables, newspapers and magazines, etc. 5. Domestic and international room reservations can be accepted directly within 8 hours. There is a safe that the hotel and guests can open at the same time, a doorman, a full-time bellman, a duty manager, and a lobby manager. 6. Set up guest resting places in non-business areas, provide in-store tracking services and arrange taxi services, have access ramps for disabled people in the foyer and main public areas, and equip wheelchairs. 7. The service can be provided in at least 2 foreign languages ??(English is the required language), the switchboard can provide services in at least 3 foreign languages ??(English is the required language), and various instructions and service texts must be expressed in Chinese and English at least simultaneously.

Edit the basic requirements for guest rooms in this paragraph

1. There are at least 40 rooms (sets) available for rent, and the area of ??70% of the rooms (excluding bathrooms and corridors) is not less than 20 square meters, luxury suites with at least 5 bays, and rooms for disabled people. Five-star hotel

2. The guest rooms are luxuriously decorated, with luxurious upholstered beds, desks, wardrobes and hangers, coffee tables, chairs, bedside tables, bedside lamps, table lamps, floor lamps, full-length mirrors, and luggage. Shelves and other high-end supporting furniture. 3. Use luxurious building materials to decorate the floor, walls, and ceiling of the bathroom, and use good exhaust facilities, 110/220V power sockets, telephone auxiliary machines, hair dryers, and weight scales. Install a high-end toilet. Dressing table, bathtub with shower head, shower curtain, drying rope, 24-hour hot and cold water supply. 4. There are direct-dial domestic and international telephones, color televisions, audio equipment, and closed-circuit television systems, with no less than 16 broadcast channels, at least 2 channels of self-operated programs, and more than two foreign language satellites. TV channels, bringing convenience to foreign tourists. 5. There are stationery supplies that match five-star standards, turndown service is provided, hot and cold drinking water and ice are provided 24 hours a day, tea or coffee is provided free of charge, a mini bar is provided in the room, and Chinese and Western breakfast and dinner are provided 24 hours a day. Meal delivery service. 6. Provide wake-up call service, message service, wet cleaning, dry cleaning, ironing and repair services, and shoe shine service. 7. Guest rooms and bathrooms are fully tidied every day, sheets and pillowcases are changed daily, and guest room supplies and consumables are replenished every day.

Edit this paragraph’s basic catering requirements

1. Have a Chinese restaurant with reasonable layout and luxurious decoration, which can provide at least two flavors of Chinese food. Five-star hotel

2. There is a Western restaurant with reasonable layout and luxurious decoration, equipped with a dedicated Western kitchen. 3. There is a unique and elegant coffee shop that can provide buffet breakfast and Western dinner. 4. There is an appropriate small banquet hall and a closed bar. 5. The supervisors, foremen and waiters of restaurants and bars can provide services in English. 6. The kitchen cold dish room and pastry room are separated independently, with sufficient air-conditioning equipment. The cold dish room has air disinfection facilities. The rough processing room is isolated from the operation room. There is sufficient cold storage, and there are special facilities for placing temporary garbage and keeping them. closed.

Edit this paragraph to public area basic requirements

1. There are enough parking lots, enough high-quality passenger elevators, high-end car decoration, and service elevators . 2. There are public telephones and a local telephone directory. Five-star hotel

3. There are public toilets for men and women. 4. There are shopping malls selling daily travel necessities, tourist souvenirs, handicrafts and other commodities.

5. There is a business center that sells stamps, sends letters, handles telegrams, telexes, faxes, photocopies, international long-distance calls, domestic luggage check-in, film development, etc. Providing typing services. 6. There is a medical room. 7. Provide ticketing services such as transportation, movie and drama, and tours. 8. Provide city sightseeing services. 9. There are dedicated lines for emergency power supply and emergency lighting.

Five-star hotel evaluation standards

6.5 five-star

a. Functional division is reasonable; b. Facilities are convenient and safe to use.

6.5.2

The interior and exterior decoration uses high-end and luxurious materials, with exquisite craftsmanship and outstanding style. Five-star hotel

6.5.3

The public *** information graphic symbols in the hotel comply with LB/Tool.

6.5.4

There is central air conditioning (except for villa-style resorts), and all areas are well ventilated. 6.5.5 Have a computer management system that is compatible with the hotel’s star rating. 6.5.6 There is a background music system.

6.5.7

Front Hall

a. The area is spacious and suitable for the reception capacity; b. The atmosphere is luxurious, the style is unique, the decoration is elegant, and the colors are coordinated , with sufficient light; c. There is a main service desk that is suitable for the scale and star rating of the hotel; d. The main service desk has Chinese and English signs, and reception, information, and checkout are set up in sections, and staff are on duty 24 hours a day; e. Provide message service ; f. Provide one-time general bill checkout service (except for goods); g. Provide credit card service; h. Provide foreign currency exchange service at 18h; i. The main service desk provides hotel service project promotional materials, hotel price list, Chinese and English versions City traffic map, national tourism traffic map, introduction to the city and national tourist attractions, various transportation timetables, newspapers and periodicals suitable for hotel guests; j. Domestic and international room reservations can be directly accepted 18 hours a day, and other domestic reservations can be made on behalf of others Hotel guest rooms have safes for valuables that are opened simultaneously by the hotel and guests. The location of the safe is safe and hidden, and can protect the privacy of guests; l. There is a doorman to greet guests 18 hours a day; m. There is a full-time bellman, a dedicated luggage cart, and 24-hour luggage service. There is a small luggage storage area, n. There is a duty manager to receive guests 24 hours a day, o. There is a lobby manager to serve in the front office 24 hours a day; p. There is a guest resting place in the non-business area; q. In-store tracking services are provided; r. Provide valet booking and taxi arrangement services; s. There are access ramps for disabled people in the foyer and main public areas, equipped with wheelchairs. There are toilets or toilet seats for disabled people, and special services can be provided for disabled people; t. Services can be provided in at least 2 foreign languages ??(English is a required language). Various instructions and service texts must be expressed in at least Chinese and English simultaneously; u. The switchboard can provide telephone services to guests in at least 3 foreign languages ??(English is the required language).

6.5.8

Guest rooms

a. At least 40 (sets) of guest rooms available for rent; b. 70% of the guest room area (excluding Bathroom and corridor) shall not be less than 20 square meters; c. Luxuriously decorated, with luxurious cushioned beds, desks, wardrobes and hangers, coffee tables, chairs or simple sofas, bedside tables, bedside lamps, table lamps, floor lamps, full-length mirrors, Luggage racks and other high-end supporting furniture. The interior is covered with high-grade carpets or high-quality wooden floors. Adopt area lighting and the illumination of the object is good; d. There is a bathroom equipped with a high-end toilet bowl, a dressing table (equipped with a basin and a dressing mirror), a bathtub with a shower head (if there is a separate shower room, it does not need a shower head), Equipped with shower curtain and clothesline. Take effective anti-slip measures. The bathroom uses luxurious building materials to decorate the floor and walls, with elegant and soft tones. Zoned lighting is used with good object illumination. There is a good exhaust system, 110/220V power socket, and telephone auxiliary machine. Equipped with hair dryer and scale. Cold and hot water are available 24 hours a day. e. There are telephones that can directly make domestic and international long distance calls. There are instructions for use and a local telephone directory next to the telephone; f. There is a color TV, audio equipment, and a closed-circuit television studio system. There are no less than 16 broadcast channels, including satellite TV programs or self-produced programs, with channel instructions and program lists. The content played should comply with Chinese government regulations.

There are at least 2 channels of self-operated programs, which are broadcast no less than twice a day, and the evening broadcast end time is no earlier than 1 a.m.; g. Have very effective anti-noise and sound insulation measures; h. Have inner curtains and outer shading Curtains; i. There are single rooms; j. There are suites; k. There are deluxe suites with at least 5 rooms; l. There are guest rooms for disabled people, and the equipment in the room can meet the general requirements for the daily life of disabled people; m. There are hotels and restaurants Stationery items suitable for its own star rating. There are hotel service guides, price lists, accommodation regulations, introductions to the city's tourist attractions, the city's tourist traffic maps, and newspapers and periodicals suitable for hotel guests; n Lu guest rooms and bathrooms are fully tidied once a day, and bed sheets and pillowcases are changed daily. Guest supplies and consumables are fully replenished, and guests are requested to enter the room at any time to clean and replenish guest supplies and consumables; o. Provide turndown service, place good night cards, flowers or gifts; p. Provide hot and cold drinking water 24 hours a day Ice cubes and free tea or coffee are provided; q. There is a mini bar (including a small refrigerator) in the guest room, which provides sufficient drinks, and places hard liquor in the appropriate place, with drinking utensils and wine lists; r. Guests meet guests in the room, Additional chairs and tea services can be provided upon request; s. Provide wake-up service; t. Provide message service; u. Provide clothing dry cleaning, wet cleaning, ironing and repair services, and can be returned to guests within 24 hours. Expedited service is provided at 18 hours; v. There are food delivery menus and drink orders, and Chinese and Western breakfast and dinner delivery services are provided 24 hours a day. There are no less than 10 types of food delivery dishes, no less than 8 types of beverages, and no less than 6 types of desserts. There are food delivery signs that can be hung outside the door; w. Provide shoe shine service. 6.5.9

Restaurants and Bars

a. The total number of seats is compatible with the guest room reception capacity; b. There is a Chinese restaurant with reasonable layout and luxurious decoration. Can provide at least 2 flavors of Chinese food. The ordering time for guests after dinner is no earlier than 22:00; c. There is a high-end western restaurant with reasonable layout, luxurious decoration and elegant style, equipped with a dedicated western dining room; d. There is a coffee shop with unique characteristics, elegant style and reasonable location (Simple Western Restaurant). Can provide buffet breakfast and Western-style meals. The coffee shop (or a restaurant) must be open for no less than 18 hours and have clear business hours; e. Have an appropriate number of private banquet rooms or small banquet halls. Able to provide Chinese and Western banquet services; f. Have an independent closed bar with reasonable location, elegant decoration, unique features; g. The supervisors, foremen and waiters of the restaurant and bar can provide services in fluent English. Restaurants and bars can provide services in at least 3 foreign languages ??(English is the required language).

6.5.10

Kitchen

a. The location is reasonable and the layout is scientific, ensuring that the food delivery route is short and does not intersect with other public areas; b. The walls are covered with ceramic tiles, the floor is covered with non-slip materials, and there is a suspended ceiling; c. The cold dish room and pastry room are separated independently, and there is sufficient air-conditioning equipment. There are air disinfection facilities in the cold dish room; d. The rough processing room is isolated from the operation room, the temperature in the operation room is suitable, and the air-conditioning supply should be more sufficient than in the guest room; e. There is sufficient cold storage; f. The dishwashing room is reasonably located; g. There are special facilities for placing temporary garbage and keeping them closed; h. Between the kitchen and the dining room, there is a spring door that separates entrance and exit for sound insulation, heat insulation and odor insulation; i. Take effective measures to disinfect mosquitoes, flies, bees, etc. Pest measures.

6.5.11

The public *** area a. has a parking lot (underground parking lot or parking building); b. has enough high-quality passenger elevators and car decorations It is elegant and has a service elevator; c. It has a public telephone and is equipped with a local telephone directory; d. There are public toilets for men and women respectively; e. There is a shopping mall selling daily travel necessities, tourist souvenirs, handicrafts and other commodities; f .There is a business center that sells stamps, sends letters, handles telegrams, telexes, faxes, photocopies, international long-distance calls, domestic luggage check-in, film development, etc. Provide typing and other services; g. Have a medical clinic; h. Provide ticketing services such as transportation, movie and drama, and tours; i. Provide city sightseeing services; j. Have emergency power supply lines and emergency lighting.

6.5.12

Select items (***78 items, at least 35 items are required) 6.5.12.1 Guest rooms (10 items) a. Bills can be provided through audio-visual equipment in the guest rooms Query service on the possibility of waiting, and provide voicemail service; b. The bathroom has a drinking water system; c. No less than 50% of the guest bathrooms have separate showers and bathtubs; d. No less than 50% of the guest bathrooms have separate dry and wet areas ( There is a separate dressing room); e. All suites are equipped with separate bathrooms for the owner and visiting guests; f. There is a business floor, where check-in and check-out procedures can be done, and there is a business center and resting place for guests on the floor. ; g. Guest rooms on the business floor are equipped with equipment for sending and receiving faxes or emails; h. Provide guests with free in-store paging services; i. Provide 24h urgent laundry service; j. Entrusted agency service (golden key service). 6.5.12.2 Restaurants and bars (8 items) a. There is a lobby bar; b. There is a professional tea room; c. There are other foreign restaurants except Western restaurants, equipped with special kitchens; d. There is a bakery; e. There is Flavor restaurants; f. There is a large banquet hall that can accommodate at least 200 people for formal banquets, equipped with a dedicated banquet kitchen; g. There are at least 10 restaurants with different flavors (excluding large and small banquet halls); h. There are restaurants open 24 hours a day. 6.5.12.3 Business facilities and services (5 items) a. Providing international Internet services with a transmission rate of not less than 64kbit/s; b. Closed telephone rooms (at least 2); c. Negotiation room (accommodating at least 10 people); d .Provide translation, interpretation and full-time secretarial services; e. Library (with at least 1,000 books). 6.5.12.4 Conference facilities (10 items) a. There is a dedicated conference hall that can accommodate at least 200 people, equipped with a cloakroom; b. There are at least 2 small conference rooms; c. Simultaneous interpretation facilities (at least 4 languages); d. There are telephone conference facilities; e. There is an on-site video and audio relay system; f. There are computers and computer projectors, ordinary film projectors, slide projectors, video recorders, and document shredders for rent; g. There is a dedicated copy room equipped with sufficient equipment. Copier equipment; h. Have modern electronic printing and binding equipment; i. Have a photographic film developing room; j. Have an exhibition hall of at least 5,000 square meters. 6.5.12.5 Public facilities and health and entertainment facilities (42 items). a. Song and dance hall; b. Karaoke hall or KTV room (at least 4 rooms); c. Game room; d. Chess and card room; e. Movie theater; f. Regular song and dance performances; g. Multi-functional hall, which can provide services such as meetings, buffets, cocktail parties, etc. and also doubles as a cabaret and dance hall h. Gym; i. Massage room; j. Sauna; k. Steam bath; l. Surf bath ; m. Solarium; n. Indoor swimming pool (water surface area of ??at least 40 square meters), o. Outdoor swimming pool (water surface area of ??at least 100 square meters); p. Tennis court; q. Bowling room (at least 4 lanes); r. Rock climbing Practice room; s. Squash room; t. Billiards room; u. Multifunctional comprehensive fitness massager; v. Electronic simulation golf course; w. Golf driving range; x. Golf course (at least 9 holes), y. Racing track ; aa. Racecourse; ab. Shooting range; ac. Archery range; ad. Actual combat simulation amusement park; ae. Table tennis room; af. Ice rink; ag. Outdoor ski resort; ah. Private bathing beach; ai. Diving; aj. Sea surfing; ak. Fishing; ai. Beauty salon, am. Boutique store; an. Independent bookstore; ao. Independent flower shop; ap. Baby care and children's entertainment room. 6.5.12.6 Safety facilities (3 items) a. Electronic card door lock; b. Guest room valuables safe; c. Self-contained power generation system.

Edit this paragraph's service quality requirements

7.1 Basic principles of service 7.1.1 Treat guests equally, regardless of race, ethnicity, nationality, rich or poor, closeness, and do not judge people by their appearance. 7.1.2 Be polite, enthusiastic and friendly to guests. 7.1.3 Be honest with customers and deal fairly. 7.1.4 Respect national customs and do not damage national dignity. 7.1.5 Comply with national laws and regulations and protect the legitimate rights and interests of guests. 7.2 Basic service requirements 7.2.1 Appearance requirements a. The appearance of service personnel should be dignified, generous and neat.

Service personnel should wear work badges and meet the job requirements; b. Service personnel should have a natural, kind and friendly expression, and promote service with a smile. 7.2.2 Behavior requires civilized behavior, dignified posture, proactive service, and compliance with job specifications. 7.2.3 Language requirements a. The language must be civilized, polite, concise and clear; b. It is encouraged to speak Mandarin; c. When the problems raised by the guests cannot be solved, they should be patiently explained without pushback or coping. 2.4 Service business capabilities and skills require that service personnel should have corresponding business knowledge and skills and be able to use them skillfully. 3. The service quality assurance system has an effective set of management systems and operating standards that are suitable for the operation of the hotel, and has inspection, supervision and handling measures.

Edit this paragraph to select items

(***78 items, at least 35 items are required. The more items are included, the more upscale the hotel is) Guest rooms (10 items) 1. Guest rooms can Provide visual inquiry service for bills, etc. through audio-visual equipment and provide voice mailbox service. 2. The bathroom has a drinking water system. 3. No less than 50% of guest room bathrooms have separate showers and bathtubs. 4. No less than 50% of the guest bathrooms should be separated into wet and dry areas. 5. All suites have separate bathrooms for owners and visitors. 6. There is a business floor where you can check in and check out. There is a business center and resting place for guests on the floor. 7. The guest rooms on the business floor have equipment for sending and receiving faxes or emails. 8. Provide free in-store wireless paging service to guests. 9. Expedited laundry service is provided 24 hours a day. 10. Entrust agency services. Restaurants and Bars (8 items) 1. There is a lobby bar. 2. There is a professional tea room. 3. There are other foreign restaurants besides Western restaurants, equipped with special kitchens. 4. There is a bakery. 5. Restaurants with flavor. 6. There is a large banquet hall that can accommodate at least 200 people for formal banquets, equipped with a dedicated banquet kitchen. 7. There are at least 10 restaurants with different flavors (excluding large and small banquet halls). 8. There is a 24-hour restaurant. Business facilities and services (5 items) 1. Provide international Internet services with a transmission speed of not less than 64kbit/s. 2. Closed telephone rooms (at least 2). 3. Negotiation room (accommodating at least 10 people). 4. Provide translation, interpretation and full-time secretarial services. 5. Library (at least 1,000 books). Conference facilities (10 items) 1. There is a dedicated conference hall that can accommodate at least 200 people for meetings, equipped with a cloakroom. 2. Equipped with at least 2 small conference rooms. 3. There are simultaneous interpretation facilities (at least 4 languages). 4. There are telephone conference facilities. 5. There is an on-site video and audio broadcast system. 6. There are computers and computer projectors, ordinary film projectors, slide projectors, video recorders, and file shredders for rent. 7. Have a dedicated copy room equipped with sufficient copy machine equipment. 8. Have modern electronic printing and binding equipment. 9. There is a photographic film developing room. 10. An exhibition hall of at least 5,000 square meters. Public facilities and health and entertainment facilities (42 items) 1. Song and dance hall 2. Karaoke hall or KTV room (at least 4 rooms) 3. Game room. 4. Chess and card room. 5. Movie theater. 6. Regular singing and dancing performances. 7. The multi-functional hall can provide services such as meetings, buffets, cocktail parties, etc. and can also be used as a karaoke hall and dance hall. 8. Gym. 9. Massage room. 10. Sauna. 11. Steam bath. 12. Surf bath. 13. Solarium. 14. Indoor swimming pool (water area at least 40 square meters). 15. Outdoor swimming pool (water area at least 100 square meters). 16. Tennis court. 17. Bowling room (at least 4 lanes). 18. Rock climbing practice room. 19. Squash room. 20. Billiard room. 21. Multifunctional comprehensive fitness massage support. 22. Electronic simulated golf course. 23. Golf driving range. 24. Golf course (at least 9 holes). 25. Racing track. 26. Park. 27. Racecourse. 28. Shooting range. 29. Archery range. 30. Actual simulated amusement park. 31. Table tennis room. 32. Ice rink. 33. Outdoor ski resort. 34. Bathing beach for self-use. 35. Diving. 36. Surfing on the sea. 37. Fishing. 38. Beauty salon. 39. Boutique store. 40. Independent bookstores. 41. Independent flower shop. 42. Baby care and children’s entertainment room. Safety facilities (3 items) 1. Electronic card door lock. 2. Room valuables insurance. 3. Self-provided power generation system.