What is the standard for star-rated hotels?

The "People's National and National Star Hotel Evaluation Standards" issued by the National Tourism Administration are used. The full text is as follows: This standard was drafted by: Quality Standardization and Management Department of the National Tourism Administration. The main drafters of this standard: Zhang Rungang, Yang Qiang, Zhou Zheng, He Jing, Dai Bin. The previous versions of the standards replaced by this standard are: ——GB/T 14308-1993; ——GB/T 14308-1997. 7.4 Star rating method

7.4.1 Star rating shall be carried out in accordance with the minimum score and score rate given in this standard and Appendix A, Appendix B and Appendix C. Please refer to the appendix for service and management system evaluation. D.

7.4.2 The star rating and review inspection work shall be undertaken by the star standard inspector.

7.5 Star Rating Principles

7.5.1 The star rating obtained by a hotel indicates that all buildings, facilities, equipment and services of the hotel are at the same level. If the hotel consists of several buildings with different construction levels or facilities and equipment standards, the tourist hotel star rating agency should rate the star rating according to the actual standards of each building. After rating the star rating, buildings with different star ratings cannot continue to be used. Same hotel name. Otherwise, the tourist hotel star rating agency shall not approve or withdraw the star mark and certificate.

7.5.2 After the hotel obtains a star rating, due to changes in building specifications, facilities, equipment and service items due to renovation, the original facilities, equipment, service functions or items are closed or canceled, resulting in the hotel not being able to achieve the original star rating. Standards must be reported to the original tourist hotel star rating agency for review or re-rating. Otherwise, the original tourist hotel star rating agency should withdraw the hotel's star rating certificate and logo.

7.5.3 If some hotels with outstanding features or extremely personalized conditions differ from those stipulated in this standard, they can directly apply for star ratings from the national tourist hotel star rating agency. The national tourist hotel star rating agency should arrange a rating inspection within one month after receiving the application, give an approval for the star rating based on the inspection and review results, and award the corresponding star rating certificate and logo.

7.6 Star review and processing

7.6.1 Star review is an important supplementary part of the star rating work. Its purpose is to urge hotels that have obtained stars to continue to meet the standards. The division of responsibilities is entirely in accordance with the division of responsibilities of the star rating.

7.6.2 For hotels that have been rated with stars, the tourist hotel star rating agency should review them in accordance with this standard and Appendix A, Appendix B and Appendix C once a year.

7.6.3 The review work should be based on the hotel’s self-examination and self-correction against the star rating standards, and the self-inspection results reported to the tourist hotel star rating agency, and the tourist hotel star rating agency will conduct a clear inspection Or arrange random inspections and acceptances in the form of unannounced visits. The tourist hotel star rating agency should make a careful summary after the review work in the region is completed, and report the review results step by step.

7.6.4 For hotels that have been seriously reduced or are found to be unable to meet the corresponding star rating of this standard upon review, the following methods will be used:

a. The tourist hotel star rating agency will determine the severity of the case according to the circumstances. Issue warning notices, report criticism, reduce or cancel the star rating, and announce the results within the corresponding scope;

b. Anyone who receives warning notices more than three times or criticism notices twice within one year For hotels that are rated twice or above, the tourist hotel star rating agency should lower or cancel their star rating and announce it to the public;

c. Hotels whose star rating has been lowered or canceled. Stars will not be restored or re-evaluated within one year from the date of downgrading or cancellation of stars; stars can only be re-applied for after one year;

d. If a major incident occurs to a hotel that has already obtained stars, If an accident occurs and causes adverse effects, the local tourist hotel star rating agency shall immediately report the situation or reduce or cancel the star rating within the scope of its authority.

7.6.5 After the hotel receives a warning notice, a notice of criticism, or a notice of lowering the star rating, it must make serious rectifications and report the rectification situation to the handling agency within the specified period.

7.6.6 The division of responsibilities of tourist hotel star rating agencies in handling star-rated hotels shall be in accordance with the division of responsibilities of star rating. The National Tourist Hotel Star Rating Agency reserves the right to directly handle each star-rated hotel.

7.6.7 Any hotel that has been upgraded, downgraded or canceled by the tourist hotel star rating agency shall immediately return the original star rating mark and certificate to the awarding agency, and the tourist hotel star rating agency shall make the decision. replacement or confiscation.

7.7 Star rating signs and certificates

7.7.1 Tourist hotel star rating signs and certificates are uniformly produced and issued by the national tourist hotel star rating agency.

7.7.2 The tourist hotel star rating sign must be placed in the most conspicuous position in the hotel lobby.

8 Service quality requirements

8.1 Basic principles of service

8.1.1 Be polite, enthusiastic, cordial and friendly to guests.

8.1.2 Treat all guests equally, regardless of race, ethnicity, nationality, rich or poor, closeness or distance.

8.1.3 Pay close attention to and try to meet the needs of guests and complete customer service efficiently.

8.1.4 Comply with national laws and regulations and protect the legitimate rights and interests of guests.

8.1.5 Respect guests’ moral beliefs, customs and habits, and do not damage national dignity.

8.2 Basic Service Requirements

8.2.1 Employee Appearance Requirements

a. Wear work clothes and work badges, and appear dignified, generous and neat in appearance;

b. During the service process, the expression should be natural, friendly, enthusiastic and moderate, and service with a smile is encouraged;

c. Comply with the hotel's grooming regulations.

8.2.2 Requirements for words and deeds

a. Stand, sit, and walk in compliance with the specifications and requirements of each position, serve proactively, and have a professional demeanor;

b. Serve customers with coordinated and appropriate natural language and body language to make guests feel respected and comfortable;

8.2.3 Language requirements

a. The language is civilized, concise, clear, and consistent Etiquette standards;

b. When problems raised by guests cannot be solved temporarily, they should be patiently explained and try to solve them afterwards, without shirk or coping.

8.2.4 Business capabilities and skill requirements: Service personnel should master corresponding business knowledge and skills and be able to use them skillfully.

9 Management system requirements

9.1 There is an employee handbook.

9.2 There are hotel organization charts and department organization charts.

9.3 Management system: mainly for management such as hierarchical management system, quality control system, marketing system, material procurement system, etc. A complete hotel management system includes system name, system purpose, management responsibilities, project operation procedures (specifically including execution level, management objects, methods and frequency, management work content), management division of labor, management procedures and assessment indicators, etc.

9.4 Departmental operation specifications: including job descriptions for managers, work relationship sheets for managers, work item inspection sheets for managers, special quality management documents, work sheets and quality management records, etc.

9.5 Job description for service and professional technical personnel: Provide a written description of the job requirements, job conditions, shifts, instructions and coordination channels, main job responsibilities, etc. for service and professional technical personnel.

9.6 Service Items, Procedures and Standard Instructions: Based on the requirements of service and professional technical personnel job descriptions, the goals to be completed for each service project, the procedures required to complete the goals, and the requirements for each The quality standards of the program are described.

9.7 Work technical standard instructions: For technical work in specific positions required by national and local competent authorities and mandatory standards, such as boilers, strong and weak electricity, fire protection, food processing and production, etc., there must be corresponding Written descriptions of work technical standards must be known to employees in corresponding positions.

9.8 Other certificates or documents that can prove the hotel’s quality management level.

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Appendix A

(Normative Appendix)

Facility and Equipment and service item rating form

A.1 Scoring Instructions

A.1.1 full score is 610 points (due to the existence of bonus points and coefficient factors, all items may be scored higher than the full score) number).

A.1.2 The minimum score deserved by each star:

One-star 70 points;

Two-star 120 points;

< p> Three-star rating is 220 points;

Four-star rating is 330 points;

Five-star rating is 420 points.

A.1.3 When any project has only one column of scores, if the project requirements are not fully met, the score will be reduced by half; if the project only has 1 point, no score will be given.

A.1.4 If any facility or equipment has more than two functions, the most representative item can only be selected for scoring once and cannot be scored repeatedly.

A.2 Scoring Criteria