Guide service standard

Basic standards of guest service in tourism industry of the People's Republic of China (for Trial Implementation)

(National Tourism Administration issued 199 1 on May 29th)

First, the basic standards of travel agency service to guests

Second, the basic standards of foreign-related hotels' service to guests

Third, the basic standards of foreign-related automobile service to guests

Four, the basic standards of foreign hotel services

Five, the basic standards of tourist attractions for guests.

In order to improve the quality of tourism services, protect the legitimate rights and interests of tourists, meet the reasonable requirements of tourists, and implement the purpose of "guests first and quality first", this standard is formulated. The basic standards of tourism service to guests include the basic standards of travel agency service to guests; Basic standards for foreign-related hotel services; Basic standards for foreign tourist bus services; Basic standards of foreign-related hotels' service to guests; Basic standards of tourist attractions' service to guests.

First, the basic standards of travel agency service to guests

Article 1 The contract signed between a travel agency and overseas customers shall conform to the contents of the model contract uniformly stipulated by the National Tourism Administration, and specify the price level, service standards, service items, responsibilities and obligations of both parties, and the local complaint telephone number and address.

Article 2 Travel agencies shall provide corresponding services according to the itinerary, grading standards and package prices determined in the contract. Except for force majeure, if the travel agency fails to provide the tour group (traveler) with the service that meets the standard agreed in the contract, it shall provide compensation service to the tour group (traveler) or return the service fee difference below the standard to the other party.

Article 3 Travel agencies shall arrange activities reasonably according to the characteristics of the group guests such as nationality, identity, occupation, age and health status and the determined itinerary, respect the living habits and customs of tourists, and treat tourists from different countries, colors, occupations, genders and ages with equal enthusiasm.

Article 4 Except for the force majeure caused by the fault of the travel agency, the travel agency shall refund the fees for not providing services and make some compensation.

Article 5 A travel agency shall book hotels for tour groups (tourists) according to the standards stipulated in the contract and notify the other party in advance. If it is necessary to change the hotel reservation due to special circumstances, the hotel with the same star level or higher than the original star level can be changed without additional charge after obtaining the consent of the tourists. If the changed hotel is lower than the original promised hotel star rating, it is necessary to explain to the tourists and return the difference to the tourists. Travel agencies shall not arrange tour groups (tourists) to stay in non-designated hotels.

Article 6 Travel agencies shall arrange recreational activities as fixed items. The tour schedule within 3 days is generally not less than 1 time; 4 to 7 days, generally not less than 2 times; More than 8 days, generally not less than 3 times.

Seventh travel agencies must arrange for tourists to eat in designated hotels or restaurants. Ordering should be in accordance with the prescribed meal standards, and meals should not be deducted, and tourists should not be forced to add flavor meals.

Eighth travel agencies should have specific preventive measures to ensure the personal and property safety of tourists. Tourists must take out personal and property accident insurance during their stay in China. If an accident is found during the trip, measures must be taken in time, and the detailed process and handling of the incident should be reported to the superior for instructions.

Nine is to improve the guest baggage check-in procedures to ensure the safe and accurate transportation of tourists' luggage. If the loss of luggage or property is caused by the travel agency, it shall be compensated; If it is caused by the hotel or the transportation department, the travel agency has the responsibility to help contact and help solve it.

Tenth tour guides employed by travel agencies must pass the national tour guide qualification examination and obtain the "Tour Guide Certificate" issued by the National Tourism Administration.

Eleventh tour guides should make all preparations in advance. When joining the league, you should dress neatly and behave generously, wear a badge and carry a tour guide card. Warm and thoughtful service, serious and responsible work, proactive. Guide language should be accurate and fluent, and the content should be healthy, rich and vivid. Tourist groups that receive 10 or more should use guiding signs and microphones. If you need to pick up the station, the tour guide should get in touch with the airport, station and dock in advance to avoid missing or delaying the pick-up due to the change of arrival time.

Twelfth tour groups (tourists) shopping should be included in the schedule of tourism activities. Tour guides should strictly follow the schedule and guide guests to shop in designated tourist shops.

Article 13 All staff members of travel agencies should seriously study the code of conduct for foreign-related personnel, strictly observe state secrets and abide by laws and regulations, and are not allowed to ask for tips, withdraw deductions or exchange money without permission.

Fourteenth travel agencies should pay attention to the quality of service and commend and reward the collectives and individuals who have made outstanding achievements. For travel agencies and individuals complained by guests, the tourism administrative department shall handle them in accordance with the Interim Provisions on Tourism Complaints.

Second, the basic standards of foreign-related hotels' service to guests

Fifteenth foreign-related tourist hotels must provide corresponding star services in accordance with the "Regulations and Standards for Star Rating of Foreign-related Tourist Hotels in People's Republic of China (PRC)". All foreign-related hotels with undetermined star ratings should be marked as designated hotels and meet the standard requirements of designated hotels.

Sixteenth hotel service personnel should have good appearance, implement honorific service and be polite to guests. Service personnel should wear work number plates, answer questions of guests in standard Mandarin and foreign languages, and use honorifics such as "Hello", "Thank you", "Please" and "Sorry".

Seventeenth doorman service should be warm and polite, and timely guide the passenger flow.

Article 18 The bellboy should take the initiative and enthusiastically deliver the luggage for the guests, and pay attention to handle it with care to ensure the property safety of the guests.

Nineteenth front desk service should be timely and enthusiastic, and use computer management to handle hotel registration procedures as far as possible.

Twentieth telephone switchboard service should be accurate, rapid, moderate volume, friendly, and timely and accurate to provide wake-up and message service. The assistant in the lobby should stick to his post and try his best to meet the reasonable requirements put forward by the guests. We should seriously assist in solving the complaints of guests.

Twenty-first service personnel should provide standardized services actively and enthusiastically in strict accordance with the service procedures and service standards stipulated by the hotel. Treat guests equally regardless of country, color, occupation and gender. We must strictly abide by the discipline of foreign affairs, consciously safeguard the dignity of the legal system, and must not ask for tips and gifts, exchange foreign exchange, or do anything that harms the dignity and personality of the country.

Twenty-second hotel posts should establish a handover system before and after work.

Twenty-third hotels should provide corresponding accommodation, transportation, commodity sales and entertainment activities in accordance with the star standard, and keep the surrounding environment clean and beautiful. Lobby, dining room, conference hall, recreation palace, corridor and other places should be kept clean and tidy. Public toilets should be clearly marked and cleaned by designated personnel, so as to be clean, hygienic, odorless and free from stains.

Article 24 The layout of guest rooms shall be reasonable and as convenient as possible. Equipment in the room should be intact, windows and countertops should be kept free of stains, carpets should be free of sundries, bathrooms should be free of peculiar smell, and lamps should be bright, so as to create a clean, comfortable and safe environment for guests.

Twenty-fifth restaurants should be clean and hygienic, and tablecloths, tablecloths, tableware and wine utensils should be clean, intact and undamaged. When guests enter the restaurant, they should be warmly welcomed and seated. Ensure the quality and standard of catering according to the guest's meal fee level. Meals should not only reflect local characteristics, but also suit guests' tastes. The drinks and food provided must comply with the provisions of the Food Hygiene Law of People's Republic of China (PRC) to prevent food poisoning and other accidents.

Twenty-sixth should have perfect safety measures to ensure the personal and property safety of guests. The front desk should have facilities for keeping valuables, and have perfect storage and collection procedures. A schematic diagram of safe evacuation should be placed in the guest room, and the floors and public places should have passages showing safe evacuation, and the evacuation passages and exits should be kept clear. Before leaving the store, the luggage should have a perfect handover procedure.

Third, the basic standards of foreign-related automobile service to guests

Twenty-seventh to firmly establish the idea of "safety first". Conduct regular safety education and establish a vehicle safety inspection system. Before leaving the car every time, carefully check the condition of the vehicle, especially the safety components such as engine, steering, brake and signal. It is forbidden for vehicles with mechanical failure to perform tasks.

Twenty-eighth drivers should dress neatly, pay attention to gfd, and provide quality services to guests with civilized honorifics, full work enthusiasm and good mental outlook. We should consciously abide by the traffic rules, do not drive illegally and do not drink and drive.

Twenty-ninth vehicles should run smoothly, and should choose the best route to reduce bumps. In case of bad weather, or driving on rivers, steep slopes and roads with many turns, take necessary safety measures to ensure driving safety. Don't risk driving on the ice.

Thirtieth pick-up guests should arrive at the designated place in advance. When a guest is sightseeing or shopping, the driver shall not stay away from the vehicle, and shall not use the horn to urge the guest to get on the bus.

Article 31 ensure the safety of guests' property. When the guests get off for sightseeing or shopping, the driver should check whether the doors and windows are closed and remind the guests to take valuables with them. After the guest activity, the driver should clean the carriage in time and return the items forgotten by the guests in time.

Thirty-second drivers who carry out the task of picking up and dropping off luggage should go through the handover procedures with their entourage and carefully count the number of luggage, and there must be no mistakes.

Thirty-third non-working personnel are not allowed to take the guest vehicle. When you visit, you should follow the schedule and route determined by the travel agency. In case of special circumstances, if it is really necessary to change the itinerary, you should first obtain the consent of the team leader and his entourage, and you are not allowed to change the route and activity arrangement without authorization. Guests are not allowed to dine or shop in non-designated restaurants or shops without authorization.

Thirty-fourth drivers should establish noble professional ethics, strictly abide by foreign affairs discipline, abide by laws and regulations, and are not allowed to ask for tips, deduct money without permission, exchange foreign exchange or make other improper demands, and do nothing that harms the dignity and personality of the country.