Service quality requirements of tourist shopping places

The author has discussed the service standard planning of tourist resorts with many friends in the cultural tourism industry, and the result is very disappointing. People pay too much attention to things and can't do anything at all.

The author has drawn up a basic service quality standard for tourist resorts, paying attention to practicality and landing, hoping to help everyone.

Specification for service quality of XX tourist resort

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purpose

In order to standardize the quality of tourist services in resorts and improve the service quality, this specification is formulated.

0 2

application area

This standard specifies the basic requirements for service facilities, safety management, health management, service personnel, service quality, quality monitoring and evaluation of tourist resorts.

This standard is applicable to tourists of XX Group Resort.

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Normative citation document

Terms in the document become terms in this standard by referring to this standard. 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.

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general requirements

1) The tourist resort is managed by multiple departments, and the responsibilities and coordination methods among the departments should be clarified.

2) The tourism management department of the resort should formulate quality policies and quality objectives that conform to its own characteristics and meet the needs of tourists, including safety, hygiene, service and management, and organize their implementation.

(3) Complete tourism quality, emergency plan, safety, health, service, management and other tourism statistical management norms should be formulated, and seriously organized and implemented, and complete records and summaries should be made.

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service facility

1) public facilities

1, service desk

1) The service desk should be located in a prominent position with good decoration and lighting, with two or more signs in Chinese and English.

2) Provide resort publicity materials, price lists of various services and local tourist traffic maps.

2. Parking lot

1) A parking lot suitable for its scale should be set up in the resort.

2) The parking lot floor should be flat and set up parking signs. The entrance and exit of motor vehicles should be separated from the personnel passage.

3) The parking lot should be managed and channeled by designated personnel to ensure smooth access.

4) Parking and management instructions should be set in a prominent position in the parking lot.

3. Ticket office

1) The ticket office should be located in a prominent position, with obvious signs, a good environment, a corresponding scale of tourist distribution space, rain shelter, queuing fences and other facilities.

2) The number of ticketing windows should be suitable for the number of tourists that the resort can accept, and a computer system for booking tickets should be equipped.

3) The ticket office shall announce the ticket price, ticket purchase instructions, business hours and brief introduction of the resort to tourists.

4) Set up a team reception window and a personal reception window to facilitate tourists to purchase tickets.

4, special crowd service facilities

1) Barrier-free access shall be provided at entrances and exits and important parts, except for cultural relics protection.

2) There are safe passages and facilities for the disabled.

3) The entrances, exits and necessary parts should provide articles, appliances and services with special needs for specific groups such as the elderly, children and the disabled.

5. Public service area

1) The public rest area should be reasonably laid out, fully equipped, comfortable and tidy.

2) If conditions permit, a tourist center corresponding to the scale of tourists should be set up to provide various forms of tourism services.

2) Catering and room service facilities

1, restaurant

1) There should be a Chinese restaurant with reasonable layout and decoration in line with the surrounding environment; Conditional can set up a unique and elegant coffee shop, bar or western restaurant.

2) A banquet hall or a small banquet hall can be set up to provide banquet services.

3) The kitchen matched with the dining room shall meet the hygiene requirements.

2. Guest room

1) A certain number of guest rooms should be set up according to the scale of tourists, well decorated and equipped with guest room facilities.