What criteria are used to determine the "star rating" of a hotel?

Evaluation standard of star-rated hotels

I. Overview of star rating system of tourist hotels

In China's tourism accommodation industry, tourist hotels are the main body and play an extremely important role in the development of China's tourism industry. It is an international practice to evaluate the star rating of tourist hotels. The implementation of this system can not only make the hotel management move towards the goal of standardization and scientificity, but also facilitate the choice of tourists. The star system is an international symbol, which uses "star" to mark the hotel's grade and "star" to reflect the hotel's hardware and software level. With the development of China's tourism industry, 1988, in August, China National Tourism Administration, referring to international standards and combining with China's national conditions, formulated and issued "Regulations on Star Rating of Foreign Hotels in People's Republic of China (PRC)" and "Standards for Star Rating of Foreign Hotels in People's Republic of China (PRC)", and began to implement the star rating system in China. 1998, according to the practice of star rating in 10, the above regulations and standards were revised again.

Second, the main content of the star rating system

(1), star classification and evaluation basis

According to the "Regulations on star rating of foreign-related tourist hotels in People's Republic of China (PRC)" (hereinafter referred to as the "Regulations on star rating"), the star rating of tourist hotels is implemented in a five-star system, which is divided into one-star pick-up hotels, two-star hotels, three-star hotels, four-star hotels and five-star hotels. The five-star classification of tourist hotels is based on the following five items:

(1), hotel building, installation, equipment and facilities;

(2) Maintenance status of hotel facilities;

③ the management level of the hotel;

④ The service quality of the hotel;

⑤ Hotel services.

(2) The star range of tourist hotels.

According to the evaluation regulations, all state-owned, collective, Sino-foreign joint ventures, Sino-foreign cooperation and wholly foreign-owned hotels (or hotels, resorts, etc.). ) Those who have been engaged in receiving foreigners, overseas Chinese, compatriots from Hong Kong, Macao and Taiwan and domestic citizens in China and have officially started business for more than 1 year can apply for star rating.

As can be seen from the above evaluation range, the range of tourist hotels eligible to apply for star rating is relatively wide. By evaluating the hotel's star rating, it can not only improve the hotel's hardware and software level, but also make star-rated tourist hotels play a role in promoting the development of other tourist accommodation facilities to standardized services in the tourism accommodation industry.

(3), star rating agencies and their division of labor.

In China, the leading organization for star rating of tourist hotels is the National Tourism Administration. Under the unified leadership of the National Tourism Administration, all provinces and autonomous regions; The tourism bureau of the municipality directly under the central government shall set up a hotel rating agency to be responsible for the star rating of tourist hotels within its administrative area. According to the "Evaluation Regulations", the National Tourism Administration set up a hotel star rating agency to be responsible for the star rating of national tourist hotels, specifically for evaluating four-star and five-star hotels; Hotel rating agencies in provinces, autonomous regions and municipalities directly under the Central Government are specifically responsible for the evaluation of one-star, two-star and three-star hotels in the region, and the evaluation results are reported to the national tourist hotel rating agencies for the record. After the evaluation of three-star hotels in this area, it shall be reported to the hotel star rating agency of the National Tourism Administration for confirmation, and be responsible for recommending four-star and five-star hotels to the hotel star rating agency of the National Tourism Administration.

(4) star rating method of tourist hotels.

The star rating of tourist hotels is comprehensively evaluated by combining the necessary conditions of star hotels with inspection scores. The so-called necessary conditions for reclamation hotels refer to the inspection scores of building facilities and equipment, maintenance, cleanliness, service quality and guest satisfaction of star-rated hotels.

In the hotel star rating, generally speaking, the house rating obtained by the hotel shows that all the buildings, facilities and services of the hotel are at the same level. However, if a hotel is composed of several buildings with different equipment and facilities standards, the hotel rating agency can rate each building according to the actual standards, that is, different buildings in the same hotel may be rated as different stars. However, after the star rating, buildings with different stars may not continue to use the same hotel name, otherwise the star rating of the hotel will be invalid. For example, a hotel named Riverside consists of three different buildings. In the star rating, the main building of the hotel was rated as three-star, and the other two buildings were rated as two-enclosure first-class and one-bedroom first-class respectively. In this case, buildings rated as two-star and one-bedroom buildings may not continue to use the name of "Riverside" hotel; Otherwise, the three-star hotel of Binjiang Hotel is invalid.

After obtaining the star rating, tourist hotels need to close some service facilities and equipment specified in the star rating standard, or cancel or change some work items specified in the star rating standard, which must be approved by the hotel star rating agency; Otherwise, the star rating of the hotel is invalid.

In addition, after obtaining the star rating, tourist hotels must apply to the hotel star rating agency for re-rating the star rating because of changes in building standards, facilities and equipment standards, and work items. Otherwise, the original star rating of the hotel is invalid.

(5) star inspection of tourist hotels

The star inspection of tourist hotels implements the star shop inspector system. The inspector of star-rated meals is divided into two levels: national inspector and local inspector. National inspectors are responsible for the inspection before and after the star rating of all star-rated hotels in China; Local inspectors are responsible for the inspection of star-rated hotels in the region before and after star rating.

As the star inspectors of tourist hotels are entrusted by star rating agencies, higher requirements are put forward for the inspectors, mainly:

(1), must be a professional engaged in hotel industry management in the tourism administration department.

(2), have a high level of political thought, love tourism, good ideological and moral character, can be selfless, impartial, serious and strict.

(3), have a certain level of policy, strong legal concept, can strictly enforce laws, regulations and discipline.

(4) Have rich hotel business knowledge and fully grasp the national standard of Star Classification and Evaluation of Foreign-related Hotels in Tourism.

⑤ Have certain organization and coordination ability, ability to analyze and study problems, and certain oral and written expression ability.

In addition, the national inspection personnel are required to have technical (business) titles or strong experience and ability in hotel administration.

According to the "Evaluation Regulations", star inspectors of tourist hotels must pass the national unified training and assessment before they can receive the inspection certificate of national or local hotel star inspectors. Inspectors at all levels who have obtained the inspection certificate are re-examined every two years. Those who fail the second interview will be disqualified.

Under the unified leadership and organization of the National Tourism Administration and the star rating agencies of foreign-related tourist hotels in all provinces, autonomous regions and municipalities directly under the Central Government, the star inspectors of tourist hotels shall evaluate the foreign-related tourist hotels applying for star rating and exercise their inspection functions. When inspecting a hotel, the inspector must not only hold an inspection certificate, but also have a letter of introduction from a star rating agency, otherwise the identity of the inspector will be invalid.

There are two ways for star inspectors of tourist hotels to inspect hotels: pre-evaluation and post-evaluation. Pre-evaluation inspection refers to the on-site inspection of hotels applying for star rating by inspectors appointed by star rating agencies according to the contents listed in "Star Rating and Classification of Foreign-related Hotels in Tourism"; Post-evaluation inspection refers to regular and irregular inspections and unannounced visits by inspectors appointed by star rating agencies to hotels with star ratings. The purpose of the inspection is to verify whether the hotel has maintained its original level in terms of facilities, equipment, service items, maintenance and cleanliness after receiving the star rating; The purpose of unannounced visits is to supervise and check whether the hotel has maintained its original service quality level after obtaining the star rating. Inspectors at all levels in the hotel star rating work, to adhere to the principle, impartial, do not accept special treatment, do not accept gifts, to strictly abide by the relevant provisions. Star rating agencies at all levels have the right to criticize, warn and disqualify inspectors who violate discipline, abuse their powers, engage in malpractices for selfish ends or neglect their duties until they are investigated for legal responsibility.

(6) star rating and processing system of tourist hotels

After the star-rated tourist hotel, it is not once and for all. According to the Evaluation Regulations, hotels rated as star-rated shall be re-examined at least once a year. The review work shall be organized and implemented by the hotel star rating agencies of the tourism bureaus of all provinces, autonomous regions and municipalities directly under the Central Government, and the hotel star rating agencies of the National Tourism Administration shall conduct the review in a planned and focused way.

The review is conducted in a combination of regular and unannounced visits. For star-rated hotels that fail to meet the star-rated standards after review, the specific treatment measures are as follows:

(1), after review, if the star-rated hotel fails to meet the prescribed standards, the star-rated hotel assessment agency may issue a warning notice, informed criticism, reduce or cancel the star rating according to the specific situation.

(2) After receiving the warning notice, the informed criticism, and the notice to reduce or cancel the star rating, the hotel must seriously improve its work and report the improvement to the hotel star rating agency that issued the above notice within the prescribed time limit.

(3) Hotels that receive warning notices no more than twice (including twice) within one year can continue to maintain their original star rating; If a tourist hotel star rating agency receives three warning notices within one year, it will reduce or cancel its star rating and announce it to the public.

(four) the hotel whose star rating has been reduced or cancelled shall not be resumed within six months from the date of reduction or cancellation. You can apply for star review after half a year.

According to the Evaluation Regulations, the star rating agencies of foreign-related tourist hotels have the following powers, which can issue warning notices, informed criticism, reduce or cancel the star rating:

(1), one-star, two-star and three-star hotels fail to meet the prescribed standards, the hotel star rating agencies of the tourism bureaus of all provinces, autonomous regions and municipalities directly under the Central Government have the right to issue a warning notice, and informed criticism will reduce or cancel its star rating, and report to the hotel star rating agencies of the National Tourism Administration for the record.

(two) four-star, five-star hotel does not meet the prescribed standards, the provinces, autonomous regions and municipalities directly under the central government, the star rating agencies have the right to issue a warning notice, informed criticism, and report to the National Tourism Administration hotel star rating agencies for the record; If the star rating is reduced or cancelled, it must be reported to the hotel star rating agency of the National Tourism Administration for approval.

According to the problems found in the inspection of star-rated hotels, the hotel star rating agencies of the National Tourism Administration have the right to directly issue a warning notice, informed criticism, reduce or cancel the star rating after notifying the relevant provincial hotel star rating agencies.

(4) If a major accident occurs in each star-rated hotel, causing adverse effects, the star rating agencies of foreign-related tourist hotels at all levels can directly reduce or cancel their star rating (the handling authority is the same as above).

The hotel can apply for star rating one year after its opening, and after being approved by the 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.

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.

Trial star rating

As a supplement to the star rating, its rating is the same as the star rating.

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.

One-star hotels should have heating and refrigeration equipment adapted to the local climate; 16 hour hot water supply; At least 15 rooms (sets) can be rented; Rooms and bathrooms should be thoroughly arranged once a day, and sheets, sheets and pillowcases should be replaced every other day or at the request of guests, and every guest must replace them; Able to provide services in English.

Two-star hotels need wake-up service on the basis of the above (the same below); 18 hour hot water supply; At least 20 rooms (sets) are available for rent; There are international and domestic long-distance calls, which can be dialed by dialing or using prepaid telecom cards; There is a color TV; Change sheets, sheets and pillowcases every day or at the request of guests; Provide laundry service; Provide food delivery service at the request of guests; Buildings with 4 floors and above have passenger elevators.

Three-star hotels should have full-time luggage porters and special luggage carts, and provide luggage service for guests 18 hours; There is a small luggage storage place; Provide credit card settlement services; At least 30 rooms (sets) can be rented; No less than 16 TV channels; 24-hour hot water and drinking water, free tea or coffee, 70% rooms have mini refrigerators; Provide message and wake-up service; Provide wet washing, dry cleaning and ironing services for clothes; Provide shoeshine service; The service personnel have special dressing rooms, public toilets, bathrooms, restaurants, dormitories and other facilities.

Four-star hotels need central air conditioning (except villa resort hotels); Music system with background; /kloc-provide foreign currency exchange service for 0/8 hours; At least 40 rooms (sets) are available for rent; 70% guest room area (excluding bathroom) is not less than 20 square meters; Providing Internet access services; The bathroom has a telephone and a hair dryer; There is a mini-bar in the guest room; Dining room tableware is configured in complete sets according to Chinese and western habits, without damage; There are a large number of high-quality passenger elevators in buildings above 3 floors, and the cars are elegantly decorated; Purchase tickets for transportation, movies, visits, etc. Provide sightseeing services in the city; Services can be provided in Mandarin and English, and services can be provided in a second foreign language if necessary.

In addition to luxurious interior decoration, five-star hotels require 70% room area (excluding bathrooms and corridors) not less than 20 square meters; At least 40 rooms (sets) are available for rent; Indoor high-grade carpet, or decorated with high-quality wooden floor or other high-grade materials; Each room is equipped with a mini safe; There is an emergency room.

Platinum five-star hotel requires more than two years of five-star hotel qualification; Geographical location in the central business district or bustling area of the city, the traffic is very convenient; The architectural theme is distinct and the appearance is unique, which helps to establish the image of tourist destination; The internal functional layout and decoration can be combined with the local history, culture and natural environment to properly express and contrast its theme atmosphere; In addition to the magnificent entrance and entrance, the overall atmosphere of the hotel is extremely luxurious; All kinds of facilities are well equipped and of first-class quality; The main area of the hotel has an automatic temperature and humidity control system; It has a special service area for the executive floor with reasonable location, complete functions, elegant taste and gorgeous decoration, and provides at least 24-hour butler service for the executive floor;

And at least 5 of the following items:

A. The area of ordinary guest rooms is not less than 36 square meters;

B there are high-class western restaurants with reasonable layout, luxurious decoration, elegant style and international standards, which can provide formal western-style dinners and banquets;

C. There is an independent closed bar with reasonable location, elegant decoration and strong atmosphere;

D a banquet hall with a clear height of not less than 5 meters and a capacity of at least 500 people;

E. The international recognition is extremely high, and the average income of each rentable room ranks in the forefront of local hotels with the same star level for three consecutive years;

F there are special supporting facilities with spectacular scale, unique concept, scientific layout, elegant decoration and outstanding performance.

The national tourist hotel star rating agencies are responsible for star rating, formulate implementation measures and inspection rules for star rating, authorize and supervise the star rating agencies of tourist hotels below the provincial level to carry out star rating, and organize the evaluation and review of five-star hotels.

The star rating agencies of tourist hotels in other cities or administrative regions shall, under the authorization of the national star rating agencies of tourist hotels and the supervision of the provincial star rating agencies in the region, implement the star rating and review of tourist hotels in the region.

Respondents: Michael ee 372 1- Great Magician 13 10-24 09:5 1.

Approved by the leaders of the State Council, referring to the international hotel evaluation standards, combined with the actual situation in China, the National Tourism Administration has formulated the "Star Standard for Foreign Hotels in People's Republic of China (PRC)":

One Inn Hotel

The building structure is good, the interior and exterior decoration adopts ordinary building materials, and there is a lobby with a certain area. There are at least 20 rooms for rent, 75% rooms have toilets, 12 hours hot and cold water supply, restaurants and other facilities to meet the needs of economic tourists.

Two-star hotel

The building structure is good, the interior and exterior decoration are made of good building materials, and the lobby has a certain hotel atmosphere. At least 20 rooms are available for rent, with matching furniture, 95% rooms have bathrooms, and 16 hours provides hot and cold water. There are large restaurants, shopping malls, post and telecommunications, barber shops, which basically meet the living requirements of tourists.

Three star hotel

The building structure is good, the interior and exterior decoration are made of high-grade building materials, the layout is basically reasonable, the appearance has certain characteristics or local ethnic styles, the hall is beautifully decorated, the standard rooms are beautifully decorated, all have bathrooms, and hot and cold water heating and air conditioning, direct dial telephone and color TV are provided within 24 hours, and the equipment is complete. There are large and small restaurants offering Chinese and western dishes, as well as conference rooms, recreation halls, bars, cafes, beauty salons, fitness rooms and other facilities. This kind of hotel has a large number, a certain level of service and moderate price, which is very popular in the world and welcomed by tourists.

High comfort hotel four - star hotel

The appearance of the hotel is very unique, or it has a distinctive local ethnic style. Luxurious decoration, elegant hall atmosphere, perfect service facilities, elegant environment and excellent service will enable visitors to enjoy higher material and spiritual enjoyment after entering the store, mainly to meet the high consumption of tourists with higher economic status.

five-star hotel

Hotel building equipment is very luxurious, the lobby has a luxurious atmosphere, beautiful environment, more perfect facilities, bathrooms have luxury equipment such as shower, steam bath, automatic massage tub, as well as modern equipment such as computers, refrigerators and other high-end facilities.