Traditional Culture Encyclopedia - Travel guide - I urgently need a tourist customer service management system! ! Please help someone who has this experience!
I urgently need a tourist customer service management system! ! Please help someone who has this experience!
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1. Overview of Public Security Management in Tourism and Accommodation Industry
Public security is good, and tourism is booming. This is a well-known truth. Since the reform and opening up, China's tourism industry, including tourism accommodation industry, has developed greatly, with social stability and good public security. The sense of security for tourists is one of the basic conditions for the development of tourism. In particular, the safety situation of tourism and accommodation industry is very important to the development of tourism. Therefore, our country attaches great importance to the public security management of tourism accommodation industry. 1approved by the State Council on September 23, 987, 1987+65438+654381October 30, the Ministry of Public Security issued the Measures for the Administration of Public Security in Hotel Industry (hereinafter referred to as the Measures), which is the basic administrative regulation of public security management in China's tourism and accommodation industry.
2. The main contents of public security management of tourist accommodation.
(1) Public Security Management of Tourism Accommodation Enterprises
The "Measures" stipulate that to start a hotel, its buildings, fire-fighting equipment, entrances and exits, passages, etc. must comply with the relevant provisions of laws and regulations on fire control and public security, and must have the necessary anti-theft safety facilities. This regulation is to ensure the normal operation of hotel enterprises and the safety of passengers' lives and property. The application for opening a hotel should be approved by the competent department, signed by the local public security organ, applied for registration with the administrative department for industry and commerce, and obtained a business license before it can start business. In case of closure, work change, merger, relocation, name change, etc. Hotels that have been approved to start business shall report to the local county, municipal public security bureau and public security bureau for the record within three days after the administrative department for industry and commerce handles the change registration. The reason why this provision is made is from the perspective of public security management, which is convenient to grasp the relevant situation of hotels and strengthen the public security management of hotels.
(two) the public security management of hotel operation must abide by the laws of the state, establish various safety management systems, establish public security organizations or designate security personnel. There are various forms of tourist accommodation enterprises in China, such as hotels, guesthouses, guest houses and inns. Anyone who engages in tourist accommodation business must set up public security departments, such as hotel security departments, according to the Measures. In order to strengthen public security management, the "Measures" stipulate that hotels must register for receiving passengers' accommodation; At the same time, when the passengers check in, the hotel must check the identity documents of the passengers and ask the passengers to register truthfully according to the specified items. When a hotel receives overseas travelers, in addition to the above-mentioned items of checking identity documents and truthfully registering, it shall also submit an accommodation registration form to the local public security organ within 24 hours.
When staying in a hotel, passengers often carry some things with them. In order to ensure the safety of passengers' belongings and reduce the occurrence of public security cases such as theft and theft, the Measures stipulate that hotels must set up safes, lockers or insurance rooms for passengers' belongings, and designate special personnel to take care of them. A strict and complete system of registration, collection and handover should be established for the property deposited by passengers. This regulation is absolutely necessary, because in hotels, the loss of passengers' property often occurs, causing disputes between passengers and hotels. The establishment of property custody system in hotels can reduce the occurrence of such disputes.
The hotel shall take good care of the articles left by the passengers and try its best to return them to their original owners according to the addresses left by the passengers. If the owner of a cultural relic is unknown, it should be exposed and claimed. If the claim is still unclaimed for 3 months, it should be registered according to the items found and sent to the local public security organ for handling. This kind of treatment is not only the requirement of socialist morality in China, but also the provisions of laws and regulations. The hotel shall promptly report to the public security organ for handling the prohibited items and suspicious crystals left by passengers. At the same time, in the course of hotel operation, if passengers are found to be carrying prohibited inflammable, explosive, toxic, corrosive and radioactive dangerous goods into the hotel, they must be stopped in time and reported to the public security organs to avoid safety accidents. The public security organ may, in accordance with the relevant provisions of the Regulations of the People's Republic of China on Administrative Penalties for Public Security, impose administrative penalties on passengers who illegally bring the above-mentioned dangerous goods into the hotel. Those who cause serious accidents and serious consequences and constitute a crime shall be investigated for criminal responsibility by judicial organs according to law.
(three) the management of entertainment service places such as song and dance halls established by hotel enterprises.
With the development of tourism, hotels have changed from simply providing accommodation and catering services to providing accommodation, catering, entertainment, fitness and other services, especially tourist star hotels are required to provide the above services. In this regard, the "Measures" stipulate that the establishment of entertainment service places such as dance halls and music cafes in hotels should be managed in accordance with the relevant provisions of the state and local governments in addition to the implementation of the relevant provisions of the "Measures". The State Council1999 issued the Regulations on the Administration of Entertainment Places on March 26th. The main contents of the Regulations on the Administration of Entertainment Places are as follows: ① Entertainment places are forbidden to engage in the following activities: first, they oppose the basic principles determined by the Constitution; Second, endangering national sovereignty and territorial integrity; Third, endangering national security, interests or social stability; Fourth, inciting ethnic divisions, infringing on the customs and habits of ethnic minorities and undermining national unity; Fifth, promoting obscenity, pornography, superstition or exaggerating violence, which is harmful to consumers' physical and mental health; Sixth, it violates social morality or slanders or insults others. (2) Any unit shall not engage in recreational activities without being audited by the departments of culture, public security and health and obtaining a business license. (3) All kinds of entertainment items and services provided by entertainment places must be clearly marked. (four) entertainment venues shall not set up and use electronic game machines with gambling functions. (5) Song and dance entertainment places shall not accept minors. Employees in entertainment places shall hold resident identity cards; Among them, migrant workers should also hold temporary residence permits and work certificates. Foreigners and other foreigners who are employed in entertainment places shall obtain employment certificates for foreigners in accordance with relevant state regulations.
The Regulations stipulate the establishment, business activities and public security management of business units of entertainment places. Hotel enterprises must abide by these provisions when setting up entertainment places.
(4) It is strictly forbidden to engage in illegal and criminal activities such as prostitution, whoring, gambling, drug abuse and spreading obscene articles in hotels.
Hotels are public places open to the public. Anyone with a valid certificate can stay, eat and entertain in the hotel. Therefore, it is inevitable that some lawless elements will blend in and carry out some illegal and criminal activities. To this end, the "Measures" stipulate that illegal and criminal activities such as prostitution, whoring, gambling, drug abuse and dissemination of obscene articles in hotels are strictly prohibited. For the above-mentioned illegal and criminal activities, the public security organ may punish the relevant personnel in accordance with the relevant provisions of the Regulations of the People's Republic of China on Administrative Penalties for Public Security. If the circumstances are serious enough to constitute a crime, criminal responsibility shall be investigated by judicial organs in accordance with the Criminal Law of People's Republic of China (PRC).
Hotel staff should report to the public security organ immediately when they find criminals, suspicious persons and criminals wanted by the public security organ in their work, and must not conceal or withhold information. If the hotel staff find that the criminals are ignorant or hide their cover, the public security organs can punish them as appropriate. If the person in charge of the hotel participates in illegal and criminal activities, the hotel it operates will become a place for criminal activities. The public security organ shall not only investigate its criminal responsibility according to law, but also deal with the hotel in conjunction with the administrative department for industry and commerce.
(five) the public security organs of the hotel security management responsibilities.
The public security organ is the public security department in charge of the tourism and accommodation industry, and shall have the following responsibilities according to law:
(1) Guide and supervise the hotel to establish various safety management systems and implement safety precautions;
(2) Assist the hotel to train employees in safety business knowledge;
(3) Punish criminals who infringe upon the legitimate rights and interests of hotels and passengers according to law.
When performing official duties in hotels, public security personnel should show their certificates, act in strict accordance with the law, treat people with civility and courtesy, and safeguard the normal operation of hotels and the legitimate rights and interests of passengers. Hotel staff and passengers should give assistance and make joint efforts to maintain and improve the public security management of the tourism and accommodation industry.
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