Five-star: ★★★★★★★★ China's foreign tourism [3] Hotels are divided into five grades, namely, one-star, two-star, three-star, four-star and five-star. The higher the star rating, the higher the grade of the hotel. The classification of hotel stars is based on the hotel's construction, decoration, facilities, equipment, management and service level. The specific evaluation methods shall be implemented in accordance with the evaluation standards of facilities and equipment, maintenance and repair of facilities and equipment, cleanliness and hygiene, and guest opinions issued by the National Tourism Administration. The basic requirements of five-star foreign-related tourist hotels are summarized as follows:

[Edit this paragraph] (1) Overall basic requirements of the hotel

1. The functions of the hotel are reasonably divided and the facilities are convenient and safe to use. 2. The indoor and outdoor decoration of the hotel is high-grade, and luxury materials are selected for construction and decoration. 3. The graphic symbols of hotel public information meet the standard of LB/AT00 1. 4. There is a central air conditioning system. 5. A background sound system. 6. There is a computer management system suitable for five-star hotels.

[Edit this paragraph] (2) Basic requirements of hotel reception hall

1. The reception hall is spacious, luxuriously decorated and well lit. 2. There is a general service desk suitable for the hotel scale and five-star. The main service desk is marked in Chinese and English, and the reception, inquiry and checkout are set up in different sections, and the staff is on duty 24 hours a day. 3. Provide message service, one-time ordinary bill settlement service, credit card service and 24-hour foreign currency exchange service. 4. The front desk provides hotel service publicity materials, hotel price lists, Chinese and English traffic maps of the city, national tourist traffic maps, introductions of tourist attractions in the city and the whole country, timetables of various means of transportation, newspapers and magazines, etc. 5. It can directly accept domestic and international 8-hour room reservation, and is equipped with a safe that the hotel and guests can open at the same time, a doorman, a full-time bellboy, a duty manager and a lobby manager. 6. Set up a guest lounge in the non-business area, provide in-store tracing service and arrange taxi service, and set up ramps and wheelchairs for disabled people in the lobby and main public areas. 7. It can provide services in at least two foreign languages (English is the necessary language), the switchboard can provide services in at least three foreign languages (English is the necessary language), and all instructions and services are expressed in at least two languages: Chinese and English.

[Edit this paragraph] (3) Basic requirements for guest rooms

1. At least 40 rooms (sets) can be rented, and 70% of the rooms have an area of not less than 20 square meters (excluding bathrooms and corridors). At least five luxury suites provide rooms for people with disabilities. 2. The rooms are luxuriously decorated, equipped with luxurious upholstered beds, writing desks, wardrobes and hangers, coffee tables, seats, bedside tables, bedside lamps, table lamps, floor lamps, full-length mirrors, luggage racks and other advanced supporting furniture. 3. The floor, wall and ceiling of the bathroom are decorated with luxurious building materials with good ventilation facilities.11220v power socket, telephone accessories, hair dryer, weighing scale. Install advanced toilets. Dressing table, bathtub with shower head, shower curtain and clothesline, providing hot and cold water 24 hours a day. There are direct dial domestic and international telephones, color televisions, audio equipment and closed-circuit television systems. There are not less than 16 broadcast channels, at least 2 self-run programs and more than 2 foreign language satellite TV channels, which bring convenience to foreign tourists. 5. There are five-star stationery, turndown service, 24-hour hot and cold drinking water and ice cubes, free tea or coffee, mini-bar in the room, and 24-hour Chinese and Western breakfast and dinner delivery service. 6. Provide wake-up call service, message service, wet washing, dry cleaning, ironing and mending of clothes, and provide shoeshine service. 7. Rooms and bathrooms should be thoroughly cleaned every day, sheets and pillowcases should be replaced every day, and room supplies and consumables should be replenished every day.

[Edit this paragraph] (4) Basic requirements for catering

1. There are Chinese restaurants with reasonable layout and luxurious decoration, which can provide Chinese food with at least two flavors. There is a western restaurant with reasonable layout and luxurious decoration, and a special western kitchen. There is a unique and elegant coffee shop that can provide buffet breakfast and western-style dinner. There is a proper small banquet hall and a closed bar. Supervisors, foremen and waiters in restaurants and bars can provide services in English. 6. The kitchen cold dish room and pastry room are separated independently, with sufficient air conditioning equipment, air disinfection facilities between cold dishes, isolation between rough machining room and operation room, sufficient cold storage, special facilities for placing temporary garbage and keeping them closed.

[Edit this paragraph] (5) Basic requirements for public areas

1. There are enough parking lots, high-quality passenger elevators, high-grade car decoration and service elevators. There is a public telephone and a local telephone book. 3. Men's and women's toilets are separated. 4. There are shopping malls selling daily necessities, souvenirs, handicrafts and other commodities. There is a business center that sells stamps, sends letters, handles telegrams, telexes, faxes, photocopies, international long-distance calls, domestic baggage consignment, film development, etc. Provide typing service. 6. There is a clinic. 7. Provide ticket purchasing services, such as purchasing transportation, movies and visits. 8. Provide sightseeing service in the city. 9. Emergency power supply lines and emergency lighting.

Evaluation standard of five-star hotel

6.5 five stars

A. reasonable division of functions; These facilities are convenient and safe to use.

6.5.2

The interior and exterior decoration are made of high-grade luxury materials, with exquisite workmanship and outstanding style. 6.5.3

The graphic symbols of hotel public information conform to LB/Tool.

6.5.4

There is central air conditioning (except villas and resorts), and all areas are well ventilated. 6.5.5 There is a computer management system suitable for hotel star rating. 6.5.6 Music system with background.

6.5.7

The lobby a is spacious and suitable for reception capacity; B. Luxurious atmosphere, unique style, elegant decoration, harmonious tone and sufficient light; C. There is a general service desk suitable for the hotel scale and star rating. D the main service desk is marked in Chinese and English, and the reception, inquiry and checkout are set in different sections. The staff is on duty 24 hours a day to provide e. Message service; F. Provide one-time ordinary bill settlement service (except commodities); G. providing credit card services; H. 18h provides foreign currency exchange services; First, the reception desk provides hotel service publicity materials, hotel price lists, local traffic maps in Chinese and English, national tourist traffic maps, introductions of tourist attractions in this city and the whole country, timetables of various means of transportation, and newspapers and periodicals suitable for hotel guests; J can directly accept 18h domestic and international room reservation, and can reserve other hotel rooms in China on behalf of K. There are valuables safes opened by both the hotel and guests. The safe location is safe and hidden, which can protect the privacy of guests; L. Designate a doorman to meet the guests at 18h; M set up full-time baggage porters, equipped with special baggage carts, and provide baggage service 24 hours a day. There is a small luggage storage area, n. there is a duty manager to receive guests 24 hours a day, o. there is a lobby manager18 hours to serve in the front office; P. set up a guest rest place in the non-business area; Q. provide in-store tracking services; R. provide valet booking and taxi service; There are ramps for disabled people in the foyer and main public areas, and wheelchairs are provided. There are toilets or toilet seats for the disabled, which can provide special services for the disabled; Services cannot be provided in at least two foreign languages (English is a necessary language). All instructions and services should be expressed in at least both Chinese and English; U. The operator can provide telephone service for guests in at least three foreign languages (English is the necessary language).

6.5.8

Guest Room A. At least 40 rooms (sets) can be rented; B. 70% of the guest room area (excluding bathrooms and corridors) is not less than 20 square meters; C. Luxury decoration, including luxury upholstered bed, writing desk, wardrobe and clothes rack, coffee table, chair or simple sofa, bedside table, bedside lamp, desk lamp, floor lamp, full-length mirror, luggage rack and other advanced supporting furniture. The interior is covered with high-grade carpet or high-quality wood floor. Using regional lighting, the illumination of the target object is good; D. There is a bathroom, equipped with a high-grade pumping bucket, a dressing table (equipped with a washbasin and a toilet mirror), a bathtub with a shower head (shower head is not needed if there is a separate shower room), a shower curtain and a clothesline. Take effective anti-skid measures. The bathroom floor and wall are decorated with luxurious building materials, with elegant and soft colors, zoning lighting and good destination lighting. Have a good exhaust system, 1 10/220V power socket, telephone auxiliary machine. Equipped with hair dryer and weighing scale. 24-hour hot and cold water supply. E. there are direct domestic and international long-distance calls. There are instructions for use and a local telephone directory next to the phone; F color TV sets, audio equipment and closed-circuit television broadcasting systems are all available. There are no less than 16 radio channels, including satellite TV programs or self-made programs, with channel descriptions and program lists. The broadcast content shall comply with the regulations of China municipal government. Self-run programs have at least 2 channels, broadcast at least twice a day, and the broadcast time ends at night not earlier than1am; G. There are very effective noise prevention and sound insulation measures; H. There are inner curtains and outer sunshade curtains; First, there is a single room; J. there are suites; K. luxury suites with at least 5 rooms; L there is a special room for the disabled, and the equipment in this room can meet the general requirements of the disabled; M. stationery suitable for the hotel's own star class. There are hotel service guides, price lists, accommodation regulations, introduction of tourist attractions in this city, tourist traffic maps of this city, and newspapers and periodicals suitable for hotel guests; N The guest rooms and bathrooms on the land shall be completely sorted every day 1 time, the sheets and pillowcases shall be replaced every day, and the guest supplies and consumables shall be fully supplemented, and shall be cleaned and sorted at any time at the request of the guests, and the guest supplies and consumables shall be supplemented; Provide turndown service and place good night cards, flowers or gifts; P provide cold and hot drinking water and ice cubes for p.24h hours, and provide tea or coffee for free; Q. There is a mini-bar (including mini-refrigerator) in the guest room, which provides enough drinks, puts hard liquor in a proper position, and is equipped with drinking utensils and wine list; R. When guests receive guests in the room, they can provide additional chairs and tea service as required; Provide wake-up call service; T. providing message service; U. Provide dry cleaning, wet washing, ironing and repairing services for clothes and return them to the guests within 24 hours. 18h provides urgent service; Five, there is a room delivery menu and wine list, providing 24-hour Chinese and Western breakfast and dinner service. No less than 10 kinds of food, no less than 8 kinds of drinks and no less than 6 kinds of sweets, and there are food delivery signs that can be hung outside the door; Provide shoeshine service.

6.5.9

Restaurants and bars A. The total number of seats is suitable for the reception capacity of rooms B. There are Chinese restaurants with reasonable layout and luxurious decoration. Can provide at least two flavors of Chinese food. After dinner, guests should order food no earlier than 22: 00; C. There are high-class western restaurants with reasonable layout, luxurious decoration and elegant style, with special western-style private rooms; D there is a unique coffee shop (simple western restaurant) with elegant style and reasonable location. Buffet breakfast and western-style dinner can be provided. The business hours of coffee shops (or restaurants) shall be no less than 18h, and there shall be clear business hours; E. there is a suitable banquet hall or small banquet hall. Can provide Chinese and western banquet services; F a bar with reasonable location, elegant decoration, characteristics and independence; Supervisors, foremen and waiters in restaurants and bars can provide services in fluent English. Restaurants and bars can provide services in at least three foreign languages (English is the necessary language).

6.5. 10

Kitchen A. The location is reasonable and the layout is scientific, so as to ensure that the food delivery route is short and does not intersect with other public areas; B. Tile the wall, lay anti-skid materials on the ground and have a ceiling; C the cold dish room and pastry room are separated independently, and the air conditioning equipment is sufficient. There are air disinfection facilities in the cold dish room; D. The roughing room is isolated from the operation room, the temperature in the operation room is appropriate, and the cold air supply should be more than that in the guest room; E. there is enough cold storage; F. the location of the dishwashing room is reasonable; G. There are special facilities for placing temporary garbage and keep them closed; H between the kitchen and the dining room, there is a spring door, which is sound-proof, heat-insulating and odor-proof. First, take effective measures to kill mosquitoes, flies, bees and other pests.

6.5. 1 1

Public area with parking lot (underground parking lot or parking building); B. There are enough high-quality passenger elevators, elegant car decoration and service elevators; C. having a public telephone and a local telephone book; D. there are separate toilets for men and women; E. There are shopping malls selling daily necessities, souvenirs, handicrafts and other commodities; F There is a business center that sells stamps, sends letters, handles telegrams, telexes, faxes, photocopies, international long-distance calls, domestic baggage consignment, film development, etc. Provide typing and other services; G. there is a infirmary; H. Providing ticketing services, such as purchasing transportation, movies and visits; 1. Providing sightseeing services in the city; J there are special emergency power supply lines and emergency lighting.

6.5. 12

Select items (***78 items, at least 35 items) 6.5. 12. 1 guest room (10 items) A. Possibility inquiry services such as bills and voice mail services can be provided in the guest room through audio-visual equipment; B. the toilet has a drinking water system; No less than 50% of the rooms have separate bathrooms with showers and bathtubs; D not less than 50% of guest rooms and bathrooms have separate dry and wet areas (with independent dressing rooms); E. All suites are equipped with bathrooms for the use of the host and visiting guests; F. Set up a business floor where people can check in and check out, and there is a business center and a place for guests to rest. G. There is fax or e-mail receiving and sending equipment in the guest room on the business floor; H. provide free in-store yuan line paging service for guests; First, provide 24-hour laundry express service; J. Entrusted agency service (golden key service). 6.5. 12.2 restaurants and bars (8 items) a. There is a lobby bar; B. there is a professional teahouse; C. In addition to western restaurants, there are other foreign restaurants with special kitchens. D. There is a cake room; E. a restaurant with flavor; F. A grand ballroom with a formal banquet for at least 200 people, equipped with a special banquet kitchen; G. There are at least 10 restaurants with different flavors (except banquet halls); There is a restaurant that is open 24 hours a day. 6.5. 12.3 business facilities and services (5 items) a. provide international internet services with a transmission rate of not less than 64 kbit/s; B. Closed telephone rooms (at least 2); C. negotiation room (at least 10 people); D. provide translation, interpretation and full-time secretarial services; E. Library (with at least l000 books). 6.5. 12.4 conference facilities (item 10) A. A conference hall with at least 200 people, equipped with cloakroom B. At least 2 small conference rooms C. Simultaneous interpretation facilities (at least 4 languages); D. there are telephone conference facilities; E. There is a live video and audio relay system; F there are computers and computer projectors for rent, ordinary film projectors, slide projectors, video recorders and document shredders. G. Have a special copy room with sufficient copy equipment; H. modern electronic printing and binding equipment; First, there is a photographic film development room; There is an exhibition hall of at least 5000 square meters. 6.5. 12.5 public * * * and health and entertainment facilities (42 items). A. ballroom; B. Kara 0K hall or KTV private room (at least 4 rooms) C. Game room; D. chess room; E. cinemas; F. Regular song and dance performances; G. Multi-function hall, which can provide services such as meetings, cold meals and receptions, and can also be used as karaoke bars, dance halls and H. gymnasiums; First, massage room; J. sauna; K. steam bath; L. surfing bath; Solarium; N. Indoor swimming pool (with water surface area of at least 40 square meters), O. Outdoor swimming pool (with water surface area of at least 100 square meters); P. tennis courts; Bowling room (at least 4 lanes); R. rock climbing practice room; American squash room; T. billiards room; U. multifunctional comprehensive fitness massager; 5. Electronic simulation golf course; W. golf driving range; X. golf course (at least 9 holes), Y. track; Aa。 Racecourse; Ab。 Shooting range; Alternating current Archery range; Advertising. Actual combat simulation amusement park; Ge. Table tennis room; Af。 Ice rink; Ag。 Outdoor ski resort; Ah. Self-use bathing beach; Ai. Diving; Aj。 Surfing at sea; Ak。 Fishing; Ai. Beauty salon, am. Boutique; Ann. Independent bookstore; Oh. Independent flower shop; Associated Press. Baby care and children's recreation room. 6.5. 12.6 safety facilities (3 items) a. electronic card door lock; B. guest room valuables safe; C. self-contained power generation system.

[Edit this paragraph] (6) Service quality requirements

7. 1 Basic Principles of Service 7. 1. 1 Treat guests equally, regardless of race, nationality, country, wealth, closeness, and don't judge people by their appearance. 7. 1.2 Be polite, warm and friendly to the guests. 7. 1.3 Be honest with guests and deal fairly. 7. 1.4 Respect national customs and do not harm national dignity. 7. 1.5 Abide by national laws and regulations and protect the legitimate rights and interests of guests. 7.2 basic service requirements 7.2. 1 gfd requirements a. the gfd of service personnel is dignified, generous and neat. Service personnel should wear job badges that meet the post requirements; B. The expressions of service personnel should be natural, cordial and cordial, and smiling service should be advocated. 7.2.2 Manners require civilized manners, dignified posture, active service and compliance with post specifications. 7.2.3 Language requirements A. Language should be civilized, polite, concise and clear; Promote the use of Putonghua; C. When the questions raised by the guests can't be solved, explain patiently and don't shirk. 2.4 service business ability and skills require service personnel to have corresponding business knowledge and skills, and can skillfully use them. The service quality assurance system has a set of effective management systems and operating standards suitable for hotel operation, with inspection, supervision and treatment measures.

[Edit this paragraph] (7) Select an item

(**78 items, at least 35 items, the more items, the more upscale the hotel) Guest room (10) 1. Visual query services such as bills can be provided through audio-visual equipment in the guest room, and language mailbox services can be provided. 2. The bathroom has a drinking water system. 3. No less than 50% of the guest rooms have separate bathrooms and bathtubs. 4. Not less than 50% of the wet and dry areas of guest rooms and bathrooms. All suites have separate bathrooms for owners and visitors. 6. Set up a business floor, where you can check in and check out, with a business center and a rest place for guests. 7. Rooms on the business floor have equipment for sending and receiving faxes or emails. 8. Provide guests with free in-store wireless paging service. 9. Provide express laundry service 24 hours a day. 10, entrusted agency service. Restaurant and bar (8 items) 1, with lobby bar. 2. There is a professional teahouse. Besides western restaurant, there are other foreign restaurants with special kitchens. There is a bakery. 5. A restaurant with flavor. 6. There is a grand banquet hall that can accommodate at least 200 people for a formal banquet, with a special banquet kitchen. 7. There are at least 10 restaurants with different flavors (except the banquet hall). 8. There is a restaurant that is open 24 hours a day. Commercial facilities and services (5 items) 1. Provide Internet services with a transmission speed of not less than 64 kilobits per second ... 2. Closed telephone rooms (at least 2). 3. Negotiation room (at least 10 people). 4. Provide translation, interpretation and full-time secretarial services. 5. Library (at least 1000 volumes). Conference facilities (item 10) 1, special conference hall for at least 200 people, cloakroom. 2, equipped with at least 2 small meeting rooms. 3. Simultaneous interpretation facilities (at least 4 languages). 4. There are telephone conference facilities. 5. There is a live video and audio relay system. 6. There are computers and computer projectors for rent, ordinary movie projectors, slide projectors, video recorders and document shredders. 7, there is a special copy room, equipped with enough copier equipment. 8. Have modern electronic printing and binding equipment. 9. There is a photographic film developing room. 10, at least 5000 square meters exhibition hall. Public * * * and health and entertainment facilities (42 items) 1, dance halls 2, karaoke halls or KTV rooms (at least 4 rooms) 3, game room. 4. Chess room. 5. Shadow Theatre. 6. Regular song and dance performances. 7. Multifunctional hall, which can provide services such as meetings, buffets and cocktail parties, and can also be used as karaoke bars and dance halls. 8. The gym. 9. Massage room. 10, sauna. 1 1, steam bath. 12, surfing bath. 13, solarium. 14, indoor swimming pool (with a water area of at least 40m2). 15, outdoor swimming pool (water area at least 100 m2). 16, tennis court. 17, bowling alley (at least 4 lanes). 18, rock climbing practice room. 19, squash room. 20. Billiards room. 2 1, multifunctional comprehensive fitness massage bracket. 22. Electronic simulation golf course. 23. Golf driving range. 24. Golf course (at least 9 holes). 25. Circuit. 26. Parks. 27. Racecourse. 28. shooting range. 29. Archery range. 30. Actual combat simulation amusement park. 3 1, table tennis room. 32. Ice rink. 33. Outdoor ski resort. 34. Self-use bathing beach. 35. diving 36. Surfing at sea. 37. Fishing. 38. beauty salon. 39. Boutiques. 40. Independent bookstores. 4 1, independent flower shop. 42. Baby care and children's recreation room. Safety facilities (3 items) 1, electronic card door lock. 2. Guest room valuables insurance. 3. Self-provided power generation system.