6.4 Four-star
6.4. 1 The hotel has reasonable layout, reasonable functional zoning, convenient facilities and safe use.
6.4.2 The interior and exterior decoration are made of high-grade materials, with exquisite workmanship and outstanding style.
6.4.3 The indication signs are clear and practical, and the graphic symbols of public information conform to GB/T/KOOC-0/000/KOOC-0/./KOOC-0/and GB/T/KOOC-0/000/KOOC-0/.2.
6.4.4 There is central air conditioning (except villa resort hotel), and all areas are well ventilated.
6.4.5 Have a computer management system suitable for this star level.
6.4.6 There is a public audio relay system; The tune and volume of the background music are appropriate and the sound quality is good.
6.4.7 Facilities and equipment shall be well maintained, noiseless, clean and effective.
6.4.8 All management systems are sound and consistent with the hotel scale and star rating.
6.4.9 All descriptions and service words shall be in at least Chinese and English.
6.4. 10 can provide Mandarin and English services, and provide a second foreign language service when necessary.
6.4. 1 1 Front Office
A. the area is spacious and suitable for the reception capacity;
B. Luxurious atmosphere, unique style, elegant decoration, harmonious tone and sufficient light;
C. There is a general service desk suitable for the scale and star rating of the hotel;
D. Each section of the main service desk is marked in Chinese and English, and the receptionist provides reception, inquiry and checkout services 24 hours a day;
E. providing message service;
F. Provide one-time ordinary bill settlement service (except commodities);
G. provide credit card settlement services;
H./kloc-provide foreign currency exchange service for 0/8 hours;
1. Provide promotional materials for hotel services, room price list, local traffic map in Chinese and English, introduction of the location and major domestic tourist attractions, timetable of major means of transportation and corresponding newspapers and periodicals;
J.24-hour room reservation;
K. Both the hotel and the guests have opened safes to store valuables. The safe location is safe and hidden, which can protect the privacy of guests;
The length is set as doorman 18 hours to receive the guests;
M Set up full-time baggage handlers, have special baggage carts, and provide baggage service 24 hours a day. There is a small luggage storage place;
Noun (abbreviation for noun) has managers on duty 24 hours a day;
O Set up a lobby manager, 18 hours on-the-job service;
Page (the abbreviation of page) sets up a guest rest place in the non-business area;
Q. Providing valet booking and arranging taxi service;
R the foyer and main public areas are equipped with ramps for the disabled, wheelchairs and toilets or toilet seats for the disabled, which can provide necessary services for the disabled.
6.4. 12 guest room
A at least 40 rooms (sets) are available for rent;
B. 70% of the guest room area (excluding the bathroom) is not less than 20 square meters;
C. Luxurious decoration, equipped with high-grade upholstered bed, writing desk, wardrobe and clothes rack, coffee table, chair or sofa, bedside table, bedside lamp, desk lamp, floor lamp, full-length mirror, luggage rack and other high-grade supporting furniture. The interior is covered with high-grade carpets, or high-quality wood floors or other high-grade flooring materials. Using regional lighting, the illumination of the target object is good;
D. The guest room door can be closed automatically, equipped with door mirror, doorbell and anti-theft device. Post an emergency evacuation map and related instructions in a prominent position;
E. There is a bathroom, equipped with a high-grade pumping bucket, a dressing table (equipped with a washbasin, a toilet mirror and necessary toiletries), a bathtub with a shower head (without a shower head if there is a separate shower room) and a shower curtain. The faucet is clearly marked hot and cold. Take effective anti-skid measures. The floor, wall and ceiling are decorated with high-grade building materials, with elegant and soft colors, zoning lighting and good destination lighting. There is a good low-noise exhaust system, and the temperature and humidity are suitable for guest rooms. There are 1 10/220V uninterruptible power sockets and telephones. Equipped with a hair dryer. 24-hour hot and cold water supply;
F. There are convenient telephones, which can directly make international and domestic long-distance calls or use prepaid telecommunication cards. With instructions for telephone use and a guide to major local telephones;
G. providing internet access services. With instructions for use;
H A color TV set with no less than 16 broadcast channels, with good picture and sound quality. With channel description; The broadcast content shall comply with the regulations of China municipal government.
A, good sound quality, audio equipment can be controlled by the guests;
J. There are noise prevention and sound insulation measures with good effect;
K for the convenience of guests, there are at least two specifications of power sockets, and socket converters are provided;
The length has an inner curtain and an outer sunshade curtain;
Meter (short for meter) has a single room;
There is a suite;
O. luxury suites with at least 3 rooms;
Page (abbreviation of page) has stationery suitable for this star level. There are service guides, price lists, accommodation instructions, local tourist attractions and tourist traffic maps, and newspapers suitable for hotel guests;
Q. The guest room and bathroom shall be cleaned/kloc-0 times a day, and the sheets, sheets and pillowcases shall be replaced every day or at the request of the guests, and the guest's articles and consumables shall be fully supplemented, and the guest's articles and consumables shall be cleaned at any time at the request of the guests;
R cotton fabrics for bed (sheets, pillows, pillowcases, quilts, quilts, etc.). ) and bathroom knitwear (bath towels, bathrobes, towels, etc.). ) good materials, exquisite workmanship, soft and comfortable;
South provides turndown service and sends good night greetings;
Provide hot and cold drinking water and ice cubes 24 hours a day, and provide tea or coffee free of charge;
Mini-bar (including mini-refrigerator) is set up in the unit room, which provides appropriate amount of wine and drinks, with drinking utensils and price list;
Verb (abbreviation of verb) provides message and wake-up service;
W. When the guest room receives guests, additional chairs and tea service can be provided upon request;
X provide dry cleaning, wet washing, ironing and mending services for clothes and return them to the guests within 24 hours. /kloc-provide express service for 0/6 hours;
Y. there is a room delivery menu and wine list, providing 24-hour Chinese and western food delivery service. There are not less than 8 kinds of food delivery dishes, not less than 4 kinds of drinks and not less than 4 kinds of sweets, and there are food delivery cards that can be hung outside the door;
Z. Provide shoeshine service.
6.4. 13 restaurants and bars
A. Chinese restaurants with reasonable layout and luxurious decoration;
B There is a unique coffee shop (or simple western restaurant) with elegant style and reasonable location. Buffet breakfast and western dinner can be provided;
C. there is a banquet hall or a small banquet hall. Can provide banquet service;
D there are special bars or tea rooms or other places where guests can rest and communicate, and wine service is provided;
E. Tableware shall be configured in complete sets according to Chinese and western habits, without damage, and shall be sanitary and bright;
F menus and wine lists shall be beautifully bound, complete and tidy, and the serving rate shall be no less than 90%.
kitchen
A. The location is reasonable and the layout is scientific, and the food delivery route does not cross other public areas;
B, wall tile, anti-skid material on the ground, geosyncline and 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 other operation rooms, and the temperature of each operation room is appropriate and the cold air supply is sufficient;
E necessary cold storage and freezing facilities are essential, and raw and cooked foods and semi-finished foods are placed in separate cabinets. There is a dry goods warehouse to clean up expired food in time;
F. the location of the dishwashing room is reasonable;
G there are special facilities for placing temporary garbage and keeping it closed, and sewage facilities (geosyncline, range hood, exhaust port, etc.). ) keep clean and unobstructed;
H. There is a sound-proof, heat-proof and odor-proof spring door between the kitchen and the dining room, which is separated from the entrance and exit and automatically closes;
First, take effective measures to kill mosquitoes, flies, cockroaches and other pests.
6.4. 15 meeting and entertainment facilities: there are meeting and entertainment facilities and equipment, and corresponding services are provided.
6.4. 16 public * * * area
A. there are enough parking lots;
B. There are a large number of high-quality passenger elevators in buildings above 3 floors, and the cars are elegantly decorated; There is also a service elevator;
C. having a public telephone and a local telephone book;
D. There are separate public toilets for men and women in all major regions;
E there are shops selling commodities such as daily necessities, souvenirs and handicrafts;
F there is a business center, which sells stamps and sends letters, and provides services such as telegraph, fax, photocopying, typing, international long-distance telephone calls and computer rental.
G. purchase tickets for transportation, movies and visits;
H. provide sightseeing services in the city;
First, the main public areas have closed-circuit television monitoring systems;
J emergency power supply system and emergency lighting facilities are available.
K. Carpets or other high-grade materials shall be laid on the floor of the corridor, and the walls shall be clean and decorated, with sufficient light for 24 hours and no obstacles. Emergency exit signs are clear and eye-catching, and the location is reasonable.
6.4. 17 There must be at least 26 selected items.
6.5 five stars
6.5. 1 The hotel has reasonable layout, reasonable functional zoning, convenient facilities and safe use.
6.5.2 The interior and exterior decoration are made of high-grade materials, with exquisite workmanship and outstanding style.
6.5.3 The indication signs are clear, practical and beautiful, and the graphic symbols of public information conform to GB/T10001.1and GB/T 1000 1.2.
6.5.4 There is central air conditioning (except villa resort hotel), and all areas are well ventilated.
6.5.5 A computer management system suitable for this star level shall be available.
6.5.6 There is a public audio relay system; The tune and volume of the background music are appropriate and the sound quality is good.
6.5.7 Facilities and equipment shall be well maintained, without noise, complete, neat and effective.
6.5.8 All management systems are sound and consistent with the hotel scale and star rating.
6.5.9 All descriptions and service terms shall be expressed in at least Chinese and English.
6.5. 10 can provide Mandarin and English services, and provide a second foreign language service when necessary.
6.5. 1 1 Front Office
A. The space is spacious, suitable for reception capacity, and will not make guests feel depressed;
B. Luxurious atmosphere, unique style, elegant decoration, harmonious tone and sufficient light;
C. There is a general service desk suitable for the scale and star rating of the hotel;
D Each section of the main service desk is marked in Chinese and English, and the receptionist provides reception, inquiry and checkout services 24 hours a day;
E. providing message service;
F. Provide one-time ordinary bill settlement service (except commodities);
G. provide credit card settlement services;
H./kloc-provide foreign currency exchange service for 0/8 hours;
1. Provide promotional materials for hotel services, room price lists, local traffic maps in Chinese and English, national tourist traffic maps, introductions to local and national tourist attractions, timetables of major means of transportation, and newspapers and periodicals suitable for hotel guests;
J.24-hour room reservation;
K. There is a safe for valuables opened by the hotel and guests at the same time. The safe is safe and hidden, which can protect the privacy of guests;
The length is set as doorman 18 hours to receive the guests;
M Set up full-time baggage handlers, have special baggage carts, and provide baggage service 24 hours a day. There is a small luggage storage place;
Noun (abbreviation for noun) has managers on duty 24 hours a day;
O Set up a lobby manager to be on duty 24 hours a day;
Page (the abbreviation of page) sets up a guest rest place in the non-business area;
Q. Providing valet booking and arranging taxi service;
R the foyer and main public areas are equipped with ramps for the disabled, wheelchairs and toilets or toilet seats for the disabled, which can provide necessary services for the disabled.
6.5. 12 guest room
A at least 40 rooms (sets) are available for rent;
B 70% of the guest room area (excluding bathroom and porch) is not less than 20 square meters;
C. Luxurious decoration with cultural flavor, comfortable mattress, writing desk, wardrobe and clothes rack, coffee table, chair or sofa, bedside table, bedside lamp, table lamp, floor lamp, full-length mirror, luggage rack and other advanced supporting furniture. The interior is covered with high-grade carpets, or decorated with high-quality wooden floors or other high-grade materials. Using regional lighting, the illumination of the target object is good;
D. The guest room door can be closed automatically, equipped with door mirror, doorbell and anti-theft device. Post an emergency evacuation map and related instructions in a prominent position;
E. There is a spacious bathroom, equipped with a top-grade pumping bucket, a dressing table (equipped with a washbasin, a toilet mirror and necessary toiletries), a bathtub with a shower head (there is no shower head in a separate shower room) and a shower curtain. Take effective anti-skid measures. The floor, wall and ceiling are decorated with luxurious building materials, with elegant and soft colors and good illumination for the target object. There is a good exhaust system, no obvious noise, and there is no obvious difference between the temperature and the guest room. There are 1 10/220V uninterruptible power sockets and telephones. Equipped with a hair dryer. 24-hour hot and cold water supply;
F. There are convenient telephones, which can be used to make international and domestic long-distance calls directly or with prepaid telecommunication cards, with telephone descriptions and local main telephone guides;
G. provide instructions for internet access services;
H A color TV set with no less than 16 radio channels, with excellent picture and sound quality. Channel descriptions are available. The broadcast content should comply with the provisions of the China municipal government;
First, there are audio equipment that guests can control, with good sound quality;
J. There are noise prevention and sound insulation measures with good effect;
K for the convenience of guests, there are at least two specifications of power sockets, and socket converters are provided;
The length is sand curtain and sunshade curtain;
Meter (short for meter) has a single room;
There is a suite;
O. luxury suites with at least 4 rooms;
Page (abbreviation of page) has stationery suitable for this star level. There are service guides, price lists, accommodation instructions, introduction of local tourist attractions (spots) and tourist traffic maps, and newspapers suitable for hotel guests;
Q. Rooms and bathrooms should be cleaned 65,438+0 times a day, and sheets, sheets and pillowcases should be replaced daily or at the request of guests, and guest supplies and consumables should be fully supplemented, and they should be cleaned at any time at the request of guests.
R cotton fabrics for bed (sheets, pillows, pillowcases, quilts, quilts, etc.). ) and bathroom knitwear (bath towels, bathrobes, towels, etc.). ) good materials, exquisite workmanship, soft and comfortable;
South provides turndown service and sends good night greetings;
Provide hot and cold drinking water and ice cubes 24 hours a day, and provide tea or coffee free of charge;
Mini-bar (including mini-refrigerator) is set up in the unit room, which provides appropriate amount of wine and drinks, with drinking utensils and price list;
Verb (abbreviation of verb) When the guest room receives guests, extra chairs and tea service can be provided upon request;
W. provide wake-up, information and voice mail services;
X. Provide dry cleaning, wet washing, ironing and repairing services for clothes and return them to the guests within 24 hours. /kloc-provide express service for 0/8 hours;
Y. there is a room delivery menu and wine list, providing 24-hour Chinese and western food delivery service. There are not less than 8 kinds of food delivery dishes, not less than 4 kinds of drinks and not less than 4 kinds of sweets, and there are food delivery cards that can be hung outside the door;
Z. Provide shoeshine service.
Restaurant and bar room
A. There are Chinese restaurants with reasonable layout and luxurious decoration.
B there are professional foreign-related restaurants with reasonable layout, luxurious decoration and elegant style, equipped with characteristic kitchens;
C There is a unique, elegant and reasonably located coffee shop (or simple western restaurant) that can provide buffet breakfast and western-style dinner. The business hours of coffee shops (or restaurants) shall be no less than 18 hours, with clear business hours;
D There are more than three banquet halls or small banquet halls. Can provide banquet service;
E. There are special bars or tea rooms or other places where guests can rest and communicate, and wine service is provided;
F. Tableware is configured in complete sets according to Chinese and foreign customs, with high-grade materials, exquisite workmanship, distinctive features, no signs of damage and wear, bright and clean sanitation;
G menus and wine lists shall be beautifully bound, complete and tidy, and the serving rate shall be no less than 90%.
kitchen
A. The location is reasonable and the layout is scientific, and the food delivery route does not cross other public areas;
B, wall tile, anti-skid material on the ground, geosyncline and 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 there are places and facilities for the second dressing in the cold dish room;
E. The roughing room is isolated from other operation rooms, and the temperature of each operation room is appropriate and the cold air supply is sufficient;
F necessary cold storage and freezing facilities are essential, and raw and cooked foods and semi-finished foods are placed in separate cabinets. There is a dry goods warehouse to regularly clean up expired food;
G. the location of the dishwashing room is reasonable;
H there are special facilities for placing temporary garbage and keeping it closed, and sewage facilities (geosyncline, range hood, exhaust port, etc.). ) keep it clear and clean;
1. There is a sound-proof, heat-proof and odor-proof spring door between the kitchen and the dining room, which can be separated in and out and automatically closed;
J take effective measures to kill mosquitoes, flies, cockroaches and other pests.
6.5. 15 meeting and entertainment facilities: there are meeting and entertainment facilities and equipment, and corresponding services are provided.
6.5. 16 public * * * area
A. there are enough parking lots;
B. There are a large number of high-quality passenger elevators in buildings with more than 3 floors, the cars are elegantly decorated and equipped with service elevators;
C. there is a public telephone;
D. All public areas have separate public toilets for men and women;
E there are shops selling commodities such as daily necessities, souvenirs and handicrafts;
F there is a business center that sells stamps, sends letters, handles telegrams, telexes, faxes, photocopies, international long-distance calls, and provides services such as typing and computer rental.
G. purchase tickets for transportation, movies and visits;
H. provide sightseeing services in the city;
First, there is an emergency room;
J having emergency power supply system and emergency lighting facilities;
K. There are closed-circuit television monitoring systems in the main public areas;
Carpets or other high-grade materials are laid on the floor of the corridor, and the walls are clean and decorated, with sufficient light for 24 hours and no obstacles. Emergency exit signs are clear and eye-catching, and the location is reasonable.
6.5. 17 At least 33 items should be selected.
6.6 Platinum Five Stars
6.6. 1 Have five-star hotel qualification for more than two years.
6.6.2 The geographical location is in the central business district or bustling area of the city, and the traffic is very convenient.
6.6.3 The distinctive architectural theme and unique appearance help to establish the image of a tourist destination.
6.6.4 Internal functional layout and decoration can be combined with local history, culture and natural environment to appropriately express and contrast its theme atmosphere.
6.6.5 Except for the magnificent porch and entrance, the overall atmosphere of the hotel is extremely luxurious.
6.6.6 All kinds of facilities are fully equipped with first-class quality; There is an automatic temperature and humidity control system in the main area of the hotel.
6.6.7 Set up a special service area for the executive floor with reasonable location, complete functions, elegant taste and gorgeous decoration, and provide butler service for the executive floor for at least 24 hours.
6.6.8 At least the following five items shall be met:
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 the same star hotel for three consecutive years;
F there are special supporting facilities with spectacular scale, unique concept, scientific layout, elegant decoration and outstanding performance.
6.6.9 At least 37 items should be selected.
6.7 Select projects (***73 projects)
6.7. 1 comprehensive class (item 2 1)
A 5 or more hotels * * * enjoy the same chain brand or 10 or more hotels are managed by the same hotel management company;
B. The general manager has held a senior management position in the hotel at the same level for more than 5 consecutive years;
C the general manager has received professional education or training in hotel management for more than two consecutive years;
D the general manager holds an on-the-job training certificate for tourism industry managers issued by the national tourism on-the-job training guidance institution;
E. No less than 65,438+05% of the employees have passed the Professional English Proficiency Test of Tourist Hotels approved by the national tourism post training guidance institution;
F. entrusted agency service ("golden key");
G. There are buttons for the disabled in the elevator;
H. there are rooms for the disabled;
1. There are buttons on both sides of the passenger elevator car;
At least 50% of the rooms are equipped with guest safes;
K At least 70% of the rooms are equipped with quiet, energy-saving and environment-friendly refrigerators;
There is an advisory board in length, which is used for the reuse of bedclothes in guest rooms, disposable guest articles in bathrooms and guest sheets;
Meters (short for meter)) rooms are equipped with rechargeable flashlights to facilitate escape;
Noun (abbreviation for Noun) Rooms and bathrooms have convenient containers for large packages and recyclable shampoo and shower gel;
O. The bathroom in the guest room is equipped with an anti-fog dressing mirror or a makeup magnifying glass;
P Not less than 50% of the rooms have separate bathrooms, showers and bathtubs;
Q not less than 50% of guest rooms and bathrooms have separate dry and wet areas (or independent dressing rooms);
R. there is a drinking water system in the guest room bathroom;
There are smoke-free floors in the south;
T restaurants and bars have non-smoking areas;
U Dining rooms and bar rooms do not use disposable chopsticks, disposable wet towels and plastic tablecloths;
6.7.2 Characteristics of Category I (20 items)
A. Multifunctional hall or special meeting room with at least 200 people, with good sound insulation and sunshade effect, equipped with cloakroom;
B. A grand ballroom that can accommodate at least 200 people, with neat doors and a special kitchen;
C at least two small conference rooms or negotiation rooms (at least 10 people can be accommodated);
D. On-site monitoring system and video and audio relay system;
E. Voice control system with recording and amplifying functions;
F simultaneous interpretation facilities (at least two languages);
G. Multimedia demonstration system (including computers, multimedia projectors, physical projectors, etc.). );
H. microphone, used for impromptu speech at the meeting;
1. An exhibition hall of at least 2,000 square meters;
J. Independent flower shop;
K. independent bars, tea rooms, etc. ;
Length lobby bar;
Mi (short for meter)) bakery;
Noun (abbreviation for Noun) All guest rooms are equipped with an electric trouser ironing machine;
O. all guest rooms are equipped with desk phones;
P The number of suites accounts for more than 10% of the total number of rooms;
Q: All suites have separate bathrooms for owners and visiting guests.
R. luxury suites with more than 5 rooms;
Set up an administrative floor in the south to provide a special service area for the guests on this floor;
T. Rooms on the executive floor are equipped with equipment that can send and receive faxes or surf the Internet.
6.7.3 Characteristics of Category II (item 16)
A. there is a sightseeing elevator;
B. there are escalators;
C. ballroom;
D theaters, beauty facilities and stage lighting systems can meet the needs of general performances;
E. beauty salon;
F. fitness center;
G. sauna;
H. health massage;
1. Audio-visual interactive service system (VOD), which provides visual bill inquiry service in guest rooms;
J. providing voice mail service;
K.24-hour express laundry service;
Length of regular song and dance performances;
Meters (short for meter)) stores or shopping malls;
Independent bookstore or library (with at least 1000 books);
O. a 24-hour restaurant;
Page (abbreviation of page) electronic inquiry system of tourism information.
6.7.4 Characteristics of the third category (item 16)
A. Hot springs or bathing beaches or ski resorts for personal use;
Not less than 30% of the rooms have balconies;
C. indoor swimming pool;
D. outdoor swimming pool;
E. chess room;
F. game room;
G. billiards room;
H. table tennis room;
A bowling alley (at least 4 lanes);
J. tennis court;
K. golf driving range;
Length electronic simulation golf course;
M (short for meter)) golf course (at least 9 holes);
Squash court;
O. shooting range or archery range;
Page (abbreviation of page) Other sports and leisure projects.