[精品]武汉市道路旅游客车星级评定标准.doc

武汉市道路旅游客车星级评定标准序 号评 定 内 容 及 标 准项目总分自评计分评定得分评分说明一基本要求（一项未达到免评）1客车类型等级达到高一级，技术检测等级达到一级2符合公司化经营要求按“四个统一”标准3车主或驾驶员三年内无安全责任事故4车主或驾驶员三年内无服务质量投诉事故5车主或驾驶员三年内无违规处罚记录6车主或驾驶员3年内受到公安机关拘留以上处罚二车容车貌201车身内外无缺陷，无脱漆和陈旧张贴物32车身光亮整洁33标识和监督电话清晰54座套整洁，车厢内无杂物35引擎室无油迹灰尘36地板胶无脱皮，翘皮3三车辆设施201音响、影视设施完好42座椅扶手、调节柄、护栏、拉手、齐全、牢固4 3灭火器、安全锤齐全、标志醒目使用方便5 4车内放置杂物袋。杂物桶35配备必要的晕车、防暑、地图交通时刻表等4四规范质量25 1着公司统一工装，挂牌上岗2 2各种证牌齐全，按旅行社确认单的约定行程运营5 3游客上车前15钟开启冷暖空调，并临门迎客，主动帮游客放置行李3 以质量反馈单和投诉为依据4发生交通事故。机件故障耐心解释并妥善安排转乘或处置1 以质量反馈单和投诉为依据5旅游活动中驾驶员等候游客要耐心，不得远离旅游车，不用喇叭催客，不准以任何方式怠慢、刁难或直接顶撞游客。2以质量反馈单和投诉为依据6仪容整洁：保持个人卫生，不留长发和胡须；着装整洁大方，佩戴胸牌上岗服务。2以质量反馈单和投诉为依据7仪表大方：接待游客稳重端庄，语言文明，面带微笑，谈吐得当，热情周到。1以质量反馈单和投诉为依据8有高度责任心和事业心，尽职敬业，为游客提供安全正点服务和清洁舒适的车容环境。1以质量反馈单和投诉为依据9具有良好政治素质和道德风尚，不向游客借东西，不托游客代买物品，不以明示和暗示方式向游客索要小费，不准与导游或地陪及购物点串通一气私拿回扣。2以质量反馈单和投诉为依据10驾驶员在接团服务活动中应严格自律，遵纪守法，严禁诱导或安排游客参加毒、赌、黄活动项目，严禁与他人欺骗、胁迫旅游者进行消费。2以质量反馈单和投诉为依据11驾驶员行驶中坚持安全礼让；严禁酒后驾车、开赌气车；驾驶中不与人闲谈、吸烟、饮食、打手机。4以质量反馈单和投诉为依据五安全行车35 1不超速、不超载、平稳驾驶非紧急情况不急刹8以质量反馈单和投诉为依据2按规定配备双班司机63按期足额投保84驾驶员熟悉保险理赔报案，处理紧急事故和救援相关知识 5 5gps设施完好，主动受控8 查记录六加分项目10 1驾驶员连续三年受到市处及市级以上各部门表彰 10 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