旅游饭店星级的划分与评定

1、旅游饭店星级的划分与评定star-rating standard of tourist hotel饭店名称hotel name评定星级evaluate the star所在地区location填报日期make a report on date国家旅游局national tourism administrationgb/t14308-2003目 次table of content前言 ipreface引言 iiforeword1. 范围 1range2. 规范性引用文件 1quote the file regulatorily3. 术语和定义 . 1term and definition4. 符

2、号 1symbol5. 总则 . 1general provisions6. 星级的划分条件 . 2division condition of the star7. 星级的评分规则 . 13rule of grading of the star8. 服务质量要求 . 15serve the quality requirement9. 管理制度要求. 15the management system requiring附录 a (规范性附录) 设施设备及服务项目评分表 . 16appendix a (regulatory appendix) facility equipment and servi

3、ce item grade form附录 b (规范性附录) 设施设备的维修保养及清洁卫生评定检查表 . 31appendix b (regulatory appendix) the maintenance and sanitation and hygiene of the facility equipment evaluate the check table附录 c (规范性附录) 设施质量评定检查表 . 44appendix c (regulatory appendix) performance rating check table of facilities附录 d (资料性附录) 服务

4、与管理制度评价表 . 49appendix d (materials appendix) the service and management system appraise forms附录 e 饭店星级申请报告 . 52appendix e star application report of the hotel暗访报告 . 57investigate the report secretlygb/t143082003前 言preface本标准代替 gb/t14308-1997 this standard replacing gb/t14308-1997 本标准与 gb/t14308-1997

5、 相比主要变化如下:the main change is as follows that this standard compares with gb/t14308-1997a) 用“旅游饭店”取代“旅游涉外饭店”，并按国际惯例明确了旅游饭店的定义；replace the hotel concerning foreign affairs of the travel with tourist hotel , and has defined the definition of the tourist hotel according to the international practiceb) 规

6、定旅游饭店使用星级的有效期为五年，取消了星级终身制，增加了预备星级别（见5.2）；stipulate the term of validity that the tourist hotel used the star is five years , has cancelled the lifelong system of the star, have increased the star rank of preparing (see 5.2);c) 明确了星级的评定规则（见7.5），增加了某些特色突出或极其个性化的饭店可以直接向全国旅游饭店星级评定机构申请星级的内容（见7.5.3）；have

7、defined the evaluation rule of the star (see 7.5), increase some characteristic outstanding or individualized hotel can apply for content of star to national tourist hotel star adjudication organization directly extremely. (see 7.5.3);d) 以餐饮服务的要求适当简化原标准 6.1.6, 6.2.6, 6.3.7c、e, 6.4.9b、d、e, 6.5.9b、c、e

8、、f）；simplify the original standard properly with the demand of the food and beverage service (6.1.6, 6.2.6, 6.3.7c、e, 6.4.9b、d、e, 6.5.9b、c、e、f);e) 将一星级饭店客房的最低数量要求由原来的20间改为15间（见6.1.8）；change demands of minimum quantity of the guest room of economy hotel from 20 original to 15f) 将原标准三星级以上饭店的选择项目合并，归纳为

9、“综合类别”、“特色类别一”、“特色类别二”、和“特色类别三”四大部分，删去了原有部分内容，增加了饭店品牌、总经理资质、环境保护等内容（见6.7）；amalgamate more than choice projects of hotel of three stars of original standard, sum up for comprehensive classification, characteristic classification one, four major parts of characteristic classification two, and characte

10、ristic classification three, have leave out some original contents, has increased such contents as hotel brand, general managers qualification, environmental protection, etc.g) 对四星级以上饭店的核心区域前厅、客房和餐厅强化了要求，增加整体舒适等内容（见附录a3.12、4.21和5.5）；have strengthened and required more than regional lobbies of core o

11、f hotel of four stars, guest room and restaurant, increase the content such as being comfortable of the whole (see a3.12, 4.21 & 5.5);h) 借鉴一些国家的做法，增设了“白金五星级”（见3.2和6.6）。draw lessons from the methods of some countries, set up the platinum five-star hotel (see 3.2 & 6.6).本标准的附录a、附录b和附录c为规范性附录，附录d为资料性附录

12、。this standard appendix a, appendix b and appendix c are regulatory appendices, appendix d is the materials appendix.本标准由中华人民共和国国家旅游局提出。this standard is proposed by national tourism administration of the p.r.c.本标准由全国旅游标准化技术委员会（csbts/tc210）归口。this standardized technical committee csbts/tc210 by the n

13、ational travel of standard relevant本标准起草单位：中华人民共和国国家旅游局质量规范与管理司。this standard drafts the unit: national tourism administration of the p.r.c. quality standardization and management department.本标准主要起草人：张润钢、杨强、周政、贺静、戴斌。this main draftsman of standard: zhang run gang, yang qiang, zhou zheng, he jing, da

14、i bin.本标准所代替标准的历次版本发布情况为：this standard last situation edition not all previous not which replace standard as:gb/t14308-1993gb/t14308-1997gb/t14308-2003引 言foreword随着全社会经济发展水平和对外开放程度迅速提高，旅游饭店业所面临的外部环境和市场结构发生了较大变化，其自身按不同客源类型和消费层次所作市场定位和分工也益趋细化。为促进旅游饭店业的管理和服务更加规范化和专业化，使之既符合本国实际又与国际发展趋势保持一致，本标准尚需不时进行修订。a

15、s the economic development level of the whole society and open degree improve rapidly, greater change has taken place in external environment condition and market structure that the tourist hotel industry faced, ones own its becomes thinning according to market orientation that different travellers

16、types and hierarchy of consumption do and benefit of dividing the work. in order to promote the management and service of the tourist hotel industry more standardized and more specialized, make their accord with this country keep unanimity with the international development trend also while being ac

17、tual, this standard still needs to revise frequently.gb/t14308-2003旅游饭店星级的划分与评定division and evaluating of the star of tourist hotel1. 范围 range本标准规定了旅游饭店星级的划分条件、评定规则及服务质量和管理制度要求。this standard has stipulated the division condition of the star of tourist hotel , evaluates rule , service quality and man

18、agement system to require.本标准适用于正式营业的各种经济性质的旅游饭店。tourist hotels of different economic nature where this standard is suitable for opening formally.2. 规范性应用文件 use the file regulatory下列文件中的条款通过本标准的引用而成为本标准的条款。凡是注日期的引用文件，其随后所有的修改单（不包括勘误的内容）或修订版均不适用于本标准，然而，鼓励根据本标准达成协议的各方研究是否可使用这些文件的最新版本。凡是不注日期的引用文件，其最新版本

19、适用于本标准。the clause in the following files quotes and becomes a standard clause through this standard one. every note date quote file, its all modification getting single or the revised edition is not apply to this standard afterwards, whether however, can use the latest edition of these files to enco

20、urage. every note date quote the file, its latest edition is suitable for this standard.gb/t10001.1 标志用公共信息图形符号第1部分：通用符号(gb/t10001.12000.neg iso 7001:1990)gb/t10001.1 first part: symbol in common use (gb/t10001.12000.neg iso 7001:1990)gbt10001.2 标志用公共信息图形符号第2部分： 旅游设施与服务符号。(gb/t10001.22000.neg iso 70

21、01:1990)gb/t10001.1 second part: travel facilities and service symbol (gb/t10001.12000.neg iso 7001:1990)3. 术语和定义 term and definition下列术语和定义适用于本标准：the following terms and definitions are suitable for this standard:3.1旅游饭店 tourist hotel能够以夜为时间单位向旅游客人提供配有餐饮及相关服务的住宿设施，按不同习惯它也称为宾馆、酒店、旅馆、旅社、宾舍、度假村、俱乐部、大厦

22、、中心等。can regard night as the lodging facilities that the chronomere offered service of furnished with the food and beverage and relevanting to travel guests, it is called hotel, guests giving up, holiday village, the club, mansion , centre ,etc. too according to different habits.3.2星级 star-rating用星的

23、数量和设色表示旅游饭店的等级。星级分为五个等级，即一星级、二星级、三星级、四星级、五星级（含白金五星级）。最低为一星级，最高为白金五星级。星级越高，表示旅游饭店的档次越高。with the stars quantity and setting up the grade of the tourist hotel of colour specification. the star is divided into five grades, namely a star, two stars, three-star hotel, four-star hotel, five-star hotel (inc

24、luding the platinum five-star hotel). it is one-star, highest and five-starrest for platinum to be the lowest. the higher the star is, show the higher the grade of the tourist hotel.3.3预备星级 probationary star-rating作为星级的补充，其等级与星级相同。as an addition to star, its grade is the same as star.4. 符号 symbol星级以

25、镀金五角星为符号，用一颗五角星表示一星级，两一颗五角星表示二星级，三颗五角星表示三星级，四颗五角星表示四星级，五颗五角星表示五星级，五颗白金五角星表示白金五星级。star regard gilding the five-pointed star as symbol, say with one five-pointed star one-star, two one five-pointed star show two-star, three five-pointed star say three-star, four five-pointed star show four-star, five

26、five-pointed star express five-star hotel, five platinum five-pointed star say platinum to be five-star.5. 总则 general provisions5.1由若于建筑物组成的饭店其管理使用权应该一致，饭店内包括出租营业区域在内的所有区域应该是一个整体，评定星级时不能因为某一区域财产权或经营权的分离而区别对待。it should be unanimous that it manages right to use in the hotel that is makes up in the bui

27、lding, all areas including that hire out and open the area should be a whole in the hotel, can treat with a certain discrimination by a certain regional proprietary or separation of power of management when the star of evaluating.5.2饭店开业一年后可申请星级，经星级评定机构评定批复后，可以享有五年有效的星级及其标志使用权。开业不足一年的饭店可以申请预备星级，有效期一

28、年。can apply for star after the open one year such as hotel, after adjudication organization evaluates and gives a written reply the star, can enjoy the valid star and emblem use right for five years. open to fewer than hotel for one year can is it prepare star, one year such as term of validity to a

29、pply.除非本标准有更高要求，饭店的建筑、附属设施、服务项目和运行管理应符合安全、消防、卫生、环境保护等现行的国家有关法规和标准。unless a standard has higher demands, the building, affiliated facility, service item and operating managing of the hotel should accord with such current national relevant regulations and standards as the security, fire control, hygie

30、ne, environmental protection, etc.gb/t1430820036. 星级的划分条件 division condition of the star6.1一星级 one-star6.1.1饭店布局基本合理，方便客人在饭店内的正常活动。the overall arrangement of the hotel is rational basically, facilitate guests normal activity in the hotel.6.1.2公共信息图形符号符合gb/t10001.1和gb/t10001.2的规定。the graphical symbol

31、 of public information accords with gb/t10001.1andgb/t10001.2 regulations.6.1.3有适应所在地气候的采暖、制冷设备，各区域通风良好。is it adapt to local heating, refrigeration equipment of it to have, all area ventilated well.6.1.4设施设备养护良好，达到整洁、卫生和有效。the facility equipment is maintained well, reach the neat, hygiene and effect

32、ive.6.1.5各种指示用和服务用文字至少规范的中英文同时表示。it is expressed at the same time with chinese and english with at least normal characters by and serving that various kinds of are pointed out.6.1.6能够用普通话提供服务。can provide service with mandarin6.1.7前厅 front officea) 有前厅和总服务台；there are lobbies and general reception;b)

33、总服务台位于前厅显著位置，有装饰、光线好，有中英文标志；前厅接待员18h以上以普通话提供接待、问讯、结帐和留言服务；general reception lie in lobby remarkable position, is it decorate to have, being kind, light have chinese and english sign; bell staff 18h the above offers service of receiving, inquiring, checking out and leaving a message with mandarin;c)

34、提供饭店服务项目宣传品、客房价目表、所在地旅游交通图、主要交通工具时刻表；offer the picture of traffic for tourism of service item propaganda material, price-list of guest room, site of the hotel, timetable of main means of transportation;d) 提供小件行李存放服务；offer packets to preserve the service;e) 提供行李出入店服务。the service of the shop offers th

35、e luggage to come in and go out.6.1.8客房 guest rooma) 至少有15间（套）可供出租的客房；there are guest rooms suitable for hiring out of 15 (set )s at least;b) 门锁为暗锁，有防盗装置，显著位置张贴应急疏散图及相关说明；the lock is a built-in lock, there are theft-proof devices, put up and meet anurgent need to evacuate pursues and relevant to exp

36、laining in the remarkable position;c) 装修良好，有软垫床、桌、椅、床头桂等配套家具；fitting up it well, there are such related furniture as cushion bed, desk, chair, the guangxi zhuang autonomous region on the bedside,etc;d) 至少75%的客房有卫生间，装有抽水恭桶、面盆、淋浴或浴缸（配有浴帘）。客房中没有卫生间的楼层设有男女分设、间隔式公共卫生间以及专供客人使用的男女分设、间隔式公共浴室，配有浴帘。采取有效的防滑措施，

37、24h供应冷水，16h供应热水；there are bathrooms to amount to 75% of the guest rooms at least, is equipped with and drawn water the close stool, basin, shower or bathtub (furnished with the shower curtain). there are men and womens setting up separately, interval type communal bathrooms in the floor without bath

38、room in the guest room and setting up separately, interval type bathhouse of men and women specially available for guest, furnished with the shower curtain. taking the effective slip resistance measure, 24h supplies the cold water, 16h serves the hot water;e) 照明充足，有遮光窗帘；it is sufficient to light, hi

39、de all curtains;f) 备有饭店服务指南、价目表、住宿须知；there are service guide of hotels , price-list , accommodation notice;g) 客房、卫生间每天全面整理一次，隔日或应客人要求更换床单、被单及枕套，并做到每客必换；the guest room, bathroom are put in order once in an all-round way every day, or change the sheet, sheet and pillowcase in conformity with the reque

40、st of guest on the next day, make sure every guest must change;h) 16h提供冷热饮用水。16h offers the cold and hot drinking water .6.1.9餐饮 food & beveragea) 有桌椅、餐具、灯具配套及照明充足的就餐区域；desk chair , tableware , lamps and lanterns form a complete set and light sufficient having dinner in the area;b) 能够提供早餐服务；can offe

41、r breakfast service ;c) 餐饮加工区域及用具保持整洁、卫生。the area and apparatus keep the neat, hygiene that food and beverage is processed.6.1.10公共区域 public areaa) 有男女分设的公共卫生间；there is communal bathroom where men and women set up separately;b) 有公用电话；there are public phones;c) 有应急照明灯；there are emergent lights;d) 走廊墙

42、面整洁、有装修，24h光线充足，无障碍物。紧急出口等各种标识清楚，位置合理。the corridor wall is neat, fit up, 24h light is sufficient, there are no barriers.such various kinds of identifications as the emergency exit,etc. are rational in the position clearly.6.2二星级 two-stare6.2.1饭店布局基本合理，方便客人在饭店内的正常活动。the overall arrangement of the hot

43、el is rational basically, facilitate guests normal activity in the hotel.6.2.2公共信息图形符号符合gb/t10001.1和gb/t10001.2的规定。the graphical symbol of public information accords with gb/t10001.1 and gb/t10001. 2 regulations. 6.2.3有适应所在地气候的采暖、制冷设备，各区域通风良好。is it adapt to local heating, refrigeration equipment of

44、it to have, all area ventilated well.6.2.4设施设备养护良好，达到整洁、卫生和有效。the facility equipment is maintained well, reach the neat , hygiene and effective.6.2.5各种指示用和服务用文字至少用规范的中英文同时表示。it is expressed at the same time with the normal chinese and english at least with the characters by and serving that various

45、kinds of are pointed out.6.2.6能够用普通话提供服务。can provide service with mandarin .6.2.7前厅 front officegb/t14308-2003有与饭店规模、星级相适应的前厅和总服务台a. front office and chief service counter which conforms with hotel size are available.总服务台位于前厅显著位置，有装饰、光线好，有中英文标志；前厅接待人员24小时以普通话提供接待、问询、结帐和留言服务；b. chief service counter

46、is situated at eye catching place with good sun ray, decoration and signage both in english and chinese; front office receptionists could provide the services of reception, inquiry, settling bill and voice mail throughout the day in mandarin;提供传真服务；c. service of receiving and sending fax available;总

47、服务台提供饭店服务项目宣传品、客房价目表、所在地旅游景区（点）介绍、旅游交通图、报刊及主要交通工具时刻表；d. hotel service collateral, room tariff, introduction of scene spots of the city, city map, newspaper and time table of major vehicles are provided at chief service counter;有行李推车、提供行李出入房服务；e. luggage trolley available, service of luggage in and o

48、ut in house guest room is provided;提供小件行李存放服务；f. service of small luggage storage is provided;有管理人员24小时在岗值班；g. managerial staff 24 hours on duty;设客人休息场所。h. in house guest leisure places are available. 客房6.2.8 guest rooms至少有20间（套）可供出租的客房；a. minimum 20 rooms (suites) for rent available;门锁为暗锁，有防盗装置，显著位

49、置张贴应急疏散图及相关说明；b. built-in lock and theft proof device available. fire escape plan and relevant statement put in conspicuous place;装修良好，有软垫床、桌、椅、床头柜等配套家具，照明良好；c. good decoration, bed with soft mattress, table, chair, bed table and other furniture available with good lighting;至少75%的客房有卫生间，装有抽水恭桶、面盆、淋浴

50、或浴缸（配有浴帘）。客房中没有卫生间的楼层设有男女分设、间隔式公共卫生间以及专供客人使用的男女分设、间隔式公共浴室，配有浴帘。采取有效的防滑措施，24小时供应冷水，18小时供应热水；d. separate washroom available in at least 75% of total room inventory with toilet bowl, basin, standing shower or bathtub (with shower curtain). public bathroom (w/shower curtain) and washroom with partition

51、for female and male separately are available for all in house guest floors without separate bathroom in room. effective anti-slip measures taken, cold water available throughout the day and hot water available for 18 hours.照明充足，有遮光窗帘；e. adequate sunlight, curtain available.有方便使用的电话机，可以拨通或使用预付费电信卡拨打国

52、际、国内长途电话，并配有使用说明；f. easy to use telephone set with guiding notes available, idd and ddd calls could be made by dialing or using prepaid ic card.有彩色电视机，画面音质清晰； g. color tv available with clear sound and picture具备防噪音及隔音措施；h. anti-noise and sound insulation measures available备有饭店服务指南、价目表、住宿须知；i. hotel

53、service directory, tariff and accommodation notice available设有至少两种规格的电源插座；j. at least two types of socket available客房、卫生间每天全面整理一次，每日或应客人要求更换床单、被单及枕套；k. thorough cleaning for in house guest room and washroom once a day. changing of bed sheet, quilt cover and pillow case daily or as per in house guest

54、 request.提供洗衣服务；l. laundry available24小时提供冷热饮用水；m. cold and hot drinking water available throughout the day餐饮6.2.9 food & beverage有照明充足的就餐区域，桌椅、餐具、灯具配套；a. dining area with adequate lighting available, well equipped with chairs, table, and cutlery 能够提供早餐服务；b. breakfast service available应客人要求提供送餐服务；c. room service available as per in house guest request;餐饮制作区域及用具保持干净、整洁、卫生。d. making area for food & beverage is clean, tidy and hygienic. 公共区域6.2.10 public area提供回车线或停车场；a. driving lanes or parking lot available四层（含四层）以上的