Some standard content:
ICS03.080.30
Shandong Provincial
Local Standard
DB37/T11592009
Business Hotel Service Quality Specification
2009-02-01 Issued
2009-03-01 Implementation
Shandong Provincial Quality and Technical Supervision Bureau Issued
1 Scope
2 Normative Reference Documents
3 Terms and Definitions
4 Basic Requirements for Business Hotels
5 Service Personnel Staff requirements
6 Facility and equipment requirements
7 Business service process
8 Business activity service requirements
9 Service quality control and evaluation
.++.........+....
Appendix A (Informative Appendix) Service quality satisfaction survey form Appendix B
(Informative Appendix) Customer satisfaction calculation method...times
DB37/T11592009
Appendix A and Appendix B of this standard are informative appendices. This standard is proposed by Jinan Tourism Bureau.
This standard was drafted by Shandong Shunhe Hotel Group Co., Ltd. Drafters of this standard: Ren Xingben, Chen Qiang, Shi Zhenmei, Li Xia, Meng Gang. DB37/T11592009
1Scope
Business hotel service quality specification
DB37/T11592009
This standard specifies the terms and definitions involved in business hotel services, basic requirements for business hotels, service personnel requirements, facility and equipment requirements, business service processes, business activity service requirements, and service quality control and evaluation. This standard applies to the services provided by business hotels in the administrative area of Shandong Province. 2Normative referenced documents
The clauses in the following documents become the clauses of this standard through reference in this standard. For all dated referenced documents, all subsequent amendments (excluding errata) or revisions are not applicable to this standard. However, the parties who reach an agreement based on this standard are encouraged to study whether the latest versions of these documents can be used. For all undated referenced documents, the latest versions shall apply to this standard. GB3096 Standard for environmental noise in urban areas
GB/T10001.1 Graphic symbols for public information for signs Part 1: General symbols GB/T10001.2 Graphic symbols for public information for signs Part 2: Symbols for tourist facilities and services GB/T14308-2003 Classification and evaluation of star ratings of tourist hotels GB/T17242 Complaint handling guide
"Interim Provisions on Tourism Complaints" National Tourism Administration "Regulations on the Administration of Food Certification in the Catering Industry" issued by the Ministry of Health of the People's Republic of China on October 22, 2007 "Measures for the Administration of Food Hygiene in the Catering Industry" Order No. 10 of the Ministry of Health of the People's Republic of China 3 Terms and definitions
The following terms and definitions apply to this standard. 3.1
Business hotel
Hotels with business guests as the main source of customers and business reception as the core function. 3.2
Customized service
Starting from the specific needs of guests, the hotel provides personalized and humanized services to guests through plans, management systems, modern scientific and technological means, etc., to meet the specific, unique or potential needs and expectations of guests and achieve satisfactory services for guests. 4 Basic requirements for business hotels
4.1 Business hotels should meet the requirements of two-star and above in the GB/T14308-2003 standard. 4.2 Planning and design should fully consider market positioning and surrounding environmental requirements, and formulate relevant product, service and marketing plans to meet the needs of business guests.
4.3 The buildings, ancillary facilities, service items and operation management of business hotels established in accordance with the law should comply with the requirements of relevant national laws, regulations and standards such as safety, fire protection, sanitation and environmental protection. 4.4 The decoration and renovation should be functional, scientific in layout, reasonable in material selection, and have a good business hotel theme style. 4.5 Pay attention to the use of reclaimed water, and classify and treat dry and wet garbage, recyclable and non-recyclable garbage. 4.6 The sound and light equipment of each functional area should be reasonably planned to control environmental pollution. 4.7 Use effective methods and technologies to control noise. Noise control should comply with the requirements of GB3096. 1
DB37/T11592009
4.8 Various public information graphic symbols should be standardized and reasonably designed to comply with the requirements of GB/T10001.1 and GB/T10001.2. 4.9 Business hotels should have perfect internal management and sound rules and regulations. 4.10 Business hotels should provide guests with meticulous, thoughtful, warm and efficient services, and should provide customized services for guests based on the actual situation of the hotel. 4.11 Food hygiene and safety in business hotels should comply with the requirements of the "Food Hygiene Management Measures for the Catering Industry" and the "Food Certification Management Regulations for the Catering Industry".
5 Requirements for service personnel
5.1 Professional ethics
Professional ethics requirements:
Abide by national laws and regulations;
Be modest and honest to guests:
Treat guests equally regardless of race, nationality, wealth, or closeness; give priority to serving the elderly, the weak, the sick, and the disabled; respect the customs and religious beliefs of guests; protect the legitimate rights and interests of guests;
Follow social morality and create a healthy and civilized service environment: memorize and abide by employee codes, rules and regulations, and labor discipline. 5.2 Service knowledge
Service knowledge requirements:
Memorize the main business projects and business hours of the hotel: Be familiar with the hotel's business characteristics and food flavors: Be familiar with the location of important geographical landmarks in the area, such as the location of relevant government departments, major leisure areas, etc.: Memorize the service procedures and relevant knowledge of this position. 5.3 Appearance
Appearance requirements:
Tidy up your appearance before going to work, and female employees should wear light makeup; when on duty, your face should be neat and natural, your mood should be positive, and you should smile: Dress according to the hotel regulations, wear a service badge, and wear a tie (collar flower) and boutonniere according to the position. 5.4 Etiquette and Courtesy
Etiquette and Courtesy Requirements:
Polite language should be used ("Hello!" "Welcome!" "Please!" "Thank you!" "Goodbye!" "Welcome back!" is recommended);
The etiquette of greeting should be mastered, and guests should be greeted actively at different times and occasions; the etiquette of address should be mastered, and guests should be addressed accurately according to their names, genders, and positions; the etiquette of answering should be mastered, and guests' questions should be answered accurately, kindly, and flexibly; the etiquette of welcoming and seeing off guests should be mastered and used; bowing or shaking hands (shaking hands when guests indicate to shake hands); natural expression and elegant manners during service;
When serving subsequent guests, warm eye contact or signaling guests to wait within 30 seconds. 5.5 Service Language
Service Language Requirements:
Speak Mandarin, and speak clearly, concisely, accurately, and softly. Proficient in using common English (required foreign language) words. Employees who directly serve guests can use English to conduct daily conversations accurately and fluently.
5.6 Body Movement
Body Movement Requirements:
1 Standing posture (standing) is natural and stable, and the body is upright: Sitting posture is dignified:
DB37/T11592009
1 Walking posture is correct, the speed is moderate, the eyes are level, and the body is stable; when encountering guests coming towards you, take the initiative to step aside to make way: when guiding guests to move, walk in front of the guests at an appropriate position, and when turning, extend your hand to signal the guests first. 6 Facility and Equipment Requirements
6.1 Basic Requirements
Business hotels should meet the requirements of two-star and above in the GB/T14308-2003 standard, and highlight business characteristics and elements. 6.2 Front Area
6.2.1 It is advisable to set up business theme signs, the hotel name should include the words "Business Hotel", and the front area should be well lit at night, and the hotel logo should be clearly visible.
6.2.2 The venue space meets the functional needs, especially the gathering and distribution needs of business teams and meetings. 6.2.3 A temporary taxi stop should be set up in the front area to facilitate business guests' travel. 6.2.4 A monitoring system should be set up in the front area.
6.2.5 Paving that is suitable for business themes should be adopted. According to business activities, there should be conference banners or electronic display screens to display the relevant content of the activities.
6.3 Lobby
6.3.1 The space layout is reasonable, and various streamlines are smooth, which is convenient for business guests to move around. 6.3.2 All kinds of business facilities are complete, including various types of power plugs, network interfaces, etc. 6.3.3 The lobby assistant desk should be equipped with computers.
6.3.4 The lobby bar should be equipped with business books, magazines, stationery and other supplies. 6.3.5 An independent rest area should be set up in the lobby public area for business guests to rest and hold meetings, and support wireless Internet access. 6.3.6 Bank ATM machines can be set up in the lobby public area to facilitate business guests. 6.3.7 The lobby should provide more than 2 computers with Internet access for business guests to use. 6.4 Public areas
6.4.1 Business information can be displayed in the elevator waiting area, and the elevator car can have clear service information, instructions and no-smoking signs. Public areas should be equipped with wall-mounted high-definition digital TVs, which have the dual functions of broadcasting programs on digital TVs and publishing information on computer screens. 6.4.2
6.4.3 Mobile phone shielding has been eliminated in public areas. 6.4.4 Public areas, including corridors, rooms, and upstairs and downstairs, have good sound insulation. Noise control should meet the requirements of GB3096. 6.4.5 Public toilets should be equipped with service facilities such as vanity mirrors, soap dispensers, hand dryers, automatic fragrance sprayers, ashtrays, etc. around the washbasin. 6.5 Executive Floor
6.5.1 The floor is relatively independent and closed, and the decoration standard of the guest rooms is usually higher than that of the general floors, meeting the needs of high-end business guests. 6.5.2 Generally includes executive lounge, small meeting room, wireless/wired network, fast check-in/check-out system, etc. 6.6 Guest Room
6.6.1 Business Office Function Requirements
Business Office Function Requirements:
The height of the desk and office chair is appropriate, in line with the requirements of ergonomics, and there should be enough office space around the desk; there is a network interface, the location is reasonable, and the length of the network connection line is appropriate: provide office stationery that meets the needs of business guests; it is advisable to set up computers to facilitate business guests' work, and fax machines, printers and other office equipment can be set up at the same time. There are no less than two uninterruptible power sockets: a power conversion socket and a wiring board should be provided: 3
The brightness of the desk lamp meets office needs:
The service folder is scientifically arranged, with sufficient information and easy to read. 6.6.2 Requirements for beds and bedding
Requirements for beds and bedding:
Single beds should be designed with 1.35m×2.00m, and double beds should be designed with 2.20m×2.00m; bedding should be made of natural fabrics, with good quality, soft and comfortable, and exquisite workmanship. 6.6.3 Other requirements
Other requirements:
DB37/T11592009
Intelligent room control system can be used to intelligently control the lighting equipment and air-conditioning equipment in the guest rooms, and upload guests' various service requests, room status, room temperature control, room light inspection, door opening records, etc. to the workstations of the guest room center and relevant departments in real time to facilitate the management of the guest rooms;
The brightness of various types of lighting in the guest rooms is reasonable and meets the functional needs. At the same time, the ceiling lights of the guest rooms should be installed, and the brightness should meet the office needs of business guests:
It is advisable to set up a negotiation area to meet the needs of business guests for private negotiation and office; the guest room bathroom should be separated into dry and wet areas, effective anti-slip measures should be taken, and a good noise-free exhaust system should be provided: There should be a fire evacuation instruction map and safety reminders in a prominent position behind the guest room door: It is advisable to provide reading materials introducing local business information or reflecting local sightseeing, leisure and other information: The safe should be placed in a suitable position and easy to operate: It is advisable to provide paper handbags for the convenience of business guests. 6.7 Catering
6.7.1 General requirementswww.bzxz.net
In line with the needs of the hotel's business guests and adapted to the hotel's conditions, the hotel can have various catering service areas that meet functional needs, such as Chinese restaurants, foreign restaurants, flavor restaurants, coffee shops, tea houses, cigar bars, lounges, etc. 6.7.2 Restaurant
6.7.2.1 A special dining area for business guests can be set up, which can be divided into smoking area and non-smoking area, and meet the needs of individual business guests for dining and negotiation. 6.7.2.2 A number of private rooms that meet the requirements should be provided, with good privacy for business negotiations. 6.7.2.3 There should be a business banquet hall suitable for large and medium-sized business activities. 6.6.2.4 There should be a buffet restaurant with a reasonable layout of dining tables and good quality dishes. 6.7.3 Kitchen
The kitchen should meet the requirements of two-star or above conditions in the GB/T14308-2003 standard. 6.8 Conference facilities
6.8.1 There should be conference rooms and conference facilities suitable for the number of guest rooms. 6.8.2 Stationery, such as paper, pens, erasers, etc., should be provided. 6.8.3 Audio, video and other multimedia display facilities, wired/wireless Internet access environment should be provided. 6.8.4 Simultaneous interpretation equipment should be provided, as well as a simultaneous interpretation talent network, video conferencing system, and IDS information release system. 6.8.5 Multi-function halls should be provided.
6.9 Shopping
6.9.1 The shopping venues should have a reasonable layout and a complete structure, and there should be boutiques, gift shops, daily necessities stores, etc. 6.9.2 Provide goods that meet the needs of business guests, with rich varieties and special introductions. 6.10 Recreational facilities
It is advisable to have recreational facilities such as health massage, gymnasium, clubs, etc., and provide corresponding services. 7Business Service Process
7.1 Pre-trip Service
Pre-trip service includes:
Business hotel service is generated before the guests travel, mainly in the form of information interaction: provide convenient and fast information query methods; can provide online booking services:
When guests make reservations, provide comprehensive hotel and destination information: consult guests' personalized needs in real time;
Combined with guest files, give clear feedback:
Provide service plans in combination with guest needs. Arrival Service
Arrival service includes:
a) Business concierge fleet pick-up and drop-off services can be provided for business guests: b) During the arrival at the hotel, guide and explanation services can be provided to guests. 7.3 Check-in service
The check-in service includes:
DB37/T11592009
a) Check-in procedures are convenient, fast and accurate, and time-limited service is advisable. Individual check-in should generally be completed within 3 minutes.b) Group luggage distribution is timely and accurate, and individual guests can check in with their luggage at the same time:c) Electronic and self-service check-in service can be provided.7.4 Return service
7.4.1 Locomotive and ship tickets
The locomotive and ship ticket service includes:
a) Provide reservation, change, confirmation and other services;b) Provide ticket delivery service.
7.4.2 Check-out service
The check-out service includes:
a) Check-out should be done quickly to prevent guests' belongings from being lost:b) Quick and convenient check-out service should be provided, and time-limited service is advisable. Individual check-out should generally be completed within 5 minutes. 7.4.3 Station delivery service
The station delivery service includes:
a) Provide station delivery service according to the guest's request:b) Provide wake-up service:
c) Remind the guest of the departure time in advance;d) Provide or contact the means of transportation for departure in a timely manner:e) After the guest confirms that everything is correct, the luggage should be delivered in a timely, accurate and intact manner, and there are ways to deal with special-shaped luggage. 7.5 Follow-up service
The follow-up service includes:
a) Provide follow-up check-in service for guests who are inconvenient to carry their belongings;b) If the guest loses something, we should contact you promptly to determine the handling method:c) Pay attention to the changes in the guest's personal information and update the guest file in a timely manner:d) Promote the hotel's new products and services to the guests in a timely manner;e) Provide guests with other personalized information and services about the hotel. 8. Service requirements for business activities
8.1 Basic services
8.1.1 Lobby services
Lobby service requirements:
Provide tea and brief business negotiation venue services for business guests: provide 24-hour Internet access service;
Provide business etiquette welcoming and seeing-off services;
Provide credit card payment support services;
Provide luggage services and storage services;
Safe deposit service for valuables;
Postal agency services
Car rental services:
Provide city information services;
Other agency services required by business guests.
8.1.2 Business Center Service
Business Center Service Requirements:
DB37/T11592009
Through appropriate facilities and functions, the hotel's public business services are concentrated, generally including typing, printing, copying, text production, fax, Internet access, computer rental, air (train) ticket agency, postal service, foreign language translation, etc.: Provide 18-hour on-the-job service
A small conference room for guests to discuss (usually 4 to 5 people) can be set up. 8.1.3 Room Service
Room Service Requirements:
When the wake-up service is provided, relevant information should be provided to facilitate the guests' travel: Laundry and ironing services can be provided;
The newspaper service of the day is provided;
Do not disturb service is provided, and guests can set a do not disturb phone, a do not disturb sign or indicator light: Provide night bed service, and it is advisable to place good night greetings suitable for business guests. Provide computer, printer, and fax machine rental services: It is advisable to provide customized services, such as pillows, fruit plates, etc. 8.1.4 Catering Services
Catering Service Requirements:
Business packages, banquet meals, and buffet meals can be provided: Business banquet reservations and menu selection services can be provided:; According to the guests' requirements, the business guests' dining time restrictions can be met; Customized room delivery services can be provided upon the guests' request. 8.1.5 Recreation Services
Provide recreation services corresponding to the supporting facilities. 8.2 Extended Services
8.2.1 Conference Services
Conference Service Requirements:
It is advisable to provide secretarial services;
Can assist the conference organizer in organizing, planning, and implementing the conference plan and implementing various contents; -Reply to the guests within 24 hours whether the meeting requirements can be met; A dedicated person can be assigned to coordinate the meeting throughout the process;
Tea break services can be provided during the meeting.
8.2.2 Exhibition Service
Exhibition service requirements:
a) Internal exhibition
There are corresponding exhibition venues, making full use of hotel space, expanding exhibition venues, and improving the exhibition level; cultivating high-quality exhibitions, developing exhibition projects, and attracting exhibition customers; can hold exhibitions, briefings, seminars and other meetings: can provide booth design and production services:
Assist exhibitors in properly keeping exhibits.
b) Guests participating in other exhibitions
Can provide exhibit transportation, booth construction, booth design and production services; transportation services for exhibitors:
Special services such as customs clearance and exhibit repurchase for international exhibitions. 8.2.3 Large-scale event service
Requirements for large-scale event service:
Specialized institutions and personnel are needed to assist in the preparation of large-scale events: the opening/closing ceremony should be organized in an orderly and safe manner, and the event should be creative; there should be a dedicated service system and arrangement for VIP guest reception; the evacuation flow of personnel and items should be designed reasonably and the guidance should be clear: there should be emergency plans for various emergencies. 8.2.4 Special service
Requirements for special service:
According to the needs of guests, creative planning should be carried out and personalized services should be provided: according to the specific content of the event, the corresponding environment setting and atmosphere creation should be carried out. 8.2.5 Secretary service
Requirements for secretary service:
According to the needs of guests, business secretaries should be provided to assist guests in a series of business activities at the destination: DB37/T1159-2009
Make full use of the hotel's social resources and interpersonal relationship advantages to help guests establish business contacts, expand business networks, and improve business services.
8.2.6 Destination tour service
Requirements for self-guided tour service:
Related information about destination tours should be placed inside the hotel. Tour suggestions can be provided according to the requirements of guests, and corresponding outsourcing services can be provided. 8.2.7 Self-driving service for business guests
According to the needs of business guests and after verifying the business guests' situation, the hotel can provide self-driving service for business guests. 9. Service quality control and evaluation
9.1 Business hotels should collect feedback from guests through effective channels to improve service quality. The customer satisfaction survey form is shown in Appendix A, and the customer satisfaction calculation method is shown in Appendix B. The service quality evaluation of business hotels should be entrusted to a third party for evaluation. 9,2 Business hotels should establish corresponding service quality control and evaluation to standardize the hotel's services and improve service levels. 9.3 If a dispute over service quality occurs between guests and business hotels, the business hotel can negotiate with the guests. During the negotiation, the solution can be determined by referring to the "Interim Provisions on Tourism Complaints" issued by the National Tourism Administration, or the Consumer Association or other relevant departments can be asked to handle it. 9.4 The service quality complaint procedure can refer to the provisions of Chapter 6 of GB/T17242. 7
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Appendix A
(Informative Appendix)
Service Quality Satisfaction Questionnaire
This is a simple questionnaire designed for you. The purpose is to understand the service quality and management level of DB37/T11592009
(service agency) and improve work. Here, we ask some questions. Please choose an answer from the five answers of each question based on your personal experience and mark "√" to reflect your views in a realistic way. Filling out this form is anonymous. We will be responsible for keeping it confidential. Please do not have any concerns. Questionnaire content:
1. What is your overall impression of the service agency during the service period? a) Very good b) Good c) Average d) Poor e) Very poor 2. Do you think the environment of the service agency is clean and hygienic? a) Hygienic b) Relatively hygienic c) Average d) Poor e) Very poor 3. Are you satisfied with the reception work?
a) Satisfiedb) Satisfiedc) Averaged) Not too satisfiede) Not satisfied4. When you entered the service agency, what was the attitude of the service staff? a) Enthusiasticb) Enthusiasticc) Averaged) Indifferente) Indifferent
5. Did the service staff introduce or remind you in detail the rights and matters you should enjoy? a) Detailedb) Detailedc) Averagedd) Not detailede) Not 6. Do you understand the standardized procedures of various services provided by the service agency? a) Very clearb) Clearc) Averagedd) Not too cleare) Not clear7. Do you think the service activities of the service agency meet the standards? a) Meetb) Relatively standardizedc) Averagedd) Poore) Not compliant8. How do you think the service agency does in terms of safety protection? a) Very goodb) Good
c) Averagedd) Poore) Very poor
9. Can your reasonable needs be fully met in the service agency? a) Yes
b) Basically yesc) Generally d) Not quite yese) No10. Do you think the services provided by the service organization are convenient and fast? a) Very convenientb) Convenientc) Generally d) Not quite conveniente) Inconvenient11. Are you satisfied with the facilities, equipment and environment of the service organization? a) Satisfiedb) Satisfiedc) Generally d) Not quite satisfiede) Not satisfied12. If you have any opinions on the services provided by the service organization, do you know how to solve them? a) Very clearb) Clearc) Generally d) Not quite cleare) Not clear13. Are you satisfied with the quality and timeliness of the services provided by the service organization? a) Satisfiedb) Satisfiedc) Generally d) Not quite satisfiede) Not satisfied14. Are you satisfied with the technical confidentiality measures of the service organization? a) Satisfied b) Somewhat satisfied c) Average d) Not quite satisfied e) Dissatisfied 8
1. Survey method
Appendix B
(Informative appendix)
Customer satisfaction calculation method
DB37/T11592009
The survey results were obtained through interviews and distribution of Service Quality Satisfaction Survey Forms using the random sampling method. The sample should be representative. The sample size is based on the number of customers who receive services within a period of time (such as a day, a month or a year) and is calculated according to formula (1).
n=10+5%N
Where:
n——sample size;
N——base number.
2. Satisfaction calculation
The survey results of each item in the "Service Quality Satisfaction Survey Form" are divided into five levels and scored quantitatively as follows: the first level is "very satisfied (very good)", with 10 points; the second level is "relatively satisfied (better)", with 8 points; the third level is "satisfied (average)", with 6 points; the fourth level is "unsatisfied (average)", with 6 points; (poor)", 3 points: The fifth level is "very dissatisfied (poor)", 0 points. n samples score a certain survey and evaluation item respectively, and their average value is the score of the item, calculated according to formula (2). a
-the score of the jth customer on the ith survey and evaluation item in n samples: (2)
The average value of the scores of n samples on the ith survey and evaluation item (full score is 10 points): sample size.
Enterprise service quality satisfaction is calculated according to formula (3). M=
Where:
-Service quality satisfaction, %;
The number of survey and evaluation items listed in the questionnaire.2 Exhibition services
Exhibition service requirements:
a) Internal exhibitions
There are corresponding exhibition venues, making full use of hotel space, expanding exhibition venues, and improving the level of exhibitions; cultivating high-quality exhibitions, developing exhibition projects, and attracting exhibition customers; can hold exhibitions, briefings, seminars and other meetings: can provide booth design and production services:
Assist exhibitors in properly keeping exhibits.
b) Guests participating in other exhibitions
Can provide exhibit transportation, booth construction, booth design and production services; transportation services for exhibitors:
Special services such as customs clearance and exhibit repurchase for international exhibitions. 8.2.3 Large-scale event service
Requirements for large-scale event service:
Specialized institutions and personnel are needed to assist in the preparation of large-scale events: the opening/closing ceremony should be organized in an orderly and safe manner, and the event should be creative; there should be a dedicated service system and arrangement for VIP guest reception; the evacuation flow of personnel and items should be designed reasonably and the guidance should be clear: there should be emergency plans for various emergencies. 8.2.4 Special service
Requirements for special service:
According to the needs of guests, creative planning should be carried out and personalized services should be provided: according to the specific content of the event, the corresponding environment setting and atmosphere creation should be carried out. 8.2.5 Secretary service
Requirements for secretary service:
According to the needs of guests, business secretaries should be provided to assist guests in a series of business activities at the destination: DB37/T1159-2009
Make full use of the hotel's social resources and interpersonal relationship advantages to help guests establish business contacts, expand business networks, and improve business services.
8.2.6 Destination tour service
Requirements for self-guided tour service:
Related information about destination tours should be placed inside the hotel. Tour suggestions can be provided according to the requirements of guests, and corresponding outsourcing services can be provided. 8.2.7 Self-driving service for business guests
According to the needs of business guests and after verifying the business guests' situation, the hotel can provide self-driving service for business guests. 9. Service quality control and evaluation
9.1 Business hotels should collect feedback from guests through effective channels to improve service quality. The customer satisfaction survey form is shown in Appendix A, and the customer satisfaction calculation method is shown in Appendix B. The service quality evaluation of business hotels should be entrusted to a third party for evaluation. 9,2 Business hotels should establish corresponding service quality control and evaluation to standardize the hotel's services and improve service levels. 9.3 If a dispute over service quality occurs between guests and business hotels, the business hotel can negotiate with the guests. During the negotiation, the solution can be determined by referring to the "Interim Provisions on Tourism Complaints" issued by the National Tourism Administration, or the Consumer Association or other relevant departments can be asked to handle it. 9.4 The service quality complaint procedure can refer to the provisions of Chapter 6 of GB/T17242. 7
Dear Customer: Hello!
Appendix A
(Informative Appendix)
Service Quality Satisfaction Questionnaire
This is a simple questionnaire designed for you. The purpose is to understand the service quality and management level of DB37/T11592009
(service agency) and improve work. Here, we ask some questions. Please choose an answer from the five answers of each question based on your personal experience and mark "√" to reflect your views in a realistic way. Filling out this form is anonymous. We will be responsible for keeping it confidential. Please do not have any concerns. Questionnaire content:
1. What is your overall impression of the service agency during the service period? a) Very good b) Good c) Average d) Poor e) Very poor 2. Do you think the environment of the service agency is clean and hygienic? a) Hygienic b) Relatively hygienic c) Average d) Poor e) Very poor 3. Are you satisfied with the reception work?
a) Satisfiedb) Satisfiedc) Averaged) Not too satisfiede) Not satisfied4. When you entered the service agency, what was the attitude of the service staff? a) Enthusiasticb) Enthusiasticc) Averaged) Indifferente) Indifferent
5. Did the service staff introduce or remind you in detail the rights and matters you should enjoy? a) Detailedb) Detailedc) Averagedd) Not detailede) Not 6. Do you understand the standardized procedures of various services provided by the service agency? a) Very clearb) Clearc) Averagedd) Not too cleare) Not clear7. Do you think the service activities of the service agency meet the standards? a) Meetb) Relatively standardizedc) Averagedd) Poore) Not compliant8. How do you think the service agency does in terms of safety protection? a) Very goodb) Good
c) Averagedd) Poore) Very poor
9. Can your reasonable needs be fully met in the service agency? a) Yes
b) Basically yesc) Generally d) Not quite yese) No10. Do you think the services provided by the service organization are convenient and fast? a) Very convenientb) Convenientc) Generally d) Not quite conveniente) Inconvenient11. Are you satisfied with the facilities, equipment and environment of the service organization? a) Satisfiedb) Satisfiedc) Generally d) Not quite satisfiede) Not satisfied12. If you have any opinions on the services provided by the service organization, do you know how to solve them? a) Very clearb) Clearc) Generally d) Not quite cleare) Not clear13. Are you satisfied with the quality and timeliness of the services provided by the service organization? a) Satisfiedb) Satisfiedc) Generally d) Not quite satisfiede) Not satisfied14. Are you satisfied with the technical confidentiality measures of the service organization? a) Satisfied b) Somewhat satisfied c) Average d) Not quite satisfied e) Dissatisfied 8
1. Survey method
Appendix B
(Informative appendix)
Customer satisfaction calculation method
DB37/T11592009
The survey results were obtained through interviews and distribution of Service Quality Satisfaction Survey Forms using the random sampling method. The sample should be representative. The sample size is based on the number of customers who receive services within a period of time (such as a day, a month or a year) and is calculated according to formula (1).
n=10+5%N
Where:
n——sample size;
N——base number.
2. Satisfaction calculation
The survey results of each item in the "Service Quality Satisfaction Survey Form" are divided into five levels and scored quantitatively as follows: the first level is "very satisfied (very good)", with 10 points; the second level is "relatively satisfied (better)", with 8 points; the third level is "satisfied (average)", with 6 points; the fourth level is "unsatisfied (average)", with 6 points; (poor)", 3 points: The fifth level is "very dissatisfied (poor)", 0 points. n samples score a certain survey and evaluation item respectively, and their average value is the score of the item, calculated according to formula (2). a
-the score of the jth customer on the ith survey and evaluation item in n samples: (2)
The average value of the scores of n samples on the ith survey and evaluation item (full score is 10 points): sample size.
Enterprise service quality satisfaction is calculated according to formula (3). M=
Where:
-Service quality satisfaction, %;
The number of survey and evaluation items listed in the questionnaire.2 Exhibition services
Exhibition service requirements:
a) Internal exhibitions
There are corresponding exhibition venues, making full use of hotel space, expanding exhibition venues, and improving the level of exhibitions; cultivating high-quality exhibitions, developing exhibition projects, and attracting exhibition customers; can hold exhibitions, briefings, seminars and other meetings: can provide booth design and production services:
Assist exhibitors in properly keeping exhibits.
b) Guests participating in other exhibitions
Can provide exhibit transportation, booth construction, booth design and production services; transportation services for exhibitors:
Special services such as customs clearance and exhibit repurchase for international exhibitions. 8.2.3 Large-scale event service
Requirements for large-scale event service:
Specialized institutions and personnel are needed to assist in the preparation of large-scale events: the opening/closing ceremony should be organized in an orderly and safe manner, and the event should be creative; there should be a dedicated service system and arrangement for VIP guest reception; the evacuation flow of personnel and items should be designed reasonably and the guidance should be clear: there should be emergency plans for various emergencies. 8.2.4 Special service
Requirements for special service:
According to the needs of guests, creative planning should be carried out and personalized services should be provided: according to the specific content of the event, the corresponding environment setting and atmosphere creation should be carried out. 8.2.5 Secretary service
Requirements for secretary service:
According to the needs of guests, business secretaries should be provided to assist guests in a series of business activities at the destination: DB37/T1159-2009
Make full use of the hotel's social resources and interpersonal relationship advantages to help guests establish business contacts, expand business networks, and improve business services.
8.2.6 Destination tour service
Requirements for self-guided tour service:
Related information about destination tours should be placed inside the hotel. Tour suggestions can be provided according to the requirements of guests, and corresponding outsourcing services can be provided. 8.2.7 Self-driving service for business guests
According to the needs of business guests and after verifying the business guests' situation, the hotel can provide self-driving service for business guests. 9. Service quality control and evaluation
9.1 Business hotels should collect feedback from guests through effective channels to improve service quality. The customer satisfaction survey form is shown in Appendix A, and the customer satisfaction calculation method is shown in Appendix B. The service quality evaluation of business hotels should be entrusted to a third party for evaluation. 9,2 Business hotels should establish corresponding service quality control and evaluation to standardize the hotel's services and improve service levels. 9.3 If a dispute over service quality occurs between guests and business hotels, the business hotel can negotiate with the guests. During the negotiation, the solution can be determined by referring to the "Interim Provisions on Tourism Complaints" issued by the National Tourism Administration, or the Consumer Association or other relevant departments can be asked to handle it. 9.4 The service quality complaint procedure can refer to the provisions of Chapter 6 of GB/T17242. 7
Dear Customer: Hello!
Appendix A
(Informative Appendix)
Service Quality Satisfaction Questionnaire
This is a simple questionnaire designed for you. The purpose is to understand the service quality and management level of DB37/T11592009
(service agency) and improve work. Here, we ask some questions. Please choose an answer from the five answers of each question based on your personal experience and mark "√" to reflect your views in a realistic way. Filling out this form is anonymous. We will be responsible for keeping it confidential. Please do not have any concerns. Questionnaire content:
1. What is your overall impression of the service agency during the service period? a) Very good b) Good c) Average d) Poor e) Very poor 2. Do you think the environment of the service agency is clean and hygienic? a) Hygienic b) Relatively hygienic c) Average d) Poor e) Very poor 3. Are you satisfied with the reception work?
a) Satisfiedb) Satisfiedc) Averaged) Not too satisfiede) Not satisfied4. When you entered the service agency, what was the attitude of the service staff? a) Enthusiasticb) Enthusiasticc) Averaged) Indifferente) Indifferent
5. Did the service staff introduce or remind you in detail the rights and matters you should enjoy? a) Detailedb) Detailedc) Averagedd) Not detailede) Not 6. Do you understand the standardized procedures of various services provided by the service agency? a) Very clearb) Clearc) Averagedd) Not too cleare) Not clear7. Do you think the service activities of the service agency meet the standards? a) Meetb) Relatively standardizedc) Averagedd) Poore) Not compliant8. How do you think the service agency does in terms of safety protection? a) Very goodb) Good
c) Averagedd) Poore) Very poor
9. Can your reasonable needs be fully met in the service agency? a) Yes
b) Basically yesc) Generally d) Not quite yese) No10. Do you think the services provided by the service organization are convenient and fast? a) Very convenientb) Convenientc) Generally d) Not quite conveniente) Inconvenient11. Are you satisfied with the facilities, equipment and environment of the service organization? a) Satisfiedb) Satisfiedc) Generally d) Not quite satisfiede) Not satisfied12. If you have any opinions on the services provided by the service organization, do you know how to solve them? a) Very clearb) Clearc) Generally d) Not quite cleare) Not clear13. Are you satisfied with the quality and timeliness of the services provided by the service organization? a) Satisfiedb) Satisfiedc) Generally d) Not quite satisfiede) Not satisfied14. Are you satisfied with the technical confidentiality measures of the service organization? a) Satisfied b) Somewhat satisfied c) Average d) Not quite satisfied e) Dissatisfied 8
1. Survey method
Appendix B
(Informative appendix)
Customer satisfaction calculation method
DB37/T11592009
The survey results were obtained through interviews and distribution of Service Quality Satisfaction Survey Forms using the random sampling method. The sample should be representative. The sample size is based on the number of customers who receive services within a period of time (such as a day, a month or a year) and is calculated according to formula (1).
n=10+5%N
Where:
n——sample size;
N——base number.
2. Satisfaction calculation
The survey results of each item in the "Service Quality Satisfaction Survey Form" are divided into five levels and scored quantitatively as follows: the first level is "very satisfied (very good)", with 10 points; the second level is "relatively satisfied (better)", with 8 points; the third level is "satisfied (average)", with 6 points; the fourth level is "unsatisfied (average)", with 6 points; (poor)", 3 points: The fifth level is "very dissatisfied (poor)", 0 points. n samples score a certain survey and evaluation item respectively, and their average value is the score of the item, calculated according to formula (2). a
-the score of the jth customer on the ith survey and evaluation item in n samples: (2)
The average value of the scores of n samples on the ith survey and evaluation item (full score is 10 points): sample size.
Enterprise service quality satisfaction is calculated according to formula (3). M=
Where:
-Service quality satisfaction, %;
The number of survey and evaluation items listed in the questionnaire.1Business hotels should collect feedback from guests through effective channels to improve service quality. See Appendix A for the customer satisfaction survey form and Appendix B for the customer satisfaction calculation method. The service quality evaluation of business hotels should be entrusted to a third party. 9, 2Business hotels should establish corresponding service quality control and evaluation to standardize the hotel's services and improve service levels. 9.3If there is a dispute between guests and business hotels about service quality, the business hotel can negotiate with the guests. During the negotiation, the solution can be determined by referring to the "Interim Provisions on Tourism Complaints" issued by the National Tourism Administration, or the Consumer Association or other relevant departments can be asked to handle it. 9.4The service quality complaint procedure can refer to the provisions of Chapter 6 of GB/T17242. 7
Dear customer: Hello!
Appendix A
(Informative Appendix)
Service Quality Satisfaction Survey Form
This is a simple questionnaire designed specifically for you to understand the service quality and management level of DB37/T11592009
(service agency) and improve work. Here, we ask some questions. Please choose one answer from the five answers to each question based on your personal experience and mark "√" to reflect your views truthfully. Filling out this form is anonymous. We will keep it confidential for you. Please do not have any concerns. Questionnaire content:
1. What is your overall impression of the service agency during the service period? a) Very good b) Good c) Average d) Poor e) Very poor 2. Do you think the environment of the service agency is clean and hygienic? a) Hygienic b) Relatively hygienic c) Average d) Poor e) Very poor 3. Are you satisfied with the reception work?
a) Satisfied b) Relatively satisfied c) Average d) Not very satisfied e) Dissatisfied 4. When you entered the service agency, what was the attitude of the service staff? a) Enthusiastic b) Relatively enthusiastic c) Average d) Relatively cold e) Cold
5. Did the service staff introduce or remind you in detail the rights and matters you should enjoy? a) Detailed b) Relatively detailed c) General d) Not detailed e) None 6. Do you understand the standardized processes of various services provided by the service agency? a) Very clear b) Clear c) General d) Not very clear e) Not clear 7. Do you think the service activities of the service agency meet the standards? a) Meet b) Relatively standardized c) General d) Poor e) Not meet 8. How do you think the service agency does in terms of safety protection? a) Very good b) Good
c) General d) Poor e) Very poor
9. Can your reasonable needs be fully met by the service agency? a) Yes
b) Basically yes c) General d) Not very yes e) No 10. Do you think the services provided by the service agency are convenient and fast? a) Very convenient b) Relatively convenient c) General d) Not very convenient e) Not convenient 11. Are you satisfied with the facilities, equipment and environment of the service agency? a) Satisfied b) Relatively satisfied c) General d) Not very satisfied e) Not satisfied 12. If you have any opinions on the services provided by the service agency, do you know how to solve them? a) Very clear b) Clear c) Average d) Not very clear e) Unclear 13. Are you satisfied with the quality and timeliness of the services provided by the service organization? a) Satisfied b) Satisfied c) Average d) Not very satisfied e) Dissatisfied 14. Are you satisfied with the technical confidentiality measures of the service organization? a) Satisfied b) Satisfied c) Average d) Not very satisfied e) Dissatisfied 8
1. Survey method
Appendix B
(Informative Appendix)
Customer satisfaction calculation method
DB37/T11592009
The survey results were obtained through interviews and distribution of the "Service Quality Satisfaction Survey Form" by random sampling survey method. The sample should be representative. The sample size is based on the number of customers who receive services within a period of time (such as a day, a month or a year) and is calculated according to formula (1).
n=10+5%N
Where:
n——sample size;
N——base number.
2. Satisfaction calculation
The survey results of each item in the "Service Quality Satisfaction Survey Form" are divided into five levels and scored quantitatively as follows: the first level is "very satisfied (very good)", with 10 points; the second level is "relatively satisfied (better)", with 8 points; the third level is "satisfied (average)", with 6 points; the fourth level is "unsatisfied (average)", with 6 points; (poor)", 3 points: The fifth level is "very dissatisfied (poor)", 0 points. n samples score a certain survey and evaluation item respectively, and their average value is the score of the item, calculated according to formula (2). a
-the score of the jth customer on the ith survey and evaluation item in n samples: (2)
The average value of the scores of n samples on the ith survey and evaluation item (full score is 10 points): sample size.
Enterprise service quality satisfaction is calculated according to formula (3). M=
Where:
-Service quality satisfaction, %;
The number of survey and evaluation items listed in the questionnaire.1Business hotels should collect feedback from guests through effective channels to improve service quality. See Appendix A for the customer satisfaction survey form and Appendix B for the customer satisfaction calculation method. The service quality evaluation of business hotels should be entrusted to a third party. 9, 2Business hotels should establish corresponding service quality control and evaluation to standardize the hotel's services and improve service levels. 9.3If there is a dispute between guests and business hotels about service quality, the business hotel can negotiate with the guests. During the negotiation, the solution can be determined by referring to the "Interim Provisions on Tourism Complaints" issued by the National Tourism Administration, or the Consumer Association or other relevant departments can be asked to handle it. 9.4The service quality complaint procedure can refer to the provisions of Chapter 6 of GB/T17242. 7
Dear customer: Hello!
Appendix A
(Informative Appendix)
Service Quality Satisfaction Survey Form
This is a simple questionnaire designed specifically for you to understand the service quality and management level of DB37/T11592009
(service agency) and improve work. Here, we ask some questions. Please choose one answer from the five answers to each question based on your personal experience and mark "√" to reflect your views truthfully. Filling out this form is anonymous. We will keep it confidential for you. Please do not have any concerns. Questionnaire content:
1. What is your overall impression of the service agency during the service period? a) Very good b) Good c) Average d) Poor e) Very poor 2. Do you think the environment of the service agency is clean and hygienic? a) Hygienic b) Relatively hygienic c) Average d) Poor e) Very poor 3. Are you satisfied with the reception work?
a) Satisfied b) Relatively satisfied c) Average d) Not very satisfied e) Dissatisfied 4. When you entered the service agency, what was the attitude of the service staff? a) Enthusiastic b) Relatively enthusiastic c) Average d) Relatively cold e) Cold
5. Did the service staff introduce or remind you in detail the rights and matters you should enjoy? a) Detailed b) Relatively detailed c) General d) Not detailed e) None 6. Do you understand the standardized processes of various services provided by the service agency? a) Very clear b) Clear c) General d) Not very clear e) Not clear 7. Do you think the service activities of the service agency meet the standards? a) Meet b) Relatively standardized c) General d) Poor e) Not meet 8. How do you think the service agency does in terms of safety protection? a) Very good b) Good
c) General d) Poor e) Very poor
9. Can your reasonable needs be fully met by the service agency? a) Yes
b) Basically yes c) General d) Not very yes e) No 10. Do you think the services provided by the service agency are convenient and fast? a) Very convenient b) Relatively convenient c) General d) Not very convenient e) Not convenient 11. Are you satisfied with the facilities, equipment and environment of the service agency? a) Satisfied b) Relatively satisfied c) General d) Not very satisfied e) Not satisfied 12. If you have any opinions on the services provided by the service agency, do you know how to solve them? a) Very clear b) Clear c) Average d) Not very clear e) Unclear 13. Are you satisfied with the quality and timeliness of the services provided by the service organization? a) Satisfied b) Satisfied c) Average d) Not very satisfied e) Dissatisfied 14. Are you satisfied with the technical confidentiality measures of the service organization? a) Satisfied b) Satisfied c) Average d) Not very satisfied e) Dissatisfied 8
1. Survey method
Appendix B
(Informative Appendix)
Customer satisfaction calculation method
DB37/T11592009
The survey results were obtained through interviews and distribution of the "Service Quality Satisfaction Survey Form" by random sampling survey method. The sample should be representative. The sample size is based on the number of customers who receive services within a period of time (such as a day, a month or a year) and is calculated according to formula (1).
n=10+5%N
Where:
n——sample size;
N——base number.
2. Satisfaction calculation
The survey results of each item in the "Service Quality Satisfaction Survey Form" are divided into five levels and scored quantitatively as follows: the first level is "very satisfied (very good)", with 10 points; the second level is "relatively satisfied (better)", with 8 points; the third level is "satisfied (average)", with 6 points; the fourth level is "unsatisfied (average)", with 6 points; (poor)", 3 points: The fifth level is "very dissatisfied (poor)", 0 points. n samples score a certain survey and evaluation item respectively, and their average value is the score of the item, calculated according to formula (2). a
-the score of the jth customer on the ith survey and evaluation item in n samples: (2)
The average value of the scores of n samples on the ith survey and evaluation item (full score is 10 points): sample size.
Enterprise service quality satisfaction is calculated according to formula (3). M=
Where:
-Service quality satisfaction, %;
The number of survey and evaluation items listed in the questionnaire.Satisfaction calculation
The survey results of each item in the "Service Quality Satisfaction Survey" are divided into five levels and scored as follows: the first level is "very satisfied (very good)", with 10 points; the second level is "relatively satisfied (better)", with 8 points; the third level is "satisfied (average)", with 6 points; the fourth level is "unsatisfied (poor)", with 3 points; the fifth level is "very unsatisfied (poor)", with 0 points. n samples score a certain survey and evaluation item respectively, and the average value is the score of the item, calculated according to formula (2). a
-The score of the jth customer on the ith survey and evaluation item in the n samples: (2)
The average value of the scores of n samples on the ith survey and evaluation item (full score is 10 points): sample size.
The enterprise service quality satisfaction is calculated according to formula (3). M=
Wherein:
-service quality satisfaction, %;
the number of survey and evaluation items listed in the questionnaire.Satisfaction calculation
The survey results of each item in the "Service Quality Satisfaction Survey" are divided into five levels and scored as follows: the first level is "very satisfied (very good)", with 10 points; the second level is "relatively satisfied (better)", with 8 points; the third level is "satisfied (average)", with 6 points; the fourth level is "unsatisfied (poor)", with 3 points; the fifth level is "very unsatisfied (poor)", with 0 points. n samples score a certain survey and evaluation item respectively, and the average value is the score of the item, calculated according to formula (2). a
-The score of the jth customer on the ith survey and evaluation item in the n samples: (2)
The average value of the scores of n samples on the ith survey and evaluation item (full score is 10 points): sample size.
The enterprise service quality satisfaction is calculated according to formula (3). M=
Wherein:
-service quality satisfaction, %;
the number of survey and evaluation items listed in the questionnaire.
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