Some standard content:
ICS03.080.99
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National Standard of the People's Republic of China
GB/T39000—2020
Specification for service quality for rural homestay innPublished on September 29, 2020
State Administration for Market Regulation
National Standardization Administration
Implementation on September 29, 2020
This standard was drafted in accordance with the rules given in GB/T1.1-2009. This standard was proposed and managed by the China National Institute of Standardization. iiiKAa~cJouaKA
GB/T39000—2020
Drafting units of this standard: Zhejiang Standardization Institute, Deqing County Culture, Radio, Television, Tourism and Sports Bureau, China National Institute of Standardization, Moganshan Homestay Industry Association, Quality Star Testing and Certification (Shanghai) Co., Ltd., Jiangsu Quality and Standardization Institute, Shandong Standardization Institute, Jiangxi Standardization Institute, Yunhe County Agriculture and Rural Bureau The main drafters of this standard: Xi Jinglong, Yun Zhenyu, Tang Jianhui, Ying Shanting, Shen Binli, Qi Fangli, Quan Guodong, Yao Hanjun, Pan Yang, Ma Xiaolei, Liu Yanlin, Yang Guoliang, Sun Hong, Men Yizhong, Hou Yueli, An Jie, Chen Yaru, Luo Kun, Mao Weixiang, Zhang Yue, Zhu Zhizhen, Liu Zhaoping, Liu Jie, Zhang Yiwen, and Li Yunwei.
1 Scope
Quality Specification for Rural Homestay Services
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GB/T39000—2020
This standard specifies the terms and definitions, basic requirements, facilities and equipment, safety management, environmental sanitation, service requirements, and continuous improvement of rural homestays.
This standard applies to the services and management of rural homestays. Normative References
The following documents are essential for the application of this document. For any dated referenced document, only the dated version applies to this document. For any undated referenced document, the latest version (including all amendments) applies to this document. GB5749 Sanitary standard for drinking water
GB/T10001.1 Graphic symbols for public information Part 1: General symbols GB/T10001.2 Graphic symbols for public information for signs Part 2: Tourism and leisure symbols GB14934 National standard for food safety Disinfection of tableware (drinking utensils) GB15630 Requirements for setting up fire safety signs
GB50325 Code for indoor environmental pollution control in civil construction projects Terms and definitions
The following terms and definitions apply to this document. 3.1
ruralhomestayinn
Rural homestay
Located in the countryside, using the villagers' own houses, village collective houses or other facilities, the homestay owner participates in the reception, and facilitates the guests to experience the local beautiful environment, characteristic culture and production and living style. 3.2
Host of homestayinn
Homestay owner
Homestay operator and manager.
Cultural theme
cultural theme
In terms of architectural design, spatial layout, decoration, landscape creation, service content and methods, it reflects the cultural connotation of a certain region, history, ethnicity or local characteristics.
Basic requirements
4.1 The business site should comply with the local land space master plan, ecological environment protection plan and homestay development plan, and there should be no natural disasters (such as landslides, floods, mudslides, etc.) and other hidden dangers that affect public safety. 4.2 Relevant business licenses should be obtained in accordance with the law and operated with a license. 4.3 The business should be operated in good faith, and the goods or services provided should be clearly marked with prices, without false propaganda, short weight and other commercial frauds. 1
GB/T39000—2020
5 Facilities and equipment
5.1 Architecture
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5.1.1 The main building style should be coordinated with the local humanities and customs and the village environment and landscape. The auxiliary facilities should be coordinated with the main building style.
5.1.2 The indoor and outdoor design should reflect the theme characteristics, the space should be beautiful, and the decoration style, material, craftsmanship, color and other aspects should be consistent with the theme. 5.1.3 When the cultural relic building is transformed into a homestay, it should comply with the relevant regulations of the cultural relics department. 5.2 Guest Rooms
5.2.1 The main and guest areas are relatively independent, with complete functions and reasonable layout, and good lighting, ventilation, lighting, sound insulation and shading conditions. It is advisable to have different types of special guest rooms.
5.2.2 The supplies and utensils in the guest room should be fully equipped, made of qualified materials and easy to use. Disposable daily necessities are not provided proactively. 5.2.3 Heating and cooling equipment should be equipped according to the local climate, and the cooling and heating effects should be good. 5.2.4 The guest room should be equipped with power sockets of various specifications, and there should be 2 or more sockets for guests to use, and the switches and sockets should be reasonably located. 5.2.5 The guest rooms should have separate bathrooms, good ventilation and lighting conditions, and be equipped with necessary auxiliary facilities and toiletries, separate dry and wet areas, and have deodorization and anti-slip measures. The water supply and drainage equipment should be in good condition, and cold and hot water should be supplied 24 hours a day with sufficient water flow. 5.3 Restaurant
5.3.1 Complete functions, reasonable layout, and the size of the area should match the maximum reception capacity, with good lighting and ventilation conditions. 5.3.2 Various utensils such as tableware and wine utensils should be matched and not damaged, and there should be sanitary storage space. 5.4 Kitchen
5.4.1 Complete functions, reasonable layout and process, the ground should be hardened and anti-slip, and equipped with ventilation and smoke exhaust facilities and fire-fighting facilities. 5.4.2 Equipped with refrigeration, freezing, disinfection and other facilities and equipment that match the reception capacity, raw and cooked food and semi-finished products should be placed in separate cabinets. 5.4.3 There should be special facilities for placing temporary garbage and keep them closed, and sewage facilities (such as floor troughs, range hoods and exhaust vents, etc.) should be kept clean and unobstructed. It is advisable to have catering sewage oil separation facilities. 5.5 Public toilets
It is advisable to have public toilets with good ventilation and lighting conditions, flushing equipment in good condition, anti-slip measures, and timely replenishment of various consumables (such as toilet paper, hand sanitizer, etc.).
5.6 Parking places
It is advisable to have parking places for vehicles suitable for the reception capacity or nearby, and the vehicles are parked safely and orderly. 5.7 Signs and signs
Announcements (such as rules and regulations signs), names (such as homestay name signs), warnings (such as no smoking signs), and guidance signs (such as walking signs) are complete and conspicuous. They should comply with GB/T10001.1, GB/T10001.2, GB15630 and other regulations, be well made and maintained, reasonably located, and coordinated with the environment. It is advisable to provide signs in multiple languages as needed. 6 Safety Management
Safety Responsible Person
The responsible person for safety should be clearly identified, and various safety management systems such as public security and fire protection should be established to fully implement safety management responsibilities2
6.2 Building Safety
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GB/T39000—2020Www.bzxZ.net
6.2.1 The building is a legal building and should comply with the relevant housing quality and safety requirements. There should be no random construction facilities. 6.2.2 Newly built and renovated buildings should comply with the relevant mandatory standards for engineering construction and be designed and constructed in accordance with the law. 6.2.3 The renovated buildings should not damage the main building and load-bearing structure. If necessary, reinforcement measures should be taken and safety appraisals should be conducted to ensure the safety of the building.
6.3 Facility and Equipment Safety
6.3.1 Water, electricity, gas, heating and other facilities and equipment, as well as anti-theft, rescue, fire protection, sanitation, entertainment and leisure facilities and equipment should be regularly inspected and maintained to keep them in good condition, safe and reliable.
6.3.2 Outdoor facilities and equipment such as billboards and air conditioners and lines should be installed in a standardized and firm manner, without affecting traffic and personal safety, and with good visual effects. 6.3.3 Prominent safety warning signs should be set up in areas and facilities prone to danger, and safety precautions should be notified in advance. 6.4 Food Safety
6.4.1 Food storage and processing operations should comply with the requirements of the national food safety operation specifications for catering services. 6.4.2 The hygiene of food (drinking) utensils should comply with the provisions of GB14934. 6.4.3 Domestic water (including self-provided water sources and secondary water supply) should comply with the requirements of GB5749. 6.4.4 A system for the entry and exit of food and ingredients should be established, and the source can be traced. 6.5 Personal and Property Safety
6.5.1 It is advisable to have over-the-counter external medicines and medical supplies (such as Band-Aids, etc.) that are commonly used and emergency and within the shelf life for guests, and establish a contact mechanism with surrounding medical points.
6.5.2 A guest personal and property safety protection system should be established, and a contact mechanism should be established with the nearest police station or police station (office). 6.5.3 A guest privacy protection system should be established to effectively protect the privacy rights of guests. 6.6 Public Security and Fire Safety
6.6.1 Public Security and Safety
Should comply with the relevant national and local regulations on public security and safety of homestays. Public security and safety management measures include but are not limited to a)
Install and be proficient in using the hotel industry public security management information system or mobile application (APP) accommodation registration system; b) Strictly implement the real-name registration of accommodation in accordance with the management requirements of the public security organs; set up monitoring facilities at the main entrances and keep the monitoring records for more than 30 days; c)
d) Implement a duty system and report any suspicious circumstances and illegal and criminal activities to the public security organs immediately. 6.6.2 Fire safety
should comply with the relevant national and local regulations on fire safety for homestays. Fire safety management measures include but are not limited to: a) Each guest room should have windows that open to the outdoors. If there are difficulties, they can be opened to the open inner patio; windows should not be covered with metal fences, anti-theft nets, billboards or other obstructions. If they are necessary, they should be easy to open from the inside and allow guests to escape; each guest room should post an evacuation diagram in a conspicuous place, and each guest should be equipped with a flashlight, escape mask or Firefighting b)
Self-rescue breathing apparatus and other equipment;
Evacuation passages and emergency exits should be kept unobstructed, and escape facilities such as escape ropes should be installed on each floor of the 3rd floor and above; c)
d) At least one water-based fire extinguisher with a capacity of more than 2kg or ABC dry powder fire extinguisher should be equipped for every 25m2 and placed in public areas on each floor;
GB/T39000—2020
e) Fire separation measures should be adopted between the kitchen and other parts of the building. 6.7 Safety emergency plan
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There should be emergency plans for handling various emergencies such as fire, food safety, epidemic prevention, public security incidents, etc., and regular drills should be conducted. 7 Environmental sanitation
7.1 Sanitation and disinfection
Each area should be kept clean and tidy, and items should be placed in an orderly manner without random stacking or random placement. Buildings and facilities should not be peeled off, dirty, or dusty.
7.1.2 Public supplies should be replaced and disinfected for each guest; if non-disposable slippers are provided, corresponding disinfection facilities should be equipped. 7.1.3 Each area should take effective measures to eliminate rats, cockroaches, flies, mosquitoes and other harmful insects and their living conditions. 7.1.4 Pets, poultry, and livestock should have corresponding sanitation and epidemic prevention and safety isolation measures. 7.1.5 The layout of garbage bins or barrels should be reasonable, and garbage should be collected by classification, cleaned in time, and cleared daily. 7.2
2 Environmental protection
Green and environmentally friendly materials should be used for decoration and decoration materials, and the indoor environmental pollutant concentration limit should comply with the requirements of GB503257.2.1
7.2.2 Sewage should be treated harmlessly, and the discharge should comply with the regulations of the national and local environmental protection departments. 7.2.3 Service facility construction, business service activities, etc. should not cause sound, light, gas and other pollution to the surrounding environment7.2.4 Green and environmentally friendly products should be selected without reducing the comfort of guests. 8 Service requirements
8.1 General requirements
8.1.1 Based on the local resource endowment, explore and inherit the regional cultural connotation, and create a characteristic cultural theme homestay8.1.2 It is advisable to make full use of local tourist reception centers, public parking lots, digital guide systems, folk culture and other agricultural and rural public service resources to meet the service needs of guests
8.1.3 It is advisable to provide characteristic services for different customer groups such as parents and children. 8.1.4 The guests’ ethnic customs and religious beliefs should be respected, and they should be proactively aware of their living and dietary taboos and provide personalized services. 8.1.5 For special guests who need help, such as the disabled, the elderly, children, and pregnant women, necessary facilities and equipment should be provided, and priority services should be given. 8.1.6
It is advisable to provide butler-style services such as full itinerary planning and activity arrangements according to the needs of the guests. A reception desk should be set up, and consultation, reception, check-in, check-out, message and other services should be provided 24 hours a day, and the service response should be timely. 8.1.7
8.1.8 It is advisable to realize online publicity, inquiry, reservation, complaint and other functions. It is advisable to provide free safe and high-speed wireless Internet access covering all areas.
8.2 Employees
8.2.1 The employees should be mainly local villagers, and should hold valid health certificates, actively participate in various related trainings, master basic knowledge and skills of service reception, behave in a civilized manner and have a friendly attitude. 8.2.2 The main employees should master basic first aid knowledge and operation skills, and have the ability to deal with emergencies. 8.2.3 According to the needs of guests, employees can provide reception services in multiple languages or with the help of real-time translation equipment. 4
8.3 Service content
8.3.1 Inquiry service
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GB/T39000—2020
8.3.1.1 It is advisable to provide a variety of consultation methods such as on-site, telephone, and the Internet, and accurately and patiently answer common inquiries such as the address, location, room prices, theme features, and local folk culture of the homestay. 8.3.1.2
2 It is advisable to provide dynamic information related to the homestay that can be queried online. The information should be objective and true. 8.3.2 Reservation service
8.3.2.1 It is advisable to provide a variety of reservation methods such as on-site, telephone, and the Internet, with convenient reservation procedures and valid reservation information. 8.3.2.2
If the room is fully booked, you can recommend nearby B&Bs to the guests. 8.3.2.3
If the order is changed or cancelled, it should be handled promptly and effectively. 8.3.3 Reception service
The B&B owner should take the initiative to greet and see off guests, and share the B&B story, lifestyle and life philosophy with the guests. B&Bs with conditions can provide electronic and self-service accommodation services. 8.3.3.2
3 The reception desk should provide public telephones, item storage, rain gear and charging equipment rental services. 8.3.4
Room service
According to the climate and actual needs of different regions, the room temperature should be kept appropriate and the air should be fresh before the guests arrive. 8.3.4.2
For B&Bs located in mountainous areas or by the sea, necessary moisture-proof or dehumidification measures should be taken according to local climate conditions. 8.3.4.3
Information.
It is advisable to take the initiative to lead guests to the guest rooms, introduce the contents of the guest room services, help guests familiarize themselves with the use of the room facilities and equipment, and inform them of precautions. According to needs, it is advisable to provide bedding of various specifications, and the bedding should be laid out to facilitate sleeping. It is advisable to provide local folk culture, agricultural and sideline products, leisure agriculture and rural tourism boutique routes, health and disease prevention publicity, etc. 8.3.5 Catering services
Breakfast should be provided. If meals cannot be provided, alternatives should be provided. Lunch and dinner should be provided. 2 It is advisable to use local ingredients and provide local snacks, farm dishes or special medicinal diets. The cooking and preparation of dishes should reflect farm flavors and local characteristics.
It is advisable to provide local direct wine, beverages and other special drinks or special noodles. 8.3.5.4 The selection and placement of materials and styles of tableware, wine utensils and kitchen utensils should reflect local rural characteristics and cultural characteristics. 8.3.5.5
5 It is advisable to take the initiative to introduce the characteristics of dishes, guide guests to order reasonably, and promote healthy eating. Catering explanations should reflect cultural connotations. 8.3.5.6
It is advisable to provide a shared farm kitchen where guests can personally experience the making of farm dishes and farm snacks. 8.3.6 Leisure experience services
8.3.6.1 It is advisable to provide public spaces such as courtyards, green spaces, viewing platforms, tea bars or book bars. 8.3.6.2 Local folk customs should be appropriately incorporated into guest experience service projects, and the events should show authenticity. 8.3.6.3
It is advisable to provide experiential or participatory activities such as farming, intangible cultural heritage, cultural creation, science popularization, research, sports, art, and health care. 8.3.6.4 It is advisable to establish contacts with surrounding farmers, family farms, cooperatives, and parks, and promote local handicrafts, Chinese medicinal materials, agricultural and sideline products, and other specialty products to guests.
GB/T39000—2020
8.3.7 Check-out service
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8.3.7.1 It is advisable to provide a variety of checkout payment services such as cash, savings card, credit card, and commonly used online payment, and be able to provide formal invoices. It is advisable to provide local agricultural and sideline products, handicrafts and other special souvenirs. 8.3.7.2
If a guest loses something in the store, you should contact us promptly and handle it properly. 9 Continuous improvement
Service improvement
A service complaint handling mechanism should be established and implemented, including but not limited to: 9.1.1
Establish effective complaint channels such as telephone complaints, online complaints, and opinion books, and make them clear to guests to collect opinions and complaints; a)
b) Complete complaint handling within a reasonable or promised period, and the handling results should be fed back to the complainant in a timely manner. If it cannot be handled effectively, the complainant should be patiently explained;
All complaints should be recorded, and the progress of complaint handling can be inquired c
9.1.2 A management procedure for service remediation measures should be established and implemented, including but not limited to: a)
Service remediation policy;
Service failure analysis and classification;
Service remediation plan and measures;
Service remediation result evaluation.
Service improvement measures should be formulated and implemented, including but not limited to: 9.1.3
Control unqualified services and complaints, identify and analyze the causes, and take corrective and preventive measures in a timely manner: Regularly conduct self-evaluation of service quality, take improvement measures based on guest feedback and self-evaluation results, and continuously improve service quality.
Neighborhood relationship maintenance
Neighborhood relationship maintenance measures should be established and implemented, including but not limited to: a)
Consciously abide by village rules and regulations, respect local social customs and lifestyles, and inform guests of precautions in advance; actively participate in local public welfare undertakings or public welfare activities; b)
Actively integrate into local community activities and establish a relationship of mutual assistance with neighbors; maintain good communication with neighbors, and promptly correct behaviors that harm neighborhood interests such as occupying neighborhood land. d)
9.2.2 Regularly conduct self-evaluation of neighborhood relations and take effective measures based on the evaluation results: Continuously improve neighborhood relations 6
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