Some standard content:
GB/T 15731--1995
This standard is the service quality standard for tourist ships. The purpose of formulating this standard is to establish the service image of tourist ships and promote the steady improvement of the service quality of tourist ships in my country by rating the service quality of tourist ships. When tourist ships are rated according to this standard, they must hold all valid certificates issued by the national transportation authority or authorized agency (China Classification Society).
This standard is formulated with reference to international information on tourist ship rating and combined with my country's national conditions. It is the technical basis for the classification and standardized management of inland river tourist ships in my country. This standard is proposed by the National Tourism Administration.
This standard is under the jurisdiction of the National Tourism Standardization Technical Committee and is responsible for interpretation. The responsible drafting unit of this standard: Hubei Provincial Tourism Bureau. Participating drafting units: China Changjiang Shipping Group Corporation, Wuhan Ship Inspection Bureau, Yangtze River Ship Design Institute, Yangtze River Cruise Corporation. The main drafters of this standard are: Liu Dajiang, Xiao Tongchuan, Peng Yanxiang, Gong Changshi, Chen Xiaoping, Chen Xiuhai, Zhang Shaoming. 120
1 Scope
National Standard of the People's Republic of China
Star-rating standard for
cruise ships on inland river This standard specifies the principles, methods and requirements for the star-rating and evaluation of cruise ships on inland river in my country. GB/T 15731—1995
This standard applies to cruise ships with an operating capacity of more than 24 hours (including 24 hours) in the inland waters of my country. 2 Referenced standards
The provisions contained in the following standards constitute the provisions of this standard through reference in this standard. When this standard is published, the versions shown are valid. All standards are subject to revision, and parties using this standard should explore the possibility of using the latest version of the following standards. GB5749-85 Sanitary standard for drinking water
GB9664-88 Sanitary standard for cultural and entertainment venues GB9665-88 Sanitary standard for public bathrooms
GB9666--88 Sanitary standard for barber shops and beauty salons GB9673-88 Sanitary standard for public transport GB10001-1995 Graphic symbols for public information signs GB/T19004.2---1995 Quality management and quality system elements Part II: Service guide JT78--94 Sanitary standard for luxury inland tourist ships WH0201--94 Lighting and light pollution limit standards for dance halls 3 Definitions
t star-rating system
3.1 Stars
Indicates the level of service facilities and service quality of inland tourist ships. 3.2 Sun deck
A deck for tourists to go sightseeing or carry out other outdoor activities. 4 Classification and basis of inland river tourist ship star rating
4.1 Classification of inland river tourist ship star rating
Inland river tourist ship is divided into five star ratings, namely one star, two star, three star, four star and five star. The higher the star rating, the higher the service level of the tourist ship.
4.2 Basis of classification of inland river tourist ship star rating
The classification of star rating is based on the decoration, facilities, equipment and management, service level and tourist satisfaction of the inland river tourist ship. The specific evaluation method is implemented according to the evaluation rules of tourist ship facilities and equipment, the evaluation rules of maintenance of facilities and equipment, the evaluation rules of cleanliness and sanitation, the evaluation rules of service quality and the evaluation rules of guest opinions. Approved by the State Bureau of Technical Supervision on November 7, 1995 and implemented on January 1, 1996
5 Signs
GB/T 15731—1995
Star rating is indicated by a five-pointed star. One five-pointed star indicates one star, two five-pointed stars indicate two stars, three five-pointed stars indicate three stars, four five-pointed stars indicate four stars, and five five-pointed stars indicate five stars. This standard sign shall be implemented in accordance with the standards of relevant signs. 6 Star rating conditions for inland tourist ships
6.1—Star rating
6.1.1 The tourist ship has a beautiful appearance and a basically reasonable layout, which is convenient for tourists to move around normally on the ship. 6.1.2 There is a reception area and service desk that are suitable for the scale and star rating of the tourist ship. 6.1.3 The guest rooms should have at least the following facilities and equipment: a) There are at least 20 guest rooms available for rent. b) The guest rooms are well decorated and have cushioned beds, tables, chairs, hangers and other matching furniture. The lighting should be sufficient. c) 50% of the guest rooms have bathrooms, equipped with flush toilets, washbasins, showers, all equipped with shower curtains, and effective anti-skid and drainage measures are adopted, with hot and cold water supplied for 12 hours. For guest rooms without bathrooms, there is one shower head, one washbasin and one toilet for every 6 people, and separate male and female public bathrooms and toilets.
d) According to the climate of the navigation area, there are heating or cooling air-conditioning equipment and good ventilation. e) The guest rooms should have viewing windows and blackout curtains. 6.1.4 There is a restaurant that is suitable for the reception capacity of the guest rooms. 6.1.5 The kitchen should at least meet the following conditions: a) The floor is paved with anti-skid materials.
b) There is a separation between the cold dish room and the hot dish room, there are sufficient refrigerators, there is a special dishwashing and disinfection area, and the layout is reasonable. The kitchen temperature is appropriate, there are sufficient exhaust facilities,
6.1.6 Public area facilities and equipment
a) There is a certain outdoor sightseeing public area on the front or rear deck. b) According to the climatic conditions of the navigation area, indoor public areas shall be equipped with cooling or refrigeration equipment. c) There shall be a dance hall or entertainment room with an area suitable for the number of guest rooms, equipped with a television and recording and playback equipment. d) There shall be an indoor public rest area equipped with bookshelves. e) There shall be a counter for daily necessities.
f) There shall be emergency medical service facilities.
g) There shall be a barber shop.
6.1.7 Service Items
a) Luggage pick-up and delivery services shall be provided, and luggage storage services shall be provided. b) There shall be staff on duty at the service desk 24 hours a day to provide reception, inquiry and check-out services. Foreign currency exchange services shall be provided at regular intervals. Rain gear services shall be provided.
c) Short-distance tourism projects off the ship shall be provided. d) Promotional materials and price lists for tourist ship services shall be provided. A timetable of cruise itineraries and activity schedules shall be provided. Tour guides holding national junior tour guide certificates or above shall be provided to introduce famous scenic spots along the two banks in Chinese and English. e) The guest rooms and bathrooms are fully cleaned once a day, and the bed sheets and pillowcases are changed for each voyage. The hot and cold drinking water supply is guaranteed 24 hours a day, and the guest rooms are equipped with tourist ship service guides and boarding regulations. f) The restaurant supervisor and foreman can use English to provide services, and breakfast, lunch and dinner are provided on time, and can provide Chinese food banquets. g) Provide book and newspaper rental services.
h) Sell stamps and send letters on behalf of others.
i) There are fixed flights and reservation services can be provided. GB/T15731--1995
6.1.8 The graphic symbols of hygiene, environment and public information shall comply with the provisions of Chapter 7 of this standard. 6.1.9 The service quality shall comply with the provisions of Chapter 8 of this standard. 6.2 Two-star
6.2.1 The tourist ship has a beautiful appearance, a basically reasonable layout, and good decoration materials. It can provide tourists with sufficient activity space. 6.2.2 There is a lobby and service desk that is suitable for the reception capacity, and there is a tourist ship atmosphere. 6.2.3 The guest rooms shall have at least the following facilities and equipment: a) At least 20 guest rooms available for rent. b) Well decorated, with cushioned beds, tables, chairs, wardrobes, luggage racks and other matching furniture. There shall be sufficient lighting. c) All guest rooms shall have bathrooms equipped with flush toilets, wash basins, dressing mirrors, showers and shower curtains. Effective anti-skid and drainage measures shall be taken, and hot and cold water shall be provided 18 hours a day.
d) According to the climate of the navigation area, the guest rooms shall have heating or cooling air-conditioning equipment and good ventilation. e) There shall be telephones. wwW.bzxz.Net
f) There shall be televisions.
g) There shall be stationery suitable for the star rating. h) There shall be sightseeing windows and blackout curtains.
6.2.4 There shall be restaurants and cafes suitable for the reception capacity of the guest rooms (which may be used together with the restaurant). 6.2.5 There shall be facilities that can provide bar services. 6.2.6 The kitchen shall have at least the following conditions: a) The walls shall be treated to prevent oil stains, and the floor shall be paved with anti-skid materials. b) The kitchen layout is basically reasonable, with cold dishes and hot dishes separated, sufficient refrigerators, and a dedicated dishwashing and disinfection area in a reasonable location. There are facilities for placing temporary garbage. The kitchen temperature is appropriate and there are sufficient exhaust facilities. There are sound insulation, odor insulation and heat insulation facilities between the kitchen and the restaurant.
6.2.7 Public Area Facilities and Equipment
a) There are areas on the front and rear decks for all tourists to enjoy the outdoor view at the same time when the tourist boat is fully loaded, and there are front or rear indoor viewing areas.
b) According to the climate of the sailing area, the indoor public areas are equipped with heating or cooling equipment. c) Public toilets for tourists are provided. d) There is a dance hall with karaoke facilities.
e) There is a reading room and a chess and card room (which can be used as a reading room). f) There is a medical room and a massage room (which can be used as a medical room). g) There is a small shopping mall.
h) There is a beauty salon.
6.2.8 Service Items
a) Luggage pick-up and delivery services are provided, and luggage storage services are available. b) There are staff on duty at the service desk 24 hours a day to provide reception, inquiry and check-out services. Foreign currency exchange services are provided regularly. Rain gear services are provided, and valuables storage services are provided.
c) Short-distance tour projects off the ship are provided. d) The general service desk provides promotional materials and price lists for tourist boat services, and provides a timetable for the progress of tourist boat itineraries and activity schedules. e) Equipped with tour guides holding national junior tour guide certificates or above, introducing the scenic spots along the way in Chinese and English. There are fixed evening entertainment programs.
f) The guest rooms and bathrooms are fully cleaned once a day, and the bed sheets and pillowcases are changed every two days. Equipped with necessary guest supplies and consumables. 24-hour hot and cold drinking water is guaranteed, and wet washing and ironing services for clothes can be provided. The guest rooms are equipped with tourist boat service guides and boat regulations. 123
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g) Breakfast, lunch and dinner are provided on time, and Chinese banquets, buffets and Western breakfasts can be provided. Restaurant supervisors and foremen can provide services in English. h) - Generally, closed-circuit television programs should be provided, and program lists should be prepared. i) Daily tourist supplies can be sold.
j) Books and newspapers can be rented.
k) Sell stamps, send letters, and handle domestic luggage consignment. 1) There are fixed flights and reservation services can be provided. 6.2.9 Hygiene, environment, and public information graphic symbols should comply with the provisions of Chapter 7 of this standard. 6.2.10 Service quality should comply with the provisions of Chapter 8 of this standard. 6.3 Three-star
6.3.1 The appearance of the tourist ship is beautiful and elegant, and the shape is unique. The interior decoration uses high-end materials, which is beautiful and unique. The layout is reasonable, with a certain style and characteristics, and can provide tourists with a more comfortable activity place. 6.3.2 There is a lobby that is suitable for the reception capacity, and a service desk and public rest area that are suitable for the star scale of the tourist ship. There is an introduction to the senior management personnel.
6.3.3 The guest rooms should have at least the following facilities and equipment: a) There are at least 20 guest rooms.
b) The guest rooms are well decorated and beautiful. There are matching furniture such as dressing table or writing desk, wardrobe, soft bed, chair or simple sofa, bedside control cabinet, etc. The room is fully carpeted or wooden floor, the room adopts regional lighting, and the lighting of the target object is good, and the indoor area is relatively wide. c) Each room has a bathroom, equipped with a flush toilet, dressing table, washbasin, dressing mirror, shower or bathtub, and shower curtain. Take effective anti-slip measures and good drainage facilities, the bathroom uses higher-grade materials to decorate the floor and surface, the color is soft, and the lighting of the target object is good. There is a good exhaust system or exhaust fan, and there is a 110/220V power socket. Hot and cold water is supplied 24 hours a day. d) There is central air conditioning, and the temperature is required to be controlled between 20℃ and 25℃. Good ventilation. e) Each room has a telephone, and international and domestic long-distance calls can be made through the satellite phone transfer room. Instructions for use and relevant telephone numbers are available next to the telephone.
) There are color TVs and audio equipment.
g) There are suites and single rooms.
h) There are viewing windows and blackout curtains.
i) There are stationery that is suitable for the star rating of the tourist ship. 6.3.4 There are Chinese restaurants, Western restaurants, coffee shops (which can be used together with Western restaurants) and banquet halls or flavor restaurants that are suitable for the reception capacity of the guest rooms. 6.3.5 There is an independent closed bar (which can be used together with the front or rear viewing space). There are more than 10 types of wine. 6.3.6 The kitchen should at least meet the following conditions: a) The wall surface should be treated to prevent oil stains, and the floor should be covered with non-slip materials. b) The kitchen layout is basically reasonable, the cold dish room is separated from the hot dish room, there is a separate pastry room, there are sufficient refrigerators, and the location of the dishwashing and disinfection area is reasonable. There are special facilities for placing temporary garbage. The kitchen temperature is appropriate and there are sufficient exhaust facilities. There are effective sound insulation, odor insulation and heat insulation measures between the kitchen and the restaurant.
6.3.7 Public area facilities and equipment
a) There are areas on the front and rear decks for all tourists to enjoy the outdoor view at the same time when the tourist boat is fully loaded, and there are front or rear indoor viewing areas.
b) There is central air conditioning, and the temperature is controlled between 20℃ and 25C. c) There is a public toilet for tourists to use. d) There is a dance hall.
e) There is a reading room or library.
f) There is a beauty salon.
g) There is a massage room.
h) There is a gym.
i) There is a chess and card room.
GB/T 15731—1995
j) There is a small shopping mall selling daily necessities and tourist supplies. There are counters for selling books and handicrafts. k) There is a multi-functional hall (which can be used as a dance hall) and facilities for conference services. 1) There is a business center.
m) There are facilities for the disabled, which can generally meet the daily living requirements of the disabled. n) There is a sun deck, and leisure service facilities such as lounge chairs are provided. o) There is a background music system.
p) There is a medical room.
6.3.8 Service items
a) Provide welcoming services for tourists to get on and off the ship. b) Provide luggage pick-up and delivery services, and luggage storage services. c) There are staff on duty at the service desk 24 hours a day, providing reception, information and one-time check-out services for leaving the ship, and credit card services can be provided. Foreign currency exchange services are provided regularly (more than 12 hours). Rain gear services are provided. d) There is a valuables safe that can be opened by service staff and tourists at the same time. e) Provide special services for the disabled.
f) Provide short-distance tourism project services for leaving the ship. g) Provide publicity materials and price lists for tourist ship services, and provide a timetable for the progress of tourist ship itineraries and activity schedules. h) Equipped with tour guides holding national intermediate tour guide certificates or above, providing full-course tour guide services for scenic spots along the coast in more than one foreign language (English is a must).
i) There are fixed programs and activities arranged throughout the day, and fitness guidance and special lectures can be provided according to the needs of tourists. Arrangement of entertainment programs, small sports competitions and other activities.
i) The evening entertainment programs are rich and diverse. k) The guest rooms and bathrooms are fully cleaned and tidied once a day, and the bed sheets and pillowcases are changed every day. Guest supplies and consumables are fully replenished. Provide turndown service. There are usually refrigerators in the guest rooms, providing sufficient soft drinks. Guarantee the supply of hot and cold drinking water and ice cubes 24 hours a day, and provide tea for free.
1) Provide meal delivery service, prepare meal delivery menus and beverage lists, provide Chinese and Western breakfast or light meal delivery service 18 hours a day, and prepare meal delivery signs that can be hung outside the guest room door.
m) Provide laundry service, wet cleaning and ironing services. n) Provide two channels of closed-circuit television programs, the content of which complies with the regulations of the Chinese government, and the daily broadcast time shall not be less than 10 hours, and the broadcast time shall not be earlier than 24:00.
o) Can use two foreign languages (one of which is English) to connect domestic and international long-distance calls for tourists through satellite phones. p) Provide shoe-shining tools.
q) Have tourist ship service guides and scenic spot publicity materials and ship boarding regulations. r) Can provide breakfast, lunch and dinner according to the time requirements of tourists, and can provide Chinese and Western breakfast, Chinese banquets, and Western buffet reception services. Breakfast is generally required to provide buffets (Chinese and Western). Restaurant supervisors, foremen and main waiters can serve in English, and the restaurant can provide services in no less than two foreign languages.
s) Provide convenient medical treatment.
t) The mall sells tourist daily necessities, books and periodicals, tourist souvenirs, handicrafts, etc. u) Sell stamps, send letters, handle telegrams, faxes, photocopies, domestic luggage consignment, film development, and repair daily necessities. v) There are fixed flights and a complete reservation system to accept reservations for international and domestic tourist boat rooms in a timely manner. w) Provide book and newspaper rental services.
6.3.9 The graphic symbols of hygiene, environment and public information shall comply with the provisions of Chapter 7 of this standard. 123
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6.3.10 The service quality shall comply with the provisions of Chapter 8 of this standard. 6.4 Four-star
6.4.1 The tourist boat has a beautiful appearance and unique style. It uses high-end decorative materials, has a significant style, elegant atmosphere and reasonable layout. It can provide tourists with a comfortable place for activities.
6.4.2 There is a lobby that is suitable for the reception capacity, and a service desk and public rest area that are suitable for the star scale of the tourist boat. There is an introduction to senior management personnel.
6.4.3 The guest rooms shall have at least the following facilities and equipment: a) There shall be at least 20 guest rooms.
b) The guest rooms shall be luxuriously decorated, with high-quality soft-cushioned beds, dressing tables, wardrobes and hangers, coffee tables, chairs or sofas, bedside multifunctional control cabinets and other supporting furniture. The room shall be fully covered with high-quality carpets or high-quality wooden floors. Regional lighting shall be used, and the illumination of the target object shall be good. There shall be a full-length mirror. The indoor area shall be wide.
c) There shall be a bathroom, equipped with a low-noise flush toilet, a dressing table (with a basin and a dressing mirror), a shower or a bathtub with a shower head, and a shower curtain. Effective anti-slip measures and good drainage facilities shall be taken, and the bathroom shall be decorated with high-quality materials for the floor and walls, with elegant and soft colors, and the illumination of the target object shall be good. There shall be an exhaust system or exhaust fan, a 110/220V power socket, and a telephone extension. Hot and cold water shall be supplied 24 hours a day. d) There shall be central air conditioning, and tourists can adjust the room temperature by themselves, and the ventilation shall be good. e) There shall be a telephone and international and domestic long-distance calls can be made directly. There are instructions for use and relevant telephone numbers next to the telephone. f) There is a color TV, a satellite-connected closed-circuit television system and an optional control audio system. g) There are very effective noise prevention and sound insulation measures. h) There are an appropriate number of luxury suites and single rooms. i) There are viewing windows and inner and outer blackout curtains. j) There are stationery supplies that are suitable for the tourist ship class. 6.4.4 There are high-end Chinese and Western restaurants, coffee shops and banquet halls or flavor restaurants with reasonable layouts that are suitable for the reception capacity of the guest rooms. 6.4.5 There is an independent closed bar with a reasonable layout and elegant decoration. 6.4.6 The kitchen should at least meet the following conditions: a) The wall should be treated to prevent oil pollution and the floor should be covered with non-slip materials. b) The kitchen layout is reasonable, the cold dish room is separated from the hot dish room, there is a separate pastry room, there are sufficient refrigerators, and the dishwashing and disinfection area is reasonably located. There are special facilities for placing temporary garbage. The kitchen temperature is appropriate and there are sufficient exhaust facilities. There are very effective sound insulation, odor insulation and heat insulation measures between the kitchen and the restaurant.
6.4.7 Public area facilities and equipment
a) There are areas on the front and rear decks for all tourists to enjoy the outdoor view at the same time when the tourist boat is fully loaded, and there are front and rear indoor viewing areas.
b) There is central air conditioning, and the temperature is controlled between 20℃ and 25℃. c) There is a public toilet for tourists to use. d) There is a dance hall equipped with high-end audio-visual and sound facilities. e) There is a reading room or library.
f) There is a beauty salon. There is a massage room.
g) There is a gym. There is a sauna or steam room. h) There are chess, card, game and entertainment rooms.
i) There is a background music system.
ji) There is a small shopping mall.
k) There is a business center.
1) There is a multi-functional hall, conference service facilities, and simultaneous interpretation equipment. m) There are facilities for the disabled, which can generally meet the daily living requirements of the disabled. 126
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n) There is a sun deck, and leisure service facilities such as lounge chairs are provided. 0) There is a medical room.
6.4.8 Service items
a) Provide welcoming and seeing-off services for tourists getting on and off the ship. b) Provide luggage pick-up and delivery services, and luggage storage services. c) There are staff on duty at the service desk 24 hours a day, providing reception, information and one-time check-out services for leaving the ship, and credit card services. Foreign currency exchange services are available at any time. Provide weather forecast and rain gear services. d) There is a valuables safe that can be opened by service staff and tourists at the same time. e) Provide special services for the disabled.
f) Provide short-distance tourism projects off the ship. g) Provide tourist ship service project publicity materials and price lists, and provide tourist ship itineraries and activity schedules. h) Equipped with tour guides with national senior tour guide certificates, they can provide services in two or more foreign languages (English is required) and provide full-course coastal scenic spot tour guide services.
i) There are fixed voyage program activities. According to the needs of tourists, we can provide fitness guidance, special lectures, small entertainment sports competitions and other entertainment activities. According to the requirements of tourists, we can arrange special tourist activities. j) Daily evening entertainment activities should have themes, rich programs and various forms. k) The guest rooms and bathrooms are fully cleaned and tidied once a day, and the bed sheets and pillowcases are changed every day. Guest supplies and consumables are fully replenished. Provide turndown service and set good night cards. There is a mini bar (including a small refrigerator) in the guest room, providing sufficient drinks, strong liquor, drinking utensils and wine lists. Hot and cold drinking water is guaranteed 24 hours a day, and ice cubes and tea are provided free of charge. 1) Provide meal delivery service, prepare meal delivery menus and beverage lists, provide Chinese and Western breakfast, lunch and dinner services 24 hours a day, with no less than 8 dishes, no less than 6 beverages, and no less than 4 desserts. There is also a meal delivery sign that can be hung outside the guest room door. m) Provide clothing dry cleaning, wet cleaning and ironing services. Provide shoe shine service. n) Provide satellite TV programs and two channels of closed-circuit TV programs, the content of which complies with the regulations of the Chinese government, with a daily broadcast time of no less than 18 hours and a broadcast end time no earlier than 24:00. o) Be able to connect domestic and international long-distance calls for tourists in three foreign languages (English is a required language). p) Provide tourist boat service guides, scenic spot publicity materials and boat boarding regulations. q) According to the living habits of tourists, reasonably arrange Chinese and Western breakfast, lunch and dinner at regular times, and breakfast is Chinese and Western buffet. Be able to provide local cuisine, Chinese banquets, and Western cold banquets. Be able to provide Chinese and Western a la carte services, and the last call for dinner business hours shall not be earlier than 21:00. Restaurant supervisors, foremen and waiters can serve in fluent English. The restaurant can provide services in no less than three foreign languages. r) Provide convenient medical treatment
s) Sell tourist daily necessities, tourist souvenirs, books and periodicals, handicrafts, etc. Provide flower services. t) In addition to the services provided in accordance with 6.3.8u of this standard, typing, translation, secretarial services, etc. may be provided. u) Children's playrooms are set up to provide valet child care services. v) There are fixed flights and a complete reservation system to accept reservations for international and domestic tourist ship rooms in a timely manner. w) Book and newspaper rental services are provided.
6.4.9 Graphic symbols for hygiene, environment and public information shall comply with the provisions of Chapter 7 of this standard. 6.4.10 Service quality shall comply with the provisions of Chapter 8 of this standard. 6.5 Five-star
6.5.1 The tourist ship has an elegant and unique appearance, and the interior decoration uses high-end and luxurious decorative materials. The layout is reasonable, the style is unique, and the atmosphere is luxurious, which can provide tourists with a luxurious and comfortable activity venue. 6.5.2 There is a lobby that is suitable for reception capacity, and a service desk and guest rest area that are suitable for the star scale of the tourist ship. There is an introduction to senior management personnel.
6.5.3 The guest rooms should have at least the following facilities and equipment: 127
a) There are at least 20 guest rooms.
GB/T 15731—1995
b) The guest rooms are luxuriously decorated, with luxurious soft cushion beds, dressing tables, wardrobes and hangers, coffee tables, chairs or sofas, bedside multifunctional control cabinets and other high-end supporting furniture. The room is fully covered with high-end carpets or high-quality wooden floors. Regional lighting is used, and the lighting of the target object is good. Equipped with a full-length mirror, the indoor area is spacious.
c) There is a bathroom with a low-noise flush toilet, a dressing table (equipped with a basin and a dressing mirror), a shower or bathtub with a shower head, and a shower curtain. Effective anti-slip measures and good drainage facilities are taken. The bathroom uses high-end materials to decorate the floor and walls, with elegant and soft colors, and the lighting of the target object is good. There is an exhaust system or exhaust fan, a 110/220V power socket, a telephone extension, and a hair dryer. 24-hour supply of cold and hot water. d) There is central air conditioning, and tourists can adjust the room temperature by themselves, and the ventilation is good. e) There is a telephone and can directly dial international and domestic long-distance calls. There are instructions for use and relevant telephone numbers next to the telephone. f) There is a color TV, a satellite-connected closed-circuit television system and an optional control audio system. g) There are very effective noise prevention and sound insulation measures. h) There are an appropriate number of unique luxury suites and single rooms. i) There are viewing windows and inner and outer blackout curtains. j) There are stationery supplies that are suitable for the star rating of the tourist ship. k) There is a weighing scale.
6.5.4 There are high-end Chinese and Western restaurants, coffee shops, banquet halls or flavor restaurants with reasonable layouts that are suitable for the reception capacity of the guest rooms. 6.5.5 There is a bar with reasonable layout, elegant decoration and characteristics. 6.5.6 The kitchen should at least meet the following conditions: a) The wall should be treated with anti-oil stains and the floor should be covered with anti-slip materials. b) The kitchen layout is reasonable, the cold dish room is separated from the hot dish room, there is a separate pastry room, there are sufficient refrigerators, and the dishwashing and disinfection area is reasonably located. There are special facilities for placing temporary garbage. The kitchen temperature is appropriate and there are sufficient exhaust facilities. There are very effective sound insulation, odor insulation and heat insulation measures between the kitchen and the dining room.
6.5.7 Public area facilities and equipment
a) There are areas on the front and rear decks for all tourists to enjoy the outdoor view at the same time when the tourist boat is fully loaded, and there are also indoor viewing areas on the front and rear decks. b) There is central air conditioning, and the temperature is controlled between 20℃ and 25℃. c) There is a public toilet for tourists to use. d) There is a dance hall equipped with advanced audio-visual and sound equipment. e) There is a library with a reading room.
f) There is a beauty salon and a massage room.
g) There is a gym. There is a sauna or steam room, and it is equipped with a surfing pool. h) There are chess, card, game and entertainment rooms.
i) --- There is usually a swimming pool.
j) There is a background music system.
k) There is a small shopping mall.
1) There is a business center.
m) There is a multi-functional hall.
n) There is a conference hall with simultaneous interpretation equipment. 0) There are facilities for disabled people, which can generally meet their daily needs. p) There is a sun deck, and leisure service facilities such as lounge chairs are provided. q) There is a medical room.
6.5.8 Service items
a) Provide welcoming and seeing-off services for tourists getting on and off the ship. b) Provide luggage pick-up and delivery services, and luggage storage services. 128
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c) There are staff on duty at the service desk 24 hours a day, providing reception, inquiry and one-time check-out services when leaving the ship. Provide credit card services. Provide foreign currency exchange services at any time. Provide weather forecast and rain gear services. d) There is a valuables safe that can be opened by service staff and tourists at the same time. e) Provide special services for disabled people.
f) Provide short-distance tourism project services when leaving the ship. g) Provide publicity materials and price lists for tourist ship services, and provide tourist ship itineraries and activity schedules. h) Equipped with tour guides holding national senior tour guide certificates, providing full-course coastal scenic spot tour guide services in three or more foreign languages (English is a must).
i) There are fixed voyage program activities, which can provide fitness guidance, special lectures, entertainment projects, small sports competitions, and special tourism project activities. Various special tourism activity service projects can be arranged. j) Daily evening entertainment activities should have themes, rich programs, and various forms. k) The guest rooms and bathrooms are fully cleaned and tidied once a day, and the bed sheets and pillowcases are changed every day. Guest supplies and consumables are fully replenished. Provide turndown service, set good night cards, flowers or gifts. There is a mini bar (including a small refrigerator) in the guest room, provide sufficient drinks, and place strong liquor, with drinking utensils and wine lists. Hot and cold drinking water is guaranteed 24 hours a day, and ice cubes and tea are provided free of charge. Provide a bathrobe for each tourist. 1) Provide meal delivery service, prepare meal delivery menus and beverage menus, provide Chinese and Western breakfast, lunch and dinner services 24 hours a day, with no less than 8 dishes, no less than 6 beverages, and no less than 4 desserts. There are also meal delivery signs that can be hung outside the guest room door. m) Provide dry cleaning, wet cleaning, ironing and repair services for clothes, which can be returned to tourists within 24 hours. Provide shoe shining service. n) Provide satellite TV programs and more than two channels of self-produced closed-circuit TV programs, the content of which complies with the regulations of the Chinese government and is broadcast all day. o) Be able to connect domestic and international long-distance calls for tourists in three foreign languages (one of which is English). p) Have a tourist boat service guide, scenic spot publicity materials and boat boarding regulations. q) According to the living habits of tourists, reasonably arrange Chinese and Western breakfast, lunch and dinner at regular times, and provide buffets for breakfast, lunch and dinner. Be able to provide local specialties, Chinese banquets, Western cocktail parties, buffets and banquet services. Provide Chinese and Western a la carte services, and the last call for dinner business hours shall not be earlier than 22:00. The restaurant supervisor, foreman and waiter can provide services in fluent English. The restaurant can provide services in no less than three foreign languages. Meal services can be provided on the deck upon request of tourists. r) A mobile bar is set up to serve tourists 24 hours a day. s) Medical treatment is provided at any time.
t) Daily necessities, souvenirs, books and periodicals, handicrafts, etc. are sold. Flower services are provided. u) In addition to the services provided in 6.3.8u of this standard, the business center can provide typing, translation, secretarial and other services. v) A children's playroom is set up to provide child care services on behalf of tourists. w) There are fixed flights and a complete reservation system to accept reservations for international and domestic tourist ship rooms in a timely manner. x) Book and newspaper rental services are provided.
6.5.9 Graphic symbols for hygiene, environment and public information should comply with the provisions of Chapter 7 of this standard. There are complete environmental protection facilities. 6.5.10 The service quality should comply with the provisions of Chapter 8 of this standard. 7 Requirements for sanitation, environmental protection, and public information graphic symbols for tourist ship operations 7.1 The sanitation management of inland tourist ship operations shall comply with the provisions of GB5749, GB9664, GB9665, GB9666, GB9673, JT78, and WH0201.
7.2 The public information graphic symbols of tourist ships shall comply with the provisions of GB10001. 7.3 All employees of tourist ships shall be trained in environmental protection knowledge or skills, and have clear environmental protection measures and job division. The environmental protection management of tourist ship dance halls shall comply with the provisions of WH0201.
7.4 Special technical measures shall be taken for noise reduction and vibration suppression of inland tourist ships. It shall be ensured that the ship has no abnormal vibration. Cabin noise, especially guest room noise standard, shall be controlled below 55-60dB. 7.5 All staff of tourist ships shall be trained in firefighting, lifesaving, and emergency rescue knowledge and skills, and have a clear job division for lifesaving and rescue. 129
8 Requirements for service quality
8.1 Basic service principles
GB/T 15731--1995
8.1.1 Treat tourists equally regardless of their race, ethnicity or nationality. 8.1.2 Be polite, enthusiastic and friendly to tourists. 8.1.3 Respect national customs and do not harm national dignity. 8.1.4 Comply with national laws and regulations. Protect the legitimate rights and interests of tourists. 8.1.5 Comply with professional ethics and have a good sense of service and professionalism. 8.2 Service quality assurance system
Tourist ships should establish a service quality assurance system in accordance with the provisions of GB/T19004.2, and have a complete set of management systems, service operation standards and quality policies that are suitable for the normal operation of the tourist ship and are effective. A quality management organization should be established to ensure the establishment and review of the quality system, conduct continuous evaluation and review work to improve service quality, and meet the expected quality policy requirements. 8.3 Basic service requirements
8.3.1 Requirements for appearance
a) Service personnel's appearance should be dignified, generous and neat. Service personnel should display their service name and meet the requirements of the post. b) Service personnel should have a natural, friendly and kind expression and provide service with a smile. c) The uniforms of the employees on tourist ships should be unified and coordinated. 8.3.2 Requirements for behavior and posture
Be civilized, have a dignified posture, and provide service proactively, in line with the job specifications. 8.3.3 Language requirements
a) Speak civilized, polite, concise and clear language. b) Speak Mandarin.
8.3.4 Requirements for service business capabilities and skills
Service personnel should undergo job skills and business knowledge training, have the corresponding business knowledge and skills, and be able to use them proficiently. 9 Rating and supervision of inland river tourist ships 9.1 Rating method
Rating shall be conducted in accordance with the conditions for the classification of stars in Chapter 6 of this standard and the provisions of the various rating rules in Article 4.2, and shall be comprehensively assessed and evaluated. 9.2 Validity period and review of inland river tourist ship star rating 9.2.1 The star rating of inland river tourist ships shall be reviewed annually according to the standards, and the review method shall be separately stipulated. 9.3 Supervision and inspection of inland river tourist ships star rating
9.3.1 Each tourist ship shall be responsible for providing the inspector with the situation and information of the tourist ship in accordance with the facts, reflecting the satisfaction of the guests and providing convenience for the inspector's work.
9.3.2 For any inland river tourist ship that has been rated as star, if its safety operation, business management and service level do not meet the standards consistent with the star rating, the national tourist ship star rating agency may make the following handling (the following penalties may be imposed in combination): a) Head warning.
b) Written warning.
c) Announce criticism.
d) Temporarily reduce the star rating and make rectification within a specified period of time.
e) Reduce the star rating.
f) Cancel the star rating.2 For any inland river tourist boat that has been rated a star, if its safety operation, management and service level do not meet the standards consistent with the star, the national tourist boat star rating agency may make the following punishments (the following penalties may be imposed in combination): a) Head warning.
b) Written warning.
c) Notice of criticism.
d) Temporarily reduce the star rating and rectify within a time limit.
e) Reduce the star rating.
f) Cancel the star rating.2 For any inland river tourist boat that has been rated a star, if its safety operation, management and service level do not meet the standards consistent with the star, the national tourist boat star rating agency may make the following punishments (the following penalties may be imposed in combination): a) Head warning.
b) Written warning.
c) Notice of criticism.
d) Temporarily reduce the star rating and rectify within a time limit.
e) Reduce the star rating.
f) Cancel the star rating.8 Service Items
a) Provide pick-up and drop-off services for tourists. b) Provide luggage pick-up and drop-off services, and luggage storage services. 128
GB/T15731—1995
c) There are staff on duty at the service desk 24 hours a day to provide reception, inquiry and one-time check-out services when leaving the ship. Provide credit card services. Provide foreign currency exchange services at any time. Provide weather forecast and rain gear services. d) There is a safe for valuables that can be opened by service staff and tourists at the same time. e) Provide special services for the disabled.
f) Provide short-distance tourism project services when leaving the ship. g) Provide tourist ship service project publicity materials and price lists, and provide tourist ship itineraries and activity schedules. h) Equipped with tour guides holding national senior tour guide certificates, providing full-course coastal scenic spot tour guide services in more than three foreign languages (English is required).
i) There are fixed voyage program activities, and fitness guidance, special lectures, entertainment programs, small sports competitions, and special tourism projects can be provided. Various special tourism activities can be arranged. j) Daily evening entertainment activities should have themes, rich programs, and various forms. k) The guest rooms and bathrooms are fully cleaned and tidied once a day, and the bed sheets and pillowcases are changed every day. Guest supplies and consumables are fully replenished. Provide turndown service, set up good night cards, flowers or gifts. There is a mini bar (including a small refrigerator) in the guest room, providing sufficient drinks, strong liquor, drinking utensils and wine lists. Guarantee hot and cold drinking water 24 hours a day, and provide ice cubes and tea for free. Provide bathrobes for each tourist. 1) Provide meal delivery service, prepare meal delivery menus and beverage lists, provide Chinese and Western breakfast, lunch and dinner services 24 hours a day, with no less than 8 dishes, no less than 6 beverages, and no less than 4 desserts. There is also a meal delivery sign that can be hung outside the guest room door. m) Provide dry cleaning, wet cleaning, ironing and repair services for clothes, which can be returned to tourists within 24 hours. Provide shoe-shining service. n) Provide satellite TV programs and more than two channels of self-produced closed-circuit TV programs, the content of which complies with the regulations of the Chinese government and is broadcast all day. o) Be able to connect domestic and international long-distance calls for tourists in three foreign languages (one of which is English). p) Provide tourist ship service guides, scenic spot publicity materials and ship boarding regulations. q) According to the living habits of tourists, reasonably arrange Chinese and Western breakfast, lunch and dinner at regular times, and provide buffets for breakfast, lunch and dinner. Provide local cuisine, Chinese banquets, Western cocktail parties, buffets and banquet services. Provide Chinese and Western a la carte services, and the last call for dinner during business hours shall not be earlier than 22:00. The restaurant manager, foreman and waiter can serve in fluent English. The restaurant can provide services in no less than three foreign languages. Dining services can be provided on the deck upon request of tourists. r) Set up a mobile bar to serve tourists 24 hours a day. s) Provide convenient medical treatment at any time.
t) Sell daily necessities, souvenirs, books, handicrafts, etc. There are flower services. u) In addition to the services provided in 6.3.8u of this standard, the business center can provide typing, translation, secretarial and other services. v) There is a children's playroom, which can provide child care services on behalf of tourists. w) There are fixed flights and a complete reservation system, which can accept international and domestic tourist ship room reservations in a timely manner. x) Provide book and newspaper rental services.
6.5.9 The graphic symbols of hygiene, environment and public information shall comply with the provisions of Chapter 7 of this standard. There are complete environmental protection facilities. 6.5.10 The service quality shall comply with the provisions of Chapter 8 of this standard. 7 Requirements for the graphic symbols of hygiene, environmental protection and public information in tourist ship operations 7.1 The sanitation management of inland tourist ship operations shall comply with the provisions of GB5749, GB9664, GB9665, GB9666, GB9673, JT78 and WH0201.
7.2 The public information graphic symbols of tourist ships shall comply with the provisions of GB10001. 7.3 All employees of tourist ships shall be trained in environmental protection knowledge or skills, and have clear environmental protection measures and job division. The environmental protection management of tourist ship dance halls shall comply with the provisions of WH0201.
7.4 Special technical measures shall be taken to reduce noise and vibration of inland tourist ships. It should be ensured that there is no abnormal vibration of the ship. Cabin noise, especially guest room noise standard is controlled below 55-60dB. 7.5 All staff of tourist ships shall be trained in firefighting, lifesaving and emergency rescue knowledge and skills, and have clear job division of lifesaving and rescue. 129
8 Service quality requirements
8.1 Basic principles of service
GB/T 15731--1995
8.1.1 Tourists shall be treated equally regardless of race, ethnicity or nationality. 8.1.2 Be polite, enthusiastic and friendly to tourists. 8.1.3 Respect national customs and do not harm national dignity. 8.1.4 Comply with national laws and regulations. Protect the legitimate rights and interests of tourists. 8.1.5 Comply with professional ethics and have a good sense of service and professionalism. 8.2 Service Quality Assurance System
Tourist ships should establish a service quality assurance system in accordance with the provisions of GB/T19004.2, and have a complete set of management systems, service operation standards and quality policies that are suitable for the normal operation and effective operation of the tourist ship. A quality management organization is set up to ensure the establishment and review of the quality system, conduct continuous evaluation and review work to improve service quality, and meet the expected quality policy requirements. 8.3 Basic Service Requirements
8.3.1 Requirements for Appearance
a) The appearance of service personnel should be dignified, generous and neat. Service personnel should display their service name and meet the requirements of the job. b) Service personnel should have a natural, friendly and kind expression and provide service with a smile. c) The work clothes of tourist ship employees should be unified and coordinated. 8.3.2 Behavior and posture requirements
Be civilized, dignified, and proactive in service, in line with job specifications. 8.3.3 Language requirements
a) Be civilized, polite, concise, and clear in language. b) Speak Mandarin.
8.3.4 Service business ability and skill requirements
Service personnel should undergo job skills and business knowledge training, have corresponding business knowledge and skills, and be able to use them proficiently. 9 Rating and supervision of inland river tourist ships 9.1 Rating method
The star rating is based on the star classification conditions in Chapter 6 of this standard and the provisions of the various rating rules in Article 4.2, and is comprehensively assessed and evaluated. 9.2 Validity period and review of inland river tourist ship star rating 9.2.1 The star rating of an inland river tourist ship is valid for three years. 9.2.2 The star rating of an inland river tourist ship shall be reviewed annually according to the standard, and the review method shall be separately stipulated. 9.3 Supervision and Inspection of Inland River Tourist Boat Star Ratings
9.3.1 Each tourist boat has the responsibility to provide the inspector with the situation and information of the tourist boat according to the facts, reflect the satisfaction of the guests, and provide convenience for the inspector.
9.3.2 For any inland river tourist boat that has been rated as a star, if its safety operation, business management and service level do not meet the standards consistent with the star rating, the national tourist boat star rating agency may make the following handling (the following penalties may be imposed in combination): a) Head warning.
b) Written warning.
c) Notice of criticism.
d) Temporarily reduce the star rating and rectify within a time limit.
e) Reduce the star rating.
f) Cancel the star rating.8 Service Items
a) Provide pick-up and drop-off services for tourists. b) Provide luggage pick-up and drop-off services, and luggage storage services. 128
GB/T15731—1995
c) There are staff on duty at the service desk 24 hours a day to provide reception, inquiry and one-time check-out services when leaving the ship. Provide credit card services. Provide foreign currency exchange services at any time. Provide weather forecast and rain gear services. d) There is a safe for valuables that can be opened by service staff and tourists at the same time. e) Provide special services for the disabled.
f) Provide short-distance tourism project services when leaving the ship. g) Provide tourist ship service project publicity materials and price lists, and provide tourist ship itineraries and activity schedules. h) Equipped with tour guides holding national senior tour guide certificates, providing full-course coastal scenic spot tour guide services in more than three foreign languages (English is required).
i) There are fixed voyage program activities, and fitness guidance, special lectures, entertainment programs, small sports competitions, and special tourism projects can be provided. Various special tourism activities can be arranged. j) Daily evening entertainment activities should have themes, rich programs, and various forms. k) The guest rooms and bathrooms are fully cleaned and tidied once a day, and the bed sheets and pillowcases are changed every day. Guest supplies and consumables are fully replenished. Provide turndown service, set up good night cards, flowers or gifts. There is a mini bar (including a small refrigerator) in the guest room, providing sufficient drinks, strong liquor, drinking utensils and wine lists. Guarantee hot and cold drinking water 24 hours a day, and provide ice cubes and tea for free. Provide bathrobes for each tourist. 1) Provide meal delivery service, prepare meal delivery menus and beverage lists, provide Chinese and Western breakfast, lunch and dinner services 24 hours a day, with no less than 8 dishes, no less than 6 beverages, and no less than 4 desserts. There is also a meal delivery sign that can be hung outside the guest room door. m) Provide dry cleaning, wet cleaning, ironing and repair services for clothes, which can be returned to tourists within 24 hours. Provide shoe-shining service. n) Provide satellite TV programs and more than two channels of self-produced closed-circuit TV programs, the content of which complies with the regulations of the Chinese government and is broadcast all day. o) Be able to connect domestic and international long-distance calls for tourists in three foreign languages (one of which is English). p) Provide tourist ship service guides, scenic spot publicity materials and ship boarding regulations. q) According to the living habits of tourists, reasonably arrange Chinese and Western breakfast, lunch and dinner at regular times, and provide buffets for breakfast, lunch and dinner. Provide local cuisine, Chinese banquets, Western cocktail parties, buffets and banquet services. Provide Chinese and Western a la carte services, and the last call for dinner during business hours shall not be earlier than 22:00. The restaurant manager, foreman and waiter can serve in fluent English. The restaurant can provide services in no less than three foreign languages. Dining services can be provided on the deck upon request of tourists. r) Set up a mobile bar to serve tourists 24 hours a day. s) Provide convenient medical treatment at any time.
t) Sell daily necessities, souvenirs, books, handicrafts, etc. There are flower services. u) In addition to the services provided in 6.3.8u of this standard, the business center can provide typing, translation, secretarial and other services. v) There is a children's playroom, which can provide child care services on behalf of tourists. w) There are fixed flights and a complete reservation system, which can accept international and domestic tourist ship room reservations in a timely manner. x) Provide book and newspaper rental services.
6.5.9 The graphic symbols of hygiene, environment and public information shall comply with the provisions of Chapter 7 of this standard. There are complete environmental protection facilities. 6.5.10 The service quality shall comply with the provisions of Chapter 8 of this standard. 7 Requirements for the graphic symbols of hygiene, environmental protection and public information in tourist ship operations 7.1 The sanitation management of inland tourist ship operations shall comply with the provisions of GB5749, GB9664, GB9665, GB9666, GB9673, JT78 and WH0201.
7.2 The public information graphic symbols of tourist ships shall comply with the provisions of GB10001. 7.3 All employees of tourist ships shall be trained in environmental protection knowledge or skills, and have clear environmental protection measures and job division. The environmental protection management of tourist ship dance halls shall comply with the provisions of WH0201.
7.4 Special technical measures shall be taken to reduce noise and vibration of inland tourist ships. It should be ensured that there is no abnormal vibration of the ship. Cabin noise, especially guest room noise standard is controlled below 55-60dB. 7.5 All staff of tourist ships shall be trained in firefighting, lifesaving and emergency rescue knowledge and skills, and have clear job division of lifesaving and rescue. 129
8 Service quality requirements
8.1 Basic principles of service
GB/T 15731--1995
8.1.1 Tourists shall be treated equally regardless of race, ethnicity or nationality. 8.1.2 Be polite, enthusiastic and friendly to tourists. 8.1.3 Respect national customs and do not harm national dignity. 8.1.4 Comply with national laws and regulations. Protect the legitimate rights and interests of tourists. 8.1.5 Comply with professional ethics and have a good sense of service and professionalism. 8.2 Service Quality Assurance System
Tourist ships should establish a service quality assurance system in accordance with the provisions of GB/T19004.2, and have a complete set of management systems, service operation standards and quality policies that are suitable for the normal operation and effective operation of the tourist ship. A quality management organization is set up to ensure the establishment and review of the quality system, conduct continuous evaluation and review work to improve service quality, and meet the expected quality policy requirements. 8.3 Basic Service Requirements
8.3.1 Requirements for Appearance
a) The appearance of service personnel should be dignified, generous and neat. Service personnel should display their service name and meet the requirements of the job. b) Service personnel should have a natural, friendly and kind expression and provide service with a smile. c) The work clothes of tourist ship employees should be unified and coordinated. 8.3.2 Behavior and posture requirements
Be civilized, dignified, and proactive in service, in line with job specifications. 8.3.3 Language requirements
a) Be civilized, polite, concise, and clear in language. b) Speak Mandarin.
8.3.4 Service business ability and skill requirements
Service personnel should undergo job skills and business knowledge training, have corresponding business knowledge and skills, and be able to use them proficiently. 9 Rating and supervision of inland river tourist ships 9.1 Rating method
The star rating is based on the star classification conditions in Chapter 6 of this standard and the provisions of the various rating rules in Article 4.2, and is comprehensively assessed and evaluated. 9.2 Validity period and review of inland river tourist ship star rating 9.2.1 The star rating of an inland river tourist ship is valid for three years. 9.2.2 The star rating of an inland river tourist ship shall be reviewed annually according to the standard, and the review method shall be separately stipulated. 9.3 Supervision and Inspection of Inland River Tourist Boat Star Ratings
9.3.1 Each tourist boat has the responsibility to provide the inspector with the situation and information of the tourist boat according to the facts, reflect the satisfaction of the guests, and provide convenience for the inspector.
9.3.2 For any inland river tourist boat that has been rated as a star, if its safety operation, business management and service level do not meet the standards consistent with the star rating, the national tourist boat star rating agency may make the following handling (the following penalties may be imposed in combination): a) Head warning.
b) Written warning.
c) Notice of criticism.
d) Temporarily reduce the star rating and rectify within a time limit.
e) Reduce the star rating.
f) Cancel the star rating.2 For any inland river tourist boat that has been rated a star, if its safety operation, management and service level do not meet the standards consistent with the star, the national tourist boat star rating agency may make the following punishments (the following penalties may be imposed in combination): a) Head warning.
b) Written warning.
c) Notice of criticism.
d) Temporarily reduce the star rating and rectify within a time limit.
e) Reduce the star rating.
f) Cancel the star rating.2 For any inland river tourist boat that has been rated a star, if its safety operation, management and service level do not meet the standards consistent with the star, the national tourist boat star rating agency may make the following punishments (the following penalties may be imposed in combination): a) Head warning.
b) Written warning.
c) Notice of criticism.
d) Temporarily reduce the star rating and rectify within a time limit.
e) Reduce the star rating.
f) Cancel the star rating.5 All staff members of tourist boats shall be trained in firefighting, lifesaving and emergency rescue knowledge and skills, and have a clear division of labor for lifesaving and emergency rescue positions. 129
8 Service quality requirements
8.1 Basic service principles
GB/T 15731--1995
8.1.1 Treat tourists equally regardless of their race, ethnicity or nationality. 8.1.2 Be polite, enthusiastic and friendly to tourists. 8.1.3 Respect national customs and do not harm national dignity. 8.1.4 Comply with national laws and regulations. Protect the legitimate rights and interests of tourists. 8.1.5 Comply with professional ethics and have a good sense of service and professionalism. 8.2 Service quality assurance system
Tourist boats shall establish a service quality assurance system in accordance with the provisions of GB/T19004.2, and have a complete set of management systems, service operation standards and quality policies that are suitable for the normal operation of the tourist boat and are effective. A quality management organization is set up to ensure the establishment and audit of the quality system, to conduct continuous evaluation and review work to improve the service quality, and to meet the expected quality policy requirements. 8.3 Basic service req
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