This standard specifies the terms and definitions, job qualifications, identification methods, and management principles for star-rated service personnel in the hotel industry. This standard applies to current service personnel in the hotel industry, and related service personnel in catering, property management, office buildings, etc., and can be used as a reference for implementation. SB/T 10420-2007 Qualifications for star-rated service personnel in the hotel industry SB/T10420-2007 Standard download decompression password: www.bzxz.net
This standard specifies the terms and definitions, job qualifications, identification methods, and management principles for star-rated service personnel in the hotel industry. This standard applies to current service personnel in the hotel industry, and related service personnel in catering, property management, office buildings, etc., and can be used as a reference for implementation.
This standard is formulated with reference to the qualifications of front-line employees of the American Hotel and Lodging Association Education Institute and combined with the basic qualities of service personnel in China's hotel industry at this stage.
This standard is mainly divided into two parts. The first part is the management regulations for star-rated service personnel. The scope of application of this standard, the definition of star service personnel, classification, star classification and its classification basis, identification method, management principles, training requirements, examination requirements, star assessors, etc. are specified. The second part is the qualification conditions of star service personnel.
This standard is proposed and managed by the Ministry of Commerce of the People's Republic of China.
This standard is drafted and interpreted by the China Hotel Association.
The main drafters of this standard are: Han Ming, Chen Xinhua, Ping An Wen, Ding Zhigang, Yang Guanjie, Wu Jun.
This standard is released for the first time.


Foreword III
1 Scope 1
2 Terms and definitions 1
3 Classification of star-rated service personnel in the hotel industry 1
4 Basis for classification and identification of star-rated service personnel 1
5 Management principles 1
6 Training requirements 2
7 Examination requirements 2
8 Star assessors 2
9 Qualifications of star-rated service personnel in the hotel industry 3

ICS03.100.30
Record number: 20470—2007
People's Republic of China Domestic Trade Industry Standard SB/T10420-2007
Qualifications for star-level service personnel in the hotel industry
Professional gualifications for hospitality star-attendants2007-03-28 Issued
Ministry of Commerce of the People's Republic of China
Implementation on 2007-07-01
SB/T10420—2007
This standard is formulated with reference to the qualifications of front-line employees of the American Hotel and Lodging Association Education Institute and combined with the basic qualities of service personnel in the current stage of my country's hotel industry.
This standard is mainly divided into two parts. The first part is the management regulations for star-level service personnel. The scope of application of this standard, the definition of star
service personnel, classification, star classification and its classification basis, identification method, management principles, training requirements, examination requirements, star assessors, etc. are specified. The second part is the qualification conditions of star service personnel. This standard is proposed and managed by the Ministry of Commerce of the People's Republic of China. This standard is drafted and interpreted by the China Hotel Association. The main drafters of this standard are: Han Ming, Chen Xinhua, Ping An Wen, Gong Zhigang, Yang Guantaijie, Wu Jun. This standard is published for the first time.
1 Scope
Qualification conditions of star service personnel in the hotel industry
SB/T10420—2007
This standard specifies the terms and definitions, qualification conditions, identification methods and management principles of star service personnel in the hotel industry. This standard applies to current service personnel in the hotel industry. Relevant service personnel in catering, property management, office buildings and other enterprises can refer to it for implementation. 2 Terms and definitions
The following terms and definitions apply to this standard. 2.1
Hospitalityenterprise
An enterprise that provides accommodation, food and related comprehensive services to consumers. 2.2
Star rating
The service level of service personnel is indicated by star rating, and service personnel implement star-rated service. 2.3
Hospitalityattendants Hospitalityattendants Personnel who use the service skills of different positions in modern hotels to provide different services to consumers. 2.4
Standard learning hours an hour section
According to the measurement unit of 60 minutes for 1 hour, one hour of learning is a standard learning hour. 3 Classification of star-rated service personnel in the hotel industry
Divided into catering waiters (division), front office waiters (division), and room attendants (division). 4 Basis for classification and identification of star-rated service personnel 4.1 Basis for classification
Star-rated service personnel in the hotel industry implement star-rated service. According to different departments of the hotel, the front office, guest room, and catering service staff are divided into five star levels, namely one star, two stars, three stars, four stars, and five stars. One star to three stars are waiters, four stars are service teachers, and five stars are senior service teachers. The basis for the classification of star service personnel is education level, work experience, business knowledge and skill level. 4.2 Recognition method
4.2.1 A comprehensive recognition method combining voluntary application, qualification review, training, theory and professional skills assessment is adopted. 4.2.2 Personnel who apply for star service must meet basic conditions, qualification conditions and professional and technical conditions of corresponding levels for each position. 4.2.3 Applicants provide necessary materials, and those who pass the review, training, and examination will be issued with star service personnel qualification certificates and star badges. 4.2.4 Star service personnel must apply according to the qualification conditions and be promoted step by step. The time interval between one star to three stars is six months, and the time interval between three stars to five stars is one year. Those who win the top three in provincial, municipal, and national skill competitions can be promoted directly. 4.2.5 The national industry organization of the hotel industry is responsible for the overall organization, business guidance, supervision and management, qualification review, registration, and talent pool construction of this work.
5 Management principles
5.1 Hotels implement a registration system with a registration period of three years. The hotel industry's star-rated service personnel are uniformly registered, and the national hotel industry's star-rated service personnel are subject to online public inquiry. The national industry organization of the hotel industry will track the services of star-rated service personnel, commend those with outstanding performance and allow them to be promoted to stars; records will be filed for those who violate relevant regulations after verification, and those who violate laws and regulations will be disqualified from star-rated service personnel and publicly announced after review by the national industry organization. 5.2 Star-rated service personnel must hold a certificate to work and provide star-rated services. 5.3 Encourage the career development of hotel service personnel. For star service personnel whose registration period expires, they shall apply for continued registration to the original registration agency within three months after the expiration of the registration period. The national industry organization of the hotel industry will re-evaluate and renew the certificate based on the applicant's continued work experience and career development. 5.4 Establish professional training. Star service personnel shall receive professional training and skills training in accordance with professional courses by star assessors. 5.5 Establish a professional question bank and implement an examination system. 6 Training requirements
6.1 Training courses
Specified courses for the qualification certification of star service personnel in the hotel industry. 6.2 Training hours
The training of each star service personnel shall not be less than 24 standard hours. 6.3 Training teachers
Must be qualified as star assessors. 6.4 Training venues and equipment
Standard classrooms that meet the needs of vocational training. The layout of the simulation training venue is reasonable, and the equipment and facilities are complete, which meets the relevant national safety and hygiene standards.
7 Examination requirements
7.1 Examination types
The examination is divided into theoretical knowledge examination and professional skills assessment. The theoretical knowledge examination and professional skills assessment are both based on a 100-point system, and the passing score is determined according to different levels. The examination is considered passed if both are passed. 7.2 Examination method
The theoretical knowledge examination is a closed-book written examination, and the professional skills assessment is conducted through on-site practical operation, simulated operation, oral examination or written examination (standardized written examination or non-standardized written examination).
7.3 Ratio of examiners to candidates
The ratio of examiners to candidates for the theoretical knowledge examination is 1:15, with no less than 2 examiners in each standard classroom; the ratio of examiners to candidates for the skill operation assessment is 1:10.
7.4 Examination time
The theoretical knowledge examination is 100 minutes; the professional skills assessment is no more than 30 minutes per person. 8 Star examiners
8.1 The qualification certification of star service personnel implements the examiner assessment system. The examiners must undergo professional training and assessment and obtain a qualification certificate. 8.2 Star examiners are divided into two levels: examiners and senior examiners. 8.3 Examiners can undertake theoretical training and assessment of one-star, two-star and three-star service personnel; senior examiners can undertake theoretical training and assessment of all star service personnel. 8.4 Examiners must receive a letter of appointment from the national industry organization of the hotel industry before they can perform their duties in the designated enterprise. 8.5 Examiners must abide by the examiner's work code, and the assessment work is subject to the supervision and management of the national industry organization of the hotel industry. 2
9 Qualifications of star service personnel in the hotel industry 9.1 Basic conditions
9.1.1 Professional ethics
9.1.1.1 Comply with laws and regulations
Comply with national laws and regulations, social moral norms, and corporate management rules and regulations. 9.1.1.2 Love your job and be dedicated
Have a dedicated spirit, love your job, and have good performance at work. 9.1.1.3 Loyal and Reliable
Be loyal to your duties and abide by the letter of faith. Strictly observe the company's commercial secrets and safeguard the legitimate interests of the company. 9.1.1.4 Honest and Trustworthy
SB/T10420—2007
Seek truth from facts and gain the trust of customers and employees; be credible and trustworthy, safeguard the interests of consumers through sincere service; abide by the principle of non-competition.
5 Service Spirit
Have a sense of social responsibility, serve the society, and carry forward the spirit of serving the society and dedicating to the country for the construction of a conservation-oriented society, an innovative society, and a harmonious society.
9.1.2 Professionalism
9.1.2.1 Team Awareness
Have a high sense of responsibility, cooperate, coordinate, and unite others. 9.1.2.2 Awareness of Progress
Be able to accept new information and knowledge; and continuously improve business skills. 9.1.2.3 Customer Awareness
Focus on customers and provide star-level services. 9.1.2.4 Health Awareness
Be in good health and have good language expression and communication skills. 9.1.3 Business Knowledge
9.1.3.1Be familiar with the hotel industry management regulations and standards. Master the professional knowledge and skills of this position.
9.1.3.3. Master the knowledge of hotel service and reception etiquette. Understand the Food Sanitation Law and hotel-related laws and regulations. 9.1.3.4
9.1.3.5 Have basic knowledge of fire prevention, theft prevention and emergency prevention. 9.2 Qualifications
Current service personnel with a junior high school degree or above and more than 6 months of work experience in their posts can apply for one to two stars; current service personnel with a high school degree or above and more than 24 months of work experience in their posts can apply for three stars; current service personnel with a college degree or above and more than 24 months of work experience in their posts can apply for four stars; current service personnel with a bachelor's degree or a junior college degree or above in hotel-related majors and more than 36 months of work experience in their posts can apply for five stars.
Those with tourism or hotel-related majors in secondary vocational schools and more than 6 months of internship experience or more than one year of work in hotels can apply for three stars. Current service personnel who have won awards in skill competitions organized by labor departments at or above the provincial level can apply for four stars or above. 9.3 Professional and Technical Requirements
9.3.1: Catering Star Service Staff
9.3.1.1—Star
Master the catering service procedures. Be able to use common utensils and equipment correctly, and be proficient in pre-meal preparation and post-meal cleanup. Master the service skills of folding flowers, setting tables, serving trays, and welcoming guests in accordance with SB/T10420—2007
3
Be familiar with the classification, storage and cleaning of common linens, utensils and equipment in the restaurant. Be able to proficiently complete dining services and general banquet services. Master the service skills of ordering, serving, dividing dishes, drinks, flower arrangement, and common dish promotion skills. Master certain knowledge of restaurant decoration and layout, and be familiar with the management of basic tableware, linens and other equipment. 9.3.1.3 Three Stars
Be familiar with banquet service specifications, and be able to proficiently provide various banquet table settings and banquet services. Master the use, cleaning and maintenance skills of high-end dining and wine utensils. Be familiar with the consumption psychology of guests, and be able to skillfully promote dishes, nutritional catering and special wine services. Be able to flexibly handle guest requirements and master common reception English. Master basic nutrition knowledge, restaurant decoration and layout knowledge and food knowledge. 9.3.1.4: Four Stars (Waiter)
Master various banquet design, decoration and kitchen business knowledge, have some knowledge of food, raw materials, and cooking principles, and master cost accounting, consumer psychology and nutritional catering knowledge. Be able to complete the menu design, restaurant layout, organization and arrangement and service work of various banquets, and be able to respond to customer complaints and handle them properly. Be able to revise and innovate service processes, organize and arrange VIP service work, master service training skills, and be able to demonstrate, guide and train service skills. Be able to use foreign languages ​​to receive foreign guests. 9.3.1.5 Five Stars (Senior Waiter)
Master catering service design and innovation skills, and be able to formulate catering service procedures and quality service standards. Master the knowledge of marketing and psychology, and be able to successfully plan, organize and implement sales activities such as food festivals and food festivals. Strong catering service design and innovation ability, rich knowledge of dishes and nutrition, excellent banquet layout, table setting, service and menu design, and be able to properly deal with major emergencies. Master the methods and techniques of training needs analysis, be able to formulate training plans, organize implementation and training evaluation. Be able to use foreign languages ​​​​proficiently for full reception. Be familiar with the basic procedures of other departments and positions in the hotel. 9.3.2 Front Office Star Service Staff
9.3.2.1 Star
Master the front office service procedures. Be able to correctly use the main equipment in the front office, and be proficient in completing guest services such as room reservations, check-in, luggage services, hotel services, and check-out. Master simple reception foreign languages. 9.3.2.2 Two Stars
Be familiar with the use and debugging of front office equipment. Master common sales methods and practical sales techniques, and be able to actively sell guest rooms. Be able to answer general guest inquiries, properly handle guest requirements, and be familiar with the basic tourism information of the city. Master the commonly used reception foreign languages. 9.3.2.3 Three StarsWww.bzxZ.net
Be able to skillfully organize guest information, make and maintain guest history files. Be able to skillfully handle important guest arrival information and provide high-quality front desk reception services. Master the knowledge and skills of room sales. Be familiar with the consumption psychology of guests and product display skills, and be able to guide guests to consume. Master the skills of handling customer complaints and be able to flexibly handle special requirements of guests. Be familiar with the basic situation of tourism, geography, transportation, etc. in the city, and be able to provide guests with professional travel information. Understand the culture and customs of the main source countries, and be able to skillfully use common reception foreign languages. 9.3.2.4 Four Stars (Service Technician)
Master the types and characteristics of the front desk computer system. Be able to control and adjust the room status, and do a good job in organizing the reception services for individual guests, groups, long-term rooms and guests without reservations. Be able to properly respond to customer complaints and handle major emergencies. Master all kinds of relevant information such as tourism, geography, transportation, etc. in the city, be familiar with the culture and customs of the main source countries, and master the knowledge of marketing, service psychology and international service etiquette. Able to revise and innovate service processes and organize VIP receptions. Master service training skills and be able to demonstrate, guide and train service skills. Master certain Chinese and English professional terms and be able to use foreign languages ​​to receive foreign guests. 9.3.2.5 Five-star (Senior Service Technician)
Familiar with the latest technology applications of the Housekeeping Department. Able to analyze the sales trends and characteristics of guest rooms and successfully plan and organize guest room promotions. Master the design and innovation skills of front office services and be able to formulate front office service procedures and quality service standards. Fully master the relevant information of SB/T10420—2007
in the city and major source countries. Master the methods and techniques of training needs analysis and be able to formulate training plans, organize and implement training and conduct training evaluation. Familiar with international service etiquette, proficient in Chinese and English professional terms, and be able to use foreign languages ​​​​proficiently for the entire reception. Familiar with the basic processes of other department positions in the hotel.
9.3.3 Guest room star service staff
9.3.3.1—star
Master the guest room service procedures. Be able to correctly use common cleaning equipment and tools, and skillfully complete the cleaning and disinfection of sanitary ware, public areas, and cotton textile products. Master the skills of bedding arrangement. 9.3.3.2 Two stars
Master the use and application scope of various cleaning agents. Skillfully complete the cleaning of guest rooms of various room types and the cleaning and maintenance of walls, carpets, metalware, furniture, etc. Master the guest service skills such as welcoming, seeing off, visitor reception, and laundry. 9.3.3.3 Three stars
Be familiar with various guest room inspection procedures and standards, and be able to accurately grasp the changes in room status. Master the conference service standards, and be able to skillfully complete the layout of the conference room and provide conference services. Master the hotel fire safety knowledge, and be able to complete the reception of important guests. Be familiar with the consumption psychology of guests and be able to successfully promote hotel services. Be able to flexibly handle the special requirements of guests. Be able to skillfully use common reception foreign languages. 9.3.3.4 Four-star (Service Technician)
Learn knowledge and skills of guest room decoration. Master basic knowledge of guest room supplies, and be able to manage guest room consumables and third-level property. Be able to properly handle major emergencies. Be able to revise and innovate service processes. Master service training skills, and be able to demonstrate, guide and train service skills. Be able to use foreign languages ​​to receive foreign guests. Master knowledge of guest room decoration and layout, service psychology and international service etiquette. 9.3.3.5 Five-star (Senior Service Technician)
Be familiar with the latest technology applications of the Housekeeping Department and the latest concepts of guest room design. Be able to analyze the sales trends and characteristics of guest rooms, and successfully plan and organize guest room promotion activities. Master the design and innovation skills of guest room services, and be able to formulate guest room service procedures and quality service standards. Master the methods and skills of training needs analysis, be able to formulate training plans, organize and implement training, and conduct training evaluation. Be familiar with international service etiquette, and be able to use foreign languages ​​proficiently for full reception. Be familiar with the basic processes of other departments and positions in this hotel. SB/T10420-2007
Domestic Trade of the People's Republic of China
Industry Standard
Qualifications of Star Service Personnel in the Hotel Industry
SB/T10420—2007
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