Some standard content:
ICS03.200
Tourism Industry Standard of the People's Republic of China
LB/T024—2013
Requirements on services quality of tourism blocks and streets Issued on 2013-05-07
National Tourism Administration of the People's Republic of China
Implementation on 2013-07-01
LB/T024—2013
This standard was drafted in accordance with the rules given in GB/T1.1-2009. This standard was proposed by the National Tourism Administration of the People's Republic of China. Introduction
This standard is under the jurisdiction of the National Tourism Standardization Technical Committee (SAC/TC210). The drafting units of this standard are: Shanghai Tourism Administration, East China Normal University. The main drafters of this standard are: Feng Xuegang, Jiang Jianming, Zhu Guojian, Liu Chunji, Gan Qiuyang, Li Renzhi, Zhang Haiyan, Wang Liming, Liu Lili, Zhang Yuan.
1 Scope
Service quality requirements for characteristic tourist blocks
This standard specifies the basic requirements for service quality of characteristic tourist blocks. This standard applies to various characteristic tourist blocks in China. 2 Normative references
LB/T024—2013
The following documents are essential for the application of this document. For any dated referenced document, all subsequent amendments (excluding errata) or revisions are not applicable to this document. For undated referenced documents, the latest version shall apply to this document. GB3095 Ambient air quality standard
Ambient noise standard for urban areas
GB3096
GB9664 Hygiene standard for cultural and entertainment venues
Hygiene standard for shopping malls (stores) and bookstores
GB9670
GB15630
GB16153
Requirements for setting fire safety signs
Hygiene standard for restaurants (restaurants)
GB/T10 001 (all parts) Public information graphic symbols for signs GB/T18973 Classification and evaluation of quality grades of tourist toilets GB/T15566.11--2012 Principles and requirements for the establishment of public information guidance systems Part 11: Motor vehicle parking lots
GB/T16766—2010 Basic terminology in the tourism industry LB/T011—2011 Specifications for the establishment and service of visitor centers in tourist attractions 3 Terms and definitions
The terms and definitions defined in GB/T16766—2010 and the following terms and definitions apply to this document. 3.1
District tourism blocks and streets
Tourism blocks
Have clear geographical scope and a certain scale, with sightseeing, shopping, catering, leisure and entertainment, cultural display and other special functions. Equipped with corresponding tourism service facilities, able to provide corresponding tourism services, managed by a special organization, and open blocks with a certain degree of tourism popularity. Including characteristic commercial streets, catering streets, entertainment and leisure streets, historical and cultural streets and other blocks. 4 Basic requirements
4.1 The block should have clear geographical boundaries, and the total length of the street should not be less than 300m. Or the total area should not be less than 30,000m. 4.2 The block should have one or more combinations of the functions of sightseeing, shopping, catering, leisure and entertainment, cultural display, etc., and have a high reputation in at least one of the following aspects:
a) Regional historical and cultural features:
b) Local folk customs:
LB/T024—2013
e) Aggregation of time-honored brands:
d) Distinctive characteristics of tourism products and services
4.3 The leisure and commercial area in the block should not be less than 20% of the total commercial area. 4.4 The block should have a natural environment and cultural environment that is coordinated with the characteristics and positioning of the block (district). The block should be open normally for no less than 6 months throughout the year. The business hours of various businesses and stores should be relatively fixed and publicized. 4.5
The block should have a certain degree of popularity and relevant planning to guide the sustainable development of the block. The total number of visitors received by the block annually should not be less than 1 million, of which no less than 20% are foreign tourists. 4.7
The block shall be operated in good faith, with clear price tags and no fraud. It shall not sell fake or inferior goods, and shall not force purchases or sales. 4.8
The block shall have a block management agency or autonomous organization to assume the responsibility of tourism market management. Requirements for tourism service facilities and projects
5.1 Sightseeing
The overall environment is pleasant and there are rich sightseeing resources. 5.1.1
5.1.2 A nameplate shall be set up at the main exit of the block. It shall indicate the name, introduction and panoramic guide map of the block. The location shall be eye-catching and the text shall be accurate and standardized in Chinese and English.
5.1.3 A signboard reflecting the direction of the road shall be set up at the main fork gate of the block. The location shall be eye-catching and the text shall be accurate and standardized in Chinese and English. 5.1.4 Cultural relics protection units at all levels or scenic spots and buildings with historical and cultural heritage shall have nameplates, which shall be eye-catching and the text shall be accurate and standardized in Chinese and English.
5.1.5 Graphic symbols for various signs should be complete and in accordance with the provisions of GB/T10001. 5.1.6 There should be night scene lighting
5.2 Shopping
The commercial format should be in line with the block positioning, with rich commodity varieties, and the shopping environment should be clean, beautiful, comfortable and convenient. 5.2.2
There should be shopping places that sell regional specialty commodities. 5.2.3
Special commodity marketing activities should be held regularly. 5.2.4
It is advisable to have self-service commercial facilities.
It is advisable to provide credit card consumption services.
It is advisable to provide commodity mailing services
5.3 Catering
The layout of catering stores is reasonable and convenient for tourists; the dining environment is clean and hygienic. There should be catering stores of various forms, flavors and levels to meet the diverse needs of visitors. There should be local specialty and brand catering stores.
It is advisable to have a characteristic light night market
5.4 Culture and entertainment
5.4.1 Cultural and entertainment business venues should provide positive and healthy products and comply with relevant national laws and regulations. 5.4.2
2 There should be diversified and open public cultural and entertainment facilities3 It is advisable to have characteristic festivals.
It is advisable to have healthy and rich evening cultural and entertainment activities100
6 Requirements for tourism supporting service facilities and projects
6.1 Information
LB/T024—2013
6.1.1 It is advisable to have a tourist service center or tourist consultation point. Its setting and service specifications shall comply with the provisions of 1.BT011-2011. 6.1.2 It is advisable to provide more than one foreign language information service. 6.1.3 It is advisable to provide convenient self-service information services such as electronic tour guides. 6.2 Traffic
6.2.1 Streets in the block should not be the main traffic arteries of the city. Intersections with traffic arteries should be reduced. Speed limit signs should be set for motor vehicles in the area and passing through.
6.2.2 The block should have no less than two main exits. 6.2.3 It is advisable to set up a pedestrian block. Non-pedestrian blocks should also take measures to restrict vehicle traffic during the main business hours of the day. 6.2.4 Parking lots should be set up near the main exits of pedestrian blocks. There should be spare parking lots within 400m around. During peak hours, the ratio of the number of parking spaces in the parking lot to the number of motor vehicle arrivals should not be less than 1:1.5. The motor vehicle information guidance system should comply with the provisions of GB/T15566.11-2012.
6.2.5 Non-motor vehicle parking lots should be set up near and inside the main exits of the block. 6.2.6 Pedestrian blocks with a length of more than 1000m should have environmentally friendly sightseeing vehicles that are coordinated with the environment. 6.2.7 All pedestrian paths within the block should be anti-slip 6.2.8 Public transportation stations should be available within 50m of the main entrances and in tourist blocks in the urban area. 6.2.9 Public transportation stations should be available within 100m of the main entrances and in tourist blocks in the suburbs, or special tourist buses with scheduled and fixed points should be opened to and from the urban area.
6.3 Rest
6.3.1 The outdoor rest space within the block should not be less than 10% of the total area of the block. 6.3.2 Rest areas should be set up every 50m to 80m along the roads in the block. Newsstands, food retail outlets, seats, trash cans and green landscapes should be arranged around the rest areas. 6.3.3 Visitor seats, trash cans and other facilities should be set up in large commercial, cultural and other facilities and in public spaces of buildings in the block. 6.3.4 The number of rest spaces and rest seats in the block should be sufficient. Wooden seats should be used in cold areas, and outdoor rest spaces should be closed and warm.
6.4 Finance
Banks or ATM services should be available in the block. 6.4.1
6.4.2 Major foreign currency exchange services should be provided. 6.5 Communications
6.5.1 Mobile phone signals should cover the entire block, including underground spaces and enclosed spaces such as elevators, with clear signals. 6.5.2 Public telephone services should be provided. Public telephones should be reasonably set up and clearly marked. 6.5.3 Wi-Fi should cover the entire block
6.6 Toilets
Public toilets should be set up. They should be reasonably distributed, sufficient in number, and clearly marked. 6.6.1 Bottles
6.6.2 The facilities and service quality of public toilets should comply with the provisions of GB/T18973101
LB/T024—2013
6.6.3 Public toilet guide signs should be set up every 30m in the block. The graphic symbols of the guide signs should comply with the provisions of GB/T10001. 6.6.4 During major festivals and national statutory holidays, a reasonable number of mobile toilets should be set up (fixed toilets may not be set up if the number of fixed toilets meets the demand).
6.6.5 Toilets in businesses should be open to tourists and free to use. 6.7 Special facilities
6.7.1 Passageways and toilets should comply with the provisions of the National Law on the Protection of Disabled Persons3, and have designs or facilities and equipment that are convenient for disabled people to use, including wheelchairs for the disabled, blind paths, barrier-free facilities, etc., and standard signs should be set up. 6.7.2 It is advisable to provide places for children to play and convenient facilities. 6.7.3 It is advisable to provide luggage storage services.
Requirements for tourism service personnel
7.1 Appearance
7.1.1 Should be dignified, generous, polite, and enthusiastic. 7.1.2 If dressed appropriately and neatly, wear a work badge. 7.2 Language
7.2.1 Service language should be in Mandarin, civilized and standardized. 7.2.2 It is advisable to provide more than one foreign language service. 7.3 Behavior
7.3.1 Abide by national laws and regulations, respect national customs and religious beliefs7.3.2 Provide proactive, patient, meticulous and thoughtful service. Standardize operation7.3.3 Be civilized and behave in accordance with the requirements of job specifications. 7.4 Business skills
7.4.1 Service personnel should undergo job training. Special occupations and positions should have corresponding qualifications and be certified before taking up their posts. 7.4.2
Should master the basic knowledge and skills required for the position and be proficient in operation8 Environmental requirements
Overall environment
8.1.1 Clean and beautiful. No random posting, graffiti, construction, stalls, drying, or stacking. 8.1.2 The shape and decoration of the building's exterior walls should be beautiful and coordinated. Buildings with historical and cultural significance should have protection measures. 3 There should be leisure landscapes, small sculptures, and public service advertisements that beautify the environment. 8.1.3
4 Various shop signs and outdoor advertisements should be set up in a standardized manner, beautiful and coordinated, and the text should comply with the "National General Language Law", be written in a standardized manner, and be properly displayed.
5 The environment should be arranged in conjunction with major festivals and celebrations. 8.1.5
During tourism theme activities, it is advisable to have an environment arrangement that highlights the theme characteristics. 8.1.6
Street lights and landscape lights should be set up reasonably, with appropriate illumination, and coordinated with the style of the street (district). 8.1.7
Sound sources should be controlled and noise pollution should be reduced to meet the second-level standard in GB3096. 102
9 Air pollution sources should be controlled. The air quality in the block should meet the second-level standard in GB3095. 8.1.9
8.1.10 There should be power-saving and energy-saving facilities and equipment and measures. 8.1.11 Municipal pipes and networks should be buried underground.
Business premises
The window display is distinctive and coordinated with the overall environment. The business premises should be equipped with eye-catching and standardized service guide signs. The signs should comply with the provisions of GB/T10001. 3 The temperature in each area of the business premises is suitable and well ventilated. 8.2.3
8.3 Greening
8.3.1 There should be landscape greening such as green landscaping, ornamental trees, and flower beds, and local tree species should be reflected. 8.3.2 Ancient trees and rare plants should have nameplates. 9
Sanitary requirements
Public place hygiene
No random stacking or random placement in public places
9.1.2 There is no dirt or water accumulation on the ground in public places. 9.1.3 There is no dirt or peeling on the walls of buildings. 9.1.4 Garbage is cleaned in time (daily cleaning and mobile cleaning). 9.1.5 A garbage bin with garbage classification and disposal signs should be placed every 40m in the block. Sewage is discharged through pipes without polluting the ground or water bodies. 9.1.6
9.2 Catering hygiene
The hygiene of catering places shall meet the requirements specified in GB16153. 9.3 Toilet hygiene
The hygiene shall meet the requirements of two stars or above specified in GB/T18973. 9.4 Others
The hygiene of shopping malls and stores shall meet the requirements specified in GB9670. 9.4.1
2The hygiene of cultural and entertainment places shall meet the requirements specified in GB9664. 9.4.2
10 Safety requirements
10.1 System and personnel allocation
There shall be a special safety protection system.
10.1.2There shall be a complete safety incident handling plan, and regular training and drills shall be conducted for all employees every year. 10.1.3
Key sections shall be equipped with safety protection personnel and safety patrol personnel. 10.2 Facilities and Equipment
Fire-fighting and fire prevention equipment are complete and effective. LB/T024—2013
LB/T024—2013
2The electrical monitoring system is sound and effective
10.2.3The safety fences in dangerous areas (such as near water and along traffic routes) are complete and effective. 10.2.4The use and maintenance of tourist entertainment facilities comply with safety regulations 10.3 Signs and Logos
10.3.1Safety warning signs and logos should be complete, eye-catching and standardized. 10.3.2The setting of fire safety signs complies with the provisions of GB15630. 10.4Safety Disposal and Rescue
10.4.1Regular inspections effectively maintain safety order. 10.4.2It is advisable to have medical points and a linkage education and treatment mechanism with surrounding hospitals. 10.4.3
There should be a public security agency or public security contact point, and an emergency linkage mechanism with surrounding public security, fire and other agencies. 11
Requirements for the protection of tourist rights and interests
Complaint handling
There should be a tourist complaint handling system, and a special agency or personnel responsible for receiving tourist complaints. 11.1. 1
The complaint telephone numbers of local tourism and other departments and neighborhoods should be announced in a conspicuous place. 11.1.3 It is advisable to have convenient complaint methods such as online complaints and opinion books. 4Accept complaints quickly, handle complaints in a timely manner, keep complete records, and have a good service attitude. 11.1.4
The tourist satisfaction rate of effective complaints is not less than 90%. 11.1.5
11.2 Continuous improvement
11.2.1Conduct tourist satisfaction surveys regularly (no less than 2 times a year). The overall satisfaction of tourists is not less than 90%. 11.2.2 The opinions of tourists’ satisfaction survey shall be analyzed, reported and improved. 12
Comprehensive management requirements
12.1 There shall be a permanent management organization.
12.2 Full-time personnel and special funds shall be allocated to ensure the work of the management organization. 12.3 The management organization shall provide regular or irregular training to the service personnel in the block. 12.3 The management organization shall be responsible for formulating the management system of the block, and inspecting and supervising the implementation of relevant systems. 12.4 The management organization shall be responsible for promoting the standardization of the block, and planning and guiding the development of the block, so as to achieve the sustainable development of the block.1. Service language should be in Mandarin, civilized and standardized. 7.2.2 It is advisable to provide more than one foreign language service. 7.3. Behavior
7.3.1 Abide by national laws and regulations, respect national customs and religious beliefs. 7.3.2 Service should be proactive, patient, meticulous and thoughtful. Operation should be standardized. 7.3.3 Behavior should be civilized. Behavior should meet the requirements of job specifications. 7.4. Business skills
7.4.1 Service personnel should undergo job training. Special occupations and positions should have corresponding qualifications and be certified. 7.4.2
Should master the basic knowledge and skills required for the position and be proficient in operation. 8. Environmental requirements
Overall environment
8.1.1 Clean and beautiful. No random posting, graffiti, construction, stalls, drying, and stacking. 8.1.2 The shape and decoration of the building's exterior walls should be beautiful and coordinated. Buildings with historical and cultural significance should have protection measures. 3. There should be leisure landscapes, small sculptures and public service advertisements that beautify the environment. 8.1.3
4 Various shop signs and outdoor advertisements should be set up in a standardized manner, beautiful and coordinated, and the text should comply with the "National General Language Law", be written in a standardized manner, and be properly displayed.
5 The environment should be arranged in conjunction with major festivals and celebrations. 8.1.5
During tourism theme activities, it is advisable to have an environment arrangement that highlights the theme characteristics. 8.1.6
Street lights and landscape lights should be set up reasonably, with appropriate illumination, and coordinated with the style of the street (district). 8.1.7
Sound sources should be controlled and noise pollution should be reduced to meet the second-level standard in GB3096. 102
9 Air pollution sources should be controlled. The air quality in the block should meet the second-level standard in GB3095. 8.1.9
8.1.10 There should be power-saving and energy-saving facilities and equipment and measures. 8.1.11 Municipal pipes and networks should be buried underground.
Business premises
The window display is distinctive and coordinated with the overall environment. The business premises should be equipped with eye-catching and standardized service guide signs. The signs should comply with the provisions of GB/T10001. 3 The temperature in each area of the business premises is suitable and well ventilated. 8.2.3
8.3 Greening
8.3.1 There should be landscape greening such as green landscaping, ornamental trees, and flower beds, and local tree species should be reflected. 8.3.2 Ancient trees and rare plants should have nameplates. 9
Sanitary requirements
Public place hygiene
No random stacking or random placement in public places
9.1.2 There is no dirt or water accumulation on the ground in public places. 9.1.3 There is no dirt or peeling on the walls of buildings. 9.1.4 Garbage is cleaned in time (daily cleaning and mobile cleaning). 9.1.5 A garbage bin with garbage classification and disposal signs should be placed every 40m in the block. Sewage is discharged through pipes without polluting the ground or water bodies. 9.1.6
9.2 Catering hygiene
The hygiene of catering places shall meet the requirements specified in GB16153. 9.3 Toilet hygiene
The hygiene shall meet the requirements of two stars or above specified in GB/T18973. 9.4 Others
The hygiene of shopping malls and stores shall meet the requirements specified in GB9670. 9.4.1
2The hygiene of cultural and entertainment places shall meet the requirements specified in GB9664. 9.4.2
10 Safety requirements
10.1 System and personnel allocation
There shall be a special safety protection system.
10.1.2There shall be a complete safety incident handling plan, and regular training and drills shall be conducted for all employees every year. 10.1.3
Key sections shall be equipped with safety protection personnel and safety patrol personnel. 10.2 Facilities and Equipment
Fire-fighting and fire prevention equipment are complete and effective. LB/T024—2013
LB/T024—2013
2The electrical monitoring system is sound and effective
10.2.3The safety fences in dangerous areas (such as near water and along traffic routes) are complete and effective. 10.2.4The use and maintenance of tourist entertainment facilities comply with safety regulations 10.3 Signs and Logos
10.3.1Safety warning signs and logos should be complete, eye-catching and standardized. 10.3.2The setting of fire safety signs complies with the provisions of GB15630. 10.4Safety Disposal and Rescue
10.4.1Regular inspections effectively maintain safety order. 10.4.2It is advisable to have medical points and a linkage education and treatment mechanism with surrounding hospitals. 10.4.3
There should be a public security agency or public security contact point, and an emergency linkage mechanism with surrounding public security, fire and other agencies. 11
Requirements for the protection of tourist rights and interests
Complaint handling
There should be a tourist complaint handling system, and a special agency or personnel responsible for receiving tourist complaints. 11.1. 1
The complaint telephone numbers of local tourism and other departments and neighborhoods should be announced in a conspicuous place. 11.1.3 It is advisable to have convenient complaint methods such as online complaints and opinion books. 4Accept complaints quickly, handle complaints in a timely manner, keep complete records, and have a good service attitude. 11.1.4
The tourist satisfaction rate of effective complaints is not less than 90%. 11.1.5
11.2 Continuous improvement
11.2.1Conduct tourist satisfaction surveys regularly (no less than 2 times a year). The overall satisfaction of tourists is not less than 90%. 11.2.2 There shall be analysis, notification and improvement measures for the opinions of tourists’ satisfaction survey. 12
Comprehensive management requirements
12.1 There shall be a permanent management organization.
12.2 Full-time personnel and special funds shall be allocated to ensure the work of the management organization. 12.3 The management organization shall provide regular or irregular training to the service personnel in the block. 12.3 The management organization shall be responsible for formulating the management system of the block, and inspecting and supervising the implementation of relevant systems. 12.4 The management organization shall be responsible for promoting the standardization of the block, and planning and guiding the development of the block, so as to achieve the sustainable development of the block.1. Service language should be in Mandarin, civilized and standardized. 7.2.2 It is advisable to provide more than one foreign language service. 7.3. Behavior
7.3.1 Abide by national laws and regulations, respect national customs and religious beliefs. 7.3.2 Service should be proactive, patient, meticulous and thoughtful. Operation should be standardized. 7.3.3 Behavior should be civilized. Behavior should meet the requirements of job specifications. 7.4. Business skills
7.4.1 Service personnel should undergo job training. Special occupations and positions should have corresponding qualifications and be certified. 7.4.2
Should master the basic knowledge and skills required for the position and be proficient in operation. 8. Environmental requirements
Overall environment
8.1.1 Clean and beautiful. No random posting, graffiti, construction, stalls, drying, and stacking. 8.1.2 The shape and decoration of the building's exterior walls should be beautiful and coordinated. Buildings with historical and cultural significance should have protection measures. 3. There should be leisure landscapes, small sculptures and public service advertisements that beautify the environment. 8.1.3
4 Various shop signs and outdoor advertisements should be set up in a standardized manner, beautiful and coordinated, and the text should comply with the "National General Language Law", be written in a standardized manner, and be properly displayed.
5 The environment should be arranged in conjunction with major festivals and celebrations. 8.1.5
During tourism theme activities, it is advisable to have an environment arrangement that highlights the theme characteristics. 8.1.6
Street lights and landscape lights should be set up reasonably, with appropriate illumination, and coordinated with the style of the street (district). 8.1.7
Sound sources should be controlled and noise pollution should be reduced to meet the second-level standard in GB3096. 102
9 Air pollution sources should be controlled. The air quality in the block should meet the second-level standard in GB3095. 8.1.9
8.1.10 There should be power-saving and energy-saving facilities and equipment and measures. 8.1.11 Municipal pipes and networks should be buried underground.
Business premises
The window display is distinctive and coordinated with the overall environment. The business premises should be equipped with eye-catching and standardized service guide signs. The signs should comply with the provisions of GB/T10001. 3 The temperature in each area of the business premises is suitable and well ventilated. 8.2.3
8.3 Greening
8.3.1 There should be landscape greening such as green landscaping, ornamental trees, and flower beds, and local tree species should be reflected. 8.3.2 Ancient trees and rare plants should have nameplates. 9
Sanitary requirements
Public place hygiene
No random stacking or random placement in public places
9.1.2 There is no dirt or water accumulation on the ground in public places. 9.1.3 There is no dirt or peeling on the walls of buildings. 9.1.4 Garbage is cleaned in time (daily cleaning and mobile cleaning). 9.1.5 A garbage bin with garbage classification and disposal signs should be placed every 40m in the block. Sewage is discharged through pipes without polluting the ground or water bodies. 9.1.6
9.2 Catering hygiene
The hygiene of catering places shall meet the requirements specified in GB16153. 9.3 Toilet hygiene
The hygiene shall meet the requirements of two stars or above specified in GB/T18973. 9.4 Others
The hygiene of shopping malls and stores shall meet the requirements specified in GB9670. 9.4.1
2The hygiene of cultural and entertainment places shall meet the requirements specified in GB9664. 9.4.2
10 Safety requirements
10.1 System and personnel allocation
There shall be a special safety protection system.
10.1.2There shall be a complete safety incident handling plan, and regular training and drills shall be conducted for all employees every year. 10.1.3
Key sections shall be equipped with safety protection personnel and safety patrol personnel. 10.2 Facilities and Equipment
Fire-fighting and fire prevention equipment are complete and effective. LB/T024—2013
LB/T024—2013
2The electrical monitoring system is sound and effective
10.2.3The safety fences in dangerous areas (such as near water and along traffic routes) are complete and effective. 10.2.4The use and maintenance of tourist entertainment facilities comply with safety regulations 10.3 Signs and Logos
10.3.1Safety warning signs and logos should be complete, eye-catching and standardized. 10.3.2The setting of fire safety signs complies with the provisions of GB15630. 10.4Safety Disposal and Rescue
10.4.1Regular inspections effectively maintain safety order. 10.4.2It is advisable to have medical points and a linkage education and treatment mechanism with surrounding hospitals. 10.4.3
There should be a public security agency or public security contact point, and an emergency linkage mechanism with surrounding public security, fire and other agencies. 11
Requirements for the protection of tourist rights and interests
Complaint handling
There should be a tourist complaint handling system, and a special agency or personnel responsible for receiving tourist complaints. 11.1. 1
The complaint telephone numbers of local tourism and other departments and neighborhoods should be announced in a conspicuous place. 11.1.3 It is advisable to have convenient complaint methods such as online complaints and opinion books. 4Accept complaints quickly, handle complaints in a timely manner, keep complete records, and have a good service attitude. 11.1.4
The tourist satisfaction rate of effective complaints is not less than 90%. 11.1.5
11.2 Continuous improvement
11.2.1Conduct tourist satisfaction surveys regularly (no less than 2 times a year). The overall satisfaction of tourists is not less than 90%. 11.2.2 There shall be analysis, notification and improvement measures for the opinions of tourists’ satisfaction survey. 12
Comprehensive management requirements
12.1 There shall be a permanent management organization.
12.2 Full-time personnel and special funds shall be allocated to ensure the work of the management organization. 12.3 The management organization shall provide regular or irregular training to the service personnel in the block. 12.3 The management organization shall be responsible for formulating the management system of the block, and inspecting and supervising the implementation of relevant systems. 12.4 The management organization shall be responsible for promoting the standardization of the block, and planning and guiding the development of the block, so as to achieve the sustainable development of the block.1
2The sanitation of cultural and entertainment venues shall meet the requirements of GB9664. 9.4.2
10Safety requirements
10.1System and personnel allocation
There is a special safety protection system.
10.1.2There is a complete safety incident handling plan, and regular training and drills are carried out for all employees every year. 10.1.3
Key sections are equipped with safety protection personnel and safety inspection personnel. 10.2Facilities and equipment
Fire protection and fire prevention equipment are complete and effective. LB/T024—2013
LB/T024—2013
2The electrical monitoring system is sound and effective
10.2.3The safety fences in dangerous areas (such as near water and along traffic lines) are complete and effective. 10.2.4 The use and maintenance of tourist entertainment facilities shall comply with safety regulations 10.3 Signs and logos
10.3.1 Safety warning signs and logos shall be complete, eye-catching and standardized. 10.3.2 The setting of fire safety signs shall comply with the provisions of GB15630. 10.4 Safety disposal and rescue
10.4.1 Regular inspections shall effectively maintain safety order. 10.4.2 There should be medical points, and there should be a linkage teaching and governance mechanism with surrounding hospitals. 10.4.3
There should be public security agencies or public security contact points, and there should be an emergency linkage mechanism with surrounding public security, fire and other agencies. 11
Requirements for the protection of tourist rights and interests
Complaint handling
There should be a tourist complaint handling system, and there should be a special agency or personnel responsible for receiving tourist complaints. 11.1. 1
The complaint telephone numbers of local tourism departments and neighborhoods should be published in a conspicuous location. 11.1.3 It is advisable to have convenient complaint methods such as online complaints and opinion books. 4 Complaints should be accepted quickly, complaints should be handled promptly, records should be complete, and service attitudes should be good. 11.1.4
The tourist satisfaction rate of effective complaints is not less than 90%. 11.1.5
11.2 Continuous improvement
11.2.1 Regularly conduct tourist satisfaction surveys (no less than 2 times a year). The overall tourist satisfaction is not less than 90%. 11.2.2 There should be analysis, notifications, and improvement measures for the opinions solicited from tourist satisfaction surveys12
Comprehensive management requirements
12.1 There should be a permanent management organization.
12.2 Dedicated personnel and exclusive funds should be allocated to ensure that the management organization can carry out its work. 12.3 The management organization should conduct regular or irregular training for service personnel in the block. 12.3 The management organization should be responsible for formulating the management system of the block, and inspecting and supervising the implementation of relevant systems. 12.4 The management agency should be responsible for promoting the standardization of the block construction, and planning and guiding the development of the block to achieve sustainable development of the block.1
2The sanitation of cultural and entertainment venues shall meet the requirements of GB9664. 9.4.2
10Safety requirements
10.1System and personnel allocation
There is a special safety protection system. bZxz.net
10.1.2There is a complete safety incident handling plan, and regular training and drills are carried out for all employees every year. 10.1.3
Key sections are equipped with safety protection personnel and safety inspection personnel. 10.2Facilities and equipment
Fire protection and fire prevention equipment are complete and effective. LB/T024—2013
LB/T024—2013
2The electrical monitoring system is sound and effective
10.2.3The safety fences in dangerous areas (such as near water and along traffic lines) are complete and effective. 10.2.4 The use and maintenance of tourist entertainment facilities shall comply with safety regulations 10.3 Signs and logos
10.3.1 Safety warning signs and logos shall be complete, eye-catching and standardized. 10.3.2 The setting of fire safety signs shall comply with the provisions of GB15630. 10.4 Safety disposal and rescue
10.4.1 Regular inspections shall effectively maintain safety order. 10.4.2 It is advisable to have medical points and a linkage education and governance mechanism with surrounding hospitals. 10.4.3
There should be public security agencies or public security contact points, and an emergency linkage mechanism with surrounding public security, fire and other agencies. 11
Requirements for the protection of tourist rights and interests
Complaint handling
There should be a tourist complaint handling system, and a special agency or personnel responsible for receiving tourist complaints. 11.1. 1
The complaint telephone numbers of local tourism departments and neighborhoods should be published in a conspicuous location. 11.1.3 It is advisable to have convenient complaint methods such as online complaints and opinion books. 4 Complaints should be accepted quickly, complaints should be handled promptly, records should be complete, and service attitudes should be good. 11.1.4
The tourist satisfaction rate of effective complaints is not less than 90%. 11.1.5
11.2 Continuous improvement
11.2.1 Regularly conduct tourist satisfaction surveys (no less than 2 times a year). The overall tourist satisfaction is not less than 90%. 11.2.2 There should be analysis, notifications, and improvement measures for the opinions solicited from tourist satisfaction surveys12
Comprehensive management requirements
12.1 There should be a permanent management organization.
12.2 Dedicated personnel and exclusive funds should be allocated to ensure that the management organization can carry out its work. 12.3 The management organization should conduct regular or irregular training for service personnel in the block. 12.3 The management organization should be responsible for formulating the management system of the block, and inspecting and supervising the implementation of relevant systems. 12.4 The management agency should be responsible for promoting the standardization of the block construction, and planning and guiding the development of the block to achieve sustainable development of the block.
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