(Issued by the National Tourism Administration on May 29, 1991)

1、 Basic standards of travel agency for guest service
2、 Basic standards of foreign hotels for guest service
3、 Basic standards of tourist services for foreign cars
4、 The basic standards of foreign restaurants for tourist services
5、 Basic standards of visitor service at tourist attractions

In order to improve the quality of tourism services, protect the legitimate rights and interests of tourists, meet the reasonable requirements of tourists, and implement the purpose of "guests first, quality first", this "standard" is specially formulated. The basic standards of tourism industry for guest service include the basic standards of travel agencies for guest service; The basic standards of foreign hotels for guest service; The basic standards of the service of foreign cars for tourists; The basic standards of foreign restaurants for tourist services; Basic standards for guest service at tourist attractions.

1、 Basic standards of travel agencies for guest services

Article 1 The contract signed between the travel agency and overseas customers shall comply with the contents of the model contract uniformly stipulated by the National Tourism Administration, indicating the price grade, service standards, service items, responsibilities, rights and obligations of both parties, as well as the local complaint telephone number and address.

Article 2 The travel agency shall provide corresponding services according to the schedule, grade standard and package price confirmed in the contract. Except for force majeure factors, if the travel agency fails to provide the tour group (or person) with services that meet the standards specified in the contract, it shall provide compensation services for the tour group (or person) or refund the difference of service fees below the standards to the other party.

Article 3 The travel agency shall arrange activities reasonably according to the nationality, identity, occupation, age, health status and other characteristics of the group guests and the confirmed schedule, respect the tourists' living habits and customs, and treat tourists of different countries, colors, occupations, genders, and ages warmly.

Article 4 Except for force majeure factors, if the travel agency's work omission causes the tourist group (or group) to reduce the service items or delay the travel time, the travel agency shall refund the fees for the service items not provided and make certain compensation.

Article 5 Travel agencies shall reserve hotels for tourist groups (tourists) according to the standards specified in the contract and notify the other party in advance. If the hotel already booked needs to be changed due to special circumstances, the hotel with the same star level or higher than the original star level can be changed without additional charge after obtaining the consent of the tourists. If the replaced hotel is lower than the originally promised star level, it is necessary to explain to the tourists and return the difference to the tourists. Travel agencies shall not arrange travel groups (persons) to stay in non designated hotels.

Article 6 Travel agencies shall arrange cultural and recreational activities as fixed programs. If the tour schedule is less than 3 days, it is generally not less than once; 4 to 7 days, generally no less than 2 times; Generally, no less than 3 times for more than 8 days.

Article 7 Travel agencies must arrange tourists to have meals in designated hotels or restaurants. The food shall be ordered according to the specified meal standards, and the meal fees shall not be deducted, and tourists shall not be forced to add flavor meals.

Article 8 Travel agencies shall have specific preventive measures to ensure the safety of tourists' personal and property. Tourists must be insured against personal and property accidents during their stay in China. During the journey, if an accident is found, measures must be taken in a timely manner, and the details of the incident and the handling situation must be reported to the superior competent department for instructions.

Article 9 It is necessary to improve the check-in procedures of guest luggage to ensure the safety and accuracy of the luggage transportation. If the loss of luggage and property is caused by the travel agency, compensation shall be made; If it is caused by the hotel or the transportation department, the travel agency is responsible for helping to contact and solve the problem.

Article 10 Tour guides assigned by travel agencies to the group must pass the national qualification examination for tour guides and obtain the Certificate of Tour Guides issued by the National Tourism Administration.

Article 11 Tour guides shall make all preparations in advance. When you go to the group, you should dress neatly, behave generously, wear a badge, and carry a tour guide card. The service should be friendly, considerate, conscientious, responsible and proactive. Tour guides should speak accurately and fluently, and their content should be healthy, rich and vivid. The guide signs and microphones should be used to receive tourist groups with more than 10 people. If there is a need to pick up a station, the tour guide should contact the airport, station and dock in advance to avoid missed or delayed pickup due to the change of arrival time.

Article 12 The shopping of tour groups (tourists) shall be included in the tourist activity schedule. The tour guide shall strictly follow the schedule and guide the guests to the designated tourist store for shopping.

Article 13 All staff of travel agencies should carefully study the rules for foreign-related personnel, strictly abide by state secrets, discipline and law, do not ask for tips, do not collect rebates, and do not exchange foreign exchange.

Article 14 Travel agencies shall commend and reward the collectives and individuals who attach importance to service quality and have outstanding achievements. The tourism administration department shall handle the travel agencies and individuals who have received complaints from guests according to the Interim Provisions on Tourism Complaints.

2、 Basic standards of foreign hotels for guest service

Article 15 All foreign-related tourist hotels must provide corresponding star service in accordance with the Regulations and Standards of the People's Republic of China for Evaluating the Star Rating of Tourist Hotels. Any foreign-related hotel with undetermined star shall have the sign of designated hotel, which meets the standard requirements of designated hotel.

Article 16 The hotel service personnel should have good appearance, practice honorific service and treat guests politely. The service personnel shall wear the work number plate, answer the guests' questions in standard Mandarin and foreign languages, and use honorific expressions such as "Hello", "Thank you", "Please", "Sorry", etc.

Article 17 The guard service should be warm and polite, and the passenger flow should be timely channelled.

Article 18 The bellboy shall take the initiative to transport the luggage for the guests with enthusiasm, and handle it with care to ensure the safety of the guests' property.

Article 19 The front desk service shall be timely and friendly, and the computer management means shall be used as far as possible to handle the check-in procedures.

Article 20 The telephone switchboard service shall be accurate, rapid, with moderate volume, friendly attitude, timely and error free wake-up call and message service. The assistant manager of the lobby shall stick to his post and try his best to meet the reasonable requirements of the guests; We should earnestly assist in solving the complaints of guests.

Article 21 The service personnel should be proactive and enthusiastic, and provide standardized services in strict accordance with the service procedures and standards stipulated by the hotel. Guests should be treated equally regardless of their country, color, occupation and gender. Strictly abide by foreign affairs discipline, consciously safeguard the dignity of the legal system, do not ask for tips or accept gifts privately, do not exchange foreign exchange, and do not do anything harmful to national dignity and personality.

Article 22 Each post in the hotel shall establish a pre shift and post shift handover system.

Article 23 The hotel shall provide corresponding service items such as accommodation, transportation, commodity sales and recreational activities according to star level standards to keep the surrounding environment clean and beautiful. The lobby, dining room, conference hall, recreation palace, corridor and other places should be kept clean and tidy. The public toilet shall have obvious signs and be cleaned by special personnel to ensure that it is clean, sanitary, odor free and stain free.

Article 24 The layout of guest rooms should be rationalized to make it as convenient as possible for guests. The equipment in the room should be intact, and the windows and countertops should be free of stains, the carpets should be free of sundries, the bathroom should be free of odor, and the lamps should be bright to create a clean, comfortable and safe environment for guests.

Article 25 The dining room shall be neat, clean and sanitary, and the tablecloth, tablecloth, tableware and drinking utensils shall be clean and intact. Guests should be greeted warmly when entering the restaurant. Guests should be introduced to their seats. The quality and standard of catering shall be guaranteed according to the level of meal cost of the guests. Meals should not only reflect local characteristics, but also be suitable for guests' taste. The drinks and food provided must comply with the provisions of the Food Hygiene Law of the People's Republic of China to prevent food poisoning and other accidents.

Article 26 Perfect public security measures shall be taken to ensure the personal and property safety of guests. The front desk should have facilities for keeping valuables for guests, and complete storage and collection procedures. The guestroom shall be provided with a safe evacuation diagram, and the floors and public places shall be provided with passages showing safe evacuation, and the evacuation passages and exits shall be kept unblocked. Before leaving the store, baggage should have complete handover procedures.

3、 Basic standards of tourist services for foreign cars

Article 27 The idea of "safety first" should be firmly established. Frequently carry out safety education and establish vehicle safety inspection system. Before each trip, carefully check the vehicle condition, especially the engine, steering, brake, signal and other safety parts. It is strictly prohibited to perform tasks for vehicles with faulty parts.

Article 28 The driver's clothing shall be clean, pay attention to appearance, and provide high-quality service for guests with civilized honorific expression, full work enthusiasm and good mental outlook. We should consciously abide by the traffic rules, not drive against the rules, and not drive after drinking.

Article 29 The vehicle shall travel smoothly, and the best route shall be selected to reduce turbulence. In case of severe weather, or driving on rivers, steep slopes, and roads with many turns, necessary safety measures shall be taken to ensure driving safety. Don't risk driving on the ice.

Article 30 The guest shall arrive at the designated place in advance. The driver shall not stay away from the vehicle and shall not use the horn to urge the guest to get on when the guest is visiting or shopping.

Article 31 Ensure the safety of guests' goods. When the guests get off for sightseeing and shopping, the driver should check whether the doors and windows are closed and remind the guests to take valuables with them. After the guests' activities, the driver should clean the carriage in time and return the items forgotten by the guests.

Article 32 The driver performing the task of picking up and delivering baggage shall complete the handover procedures with the accompanying personnel, and carefully count the number of baggage without any mistakes.

Article 33 Non staff members shall not take the guest's vehicle. During the tour, travel according to the schedule and route determined by the travel agency. In case of special circumstances, if you need to change the itinerary, you should first obtain the consent of the leader and accompanying personnel. You are not allowed to change the route and activity arrangement without authorization. It is not allowed to guide guests to eat or shop in non designated restaurants or stores without authorization.

Article 34 Drivers shall establish noble professional ethics, strictly abide by foreign affairs discipline, discipline and law, and shall not ask for tips, collect rebates, swap foreign exchange, or make other illegitimate requirements, and shall not do anything harmful to national dignity and personality.
Article 35 The vehicle appearance and condition shall be well protected. The car body shall be clean and free of oil stain; The glass is bright, without water lines and mud spots; The curtains should be clean; Seats and backrests shall be fixed in good condition; There are no sundries in the compartment, and the air is fresh. Proper heating and cooling shall be provided according to the temperature and guest requirements.

Article 36 The fees shall be charged in strict accordance with the standards set by the State and shall not be increased without authorization.

Article 37 The travel car company shall, according to the principle of this regulation, formulate the Company's Car Appearance Standards, Driver Appearance Standards, Driver Service Standards, Driver Safety Driving Standards, and Driver Driving Operation Standards, record the assessment item by item, and include it in the content of evaluation, reward, and punishment.

4、 Basic standards of foreign restaurants for tourist services

Article 38 The reservation standards of foreign restaurants shall be made public to the guests. Do not arbitrarily increase the gross profit rate of meals. The Supplementary Provisions on Strengthening Tourism Catering Quality Management (TGZ (1990) No. 40) issued by the National Tourism Administration shall be strictly followed. It is not allowed to lower or deduct the food standard of the guests, and it is not allowed to pay money or things to the ordering units and individuals in any form.

Article 39 The staff of the restaurant shall pay attention to their personal appearance and wear the job card. Service should be proactive, enthusiastic and patient; We should practice honorific service and etiquette service. After the guest is seated, the waiter should quickly deliver the sterilized towel (or paper) and hot tea.

Article 40 Guests should be treated equally regardless of their nationality, color, occupation, gender and age.

Article 41 The person in charge and the waiter of the restaurant should take the initiative to ask for advice from the accompanying staff and guests and improve their work in time to improve the service quality.

Article 42 Restaurants shall open on time and strictly observe the prescribed business hours. Guests' stay time shall not exceed 20 minutes generally; Before the guest leaves the restaurant, the waiter shall not clean the restaurant or urge the guest to leave.

Article 43 The environment around the restaurant should be elegant and tidy, giving guests a clean and comfortable feeling. The spare menu for guests should be clean and the printing quality should be guaranteed. The dishes provided should basically match the menu. In addition to the necessary decorations, the restaurant shall not place commercial goods to keep it clean and tidy. Clothes and hats storage place or clothes rack shall be available to ensure the safety of guests' property.

Article 44 The tablecloths, napkins, drinking utensils and other utensils in the restaurant shall be intact. The kitchen must be kept clean and sanitary. All containers containing food must be strictly cleaned and disinfected before use.

Article 45 Measures for disinfection, corrosion prevention, dust prevention and fly prevention equipment shall be prepared in the cold meat room, and special personnel shall be assigned to take charge. Store food with good quality and freshness.

Article 46 The public toilet shall be cleaned by specially assigned person to keep it clean and free from peculiar smell. Wash basin and face mirror shall be free of stains. Toilets should be equipped with soap and liquid soap, hand towels (paper towels) or sensitive hand dryers for guests.

Article 47 The parking lot shall be managed by a specially assigned person, and the vehicles shall be arranged in order to ensure smooth traffic.

5、 Basic standards of visitor service at tourist attractions

Article 48 Tourist attractions shall strictly comply with the Interim Regulations on the Administration of Scenic Spots issued by the State Council and the Notice on Strengthening the Planning of Historic and Cultural Cities issued by the Ministry of Construction, so as to make the environment of tourist attractions beautiful and protected.

Article 49 The service personnel shall dress neatly, pay attention to their personal appearance, wear the job number card, practice honorific service, and be enthusiastic and polite. The interpreter shall be fluent in language, accurate in content and complete in explanation.

Article 50 Sightseeing spots shall be clean and tidy, and the ground shall be free of sundries and phlegm. The ancient buildings should be free of dust, cobwebs, mosquitoes and flies.

Article 51 The main scenery, cultural relics and historic sites, ancient buildings, etc. in the tourist spots shall be provided with Chinese and English instruction boards with accurate content and clear writing, and the guide signs shall be placed in appropriate positions.

Article 52 Cultural and recreational activities held at tourist attractions should be healthy in content and in good order.

Article 53 The shops selling drinks, tea and tourist souvenirs at tourist attractions shall have bright and clean facilities and ensure the quality of goods.

Article 54 No booths shall be set at random in front of the gate of the tourist spot and in the scenic spot. They shall be managed in a unified way and positioned in an orderly manner. Firmly stop following guests and selling goods by force.

Article 55 The public toilet shall be clearly marked and shall be cleaned by a specially assigned person. The equipment shall be intact, free from defects and water leakage. There shall be no mosquitoes, flies and peculiar smell. The ground should be washed in time without cigarette butts, sputum stains and urinals to ensure that it is clean and free of dirt.

Article 56 Sightseeing spots shall have parking lots, which shall be managed by specially assigned persons. Vehicles shall be arranged in order, and the speed of vehicles entering and leaving the parking lot shall be limited. Strictly control vehicles entering the tourist area.

Article 57 A safety management system shall be established to ensure the safety of tourists' personal and property. Vehicles such as climbing cable cars and pleasure boats shall be well equipped to ensure safety. The entrance and exit shall be kept unobstructed, and special personnel shall be assigned for guidance.

Article 58 The multi-point fees in tourist attractions must be reasonable, and those without special value should be "all inclusive".