中国酒店星级评分表ChinaStarRatingAttachmentABC

序号No.项目Items是否达标UptoStandardornot1总体要求GeneralRequirments1.1建筑物外观和建筑结构应具有鲜明的豪华饭店的品质，饭店空间布局合理，方便宾客在饭店内活动Theexteriorandthestructureofthebuildingshouldbeluxurious.Reasonablespacearrangementforgueststowalkaround.Y1.2内外装修应采用高档材料，符合环保要求，工艺精致，整体氛围协调，风格突出Useexcellentmaterialsthatmeetwiththerequirementsofenvirionmentalprotectiontodointeriorandexteriorconstructionwithrefinedmanualcraft,harmoniousoverallatmosphere,anddistinctivestyle.Y1.3各种指示用和服务用文字应至少用规范的中英文同时表示。导向标志清晰、实用、美观，导向系统的设置和公共信息图形符号应符合GB/T15566.8和GB/T10001.1、GB/T10001.2、GB/T10001.4、GB/T10001.9的规定AllsignsforinstructionalandservinguseshouldbeatleastwritteninbothChineseandEnglish.Signsshouldbeclear,pragmatic,nice.TheinstallationofsignsystemandpublicinformationsignsshouldmeettherequirementsofGB/T15566.8,GB/T10001.1,GB/T10001.2,GB/T10001.4,andGB/T10001.9.Y1.4应有中央空调（别墅式度假饭店除外），各区域空气质量良好Centralair-conditionshouldbeinstalled(exceptvilla-styleholidayinns).Maintainfreshairinallsections.Y1.5应有运行有效的计算机管理系统，前后台联网，有饭店独立的官方网站或者互联网主页，并能够提供网络预订服务Effectivecomputermanagingsystemwithconnectionoftheinternetofforegroundandbackground,independentofficialwebsiteorInternethomepagewhereonlinereservationcanbemade.Y1.6应有公共音响转播系统。背景音乐曲目、音量与所在区域和时间段相适应，音质良好PublicSoundSystemservingproperbackgroundmusicinpropervoicevolumeandgoodtonequalityinagivensectionandtime.Y1.7设施设备应维护保养良好，无噪音，安全完好、整洁、卫生和有效Goodmaintenanceoftheequipments.Noiseless,safe,tidy,andeffective.Y1.8应具备健全的管理规范、服务规范与操作标准Soundmanagingandservingcodes,andoperationstandard.(CompleteSOP/P&P)Y1.9员工应着工装，工装专业设计、材质良好、做工精致Staffshouldwearuniformswhicharerefinelymadeaccordingtoprofessionaldesign.Y1.1员工训练有素，能用普通话和英语提供服务，必要时可用第二种外国语提供服务Well-trainedstaffwhocanofferservicebothinMandarinandinEnglish,andasecondforeignlanguageifnecessary.Y1.11应有与本星级相适应的节能减排方案并付诸实施Energy-savingmethodsinaccordancewiththestarofthehotelandputthemintopractice.Y附录A必备项目检查表AttachmentA.NecessaryItemsCheckList表A五星级饭店必备项目检查表SheetA.NecessaryItemsCheckListfor5StarHotel1.12应有突发事件（突发事件应包括火灾、自然灾害、饭店建筑物和设备设施事故、公共卫生和伤亡事件、社会治安事件等）处置的应急预案，有年度实施计划，并定期演练Prepareplansforemergency(includingfireaccident,naturaldisaster,hotelbuildingandequipmentsaccidents,sanitationandinjuries,publicordericcidents).Haveplansfortheyearandrehearsalregularly.Y1.13应有系统的员工培训规划和制度，应有专门的教材、专职培训师及专用员工培训教室Havesystematicstafftrainingplanandregulations.Providespecificteachingmaterials,trainingteachersandtrainingrooms.Y2前厅FrontOffice2.1功能划分合理，空间效果良好Functionisdifferentiatedreasonably,spaceeffectisgoodY2.2装饰设计有整体风格，色调协调，光线充足，整体视觉效果和谐Thedecorationhasanintegratedstyle,hamonioustone,enoughlight,andgoodvisualeffects.Y2.3总服务台位置合理，接待人员应24h提供接待、问询和结帐等服务。并能提供留言、总帐单结帐、国内和国际信用卡结算、外币兑换等服务FrontOfficeshouldbelocatedinasuitableplace.Receptionistsprovideserviceofreceiving,inquiryandsettlingbillsfor24hours,aswellasmessageleaving,creditcards(domesticandinternational)forsettlingbillsandforeignexchangeservice.Y2.4应专设行李寄存处，配有饭店与宾客同时开启的贵重物品保险箱，保险箱位置安全、隐蔽，能够保护宾客的隐私Providebaggagedepositroom,andsafeforvaluablesjointlyopenedbyinhouseguestandhotelavailable.Locationforsafesshouldbesafeandcovertforinhouseguests’privacy.Y2.5应提供饭店基本情况、客房价目等信息，提供所在地旅游资源、当地旅游交通及全国旅游交通的信息，并在总台能提供中英文所在地交通图、与住店宾客相适应的报刊Providehotelservicecollateral,roomtariff,citymapinEnglishandChinese,introductionofmajorscenespotsincityandwholecountry,timetableofmainvehicles,newspaperandmagazineswhicharesuitableforinhouseguests.Y2.6在非经营区应设宾客休息场所Setfreerest-areainnon-businessdistrict.Y2.7门厅及主要公共区域应有符合标准的残疾人出入坡道，配备轮椅，有残疾人专用卫生间或厕位，为残障人士提供必要的服务Havespecialentrance,wheelchair,specialtoiletorlavatoryforhandicappedingateandmainpublicarea.Y2.8应24h接受包括电话、传真或网络等渠道的客房预订24hoursroomreservationserviceviatelephone,fax,ortheInternet.Y2.9应有专职的门卫应接服务人员，18h迎送宾客doormanservicefor18hoursY2.1应有专职行李员，配有专用行李车，24h提供行李服务，提供小件行李寄存服务Fulltimestaffinchargeofthebaggage,luggagebarrow,24-hourservice.DepositaryforsmallluggageY2.11应提供代客预订和安排出租汽车服务Reserveforguestsandarrangetaxi.Y2.12应有专职人员处理宾客关系，18h在岗服务Fulltimestaffinchargeofdealingwithguestsrelations18-hourservice.Y2.13应提供礼宾服务Provideconciergeservice.Y2.14应有管理人员24h在岗值班24-hoursmanagerondutyY3客房　　Guests'room　　　　　　　　　　　　　　　　 3.1应有至少50间(套)可供出租的客房Minimum50roomsforrental.Y3.270%客房的面积(不含卫生间和门廊)应不小于20m270%oftheguests'rooms(excludingthebathroomandtheporch)shouldnotbelessthan20m2Y3.3应有标准间（大床房、双床房），残疾人客房，两种以上规格的套房（包括至少4个开间的豪华套房），套房布局合理Havestandardrooms(doublerooms,twinrooms),handlingrooms,overtwokindsofsuites(includingatleast4-piecesuperiorsuites).Thelayoutofsuitesisresonable.Y3.4装修豪华，具有良好的整体氛围。应有舒适的床垫及配套用品。写字台、衣橱及衣架、茶几、座椅或沙发、床头柜、全身镜、行李架等家具配套齐全、布置合理、使用便利。所有电器开关方便宾客使用。室内满铺高级地毯，或用优质木地板或其他高档材料装饰。采用区域照明，目的物照明效果良好Luxuryfitment,niceoverallatmosphere,comfortablemattress,desk,clothespressandclothesrack,teatable,seatorsofa,bedstand,mirror,luggageandotherhigher-qualityfurniture.Allapplicanceswitchesshouldbeeasytouse.Carpetshouldbespreadonthefloor,orotherhigh-qualitymaterialsfordecoration.Well-illuminance.Y3.5客房门能自动闭合，应有门窥镜、门铃及防盗装置。客房内应在显著位置张贴应急疏散图及相关说明Thedoorcouldbeclosedautomatically,spy-mirror,doorbellandguardagainsttheftsystem.Evacuatechartandtheexplanationshouldbestickintheoutstandingplace.Y3.6客