Notice on printing and distributing "Hainan Tourism Characteristic Blocks Service Quality Identification Conditions" and "Implementation Measures"



Tourism, Culture, Radio, Film and Sports Bureaus of cities, counties and autonomous counties:



In order to promote the establishment of tourism Characteristic Blocks, standardize and improve the service quality and management level of Hainan Tourism Characteristic Blocks, our office formulated the "Qualification Conditions for Service Quality of Hainan Tourism Characteristic Blocks" and the "Implementation Measures". Now print you, please earnestly carry out.



Attachment 1



Qualification conditions of service quality of Hainan Tourism characteristic Blocks



To regulate and improve the service quality and management level of hainan tourism features block, guide the governments at all levels to promote tourism characteristic blocks to create, promote economic development of hainan night, promote the construction of international tourism consumption center, according to the national tourism administration in 2013 released by the tourism characteristic block service quality requirements (LB/T024-2013), combining the reality of hainan, "Hainan Tourism Characteristic Blocks Service Quality Identification Conditions" is specially formulated.



1. Basic Requirements (20 points)



1. Blocks shall have clear geographical boundaries, with the total length of ground streets not less than 300 meters, or the total floor area not less than 30,000 square meters. Blocks should have natural environment and human environment in harmony with street (district) characteristic positioning. The block has distinctive commercial characteristics and profound tourism atmosphere, reflecting local cultural characteristics. It should be equipped with two or more combinations of tourism, shopping, catering, leisure and entertainment, cultural display and other functions, and has a high popularity in a certain aspect. (15 points)



2. There should be a tourist service center or tourism consulting point in the block, and a special management agency is responsible for the honest operation and the responsibility of tourism market management. Allocate full-time personnel and special funds to ensure that the administrative agencies carry out their work. (5 points)



Ii. Service Facilities (30 points)



3. A nameplate shall be set at the main entrance of the block, marking the name of the block, introduction and panoramic guide map as well as the complaint telephone number of each management functional department in an eye-catching position; Signboards reflecting the road direction are set up at major road junctions; The scenic spots and buildings with historical and cultural deposits shall be marked with nameplates. The text is accurate and standard, both in Chinese and English. (10)



4. Rest areas should be set up along the roads, in large commercial and cultural facilities and in the public space of buildings. Newsstands, food retail outlets, dustbins and green landscape should be equipped around them. (6)



5. Parking lots should be set up near the main entrances and exits, and spare parking lots should be set up within 400 meters. There should be public transport stops near the main entrances and exits. (4)



6. Public toilets should be set up with reasonable distribution and sufficient quantity, and guide signs for public toilets should be set up every 30 meters within the block. Commercial toilets should be open to tourists and free of charge. (6)



7. Block streets should not be the main road of urban traffic, and should also reduce the intersection with the main road, and set up speed limit signs for motor vehicles in the area and through. It should be set up as a pedestrian street. (4)



Iii. Commercial Format (20 points)



8. The scale of business should conform to the location of the block, the variety of goods should be rich, and the shopping environment should be clean, beautiful, comfortable and convenient. There should be shopping places where regional products are sold intensively. Marketing activities of featured goods should be held regularly. (10)



9. Local characteristics and brand restaurant layout is reasonable, convenient for tourists; The dining environment is clean and hygienic. There are a variety of forms, flavors, levels of restaurants, to meet the diverse needs of visitors. (6)



10. Diversified and open public cultural and entertainment facilities shall be provided. Cultural and entertainment business sites shall provide positive and healthy products in accordance with relevant national laws and regulations. Special festival activities or healthy, rich evening cultural entertainment activities. (4)



Iv. Management Service (8 points)



11. The block management agency is responsible for formulating the block management system, inspecting and supervising the implementation of relevant systems, promoting the standardization construction of the block and realizing the sustainable development of the block. Conduct regular or irregular training for service personnel in the district. Service personnel should undergo post training, should master the basic knowledge and skills required by the post, skilled operation. Special occupation and post should have the corresponding qualification, hold the certificate to work. Continue to improve service quality, improve visitor satisfaction. (4)



12. The service personnel should be dignified, generous, polite and enthusiastic. Dress appropriately and neatly and wear badges. The language is civilized and standardized. Active, patient, meticulous and considerate service, standard operation, behavior in line with the requirements of the post standard. Abide by state laws and regulations, and respect ethnic customs and religious beliefs. (4)



5. Environmental Health (12 points)



13. The overall environment of the block is neat and beautiful, without disorderly Posting, graffiti, building, setting up stalls, drying and stacking. The exterior wall of the building is beautiful and harmonious in shape and decoration. Buildings with historical and cultural significance should be protected. All kinds of store cards and outdoor advertisements are set up in standard, beautiful and harmonious, and the text is in line with the Law of National Common Language and Characters. (6)



14. There is no phenomenon of disorderly piling and putting in public places. The ground has no dirt, no water. No dirt, no peeling wall. Garbage removal in time. Every 40 meters in the block should be placed a garbage can with garbage classification and placing signs. (6)



6. Safety and Security (10 points)



15. There are special safety protection systems. Improve the security incident handling plan, carry out annual training for all staff, regular drills. Key sections are configured with security protection personnel and security patrol personnel. Fire prevention, fire prevention equipment, complete and effective. The electronic monitoring system is sound and effective. Safety barriers in dangerous areas (such as near water and along traffic lines) are complete and effective. Safety warning signs and marks, distress calls, etc., should be complete, eye-catching, standard. There should be a medical point and a linkage treatment mechanism with surrounding hospitals. There should be public security agencies or public security contact points, and there should be emergency linkage mechanisms with surrounding public security, fire fighting and other institutions. (6)



16. The complaint telephone numbers of local government departments (such as public security, municipal supervision, health, tourism, etc.) should be posted prominently in the block. There is a tourist complaint handling system, there are specialized agencies or personnel responsible for receiving tourist complaints. Complaint handling in time, complete record, good service attitude, high credit, customer satisfaction is not less than 90%. (4)



"Hainan Tourism Characteristic Blocks Service Quality Accreditation Conditions" includes basic requirements, service facilities, commercial formats, management services, environmental sanitation, safety and other aspects, among which the basic requirements are essential items and indispensable. The total score is 100 points. If the score reaches 90 points or more, it can be identified as hainan tourism characteristic block.



These conditions shall take effect as of the date of promulgation.