DB5301/T 78-2022 旅游民宿服务规范

ICS03.200

CCSA12

5301

昆明市地方标准

DB5301/T78—2022

旅游民宿服务规范

2022-08-01发布2022-09-01实施

昆明市市场监督管理局  发布

DB5301/T78—2022

目次

前言.......................................................................................................................................................................Ⅲ

1范围...................................................................................................................................................................1

2规范性引用文件...............................................................................................................................................1

3术语和定义.......................................................................................................................................................1

4基本要求...........................................................................................................................................................1

经营要件...................................................................................................................................................2

硬件设施...................................................................................................................................................2

安全要求...................................................................................................................................................2

卫生要求...................................................................................................................................................3

环保、节能要求.......................................................................................................................................3

5服务人员...........................................................................................................................................................4

人员配置...................................................................................................................................................4

民宿主理人...............................................................................................................................................4

人员要求...................................................................................................................................................4

6服务提供...........................................................................................................................................................5

预订服务...................................................................................................................................................5

前台服务...................................................................................................................................................5

住宿服务...................................................................................................................................................6

餐食服务...................................................................................................................................................6

出行服务...................................................................................................................................................7

特色服务...................................................................................................................................................7

资讯服务...................................................................................................................................................8

客户关系维护...........................................................................................................................................8

7服务评价与服务改进.......................................................................................................................................8

服务满意度评价.......................................................................................................................................8

现场检查（明查）与评价.......................................................................................................................8

神秘客人调查（暗访）与评价...............................................................................................................8

服务改进...................................................................................................................................................9

I

DB5301/T78—2