The first part is to establish the national evaluation standard of 5A-level scenic spots.
I. Detailed Rules 1: Detailed Rules for Service Quality and Environmental Quality Scoring
(1) Tourism traffic
1, accessibility
2. Own parking lot
3. Domestic transportation
(2) Sightseeing
1, tickets
2. Visitor Center
3. Guide signs
4. Missionary materials
5. Tour guide service
6. Tourist leisure facilities and sightseeing facilities.
7. Graphical symbols of public information
8, special population service projects
(3) Tourism safety
1, safety protection institutions, systems and personnel
2. Safe handling
3, safety equipment and facilities
4. Medical services
5. Ambulance service
(4) Hygiene
1, environmental sanitation
2. Waste management
3, smoking area management
4. Food hygiene
5, the toilet
(5) Post and telecommunications services
1, postal commemorative service
2. Telecommunication services
(6) Travel and shopping
1, shopping place construction
2. Shopping place management
3, commodity management practitioners management
4. Tourism commodities
(7) Integrated management
1, institutions and systems
2. Corporate image
Step 3 cultivate
4. Tourists' complaints and opinions.
Step 5 ask tourists for advice
6. Internet publicity
7. TV promotion
8. Newspaper publicity
9. Electronic commerce
10, social welfare
(8) Resources and environmental protection
1, air quality
2. Noise figure
3. Surface water quality
4. Protection of landscape, ecology, cultural relics and ancient buildings
5. Entrance and exit
6. Coordination of buildings, facilities and landscapes in the region
7, the coordination of the surrounding environment and landscape
8. Greening or beautifying
9, clean energy facilities and equipment
10, environmental protection materials
Two. Detailed Rules 2: Detailed Rules for Landscape Quality Scoring
Attraction of resources
1, entertainment value
2. Historical, cultural and scientific values
3. The degree of rarity or strangeness
4. Scale and abundance
Step 5 be complete
(2) Market influence
1, popularity
2. Fame
3. Market radiation
4. Strengthening the theme
Three. Rule 3: Detailed Rules for Scoring Tourists' Opinions
1, the grading basis of tourists' opinions is determined by the quality grade of tourist attractions.
2. Tourists' comprehensive satisfaction survey.
3, the "tourist opinion questionnaire" distribution, recycling, statistics
4. In the process of quality rating, the scale of Tourist Opinion Questionnaire is distributed.
5. Issue questionnaires on tourists' opinions in scenic spots.
6. Evaluation method of tourists' comprehensive satisfaction
7. Minimum requirements for comprehensive scores of tourists' opinions in quality grades of tourist attractions.
The second part is about the knowledge points of scenic spot evaluation.
1, external flow
2. Attraction traffic
3. Parking lot
4. Tourist routes in scenic spots
5. Signs of scenic spots
6. Internet in scenic spots
7. Tour guide service
8. Multi-functional visitor center
9. Safety of scenic spots
10, toilet in scenic spot
1 1, scenic communication
12, Laoshan tourist souvenir
13, Scenic Area Training
14, scenic spot advertising language, quality slogan, quality policy and scenic spot quality target
15, overall planning of scenic spots
16, tourist complaints in scenic spots
17, ISO900 1 quality certification and 14000 environmental quality certification for scenic spots.
18, the main building of the scenic spot
19, the scenic spot is suitable for sightseeing time and tourists.
first part
Establish a national assessment standard for 5A-level scenic spots.
I. Detailed Rules 1: Detailed Rules for Service Quality and Environmental Quality Scoring
Description:
1, the detailed rules * * * are 1000 points, * * * is divided into 8 major items, and the scores of each major item are: 140 points for tourism and transportation; You 2 10 integral; Travel safety 80 points; Health 140; Post and telecommunications services 30 points; 50 points for travel and shopping; Comprehensive management 195; Resources and environmental protection 155.
2, 5A level tourist attractions need to reach 950 points,
(a) tourist traffic 140 points
1, accessibility 70 points
① It is easy to reach the relying city, and the distance from the direct airport to the relying city is within 30 kilometers.
(2) Relying on the city, there are highway entrances and exits; Passenger station, shipping terminal.
③ Relying on the city, it is convenient to reach the scenic spot.
(4) Arrival roads and passenger passages are divided into first-class roads or the highest passenger passage.
⑤ The external traffic guide signs in scenic spots should be different from general traffic signs in color and appearance.
⑥ Good slope protection.
⑦ Tourism has a special mode of transportation.
There are direct tourist routes.
Pet-name ruby bus access.
2. Self-provided parking lot 30 points
(1) Self-provided parking lot with green parking surface or green separation line.
(2) The parking lot shall be provided with parking lines, parking areas, carriage return lines, and separate entrances and exits, and a special person shall be in charge. (3) there are direction signs in the parking lot. Parking lots or docks should be beautiful, distinctive or cultural, and be in harmony with the landscape.
3, internal flow 40 points
① The entrance and exit of the tour route should be set reasonably, and don't get too close, which is conducive to the evacuation of tourists.
(2) Characteristic trails in scenic spots require trail design to highlight features, reflect the culture of scenic spots, and adopt ecological or imitation ecological effects.
③ The tour lanes or routes are set reasonably, and the routes are set as loop lines, so the viewing area is large, which is conducive to tourists' sightseeing.
(2) Travel 2 10 points
1, tickets 10 points
① Exquisite design and production.
② Outstanding features.
(3) There is a tour map, consultation, complaint and emergency call on the back.
2. Visitor Center 65 points
① The visitor center has a superior location, eye-catching logo and appropriate scale, and the free service items are clearly marked outside the visitor center.
② Set up a computer touch screen inside the visitor center to introduce the facilities and services of various scenic spots.
③ Set up a film and television introduction system in the visitor center.
④ Provide tourist rest facilities.
⑤ Provide publicity materials for the tour of this scenic spot.
⑥ Consulting service personnel are fully equipped.
⑦ Provide run-length circuit diagram.
⑧ Express the program preview of scenic spots.
Pet-name ruby provide detailed publicity materials for tour guides.
Attending to provide drinks and souvenirs.
○ 1 1 provide services for special people, including wheelchairs for the disabled, blind roads, barrier-free facilities, crutches for the elderly, baby strollers for children, etc.
3, guide logo 43 points
(1) is equipped with a guide panorama, which can correctly identify the main scenic spots and the panorama of tourism services.
Location of facilities, including major scenic spots, tourist centers, toilets, entrances and exits, infirmary, public telephones, parking lots, etc. , and clearly indicate the telephone number of consultation, complaint and rescue.
(2) Set a guide map at the intersection of large-scale scenic spots, indicating the current location and surrounding scenic spots and service facilities.
(3) Equipped with landscape introduction boards and signs.
④ Exquisite design, good maintenance, no shedding, no burr and no corrosion.
⑤ The contrast between Chinese and foreign languages is clear, with at least three contrasts, and the text and pictures are consistent.
4. Provide missionary materials. 15 point
(1) includes the official publication and printing of guide maps, postcards, picture books, audio-visual products and research.
Prose, popular science books, etc.
② Visitors can get the main tour guides and publicity materials of the scenic spot, including at least one kind of free publicity materials, which are various and beautifully displayed.
5. Tour guide service. 37 points
① The number of tour guides is appropriate.
② Tour guides are rich in languages and have foreign language guides.
③ Add a senior tour guide or commentator.
(4) Set the portable audio wizard.
⑤ Tour guide words enrich literature and art..
⑥ The guiding effect is clear, vivid and beautiful.
⑦ The tour guide service is targeted and emphasizes personalization.
6. Provide recreational facilities and sightseeing facilities for tourists. 22 points
(1) The layout is reasonable and the quantity is sufficient to meet the needs.
(2) Not set in dangerous areas or places. Modeling is in harmony with landscape environment.
7. Set the graphic symbols of public information. 18 point
① Refer to GB 1000 1 standard for the content, location and scope of the logo.
② Location and quantity. It is required to reasonably set up public information graphic symbols in parking lots, entrances and exits, ticket offices, shopping places, medical points, toilets, catering facilities and other places. The graphics are standardized, in harmony with the landscape, with cultural characteristics and good visual effects.
8. Service items for special people 10.
Including wheelchairs for the disabled, blind roads, barrier-free facilities, crutches for the elderly, strollers for children, etc.
(3) Travel safety is 80 points.
1, safety protection institutions, systems and personnel. 10 point
(1) Establish a safety protection mechanism and have a sound safety protection system.
(2) There are full-time safety protection personnel, and they are distributed in places where tourists are concentrated and there are potential safety hazards.
The mobile safety protection personnel in scenic spots should adapt to the scale and nature of tourist areas.
2. Safe disposal: 17.
(1) There is a pre-plan for the safe disposal of tourists during peak hours, with clear responsibilities and clear procedures.
(2) Personnel arrive in place, effective diversion and effective safety measures.
③ Safe handling of special circumstances, including bad weather, sudden disasters, epidemic situation of infectious diseases, food poisoning, cable car power failure and other special circumstances. The scheme has the advantages of quick response, effective organization, alternative facilities in place and good disposal effect.
3, safety equipment and facilities 28 points
(1) Set up safety protection facilities, safety fences, water networks, etc. in dangerous areas. Should be complete and effective.
(2) Fire prevention facilities are complete and in good condition.
(three) the safety of recreational facilities, including vehicles, transportation facilities, recreational facilities, water amusement equipment, ground anti-skid treatment, barrier-free facilities, etc. , should comply with the safety regulations and effective.
(4) The safety confirmation of special tourism projects such as downhill, bungee jumping, diving, rafting and amusement has passed the acceptance.
⑤ Safety warning signs and signs are complete, eye-catching and standardized.
⑥ Safety publicity. Safety instructions or operating instructions should be in Chinese and foreign languages, and placed in a conspicuous position. Relevant key scenic spots (water projects, ski resorts) need to install safety broadcasts.
⑦ Improve the construction of scenic spot monitoring system.
4. Medical services. 8 points
(1) set up a clinic.
② Full-time medical staff.
③ Prepare daily medicines.
④ Prepare a first aid kit and a first aid stretcher.
5. ambulance service. 4 points
(1) There are water tourist attractions, mountain tourist attractions, ski resorts and other rescue equipment.
② Establish an emergency rescue system.
(3) The internal rescue telephone is announced to tourists and is smooth and effective.
(4) There is a special delivery agreement with relevant units to timely detect and deliver goods safely.
(4) Health 140.
1, environmental sanitation 20 points
(1) there is no littering, misplacing and disorderly construction in the scenic area, and the construction site is well maintained and beautiful.
② There is no sewage and dirt on the ground in the tourist area.
(3) Buildings and various facilities and equipment are free of dirt and dirt falls off.
④ The smell is fresh.
2, waste management 40 points
① Sewage discharge does not pollute the ground, rivers, lakes and coasts.
② The discharge facilities are complete and intact.
(3) Garbage shall be cleaned in time, with Nissan Nissin and mobile cleaning.
(4) The garbage cleaning equipment is beautiful and tidy.
⑤ Garbage bins (barrels) are neat and beautiful in appearance, sufficient in quantity and reasonable in layout.
⑥ Garbage disposal sites or garbage concentrated areas should be far away from tourist attractions, and should not be piled up, burned or buried in situ.
3, smoking area management 5 points.
① Reasonable division, divided into smoking area and non-smoking area.
(2) Management is in place. For smoking behavior in no-smoking areas, management measures are clear and management behavior is in place.
4, food hygiene 10
① Food hygiene conforms to national regulations.
(2) Tableware, drinking utensils and kitchen utensils shall be stored and disinfected by classification.
5, bathroom 65 points
(1) The scenic spot is required to provide the toilet layout.
② Reasonable site selection. The location is hidden, but it is easy to find and reach.
③ Sufficient quantity. The total number of toilets reached more than 5‰ of the average daily tourist reception in the peak season.
(4) If the fixed toilet can't meet the peak demand, set the mobile toilet.
⑤ The proportion of flushing toilets or ecological toilets is 100%.
⑥ Set up toilets for the disabled.
⑦ The quality of toilet equipment and sanitary ware is good, and partitions and doors are required. Toilets in major tourist sites should have facilities such as washing facilities (faucets), clothes hooks, toilet paper, soap, face mirrors, hand drying equipment, ashtrays, etc., which are practical and effective.
The toilet is very cultural, and the toilet is decorated according to the characteristics of the scenic spot. The appearance, color and shape of the bathroom are in harmony with the landscape environment.
Pet-name ruby toilets in tourist concentration places have special personnel to provide services.
Participation in three-star toilets reached 100%. There is no smell in the toilet and no filth on the ground.
(5) 30 points for post and telecommunications services in scenic spots.
1, postal commemorative service. 8 points
Provide commemorative stamps, local souvenir covers, postcards, commemorative stamps, etc.
2. Telecommunication services. 22 points
There is a public telephone.
② The number of public telephones is sufficient.
③ Set at entrances and exits and places where tourists are concentrated in the area.
(4) The public telephone has the function of direct dialing long distance.
⑤ The telephone booth and signs are in harmony with the environment, and the signs are beautiful and eye-catching.
⑥ Can receive cell phone signals.
(6) 50 points for travel and shopping.
1, shopping place construction 15.
(1) Shopping places do not destroy the main landscape, interfere with tourists and compete with tourists.
Roads and viewing space.
② The architectural modeling, color, material and landscape environment of shopping places should be coordinated; Reasonable layout, external advertising signs do not excessively affect the viewing effect.
2. Shopping place management 10 score
Shopping places are centrally managed, the environment is clean and tidy, the order is good, and there is no chasing and selling.
3, commodity management practitioners management 10.
There are unified management measures and means, including quality management, price management (clearly marked), measurement management, location management, after-sales service management, etc.
4, tourism products 15 points
It has the characteristics of this scenic spot.
(seven) comprehensive management of 274 points.
1, institutions and systems 20 points.
(1) The management organization is sound and the responsibilities are clear.
② The rules and regulations are sound. Marketing, quality, tour guide, health, environmental protection, statistics and other rules and regulations are sound.
(3) the rules and regulations have been effectively implemented, with a complete implementation record of more than one year.
2, corporate image 26 points
① Product image. It has a unique product image and forms an external corporate symbol.
(2) There are clear quality objectives and distinct quality policies or slogans, which are known to all employees.
③ Application of corporate logo. It is required to carry enterprise logo and navigation system (such as panorama, signs, landscape introduction cards, etc.) at the entrance of tourist attractions. ), promotional materials, tickets, work permit.
(4) Enterprise brand identification for trademark registration.
⑤ Employees should wear post clothes and work cards. Civilized and polite, warm and generous.
3, tourism planning 30 points
(1) There are relevant plans made in accordance with this standard and detailed rules.
(2) Planning approval shall be approved by the local government.
③ Effectiveness of planning and implementation. The planned construction projects and market development plans have all been implemented.
4. 20 points for training
(1) The training system, institutions, personnel and funds are clear and implemented.
② Annual training scope. Comprehensive training for managers and service personnel.
③ Comprehensive training in quality, marketing, safety, tour guide, hygiene, environmental protection and statistics.
(4) Training effect, employees answered fluently and correctly.
5. 20 points for handling tourists' complaints and opinions.
The number and nature of complaints. Inquire about relevant administrative departments and scenic spots' own records. near
Major quality complaints occur within two years (tourist complaints involving personal invasion and health damage of tourists are regarded as major quality complaints), and this item does not score.
② The complaint handling system is sound.
③ The complaint service facilities are complete. There is a clear complaint telephone number, complaint office logo and voting method.
Complaint email, suggestion book, etc.
(4) In the process of complaint handling, complaints are accepted quickly, with good service attitude and complete and detailed records.
To. Seek legal advice when necessary.
⑤ The complaint handling effect is good.
6. 6 points for consulting tourists
(1) consult regularly, not less than 3 times a year.
② The number of inquiries and the sample size are in line with the reception scale (the total amount reaches11000 of the annual reception volume).
(3) opinion processing, suggestion analysis, notification and improvement measures.
7, through the Internet publicity 14 points.
① Independent domain name and Chinese website.
② Relying on well-known comprehensive websites or authoritative tourism professional websites.
(3) Rich in content, giving a comprehensive description of scenic spots.
④ Building a digital virtual scenic spot to realize online tour.
⑤ Support English and other languages.
8. Promote 10 points through TV.
(1) program format, with a TV promo introducing this scenic spot.
(2) Broadcast level, broadcast on CCTV.
9, through the press publicity 5 points
(1) article introduction form, special introduction.
(2) Newspapers and periodicals, central newspapers and periodicals.
10, e-commerce 25 points
(1) query, dynamically query the expected tourist reception in a specific time period in the future.
② Booking, booking air tickets, accommodation, commodities, catering and entertainment, etc.
③ Payment, which can provide online payment function.
1 1, social benefit 15.
① Promote local social employment, and 80% of them are local employees.
② It plays a significant role in driving the local economy.
(8) Resources and environmental protection 155.
1, air quality, reaching the national first-class standard. 10 point
2. The noise index reaches the national first-class standard. 5 points
3. The surface water quality reaches the national standard. 10 point
4, landscape, ecology, cultural relics and ancient buildings protection 45 points
(1) investment in protection costs. The annual protection expenses of landscapes, cultural relics, ancient buildings, ecosystems and rare animals and plants should reach 10% of the annual ticket income of tourist areas (spots).
(2) Take appropriate protective measures (such as fire prevention, theft prevention, killing prevention, renovation of ancient buildings, protection of ancient and famous trees, etc.). ), the requirements system is specific, the facilities are complete, and the personnel responsibilities are clear.
(3) the protection effect, fully maintain the authenticity and integrity of cultural relics and landscapes.
5, admission 15 points
① The main architectural styles of entrances and exits have a comparative effect on the main landscapes in the region.
(2) There are corresponding tourist gathering and distributing places at the entrance and exit, with moderate area and good management.
6. The harmony between buildings, facilities and landscapes in this area is 37 points.
(1) The site selection will not destroy the landscape.
② The main building has a distinctive style and outstanding effect.
③ The styles of individual buildings in the area are consistent and harmonious.
(4) Architectural appearance (shape, color, material, etc.). ) is in harmony with the landscape of this area.
⑤ The building volume in the area is moderate.
⑥ A corresponding buffer zone is formed around the building, which has a good ornamental effect.
⑦ The location of functional buildings should be hidden or beautified.
⑧ The pipeline facilities, power transmission and communication lines in the area are underground concealed.
Pet-name ruby slogan and regional layout, pay attention to culture, artistry and coordination with the landscape.
Attending don't paste, misplace or place small advertisements, and the signs of commercial service facilities should not be too prominent.
○ 1 1 The setting, layout and appearance of various entertainment facilities and projects are reasonable.
○ 12 glass curtain wall, mosaic veneer, shutter doors and windows, simple iron shack, etc. Shall not be used as materials for buildings and facilities.
7, the surrounding environment and landscape coordination 13 points.
① There is an isolation belt or buffer zone between the tourist attractions and the surrounding environment.
② A beautiful skyline is formed around tourist attractions.
8. Greening or beautifying 14 points
① Various greening and beautification measures have achieved good results.
② Plant species are rich.
③ There are rare plants.
④ The green coverage rate is over 80%.
9, the use of clean energy facilities and equipment 3 points.
It is forbidden to use facilities and equipment that cause serious damage to the environment (including vehicles and ships that produce high noise or harmful gases and leak oil and gas).
10, 3 points for using environmental protection materials.
Non-degradable disposable tableware is prohibited in scenic spots, and disposable plastic bags are prohibited in business stalls.
Two. Detailed Rules 2: Detailed Rules for Landscape Quality Scoring
Description:
1. These rules are divided into two major evaluation items and nine evaluation factors, with a total score of 100. Among them, the resource attraction is 65 points, and the market attraction is 35 points. Each evaluation factor is divided into four evaluation scores.
2. When scoring, the members of the evaluation team score the evaluation items and evaluation factors respectively, and finally get the total score by arithmetic average.
3. See Appendix A on page 9 of Classification, Investigation and Evaluation of Tourism Resources (GB/T 18972-2003) for the "basic types" in the evaluation factors of "scale and abundance".
4, 5A tourist attractions need to reach 90 points.
(1) The attraction of resources is 65 points.
1, entertainment value 25 points.
Ornamental entertainment is of great value.
2. Historical, cultural and scientific value 15.
At the same time, it has extremely high historical value, cultural value and scientific value, or one of its values has world significance.
3. The rarity or singularity is 10.
There are a lot of rare species, or unusual landscapes, or world-class resource entities.
4. Scale and abundance 10 score
The volume of resource entities is huge, or the number of basic types exceeds 40, or the density of resource entities is excellent.
5, integrity 5 points
The resource entity is complete, maintaining its original form and structure.
(2) Market influence 35 points.
1, popularity 10.
World famous
2. Word of mouth is 10.
It has an excellent reputation and is widely praised by more than 95% tourists and most professionals.
3. Market radiation 10 point.
By intercontinental long-distance tourists, and account for a certain proportion.
4. The theme is enhanced by 5 points.
The theme is distinct, the characteristics are outstanding and the originality is strong.
Three. Rule 3: Detailed Rules for Scoring Tourists' Opinions
Description:
1. The classification of tourist opinions by the quality level of tourist attractions is based on the comprehensive satisfaction of tourists with tourist attractions.
2. The survey of tourists' comprehensive satisfaction mainly refers to the score of tourist opinion questionnaire in tourist attractions.
3. The Tourist Opinion Questionnaire in Tourist Attractions is distributed, recycled and counted directly to tourists accompanied by the staff of the scenic spot and the on-site evaluation inspector.
4. In the process of quality grade evaluation, the distribution scale of tourist opinion questionnaire in tourist attractions should distinguish the scale, scope and declaration grade of tourist attractions, generally 30-50 copies, and adopt the methods of immediate distribution, immediate recovery and final summary statistics. The recovery rate should not be less than 80%.
5, "tourist opinion questionnaire" issued, should take the form of random distribution. In principle, the distribution target shall not be less than three tourist groups, and pay attention to the balance of gender, age, occupation and consumption level of tourists.
6. The comprehensive satisfaction of tourists scoring method:
(1) Total tourist satisfaction score 100.
(2) Scoring criteria:
① The overall impression is 20 points. Among them, satisfaction is 20 points, satisfaction 15 points, average 10 points, and dissatisfaction is 0 points.
② The full score of other 16 items is 5, with a total score of 80. In all projects, satisfaction is 5, satisfaction is 3, general is 2, and dissatisfaction is 0.
(3) Scoring method:
Firstly, calculate the arithmetic average of all items in the tourist opinion questionnaire of tourist attractions, and then add the arithmetic average of this 17 item as the comprehensive score of this tourist opinion evaluation. If a single item is not filled in all questionnaires, the average score of other items (except the overall impression item) will be included in the total score.
7. The minimum requirements for the comprehensive score of tourists' opinions in the quality grade of tourist attractions are as follows
5A-level tourist attractions: 90 points.