1. Developed by the Technical Committee for Standardization TC 199 "Tourist and excursion services".
Introduced by the Department of Standardization and Certification in the service sector of the State Standard of Russia.
2. Approved and put into effect by the Decree of the State Standard of Russia dated February 21, 1994 N 33.
3. Introduced for the first time.
1 area of use
This standard establishes the classification of hotels, (motels) of various organizational and legal forms with a capacity of at least 10 rooms.
The classification does not apply to houses and premises rented out for living.
The standard is suitable for use in the certification of hotels (motels).
2. Regulatory references
GOST 28681.0-90 Standardization in the field of tourist and excursion services. Key points
Rules technical operation hotels and their equipment.
3. Definitions
The following terms apply in this standard:
3.1. Hotel - an enterprise intended for temporary residence.
3.2. Motel - a hotel located near the highway.
3.3. The terms "terms of service", "quality of service", "level of quality of tourist and excursion services" - according to GOST 28681.0.
4. General requirements for hotels
4.1. The classification of hotels by category is based on a set of requirements for:
Logistics support;
The range and quality of the services provided;
service level.
Categories are denoted by the symbol - "*" (star). The number of stars increases in line with the level of service quality. Hotels are classified into five categories; motels - four. The highest category of the hotel is designated - "*****", the lowest - "*", the highest category of the motel - "****", the lowest - "*".
4.2. The list of classification requirements is compiled taking into account SNiP 2.08.02, SanPiN 42-123-5774 and is given in Appendix A.
4.3. Requirements for hotels of any category
4.3.1. A hotel of any category should have convenient access roads with the necessary road signs, a well-maintained and illuminated adjacent territory, a hard-surfaced area for short-term parking and maneuvering of vehicles (including buses), a sign with the name of the enterprise and an indication of its category, if there is a separate entrance to the restaurant - a sign with its name.
The hotel occupying part of the building must have a separate entrance.
4.3.2. Architectural, planning and building elements of the hotel and used Technical equipment must comply with SNiP 2.08.02.
4.3.3. The hotel should be located in favorable environmental conditions.
4.3.4. When staying in a hotel, the safety of life, health of guests and the safety of their property must be ensured.
The building should have emergency exits, stairs, and clearly visible information signs that provide free orientation for guests in both normal and emergency situations.
4.3.5. The hotel must be equipped with fire protection systems, warning systems and fire protection equipment provided for by the Fire Safety Rules for residential buildings, hotels.
4.3.6. The hotel must comply with the sanitary and hygienic norms and rules established by the sanitary and epidemiological authorities in terms of cleanliness of the premises, the condition of sanitary equipment, waste disposal and effective protection against insects and rodents.
4.3.7. All electrical, gas, water and sewer equipment must be installed and operated in accordance with the "Rules for the technical operation of hotels and their equipment."
4.3.8. The hotel must be equipped with engineering systems and equipment that provide:
Hot and cold water supply (round the clock); in areas with interruptions in water supply, it is necessary to have a container for a minimum supply of water for at least a day;
Sewerage;
Heating that maintains a temperature of at least 18.5 degrees Celsius in residential and public premises;
Ventilation (natural or forced), ensuring normal air circulation and excluding the penetration of foreign odors into rooms and public premises;
Broadcasting and television (connection to all rooms);
telephone connection;
Lighting in the rooms: natural (at least one window), artificial, providing illumination with incandescent lamps - 100 lux, with fluorescent lamps - 200 lux; in the corridors - round-the-clock natural or artificial lighting.
4.3.9. When designing new and reconstructing old hotels (motels), it is necessary to provide conditions for the reception and service of disabled people using wheelchairs, in accordance with the requirements of VSN 62.
REQUIREMENTS FOR HOTELS OF VARIOUS CATEGORIES
<1>Not required when using the centralized emergency power supply.
<2>Areas for hotels under construction and reconstruction are given in parentheses.
<3>For hotels with more than 50 rooms.
<4>With a restaurant.
Note. An "X" indicates a mandatory requirement.
Hospitality is the main part of tourist accommodation services. That is why for the certification of hotels (motels) GOST R 50645-94 "Tourist and excursion services" is used. Classification of hotels ”, which was developed by the Technical Committee for Standardization TC 199 “Tourist and excursion services”, introduced by the Office of Standardization and Certification in the Service Sector of the State Standard of Russia, approved by the Resolution of the State Standard of Russia dated February 21, 1994 No. 33.
According to the definitions of this GOST, a hotel is an enterprise intended for temporary residence, and a motel is a hotel located near a highway. The main characteristic of the services of a hotel (motel) is its category (star rating) - a classification grouping characterized by a certain set of requirements.
The terminology of this GOST, in particular the terms: “service conditions”, “quality of service”, “level of quality of tourist and excursion services”, is defined in GOST R 50646-94 “Services to the population. Terms and Definitions, which we discussed earlier.
This standard establishes the classification of hotels (motels) of various organizational and legal forms with a capacity of at least! 0 rooms, which does not apply to houses and premises rented out for living.
Logistics:
- the range and quality of the services provided;
- level of service.
Categories are denoted by the symbol - "1 star". The number of stars increases in line with the level of service quality. Hotels are classified into five categories; motels - up to four. The highest category of the hotel is denoted by - "5 stars", lower - "1 star", the highest category of a motel - "4 stars", lower - "1 star".
The list of classification requirements is compiled taking into account SNNP 2.08.02, SanPiN 42-123-5774.
Certification for "stardom" is voluntary, according to the Rules for certification in the Russian Federation.
The classification of hotels (motels) contains the minimum requirements for inclusion in a certain category. At the same time, a hotel of any category must have convenient access roads with the necessary road signs, a well-maintained and illuminated adjacent territory, a hard-surfaced area for short-term parking and maneuvering of vehicles (including buses), a sign with the name of the enterprise and an indication of its category, with the presence of a separate entrance to the restaurant - a sign with its name.
The hotel occupying part of the building must have a separate entrance.
The architectural, planning and building elements of the hotel and the technical equipment used must comply with SNiP 2.08.02.
The hotel should be located in favorable environmental conditions.
When staying in a hotel, the safety of life, health of guests and the safety of their property must be ensured.
The building should have emergency exits, stairs, and clearly visible information signs that provide free orientation for guests in both normal and emergency situations.
The hotel must be equipped with fire protection systems, warning systems and fire protection equipment provided for by the Fire Safety Rules for residential buildings, hotels.
The hotel must comply with the sanitary and hygienic norms and rules established by the sanitary and epidemiological supervision authorities regarding the cleanliness of the premises, the condition of the sanitary equipment, waste disposal and effective protection against insects and rodents.
All electrical, gas, water and sewer equipment must be installed and operated in accordance with the Rules for the technical operation of hotels and their equipment.
The hotel must be equipped with engineering systems and equipment that provide:
Hot and cold water supply (round the clock); in areas with interruptions in water supply, it is necessary to have a container for a minimum supply of water for at least a day;
- sewerage;
- heating that maintains a temperature of at least 18.5 ° C in residential and public premises;
- ventilation (natural or forced), ensuring normal air circulation and excluding the penetration of foreign odors into rooms and public premises;
- broadcasting and television (connection to all rooms):
- telephone connection;
- lighting in the rooms: natural (at least one window), artificial, providing illumination with incandescent lamps - 100 lux. with fluorescent lamps - 200 lux; in the corridors - round-the-clock natural or artificial lighting.
When designing new and reconstructing old hotels (motels), it is necessary to provide conditions for the reception and service of disabled people using wheelchairs, and in accordance with the requirements of VSN 62.
Table 11.1.
Requirements for hotels of various categories
| Requirements | Category | ||||
| * | ** | *** | **** | ***** | |
| 1. Building and adjacent territory | |||||
| Signboard: illuminated or luminous luminous with emblem | x | x | x | x | x |
| Entrance for guests: separate from the service entrance | x | x | x | x | x |
| with a visor to protect against atmospheric precipitation on the way from the car | x | x | |||
| air-thermal curtain | x | x | |||
| to the restaurant (cafe, bar): from the hotel from the street | x | x | x | x | x |
| Parking: | |||||
| guarded, in hotels | x | x | x | ||
| guarded.in motels | x | x | x | x | x |
| or garage | x | x | x | ||
| number of beds from the number of rooms, not less than: for hotels | |||||
| 10% | x | x | |||
| 20% | x | ||||
| 30% | x | x | |||
| for motels - 80% | x | x | x | x | |
| 2. Technical equipment | |||||
| emergency lighting and power supply: emergency lighting (accumulators, lanterns, candles) stationary generator 1 . | x | x | |||
| providing basic lighting and equipment operation (including elevators) for at least 24 hours | x | ||||
| stationary generator that ensures the operation of all energy-consuming equipment | x | x | |||
| Water supply: hot from the backup DHW system for the duration of the accident, preventive maintenance | x | x | x | ||
| Equipment for additional water filtration | x | x | |||
| Air conditioning in all rooms, all year round | x | x | |||
| Internal radio broadcasting with the possibility of radio broadcasting in all rooms including elevators | x | x | |||
| Elevators in the building: | |||||
| more than one floor | x | x | |||
| more than two floors | x | ||||
| more than three floors | x | x | |||
| cargo and passenger separately | x | x | |||
| waiting time no more than: | |||||
| 30 s | x | x | x | ||
| 45 s | x | x | |||
| round-the-clock ascent and descent | x | x | x | ||
| service, separate from the elevator for guests | x | x | |||
| Telephone connection from the room: | |||||
| internal (without access to the city) or a call button for service personnel in 100% of rooms | x | ||||
| internal in 100% of rooms | x | ||||
| direct with city network in 100% of rooms | x | ||||
| direct with city, intercity, international network in 100% of rooms | x | x | |||
| Public telephones in public areas) lobby) in the cabin or under the acoustic hood: | |||||
| city, intercity, international city: | x | x | x | x | x |
| at least one per floor in the absence of a telephone in the room | x | x | |||
| 3. Rooms | |||||
| Places in single-double rooms, not less than: | |||||
| 60% | x | ||||
| 80% | x | ||||
| 100% | x | x | x | ||
| Multi-room apartments (apartments) n/nl rooms that can be connected | x | x | |||
| Multi-rooms (apartments) | x | x | |||
| Room area 2 (does not take into account the area of the bathroom, loggia, balcony), m 2: | |||||
| One-room single / One-room double | |||||
| 8 / 12 | x | x | |||
| 10 / 14 | x | ||||
| 12 (16) / 14 (20) | x | ||||
| 14 (18) / 16 (25) | x | ||||
| Reception rooms more guests, must have an area determined on the basis of: 6 m 2 - for each additional bed | x | x | |||
| Bathroom in the room: | |||||
| washbasin, toilet, bathtub or shower: at least 25% of rooms | x | ||||
| at least 50% of the rooms 100% of the rooms | x | x | |||
| washbasin, toilet bowl, bathtub: 100% of the rooms | x | x | |||
| additional toilet for multi-rooms | x | x | |||
| Room without a bathroom equipped with a washbasin | x | x | |||
| Bathroom area, m 2 | |||||
| 3,8 | x | x | x | ||
| 4,0 | x | ||||
| 5,0 | x | ||||
| 4. Technical equipment | |||||
| Doors and locks: | |||||
| with internal fuse | x | x | x | x | x |
| high security lock | x | x | |||
| peephole in the door | x | ||||
| Burglar alarm or electronic room security controls | x | ||||
| Soundproofing: | |||||
| at 35 dB | x | x | x | ||
| increased, providing a noise level of less than 35 dB | x | x | |||
| Lighting: | |||||
| from ceiling (wall), floor lamp | x | x | x | x | x |
| bedside lamp | x | x | x | x | x |
| desk lamp | x | x | x | ||
| lamp above the washbasin | x | x | x | x | x |
| remote control switch for all lights at the head of the bed | x | x | |||
| Electrical outlets: | |||||
| with voltage indication | x | x | x | x | x |
| multi-groove | X | x | |||
| Heating: | |||||
| thermostat for individual temperature control | x | x | |||
| floor heating in the bathroom | x | ||||
| Air conditioning controller | x | x | |||
| Telephone set: | |||||
| in the apartments in every room | x | x | x | x | |
| In bathroom | x | x | x | ||
| or call button service personnel | x | ||||
| Daily device (timer) | x | x | |||
| Radio | x | x | x | x | x |
| Television: | |||||
| in multi-rooms | x | x | |||
| at the request of the guest | x | x | |||
| color in every room | x | x | x | ||
| with a screen of at least 37 cm diagonally, | x | x | x | ||
| reception of the programs of the main television companies of the world and the hotel video channel, remote control | x | x | x | ||
| Refrigerator in multi-rooms | x | x | x | ||
| Mini bar | x | x | |||
| Mini safe | x | x | |||
| 5. Equipping with furniture and inventory | |||||
| Bed (minimum dimensions): | |||||
| single bed 80 x 190 cm | x | x | |||
| single bed 90 x 200 cm | x | x | x | ||
| double 160 x 190 cm | x | x | x | ||
| double 160 x 200 cm | x | x | |||
| double 200 x 200 cm | x | ||||
| children's beds (on request) | x | x | x | x | |
| Bedding set and linen: | |||||
| a mattress with a mattress pad, two pillows, a blanket, an extra blanket, a bedspread, a sheet, a duvet cover, linen or cotton pillowcases | x | x | x | x | x |
| Bedside mat: | |||||
| at each bed in the absence of carpets or carpeting | x | x | x | ||
| Carpets or carpeted floors | x | x | |||
| Bedside table (table) for each bed | x | x | x | x | x |
| Cupboard: | |||||
| with shelves, hanger and coat hanger (at least 5 pieces/place), built-in is allowed | x | x | x | x | x |
| Hanger for outerwear and hats | X | X | x | ||
| Chair (at least one): | |||||
| per guest | x | x | x | x | x |
| per room | x | x | x | ||
| Leisure chair: | x | x | |||
| per guest | x | x | |||
| to number | x | x | |||
| Table/desk | x | x | |||
| Desk with work chair | x | x | x | ||
| Coffee table | x | x | |||
| Shelf (stand) for luggage | x | x | x | x | x |
| TV Stand | x | x | x | ||
| Thick curtains (or blinds) to darken the room | x | x | x | x | x |
| Mirror: | |||||
| in full height, in each room | x | x | |||
| in the room, in addition to the mirror in the bathroom/above the washbasin | x | x | x | ||
| Brushes: clothes, shoe | x | x | x | x | x |
| Combination key (for opening bottles) | x | x | x | x | x |
| Decanter, glasses | x | x | x | ||
| Set of tableware for minibar | x | x | |||
| Ashtrays | x | x | x | x | x |
| Information materials in the room: | |||||
| in foreign languages | x | x | x | ||
| phonebook | x | x | x | x | |
| list of services provided by the hotel | x | x | x | x | x |
| promotional materials (booklets, brochures, etc.) with tourist and other information | x | x | x | x | |
| A set of stationery (envelopes, letter paper, pen, pencil) | x | x | x | ||
| Fire instruction | x | x | x | x | x |
| Instructions on actions in extreme conditions typical for a given place (landslides in the mountains, earthquakes, etc.) | x | x | x | x | x |
| 6. Inventory and items of sanitary and hygienic equipment of the room | |||||
| Mirror over washbasin | x | x | x | ||
| large or mirror wall | x | x | |||
| cosmetic for shaving and make-up | x | x | |||
| Toiletry shelf | x | x | x | x | x |
| bathroom curtain | x | x | x | ||
| Mat | x | x | x | x | x |
| hair dryer | x | ||||
| Towel holder, clothes hooks | x | x | x | x | x |
| Towels (per guest): | |||||
| at least two | x | x | |||
| at least three | x | ||||
| at least five | x | x | |||
| including bath | x | x | x | x | x |
| Terry sheet: in the apartment | x | ||||
| Bathrobe (for each guest) | x | ||||
| Bath cap (for each guest) | x | x | x | ||
| Bath slippers (for each guest) | x | ||||
| Toiletries per guest (replacement as needed): | x | x | x | x | x |
| toilet soap: in branded packaging | x | x | x | ||
| shampoo, gel, lotion, bath salt | x | x | |||
| Napkins: | |||||
| paper | x | x | X | ||
| terry | x | x | |||
| Toilet paper (with spare roll) | x | x | x | x | x |
| Toilet paper holder | x | x | x | x | x |
| Toilet cover | x | x | x | x | x |
| Toilet brush (in case) | x | x | x | x | x |
| Trash can | x | x | x | x | x |
| Hygiene bags | x | x | x | x | |
| Laundry, dry cleaning packages | x | x | x | ||
| 7. Public sanitary facilities | |||||
| Toilets: | |||||
| near public areas on floors for rooms | x | x | x | x | x |
| without bathrooms (at least 1 per 5 rooms, including toilets in showers and bathrooms for common use, but not less than - per floor) | x | x | |||
| Toilet equipment: | |||||
| toilet cubicles, washbasin with mirror, electric socket, toilet paper, soap, paper napkins or electric towels, coat hooks, waste baskets | x | x | x | x | x |
| Bathrooms/shower rooms: on floors for rooms without sanitary facilities (bathrooms/shower cabins at the rate of 1 for every 5 rooms without a bathroom, but at least 2 per floor) | x | x | |||
| Bathroom / shower equipment: bathtubs, shower cabins, toilet cabin, washbasin with mirror and shelf for toiletries, coat hooks, waste basket | x | x | |||
| 8. Public spaces | |||||
| Must have furniture and other equipment corresponding to the functional purpose of the premises | x | x | x | x | x |
| Reception service (reception) with a seating and waiting area: armchairs, sofas, chairs, tables, coffee tables | x | x | x | x | x |
| Special flooring: (granite, marble, mosaic) | x | x | x | x | x |
| Carpets or carpeting in the seating area | x | x | x | ||
| Decorative landscaping, artistic compositions, music broadcasting | x | x | x | ||
| Newspapers magazines | x | x | |||
| Safe for storing guests' valuables | x | x | x | x | x |
| Wardrobe: in the lobby | x | x | x | x | x |
| Living rooms (salons) | x | x | x | ||
| Room (part of the room) for watching TV | x | x | |||
| Multifunctional hall for cultural/business events, with equipment for simultaneous translation, audio and video equipment | x | x | x | ||
| Business Center: | |||||
| electronic means of communication, copying equipment | x | x | x | ||
| meeting rooms, computers, telefax | x | ||||
| Fitness center (with gym or sports hall) or health club | x | x | |||
| Swimming pool: | |||||
| with sauna | x | ||||
| or sauna | x | ||||
| medical office | x | ||||
| Salon: | x | x | x | ||
| in a hotel with more than 50 rooms salon (beauty room, manicure, pedicure) | x | x | |||
| Service room | x | x | x | ||
| Shops and trade kiosks | x | x | |||
| Corridors: solid carpet/carpets | x | x | x | ||
| 9. Premises for the provision of catering services | |||||
| Restaurant or cafe 3 | x | x | |||
| Cafe | x | x | |||
| Restaurant: | |||||
| several halls | x | x | |||
| separate offices | x | x | |||
| banquet hall(s), can be transformed into a conference hall | x | x | |||
| night club | x | ||||
| Bar | x | x | x | ||
| 10. Services | |||||
| Reception service (24/7 reception) | x | x | x | x | x |
| doorman | x | x | |||
| Carrying luggage (from car to room and from room to car) around the clock: | |||||
| obligatory | x | x | |||
| by request | x | x | x | ||
| Morning wake-up call (upon request) | x | x | x | ||
| Maid room cleaning: | |||||
| daily | x | x | x | x | x |
| with control over his condition (during the day) | x | x | |||
| Maid's bed cleaning | x | x | x | x | x |
| Evening turndown service | x | ||||
| Change of bed linen: | |||||
| once every five days | x | x | x | ||
| once every three days | x | x | |||
| daily | x | ||||
| Change of towels: | |||||
| once every three days | x | x | |||
| daily | x | x | x | ||
| Washing and ironing: | |||||
| execution within a day | x | x | x | x | x |
| execution within 12 hours | x | x | |||
| Ironing: | |||||
| execution within 1 hour | x | x | |||
| provision of iron, ironing board | x | x | x | ||
| Dry cleaning: | |||||
| execution within a day | x | x | x | x | |
| execution within 12 hours | x | x | |||
| Minor clothing repair | x | x | x | x | x |
| Shoeshine: | |||||
| hotel staff | x | x | |||
| or automatic | x | x | x | x | |
| Postal and telegraph services: | x | x | x | x | x |
| dispatch and delivery of registered mail, telexes | x | x | |||
| telefaxes | x | ||||
| Handing correspondence to guests | x | x | x | x | x |
| Typewriting, document copying, secretary, stenographer, translator (including simultaneous interpreter), messenger, other business center services | x | x | |||
| Provision for use (independently or with the participation of service personnel) of computers, electronic means of communication, video, audio equipment | x | x | x | x | x |
| Storage of valuables in the administration safe | x | x | |||
| Luggage storage | x | x | x | x | x |
| Currency exchange: | x | ||||
| round the clock | x | x | |||
| Organization of meetings and seeing off (at the airport, train station, etc.) | x | x | |||
| Taxi call | x | x | x | x | x |
| Rent (hire) of a car | x | x | |||
| Basic types of car maintenance | x | ||||
| guests: | |||||
| in hotel | x | x | |||
| at the motel | x | x | x | ||
| Booking tickets for different kinds transport | x | x | x | ||
| Reservation n / n sale of tickets to theaters, sports, entertainment events | x | x | x | x | x |
| Tourist: | |||||
| tourist information | x | x | x | x | x |
| excursions, guides-translators, instructors-guides | x | x | x | ||
| Medical: | |||||
| calling an ambulance, using a first aid kit | x | x | x | x | X |
| 11. Catering services | |||||
| Service: | |||||
| the ability to choose any of the options for the food provided (breakfast, two meals a day, three meals a day) | x4 | x4 | x | x | |
| work of at least one cafe or bar at any time of the day | x | x | |||
| Breakfast: provision | x | x | x | x | |
| start - no later than 7.00 | x | x | x | ||
| end: no earlier than 10.00 | x | x | x | ||
| not earlier than 11.00 | x | ||||
| Restaurant reservations (subject to restaurant availability) | x | x | x | x | |
| Room service: | |||||
| at breakfast time | x | x | |||
| from 7.00 to 24.00 | x5 | x | |||
| around the clock | x | ||||
| breakfast menu in the room | x | x | |||
| 12. Requirements for personnel and their training | |||||
| Written standards (instructions) for personnel, fixing functional duties and established work rules | x | x | x | x | x |
| Qualifications: managers and staff must pass vocational training: appropriate for the work to be done | x | x | x | x | x |
| hotel security | x | x | x | x | X |
| Knowledge of foreign languages is sufficient: | |||||
| knowledge by the personnel employed in the service area of one foreign language of international communication or the most used by foreign clients in the area | x | x | |||
| fluency in one of the foreign languages by the staff; in the reception service providing Persian-water with 2-3 foreign languages | x | x | x | ||
| Medical requirements: personnel must undergo periodic medical examinations | x | x | X | x | x |
| Appearance of staff: | |||||
| uniform, differentiated by service | x | x | x | ||
| service badges | x | x | x | ||
| Behavior requirements: staff must be able to create an atmosphere of hospitality in the hotel, show goodwill towards guests | x | x | x | x | x |
Notes:
The sign "x" means the mandatory fulfillment of the requirement.
1. Not required when using a centralized emergency power supply.
2. Areas in parentheses are for hotels under construction and reconstruction.
3. For hotels with more than 50 rooms.
4. For hotels with more than 50 rooms.
5. If there is a restaurant.
Standardization- activities to establish norms, rules and characteristics (requirements) in order to ensure: safety of products, works and services for the environment, life, health and property of the consumer; technical and information compatibility, as well as interchangeability of products; quality of products, works and services in accordance with the level of development of science, engineering and technology; unity of measurements; saving all kinds of resources; safety of economic facilities, taking into account the risk of natural and man-made disasters and other emergencies; defense capability and mobilization readiness of the country.
The goals of standardization reflect its dual nature at the present time. On the one hand, its main goal is the establishment of mandatory requirements for safety, technical and information compatibility, as well as the interchangeability of products and the safety of economic facilities, and on the other hand, the development of recommendations on consumer performance of products based on the need to improve its quality and save resources.
Normative documents on standardization include state standards of Russia; rules, norms and recommendations for standardization; all-Russian classifiers of technical and economic information; industry and enterprise standards; standards of scientific and technical, engineering societies and other public associations.
Tourism and hotel service standards are part of the state standardization system Russian Federation defining the goals and objectives of standardization in the field of tourism and hotel management, the basic principles and organization of work, categories of regulatory documents, types of standards and basic provisions for international cooperation. The objectives of standardization in the field of tourism services are to ensure the declared level of quality and safety of consumption of a tourism product or a separate tourism service, to protect the interests of consumers of tourism services from unfair competition in the market.
In international and domestic practice under standard understood normative document on standardization, developed on the basis of agreement, characterized by the absence of objections on significant issues from the majority of interested parties (manufacturers and consumers), approved by a recognized body and mandatory for use. State standards in the field of hotel services are approved, as a rule, by Rostekhregulirovanie.
A standard as a normative document in a broader sense is a document containing rules, general principles, characteristics relating to certain types of activities, including hotel activities, and accessible to a wide range of consumers. The standard is one of the most effective market regulation tools hotel services, which allows you to influence both unscrupulous manufacturers, and sellers, and consumers of hotel services. The standard, by its nature, is intended to establish the minimum necessary requirements that make any product or service fit for its purpose according to formalized criteria for reliability, safety, quality, etc.
The object of standardization is a service, the production process of providing a service or its result, subject to standardization. A service is understood as the result of direct interaction between the contractor and the consumer, as well as the contractor's own activities to meet the needs of the consumer.
The standard defines the following requirements for hotels of any category.
1. A hotel of any category must have convenient access roads with the necessary road signs, a well-maintained and illuminated adjacent territory, a hard-surfaced area for short-term parking and maneuvering of vehicles (including buses), a sign with the name of the enterprise and an indication of its category, with the presence of a separate entrance to the restaurant - a sign with its name. The hotel occupying part of the building must have a separate entrance.
2. The architectural, planning and building elements of the hotel and the technical equipment used must comply with SNiP 2.08.02-89;
3. The hotel must be located in favorable environmental conditions.
4. When staying in a hotel, the safety of life, health of guests and the safety of their property must be ensured.
5. The building must have emergency exits, stairs, well-marked information signs that provide free orientation for guests in both normal and emergency situations.
6. The hotel must be equipped with fire protection systems, warning systems and fire protection equipment provided for by the Fire Safety Rules for residential buildings, hotels.
7. The hotel must comply with the sanitary and hygienic norms and rules established by the sanitary and epidemiological supervision authorities regarding the cleanliness of the premises, the condition of the sanitary equipment, waste disposal and effective protection against insects and rodents.
8. All electrical, gas, water and sewer equipment must be installed and operated in accordance with the "Rules for the technical operation of hotels and their equipment."
9. The hotel must be equipped with engineering systems and equipment that provide:
Hot and cold water supply (round the clock); in areas with interruptions in water supply, it is necessary to have a tank for water supply for at least a day;
Sewerage;
Heating that maintains a temperature of at least 18.5 ° C in residential and public premises;
Ventilation (natural or forced), ensuring normal air circulation and excluding the penetration of foreign odors into rooms and public premises;
Broadcasting and television (connection to all rooms);
telephone connection;
Lighting in the rooms: natural (at least one window), artificial, providing illumination with incandescent lamps - 100 lux, with fluorescent lamps - 200 lux; in the corridors - round-the-clock natural or artificial lighting.
10. When designing new and reconstructing old hotels (motels), it is necessary to provide conditions for the reception and service of disabled people using wheelchairs.
There are the following categories of standards:
State standards of the Russian Federation, which are regulatory framework licensing and certification - GOST R;
Industry standards - OST;
Standards of enterprises and associations of enterprises (unions, associations) - STP;
Standards of public associations - STO.
Normative documents on standardization also include all-Russian classifiers, the procedure for the development and application of which is established by the State Standard of Russia. When developing standards, the standards adopted by the International Standards Organization (ISO) and regional standards, the rules of the UN European Legislative Commission and other international organizations, as well as national standards of other countries are taken into account. The standardization base that exists in the field of tourism and hotel industry is currently made up of the following laws and state standards:
1) GOST 28681.0-90 “Standardization in the field of tourist and excursion services. Basic Provisions”;
2) GOST R 50690‑2000 “Tourist services. General requirements»;
3) GOST R 50681‑94 “Tourist and excursion service. Designing tourist services”;
4) GOST R 50644‑94 “Tourist and excursion service. Requirements for ensuring the safety of tourists and sightseers”;
5) GOST R 50646-94 “Public services. Terms and Definitions";
6) GOST R 50691‑94 “Service Quality Assurance Model;
7) GOST R 51185‑98 “Tourist services. Accommodation facilities. General requirements";
8) GOST R 50460‑92 “Mark of conformity for mandatory certification. Shape, dimensions and technical requirements”;
9) The system of classification of hotels and other accommodation facilities;
10) Federal law "On the basics of tourism activities in the Russian Federation".
Management and coordination of activities for the organization of standardization in the field of tourism is carried out by the technical committee TK-199 under Rostekhregulirovanie. Directly related to the field of tourism and hotel business are the following regulatory documents containing classification features:
1) All-Russian classifier of types of economic activity - OKVED (OK 029-2001);
2) All-Russian classifier of economic activities, products and services - OKDP (OK 004‑93);
3) All-Russian classifier of services to the population - OKUN (OK 002-93);
4) All-Russian classifier of occupations of workers, positions of employees and wage categories (OK 016‑94).
OKVED and OKDP documents are used to identify the sectoral affiliation of an organization or entrepreneur in the tourism industry. For example, section H of OKVED is formed by hotels and restaurants. This section implies the allocation of such activities as 55.11. Activities of hotels with restaurants; 55.12. Activities of hotels without restaurants; 55.2. Activities of other places for temporary residence, etc.
When carrying out certification of tourist services and hotel services, the All-Russian classifier of services to the population - OKUN (OK 002‑93) is used, which lists excursion and tourist services (section code 060000), as well as services of hotels, sanatorium and resort institutions, public catering establishments, transport and a number of others. OKUN classifier codes are used in the certification of tourist services and hotel services and are indicated in certificates of compliance with safety and quality of services.
Certification is a rather complicated and time-consuming process for any accommodation company and directly depends on the qualifications of the staff. The certification process begins with filling out an application for a standard form for certification of hotel services by duly accredited certification bodies. This application is signed by the director of the enterprise and certifies that the enterprise has identified its services in accordance with the nomenclature of the All-Russian Classifier of Services to the Population (OKUN).
In the practice of hotel activities, such regulatory documents are used as the Rules for the provision of hotel services in the Russian Federation, approved by Decree of the Government of the Russian Federation of April 25, 1997 No. 490; Service Rules Catering, approved by Decree of the Government of the Russian Federation of August 15, 1997 No. 1036. In addition, the following classifications have been used in international tourism practice: International Standard Industrial Classification of All Types of Economic Activities (ISIC); Standard International Classification of Tourism Activities (SIKTA).
Certification there is a conformity assessment procedure by which an organization independent of the manufacturer (seller, performer) and consumer (buyer) certifies in writing that the products comply with the established requirements. Certification of tourist and hotel services is one of the most important mechanisms for managing the quality of service, which makes it possible to objectively assess the level of services and confirm their safety for the consumer. In a market economy within the tourism industry, the consumer (tourist) is a key figure in the implementation of the requirements of the standards for the quality of tourist services provided to him, depending on which the price of the tourist product sold to the tourist is. The tourism industry, by introducing standards for tourist services, the use of service certification, determines the methods and criteria for assessing the quality of its activities and allows consumers to be confident that amenities or services are provided to tourists and sightseers within clearly defined rules and regulations.
The legal basis for the certification of tourist services and hotel services, the rights, obligations and responsibilities of certification participants are determined federal law dated December 27, 2002 No. 184-FZ "On technical regulation" with subsequent amendments, as well as a number of other regulatory documents, including consumer protection legislation. Under certification of tourism and hotel services means the form carried out by the certification body of confirmation of compliance of objects with the requirements of technical regulations, the provisions of standards, sets of rules or the terms of contracts.
Certificate in Latin means "done right". Certification has three forms. One of the oldest and simplest of these is the assurance made by the seller to the buyer, this is the “self-certification”, or certification made by the first party. The second form of certification is confirmation by the buyer of the compliance of services with the requirements declared by the seller. The third form of certification is confirmation of the conformity of services to established requirements, made by an independent person or organization. With regard to tourism services, the third form of certification seems to be the most preferable when assessing the quality of hotel services, and the first form is for certification of the compliance of tourism services with safety requirements.
Confirmation of conformity is carried out in order to:
Certification of conformity of products, design processes (including surveys), production, construction, installation, adjustment, operation, storage, transportation, sale and disposal, works, services or other objects with technical regulations, standards, codes of practice, terms of contracts;
Assistance to purchasers in the competent choice of products, works, services;
Increasing the competitiveness of products, works, services in the Russian and international markets;
Creation of conditions for ensuring the free movement of goods across the territory of the Russian Federation, as well as for the implementation of international economic, scientific and technical cooperation and international trade.
According to the Federal Law of December 27, 2002 No. 184‑FZ “On Technical Regulation”, there are two main forms of conformity assessment. Firstly, voluntary confirmation of conformity, which is carried out in the form of voluntary certification. Secondly, this is a mandatory confirmation of conformity, which is carried out in the form of a declaration of conformity and mandatory certification.
According to the information letter of the State Standard of the Russian Federation dated July 11, 2003 No. VK‑110‑28/2522 “On Certification of Services in the GOST R Certification System”, services are not subject to mandatory conformity assessment. In this way, tourist services, services of tour operators and travel agents, services of tourist accommodation facilities are not subject to mandatory, but voluntary certification.
The following documents on certification of services are valid in Russia:
1) "General rules for accreditation in the Russian Federation", approved by the Resolution of the State Standard of December 30, 1999 No. 72;
2) "Rules for certification in the Russian Federation", approved by the Resolution of the State Standard of May 10, 2000 No. 26;
3) "Rules for certification of works and services in the Russian Federation", approved by the Resolution of the State Standard of the Russian Federation of August 5, 1997 No. 17.
Under voluntary certification tourist services and hotel services is understood as confirmation on the initiative of the manufacturer, performer or seller by the certification body of the quality level of services provided to the requirements of service standards (regulatory documents). Certification members are federal agency for technical regulation and metrology, the National Tourist Administration of Russia, the Central Body for the Certification of Tourist Services (TsOS), as well as regional certification bodies created locally, which together determine the certification system for tourist services. The functions of certification bodies can be performed by organizations that are professionally trained for these purposes, that include state experts and are accredited according to the rules of Rostekhregulirovanie, that is, they have passed state registration.
Voluntary certification (conformity assessment) is carried out at the initiative of the applicant on the terms of an agreement between the applicant and the certification body. Voluntary confirmation of conformity can be carried out to establish compliance with national standards, standards of organizations, codes of practice, voluntary certification systems, terms of contracts. Passage by hotels of voluntary certification of their services serves as a certain guarantee of their quality and safety. Certification body:
a) performs confirmation of conformity of objects of voluntary confirmation of conformity;
b) issues certificates of conformity for objects that have passed voluntary certification;
c) grants applicants the right to use the mark of conformity, if the use of the mark of conformity is provided for by the relevant system of voluntary certification;
d) suspend or terminate the certificates of conformity issued by him.
The Decree of the State Standard of the Russian Federation dated August 5, 1997 No. 17 “On the adoption and implementation of the Certification Rules” introduces the so-called certification schemes(Table 4.1.).
Table 4.1 Certification Schemes
Consider the application of certification schemes. By scheme 1 evaluate the skill of the performer of works and services and control it during inspection control. This scheme is used for works and services, the quality and safety of which is due to the skill of the performer (for example, a guide, hairdresser, massage therapist, teacher, etc.).
By scheme 2 evaluate the process of performance of work, provision of services, check (test) the results of work and services and control the process of performance of work, provision of services during inspection control. Depending on the complexity of the process, they evaluate: the completeness and updating of the documentation that establishes the requirements for the process; equipping with the necessary equipment, tools, measuring instruments (testing, control), substances, materials, premises and others, as well as their compliance with the established requirements; metrological, methodological, organizational, software, information, material, legal, technical and other support; process safety and stability; professional competence of performers of works and services, maintenance and production personnel.
Scheme 2 are used to evaluate works and services, the quality and safety of which are due to the stability of the process of performing work and providing services (for example, maintenance and repair services for motor vehicles, dry cleaning and dyeing services, passenger transportation services, medical services, accommodation services, services catering, etc.).
By scheme 3 analyze the state of production, including during inspection control, check (test) the results of work and services. This scheme is used in the certification of production services.
By scheme 4 evaluate the organization (enterprise) - the contractor of works and services for compliance with the established requirements of state standards. The result of the assessment of an organization (enterprise) may be the assignment of a certain category to it (hotel star, restaurant class, atelier category, etc.).
By scheme 5 evaluate the quality system and control it during inspection control, check (test) the results of work and services. The assessment of the quality system (schemes 5 and 7) is carried out by an expert in certification of quality systems in accordance with regulatory documents. Scheme 5 is used in the certification of potentially hazardous works and services (medical, tourism, passenger transportation, etc.). If there is a quality certificate, it is taken into account when certifying works and services.
Schemes 6, 7 are based on the use of a declaration of conformity with the documents attached to it, confirming the compliance of works and services with the established requirements. In the declaration of conformity, the performer of works and services, represented by the head of the organization or an individual entrepreneur, declares that the work performed and the services provided meet the established requirements.
Scheme 6 used in the certification of works and services provided on individual (non-repeating) orders, performed in small volumes by organizations (enterprises) that have established themselves in the domestic or world markets as performers of works and services of a high level of quality.
scheme 7 is used if the performer has a quality assessment system, including control of all requirements verified during certification, which is confirmed by an extract from the quality system assessment report. To confirm the compliance of works and services with the attached documents, a survey of the organization (enterprise) is carried out. Features of the application of certification schemes based on a declaration of conformity are indicated in the rules for certification of homogeneous types of work and services. Certification schemes using a declaration of conformity are not used for voluntary certification.
In all certification schemes, if this does not contradict the rules for certification of homogeneous works and services, documents confirming compliance with the established requirements and obtained outside the certification work can be used, for example: results of sociological surveys and expert assessments; test reports; contracts of the performer of works and services with the consumer; acts of inspections, conclusions, certificates of federal executive bodies exercising control and supervision over the quality and safety of works and services (their territorial bodies) and public associations of consumers (their associations and unions); technical and other documentation of the performer of works and services. These documents can serve as a basis for reducing the scope of assessments, inspections, tests, and controls.
Like any commercial organization, the hotel also has to think about how to improve the efficiency of its activities. Indeed, in a market economy, in order to "stay afloat" and increase the influx of customers, it is necessary to improve the quality of service and constantly expand the list of services. Only under these conditions will the hotel be able to achieve the assignment of a higher category according to the results of certification or to pass international certification.
Currently, the regulatory document on the basis of which the classification of hotels is carried out is the Order of the Federal Agency for Tourism dated July 21, 2005 No. 86 "On approval of the classification system for hotels and other accommodation facilities." Note that the classification of hotel services is carried out on a voluntary basis. Based on its results, the hotel is assigned a category, which is indicated by stars (*). The lowest of the assigned categories is indicated by one star, and the highest - by five stars (*****).
The classification of accommodation facilities is carried out in three stages.
First stage is an expert assessment of the conformity of the accommodation facility to a certain category. It is carried out in the following order.
An economic entity submits an application to the certification body, which is drawn up in a special form. The application is accompanied by a questionnaire containing the necessary information about the structure of the room stock of the accommodation facility. These data are necessary to determine the scope of work on the classification and their cost. Having received these documents, the certification body determines the assessment procedure and draws up a draft contract for certification work.
After the applicant makes payment, a special expert commission is created, which carries out the procedure for assessing the conformity of the accommodation facility and its number of rooms of the corresponding category. In this case, the accommodation facility must meet the minimum requirements established by this classification system. Next, a special scoring is carried out, the results of which are documented in the protocol. At the same time, an assessment is made of the conformity of the hotel rooms to the categories. The results are also reflected in the protocol. Based on the results of the work of the expert commission, an act is drawn up, which is signed by the chairman and members of the commission, as well as by the representative of the applicant. The above protocols are attached to the act.
Second phase represents the certification of the accommodation facility. The classification body, having received the results of the work of the first stage, sends one copy of the act to the Central Certification Body (CSO) for conclusion and transfer to the Certification Commission to make a decision on assigning a category to the accommodation facility. If the Attestation Commission makes a positive decision, then the certificate with attachments is signed by the Chairman of the Attestation Commission and sent to the CSO for registration in the unified register. At the same time, a notification of delivery is sent to the applicant no later than 30 days from the date of the decision. The certificate is issued for a period not exceeding 5 years. If a decision is made to refuse to issue a category certificate, then such a decision is sent to the applicant with the obligatory indication of the reasons for the refusal no later than 30 days from the date of the decision by the Attestation Commission.
Third stage - inspection control of classified accommodation facilities. Having received a category certificate in hand, the hotel administration should not forget that during the entire validity period of the certificate, the existing hotel classification system provides for inspection control of classified accommodation facilities. The timing of such checks is set by the Attestation Commission when deciding whether to issue a certificate. If, during such an inspection, significant violations are revealed in the operation of the hotel, in the technology of rendering services, and so on, the Attestation Commission may decide to suspend or cancel the category certificate. This decision is submitted to the CSO for sending to the applicant with acknowledgment of receipt. Upon expiration of the category certificate, reclassification is carried out in a similar manner.
International certification of hotels. This is a recommended procedure. It is carried out by various international associations and associations in the field of tourism (including the World Trade Organization), as well as specialized international organizations for the certification of quality systems for goods, works, and services.
International certification of hotel services can significantly increase its competitiveness. After all, it is quite difficult to gain recognition in the world market if the services have not passed international certification. Foreign citizens arriving in our country as guests, first of all, pay attention to whether the hotel has an international certificate or not, because it indicates a certain level of service at the hotel.
According to international standards, a hotel of category “***” (three stars) must have a conference room, a hairdresser or beauty salon, a sauna, a swimming pool, a restaurant, a nightclub, provide currency exchange services, book tickets, and organize excursions. In addition, a hotel of any category must have its own security service, provide emergency medical care, and guarantee the safety of things.
The scheme of international certification is as follows. A hotel wishing to undergo such a procedure makes a request to one of the international agencies with a request to assign it a certain category, confirming the quality of its services. An expert arrives at the hotel and lives there incognito for some time. Then this representative draws up a report, on the basis of which the agency decides to assign a certain category to the hotel and issue it with an international quality certificate. If the hotel does not meet the requirements of international class, the agency indicates all the shortcomings in the work of the hotel, which must be eliminated by it. After elimination of shortcomings in the work, the examination is carried out again.
GOST R 50645-94
TOURIST AND EXCURSION SERVICE
CLASSIFICATION OF HOTELS
GOSSTANDART OF RUSSIA
Moscow
Foreword
1 DEVELOPED by the Technical Committee for Standardization TC 199 "Tourist and excursion services"
INTRODUCED by the department of standardization and certification in the service sector of the State Standard of Russia
2 APPROVED AND INTRODUCED BY Decree of Gosstandart of Russia dated February 21, 1994 No. 33
3 INTRODUCED FOR THE FIRST TIME
1 area of use
3 Definitions
4 General requirements for hotels
Annex A. Requirements for hotels of various categories
STATE STANDARD OF THE UNION OF THE SSR
Tourist and excursion service
CLASSIFICATION OF HOTELS
Tourist and excursion service.
Classification for hotels
Introduction date 1994-07-01
1 AREA OF USE
This standard establishes the classification of hotels, (motels) of various organizational and legal forms with a capacity of at least 10 rooms.
The classification does not apply to houses and premises rented out for living.
The standard is suitable for use in the certification of hotels (motels).
2 REGULATORY REFERENCES
GOST 28681.0-90 Standardization in the field of tourist and excursion services. Basic provisions of SNiP 2.08.02-89 Public buildings and structures VSN 62-91Designing the living environment taking into account the needs of people with disabilities and people with limited mobility
SanPiN 42-123-5774-91 Sanitary rules for catering establishments, including confectionery enterprises producing soft ice cream
Rules for the technical operation of hotels and their equipment.
3 DEFINITIONS
The following terms apply in this standard:
3.1Hotel- an enterprise intended for temporary residence.
3.2 Motel- a hotel located near the highway.
3.3Terms "terms of service", "quality of service", "level of quality of tourist and excursion services" - according to GOST 28681.0.
4 GENERAL REQUIREMENTS FOR HOTELS
Logistics support;
The range and quality of the services provided;
service level.
Categories are denoted by the symbol - "" (star). The number of stars increases in line with the level of service quality. Hotels are classified into five categories, motels into four. The highest category of the hotel is designated - "" the lowest - "", the highest category of the motel - "", the lowest - "".
4.2 The list of classification requirements is compiled taking into account SNiP 2.08.02-89, SanPiN 42-123-5774 and is given in Appendix A.
4.3Requirements for hotels of any category
4.3.1 A hotel of any category must have convenient access roads with the necessary road signs, a well-maintained and illuminated adjacent territory, a hard surface area for short-term parking and maneuvering of vehicles (including buses), a sign with the name of the enterprise and an indication of its category, if there is a separate entrance to the restaurant - a sign with its name.
The hotel occupying part of the building must have a separate entrance.
4.3.2 The architectural, planning and building elements of the hotel and the technical equipment used must comply with SNiP 2.08.02-89.
4.3.3 The hotel must be located in favorable environmental conditions.
4.3.4 When staying in a hotel, the safety of life, health of guests and the safety of their property must be ensured,
The building should have emergency exits, stairs, and clearly visible information signs that provide free orientation for guests in both normal and emergency situations.
4.3.5 The hotel must be equipped with fire protection systems, warning systems and fire protection equipment provided for by the Fire Safety Rules for residential buildings, hotels.
4.3.6 The hotel must comply with the sanitary and hygienic norms and rules established by the sanitary and epidemiological authorities in terms of cleanliness of the premises, condition of sanitary equipment, waste disposal and effective protection against insects and rodents.
4.3.7 All electrical, gas, water and sewer equipment must be installed and operated in accordance with the Rules for the Technical Operation of Hotels and Their Equipment.
4.3.8 The hotel must be equipped with engineering systems and equipment that provide:
Hot and cold water supply (round the clock); in areas with interruptions in water supply, it is necessary to have a container for a minimum supply of water for at least a day;
Sewerage;
Heating that maintains a temperature of at least 18.5 ° C in residential and public premises;
Ventilation (natural or forced), ensuring normal air circulation and excluding the penetration of foreign odors into rooms and public premises;
Broadcasting and television (connection to all rooms);
telephone connection;
Lighting in the rooms: natural (at least one window), artificial, providing illumination with incandescent lamps: - 100 lux, with fluorescent lamps - 200 lux; in the corridors - round-the-clock natural or artificial lighting.
4.3.9 When designing new and reconstructing old hotels (motels), it is necessary to provide conditions for the reception and service of disabled people using wheelchairs, in accordance with the requirements of VSN 62-91.
APPENDIX A
(obligatory)
REQUIREMENTS FOR HOTELS OF VARIOUS CATEGORIES
Note- The sign "´" means the obligatory fulfillment of the requirement.
Keywords: hotel, motel, classification
