ICS03.200 CCSA16 T/HNTA 团 体 标 准 旅行社标准服务规范手册 Servicestandardizationbookoftravelagency 2023-09-15发布 2023-09-15实施T/HNTA0002—2023 海南省旅游协会发布 全国团体标准信息平台 T/HNTA0002—2023 II目次 前言..........................................................................................................................................Ⅳ 1范围......................................................................................................................................1 2规范性引用文件.................................................................................................................1 3术语与定义.........................................................................................................................1 4总要求..................................................................................................................................1 5旅游要素基本服务标准....................................................................................................2 5.1酒店..............................................................................................................................2 5.2餐饮..............................................................................................................................2 5.3景区..............................................................................................................................2 5.4车辆..............................................................................................................................2 5.5司机..............................................................................................................................3 5.6导游..............................................................................................................................3 6接待服务操作.....................................................................................................................4 6.1准备工作......................................................................................................................4 6.2接站服务......................................................................................................................5 6.3进住酒店服务..............................................................................................................5 6.4参观游览服务.............................................................................................................6 6.5餐饮服务......................................................................................................................7 6.6送站服务......................................................................................................................8 6.7后续工作......................................................................................................................8 6.8注意事项提示...............................................................................................................8 7产品服务质量保障...............................................................................................................9 7.1酒店服务质量...............................................................................................................9 7.2餐饮服务质量...............................................................................................................9 7.3交通服务质量...............................................................................................................9 7.4导游服务质量.............................................................................................................10 8旅行社安全管理办法......................................................................................................10 8.1操作程序.....................................................................................................................10 8.2自然灾害.....................................................................................................................11 8.3事故灾难.....................................................................................................................12 8.4公共卫生................