標(biāo)準(zhǔn)解讀

《GB/T 35555-2024 溫泉服務(wù)基本規(guī)范》相比于《GB/T 35555-2017 溫泉服務(wù)基本規(guī)范》，主要在以下幾個(gè)方面進(jìn)行了調(diào)整和更新：

  1. 服務(wù)質(zhì)量提升：新標(biāo)準(zhǔn)更加注重顧客體驗(yàn)和服務(wù)質(zhì)量的全面提升，對(duì)溫泉服務(wù)機(jī)構(gòu)的服務(wù)流程、人員培訓(xùn)、顧客滿意度評(píng)價(jià)機(jī)制等方面提出了更為細(xì)致和高標(biāo)準(zhǔn)的要求。

  2. 安全與衛(wèi)生標(biāo)準(zhǔn)強(qiáng)化：鑒于公共衛(wèi)生安全的重要性日益凸顯，2024版標(biāo)準(zhǔn)大幅增強(qiáng)了對(duì)溫泉設(shè)施的衛(wèi)生管理和安全操作規(guī)范，包括水質(zhì)監(jiān)測(cè)頻率、消毒措施、個(gè)人衛(wèi)生管理以及應(yīng)對(duì)突發(fā)事件的應(yīng)急預(yù)案等，確保顧客的健康與安全。

  3. 環(huán)境保護(hù)與可持續(xù)發(fā)展：新標(biāo)準(zhǔn)強(qiáng)調(diào)了溫泉開(kāi)發(fā)與運(yùn)營(yíng)中的環(huán)境保護(hù)責(zé)任，增加了對(duì)水資源循環(huán)利用、節(jié)能減排、生態(tài)恢復(fù)等方面的指導(dǎo)原則，鼓勵(lì)采用環(huán)保材料和技術(shù)，促進(jìn)溫泉旅游業(yè)的綠色可持續(xù)發(fā)展。

  4. 信息化與智能化服務(wù)：考慮到科技進(jìn)步對(duì)服務(wù)業(yè)的影響，2024版標(biāo)準(zhǔn)引入了關(guān)于信息化和智能化服務(wù)設(shè)施的要求，如在線預(yù)訂系統(tǒng)、智能導(dǎo)覽、數(shù)字化安全管理等，以提升服務(wù)效率和顧客便利性。

  5. 特殊人群服務(wù)：為了滿足不同顧客群體的需求，新標(biāo)準(zhǔn)特別強(qiáng)調(diào)了對(duì)老年人、殘疾人、兒童等特殊人群的服務(wù)關(guān)懷，要求提供無(wú)障礙設(shè)施、專屬服務(wù)項(xiàng)目及安全提示，體現(xiàn)了更加人性化的設(shè)計(jì)理念。

  6. 標(biāo)準(zhǔn)化管理體系：進(jìn)一步明確了溫泉服務(wù)企業(yè)的標(biāo)準(zhǔn)化管理體系構(gòu)建要求，包括服務(wù)質(zhì)量控制體系、環(huán)境管理體系及社會(huì)責(zé)任管理體系的建立與持續(xù)改進(jìn)，旨在通過(guò)標(biāo)準(zhǔn)化管理提升整體服務(wù)水平。

這些變化反映了溫泉服務(wù)行業(yè)向更高品質(zhì)、更安全、更環(huán)保及更智能化方向的發(fā)展趨勢(shì)，旨在為消費(fèi)者提供更加優(yōu)質(zhì)、多樣化的溫泉體驗(yàn)。


如需獲取更多詳盡信息，請(qǐng)直接參考下方經(jīng)官方授權(quán)發(fā)布的權(quán)威標(biāo)準(zhǔn)文檔。

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文檔簡(jiǎn)介

ICS

03.080.30

CCS

A10

中華人民共和國(guó)國(guó)家標(biāo)準(zhǔn)

GB/T35555—2024

代替GB/T35555—2017

溫泉服務(wù)基本規(guī)范

Basicspecificationforhotspringservice

2024-07-24發(fā)布2024-11-01實(shí)施

國(guó)家市場(chǎng)監(jiān)督管理總局發(fā)布

國(guó)家標(biāo)準(zhǔn)化管理委員會(huì)

GB/T35555—2024

目次

前言

·····································································································

Ⅲ

1

范圍

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1

2

規(guī)范性引用文件

······················································································

1

3

術(shù)語(yǔ)和定義

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1

4

總則

··································································································

1

5

組織與人員

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1

5.1

組織

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1

5.2

人員

······························································································

2

6

服務(wù)保障

······························································································

2

6.1

服務(wù)場(chǎng)所

·························································································

2

6.2

設(shè)施設(shè)備及用品

·················································································

2

6.3

水質(zhì)與水溫

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2

7

服務(wù)內(nèi)容與要求

······················································································

3

7.1

公示區(qū)

···························································································

3

7.2

接待區(qū)

···························································································

3

7.3

淋浴區(qū)

···························································································

3

7.4

導(dǎo)浴區(qū)

···························································································

3

7.5

溫泉區(qū)

···························································································

3

7.6

休息區(qū)

···························································································

3

8

安全與應(yīng)急

···························································································

4

8.1

安全管理

·························································································

4

8.2

應(yīng)急處置

·························································································

4

9

評(píng)價(jià)與改進(jìn)

···························································································

4

9.1

評(píng)價(jià)

······························································································

4

9.2

持續(xù)改進(jìn)

·························································································

5

Ⅰ

GB/T35555—2024

前言

本文件按照GB/T1.1—2020《標(biāo)準(zhǔn)化工作導(dǎo)則第1部分：標(biāo)準(zhǔn)化文件的結(jié)構(gòu)和起草規(guī)則》的規(guī)

定起草。

本文件代替GB/T35555—2017《溫泉服務(wù)基本規(guī)范》，與GB/T35555—2017相比，除結(jié)構(gòu)調(diào)整

和編輯性改動(dòng)外，主要技術(shù)變化如下：

—更改了總則，刪除合法性，增加先進(jìn)性內(nèi)容（見(jiàn)第4章，2017年版的4.1）；

—?jiǎng)h除了提供溫泉服務(wù)的組織應(yīng)取得的證照名稱[見(jiàn)2017年版的5.1a）]；

—?jiǎng)h除了引用《沐浴場(chǎng)所衛(wèi)生規(guī)范》文件的要求，改為引用GB37487的要求（見(jiàn)6.1.1，2017年版

的6.1.1）；

—?jiǎng)h除了室內(nèi)（除淋浴區(qū)和溫泉區(qū)外）空氣質(zhì)量的要求（見(jiàn)2017年版的6.1.3）；

—增加了國(guó)家認(rèn)可的第三方水質(zhì)檢測(cè)的要求（見(jiàn)6.3.2）；

—更改了日常管理中水質(zhì)監(jiān)測(cè)的要求（見(jiàn)6.3.5，2017年版的6.3.3、6.3.4、6.3.5）；

—更改了服務(wù)內(nèi)容與要求的結(jié)構(gòu)，按區(qū)域提出相應(yīng)的服務(wù)內(nèi)容與要求（見(jiàn)第7章，2017年版的第

7章）；

—更改了服務(wù)中應(yīng)公示的內(nèi)容及要求[見(jiàn)7.1，2017年版的6.2.1、6.2.6、6.2.7、6.3.1、6.3.2、

6.3.6、7.1c）]；

—更改了安全管理與應(yīng)急處置的要求（見(jiàn)第8章，2017年版的6.2.9、6.2.10、第8章）；

—增加了顧客服務(wù)體驗(yàn)意見(jiàn)的收集與處理要求，關(guān)注顧客對(duì)溫泉服務(wù)需求的變化，適時(shí)改進(jìn)服務(wù)

質(zhì)量(見(jiàn)9.1.3.2)。

請(qǐng)注意本文件的某些內(nèi)容可能涉及專利。本文件的發(fā)布機(jī)構(gòu)不承擔(dān)識(shí)別專利的責(zé)任。

本文件由全國(guó)服務(wù)標(biāo)準(zhǔn)化技術(shù)委員會(huì)(SAC/TC264)提出并歸口。

本文件起草單位：常州龍湯溫泉有限公司、山西省文化和旅游發(fā)展中心、大慶北國(guó)溫泉旅游度

假有限公司、常州檢驗(yàn)檢測(cè)標(biāo)準(zhǔn)認(rèn)證研究院、重慶箱根溫泉產(chǎn)業(yè)發(fā)展集團(tuán)有限公司、云南騰沖火山

熱海投資開(kāi)發(fā)有限公司、海南閱山拓海文旅有限公司、常州市標(biāo)準(zhǔn)化協(xié)會(huì)、北京朗麗茲西山花園酒

店管理有限公司。

本文件主要起草人：許曉音、蔡露溱、賈春艷、張琦、王捷、哈靜、鄧秋天、馬文波、張志軍、

包赟、周影影、蔣衛(wèi)英、董海。

本文件及其所代替文件的歷次版本發(fā)布情況為：

—2017年首次發(fā)布為GB/T35555—2017；

—本次為第一次修訂。

Ⅲ

GB/T35555—2024

溫泉服務(wù)基本規(guī)范

1范圍

本文件規(guī)定了溫泉服務(wù)的總則、組織與人員、服務(wù)保障、服務(wù)內(nèi)容與要求、安全與應(yīng)急、評(píng)價(jià)

與改進(jìn)。

本文件適用于以溫泉為載體，為顧客提供洗浴、沐湯和水中娛樂(lè)活動(dòng)等為主要內(nèi)容的體驗(yàn)服務(wù)。

2規(guī)范性引用文件

下列文件中的內(nèi)容通過(guò)文中的規(guī)范性引用而構(gòu)成本文件必不可少的條款。其中，注日期的引用文

件，僅該日期對(duì)應(yīng)的版本適用于本文件；不注日期的引用文件，其最新版本（包括所有的修改單）適用

于本文件。

GB15630消防安全標(biāo)志設(shè)置要求

GB/T19012質(zhì)量管理顧客滿意組織投訴處理指南

GB22337社會(huì)生活環(huán)境噪聲排放標(biāo)準(zhǔn)

GB/T

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