ICS

01.040.67CCS

B

43湖南 省 地 方 標(biāo) 準(zhǔn)DB43/T

2049—2021江永瑤家油茶經(jīng)營(yíng)服務(wù)規(guī)范Management

service

specification

of

Jiang

Yong

yao

jiaYouCha2021

-

04

-

02

發(fā)布

2021

-

-

實(shí)施湖南省市場(chǎng)監(jiān)督管理局

發(fā)

布DB43/T

2049— 前言························································································································

Ⅲ1 ·····················································································································

12 規(guī)范性引用文件······································································································13 術(shù)語(yǔ)和定義············································································································14 經(jīng)營(yíng)場(chǎng)所···············································································································15 從業(yè)人員···············································································································16 服務(wù)質(zhì)量···············································································································1附錄

A（資料性） 江永瑤家油茶食用方法·······································································3DB43/T

2049— 本文件按照

GB/T

—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。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。本文件由湖南省市場(chǎng)監(jiān)督管理局提出。本文件由湖南省食品標(biāo)準(zhǔn)化技術(shù)委員會(huì)歸口。本文件起草人：唐小蘭、孫桂芳、康紹英、徐文泱、鄒橋、余婧、曲建平、吳霓、黃野、陶繼新。IIIDB43/T

2049—1

本文件規(guī)定了江永瑤家油茶經(jīng)營(yíng)服務(wù)的術(shù)語(yǔ)和定義、經(jīng)營(yíng)場(chǎng)所、設(shè)備設(shè)施、人員要求、服務(wù)質(zhì)量。本文件適應(yīng)于江永瑤家油茶經(jīng)營(yíng)服務(wù)。2

規(guī)范性引用文件GB/T

公共信息圖形符號(hào) 第

1

部分：通用符號(hào)GB/T

18883室內(nèi)空氣質(zhì)量標(biāo)準(zhǔn)DB43/T

2048 江永瑤家油茶制作技術(shù)要求《餐飲服務(wù)食品安全操作規(guī)范》(國(guó)家市場(chǎng)監(jiān)督管理總局公告

2018

年第

12

號(hào))3

術(shù)語(yǔ)和定義DB43/T

2048

的術(shù)語(yǔ)和定義適用于本文件。4

經(jīng)營(yíng)場(chǎng)所4.1經(jīng)營(yíng)管理應(yīng)符合《餐飲服務(wù)食品安全操作規(guī)范》及國(guó)家相關(guān)規(guī)定。4.2 場(chǎng)所應(yīng)設(shè)有醒目的公共標(biāo)識(shí)，統(tǒng)一標(biāo)識(shí)名稱，并符合

GB/T

的規(guī)定。4.3 茂、生動(dòng)形象。有條件的經(jīng)營(yíng)場(chǎng)所，可布置演出舞臺(tái)，表演具有瑤族特色的舞蹈、歌曲等文藝節(jié)目。4.4 場(chǎng)所內(nèi)的餐具、桌椅等飲茶設(shè)施，宜具有突出的江永瑤族民族特色。4.5場(chǎng)所內(nèi)宜配有冷暖空調(diào)及通風(fēng)裝置，空氣質(zhì)量應(yīng)符合

GB/T

18883

的規(guī)定。4.6 應(yīng)配備消防器材，所有安全疏散通道和出入口均應(yīng)設(shè)有指示標(biāo)志，并保持暢通。5

從業(yè)人員5.1 應(yīng)取得健康體檢證后方能上崗，并按要求定期體檢和參加培訓(xùn)。5.2 應(yīng)符合相應(yīng)崗位的職業(yè)技能要求。6

服務(wù)質(zhì)量6.1 接待用語(yǔ)DB43/T

2049—6.1.1 積極推廣和使用普通話，掌握語(yǔ)言藝術(shù)。6.1.2 使用文明用語(yǔ)。根據(jù)服務(wù)對(duì)象的不同，服務(wù)場(chǎng)合的不同，主動(dòng)使用招呼、詢問(wèn)、稱呼、道歉、道別等禮貌用語(yǔ)。6.1.3 回答顧客問(wèn)題應(yīng)詳細(xì)耐心，做到有問(wèn)必答。6.2 儀容儀表6.2.1 服務(wù)人員著瑤族傳統(tǒng)服裝，保持端莊、整潔、大方。6.2.2 儀表端莊、精神飽滿、舉止得體、面帶微笑。6.2.3 從業(yè)人員工作服務(wù)時(shí)不得飲食，保持良好的工作狀態(tài)。6.3 服務(wù)規(guī)范6.3.1 注意接待禮節(jié)禮儀，對(duì)顧客一視同仁。6.3.2 尊重顧客的民族習(xí)俗、宗教信仰和飲食習(xí)慣。6.3.3 提供的茶譜，應(yīng)明碼標(biāo)價(jià)。茶譜上的茶點(diǎn)圖片及文字介紹應(yīng)與所提供的茶點(diǎn)實(shí)物一致，不得虛假夸大。6.3.4 江永瑤家油茶配餐用的茶點(diǎn)包括炒米、糯米果、炒花生米及各種粑類(lèi)等，宜具有江永瑤家民族特色，味道純正，加工精細(xì)，出品應(yīng)做到色、香、味、形俱佳。6.3.5 關(guān)注顧客需求，提供“及時(shí)、舒適、滿意”的服務(wù)。6.3.6 當(dāng)顧客投訴時(shí)，本著“顧客至上”的原則，積極、妥善處理，并及時(shí)