DB43-T 2049-2021 江永瑤家油茶經(jīng)營服務規(guī)范

ICS

01.040.67CCS

B

43湖南 省 地 方 標 準DB43/T

2049—2021江永瑤家油茶經(jīng)營服務規(guī)范Management

service

specification

of

Jiang

Yong

yao

jiaYouCha2021

-

04

-

02

發(fā)布

2021

-

-

實施湖南省市場監(jiān)督管理局

發(fā)

布DB43/T

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

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

12 規(guī)范性引用文件······································································································13 術語和定義············································································································14 經(jīng)營場所···············································································································15 從業(yè)人員···············································································································16 服務質(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《標準化工作導則第

1

部分：標準化文件的結構和起草規(guī)則》的規(guī)定起草。請注意本文件的某些內(nèi)容可能涉及專利。本文件的發(fā)布機構不承擔識別專利的責任。本文件由湖南省市場監(jiān)督管理局提出。本文件由湖南省食品標準化技術委員會歸口。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)營服務的術語和定義、經(jīng)營場所、設備設施、人員要求、服務質(zhì)量。本文件適應于江永瑤家油茶經(jīng)營服務。2

規(guī)范性引用文件GB/T

公共信息圖形符號 第

1

部分：通用符號GB/T

18883室內(nèi)空氣質(zhì)量標準DB43/T

2048 江永瑤家油茶制作技術要求《餐飲服務食品安全操作規(guī)范》(國家市場監(jiān)督管理總局公告

2018

年第

12

號)3

術語和定義DB43/T

2048

的術語和定義適用于本文件。4

經(jīng)營場所4.1經(jīng)營管理應符合《餐飲服務食品安全操作規(guī)范》及國家相關規(guī)定。4.2 場所應設有醒目的公共標識，統(tǒng)一標識名稱，并符合

GB/T

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

GB/T

18883

的規(guī)定。4.6 應配備消防器材，所有安全疏散通道和出入口均應設有指示標志，并保持暢通。5

從業(yè)人員5.1 應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。5.2 應符合相應崗位的職業(yè)技能要求。6

服務質(zhì)量6.1 接待用語DB43/T

2049—6.1.1 積極推廣和使用普通話，掌握語言藝術。6.1.2 使用文明用語。根據(jù)服務對象的不同，服務場合的不同，主動使用招呼、詢問、稱呼、道歉、道別等禮貌用語。6.1.3 回答顧客問題應詳細耐心，做到有問必答。6.2 儀容儀表6.2.1 服務人員著瑤族傳統(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)人員工作服務時不得飲食，保持良好的工作狀態(tài)。6.3 服務規(guī)范6.3.1 注意接待禮節(jié)禮儀，對顧客一視同仁。6.3.2 尊重顧客的民族習俗、宗教信仰和飲食習慣。6.3.3 提供的茶譜，應明碼標價。茶譜上的茶點圖片及文字介紹應與所提供的茶點實物一致，不得虛假夸大。6.3.4 江永瑤家油茶配餐用的茶點包括炒米、糯米果、炒花生米及各種粑類等，宜具有江永瑤家民族特色，味道純正，加工精細，出品應做到色、香、味、形俱佳。6.3.5 關注顧客需求，提供“及時、舒適、滿意”的服務。6.3.6 當顧客投訴時，本著“顧客至上”的原則，積極、妥善處理，并及時