BS ISO 14785-2014 Tourist information offices Tourist information and reception services Requirements《旅游信息办公室 旅游信息和接待服务 要求》.pdf

1、BSI Standards PublicationBS ISO 14785:2014Tourist information offices Tourist informationand reception services RequirementsBS ISO 14785:2014 BRITISH STANDARDNational forewordThis British Standard is the UK implementation of ISO 14785:2014.The UK participation in its preparation was entrusted to Tec

2、hnicalCommittee SVS/2/8, Tourist Information Services.A list of organizations represented on this committee can beobtained on request to its secretary.This publication does not purport to include all the necessaryprovisions of a contract. Users are responsible for its correctapplication. The British

3、 Standards Institution 2014. Published by BSI StandardsLimited 2014ISBN 978 0 580 70810 7ICS 03.080.30; 03.200Compliance with a British Standard cannot confer immunity fromlegal obligations.This British Standard was published under the authority of theStandards Policy and Strategy Committee on 30 Ap

4、ril 2014.Amendments issued since publicationDate Text affectedBS ISO 14785:2014 ISO 2014Tourist information offices Tourist information and reception services RequirementsOffices de tourisme Services daccueil et dinformations aux touristes ExigencesINTERNATIONAL STANDARDISO14785First edition2014-04-

5、01Reference numberISO 14785:2014(E)BS ISO 14785:2014ISO 14785:2014(E)ii ISO 2014 All rights reservedCOPYRIGHT PROTECTED DOCUMENT ISO 2014All rights reserved. Unless otherwise specified, no part of this publication may be reproduced or utilized otherwise in any form or by any means, electronic or mec

6、hanical, including photocopying, or posting on the internet or an intranet, without prior written permission. Permission can be requested from either ISO at the address below or ISOs member body in the country of the requester.ISO copyright officeCase postale 56 CH-1211 Geneva 20Tel. + 41 22 749 01

7、11Fax + 41 22 749 09 47E-mail copyrightiso.orgWeb www.iso.orgPublished in SwitzerlandBS ISO 14785:2014ISO 14785:2014(E) ISO 2014 All rights reserved iiiContents PageForeword ivIntroduction v1 Scope . 12 Terms and definitions . 13 Service provision 13.1 Reception of visitors . 13.2 Provision of infor

8、mation. 33.3 Commercial activities 43.4 Statistics and analysis . 53.5 Communication and promotion . 54 Resources . 54.1 Human resources 54.2 Infrastructure, facilities and equipment . 64.3 Communications technologies 6Annex A (informative) Consumers rights . 7Annex B (informative) Environmental awa

9、reness . 8Annex C (informative) The Responsible Tourist and Traveller. 9Annex D (informative) Accessibility .10Bibliography .11BS ISO 14785:2014ISO 14785:2014(E)ForewordISO (the International Organization for Standardization) is a worldwide federation of national standards bodies (ISO member bodies)

10、. The work of preparing International Standards is normally carried out through ISO technical committees. Each member body interested in a subject for which a technical committee has been established has the right to be represented on that committee. International organizations, governmental and non

11、-governmental, in liaison with ISO, also take part in the work. ISO collaborates closely with the International Electrotechnical Commission (IEC) on all matters of electrotechnical standardization.The procedures used to develop this document and those intended for its further maintenance are describ

12、ed in the ISO/IEC Directives, Part 1. In particular the different approval criteria needed for the different types of ISO documents should be noted. This document was drafted in accordance with the editorial rules of the ISO/IEC Directives, Part 2 (see www.iso.org/directives).Attention is drawn to t

13、he possibility that some of the elements of this document may be the subject of patent rights. ISO shall not be held responsible for identifying any or all such patent rights. Details of any patent rights identified during the development of the document will be in the Introduction and/or on the ISO

14、 list of patent declarations received (see www.iso.org/patents).Any trade name used in this document is information given for the convenience of users and does not constitute an endorsement.For an explanation on the meaning of ISO specific terms and expressions related to conformity assessment, as w

15、ell as information about ISOs adherence to the WTO principles in the Technical Barriers to Trade (TBT) see the following URL: Foreword - Supplementary informationThe committee responsible for this document is Technical Committee ISO/TC 228, Tourism and related services.iv ISO 2014 All rights reserve

16、dBS ISO 14785:2014ISO 14785:2014(E)IntroductionMany tourist information offices (TIO) are run by public administrations. There are also TIOs that are operated privately, and these ideally work in partnership with the relevant tourist authorities. The administrations that control TIO units can apply

17、for implementation for all units or some of them. ISO 2014 All rights reserved vBS ISO 14785:2014BS ISO 14785:2014Tourist information offices Tourist information and reception services Requirements1 ScopeThis International Standard establishes minimum quality requirements for services provided by to

18、urist information offices (TIO) of any type and size, whether publicly or privately operated, in order to satisfy visitors expectations.2 Terms and definitionsFor the purposes of this document, the following terms and definitions apply.2.1tourist information officeTIOorganization responsible for wel

19、coming, advising visitor and promoting tourism-related activitiesNote 1 to entry: Tourist information offices are also known as tourism information centres (TIC).Note 2 to entry: This definition is also applicable to tourist information offices operated abroad or in other destination in the same cou

20、ntry.Note 3 to entry: Promotion can be done through brochures, leaflets and electronic supports.2.2visitorcustomer who contacts (in person or by other means) a tourist information office3 Service provision3.1 Reception of visitors3.1.1 Location and accessThe most appropriate location of facilities a

21、nd types of service shall be established according to the characteristics of the destination and visitor requirements.The TIO shall be located where there is the most important flow of tourists.NOTE Suitable locations include the town centre, tourist sites, transport arrival terminals and main acces

22、s roads into the destination.The TIO shall be easy to find, regardless of the means of transport used.Access should be provided for people with disabilities.Access to the TIO should be free of charge.The TIO shall be sign-posted. Sign-posting shall be consistent in style and should comply with ISO 7

23、001.The TIO shall be visible by means of an “i” sign placed on or in front of the building, in accordance with local regulations (e.g. a sign or a banner). There shall be sign-posting to direct motorists, cyclists and pedestrians.INTERNATIONAL STANDARD ISO 14785:2014(E) ISO 2014 All rights reserved

24、1BS ISO 14785:2014ISO 14785:2014(E)Maps and brochures published by the TIO shall indicate the TIO location.Parking areas or nearby parking facilities shall be indicated (if available).3.1.2 Opening timesThe TIO shall define and document its opening timetable according to the number of visitors, tour

25、ist activities and seasons.The TIO shall indicate its opening times at the entrance, as well as on notice boards, location maps, answering machines, destination websites (where available) and/or any other media.Outside normal working hours, information shall be provided by destination websites.Emerg

26、ency contacts shall be indicated, clearly visible from the outside to visitors.A local map shall be visible from the outside.A list of accommodation with telephone numbers should be visible from the outside, as well as an indication of where this list can be obtained, if possible.An answer phone mes

27、sage, in at least two languages, shall inform visitors about the opening hours and the website address (see 3.1.3).3.1.3 ContactThe TIO shall establish, document and communicate to staff the expectations with respect to behaviour etiquette and crowd management.Staff shall look professional and provi

28、de an efficient service, and shall show they are available and welcoming by:a) initiating conversation with a greeting;b) being patient;c) being polite and friendly;d) giving priority to visitors over administration work or any other task;e) clarifying visitors enquiries in order to provide a satisf

29、actory response;f) taking leave with a greeting.Staff shall be easily identifiable, by means of their clothing or appropriate badges, etc.The TIO shall choose and justify the languages understood and spoken at the reception desk, as well as on answering machines and websites. This choice shall corre

30、spond to the expected profile of international visitors and shall include at least one international language.NOTE Staff are expected to communicate with visitors in the language chosen by the visitor, if possible.The TIO shall establish a tool to enable visitors to identify the languages spoken by

31、each person of the staff.3.1.4 Call and mail handlingAll visitors shall receive the same treatment, whether they visit the TIO in person or not.TIO contact information shall be widely promoted using the available means of communication.The TIO shall establish a telephone calls handling procedure. Th

32、is procedure shall define the time limit between the first ring and the transfer of the call to a member of staff. If the defined time limit is 2 ISO 2014 All rights reservedBS ISO 14785:2014ISO 14785:2014(E)exceeded, a message shall explain how to contact the TIO (via the web, by e-mail) or shall g

33、ive visitors the option of leaving a contact number.NOTE 1 If possible, calls are answered before the fourth ring and calls are transferred to a staff member within 40 s.NOTE 2 It is not advisable to put a caller on hold with music for too long. If possible, priority is given to visitors in person,

34、especially when there is only one employee.If a caller leaves a contact number on the answering machine, a call back should be made within 30 min during opening hours. If the caller is put on hold, regular contact shall be maintained to enable him/her to either wait, call back or be called back (at

35、the callers request).Recorded messages shall be processed and answered every working day. Letters shall be processed and answered within three working days. E-mails shall be processed and answered within two working days.3.2 Provision of information3.2.1 Information for visitorsInformation shall be

36、accurate and regularly updated. The TIO shall consider only tourist providers meeting appropriate legal and regulatory requirements.Information shall be available on a broad range of topics.NOTE The topics can include accommodation, travel agencies, eating out, transport, cycle routes, shopping, loc

37、al products and crafts, walks, cultural activities, holidays, heritage and sports activities and outdoor pursuits, banks, currency exchange, tax free conditions, chambers of commerce, local customs, religion and places of worship, libraries, medical services, police and post offices, real estate age

38、ncies, local and regional attractions, and weather forecasts.The TIO shall have general and specific information about the destination and about tourist attractions, with the necessary details for the visit: location, description, features, conditions and opening hours.The TIO shall have details of

39、the day, time, place of performance and content for events and activities carried out at the destination (recreational, cultural, sporting or leisure).Information shall take account of the interests of children and the needs of people with disabilities.The TIO shall give information to visitors abou

40、t health, safety and good practices to help them to enjoy the area.For safety reasons, and in order to avoid risks to visitors, the TIO shall provide appropriate information about drinking water, high and low tides, the presence of poisonous plants, other local dangers that might be encountered, etc

41、.The TIO should provide a website and or other electronic support with such information.The TIO shall give information to facilitate the visitors choice (see Annex A).The TIO should also provide tourism information at national level or indicate how to obtain it.If commercial leaflets and brochures a

42、re displayed, they shall be separated from the TIO information.If the TIO has unmanned information service points, they should provide the same items.There shall be an indication of materials which shall be paid for as well as indication of the price.The TIO shall give written information, either pr

43、inting it on demand or making it possible to take notes. The TIO should offer information in several forms, trying to avoid unnecessary printing (see Annex B). ISO 2014 All rights reserved 3BS ISO 14785:2014ISO 14785:2014(E)The TIO shall develop a visitors rights and duties charter, and shall give a

44、dvice about avoiding disrespectful attitudes towards local customs and beliefs (see Annex C).The TIO shall establish a procedure for leaflets and written material supply according to TIO needs.The TIO shall develop and put in place surveys to follow up and record visitors and their service satisfact

45、ion.TIO information shall be available and suitable for use and shall be adequately protected.3.2.2 Information for TIO staffTIO staff shall be able to access the following information:a) phone directories of local and destination services and emergency contact information;b) transport routes, arriv

46、als and departures and transportation timetables at the TIO destination;c) destination city maps;d) tourist guide contacts in the destination and surrounding areas;e) a table of distances and the time needed to travel;f) accommodation guides;g) destination newspapers and journals;h) updated tourist

47、information guidebooks and websites;i) dictionaries of the most common languages used by visitors.3.2.3 Sources of informationThe TIO shall establish a regular dialogue with all the destination tourism service providers. The TIO shall keep a classified record of the tourism service providers from th

48、e public and private sectors and shall establish a procedure to collect and revise the information at least once a year and, for those TIOs open all year long, at least twice a year.The TIO shall keep a calendar of events taking place at the destination and surrounding areas.These databases shall be

49、 supported by available technologies.3.3 Commercial activitiesThe TIO providing commercial activities shall establish a documented procedure complying with appropriate legal and statutory requirements for commercial transactions.These may include, if applicable:a) booking and selling services;b) purchase of entertainment services;c) selling local products, handicrafts and souvenirs, food and drinks, publications or other requested products;d) the purchase and consumption of basic services, such as internet, currency exchange, transport tick