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Major Criteria 主要准则 No 不 Indicator 指示器 管 a 兑 Star Rating 星级
出 台 点
䔍
的
点

工作良好，并且 放置在合适的地方 地点
working well and
placed in suitable
locations
21.1

禁止吸烟的标志是 安装在整个 厨房和客人 用餐区
No-smoking signs are
installed throughout the
kitchen and guest
dining areas
2. 2. 4
21.2

工业急救 套件安装在 厨房和定期 维护/重新入库 用用品。便携式 除颤器是可选的。
An industrial first aid
kit is fitted in the
kitchen and regularly
maintained / re-stocked
with supplies. Portable
defibrulator is optional.
2. 2. 4

5. 洗手间 餐厅
5. Restroom for
Dining Room
1

厕所位于一个 方便、安全、 不清洁的区域 打扰用餐区
Toilet is located in a
convenient, safe and
clean area that does not
disturb the dining area
2. 3. 4 - - -
2

男厕所和女厕所 是分开的
Male and female toilets
are separated
2. 5 2. 4 - - -
3

地板很好， 干净的条件，不 滑
Floors are in good,
clean condition and not
slippery
2. 2. 4 - - -
4

墙壁和天花板是 在好，干净 条件
Walls and ceilings are
in good, clean
condition
2. 2. 4 - - -
5

门和配件是 在好，干净 条件
Doors and fittings are
in good, clean
condition
2. 0 4 - - -
6

有好的 通风
There is good
ventilation
2. 3. 4 - - -
7 There is good lighting 有很好的照明 2. 3. 4 - - -
Major Criteria 主要准则 No 不 Indicator 指示器 號 號 趸 Star Rating 星级
穿 点 穿 点 点
5 0
8

装饰是可靠的 STAR酒店 分级
Decoration is suiltable
for the hotel STAR
grading
2. 1. 4 - - -
9

厕所隔间不是 宽度小于 90 厘米。 总面积不是 小于
Toilet cubicles are not
less than 90 cm wide.
The total area is not
less than
2. 2. 4 - - -
10

天花板高度不是 小于 2.4 m
Ceiling height is not
less than 2.4 m
2. 2. 4 - - -
Major Criteria No. 6: Swimming Pool Service [2]
主要准则第6项：游泳池服务 [2]
1. Swimming Pool 1. 游泳池 1

一个单独的游泳池没有 深度小于 0.6 m 是 为儿童提供或 主游泳池设有 浅端适用于： 孩子
A separate pool no
deeper than 0.6 m is
provided for children or
the main pool has a
shallow end suitable for
children
2. 3. 4 - - -
2

池面很干净， 密封和维护 定期
Pool surfaces are clean,
sealed and maintained
regularly
2. 3 4 - - -
3

有足够的光线 白天和晚上使用
There is enough light
for day and evening use
2.
3.
0
4 - - -
4

使用说明 游泳池很明显 为游客设置路标
Instructions for use of
the pool are clearly
signposted for visitors
2. 1 4 - - -
5
 
Water must be treated
and filtered to a
suitable international
standard
2. 4. 4 - - -
6
 
Signs indicating depth
of water must be
2. 1 4 - - -
Major Criteria 主要准则 No 不 Indicator 指示器 枵 兑 芴 Star Rating 星级
弁 点 怠 点 

写在上面或旁边 池
written on or beside the
pool
7
 
There are experienced
pool attendants
2.
0
2. 4 - - -
8

泳池家具是 提供良好、干净 和安全条件 （椅子，桌子，太阳 雨伞）
Pool furniture is
provided in good, clean
and safe condition
(chairs, tables, sun
umbrellas)
2. 2. 4 - - -
9

泳池毛巾是 提供
Pool towels are
provided
2. 1. 4 - - -
10
 
An outdoor shower is
provided to wash off
before entering and
leaving the pool
2. 1. 4 - - -
1. Swimming Pool 1. 游泳池 11
 
The pool area is located
to avoid disturbance
from other operations
of the hotel
2. 2. 4 - - -
12

更衣室和 用于存储的储物柜 提供衣物
Changing rooms and
lockers for storing
clothes are provided
2. 2. 4 - - -
13

有一个急救箱 位于泳池边
There is a first aid kit
located at the pool
2. 0 2. 4 - - -

2. 游泳中的厕所 池
2. Toilet in Swimming
Pool
1

厕所位于 方便游泳池 客人
The toilet is located
conveniently for pool
guests
2. 3. 4 - - -
2

男士独立卫生间 女性是 提供
Separate toilets for men
and women are
provided
2. 2. 4 - - -
3

厕所地板是非 滑
Toilet floors are non-
slip
2. 2. 4 - - -
Major Criteria 主要准则 No 不 Indicator 指示器 易 弟 弟 Star Rating 星级
点 台 䄰 a
0 0
4

厕所墙壁和 天花板很好，而且 清洁条件
Toilet walls and
ceilings are in good and
clean condition
2. 2. 4 - - -
5

门及其配件是 很好，干净 条件
Door and its fittings are
in good and clean
condition
2. 1. 4 - - -
6

有好的 通风
There is good
ventilation
2. 0
4 - - -
7

良好的照明是 提供日和 晚上使用
Good lighting is
provided for day and
evening use
2. 3. 4 - - -
8

装修合适 对于它的类型和等级
Decoration is suitable
for its type and grade

阿拉伯数字。 0
2.
0
1.
4 - - -
9

厕所隔间不是 宽度小于 90 厘米 和总隔间 面积不小于
Toilet cubicles are not
less than 90 cm wide
and the total cubicle
area is not less than
2. 2. 4 - - -
10

天花板高度为 不低于 2.4 m
The ceiling height is
not lower than 2.4 m
2. 2. 4 - - -
Major Criteria No. 7: Personnel [3]
主要标准7：人员 [3]
Staff at all levels 各级工作人员 1

连衣裙 适度/适当地用于 角色，干净整洁
Dress
modestly/properly for
role, clean and tidy
3. 0 2. 4
2 Name tags are used 使用名称标签
3.
0
1. 4 - -
3

工作人员很友好，亲切 和乐于助人
Staff are friendly, kind
and helpful
3. 2. 4
4

会说老挝语和 英语
Able to speak Lao and
English
3.
0
2. 4
Major Criteria 主要准则 No 不 Indicator 指示器 凯 弟 Star Rating 星级
昜 点 点
5

能够提供 基本信息 该省的游客 酒店所在的位置 位于
Be able to provide
basic information to
visitors on the province
in which the hotel is
located
3. 3. 4
2. Luggage carrier 2. 行李架 1

在以下情况下打开门 客人抵达
Opens the door when
guests arrive
3. 0
5
4 - - -
2

友好地迎接客人 乐于助人的态度
Greet guests in friendly
helpful manner
3. 0. 4
3

协助客人前往 房间和放置行李 很好地放在行李架上
Assist guests to the
room and place luggage
nicely on luggage rack
3. 1. 4 - -
4

接听电话 从客人的房间什么时候 它响起不超过 三次
Answering telephone
from guests'room when
it rings not more than
three times
3. 0 0 4 - - - -
5

从以下地点领取行李 客房 5 人以内 被召唤的分钟 （客人离开时）
Pick up luggage from
guest room within 5
mins of being called
(for guest departure)
3. 1. 4 - - -
6

携带所有客人行李 到车辆
Carry all guest luggage
to vehicle
3. 1. 4 - -
7

感谢各位来宾并致以祝福 他们一路平安
Thank guests and wish
them a safe trip
3.
0.
5
4
3. Check in staff 3. 值机人员 1.1

欢迎客人 1分钟内 抵达大堂
Welcoming guests
within 1 minute of
arrival in lobby
3. 1. 4
1.2

欢迎客人 30秒内
Welcoming guests
within 30 seconds
3. 3. 1. 4 - - -
2

迎接客人 友好，乐于助人
Greet guests in
friendly, helpful
3.
0.
5
4
Major Criteria 主要准则 No 不 Indicator 指示器 前 并 苟 Star Rating 星级
馬 点 点 岛
manner 方式
3

办理登机手续 高效处理
Process check-in
procedure efficiently
.
0
.
5
4
4 Explain room options 说明房间选项
3.
0
1. 4
5

确认退房日期 等特殊用途 要求
Confirm check out date
and other special
requirements
3.
0 0
0
5
4
6

使用 5-8 分钟 进程签入
Use 5-8 minutes to
process check in
3.
4
7

如果房间还没有准备好 客人：（i） 告诉他们 什么时候房间会 准备 （ii） 存放行李 如有需要 （iii） 邀请 他们留下来等待 房间和优惠免费 水/茶/咖啡
If room is not ready for
guests: (i) tell them
when room will be
ready (ii) store luggage
if needed (iii) invite
them to stay in waiting
room and offer free
water / tea / coffee
3. 1. 4 -
8

有工作人员 提供服务和 帮助客人和 把他们带到房间里
There is staff who
provides service and
help the guests and
bring them to the room
3. 0 1. 4 - - - -
9

说明如何使用所有 里面的设备 房间
Explain how to use all
equipment inside the
room
3. 1. 4
10.1

处理签出 高效，优选 在 分钟
Process check out
efficiently, preferably
within mins
3. 3. 4
10.2.

仅用 5 分钟即可 退房
Use only 5 minutes to
check out
3. 3.
3.
0
4 - - - -
11 Prepare expenditure 准备支出 3. 1. 4 - - -
Major Criteria 主要准则 No 不 Indicator 指示器 凯 弟 芴 Star Rating 星级
哥 曷 点 点 氙

供客人填写的表格 检查并制作一个 5 年内收到 纪要
form for the guest to
check and make a
receipt within 5
minutes
0 0
12

感谢房客 住
Thank guests for
staying
3. 0. 4
4. Guest Services 4. 客户服务 1

友好地迎接客人 乐于助人的态度
Greet guests in friendly
helpful manner
3. 0. 4
2

接听来自以下地点的电话 客房 3 间以内 环
Answer calls from
guest rooms within 3
rings
3. 1. 4 - -
3

在以下情况下保持礼貌和乐于助人 所有时间
Be polite and helpful at
all times
3. 1. 4
4

向客人介绍以下内容 有趣的地方 在城镇周围或 省
Introduce guests to
interesting places
around town or
province
3. 1. 4
5

晨间电话服务 为客人提供时间 5 年内任命 纪要
Morning call service
for guests as time
appointed within 5
minutes
3. 0. 4 -

5. 家政和 拒绝服务
5. House Keeping and
Turn Down Services
1

准备枕头和 Counterpane 之间的
Prepare pillows and
counterpane between
3. 1. 4 - - -
2

打扫房间，然后 浴室有效 并高效地
Clean the room and
bathroom effectively
and efficiently
3. 3. 4
3

保持枕头和 正确使用柜台窗格 并将它们放入 适合的位置
Keep pillows and
counterpane properly
and place them in
suitable position
3. 1. 4 - - - -
No 不 Indicator 指示器 解 总 気 Star Rating 星级
蒾 忽 点 芴 点
4

查报纸， 杂志、邮件、 洗衣袋、缝纫 套件、擦鞋剂和 拖鞋都够用的 日期和右边 地方
Check newspapers,
magazines, mail,
laundry bags, sewing
kits, shoe shine and
slippers are all up to
date and in the right
place
3.
0
0 4 - - - -
5

更换眼镜/杯子 以及其他事情 已被使用和 将它们排列在 正确的地方
Change glasses/cups
and other things that
have been used and
arrange them in the
right places
3. 1. 4
6

检查饮用水， 饮料、咖啡、茶、 糖和其他东西 在 Mini Bar 中 - 替换为 需要
Check drinking water,
beverage, coffee, tea,
sugar and other things
in Mini Bar - replace as
needed
3. 2. 4 -
7

更换毛巾、面部护理 毛巾、手巾、 地毯和浴袍 必填
Replace towels, facial
towels, hand towels,
rug, and bathrobes as
required
3. 2. 4
8

更换面巾纸 纸、手纸 纸、浴帽、 卫生纸和 卫生巾袋作为 需要
Replace facial tissue
paper, hand tissue
paper, shower cap,
toilet tissue and
sanitary pad bags as
needed
3. 2. 4
9

更换肥皂， 液体肥皂、洗发水、 牙膏和 牙刷按 星级
Replace bar soaps,
liquid soap, shampoo,
toothpaste and
toothbrush as per
STAR rating
3.
0
0. 4
Major Criteria 主要准则 No 不 Indicator 指示器 a 弟 Star Rating 星级
台 䔍 点
10 Empty rubbish bins 空垃圾桶

。 0
.
0
1. 4
11

电视和 DVD 遥控器 控件正确无误 地方
TV and DVD remote
controls are in correct
place
3. 0. 4 -
12

空调遥控器 控制在正确的位置
Air conditioner remote
control is in right place
3.
0.
5
4 -

6. 餐饮服务和 自助餐
6. Food Service and
Buffet
1.2

欢迎客人 抵达用餐区
Welcoming guests on
arrival to dining area
1. 4
1.2

欢迎客人 30秒内 -
Welcoming guests
within 30 seconds -
3.
0 0
1. 4 - - -
2

迎接客人 友好，乐于助人 方式
Greet guests in
friendly, helpful
manner
3. 0. 4
3

问房客多少 人们应该有饭吃 在酒店里
Ask guest how many
people shall have meal
in the hotel
3.
0.
5
4 - - -
4

将客人带到他们的 座椅和移动椅子 舒适的坐姿
Take guests to their
seats and move chairs
for comfortable sitting
3.
0.
5
4 - - -
5

收集器皿和 餐厨浪费在三分以内 完成后几分钟 吃
Collect utensils and
food waste within three
minutes after finishing
eating
3. 2. 4
6

感谢各位来宾 离开
Thank guests upon
leaving
3.
0
0.
5
4
7. Dining Room 7. 餐厅 1.1

欢迎客人入住 抵达后 1 分钟至 用餐区
Welcome guests within
1 minute on arrival to
dining area
3. 1. 4 - -
1.2
 
Welcoming guests
within 30 seconds on
3. 1. 4 - - -
Major Criteria 主要准则 No 不 Indicator 指示器 莡 说 芴 Star Rating 星级
䭴 衊 氙
arrival to dining area 
2

迎接客人 友好，乐于助人 方式
Greet guests in
friendly, helpful
manner
3. 0 4
3

查询预订 - 如果需要
Check for reservation -
if needed
3. 0
 
0.
5
4 - -
4

将客人带到他们的 座位并移动 舒适的椅子 座位
Take guests to their
seats and move the
chairs for comfortable
seating
3. 0. 4 -
5

提供菜单 座位和要求 饮料订单
Provide a menu upon
seating and ask for
drinks order
3. 1. 4 - - -
6

返回嘉宾 接收食品订单 5分钟内 提供饮料
Return to guests to
receive food order
within 5 minutes of
serving drinks
3. 0 4 - - -
7

接收来自的订单 女士优先
Receive an order from
ladies first
3.
0.
5
4 - - -
8

能够回答客人 关于的问题 食物和饮料
Be able to answer guest
questions regarding
food and drinks
3. 0 4 -
9

能够推荐 并回答 客人关于的问题 酒精开启 菜单和饮料清单
Be able to recommend
and answer
guests'questions about
alcohol which is on
menu and drinks list
3. 1. 4 - - - -
10

如有，请告知房客 食物或饮料都用完了 库存/售罄/未售罄 可用或如果 准备工作需要更多时间
Inform guests if any
food or drinks are out
of stock/sold out/not
available or if
preparation takes more
3. 0 0 4 - -
Major Criteria 主要准则 No 不 Indicator 指示器 怠 弟 氙  Star Rating 星级
点 気 步 点
than 15 minutes 超过 15 分钟
11

重复所有食物和 客人的饮料 下令确保它 是正确的
Repeat all foods and
drinks that guests
ordered to make sure it
is correct
3. 1. 4 - -
12

将器皿更换为 需要匹配什么 被订购
Change utensils as
needed to match what
was ordered
3. 1. 4 - -
13

在 10 分钟内提供饮料 分钟或正在 命令
Serve drinks within 10
minutes or being
ordered
3. 2. 4 - -
14

在 15 分钟内提供食物 收到后几分钟 订单
Serve food within 15
minutes after receiving
orders
3. 3. 4 - -
15

在 10 分钟内提供甜点 收到后几分钟 次序
Serve dessert within 10
minutes after receiving
order
3. 2. 4 - -
16

收集器皿和 餐厨浪费在3以内 完成后几分钟 吃
Collect utensils and
food waste within 3
minutes after finishing
eating
3. 2. 4
17
 
Ask for guest feedback
on food and drink
3.
5
4
18

感谢房客 选择在餐厅用餐
Thank guests for
choosing to dine in
3.
5
4
19

24小时餐饮 服务对象 房间
24 hr food and drink
service provided to
rooms
3. 2. 4 - - -
Major Criteria No. 8: Security System [3]
主要准则第8号：安全系统 [3]
1

电缆系统 高效、安全且
Electrical cable system
is efficient, safe and
3. 4. 4
Major Criteria 主要准则 No 不 Indicator 指示器 是 兑 苞 Star Rating 星级
点 点 䄰
regularly maintained 定期维护
2

烟雾和热量 探测器位于 酒店各处 并定期 保持
Smoke and heat
detectors are located
throughout the hotel
and regularly
maintained
3. 2. 4
3

消防出口地图和 紧急出口标志 有明确的标记 酒店各处
Fire exit maps and
emergency exit signs
are clearly marked
throughout the hotel
3. 2. 4
4

应急灯是 工作正常
Emergency lights are
working properly
3. 3 1. 4