Requirements for information provided to consumers of tourism services. Standardization of tourism activities. guest standards used in tourism. enterprise readiness checks
Modern tourism is an integral attribute of post-industrial society. The demand for tourism services is growing year by year, satisfying the needs of citizens Russian Federation And foreign citizens in health improvement, cognition, spiritual and physical development, intercultural and educational exchanges, creating a unified cultural sphere modern civilization. These phenomena create a specific set of requirements for specialists in the field of tourism.
Tourism workers must have high degree readiness to implement projects tourism industry, development of a tourism product based on modern technologies, decision-making in the organization of tourism activities, effective communication with consumers of the tourism product, for use innovative technologies tourism activities. Tourist activities, according to Federal law dated November 24, 1996 No. 132-FZ “On the fundamentals of tourism activities in the Russian Federation” - tour operator and travel agent activities, as well as other activities for organizing travel.
The requirements for the competencies of specialists in the tourism industry are especially relevant in the light of the implementation of the activities of the Federal Target Program “Development of Domestic and Inbound Tourism in the Russian Federation (2011-2018)”. The federal target program contains complex and large-scale tasks, the implementation of which will lead to very significant progress in the coming years. significant changes both in the structure of the tourism industry and in its geography and will entail new requirements and priorities for the personnel of tourism industry enterprises. Thus, as a new structure of tourism is formed, personnel becomes a key position on which the success of all today’s great undertakings depends, incl. and innovation.
The professional standard is aimed at establishing and maintaining uniform requirements for the content and quality of activities of a specialist in the organization and provision of tourism services.
Standard professional activity a specialist in the organization and provision of tourism services will create conditions for the formation of adequate ideas of citizens about the level of education and professional competence of specialists in tourism organizations designed to satisfy their recreational needs. This is, first of all, the ability to organize and implement tourism services, taking into account the fact that tourism activities focus on the attention of the consumer - client, tourist, excursionist.
This professional standard can be used by tourism employers when selecting specialists for organizing and providing tourism services in tourism organizations of any legal form.
A specialist in the field of tourism must be able to carry out not only information service the client, but also to formulate an offer of services that ensure the satisfaction of cultural, cognitive, physical needs that best meet the wishes of the tourist, to understand and take into account that a feature of services in the field of tourism is the change in the client’s needs from the stage of purchasing a tourist product to the stage of using it.
The standard of professional activity of a specialist in the organization and provision of tourism services will provide an opportunity for tourism industry workers themselves to evaluate the essence of the work of specialists in the organization and provision of tourism services, to better understand and understand their job responsibilities.
The standard reflects the increasing role and importance of legal training of specialists in the field of tourism and the fact that domestic, outbound and inbound tourism presupposes knowledge of general civil legislation, administrative and state law, insurance laws, specific legislation regulating tourism activities. This aspect is especially important for educational institutions, where this professional standard will create the basis for the development educational programs, training courses and educational and methodological materials for various target groups of students (students, assistant trainees, graduate students, doctoral students, etc.).
For the specialists themselves in the organization and provision of tourism services, the professional standard will contribute to a better understanding of the delimitation of areas of authority and responsibility of specialists at various levels of the tourism process, will allow for diversity individual characteristics specific situation to find the right solutions to current production tasks, more fully realize their professionally informed actions.
For the education sector, the professional standard will serve as the basis for adjusting federal educational standards and educational programs at all levels vocational education, development of teaching materials and selection of forms and methods of training in the system of vocational education and in-house training of specialists in tourism and recreation organizations.
For educational authorities, the professional standard will create the opportunity to formulate real and measurable learning outcomes in the vocational education system. The standard will act as a necessary element and incentive for more detailed and high-quality education and training of students in the field information technologies taking into account the fact that traditional forms of communication with consumers are being replaced by non-standard techniques due to modern information technologies.
The professional standard will allow employers (owners, founders) to obtain a basis for certification, assessing the qualifications of specialists in organizing and providing tourism services, assessing and improving the professionalism of hired workers, enhancing their motivation, and achieving increased efficiency and quality of work.
When developing the standard, it was taken into account that the global Internet space creates a global space for tourism services. That's why special meaning is given to the skills and abilities of a specialist to use competitive advantages For travel companies in the Internet space and effectively search for tourism products. Taking into account the fact that operator services in the field of tourism have become widespread in business, the standard provides opportunities for developing the qualities of a specialist that help him navigate the environment entrepreneurial activity related to taxation, economics and the design of service enterprises, search for the necessary information, analyze it and make informed decisions.
Thus, the professional standard represents significant information for workers in the tourism industry, employers, educational institutions and educational authorities in the field of tourism, and also provides an opportunity for citizens using tourism products and services of tourism organizations to form an adequate idea of their functioning.
The most important tools government regulation activities of tourism organizations and protection of the rights of consumers of tourism services are licensing, standardization and certification in tourism.
Regulatory documents on standardization include Russian state standards; rules, norms, and recommendations for standardization; all-Russian classifiers technical and economic information; industry and enterprise standards; standards of scientific, technical, engineering societies and others public associations.
Tourist service standards are part of state system standardization of the Russian Federation, which defines the goals and objectives of standardization in the field of tourism and hotel management, basic principles and organization of work, categories of regulatory documents, types of standards and basic provisions for international cooperation.
The goals of standardization in the field of tourism services are to ensure the declared level of quality and safety of consumption of a tourism product or individual tourism service, to protect the interests of consumers of tourism services from unfair competition in the market.
In international and domestic practice, a standard is understood as a normative document on standardization, developed on the basis of consent, characterized by the absence of objections on significant issues from the majority of interested parties (manufacturers and consumers), approved by a recognized body and mandatory for use. State standards in the field of tourism services are approved, as a rule, by the State Standard of Russia.
A standard as a normative document in a broader sense is a document containing rules, general principles, characteristics relating to certain types of activities, including tourism, and accessible to a wide range of consumers.
The standard is one of effective tools regulation of the tourism services market, which makes it possible to influence both unscrupulous manufacturers, sellers, and consumers of tourism services.
A standard by its nature is intended to establish a minimum necessary requirements, making any product or service suitable for its purpose according to formalized criteria of reliability, safety, quality, etc.
The object of standardization is a service, manufacturing process provision of a service or its result subject to standardization.
A service is understood as the result of direct interaction between the performer and the consumer, as well as the performer’s own activities to satisfy the consumer’s needs.
Based on their functional purpose, services provided to the population are divided into material and socio-cultural. Socio-cultural services include services to satisfy spiritual, intellectual needs and maintain the normal functioning of the consumer (maintaining and restoring health, spiritual and physical development of the individual, increasing professional excellence), and medical services, cultural services, tourism, education, etc. On the other hand, the creation of a comprehensive tourist service (tour) also involves transport companies, catering establishments and others whose services fall within the sphere of material services.
There are the following interrelated categories of standards:
State standards of the Russian Federation, which are regulatory framework licensing and certification - GOST R;
Industry standards - OST;
Standards of enterprises and associations of enterprises (unions, associations) - STP;
Standards of public associations - STO.
Regulatory documents on standardization also include all-Russian classifiers, the procedure for the development and application of which is established by the State Standard of Russia.
GOST 28681. O-90 “Standardization in the field of tourist and excursion services. Basic provisions";
GOST R 50690-2000 “Tourist services. General requirements";
GOST R 50681-94 “Tourist and excursion services. Design of tourist services";
GOSTR 50644-94 “Tourist and excursion services. Requirements for ensuring the safety of tourists and excursionists";
GOST R 50645-94 “Tourist and excursion services. Hotel classification";
GOST R 50646-94 “Services to the public. Terms and Definitions";
GOST R 50691-94 “Model for ensuring quality of services (authentic test ISO 9002-87)”;
GOST R 51185-98 “Tourist services. Accommodation facilities. General requirements";
GOST R 50460-92 “Mark of conformity for mandatory certification. Shape, dimensions and technical requirements."
I. Fundamental State. Standards in the field of tourism………………….pp.3-4
II. Certification.
- Theoretical part
- Introduction……………………..page 5
- Certification……………………..p.6-10
- Practical part(forms for travel companies)
- Form "Rules for the provision of tourist services".…………p.16-20
- Application…………….page 21
- Protocol for checking the readiness of an enterprise for certification…….………p.22-25
- List of documents required for certification…………….page 26
- Certificate………..page 27
Fundamental State Standards in the field of tourism.
The entire tourism industry relies on four main government standards:
GOST R 50644-94 “Tourist and excursion services / Requirements for ensuring the safety of tourists and sightseers”,
GOST R 50645-94 “Tourist and excursion services / Classification of hotels”,
GOST R 50681-94 “Tourist and excursion services / Design of tourist services” and
GOST R 50690-2000 “Tourist services. General requirements ".
They set out the mandatory requirements for tourist and excursion services that are necessary for a tourism organization to obtain a certificate. Each of the standards has the same structure, and after studying each of them, you can take away some general provisions, which are very important and applicable to every tourism organization:
Ø Safety of tourists;
Ø Reliability of information provided to clients;
Ø Regions offered by travel companies for recreation must be environmentally friendly/safe for health;
Ø High professional training employees of tourism organizations
Tourist safety , that is
The travel organization that arranges the tour is responsible for each participant who purchased a tour package or an individual tour to a particular country/region. Tour operator must notify the client in advance about possible mental or physical stress that may threaten the safety of tourists during the trip (and inform in connection with what: special natural conditions, biological factors, etc.); provide information on how to act in the event of an emergency and provide all contact information for assistance in cases of emergency in a particular country/region.
Vehicles, places of residence and all tourist equipment must comply with safety measures or requirements established by the current regulatory documentation for certain types of equipment/equipment. All tourist personnel involved in accompanying tour participants during the trip must be prepared for emergencies and informed how to act in emergency cases.
Reliability of information, that is
A travel agent or operator company is obliged to provide the client with reliable information about its company in advance, all the necessary information to ensure the possibility of choice (price-quality ratio); about possible problems/delays associated with the preparation of documents (when selecting certain countries); all contact information for resolving problems if the client has questions regarding cancellation of the contract, claims, etc.; about the risks during the trip.
Regions offered by travel companies for recreation must be environmentally friendly/safe for health, that is
A travel company must be sure, before selling a tour, that the environmental and political conditions in the chosen country do not threaten the psychological and physical health of the client. If the contract has already been drawn up, and at this stage any incidents have occurred in the selected region that may threaten the client’s health, then the travel company is obliged to inform the client about the possible risk during the trip, and if the client wishes to terminate the contact.
When drawing up routes for tourist routes, natural conditions must be taken into account, which must also be safe for the client’s health. The route passport must be agreed upon with the sanitary and epidemiological service; organizations that control movement Vehicle(auto and/or water inspection, etc.), and management bodies (owners) of the land along which the tourist route passes.
High professional training of employees of tourism organizations, that is
Each employee of a particular travel company must be a highly qualified specialist in the field of tourism services; have all the necessary information that the client may need; be honest in providing information about the tour, company and possible risks; know what actions to take in an emergency (necessary for employees tourism organizations accompanying/serving clients directly in the country of temporary residence).
All standards can and should be used as fundamental points for working with clients, organizing tours, etc.
Certification procedure.
Introduction.
The main goals, principles and general provisions for certification in the Russian Federation are determined by the Rules for certification in the Russian Federation. The provisions of this document apply not only to the organization and conduct of work on mandatory and voluntary certification products and services, but also on such objects as processes, work, quality systems.
The development of domestic certification, the intensification of the activities of various industrial structures, and the developing technical specific legislation have determined the need to streamline certification activities and create conditions that ensure the integration of these activities in the Russian Federation with international activities.
As is known, subjects economic activity various forms of ownership create, produce and supply products or services that have such a set of properties and characteristics that give them the ability to satisfy the conditional or expected needs, requests, requirements of consumers (customers). This correlates with the definition of “quality” established by ISO 8402. Increasing competition in the global market leads to stricter requirements that consumers and customers place on the quality of products and services. Typically, the requirements of consumers (customers) are established in technical specifications for product development and are implemented in regulatory documentation ( technical conditions, enterprise standards) for mass-produced products. However, this standardization in itself cannot be a reliable guarantee that the requirements of the consumer (customer) will actually be satisfied, since the organizational and technical mechanism (system) of the activities of the developer or manufacturer may have significant shortcomings.
Thus, successful economic activity developers, manufacturers and suppliers, their competitiveness in the market largely depends on the presence of a highly effective organizational and technical mechanism for managing and ensuring the quality of products (services), a progressive and effective quality system focused on the requirements of the consumer (customer).
The creation and use of such systems should contribute to continuous improvement quality and increasing satisfaction not only of consumers, but also of others interested parties(employees of the enterprise, management of the enterprise, subcontractors, society).
Certification.
CERTIFICATION PROCEDURE
The certification procedure includes:
Product certification includes:
- filing an application for certification;
- making a decision on the application, including choosing a scheme;
- selection, identification of samples and their testing;
- production assessment (if provided for by the certification scheme);
- analysis of the results obtained and making a decision on issuing (refusing to issue) a certificate of conformity (hereinafter referred to as the certificate);
- issuance of a certificate and license to use the mark of conformity;
- implementation of inspection control over certified products (if provided for by the certification scheme);
- corrective measures in case of violation of product conformity established requirements and incorrect use of the mark of conformity;
- information about certification results.
Submitting an application for certification and making a decision on the application.
To carry out certification of products, the applicant sends an application to the appropriate certification body (if the applicant does not have information about such a body and the procedure for certification of the products he is interested in, he can obtain it from territorial body Gosstandart of Russia or Gosstandart of Russia, if there are several certification bodies for a given product, the applicant has the right to send an application to any of them, and if there is no certification body at the time of filing the application, the application is sent to Gosstandart of Russia or to a federal body executive power carrying out certification work within its competence). The certification body reviews the application and not later than one month after its receipt and informs the applicant of the decision. The application decision contains all the main certification conditions based on in the prescribed manner certification of this homogeneous products, including the certification scheme, list of necessary technical documents, a list of accredited testing laboratories (centers) that can conduct product tests and a list of bodies that can certify production or quality systems (if provided for by the certification scheme). The choice of a specific testing laboratory, production certification body or quality system is made by the applicant.
Selection, identification of samples and their testing.
Tests are carried out on samples, the design, composition and manufacturing technology of which must be the same as those of the products supplied to the consumer (customer).
The number of samples, the procedure for their selection, the rules of identification (in accordance with clause 1.3 of this Procedure) and storage are established in accordance with regulatory or organizational and methodological documents for the certification of these products and test methods.
The general procedure for handling samples used during mandatory product certification was approved by the State Statistics Committee on February 8, 1996.
The applicant submits the necessary technical documentation for the sample(s), the composition and content of which is established in the procedure for certification of homogeneous products.
The selection of samples for testing is usually carried out by a testing laboratory or, on its behalf, by another competent organization. In the case of testing in two or more testing laboratories, the selection of samples for testing can be carried out by the certification body (if necessary, with the participation of testing laboratories).
Samples that have passed the tests are subject to storage during the shelf life of the product or the validity period of the certificate. Specific storage periods for samples are established in documents establishing the procedure for certification of homogeneous products,
Test reports are submitted to the applicant and the certification body. Copies of test reports must be kept for at least the validity period of the certificate. Specific storage periods for copies of protocols (including for the case when the applicant cannot be issued a certificate due to the product’s non-compliance with the established requirements) are established in the certification system for homogeneous products and in the documents of the testing laboratory.
The applicant submits to the certification body the documents specified in the decision on the application, including documents on product compliance with established requirements, issued by federal executive authorities within their competence, if this is established legislative acts Russian Federation. If the applicant does not have these documents, the certification body ensures interaction with the authorized bodies in order to obtain them (taking this into account in the scope of work on product certification).
The applicant may submit to the certification body test reports, taking into account their validity periods, carried out during the development and launch of products into production, or documents on tests performed testing laboratories, accredited or recognized in the certification system.
After checking the submitted documents, including: the compliance of the results contained therein with current regulatory documents, the timing of their issuance, changes made to the design (composition), materials, technology, the certification body may decide to issue a certificate of conformity or to reduce the scope of testing , or conducting missing tests, which is reflected in the relevant documents.
Production assessment.
Depending on the certification scheme, an analysis of the state of production of products, certification of production or quality systems is carried out.
The procedure for analyzing the state of production of certified products is established in the rules for certification of homogeneous products. The results of the analysis of the state of production are reflected in the conclusion, which is taken into account when issuing a certificate.
- Information (documents) on the analysis of the state of production, production certification or quality system certification is indicated in the product certificate.
- Issuance of a certificate of conformity.
- The certification body, after analyzing test reports, production assessment, certification of production or quality system (if established by the certification scheme), analysis of other documents on product conformity, assesses the product’s compliance with the established requirements. The results of this assessment are reflected in the expert’s report. Based on this conclusion, the certification body makes a decision to issue a certificate, issues a certificate and registers it. The certificate is valid only if there is a registration number.
The certificate indicates all the documents that serve as the basis for issuing the certificate in accordance with the certification scheme.
Resolution of the State Standard of the Russian Federation dated July 25, 1996N15 paragraph two of clause 3.5.1 of this Procedure is supplemented with the following paragraph:
The certificate may have an annex containing a list of specific products that are covered by it, if it is necessary to detail the composition:
Groups of homogeneous products produced by the same manufacturer and certified to the same requirements;
A product (complex, kit) with an installed set of components and (or) spare parts used for maintenance and repair of the product (complex, kit) specified in the certificate.
If the results of the product conformity assessment are negative, the certification body issues a decision to refuse to issue a certificate indicating the reasons.
With mandatory certification, a certificate is issued if the product meets the requirements of regulatory documents established for this product in accordance with clause 1.3 of this Procedure. The validity period of the certificate is established by the certification body, taking into account the validity period of regulatory documents for the product, as well as the period for which the production is certified or the quality system is certified (if provided for by the certification scheme), but not more than three years.
The validity period of the certificate for a batch of products or product is not established.
When making changes to the design (composition) of a product or its production technology, which may affect the product’s compliance with the requirements of regulatory documents, the applicant notifies in advance the body that issued the certificate, which decides on the need to conduct new tests or evaluate the production of this product.
In the accompanying technical documentation attached to certified products ( technical certificate, label, etc.), as well as in the shipping documentation, a record of the certification is made and the number and date of issue of the certificate is indicated.
Application of the conformity mark.
Products for which a certificate has been issued are marked with a conformity mark accepted in the system. Marking of products with a conformity mark is carried out by the manufacturer (seller) in accordance with the license to use the conformity mark issued by the certification body. The mark of conformity is placed on the product and (or) container, packaging, and accompanying technical documentation.
The mark of conformity is applied to the non-removable part of each unit of certified products, and when applied to packaging - to each packaging unit of this product. It may be placed next to the trademark.
The rules for applying a mark of conformity to specific products are established by the certification procedure for homogeneous products.
The design of the conformity mark must be in contrast to the background of the surface on which it is applied. Marking of products with a conformity mark should be carried out in ways that ensure a clear image of these signs, their resistance to external influencing factors, as well as durability during the specified service life or shelf life of the product.
The image of the mark of conformity can be made by engraving, etching, casting, printing or in another way that ensures compliance with the requirements imposed on it.
Inspection control of certified products.
Inspection control of certified products is carried out (if provided for by the certification scheme) during the entire validity period of the certificate and license to use the mark of conformity at least once a year in the form of periodic and unscheduled inspections, including testing of product samples and other checks necessary for confirmation, that the products sold continue to meet the established requirements confirmed during certification. The criteria for determining the frequency and scope of inspection control are the degree of potential danger of the product, production stability, output volume, the presence of a quality system, the cost of inspection control, etc.
Unscheduled inspections may be carried out in cases of receipt of information about complaints about product quality from consumers, trade organizations, as well as bodies carrying out public or state control for products for which a certificate has been issued.
Inspection control, as a rule, contains the following types of work:
Analysis of incoming information about certified products;
Creation of a commission to carry out control;
Carrying out tests and analyzing their results;
Registration of control results and decision-making.
The results of inspection control are documented in an act that evaluates the results of testing samples and other checks, makes a conclusion about the state of production of certified products and the possibility of maintaining the validity of the issued certificate.
The certificate is stored in the certification body, and its copies are sent to the applicant (manufacturer, seller) and to the organizations that took part in the inspection control. Based on the results of inspection control, the certification body may suspend or cancel the certificate (at the same time, it suspends or cancels the license to use the mark of conformity) in the event of product non-compliance with the requirements of regulatory documents controlled during certification, as well as in the following cases:
changes in the regulatory document for the product or test method;
changes in design (composition), completeness of products;
changes in organization and (or) production technology;
changes (non-compliance) with technology requirements, control and testing methods, quality assurance systems - if the listed changes may cause the product to fail to comply with the requirements controlled during certification.
The decision to suspend the validity of the certificate and license to use the mark of conformity is made if, through corrective measures agreed upon with the body that issued it, the applicant can eliminate the detected causes of non-compliance and confirm, without repeated testing in an accredited laboratory, the product’s compliance with regulatory documents. If this cannot be done, then the certificate is revoked and the license to use the mark of conformity is revoked.
Information about the suspension or cancellation of the certificate is brought to the attention of the applicant, consumers, Gosstandart of Russia and other interested participants in the certification system of homogeneous products by the body that issued it. The procedure and timing for providing this information are established by the procedure for certification of homogeneous products.
Corrective measures in case of violation of product compliance with established requirements and incorrect application of the mark of conformity.
When carrying out corrective actions, the certification body:
Suspends the validity of the certificate and the license to use the mark of conformity;
Informs interested certification participants specified in clause 3.7.7 of this Procedure;
Establishes a deadline for completing corrective actions;
Monitors the implementation of corrective measures by the manufacturer (seller).
Manufacturer (seller):
Determines the scale of identified violations: the number of products produced with violations, model, number and batch size;
Notifies consumers, the public, interested organizations about the dangers of using (operating) products.
Once corrective actions have been carried out and their results are satisfactory, the certification body:
Indicates to the manufacturer (seller) the need for new markings to distinguish the product before and after corrective measures, and in each specific case determines the nature and type of marking;
Informs interested certification participants specified in clause 3.7.7 of this Procedure.
If the manufacturer (seller) fails to take corrective measures or their ineffectiveness, the certification body revokes the certificate and revokes the license to use the mark of conformity.
The certification body provides the applicant, upon his request, with the necessary information within its competence.
LLC Travel Company "Infocenter"
The travel company "Infocenter" has been operating since 1995. Our profile is mass tourism. Working professionally with large flows of tourists and having a good understanding of the situation in the tourism market, we choose reliable airlines and the best hotels, and are able to offer ample recreation opportunities, organize a trip to a seminar or conference for groups of any size. We would like to present the main advantages of working with us.
Choice
We offer not only a wide selection of hotels from cheap 2-3* to chic modern 5*, but also provide the opportunity, in certain periods, to relax cheaply in expensive hotels or super cheaply in cheap ones.
Technologies
High technology tourism is not a dream for us, but a reality. Own unique Information system allows you to cope with large volumes, clearly track each tourist and significantly reduces the booking-confirmation process. We provide ample opportunities for online booking and analysis of the operational situation regarding the availability of seats on flights and in hotels.
Progressive commission system.
Starting to work with us from 10%, you can increase your commission when certain sales volumes are achieved.
Work without intermediaries
Only by monitoring the entire vacation of our tourists, from boarding the plane to checking into a hotel and excursion support, can you be sure of quality service. Therefore, in all countries and regions we have our own representative offices and offices, direct contracts with hotels, and our own charters.
Rules for the provision of tourist services at Infocenter LLC
GOST R certification system
Autonomous Non-Profit Organization
Institute of International Tourism
Certification body for tourism and hotel services
ROSS accreditation certificate RU 0001.12UI14
Document No. 25 F dated 04/18/02
APPLICATION
for certification
tourist services
1. Tour organization, hotel accommodation,
/Name of service/
LLC Travel Company “Infocenter”
/full name of the company providing the service/
634034, Tomsk, st. Sovetskaya, 84, office 306
/mailing address, code OKPO/
Director Milyaev Alexey Ivanovich
/position, surname, name, patronymic of the manager/
states that Organization of tours
Code OK 002-93 (OKUN) 061000
/name of service, code OKUN/
it turns out
Act of certification inspection tour. services provided by Infocenter LLC dated April 24, 2002 No. 00309; protocol for checking the results of the round. services provided by Infocenter LLC dated April 23, 2002 No. 00309-P
/name and details of the contractor’s documentation/
complies with the safety requirements established in
Regulatory Document GOST R 50690-2000 clauses 5.5.2,5.5.7.
/name and designation/
and asks for certification of this service to /standards and other normative documents/
compliance with the specified RD according to the scheme__ 2 ___________________________
/certification scheme number/
2. Communications Officer _ Karpov A. M.
/surname and phone number/
3. The applicant undertakes:
comply with all certification conditions;
ensure stability of the characteristics of certified services;
pay all costs for certification.
4.Additional information_______________________________________________________________
Head of the enterprise Milyaev A.I.
Chief Accountant Ostrovskaya O. L.
Personal signature Signature decryption
113035, Moscow, st. Sadovnicheskaya, 77, bldg. 2, p. 1, tel./fax: 913-83
Service Certification Body
Autonomous non-profit organization
"Institute of International Tourism"
ROSSRU.0001.12UI14
113035, Moscow, st. Sadovnicheskaya, 77, building 2, building 1
P R O T O C O L
enterprise readiness checks
for certification
LLC Travel Company "Infocenter"
(Business name)
634034, Tomsk, st. Sovetskaya, 84, office 306
(location address)
Expert_ Demchenko O.N.
on the basis of application No. 25 F dated 04/18/2000, the decision of the OS on the application dated 04/25/2000, the verification program and the contract for certification work, conducted a compliance check of tourism services mandatory requirements regulatory documents GOST R 50644-94, GOST R50690 - 2000, GOST R 50681 - 94 by examining documentation and checking the compliance of tourist services with established requirements.
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Name of service characteristics |
Actually (Underline whatever applicable) |
Compliance mark (Underline whatever applicable) |
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Service identification (according to scheme 2) |
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Safety technological process provision of services for: |
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Transportation, placement and storage of goods |
Complied with |
Compliant |
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Compliance of workplaces, equipment, inventory and packaging (each is checked workplace V trading floor and utility rooms) ND requirements |
Complied with |
Compliant |
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Compliance with expiration (service) dates of goods (selectively) |
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Compliance with equipment safety rules |
Complied with |
Compliant |
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Terms of Service Compliance |
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Illumination of workplaces Natural Combined Artificial |
Compliant Compliant does not match |
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Explosion proof |
Conclusion on explosion safety |
Compliant |
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Microclimate |
Conclusion of TsGSEPN |
Compliant |
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Placement of premises and compliance with requirements for them and others |
Residential building |
Compliant |
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Information on the number of service personnel and their qualifications |
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Professional development plan |
does not match |
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Availability job descriptions |
Compliant |
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Compliance of personnel with safety requirements for medical indicators |
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Availability of personal medical records, compliance with the schedule for medical examinations |
Compliant |
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Information about the goods and services sold: |
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certification information |
Compliant |
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Marking |
Compliant |
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|
Compliant |
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Brochures, passports, operating instructions |
Compliant |
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Information stand |
Compliant |
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Conclusion of the State Fire Inspectorate Inspection reports |
Compliant Compliant |
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Conclusion of TsGSEN Inspection reports |
Compliant does not match |
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Assortment list goods sold (underline as necessary) B) Non-food products:
IN) Tobacco products D) Others() |
Compliant |
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Agreements and inspection reports for elevators and pressure vessels |
Compliant |
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Acts of current inspections of regulatory organizations |
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State Trade Inspectorate |
Compliant |
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Compliant |
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Contracts for carrying out work on disinfection, disinfestation, deratization |
Compliant |
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Sanitary passport of the facility |
corresponds |
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Garbage removal contracts |
Compliant |
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Contracts and acts for repairs and Maintenance equipment (according to the attached nomenclature) A) from a licensed workshop B) with a master with a diploma |
Compliant Compliant |
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Contracts for inspection and repair of utility systems |
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Water supply |
Compliant |
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Heating |
Compliant |
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ventilation and air conditioning |
Compliant |
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Sewers |
Compliant |
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Security and fire alarm |
Compliant |
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Availability of an information stand and content of information for the consumer |
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Nomenclature of installed equipment by departments (sections) |
Compliant |
||
|
Certificates of verification of weighing equipment |
Compliant |
||
|
Availability of certificates of conformity (copies) or marks in shipping documents for goods sold or declarations of conformity (selectively) |
Compliant |
||
|
Availability and maintenance of a book of reviews and suggestions |
Compliant |
||
|
Audit Trail |
Compliant |
||
|
Health and safety briefing log |
Compliant |
||
|
Equipment operating instructions |
Compliant |
||
|
Safety instructions |
Compliant |
||
|
List of additional services provided by the store (according to the scheme _2 ___) |
delivery |
Compliant |
|
|
Availability of other organizational and methodological documents |
1. GOST 28681. 0-90 Standardization in the field of tourist and excursion services.
Basic provisions
This standard establishes the purpose, objectives, objects of standardization and the structure of a set of standards and other documents on standardization in the field of tourist and excursion services.
The standard applies to organizations and enterprises involved in standardization issues in the field of tourist and excursion services, regardless of their departmental affiliation.
2. GOSTR 50644-2009
Tourist services. Requirements for ensuring the safety of tourists
This standard establishes requirements for ensuring the safety of life, health, and property of tourists when traveling.
3. GOSTR50646-94 Services to the public. Terms and Definitions
This standard establishes terms and definitions of concepts in the field of standardization, certification and quality management in the field of services provided to the public.
The terms established by this standard are mandatory for use in all types of documentation and literature (for a given scientific and technical field) that are within the scope of standardization work and/or using the results of this work.
4. GOSTR 50681-94 Tourist and excursion services.
Design of tourist services
This standard establishes the procedure for developing documentation when designing tourism services and is intended for enterprises, organizations of various organizational and legal forms and citizen entrepreneurs providing tourism services.
5. GOSTR51185-2008Tourist services. Accommodation facilities. General requirements
This standard applies to accommodation facilities intended for tourists.
The standard sets General requirements to accommodation facilities and the services provided in them.
This standard is intended for use by organizations and individual entrepreneurs providing accommodation services.
Based on this standard, they can be developed regulations, establishing requirements for accommodation facilities specific types, including standards of organizations providing accommodation services.
6. GOSTR 50690-2000Tourist services. General requirements
This standard specifies general requirements for tourist services, requirements for the safety of services for life, the health of tourists, the safety of their property and environmental protection.
This standard applies to legal entities, regardless of their legal form and form of ownership, individual entrepreneurs providing tourism services.
7. GOSTR 52113-2003 Services to the public. Nomenclature of quality indicators
This standard establishes the procedure for selecting a nomenclature of service quality indicators in accordance with the goals of quality management, the nomenclature, classification of methods for monitoring and assessing service quality indicators. The provisions of this standard apply to services provided by enterprises of various organizational and legal forms, as well as individual entrepreneurs.
Based on this standard, regulatory documents can be developed for the selection of a range of quality indicators for services of homogeneous groups and specific types.
The standard can be used for voluntary certification of services.
8. GOSTR 51004-96 Transport services. Passenger Transportation. Nomenclature of quality indicators
This standard establishes a range of recommended quality indicators for passenger transportation carried out by all modes of transport common use, and basic provisions for the selection of indicators in accordance with the goals of managing the quality of passenger transportation and improving transport services to consumers.
Based on this standard, regulatory documents are being developed on the nomenclature of quality indicators for Passenger Transportation carried out certain types transport in international, long-distance, local communications, including suburban and intracity transport.
