GB/T 26992-2011Specification for services on theme park (English PDF)

1 Scope

This Standard specifies the term and definition, basic requirements, theme scenes, service delivery, safety and emergency, complaint handling and satisfaction evaluation for services on theme parks. This Standard applies to services and management of theme parks.

2 Normative references

The following referenced documents are indispensable for the application of this document. For dated references, only the edition cited applies. For undated references, the latest edition of the referenced document (including any amendments) applies.

GB/T 16767 Service quality in the amusement park

GB/T 19095 The classification signs for municipal solid waste

3 Term and definition

For the purpose of this document, the following term and definition apply.

4 Basic requirements

4.1 It shall carry out project planning and construction and event planning and organization around one or several theme elements, so as to obtain novel design, unique planning, theme cultural atmosphere and tour clues, to make tourists to have new experiences and feelings.

4.2 With the help of various means and activity forms of cultural arts and modern science and technology, tourists can experience one or several specific theme cultural elements of natural resources and human resources, experience the theme cultural connotation, and realize the integration of tourism and culture.

4.3 It shall provide recreational activities with diverse ways of participation, story scenes embodying the theme, performances and events with diverse forms, personalized merchandise and specialty catering, so that tourists can enjoy the joy, fun and leisure that are different from everyday life.

4.4 It shall provide services that encourage tourists to participate in interactions and experiences, and embody thematic cultural characteristics in the service process.

5 Theme scenes

5.1 It shall create landscape atmosphere and ecological environment with thematic cultural characteristics.

5.2 It should have a mascot and a corporate identity logo with independent creativity and self-own intellectual property rights, which shall be able to be widely used.

5.3 The shape, color and material of all kinds of buildings shall be coordinated with the theme cultural characteristics, and shall be regularly maintained to ensure that there is no dirt and no peeling.

5.4 The support infrastructure (including transmission, communication lines, water and gas pipelines, etc.) shall be concealed or beautified.

5.5 Under the premise of ensuring safety, the service facilities such as amusement projects and sightseeing transportation tools shall be subjected to theme cultural characteristics packaging, to create theme special scenes.

5.6 Lighting fixtures, garbage bins, fences at all levels, text and graphic signs, notice boards and billboards, tourist rest facilities, etc. shall have artistic features that are in harmony with the theme culture.

5.7 It shall develop and provide a series of commemorative items associated with the theme culture. the exit of large-scale amusement projects.

6 Service delivery

6.3.4 The participation rules, operating methods and related precautions shall be introduced to the tourists by service personnel or by means of film and television broadcast. It shall discourage those who do not meet the requirements.

6.3.5 During the operation of the amusement project, special personnel shall be equipped for on-site management, paying attention to the dynamics of tourists. In the event of serious adverse reactions of tourists, it shall stop operating immediately, explain the event and provide assistance.

6.3.6 The service personnel of water amusement projects shall report the weather changes at any time, and guide the tourists to avoid the wind and rain or take other protective measures in case of bad weather.

6.3.7 It should set up an area for tourists to watch and interact with project participants in suitable places around the amusement project.

7 Safety and emergency

7.4 Limited spaces such as performance place shall be kept open, and the number of tourists shall be restricted according to regulations to avoid crowding.

7.5 For animal performances, floats, etc., it shall take targeted and effective security measures.

7.6 It shall equip with an electronic video surveillance system to achieve full coverage of security monitoring.

7.7 It shall develop emergency assistance plans for various possible emergencies and accidents such as large-scale blackouts, equipment failures, accidental casualties and excessive tourists in peak period.

7.8 It shall develop response procedures and disposal methods for various emergencies and accidents, and identify responsible departments and responsible persons.

7.9 It shall equip with personnel, place and facilities required for the implementation of the plan, and regularly organize staff training, drills or reviews.

7.10 In case of emergency or accident, it shall respond promptly, start the plan, record accurately and completely, and review and improve the effectiveness of the plan.

7.11 It shall set up an infirmary with medical equipment such as first aid kits and emergency stretchers.

8 Complaint handling and satisfaction evaluation