JT/T 1294-2019Services specifications of cruise terminal (English PDF)

Foreword

This standard is in accordance with GB/T Draft the rules given in 1-2009.

This standard was proposed and managed by the National Port Standardization Technical Committee (SAC/TC 530).

This standard was drafted. Shanghai University of Engineering and Technology, Shanghai Wujingkou International Cruise Port Development Co., Ltd., Ministry of Transport, Water Transport Science Research Institute, Shanghai Communications Commission.

1 Scope

This standard specifies general requirements for cruise port services, as well as requirements for facilities, equipment, signs, service personnel, and operating services.

This standard applies to the service and management of cruise ports.

2 Normative references

The following documents are essential for the application of this document. For dated references, only the dated version applies to this article Pieces. For undated references, the latest version (including all amendments) applies to this document.

GB 5749 Sanitary Standards for Drinking Water GB/T 10001. 1 Public information graphic symbols Part 1. General symbols GB/T 10001. 2 Public Information Graphic Symbols for Signs Part 2. Tourism and Leisure Symbols GB/T 15566. 1 Principles and requirements for setting up a public information-oriented system Part 1. General GB/T 16311 Road traffic marking quality requirements and testing methods GB/T 18883 Indoor Air Quality Standard Classification and evaluation of quality grades of GB/T 1873 tourist toilets GB/T 20501. 1 Design principles and requirements for the guiding elements of public information-oriented systems Part 1. General GB/T 3366 Guidelines for the Barrier-free Design of Urban Public Transportation Facilities GB/T 34316 Technical requirements for port security systems JT S 165 General design code for seaports JT S 170 Design Specifications for Cruise Terminals JT J 296 Code for Design and Construction of Port Roads and Yard Pavements

3 Terms and definitions

The following terms and definitions apply to this document.

Cruise

Maritime ships with alignment and regular navigation, as well as facilities for living, entertainment, shopping, etc., which are mainly used for tourists' leisure and vacation.

Note. JT S 170-2015, definition 2. 0. 1.

Cruise visit port port of call the port mainly serving cruise ships has the basic functions of berthing, embarkation of tourists and crew.

Note. Rewrite JT S 170-2015, definition 2. 0. 2.

Port of departure of the cruise port of departour Ports that mainly serve cruise ships and take into account the port where the cruise ships are anchored, with cruise berths, passengers and crew on and off the ship, cruise supply, garbage Functions such as water treatment, visitor clearance, baggage drop-off and crew service.

Note. Rewrite JT S 170-2015, definition 2. 0. 3.

JT/T 1294-2019

Cruise home port home port Cruise ship departure port with large passenger scale, complete service functions and high concentration of urban cruise-related industries is the operation of the cruise company in addition to the basic functions of the departure port of a cruise ship, the base should also have functions such as cruise ship maintenance and cruise ship company operation management.

4 General requirements

4.1 Management

4. 1. 1. The cruise port operating unit shall formulate corresponding rules and regulations in accordance with the actual situation of the enterprise, including, but not limited to, the following systems.

a) the safety management and assessment system of the port area;

b) equipment management system in the port area;

c) port sanitation and environmental management system;

d) port area staff management system;

e) Production operation system in the port area;

f) Port area emergency management system.

4.1.2 The cruise port operating unit shall do a good job of maintenance of various facilities and equipment to ensure normal use.

4.1.3 The cruise port operating unit shall provide public transportation service guide and complaint telephone.

4.1.4 The cruise port operating unit shall provide professional training for management and service personnel, and shall not be employed until passing the assessment.

4.1.5 Port workers should wear labor protection articles and work clothes in accordance with regulations.

4.1.6 The cruise port operating unit shall provide tourists with relevant tourist information on the destination port of the cruise.

4.2 Environmental hygiene

4.2.1 All equipment and facilities in the port area shall be clean and tidy and free from debris.

4.2.2 The restrooms in the port area shall meet the requirements of the Class A or higher standard in GB/T 18973.

4.2.3 The ground in the terminal building should be clean and dry without stains.

4.2.4 The air quality of the terminal shall meet the corresponding requirements of GB/T 1888.

5 Facilities and equipment

5.1 Transportation in Minato

5.1.1 The road transportation facilities of cruise ports should meet the requirements of JT S 170 collection and transportation, and should be set up with cruise ships in accordance with the selection of tourists' traffic modes.

The wharf is designed with roads, transportation stations, and other transportation facilities suitable for the amount of tourists.

5.1.2 The lanes/sidewalks/sides of the lanes are smooth and non-destructive, and the luggage trolleys travel smoothly and safely, in accordance with the relevant regulations of JT S 165 and JT J 296

5.1.3 Barrier-free transportation facilities in the port area shall meet the relevant requirements of GB/T 3360.

5.1.4 The cruise port shall provide parking lots according to the conditions of the port area and surrounding roads, and shall meet the following requirements.

a) There are not less than 2 entrances and exits in the entry and exit passages, and not less than 3 entrances and exits when there are more than 500 parking spaces;

b) Barrier-free parking spaces are located near the main entrances and exits of the terminal.

5.1.5 Rail transit and bus pick-up and drop-off stations shall meet the relevant requirements of JT S 170.

5.1.6 For cruise ports with a distance of more than 1km from public transportation, the port management unit shall provide shuttle buses and meet the following requirements.

a) Provide operating schedules, travel guides and other tourist information at the Information Service;

b) announcement of service supervisory telephone numbers at stations and prominent locations in cars;

JT/T 1294-2019

c) Keep the car body clean, and the seat and seat cover of the car should be free from stains.

5.1.7 Vehicles entering and leaving the cruise port should be sorted and guided according to tourist buses, taxis, private cars, and supplies vehicles, and road signs should be set up.

Line to avoid mixed flow and keep traffic flowing.

5.2 Terminal

5. 2. 1. The terminal shall be provided with functions such as ticketing, security check, port inspection, baggage handling, shopping, etc., and shall meet the requirements of JT S 170.

5.2.2 In the terminal, there should be seats for rest and waiting in the waiting areas, shopping and other functional areas. The seats provided should meet the following requirements.

a) The layout spacing is reasonable and orderly;

b) firm, safe, comfortable, clean and tidy;

c) Set up designated seats for special groups such as the elderly, pregnant women, children, and the disabled.

5.2.3 The terminal should provide a complete water supply system, and the water quality should meet the relevant requirements of GB 5749, and should meet the following requirements.

a) Equipped with automatic drinking water facilities to provide drinking water for tourists;

b) The bathroom wash basins provide hot and cold water.

5.2.4 The intact rate of the weak current system guaranteed by the terminal is not less than 98%.

5.2.5 Facilities and equipment should be repaired in time if there is a failure.

5.2.6 The terminal shall provide luggage trolleys for tourists in designated areas and shall meet the following requirements.

a) The luggage trolleys are intact and tidy, the number is suitable for the number of tourists, and the parking area has obvious signs and instructions for use;

b) the luggage trolley can reach the parking area and the luggage room;

c) After the tourists have finished using the luggage, the luggage carts should be parked in a clearly marked place in a timely manner.

5.2.7 The terminal shall provide communication and information services and shall meet the following requirements.

a) multimedia self-service query and public information display system in the terminal;

b) the information displayed is updated in a timely manner;

c) The location is reasonable to facilitate tourists' inquiry.

5.2.8 The terminal should provide tourists with currency exchange, WiZFi, storage and other services, and should provide fax, photocopying, printing, and lost property services for tourists.

Services such as pick-up, duty-free shops, departure tax rebates, and maternity rooms.

5.3 Broadcast

Public area broadcast coverage shall be 100% and shall meet the following requirements.

a) provide broadcasts of cruise dynamic information, service information, special announcements and emergency information;

b) the language of broadcasting is accurate, clear, natural and fluent, and moderate in speed;

c) The broadcasting terminology is unified, the sentences are easy to understand, and the broadcast content is updated in a timely manner.

5.4 counter

5.4.1 The location of the inquiry counter should be reasonable and easy to see.

5.4.2 Priority service counters such as the elderly, the sick, the disabled, and the pregnant should be set up.

5.4.3 A meter line should be set up in front of the ticket counter with text prompts.

5.4.4 Ferry ticket printing equipment should be provided.

5.4.5 It is advisable to set up a query system that is unified and synchronized with the cruise ship display system information.

6 Sign identification

6.1 Basic requirements 6. 1. 1. The signs shall be standardized, clear, eye-catching, intact, tidy, and uniform in color.

JT/T 1294-2019

6.1.2 Guiding signs, location signs and safety warnings shall be provided at obvious locations of public infrastructures such as cruise port access routes and terminals Sign.

6.1.3 The setting of guide signs should meet GB/T 10001. 1. GB/T 10001. 2. GB/T 15565. 1 related requirements.

6.1.4 The design of signs and elements shall meet GB/T 20501. Relevant requirements of paragraph 1, the term design specification, and the annotations are concise and clear.

6.1.5 The signs should be installed securely, and there should be no potential danger to tourists.

6.2 Minato-ku traffic sign 6. 2. 1. The traffic signs in the port area shall meet the relevant requirements of GB/T 1611.

6.2.2 The port area shall set up a complete traffic flow guidance map, and shall provide prominent vehicle guidance signs such as shuttle buses, taxis, and buses.

6.2.3 The roads in the port area shall be provided with reasonable lanes of vehicles and pedestrians, marked with clear lane lines, pedestrian lines and driving directions, speeds, and no parking Sign.

6.2.4 Parking signs shall meet the following requirements.

a) The parking berth line shall be set with a mark and number;

b) The entrance and exit of the parking lot shall be provided with safety warning signs;

c) The parking lot shall be provided with parking instruction signs.

6.3 Minato Warn Sign

6.3.1 Corresponding warning signs shall be set up in restricted areas of the port area.

6.3.2 Chinese and foreign language bulletin boards and pictures that are strictly forbidden to be checked or carried shall be displayed.

6.3.3 In case of failure of facilities and equipment, a decommissioning warning shall be set up in time.

6.4 Accessibility signs Barrier-free accessibility signs shall meet the relevant requirements of GB/T 3360.

7 Service staff

7.1 Basic requirements 7. 1. 1. Observe professional ethics, perform due diligence, take an active and enthusiastic service, and answer tourist inquiries patiently.

7.1.2 Staff should have basic foreign language communication skills.

7.1.3 A service manual should be prepared.

7.2 appearance

7.2.1 Service personnel should wear uniform work clothes when they are on duty.

7.2.2 Clothing is neat and generous.

7.2.3 When wearing a work ID card (brand) containing work ID, name, unit, etc., you should not wear accessories other than those specified.

7.2.4 Natural appearance and dignity during the post.

7.3 courtesy

7. 3. 1. The service attitude is proactive, civilized and polite, the word "please" takes the lead, and the word "thank you" is casual.

7.3.2 When talking to tourists, always smile, do not quarrel with tourists, have priority.

7.3.3 When meeting visitors in corridors, aisles, elevators or events, you should take the initiative to be polite.

7.3.4 When talking to tourists, pay attention to the listening and standing postures, keep your waist straight, look at the tourists, and answer the tourists with clear and concise sentences.

JT/T 1294-2019

7.4 Service language the service staff speaks Mandarin while serving, the language is clear, the tone is intimate, the volume is moderate, and the expression is accurate.

8 Operational Services

8.1 Ticketing Service

8.1.1 Staff should provide ticketing services.

8.1.2 The cruise company started ticketing services within 120 minutes after all the previous batch of tourists had left the ship.

8.1.3 The staff shall provide guidance for the ticketing of tourists, so as to promptly guide the ticketing tourists to avoid congestion.

8.1.4 The cruise port shall have special personnel to monitor and adjust the ticket counters.

8.2 Checked baggage

8.2.1 The staff shall prompt the tourists to check their luggage in accordance with the rules of luggage transportation and shall meet the following requirements.

a) promptly contact the port security personnel when the contraband is checked;

b) check whether the tourists hang luggage tags and signs, and correct or contact the tourists in time;

c) Verify the number of tourists' luggage, record the ledger, and check with the ship in time after the baggage is checked.

8.2.2 The baggage check-in operator arrived at the post one hour before the customs clearance to arrange the work site.

8.2.3 Baggage that does not meet the conditions for check-in will not be accepted. Contact port staff or tourists in a timely manner.

8.2.4 The baggage handling staff should handle the baggage gently to prevent damage. If the luggage is damaged, the tourist should be notified to communicate with the shipping company customer service Coordinated processing.

8.2.5 According to the needs of the shipping company (the name of the berthing vessel and the color/number of the luggage), the luggage is stacked.

8.2.6 For tourists who cannot find their luggage, etc., the staff should assist the tourists in finding their luggage, with a correct attitude and civility.

JT/T 1294-2019