ISO 22483:2020

INTERNATIONAL ISO
STANDARD 22483
First edition
2020-04
Tourism and related services — Hotels
— Service requirements
Tourisme et services connexes — Hôtels — Exigences du service
Reference number
©
ISO 2020
© ISO 2020
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Published in Switzerland
ii © ISO 2020 – All rights reserved

Contents Page
Foreword .v
Introduction .vi
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
4 Staff requirements . 2
4.1 General requirements . 2
4.2 Organizational structure and definition of responsibilities . 3
4.3 Training program . 3
4.4 Guest service . 3
4.5 Services and facilities for staff . 4
4.6 Subcontracted services . 4
4.7 Concessionaires . 4
5 Service requirements . 4
5.1 Information and communication . 4
5.2 Front desk services. 5
5.2.1 General requirements . 5
5.2.2 Reservation service . 6
5.2.3 Check-in service . 6
5.2.4 Check-out, settlement and departure . 7
5.2.5 Luggage handling . 7
5.2.6 VIP services . 7
5.3 Accommodation services . 8
5.3.1 General requirements . 8
5.3.2 Rooms . 8
5.4 Food and beverage services .10
5.4.1 General requirements .10
5.4.2 General requirements for buffet systems .11
5.4.3 Culinary offer .12
5.4.4 Service provision .12
5.4.5 Hotel kitchen facilities . .13
5.5 Ancillary services .14
5.5.1 General.14
5.5.2 Pools .14
5.5.3 Sauna/spa .15
5.5.4 Other ancillary services .15
6 Events organization requirements .15
7 Entertainment activities .16
8 Safety and security requirements .16
8.1 General requirements .16
8.2 Risk and accident prevention .16
8.3 Food safety .17
8.3.1 General.17
8.3.2 Personal hygiene .17
8.3.3 Reception of food products .17
8.3.4 Storage of food products .17
8.3.5 Preparation .18
8.3.6 Waste treatment .19
8.4 Health safety .19
8.5 Security of people and assets .20
8.6 Safety of buildings and facilities .20
8.7 Fire protection .20
8.8 Emergency management .21
9 Maintenance requirements .21
9.1 General requirements .21
9.2 Buildings and outdoor areas .21
9.3 Equipment .22
10 Cleanliness requirements .22
10.1 General requirements .22
10.2 Cleaning plan .22
10.3 General .22
10.4 Cleaning of common areas .22
10.5 Cleaning of rooms .24
10.5.1 General requirements .24
10.5.2 Cleaning of occupied rooms .24
10.5.3 Cleaning of rooms after check-out .25
10.5.4 Deep cleaning program .25
10.6 Linen and laundry cleaning .25
11 Supply management .26
12 Guest satisfaction and feedback compilation.26
Annex A (informative) List of possible categories and breakfast buffet products .27
Bibliography .29
iv © ISO 2020 – All rights reserved
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