旅游饭店星级评定标准：中外差异与“弃星”现象解析

doi:10.12054/lydk.bisu.262

摘要/Abstract

摘要：

作为饭店业首个国家标准，中国旅游饭店星级标准为饭店业的规范化运营提供了积极引导与有效监督。然而，近年来，该标准对饭店的指导作用却被不断削弱，甚至受到诸多质疑，这一现象并未引起学界的充分关注。本研究采用质性研究方法，对比分析中外旅游饭店的星级评定标准，在识别二者差异的基础上，进一步探究星级评定标准作用被削弱的根本原因。研究发现：（1）中外星级标准存在差异，表现在规则、内容、结构与考评过程4个方面，相较于国际星级标准，中国星级标准因内容滞后而逐渐失去对饭店运营的指导作用；（2）中国星级饭店“弃星”现象主要受治理方式、市场环境、星标问题与消费需求等方面的影响，在国际饭店品牌的冲击下逐渐升级成为行业的共性问题。本研究首次将中国星标与国际星标进行比较，并结合饭店实际情况找出星标作用被削弱的深层原因，旨在为饭店业转型升级提供有益启示。

关键词: 饭店星级标准; 星级评定; 比较研究; 中外差异

Abstract:

As the first national standard for the hotel industry in China, the hotel star rating standards have played a pivotal role in promoting standardized operations and effective supervision. However, in recent years, the guiding influence of these standards has been progressively diluted and even questioned, a phenomenon that academia has yet to fully explore. This research employs qualitative methods to compare and analyze the hotel star rating standards of China with those of international markets. By identifying key differences, it investigates the root causes behind the weakened impact of these standards. Key findings: (1) Discrepancies in Standards: Significant differences exist between Chinese and international hotel star rating standards in terms of regulations, content, structure, and evaluation processes. Compared to international standards, Chinese standards have become outdated, diminishing their effectiveness in guiding hotel operations. (2) The“de-star”Phenomenon: The trend of Chinese star-rated hotels abandoning their stars is influenced by governance methods, market dynamics, issues with the star rating system itself, and changing consumer demands. This trend has intensified with the entry of international hotel brands, evolving into a common challenge across the industry. This study is the first to compare Chinese and international hotel star ratings in depth, correlating these findings with real-world hotel operations to unearth the deeper reasons for the declining role of star ratings. It aims to offer valuable insights for the transformation and upgrading of the hotel industry.

Keywords: hotel star rating standards; star rating evaluation; comparative study; China-International differences

中图分类号:

曾国军, 桑安娜, 林家惠, 吴睿涵. 旅游饭店星级评定标准：中外差异与“弃星”现象解析[J]. 旅游导刊, 2024, 8(6): 1-27.

ZENG Guojun, SANG Anna, LIN Jiahui, WU Ruihan. Standards for Hotel Star Ratings: Analysis of Differences between Chinese and International Markets and the “De-Star” Phenomenon[J]. Tourism and Hospitality Prospects, 2024, 8(6): 1-27.

图/表 11

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编号 Serial number	职位/职称 Position/Title
I-1	省级星评员、广东省酒店行业协会秘书长
I-2	省级星评员、广东省酒店行业协会副秘书长
I-3	国家级星评员、广东省文旅厅领导
I-4	市级星评员、中国旅游协会教育分会副会长、中山大学教授
I-5	上海星硕酒店管理咨询有限公司首席咨询官、中国旅游饭店业协会专家委员会委员
I-6	上海新城控股集团酒店管理公司总经理
I-7	上海国资饭店总经理
I-8	国资业主公司总经理
I-9	国资饭店副总经理
I-10	国资饭店部门经理
I-11	国家级星评员、北京第二外国语学院教授
I-12	国家级星评员、南沙国资饭店总经理
I-13	省级星评员、北京外资饭店部门经理
I-14	广州外资饭店部门经理
I-15	广州外资奢华饭店部门经理
I-16	上海碧桂园饭店部门经理
I-17	市级星评员、北京外资饭店部门经理
I-18	北京外资饭店部门经理
I-19	开元饭店集团总监
I-20	上海锦江饭店集团总监
I-21	广州外资饭店集团总监
I-22	广州外资奢华部门总监
I-23	成都外资奢华饭店部门总监
I-24	广州外资奢华饭店总经理
I-25	外资地产公司中国区总经理

编号 Serial number	职位/职称 Position/Title
I-1	省级星评员、广东省酒店行业协会秘书长
I-2	省级星评员、广东省酒店行业协会副秘书长
I-3	国家级星评员、广东省文旅厅领导
I-4	市级星评员、中国旅游协会教育分会副会长、中山大学教授
I-5	上海星硕酒店管理咨询有限公司首席咨询官、中国旅游饭店业协会专家委员会委员
I-6	上海新城控股集团酒店管理公司总经理
I-7	上海国资饭店总经理
I-8	国资业主公司总经理
I-9	国资饭店副总经理
I-10	国资饭店部门经理
I-11	国家级星评员、北京第二外国语学院教授
I-12	国家级星评员、南沙国资饭店总经理
I-13	省级星评员、北京外资饭店部门经理
I-14	广州外资饭店部门经理
I-15	广州外资奢华饭店部门经理
I-16	上海碧桂园饭店部门经理
I-17	市级星评员、北京外资饭店部门经理
I-18	北京外资饭店部门经理
I-19	开元饭店集团总监
I-20	上海锦江饭店集团总监
I-21	广州外资饭店集团总监
I-22	广州外资奢华部门总监
I-23	成都外资奢华饭店部门总监
I-24	广州外资奢华饭店总经理
I-25	外资地产公司中国区总经理

星评指标 Indicators of star rating		星评分值要求 Requirements of star rating
必备检查	所有参评饭店必须达到相应的必备条件方可进入后续评分流程
设施设备（总分630分）	三星级达标值	220分
	四星级达标值	320分
	五星级达标值	420分
饭店运营质量（总分600分）	三星级达标值	70%
	四星级达标值	80%
	五星级达标值	85%

星评指标 Indicators of star rating		星评分值要求 Requirements of star rating
必备检查	所有参评饭店必须达到相应的必备条件方可进入后续评分流程
设施设备（总分630分）	三星级达标值	220分
	四星级达标值	320分
	五星级达标值	420分
饭店运营质量（总分600分）	三星级达标值	70%
	四星级达标值	80%
	五星级达标值	85%

星评指标 Indicators of star rating	星评分值要求 Requirements of star rating
服务占比	67%
设施占比	30%
宾客体验占比	3%
总分受推荐达标值	72%
总分四星级达标值	82%
总分五星级达标值	90%