-Hainan Tourism Industry Warm Heart Service Measures
In order to provide tourists with a full range of high-quality tourism services, to create a ‘to “warm heart” service to welcome customers, to “warm heart” service to retain customers,’ a good tourism environment, and further enhance the quality of tourism services, especially the development of warm heart service measures.
I. Public service guarantees Warm-hearted service measures
(1) Enhancing Inbound Tourism Facilitation
Enhance the convenience for foreign tourists and residents of Hong Kong, Macao and Taiwan to book scenic spot tickets, purchase bus (boat) tickets and register for accommodation with valid documents. Enhance the compatibility and efficiency of overseas bank cards and various electronic payment methods to provide international tourists with a more convenient travelling experience.
(2) Improvement of public services for the convenience of the people
Visitor service centres, caring service stations and other convenient public service spaces are widely distributed in A-class tourist attractions and star-rated hotels to provide rental services such as medical kits, wheelchairs and prams, as well as luggage storage services, so as to ensure that tourists are provided with convenience during their journeys.
(3) Optimising tourist toilet facilities
Guiding cities and counties to continuously optimise the layout of tourism toilets, promoting facilities such as mobile toilets and new-energy toilets in places such as A-class tourist attractions, coconut-level rural tourist spots, tourist resorts, and along tourist highways around islands, and marking and navigating them on map navigation software to enhance the experience of tourists in toilets.
(4) Optimising services such as baggage storage
Luggage storage points or self-service cabinets for bulky luggage have been set up in areas such as popular attractions, key business districts, airports and railway stations to provide tourists with more flexible and convenient luggage storage options and reduce the burden of travelling.
(5) Explore the ‘Easy Travel’ baggage service check-in model
Adopting a market-based approach to transporting tourists‘ baggage to airports, railway stations and other transport hubs, to realise the separation of tourists’ actions from their baggage, and to adapt to the needs of new forms of tourism, such as CityWalk.
(6) Enhanced holiday parking protection
During important holidays, important events and other time nodes, encourage and support government agencies, enterprises, institutions, hotels and other corporate car parks, public car parks open to visitors free of charge, and set up obvious guide signs to effectively alleviate parking difficulties.
(7) Tolerance of traffic offences
Explore the possibility of the Traffic Control Department adopting a persuasive and education-based approach to dealing with minor traffic violations such as illegal parking, driving into one-way streets and breaking into no-go zones by foreign tourists within the local area, in accordance with the law, so as to create a more tolerant and harmonious tourism environment.
(8) Developing volunteering activities
Tourism volunteers are organised to carry out volunteer service activities at airports, railway stations, key tourism enterprises and other tourist-concentrated areas, providing tourists with a full range of volunteer services such as trouble-shooting, travel tips, luggage storage, timed explanations and civilised counselling, so as to enhance the travel experience of tourists.
(9) Strengthening tourism public information services
Send landing welcome SMS to tourists coming to Hainan, conveying the cultural atmosphere and humanistic care of Hainan's hospitality. Open up the hotline of the tourism and cultural sector, respond to visitors' concerns in a timely manner, and provide visitors with more caring and professional services.
(10) Issuing warm tips for travelling on holidays
During major holidays and major exhibitions and activities, warm travel tips are dynamically issued to tourists, conveying warm tips on weather, traffic and safety warnings, guiding tourists to travel scientifically and in a staggered manner, and providing reference for tourists to travel smoothly.
(11) Launch of the Warm Heart Service Theme Programme
Increase tourism publicity and promotional activities, joint airlines, tourist attractions and hotels, etc. to launch a ‘tourism package’, to create a complex tourism products, to meet the diversified tourism needs of tourists.
(12) Enrichment of cultural and tourism consumption activities
Encourage localities to carefully plan cultural and tourism themed consumption promotion activities around holidays and peak consumption seasons, and organise various kinds of special activities, such as cultural festivals, folk performances and sports events, to increase tourists' participation and sense of experience.
II. Industry associations Warm-hearted service guidance measures
(13) Establishment of a self-regulatory mechanism for travel-related industries
The travel-related industry associations have jointly issued an industry self-discipline convention closely centred on the theme of warm service, guiding tourism enterprises to strengthen self-restraint and self-management, and building a benign ecology of self-discipline and self-improvement within the industry.
(14) Signing of the Warm Service Pact
Travel-related professional associations have linked up with tourism enterprises to sign the Warm Heart Service Convention to ensure that the services and products provided by tourism enterprises strictly follow the industry standards and meet the reasonable expectations of consumers.
(15) Release of holiday consumer information
Travel-related industry associations give full play to their leading and coordinating role in the industry, actively integrating and releasing promotional information on series of travel industry products and activities, preferential discounts, special packages, and time-limited activities, so as to help enhance the vitality of the tourism consumption market.
(16) Carrying out warm service initiatives
Travel-related industry associations put forward specific, feasible and efficient warm service initiatives for the segmented tourism industry, and carry out warm price and warm service initiatives for their members to promote the overall improvement of the quality of tourism services.
III. Innovative Measures for Warm Hearted Services of Tourism and Cultural Enterprises and Institutions
(17) Strengthening infrastructure development and maintenance
Enhance the maintenance of transport, safety and other infrastructure of tourism and cultural enterprises and institutions to ensure that tourists can visit conveniently and safely. Setting up eye-catching reminder signs at key locations to remind visitors to pay attention to safety, protect the environment and travel in a civilised manner. Setting up facilities such as third toilets, mother and baby rooms and barrier-free access to care for special groups.
(18) Upgrading the protection of tourism services
The Visitor Service Centre provides visitors with services such as charging, resting, drinking water, luggage storage and tourism consulting, etc. to meet the basic needs of tourists in an all-round way. The infirmary is equipped with all kinds of emergency medicines and medical supplies to meet the emergency needs of tourists.
(19) Providing a convenient booking experience
Promote the facilitation of the hotel reservation process and advocate the free cancellation policy on the day before check-in, so as to facilitate tourists to flexibly adjust their itinerary planning. Simplify the processes of booking, payment and e-ticket acquisition for tourists, and support the automatic generation of e-tickets online, so as to reduce unnecessary service links and enhance overall service efficiency.
(20) Focus on visitor orientation services
Encourage employees of tourism enterprises to dress in uniform and greet every visitor with a warm smile. Additional professional guides will be set up in areas of potential safety hazards to guide tourists to queue up in an orderly manner. Tourist attractions and cultural and museum venues are required to set up bilingual guide maps, mark special routes, and provide convenient telephone counselling, rescue and service hotlines.
(21) Provision of diversified facilitation services
Tourist attractions and cultural and museum venues provide online ticketing, on-site ticketing and other ticketing methods. Provide self-service tours by using modern technological means such as QR codes, self-service tour guiding machines and AR/VR technology. Provide multi-language interpretation services, as well as multi-language versions of brochures and guide maps, etc., to meet the language needs of different tourists and demonstrate the international service level.
(22) Delayed and staggered opening of services
Tourist attractions and cultural and museum venues take into full consideration the visiting habits and needs of tourists, and reasonably plan their opening hours, such as extending opening hours on weekends and holidays to meet the needs of tourists. During specific holidays or thematic activities, they will implement extended and staggered opening hours and increase the number of night-time visits.
(23) Implementing the ‘free, reduced and favourable’ policy for admission tickets
Tourist attractions have implemented a policy of granting preferential entrance fees to specific groups such as children, students, the elderly, active-duty military personnel, firefighters and rescue personnel, and persons with disabilities.
(24) Implementation of actions to care for special groups
Encouraging tourism enterprises to provide special services such as priority ticketing and voluntary transport for the elderly, the disabled, pregnant women and other special groups. Attention has been paid to the ‘digital divide’ among the elderly, with offline ticketing channels retained, offline volunteer service points for the elderly set up, and telephone counselling service lines opened.
(25) Focus on emotional care services
Understand in-depth the preferences, needs and expectations of tourists, pay attention to the emotional needs of tourists, and provide customised care services and greetings. Encourage conditional tourism enterprises to set up psychological counselling rooms, equipped with professional counsellors, to provide psychological guidance and emotional support for tourists.
(26) Focusing on the selection of guided tours
Travel agents are required to select tour guides who are well-trained, experienced and have good communication skills to provide professional services to tourists.
(27) Personalised value-added travel services
Equip tour buses with all kinds of medicines in case of emergency. Provide transport route maps, local food lists and special catering recommendations and booking services for tourists travelling on their own to meet their individual needs.
(28) Personalised value-added services for tourism catering
Focus on the quality and taste of catering and provide a diverse range of menu choices. Focus on guests' dietary preferences and habits, recommend suitable dishes for guests, and provide services for special dietary needs.
(29) Personalised value-added services for tourism hotels
Integrate tourism resources around the hotel and provide tourists with one-stop comprehensive services such as consultation, booking and transport to create a convenient travel booking experience. Provide tourists with customised gifts, arrange exclusive parent-child interaction activities or cultural experience activities, etc., so that tourists can feel the heart and attention of the hotel industry.
(30) Focus on the protection of the rights and interests of tourists
In the face of tourist complaints or disputes, upholding the principle of justice and fairness, immediately respond to and actively communicate with tourists to negotiate, take the initiative to inform the Hainan ‘first compensation’ mechanism, to achieve 3 minutes to accept, 30 minutes to deal with, 48 hours to deal with tourism consumer complaints, and comprehensively promote the integrity of the mechanism, to create ‘peace of mind consumption in Hainan’ brand.
-Hainan Tourism Industry Warm Heart Service Measures
In order to provide tourists with a full range of high-quality tourism services, to create a ‘to “warm heart” service to welcome customers, to “warm heart” service to retain customers,’ a good tourism environment, and further enhance the quality of tourism services, especially the development of warm heart service measures.
I. Public service guarantees Warm-hearted service measures
(1) Enhancing Inbound Tourism Facilitation
Enhance the convenience for foreign tourists and residents of Hong Kong, Macao and Taiwan to book scenic spot tickets, purchase bus (boat) tickets and register for accommodation with valid documents. Enhance the compatibility and efficiency of overseas bank cards and various electronic payment methods to provide international tourists with a more convenient travelling experience.
(2) Improvement of public services for the convenience of the people
Visitor service centres, caring service stations and other convenient public service spaces are widely distributed in A-class tourist attractions and star-rated hotels to provide rental services such as medical kits, wheelchairs and prams, as well as luggage storage services, so as to ensure that tourists are provided with convenience during their journeys.
(3) Optimising tourist toilet facilities
Guiding cities and counties to continuously optimise the layout of tourism toilets, promoting facilities such as mobile toilets and new-energy toilets in places such as A-class tourist attractions, coconut-level rural tourist spots, tourist resorts, and along tourist highways around islands, and marking and navigating them on map navigation software to enhance the experience of tourists in toilets.
(4) Optimising services such as baggage storage
Luggage storage points or self-service cabinets for bulky luggage have been set up in areas such as popular attractions, key business districts, airports and railway stations to provide tourists with more flexible and convenient luggage storage options and reduce the burden of travelling.
(5) Explore the ‘Easy Travel’ baggage service check-in model
Adopting a market-based approach to transporting tourists‘ baggage to airports, railway stations and other transport hubs, to realise the separation of tourists’ actions from their baggage, and to adapt to the needs of new forms of tourism, such as CityWalk.
(6) Enhanced holiday parking protection
During important holidays, important events and other time nodes, encourage and support government agencies, enterprises, institutions, hotels and other corporate car parks, public car parks open to visitors free of charge, and set up obvious guide signs to effectively alleviate parking difficulties.
(7) Tolerance of traffic offences
Explore the possibility of the Traffic Control Department adopting a persuasive and education-based approach to dealing with minor traffic violations such as illegal parking, driving into one-way streets and breaking into no-go zones by foreign tourists within the local area, in accordance with the law, so as to create a more tolerant and harmonious tourism environment.
(8) Developing volunteering activities
Tourism volunteers are organised to carry out volunteer service activities at airports, railway stations, key tourism enterprises and other tourist-concentrated areas, providing tourists with a full range of volunteer services such as trouble-shooting, travel tips, luggage storage, timed explanations and civilised counselling, so as to enhance the travel experience of tourists.
(9) Strengthening tourism public information services
Send landing welcome SMS to tourists coming to Hainan, conveying the cultural atmosphere and humanistic care of Hainan's hospitality. Open up the hotline of the tourism and cultural sector, respond to visitors' concerns in a timely manner, and provide visitors with more caring and professional services.
(10) Issuing warm tips for travelling on holidays
During major holidays and major exhibitions and activities, warm travel tips are dynamically issued to tourists, conveying warm tips on weather, traffic and safety warnings, guiding tourists to travel scientifically and in a staggered manner, and providing reference for tourists to travel smoothly.
(11) Launch of the Warm Heart Service Theme Programme
Increase tourism publicity and promotional activities, joint airlines, tourist attractions and hotels, etc. to launch a ‘tourism package’, to create a complex tourism products, to meet the diversified tourism needs of tourists.
(12) Enrichment of cultural and tourism consumption activities
Encourage localities to carefully plan cultural and tourism themed consumption promotion activities around holidays and peak consumption seasons, and organise various kinds of special activities, such as cultural festivals, folk performances and sports events, to increase tourists' participation and sense of experience.
II. Industry associations Warm-hearted service guidance measures
(13) Establishment of a self-regulatory mechanism for travel-related industries
The travel-related industry associations have jointly issued an industry self-discipline convention closely centred on the theme of warm service, guiding tourism enterprises to strengthen self-restraint and self-management, and building a benign ecology of self-discipline and self-improvement within the industry.
(14) Signing of the Warm Service Pact
Travel-related professional associations have linked up with tourism enterprises to sign the Warm Heart Service Convention to ensure that the services and products provided by tourism enterprises strictly follow the industry standards and meet the reasonable expectations of consumers.
(15) Release of holiday consumer information
Travel-related industry associations give full play to their leading and coordinating role in the industry, actively integrating and releasing promotional information on series of travel industry products and activities, preferential discounts, special packages, and time-limited activities, so as to help enhance the vitality of the tourism consumption market.
(16) Carrying out warm service initiatives
Travel-related industry associations put forward specific, feasible and efficient warm service initiatives for the segmented tourism industry, and carry out warm price and warm service initiatives for their members to promote the overall improvement of the quality of tourism services.
III. Innovative Measures for Warm Hearted Services of Tourism and Cultural Enterprises and Institutions
(17) Strengthening infrastructure development and maintenance
Enhance the maintenance of transport, safety and other infrastructure of tourism and cultural enterprises and institutions to ensure that tourists can visit conveniently and safely. Setting up eye-catching reminder signs at key locations to remind visitors to pay attention to safety, protect the environment and travel in a civilised manner. Setting up facilities such as third toilets, mother and baby rooms and barrier-free access to care for special groups.
(18) Upgrading the protection of tourism services
The Visitor Service Centre provides visitors with services such as charging, resting, drinking water, luggage storage and tourism consulting, etc. to meet the basic needs of tourists in an all-round way. The infirmary is equipped with all kinds of emergency medicines and medical supplies to meet the emergency needs of tourists.
(19) Providing a convenient booking experience
Promote the facilitation of the hotel reservation process and advocate the free cancellation policy on the day before check-in, so as to facilitate tourists to flexibly adjust their itinerary planning. Simplify the processes of booking, payment and e-ticket acquisition for tourists, and support the automatic generation of e-tickets online, so as to reduce unnecessary service links and enhance overall service efficiency.
(20) Focus on visitor orientation services
Encourage employees of tourism enterprises to dress in uniform and greet every visitor with a warm smile. Additional professional guides will be set up in areas of potential safety hazards to guide tourists to queue up in an orderly manner. Tourist attractions and cultural and museum venues are required to set up bilingual guide maps, mark special routes, and provide convenient telephone counselling, rescue and service hotlines.
(21) Provision of diversified facilitation services
Tourist attractions and cultural and museum venues provide online ticketing, on-site ticketing and other ticketing methods. Provide self-service tours by using modern technological means such as QR codes, self-service tour guiding machines and AR/VR technology. Provide multi-language interpretation services, as well as multi-language versions of brochures and guide maps, etc., to meet the language needs of different tourists and demonstrate the international service level.
(22) Delayed and staggered opening of services
Tourist attractions and cultural and museum venues take into full consideration the visiting habits and needs of tourists, and reasonably plan their opening hours, such as extending opening hours on weekends and holidays to meet the needs of tourists. During specific holidays or thematic activities, they will implement extended and staggered opening hours and increase the number of night-time visits.
(23) Implementing the ‘free, reduced and favourable’ policy for admission tickets
Tourist attractions have implemented a policy of granting preferential entrance fees to specific groups such as children, students, the elderly, active-duty military personnel, firefighters and rescue personnel, and persons with disabilities.
(24) Implementation of actions to care for special groups
Encouraging tourism enterprises to provide special services such as priority ticketing and voluntary transport for the elderly, the disabled, pregnant women and other special groups. Attention has been paid to the ‘digital divide’ among the elderly, with offline ticketing channels retained, offline volunteer service points for the elderly set up, and telephone counselling service lines opened.
(25) Focus on emotional care services
Understand in-depth the preferences, needs and expectations of tourists, pay attention to the emotional needs of tourists, and provide customised care services and greetings. Encourage conditional tourism enterprises to set up psychological counselling rooms, equipped with professional counsellors, to provide psychological guidance and emotional support for tourists.
(26) Focusing on the selection of guided tours
Travel agents are required to select tour guides who are well-trained, experienced and have good communication skills to provide professional services to tourists.
(27) Personalised value-added travel services
Equip tour buses with all kinds of medicines in case of emergency. Provide transport route maps, local food lists and special catering recommendations and booking services for tourists travelling on their own to meet their individual needs.
(28) Personalised value-added services for tourism catering
Focus on the quality and taste of catering and provide a diverse range of menu choices. Focus on guests' dietary preferences and habits, recommend suitable dishes for guests, and provide services for special dietary needs.
(29) Personalised value-added services for tourism hotels
Integrate tourism resources around the hotel and provide tourists with one-stop comprehensive services such as consultation, booking and transport to create a convenient travel booking experience. Provide tourists with customised gifts, arrange exclusive parent-child interaction activities or cultural experience activities, etc., so that tourists can feel the heart and attention of the hotel industry.
(30) Focus on the protection of the rights and interests of tourists
In the face of tourist complaints or disputes, upholding the principle of justice and fairness, immediately respond to and actively communicate with tourists to negotiate, take the initiative to inform the Hainan ‘first compensation’ mechanism, to achieve 3 minutes to accept, 30 minutes to deal with, 48 hours to deal with tourism consumer complaints, and comprehensively promote the integrity of the mechanism, to create ‘peace of mind consumption in Hainan’ brand.
