State standards in the field of tourism. Standardization of tourism activities. GOST applied in tourism Standards for organizing the provision of tourist information

Essential tools state regulation activities of tourism organizations and consumer protection of tourism services are licensing, standardization and certification in tourism.

TO regulatory documents on standardization include state standards of Russia; rules, norms, and recommendations for standardization; all-Russian classifiers of technical and economic information; industry and enterprise standards; standards of scientific and technical, engineering societies and other public associations.

Tourist Service Standards are part of state system standardization Russian Federation, which defines the goals and objectives of standardization in the field of tourism and hotel management, basic principles and organization of work, categories of regulatory documents, types of standards and basic provisions for international cooperation.

The goals of standardization in the field of tourist services are to ensure the declared level of quality and safety of consumption of a tour product or a separate tourist service, to protect the interests of consumers of tourist services from unfair competition in the market.

In international and domestic practice, a standard is understood as a normative document on standardization, developed on the basis of consent, characterized by the absence of objections on significant issues from the majority of interested parties (manufacturers and consumers), approved by a recognized body and mandatory for use. State standards in the field of tourist services are approved, as a rule, by the State Standard of Russia.

Standard as a normative document in a broader sense - a document containing rules, general principles, characteristics related to certain types of activities, including tourism, and available to a wide range of consumers.

The standard is one of the effective instruments for regulating the tourism market, allowing to influence both unscrupulous manufacturers and sellers and consumers of tourism services.

The standard, by its nature, is intended to establish the minimum necessary requirements that make any product or service fit for its purpose in terms of formalized criteria for reliability, safety, quality, etc.

Object of standardization- service, manufacturing process the provision of a service or its result, subject to standardization.

A service is understood as the result of direct interaction between the contractor and the consumer, as well as the contractor's own activities to meet the needs of the consumer.

By their functional purpose, services rendered to the population are subdivided into material and socio-cultural... Social and cultural services include services to meet the spiritual, intellectual needs and support the normal life of the consumer (maintaining and restoring health, spiritual and physical development of the individual, improving professional skills), as well as medical services, cultural services, tourism, education, etc. On the other hand, in the creation of an integrated tourist service (tour), and transport companies, catering establishments and others, whose services relate to the sphere of material services.

There are interrelated categories of standards:

State standards of the Russian Federation, which are the regulatory framework for licensing and certification - GOST R;
- industry standards - OST;
- standards of enterprises and associations of enterprises (unions, associations) - STP;
- standards of public associations - STO.

The normative documents on standardization also include all-Russian classifiers, the procedure for the development and application of which is established by the State Standard of Russia.

When developing standards, the standards adopted by the International Organization of Standards (ISO) and regional standards, the rules of the European Legislative Commission of the United Nations and others are taken into account. international organizations, as well as national standards of other countries.

The basis for standardization existing in the field of tourism and hotel industry is currently the following state standards:

GOST 28681. О-90 “Standardization in the field of tourist and excursion services. Basic Provisions ";
- GOST R 50690-2000 “Tourist services. General requirements" ;
- GOST R 50681-94 “Tourist and excursion services. Designing of tourist services ";
- GOST 50644-94 “Tourist and excursion services. Requirements for ensuring the safety of tourists and excursionists ";
- GOST R 50645-94 “Tourist and excursion services. Hotel classification ";
- GOST R 50646-94 “Services to the population. Terms and Definitions";
- GOST R 50691-94 "Model of service quality assurance (authentic test ISO 9002-87)";
- GOST R 51185-98 “Tourist services. Accommodation facilities. General requirements" ;
- GOST R 50460-92 “Conformity mark for mandatory certification. Shape, dimensions and technical requirements ”.

The technical committee TK-199 under the State Standard of Russia is responsible for the management and coordination of the organization of standardization in the field of tourism.

The following regulatory documents are directly related to the field of tourism, containing classification signs:

All-Russian classifier of branches of the national economy - OKONKH;
- All-Russian classifier of economic activities, products and services - OKDP (OK 004-93);
- All-Russian classifier of services to the population - OKUN (OK 002-93);
- All-Russian classifier of workers' professions, office positions and wage grades (OK 016-94).

Documents OKONKH and OKDP are used to identify the industry affiliation of an organization or an entrepreneur to the tourism sector. For example, the code 90220 OKONKH means belonging to the hotel industry, the code 91600 - to the recreation and tourism organizations, the code 91620 - to the tourism enterprises, and the code 91517 - to the sanatorium and resort establishments. These codes are given in the statistical documents of tourist firms and hotels.

When certifying tourist services and hotel services, the All-Russian Classifier of Services to the Population - OKUN (OK 002-93) is used, which provides a list of excursion and tourist services (section code 060000), as well as services of hotels, health resorts, catering establishments, transport and a number of others (as amended in 1999) contained in Appendix 22.

The codes of the OKUN classifier are used in the certification of tourist services and hotel services and are indicated in the certificates of compliance with safety and quality of services.

In addition, in the practice of tourist and hotel activities, such regulatory documents as rules are used. First of all, these include:

Rules for the provision of hotel services in the Russian Federation, approved by Decree of the Government of the Russian Federation of April 25, 1997 No. 490.
- Rules for the provision of services Catering approved by the Decree of the Government of the Russian Federation of August 15, 1997 No. 1036.

In addition, the following classifications have found application in international tourist practice:

International Standard Industrial Classification of All Economic Activities (ISIC);
- Standard International Classification of Tourism Activities (SIKTA).

Licensing of international tourist (hotel) activity is one of the types of legal pre-trial mechanism of its state regulation. A license is a permit issued by a government agency to a legal or individuals to carry out international tourist (hotel) activities for a certain time, subject to a number of conditions.

Licenses are issued in accordance with the Federal Laws "On the Basics of Tourist Activities in the Russian Federation" and "On Licensing of Certain Types of Activities" dated August 8, 2001 No. 128-FZ.

The list of activities for which a license is required includes tour operator and travel agency activities, as well as activities for the sale of rights to club recreation.

The regulations on the licensing of tour operator and travel agency activities were approved by the Decree of the Government of the Russian Federation No. 95 dated February 11, 2002. The regulation on the sale of rights to club recreation is under development. This Resolution provides that the licensing of tour operator and travel agency activities is carried out by the Ministry of Economic Development of Russia.

In accordance with the Federal Law "On the Principles and Procedure for the Delimitation of Powers between State Authorities and Subjects of the Russian Federation" dated January 24, 1999 No. 119-FZ, the Ministry of Economic Development of Russia may transfer its rights to issue licenses to the subjects of the Federation. The licensing regulations set the licenses valid for 5 years.

Among the licensing requirements and conditions for the implementation of tour operator activities, the following are named: the presence of a tour operator on the staff - legal entity at least 7 employees; at the same time, at least 30% of employees must have a higher, secondary specialized or additional education in the field of tourism or work experience in tourism for at least 5 years; the head of the company must have both a professional education in tourism and work experience of at least 5 years. It should be noted that there are currently no regulatory documents on what is considered professional education in tourism and how to determine work experience, as well as state standards for travel agency and tour operator activities.

The regulations provide, however, and advanced training of workers at least once every 3 years.

Licensing requirements and conditions for the implementation of travel agency activities are practically the same as for tour operators, with some exceptions: there are no requirements for the number of employees; only 20% of employees need professional education and work experience in tourism for at least 3 years.

Thus, instead of one license for the implementation of international tourism activities, issued to travel agencies earlier, depending on the direction of their activities in the tourism business, all three may be required.

It is known that tourism belongs to the service sector. At the same time, the service provided by the travel agency to the consumer of tourist services - the tourist, is the result of the activity for which the license was issued. Consider the types of tourism activities that require a license in accordance with the new legislation.

The content of tour operator and travel agent activities is determined by the Federal Law "On the Basics of Tourist Activities in the Russian Federation". At the same time, under the tour operator activity in the Law is meant "activity on the formation, promotion and sale of a tourist product", and under travel agency activity - "activity on the promotion and sale of a tourist product".

Thus, the activity of a tour operator ultimately comes down to two points: the organization of travel (recreation) at the request of the client-tourist and the implementation of individual tourist services or their complex. This is clearly and unequivocally stated in Article 2 of the EEC Directive "On Travel, Holidays and Travel Including All" (dated June 13, 1990 No. 90/314 / EEC): "The organizer is a person who regularly organizes" services that include all »And sells them or offers them for sale directly by himself or through a seller. Seller - a person who sells or offers for sale services that include everything offered by the organizer. "

The All-Russian Classifier of Services to the Population (OKUP) OK-002-93 (as amended in 1999) refers to tourism activities as "Tourist services and accommodation services for temporary accommodation of tourists" (section 060000), while highlighting "services of a tour operator for organizing domestic tourism"(Subsection 061100)," outbound tourism "(061200) and" inbound tourism "(061300), as well as" travel agent services "(061400) and" separate services of a tour operator and travel agent "(061500), again for organizing travel (recreation ). At the same time, the huge variety of types of tourism organized by the tour operator in OKUN is reduced to five tours: health-improving, educational, professional-business, sports and religious, and everything else is called “other tours”.

Travel agent services in OKUN are not deciphered, they are simply indicated.

However, in addition to OKUN, Russia has a regulatory document such as the All-Russian Classifier of Economic Activities, Products and Services (OKDP-OK-004-93), developed with the participation of the Russian Ministry of Economy. This classifier is more or less harmonized with the International Standard Industrial Classification of All Economic Activities (ISIC) and the Central Product Classification (CPC), as well as the Standard International Classification of Tourism Activities (SIKTA). The classification of tourist and excursion services provided by tour operators and travel agents by grouping 631 OKDP "Activities in the field of tourism and excursions" is shown in Fig. 5.2. Whence it follows that tourism activity here also comes down to travel organization activities (much more diverse) and activities for the implementation of tourism services, in which the implementation of outbound tourism vouchers is nominated in a separate section.

In 2000, Gosstandart of the Russian Federation adopted and put into effect GOST R 50690-2000 “Tourist services. General requirements ”, which raised more questions than answered the question of what a tourist service is. According to the standard, the tourist service is "the result of the organization's activities or individual entrepreneur to meet the needs of the tourist in the organization and implementation of the tour or its individual components. " This does not take into account the fact that "the service is the result of direct interaction between the contractor and the consumer, as well as the contractor's own activities to meet the needs of the consumer." So, the tour operator's own activity consists in organizing a trip, booking its components, promoting services to the market and being responsible for the proper fulfillment of travel conditions and its safety for the life, health and property of tourists. Direct interaction between the tour operator and tourists consists in concluding an agreement for tourist services and the sale of the tour. The travel agent's own activities include interaction with the tour operator (intermediary activities for the wholesale purchase of service packages organized by the tour operator and determination of the measure of responsibility for the travel made by the tourist), direct, as well as interaction with the tourist, consisting in concluding an agreement for tourist services and selling the tour.

Thus, the license for tour operator activities, firstly, allows a travel company to organize individual and group tourist trips for all types, categories and types of tourism both within the country and abroad, and, secondly, to sell tourist services to both wholesale and retail buyer.

The travel agency license leaves only one thing for the travel agency - the implementation of travel services retail buyer, and nothing else.

Thus, the fundamental points of tourist activity, given in the grouping 631 of the OKDP, were not reflected in the Regulations on the licensing of travel agency and tour operator activities.

A special problem lies in the revision of issues related to the certification of tourism services. It is obvious that a travel agent does not need certification (both mandatory and voluntary) of tourist services. He sells these services, and the certification of services is carried out by the tour operator.

Mandatory certification of tourist services organized by a tour operator is highly questionable for several reasons. Firstly, so far in GOST R, for compliance with the requirements of which tourist services must be checked, numerous errors in terms and definitions of tourist services provided by travel agents and tour operators have not been eliminated. Secondly, the terminology of the classifiers OK-002-93 (OKUN) and OK-004-93 (OKDP) is different, the standard "Requirements for tour operator and travel agency activities" has not yet been developed. According to the current legislation, the list of services subject to mandatory certification is established by the government of the Russian Federation. In the current Decree of August 13, 1997 No. 1013, "Tourist and excursion services" are subject to mandatory certification, which include services named in the old OKUN (as amended from 1993). Russian Gosstandart canceled the "Rules for the certification of tourist services and hotel services" from September 1, 2000, and new ones have not yet been developed.

At present, by the decree of the Gosstandart of Russia dated October 8, 2001 No. 86 from the "Nomenclature of products and services (works), in respect of which the legislative acts of the Russian Federation provide for their mandatory certification", all types of tourist services and accommodation services are excluded.

The main GOST, for compliance with the requirements of which the certification bodies checked the safety of tourist services, is GOST R 50644-94 "Requirements for ensuring the safety of tourists and excursionists", which has not yet been canceled. Among the many requirements, the main one is the following: in the provision of tourist services, an acceptable level of risk to the life and health of tourists must be ensured both in normal conditions and in emergency situations (natural disasters, etc.). The “acceptable level of risk” is declared, but in what units it is expressed, what is acceptable and what is not is unknown. You can give other examples of numerous inconsistencies and inconsistencies in the current regulatory documents, but one thing is clear - such certification does not make travel services safer for consumers, but only increases their cost, and therefore should be canceled. Safety of tourist services as the absence of unacceptable risk associated with the possibility of damage to the life, health and property of the tourist, environment should be provided for in the contracts of the tour operator with counterparties (the host party) and can be declared by the tour operator itself, especially since the procedure for accepting a declaration of conformity and its registration has already been established by the corresponding decree of the Government of the Russian Federation of July 7, 1999 No. 766), it only needs its extension to tourism services. The proposed licensing of the activities for the sale of club recreation rights deserves special consideration. The concept of a club vacation (timeshare) appeared in Russia in the last decade. The law on "Fundamentals of Tourist Activities in the Russian Federation" does not mention club recreation. Until now, not a single recreation club has been created in Russia, although there are already more than 6,000 of them all over the world, and the international club recreation industry is developing at a faster pace than traditional tourism. The organization of tourism in the field of club recreation has a number of significant features, and the aggressiveness and dishonesty of firms selling rights to club vacations have led to a negative image of club vacations on Russian market tourist services. The situation is complicated by the fact that in Russia there is practically no legal and regulatory framework for club recreation.

There are known attempts to develop a draft law "On the fundamentals of market regulation in the field of club recreation", which is currently being actively discussed by interested structures. However, it is not known when the law will be passed.

At the same time, the right to rest is regulated by an appropriate written agreement, which must contain certain essential conditions, including full information about the club (seller), payment terms, "cooling time" - the time of cancellation of the contract by the buyer without explaining the reasons for refusal (10 calendar days) and a number of others provisions. The minimum contract period is 3 years, and any prepayment by the buyer is prohibited until the end of the period during which he can exercise the right to cancel the contract. The aim of the Directive is to harmonize national laws, regulations and administrative measures in relation to clubbing in the EU Member States. The directive proposed to enact laws and regulations on club recreation no later than three years after its publication. The time of adoption and some differences in the legislation of European countries from the EU Directive on timeshare are given in table. 9.1.

Table 9.1.

Some differences between the legislation of European countries and the EU directive on timeshare

Country	Date of adoption of the law	Some differences between the country's legislation and the EU directive
Austria	April 1, 1997	The "cooling period" is 14 days. Advance payments to a third party under a trust scheme. Refunds of payments to the purchaser in full during the “cooling off period”.
Belgium	July 1, 1999	The "cooling period" is 15 days with an extension of up to 1 year if the contract does not meet the requirements set out in the EU directive.
Denmark	April 15, 1997	Advance payments to persons other than vendors and creditors are allowed.
Finland	March 1, 1998	Advance payments to persons other than vendors and creditors are allowed. The invitation to a sales presentation must clearly define the purpose, object of sale and price.
France	July 8, 1998	Buyer's written consent to be sent to the seller is required by registered mail... In this case, the "cooling period" is counted from the moment the letter was sent. Absolute prohibition on all advance payments.
Germany	January 1, 1997	Advance payment to a third party to a secret account is allowed.
Ireland	April 30, 1997	Advance payment is allowed, but not to the seller or his agent. Anyone can go to court to stop the sale in appropriate cases.
Italy	February 14, 1998	The "cooling period" is 10 days. First party deposits can be controlled by a seller, promoter, or marketer.
Luxembourg	January 26, 1999	"Cooling period" - 10 days, can be extended up to three months plus 10 days). No advance payments.
Holland	Jul 10, 1997	Absolute prohibition on advance payments.
Norway	Jul 13, 1997	A law similar to that of Denmark and Sweden. Mandatory refund of payments in case of refusal.
Portugal	May 22, 1999	"Cooling period" - 10 working days. Absolute prohibition on advance payments.
Spain	January 5, 1999	"Cooling period" - 10 days, can be extended up to 3 months (+10 days). Advance payments to the seller are not permitted.
Sweden	July 1, 1997	Upfront payments are allowed to all parties except the seller.
Great Britain	April 29, 1997	14-day "cool-down period". Absolute prohibition on advance payments.

Source. OTE Official Bulletin. - 1999 - Sept.

Thus, 15 European countries between 1997 and 1999 brought their national timeshare legislation in line with the recommendations of the European Parliament and the Council, including generally stricter consumer protection requirements than those recommended by the Directive. Among them - an increase in the "cooling period" up to 14-15 days (Austria, Belgium) with a subsequent extension from 3 months to one year, if the contract does not meet the requirements of the Directive (Spain, Belgium); an absolute prohibition or significant limitation of advance payments, etc.

In Russia, there is a situation in which the relationship "seller-buyer" is practically not regulated by any legislative or regulatory acts, which led to the appearance on the timeshare market of unscrupulous companies, including those ousted from the western market by new, more advanced legislation and creating on the market tourist services in Russia negative image of the entire sphere of club recreation. Russian club recreation is focused on the departure of citizens abroad, in fact it is outbound tourism, which leads to the import of tourist services and increases the balance of payments deficit under the item "Tourist services (trips)".

I. Founding State. Tourism Standards ………………… .p.3-4

II. Certification.

Theoretical part

Introduction …………………… ..page 5
Certification …………………… ..p.6-10

Practical part(forms for travel companies)

Form "Rules for providing tourist services". ………… p.16-20
Application …………… .page 21
Protocol for verifying the readiness of the enterprise for certification ……. ……… p.22-25
List of set of documents required for certification …………… .page 26
Certificate ……… ..page 27

Fundamental State. Tourism standards.

The entire travel industry relies on four core government standards:

GOST R 50644-94 "Tourist and excursion services / Requirements for ensuring the safety of tourists and excursionists",

GOST R 50645-94 "Tourist and excursion services / Hotel classification",

GOST R 50681-94 "Tourist and excursion services / Design of tourist services" and

GOST R 50690-2000 “Tourist services. General requirements ».

They set out the mandatory requirements for tourist and excursion services, which are necessary for a tourist organization to obtain a certificate. Each of the standards has the same structure, and after studying each of them, you can endure some general provisions which are very important and applicable to every travel organization:

Ø Tourist safety;

Ø Reliability of information provided to clients;

Ø Regions offered by travel agencies for recreation should be environmentally friendly / safe for health;

Ø High professional training travel agency staff

Tourist safety , i.e

The travel organization issuing the tour is responsible for each participant who has bought a tour package or individual tour to a particular country / region. Travel agency must notify the client in advance about possible mental or physical stress that may threaten the safety of tourists during the trip (and inform in connection with what: special natural conditions, biological factors, etc.); provide information on how to act in the event of an emergency and provide all contact information to communicate with help in case of emergency in a particular country / region.

Vehicles, places of residence and all tourist equipment must comply with safety measures or requirements established by the current regulatory documentation for certain types of equipment / equipment. All tourist personnel involved in accompanying tour participants during the trip must be prepared for an emergency and informed how to act in an emergency.

Reliability of information, i.e

The travel agency or operator company is obliged to provide the client in advance reliable information about your company, all the necessary information to ensure the choice (price-quality ratio); about possible problems / delays associated with the execution of documents (when choosing certain countries); all contact information for resolving problems when the client has questions with the cancellation of the contract, claims, etc .; about the risks during the trip.

The regions offered by travel agencies for recreation should be environmentally friendly / safe for health, i.e

The travel company must be sure, before selling the tour, that the environmental and political situation in the selected country does not threaten the psychological and physical health of the client. If the contract has already been drawn up, and at this stage any incidents occurred in the selected region that could threaten the client's health, then the travel company is obliged to inform the client about the possible risk during the trip, and if the client wants to terminate the contact.

When compiling routes for tourist routes, natural conditions must be taken into account, which must also be safe for the client's health. The route passport must be agreed with the authorities of the sanitary and epidemiological service; organizations controlling the movement Vehicle(auto and / or water inspection, etc.), and management bodies (owners) of land, along which the route of a tourist trip passes.

High professional training of employees of travel organizations, i.e

Each employee of a travel company must be a highly qualified specialist in the field of travel services; possess all the necessary information that the client may need; be honest about providing information about the tour, company and possible risks; know what actions to take in an emergency (necessary for employees of travel organizations accompanying / serving clients directly in the country of temporary stay).

All standards can, and should, be used as fundamental points for working with clients, organizing tours, etc.

Certification procedure.

Introduction.

The main goals, principles and general provisions for certification in the Russian Federation are determined by the Rules for certification in the Russian Federation. The provisions of this document apply not only to the organization and conduct of work on mandatory and voluntary certification of products and services, but also to such objects as processes, works, quality systems.

The development of domestic certification, the intensification of the activities of various industrial structures, the developing technical specific legislation made it necessary to streamline certification activities and create conditions that ensure the integration of this activity in the Russian Federation with international activities.

As you know, the subjects economic activity of various forms of ownership create, produce and supply products or services with such a set of properties and characteristics that give them the ability to meet the conditioned or implied needs, requests, requirements of consumers (customers). This correlates with the definition of "quality" established by ISO 8402. The increasing competition in the world market leads to toughening of the requirements that the consumer and the customer place on the quality of products and services. Typically, the requirements of consumers (customers) are set in terms of reference for product development and are implemented in regulatory documents ( technical conditions, enterprise standards) for mass-produced products. However, this rationing in itself cannot be a reliable guarantee that the requirements of the consumer (customer) will be really satisfied, since the organizational and technical mechanism (system) of the developer's or producer's activities may have significant drawbacks.

Thus, successful economic activity developers, manufacturers and suppliers, their competitiveness in the market largely depend on the availability of a highly effective organizational and technical mechanism for managing and ensuring the quality of products (services), progressive and an effective system quality oriented to the requirements of the consumer (customer).

The creation and application of such systems should contribute to continuous improvement of quality and increase in satisfaction not only of consumers, but also of others. stakeholders(employees of the enterprise, management of the enterprise, subcontractors, society).

Certification.

CERTIFICATION PROCEDURE

The certification procedure includes:

Product certification includes:

filing an application for certification;

decision making on the application, including the choice of the scheme;

selection, identification of samples and their testing;

assessment of production (if provided by the certification scheme);

analysis of the results obtained and making a decision to issue (refuse to issue) a certificate of conformity (hereinafter referred to as the certificate);

issuance of a certificate and license for the use of the conformity mark;

implementation of inspection control over certified products (if provided by the certification scheme);

corrective measures in case of violation of product compliance with established requirements and incorrect application of the conformity mark;

information on certification results.

Applying for certification and making a decision on the application.

To carry out product certification, the applicant sends an application to the appropriate certification body (if the applicant does not have information about such a body and the procedure for certification of products of interest to him, he can receive it territorial body Gosstandart of Russia or Gosstandart of Russia, if there are several certification bodies for this product, the applicant has the right to send an application to any of them, and if there is no certification body at the time of filing the application, the application is sent to Gosstandart of Russia or a federal body executive power carrying out certification work within its competence). The certification body considers the application and no later than one month after its receipt and informs the applicant of the decision. The decision on the application contains all the basic conditions for certification based on the established procedure for certification of a given homogeneous product, including the certification scheme, a list of required technical documents, a list of accredited testing laboratories (centers) that can conduct product tests and a list of bodies that can conduct certification of production or quality system (if provided by the certification scheme). The choice of a specific testing laboratory, body for certification of production or quality system is made by the applicant.

Selection, identification of samples and their testing.

Tests are carried out on samples, the design, composition and manufacturing technology of which must be the same as for the products supplied to the consumer (customer).

The number of samples, the procedure for their selection, identification rules (in accordance with clause 1.3 of this Procedure) and storage are established in accordance with regulatory or organizational and methodological documents for the certification of these products and test methods.

The general procedure for handling samples used in the mandatory certification of products was approved by Goskomstat on February 8, 1996.

The applicant submits the necessary technical documentation for the sample (samples), the composition and content of which is established in the order of certification of homogeneous products.

The selection of samples for testing is carried out, as a rule, by the testing laboratory or on its behalf by another competent organization. In the case of testing in two or more testing laboratories, sampling for testing can be carried out by the certification body (if necessary, with the participation of testing laboratories).

Samples that have passed the tests are subject to storage for the shelf life of the product or the validity period of the certificate. Specific storage periods for samples are established in the documents establishing the procedure for certification of homogeneous products,

Test reports are submitted to the applicant and the certification body. Copies of test reports must be kept for at least the period of validity of the certificate. The specific storage periods for copies of the protocols (including for the case when the applicant cannot be issued a certificate due to the non-compliance of the product with the established requirements) is established in the certification system for homogeneous products and in the documents of the testing laboratory.

The applicant submits to the certification body the documents specified in the decision on the application, including documents on the conformity of products to the established requirements, issued by federal executive bodies within their competence, if this is established by legislative acts of the Russian Federation. If the applicant does not have these documents, the certification body ensures interaction with the authorized bodies in order to obtain them (taking this into account in the scope of work on product certification).

The applicant can submit to the certification body test reports, taking into account the terms of their validity, carried out during the development and launching of products for production, or documents on tests performed testing laboratories accredited or recognized in the certification system.

After checking the submitted documents, including: the compliance of the results contained in them with the current regulatory documents, the timing of their issuance, changes in the design (composition), materials, technology, the certification body may decide to issue a certificate of conformity or to reduce the scope of tests , or carrying out missing tests, which is reflected in the relevant documents.

Production evaluation.

Depending on the certification scheme, an analysis of the state of production of products, certification of production or a quality system is carried out.

The procedure for analyzing the state of production of certified products is established in the rules for certification of homogeneous products. The results of the analysis of the state of production are reflected in the conclusion, which is taken into account when issuing a certificate.

Information (documents) on the analysis of the state of production, certification of production or certification of the quality system is indicated in the certificate for the product.

Issuance of a certificate of conformity.

The certification body, after analyzing test reports, production assessment, certification of production or quality system (if it is established by the certification scheme), analysis of other documents on the conformity of products, assesses the conformity of products to the established requirements. The results of this assessment are reflected in the expert opinion. Based on this conclusion, the certification body makes a decision on issuing a certificate, draws up a certificate and registers it. The certificate is valid only with a registration number.

The certificate indicates all the documents that serve as the basis for the issuance of the certificate, in accordance with the certification scheme.

By the decree of the State Standard of the Russian Federation of July 25, 1996 No.N15 second paragraph of clause 3.5.1 of this Procedure is supplemented by the following paragraph:

The certificate may have an appendix containing a list of specific products to which its validity applies, if it is required to detail the composition:

Groups of homogeneous products manufactured by one manufacturer and certified according to the same requirements;

Products (complex, kit) of the installed set of components and (or) spare parts used for maintenance and repair of the product (complex, kit) specified in the certificate.

In case of negative results of the conformity assessment of products, the certification body issues a decision to refuse to issue a certificate with an indication of the reasons.

In case of mandatory certification, a certificate is issued if the product meets the requirements of regulatory documents established for this product, in accordance with clause 1.3 of this Procedure. The validity period of the certificate is established by the certification body, taking into account the validity period of the regulatory documents for the products, as well as the period for which the production is certified or the quality system is certified (if it is provided for by the certification scheme), but not more than three years.

The validity period of the certificate for a batch of products or a product is not established.

When making changes to the design (composition) of a product or its production technology, which may affect the compliance of the product with the requirements of regulatory documents, the applicant notifies in advance the authority that issued the certificate, which decides on the need for new tests or assessment of the production of this product.

In the accompanying technical documentation attached to certified products (technical passport, label, etc.), as well as in the shipping documentation, a record of the certification is made and the number and date of issuance of the certificate are indicated.

Application of the mark of conformity.

The products for which the certificate has been issued are marked with the conformity mark adopted in the system. Products are labeled with the conformity mark by the manufacturer (seller) in accordance with the license to use the conformity mark issued by the certification body. The conformity mark is placed on the product and (or) containers, packaging, accompanying technical documentation.

The conformity mark is applied to the non-removable part of each unit of certified products, when applied to the packaging - to each packaging unit of this product. It can be applied next to the trademark.

The rules for applying the mark of conformity to specific products are established by the procedure for certification of homogeneous products.

The execution of the mark of conformity must be in contrast to the background of the surface on which it is applied. Products should be marked with a conformity mark in ways that ensure a clear image of these marks, their resistance to external influences, as well as durability for the deadline service or product suitability.

The image of the conformity mark can be made by engraving, etching, casting, printing or in any other way that ensures compliance with the requirements imposed on it.

Inspection control of certified products.

Inspection control of certified products is carried out (if it is provided for by the certification scheme) during the entire period of validity of the certificate and license for the use of the conformity mark at least once a year in the form of periodic and unscheduled inspections, including tests of product samples and other checks required for confirmation, that the products sold continue to meet the established requirements, confirmed during certification. The criteria for determining the frequency and scope of inspection control are the degree of potential hazard of products, production stability, production volume, availability of a quality system, cost of inspection control, etc.

Unscheduled inspections can be carried out in cases of receipt of information about claims to product quality from consumers, trade organizations, as well as bodies carrying out public or state control for the products for which the certificate has been issued.

Inspection control, as a rule, contains the following types of work:

Analysis of incoming information about certified products;

Creation of a commission for control;

Testing and analysis of their results;

Registration of control results and decision making.

The results of the inspection control are drawn up in an act, which gives an assessment of the results of testing samples and other checks, a conclusion is made on the state of production of certified products and the possibility of maintaining the validity of the issued certificate.

The act is kept by the certification body, and copies of it are sent to the applicant (manufacturer, seller) and to the organizations that took part in the inspection control. Based on the results of the inspection control, the certification body can suspend or cancel the validity of the certificate (in this case, it suspends or revokes the license to use the conformity mark) in case of non-compliance of the product with the requirements of regulatory documents controlled during certification, as well as in the following cases:

changes in the product regulatory document or test method;

changes in the design (composition), completeness of products;

changes in the organization and (or) production technology;

changes (non-fulfillment) of technology requirements, methods of control and testing, quality assurance system - if the listed changes can cause non-conformity of products to the requirements controlled during certification.

The decision to suspend the validity of the certificate and license for the use of the conformity mark is made if, by means of corrective measures agreed with the issuing authority, the applicant can eliminate the discovered causes of non-conformity and confirm, without re-testing in an accredited laboratory, the conformity of the product to the regulatory documents. If this cannot be done, then the validity of the certificate is canceled and the license for the right to use the conformity mark is canceled.

Information about the suspension or cancellation of the certificate is brought to the attention of the applicant, consumers, Gosstandart of Russia and other interested participants in the certification system of homogeneous products by the body that issued it. The procedure and terms for communicating this information are established by the procedure for certification of homogeneous products.

Corrective measures in case of violation of product compliance with established requirements and incorrect application of the conformity mark.

When carrying out corrective actions, the certification body:

Suspends the validity of the certificate and the validity of the license to use the conformity mark;

Informs the interested participants in the certification specified in clause 3.7.7 of this Procedure;

Sets the deadline for the implementation of corrective actions;

Controls the implementation of corrective actions by the manufacturer (seller).

Manufacturer (seller):

Determines the scale of the identified violations: the number of products produced in violation, model, number and size of the batch;

Notifies consumers, the public, interested organizations about the dangers of using (operating) products.

Once corrective actions have been taken and the results are satisfactory, the certification body:

Indicates to the manufacturer (seller) the need for a new marking to distinguish the product before and after corrective measures, while in each case determines the nature and type of marking;

Informs the interested participants in the certification specified in clause 3.7.7 of this Procedure.

If the manufacturer (seller) fails to comply with corrective measures or their ineffectiveness, the certification body cancels the certificate and revokes the license to use the conformity mark.

The certification body provides the applicant, upon his request, with the necessary information within its competence.

LLC Travel Company "Infocenter"

Travel company "Infocenter" has been operating since 1995. Our profile is mass tourism. Professionally working with large flows of tourists and being well versed in the situation in the tourist market, we choose reliable airlines and the best hotels, and are able to offer ample leisure opportunities, organize a trip to a seminar or conference for groups of any size. We would like to present the main advantages of working with us.

Choice
We offer not only a wide selection of hotels from cheap 2-3 * to chic modern 5 *, but also provide an opportunity, in certain periods, cheap rest in expensive hotels or super cheap in cheap ones.

Technology
High technologies of tourism are not a dream for us, but a reality. Our own unique information system allows you to cope with large volumes, accurately track each tourist and significantly shortens the booking-confirmation process. We provide ample opportunities for online booking and analysis of the operational situation on the availability of seats on flights and in hotels.

Progressive system of commissions.
Starting to work with us from 10%, you can increase your commission when performing certain sales volumes.

Work without intermediaries
Only by controlling the entire rest of our tourists, from boarding a plane to checking into a hotel and excursion support, you can be sure of high-quality service. Therefore, in all countries and regions, we have our own representative offices and offices, direct contracts with hotels, our own charters.

Rules for the provision of tourist services in Infocenter LLC

GOST R certification system

Autonomous Non-Profit Organization

Institute of International Tourism

Certification body for tourism and hotel services

Accreditation certificate ROSS RU 0001.12UI14

Document No. 25 F of 18.04.02

APPLICATION

for certification

tourist service

1. Tour organization, hotel accommodation,

/Name of service/

LLC Travel Company "Infocenter"

/ full name of the company - the service provider /

634034, Tomsk, st. Sovetskaya, 84, office 306

/ postal address, OKPO code /

Director Milyaev Alexey Ivanovich

/ position, surname, name, patronymic of the head /

declares that Organization of tours

OK code 002-93 (OKUN) 061000

/ service name, OKUN code /

turns out to be

Certification inspection certificate tour. services provided by Infocenter LLC dated 24.04.02 No. 00309; protocol of checking the result round. services provided by Infocentre LLC dated 23.04.02 No. 00309-P

/ name and details of the contractor's documentation /

complies with the safety requirements established in

Regulatory Document GOST R 50690-2000 clauses 5.5.2,5.5.7.

/ name and designation /

and asks to certify this service for / standards and other normative documents /

compliance with the specified ND according to the scheme __ 2 ___________________________

/ certification scheme number /

2. The person in charge of communication _ Karpov A.M.

/ surname and telephone number /

3. The applicant undertakes:

fulfill all the conditions of certification;

ensure the stability of the characteristics of certified services;

pay all costs of certification.

4.Additional information _______________________________________________________

Head of the enterprise Milyaev A.I.

Chief Accountant Ostrovskaya O. L.

Personal signature Signature decryption

113035, Moscow, st. .Sadovnicheskaya, 77, bldg. 2, p. 1, tel./fax: 913-83

Service Certification Body

Autonomous non-profit organization

"Institute of International Tourism"

ROSSRU.0001.12UI14

113035, Moscow, st. Sadovnicheskaya, 77, building 2, building 1

P R O T O K O L

enterprise readiness checks

to certification

LLC Travel Company "Infocenter"

(Business name)

634034, Tomsk, st. Sovetskaya, 84, office 306

(location address)

Expert_ Demchenko O.N.

on the basis of application No. 25 F of 04/18/2000, decision of the CB on the application of 04/25/2000, the verification program and the contract for the performance of certification work, carried out a verification of the conformity of tourist services mandatory requirements regulatory documents GOST R 50644-94, GOST R50690 - 2000, GOST R 50681 - 94 by examination of the documentation and checking the compliance of tourist services with the established requirements.

Name of service characteristics	Actually (Underline whatever applicable)	Compliance mark (Underline whatever applicable)

Service identification (according to scheme 2)
Safety technological process provision of services for:
Transportation, placement and storage of goods	Complied with	Compliant
Compliance of workplaces, equipment, inventory and packaging (each workplace in trading floor and utility rooms) to the requirements of ND	Complied with	Compliant
Compliance with the shelf life (service) of goods (optional)
Compliance with safety rules for the operation of equipment	Complied with	Compliant
Compliance with terms of service
Illumination of workplaces Natural Combined Artificial		Compliant Compliant does not match
Explosion proof	Explosion safety conclusion	Compliant
Microclimate	Conclusion TsGSEPN	Compliant
Placement of premises and compliance with the requirements for them and others	Residential building	Compliant
Quantity information service personnel and his qualifications
Professional development plan		does not match
Availability job descriptions		Compliant
Personnel compliance with safety requirements for medical indicators
Availability of personal medical records, adherence to the schedule of medical examinations		Compliant
Information about the goods and services sold:
certification information		Compliant
Marking		Compliant
		Compliant
Brochures, passports, operating instructions		Compliant
Information stand		Compliant
Conclusion of the State Fire Inspection Inspection reports		Compliant Compliant
Conclusion TSGSEN Inspection reports		Compliant does not match
Assortment list of goods sold (underline the necessary) BUT) Food products B) Non-food goods: textile, knitwear, sewing, fur products, footwear. Technically sophisticated household goods. Perfumery and cosmetic products. Cars, motor vehicles, trailers and other numbered units Jewelry Medications and medical products Animals and plants Goods household chemicals Pesticides and Agrochemicals Video-audio cassettes with / without recording Weapons and ammo IN) Tobacco products D) Others ()		Compliant
Contracts and acts of inspections of elevators and pressure vessels		Compliant
Acts of current inspections of controlling organizations
State Trade Inspection		Compliant
		Compliant
Contracts for work on disinfection, disinsection, deratization		Compliant
Sanitary passport of the object		corresponds to
Garbage collection contracts		Compliant
Contracts and acts for repairs and Maintenance equipment (according to the attached nomenclature) A) from a licensed workshop B) with a master with a diploma		Compliant Compliant
Contracts for the inspection and repair of engineering support systems
Water supply		Compliant
Heating		Compliant
ventilation and air conditioning		Compliant
Sewerage		Compliant
Security and fire alarm		Compliant
Availability information stand and content of information for the consumer
Nomenclature of installed equipment by department (section)		Compliant
Weighing equipment calibration certificates		Compliant
Availability of certificates of conformity (copies) or marks in shipping documents for goods sold or declarations of conformity (optional)		Compliant
Availability and maintenance of a book of reviews and suggestions		Compliant
Audit log		Compliant
Occupational safety and health briefing journal		Compliant
Equipment operating instructions		Compliant
Safety instructions		Compliant
Scroll additional services provided by the store (according to the scheme _2 ___)	delivery	Compliant
Availability of other organizational and methodological documents

The most important instruments of state regulation of the activities of tourism organizations and the protection of the rights of consumers of tourism services are licensing, standardization and certification in tourism.

Regulatory documents on standardization include state standards of Russia; rules, norms, and recommendations for standardization; all-Russian classifiers technical and economic information; industry and enterprise standards; standards of scientific and technical, engineering societies and other public associations.

Tourist service standards are part of the state standardization system of the Russian Federation, which determines the goals and objectives of standardization in the field of tourism and hotel management, basic principles and organization of work, categories of regulatory documents, types of standards and basic provisions for international cooperation.

A standard as a regulatory document in a broader sense is a document containing rules, general principles, characteristics related to certain types of activities, including tourism, and available to a wide range of consumers.

The standard is one of the effective instruments for regulating the tourism market, allowing to influence both unscrupulous manufacturers and sellers and consumers of tourism services.

The object of standardization is a service, the production process of providing a service or its result, subject to standardization.

A service is understood as the result of direct interaction between the contractor and the consumer, as well as the contractor's own activities to meet the needs of the consumer.

By their functional purpose, services rendered to the population are subdivided into material and socio-cultural. Social and cultural services include services to meet the spiritual, intellectual needs and maintain the normal life of the consumer (maintaining and restoring health, spiritual and physical development of the individual, improving professional excellence), as well as medical services, services of culture, tourism, education, etc. On the other hand, transport companies, catering companies and others, whose services relate to the sphere of material services, take part in the creation of an integrated tourist service (tour).

There are interrelated categories of standards:

State standards of the Russian Federation, which are regulatory framework licensing and certification - GOST R;

Industry Standards - OST;

Standards of enterprises and associations of enterprises (unions, associations) - STP;

Standards of public associations - STO.

The normative documents on standardization also include all-Russian classifiers, the procedure for the development and application of which is established by the State Standard of Russia.

GOST 28681. О-90 “Standardization in the field of tourist and excursion services. Basic Provisions ";

GOST R 50690-2000 Tourist services. General requirements";

GOST R 50681-94 “Tourist and excursion services. Designing of tourist services ";

GOST 50644-94 “Tourist and excursion services. Requirements for ensuring the safety of tourists and excursionists ";

GOST R 50645-94 “Tourist and excursion services. Hotel classification ";

GOST R 50646-94 “Services to the population. Terms and Definitions";

GOST R 50691-94 "Model of service quality assurance (authentic test ISO 9002-87)";

GOST R 51185-98 “Tourist services. Accommodation facilities. General requirements";

GOST R 50460-92 “Conformity mark for mandatory certification. Shape, dimensions and technical requirements ”.

Modern tourism is an integral attribute of a post-industrial society. The demand for tourist services is growing from year to year, meeting the needs of citizens of the Russian Federation and foreign citizens in health improvement, knowledge, spiritual and physical development, intercultural and educational exchanges, creating a single cultural sphere of modern civilization. These phenomena create a specific set of requirements for specialists in the field of tourism.

Tourism workers must have a high degree of readiness to implement projects tourism industry, development of a tourism product based on modern technologies, decision-making in organizing tourism activities, effective communication with consumers of a tourism product, and the use of innovative technologies for tourism activities. Tourist activities according to Federal law dated 24.11.1996, No. 132-FZ "On the Basics of Tourist Activities in the Russian Federation" - tour operator and travel agency activities, as well as other travel arrangements.

The requirements for the competence of specialists in the tourism industry are especially actualized in the light of the implementation of the measures of the Federal Target Program "Development of domestic and inbound tourism in the Russian Federation (2011-2018)". Federal target program contains complex and large-scale tasks, the implementation of which will lead in the coming years to very significant changes both in the structure of the tourism industry and in its geography and will entail new requirements and priorities for the personnel of the enterprises of the tourism industry. Thus, as the new structure of tourism is being formed, personnel become a key position on which the success of all today's big undertakings depends, incl. and innovation.

The professional standard is aimed at establishing and maintaining uniform requirements for the content and quality of activities of a specialist in the organization and provision of tourism services.

Standard professional activity a specialist in the organization and provision of tourist services will create conditions for the formation of adequate ideas of citizens about the level of education and professional competence specialists of tourism organizations, designed to meet its recreational needs. This is, first of all, the ability to organize and implement tourist services, taking into account the fact that tourist activity puts the attention of the consumer in the center - the client, the tourist, the excursionist.

This professional standard can be applied by tourism employers in the selection of specialists for the organization and provision of tourism services in tourism organizations of any organizational and legal form.

A specialist in the field of tourism must be able to carry out not only information service of the client, but also to form an offer of services that ensure the satisfaction of cultural, cognitive, physical needs that best meet the wishes of the tourist, to understand and take into account that a feature of service in the field of tourism is the change in the needs of the client from the stage of buying a tourist product to the stage of using it.

The standard of professional activity of a specialist in the organization and provision of tourism services will provide an opportunity for the employees of the tourism industry to evaluate the essence of the work of specialists in the organization and provision of tourism services, to better understand and understand their job responsibilities.

The standard reflects the increasing role and importance of legal training of specialists in the field of tourism and the fact that domestic, outbound and inbound tourism presupposes knowledge of general civil legislation, administrative and state law, insurance laws, specific legislation governing tourism activities... This aspect is especially important for educational institutions where this professional standard will create the basis for the development of educational programs, training courses and educational teaching materials for various target groups of students (students, trainee assistants, graduate students, doctoral students, etc.).

For the specialists themselves in organizing and providing tourism services, the professional standard will contribute to a better understanding of the delineation of the areas of authority and responsibility of specialists. different levels the tourist process, will allow in the variety of individual characteristics of a particular situation to find the right solutions to current production problems, to more fully implement their professionally grounded actions.

For the education sector, the professional standard will act as a basis for adjusting federal educational standards and educational programs at all levels of vocational education, developing methodological materials and choosing forms and methods of training in the system of vocational education and in-house training of specialists in tourism and recreation.

For education authorities, the professional standard will create an opportunity to formulate real and measurable learning outcomes in the vocational education system. The standard will act as a necessary element and incentive for more detailed and high-quality education and training of students in the field information technologies taking into account the fact that traditional forms of communication with consumers are being replaced by non-standard methods due to modern information technologies.

The professional standard will allow employers (owners, founders) to obtain a basis for certification, assess the qualifications of specialists in organizing and providing tourism services, assess and improve the professionalism of hired workers, activate their motivation, and achieve increased efficiency and quality of work.

When developing the standard, it was taken into account that the global space of the Internet creates a global space for tourist services. Therefore, special importance is attached to the skills and abilities of a specialist in using competitive advantages for travel companies in the Internet space and in carrying out an effective search for travel products. Taking into account the fact that operator services in the field of tourism have become widespread in entrepreneurship, the standard provides for opportunities for developing the qualities of a specialist that help him navigate the environment entrepreneurial activity related to taxation, economics and design of enterprises in the service sector, search for the necessary information, analyze it and make informed decisions.

Thus, the professional standard is significant information for workers in the tourism industry, employers, educational institutions and educational authorities in the field of tourism, and also provides an opportunity for citizens who use tourism products and services of tourism organizations to form an adequate understanding of their functioning.