ISO/DIS 21621

Tourism and related services -- Traditional restaurants -- Visual aspects, decoration and services

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DRAFT INTERNATIONAL STANDARD
ISO/DIS 21621
ISO/TC 228 Secretariat: UNE
Voting begins on: Voting terminates on:
2020-09-01 2020-11-24
Tourism and related services — Traditional restaurants —
Visual aspects, decoration and services
ICS: 03.080.30; 03.200.01
THIS DOCUMENT IS A DRAFT CIRCULATED
FOR COMMENT AND APPROVAL. IT IS
THEREFORE SUBJECT TO CHANGE AND MAY
NOT BE REFERRED TO AS AN INTERNATIONAL
STANDARD UNTIL PUBLISHED AS SUCH.
IN ADDITION TO THEIR EVALUATION AS
BEING ACCEPTABLE FOR INDUSTRIAL,
This document is circulated as received from the committee secretariat.
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STANDARDS MAY ON OCCASION HAVE TO
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POTENTIAL TO BECOME STANDARDS TO
WHICH REFERENCE MAY BE MADE IN
Reference number
NATIONAL REGULATIONS.
ISO/DIS 21621:2020(E)
RECIPIENTS OF THIS DRAFT ARE INVITED
TO SUBMIT, WITH THEIR COMMENTS,
NOTIFICATION OF ANY RELEVANT PATENT
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PROVIDE SUPPORTING DOCUMENTATION. ISO 2020
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ISO/DIS 21621:2020(E)
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ISO/DIS 21621:2020(E)
Contents Page

Foreword ........................................................................................................................................................................................................................................iv

Introduction ..................................................................................................................................................................................................................................v

1 Scope ................................................................................................................................................................................................................................. 1

2 Normative references ...................................................................................................................................................................................... 1

3 Terms and definitions ..................................................................................................................................................................................... 1

4 Features of the traditional restaurant ........................................................................................................................................... 2

4.1 General ........................................................................................................................................................................................................... 2

4.2 General features ..................................................................................................................................................................................... 3

4.3 Entrance ........................................................................................................................................................................................................ 3

4.4 Main hall ....................................................................................................................................................................................................... 3

4.5 Annex spaces ............................................................................................................................................................................................ 4

4.6 Station and parking lots .................................................................................................................................................................. 4

4.7 Indoor and outdoor areas .............................................................................................................................................................. 4

5 Mise en place – table setting ..................................................................................................................................................................... 5

6 Staff ..................................................................................................................................................................................................................................... 6

6.1 Appearance and behaviour requirements of staff .................................................................................................... 6

6.2 Staff qualification .................................................................................................................................................................................. 6

7 Features of services ........................................................................................................................................................................................... 6

7.1 Services requirements and recommendations ........................................................................................................... 6

7.2 Menu requirements ............................................................................................................................................................................ 7

8 Safety and security ............................................................................................................................................................................................. 7

9 Management .............................................................................................................................................................................................................. 8

10 Training .......................................................................................................................................................................................................................... 8

Annex A (informative) Examples of cuisines in different countries .................................................................................10

Bibliography .............................................................................................................................................................................................................................19

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ISO/DIS 21621:2020(E)
Foreword

ISO (the International Organization for Standardization) is a worldwide federation of national standards

bodies (ISO member bodies). The work of preparing International Standards is normally carried out

through ISO technical committees. Each member body interested in a subject for which a technical

committee has been established has the right to be represented on that committee. International

organizations, governmental and non-governmental, in liaison with ISO, also take part in the work.

ISO collaborates closely with the International Electrotechnical Commission (IEC) on all matters of

electrotechnical standardization.

The procedures used to develop this document and those intended for its further maintenance are

described in the ISO/IEC Directives, Part 1. In particular, the different approval criteria needed for the

different types of ISO documents should be noted. This document was drafted in accordance with the

editorial rules of the ISO/IEC Directives, Part 2 (see www .iso .org/ directives).

Attention is drawn to the possibility that some of the elements of this document may be the subject of

patent rights. ISO shall not be held responsible for identifying any or all such patent rights. Details of

any patent rights identified during the development of the document will be in the Introduction and/or

on the ISO list of patent declarations received (see www .iso .org/ patents).

Any trade name used in this document is information given for the convenience of users and does not

constitute an endorsement.

For an explanation of the voluntary nature of standards, the meaning of ISO specific terms and

expressions related to conformity assessment, as well as information about ISO's adherence to the

World Trade Organization (WTO) principles in the Technical Barriers to Trade (TBT), see www .iso .org/

iso/ foreword .html.

This document was prepared by Technical Committee ISO/TC 228, Tourism and related services.

Any feedback or questions on this document should be directed to the user’s national standards body. A

complete listing of these bodies can be found at www .iso .org/ members .html.
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ISO/DIS 21621:2020(E)
Introduction

Today, national and ethnic restaurants providing food with both traditional and regional cuisines are

located everywhere especially in tourist destinations.

Guests of these restaurants are tourists and local citizens who take advantage of the opportunity to

taste and experience other nationalities’ cuisines, even in their own country.

Feedback of guests indicate that the most important elements in satisfying guests’ expectations are

physical appearance, harmonic combination of cultural factors, and provision of services in traditional

restaurants.

Hence, in order to meet the guests’ satisfaction, these restaurants can create an ambience – desired

atmosphere – suitable space, equipment, table settings, menu design and other service characteristics.

Regardless of variations based on differences of nationality and culture, this document emphasizes the

cultural elements while rendering services, and prioritizes a favourable environment and authentic

experience of customs and lifestyle related to food habits of other populations. Thus, it will determine

criteria regarding cuisines (food and beverages and supplements), living cultural elements (dialects,

costume, etc.), and catering arrangements (equipment, fixtures and accessories all in synchronization

with a given historical period), which can help promoting the quality of services. So, the visitors, both

domestic and international, can choose their favourite place to eat and to pay for the services that they

really have expected.
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DRAFT INTERNATIONAL STANDARD ISO/DIS 21621:2020(E)
Tourism and related services — Traditional restaurants —
Visual aspects, decoration and services
1 Scope

This document establishes requirements and recommendations related to the environment and the

service provision of traditional restaurants, which belong to a specific cuisine and custom of a specific

country and/or area.

The document specifies physical features of traditional restaurants (visual specifications for buildings,

furniture and decoration), elements related to the specific cuisine and customs of serving food as well

as staff requirements (clothing, behaviour, language) that affect the traditional style and quality of the

service.

Requirements related to the technical characteristics of the buildings and general requirements of

preparation and cooking in the kitchen and other spaces of back office are excluded from this standard

and may be subject to other standards.
2 Normative references
There are no normative references in this document.
3 Terms and definitions
For the purposes of this document, the following terms and definitions apply.

ISO and IEC maintain terminological databases for use in standardization at the following addresses:

— ISO Online browsing platform: available at https:// www .iso .org/ obp
— IEC Electropedia: available at http:// www .electropedia .org/
3.1
traditional restaurant

public restaurant providing traditional food and local beverages in a specific style specially aimed at

ethnic cuisine
3.2
traditional food

foods and dishes passed through generations (or which have been consumed locally and/or regionally

for an extended time period), and that play a major role in traditions, identity and heritage of different

cultures

Note 1 to entry: Traditional food is generally prepared using “traditional ingredients” (raw material of primary

products), “traditional composition” or “traditional type of production and/or processing method”.

3.3
traditional beverage

common beverages belonging to the local population of each city, area, country or prepared by the

population’s ancestors
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3.4
corrective action

action to eliminate the cause of a non-conformity (3.5) and to prevent recurrence

[SOURCE: ISO 9000:2015, 3.12.2, modified – Notes have been removed]
3.5
non-conformity
non-fulfilment of a requirement (3.6)
[SOURCE: ISO 9000:2015, 3.6.9, modified – Notes have been removed]
3.6
requirement
need or expectation that is stated, generally implied or obligatory
[SOURCE: ISO 9000:2015, 3.6.4, modified – Notes have been removed]
3.7
sustainability policy

intentions and direction of an organization, related to sustainability, as formally expressed by its top

management
[SOURCE: ISO 21401:2018, 3.41]
3.8
guest satisfaction

guest’s perception of the degree to which the guest’s requirements have been fulfilled

[SOURCE: ISO 9000:2015, 3.9.2, modified — Note 3 has been removed]

Note 1 to entry: Guest complaints are a common indicator of low guest satisfaction but their absence does not

necessarily imply high guest satisfaction.

Note 2 to entry: Even when guest requirements have been agreed with guest and fulfilled, this does not

necessarily ensure high guest satisfaction.
3.9
converted building

building with considerable artistic heritage value, used as a traditional restaurant after having

implemented the necessary changes

Note 1 to entry: There are some procedures and instructions for these changes in each country in order to

maximize the conservation of the heritage value of such buildings.
3.10
carrying capacity

measure that addresses the question of how many visitors can be permitted into an area in any specific

time, taking into account, at least, the risk of degrading the site, its physical capacity, and the visitors’

experience

Note 1 to entry: These desirable limits measure the types and levels of sustainable use.

[SOURCE: ISO 18065:2015, 3.1]
4 Features of the traditional restaurant
4.1 General

Regarding physical features and operation, traditional restaurants work under disciplines of catering

establishment. The following sub clauses detail the features of static appearance (such as gardening,

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building, entrances, furniture, decorations, table setting) which contain the theatrical aspects and

cultural factors.
4.2 General features

4.2.1 The building used for traditional restaurant shall have architectural characteristics based on a

defined style.

4.2.2 During the converting process, the historical and spiritual value and consistency of the converted

buildings as well as its style should be protected.

4.2.3 Carrying capacity of the building shall be taken into consideration while converting the building.

4.2.4 The name of the traditional restaurant should not be confusing.

NOTE The name of the traditional restaurant is mostly the first item attracting the guests, and ultimately

may affect their decision to eat there. For example, a traditional restaurant named Seoul is supposed to provide

Korean cuisine in Korean style.

4.2.5 A maintenance plan for all areas shall be developed. The maintenance plan shall include the

record of faults, if any, and/or measures regarding conservation issues. A responsible person shall be

appointed, in order to observe the maintenance plan.

4.2.6 Buildings and furniture should be built or redesigned with natural or local materials such as

wood, stone, etc., if applicable.

4.2.7 Accessibility aspects should be considered during the converting process and operation of the

restaurant, when applicable.

NOTE ISO 21542, ISO 23599, and ISO 21902 may be used as useful guides in this respect.

4.3 Entrance

4.3.1 The design of the façade of the traditional restaurant should be harmonized with the manuscript

and the motifs of the target culture.

4.3.2 Inscription indicating the name of the traditional restaurant should be located at the facade.

4.3.3 A standard ramp at the entrance should be provided to facilitate accessibility for the people with

disabilities such as people in a wheelchair or guests using a walker.

4.3.4 Separate doors for entry and exit of staff, supplies and food waste should be used.

4.3.5 Floor cover in corridors should be appropriate with conventional coatings of the target culture.

Hygienic aspects for the covering should be considered.

NOTE Carpets, which do not conflict with the traditional style, can be used for covering the floor.

4.4 Main hall

4.4.1 Integrated design for hall space should be done professionally; particularly in view of old

collections such as containers, fat-burning lamps, candlesticks pots, and statues to decorate in the

appropriate design.
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4.4.2 Wall coverings with consideration of table décor and other decorations should be considered in

the conceptual design. Rooms next to the interior open spaces should have windows for getting light and

ventilation. Curtains for covering the windows shall be harmonized with the hall decorations.

4.4.3 Covering of the hall floor should be made of materials, which are easy to clean and harmonized

with hall decorations as much as possible.
NOTE Complementary design can be used.

4.4.4 Kitchen may be designed for cooking show. In order to have a proper ventilation, there should be

a kind of separation between the work area and the dining area.

4.4.5 Part of the hall should be allocated for welcoming guests with traditional warm or cold drinks

and light snacks at times other than breakfast, lunch and dinner.

4.4.6 The hall shall be equipped with proper ventilation according to the concept of the traditional

restaurant.

4.4.7 There shall be a collection system for smoke in the kitchen and a filter area

4.4.8 Bioclimatic design and elements of vernacular and landscape architecture should be considered

in the facilities.
4.5 Annex spaces
4.5.1 There should be separate lavatories for women and men with clear signs.

4.5.2 Water closets for both women and men shall be equipped with baby changing facilities.

4.5.3 There shall be at least one standard lavatory allocated to people with disabilities, with clear signs.

4.5.4 The walls of the sanitary facilities shall be covered to the ceiling with materials that are easy to

clean and disinfect.

4.5.5 Sufficient water, paper tissues, and handwashing liquid shall be supplied in sanitary facilities.

4.5.6 For saving energy, the use of smart technologies should be taken into consideration.

4.5.7 Dining room and other staff’ welfare places shall be separate and out of sight of the guests.

4.5.8 A waiting area should be foreseen for peak hours.
4.6 Station and parking lots
The traditional restaurant should have facilities for parking.
NOTE Public parking close to the traditional restaurant can be used.
4.7 Indoor and outdoor areas

4.7.1 The indoor area shall display clear signage to the emergency exits and lavatories.

4.7.2 Design of the indoor area should be harmonized with the main hall.
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4.7.3 The traditional restaurant premises should be clean and scenic.

4.7.4 Handicrafts, musical instruments and/or other traditional elements harmonized with the style of

the traditional restaurant should be used in decoration of both indoor and outdoor areas.

NOTE Any country/area may have a specific element for traditional decoration for example, in Iran water-

view like small pools with fountains are used as a decorative traditional element in buildings.

4.7.5 Decorative lamp shades and lighting should be used in outdoor area.

4.7.6 Outdoor area should not be occupied with raw materials, garbage or any other object that may

affect aesthetics of the area.

4.7.7 If temporary collection points for waste exists, necessary measures should be taken to remove

smells and visual filtering of waste in the area. Hygiene aspects should be respected.

5 Mise en place – table setting
5.1 There may be different types of tables and seats.

5.2 Reception style and seating of guests should conform to the style of traditional restaurant. Other

types of chairs and tables harmonized with traditional seats should be available to the guests who cannot

use traditional seats.

5.3 Variety of table linens, napkins, and other decorative elements, if applicable, should be harmonized

with the style of the traditional restaurant.
5.4 There should be side tables to assist service.

5.5 If the culinary offer is displayed on a buffet table, it shall be kept at the right temperature.

5.6 There should be quiet trolleys for easy transport of food containers. In case there are specific

traditional ways for carrying foods, such as kinds of big trays in some traditional restaurants, they are

preferable.

5.7 There should be signs for reserved tables. Also, each table should have a defined number.

5.8 There should be a table with necessary equipment for serving warm and cold beverages in the

meal intervals with respect to the target cuisine and the number of seats.

5.9 Tiny samples of great monuments, handicrafts, and homemade products as souvenirs should be

offered.
5.10 A wheelchair and a few special seats for children should be available.

5.11 Table wares, cutleries and cruets used in traditional restaurants and the style of service should be

harmonized to the kind of cuisine, if applicable.

5.12 According to both hygienic considerations and style of reception, using any disposable wares such

as melamine and plastic shall be avoided.
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6 Staff
6.1 Appearance and behaviour requirements of staff

6.1.1 All staff of the traditional restaurant, especially those in direct contact with the guests, shall wear

uniform dresses with a design harmonized with the style of the traditional restaurant.

6.1.2 All staff shall be clean and tidy.

6.1.3 All staff especially those in direct contact to foods and beverages shall have health certificates.

6.1.4 Periodic health tests should be done for the staff.

6.1.5 There shall be clear instructions related to duties and responsibilities of the staff. The instructions

shall be communicated to the staff.
6.2 Staff qualification

6.2.1 According to their responsibilities, the staff shall have the following qualifications (see also

Clause 10):

— Waiters/waitresses shall have enough information about the ingredients and preparation of foods

and drinks appeared on the menu, as well as their general associated benefits and risks. They shall

be able to explain this information to the guests upon request.

— Manager, cashier, doorman, waiters/waitresses and all the staff who are in direct contact with the

foreigner guests should have knowledge of the foreign language spoken by the majority of their guests.

— For doorman and some waiters/waitresses the knowledge of foreign language may be limited to the

simple sentences such as greetings and basic conversations.

6.2.2 All staff in direct contact with the guests, especially foreigner guests, should be informed about

the variety of cultures and how to communicate with people with cultural differences in a polite and

respectful way.
7 Features of services
7.1 Services requirements and recommendations
7.1.1 The guests can be welcomed in the traditional style.

EXAMPLE 1 Greeting guests at the entrance of the building in a small brazier smoke is rue in Iran.

EXAMPLE 2 Burning incense is a custom of welcome in some countries.

7.1.2 For foreigner guests, a clear bill should be issued in English, or if possible, in the spoken language

of that guest.

7.1.3 Different ways of payment such as cash, card and electronic payment methods should be

accepted.

7.1.4 Any question regarding the bill shall be clearly answered, so that no ambiguity is left.

7.1.5 The traditional restaurant’s policy on gratuities shall be communicated to the guests.

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7.1.6 Working hours, menu items as well as the timing schedule of live music performances shall be

displayed in the local language and English language at the entrance of the traditional restaurant.

7.1.7 Traditional music should be played during the opening hours.

7.1.8 Live cooking should be planned and done in the hall permanently or according to a timetable.

7.1.9 A live music performance program shall be displayed, if applicable. The exact time of

performances as well as any changes in the program shall be clearly communicated to the guests.

7.1.10 Live music shall not be too loud, but shall be heard from all places of the main hall.

7.1.11 There is no need to limit the live music to only traditional music, because it may be boring for the

guests. But traditional instruments and traditional music in between should be used.

7.1.12 While performing live music the light music shall be stopped.

7.1.13 As some guests such as elderly people may suffer from loud sounds, it is recommended to ask the

guests if they like to be near the live music station or not, before they choose their place.

7.1.14 Free Wi-Fi internet service should be provided in the restaurant.
7.2 Menu requirements

7.2.1 There shall be a printed menu with an accurate description of the ingredients. Photos may be

used in the printed menu.

7.2.2 There shall be a list of food and beverages and their prices in local language and at least one

foreign language, preferably in English,
7.2.3 Menu should be written legible and without any corrosion.
7.2.4 If preparation time takes more than 30 min, it shall be communicated.

7.2.5 Types of traditional dishes accompanied with food process description shall be included. The

menu shall also include at least one or two items of traditional starters and desserts.

7.2.6 There shall be at least one option for vegetarians.

7.2.7 There should be traditional beverages in the menu. If the traditional beverage contains alcohol, it

should be marked. The ingredients of the beverages also should be mentioned.
7.2.8 Potable bottled water shall be included in any case.
8 Safety and security
8.1 The restaurants shall be equipped with appropriate fire safety facilities
8.2 Illumination shall not alter the colour of the food.
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8.3 Circulation of food should fulfil the principle of march to the front and other norms that ensure the

food safety.

8.4 All staff in direct contact with the food should have knowledge of the norms that ensure the

food safety.

8.5 When two or more people sit at the same table, public tableware (knife, fork, spoon, chopsticks

and etc.) should be provided.
9 Management

9.1 The manager or his/her representative should always be present at the traditional restaurant

during working hours.
9.2 If the manager has an office, this shall be available to the guests.
9.3 The manager or his/her representative should always monitor the hall.
9.4 The guests should have access to the telephone if needed.
NOTE This can be achieved by assigning a telephone for guests at the main hall.

9.5 A first-aid kit shall exist in the traditional restaurant for emergency cases.

9.6 The traditional restaurant shall have a guest satisfaction policy in place and establish a complaints

and suggestions procedure to ensure that corrective action is taken.
NOTE ISO 10002 can be a useful guide for this purpose.

9.7 A sustainability policy including social, environmental and economic aspects-should be considered

by the management of the traditional restaurant. Objectives and goals for the sustainability policy should

be defined.
10 Training

10.1 All staff shall be trained according to their role in the traditional restaurant. Training shall include

at least the following:

— duties and responsibilities of the staff according to their role in the traditional restaurant;

— customer satisfaction;
— emergency situation and response;
— safety of the foods and beverages;
— non conformity in any service according to the duties of the staff.

10.2 Training courses should be related to careers and gaining good experiences in using side tables

and trolleys, cleaning tables, serving food and beverages for the guests in the traditional way.

10.3 The staff in direct contact with guests shall pass training courses regarding the tradition and

customs of the area and era, to which the traditional restaurant belongs. Also, behaviour rel

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