ISO/TC 228 - Tourism and related services

This document specifies the fundamental concepts and principles of, and a model for, sustainable tourism. This document is applicable to private and public organizations and destinations, regardless of their size and location, plus other interested parties engaged in sustainable tourism development.

This document establishes the requirements and recommendations related to the equipment and services applicable to heritage hotels in order to provide quality services in a traditional style. This document emphasizes the harmonization of the equipment, furniture and service provision style with the historical period to which the heritage hotel belongs. It does not deal with the equipment or services of other types of hotels.

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 or area. This 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 back office spaces are not included in this document.

This document establishes the minimum requirements for supplementary charter services and experiences offered by a charter provider. It is applicable to any individual or organization which offers such additional services. This document excludes bareboats that: — do not have living accommodation; — are only hired as accommodation and are not permitted to leave their mooring/berth. This document does not establish the construction requirements for equipment provided.

This document defines terms used in the tourism industry in relation to the various types of tourism accommodation and their related services.

This document establishes requirements and provides guidelines for “accessible tourism for all” with the aim of ensuring equal access and enjoyment of tourism by the widest range of people of all ages and abilities. This document provides information on the key aspects of policy making, strategy, infrastructure, products and services and is addressed to all stakeholders involved in the tourism supply chain, whether from the public or private sector. It applies at local, regional, national and international levels. NOTE Stakeholders include, but are not limited to, public administrations, accommodation services, catering and restaurant services, transport, tour operators and travel agencies, MICE and leisure activities, as well as service providers from other economic sectors related to tourism, travel and destination management, including their contractors and suppliers.

This document establishes requirements and recommendations for tourist organizations to prevent the spread of coronavirus SARS-CoV-2 in order to protect their employees’ health from COVID-19 and to provide safer tourist services and products to tourists and residents. NOTE This document does not address after-work practices of employees. This document applies to the whole tourism value chain, including the following 20 subsectors: accommodation adventure tourism and ecotourism beaches catering services golf services medical and wellness spas MICE tourism museums and heritage sites natural protected areas (NPAs) night leisure scuba diving ski areas theme and leisure parks NOTE This includes water parks, animal parks (zoos, aquariums, wildlife refuges) and family entertainment centres. tourist transport tourist guides tourist visits tourist information offices travel agencies unique public spaces yacht harbours and nautical activities Each tourist organization is expected to conform only to those measures that apply to the services that it offers, including the core requirements established in Clause 4, the relevant applicable subclause in Clause 5 and the relevant applicable ancillary services and facilities in Clause 6. NOTE The term tourist organization applies for all 20 subsectors.

This document establishes the requirements and recommendations for facilitators and healthcare providers in medical tourism. This document intends to ensure quality service provision for tourists in order to meet the expectations of tourists travelling for medical reasons as a primary motivation. This document does not apply to thalassotherapy centres, medical spas or wellness spas.

This document establishes the requirements and recommendations of competencies and the related expected results of competencies for adventure tourism activity leaders common to any adventure tourism activity, which can affect the quality and safety of the services provided. It can be used by all types and sizes of providers operating in different geographic, cultural and social environments. This document does not apply to diving leaders, for whom References [1], [2] and [4] to [9] apply.

This document establishes quality requirements and recommendations for hotels regarding staff, service, events, entertainment activities, safety and security, maintenance, cleanliness, supply management and guest satisfaction. The requirements are applicable regardless of their classification and category, and whether the services are provided directly by internal staff or by a subcontractor.

This document establishes minimum requirements for commercial and non-commercial harbours for yachts (defined for the purposes of this document in 3.24) to deliver luxury facilities and services to the yachting community. It details the requirements for a luxury yacht harbour to be considered a luxury facility, providing exceptional levels of customer service to meet the user's needs in a time-efficient way. This document does not cover specifics of yards, dry stacks, dry-docking areas, dry storages, fuel stations or nearby beaches. This document does not cover risks in case of abnormal weather conditions above wind force 9 on the Beaufort scale, extreme sea conditions or rogue waves.

This document specifies requirements for service providers with regard to responsible practices for the provision of their services. This document applies, but is not limited, to recreational-diving-related activities, for example: — scuba diving; — snorkelling; — free diving (breath hold diving). Further, this document provides guidance to all stakeholders involved in recreational-diving-related activities on best practice to minimize negative impact on the aquatic environment and to optimize positive outcomes. NOTE In this document the term "aquatic" refers to all bodies of water. This document helps stakeholders to identify and compare service providers who follow environmental best practice.

This document specifies requirements for training programmes designed to educate participants in environmental awareness and sustainable environmental practices in recreational diving activities. The training programmes consist of theory and an optional practical training segment water session.

This document specifies environmental, social and economic requirements to implement a sustainability management system in accommodation establishments in the tourism sector. This document applies to the aspects that can be controlled by the accommodation establishments and over which they can exert influence. This document is applicable to any accommodation establishment, regardless of its type, size or location, that wishes to: a) implement, maintain and improve sustainable practices in their operations; b) ensure conformance with its defined sustainability policy.

This document specifies requirements for the provision of quality services at medical spas which use natural healing waters (except sea water) and other natural resources. This document does not cover decisions that correspond to the medical profession. This document does not apply to thalassotherapy centres or wellness spa centres.

This document provides requirements and recommendations for adventure tourism activity providers on good practices for sustainability (environmental, social and economic aspects) for adventure tourism activities. This document can be used by all types and sizes of adventure tourism activity providers, operating in different geographic, cultural and social environments.

ISO 20410:2017 sets out the minimum service level and equipment requirements for bareboats offered for charter on inland, coastal and/or offshore waters. It is applicable to any individual or organization that offers a bareboat for charter. ISO 20410:2017: · covers the safety of the bareboat and its occupants, but not associated sport or water-based recreational activities; · excludes boats that are provided with a skipper and/or crew and bareboats that do not have living accommodation; · does not establish the construction requirements for bareboats and equipment provided.

ISO 13687-1:2017 establishes minimum requirements for commercial and non-commercial harbours for leisure craft in order to define the basic level to deliver services to the boating community for all types of recreational boating activities, excluding the standardization of sports activities. The scope does not cover specifics of boat yards, dry stacks, dry-docking areas, dry storages, fuel stations and nearby beaches. ISO 13687-1:2017 does not cover risks in case of abnormal weather conditions above windforce 9 on the Beaufort scale and extreme sea conditions or rogue waves.

ISO 13687-2:2017 establishes minimum requirements for commercial and non-commercial harbours for leisure craft in order to define the intermediate level to deliver services to the boating community for all types of recreational boating activities, excluding the standardization of sports activities. The scope does not cover specifics of boat yards, dry stacks, dry-docking areas, dry storages, fuel stations and nearby beaches. ISO 13687-2:2017 does not cover risks in case of abnormal weather conditions above windforce 9 on the Beaufort scale and extreme sea conditions or rogue waves.

ISO 13687-3:2017 establishes minimum requirements for commercial and non-commercial harbours for leisure craft in order to define the high level to deliver services to the boating community for all types of recreational boating activities, excluding the standardization of sports activities. The scope does not cover specifics of boat yards, dry stacks, dry-docking areas, dry storages, fuel stations and nearby beaches. ISO 13687-3:2017 does not cover risks in case of abnormal weather conditions above windforce 9 on the Beaufort scale and extreme sea conditions or rogue waves.

ISO 11121:2017 specifies minimum programme content requirements for training organizations for introductory scuba experiences in recreational scuba diving. Under no conditions are these requirements considered to be a standard for the training and qualification of scuba divers. ISO 11121:2017 applies to programmes that include participants being taken into an open water environment. It does not apply to programmes that are exclusively conducted in a confined water environment (e.g. swimming pools). ISO 11121:2017 also specifies the conditions under which this service is to be provided, which supplement the general requirements for recreational diving services specified in ISO 24803.

ISO 24803:2017 specifies requirements for service providers in the field of recreational scuba diving and snorkelling excursions. It specifies the following areas of service provision: - introductory diving activities; - snorkelling excursions; - provision of training and education; - organized and guided diving for qualified divers; - rental of diving and snorkelling equipment. Service providers can offer one or more of these services. ISO 24803:2017 specifies the nature and quality of the services to the client. ISO 24803:2017 does not apply to freediving (also called "apnea diving").

ISO 17679:2016 establishes the service requirements of a wellness spa, the main supporting processes and the quality of service to be provided to the client. ISO 17679:2016 can be used by all types and sizes of wellness spas even if it is part of another activity (e.g. accommodation facilities, fitness centres and hospitals). ISO 17679:2016 does not include any accommodation or food and beverage requirements. ISO 17679:2016 does not apply to medical spas and thalassotherapy centres. ISO 17679:2016 does not cover decisions that are related to medical professions, medical training or any religious aspects.

ISO/TS 13811:2015 provides guidelines for developing specifications aimed at reducing the negative impacts and increasing the positive impacts of accommodation establishments on the environment. ISO/TS 13811:2015 does not apply to campsites.

ISO 13810:2015 establishes general requirements for industrial tourism offered by service providers intending to transmit knowledge of production, scientific and technical activities, both present and past, based on processes, know-how, products or services. The requirements in ISO 13810:2015 are applicable to all the services of industrial tourism (visits and additional offer), dealing with living industry, industrial heritage, or a combination of both, including the facilities and equipment related to such services, as well as their internal operation. Technical specifications regarding tools and equipment used in these services are excluded.

ISO 17680:2015 establishes the requirements for the provision of services in thalassotherapy centres using marine environment's beneficial effects with curative or preventive purposes, aiming at ensuring -Good quality services responding to customer's implicit and explicit needs, -The respectful use of the thalassotherapy concept, -Very specifically, the implementation of hygiene and safety principles, and -The comfort to the customers. ISO 17680:2015 does not deal with the therapeutic virtues supposed to be offered by thalassotherapy nor does it cover decisions that correspond to the medical profession. ISO 17680:2015 does not apply to accommodation nor to catering services. It is understood that all national legal obligations especially regarding hygiene, health, consumers, and employees are to be fulfilled by the thalassotherapy centre.

ISO 18065:2015 establishes the requirements for tourist services provided directly by NPAA in order to satisfy visitors while giving priority to the NPA conservation objectives, excluding the marine protected areas. NOTE These NPAs can be publicly or privately managed, managed by the community or by NGO, or managed by a mixture of some or all of these possibilities.

ISO 13009:2015 establishes general requirements and recommendations for beach operators that offer tourist and visitor services. It provides guidance for both beach operators and users regarding the delivery of sustainable management and planning, beach ownership, sustainable infrastructure and service provision needs, including beach safety, information and communication, cleaning and waste removal. ISO 13009:2015 is applicable to beaches during the bathing season.

ISO 21101:2014 outlines the requirements of a safety management system for adventure tourism activity providers. A provider can use ISO 21101:2014 for the following: to enhance safety performance; to meet expectations for participant and staff safety; to demonstrate safe practice; to support compliance with applicable legal requirements. ISO 21101:2014 can be used by all types and sizes of providers, operating in different geographic, cultural and social environments.

ISO 14785:2014 establishes minimum quality requirements for services provided by tourist information offices (TIO) of any type and size, whether publicly or privately operated, in order to satisfy visitors' expectations.

ISO 24801-1:2014 specifies the competencies required of a scuba diver in order to obtain a scuba diver qualification from a training organization attesting that he/she has met or exceeded scuba diver level 1 ("Supervised diver"), and specifies evaluation criteria for these competencies. It also specifies the conditions under which training is provided, in addition to the general requirements for recreational diving service provision in accordance with ISO 24803. ISO 24801-1:2014 applies to training and evaluation in recreational scuba diving.

ISO 24801-2:2014 specifies the competencies required of a scuba diver in order to obtain a scuba diver qualification from a training organization attesting that he/she has met or exceeded scuba diver level 2 ("Autonomous diver"), and specifies evaluation criteria for these competencies. It also specifies the conditions under which training is provided, in addition to the general requirements for recreational diving service provision in accordance with ISO 24803. ISO 24801-2:2014 applies to training and evaluation in recreational scuba diving.

ISO 24802-1:2014 specifies the competencies required of a scuba instructor in order to obtain a scuba instructor qualification from a training organization attesting that he/she has met or exceeded scuba instructor level 1, and specifies evaluation criteria for these competencies. It also specifies the conditions under which training is provided, in addition to the general requirements for recreational diving service provision in accordance with ISO 24803. ISO 24802-1:2014 applies to training and evaluation in recreational scuba diving.

ISO 21103:2014 specifies minimum requirements for information to be provided to participants before, during and after adventure tourism activities. ISO 21103:2014 can be used by all types and sizes of providers operating in different geographic, cultural and social environments.

ISO 24801-3:2014 specifies the competencies required of a scuba diver in order to obtain a scuba diver qualification from a training organization attesting that he/she has met or exceeded scuba diver level 3 ("Dive leader"), and specifies evaluation criteria for these competencies. It also specifies the conditions under which training is provided, in addition to the general requirements for recreational diving service provision in accordance with ISO 24803. ISO 24801-3:2014 applies to training and evaluation in recreational scuba diving.

ISO 24802-2:2014 specifies the competencies required of a scuba instructor in order to obtain a scuba instructor qualification from a training organization attesting that he/she has met or exceeded scuba instructor level 2, and specifies evaluation criteria for these competencies. It also specifies the conditions under which training is provided, in addition to the general requirements for recreational diving service provision in accordance with ISO 24803. ISO 24802-2:2014 applies to training and evaluation in recreational scuba diving.

ISO 13293:2012 specifies requirements for gas blender training programmes and the competencies required of an individual in order to obtain a gas blender certificate from a training organization, attesting that he/she has met or exceeded the requirements specified in ISO 13293:2012. ISO 13293:2012 specifies two levels of gas blender qualification, as follows: Level 1 gas blender; Level 2 gas blender. ISO 13293:2012 recognizes that a training programme can be organized and delivered in a modular way.

ISO 13289:2011 specifies minimum requirements for service providers offering supervised recreational snorkelling excursions. ISO 13289:2011 applies to activities that will include participants being taken into an open water environment. It does not apply to activities that are exclusively conducted in a confined water environment, e.g. pools. ISO 13289:2011 also specifies particular conditions under which the service is provided, in addition to the general requirements for recreational diving service provision specified in ISO 24803.

ISO 13970:2011 specifies requirements for snorkelling guide training programmes and the criteria to be met that permit a training organization to award a snorkelling guide qualification indicating that the requirements specified in ISO 13970:2011 have been met. ISO 13970:2011 also specifies the particular conditions under which the training is provided, in addition to the general requirements for recreational diving service provision specified in ISO 24803.

ISO 11107:2009 specifies the level of competence required of a scuba diver in order to be awarded an enriched air nitrox (EAN) diver certification by a training organization. ISO 11107:2009 also specifies the conditions under which training is to be provided, which supplement the general requirements for recreational diving services specified in ISO 24803.

ISO 25639-2:2008 establishes standard measurement procedures applicable to terms commonly used in the exhibition industry, as defined in ISO 25639-1. ISO 25639-2:2008 is intended for integral use with ISO 25639-1.

ISO 13687:2014 establishes minimum requirements for commercial and non-commercial harbours for leisure boats and yachts to deliver services to the boating community, excluding the standardization of sports activities. The scope does not cover specifics of boat yards, dry stacks, dry-docking areas, dry storages, fuel stations, and nearby beaches. Compliance with ISO 13687:2014 does not guarantee total safety or total freedom of risk in case of abnormal weather conditions above windforce 9 on the Beaufort scale and extreme sea conditions or rogue waves.

ISO/TR 21102:2013 indicates what the market normally considers as desirable competencies and the related expected results of competencies for adventure tourism activity leaders common to any adventure tourism activity. ISO/TR 21102:2013 does not apply to adventure tourism activity leaders involved in underwater activities for which there are other specific International Standards.

ISO 11121:2009 specifies minimum requirements for training organizations that offer introductory scuba experience training programmes to non-divers. ISO 11121:2009 applies to programmes that include participants being taken into an open water environment. It does not apply to programmes that are exclusively conducted in a confined water environment (e.g. swimming pools). ISO 11121:2009 also specifies the conditions under which this service is to be provided, which supplement the general requirements for recreational diving services specified in ISO 24803.

ISO 24802-2:2007 specifies the competencies that a scuba instructor has to have achieved in order for a training organization to award the scuba instructor certification indicating that he has met or exceeded scuba instructor level 2 and specifies assessment of these competencies. It also specifies conditions under which training has to be provided, in addition to the general requirements for recreational diving service provision in accordance with ISO 24803. ISO 24802-2:2007 applies only to contractual training and certification in recreational scuba diving.

ISO 24802-1:2007 specifies the competencies that a scuba instructor has to have achieved in order for a training organization to award the scuba instructor certification indicating that he has met or exceeded scuba instructor level 1 and specifies assessment of these competencies. It also specifies conditions under which training has to be provided, in addition to the general requirements for recreational diving service provision in accordance with ISO 24803. ISO 24802-1:2007 applies only to contractual training and certification in recreational scuba diving.

ISO 24801-3:2007 specifies the competencies that a scuba diver has to have achieved in order for a training organization to award the scuba diver certification indicating that he has met or exceeded scuba diver level 3 - "Dive leader" and specifies assessment of these competencies. It also specifies conditions under which training has to be provided, in addition to the general requirements for recreational diving service provision specified in ISO 24803. ISO 24801-3:2007 applies only to contractual training and certification in recreational scuba diving.

ISO 24801-2:2007 specifies the competencies that a scuba diver has to have achieved in order for a training organization to award the scuba diver certification indicating that he has met or exceeded scuba diver level 2 -- "Autonomous diver" and assessment of these competencies. It also specifies conditions under which training has to be provided, in addition to the general requirements for recreational diving service provision specified in ISO 24803. ISO 24801-2:2007 applies only to contractual training and certification in recreational scuba diving.

ISO 24801-1:2007 specifies the competencies that a scuba diver has to have achieved in order for a training organization to award the scuba diver certification indicating that he has met or exceeded scuba diver level 1 -- "Supervised diver" and specifies assessment of these competencies. It also specifies conditions under which training has to be provided, in addition to the general requirements for recreational diving service provision in accordance with ISO 24803. ISO 24801-1:2007 applies only to contractual training and certification in recreational scuba diving.

ISO 24803:2007 specifies requirements for service providers in the field of recreational scuba diving. It specifies three areas of service provision: training and education, organized and guided diving for certified divers, rental of diving equipment. Service providers may offer one or more of these services. ISO 24803:2007 specifies the nature and quality of the services to the client and applies only to contractual provision of those services.