new acreditation standards

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DOT MEMORANDUM CIRCULAR NO. 2012-02

RULES AND REGULATIONS TO GOVERN THE ACCREDITATION OF ACCOMMODATION ESTABLISHMENTS HOTELS, RESORTS AND APARTMENT

HOTELS

PURSUANT TO THE AUTHORITY VESTED IN THE DEPARTMENT OF TOURISM (DOT) BY REPUBLIC ACT NO. 9593 OTHERWISE KNOWN AS THE TOURISM ACT OF 2009 DATED MAY 12, 2009, ON THE MANDATORY ACCREDITATION OF PRIMARY TOURISM ENTERPRISES, THE NATIONAL TOURISM STANDARDS FOR THE ACCOMMODATION SECTOR HOTELS, RESORTS AND APARTMENT HOTELS ARE HEREBY PROMULGATED TO IMPLEMENT THE INTENT AND PURPOSE OF THE SAID REPUBLIC ACT.

BOOK ONE

GENERAL PROVISIONS

Rule I.

Definition and Basic Guidelines

Section 1. Title. These rules shall be referred to as RULES AND REGULATIONS TO

GOVERN THE ACCREDITATION OF ACCOMMODATION ESTABLISHMENTS HOTELS, RESORTS AND APARTMENT HOTELS.

Section 2. Definition of Terms. When used in these Rules, the following terms shall, unless the context otherwise indicates, have the following meaning:

a. Accreditation shall refer to a certification issued by the Department to a tourism enterprise that officially recognizes it as having complied with the minimum standards for the operation of tourism facilities and services;

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b. Act shall refer to Republic Act No. 9593, otherwise known as the Tourism Act of 2009;

c. Apartment Hotel shall refer to serviced apartments offering self-contained units that contain access to kitchen and laundry facilities. A number of bedrooms may share one bathroom in the unit;

d. Department or DOT shall Department refers to the Department of Tourism created pursuant to Presidential Decree No. 189 (1973), as amended;

e. Hotel shall refer to full service accommodation with reception and guest rooms generally offering private facilities with an onsite restaurant, room and bar services available. Additional facilities such as business centres and conference rooms are expected;

f. Mandatory Requirements (M) shall refer to those requirements without which an enterprise shall not be accredited;

g. Minimum Requirements (m) shall refer to those requirements which are minimum to a certain classification, without which the establishment will not be awarded such classification but instead be downgraded to a lower one, regardless of the total points accumulated.

h. OTSR shall refer to the Office of Tourism Standards and Regulation of the Department.

i. Primary tourism enterprises refers to travel and tour services; land, sea and air transport services exclusively for tourist use; accommodation establishments; convention and exhibition organizers; tourism estate management services; and such other enterprises as may be identified by the Secretary, after due consultation with concerned sectors;

j. Quality Gradings shall refer to such terms as unacceptable, adequate, good, very good, excellent and outstanding are used to signify the ascending levels of quality;

k. Resort shall refer to full service accommodation located in a more natural, relaxed environment, with reception and guest rooms generally offering private facilities with an onsite restaurant, room and bar service available. Additional recreation facilities and tour services are expected;

l. Rules shall refer to these rules and regulations implementing the Accreditation of accommodation establishments without prejudice to the Implementing Rules and regulations of the Tourism Act of 2009.

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m. Standards shall refer to a set of written functional, aesthetic and technical requirements in the form of specifications or guidelines to ensure that a product and service complies with the rules and regulations set forth by the Department

n. Tourism enterprises refers to facilities, services and attractions involved in tourism, such as, but not limited to: travel and tour services; tourist transport services, whether for land, sea or air transportation; tour guides; adventure sports services involving such sports as mountaineering, spelunking, scuba diving, and other sports activities of significant tourism potential; convention organizers; accommodation establishments, including, but not limited to, hotels, resorts, apartelles, tourist inns, motels, pension houses, and home stay operators; tourism estate management services, restaurants, shops and department stores, sports and recreational centers, spas, museums and galleries, theme parks, convention centers and zoos;

BOOK TWO

STAR GRADING SYSTEM

Rule II.

Star Grading System for Hotels, Resorts and Apartment Hotels

Section 1. Five Star Grading System. There are five (5) levels of accommodation standards ranging from one to five stars. The star bands for Hotels, Resorts and Apartment Hotels are as follows:

a. One Star: 25-40% achievement (251 to 400 points) These enterprises appeal to budget minded travellers. There is a limited range of facilities and services.

b. Two Star: 40-55% achievement (401 to 550 points) - These enterprises appeal to the tourists seeking more than basic accommodation. They offer expanded facilities and higher level of comfort.

c. Three Star: 5570% achievement (551 to 700 points) These enterprises offer a

very good level of accommodation. There are more spacious public areas, higher quality facilities and a greater range of services.

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d. Four Star: 7085% achievement (701 to 850 points) - These properties are upscale in all areas. Accommodation is refined and stylish. Service is responsive, often including an extensive array of facilities.

e. Five star: 85%-100% achievement (851 to 1,000 points) - These properties reflect

the characteristics of luxury and sophistication. The facilities are world class in every manner and the meticulous service exceeds all guest expectations.

BOOK THREE

ACCREDITATION STANDARDS FOR HOTELS, RESORTS AND APARTMENT HOTELS

NATIONAL TOURISM STANDARDS

ACCOMMODATION SECTOR HOTEL

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Rule III.

ACCREDITATION STANDARDS FOR HOTELS

No. Ratings Criteria / Indicators Points

Dimension 1: ARRIVAL / DEPARTURE

1.1 Building Appearance

1 Minimum 1-5 Exterior in a clean fit for purpose condition 0 M M M M M

2 Minimum 1-5 Hotel name clearly visible from the street 0 M M M M M

3 Minimum 1-5 Hotel name is visible at night. 0 M M M M M

4 1.2 Building - Design and Construction Quality

Unacceptable Built design and construction quality is from materials that are not durable and/or unsafe for guest use.

0

Acceptable Basic structure with adequate materials that will provide a simple and safe accommodation environment.

2

Good A functional building with good quality materials and efficient layout. 4

Very Good Strong external appeal, consistent design with any alterations linking to the original building.

6

Excellent Excellent impression and overall appeal, inviting appearance, architectural features are evident and excellent quality building materials have been used throughout.

8

Outstanding Luxurious and unique exterior, outstanding visual appeal, highest quality materials used in construction.

10

5 1.3 Building - Condition (wear and tear)

Unacceptable Neglected appearance, obvious structural repairs needed, poor outside materials, flaking paint, rotting wood, rust evident.

0

7


Acceptable Minor maintenance may be required, natural weathering is evident. 2

Good Good appearance, weathering may still exist, but in sound condition. 4

Very Good Very good maintenance of paintwork and exterior panels. 6

Excellent High standard of external appearance, allowing for the age of the building. 8

Outstanding As new condition, no building maintenance issues are visible. 10

1.4 Entrance / Exit & Parking

6 Minimum 1-5 Driveway is in a sound condition and free from significant potholes with no obvious obstructions.

0 M M M M M

7 Minimum 1-5 Driveway entrance is clearly marked and is visible at night time. 0 M M M M M

8 Minimum 1-5 Clearly designated parking area that meets the relevant provisions of the National Building Code.

0 M M M M M

9 Minimum 4 & 5 Valet parking is provided. 3 m m

1.5 Security

10 Minimum 1-5 Professional security in place 24 hours at main entry point 0 M M M M M

11 Minimum 1-5 Property and security services designed to ensure guest safety at all times 0 M M M M M

12 Effective use of CCTV with minimum 30 days recording storage 3

13 Monitoring of CCTV 24 hours 5

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14 1.6 Reception Service Hours

Minimum 1-2 Reception service available 16 hours 0 M M

Minimum 3-5 Reception service available 24 hours 5 m m m

15 1.7 Reception Size

Unacceptable Reception area is small and/or difficult to locate. 0

Acceptable Obvious size restrictions, area may be cluttered. 1

Good Functional reception for the operation 2

Very good Very good size, generous space 3

Excellent Excellent reception area, seated check in is an option. 4

Outstanding Luxurious check in facility, private check in facility is available and used as appropriate.

5

16 1.8 Reception - Seating Area

Unacceptable No seating available or seating options in poor condition with lack of privacy. 0

Acceptable No seating area available but limited privacy means it is difficult to have private conversations.

1

Good Seating available close by for a small group of not less than 4 guests 2

Very Good Comfortable seating area close by for not less than 6 guests 3

9


Excellent Seating area with excellent quality seating appropriate for the size of the Hotel 4

Outstanding Outstanding seating options are available for different sized groups to enable comfort whilst waiting near reception.

5

17 1.9 Check-in Process

Unacceptable Lengthy inefficient registration process with unacceptable wait time of over 10 minutes before receiving any service

0

Acceptable Basic registration process with minor wait time (not more than 10 minutes per guest)

2

Good Basic registration process in place, with prompt service (Not more than 8 minutes per guest)

4

Very good Basic registration process with no wait time (not more than 6 minutes per guest) 6

Excellent Pre-registration information already completed as part of the booking process for the guest who may only need to review and confirm details (Not more than 4 minutes per guest)

8

Outstanding Pre registration information completed and no wait time for registration process 10

1.10 Luggage Services

18 Minimum 1-5 Left luggage services available without dedicated space 0 M M M M M

Left luggage practices ensure bag security and luggage room is proportionate to size of hotel.

5

19 1.11 Porter Services

Minimum 3-5 Porter services are available. 5 m m m

20 1.12 Reception Staff - Appearance

10


Unacceptable Staff are poorly groomed and untidy. 0

Acceptable Staff wear clean clothing and are neat and tidy. 2

Good Staff are easily identified and well groomed. 4

Very good Staff provide a very good professional appearance. 6

Excellent Staff are very well groomed and take pride in their appearance. 8

Outstanding Staff are immaculately groomed and attention to detail is obvious. 10

21 1.13 Reception Service Quality

Unacceptable Staff are unresponsive, inattentive or absent for extended periods. 0

Acceptable Staff are not very attentive or seem distracted, may be absent for short periods. 2

Good Staff are polite and responsive. 4

Very good Staff are welcoming and provide a sense of arrival. 6

Excellent Staff take an interest in the guests preferences, refreshments or similar may be offered on arrival.

8

Outstanding Staff are very responsive, attentive, and efficient while taking a personal interest about every requirement of the guest.

10

22 1.14 Reception Services Check-out

Unacceptable Lengthy inefficient check-out process with unacceptable wait time of over 10 minutes before receiving any service.

0

11


Acceptable Basic check-out process with minor wait time (not more than 10 minutes per guest)

1

Good Basic check-out process in place, with prompt service (not more than 8 minutes per guest)

2

Very good Express check-out option or account pre prepared and available for review before check out (not more than 6 minutes per guest)

3

Excellent Express check-out with minimal wait time (not more than 4 minutes per guest) 4

Outstanding In room check-out options and express service offered with no wait time 5

1.15 Other Arrival / Departure Aspects

23 Guests must be provided with Official Receipt on departure. 0 M M M M M

Account reviewed and then presented in an envelope 1

24 Offer to arrange forward transport 1

25 A wide range of payment options are available including at least 3 different types of credit cards.

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Dimension 2: PUBLIC AREAS

26 2.1 Public Areas - Decoration - Design and Quality

Unacceptable No thought given to coordinating design resulting in ad-hoc decoration 0

Acceptable Some attempt to coordinate design and have a consistent theme 2

Good Good quality decoration, use of wall hangings adds to overall impression 4

Very Good Coordinated design, a professional standard is achieved. 6

12


Excellent Excellent standard of coordinated dcor throughout all public spaces 8

Outstanding Highest quality, unique wall hangings on display, outstanding design features 10

27 2.2 Public Areas Decoration - Condition and Maintenance

Unacceptable Very old, faded, damaged wall coverings, peeling, grubby marks, evidence of neglect

0

Acceptable Amateurish application of wallpaper/paint, tired look, damage is evident and several minor repairs are needed.

2

Good Some aging still evident, maintenance practices are noted and 1 or 2 minor repairs are needed.

4

Very Good Very good condition with a few scratches and marks evident 6

Excellent No major scratches or marks, overall an excellent quality throughout 8

Outstanding No evidence of wear and tear, in as new condition throughout 10

28 2.3 Public Areas - Furniture Quality

Unacceptable Uncomfortable furniture that is made of poor materials, or no furniture used 0

Acceptable Mismatched furniture that is not particularly comfortable 2

Good May be older furniture or newer lower quality coordinated furniture, durable materials are used.

4

Very Good Very good quality furniture, high levels of comfort, easy and attractive seating arrangements

6

Excellent Excellent furniture quality, great degree of comfort, attractive and highly-coordinated 8

13


Outstanding Highest quality furniture in outstanding condition, or antique furniture of highest quality

10

29 2.4 Public Areas - Furniture Condition

Unacceptable Scratched and badly damaged furniture, loose arms and legs, stained, dirty upholstery or no furniture used

0

Acceptable Occasional marks, in need of minor repair, acceptable condition 2

Good Good level of condition throughout most of the public areas. Some public spaces may not display a range of furniture.

4

Very Good Very good condition of furniture, with only some minor signs of wear and tear throughout the public areas

6

Excellent Excellent furniture condition throughout the hotel 8

Outstanding Furniture in outstanding as new condition, conveniently located throughout the hotel 10

30 2.5 Public Washroom - Quality

Unacceptable Poor quality throughout, aged basin and bowl, not fit for purpose 0

Acceptable Aging fixtures, rough finish no additional space 1

Good Good quality fixtures, standard design, limited space 2

Very Good Very good, high quality basin, superior design, ample bench room 3

Excellent Excellent quality of fittings, basin and bowl decoration is to a high standard. 4

Outstanding Outstanding quality, designer tap ware, ample space 5

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31 2.6 Public Washroom - Condition and Cleanliness

Unacceptable Basin chipped or damaged, paintwork chipped, flaking, dirty condition 0

Acceptable Older condition, but clean and usable 1

Good Some signs of wear and tear, ageing tap ware, but signs of regular cleaning 2

Very Good Very good condition, few signs of wear and tear, regular servicing even during busy periods

3

Excellent Minor scratches are barely visible, always clean and tidy and in excellent condition 4

Outstanding Outstanding condition, no marks or chips, as new condition 5

32 2.7 Public Areas - Room Climate

Minimum 1-5 All public areas are air-conditioned or have temperature control initiatives and maintain a temperature between 20-25 degrees year round, except in areas where elevation is 2000 ft. above sea level.

0 M M M M M

33 2.8 Public Areas - Temperature Control Quality

Unacceptable No general ambient temperature, poor air quality, bad smells 0

Acceptable Minimum level of comfort achieved. Some areas are hotter and colder than others. 2

Good A good level of comfort is evident throughout the public spaces. 4

Very Good Thermostatically controlled system that maintains a very good level of comfort in most areas

6

15


Excellent Excellent levels of comfort throughout property. Consistent air flow with no hot areas or draughty places

8

Outstanding Outstanding levels of comfort throughout. Thermostatically controlled in all public areas

10

34 2.9 Public Areas - Temperature Control Condition and Maintenance

Unacceptable Unresponsive system, no maintenance plan or consistency of temperature is achieved. Operating noise levels make conversations difficult.

0

Acceptable Aging and dated air-conditioning units, operated at selected times 2

Good A mixture of systems may be used; all units in good working order, although may be older and used occasionally

4

Very Good Units may be older but well maintained with very good maintenance 6

Excellent Excellent levels of maintenance, would expect most units to be less than 5 years old and of excellent condition

8

Outstanding All units in excellent condition, no leaks, no rust, quiet operation in as new condition 10

35 2.10 Public Areas - Lighting Quality

Unacceptable Low quality lighting, bare bulbs with no shades, dim, gloomy effect, with some dark spaces

0

Acceptable Enough lighting for practical use, sparse, but with an even distribution of light 1

Good Good level of illumination throughout all public areas 2

Very Good Very good illumination options, reading lights throughout the public areas. Multiple light switches

3

Excellent Excellent quality lighting. Lighting effects with use of picture lighting or special effects lighting, excellent quality fittings

4

16


Outstanding Highest quality of lighting. Designed for practical use and also effect, showing off corridor and features in public areas, e.g. mood lighting and dimming system

5

36 2.11 Public Areas - Lighting - Condition

Unacceptable Poor condition, exposed wires, wobbly fittings, loose plugs 0

Acceptable Acceptable condition of lamps, aging is evident. 1

Good Good quality fittings, no burnt shades, any repair work to fittings is professionally done.

2

Very Good Very good condition of fittings, no repair work required 3

Excellent Excellent quality fittings throughout all public areas. Designer lamps used where appropriate

4

Outstanding Highest quality of light fittings used in as new condition 5

2.12 Public Areas - Lighting Environmental Protection

37 Environmental Sensor lighting in use that does not compromise guest safety 2

38 Environmental Good use of natural lighting 3

39 Environmental Low energy-saving bulbs used between 50% and 75% of public areas 3

Environmental Low energy-saving bulbs used in over 75% of public areas 5

40 2.13 Public Areas Cleanliness

Unacceptable Very heavy dust on surfaces, carpets badly vacuumed, cobwebs evident, litter lying around, dead insects, dirty glasses, cups on tables, dirty bathrooms

0

Acceptable Clean but not in high or low areas, smears on surfaces, no evidence of regular wiping/dusting. Any toilets are cleaned daily.

2

17


Good Efficient vacuuming, generally good, evidence of high and low dusting, bathrooms are in good tidy condition.

4

Very Good One or two small areas missed but overall very satisfactory cleaning process, everything is tidy. Bathrooms are cleaned regularly throughout the day as required.

6

Excellent Tables, surfaces well-polished, no smears, excellent standard of cleanliness. Bathrooms are in excellent condition.

8

Outstanding As new look and feel, very clean and shining surfaces, excellent attention to detail, bathrooms are always in outstanding condition throughout the day.

10

Dimension 3: BEDROOM

41 3.1 Room Size

Minimum 1 Size including bathroom 16 sq. m 4 M





42 3.2 Suites Availability (Note: Suites shall have a Masters bedroom, pantry, separate living room and en-suite bathroom with enclosed shower and telephone extension in bathroom.)

Minimum 4 2% of rooms are suites. 3 M

Minimum 5 5% of rooms are suites. 5 M

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43 3.3 Rooms for Persons with Disabilities (PWD) - Availability

Minimum 1-5 One PWD room for every 50 up to 150 rooms, and 1 for every 100 rooms thereof, for less than 50 rooms at least one PWD room.

0 M M M M M

44 3.4 Bedroom - Space & Comfort

Unacceptable Floor space has obstacles that can cause injury to guests, furniture too large or too small, may be less than 2.4 metres.

0

Acceptable Doors and drawers can be opened freely without moving furniture, may still have cluttered feel, impression is fair, ceiling height is at least 2.4 meters.

2

Good Good amount of space to move freely carrying a suitcase, there may be some restrictions and a chair may serve dual purposes.

4

Very Good Bedrooms are well planned for ease of movement, no major obstacles to move around, easy access to all facilities.

6

Excellent Generous space to allow comfortable relaxation and comfortable in room dining, ease of access with a suitcase to all wardrobes and cupboards

8

Outstanding Luxurious space designed for relaxation and efficiency of movement. Ample free space with furniture in suitable and convenient places

10

45 3.5 Bedroom Sound Proofing

Unacceptable No attempt to provide any sound proofing 0

Acceptable Any adjoining room has one door and is not sound proofed and curtains are thin and provide very limited sound proofing.

2

Good Good level of sound proofing, lined curtains are in place and building design assists sound proofing.

4

Very Good Very good sound proofing materials are used; Heavy curtains and floor coverings reduce noise.

6

Excellent Excellent level of sound proofing, including double glazing and other methods to reduce external noises

8

19


Outstanding Outstanding sound proofing design to ensure quiet enjoyment of space 10

46 3.6 Bedroom Noise Levels

Unacceptable Significant external noise and noise from other rooms that makes sleeping or peaceful enjoyment difficult

0

Acceptable Noise from outside is variable; noise from neighbouring rooms is audible. 2

Good External noise from other rooms and from outside is heard but is not significant. 4

Very Good No intrusive noises from other rooms, occasional loud noises are still audible from time to time. Noise should not be more than 70 decibels as measured by the pillow position on the bed.

6

Excellent Noise should not be more than 60 decibels. 8

Outstanding Noise should not be more than 50 decibels. 10

47 3.7 Bedroom Bed Mattress Quality

Unacceptable Sofa beds are not acceptable as permanent bed spaces, mattresses less than 4 inches.

0

Acceptable Foam mattress, chip board base or similar, shallow innerspring or mattress greater than 4 inches

2

Good High density foam, 8 inches timber base, shallow innerspring, 6 inch mattress 4

Very Good Standard coil, comfort layers may have pillow top, 8 inch mattress 6

Excellent Coil spring or equivalent, separate mattress top, mattress protectors (bed pad) and pillow protectors / slips

8

20


Outstanding Latex or pocket spring, deep comfort, separate mattress top; mattress protectors (bed pad) and pillow protectors / slips.

10

48 3.8 Bedroom Bed Mattress Condition

Unacceptable Ripped or badly stained mattress, springs coming through, uncomfortable and lumpy

0

Acceptable Small tears, fabric shows signs of aging, weakening of mattress edges, minor stains 2

Good Good condition, good support throughout 4

Very Good Very good condition, no stains or tears, evidence of good maintenance 6

Excellent Excellent condition, very little wear and tear 8

Outstanding Outstanding or as new condition 10

49 3.9 Bedroom - Bedding & Linen Quality

Unacceptable Thin sheets do not properly fit the bed. 0

Acceptable Thinly woven cotton, no tears or rips 2

Good Thinly woven cotton or poly cotton sheets of good quality 4

Very Good Medium weave cotton, in very good condition, should have minimum 250 thread count.

6

Excellent All linen excellent quality should have minimum 300 thread count. 8

Outstanding All linen outstanding quality should have minimum 300 thread count or silk linen or similar.

10

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50 3.10 Bedroom - Bedding & Linen - Condition

Unacceptable Sheets with large stains, holes, faded and damaged 0

Acceptable Sheets with no tears or rips, in a clean condition 2

Good Linen in good condition, evidence of good laundry practices 4

Very Good Linen in very good and crisp condition 6

Excellent All linen in excellent condition 8

Outstanding All linen in as new condition 10

51 3.11 Bedroom Pillows Quality / Condition

Unacceptable Lumpy pillows, too hard, too soft, out of shape and/or in other poor condition 0

Acceptable Clean, basic pillows, acceptable quality, average firmness/softness 2

Good Good quality pillows, with pillow protectors 4

Very Good Very good pillows, at least 2 per sleeping position 6

Excellent A range of excellent pillows available 8

Outstanding A pillow menu is available with pillows in as new condition 10

52 3.12 Bedroom Lighting Quality

22


Unacceptable Cracked light switches, lights without shades or lamps 0

Acceptable Light switch by main door only; acceptable illumination of bedroom 2

Good Good lighting illumination, bedside table lamps, variety of lighting options 4

Very Good Room has very good lighting, multiple switches and very good quality fittings, two bedside lamps.

6

Excellent Designer lamps and excellent levels of lighting to create different moods, directional bedside lamps

8

Outstanding Architectural design of lighting is evident. The best available. 10

53 3.13 Bedroom - Lighting Condition

Unacceptable Lights not working, bulbs need replacing 0

Acceptable Acceptable condition of lamps, some bulbs not working 2

Good No burnt shades, aging lamps but effective. Minor maintenance work around fittings into the wall may be required..

4

Very Good Very good condition of fittings, coordinated approach to lighting. No repair work needed around fittings

6

Excellent Fittings throughout bedroom in as new condition, with a few minor marks evident after close inspection

8

Outstanding Fittings throughout the bedroom in as new condition 10

54 3.14 Bedroom - Lighting Environmental Protection

Environmental Energy-saving light bulbs in between 50% and 75% of bedroom lights 3

23


Environmental Energy-saving light bulbs in over 75% of bedroom lights 5

All rooms must have windows with a view. 5

55 3.15 Bedroom Curtains Quality

Unacceptable Unlined fabric of low quality, exposed tracking 0

Acceptable Fabric unlined of acceptable quality, plastic blinds 2

Good Curtains /shades full length, good quality, easy to draw 4

Very Good Curtains/shades, coordinated, blackout quality, well-coordinated 6

Excellent Thick quality curtains/shades, with total blackout 8

Outstanding Outstanding quality, custom design, functional and decorative, may be motorised 10

56 3.16 Bedroom Curtains Condition

Unacceptable Curtains or blinds do not fit, have major stains and marks. 0

Acceptable Curtains/shades just cover windows; a number of minor stains/marks are evident. 2

Good Curtains /shades in good condition may be one minor mark 2

Very Good Curtains/shades, in very good condition 6

Excellent Excellent condition, fullness of materials 8

Outstanding As new condition, luxurious, no wear and tear evident 10

24


57 3.17 Bedroom - Floor Coverings - Quality

Unacceptable Floor tiles or carpets do not cover the main floor space they were intended to cover. 0

Acceptable Floor covering is acceptable with low grade tiles or coverings. 2

Good Good quality floor coverings, standard tiles, quality timber floors 4

Very Good Floor covering of very good quality, well-coordinated with room design 6

Excellent Floor covering of excellent quality, contemporary tiles or wool carpets 8

Outstanding Exceptional quality, custom design flooring, polished woods or luxurious plush carpets with density of 42 oz

10

58 3.18 Bedroom - Floor Coverings - Condition

Unacceptable Largely stained coverings, large holes, dirty, cracked and badly damaged tiles 0

Acceptable Some stains and discoloration is acceptable, chipped tiles. 2

Good Floor coverings, in good condition, amateurish application for any areas that are fixed.

4

Very Good Floor covering in very good condition, professional fixing of any wear and tear 6

Excellent Floor covering in excellent condition, no stains are visible 8

Outstanding Floor coverings in as new condition 10

59 3.19 Bedroom - Temperature Control - Quality

25


Unacceptable Ineffective cooling system 0

Acceptable Window based cooling system; fan available for additional cooling, acceptable air circulation

2

Good Good cooling system, good air circulation, split-unit type 4

Very Good Very good and effective cooling operation 6

Excellent Personal control of air temperature, windows well insulated, excellent air flow 8

Outstanding Room pre cooled for arrival or very fast cooling system available, highest quality unit or system in place

10 M

60 3.20 Bedroom - Temperature Control - Condition & Maintenance M

Unacceptable Broken windows, cracked glass, draughty, fan air conditioning not working M

Acceptable Window opens and closes easily, fan in acceptable condition 2 M

Good Good cooling system, air conditioning unit older but operates effectively 4 M

Very Good Noise levels are acceptable for guest comfort (70db), split-unit with working remote control.

6 M

Excellent Quiet operation with remote control (60db and lower) 8 M

Outstanding No intrusive noise from unit, very quiet operation with remote control (50db and lower), in as new condition.

10 M

61 3.21 Bedroom Furniture - Quality

Unacceptable No chair, no bedside table or made of material that is not suitable for this purpose. 0

26


Acceptable One chair, one bedside table, aged materials, MDF (Medium Density Fiberboard) materials, no coordination, repairs evident

2

Good Two bedside tables, some attempt at coordination. Good quality furniture, timber veneers, glass tops may be used

4

Very Good Very good quality furniture, good range, solid woods, polished edges 6

Excellent Excellent quality and range. Custom designed 8

Outstanding Designer furniture that helps create a refined ambience for the room, the best available furniture is used.

10 M

62 3.22 Bedroom - Furniture Condition

Unacceptable Cracked, broken furniture, poorly repaired 0

Acceptable Acceptable condition, some significant scratches and repairs are evident 2

Good Furniture in good condition, any repairs done professionally 4

Very Good Very good condition of furniture, only a few minor marks are visible. 6

Excellent Excellent condition, little wear and tear is evident. 8

Outstanding In as new condition 10

3.23 Bedroom - Accessories and Amenities available

63 Electronic key card locking system 5

64 Environmental Key card power system 5

27


65 Door chain or security device such as peep hole to view visitors 2

66 Full length mirror at least 70 in by 24 in 4

Big mirror at least 47 in by 24 in 3

Medium mirror at least 800mm by 400mm 31 in by 16 in 2

Small mirror at least 600mm by 300mm 24 in by 12 in 1

67 Additional second mirror 1

68 Coat hangers 3 per person minimum wire 1

Coat hangers 3 per person minimum plastic 2

Coat hangers 3 per person minimum wooden 3

69 Spacious wardrobe 59in minimum width 5

Standard size wardrobe 47in minimum width 4

Adequate size wardrobe 35in minimum width 3

Small size wardrobe 24in minimum width. 2

Open shelve wardrobe (no doors) 1

28


70 Drawers or enclosed shelf space 1

71 Defined luggage rack permanent 3

Portable luggage rack 1

72 Safety deposit box in room, large enough for 13 laptop, functional and securely bolted

5

Small safety deposit box in room, functional and securely bolted 3

Central safe at reception only 1

73 Daily newspaper delivered to room 1

74 Minimum 1-5 Drinking water and one glass per guest 0 M M M M M

75 Minimum 3-5 Tea/coffee facilities in room 2 m m m

76 Minimum 3-5 Telephone provided in each room with direct dial 2 m m m

77 Clock/radio/Wake up service 1

78 Minimum 2-5 In room compendium with basic information on emergency contacts 1 m m m m

Minimum 3-5 In room compendium with extended information including mini bar price lists and restaurant menu

2 m m m

Minimum 4-5 In room compendium with extensive regional information on what to see and do for tourists

3 m m

29


79 Refrigerator, clean and in working condition 2

Refrigerator with serviced mini bar 5

80 TV with small screen size (< 20 inches) without remote control 1

TV with small screen size (< 20 inches) with functional remote control 2

TV with medium screen size (20-32 in) with functional remote control 3

TV flat screen 32 inch or larger with functional remote control 4

TV flat screen 40 inch or larger with functional remote control 5

81 Multichannel options with Philippine travel channels 1

82 Multichannel options with at least 3 international news channels 1

83 DVD player / Home theatre / Pay Movie channels 1

84 On screen property information 1

85 On screen messaging and accounts 1

86 In room internet connections (WLAN or wired) 2

Free In room internet connections (WLAN or wired) +3

87 Flashlight or illuminated light switches in room 1

30


88 Laundry bag in room and service available 1

Express laundry service available (24 hour return service) 2

89 Iron and board in room available 2

Ironing service available 1

3.24 Bedroom Cleanliness

90 Minimum 1-5 All rooms are cleaned daily and all beds are made daily. 0 M M M M M

91 Minimum 1-5 Waste bin provided and emptied daily. 0 M M M M M

92 Mattresses are labelled and periodically turned. 2

93 Unacceptable Heavy dust on surfaces, paper and other dirt are not picked up, unpleasant smells 0

Acceptable Surfaces are basically clean. 4

Good Efficient vacuuming, good condition overall 8

Very Good Very thorough cleaning process, no evidence of dust or smears 12

Excellent Overall very satisfactory cleaning, excellent attention to detail 16

Outstanding As new look and feel, very clean and shining surfaces 20

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Dimension 4: BATHROOM

4.1 Bathroom Minimum Requirements

94 Minimum 1-5 Baths and/or showers with functioning hot and cold water. Hot water reaches 38 degrees in 20 seconds.

0 M M M M M

95 Minimum 1-5 Toilet system in working order 0 M M M M M

96 4.2 Bathroom - Shower/Bath Quality

Unacceptable Small shower with weak or no pressure, taps of low quality 0

Acceptable Lightweight shower curtain, not well-coordinated tap war 2

Good Good quality fixtures, good quality curtain, shared shower/bath 4

Very Good Standard tiled walls, framed shower screen or designer curtain, mixers provide constant water flow at even temperature.

6

Excellent Tiled, framed shower screen or designer curtain with high quality porcelain bath, matching and coordinated style, highly responsive water pressure and temperature

8

Outstanding Frameless shower screen, designer shower enclosure, highest quality bath if provided, luxurious quality finishings

10

97 4.3 Bathroom Shower/Bath Condition / Maintenance

Unacceptable Bath or shower enamel cracked, holes visible, shower head broken, spray uneven and poorly distributed

0

Acceptable Aging fixtures, rough amateurish grouting/sealant, bath floor may be lumpy and uneven. Tiles may still be chipped.

2

Good No evidence of moulds, good overall condition, minor chips or repairs may still be needed; bath floor is even and well maintained.

4

32


Very Good Very good condition, any repairs were done professionally and do not require further attention.

6

Excellent Excellent condition throughout 8

Outstanding As new condition 10

98 4.4 Bathroom Basin - Quality

Unacceptable Basin plastic or poly-marble, taps of low quality 0

Acceptable Aging fixtures, rough amateurish grouting; no additional bench space 2

Good Good quality fixtures, standard design, limited bench space to place personal toiletry

4

Very Good Very good, high quality basin, superior design, ample bench room for all personal toiletries

6

Excellent Excellent quality, generous space for all personal toiletries, quality brand tap ware 8

Outstanding Outstanding quality, often double basin, designer tap ware, ample space 10

99 4.5 Bathroom - Basin Condition / Maintenance

Unacceptable Basin chipped or damaged, tap does not provide a consistent flow of water 0


Good Some signs of wear and tear, aging tap ware 4

Very Good Very good condition, few signs of wear and tear, minor scratches 6

Excellent Excellent quality. No marks or chips 8

33


Outstanding Outstanding condition, as new condition 10

100 4.6 Bathroom - Toilet Quality

Unacceptable Cheap plastic toilet seat and/or cover that does not fit 0

Acceptable Good quality plastic seat that is functional 2

Good Good quality solid seat 4

Very Good Strong solid material of durable nature 6

Excellent Solid construction, wall hung seat 8

Outstanding Solid construction with designer features evident 10

101 4.7 Bathroom Toilet Condition / Maintenance

Unacceptable Leaks from flushing evident on floor, stained seat, flush mechanism does not work properly.

0

Acceptable No leaks and acceptable condition, clean and usable 2

Good Good condition, repairs evident 4

Very Good Very good condition, minor wear and tear evident 6

Excellent Excellent condition, spotless appearance 8

Outstanding As new condition 10

34


102 4.8 Bathroom Decoration - Quality

Unacceptable Poor quality throughout, uncoordinated mix of tiles 0

Acceptable Adequate materials, panelling with gaps evident, small space 2

Good Good quality, basic painting, limited use of colour or themes 4

Very Good Very good quality, no visible joins, well coordinated design 6

Excellent Excellent quality, may be constructed of marble or granite finish 8

Outstanding Highest quality decoration, grouting excellent condition, ceiling finish is of highest quality.

10

103 4.9 Bathroom Decoration - Condition / Maintenance

Unacceptable Paintwork chipped, flaking, dirty condition, mould on walls and ceiling 0

Acceptable Acceptable condition, clean but with dated materials, may still be with some evidence of mould issues

2

Good Good condition, evidence of repair work 4

Very Good Very good condition, any repair work has been professionally completed and no maintenance is required.

6

Excellent Well maintained, in excellent condition 8

Outstanding Decoration in as new condition 10

104 4.10 Bathroom- Towels Quality and Cleanliness

35


Unacceptable Towels are thin, ripped and in poor condition, major stains. 0

Acceptable Towels are thin but clean and in acceptable condition. 2

Good Greater range of towels of average quality 4

Very Good Very good range of towels including bathmat, face towel, bath towel and hand towel 6

Excellent Excellent range of towels of thick cotton, 90-100% cotton 8

Outstanding Highest, plush range of towels in as new condition, 100% cotton 10

105 4.11 Bathroom Space and Comfort

Unacceptable Space is too small for comfort. 0

Acceptable Space is limited but usable. 2

Good Good space, ability to dry yourself in bathroom without touching bathroom walls 4

Very Good Very good space, area to place clothes and ample space for personal toiletry 6

Excellent Excellent bathroom space, ability for two people to easily move around the bathroom

8

Outstanding Generous and outstanding space, the best available 10

106 4.12 Bathroom Overall Cleanliness

Unacceptable Heavy dust and/or smear on surfaces, long term grime on inaccessible places, old soap, hairs in bathroom, waste bin not emptied

0

36


Acceptable Surfaces in acceptable condition 4

Good Efficient cleaning; surfaces show cleaning practices 8

Very Good Very satisfactory cleaning process, fresh smell 12

Excellent No evidence of dust or smears, enamel gleaming, no sign of mould or mildew; sealed toilet seat

16

Outstanding As new look and feel, very clean and shining surfaces, excellent attention to detail 20

107 4.13 Toiletries Availability

Minimum 1-5 Toilet paper provided 0 M M M M M

108 Unacceptable Soap or toiletries from previous guest are evident. 0

Acceptable Soap only provided 1

Good Greater range of toiletries including hair shampoo and shower/bath gel 2

Very Good Strong range of toiletries of very good quality including body lotion, ear buds, etc 3

Excellent Excellent range of branded toiletries (Incl. dental care kit, nail care kit, etc.) 4

Outstanding Highest quality toiletries with extensive range 5

4.14 Bathroom Amenities - Availability

109 Bidet 4

37


110 Functional hairdryer 2

111 Magnifying mirror 2

112 Weighing scales 2

113 Bath robe / gown 1

114 Slippers 1

115 Shoe mitt / horns 1

4.15 Bathroom Environmental Protection

116 Environmental Dual flush toilet system or similar to conserve water 3

117 Environmental Flow regulators on shower/taps to conserve water 3

118 Environmental Bulk dispensers or biodegradable packaging used for soaps, shampoos 3

119 Environmental Towel and linen policy promotes conservation and gives guest choice regarding frequency of cleaning

3

Dimension 5: Food and Beverage

5.1 Food and Beverage Availability of Restaurants

120 Minimum 1-2 Breakfast room available 0 M M

121 Minimum 3-5 Full service restaurant open 7 days a week (including breakfast) 10 m m m

122 Minimum 4-5 Additional Specialty Restaurant / Fine Dining 10 m m

38


123 5.2 Food and Beverage Options available

Unacceptable Non-availability of several food dishes and/or drinks 0

Acceptable Fast food / instant coffee/drinks, up to 20% unavailable 4

Good Limited choice of basic dishes / buffet; up to 10% all food dishes and/or drinks on the menu are available.

8

Very Good A-la-carte menu, fresh fruits & vegetables, selection of wines/beers, only 5% of menu items not available

12

Excellent Exceptional a-la-carte menu, availability of all food dishes and drinks/wines on the menu

16

Outstanding A-la-carte menu of outstanding variety of special cuisine (fine dining, fresh juices, extensive wine list)

20

124 5.3 Food and Beverage Service Quality

Unacceptable No welcoming greeting, limited table clearing, stains on tables/chairs, lack of attention, wait time greater than 30 minutes

0

Acceptable Friendly, but not necessarily professional service, basic knowledge of foods/beverages on the menu

4

Good Attentive behaviour of waiting staff, quick table clearing service 8

Very Good Very good and attentive service, service checks during meal to ensure satisfaction 12

Excellent Excellent service, efficient food clearing, prompt and polite service during meal 16

Outstanding Outstanding service, the best available 20

125 5.4 Restaurant - Decoration & Furniture - Quality

39


Unacceptable Tables and chairs are insufficient for the number of guests, uncomfortable seating 0

Acceptable Tables and chairs are mismatched but functional, vinyl seating with minimal comfort, plastic chairs

2

Good Good quality, tables and chairs, brushed metal, glass, laminate materials, limited design and coordination

4

Very Good Very good quality, solid timbers or contemporary cane, coordinated design 6

Excellent Excellent quality, high grade fabrics, coordinated design, linen table cloths, ergonomic design

8

Outstanding Luxurious feel, highest quality table and chairs, linen clothes and napkins 10

126 5.5 Restaurant - Decoration & Furniture Condition

Unacceptable Very old, faded, wobbly stand, damaged, peeling, grubby marks, evidence of neglect, damaged, marked, scratched

0

Acceptable Amateurish application of wallpaper/paint, furniture in average condition with signs of wear and tear, solid stand of tables and chairs

2

Good Good condition, some repair work evident 4

Very Good Very good condition, professional decoration, only minor marks showing on tables and chairs

6

Excellent Excellent condition, no scratches or chips 8

Outstanding Meticulous condition, no evidence of wear and tear 10

127 5.6 Restaurant Crockery, Cutlery, Glassware - Quality

Unacceptable Incomplete table settings 0

40


Acceptable Basic crockery and cutlery, fork and spoon only, adequately laid out tables 2

Good Good quality cutlery, well laid out table setting 4

Very Good Very good table setting, good quality glassware, solid cutlery 6

Excellent Excellent range and condition of crockery, high standard of glassware and cutlery 8

Outstanding Outstanding table settings, fine china or similar in use, silver cutlery or similar, crystal glassware or similar outstanding quality

10

128 5.7 Restaurant Crockery, Cutlery, Glassware - Cleanliness

Unacceptable Dirty chipped glassware, stained crockery 0

Acceptable Crockery and cutlery are clean and mismatched, water marks may be visible 2

Good Good level of cleanliness, no major chips or marks, coordinated cutlery 4

Very Good Very good level of cleanliness and polished cutlery 6

Excellent Excellent level of cleanliness, glassware is in pristine condition with no smears. 8

Outstanding Outstanding in as new condition for all crockery and glassware, polished cutlery 10

129 5.8 Restaurant Space and Comfort

Unacceptable Very crowded, cramped, uncomfortable, loud noise, unpleasant atmosphere 0

Acceptable Comfortable but crowded, difficult access for customers and servers 4

41


Good A certain amount of noise and activity, comfortable temperatures, tables too close for private conversation

8

Very Good Very good standard of comfort, private conversations are possible. 12

Excellent Well thought out table layout, no intrusive noise or smells 16

Outstanding Outstanding environment and highest levels of comfort, one of the best available 20

130 5.9 Kitchen - Quality of Appliances

Minimum 1-5 Compliance with Health and Sanitation Code of the Philippines M M M M M

131 Unacceptable Old appliances, untidy but adequate range 0

Acceptable Acceptable appliances, may be older but in working condition 2

Good Well-designed kitchen and good layout, appliances easily accessible 4

Very Good Obvious design features designed to ensure efficiency. Very good standard of appliances

6

Excellent Excellent layout and professionally designed and staffed, excellent work spaces 8

Outstanding Outstanding kitchen environment. One of the best available. As new appliances 10

132 5.10 Kitchen - Cleanliness

Unacceptable Dirty dishes and cooking utensils, poor food handling and food storage processes 0

Acceptable Clean, tidy, cold storage procedures are acceptable; basic hygiene standards are followed.

4

Good Well maintained appliances and clean cooking utensils 8

Very Good Very good standard of kitchen. Very hygienic, frequent cleaning is evident. 12

42


Excellent Excellent level of cleanliness, attention to detail in all aspects of cleaning and hygiene

16

Outstanding Spotless kitchen environment. As new appliances in appearance and cleanliness 20

Dimension 6: AMENITIES and SERVICES

6.1 Amenities - Guest Services

133 Free Internet connection available in public areas for guests 3

134 Housekeeping turndown service at night 3

135 Minimum 1-3 Room Service availability for minimum of 12 hours 0 M M M

Minimum 4-5 Room Service 18-24 hours 4 m m

6.2 Amenities Wellness Services

136 Fitness centre on site with cardio machines and trained staff 3

Fitness centre has trained staff on duty with 5 or more cardio machines 5

137 Massage services on site 3

138 Spa with 3 or more treatment options Spa services must consist of massage, body treatments and water applications.

3

Spa Services include Traditional Filipino treatments 2

139 Swimming pool with clean and well maintained facilities; size appropriate for hotel 3

Swimming pool with lifeguard on duty 5

43


140 Sports equipment available for hire as appropriate to location 1

141 Jacuzzi 2

142 Sauna / Steam room 2

6.3 Amenities General Services

143 Gift and souvenir shop 5

144 Tour desk 5

145 Hairdressers / salons 5

146 Business Center (with PC, printer, photo copier, internet connection, etc) 5

147 First Aid facility with trained staff on site 5

6.4 Amenities Conference / Function Venue

148 Conference facilities / function rooms to cater only for small groups (< 20 people) 4

Conference facilities / function rooms to cater for groups (20-50 people) 8



Conference facilities / function rooms to cater for groups (>250 people) 20

149 Conference equipment projector and screen (sufficient for size of conference room)

4

150 Conference equipment whiteboard / flipchart (sufficient for size of conference room)

4

44


151 Conference equipment microphones and sound system (sufficient for size of conference room)

4

152 Conference equipment pin boards and moderation kit (sufficient for size of conference room)

4

153 Conference equipment comfortable and ergonomic conference chairs and tables 4

(Decoration, furniture, temperature control, lighting and cleanliness included in public areas)

0

Dimension 7: BUSINESS PRACTICES

7.1 Business Processes

154 Minimum 1-5 Emergency and fire evacuation procedures are followed and in place. 0 M M M M M

155 Minimum 1-5 Backup generator or emergency power is available, capable of providing full power. 0 M M M M M

156 Safety systems and documentation in place to respond to possible natural disasters and man-made threats

5

157 Cleaning schedules in place that show daily, weekly and seasonal cleaning and checking procedures

5

158 Maintenance plans that show plan to address major areas requiring maintenance 5

159 Pest control processes in place to identify and eliminate pests such as bed bugs and cockroaches

5

160 Risk assessment audit conducted in the last 5 years that reviews security threats to the property

5

161 Environmental Environmental management system in place to reduce waste with waste reduction targets

5

162 Environmental Environmental systems in place to reduce water with water reduction targets 5

45


163 Environmental Environmental systems in place to reduce energy with energy reduction targets 5

164 Social Training programme in place for staff (minimum of 3 days per staff member/year) 5

165 Social Recruitment programme ensure local people are employed (minimum 80% from within the region).

5

166 Social Procurement process ensures local purchasing across all supply areas (minimum 30% from within the region).

5

167 Environmental Procurement process advocates Green purchasing (minimum 20% of food/ beverages, laundry services, and cosmetics procured from organic suppliers).

5

168 Guest complaint handling system (complaints are documented and responded to within 24 hours)

5

169 Refund policy (if complaints cannot be resolved to guest satisfaction, discounts or compensation will be applied)

5

170 Guest feedback and satisfaction monitoring system in place 5

171 Minimum 1-5 Hotel meets all current regulations and legislative requirements to operate a Hotel. (Revised Fire Code, Environmental Code, Air Pollution, Accessibility Law, etc.)

0 M M M M M

7.2 Barrier-free Facilities for Persons with Disabilities (PWD)

172 (Accessible Tourism) For PWD Rooms, 5% of all rooms shall be designated for PWD, but not less than 2 rooms.

5

173 Reception areas shall provide low and recessed or split-level counters that can both accommodate standing persons and those seated on wheelchairs.

2

174 All interior doors shall have at least a width of 35 inches to accommodate big and motorized wheelchairs.

2

46


175

PWD Bed rooms shall have shall have the following: (convert to inches)

Lever type door handles.

Dual height peepholes with the lower one at 39in from the floor.

Light switches at maximum 47in from the floor.

Electrical outlets at a minimum of 18in from the floor.

Bed height at maximum of 20in.

Easy-to-open preferably sliding closet doors.

Dual height hanger racks with the lower rack at 55in from the floor.

7

176

PWD Bathrooms shall have the following:

Toilet flooring of non-slippery surface materials even when wet.

Toilet bowls should be positioned where a vertical or climbing bar shall be positioned on the wall at 12in from the front tip of the toilet bowl to offer support when users pull or elevate themselves to a standing position.

Grab bars should be placed on both sides at 28-30in from the floor for the safety and effective utility, the distance between the bars not exceeding 30in

Toilet bowls should be elevated to a range of 18-20in from the floor.

4

177

At least one Elevator with PWD-friendly features:

Can accommodate a minimum of two (2) wheelchairs.

The exterior and interior button panels shall not exceed 47in from the floor

The panel buttons shall feature Braille signs or otherwise embossed with familiar signs for those not educated in Braille.

Speaker system shall also be in place to inform the blind to what floor the elevator is already at.

Equipped with handrails placed in both sides at 28-30in from the floor.

5

NATIONAL TOURISM STANDARDS

ACCOMMODATION SECTOR RESORT

47

Rule IV.

ACCREDITATION STANDARDS FOR RESORTS


Dimension 1: ARRIVAL / DEPARTURE

1.1 Building Appearance

1 Minimum 1-5 Exterior in a clean fit for purpose condition 0 M M M M M

2 Minimum 1-5 Resort name clearly visible from the street and during night time 0 M M M M M

3 1.2 Building - Design and Construction Quality

Unacceptable Built design and construction quality is from materials that are not durable and/or unsafe for guest use.

0

Acceptable Basic structure with adequate materials that will provide a simple and safe accommodation environment

2

Good A functional building with good quality materials and efficient layout 4

Very Good Strong external appeal, consistent design with any alterations linking to the original building

6

Excellent Excellent impression and overall appeal, inviting appearance, architectural features are evident and excellent quality building materials have been used throughout

8

Outstanding Luxurious and unique exterior, outstanding visual appeal, highest quality materials used in construction

10

4 1.3 Building - Condition (wear and tear)

Unacceptable Neglected appearance, obvious structural repairs needed, poor outside materials, flaking paint, rotting wood, rust evident

0

Acceptable Minor maintenance may be required, natural weathering is evident. 2

48


Good Good appearance, weathering may still exist, but in sound condition. 4

Very Good Very good maintenance of paintwork and exterior panels 6

Excellent High standard of external appearance, allowing for the age of the building 8

Outstanding As new condition, no building maintenance issues are visible. 10

1.4 Entrance / Exit & Parking

5 Minimum 1-5 Driveway is in a sound condition and free from significant potholes with no obvious obstructions.

0 M M M M M

6 Minimum 1-5 Driveway entrance is clearly marked and is visible at night time. 0 M M M M M

7 Minimum 1-5 Clearly designated parking / docking area (if applicable), that meets the relevant provisions of the National Building Code.

0 M M M M M

8 Minimum 4 & 5 Valet parking is provided. 3 m m

9 1.5 Transport

Unacceptable No airport or port transfer services available 0

Acceptable Guests are provided with property address and expected to get local taxis or busses to property.

1

Good Good transfer services are available, although not clearly signed. 2

Very Good Transfer services are reliable and signed at airport, ground transport is in very good condition.

3

Excellent Transfer services are branded to the property and in excellent condition. 4

49


Outstanding Transfer services are branded to the property and provide a commensurate level of luxury.

5

1.6 Security

10 Minimum 1-5 Professional security in place 24 hours at main entry point 0 M M M M M

11 Minimum 1-5 Property and security services designed to ensure guest safety at all times 0 M M M M M

12 Effective use of CCTV with minimum 30 days recording storage 3

13 Monitoring of CCTV 24 hours 5

14 1.7 Reception Service Hours

Minimum 1-2 Reception service available 16 hours 0 M M

Minimum 3-5 Reception service available 24 hours 5 m m m

15 1.8 Reception Size

Unacceptable Reception area is small and/or difficult to locate. 0

Acceptable Obvious size restrictions, area may be cluttered. 1

Good Functional reception for the operation 2

Very good Very good size, generous space 3

Excellent Excellent reception area, seated check in is an option. 4

50


Outstanding Luxurious check in facility, private check in facility is available and used as appropriate.

5

16 1.9 Reception - Seating Area

Unacceptable No seating available or seating options in poor condition with lack of privacy 0

Acceptable No seating area available but limited privacy means it is difficult to have private conversations.

1

Good Seating available close by for a small group of not less than 4 guests 2

Very Good Comfortable seating area close by for not less than 6 guests 3

Excellent Seating area with excellent quality seating appropriate for the size of the resort 4

Outstanding Outstanding seating options are available for different sized groups to enable comfort whilst waiting near reception.

5

17 1.10 Check-in Process

Unacceptable Lengthy inefficient registration process with unacceptable wait time of over 10 minutes before receiving any service

0

Acceptable Basic registration process with minor wait time (not more than 10 minutes per guest)

2

Good Basic registration process in place, with prompt service (not more than 8 minutes per guest)

4

Very good Basic registration process with no wait time (not more than 6 minutes per guest) 6

Excellent Pre-registration information already completed as part of the booking process for the guest who may only need to review and confirm details (not more than 4 minutes per guest)

8

Outstanding Pre registration information part completed and no wait time for registration process 10

51


18 1.11 Luggage Services

Minimum 1-5 Left luggage services available without dedicated space 0 M M M M M

Left luggage practices ensure bag security and luggage room is proportionate to size of resort

5

19 1.12 Porter Services

Minimum 3-5 Porter services are available 5 m m m

20 1.13 Reception Staff - Appearance

Unacceptable Staff are poorly groomed and untidy. 0

Acceptable Staff wear clean clothing and are neat and tidy. 2

Good Staff are easily identified and well groomed. 4

Very good Staff provide a very good professional appearance. 6

Excellent Staff are very well groomed and take pride in their appearance. 8

Outstanding Staff are immaculately groomed and attention to detail is obvious. 10

21 1.14 Reception Service Quality

Unacceptable Staff are unresponsive, inattentive or absent for extended periods. 0

Acceptable Staff are not very attentive or seem distracted, may be absent for short periods. 2

52


Good Staff are polite and responsive. 4

Very good Staff are welcoming and provide a sense of arrival. 6

Excellent Staff take an interest in the guests preferences, refreshments or similar may be offered on arrival.

8

Outstanding Staff are very responsive, attentive, and efficient while taking a personal interest about every requirement of the guest.

10

22 1.14 Reception Services Check-out

Unacceptable Lengthy inefficient check-out process with unacceptable wait time of over 10 minutes before receiving any service

0

Acceptable Basic check-out process with minor wait time (not more than 10 minutes per guest)

1

Good Basic check-out process in place, with prompt service (not more than 8 minutes per guest)

2

Very good Express check-out option or account pre prepared and available for review before check out (not more than 6 minutes per guest)

3

Excellent Express check-out with minimal wait time (not more than 4 minutes per guest) 4

Outstanding In room check-out options and express service offered with no wait time 5

1.16 Other Arrival / Departure Aspects

23 Guests must be provided with Official Receipt on departure. 0 M M M M M

Account reviewed and then presented in an envelope 1

24 Offer to arrange forward transport 1

25 A wide range of payment options are available including at least 3 different types of credit cards.

2

53


Dimension 2: PUBLIC AREAS

26 2.1 Public Areas - Decoration - Design and Quality

Unacceptable No thought given to coordinating design resulting in ad-hoc decoration 0

Acceptable Some attempt to coordinate design and have a consistent theme 2

Good Good quality decoration, use of wall hangings adds to overall impression 4

Very Good Coordinated design, a professional standard is achieved 6

Excellent Excellent standard of coordinated dcor throughout all public spaces 8

Outstanding Highest quality, unique wall hangings on display, outstanding design features 10

27 2.2 Public Areas Decoration - Condition and Maintenance

Unacceptable Very old, faded, damaged wall coverings, peeling, grubby marks, evidence of neglect

0

Acceptable Amateurish application of wallpaper/paint, tired look, damage is evident and several minor repairs are needed.

2

Good Some aging still evident, maintenance practices are noted and 1 or 2 minor repairs are needed.

4

Very Good Very good condition with a few scratches and marks evident 6

Excellent No major scratches or marks, overall an excellent quality throughout 8

Outstanding No evidence of wear and tear, in as new condition throughout 10

28 2.3 Public Areas - Furniture Quality

54


Unacceptable Uncomfortable furniture that is made of poor materials, or no furniture used 0

Acceptable Mismatched furniture that is not particularly comfortable 1

Good May be older furniture or newer lower quality coordinated furniture, durable materials are used.

2

Very Good Very good quality furniture, high levels of comfort, easy and attractive seating arrangements

3

Excellent Excellent furniture quality, great degree of comfort, attractive and highly-coordinated 4

Outstanding Highest quality furniture in outstanding condition; or antique furniture of highest quality

5

29 2.4 Public Areas - Furniture Condition

Unacceptable Scratched and badly damaged furniture, loose arms and legs, stained, dirty upholstery or no furniture used

0

Acceptable Occasional marks, in need of minor repair, acceptable condition 1

Good Good level of condition throughout most of the public areas. Some public spaces may not display a range of furniture.

2

Very Good Very good condition of furniture, with only some minor signs of wear and tear throughout the public areas

3

Excellent Excellent furniture condition throughout the resort 4

Outstanding Furniture in outstanding as new condition, conveniently located throughout the resort

5

30 2.5 Public Washroom - Quality

Unacceptable Poor quality throughout, aged basin and bowl, not fit for purpose 0

55


Acceptable Aging fixtures, rough finish no additional space 1

Good Good quality fixtures, standard design, limited space. 2

Very Good Very good, high quality basin, superior design, ample bench room 3

Excellent Excellent quality of fittings, basin and bowl decoration is to a high standard 4

Outstanding Outstanding quality, designer tap ware, ample space 5

31 2.6 Public Washroom - Condition and Cleanliness

Unacceptable Basin chipped or damaged, paintwork chipped, flaking, dirty condition 0


Good Some signs of wear and tear, ageing tap ware, but signs of regular cleaning 2

Very Good Very good condition, few signs of wear and tear, regular servicing even during busy periods

3

Excellent Minor scratches are barely visible, always clean and tidy and in excellent condition. 4

Outstanding Outstanding condition, no marks or chips, as new condition 5

32 2.7 Public Areas - Room Climate

Minimum 1-5 All public areas are ventilated or have temperature control initiatives and maintain a temperature between 20-30 degrees year round; except in areas where elevation is 2000 ft. above sea level.

5 M M M M M

33 2.8 Public Areas - Lighting Quality

56


Unacceptable Low quality lighting, bare bulbs with no shades, dim, gloomy effect, with some dark spaces

0

Acceptable Enough lighting for practical use, sparse, but with an even distribution of light 1

Good Good level of illumination throughout all public areas 2

Very Good Very good illumination options, reading lights throughout the public areas. Multiple light switches

3

Excellent Excellent quality lighting. Lighting effects with use of picture lighting or special effects lighting, excellent quality fittings

4

Outstanding Highest quality of lighting. Designed for practical use and also effect, showing off corridor and features in public areas, e.g. mood lighting and dimming system

5

34 2.9 Public Areas - Lighting - Condition

Unacceptable Poor condition, exposed wires, wobbly fittings, loose plugs 0

Acceptable Acceptable condition of lamps, aging is evident. 1

Good Good quality fittings, no burnt shades, any repair work to fittings is professionally done.

2

Very Good Very good condition of fittings, no repair work required 3

Excellent Excellent quality fittings throughout all public areas. Designer lamps used where appropriate

4

Outstanding Highest quality of light fittings used in as new condition 5

2.10 Public Areas - Lighting Environmental Protection

35 Environmental Sensor lighting in use that does not compromise guest safety 2

57


36 Environmental Good use of natural lighting 3

37 Environmental Low energy-saving bulbs used between 50% and 75% of public areas 3

Environmental Low energy-saving bulbs used in over 75% of public areas 5

38 2.11 Public Areas - Cleanliness

Unacceptable Very heavy dust on surfaces, carpets badly vacuumed, cobwebs evident, litter lying around, dead insects, dirty glasses, cups on tables, dirty bathrooms

0

Acceptable Clean but not in high or low areas, smears on surfaces, no evidence of regular wiping/dusting. Any toilets are cleaned daily.

2

Good Efficient vacuuming, generally good, evidence of high and low dusting, bathrooms are in good tidy condition.

4

Very Good One or two small areas missed but overall very satisfactory cleaning process, everything is tidy. Bathrooms are cleaned regularly throughout the day as required.

6

Excellent Tables, surfaces well-polished, no smears, excellent standard of cleanliness. Bathrooms are in excellent condition.

8

Outstanding As new look and feel, very clean and shining surfaces, excellent attention to detail, bathrooms are always in outstanding condition throughout the day.

10

39 2.12 Gardens - Condition

Unacceptable Cluttered and untidy, no evidence of maintenance requires considerable attention. 0

Acceptable Grounds are kept tidy, evidence of ground maintenance in the last 30 days. 2

Good Grounds are well maintained, and evidence of maintenance in last 7 days. 4

Very Good Grounds are in very good condition, and where appropriate seasonal plantings are evident. Grounds are well laid out and provide a sense of space and relaxation

6

58


Excellent Grounds are in excellent condition, evidence of maintenance in the last 2 days; attention to detail shows walkways are well maintained.

8

Outstanding Grounds are in pristine condition with detailed landscaping and design features. Evidence of daily maintenance and care.

10

40 2.13 Garden Furniture - Quality

Unacceptable Lack of garden furniture, or of very poor quality (cheap plastic) and in awkward places

0

Acceptable Basic furniture is used that is fit for purpose, maybe plastic or low quality wood. 1

Good Good quality furniture is used throughout and placed appropriately 2

Very Good Very good quality furniture used throughout the garden, e.g. woven furniture with comfortable cushions or mattresses

3

Excellent Excellent quality furniture that suits surroundings and fits with overall theme 4

Outstanding Designer quality furniture, outstanding variety and comfort, creating unique spaces for relaxation

5

41 2.14 Garden Furniture - Condition

Unacceptable Broken garden furniture or in otherwise poor condition 0

Acceptable Functional furniture in acceptable condition; some furniture may be old, wobbly, stained or discoloured

1

Good Good, but used condition, some repairs are evident, solid stand. 2

Very Good Very good condition, professional repairs 3

Excellent Excellent condition, no stains and discolouration 4

59


Outstanding Garden furniture in outstanding as new condition 5

42 2.15 Garden Plants and Watering

Environmental No thought given to the operational watering requirements of plants and water, recycling is not part of the operational planning.

0

Environmental Minor use of local plants 1

Environmental Extensive use of local plants 2

43 Environmental Plants watered in morning/evening to conserve water 1

Environmental Limited use of rain water or grey water for watering plants 2

Environmental Extensive use of rainwater and grey water for watering 3

60


Dimension 3: BEDROOM

44 3.1 Room Size


Minimum 2 Size including bathroom 18 sq. m 8 m




45 3.2 Suites Availability (Note: Suites shall have a Masters bedroom, pantry, separate living room and en-suite bathroom with enclosed shower and telephone ext. in bathroom)

Minimum 4 2% of rooms are suites. 3 m

Minimum 5 5% of rooms are suites. 5 m

46 3.3 Rooms for Persons with Disabilities (PWD) - Availability

Minimum 1-5 One PWD room for every 50 up to 150 rooms, and 1 for every 100 rooms thereof, for less than 50 rooms at least one PWD room.

0 M M M M M

47 3.4 Bedroom - Space & Comfort

Unacceptable Floor space has obstacles that can cause injury to guests, furniture too large or too small, may be less than 2.4 metres

0

Acceptable Doors and drawers can be opened freely without moving furniture, may still have cluttered feel, impression is fair, ceiling height is at least 2.4 meters.

2

61


Good Good amount of space to move freely carrying a suitcase, there may be some restrictions and a chair may serve dual purposes.

4

Very Good Bedrooms are well planned for ease of movement, no major obstacles to move around, easy access to all facilities

6

Excellent Generous space to allow comfortable relaxation and comfortable in room dining, ease of access with a suitcase to all wardrobes and cupboards

8

Outstanding Luxurious space designed for relaxation and efficiency of movement. Ample free space with furniture in suitable and convenient places

10

48 3.5 Bedroom Sound Proofing

Unacceptable No attempt to provide any sound proofing 0

Acceptable Any adjoining room has one door and is not sound proofed and curtains are thin and provide very limited sound proofing.

2

Good Good level of sound proofing, lined curtains are in place and building design assists sound proofing.

4

Very Good Very good sound proofing materials are used; heavy curtains and floor coverings reduce noise.

6

Excellent Excellent level of sound proofing, including double glazing and other methods to reduce external noises

8

Outstanding Outstanding sound proofing design to ensure quiet enjoyment of space 10

49 3.6 Bedroom Noise Levels

Unacceptable Significant external noise and noise from other rooms that makes sleeping or peaceful enjoyment difficult

0

Acceptable Noise from outside is variable, noise from neighbouring rooms is audible. 2

Good External noise from other rooms and from outside is heard but is not significant. 4

62


Very Good No intrusive noises from other rooms, occasional loud noises are still audible from time to time. Noise should not be more than 70 decibels as measured by the pillow position on the bed.

6

Excellent Noise should not be more than 60 decibels. 8

Outstanding Noise should not be more than 50 decibels. 10

50 3.7 Bedroom Bed Mattress - Quality

Unacceptable Sofa beds are not acceptable as permanent bed spaces, mattresses less than 4 inches

0

Acceptable Foam mattre

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