Hotel Apartment Classification Standards Index

Hotel Apartment Classification Standards Index
Hotel Apartment Classification Standards Index
Standard
Norm
Standard Norm
Apartment Hotel Specifics
AP-1 AP-6
Leisure and recreation at the hotel
2600 - 2613
Apartment hotel
100 - 1216
Safety and privacy in the room
100 -
111
Back areas
2900 - 4001
Lighting and electricity in the room
200 -
204
Garbage area
2900
Staff services and facilities
4000 - 4001
Apartment dimensions
300 -
304
Daylight in the apartment
400 -
402
Air treatment in the apartment
500 -
502
Cleanliness
5000 - 5307
Bed and furniture in the room 600 -
613
Bed rooms
5000 - 5009
Putting clothes and luggage away in the room
700 -
704
Private and communal bathroom facilities in guest room area 5100 - 5105
Telecommunications in the apartment
800 -
811
Living and Dining room
5200 - 5207
911
Public areas (hallways, corridors, elevators, etc.)
5300 - 5306
Exterior
5307
Maintenance
5400 - 5802
Bed rooms
5400 - 5409
Private and bathroom facilities in guest room area
5500 - 5505
Living and Dining room
5600 - 5607
Public areas (hallways, corridors, elevators, etc.)
5700 - 5706
Exterior
5800 - 5802
Service level
5900 - 5902
Guest satisfaction
6000 - 6003
Class and image
6200 - 6507
Certification
6400 - 6601
Visibility star rating
6700 - 6701
Quality & service inspection
6800
Audio and video in the apartment
900 -
Bathrooms
Guest articles in the room and bathroom
1000 - 1009
Washbasin in the room
1100 - 1109
Bathroom facilities in the room
1200 - 1216
Kitchen
1300 - 1310
Kitchen equipment
1311 - 1357
Dining room
1400 - 1403
General facilities and services at the apartmenthotel
1500 - 2210
Air treatment at the apartmenthotel
1500 - 1502
Telecommunications at the apartment hotel
1600 - 1602
Transport, access, assistance and accessibility at the apartment hotel 1700 - 1714
Safety and security at the apartment hotel
1800 - 1808
Provisions for disabled guests at the apartmenthotel
1900 - 1902
Reception
2000 - 2009
Other facilities at the apartment hotel
2102 - 2106
Other services offered by the apartment hotel
2200 - 2210
15
Apartment Hotel Classification Standards
Apartment Hotel Specifics
Norm
C
B
A
AP - 1
The apartment shall contain at least one bedroom, dining room, living room, toilet, bath and kitchenette.
•
•
•
AP - 2
Bedrooms are separated from each other and from other areas in the apartment by solid partitions and are suitably noise insulated and
resistant to sound. Each bedroom should have its own door.
•
•
•
AP - 3
At least one bedroom should have en-suite bathroom and a second bathroom with shower and toilet available
•
•
•
AP - 4
Means for water heating for maintaining sufficient supply of hot water for cleaning, washing and bathing
•
•
•
AP - 5
All electrical and gas fired equipment must be maintained and serviced regularly with service record available for inspection
•
•
•
AP - 6
Folder with instructions manual for use of kitchen equipment, clothes washing machine, dishwasher and other appliances if available
•
•
•
Apartment hotel
Norm
16
Safety and Privacy in the apartment
C
B
A
100
All Apartments have their own entrance.
•
•
•
101
Clear indication on the outside of all Apartments whereby a number, name or letter, etc., is used.
•
•
•
102
Option of locking the Apartment door in all Apartments.
•
•
•
103
A spy hole in the Apartment door of all Apartments.
•
•
•
104
Additional locking facilities of the Apartment door in all Apartments.
•
•
•
105
Electronic locking system of Apartment door in all Apartments.
2
2
2
106
Provisions to prevent people from looking in (net curtain or similar) on all windows in the apartment.
•
•
•
107
Guest safe in the apartment or a guest safe somewhere else in the hotel.
•
•
•
108
Guest safe in all Apartments.
3
3
•
•
•
•
Points cannot also be obtained through standard 107 if standard 108 is met.
109
Do not disturb sign in all Apartments.
110
Emergency evacuation instruction in all Apartments.
•
•
•
111
Provision to prevent external noise and sound into Apartments
3
3
3
Norm
Lighting and electricity in the apartment
C
B
A
200
Adequate general lighting in all areas of the apartment. There should be sufficient lighting for eating, reading, writing and toilets
•
•
•
201
Switch for the lighting at the entrance to all Apartments.
•
•
•
202
Lighting suitable for reading in bed which can be operated from the bed at each sleeping place in all bedrooms in the apartment.
•
•
•
203
At least one unused power point in each area in the apartment that can be easily reached in all Apartments.
1
1
1
204
Switch next to the bed to operate the general lighting from the bed in all rooms.
3
3
3
A
Norm
Apartment dimensions
C
B
301
Double Apartment 17 m² (applies to 90% of all Apartments; including wet area and toilet entrance area).
5
•
302
Double Apartment 22 m² (applies to 90% of all Apartments; including wet area and toilet entrance area).
5
5
•
303
Double Apartment 26 m² (applies to 90% of all Apartments; including wet area and toilet entrance area).
5
5
5
2
2
2
C
B
A
Highest number of points can only be obtained once when standards 300, 301, 302 and/or 303 are met.
304
Norm
Private balcony accessible from the Apartment in 25% of the Apartments.
Daylight in the apartment
400
At least one clear window at eye level with daylight distributed on all areas of the apartments.
•
•
•
401
(Heavy) curtains or similar provision on all windows of the apartment.
•
•
•
402
Curtains that do not allow light to shine through or a similar provision to ensure guests can also sleep in all bedrooms during the day (Blackouts).
2
2
•
Norm
Air treatment in the apartment
C
B
A
500
All apartments have heating that can be regulated individually distributed over all areas of the apartment.
•
•
•
501
Window or a grid that can be opened or a ventilation system in all areas of the apartment.
•
•
•
502
Individually regulated air conditioning in all areas of the apartment.
•
•
•
17
Norm
Bed and furniture in the room
C
B
A
600
Bed or beds in proportion to the number of sleeping places including mattresses, pillows and related bedding in all Apartments.
•
•
•
601
Additional blanket (or duvet) and pillow upon request.
•
•
•
602
Additional pillows in all Apartments.
2
2
•
603
Change of bed linen and towels at least every other day and daily upon request.
2
•
•
604
Beds with a length of at least 2 meters and a width of at least 90 centimeters in all Apartments.
3
3
3
605
Baby bed (cot) upon request.
1
•
•
606
One bedside chair or seat for each guest staying in the room. Should three or more guests use the Apartment, two seats are sufficient.
•
•
•
612
Wastepaper basket in each bedroom.
•
•
•
613
Full-length mirror in each bedroom.
1
•
•
C
B
A
Norm
Putting clothes and luggage away in the room
700
Luggage rack or similar provision in all bedrooms.
1
1
•
701
Wardrobe/cupboard with shelves or a similar provision and plastic/wooden (identical) coat hangers for putting clothes away in all Apartments.
•
•
•
702
Trouser press in all Apartments.
2
2
2
703
Ironing equipment with steam function on request.
1
•
•
704
Ironing equipment with steam function in all apartments.
2
2
2
A
Points cannot also be obtained through standard 703 if standard 704 is met.
18
Norm
Telecommunications in the apartment
C
B
800
Telephone with outside line and written user instructions in all Apartments.
•
•
•
801
Two telephones with outside line and written user instructions, one on writing table, one at bedside in all Apartments.
1
1
1
802
Connection for data communication with written user instructions and at least one unused power point for computers in all Apartments.
1
1
•
803
Data communications; availability of multiple connections simultaneously (speech and data) as well as two unused power points in all
Apartments.
2
2
2
804
High speed data communication connection as well as two unused power points in all Apartments.
3
3
3
Highest number of points can only be obtained once when standards 802, 803 and/or 804 are met.
805
Fax upon request.
1
1
1
806
Computer with Internet connection upon request.
2
2
2
807
Computer with Internet connection in all Apartments.
3
3
3
Points cannot also be obtained through standard 806 if standard 807 is met.
808
Answering machine in all Apartments (voicemail).
1
1
1
809
Additional telephone with outside line in the private bathroom facilities of all Apartments.
2
2
2
810
Printer upon request.
1
1
1
811
Printer in all Apartments.
2
2
2
Points cannot also be obtained through standard 810 if standard 811 is met.
Norm
Audio and video in the apartment
C
B
A
•
901
Color TV with at least 20 inch screen, remote control and TV-channel directory in all Apartments.
•
•
902
Radio channels in all Apartments.
1
•
•
903
Radio with a free choice of channels in all Apartments.
2
2
2
Points cannot also be obtained through standard 902 if standard 903 is met.
904
Pay TV or dedicated movie channel with the option of canceling upon the request of the guest.
2
2
2
905
Additional loudspeaker for radio and/or television in the private bathroom facilities of all Apartments.
1
1
1
906
Video recorder and/or DVD player with remote control upon request.
1
1
•
907
DVD player in all Apartments.
2
2
2
Points cannot also be obtained through standard 906 if standard 907 is met.
908
Movie and music on demand in all Apartments with an adequate collection available at reception.
909
Supplementary lighting in the form of table or wall lamps
910
Coordinated and organized furniture to provide comfortable seating for TV watching, reading and gathering.
911
Table which can also be used as a writing table and matching chair or armchair (which shall also be viewed as a seat/armchair) with sufficient
desk lighting in all rooms).
2
2
2
•
•
•
•
•
•
•
•
•
Bathrooms
Norm
Guest articles in the room and bathroom
C
B
A
1000
Shower gel/bubble bath and shampoo in all bathrooms.
•
•
•
1001
Basic range of care products (toothpaste, shaving tackle, and such) upon request.
1
1
•
1002
Extensive range of care products in all Apartments (the products referred to in standard 1001 and at least also products such as body lotion,
shampoo/conditioner and luxury soap).
2
2
2
Points cannot also be obtained through standard 1001 if standard 1002 is met.
1003
Shoe polish products upon request.
1
1
1
1004
Shoe polish products in all Apartments.
2
2
2
Points cannot also be obtained through standard 1003 if standard 1004 is met.
1005
Information in all Apartments about additional hotel services and entertainment/recreation outside the hotel.
•
•
•
1006
Welcoming gift in all Apartments.
1
1
1
1007
Stationary and correspondence paper in all Apartments.
1
1
•
1008
Prayer direction sign in all Apartments.
•
•
•
1009
Plug adaptor upon request.
1
•
•
19
Norm
Washbasin in the bathroom
C
B
A
1100
Washbasin with hot and cold running water in all Apartments.
•
•
•
1101
Washbasin mirror in all Apartments.
•
•
•
1102
Possibility to accommodate bathroom articles or a toilet bag in all Apartments.
•
•
•
1103
Washbasin lighting in all Apartments.
•
•
•
1104
A (shaving) power point next to the washbasin mirror in all Apartments.
1
1
•
1105
One towel and one bath towel per person in all Apartments.
•
•
1106
Two towels and two bath towels per person in all Apartments.
3
3
•
1
Points cannot also be obtained through standard 1105 if standard 1106 is met.
1107
(Face) flannel for each guest staying in all Apartments.
1
1
1108
A mug or glass is available for each person in all Apartments.
•
•
•
1109
Double washbasin in all double Apartments and suites.
2
2
2
Norm
Bathroom facilities in the room
C
B
A
1202
Bath mat all bathroom facilities of all Apartments.
1
1
1
1203
Non-slip flooring in the bath and handgrips for getting in and out of the bath in all Apartments with a private bath.
•
•
•
1204
Hair drier upon request.
1
•
1205
Hair drier in all Apartments.
2
2
•
Points cannot also be obtained through standard 1204 if standard 1205 is met.
20
1206
Bathrobe and shower slippers for each staying guest in all Apartments.
2
2
2
1207
Extendible clothesline or similar provision in all Apartments.
1
1
1
1208
Separate shaving mirror in all Apartments.
1
1
1
1209
Separate shaving mirror with built-in lighting in all Apartments.
2
2
2
Points cannot also be obtained through standard 1208 when standard 1209 is met.
1210
Defogging bathroom mirrors in all Apartments.
1
1
1
1211
Towel heater in all Apartments.
1
1
1
1212
Bidet in all Apartments.
1
1
1
1213
Separate bath and shower in 50% of the Apartments.
2
2
2
1214
Separate bath and shower in all Apartments.
3
3
3
Points cannot also be obtained through standard 1213 when standard 1214 is met.
1215
Toilet separated from the bathroom facilities in 50% of the Apartments.
2
2
2
1216
Toilet separated from the bathroom facilities in all Apartments.
3
3
3
Points cannot also be obtained through standard 1215 when standard 1216 is met.
Kitchen
Norm
Kitchen
1300
Storage cupboards, racks and shelves
1301
Fridge with adequate temperature to safety store food
1302
Freezer - either separate or in one unit
1303
Work tops
1304
Cooking equipment - 4 ring hob, oven, microwave oven, pots, pans, kettle
1305
Sink unit with supply of hot and cold water
1306
Garbage bin
1307
Clothes washing machine provided (If laundry facilities are not provided)
1308
Dishwashing machine
1309
Dining utensils - Dishes, Cutlery, glasses, Cups and serving dishes
1310
Cooking utensils - Pots, pans …etc
Norm
Kitchen equipment
1311
Knives (Table and Dessert)
1312
Forks (Table and Dessert)
1313
Spoons (Dessert, soup and Tea)
1314
Plates (Large and Small)
1315
Tea Cups and Saucer or Mug
1316
Cereal/ Soup Bowl
1317
Water glasses and jug
1318
Bread Knife
1319
Tin opener
1320
Ladle
1321
Potato peeler
1322
Serving Gear
1323
Cutlery box or divided drawer
1324
kitchen scissors
1325
Sugar Bowl
1326
Milk Jug
1327
Juice Extractor
1328
Kettle
1329
Toaster
1330
Teapot
C
B
A
•
•
•
•
•
•
•
•
2
•
•
•
•
•
•
•
•
•
•
2
•
•
•
•
•
•
•
•
•
•
•
•
•
C
B
A
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
21
22
1331
Coffee maker
1332
Fridge and Freezer
1333
Microwave oven
1334
Saucepans and Lids
1335
Frying pan
1336
Oven roasting tray
1337
Bread/Chopping board
1338
Tray
1339
Colander
1340
Wooden Spoon
1341
Whisk
1342
Grater
1343
Mixing Bowl
1344
Tongs
1345
Table mats
1346
Dish cloths
1347
tea towels
1348
sink
1349
Vaccum Cleaner
1350
Dustpan and brush
1351
Mop
1352
Bucket
1353
Floor cloth
1354
Bin
1355
Spare light bulbs
1356
Clothes line
1357
Suitable cleaning material
Norm
Dining room
1400
Dining table suitable for seating for the capacity of the apartment
1401
Dining utensils sufficient to the number of sleeping capacity of the apartment
1402
Dining utensils sufficient at 1.5 times the maximum sleeping capacity of the apartment
1403
Dining utensils sufficient at 2 times the maximum sleeping capacity of the apartment
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
C
B
A
•
•
•
•
•
•
General facilities and services at the Apartment hotel
Norm
Air treatment at the Apartment hotel
C
B
A
1500
Ventilation with adequate fresh air intake in all public areas.
•
1501
Comfortable, ceiling based air conditioning with adequate fresh air intake and used air outlet in all public areas.
2
•
•
1502
Comfortable, ceiling based air conditioning with adequate fresh air intake and used air outlet in entire building.
4
4
4
Points cannot also be obtained through standard 1502 if standard 1501 is met.
Norm
Telecommunications at the Apartment hotel
C
B
A
1600
Option to use a telephone at the hotel upon request.
•
•
•
1601
Option to use a fax at the hotel upon request.
•
•
•
1602
Option to use a computer with high speed Internet connection upon request at the hotel.
2
•
•
C
B
A
•
•
Norm
Transport, access, assistance and accessibility at the apartment hotel
1700
Guests must be able to reach a hotel employee 24 hours a day.
•
1701
Private parking facilities at the hotel.
2
2
2
1702
Private parking facilities at the hotel sufficient for at least 50% of the total number of Apartments.
4
4
4
1703
Private indoor car parking at the hotel.
3
3
3
1704
Private indoor car parking at the hotel sufficient for at least 50% of the total number of Apartments.
5
5
5
2
2
Highest number of points can only be obtained once when standards 1701, 1702, 1703 or 1704 are met.
1705
Permanent parking assistance.
2
1706
Luggage transportation upon request.
1
•
•
1707
Luggage transportation offered.
2
2
2
•
Points cannot also be obtained through standard 1706 if standard 1707 is met.
1708
Guests only have to walk up two sets of stairs to reach their Apartment.
2
1709
Guests only have to walk up one set of stairs to reach their Apartment.
3
•
•
1710
95% of the hotel Apartments can be reached by guests without having to use the stairs.
4
4
•
3
•
•
•
Highest number of points can only be obtained once when standards 1708, 1709 and/or 1710 are met.
1711
Service elevator(s)) separately from guest elevator(s)) if hotel consists of 3 floors and more.
1712
Service elevator(s)) separately from guest elevator(s)).
3
1713
Area to stop and set down luggage at the entrance of the hotel.
2
1714
Roofed area to stop and set down luggage at the entrance of the hotel.
3
Points cannot also be obtained trough standard 1713 if standard 1714 is met.
•
23
Norm
Compliant with safety and security regulations issued by the government
1801
X-ray machine for luggage inspection.
1802
Walkthrough X-ray machine for people
1803
24 hours a day Closed Circuit Television system.
1804
Controlled access to guest Apartment areas.
1805
C
B
A
•
•
•
•
•
•
3
3
3
2
2
2
Security officer on duty 24 hours a day.
2
2
•
1806
Approved medical services on call 24 hours a day.
1
1
1
1807
Defibrillator and 24 hours per day availability of trained and certified staff to operate it.
1
1
1
1808
Certified first attendant to be available 24 hours
2
2
•
C
B
A
1
1
•
1
1
•
1
1
•
C
B
A
Norm
1900
1901
1902
Norm
24
Safety and security at the apartment hotel
1800
Provisions for disabled guests at the apartment hotel
The premises entrance and all communal areas accessible for wheelchairs.
Adapted general WC for wheelchair access.
Adapted Apartment for wheelchair access.
Reception
2000
Checked-in guests must have access to the hotel 24 hours a day.
•
•
•
2001
Reception personnel speak at least Arabic and English.
•
•
•
2002
Sufficient privacy offered when guests check in and check out.
•
2003
Separate reception desk.
2
•
•
2004
Assured reception service through the physical presence of a reception member of staff from 07.00 till 23.00 and physical presence of a
member of staff in or in the immediate area of the hotel (available in the hotel within no more than 5 minutes after being summoned by the
guest) from 23.00 till 07.00 in combination with an intercom facility (immediate contact between guest and member of staff).
2005
Reception and porter service open 24 hours a day and physically staffed.
•
•
•
2006
Adequate delivery of messages and goods to guests.
•
•
•
2007
Sitting places at reception.
•
•
•
2008
On-line reservation of hotel Apartments is possible including confirmation.
1
1
1
2009
Taking guests to their Apartment on arrival.
1
1
1
C
B
A
•
Norm
Other facilities at the apartment hotel
2102
Non-smoking Apartments are available at the hotel. Minimum of 10% of Apartments for non smoking, with signs available on doors.
1
•
2103
Luggage rooms at the hotel (locked or supervised).
1
1
•
2104
Shoe polishing machine at the hotel.
1
1
1
2105
Option of purchasing reading material, newspapers and stamps at the hotel.
1
1
•
2106
Availability of “gift” articles at the hotel.
1
1
1
Norm
Other services offered by the apartment hotel
C
B
2200
Wake-up call upon request.
1
•
A
•
2201
Turndown service (every evening).
4
4
4
2202
Laundry and ironing service from 08.00 till 20.00, with a return time of less than 2 hours.
2
2
2
2203
Laundry and ironing service 24 hours a day, with a return time of less than 2 hours.
3
3
3
Points cannot also be obtained through standard 2202 if standard 2203 is met.
2204
Dry cleaning service 24 hours a day, with a return time of less than 12 hours.
1
1
1
2205
Shoe polish service upon request.
1
1
1
2206
Secretarial service upon request
1
1
1
2207
Baby sitting service upon request
1
1
1
2208
Concierge services to be available. Transport, car rental, ticket reservations, tourist sites and excursions, theatre and museums.
2
2
2
2209
Currency exchange service.
1
1
•
2210
At least two types of credit cards are accepted.
1
1
•
Leisure and recreation at the apartment hotel
Norm
C
B
A
2600
Swimming pool with poolside service of snacks and drinks at the hotel.
5
5
5
2601
Sauna for general use at the hotel.
2
2
2
2602
Steam bath for general use at the hotel.
2
2
2
2603
Whirlpool for general use at the hotel.
1
1
1
2604
Sunbath facilities for general use at the hotel.
1
1
1
2605
Fitness room at the hotel.
3
3
3
2607
Outdoor café with sufficient shaded seating area at the hotel.
3
3
3
2608
Outdoor garden at the hotel.
2
2
2
2609
Play room or playground at the hotel for children.
1
1
1
2610
Game room at the hotel.
1
1
1
2611
Tennis courts next to or indoor tennis at the hotel.
2
2
2
2612
Volleyball and/or basketball court at the hotel.
2
2
2
2613
Option to rent leisure items at the hotel.
1
1
1
B
A
•
•
Back Areas
Norm
2900
Garbage area
Special ventilated area for waste
C
25
Norm
Staff services and facilities
B
A
4000
Separate entrance for Hotel Employees
C
•
•
4001
Showers, lockers, and changing rooms for employees
•
•
Cleanliness
Norm
26
Bedrooms
C
B
A
5000
Bed mattresses
•
•
•
5001
Pillows
•
•
•
5002
Duvets or blankets
•
•
•
5003
Bed sheets, duvet covers and pillowcases
•
•
•
5004
Floor
•
•
•
5005
Walls
•
•
•
5006
Ceiling
•
•
•
5007
Furniture
•
•
•
5008
Curtains
•
•
•
5009
Other elements of the bedroom
•
•
•
C
B
A
Norm
Private Bathroom facilities in apartment
5100
Floor and wall tiling
•
•
•
5101
Floor and wall grouting/kitting
•
•
•
5102
Shower and bath
•
•
•
5103
Shower curtain
•
•
•
5104
Inside and outside of toilet bowl
•
•
•
5105
Other elements of bathroom facilities
•
•
•
Norm
Living and Dining Room
C
B
A
5200
Flooring
•
•
•
5201
Walls
•
•
•
5202
Ceilings
•
•
•
5203
Furniture
•
•
•
5204
Lighting
•
•
•
5205
Table Utensils, Linen
•
•
•
5207
Other elements of communal areas
•
•
•
Norm
Public Areas (Corridors, Halls and Elevators…etc)
C
B
A
5300
Public Toilets
•
•
•
5301
Flooring
•
•
•
5302
Walls
•
•
•
5303
Ceiling
•
•
•
5304
Furniture
•
•
•
5305
Employees Uniform
•
•
•
5306
Other elements of Public areas
•
•
•
C
B
A
•
•
•
C
B
A
Norm
5307
Exterior
Exterior of building and hotel grounds
Maintenance
Norm
Bedrooms
5400
Bed mattresses
•
•
•
5401
Pillows
•
•
•
5402
Duvets or blankets
•
•
•
5403
Bed sheets, duvet covers and pillowcases
•
•
•
5404
Floor
•
•
•
5405
Walls
•
•
•
5406
Ceiling
•
•
•
5407
Furniture
•
•
•
5408
Curtains
•
•
•
5409
Other elements of hotel Apartments
•
•
•
C
B
A
Norm
Private Bathroom facilities in apartment
5500
Floor and wall tiling
•
•
•
5501
Floor and wall grouting/kitting
•
•
•
5502
Shower and bath
•
•
•
5503
Shower curtain
•
•
•
5504
Inside and outside of toilet bowl
•
•
•
5505
Other elements of bathroom facilities
•
•
•
27
Norm
C
B
A
Flooring
•
•
•
5601
Walls
•
•
•
5602
Ceilings
•
•
•
5603
Furniture
•
•
•
5604
Lighting
•
•
•
5605
Table Set up
•
•
•
5607
Other elements of communal areas
•
•
•
C
B
A
Norm
28
Living and Dining Room
5600
Public Areas (Corridors, Halls and Elevators…etc)
5700
Public Toilets
•
•
•
5701
Flooring
•
•
•
5702
Walls
•
•
•
5703
Ceiling
•
•
•
5704
Furniture
•
•
•
5705
Employees Uniform
•
•
•
5706
Other elements of Public areas
•
•
•
Norm
Exterior of building and hotel grounds
C
B
A
5800
Gardening
•
•
•
5801
Painting
•
•
•
5802
Lighting
•
•
•
Service level
Norm
C
B
A
5900
The reception of guests is hospitable.
•
•
•
5901
The guest is the central focus of the hotel operation.
•
•
•
5902
Staff are recognizable by name tags or position tags
3
•
•
Guest satisfaction
Norm
C
B
A
6000
Complaints from guests are registered.
•
•
•
6001
Complaints from guests are processed correctly.
•
•
•
6002
Guests are given insight into the classification standards based on which the hotel has been allocated its stars upon request.
•
•
•
6003
Guest questionnaires from the hotel in all Apartments.
•
•
•
C
B
A
Class and image
Realistic guest expectations of a simple middle range hotel are met with regard to:
Norm
6200
Exterior, interior and image of a simple hotel meet the realistic expectations of hotel guests.
•
6201
Ratio between number of Apartments and communal areas and lobby
•
6203
Quality of leisure facilities
•
6204
Number of employees and Apartment numbers ratio
•
6205
Uniform appearance
•
6206
Quality of furniture
•
6207
Consistence and mutual tuning of elements of exterior/interior, creating a coherent experience.
•
29
Realistic guest expectations of a middle range hotel are met with regard to:
Norm
6300
C
Exterior, interior and image of a simple hotel meet the realistic expectations of hotel guests.
B
•
6301
Ratio between number of Apartments and communal areas and lobby
•
6303
Quality of leisure facilities
•
6304
Number of employees and Apartment numbers ratio
•
6305
Uniform appearance
•
6306
Quality of furniture
•
6307
Consistence and mutual tuning of elements of exterior/interior, creating a coherent experience.
•
Realistic guest expectations of a first class hotel are met with regard to:
A
Norm
C
B
A
6400
Exterior, interior and image of a simple hotel meet the realistic expectations of hotel guests.
•
6401
Ratio between number of Apartments and communal areas and lobby
•
6403
Quality of leisure facilities
•
6404
Number of employees and Apartment numbers ratio
•
6405
Uniform appearance
•
6406
Quality of furniture
•
6407
Consistence and mutual tuning of elements of exterior/interior, creating a coherent experience.
•
Certification
Norm
C
B
6600
Health Certificate
•
•
A
•
6601
Environmental Certificate
1
1
1
C
B
A
Visibility star rating
Norm
6700
Hotel sign specifying correct star rating is intact and clearly visible at the reception.
•
•
•
6701
Hotel sign specifying correct star rating is intact and clearly visible outside at main entrance.
•
•
•
C
B
A
30
Quality & service inspection
Norm
6800
Result external quality & service inspection sufficient for 4* level hotel.
•
MAXIMUM TOTAL POINTS
BASIC POINTS
MINIMUM IN % OF MAXIMUM
C
B
A
197
216
238
45
55
70
31
Explanation of individual standards
Hotel room
32
Norm
Safety and privacy in the room
100
All rooms have their own entrance.
This standard means that guests should have direct access to their room
without having to pass through for example another room. Furthermore it
intends to exclude dormitories, where guests usually rent a bed, not a room.
The specification of an establishment as a Hotel creates certain expectations
from the consumer with regard to a minimum of provisions. The concept of
Hotel is linked to all in everyday language as an establishment which among
other things, deals with the availability of a private room, not with the rental
of a bed within a dormitory. The term dormitory is not to be confused with
family rooms, suites or rooms with connecting doors intended for use by
members of a particular party.
102
Option of locking the room door in all rooms.
The provision of a door lock with own unique key for each guest
103
A spy hole in the room door of all rooms.
The intention is that guests are able to see who is in front of their door via
a one-way spy hole.
104
Additional locking facilities of the room door in all rooms.
An extra chain or locking device to additionally lock the room from the inside.
106
Provisions to prevent people from looking in (net curtain or similar) in all
rooms.
The object of this directive is to allow guests the possibility of looking through
the windows during daylight hours without their being viewed from the
outside.
107
Guest safe in the room or a guest safe somewhere else in the hotel.
108
Guest safe in all rooms.
A guest safe is to be used by guests for safe keeping of personal valuables (such as passport, jewelry or a wallet), a notebook or small hand luggage,with a lock of which
the guest is issued his own personal, unique key.
Norm 106 states that the safe may also be located elsewhere in the hotel, for example within the hotel’s central safe. In that situation the guest should have his own
personal, unique key of his guest safe (not necessarily of the central safe). There should be a sufficient number of safes available to accommodate at least the average
request rate. This service should be listed in the room directory.
110
Emergency evacuation instruction in all rooms.
It is important for guests to know what to do in case of an emergency.
Therefore emergency instructions should be placed in the room clearly
visible, at least as a part of the room directory.
111
Provision to prevent external noise and sound into room
The object of this directive is to allow guests to sit, sleep and enjoy their
rooms without external noise being of the streets, service areas, communal
corridors and/or guests in other rooms
Norm
Lighting and electricity in the room
201
Switch for the lighting at the entrance to all rooms.
For example a switch for general lighting or bedside lighting.
203
Unused power point next to the bed that can be easily reached in all rooms.
Easily accessible means in any event that power points should not be placed
underneath the bed or behind a nightstand.
Norm
Daylight in the room
400
At least one clear window at eye level with daylight in all rooms.
A window serves as a connection to the world outside and allows for daylight
to enter the room as well as the possibility for the guest to look out. The
window is not part of a glass door.
The bottom edge of the window pane should not be higher than shoulder
height (1.50 meters).
401
(Heavy) curtains or similar provision in all rooms.
Opaque curtains or similar provisions (such as roller blinds or lamellae)
that guests may use at dusk or bedtime, that darken the room as much as
possible and block the view from the outside.
402
Curtains that do not allow light to shine through or a similar provision to
ensure guests can also sleep in the rooms during the day (black-outs).
This pertains to curtains or other window treatment (such as exterior
shutters) which would nearly obscure the room from light.
Norm
Air treatment in the room
500
All rooms have heating that can be regulated individually.
Guests can turn the heating on or off and fine-tune the temperature.
501
Window or a grid that can be opened or a ventilation system in all rooms.
If the window cannot be opened, the fresh air intake needs to function 24
hours. A (ceiling) ventilator is insufficient, as this only moves air, instead of
refreshing it.
502
Individually regulated air conditioning in all rooms.
Guest can individually control the air conditioning and temperature in the
room. A ceiling fan is not acceptable.
33
Norm
Bed and furniture in the room
600
Bed or beds in proportion to the number of sleeping places including
mattresses, pillows and related bedding in all rooms.
Pillow rolls are not counted as pillows, because such pillows are unsuitable for
sleeping on. Bed linen sizes correspond with the format of the mattress.
601
Additional blanket (or duvet) and pillow upon request.
This service must be listed in the room directory.
602
Additional pillows in all rooms.
The pillow must be located in the room (for example in the cupboard) and be
sealed in a hygienic bag.
603
Change of bed linen and towels at least every other day and daily upon
request.
The additional service of daily change of bed linen and towels must be listed
in the room directory.
605
Baby bed (cot) upon request.
The baby bed must be complete with matching bed linen. This service must
be listed in the room directory.
607
One armchair or couch for each guest staying which is viewed as a sitting
place in all rooms.
An armchair/couch offers comfortable seating. The idea is that the chairs/
couches form a seating arrangement with the coffee table, allowing guests to
sit across from one another. The armchair or couch per staying guest needs
to be in the room upon the arrival of the guest.
608
A table and matching chair (which is deemed as being one seat) in all rooms.
It is important that the seating height of the armchair matches to the height
of the coffee table.
A nightstand or windowsill will not be accepted as a table.
609
A table which can also be used as a writing table and matching chair or
armchair (which shall
also be viewed as a seat/armchair) with sufficient desk lighting in all rooms.
It is important that the seating height of the (arm)chair matches the height
of the writing table. The size of the table surface and its adequate lighting,
make it possible to use it as a writing table.
610
Coffee table or similar provision to place drinks and such within reach of
armchair(s) in all rooms
A night stand or windowsill will not be accepted as a coffee table.
611
Option to sit across from each other and/or to eat a meal when 2 persons are
involved.
In case such a table is not present in the room, it can be delivered on
request, for example in the form of a trolley. In that case, this information
must be listed in the room directory.
613
Full-length mirror in all rooms.
A full length mirror is a mirror in which a standing guest can see himself
completely.
614
Empty refrigerator (mini-fridge) in all rooms.
Guests are able to cool-store items they brought with them (like food and
drinks) in their room. An empty minibar could serve this purpose. If compliance with standard 2401
or 2402 requires a stocked minibar, it should be empty and be stocked on
request of the guest.
34
Norm
Putting clothes and luggage away in the room
700
Luggage rack or similar provision in all rooms.
It concerns a piece of furniture, possibly a fold-out one, on which a suitcase
can be placed to pack and unpack it comfortably. A bed does not count as
such a facility.
701
Wardrobe/cupboard with shelves or a similar provision and plastic/wooden
(identical) coat hangers for putting clothes away in all rooms.
A hanging/linen cupboard is a specific piece of furniture or designated space
with a metal rod and hangers to hang cloths on. The linen section can be
within the same unit, or separate.
703
Ironing equipment with steam function on request.
This service must be listed in the room directory.
Norm
Telecommunications in the room
800
Telephone with an outside line in all rooms.
801
Two telephones with outside line and written user instructions, one on writing
table, one at bedside in all rooms
802
Connection for data communication with written user instructions and at least
one unused power point for computers in all rooms.
803
Data communications; availability of multiple connections simultaneously
(speech and data) as well as two unused power points in all rooms.
804
High speed data communication connection as well as two unused power
points in all rooms.
These telephones (and their outside line) must also be usable when the
reception is closed.
35
These connecting plugs and unused electrical sockets are available near the writing table, allowing guests to work in that space. Guests need to have the possibility to
connect and use their own computer equipment.
805
Fax upon request.
806
Computer with Internet connection upon request.
807
Computer with Internet connection in all rooms.
The purpose of this norm is to use the fax in the guest room, as opposed
to somewhere else in the building. This service must be listed in the room
directory.
Norm 806 deals with a PC (possibly via the TV screen) with a permanent connection to the internet, ready to use in the room on request. This service must be listed in
the room directory. Norm 807 indicates that such a ready to use PC is present in all rooms.
810
Printer upon request.
811
Printer in all rooms.
Norm 810 deals with a printer, with paper, ink and PC connection cable, ready to use in the room on request. This service must be listed in the room directory. Norm 811
indicates that such a ready to use printer is present in all rooms.
Norm
Audio and video in the room
900
Color TV with remote control and TV-channel directory in 50% of the rooms.
901
Color TV with at least 20 inch screen, remote control and TV-channel
directory in all rooms.
The remote control may be issued at check in. If so, this should be done automatically, without guests having to ask for it. Hotels may choose to ask guests for a deposit.
902
Radio channels in all rooms.
903
Radio with a free choice of channels in all rooms.
If radio channels are broadcasted via the TV system, this must be listed in the room directory. Norm 903 deals with a separate radio (with or without a CD player) and
not a radio via the TV system, because these systems do not offer a free choice of channels, but are limited to pre-selected radio channels.
36
904
Pay TV or dedicated movie channel with the option of canceling upon the
request of the guest.
Pay TV and dedicated movie channels must be made dysfunctional on
request. This service must be listed in the room directory.
906
Video recorder and/or DVD player with remote control upon request.
This service must be listed in the room directory.
Norm
Guest articles in the room and bathroom
1000
Shower gel/bubble bath and shampoo in all rooms.
If dispensers are used, they need to be labeled as to what their contents are.
1001
Basic range of care products (toothpaste, shaving tackle, and such) upon
request.
This service must be listed in the room directory.
1003
Shoe polish products upon request.
1004
Shoe polish products in all rooms.
Either a box with a variety of shoe polish tools, or shoe polish cloths. The service mentioned in norm 1003 must be listed in the room directory.
1005
Information in all rooms about additional hotel services and entertainment/
recreation outside the hotel.
The primary aim of this norm is to inform guests about all additional hotel
services, such as all provisions and services that the hotel can offer upon
request, based on the basic and optional norms of the classification system.
The information needs to be clearly present in the room and be easily
accessible. Information may be publicized by TV, as long as this is clearly
indicated.
1006
Welcoming gift in all rooms.
A welcome gift in the room is something tangible like fruit or a bouquet of
flowers, not a welcome message.
1009
Plug adaptor upon request.
This service must be listed in the room directory.
Norm
Washbasin in the room
1101
Washbasin mirror in all rooms.
Washbasin mirror is not the same as a (usually smaller) shaving mirror.
1103
Washbasin lighting in all rooms.
The idea is that guests can view themselves in the mirror when standing in
front of it. The light must be adequate, without having a blinding effect.
1104
A (shaving) power point next to the washbasin mirror in all rooms.
The power point is meant to allow guests to shave or dry their hair and
therefore needs to be within wire-range from the washbasin mirror.
Norm
Bathroom facilities in the room
1200
50% of the rooms have private bathroom facilities and a WC en-suite to the bedroom (bathroom facilities are a fully enclosed area, accessible
through a door, which has been provided with a bath with a shower attachment or a shower, with constant hot and cold running water, ventilation and
lighting).
1201
All rooms have private bathroom facilities and a WC en-suite to the bedroom (bathroom facilities are a fully enclosed area, accessible through a door, which
has been provided with a bath with a shower attachment or a shower, with constant hot and cold running water, ventilation and
lighting).
A shower cabin in the room does not count as a bath facility in this respect.
1204
Hair drier upon request.
1213
Separate bath and shower in 50% of the rooms.
1214
Separate bath and shower in all rooms.
This service must be listed in the room directory.
For this norm, the shower is explicitly outside the bathtub in a separate shower area.
1215
Toilet separated from the bathroom facilities in 50% of the rooms.
1216
Toilet separated from the bathroom facilities in all rooms.
The toilet meant here may be accessible from the bathroom, but is physically separated from the other bathroom facilities by walls and a door.
37
General provisions at the hotel
Norm
1600
Telecommunications at the hotel
Option to use a telephone at the hotel upon request.
This norm allows guests to use a telephone inside the building, not
somewhere in the vicinity.
It is important that the privacy of guests using the telephone is guaranteed
as much as possible. This service must be listed in the room directory.
1601
Option to use a fax at the hotel upon request.
This norm allows guests to send and receive fax messages inside the hotel,
not somewhere in the vicinity. This service must be listed in the room
directory.
1602
Option to use a computer with high speed Internet connection upon request
at the hotel.
This norm allows guests to use a computer inside the hotel, not somewhere
in the vicinity. This service must be listed in the room directory.
Norm
38
Transport, access, assistance and accessibility at the hotel
1700
Guests must be able to reach a hotel employee 24 hours a day.
1701
Private parking facilities at the hotel.
1702
Private parking facilities at the hotel sufficient for at least 50% of the total
number of rooms.
1703
Private indoor car parking at the hotel.
1704
Private indoor car parking at the hotel sufficient for at least 50% of the total
number of rooms.
Full compliance means that a minimum of one hotel employee is present
24 hours a day. If the employee at some moments is only reachable by
telephone, guests must be informed how to get in contact with him. The way
the employee can be reached must be listed in the room directory.
Norm 1701 and 1702 are about parking facilities of the hotel itself and not about public parking spaces or a parking garage as meant in norm 1703 and 1704. Norm
1703 and 1704 concern a covered parking facility/garage of the hotel itself. Outside of the hotel, this parking garage needs to be clearly sign posted. Also allowed is
an area in a public parking garage very close to the hotel, especially reserved and sign posted for hotel guests. The parking possibilities mentioned in standards 1701,
1702, 1703 and 1704 must be listed in the room directory.
1705
Permanent parking assistance.
1706
Luggage transportation upon request.
1707
Luggage transportation offered.
At arrival and departure, permanent parking assistance is available.
Luggage transport means bringing luggage to and from the room at arrival and departure. Norm 1706 is on request of the guest. Norm 1707 means offering this
automatically by the staff. This service must be listed in the room directory and be clearly mentioned at the reception.
1708
Guests only have to walk up two sets of stairs to reach their room.
1709
Guests only have to walk up one set of stairs to reach their room.
1710
95% of the hotel rooms can be reached by guests without having to use the
stairs.
If, for the purpose of compliance with standards 1708, 1709 and/or 1710 elevators are available, these should be public guest service elevators, not a back of the house
goods elevators.
1712
Area to stop and set down luggage at the entrance of the hotel.
1713
Roofed area to stop and set down luggage at the entrance of the hotel.
The meaning of this norm is to offer guests the possibility to stop their vehicle in a well marked place, close to the entrance of the hotel to let passengers in and out of
the car and to load and unload luggage. The roof mentioned in norm 1713 intends to protect guests against weather influences.
1714
Norm
1803
Private shuttle service upon request or through a schedule.
Not meant here are public transport vehicles or taxi’s if they are not part
of the hotel transportation facilities. This service must be listed in the room
directory.
Safety and security at the hotel
Controlled access to guest room areas.
Hotels are very much public spaces, but the guest room areas are best to be
restricted to hotel residents only. This can be done by elevator access control
or making use of the electronic room key codes. Simpler but as well effective
is asking hotel residents to present their room key to a member of security at
the elevator access.
1805
Approved medical services on call 24 hours a day.
This norm is not about an on site medical presence, but about having an
agreement with external medical services, so that quick medical assistance
can be in place when needed.
1806
Defibrillator and 24 hours per day availability of trained and certified staff to
operate it.
This life saving device should be easily accessible and kept in working order
according to the equipment specifications.
Norm
1901
Provisions for disabled guests at the hotel
Adapted general WC for wheelchair access.
This toilet facility is separate from the other public toilet facilities.
39
Norm
2000
Reception
Checked-in guests must have access to the hotel 24 hours a day.
Guests must be able to leave and enter their room and the building, at any
given time a day.
The access can be given by handing out a key for the entrance door to the
hotel, or by the permanent presence of a member of staff.
2002
Sufficient privacy offered when guests check in and check out.
2003
Separate reception desk.
Norm 2002 is about a check in possibility in the hotel where guests can
register, pick up room keys and leave messages, all with a sense of privacy.
Norm 2003 is a separate reception desk where all the necessary privacy can
be offered.
2006
Adequate delivery of messages and goods to guests.
Guests need to receive messages or packages left for them promptly and
completely.
The hotel needs to ensure that the procedure for this service is in place and
working efficiently. This service must be listed in the room directory.
2009
40
Norm
Taking guests to their room on arrival.
Guests need to be offered this service unsolicited.
Other facilities at the hotel
2100
At least 2 suites. A suite is a room (including private bathroom facilities and
entrance area) with a very generous and comfortable layout. The minimum
dimensions are 50 m².
A suite has a sleeping and a seating area. The suite is considerably more
spacious and comfortable than the other guestrooms. Two adjacent rooms
with connecting doors, that can be rented separately, will not qualify as a
suite.
2102
At least 10% of rooms non-smoking, with non-smoking signs on the door.
This option has to be listed in the room directory, or in a clear manner at the
reception.
2104
Shoe polishing machine at the hotel.
If only one shoe polishing machine is featured in the hotel, it has to be placed
in a public area, accessible to all guests of the hotel.
2105
Option of purchasing reading material, newspapers and stamps at the hotel.
The guest has to have the opportunity to purchase reading material,
newspapers and stamps in the hotel. To offer this via free magazines or
newspapers in the lobby, does not qualify.
This service must be listed in the room directory.
2106
Norm
Availability of “gift” articles at the hotel.
The norm is met when the hotel has a shop with an adequate assortment of
gift articles, or display cabinets in the public areas. This provision must be
listed in the room directory.
Other services offered by the hotel
2200
Wake-up call upon request.
A call from reception at a time requested by the guest, personal or
automated. This service must be listed in the room directory.
2201
Turndown service (every evening).
Some examples of turndown service are replacement of used towels,
replenishment of bathroom amenities, closing of the curtains and preparing
the beds for the night.
2202
Laundry and ironing service from 08.00 till 20.00, with a return time of less than 2 hours.
2203
Laundry and ironing service 24 hours a day, with a return time of less than 2 hours.
2204
Dry cleaning service 24 hours a day, with a return time of less than 12 hours.
41
Exceptions are allowed during weekends and special national holidays. This service must be listed in the room directory.
2205
Shoe polish service upon request.
This service must be listed in the room directory.
2206
Secretarial service upon request.
This service must be listed in the room directory.
2207
Baby sitting service upon request.
This service must be listed in the room directory.
2208
Concierge services available (transport, car rental and reservations for tourist
sites, excursions, theatre and museums)
These services must be listed in the room directory.
2209
Currency exchange service.
This service must be listed in the room directory.
2210
At least 2 types of credit cards are accepted.
This service must be listed in the room directory and at the point of sale
areas in the hotel.
Leisure and recreation at the hotel
2600
Swimming pool and all related facilities with poolside service of snacks and
drinks at the hotel
Swimming pools needs to be equipped with related services and sanitary
facilities of change rooms, showers and toilets divided into 2 parts, one part
to be designated for men and the other for women.
2601
Sauna for general use at the hotel and all related facilities.
Sauna needs to be equipped with related services and sanitary facilities
of change rooms, showers and toilets divided into 2 parts, one part to be
designated for men and the other for women. The related facilities can
be shared with a number of other facilities similar recreation and leisure
provisions.
2602
Steam bath for general use at the hotel and all related facilities
Steam bath facilities needs to be equipped with related services and sanitary
facilities of change rooms, showers and toilets divided into 2 parts, one part
to be designated for men and the other for women. The related facilities
can be shared with a number of other facilities similar recreation and leisure
provisions
2603
Whirlpool for general use at the hotel and all related facilities.
Whirlpool facilities needs to be equipped with related services and sanitary
facilities of change rooms, showers and toilets divided into 2 parts, one part
to be designated for men and the other for women. The related facilities
can be shared with a number of other facilities similar recreation and leisure
provisions
2604
Sunbath facilities for general use at the hotel and all related facilities
Sunbath facilities needs to be equipped with related services and sanitary
facilities of change rooms, showers and toilets divided into 2 parts, one part
to be designated for men and the other for women. The related facilities
can be shared with a number of other facilities similar recreation and leisure
provisions
2605
Fitness room at the hotel.
The fitness room of the hotel needs to be equipped with at least four different
types of equipment for cardiovascular exercises (running, cycling, etc.), at
least 4 different types of equipment for muscular exercises (rowing, etc.), as
well as free weights, exercise mats and drinking water. The fitness room also
should be equipped changing rooms, showers and toilets
2607
Outdoor café with sufficient shaded seating area at the hotel.
It concerns a terrace of the hotel with tables and chairs, where guests can sit
down and order drinks.
2613
Option to rent leisure items at the hotel.
Leisure items may include bicycles, boats, etc. This service must be listed in
the room directory.
42
Back Areas
Norm
2800
Norm
2900
Norm
3000
Norm
Kitchens
Food preparation area
This area is to prepare food in its final presentation to the guest. This area
should always comply with the hygiene and sanitary regulations of the
Ministry of Health.
Garabge area
Special ventilated area for waste
This area is to dispose of all wastes in a proper fashion and be placed away
from the eyes of the guests in appropriate containers.
Loading Area
Area to receive Purchased items
This area is designated to receive goods purchased or not purchased, and
needs screening before admitting to the hotel.
Staff services and facilities
4000
Separate entrance for hotel staff
This entrance is separate and specific to hotel staff
4001
Changing rooms with toilets and showers for staff
This area is for the sanitation and hygiene of the staff. It should abide to the
rules and regulations of the Ministry of Health and provide a certificate for
proof.
Cleanliness
Cleanliness is a very important basic requirement for hotels in all star categories. The elements that are evaluated are described in the standards
5000 - 5009 (Suite hotel rooms), 5100 - 5105 (private and communal bathroom facilities in guest room area), 5200 - 5207 (restaurants and bars),
5300 - 5306 (communal areas) and 5307 (exterior).
All elements have to be sufficient. If in-sufficient, the hotel must improve this within 3 months. If inspectors can not clearly determine if it is
sufficient or not, this element is marked as “item to improve”, and will need to be sufficient at the latest before the next inspection. If at the next
inspection this element still is an ”item to improve”, it is considered to be insufficient.
43
Maintenance
Adequate maintenance is a very important basic requirement for hotels in all star categories. Proper maintenance means that the available facilities
are in good condition, complete and in good working order. The elements to evaluate are described in standards 5400 - 5409 (Suite hotel rooms),
5500 - 5505 (private & communal bathroom facilities in guest room area), 5600 - 5607 (restaurants and bars), 5700 - 5706 (communal areas) and
5800 - 5802 (exterior). All elements have to be sufficient.
If they are not, the hotel needs to repair those elements within 3 months. If inspectors can not clearly determine if it is sufficient or not, this
element is marked as “item to improve”, and will need to be sufficient at the latest before the next inspection. If at the next inspection this element
still is an ”item to improve”, it is considered to be insufficient.
Service level
5900
The reception of guests is hospitable
5901
The guest is the central focus of the hotel operation.
44
Hospitality and service are two of the most elementary and distinguishing
characteristics of a hotel in any star category. In the interest of both guests
and hotel industry these elements have to be OK. It is important that
guests receive a level of hospitality and service that they, within reasonable
limits, are entitled to expect in hotels of the star category concerned. This
involves aspects like reception, treatment, and attitude & helpfulness of
staff. In general the expectation level of guests concerning these aspects
will rise in accordance with the star level of a hotel. Because they are
difficult to evaluate during inspections these standards will primarily be
used repressively towards hotels that apparently neglect these aspects. For
example if guests repeatedly express grounded complaints about the bad
level of hospitality and service of a hotel. In such cases a meeting with the
hotel management will take place about nature & content of the complaints
and additional agreements will be made about speedily improvement of the
situation.
Guest satisfaction
6000
Complaints from guests are registered.
6001
Complaints from guests are processed correctly.
In order to protect the interest of guests to a certain extent, guests should
have the possibility to express their possible dissatisfaction about the hotel
and its services to the management.
It is important that these complaints are being registered and responded to
in a correct manner. This does not necessarily mean that guest complaints
per definition are justified, but that the management deals with them
according to accepted business practice. This means, looking into it seriously,
responding within a reasonable time frame and offering compensation if
justified.
6002
Guests are given insight into the classification standards based on which the
hotel has been allocated its stars upon request.
This information must be listed in the room directory.
6003
Guests questionnaires from the hotel in all rooms.
The idea of having these forms readily available, is to facilitate the guest to
express themselves in a positive way or with a complaint. Hotel management
may use this information to further improve the quality of the hotel and its
operation.
Class and image
The design of the interior, as well as the design and appearance of the building and landscaping, determine to a large extent the difference
between the star categories. The use of materials, furniture and design elements, influence the experience of the guests considerably. For obvious
reasons it is desirable that the star level of the hotel corresponds with the realistic expectations that guests have. This norm differs from most
other norms, as it has an element of subjectivity. Therefore standards 4000 up to and including 4039 are evaluated with caution and with no
regard to personal taste.
Quality & service inspection
6800
Result external quality and service inspection sufficient for 4* level hotel.
6801
Result external quality and service inspection sufficient for 5* level hotel.
Hotel inspections, as they are done all over the world, are always a snapshot
on one particular day in a year. The hotel is judged on what it offers, but
not so much on how it offers it. Time is simply too short and the only way to
make a solid judgment of the service of a hotel is to experience it. As this is
a crucial part of the hotel business, the results of the additional service audits
need to be sufficient in order to qualify for the 4 or 5 star category
45
Symbols for Amenities provided by the Establishment
‫وجود غرف مكيفة‬
‫وجود �صالون جتميل‬
‫وجود م�صعد‬
‫وجود موقف لل�سيارات‬
‫�إلى املطار‬/‫توفر موا�صالت من‬
‫وجود جمفف �شعر يف كل الغرف‬
‫وجود م�شرب �صغري‬
‫توفر تلفاز ح�سب الطلب‬
‫توفر خزنات‬
‫توفر خدمة الإنرتنت‬
‫توفر خدمة التحميل‬
‫وجود م�شرب‬
‫وجود م�سبح داخلي‬
‫�صحف‬
‫وجود مطعم‬
‫توفر مرافق للأعمال‬
Business facilities
‫توفر �آلة لتح�ضري القهوة و ال�شاي‬
‫داخل الغرف‬
‫غرف ممنوع فيها التدخني‬
‫خدمة الغرف‬
‫وجود مركز للياقة البدنية‬
‫وجود م�صبغة‬
‫وجود م�سبح خارجي‬
‫وجود حمام بخاري‬
‫وجود مالعب تن�س �أر�ضي‬
‫توفرمرافق للمعاقني‬
Air Conditioned Rooms
Airport transfer
‫توفر مرافق للإحتفاالت و امل�ؤمترات‬
Banquet and conference
facilities
46
Bar
Fitness Facilities
Tennis
Hairdresser/Beauty-Salon
Hairdryer in all rooms
In house safe
Indoor swimming pool
In room coffee/Tea service
Laundry
Handicapped facilities
Lift
Mini bar
Internet
Newspaper
No smoking rooms
Outdoor swimming pool
Parking facilities
Pay TV
Porterage service
Restaurant
Room service
Sauna
Tourism Establishments Inspectors Certificate
Ministry of Tourism and Antiquities
This certifies that
CERTIFICATE OF APPROVED INSPECTOR
Name last name
Has been granted this certificate following successful completion of training program
and examination requirement of the
“Approved Tourism Establishment Inspection Course”
July 27, 09
Signature of
Minister of Tourism and Antiquities
Certificate Number: 123456
Expiration Date: July 26, 10
47
Hotel Apartment grade sign
48
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