(New) National Accomodation Standard for Hotels

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TABLE OF CONTENTS

PageBOOK ONE - GENERAL PROVISIONS RuleI. DefinitionandBasicGuidelines Section 1. Title .......................................................................................... 1 Section2.DefinitionofTerms ................................................................... 1

BOOK TWO - STAR GRADING SYSTEM RuleII.StarGradingSystemforHotels,ResortsandApartmentHotels Section1.FiveStarGradingSystem ....................................................... 3

BOOKTHREE–ACCREDITATIONSTANDARDS Rule III. AccreditationStandardsforHotels Dimension1. ARRIVAL/DEPARTURER 1.1 Building–Appearance ...................................................... 5 1.2 Building-DesignandConstructionQuality ....................... 5 1.3 Building–Condition(wearandtear) ................................. 5 1.4 Entrance/Exit&Parking .................................................. 6 1.5 Security ............................................................................. 6 1.6 Reception–ServiceHours................................................ 7 1.7 Reception–Size ............................................................... 7 1.8 Reception–SeatingArea.................................................. 7 1.9 Check-inProcess .............................................................. 8 1.10 LuggageServices.............................................................. 8 1.11 PorterServices .................................................................. 8 1.12 ReceptionStaff–Appearance ........................................... 8 1.13 Reception–ServiceQuality .............................................. 9 1.14 ReceptionServices–Check-out ....................................... 9 1.15 OtherArrival/DepartureAspects ...................................... 10

Dimension2: PUBLICAREAS 2.1 PublicAreas-Decoration-DesignandQuality ................ 10 2.2 PublicAreas–Decoration-Condition andMaintenance .................................................... 11 2.3 PublicAreas-Furniture–Quality...................................... 11 2.4 PublicAreas-Furniture–Condition.................................. 12 2.5 PublicWashroom–Quality ............................................... 12 2.6 PublicWashroom–ConditionandCleanliness ................ 13 2.7 PublicAreas-RoomClimate ............................................ 13 2.8 PublicAreas–TemperatureControl–Quality .................. 13 2.9 PublicAreas–TemperatureControl–Conditionand Maintenance ........................................................... 14 2.10 PublicAreas–Lighting–Quality....................................... 14

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2.11PublicAreas–Lighting–Condition................................... 15 2.12 PublicAreas–Lighting–EnvironmentalProtection......... 15 2.13PublicAreas–Cleanliness ................................................ 15 Dimension3:BEDROOM 3.1 RoomSize ......................................................................... 16 3.2 SuitesAvailability .............................................................. 16 3.3 RoomsforPersonswithDisabilities(PWD)–Availability . 17 3.4 Bedroom–SpaceandComfort ......................................... 17 3.5 Bedroom–SoundProofing ............................................... 17 3.6. Bedroom–NoiseLevels ................................................... 18 3.7 Bedroom–BedMattress–Quality ................................... 18 3.8 Bedroom–BedMattress–Condition ............................... 19 3.9 Bedroom–Bedding&LinenQuality ................................ 19 3.10Bedroom–Bedding&LinenCondition ............................. 20 3.11Bedroom–Pillows–Quality/Condition ............................. 20 3.12Bedroom–Lighting–Quality ............................................ 20 3.13Bedroom–Lighting–Condition ........................................ 21 3.14Bedroom–Lighting–EnvironmentalProtection ............... 21 3.15BedroomCurtains–Quality .............................................. 22 3.16BedroomCurtains–Condition .......................................... 22 3.17Bedroom–FloorCoverings–Quality ............................... 23 3.18Bedroom–FloorCoverings–Condition ........................... 23 3.19Bedroom–TemperatureControl–Quality ........................ 23 3.20 Bedroom–TemperatureControl–Conditionand Maintenance ........................................................... 24 3.21 Bedroom–Furniture–Quality .......................................... 24 3.22Bedroom–Furniture–Condition ...................................... 25 3.23Bedroom–AccessoriesandAmenitiesavailable .............. 25 3.24Bedroom–Cleanliness ..................................................... 29

Dimension4:BATHROOM 4.1 Bathroom–MinimumRequirements ............................... 30 4.2 Bathroom–Shower/BathQuality .................................... 30 4.3 Bathroom–Shower/BathCondition/Maintenance .......... 30 4.4 Bathroom–BasinQuality................................................ 31 4.5 Bathroom–Basin–Condition/Maintenance ................... 31 4.6 Bathroom–Toilet–Quality ............................................. 32 4.7 Bathroom–Toilet–Condition/Maintenance .................... 32 4.8 Bathroom–Decoration–Quality .................................... 33 4.9 Bathroom–Decoration–Condition/Maintenance........... 33 4.10Bathroom–Towels–QualityandCleanliness ................ 33 4.11Bathroom–SpaceandComfort ...................................... 34 4.12Bathroom–OverallCleanliness ...................................... 34 4.13Toiletries–Availability ..................................................... 35

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4.14Bathroom–Amenities–Availability ................................ 35 4.15Bathroom–EnvironmentalProtection............................. 36

Dimension5:FOODANDBEVERAGE 5.1FoodandBeverage-AvailabilityofRestaurants ............... 36 5.2FoodandBeverage–Optionsavailable ........................... 37 5.3FoodandBeverage–ServiceQuality............................... 37 5.4Restaurant–DecorationandFurniture–Quality .............. 37 5.5Restaurant–Decoration&Furniture–Condition ............. 38 5.6Restaurant–Crockery,Cutlery,Glassware–Quality ....... 38 5.7 Restaurant–Crockery,Cutlery,Glassware– Cleanliness ........................................................... 39 5.8 Restaurant–SpaceandComfort ...................................... 39 5.9 Kitchen–QualityofAppliances ......................................... 40 5.10Kitchen-Cleanliness......................................................... 40 Dimension6:AMENITIESANDSERVICES 6.1 Amenities–GuestServices .............................................. 41 6.2 Amenities–WellnessServices ......................................... 41 6.3 Amenities–GeneralServices ........................................... 42 6.4 Amenities–Conference/FunctionVenue .......................... 42

Dimension7:BUSINESSPRACTICES 7.1BusinessProcesses .......................................................... 43 7.2Barrier-freeFacilitiesforPersonswith Disabilities(PWD) ................................................. 44

BOOKFOUR–APPLICATIONFORACCREDITATION RuleIV.AccreditationProcess Section1.FilingofApplication ................................................................. 47 Section2.DocumentaryRequirements.................................................... 47 Section3.Inspection ................................................................................ 47 Section4.ValidityofAccreditation ........................................................... 47 Section5.ScheduleofFees ................................................................... 47

BOOKFIVE–CANCELLATIONAND/ORDOWNGRADINGOFACCREDITATION RuleV.Cancellationand/orDowngradingofAccreditation Section1. GroundsforCancellation ..................................................... 47 Section2. ProcedureforCancellationand/or DowngradingofAccreditation ........................................ 48

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BOOKSIX–SUPERVISIONOFACCREDITEDESTABLISHMENTS RuleVI.SupervisionofAccreditedEstablishments Section1.DisplayofDOTAccreditationSeal ...................................... 48 Section2.Non-TransferabilityofDOTAccreditationSeal..................... 48 Section3. PeriodicInspection ............................................................... 48 Section4. DefectsandDeficienciesFoundDuringtheInspection ....... 48 Section5. PenaltyforFailuretoRemedytheDefects,etc.................... 48 Section6. Advertisements .................................................................... 48

BOOKSEVEN–OTHERPROVISIONS RuleVII.MiscellaneousandTransitoryProvisions Section1.ConfidentialCharacterofCertainData ................................ 49 Section2. Circulars ............................................................................... 49 Section3. SeparabilityClause .............................................................. 49 Section4. RepealingClause ................................................................. 49 Section5. Effectivity .............................................................................. 49

ACCOMMODATION ENTERPRISE SELF-ASSESSMENT FORM

Name of Enterprise:

Address:

General Manager:

Contact Details:

Telephone Number:

Website Address:

E-mail Address:

DIMENSIONS MY SCORE

1. Arrival and Departure

2. Public Areas

3. Bedrooms

4. Bathrooms

5. Food and Beverage

6. Lounge Area *

7. Kitchen Area *

8. Amenities

9. Business practices

TOTAL SCORE

* Applicable to Apartment Hotels only

NOTE: YOUR SELF-ASSESSMENT RATING IS NOT YET FINAL.

A third party auditor hired by the DOT shall conduct an actual assessment of your

enterprise to determine your property’s classification.

COMMENTS: ___________________________________________________________________

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EXPLANATORY NOTES

INTRODUCING THE FIVE STAR GRADING SYSTEM

FOR ACCOMMODATION ENTERPRISES

There are five levels of accommodation standards ranging from one to five

stars applicable to hotels, resorts and apartment hotels. To obtain higher stars,

progressively higher service and facility quality, facility condition and improved

business practices like environmental management, which are determined by a

points system should be provided across all areas.

A total of 1000 points have been set as the maximum number of points that can be

achieved by Hotels, Resorts, and Apartment Hotels.

Star Grading Total Score (Hotel, Resort, Apartel)

1 star 251 – 400 points





The criteria are divided into seven (7) dimensions that are common to the above- mentioned categories except for the lounge area and the kitchen area which are applicable only to apartment hotels. The percentage that these dimensions contribute to the total score is shown in the table below:

Business Area Hotel Resort Apartel

Arrival & Departure 10% 10% 8%

Public Areas 10% 10% 7%

Bedrooms 30% 30% 30%

Bathrooms 15% 15% 15%

Food & Beverage 15% 15% n/a

Lounge Area * n/a n/a 15%

Kitchen Area * n/a n/a 10%

Amenities 10% 10% 5%

Business Practices 10% 10% 10%

Total 100% 100% 100%

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Each dimension consists of a number of indicators which describe either the existence or availability, quality and condition of the facility as well as the service. Every indicator is allotted points. A maximum of 177 indicators are evaluated. Quality judgment is used to determine whether a facility or service is either Unacceptable, Acceptable, Good, Very Good, Excellent or Outstanding.

Mandatory and minimum requirements have also been established both for entry into the grading scheme and at the different star levels.

Mandatory requirements, marked M shall refer to those requirements that are prescribed by existing laws, without which, no accreditation shall be issued to the enterprise until such time that it rectifies said deficiencies.

On the other hand, minimum requirements, marked 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 classification, regardless of the total points accumulated.

The reference number

A mandatory item in this case for 1-5 stars These items

link together

A description of the criteria

The number of points allocated to this criteria

M shows a Mandatory requirement, in this case for all stars and has no points

m shows a Minimum requirement, in this case for 4 and 5 stars

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DOTMEMORANDUMCIRCULARNO.2012-02

RULESANDREGULATIONSTOGOVERNTHEACCREDITATIONOFACCOMMODATIONESTABLISHMENTS–HOTELS,RESORTSAND

APARTMENTHOTELS

PURSUANTTOTHEAUTHORITyVESTEDINTHEDEPARTMENTOFTOURISM(DOT)ByREPUBLICACTNO.9593OTHERWISEKNOWNASTHETOURISMACTOF2009DATEDMAy12,2009,ONTHEMANDATORyACCREDITATIONOF PRIMARy TOURISM ENTERPRISES, THE NATIONAL TOURISMSTANDARDS FORTHEACCOMMODATIONSECTOR –HOTELS, RESORTSANDAPARTMENTHOTELSAREHEREByPROMULGATEDTO IMPLEMENTTHEINTENTANDPURPOSEOFTHESAIDREPUBLICACT.

BOOK ONEGENERAL PROVISIONS

Rule I.DefinitionandBasicGuidelines

Section1.Title.TheseRulesshallbereferredtoas “RULESANDREGULATIONSTOGOVERNTHEACCREDITATIONOFACCOMMODATIONESTABLISHMENTS–HOTELS,RESORTSANDAPARTMENTHOTELS.”

Section2.DefinitionofTerms.WhenusedintheseRules,thefollowingtermsshall,unlessthecontextotherwiseindicates,havethefollowingmeaning:

a. “Accreditation”shallrefertoacertificationissuedbytheDepartmenttoatourismenterprisethatofficiallyrecognizesitashavingcompliedwiththeminimumstandardsfortheoperationoftourismfacilitiesandservices.

b. “Act”shallrefertoRepublicActNo.9593,otherwiseknownasthe“TourismActof2009”.

c. “ApartmentHotel”shallrefertoservicedapartmentsofferingself-containedunits that contain access to kitchen and laundry facilities.A number ofbedroomsmayshareonebathroomintheunit.

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d. “DepartmentorDOT”shall refer to theDepartmentofTourismcreatedpursuanttoPresidentialDecreeNo.189(1973),asamended.

e. “Hotel”shallrefertofullserviceaccommodationwithreceptionandguestroomsgenerallyofferingprivatefacilitieswithanonsiterestaurant,roomandbarservicesavailable.Additionalfacilitiessuchasbusinesscentresandconferenceroomsareexpected.

f. “MandatoryRequirements(M)”shallrefertothoserequirementswithoutwhichanenterpriseshallnotbeaccredited.

g. “MinimumRequirements(m)”shallrefertothoserequirementswhichareminimumtoacertainclassification,withoutwhichtheestablishmentwillnotbeawardedsuchclassificationbutinsteadbedowngradedtoalowerone,regardlessofthetotalpointsaccumulated.

h. “OTSR”shallrefertotheOfficeofTourismStandardsandRegulationoftheDepartment.

i. “Primary Tourism Enterprises” refers to travel and tour services; land,seaandairtransportservicesexclusivelyfortouristuse;accommodationestablishments; convention and exhibition organizers; tourism estatemanagementservices;andsuchotherenterprisesasmaybeidentifiedbytheSecretary,afterdueconsultationwithconcernedsectors.

j. “QualityGradings” shallrefertosuchtermsasunacceptable,adequate,good, very good, excellent and outstanding are used to signify theascendinglevelsofquality.

k. “Resort” shall refer to full service accommodation located in a morenatural, relaxedenvironment,with receptionandguest roomsgenerallyofferingprivatefacilitieswithanonsiterestaurant,roomandbarserviceavailable.Additionalrecreationfacilitiesandtourservicesareexpected.

l. “Rules” shall refer to these Rules and Regulations implementing theAccreditationofAccommodationEstablishmentswithoutprejudicetotheImplementingRulesandRegulationsoftheTourismActof2009.

m. “Standards”shallrefertoasetofwrittenfunctional,aestheticandtechnicalrequirements intheformofspecificationsorguidelinestoensurethataproductandservicecomplieswiththeRulesandRegulationssetforthbytheDepartment.

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n. “TourismEnterprises”referstofacilities,servicesandattractionsinvolvedin tourism, such as, but not limited to: travel and tour services; touristtransportservices,whetherforland,seaorairtransportation;tourguides;adventure sports services involving such sports as mountaineering,spelunking,scubadiving,andothersportsactivitiesofsignificanttourismpotential; convention organizers; accommodation establishments,including,butnotlimitedto,hotels,resorts,apartelles,touristinns,motels,pensionhouses,andhomestayoperators; tourismestatemanagementservices,restaurants,shopsanddepartmentstores,sportsandrecreationalcenters,spas,museumsandgalleries,themeparks,conventioncentersandzoos.

BOOK TWOSTAR GRADING SYSTEM

Rule II.StarGradingSystemforHotels,ResortsandApartmentHotels

Section1.FiveStarGradingSystem.Therearefive(5)levelsofaccommodationstandardsrangingfromonetofivestars.ThestarbandsforHotels,ResortsandApartmentHotelsareasfollows:

a. OneStar: 25-40% achievement (251 to 400 points) – These enterprisesappealtobudgetmindedtravellers.Thereisalimitedrangeoffacilitiesandservices.

b. Two Star: 40-55% achievement (401 to 550 points) - These enterprisesappealtothetouristsseekingmorethanbasicaccommodation.Theyofferexpandedfacilitiesandhigherlevelofcomfort.

c. ThreeStar:55–70%achievement(551to700points)–Theseenterprisesofferaverygoodlevelofaccommodation.Therearemorespaciouspublicareas,higherqualityfacilitiesandagreaterrangeofservices.

d. Four Star: 70–85% achievement (701 to 850 points) - These propertiesareupscale inallareas.Accommodation is refinedandstylish.Service isresponsive,oftenincludinganextensivearrayoffacilities.

e. FiveStar:85-100%achievement(851to1,000points)-Thesepropertiesreflect the characteristics of luxury and sophistication. The facilities areworldclassineverymannerandthemeticulousserviceexceedsallguestexpectations.

BOOKTHREE

ACCREDITATION STANDARDS

Rule III.

AccreditationStandardsforHotels

No. Ratings Criteria / Indicators Points My Score

Dimension 1: ARRIVAL/DEPARTURE1.1 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

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

0

AcceptableBasic 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 GoodStrong 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

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

10

5 1.3 Building - Condition (wear and tear)

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

0

5


6

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

0 M M M M M

9Minimum 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

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

3

13 Monitoring of CCTV 24 hours. 5


7

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

OutstandingLuxurious 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

AcceptableNo 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


8

ExcellentSeating 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

UnacceptableLengthy 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

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

4

Very goodBasic 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

OutstandingPre 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


9

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

AcceptableStaff 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

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

8

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

10

221.14 Reception Services – Check-out

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

0


10

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

1

GoodBasic 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

ExcellentExpress 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 Minimum 1-5 Guests must be provided with Official Receipt on departure.

0 M M M M M

Account reviewed and then presented in an envelope.

1

24A wide range of payment options are available including at least 3 different types of credit cards.

3

25 Offer to arrange transfer services. 5

Dimension 2: PUBLIC AREAS

262.1 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


11

Excellent Excellent standard of coordinated décor throughout all public spaces.

8

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

10

272.2 Public Areas – Decoration - Condition and Maintenance

UnacceptableVery old, faded, damaged wall coverings, peeling, grubby marks, evidence of neglect.

0

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

2

GoodSome 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

282.3 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

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

4

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

6

ExcellentExcellent furniture quality, great degree of comfort, attractive and highly-coordinated.

8


12

OutstandingHighest quality furniture in outstanding condition, or antique furniture of highest quality.

10

292.4 Public Areas - Furniture – Condition

UnacceptableScratched 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 GoodVery 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

OutstandingFurniture 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


13

312.6 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, aging tap ware, but signs of regular cleaning.

2

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

3

ExcellentMinor 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

332.8 Public Areas - Temperature Control – Quality

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

0

AcceptableMinimum 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 GoodThermostatically controlled system that maintains a very good level of comfort in most areas.

6


14

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

8

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

10

342.9 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

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

8

OutstandingAll units in excellent condition, no leaks, no rust, quiet operation in as new condition.

10

35 2.10 Public Areas - Lighting – Quality

UnacceptableLow quality lighting, bare bulbs with no shades, dim, gloomy effect, with some dark spaces.

0

AcceptableEnough lighting for practical use, sparse, but with an even distribution of light.

1

Good Good level of illumination throughout all public areas. 2

Very GoodVery 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


15

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

362.11 Public Areas - Lighting – Condition

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

0

Acceptable Acceptable condition of lamps, aging is evident.

1

GoodGood 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

ExcellentExcellent 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


16

GoodEfficient 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 Master’s 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


17

433.3 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

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

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 GoodBedrooms 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

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

4

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

6

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

8


18

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

10

46 3.6 Bedroom – Noise Levels

UnacceptableSignificant 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

GoodExternal 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

473.7 Bedroom – Bed Mattress – Quality

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

0

AcceptableFoam mattress, chip board base or similar, shallow innerspring or mattress greater than 4 inches.

2

GoodHigh 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

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

8


19

Outstanding

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

10

483.8 Bedroom – Bed Mattress – Condition

UnacceptableRipped or badly stained mattress, springs coming through, uncomfortable and lumpy.

0

AcceptableSmall 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

493.9 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 GoodMedium 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

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

10


20

503.10 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

513.11 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


21

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 GoodRoom has very good lighting, multiple switches and very good quality fittings, two bedside lamps.

6

ExcellentDesigner 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

533.13 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 GoodVery good condition of fittings, coordinated approach to lighting. No repair work needed around fittings.

6

ExcellentFittings 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

543.14 Bedroom - Lighting – Environmental Protection

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

3


22

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

OutstandingOutstanding 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

AcceptableCurtains/shades just cover windows; a number of minor stains/marks are evident.

2

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

4

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


23

573.17 Bedroom - Floor Coverings – Quality

UnacceptableFloor 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

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

10

583.18 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

GoodFloor 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

593.19 Bedroom - Temperature Control - Quality


24

Unacceptable Ineffective cooling system. 0

AcceptableWindow –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

ExcellentPersonal control of air temperature, windows well insulated, excellent air flow.

8

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

10

603.20 Bedroom - Temperature Control - Condition & Maintenance

UnacceptableBroken windows, cracked glass, draughty, fan air conditioning not working.

0

Acceptable Window opens and closes easily, fan in acceptable condition.

2

Good Good cooling system, air conditioning unit older but operates effectively.

4

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

6

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

8

OutstandingNo intrusive noise from unit, very quiet operation with remote control (50db and lower), in as new condition.

10

61 3.21 Bedroom – Furniture - Quality

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

0


25

Acceptable

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

2

GoodTwo 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

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

10

623.22 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


26

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

2

66Small mirror – at least 600mm by 300mm 24 inches by 12 inches.

1

Medium mirror – at least 800mm by 400mm 31 inches by 16 inches.

2

Big mirror – at least 47 inches by 24 inches.

3

Full length mirror – at least 70 inches by 24 inches.

4

67 Additional second mirror. 1

68Coat hangers – 3 per person minimum – wire.

1

Coat hangers – 3 per person minimum – plastic.

2

Coat hangers – 3 per person minimum – wooden.

3

69 Open shelve wardrobe (no doors). 1

Small size wardrobe 24 inches minimum width.

2

Adequate size wardrobe 35 inches minimum width.

3

Standard size wardrobe 47 inches minimum width.

4

Spacious wardrobe 59 inches minimum width.

5


27

70 Drawers or enclosed shelf space. 1

71 Portable luggage rack. 1

Defined luggage rack – permanent. 2

72 Central safe at reception only. 1

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

2

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

4

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

2 m m m

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

3 m m


28

79 Refrigerator, clean and in working condition

2

Refrigerator with serviced mini bar. 5

80TV 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

81Multichannel options with Philippine travel channels.

1

82Multichannel options with at least 3 international news channels.

1

83DVD player / Home theatre / Pay Movie channels.

1

84 On screen property information. 1

85 On screen messaging and accounts. 1

86In room internet connections (WLAN or wired).

2

Free In room internet connections (WLAN or wired).

3

87Flashlight or illuminated light switches in room.

1


29

88Laundry bag in room and service available.

1

Express laundry service available (24 hour return service).

2

89 Ironing service available. 1

Iron and board in room available. 2

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

92Mattresses are labelled and periodically turned.

2

93 UnacceptableHeavy dust on surfaces, paper and other dirt are not picked up, unpleasant smells

0

Acceptable Surfaces are basically clean. 3

Good Efficient vacuuming, good condition overall.

6

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

9

Excellent Overall very satisfactory cleaning, excellent attention to detail.

12

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

15


30

Dimension 4: BATHROOM4.1 Bathroom – Minimum Requirements

94 Minimum 1-5Baths 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

964.2 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 ware.

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

OutstandingFrameless shower screen, designer shower enclosure, highest quality bath if provided, luxurious quality finishings.

10

974.3 Bathroom – Shower/Bath – Condition / Maintenance

UnacceptableBath 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


31

Very GoodVery 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

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

4

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

6

ExcellentExcellent quality, generous space for all personal toiletries, quality brand tap ware.

8

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

10

994.5 Bathroom - Basin – Condition / Maintenance

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

0

Acceptable Older condition, but clean and usable. 2

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


32

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

1014.7 Bathroom – Toilet – Condition / Maintenance

UnacceptableLeaks 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


33

1024.8 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

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

10

1034.9 Bathroom – Decoration - Condition / Maintenance

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

0

AcceptableAcceptable 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 GoodVery 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

1044.10 Bathroom- Towels – Quality and Cleanliness


34

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 GoodVery 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

1054.11 Bathroom – Space and Comfort

Unacceptable Space is too small for comfort. 0

Acceptable Space is limited but usable. 2

GoodGood 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

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

8

Outstanding Generous and outstanding space, the best available.

10

1064.12 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


35

Acceptable Surfaces in acceptable condition. 4

Good Efficient cleaning; surfaces show cleaning practices.

8

Very Good Very satisfactory cleaning process, fresh smell.

12

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

16

OutstandingAs 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 GoodStrong 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


36

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 EnvironmentalTowel 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 1-5 Breakfast room available. 0 M M M 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


37

1235.2 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

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

8

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

12

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

16

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

20

1245.3 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

AcceptableFriendly, 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 GoodVery 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

1255.4 Restaurant - Decoration & Furniture - Quality


38

UnacceptableTables and chairs are insufficient for the number of guests, uncomfortable seating.

0

AcceptableTables and chairs are mismatched but functional, vinyl seating with minimal comfort, plastic chairs.

2

GoodGood 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

ExcellentExcellent 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

1265.5 Restaurant - Decoration & Furniture – Condition

UnacceptableVery 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 GoodVery 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

1275.6 Restaurant – Crockery, Cutlery, Glassware - Quality

Unacceptable Incomplete table settings. 0


39

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

ExcellentExcellent 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

1285.7 Restaurant – Crockery, Cutlery, Glassware - Cleanliness

Unacceptable Dirty chipped glassware, stained crockery.

0

AcceptableCrockery 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

OutstandingOutstanding in as new condition for all crockery and glassware, polished cutlery.

10

1295.8 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


40

GoodA 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

OutstandingOutstanding 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.

0 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 GoodObvious design features designed to ensure efficiency. Very good standard of appliances.

6

ExcellentExcellent 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

UnacceptableDirty dishes and cooking utensils, poor food handling and food storage processes.

0

AcceptableClean, 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


41

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

16

OutstandingSpotless kitchen environment. As new appliances in appearance and cleanliness.

20

Dimension 6: AMENITIES AND SERVICES

6.1 Amenities - Guest Services

133Free Internet connection available in public areas for guests.

3

134Housekeeping 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

136Fitness 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 lifeguard on duty. 2

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

5


42

140Sports 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

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

5

147First Aid facility with trained staff on site.

5

6.4 Amenities – Conference / Function Venue

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

4

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

8


12


16

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

20

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

4

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

4


43

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

4

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

4

153Conference equipment – comfortable and ergonomic conference chairs and tables.

4

Note: Decoration, furniture, temperature control, lighting and cleanliness included in public areas.

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

0 M M M M M

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

5

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

5

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

5

159Vermin/Pest control in place to identify and eliminate pests such as rodents, bed bugs, cockroaches, flies, etc.

5

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

5

161 EnvironmentalEnvironmental management system in place to reduce waste with waste reduction targets.

5

162 EnvironmentalEnvironmental systems in place to reduce water with water reduction targets.

5


44

163 EnvironmentalEnvironmental systems in place to reduce energy with energy reduction targets.

5

164 SocialTraining programme in place for staff (minimum of 3 days per staff member/year).

5

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

5

166 SocialProcurement 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

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

5

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

5

170Guest 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

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

2


45

175

PWD Bed rooms shall have the following:

• Levertypedoorhandles.• Dualheightpeepholeswiththe

lower one at 39 inches from the floor.

• Lightswitchesatmaximum47inches from the floor.

• Electricaloutletsataminimumof18 inches from the floor.

• Bedheightatmaximumof20inches

• Easy-to-openpreferablyslidingcloset doors.

• Dualheighthangerrackswiththelower rack at 55 inches from the floor.

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PWD Bathrooms shall have the following:

• Toiletflooringofnon-slipperysurface materials even when wet.

• Toiletbowlsshouldbepositionedwhere a vertical or climbing bar shall be positioned on the wall at 12 inches from the front tip of the toilet bowl to offer support when users pull or elevate themselves to a standing position.

• Grabbarsshouldbeplacedonboth sides at 28-30 inches from the floor for the safety and effective utility, the distance between the bars not exceeding 30 inches.

• Toiletbowlsshouldbeelevatedtoa range of 18-20 inches from the floor.

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At least one Elevator with PWD-friendly features:

• Canaccommodateaminimumoftwo (2) wheelchairs.

• Theexteriorandinteriorbuttonpanels shall not exceed 47 inches from the floor.

• ThepanelbuttonsshallfeatureBraille signs or otherwise embossed with familiar signs for those not educated in Braille.

• Speakersystemshallalsobeinplace to inform the blind to what floor the elevator is already at.

• Equippedwithhandrailsplacedinboth sides at 28-30 inches from the floor.

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BOOKFOUR

APPLICATION FOR ACCREDITATION

Rule IV.

AccreditationProcess

Section1.FilingofApplication.Anyperson,partnership,corporationorotherentitydesiringtooperateaprimarytourismenterpriseasdefinedhereinshallsecureanaccreditationfromtheDepartment.Applicationforaccreditationshallbeaccomplishedonline.

Section2.DocumentaryRequirements.TheDepartmentshallissueaListofDocumentaryRequirementstobecompliedwithbyapplicantsaspartoftheaccreditationprocess.

Section3. Inspection.An Inspection teamshallconductanauditof theestablishment todetermine its classification.An oversight committee from the Department shall conductperiodicinspectionoftheclassifiedestablishment.

Section4.ValidityofAccreditation.TheCertificateofAccreditationshallbevalidforaperiodoftwo(2)years,unlesssoonerrevokedbytheDepartment.

Section5.ScheduleofFees.TheDepartmentshallissueascheduleofaccreditationfeestobeimplementedbytheseRules.

BOOK FIVE

CANCELLATIONAND/ORDOWNGRADINGOFACCREDITATION

Rule V.

Cancellationand/orDowngradingofAccreditation

Section1.GroundsforCancellation.Anyofthefollowingacts,omissionsshallbesufficientgroundsforthecancellationofaccreditation:

a. Makinganyfalsedeclarationorstatementormakinguseofanysuchdeclarationorstatementoranydocumentcontainingthesameorcommittingfraudoranyactofmisrepresentationforthepurposeofobtainingtheissuanceofaccreditation;

b. Failure to comply with or contravene any of the conditions set forth in thecertificateofaccreditation;

c. Failure to meet the standards and requirements for the operation of theestablishmentasprescribedintheseRulesandRegulations;

d. Allowingorpermittingtheestablishmentoritsfacilitiestobeusedforprostitutionparticularlythoseinvolvingchildrenoranyillegal,immoralorillicitactivities;and

e. Violation of or non-compliance with any of the provisions of these Rules,promulgatedorders,decisionsandcircularsissuedbytheDepartmentandotherconcernedgovernmentagencies.

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Section 2. Procedure for Cancellation and/or Downgrading of Accreditation. AssessorsshallsubmitareportwithrecommendationsbasedontheinspectionfindingstotheOfficeofTourismStandardsandRegulation(OTSR).TheOTSRshall thensenda letter to theconcernedenterprise regarding itsdeficiencies, specifyingagraceperiodofaminimumof3monthswithinwhichtorectifysuchfindings.Non-compliancewithintheallottedgraceperiodmayresultinthecancellationand/ordowngradingofaccreditationoftheconcernedenterprise. The Department shall likewise inform the concerned local government unitregardingtheaccreditationstatusoftheenterprise.

BOOK SIX

SUPERVISIONOFACCREDITEDESTABLISHMENTS

Rule VI.

SupervisionofAccreditedEstablishments

Section1.DisplayofDOTAccreditationSeal.ThevalidDOTaccreditationsealshallbedisplayedinaconspicuousplaceoftheestablishment.

Section2.Non-TransferabilityofDOTAccreditationSeal.Therightsandprivilegesovertheaccreditationshallbenon-transferable.

Section 3. Periodic Inspection. The Department may send an inspection team to theestablishment for thepurposeoffindingoutwhether it isbeingkeptand/ormanaged inamannerconformable to thestandardssetby theDepartment. The inspectionshallbeconductedatareasonabletimeofthedaywithdueregardandrespectaccordedtotherighttoprivacyofpartiesconcerned.

Section4.DefectsandDeficienciesFoundDuring the Inspection.Wherecertaindefectsanddeficiencieshavebeenfound in thecourseof inspection, theDepartmentshallgivedirectiontothekeeper,manageroroperatortorectifythedefectsordeficiencieswithinareasonableperiodoftime.

Section5.PenaltyforFailuretoRemedytheDefects,etc.Ifthemanagementfailstoremedythedefectsordeficiencies,theDepartmentmaywithdrawthecertificateofaccreditationoftheestablishment.

Section6.Advertisements.AllDOTaccreditedhotels,resortsandapartmenthotelswhichshalladvertiseitsbusinessorservicesthroughprintmediamustspecifyintheadvertisementitemitselftheDOTaccreditationnumber.

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BOOK SEVEN

OTHERPROVISIONS

Rule VII.

MiscellaneousandTransitoryProvisions

Section1.ConfidentialCharacterofCertainData.InformationanddocumentsreceivedorfiledwiththeDepartmentinpursuanceoftherequirementsoftheseRulesshallbetreatedasconfidentialandshallnotbedivulgedtoanyprivatepartywithouttheconsentofthepartyconcerned.

Section2.Circulars.TheDepartmentshall fromtimeto time, issuerelevantmemorandaandcircularsforproperimplementationoftheprovisionsoftheseRules.

Section3.SeparabilityClause.TheprovisionsoftheseRulesareherebydeclaredseparable,andintheeventthatanyoneormoreofsuchprovisionsaredeclaredinvalid,thevalidityofallotherprovisionsshallnotbeaffectedthereby.

Section 4.RepealingClause.All existingRules andRegulations orCirculars issued bytheDepartmentofTourismwhichareinconsistentwiththeprovisionsoftheseRules,areherebyrepealedand/ormodifiedaccordingly.

Section5.Effectivity.TheseRulesandRegulationsshalltakeeffectimmediately.

APPROVED AND PROMULGATED THIS 2nd DAy OF May 2012, MANILA,PHILIPPINES.

(SGD.)RAMONR.JIMENEZ,JR. Secretary

ATTESTED:

(SGD.) ATTY. MA. VICTORIA V. JASMINUndersecretary

(New) National Accomodation Standard for Hotels

Documents

Transcript of (New) National Accomodation Standard for Hotels