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OUTLINE
Star Rating System
Background on Philippine Accommodation Standards Development
The National Accommodation Standards for Hotels, Resort and Apartment Hotel
Star Rating Implementation & Preliminary Results
A STAR RATING SYSTEM
Provides an indicator to both consumers & providers on the standards / requirements to be found in an individual establishment (accommodation sector)
Provides confidence to the visitor market
Improves visitor satisfaction
Creates improvement cycles as it guides owners/managers on where to upgrade their facilities
THE WORLD UNDERSTANDS STARS
Over 90 countries use some form of Hotel classification and grading
Star Grading is the most popular format – 1 to 5 stars
New Zealand Qualmark,
Australia Quality Tick, FailteIreland, Visit Scotland, EU Hotel Union Stars
STAR GRADING STANDARDSNo “global” standards – each
region has specific requirementsTo succeed: Assessments must be
consistent, transparent, measure all relevant aspects, be financially sustainable
Industry must understand and accept the grading results
Visitors must also understand and rely on the grading results
Quality constantly changes…a race with no finish line
BENEFITS OF STANDARDS / STAR RATING
Provides an objective and reliable means of choosing accommodations
Allows the traveling and vacationing public to plan trips based on specific facilities and services
Establishes consistent standards, removing fear of unknown
Informs visitors of the diverse range of accommodations available
Traveling and Vacationing Public
BENEFITS OF STANDARDS / STAR RATING
Tourism Industry / Government
Increases minimum standards of accommodations
Improves marketability of properties
Helps to identify industry strengths and weaknesses
Informs visitors of the diverse range of accommodations available
PHILIPPINES –
WHERE ARE WE COMING FROM?
Rules & Regulations to Govern the Accreditation of Hotels… 1991
Hotel classifications were –Economy/ Standard/ First class/ Deluxe
Resort classifications were – “A” “AA” “AAA”
Tourism Act 2009 (RA 9593) requires new accreditation system
a certification issued by the Department to a
tourism enterprise that officially recognizes it as
having complied with the minimum standards for
the operation of tourism facilities and services.
--Implementing Rules and Regulations of RA 9593
BACKGROUND ON
STANDARDS DEVELOPMENT
PROJECT TIMEFRAME
2010 2011Oasis Hotel,
San Fernando City, La Union
Diamond Hotel Philippines, NCR
Grand Regal Hotel,
Davao City
Hotel St. Ellis,
Legaspi City
Raddisson BluHotel, Cebu
City
Asturias Hotel,Puerto Princesa,
Palawan
Paradise Garden Resort, Boracay
Island
Holiday Inn Clark,
Pampanga
MOU with GIZ • Comparative Study of National Tourism Standards and Certification Systems• Industry Consultation-Workshops• Hiring of Expert (Geoff Penrose, Former Executive Director, Qualmark, New Zealand)• Focus Group Discussions with Industry Associations• Online Review on the draft Standards
March – July 2011 - PUBLIC CONSULTATIONS
PROJECT TIMEFRAME
2012
June 2012 - Publication of the National Accommodation Standards for Hotels, Resorts and Apartment Hotels (Official Gazette, National Dailies)
PROJECT TIMEFRAME
2012 2013
October 2012 - June 2013 - Series of Orientation Briefings were made following the Publication
The National Accommodation
Standards for Hotels, Resorts
and Apartment Hotels
OVERVIEW OF STAR GRADING SCHEMEC
ateg
ori
es
• Hotels
• Resorts
• Apartment Hotels
Dim
ensi
on
s • Arrival/ departure
• Public areas
• Bedroom
• Bathroom
• Food & beverage (Lounge/Kitchen)
• Amenities & services
• Business practices
Star
s • 5 Star
• 4 star
• 3 star
• 2 star
• 1 star
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.
FIVE STAR GRADING SYSTEM
: 25-40% achievement (251 to 400 points) – These enterprises appeal tobudget minded travellers. There is a limited range of facilities and services.
: 40-55% achievement (401 to 550 points) - These enterprisesappeal to the tourists seeking more than basic accommodation. They offerexpanded facilities and higher level of comfort.
: 55–70% achievement (551 to 700 points) – These enterprisesoffer a very good level of accommodation. There are more spacious publicareas, higher quality facilities and a greater range of services.
: 70–85% achievement (701 to 850 points) - These propertiesare upscale in all areas. Accommodation is refined and stylish. Service isresponsive, often including an extensive array of facilities.
: 85-100% achievement (851 to 1,000 points) - Theseproperties reflect the characteristics of luxury and sophistication. The facilitiesare world class in every manner and the meticulous service exceeds all guestexpectations.
STAR BANDS FOR HOTELS, RESORTS AND
APARTMENT HOTELS
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 in a hotel, 186 for resorts and 196 for apartment hotels. Accumulation of points determine the grade level.
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. Mandatory (M) requirements for entry into the grading scheme and minimum (m) requirements for entry in grade levels.
DIMENSIONS
• Security (1 – 5 Stars)
• Professional security in place 24 hours at main entry point
• Property and security services designed to ensure guest safety at all times
• Reception – Service Hours (1 – 2 Stars)
• Reception service available 16 hours
• Luggage Services (1 – 5 Stars)
• Left luggage services available without dedicated space
• Other Arrival / Departure Aspects (1 – 5 Stars)
• Guests must be provided with Official Receipt on departure
• Public Areas – Room Climate (1 – 5 Stars)
– All enclosed public areas are ventilated or have temperature control initiatives and maintain a temperature between 20 – 25 degrees year round; except in areas where elevation is 2,000ft above sea level
• Bedroom – Accessories and Amenities (1 - 5 Stars)
– Drinking water and one glass per guest
• Bedroom – Cleanliness (1 - 5 Stars)
– All rooms are cleaned daily and all beds are made daily
– Waste bin provided and emptied daily
• PWD Room (1-5 Stars) – one for every 50 up to 150 rooms, and 1 for every 100 rooms thereof
MANDATORY “M” REQUIREMENTS
• Bathroom (1 – 5 Stars)
• Baths and / or showers with functioning hot and cold water. Hot water reaches 38 degrees within 20 seconds
• Toilet system in working order
• Toiletries – Availability (1 – 5 Stars)
• Toilet paper provided
• Food and Beverage – Availability of Restaurants (1 – 5 Stars)
• Breakfast room available
• Kitchen – Quality of Appliances (1 – 5 Stars)
• Compliance with Health and Sanitation Code of the Philippines
• Amenities – Guest Services (1 – 3 Stars)– Room Services availability for
minimum of 12 hours
• Business Practices (1 – 5 Stars)– Emergency and fire evacuation
procedures are followed and in place
– Backup generator or emergency power is available, capable of providing full power
– Resort meets all current regulations and legislative requirements to operate a Resort (Air pollution, Sanitary Code, Fire Code, Accessibility Law).
MANDATORY “M” REQUIREMENTS (Continued)
• Bedroom – Room Size (including bathroom)
• 1 Star: 16 sq. m
• 2 Star: 18 sq. m
• 3 Star: 20 sq. m
• 4 Star: 25 sq. m plus minimum 2% of rooms are suites
• 5 Star: 30 sq. m plus minimum 5% of rooms are suites
• Bedroom – Accessories and Amenities
• 2 – 5 Stars: In-room compendium with basic information on emergency contacts
• 3 – 5 Stars: Tea / coffee facilities in room
• Telephone provided in each room with direct dial
• In-room compendium with extended information including minim bar price list and restaurant menu
• 4 – 5 Stars: In-room compendium with extensive regional information on what to see and do
MINIMUM “m” REQUIREMENTS
• Entrance / Exit & Parking (4 – 5 Stars)
– Valet parking provided
• Reception – Service Hours (3 – 5 Stars)
– Reception service available 24 hours
• Porter Services (3 – 5 Stars)
– Porter Services are available
• Food and Beverage – Availability of Restaurants
– 3 – 5 Stars: Full service restaurant open 7 days a week (including breakfast)
– 4 – 5 Stars: Additional specialty restaurant / fine dining
• Amenities – Guest Services
(4 – 5 Stars)
– Room Service 18 – 24 hours
MINIMUM “m” REQUIREMENTS (Continued)
1.4 Entrance / Exit & Parking (if Applicable, if not tick N/A – do not score 1.4)
6
Minimum 1-5
Driveway is in a sound condition and free from significant potholes with no
obvious obstructions.
0
M
M
M
M
M
7
Minimum 1-5
Driveway entrance is clearly marked and
is visible at night time.
0 M
M
M
M
M
8
Minimum 1-5
Clearly designated parking area with signage that meets the relevant
provisions of the National Building
Code.
0
M
M
M
M
M
9
Minimum
4 & 5
Valet parking is provided.
3
m m
Dimension 1
Arrival /
DepartureBuilding
Entrance / Exit and Parking
• To read the complete National Accommodation Standards, visit:http://accreditationonline.tourism.gov.ph/Standards.aspx
Unacceptable
Towels are thin, ripped and in poor
condition, major stains. No bath
mat
0
Acceptable
Towels are thin but clean and in
acceptable condition. Bath mat
or equivalent provided
2
Good
Greater range of towels of average
quality.
4
Very Good
Very good range of towels including
bathmat, face towel, bath towel and
hand towel.
6
Excellent
Excellent range of towels of thick
cotton, 90-100% cotton.
8
Outstanding
Highest, plush range of towels in as new
condition, 100% cotton. Bath sheet
provided
10
Dimension 4
BathroomTowels
Quality and Cleanliness
• To read the complete National Accommodation Standards, visit:http://accreditationonline.tourism.gov.ph/Standards.aspx
UNIQUE FEATURES
OF THE
PHILIPPINES STAR
RATING SYSTEM
USE OF THIRD PARTY ASSESSORS
(GOVERNMENT & INDUSTRY ASSESSMENT)
Front and Back of the House Assessment
(kitchen, safety systems, engineering &
maintenance)
2014 UNWTO Study on Hotel Classification Systems – Accessibility for guests with reduced mobility is present in only 26% of the criteria catalogues, demonstrating a lost opportunity to encourage greater destination accessibility; should be addressed both as a matter of principle and as a business opportunity
Aging Population & Estimated 15% of the world population has some form of disability
INCLUSION OF SOCIAL STANDARDS
(Barrier-Free Tourism / Accessible Tourism features)
CONSIDERATION FOR ENVIRONMENTAL
PROTECTION & SUSTAINABILITY
ADB-CIDA Consultants Feedback : DOT “ahead of the game” in incorporating environmental standards (only NZ & Ireland incorporated in 2013, Scotland introducing in 2015)
Pre
arr
ival
• Self assessment conducted by the establishment
• Establishment advised by DoT approximate date of visit thru a Notice of Audit
On
sit
e •Auditor conducts on site visit with DoT area officer
•Audit Checklist is completed
•Data is encoded online
Res
ult
s • Review & Validation process
• Appeals for Re-Audits
• Grading is valid for 2 years
• Periodic inspections by oversight committee
STAGES OF THE STAR GRADING SCHEME
EVIDENCE BASED ASSESSMENTS
Assessors Will Use :
1. Measurement devices
2. Documentation review
3. Observation including incognito
4. Discussion
To determine the existence of an indicator or
To determine the quality score for an indicator
STAR RATING IMPLEMENTATION
PROJECT TIMEFRAME
2013
July - September 2013 – AUDITOR SELECTION
July 2013 Announcement of the “CALL FOR THIRD PARTY AUDITORS”• AD Publication in Philippine Daily Inquirer,
Philippine Star, Cebu Daily News, Davao News• Notice Dissemination to tourism associations
thru DOT Regional Offices• Word of Mouth
July -August 2013
Acceptance (online) of Applications of InterestedApplicants thru DOT-ADReview/Shortlisting of Applications
TOTAL APPLICATIONS RECEIVED: 86 APPLICATIONS
SHORTLISTED: 55 APPLICANTSTRAINED: 39
PROJECT TIMEFRAME
2013
September 2013(until 1st week of October)
Interview of Shortlisted Applicants(Manila, Cebu and Davao)
TOTAL ASSESSORS HIRED: 35LUZON: 27 VISAYAS: 6 MINDANAO: 2
PROJECT TIMEFRAME
2013October 2013 – ASSESSOR’S TRAINING
Conduct of CAPACITY BUILDING ON QUALITY AUDIT IN THE ACCOMMODATIONSECTOR, a four-day training/seminar of Third Party Assessors and DOT AccreditationOfficers with Mr. Geoff Penrose (in 2 batches) held at Traders Hotel Manila. Specialtopics were discussed by selected Resource Speakers from the AccommodationEstablishment Safety and Security Coordinating Council, Inc. and United Architectsof the Philippines. Includes mock audits of identified properties.
QUALITY TRAINING
FOR DOT
ACCREDITATION
OFFICERS & THIRD
PARTY ASSESSORS
QUALITY TRAINING
FOR DOT
ACCREDITATION
OFFICERS & THIRD
PARTY ASSESSORS
QUALITY TRAINING
FOR DOT
ACCREDITATION
OFFICERS & THIRD
PARTY ASSESSORS
Flooring
Furniture
Lighting
Wall Covering
QUALITY TRAINING
FOR DOT
ACCREDITATION
OFFICERS & THIRD
PARTY ASSESSORSSketchUp Room Design
Principles of Design
QUALITY TRAINING
FOR DOT
ACCREDITATION
OFFICERS & THIRD
PARTY ASSESSORS
Quality of Cutlery, Crockery, Glassware, etc…
Table Settings
QUALITY TRAINING
FOR DOT
ACCREDITATION
OFFICERS & THIRD
PARTY ASSESSORS
Quality Linens
Towels
PROJECT TIMEFRAME
DEPLOYMENT OF ASSESSORS
December 2013 – June 2014
2014
Auditors are deployednationwide doing incognitoaudits and inspectionproper with the DOT AreaOfficers.
2015
July 2014 to 2015
Review and Revalidation ofAudit Reports
2013
REGIONAL DISTRIBUTION OF THE AUDITED ESTABLISHMENTS
0
20
40
60
80
100
120
Hotels Resorts Apartment Hotel
Total = 712
112
35
67
27
55 53
40
27
81
106
22
34
25
1711
28
70
151
219
116128
0
50
100
150
200
250
Nationwide
5 STAR 4 STAR 3 STAR 2 STAR 1 STAR Not Rated
DISTRIBUTION OF ESTABLISHMENT PER RATING(as of 15 June 2015)
*Not Rated – Establishments who failed to meet the minimum points and/or minimum room size to qualify under the Star Rating system, gathered several Unacceptable Rating with regard to maintenance and cleanliness issues, under review and/or for re-audit
PROFILING OF RATED ESTABLISHMENTS:
LUZON EXCEPT NCR
1
19
55
96
6172
0
20
40
60
80
100
120
Luzon
5 STAR 4 STAR 3 STAR 2 STAR 1 STAR Not Rated
PROFILING OF RATED ESTABLISHMENTS:
NCR
16 15
32
21
7
20
0
5
10
15
20
25
30
35
NCR
5 STAR 4 STAR 3 STAR 2 STAR 1 STAR Not Rated
PROFILING OF RATED ESTABLISHMENTS:
VISAYAS
2
26
48
64
22 25
0
10
20
30
40
50
60
70
Visayas
5 STAR 4 STAR 3 STAR 2 STAR 1 STAR Not Rated
PROFILING OF RATED ESTABLISHMENTS:
MINDANAO
25
22
38
27
15
0
5
10
15
20
25
30
35
40
Mindanao
5 STAR 4 STAR 3 STAR 2 STAR 1 STAR Not Rated
SUMMARYThis 5 star grading scheme is new to the Philippines
The stars are determined through a review of evidence as verified on the day of audit
The results are validated to ensure consistency
There are mandatory and minimum requirements
An accumulation of points determines the final grading result
The success of the scheme will depend on the consistency of the audit, the skills of the audit team and support from the industry & other stakeholders
WHAT’S NEXT ?
Official Announcement of Star Rating Results Continue Re-Audits, Re-Validation Development of Mabuhay Accommodation
Standards (Tourist Inn, Pension House, Motorist Hotel, Homestay, Bed and Breakfast, Vacation Home)
DOT-Accredited Enterprises Media Campaign
THANK YOU!
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