Hotel Standards FINAL (1)

8/7/2019 Hotel Standards FINAL (1)

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Quality Standardsor AA Recognised Hotels


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1.0 GENERAL OVERVIEW 1

1.1. INTRODUCTION 1

1.1.1 Serviced Accommodation 1

1.1.2 AA Quality Standards 1

1.1.3 Dispensations 1

1.2 DETERMINING THE STAR RATING 1

1.3 QUALITY 1

1.3.1 Quality Assessment 1

1.3.2 Quality Terminology 1

1.3.3 What is Quality 1

1.3.4 The Quality Score 2

1.3.5 Quality Bands 2

1.4 SUB CATEGORIES/ DESIGNATORS 2

1.4.1 Types o Sub Categories / Designators 2

1.4.2 General Description 2

1.5 KEY REQUIREMENTS AT EACHRATING LEVEL

3

1.5.1 One Star 31.5.2 Two Star 3

1.5.3 Three Star 4

1.5.4 Four Star 4

1.5.5 Five Star 4

2.0 DETAILED REQUIREMENTS 5

2.1. OVERALL STANDARDS 5

2.1.1 Statutory Obligations 52.1.2 Sa ety and Security 5

2.1.3 Maintenance 7

2.1.4 Cleanliness 7

2.1.5 Physical Quality 7

2.1.6 Hospitality 9

2.1.7 Services 9

2.1.8 Opening 9

2.1.9 Guest Access 9

2.2 SERVICES 11

2.2.1 Sta Appearance 11

2.2.2 Reservations, Prices and Billing 11

2.2.3 Reception Sta Availability or

Guest Arrival and Departure 132.2.4 Luggage Handling 13

2.2.5 Other Reception / Concierge / Housekeeping Services 15

2.3 ALL MEALS DINING QUALITYAND INFORMATION 15

2.3.1 Dining Provision 15

2.3.2 Restaurant Ownership 17

2.3.3 Tables / Table Appointment 17

2.3.4 Meal Service Sta 17

2.4 BREAKFAST 19

2.4.1 Provision 19

2.4.2 Break ast Times 19

2.4.3 Pricing 19

2.4.4 Menu 19

2.4.5 Range o Dishes 19

2.4.6 Food Quality 19

2.4.7 Style o Service 21

2.5 OTHER MEALS 21

2.5.1 Dinner Hours o Service 21

2.5.2 Range o Dishes 21

2.5.3 Menu and Pricing 23

2.5.4 Food Quality 23

2.5.5 Style o Service 23

2.5.6 Wine and Wine Service 23

2.5.7 Alcoholic Drink Services / Licences 232.5.8 Lunch Service 25

2.5.9 Light Re reshments, Snacks andA ternoon Teas 25

2.5.10 Room Service Provision 25

2.5.11 Room Service Service andPresentation 25

2.5.12 Room Service Break ast 27

Contents


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2.6 BEDROOMS 27

2.6.1 Provision 27

2.6.2 General Quality 27

2.6.3 Housekeeping 29

2.6.4 Size and Spaciousness 31

2.6.5 Suites 31

2.6.6 Bed Size Quality 33

2.6.7 Bed Access 33

2.6.8 Bedding Requirements 33

2.6.9 Bedding Quality 35

2.6.10 Dcor Walls, Ceilings and Paintwork 35

2.6.11 Heating and Temperature Control 35

2.6.12 Lighting 35

2.6.13 Windows 37

2.6.14 Window Coverings 37

2.6.15 Flooring 37

2.6.16 Furniture, So t Furnishings andFittings 37

2.6.17 Tables 39

2.6.18 Clothes and Luggage Storage 39

2.6.19 Seating 39

2.6.20 Mirrors 41

2.6.21 Beverage Making Facilities 41

2.6.22 In-Room Entertainment 41

2.6.23 Communication and Business Services 43

2.6.24 Telephone Charges 43

2.6.25 Hairdryer 43

2.6.26 In-Room In ormation 45

2.6.27 Miscellaneous 45

2.7 EN-SUITE BATHROOM ANDSHOWER ROOMS OR PRIVATEFACILITIES 47

2.7.1 Provision 47

2.7.2 General Quality 47

2.7.3 Room Size 47

2.7.4 Water Supply 49

2.7.5 Equipment in En-Suite and PrivateFacilities 49

2.7.6 Lighting, Heating and Ventilation 51

2.7.7 Towels and Toiletries 51

2.8 PUBLIC AREAS 53

2.8.1 General Quality All Public Areas 53

2.8.2 Lighting, Heating and Ventilation 53

2.8.3 Reception Areas / Lobby 53

2.8.4 Bar, Lounge, Sitting Areas andRestaurants 55

2.8.5 Other Public Areas including Corridorsand Staircases 55

2.8.6 Li ts 55

2.8.7 Public Telephones 57

2.8.8 Public Area WCs 57

2.9 EXTERNAL AREAS 59

2.10 ANNEXES 59


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1.1.1 Serviced Accommodation

Serviced accommodation in Britain is broadlydivided into three categories

Hotels ormal accommodation with ull serviceGuest Accommodation (e.g. B&Bs, Inns etc) in ormal accommodation with limited service.Budget Hotel (e.g. roadside, budget lodge style) uni orm accommodation with limited service.

This booklet describes the requirements or theQuality Standards or Hotels.

Any establishment operating with the word hotelas part o their business name will be assessed usingthe hotel requirements listed in this booklet.

1.1.2 AA Quality Standards for Hotels

The AA Standards in this booklet are identicalto those that will be applied by VisitBritain,VisitScotland and Wales Tourist Board or assessing

1.1.2 continuedthe quality o serviced accommodation in Britain.Your rating will be the same whichever organisationcarries out your assessment. I you choose to beassessed by more than one organisation, each

organisation will award you the same Star rating.You will only be eligible or special AA Awards e.g.AA Hotel o the Year, Rosettes or ood etc i youchoose to obtain your rating through annual AAinspection.

1.1.3 Dispensations

Dispensations or certain individual requirementswithin these AA Quality Standards may be given aslong as all the remaining requirements and qualitylevels or that rating are met or exceeded. This

exibility will be considered on a case-by-case basis.

Any exceptions will need a proportional increase inquality in other areas to compensate or the areawhere an exception is sought.

1.0 GENERAL OVERVIEW

INTRODUCTION 1.1

01

DETERMINING THE STAR RATING1.2

An establishment will need to satisfy threeelements to reach a particular star rating:

All relevant Requirements must be met.

The overall percentage score or quality must reachthe appropriate band (see section 1.3.5)

The relevant standard o quality in the key areas ocleanliness, service, bedrooms, bathrooms and oodmust also be met.

1.3 QUALITY

1.3.1 Quality Assessment

There are fve levels o quality ranging rom Oneto Five Stars. To obtain a higher Star rating aprogressively higher quality and range o servicesand physical acilities should be provided acrossall areas with particular emphasis in fve keyareas - cleanliness, service, ood, bedrooms andbathrooms.Research indicates that quality is o key importancebut visitors also expect the level o services andrange o acilities in hotels to increase at each Starrating level.

1.3.2 Quality Terminology

We use phrases such as good, very good etc. tosigni y ascending levels o quality in broad termsonly. These standards indicate typical consumerexpectations o each star level. They are neitherprescriptive nor defnitive because we recognise

the wide variety o quality elements that can beincluded or example, style, which can range romtraditional to minimalist.

1.3.3 What is Quality?

When we are assessing quality we take into accountthe ollowing:

Intrinsic quality the inherent value o an item.Condition the maintenance and appearance oan item. Is it ft or the purpose?Physical and personal com ort does the qualityo an item detract in any way rom the com orto the user?Attention to detail the evident care taken toensure that the guest experience is special ando the same high standards or all.Guests choice and ease o use the guestexperience is enhanced through choice be it

the choice o beverages in his/her room or thechoice o room temperature. This is urtherimproved by how usable the guest fnds theroom and its contents.


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02

1.3 QUALITY

1.3.3 continuedPresentation the way the room and itscontents are presented or guests arrival andduring their stay.

1.3.4 The Quality ScoreWhen AA inspectors visit your property, they willevaluate and give a quality score to all aspects othe accommodation and service.The total o all these scores establishes an overallpercentage score or quality.Based on this score, establishments will be given anoverall quality rating on a scale o One to Five Stars,based on the chart below.

1.3.5 Quality Bands

One Star 30 46%

Two Star 47 54%

Three Star 55 69%

Four Star 70 84%

Five Star 85 100%

1.4.1 Types o Sub Categories / Designators and General Descriptons

All hotels will be positioned in one o the ollowing descriptive sub categories. Thesehave been developed to help consumers understand more clearly the di erent types ohotels available in Britain.

Hotels in each o these sub categories need to ulfl all hotel requirements detailedin this booklet with the exception o Metro Hotels where provision o dinner is not arequirement.

1.4 SUB CATEGORIES / DESIGNATORS

1.4.2 Sub Category / Designator General Description

Hotel Formal accommodation with ull service. Minimum six guest bedroomsbut more likely in excess o 20.

Country House Hotel A country house hotel with ample grounds or gardens, in a rural or semi-rural situation with an emphasis on peace and quiet.

Small Hotel Smaller hotels with a maximum o 20 bedrooms. They will be personallyrun by the proprietor and are likely to have limited unction business.

Town House Hotel High quality town / city centre properties o individual and distinctivestyle with a maximum o 50 rooms. High sta -to-guest ratio. Public areasmay be limited. Possibly no dinner served but room service availableinstead.

Metro Hotel A town / city hotel providing ull hotel services with the exception odinner. Within easy walking distance o a range o places to eat.


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03

1.5 KEY REQUIREMENTS AT EACH RATING LEVEL

One Star

HTwo Star

HH

1.5.1

The key requirements forachieving a One Star hotel ratingare:

A minimum of six lettingbedrooms.100% of bedrooms with en-suiteor with private facilities. (To be inplace by 1 January 2008).Resident guests, once registered,have access to the hotel at alltimes. Proprietor and / or staff onsite and on call to resident guests24 hours a day.All areas of operation shouldmeet the minimum standardsfor cleanliness, maintenanceand hospitality as well as theminimum standards for thequality of physical facilities anddelivery of services.A dining room / restaurant orsimilar eating area serving acooked breakfast seven days aweek.A dining room / restaurantor similar eating area servingevening meals at least ve daysa week unless the hotel isdesignated a Metro Hotel.A bar or sitting area with a LiquorLicence.Hotel open seven days a weekduring its operating seasonproviding, on every day open,

the level of service and facilitiesappropriate to its star rating.Proprietor and / or staff availableduring the day and eveningto receive guests and provideinformation / services such as hotdrinks and light refreshments.A clearly designated receptionfacility.Meeting all the current statutoryobligations and providing PublicLiability cover.

1.5.2

The key requirements forachieving a Two Star rating, inaddition to the requirements forOne Star are:

All areas of operation shouldmeet the Two Star requirementsfor cleanliness, maintenance andhospitality, and for the quality ofphysical facilities and delivery ofservices.A dining room / restaurantor similar eating area servingevening meals at least seven daysa week.


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04

Three Star

HHHFour Star

HHHHFive Star

HHHHH

1.5.3

The key requirements forachieving a Three Star rating, inaddition to the requirements forTwo Star are:

All areas of operation shouldmeet the Three Star requirementsfor cleanliness, maintenance andhospitality, and for the quality ofphysical facilities and delivery ofservices.Once registered, residents haveaccess at all times during the dayand evening (e.g. from 7am untilmidnight) without use of a key.Access available outside thesetimes.Room service of hot and colddrinks and light snacks (e.g.sandwiches) during daytime andevening.Provision of one room servicemeal, either continental breakfastor dinner, clearly advertised inbedrooms.All bedrooms with en-suitebathrooms.

1.5.4

The key requirements forachieving a Four Star rating, inaddition to the requirements forThree Star are:

All areas of operation shouldmeet the Four Star requirementsfor cleanliness, maintenance andhospitality, and for the quality ofphysical facilities and delivery ofservices.Once registered, residents shouldhave 24 hour access, facilitated byon-duty staff.Enhanced services offered e.g.24 hour room service includingcooked breakfast, offer ofluggage assistance, meals atlunchtime, table service onrequest at breakfast.At least one restaurant, open toresidents and non-residents, forbreakfast and dinner seven daysa week.All bedrooms with en-suitebathrooms and all withthermostatically controlledshowers and WC. Additionally,at least half of these bedroomsshould have a bath.

1.5.5

The key requirements forachieving a Five Star rating, inaddition to the requirements forFour Star are:

All areas of operation shouldmeet the Five Star requirementsfor cleanliness, maintenance andhospitality, and for the quality ofphysical facilities and delivery ofservices.Hotel open seven days a week allyear.Enhanced services offered e.g.valet parking, escort to bedrooms,pro-active table service in barsand lounges and at breakfast,concierge service, 24 hourreception, 24 hour room service,full afternoon tea.At least one restaurant, open toresidents and non-residents, forall meals seven days a week.All bedrooms with en-suitebathroom with WC, bath andthermostatically controlledshower.A choice of environments in publicareas of suf cient size to providegenerous personal space.Additional facilities e.g. secondarydining, leisure, business centre,spa etc.A number of permanent luxurysuites available.


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2.0 DETAILED REQUIREMENTS

One Star

HTwo Star

HH

2.1.1 Statutory Obligations Fulflment o all statutoryobligations, where applicable,relating to:

Fire PrecautionsPrice Display OrdersFood Sa ety / HygieneLicensingHealth & Sa etyDiscriminationTrade DescriptionData ProtectionHotel Proprietors Act

We may ask proprietors to provideevidence that Public Liability Cover isbeing maintained and that the aboverequirements are being ulflled.

N.B. It is unlikely that any establishment o eringaccommodation to DSS residentsor operating as a re uge hostel or homeless people will be eligible toparticipate in the scheme.

As One Star

2.1.2 Safety and Security Proprietor and / or sta to be onsite and on call to resident guests24 hours a day.Printed instructions, provided inthe bedrooms, or summoningassistance during an emergencyat night. I the proprietorlives away rom the hotel, itis expected that a member omanagement or sta sleep

on site and that their night-time contact details are clearlyadvertised in every bedroom.A high degree o generalsa ety and security, includingin ormation on evacuationprocedures in the event o anemergency, to be advertised inevery bedroom. Multilingualemergency procedure notices oruse o symbols / diagrams clearlydisplayed in every bedroom.Adequate measures or thesecurity o guests and theirproperty.

As One Star

2.1 OVERALL STANDARDS

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Three Star

HHHFour Star

HHHHFive Star

HHHHH

As One Star As One Star As One Star



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One Star

HTwo Star

HH

2.1.3 Maintenance

(Minimum Entry Requirements)

Buildings, their fxtures,urnishings, fttings and exterior

and interior dcor maintained in asound, clean condition and ft orthe purpose intended.All electrical and gas equipmentin good working order andregularly serviced to ensureguests sa ety.Monitoring procedure in place orreporting o broken / damaged

items in guests bedrooms.


and interior dcor maintained ina quite good, clean condition.

2.1.4 Cleanliness

(See also Bedrooms,Bathrooms and Public AreaHousekeeping)

A high standard o cleanlinessmaintained throughout the property.As the cleanliness o hotels atevery star level is o paramountimportance to the consumer, thehighest standards o cleanliness areessential at every hotel and are notexpected to vary between star levels.Particular attention should be given

to bathrooms, shower rooms andtoilets especially items involvingdirect contact or guests, including:

Bedding, linen and towelsBaths, showers, washbasins andWCsFlooring and seatingCrockery, cutlery and glasswareAll bathrooms and shower roomscleaned daily and checked toensure very high standards ocleanliness.Bathrooms and shower roomsclean and resh smelling.Particular attention paid to WCs,plug-holes, shower curtains,mirrors and extractor ans.

As One Star

2.1.5 Physical Quality


Hotels providing accommodationo acceptable quality and com ort.

Hotels providing accommodationo quite good quality andcom ort.


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Three Star

HHHFour Star

HHHHFive Star

HHHHH


and interior dcor maintained ina good, clean condition.


and interior dcor maintained ina very good, clean condition.


and interior dcor maintained inan excellent, clean condition.


Hotels providing good quality,com ortable and more spaciousaccommodation.

Hotels setting high standards orthe hospitality industry.All aspects o the hotel o eringa very good level o quality,spaciousness and com ort.

Hotels setting the highestinternational standards or thehospitality industry.All aspects o the hotel o eringan excellent level o quality,spaciousness and com ort,providing an overall luxuriousstandard.

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One Star

HTwo Star

HH

2.1.6 Hospitality Guests will be greeted andacknowledged in a riendly,e fcient and courteous mannerthroughout their stay.

As One Star

2.1.7 Services


A relatively straight orwardrange o services o ered o tenprovided by the proprietor and

amily.All enquiries, requests andreservations, correspondence andcomplaints rom visitors dealtwith promptly and politely.Service and e fciency skills o acompetent standard.Every e ort made to take accounto individual guests needs.

Service possibly in ormal, o tenprovided by the proprietor and asmall team o sta .Management and sta wellin ormed about their hotel andother local in ormation.Service and e fciency o a quitegood standard, with evidence osome technical skills.

2.1.8 Opening


Hotel open seven days a weekduring its operating seasonproviding, on every day open,a consistent level o service and

acilities appropriate to its starrating.

As One Star

2.1.9 Guest Access


Once registered, resident guestshave access to the hotel at alltimes. Proprietor and / or sta tobe on site and on call to residentguests 24 hours a day.It is acceptable or a ront doorkey or security code to be issued.

As One Star


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Three Star

HHHFour Star

HHHHFive Star

HHHHH


Good guest service, with amplesta to provide a promptand e fcient service withoutdetriment to other service areasat the same time. For example:it is unlikely that service o thisquality will be provided by amember o sta acting as solebar-person and receptionist atthe same time depending onlikely guest demand.Good social skills and anticipationo individual guests needsevident in dealings with allguests.All sta demonstrate a positiveattitude and a willingness to

help.Service, e fciency and technicalskills o a good standard.

Very good guest service, givingguests the impression o beingwell cared or by trainedpro essional and attentive sta .Very good social skills andanticipation o individual guestsneeds evident in dealings with allguests.Service, e fciency and technicalskills o a very good standardand without detriment to otherservice areas at any time.

Flawless and unobtrusiveguest service, giving guests theimpression o being very wellcared or by highly trained,pro essional, proactive and well-managed sta .Excellent social skills andanticipation o individual guestsneeds evident in dealings with allguests.Service and e fciency o anexcellent standard withoutdetriment to other service areasat any time. Delivered by astructured team o sta with amanagement and supervisoryhierarchy.

Some multi-lingual sta in hotelswith an international market.

As One Star As One Star Open seven days a week all year,providing a consistent level oservice and acilities.

Once registered, residents musthave access at all times duringthe day and evening withoutneeding to use a key. Bestpractice suggests between 7.00a.m. and midnight.There must be access availableoutside these times possiblyusing a door key or security code.

24 hour access, acilitated by on-duty sta .

Both prior to and a terregistration, guests should haveaccess without having to ring abell. During the night a bell isacceptable.

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One Star

HTwo Star

HH

2.2.1 Staff Appearance


Sta tidily dressed and wellgroomed.Sta clothing resh and wellironed.Particular attention given topersonal hygiene.The style o the hotel may dictatehow sta dress rom ormaluni orms to in ormal and casualoutfts.

Sta smartly attired.

2.2.2 Reservations, Pricesand Billing

All Star LevelsThere should be an easy and e fcient booking service that includes the

ollowing:

Prospective visitors told clearly what is included in the prices quoted oraccommodation, meals and re reshments, including service charge, taxes andother surcharges.Other in ormation which may impact on the guests stay, e.g. smoking policy,re urbishment work in progress, planned unctions / events etc. provided.Where house policy dictates that certain acilities need to be pre-booked, e.g.spa treatments, dinner etc., these should also be mentioned at the time obooking.Advance warning i the restaurant is to be closed or likely to become ullybooked.Full details o the hotels cancellation policy i there is one. This especiallyincludes in ormation about charging credit cards or cancellation or changes tothe booking.In ormation about deposits i required, including details o how the deposit istaken and whether or not it is re undable on cancellation.Clear explanation o charges or additional services or available acilitiesincluding cancellation terms.In ormation about any unacceptable types o payment e.g. credit cards,travellers cheques etc.In ormation and ull details about any ees charged or the acceptance o credit

cards.

2.2 SERVICES

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Three Star

HHHFour Star

HHHHFive Star

HHHHH

Sta dressed in such a way thatguests can easily distinguishbetween sta and guests.

As Three Star Sta impeccably presented and ina uni orm way.

Communication with prospective guests, whether verbal or written, should beprompt, e fcient, pro essional and help ul. A good frst impression is critical at alllevels. There ore:

The price agreed at the time o booking must not be exceeded.All agreed prices must include service charges, taxes and other surchargeswhere applicable.Every endeavour should be made to advise guests in advance about the hotellocation and any car parking restrictions.Visitors advised when they are booking, and subsequently in the case o anychange, i the accommodation o ered is in an unconnected annexe or hasseparate external access.

Unless notifed in writing in advance, price confrmation at least indicated ona key card or similar. Prospective guests le t confdent that their booking wasrecorded accurately. As a minimum, name, address, and / or contact telephonenumber recorded at the time o booking.All bookings handled in a riendly and courteous manner, even when there isno dedicated reservations department.Provide each guest with printed or clearly written details o payment due and areceipt on request.Presentation o accounts ensuring that purchases are clearly detailed.Particular attention should be paid to accuracy.The VAT element o the account (where applicable) should be clearlyidentifed.

As One Star / Two Star / Three Star

All Star Levels Section Plus:

Ability to make a prompt ande ective reservation during theday and evening.Guests should be able to chargeall account services to one mainaccount, and pay on departure.Guest accounts to be updated onan outgoing basis to minimisethe delay at check-out.


Ability to make a prompt ande ective reservation during theday and up to 11.00 p.m.Confrmation provided onrequest.


Ability to make a prompt ande ective reservation 24 hours aday. Every booking confrmed byletter, ax, email or text message.The account well explained andwell presented, perhaps in anenvelope or older.

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One Star

HTwo Star

HH

2.2.3 Reception Staff Availability for Guest Arrival and Departure


As reception is likely to be the guestsfrst and last point o contact witha hotel, special attention should begiven to providing a good standardo customer care.

Direct guest contact given priorityover other reception duties.Proprietor or sta available toreceive guests and providein ormation / services rom just

be ore break ast to late eveningat approx 10.00 p.m.Receptionists attention possiblysummoned by a bell or telephone.Guests clearly directed to theirroom and given a brieexplanation o location o hotel

acilities.The issuing o a bedroom key toguests and the charging o itemsto account always done discreetlyto ensure guest security.

In the interests o sa ety, gueststo be escorted to bedrooms irequested.

Guests in ormed o meal times,bar opening times etc.

2.2.4 Luggage Handling


Assistance with luggage availableon request throughout the dayand evening.

Secure short-term luggagestorage.

2.2 SERVICES

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Three Star

HHHFour Star

HHHHFive Star

HHHHH

A receptionist on duty rom justbe ore break ast service until lateevening. Best practice suggests7.00 a.m. to 11.00 p.m.Receptionist on duty during busycheck in / out times when it isessential to provide ull cover.However at other times, possiblysummoned by bell or telephone

or minimal delay.Additional reception services

such as express checkout, 24 hourcheck in / out, provided in hotelswhere the need exists, e.g. hotelsin city centres and hotels byairports.

Reception sta ed at all timesand at least between 7.00 a.m.and 11.00 p.m. Sta fng levelssu fcient to ensure a minimaldelay.A member o sta possiblythe night porter on duty andable to per orm reception dutiesbetween11.00 p.m. and 7.00 a.m.

24 hour reception with su fcienthighly skilled sta to ensure nodelay or guests.Arriving guests greeted withoutdelay outside the hotel entrance.Valet parking o ered.A seamless transition on arrival

rom outside the hotel entranceto the reception area.All guests o ered an escort to thebedroom by a member o sta

with excellent skills.Guests in ormed o importanthotel and bedroom acilities bythe escort.

As Two Star Assistance with luggage readilyavailable and advertised asavailable or departure.

Hotel sta taking control oluggage rom guests arrivaloutside to prompt delivery inbedroom. The same quality oservice repeated on departure.Secure short-term luggagestorage with receipt provided.

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One Star

HTwo Star

HH

2.2.5 Other Reception / Concierge / Housekeeping Services


Iron and ironing board available.A shoe cleaning service, aconveniently positioned machineor shoe cleaning materialsavailable. I shoe cleaningmaterials not in the bedroom,the shoe cleaning service ormachines location advertised inthe bedroom.Early morning call on request oran alarm using a clock, telephone

or television available in theroom.Message-taking service available.Messages possibly deliveredverbally but always deliveredpromptly.Appropriate tourist, travel and / or local in ormation available andwell presented e.g. in a older orrack.

Incoming telephone calls toresident guests handled in apro essional and discreet manner.

2.2 SERVICES

One Star

HTwo Star

HH

2.3.1 Dining Provision

(Minimum Entry

Requirements)

Designated eating areas caninclude restaurant, dining room,brasserie, bistro or bar.A designated eating area open toresidents or break ast seven daysa week.Evening meals provided at leastfve days a week.Guests in ormed when they booki dinner is not available. When thishappens a range o re reshmentsand snacks e.g. soups, sandwiches,etc. should always be o ered.Best practice suggests providing ano-smoking area.

A restaurant or similar eating areaserving break ast and eveningmeals seven days a week.Residents' guests may take dinnerby prior arrangement.

2.3 ALL MEALS DINING QUALITY AND INFORMATION

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Three Star

HHHFour Star

HHHHFive Star

HHHHH

Laundry service provided andadvertised with prices.Messages written down andevery e ort made to in ormguests a message is waiting

or them. Interactive TV andvoicemail systems are acceptable.A selection o daily newspapersavailable or purchase.Well-presented travel and / orlocal in ormation such as details

o visitor attractions, taxi frms,banks, churches, railway stations,

orists etc. available inbedrooms.

Laundry and dry cleaning serviceprovided and advertised withprices.Early morning call. Guests notexpected to set their own alarmcall.Messages delivered promptly tothe bedrooms or to the guest inthe public areas.Newspapers can be ordered anddelivered to guests bedrooms.

Pressing service (minimum sameday) and 24 hour return laundryservice.Cloakroom service (coat storage)with a receipt provided.An advertised shoe cleaningservice.All messages discreetly handledand written messages presentedin an envelope.A ull concierge service provided.

This may vary depending onlocation and style o the hotelbut may include some or all othe ollowing: theatre bookings,sight-seeing trips, taxi bookings,valet parking, travel and otherrequests.

Three Star

HHHFour Star

HHHHFive Star

HHHHH

At least one restaurant open orbreak ast and dinner seven daysa week to residents as well asnon-residents where location isappropriate e.g. city centre and byairports.A bar is not acceptable as the onlyeating area.It is acceptable that non-residentsare required to book dinner inadvance.

At least one restaurant, open toresidents and non-residents, orbreak ast and dinner seven days aweek.A superior brasserie / bistro / bar isacceptable or lunches, providingthat guests are able to eat at a ullheight dining table, order and beserved at the table.A designated no-smoking area.

At least one restaurant, open toresidents and non-residents, or allmeals seven days a week.

A town / city hotel that does not serve dinner but does have a su fcient range o places to eat within easy walkingdistance, may be designated a Metro Hotel.

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One Star

HTwo Star

HH

2.3.2 Restaurant Ownership

Where dinner is served in arestaurant, which is separate orcontracted out, it will neverthelessbe assessed as part o the overalloperation. Such a restaurant isacceptable as long as:

The hotel accepts ullresponsibility over the quality osurroundings, ood and serviceprovided in the restaurant.Guests are in ormed when theybook a bedroom that dinner isserved in a separate restaurant.Access is easy e.g. within approx.250 metres walking (1/4 mile orten minutes walk), pre erablyumbrella provided, or within5 / 10 minutes i hotel providescomplimentary transport.There is a acility or guests tocharge meals and drinks to theirhotel account.

As One Star

2.3.3 Tables / TableAppointment


Individual tables available oreach guest or party.Table appointments o acceptablequality and appropriate to thetype o meal served.Tables o an appropriate height

or com ortable dining, even i setclose together.

Table appointments o quitegood quality.

2.3.4 Meal Service Staff


Su fcient sta to ensure prompt

service at all meals served.Polite and courteous staproviding an acceptablestandard o customer care anddemonstrating acceptable levels oknowledge about the dishes beingserved.

Su fcient sta to ensure prompt

and e fcient service at all mealsserved.Polite and courteous staproviding a quite good standardo customer care anddemonstrating quite good levelso knowledge about the dishesbeing served.

2.3 ALL MEALS DINING QUALITY AND INFORMATION

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Three Star

HHHFour Star

HHHHFive Star

HHHHH


Table appointments o goodquality.

Table appointments o very goodquality.Tables to be a good size and wellspaced.

Table appointments o excellentquality.

A supervisor on duty in the dining

area to ensure a more e fcientservice.Polite and courteous staproviding a good standard ocustomer care and demonstratinggood levels o ood, beverage& wine product knowledge andservice skills.

A manager on duty in the

restaurant to ensure a highlye fcient service.Unobtrusive, polite and courteoussta providing a very goodstandard o customer care anddemonstrating very good levelso ood, beverage & wine productknowledge and service skills.Guests promptly greeted andseated.

A well-structured team o sta

with management presence. Therestaurant always sta ed.Unobtrusive, polite and courteoussta providing an excellentstandard o customer care. Highlytrained, pro essional andproactive sta .Guests welcomed and escorted totheir table at all meals and in allareas where ood and drinks areserved.Prompt table service in public areas

where guests seat themselves.Sta demonstrating excellentlevels o ood, beverage and wineproduct knowledge and serviceskills.

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One Star

HTwo Star

HH

2.4.1 Provision A cooked and continentalbreak ast provided in a designatedeating area on the premises andadvertised as such.

As One Star

2.4.2 Breakfast Times


Break ast served or a period otime and not at only one fxedtime e.g. 8.00 a.m. 9.00 a.m. andnot at 8.00 a.m. only. Appropriatebreak ast times where there isa specifc market need e.g. citycentre hotels, airport hotels andrural hotels.

Break ast served or at least onehour.

2.4.3 Pricing


Break ast price on display when aroom-only rate option is available.The price o any break ast itemscarrying an additional chargeclearly advertised.

As One Star

2.4.4 Menu(Minimum Entry Requirements)

A verbal explanation o dishesavailable is acceptable.

A clean and well-presented menuprovided or break asts served

rom the kitchen.Where there is a bu et, any itemsavailable but not included on thebu et, detailed on a menu.

2.4.5 Range of Dishes


A set menu is acceptable.Core items to include ruit juice,cereal, bacon, egg, co ee, teaand toast or regional variations. A

minimum choice o two hot items.

A choice o additional hot andcold items, including vegetarianoptions.Guests o ered a choice o how

their eggs are cooked.

2.4.6 Food Quality


All hot oods well presented andserved at the correct temperatureon hot plates.Care taken to ensure that juicesare chilled, toast is crisp and co ee/ tea is reshly made.

Food prepared with a quite goodlevel o skill, care andpresentation and served at thecorrect temperature.

2.4 BREAKFAST

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Three Star

HHHFour Star

HHHHFive Star

HHHHH


Break ast served or at least oneand a hal hours.

Break ast served or at least twohours.

Break ast served or at least threehours.

Break ast where available to non-residents, with the price clearlydisplayed.

As Three Star As Three Star

As Two Star A menu detailing the ullbreak ast range provided orguests opting or table service.

A menu detailing the ullbreak ast range provided.

A good range o hot and colditems, together with a choice ogood quality accompaniments.Possible examples include

preserves, ground anddeca einated co ee, teas,butters and spreads.Guests o ered a greater choiceo how their eggs are cooked toinclude ried, poached, boiled andscrambled.

A very good range o hot and colditems.

A comprehensive range oexcellent quality hot and colddishes. Examples might include

resh juices and ruits, cold

meats and cheeses, ree rangeeggs, local specialities, resh fshand range o bakery items andpastries, special dietary produceand a comprehensive range oappetising hot items.

Good quality ingredients cookedand presented to a goodstandard.Consideration given to providinghealthy eating options.

All ood cooked correctly andprepared with a very good levelo skill, care and presentation andserved at the correct temperature.

High quality ingredients cookedand presented to an excellentstandard.

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HTwo Star

HH

2.4.7 Style of Service


All Star LevelsBreak ast tables laid with a tablesetting or each guest o main kni e,side kni e, ork, cereal spoon, cup,saucer, tea spoon, side plate andnapkin. The table laid with salt,pepper, sugar, milk, butter andpreserves.

As One Star

Sel -service bu et style is

acceptable. However bu etsshould be replenished on aregular basis. Where provided,bu ets laid out and operated ina practical and customer riendlymanner.Hot beverages served at the table.

As One Star

2.4 BREAKFAST

One Star

HTwo Star

HH

2.5.1 Dinner Hours of Service


Last orders or dinner no earlierthan 6.30 p.m. A fxed mealtime isacceptable but not be ore 6.30p.m.Some snacks or cold mealprovision or late arrivals, by priorarrangement.It is acceptable or resident gueststo be asked to choose dishes ordinner at an earlier time o theday. However, guests who pre erto choose later, including up tolast order time, must be able todo so without being put underany pressure to choose earlier.New arrivals should not be askedto choose dishes or dinner inadvance o arrival.

Last orders or dinner no earlierthan 7.00 p.m. A fxed mealtime isacceptable but not be ore 7.00p.m.

2.5.2 Range of Dishes(Minimum Entry Requirements)

Two courses available. The maincourse should be a substantial hotdish. In addition a cold alternativeshould be provided.

As One Star

2.5 OTHER MEALS

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HHHFour Star

HHHHFive Star

HHHHH


As One Star Table service advertised and

available on request.

Table service o ered.

Where there is a bu et, a higherlevel o assistance available.

Three Star

HHHFour Star

HHHHFive Star

HHHHH

Last orders or dinner no earlierthan 8.00 p.m. A fxed mealtimeis acceptable but not be ore8.00p.m.Guests not expected to choosedishes or dinner at an earliertime o the day.

Last orders or dinner no earlierthan 9.00 p.m. A fxed mealtime isnot acceptable.

Last orders or dinner no earlierthan 10.00 p.m.

Three courses available.A choice o substantial hot andcold dishes.

As Three Star An extensive choice o ood.A broad range o dishes ooutstanding quality.

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One Star

HTwo Star

HH

2.5.3 Menu and Pricing


Acceptable quality, clean, wellpresented written menus, withaccurate descriptions. However,it is acceptable instead to o er averbal description o the dishesavailable.The price o dinner should bedisplayed i the accommodationtari does not include dinner.Clearly advertised price or anysurcharge made or a particulardish.Additional charges, such as VAT,service, and cover charge, clearlyidentifed on the menus.

Written menus provided. Dinneravailable to residents guests, withthe price clearly displayed.

2.5.4 Food Quality (Minimum Entry Requirements)

All meals reshly cooked / prepared on the premises withan acceptable level o skill andpresentation, and served at thecorrect temperature. Evidence osome resh produce.At least one vegetarian optionavailable (at least on request) ateach course.

All meals prepared with a quitegood level o skill, care andpresentation and served at thecorrect temperature.More evidence o resh oodsbeing used.

2.5.5 Style of Service(Minimum Entry Requirements)

A sel -service operation, e.g.carvery or bu et style, isacceptable

As One Star

2.5.6 Wine and WineServices


Red and white wine provided.Wine prices and measures clearlydisplayed.Sta demonstrating basicknowledge about the winesavailable e.g. country o origin.

A range o red and white wineso ered.Sta demonstrating knowledgeabout the wines available.

2.5.7 Alcoholic Drink Services / Licences(As applicable under thelicensing laws in eachcountry)(Minimum Entry Requirements)

A current liquor licence orequivalent.Alcoholic drinks served at mealtimes to residents.A range o drinks available in abar or lounge. Honesty bars anddispense bars are acceptable.A price list displayed whereverdrinks are served.

As One Star

2.5 OTHER MEALS

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Three Star

HHHFour Star

HHHHFive Star

HHHHH

Written menus with prices clearlydisplayed.

As Three Star Well presented, menus with pricesclearly displayed.

All meals, including any roomservice, prepared with a goodlevel o skill, care andpresentation and served at thecorrect temperature.Particular attention given to oodquality rather than extensivemenus.

All meals, including any roomservice, prepared with a very goodlevel o skill, care and presentationand served at the correcttemperature.All ood cooked correctly andpresented in an appetising way.

All meals, including any roomservice, prepared with an excellentlevel o skill using resh produce.Cuisine quality meeting a highinternational standard.Provision made or a variety odietary requirements.

The main course, served to theguest at their table on request.A carvery is acceptable.

Table service o at least maincourse should be provided.

All courses served to the guest attheir table.

A choice o good quality wineso ered.Clean and well presented winelist, clearly and accurately listingthe choice o wines and measuresavailable, should be provided.Sta demonstrating goodknowledge o the wines available.

Very good range and quality owines o ered.An in ormative and detailed winelist.

Excellent range and quality owines o ered.Sta demonstrating excellent wineknowledge and wine service skills.

Alcoholic drinks servedthroughout the day and eveningto residents and their guests.A wide range o drinks providedin a bar or lounge.Table service should be providedin the lounge i there is no barcounter.

Alcoholic drinks served 24 hours toresidents.Table service on request.

A comprehensive range o drinks,including wines and cocktails.Table service provided.

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One Star

HTwo Star

HH

2.5.8 Lunch Service


Lunch service is not required. As One Star

2.5.9 Light Refreshments,Snacks and Afternoon Teas


Hot and cold drinks available toresidents and their guests in thepublic areas during the day andevening, at least rom 10.00 a.m.to 10.00 p.m. This service to beclearly advertised.Guests may be required to order atreception or at the bar.(Re erral to in-room acilities is notacceptable.)

As One Star

2.5.10 Room Service

Provision(Minimum Entry Requirements)

Optional except in the case o

illness.Any room service provided may belimited in choice.

As One Star

2.5.11 Room Service

Service and Presentation


Where provided, care ully

presented room service and largeenough tray to accommodatecontents.

As One Star

2.5 OTHER MEALS

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Three Star

HHHFour Star

HHHHFive Star

HHHHH

As One Star A superior brasserie / bistro / bar isacceptable or lunches, providingthat guests are able to eat at a ullheight dining table, order and beserved at the table.A choice o hot and cold dishesat each course o starters, maincourses and desserts.

Lunch served in a ormalrestaurant.Extensive choice at each course.

Light re reshments o at least hotand cold drinks and sandwichesavailable to residents and theirguests in the public areas duringall day and evening.

Light re reshments and hot andcold snacks available to residentsand non-residents in the publicareas during all day and evening.Guests able to order and be servedat their table.

Light re reshments and hot andcold snacks available to residentsin the public areas 24 hours.Full a ternoon tea available.

Room service o hot and cold

drinks and light snacks e.g.sandwiches, during daytime andevening.In addition, one meal, possiblycontinental break ast or dinner,clearly advertised in bedrooms.For dinner, this should include achoice o substantial hot dishes,e.g. steak, pasta.

24 hour room service o light

snacks such as sandwiches and hotand cold drinks including alcoholicdrinks.Provision o a range o substantialhot and cold dishes duringlunchtime and evening restauranthours.

24 hour room service o hot and

cold snacks and drinks includingalcoholic drinks.Guests able to choose rom the ulldinner menu during restauranthours

Room service items well presented

and served on a tray largeenough to easily accommodateits contents. Appropriate cutlery,crockery and condimentsprovided.Prompt and e fcient service.Procedure in place to arrange orthe collection o trays etc.A priced menu o room serviceitems and times o serviceprovided in the bedrooms.

As Three Star Room service ordered, delivered

and cleared in a highlypro essional and e fcient mannerand without impacting on otherservices.Full oor service o lunch anddinner during restaurant hours.Service delivery allows eachcourse to be eaten at the correcttemperature. All meals served ona dining table or heated trolley,or each hot course deliveredseparately. Presentation o thehighest standard.

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HTwo Star

HH

2.5.12 Room Service Breakfast


No Requirement As One Star

2.5 OTHER MEALS

One Star

HTwo Star

HH

2.6.1 Provision(Minimum Entry Requirements)

All Star LevelsMinimum o six letting bedrooms. As One Star

2.6.2 General Quality


All Star LevelsMeans o securing bedroom doors

rom inside and out, and a key orkeycard provided.

As One Star

Acceptable quality and condition

in the standard o urniture,urnishings, ooring, fttings and

dcor.Every e ort made to minimisenoise levels rom adjacent roomsand corridors e.g. creaking

oorboards, noisy extractor ans,mechanical toilets, noisy plumbingetc.Hotels situated in a particularlynoisy environment in a citycentre or by an airport need

to have tried to minimise noise,possibly by using double / tripleglazing.

Quite good quality and condition

with some evidence o co-ordination in the standard o

urniture, urnishings, ooring,fttings and dcor.

2.6 BEDROOMS

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Three Star

HHHFour Star

HHHHFive Star

HHHHH

Where room service is served:Hot drinks should be reshlyserved with any room servicebreak ast.Where room service break ast isonly continental, there should bea substantial choice o items.Guests able to order theirmorning break ast by phone orbreak ast order card withoutleaving their room either in the

morning or the night be ore.

Room service o both continentaland ull cooked break astadvertised and provided.

A wide choice o substantial hotand cold dishes.

Three Star

HHHFour Star

HHHHFive Star

HHHHH



Good quality and condition, with

a matched and well co-ordinatedstandard o urniture, urnishings,

ooring, fttings and dcor.Better levels o sound insulationprovided by more substantialdoors and walls.

Very good quality and condition,

with a superior standard ourniture, urnishings, ooring,

fttings and dcor.

Excellent intrinsic quality and

condition, with a luxuriousstandard o urniture, urnishings,

ooring, fttings and dcor.Internal and external noise levelsabsolutely minimal. Possiblyachieved by use o double-glazing,excellent structural insulation anda spacious bedroom lobby area.

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One Star

HTwo Star

HH

2.6.3 Housekeeping


All bedrooms cleaned daily, andchecked to ensure a very highstandard o cleanliness. Roomslooking clean and smelling resh.Particular attention given to roomsused by smokers.All walls, ceilings, pipes, ledges,equipment and fttings, which arebeyond reach rom oor level,cleaned on a regular basis. All atsur aces, equipment and urniture

ree rom dust, dirt, grease andmarks.All beds made daily. Bed linen,including duvet covers (even itop sheet provided) changed atleast once in every week and oreach new guest. (Exception madewhen, as part o a hotels clearlyadvertised environmental policy,guests are invited to agree to a less

requent change o linen duringtheir stay).

Rooms prepared with the righttemperature and ventilation readyor the guests arrival.

Good practice procedure ollowedso that clean bedding is kept o

oors and in-room crockery andglassware are hygienically washed.

As One Star

2.6 BEDROOMS

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Three Star

HHHFour Star

HHHHFive Star

HHHHH

Bed linen including duvet covers(even i top sheet provided)changed at least every three daysand or each new guest.

As Three Star Bed linen, including duvet covers(even i top sheet provided)changed at least every two daysand or each new guest.Rooms prepared in advance o theguests arrival possibly includingsetting an appropriate ambienttemperature or the time o year,airing the room well, closingcurtains and putting on a lightduring the hours o darkness.

An evening housekeeping serviceprovided and advertised possiblyincluding some o the ollowingservices: bed turned down, binsemptied, curtains drawn, towelstidied, room service trays removed.

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One Star

HTwo Star

HH

2.6.4 Size and Spaciousness


All bedrooms with su fcientspace to allow guests reedom omovement around all urnitureand fttings including so a beds.Rooms small but care ul planningensures best use o space.The ceiling height or the majorpart o the room su fcient or aperson o 6 t to move aroundwithout stooping. Sloping eavesand roo s acceptable provided

they do not impinge on a majorpart o the room.When we assess the acceptabilityo bedroom size, we will takeinto account the usable spaceavailable around urniture andfttings, including so a beds. Thereshould be no restriction o reemovement.Family rooms should be morespacious.Doors and drawers ully openable

without having to move urniture.

All bedrooms more generouslyproportioned with convenientlayout o urniture or practicaluse.Easy and convenient use o

acilities e.g. use o sur aceswithout moving tea tray or TV,access to power points etc.

2.6.5 Suites


Not required. As One Star

2.6 BEDROOMS

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Three Star

HHHFour Star

HHHHFive Star

HHHHH

All bedrooms with good reespace to allow the appropriatelevel o room service.Area available or luggagestorage without cluttering theroom or obstructing access.Consideration given to locationo bedroom acilities, includingpower sockets or ease o use.This also includes televisions beingplaced at a convenient viewing

height and visible rom the bedand rom easy seating.Family rooms to be substantiallymore spacious.

All bedrooms with a very gooddegree o spaciousness, allowingample ease o use or guests andconsiderably exceeding theminimum entry requirements.Provision made or room servicemeals to be eaten in com ort.Where the hotel has a substantialleisure market, the dining com orto both guests in a double / twinroom taken into account.

The signifcant majority obedrooms very spacious, allowinggenerous ease o use ormovement, com ort, dining andrelaxation.All bedrooms with a well-plannedlayout relative to the needs o theguest i.e. business or leisure use.Greater space would be expectedwhere temporary beds or bed-settees are used.

Room size and layout, and deliverymethod ensures the highestguest dining experience or roomservice.

As One Star At least one suite to be available,as either a permanent fxture orby temporary conversion i.e. byopening an inter-connecting room.N.B. A suite consists o at least three separate rooms bedroom,bathroom and sitting room, all with doors.

A number o permanent luxurysuites available.

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One Star

HTwo Star

HH

2.6.6 Bed Size Quality


Minimum bed sizes, including so abeds and bunks, as ollows:

Single: 190cms x 90cms / 6 t 3ins x 3 tDouble: 190cms x 137cms / 6 t 3ins x 4 t 6ins122cms / 4 t beds to be designatedas singles.76cms / 2 t 6ins beds areunacceptable, except in amilyrooms where they are clearlydesignated or children only.So a beds are not acceptable aspermanent bed spaces.Bunk beds (permanent bedspaces) are acceptable or childuse only. When bunk beds areused, guests told when they makethe booking.All beds, including supplementarybeds, such as z-beds, so a beds etc,to be o acceptable quality and ingood condition. They should havea sound base and sprung interior,

oam or similar quality, modern,com ortable mattress.Secure headboard or equivalenton all permanent beds

Beds and headboards o betterquality and condition.

All Star LevelsN.B. Bunk beds should have a minimum 75cms / 30ins clear space betweenthe mattress o the bottom bed and the underside o the top bed. (Bunk bed regulations 1997).

2.6.7 Bed Access


There should be access toboth sides o beds or doubleoccupancy.

Easy access to both sides o bedsor double occupancy.

2.6.8 Bedding Requirements

All Star LevelsTwo sheets, two blankets and a bedspread OR one / two sheets and duvetwith cover per bed. Tog rating appropriate or the time o year and location.Traditional bedding available on request when duvets are provided.Where eather duvets or pillows are used, a non-allergenic alternativeavailable on request.

Two pillows in individual pillowcases, per person.Spare pillows and blankets available on request.Any additional bedding kept in bedrooms to be clean, resh and wrapped.A mattress protector provided or each bed. Plastic or rubber mattressprotectors are not acceptable except or childrens beds.

2.6 BEDROOMS

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Three Star

HHHFour Star

HHHHFive Star

HHHHH

All childrens beds to be ull adultsize. Single: 190cms x 90cms / 6 t3ins x 3 t.So a beds meeting the bed sizerequirements or permanentbeds.Beds and headboards o goodquality and condition.

A choice o larger sized beds.Very good quality beds e.g.pocket sprung mattress andbase, in very good condition withsuperior headboards or similar.

Beds or single occupancy toexceed 90cms / 3 t in width.Beds or double occupancy tobe at least 153cms / 5 t in width.Several beds to exceed this size.Bunk beds are not acceptable.Beds and headboards o excellentquality and condition.


Good access to both sides o bedsor double occupancy.

As Three Star Generous access to both sides obeds or double occupancy


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One Star

HTwo Star

HH

2.6.9 Bedding Quality


Bedding o good quality andcondition. 100% man-made fbresheets are unacceptable

As One Star

2.6.10 Dcor Walls, Ceiling and Paintwork


Dcor in sound condition. A quite good standard o dcorand paintwork.

2.6.11 Heating and Temperature Control


heating provided at no extra cost,and controllable (on / o ) by theguest.Supplementary heating providedin rooms on request whentemperature levels are not withinthe control o the guest e.g. somecentral heating systems.

Heating to come on automaticallyprior to break ast and duringmains hours o guest occupancye.g. check-in and early evening.Heating able to heat the entirebedroom sa ely, quietly,adequately and quickly whateverheating system is used.

Automatic fxed heating at noextra cost.

2.6.12 Lighting


Bedrooms well lit with, asguidance, an overall lighting

level o at least 160 Watts in asingle room and 220 Watts in adouble. A low energy light bulb isacceptable.A shade or cover provided or allbulbs, unless decorative.At least one light controlled romthe door.Bedside reading light or andcontrollable by each person, inaddition to the light controlled

rom the door. However, twin bedsmay share a central bedside light.

Quite good lighting intensity withgreater level o light i.e. higher

wattage. Fluorescent lightingalone is not acceptable.

2.6 BEDROOMS

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Three Star

HHHFour Star

HHHHFive Star

HHHHH

As One Star Bedding o very good qualityand condition. The presentationo the bed enhances the overallimpression o the room.

Beds presented to an excellentstandard. All bedding o thehighest quality and immaculatelylaundered.

A good standard o dcor andpaintwork in good conditionwith some thought given to co-ordination o design.Some use o decorativeenhancements where appropriate.

Very good quality, pro essionallyapplied wall coverings withdecorative enhancements whereappropriate.Dcor and paintwork in very goodcondition.

Dcor showing attention to detailand co-ordination o design, aswell as fnished to a pro essionalstandard. Wall coverings andpaintwork o an excellent intrinsicquality and condition. High qualitypaintings and prints in evidence.

Fixed individually controlledthermostatic heating.

Best practice suggests an e ort bemade to provide ans on request or guests use in hot weather.

Individually controlledthermostatic heating operable 24hours.Fans provided during hot weatherwhen air conditioning is notprovided.

Good lighting intensity withthought given to ambience and

a range o lighting options.Lighting specifcally providedto illuminate the writing desk / dressing table.

Very good levels o lighting withgood positioning and ease o use

including lighting specifcally orthe lobby area, wardrobe area,dining area and easy seating.Two bedside lights in a twinbedded room.

Excellent levels o lighting with arange o separately controllable

options.One bedside light per person.Room lighting controllable romthe bedside.

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One Star

HTwo Star

HH

2.6.13 Windows All Star LevelsAt least one window that can be opened sa ely and which provides goodlevels o direct natural light and ventilation. Windows well ftted, easy to shutand open and remain open. A pole provided to open any Velux-style windowsor skylights.Rooms without windows are not acceptable.Security fttings installed on all bedroom windows where, when open, accesscould be gained rom outside e.g. patio doors and windows near fre escapes.It is acceptable or a bedroom to overlook a large internal atrium. Thebedroom should be ventilated and naturally illuminated.Air conditioning provided where windows are not openable.

2.6.14 Window Coverings


Opaque curtains, blinds or shuttersprovided on all windows includingglass panels to doors, anlights andskylight windows so that guestshave privacy and can exclude anylight rom outside the room. Allwindow coverings to be properlyftted or hung.Curtains large enough to draweasily and completely across the

width and height o the windowwith or without linings.In ground oor bedroomsadditional privacy provided bymeans o a net curtain or blind.

Window coverings o quite goodquality and condition. All curtainslined.

2.6.15 Flooring


All ooring, carpets, rugs, hardwood ooring etc. properly fttedand o an acceptable quality andcondition.Slip-resistant rugs or mats placed bythe bedside where there is no ullyftted carpet.

Flooring o a quite good qualityand condition throughout.

2.6.16 Furniture, Soft Furnishings and Fittings


All urniture, so t urnishings andfttings providing acceptable easeo use and o an acceptable qualityand condition.

All urniture, so t urnishings andfttings providing a satis actoryease o use and o a quite goodquality and condition.

2.6 BEDROOMS

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Three Star

HHHFour Star

HHHHFive Star

HHHHH


Window coverings o good qualityand condition. Curtains, whereused substantial with ample drapeand width.Window coverings providing ullblackout in hotel rooms witha specifc market need, such ashotels in city centres with highlevels o outside illumination andairport hotels with guests on

di erent time zones.

Window coverings o a very goodquality and condition.

Excellent quality window dressing.Window coverings providing ullblackout.

Flooring o a good quality andcondition throughout.

Flooring o a very good quality andcondition throughout.

Flooring o an excellent quality andcondition throughout.

All urniture, so t urnishings andfttings providing good ease ouse and o a good quality andcondition.

All urniture, so t urnishings andfttings providing very good ease ouse and o a very good quality andcondition.

All urniture, so t urnishings, andfttings providing excellent ease ouse and o an excellent quality andcondition.

Furniture includes tables, luggage and clothes storage, seating etc.So t Furnishings include curtains, cushions etc.Fittings include mirrors, light fttings, heating appliances, light shades etc.

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One Star

HTwo Star

HH

2.6.17 Tables


Dressing table or equivalent suchas substantial at sur ace or deskproviding su fcient ree space orpractical use with mirror adjacent.Lighting adequate or use.Conveniently positioned spare13amp power socket.A bedside table or equivalentprovided or each person. Twinbeds may share a bedside table.

N.B. A chair instead o a bedside tableis not acceptable.

Dressing / writing table provided

2.6.18 Clothes and LuggageStorage


Wardrobe or clothes hangingspace.

N.B. An alcove is an acceptablesubstitute but hooks on walls or behind doors are not.

Acceptable drawer or shel space.Drawers running reely and lined

or with an easily wiped interiorsur ace.A raised sur ace that is not a bedor chair, usable or unpackingluggage.The amount o clothes storageprovided suitable or the style ohotel and the number o guests theroom will accommodate.Su fcient at least six goodquality hangers (not wire) perperson.

As One Star

2.6.19 Seating


Single one chair.Double / twin two chairs or onechair plus one stool.Seating provided appropriate tothe style and size o the room.

All chairs upholstered on seat andback. Stools to have upholsteredseats.

2.6 BEDROOMS

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Three Star

HHHFour Star

HHHHFive Star

HHHHH

Dressing / writing table with clearunder-space so guests can easilyuse it.Lighting provided specifcally toilluminate the dressing / writingtable.

Dressing / writing table providingvery good and ample ree space.Occasional / dining tables oappropriate height or dining unless trolleys are used.

N.B. A shel instead o a bedside tableis not acceptable.

As Four Star

Dedicated area or unpackingluggage possibly a moveablestand.

Alcoves acceptable only whenlocated in the entrance or lobbyarea.

A ully ftted or reestandingwardrobe.

N.B. Open alcoves not acceptable.

A generous amount o clothesstorage.A wide range o quality hangersprovided.

Illumination inside the wardrobeexpected.

Single one easy chair. Wherethis is the only chair, considerationgiven or ease o use at thedressing / writing table, or anadditional chair provided.Double / Twin two easy chairsor one easy chair plus oneupholstered stool.

An easy chair has arms, ully upholstered on seat and back and o ers a greater degree o com ort.

Double / Twin two easy chairs(stools are not acceptable).Where the hotels market ispredominantly business clientele,a substantial (armed andupholstered) chair at the dressingtable / desk may replace the secondeasy chair.Seating used or room serviceeating o an appropriate style andheight.

Single one substantial easy chairplus an additional chair providingcom ortable use at the dressing / writing table.Double / twin two substantialeasy chairs plus an additional chairproviding com ortable use at thedressing / writing table.

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One Star

HTwo Star

HH

2.6.20 Mirrors


At least one mirror in the bedroom.I there is only one mirror it should be a ull-length mirror and be placed next to the dressing table sur aceor equivalent. A ull-length mirror is a mirror o suitable size and in aconvenient position or guests to seethemselves rom head to toe.

At least two mirrors in thebedroom, one o which must be a

ull-length mirror and one at thedressing table area.

2.6.21 Beverage Making Facilities


Tea / co ee making acilitiesprovided in bedroom, unless 24hour room service is advertised andavailable.Where only room service isprovided, the availability o ahospitality tray at no extra chargeto be advertised to guests.Fresh milk available on requestand ingredients or making hotdrinks kept wrapped or in liddedcontainers.Kettles should not have to be

operated at oor level.

As One Star

2.6.22 In-RoomEntertainment


Colour TV available in bedrooms.All available channels properlytuned in.Televisions may be sa ely mountedon a wall bracket. Ease o viewingand sa ety taken into accountwhen positioning television.A radio with all available channelsproperly tuned in provided, onrequest, in each bedroom.Where clock radios are used,instructions or use provided andclock set accurately.

As One Star

2.6 BEDROOMS

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As Two Star As Two Star As Two Star

A wider range o hot drinks likelyto be provided e.g. choice o teas,biscuits, and other drinks such ashot chocolate.

As well as 24 hour room service,the availability o a hospitalitytray, i not provided, advertised toguests.

In-room acilities, where provided,o an excellent standard e.g.china cups and teapot, choice ohot drinks including a range ospeciality teas, resh milk, and

reshly ground co ee.

TV remote control provided.Guests able to watch TV incom ort rom both a chair and thebed.Radio provided in each bedroom possibly part o televisioninstallation.

Televisions with generously sizedscreens greater than 46cms / 18ins.

Additional audio-visual optionsprovided as well as terrestrialchannels e.g. in-house channels,CD Player, DVD or video library,satellite, cable, and PlayStation etc.A range o radio channels.

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2.6.23 Communication and Business Services


Bedroom telephone optional.Where not provided, a means ocommunication with sta at nightin the event o an emergency mustbe provided, and advertised in thebedroom.Telephones, where provided,displaying the hotel telephonenumber together with thebedroom extension or telephonenumber.

Telephones, where provided,with instructions on how to useany additional services such astelephone message service, androom-to-room calls.

As One Star

2.6.24 Telephone Charges

(Applicable to all Star Levels)

All Star LevelsWhere telephones are provided, rate card displayed in bedrooms illustratingtypical charges or local, long-distance, international, internet, use o phonecards and connection to mobile phones.Hotels expected to provide, as a minimum, the ollowing in ormation to

guests:The cost o one 5 minute local call at peak rate.The cost o one 5 minute local call at o -peak rate.The cost o one 5 minute long distance call at peak rate.The cost o one 5 minute long distance call at o -peak rate.The cost o one 5 minute international call at peak rates, e.g. USA.The cost o one 5 minute international call at o -peak rate, e.g. USA.

In addition, an explanation o what constitutes a local and long distance callshould be given as well as a clear explanation o peak and o -peak.

2.6.25 Hairdryer (Minimum Entry Requirements)

A hairdryer provided in everybedroom, by 1 January 2008.

As One Star

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Three Star

HHHFour Star

HHHHFive Star

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Direct dial telephone provided.Telephones displaying the hoteltelephone number, the bedroomextension / telephone numberand instructions on how to useany additional services such astelephone message services androom-to-room calls.Notepad with pen or pencilprovided.

An additional socket or internetconnection, where there is abusiness market need (required by1 January 2008).Writing materials, includingstationery.

A minimum o two direct dialtelephones one at the bedsideand one on the desk / dressingtable.Broadband connection (requiredby 1 January 2008).Guests able to call individual hoteldepartments directly.


As One Star An additional hairdryer to beavailable on request when thehairdryer is in a fxed location inthe bathroom.

As Four Star

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One Star

HTwo Star

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2.6.26 In-Room Information


Hotel services and acilities advertisedin all bedrooms, (possibly in a roomin ormation older). This shouldinclude the ollowing whereapplicable:

How to summon assistance in anight-time emergency.Multi-lingual instructions ordiagram or fre evacuationprocedure.Telephone in ormation e.g.charges, internal directory, localservices.Meal times (and menus).Room service menu.Message taking service.Laundry / pressing / dry cleaningservice.How to use TV, radio and allelectrical appliances.Do not disturb notices or gueststo use.Shoe cleaning acilities advertised i

not already in the bedroom.Iron and ironing board advertisedas available, i not already providedin the bedroom, even i a trouserpress is provided in room.

As One Star

2.6.27 Miscellaneous


A waste paper container non-ammable i smoking permitted.

An ashtray where smokingpermitted.A drinking tumbler per guest, in

clear glass, scratchless plastic orwrapped disposable.Su fcient and convenientlysituated power sockets allowing

or the sa e use o all electricalequipment provided.

As One Star

2.6 BEDROOMS

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Three Star

HHHFour Star

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As One Star A more comprehensive guestdirectory.

Consideration given to multi-lingual and visually enhancedmaterial.

As One Star As One Star An in-room sa e (required by 1January 2008).

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One Star

HTwo Star

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2.7.1 Provision


All bedrooms to have en-suitebathroom or shower rooms orprivate acilities, which all have WCand bath or shower.A private acility is one designatedsolely or the occupants o onebedroom, situated close to thebedroom on the same oor andlockable with a key provided.Guests in ormed o this at the timeo booking.

Access to private bathrooms orWCs, or extra public bathrooms,

rom bedrooms via public areassuch as reception or lounge etc. isnot acceptable.A washbasin with hot and coldrunning water and a minimuminternal measurement o 36 x24cms / 14 x 9.5ins. Basin providedin either the bedroom, en-suite orprivate acility.

N.B. An en-suite acility has thebath or shower and WC situated inroom(s) with a door(s) separate to thebedroom. In-bedroom showers are not acceptable.

As One Star

2.7.2 General Quality (applies to all bathroom andshower rooms types)


All bathrooms o acceptablequality and condition with practicalfttings, ooring and dcorproviding ease o use.Practical, well-ftted and easilycleanable ooring.

Best practice suggests that washableooring is more hygienic than

carpeting.

Particular attention given tomaintenance and lighting levels.

All bathrooms o quite goodquality and condition, andproviding satis actory ease ouse with some evidence o co-ordinated fttings, ooring anddcor.

2.7.3 Room Size


Bathrooms o su fcient size oradequate guest com ort and easeo use.

As One Star

2.7 EN-SUITE BATHROOM AND SHOWER ROOMS AND PRIVATE FACILITIES

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HHHHH

All bedrooms to have en-suitebathrooms or shower rooms,which all have WC and bath orshower.A ull-sized washbasin. Wheresited in the bedroom area,likely to be in a vanity unitcommensurate to Three Starquality.

All bedrooms to have en-suitebathrooms. All en-suites with WCand thermostatically controlledshowers. At least hal o these witha bath in addition to the shower.Where there is no bath, the qualityo the shower fttings, waterpressure, space etc. must be o anexcellent standard to compensate

or the loss o the bath.Washbasin situated within the en-

suite acility or designated dressingarea.

All bedrooms with en-suiteacilities with WC, bath and

thermostatically controlled shower.

All bathrooms o good quality andcondition, and providing goodease o use with matched and wellco-ordinated fttings, ooring anddcor.

All bathrooms o very good qualityand condition, and providing verygood ease o use with a superiorstandard o fttings, ooring anddcor.

All bathrooms o excellent qualityand condition, and providingexcellent ease o use with aluxurious standard o fttings,

ooring and dcor.

Bathrooms more spacious andwith a good degree o ree space.

As Three Star Spacious bathrooms withgenerously sized bath, basin andshower.

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One Star

HTwo Star

HH

2.7.4 Water Supply


Su fcient hot water provided at allreasonable times usually 7.00 a.m. until 10.00 p.m.Baths and showers providing astrong and easily adjustable ow owater.

As One Star

2.7.5 Equipment in En-Suiteand Private Facilities

(Applicable to all Star Levels)

All Star LevelsAll bathrooms or shower rooms private and en-suite equipped with:

Internal lock or bolt on all privatebath or shower rooms but notnecessary or en-suites.A mirror situated above or adjacentto the washbasin.Bath or shower, washbasin andmirror.Adequate storage with space orguests own toiletries.Soap and soap dish.Hook or clothes.Non-slip sur ace or mat or use inbaths or showers.Towel rail or equivalent su fcient

or the number o guests in theroom.Conveniently located electric shaverpoint, with voltage indicated.Windows ftted with curtains,blinds or shutters to ensure privacy.Window coverings possibly notnecessary or Velux-style windowsftted in the ceiling and in no wayoverlooked.

All toilets equipped with:A lidded WC.Toilet paper and holder plus sparetoilet paper.A lidded sanitary disposal bin andsanitary bags.

As One Star


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Three Star

HHHFour Star

HHHHFive Star

HHHHH

Su fcient hot water available atall times.

As Three Star. As Three Star.


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One Star

HTwo Star

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2.7.6 Lighting, Heating and Ventilation


Lighting - adequate coveredlighting in all bathrooms, showerrooms and toilets. Lightingprovided above or adjacent to thewashbasin mirror.Heating - adequate heating.Heater light bulbs are notacceptable. All bathrooms with anexternal window require dedicatedheating. A heated towel rail isacceptable.

Ventilation - adequate ventilationand extraction (window orextractor an). Where a Velux-stylewindow or skylight acts as theonly orm o ventilation, a pole orother means o opening shouldbe provided. Opaque windowcovering required (see above under2.7.5).Security fttings installed on anybathroom window, which could bele t open and access gained rom

outside e.g. windows near freescapes.

Combined light and heater is notacceptable.

2.7.7 Towels and Toiletries


A clean, absorbent, cotton handand bath towel provided or eachnew guest and changed everyday except where, as part o anadvertised environmental policy,guests are invited and agree to aless requent change during theirstay.Bathmat. N.B. Paper mats not acceptable.

Fresh soap provided or each newletting. Particular attention paidto the cleanliness and hygieneo liquid soap dispensers whereprovided.

As One Star


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Three Star

HHHFour Star

HHHHFive Star

HHHHH

Good lighting, heating, ventilationand extraction.

A heated towel rail or equivalent(with on / o switch) operationalthroughout the year. Or somemeans o providing guests withadditional dry towels on request.

Excellent light intensity overall,especially at the mirror.Excellent heating, ventilation andextraction.

Generously sized, co-ordinatedtowels o good quality andcondition.Good quality soap, shampoo andbath / shower gel provided.Emergency toiletries such astoothbrush, and disposable razoravailable, possibly or a charge.

A range o very good quality guesttoiletries.

A range o towels which includesbath sheets, robes and ace clothso excellent quality and condition.An excellent range o luxury guesttoiletries ( or example hand soap,bath soap, shampoo, gels, bodylotion, tissues etc).

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One Star

HTwo Star

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2.8.1 General Quality All Public Areas (Bars,Lounges, Reception,Restaurants etc)


Furnishings, fttings and dcor oacceptable quality and condition.Acceptable space and com ort

or guests, relative to thenumber o bedrooms.

Furnishings, fttings and dcoro a quite good quality andcondition.Quite good space and com ort

or guests.Decorative enhancementscreating a welcoming ambience,e.g. pictures, mirrors, plants,ornaments etc.Acceptable space and com ort

or the needs o residents guests

or meals or drinks.

2.8.2 Lighting, Heating and Ventilation


Acceptable levels o lightingappropriately positioned orsa ety and com ort in all publicareas, including su fcient lighton stairways and landings atnight.Good levels o heating andventilation, providing anambient temperature and

adequate air ow at all times othe year.Adequate ventilation i smokingis permitted.

As One Star

2.8.3 Reception Areas / Lobby


A clearly designated receptionacility that is at least a hallway

and either an appropriate atsur ace, a hatch or the useo a table in the hotel o fce.A clearly designated area atone end o a bar counter isacceptable.A bell or internal telephoneprovided to summon attentionwhen sta not present.

The reception acility separaterom a bar counter. A bar usedor reception purposes is not

acceptable.

2.8 PUBLIC AREAS

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Three Star

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Furnishings, fttings and dcoro good quality and condition.Good space and com ort orguests, and non-residents,possibly including separatesitting areas and a choice oseating styles.

Furnishings, fttings and dcor overy good quality and condition.Very good space and com ort orguests, taking into account theneeds o di erent markets (e.g.business or leisure).

Furnishings, fttings and dcoro an excellent quality andcondition, providing an overallluxurious standard.A choice o environments osu fcient size to providegenerous personal space.Additional acilities such assecondary dining, leisure,business centre, spa.

Good levels o lighting withthought given to both intensityand to positioning e.g. orreading menus.

Very good lighting, givingsu fcient light or all practicalpurposes and also designed togood e ect showing o

eatures.

Excellent lighting.Excellent temperature control,which may include airconditioning.

Su fcient space or guestsarriving with luggage.Dedicated reception area withdesk, counter or table.

N.B. A hatch or occasional table isnot acceptable.

Greater amount o space andcom ort (including seating) orarriving and departing guests.

A clearly designated receptionarea within an impressive oyeror entrance hall.

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Hotel Standards FINAL (1)

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