understanding the new star rating system

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

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

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

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



NCR

16 15

32

21

7

20

0

5

10

15

20

25

30

35

NCR



VISAYAS

2

26

48

64

22 25

0

10

20

30

40

50

60

70

Visayas



MINDANAO

25

22

38

27

15

0

5

10

15

20

25

30

35

40

Mindanao


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!

understanding the new star rating system

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