A STAR RATING SYSTEM

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2 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

3 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

4 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, Failte Ireland, Visit Scotland, EU Hotel Union Stars

5 STAR GRADING STANDARDS No global standards each region has specific requirements To 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

6 BENEFITS OF STANDARDS / STAR RATING Traveling and Vacationing Public 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

7 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

8 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

9 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

10 BACKGROUND ON STANDARDS DEVELOPMENT

11 PROJECT TIMEFRAME 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 PUBLIC CONSULTATIONS Oasis Hotel, San Fernando City, La Union Diamond Hotel Philippines, NCR Asturias Hotel, Puerto Princesa, Palawan Paradise Garden Resort, Boracay Island Holiday Inn Clark, Pampanga Hotel St. Ellis, Legaspi City Raddisson Blu Hotel, Cebu City Grand Regal Hotel, Davao City

12 PROJECT TIMEFRAME 2012 June Publication of the National Accommodation Standards for Hotels, Resorts and Apartment Hotels (Official Gazette, National Dailies)

13 PROJECT TIMEFRAME October June Series of Orientation Briefings were made following the Publication

14 The National Accommodation Standards for Hotels, Resorts and Apartment Hotels

15 Categories Dimensions Stars OVERVIEW OF STAR GRADING SCHEME Hotels Resorts Apartment Hotels Arrival/ departure Public areas Bedroom Bathroom Food & beverage (Lounge/Kitchen) Amenities & services Business practices 5 Star 4 star 3 star 2 star 1 star

16 FIVE STAR GRADING SYSTEM 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.

17 STAR BANDS FOR HOTELS, RESORTS AND APARTMENT HOTELS : 25-40% achievement (251 to 400 points) These enterprises appeal to budget minded travellers. There is a limited range of facilities and services. : 40-55% achievement (401 to 550 points) - These enterprises appeal to the tourists seeking more than basic accommodation. They offer expanded facilities and higher level of comfort. : 55 70% achievement (551 to 700 points) These enterprises offer a very good level of accommodation. There are more spacious public areas, higher quality facilities and a greater range of services. : 70 85% achievement (701 to 850 points) - These properties are upscale in all areas. Accommodation is refined and stylish. Service is responsive, often including an extensive array of facilities. : % achievement (851 to 1,000 points) - These properties reflect the characteristics of luxury and sophistication. The facilities are world class in every manner and the meticulous service exceeds all guest expectations.

18 DIMENSIONS 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.

19 MANDATORY M REQUIREMENTS 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 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

20 MANDATORY M REQUIREMENTS (Continued) 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).

21 MINIMUM m REQUIREMENTS 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

22 MINIMUM m REQUIREMENTS (Continued) 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 hours

23 Dimension 1 Arrival / Departure Building Entrance / Exit and Parking 6 Minimum Minimum Minimum Minimum 4 & Entrance / Exit & Parking (if Applicable, if not tick N/A do not score 1.4) Driveway is in a sound condition and free from significant potholes with no obvious obstructions. 0 M M M M M Driveway entrance is clearly marked and is visible at night time. 0 M M M M M Clearly designated parking area with signage that meets the relevant provisions of the National Building Code. 0 M M M M M Valet parking is provided. 3 m m To read the complete National Accommodation Standards, visit:

24 Unacceptable Towels are thin, ripped and in poor condition, major stains. No bath mat 0 Dimension 4 Bathroom Towels Quality and Cleanliness Acceptable Good Very Good Towels are thin but clean and in acceptable condition. Bath mat or equivalent provided Greater range of towels of average quality. Very good range of towels including bathmat, face towel, bath towel and hand towel Excellent Excellent range of towels of thick cotton, % cotton. 8 Outstanding Highest, plush range of towels in as new condition, 100% cotton. Bath sheet provided 10 To read the complete National Accommodation Standards, visit:

25 UNIQUE FEATURES OF THE PHILIPPINES STAR RATING SYSTEM

26 USE OF THIRD PARTY ASSESSORS (GOVERNMENT & INDUSTRY ASSESSMENT)

27 Front and Back of the House Assessment (kitchen, safety systems, engineering & maintenance)

28 INCLUSION OF SOCIAL STANDARDS (Barrier-Free Tourism / Accessible Tourism features) 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

29 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)

30 Pre arrival On site Results STAGES OF THE STAR GRADING SCHEME Self assessment conducted by the establishment Establishment advised by DoT approximate date of visit thru a Notice of Audit Auditor conducts on site visit with DoT area officer Audit Checklist is completed Data is encoded online Review & Validation process Appeals for Re- Audits Grading is valid for 2 years Periodic inspections by oversight committee

31 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

32 STAR RATING IMPLEMENTATION

33 PROJECT TIMEFRAME 2013 July - September 2013 AUDITOR SELECTION July 2013 July - August 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 Acceptance (online) of Applications of Interested Applicants thru DOT-AD Review/Shortlisting of Applications TOTAL APPLICATIONS RECEIVED: 86 APPLICATIONS SHORTLISTED: 55 APPLICANTS TRAINED: 39

34 PROJECT TIMEFRAME 2013 September 2013 (until 1 st week of October) Interview of Shortlisted Applicants (Manila, Cebu and Davao) TOTAL ASSESSORS HIRED: 35 LUZON: 27 VISAYAS: 6 MINDANAO: 2

35 PROJECT TIMEFRAME October 2013 ASSESSOR S TRAINING 2013 Conduct of CAPACITY BUILDING ON QUALITY AUDIT IN THE ACCOMMODATION SECTOR, a four-day training/seminar of Third Party Assessors and DOT Accreditation Officers with Mr. Geoff Penrose (in 2 batches) held at Traders Hotel Manila. Special topics were discussed by selected Resource Speakers from the Accommodation Establishment Safety and Security Coordinating Council, Inc. and United Architects of the Philippines. Includes mock audits of identified properties.

36 QUALITY TRAINING FOR DOT ACCREDITATION OFFICERS & THIRD PARTY ASSESSORS

37 QUALITY TRAINING FOR DOT ACCREDITATION OFFICERS & THIRD PARTY ASSESSORS

38 QUALITY TRAINING FOR DOT ACCREDITATION OFFICERS & THIRD PARTY ASSESSORS Furniture Lighting Flooring Wall Covering

39 Principles of Design SketchUp Room Design QUALITY TRAINING FOR DOT ACCREDITATION OFFICERS & THIRD PARTY ASSESSORS

40 QUALITY TRAINING FOR DOT ACCREDITATION OFFICERS & THIRD PARTY ASSESSORS Quality of Cutlery, Crockery, Glassware, etc Table Settings

41 QUALITY TRAINING FOR DOT ACCREDITATION OFFICERS & THIRD PARTY ASSESSORS Quality Linens Towels

42 PROJECT TIMEFRAME DEPLOYMENT OF ASSESSORS December 2013 June 2014 Auditors are deployed nationwide doing incognito audits and inspection proper with the DOT Area Officers. July 2014 to 2015 Review and Revalidation of Audit Reports

43 120 REGIONAL DISTRIBUTION OF THE AUDITED ESTABLISHMENTS Total = Hotels Resorts Apartment Hotel

44 DISTRIBUTION OF ESTABLISHMENT PER RATING (as of 15 June 2015) Nationwide 5 STAR 4 STAR 3 STAR 2 STAR 1 STAR Not Rated *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

45 PROFILING OF RATED ESTABLISHMENTS: LUZON EXCEPT NCR Luzon 5 STAR 4 STAR 3 STAR 2 STAR 1 STAR Not Rated

46 PROFILING OF RATED ESTABLISHMENTS: NCR NCR 5 STAR 4 STAR 3 STAR 2 STAR 1 STAR Not Rated

47 PROFILING OF RATED ESTABLISHMENTS: VISAYAS Visayas 5 STAR 4 STAR 3 STAR 2 STAR 1 STAR Not Rated

48 PROFILING OF RATED ESTABLISHMENTS: MINDANAO Mindanao 5 STAR 4 STAR 3 STAR 2 STAR 1 STAR Not Rated

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50 SUMMARY This 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

51 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

52 THANK YOU!