Kingdom of Cambodia Ministry of Tourism Nation Religion 3 King ANUKRET On Hotels and Accommodation Services Classification Sub-Decree No. 16 អនរក.បក Dated June 11, 2004 1
Cambodia: Kingdom of Wonder Encouragement and Promotion of Competitive Movement - Clean City - Clean Resort - Good Service No. A3, Street 169, Sangkat Veal Vong, Khan 7 Makara, Phnom Penh, Cambodia. Tel: (855-23) 213 741, Fax: 855-23 220 704 E-mail: admin@mot.gov.kh / Web Site: www.mot.gov.kh 2
The Royal Government of Cambodia No 16 អនរក.បក KINGDOM OF CAMBODIA Nation Religion King ANUKRET On Classification Hotels and Tourist Accommodation Services 3 The Royal Government - Having seen the Constitution of the Kingdom of Cambodia, - Having seen Royal Decree No. អន/រកត/1198/72, dated November 30, 1998 on establishment the Royal Government of Cambodia, - Having seen Royal Kram No. 02/នស/94, dated July 20, 1994 on promulgated the Law on Organization and Functioning of the Office of the Council of Ministers, - Having seen Royal Kram No. នស/រកម/0196/15, dated January 24, 1996 on promulgated the Law on the Establishment of the Ministry of Tourism, - Having seen Sub Decree No. 34 អនរក.បក, dated August 05, 1997 on organizing and functioning of the Ministry of Tourism, - Having seen Sub-Decree No. 26 អនរក.បក, dated May 03, 2000, on restructuring of Function and Roles and the Creation of Jurists Group and Department of ASEAN and International Cooperation of the Ministry of Tourism, - Pursuant to the approval of the full session of the Council of Minister on 14 May 2004. 3
HEREBY DECIDED Chapter One Article 1: This sub-decree aims to provide the classification to Hotels and Tourist Accommodation Services, emphasizing the level of qualities, services, equipments and furniture of the hotel and tourist accommodation services to comply with international regulation. Article 2: This sub-decree applies to and covers all the hotel and tourist accommodation services in the Kingdom of Cambodia. Article 3: The hotel and tourist accommodation services is a basis supporting of accommodation services like rooms, bed and sufficient facilities and other services according to each business types: Hotel, Motel, Lodge, Bungalow, Hotel Apartment, Suite Hotel, Resort Hotel, Guest House and Tourist Camping that are defined in the Annex 5 and other accommodation services to serves the tourists. Article 4: This classification not complies with any of accommodation services which has nonsufficient facilities with condition of the minimum standard of the hotel and accommodation service classification such as small guest house, home-stay or rental flat in short or long term for Cambodian people or foreigners. Article 5: The Ministry of Tourism has duties to manage and assessing the classification on the hotel and tourist accommodation services in the Kingdom of Cambodia. Chapter Two Hotel Classification Article 6: The Ministry of Tourism has to prepare the standard classification and the guideline to assess the classification of the hotel and tourist accommodation services. The hotels must have the Hotel Classification by following to classification standard system that are defined by the Ministry of Tourism as in the Annex 1, Annex 2, Annex 3, and Annex 4. For the other tourist accommodation services must have the classification standard system which is determined by Ministry of Tourism. Article 7: The main principles for assessing the hotel and tourist accommodation services classification: - Location, Architecture and Landscape including with quality and property outline of building, scenery, hotel public space and guest rooms. - The furniture facilities including with floor, wall, curtain, electric light, electronic control system, furniture, information and telecommunication. 4
- Sanitary and maintenance including with guest room, bath room, public space and entertainment. - Services and quality of service including with uniform, staff attitude to guest, management and communication between staff and guest, safety and security. - Food services: using local products with high quality and hygiene including with restaurant, in room food service, quality of food, number of food, table decoration and other. - Khmer traditional music and dances. Article 8: The hotel and tourist accommodation which has classified level, only if it has Tourism License (validity) and some requirement documents as follow: - Certificate of Business Registration - Permission Letter to construction building - Certificate of Insurance. - Clarification Letter to ensure the security, safety and fire protection in the building - Environment protection - Good Sanitary - Comply with law and others state procedures Article 9: The label of the hotel classification shall be specifies by star, from one star, two stars, three stars, four stars and to highest five stars comply with the classification assessment system. The other label of the tourist accommodation service classifications is determined by regulation (PRAKAS) of the Ministry of Tourism. Article 10: The other label of the tourist accommodation service classifications is determined by regulation (PRAKAS) of the Ministry of Tourism. Chapter Three Applying for Classification for Hotel and Tourist Accommodation Service Article 11: The business owner/manager have to apply the classification application at Ministry of Tourism by completing the sample request were prescribed in Article 8 of this Sub-Decree and other requirements which is defined by the Ministry of Tourism. Chapter Four Procedure Management and Classification Validity Article 12: The Ministry of Tourism shall establish the Classification Committee of the hotel and tourist accommodation services that is called K.R.C, which is joined by representative of the private sector. The K.R.C shall lead by the general expert of department and secretariat expert of department. 5
Article 13: Having received the corrective application form, K.R.C shall appoint the inspection team to collect data and assessment of the hotel and tourist accommodation services not more than 20 days of working day. The payment of inspection and assessment of the hotel and tourist accommodation service classification shall defined by Ministry of Tourism which has not consulting with Ministry of Economy and Finance. Article 14: The hotel classification can be done more than one time as requested by the owner/manager of the hotel and tourist accommodation services. Article 15: The inspection team of the classification committee shall show the officially identify card and the letter of appointment, during inspection the hotel and tourist accommodation services, to the hotel owner/representative. The inspection team shall prepare notes and reports on inspection result and recommendation of the classification level, with the implementation of the classification system basis. Article 16: The classification committee shall check and comment in first phase with the implementation of the main basis as follow: - Application form for classification request. - Inspection notes. - Report of the classification committee assessment. - The documents and other concerned informations. Article 17: After completely checked of the inspection team of classification committee, the classification committee shall issue the letter notes on the first phase assessment to the proposer which has not more than 20 working-days (twenty days). After the said letter notes worked 15 working-days (fifteen days), if do not received any disapprove notes from proposer, the first phase assessment result are considered active. The Ministry of Tourism shall issue the certificate and certifies the formal letter of classification from Minister of the Ministry of Tourism which has not more than 15 days (fifteen days) of working days. Article 18: After received the letter notes from the first phase assessment with the clear information, the proposer has right to complain of the first phase assessment of hotel and tourist accommodation classification of his/her results, and can request the re-assessment which has not more than 15 working- days (fifteen days). In this case, the classification committee shall comply with procedures were prescribed in Article 13 and Article 17 of this regulation (Prakas). Article 19: In case of, the hotel and tourist accommodation services can not completed the minimum standard classification system as in the classification system of the Ministry of Tourism; the classification committee shall issue the latter note s reply and certifies clearly of the reasons to the proposer. 6
Article 20: The hotel and tourist accommodation services have two-year validity (2 years). The owner/manager of the hotel and tourist accommodation services shall apply for the renewal of the hotel classification in 90 days of working day. The hotel and tourist accommodation services can be upgraded, downgraded, suspended or it is denied during validity of its classification. Article 21: Using the hotel and tourist accommodation services over due date or spread out of the hotel classification without accepted by the Ministry of Tourism shall be illegal. Chapter Five Penalties Article 22: The owner/manager of the hotel and tourist accommodation services who commits a violation of Article 6, Article 21 of this Sub-Decree shall be fined administratively from one million Riel (l, 000,000 Riel) to five million Riel (5,000,000 Riel). In case of a repeat offense, shall be fined in double of administratively. Chapter Six Final Provision Article 23: Any provision contradic to this Sub-Decree is hereby void. Article 24: Minister of the Office of Council of Ministers, Minister of the Ministry of Tourism, Minister of the Ministry of Economic and Finance, Co-Minister of the Ministry of Interior, Minister of the Ministry of Commerce, Minister of the Ministry of Environment, Minister of the Ministry of Health, Minister of the Ministry of Land Management, Urban Planning and Construction, Co-Minister and Minister and Secretary of State of all ministries and State secretariats have to implement effectively this Sub-decree in their respective jurisdiction from the date of signature. Phnom Penh, dated 11 June 2004 Prime Minister Seal and Signature Copy to: Samdech Akka Moha Sena Padei Techo Hun Sen - Ministry of Royal Palace, - Secretariat General of the Senate, - Secretariat General of the National Assembly, - Cabinet of Samdech Prime Minister, - General Secretary of Royal Government - As prescribed in Article 24, - Archives - Chronicle 7
Annex 1 of the Sub-Decree No. 16 ANK.BK, dated 11 June 2004 on the Hotel and Tourist Accommodation Services Classification Ministry of Tourism Hotel Classification Committee Minimum Standard For Cambodia s Hotel Classification No. Description Below-Star One-Star Two-Star Three-Star Four-Star Five-Star 1 Location, Architecture & General Aspect 1.1 Hotel location -Average -Average -Easy traffic -Average -Easy traffic -Above average -Easy traffic -Good -Well maintained -Easy traffic -Special location -Large -Well maintained -Easy traffic 8
1.2 Gate, entry and exit ways of the hotel and general aspect of the hotel (building) 1.3 Gardens and general aspect -Well maintained -Khmer architecture -Clean & Well maintained -Khmer architecture There are places for plants -Clean & Well maintained Khmer architecture There are places for plants -Easy access -Properly organized as needed -Roof & gate with Khmer architecture Fairly well maintained -Easy access -Properly organized as needed with good views -Roof, gate & exterior with Khmer architecture Large and well maintained -Easy access -Properly organized as needed with flawless views -Roof, all entry & exit gates & exterior with Khmer architecture Flawlessly organized and well maintained 2 Car Parks 2.1 Number of car parks 15% of total room number 15% of total room number 20% of total room number 25% of total room number 30% of total room number 2.2 Car parks with guards and lighting X X X 2.3 Car parks with safety fence X X 9
2.4 Car parks for handicapped people X 3 Reception Lobby 3.1 Minimum square meters of space 3.2 Reception lobby separated from business places, such as restaurants 3.3 Capacity of seats for guests 3.4 Minimum number of rooms 4 Lifts 9m2+1m2 for the number of rooms over 20, the minimum space is 20m2 20m2+1m2 for the number of rooms over 20, the minimum space is 30m2 30m2+1m2 for the number of rooms over 20, the minimum space is 40m2 40m2+1m2 for the number of rooms over 20, the minimum space is 80m2 40m2+1m2 for the number of rooms over 20, the minimum space is 120m2 X X X X 40m2+1m2 for the number of rooms over 20, the minimum space is 160m2 2 4 6 8 10 with writing desks 5 5 10 20 30 40 4.1 Lifts for guests X X X Separate lifts for hotel services X X 4.2 10
Size of rooms 5 Based on double bedroom, including a bathroom, excluding 12m2 14m2 18m2 21m2 24m2 28m2 5.1 veranda Minimum number & 1% at least, 48m2 5% at least, 56m2 5.2 size of suite rooms 6 Guest room equipment, utilities and services 6.1 Air-conditioners X X X X X 6.2 24-hour cool and warm water (sufficiently clean with quality) 6.3 Guest rooms with bath tubs X X X X X At least 50% of rooms At least 80% of rooms All rooms 6.4 Guest rooms with shower One shower for 4 rooms All rooms All rooms All rooms 11
6.5 Executive floor X 6.6 Telephones in guest rooms X X X X 6.7 Wake-up calls X X X 6.8 6.9 IDD connection for all rooms X X X Small refrigerator in 50% of all guest rooms rooms 80% of all rooms All rooms 6.10 Safe for guests' valuables 50% of all rooms All rooms 6.11 Laundry services may be available X X X 6.12 Dry clean services X X 6.13 Laundry in the morning, clean clothes returned to guest rooms in the evening X X 6.14 News supply services Local news Local and international news Local and international news 6.15 Drinking water (free) X X X X X X 12
6.16 Irons and iron pads As requested by guests As requested by guests As requested by guests As requested by guests 7 Furniture and facilities in guest rooms 7.1 Bed size (width x length) -1 person (0.9 x 1.8m) -2 persons (1.4 x 1.8m) -1 person (0.9 x 1.8m) -2 persons (1.4 x 1.8m) -1 person (1 x 1.8m) -2 persons (1.4 x 1.8m) -1 person (1.1 x 1.8m) -2 persons (1.4 x 1.8m) -1 person (1.2 x 2m) -2 persons (1.8 x 2m) -1 person (1.4 x 2m) - 2 persons (2 x 2m) 7.2 Bedside table 1 1 1 for one bed 2 for double bed 3 for twin beds 2 for double bed 3 for twin beds 7.3 Table and sofa chairs 1 1 1 1 for one bed 1 for one bed 1 for one bed 7.4 Wardrobe with clothe hangers X X X X X X 7.5 Shelf for suitcase X X X X 7.6 Mirror X X Full standing position mirror 13
7.7 Writing desk with chair X X X X 7.8 Desk lamp X X 7.9 Lying chair X X Cupboard for a small 7.10 refrigerator X X Emergency exit 7.11 X X X X X X tracks 7.12 Waste bins X X X X X X 7.13 Night curtains X X X X X X 7.14 Day curtains X X X X X X 7.15 Thick curtains X X 7.16 TV X X X X X 7.17 Cable or satellite TV X X 7.18 Electricity control system 7.1 9 Other equipments 8 Bathroom equipment X X Close to sleeping bed X Modern control system close to sleeping bed 8.1 Mirror with lighting X X X X X X X 8.2 Bathroom in guest rooms One bathroom for 4 guest rooms X X X X X 14
8.3 Hair dryer X X 8.4 Telephones X X 8.5 Music played X 8.6 Bath towels 1 1 1 2 2 2, changed as requested 8.7 Hand towels 1 1 2 2 2, changed as requested 8.8 Face towels 2 8.9 Pre and post 1 for one guest 1 for one guest bathrobes -Soaps -Bath soaps -Shampoo 8.10 Hygienic materials Soaps -Soaps -Hygiene bags -Soaps - Shampoo - Hygiene bags -Soaps - Shampoo -Bath gel -Hygiene bags -Soaps -Bath soaps -Shampoo -Bath gel -Hygiene bags - Bath cap - Toothbrush and toothpaste -Bath gel -Body lotion -Comb -Toothbrush and toothpaste -Hygiene bags -Bath cap - Needle and thread - Razor 15
8.11 Scale X 8.12 Clothe hangers X X X X X X Accommodation 9 Services Guest room cleaning X X X X X 24 hours 9.1 services 9.2 Hotel public space cleaning services X X X X X 24 hours 9.3 Guests' luggage X X 24 hours delivery service Additional bed as X X X 9.4 requested Rooms for X X 9.5 9.6 handicapped persons Change of bed sheet, cushion sheet, pillow sheet and materials in guest rooms and bathrooms Twice a week or when guests check out Twice a week or when guests check out Every other two days or when guests check out Every other two days or when guests check out Every day Every day or as requested 9.7 Internet connection in 50% of guest All guest rooms guest rooms rooms 9.8 Connecting rooms At least 4 At least 8 9.9 Preparation of transport services X X X 9.10 Limousine services X 16
9.11 Mail services X X X X X Safe for guests' 9.12 deposits at reception X X X X X 10 Decoration 10.1 Decoration in guest rooms Exhibition of artifacts or paintings that reflect Khmer culture at reception and 10.2 corridors Food and Drink 11 Services 11.1 In-room food services Food coupons for 11.2 guests On-going maintenance Appropriate materials for comfort and on-going maintenance Quality materials for comfort and good maintenance X X X Standard quality materials for comfort and good maintenance Good quality Interior decoration with high-level comfortable materials designed by artists and good maintenance High quality, well exhibited X Interior decoration with various flawless materials designed by artists and good maintenance Flawless quality, appropriately well exhibited X X X X 17
24-hour in-room food 11.3 and drink services Minimum food services at a certain location in 11.4 hotel X Number of restaurants 11.5 with separate kitchens Refreshment place 11.6 with accompanying music Bar with separate 11.7 entry and exit Clean table sheet and 11.8 napkin for general food 11.9 Separate clean table sheet and napkin for breakfast, lunch, and dinner 2 for 100 to 250 rooms 2 for 100 rooms and and 3 for 251 rooms 1 1 above and above X X X X X X X 18
11.10 Number of chairs in restaurant Proportionate to the hotel size Proportionate to the hotel size At least, 45% of number of rooms At least, 50% of number of rooms, and serving 24 hours 11.1 Decoration and equipment in restaurants Clean and ongoing maintenance Clean, wellequipped, & well decorated - Clean, wellequipped -Furnished, and well-decorated High level of cleanliness and equipment with flawless furniture and well decorated Large variety of high- standard food, wine, and drinks 11.12 Ordinary Appropriate Many choices of Level of services in restaurants standard food and good services 11.1 3 Private rooms All restaurants 11.14 Serving local food At least 4 kinds At least 4 kinds of Large variety of of food food choices 11.15 Hygiene Comply with Comply with Comply with Comply with Comply with technical technical technical technical technical specification specification specification specification specification Comply with technical specification 19
11.16 Hotel that use local product that is of high quality and good hygiene X X X X X X 12 Equipment for Conference Rooms & Banquet Rooms 12.1 Conference equipment X X X 12.2 Private rooms for small and mediumsize meetings with X X X minimum capacity of 20 people 12.3 Large rooms for different functions X 12.4 Audio equipment Minimum Sufficient Sufficient high-tech 12.5 Decoration in conference rooms and banquet rooms Good and attractive furniture equipment High-quality furniture and equipment equipment Flawless decoration, high-quality soundproof furniture, and lighting 20
13 Hotel Public Space 13.1 Entry, corridors, large lobby reception, other exits/entries Comply with safety and fire prevention measures Comply with safety and fire prevention measures 13.2 Entries/exits for handicapped persons 13.3 Wheel chairs for handicapped persons 13.4 Public restrooms -Clean with good maintenance -Separate for men and women with signs Comply with safety and fire prevention measures - Comply with safety and fire prevention measures -Decoration and size appropriate to the number of hotel rooms - Comply with safety and fire prevention measures -Good signage and decoration, comfortable and large, with easy movement X Comply with safety and fire prevention measures, flawless decoration with places for reading and writing X X X X -Clean with good maintenance -Separate for men and women with signs -Clean with good maintenance -Separate for men and women with Signs -Clean with good maintenance -Separate for men and women with signs X -Clean with good maintenance -Separate for men and women with signs 21
13.5 Public phones X X 13.6 Ash trays (standing) X X X X X X 14 Business Center in Hotel 14.1 International telephone services In a common Office In a common office In a separate office In a separate office In a separate office 14.2 Sending and In a common In a common In a separate office In a separate office receiving facsimile office office 14.3 Internet In a common In a separate office In a separate office office 14.4 Secretary X In a separate office 15 Entertainment 15.1 Swimming pool X X 15.2 Tennis court in hotel compound X 15.3 Gymnasium X X 22
15.4 Shops Necessary bath room utilities and news Shop with varieties of goods and souvenirs Shopping center 15.5 News for guests Available Shelves with information documents 15.6 Children's play ground in hotel 15.7 Rooms for children to play with supervision Shelves with information documents -Shelves with information documents -Provision of news at reception Shelves with large varieties of information and sufficient information provision services X X Separate information place and booking service available X 16 Staff and Management 16.1 Hotel uniform X X X X X A number of Khmer 16.2 uniform X X Khmer uniform for staff dealing directly with 16.3 Guests X X X 16.4 Dining room for staff X X X 16.5 Bathroom and dressing room for staff X X X X X X 23
16.6 Presence of supervisors during the day 16.7 Presence of supervisors at night 16.8 Duty manager X X X X 16.9 Guests' comment card X X 17 Health Services 17.1 Medical doctors By phone By phone By phone By phone By phone By phone 17.2 Emergency aid kids X X X X Everywhere Everywhere Khmer Traditional X X X X X X 18 Music and Dances X X X + Notes: -The total number of items for inspection of each hotel is 126 -"X " means a must 24
ANNEX 2 of The Sub-Decree No.16 ANK.BK, Dated 11 June 2004 On the Classification of Hotels and Tourist Accommodation Services Ministry of Tourism Hotel Classification Committee Grade Table for Hotel Classification Name of Hotel :... Name of Owner/Manager :... Hotel Address :... Inspection Date :.. Inspection Sequence :... Nº DESCRIPTION SAMPLE GRADE 1 Location, Architecture and Landscape 1-1 Hotel location -Special location 30 -Good 25 -Fairly good 20 -Average 10 1-2 Access to main entrance from property line (Building) With national characteristics, Khmer architecture and design 10 Hotel name plate with Khmer letter bigger that foreign letters 10 -Simple with good organization 5 1-3 Gardens and Landscape -Large luxurious organization and well maintained or 15 Well organized and maintained or 10 -Appropriate spaces for growing plants 5 REAL GRADE OTHER 25
2 Car Parks 2-1 Number of car parks lot 30% and above of total room number 10 25% and above of total room number 8 20% and above of total room number 6 15% and above of total room number 4 Below 15%of total room number 2 2.2 Car parks manned and lighted 3 2.3 Car parks fenced with security 3 2.4 Car parks lots for handicapped 2 3 Reception Lobby 3-1 Minimum square meters of space 160 m2and above 10 120 m2and above 8 80 m2and above 6 40 m2and above 4 30 m2and above 3 20 m2and above 2 3-2 Reception lobby - Separated from other business area 4 - Mixed with other business area, such as restaurants or souvenir shops 2 3-3 Capacity of seats for guests 10 places and above 6 8 places and above 5 6 places and above 4 4 places and above 3 2 places and above 2 3-4 Number of rooms Over 200 rooms 30 101-200 rooms 25 51-100 rooms 15 5-50 rooms 10 4 Lifts 4.1 Lifts for guests 5 4.2 Separate lifts for hotel services 5 5 Size of rooms 5-1 Room for two persons (Including a bathroom, excluding balcony) 28 m2 and above 10 24 m2 and above 8 21 m2 and above 6 18 m2 and above 4-14 m2 and above 2 5-2 Minimum number of suite rooms & size -At least 5%(Suite room size is 56 m2) 4 -At least 1 %( suite room size is 48m2) 2 26
6 Room facilities 6-1 Air-conditioning 100%of total room number 10 Over 75%of total room number 8 Over 50%of total room number 6 Over 25%of total room number 3 6.2 24 hours cold and hot water (sufficiently clean with quality ) 5 6-3 Rooms with bath-tab -100%of total room number 10 Over 80%of total room number 8 -Over 50%of total room number 6 6.4 Rooms with shower 5 6.5 Executive floor 5 6-6 Telephone in room 100%of total room number 8 Over 75%of total room number 6 Over 50%of total room number 4 Over 25%of total room number 2 6.7 Wake-up call 6.8 IDD lines to all rooms 5 6-9 Mini bar in room 100%of total room number 10 Over 80%of total room number 8 -Over 50%of total room number 6 6-10 Safe in rooms 100%of total room number 8 -Over 50%of total room number 4 6.11 Laundry service 2 6.12 Dry cleaning service 2 6.13 Same day laundry delivery 2 6.14 Newspaper supply 2 6.15 Drinking water (free) 2 6.16 Iron and iron board 2 7 Room Furniture 7-1 Bed size (for one person) 1.2m x 2m and above 6 0.9m x 1.8m and above 3 Bed size (for two persons) 1.8m x 2m and above 6-1.4m x 1.8m and above 3 7.2 Bedside table 2 7.3 Table and sofa chairs 2 7.4 Wardrobe and coat hangers 1 7.5 Suitcase stand 1 7-6 Mirror 27
- Full length mirror 2 - Ordinary mirror 1 7.7 Writing desk with chair 2 7.8 Desk lamp 1 7.9 Easy chair or couch bed 2 7.10 Mini fridge cabinet 1 7.11 Emergency route escape plan 2 7.12 Waste paper basket 1 7.13 Night curtains 2 7.14 Day curtains 2 7.15 Black out curtains 2 7-16 Television 100%of total room number 10 Over 75% of total room number 8 Over 50% of total room number 6 -Over 25% of total room number 4 7.17 Satellite channel cable TV 5 VTR/Play back recording 3 7.18 Electricity control system Modern control system close to bed 5 -Ordinary control system 2 7.19 Other facilities -Bath mat 1 -Ashtray 1 -Shoe brush and polish 1 Shoe polishing service 1 -Door lock with chain 2 -Door lock using smart card 3 -Door with magnifying peek hole 2 -Document folders Paper & pens 1 Map 1 Newspapers & magazines 1 News tables 1 -Mattress, bed sheet, pillow, and blanket Clean with high quality 10 Good quality 8 Fairly good quality 6 Average quality 4 -Tea pot, tea cups, glasses, thermos 2 -Slippers (used in guest rooms) 1 -Sewing kit 1 -Other utilities 2 -Quality of equipment and materials (wood, textile, electricity, porcelain, crystal, and others) 28
Luxurious & of high quality 20 Good quality 15 Fairly good quality 10 Average quality 5 -Decoration for guests rooms A variety of facilities with good 15 decoration Facilities well organized 10 -Decoration in guest rooms shows national identity 10 8 Bathroom equipment 8-1 Mirror with proper lighting 2 8-2 Toilets in rooms 3 8-3 Hair dryer 1 8-4 Telephone 2 8-5 Music 2 8-6 Bath towels per room -2 changed as requested 2-1 as usual 1 8-7 Hand towels per room 1 8-8 Face towels per room 1 8-9 Bathrobe 2 8-10 Description of toiletry amenities -Bath soap 1 -Shampoo 1 -Bath gel 1 -Shower hat 1 -Toothbrush and toothpaste 1 -Comb 1 -Shaving kit 1 -Tissue 1 -Body lotion 1 -Sanitary bag 1 8-11 Scale 1 8-12 Bed size (for two persons)bed size (for 1 two persons)cloth holder or hooks Bed size (for two persons)decoration and quality for bathroom -Luxurious with special quality 20 -Good quality 15 -Fairly quality 10 -Average quality 5 9 Accommodation Services 9-1 Housekeeping service -24 hours 10 -Once per day 5 9-2 Common and public area maintenance 29
-24 hours 10 -Once per day 5 9-3 Luggage service -24 hours 10 -Once per day 5 9-4 Third bed available on request 5 9-5 Rooms for disabled 3 9-6 Frequency of change of bed linen and toiletry amenities -Daily or on request 20 -Daily 15 -Every other two days or when guests check out 10 -Twice a week or when gusts check out 5 9-7 Internet connection in room -All rooms 10 -Over 50 % of total rooms 5 9-8 Connecting rooms -Minimum 8 4 -Minimum 4 2 9-9 Transportation arrangement 5 9-10 Limousine service from hotel 10 9-11 Postal service 3 9-12 * Safe deposit boxes at reception 5 * Level of guest services -Full service 20 -Moderate service 15 -Limited service 10 10 Decoration 10-1 Decoration for guests rooms -Luxurious 20 -Good 15 -Fairly 10 -Average 5 10-2 Artifacts or paintings reflecting Khmer culture at reception and corridors 10 11 Food and Beverage Services 11-1 Breakfast served in room 5 11-2 Room service menu 3 11-3 24 hours room service 5 11-4 Minimum food service available in 3 allocated area in hotel 11-5 Number of restaurants with separate kitchen -1 restaurant 5-2 restaurants and above 10 11-6 Cocktail lounge with live music 5 30
11-7 Bar with separate entrance from other outlets 3 11-8 Table cloth and napkins for main meals 3 11-9 Table cloth and napkins for main meals and breakfast 5 11-10 Number of chairs in restaurant -Over 50% of total rooms, and open 24 10 hours -Over 45% of total rooms 6 -Below 45% of total rooms 4 11-11 Decoration of outlets in restaurants -Luxurious 20 -Good 15 -Fairly good 10 -Average 5 11-12 Level of services in restaurants -Full service 20 -Limited service 10 11-13 Private rooms 5 11-14 Local food provided -Good choice 10 -Below four dishes 5 11-15 Hygiene -Well maintained and hygiene standard conformed to regulation -Hygiene standard conformed to 10 regulation 11-16 Hotel uses the local product that is high quality and good hygiene 10 12 Meeting banquet facilities 12-1 Facilities for meeting -Large conference room with full equipment of high technology 12-2 Special room for small and medium meetings for minimum 20 pax 10 12-3 Large rooms for large function of any type 12-4 Audio, Video equipment 5 12-5 Decoration for conference room and banquet room -Luxurious 20 -Good 15 -Average 10 13 Common and Public areas 13-1 Main entrance, corridor, halls, lobbies, access. 15 15 10 31
-Luxurious decoration with areas for resting, reading, and writing 15 -Good decoration with good size for comfort and circulation 10 -Conformed to fire and safety regulation 5 13-2 Access for disabled 3 13-3 Wheel chair for disabled 3 13-4 Public toilets -Clean, well maintained, separate male 15 and female with sign, full toiletry product attended regularly and near to public area -Clean, maintained regularly with sign, separate male and female 10 -Maintained with sign separate male and female 5 13-5 Public phones available 5 13-6 Ashtrays (standing) 3 14 Business facilities in hotel 14-1 International calls services -In private office 4 -In common office 3 14-2 Fax forwarding / receiving -In private office 4 -In common office 3 14-3 Internet service -In private office 4 -In common office 3 14-4 Secretarial services -In private office 4 -Secretarial services 3 15 Recreation facilities 15-1 Swimming pool 10 15-2 Tennis court in hotel premises 10 15-3 Gymnasium facilities 10 15-4 Shops -Shopping arcade 8 -Drugstore and souvenirs 6 -Emergency toiletry and newspaper 4 available 15-5 Information for tourists -Full information service and rack with brochures at concierge desk 5 32
-Rack with brochures, information available at reception desk 4 -Rack with brochures for guests 3 15-6 Children activities/toys at the hotel 4 15-7 Special room for children activities/toys and supervised 6 16 Employees and Management 16-1 Uniform 3 16-2 Minimum Khmer design uniform 5 16-3 Khmer design uniform for guest contact employee when suitable 10 16-4 Staff canteen 3 16-5 Staff restroom and changing room 3 16-6 Presence of manager during day 3 16-7 Presence of manager at night 3 16-8 Duty manager in main lobby 5 16-9 Guests comments form available 3 Hotel manager -Bachelor degree in tourism or hotel management and functional fluency in 10 foreign language -Bachelor degree and training in hotel 5 management for at least 12 months, and functional fluency in foreign language. -Staff have attended the training in hotel management and tourism 100% 20 Over 90 % 15 Over 80% 10 Over 50% 5 -Receptionists Fluent in one language 4 Fluent in at least two foreign languages 8 17 Medical Services 17-1 Doctor on call 5 17-2 First aid kit -In all outlets 5 -At some places 3 18 Khmer Traditional Music and Dances 10 Notes: - The total number of items for inspection of each hotel is 126 - "X " means a must 33
Hotels with recognized classification shall have the following marks: - One-Star: 200 points, of which at least 80 points must be equipment grades. - Two-Star: 280 points, of which at least 100 points must be equipment grades. - Three-Star: 400 points, of which at least 50 points must be service grades. - Four-Star: 600 points, of which at least 100 points must be service grades. - Five-Star: 800 points, of which at least 150 points must be service grades. Assessment: + For 1.1 Hotel Location: The assessment is divided into four parts: A- Special Location: The hotel building is very attractive with unique beauty and environmentally beautiful landscape. This type classification is considered a model for the tourist industry. B- Good Location: The hotel building shows attractive quality, including the environment. C- Fairly good Location: The hotel building is attractive well. D- Average Location: The hotel building has no specific architectural plan for attraction. The building is attractive a little. + For 7.19, point 8, the assessment on bed sheets, beds, pillows, blankets is divided according to the level of quality as follows: - Clean with special quality: The bed sheets and covers are new or looks new without any stain. - Good quality: The bed sheets and covers show some use with little stain and damage. - Fairly good quality: The bed sheets and covers are old and have stain and damage. - Low quality: Full of stain and worn-out. + For 7.19, point 13, Quality of equipment and materials (wood, textile, electricity, porcelain, crystal, and others) is divided according to types as follows: - Luxurious and high quality: Duration of use, and based on products of famous companies - Good quality: Used for half a year, and based on products of famous companies - Fairly good quality: Used for one year, new local products, and imported products of famous companies used for one year. - Average quality: Used for one year, new local products used for one year, or imported products of famous companies used for two year. - For wooden materials: 1st class is "Beng, Neang Nuon" (Best); 2nd class "Chamkram" (Good); 3rd class "Chhoeuteal; Phdeak" (Fair); 4th class (Average). + For 8.12, point 2, Decoration and quality of bathroom is assessed according to the following quality: - Luxurious: The bathroom is decorated well suitable to the color and other parts existing on the bathroom, which shows flawlessness. The toilet must be shiningly clean without leaks, stains, or cracks. This assessment is a quality model of a bathroom. - Good quality: The bathroom is decorated well suitable to the color and other parts existing on the bathroom with minor flaws (faded color; scratch, cracks). - Fairly good quality: The bathroom is decorated well suitable to the color and other parts existing on the bathroom with bathroom utilities well organized. Flaws of the walls and ceiling are, in general, considered average or fairly good. Small bathrooms shall not be included in the level of fairly-good quality. 34
- Average quality: There must be further renovation in order to meet guests' basic needs. A number of factors for this classification are: + There are cracks or scratches and faded color on the walls or the floor; + The mirror is dim, not clear; and + There is lack of maintenance. + For 9.12, point 2, Level of guest service is divided into three levels as follows: - Full service: The provision of all kinds of services and sufficient facilities together with a number of self-service according to the guests' needs. The service is available 24 hours and there are extended services in a number of important places. All the facilities in the hotel compound include full service, restaurants, reception lobby, conference facilities, business center, and gymnasium. - Moderate service: The provision of a number of services and facilities, but limited to service time. Self service can be required any time. The limited services during holidays, such as food and drinks, conference room, business center, and gymnasium are the facilities that can be provided. - Limited service: The provision of ordinary services and facilities. In general, most of the services are self-service of continental breakfast, rather than breakfast served in the hotel restaurant. Such service may be available at a shop. Service time is limited. + For 10.1, Decoration of guest rooms shall be assessed in four levels as follows: - Luxurious: The room is large with appropriate decoration that is suitable with colors, and different parts of the room are flawless. - Good quality: The room is decorated appropriately, which is suitable with colors, and there are little flaws in different parts of the room. - Fairly good quality: The room is decorated appropriately in terms of colors and different parts of the room. Utilities in the room are well organized. There are some flaws on the walls and ceiling, which is generally included in the type of average or fairly good according to the standard and requirements of furniture and equipment. - Average quality: There must be further decoration for poor quality equipment to meet guests' requirements. A number of factors affected in this assessment are inappropriate decoration, stained carpet or furniture, and uninteresting decoration. + For 11.11, Decoration and equipment of restaurants shall be assessed in four levels as follows: - Luxurious: The room is large with appropriate decoration that is suitable with colors, and different parts of the room are flawless. This assessment represents a model of quality of a restaurant. - Good quality: The room is decorated appropriately, which is suitable with colors, and there are little flaws in different parts of the room. Such assessment is provided, but differs from the special quality level. - Fairly good quality: The room is decorated appropriately in terms of colors and different parts of the room. Utilities in the room are well organized. There are some flaws on the walls and ceiling, which is generally included in the type of average or fairly good according to the standard and requirements of furniture and equipment. 35
- Average quality: There must be further decoration for poor quality equipment to meet guests' requirements. A number of factors affected in this assessment are inappropriate decoration, stained carpet or furniture, and uninteresting decoration. + For 11.12, the level of services in restaurants shall be assessed as follows: - Full services: Restaurants offer full services according to guests' needs. - Limited services: Restaurants offer limited services according to guests' needs. Such services include self services, such as buffets, salad bars, food self-cooking, and counter service. + For 12.5, Decoration in conference rooms and banquet rooms shall be assessed in three levels as follows: - Best: The room is large with appropriate decoration that is suitable with colors, and different parts of the room are flawless. This assessment represents a model of quality of conference rooms and banquet rooms. - Good: The room is decorated appropriately, which is suitable with colors, and there are little flaws in different parts of the room. Such assessment is provided, but differs from the special quality level. - Average: There must be further decoration for poor quality equipment to meet guests' requirements. A number of factors affected in this assessment are inappropriate decoration, stained carpet or furniture, and uninteresting decoration. Addenda: These addenda are not specified in the minimum standard for hotel classification (Annex 1). The inclusion of the addenda in Annex 2 will help ensure that hotel classification is correct and fair, which covers the following: - For 7.19, there are additional 15 specifications; - For 8.12, there is a second specification; - For 9.12, there is a second specification; - For 16.9, there are the second, third, and fourth specifications. 36
ANNEX 3 of the Sub-Decree No. 16 ANK.BK, Dated 11 June 2004, on the Hotels and Tourist Accommodation Services Classification. Ministry of Tourism Hotel Classification Committee Required Grade Table for Hotel Classification Name of Hotel :... Name of Owner/Manager :... Hotel Address :... Inspection Date:... No. DESCRIPTION ONE STAR 1 Location, Architecture & General Aspect 1.1 Hotel location 1.2 RIQUIRED CLASSIFICATION GRADE TWO STAR THREE STAR FOUR STAR FIVE STAR - Good 25 25 - Fairly good 20 - Average 10 10 Access to main entrance from property line (Building) -With national characteristic, Khmer architecture and design 2 Car Parks 2.1 Number of car parks lot - 30% and above of total room number - 25% and above of total room number 8 10 10 10 37
3 Reception Lobby 3.1 Minimum square meters of space - 160m2 and above 10-120m2 and above 8 6 Room facilities 6.1 Air-conditioners - 100% of total room number 10 10 - Over 75% of total room number 8 - Over 50% of total room number 6 6 6.9 Mini bar in room 100% of total room number 10 Over 80% of total room number 8 - Over 50%of total room number 6 6.10 Safe in rooms 100%of total room number 8 7 Room Furniture 7.11 Emergency route escape plan 2 2 2 2 2 7.19 Mattress, bed sheet, pillow and blanket Point - Beautiful with special quality 10 8 - Beautiful with good quality - 8 8 7.19 Point 13 7.19 Point 14 Quality of equipment and materials (wood, textile, electricity, porcelain, crystal, and others) Luxurious & of high quality - 20 Good quality 15 - Decoration for guests rooms - A variety of facilities with good decoration 8 Bath room equipments 8.13 Decoration and quality of bathroom Point 2 15 15 -Luxurious with special quality 20 -Good quality 15 -Fairly quality 10 9 Accommodation Services 9-1 Housekeeping service -24 hours 10 10 38
-Once per day 5 5 5 9-6 Frequency of change of bed linen and toiletry -Daily or on request 20 -Daily 15 9.12 Level of guest services Point -Full service 20 2 -Moderate service 15 11 Food and Beverage Services 11-3 24 hours room service 5 11-11 Decoration of outlets in restaurants -Luxurious 20 -Good 15 11-15 Hygiene -Well maintained and hygiene standard conformed to regulation 15 15 11-16 Hotel uses the local product that is high quality and good hygiene 13 Common and Public areas 13-1 Main entrance, corridor, halls, lobbies, access. -Luxurious decoration with areas for resting, reading, and writing 10 10 10 15 15 -Conformed to fire and safety regulation 5 5 5 5 5 13-4 Public toilets - Clean, well maintained, separate male and female with sign, full toiletry product attended regularly and near to public area - Clean, maintained regularly with sign, separate male and female 10 10 16 Employees and Management 16-1 Uniform 3 3 3 17 Medical Services 17-2 First aid kit 18 - In all outlets 5 Khmer Traditional Music and Dances. 15 10 10 10 39
Signature and Name Head of Inspection Team 40
ANNEX 4 of the Sub-Decree No. 16 ANK.BK, Dated 11 June 2004 On the Classification of Hotels and Tourist Accommodation Services Ministry of Tourism Hotel Classification Committee Grade Table for Hotel Classification Name of Hotel :... Name of Owner/Manager:... Hotel Address:... Nº DESCRIPTION 1 Location, Architecture and Landscape 1-1 Hotel location - Special location - Good - Fairly good - Average 1-2 Access to main entrance from property line (Building) - With national characteristics, Khmer architecture and design - Hotel name plate with Khmer letter bigger that foreign letters - Simple with good organization 1-3 + Gardens and Landscape - Large luxurious organization and well maintained or Well organized and maintained or - Appropriate spaces for growing plants 2 Car parks 2-1 Number of car parks lot HOTEL MANAG ER INSPECTI ON TEAM OTHERS 41
30% and above of total room number 25% and above of total room number 20% and above of total room number 15% and above of total room number Below 15%of total room number 2.2 Car parks manned and lighted 2.3 Car parks fenced with security 2.4 Car parks lots for handicapped 3 Reception / Lobby 3-1 Minimum square meters of space -160 m2 and above 120 m2 and above 80 m2 and above 40 m2 and above 30 m2 and above -20 m2 and above 3-2 Reception lobby Separated from other business area Mixed with other business area, such as restaurants or souvenir shops 3-3 Capacity of seats for guests 10 places and above 8 places and above 6 places and above 4 places and above 2 places and above 3-4 Number of rooms Over 200 rooms 101-200 rooms 51-100 rooms 5-50 rooms 4 Lifts 4.1 Lifts for guests 4.2 Separate lifts for hotel services 5 Size of rooms 5-1 Room for two persons (Including a bathroom, excluding balcony) 28 m2 and above 24 m2 and above 21 m2 and above 18 m2 and above -14 m2 and above 5-2 Minimum number of suite rooms & size -At least 5%(Suite room size is 56 m2) -At least 1 %( suite room size is 48m2) 6 Room facilities 6-1 Air-conditioning 100%of total room number 42
Over 75%of total room number Over 50%of total room number Over 25%of total room number 6.2 24 hours cold and hot water (sufficiently clean with quality ) 6-3 Rooms with bath-tab -100%of total room number Over 80%of total room number -Over 50%of total room number 6.4 Rooms with shower 6.5 Executive floor 6-6 Telephone in room 100%of total room number Over 75%of total room number Over 50%of total room number -Over 25%of total room number 6.7 + Wake-up call 6.8 + IDD lines to all rooms 6-9 + Mini bar in room -100%of total room number - Over 80%of total room number - Over 50%of total room number 6-10 + Safe in rooms -100%of total room number - Over 50%of total room number 6.11 Laundry service 6.12 Dry cleaning service 6.13 Same day laundry delivery 6.14 Newspaper supply 6.15 Drinking water (free) 6.16 Iron and iron board 7 Room Furniture 7-1 Bed size (for one person) - 1.2m x 2m and above - 0.9m x 1.8m and above Bed size (for two persons) - 1.8m x 2m and above - 1.4m x 1.8m and above 7.2 Bedside table 7.3 Table and sofa chairs 7.4 Wardrobe and coat hangers 7.5 Suitcase stand 7-6 Mirror - Full length mirror - Ordinary mirror 7.7 Writing desk with chair 7.8 Desk lamp 7.9 Easy chair or couch bed 43
7.10 Mini fridge cabinet 7.11 Emergency route escape plan 7.12 Waste paper basket 7.13 Night curtains 7.14 Day curtains 7.15 Black out curtains 7-16 Television 100%of total room number - Over 75% of total room number - Over 50% of total room number - Over 25% of total room number 7.17 Satellite channel cable TV - VTR/Play back recording 7.18 Electricity control system Modern control system close to bed -Ordinary control system 7.19 Other facilities -Bath mat -Ashtray -Shoe brush and polish Shoe polishing service -Door lock with chain -Door lock using smart card -Door with magnifying peek hole -Document folders Paper & pens Map Newspapers & magazines News table -Mattress, bed sheet, pillow, and blanket Clean with high quality Good quality Fairly good quality Average quality -Tea pot, tea cups, glasses, thermos -Slippers (used in guest rooms) -Sewing kit -Other utilities -Quality of equipment and materials (wood, textile, electricity, porcelain, crystal, and others) Luxurious & of high quality Good quality Fairly good quality Average quality -Decoration for guests rooms 44
A variety of facilities with good decoration Facilities well organized -Decoration in guest rooms shows national identity 8 Bath room equipment 8-1 Mirror with proper lighting 8-2 Toilets in rooms 8-3 Hair dryer 8-4 Telephone 8-5 Music 8-6 Bath towels per room - 2 changed as requested - 1 as usual 8-7 Hand towels per room 8-8 Face towels per room 8-9 Bathrobe 8-10 Description of toiletry amenities - Bath soap - Shampoo - Bath gel - Shower hat - Toothbrush and toothpaste - Comb - Shaving kit - Tissue - Body lotion - Sanitary bag 8-11 Scale 8-12 Bed size (for two persons)bed size (for two persons)cloth holder or hooks Bed size (for two persons)decoration and quality for bathroom - Luxurious with special quality - Good quality - Fairly quality - Average quality 9 Accommodation Services 9-1 Housekeeping service - 24 hours - Once per day 9-2 Common and public area maintenance - 24 hours - Once per day 9-3 Luggage service - 24 hours - Once per day 45
9-4 Third bed available on request 9-5 Rooms for disabled 9-6 Frequency of change of bed linen and toiletry amenities - Daily or on request - Daily - Every other two days or when guests check out - Twice a week or when gusts check out 9-7 Internet connection in room - All rooms - Over 50 % of total rooms 9-8 Connecting rooms - Minimum 8 - Minimum 4 9-9 Transportation arrangement 9-10 Limousine service from hotel 9-11 Postal service 9-12 Safe deposit boxes at reception Level of guest services - Full service - Moderate service - Limited service 10 Decoration 10-1 Decoration for guests rooms - Luxurious - Good - Fairly - Average 10-2 Artifacts or paintings reflecting Khmer culture at reception and corridors 11 Food and Beverage Services 11-1 Breakfast served in room 11-2 Room service menu 11-3 24 hours room service 11-4 Minimum food service available in allocated area in hotel 11-5 Number of restaurants with separate kitchen - 1 restaurant - 2 restaurants and above 11-6 Cocktail lounge with live music 11-7 Bar with separate entrance from other outlets 11-8 Table cloth and napkins for main meals 11-9 Table cloth and napkins for main meals and breakfast 46
11-10 Number of chairs in restaurant - Over 50% of total rooms, and open 24 hours - Over 45% of total rooms - Below 45% of total rooms 11-11 Decoration of outlets in restaurants - Luxurious - Good - Fairly good - Average 11-12 Level of services in restaurants - Full service - Limited service 11-13 Private rooms 11-14 Local food provided -Good choice -Below four dishes 11-15 Hygiene -Well maintained and hygiene standard conformed to regulation -Hygiene standard conformed to regulation 11-16 Hotel uses the local product that is high quality and good hygiene 12 Meeting Banquet Facilities 12-1 Facilities for meeting -Large conference room with full equipment of high technology 12-2 Special room for small and medium meetings for minimum 20 pax 12-3 Large rooms for large function of any type 12-4 Audio, Video equipment 12-5 Decoration for conference room and banquet room - Luxurious - Good - Average 13 Common and Public Areas 13-1 Main entrance, corridor, halls, lobbies, access. - Luxurious decoration with areas for resting, reading, and writing - Good decoration with good size for comfort and circulation. - Conformed to fire and safety regulation 13-2 Access for disabled 47