National Accommodation Standards for Hotel in the Philippines PDF

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TABLE OF CONTENTS Page BOOK ONE - GENERAL PROVISIONS Rule I. Definition and Basic Guidelines Section 1. Title........................................................................................... 1 Section 2. Definition of Terms.....................................................................

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TABLE OF CONTENTS Page BOOK ONE - GENERAL PROVISIONS

Rule I. Deinition and Basic Guidelines





Section 1. Title ..........................................................................................

1

Section 2. Deinition of Terms...................................................................

1

BOOK TWO - STAR GRADING SYSTEM

Rule II. Star Grading System for Hotels, Resorts and Apartment Hotels









Section 1. Five Star Grading System .......................................................

3

BOOK THREE – ACCREDITATION STANDARDS Rule III. Accreditation Standards for Hotels Dimension 1. ARRIVAL / DEPARTURE R



































Dimension 2: PUBLIC AREAS













1.1 1.2 1.3 1.4 1.5 1.6 1.7 1.8 1.9 1.10 1.11 1.12 1.13 1.14 1.15

2.1 2.2 2.3 2.4 2.5 2.6 2.7 2.8 2.9 2.10

Building – Appearance ...................................................... Building - Design and Construction Quality ....................... Building – Condition (wear and tear) ................................. Entrance / Exit & Parking .................................................. Security ............................................................................. Reception – Service Hours................................................ Reception – Size ............................................................... Reception – Seating Area.................................................. Check-in Process .............................................................. Luggage Services.............................................................. Porter Services .................................................................. Reception Staff – Appearance........................................... Reception – Service Quality .............................................. Reception Services – Check-out ....................................... Other Arrival / Departure Aspects ......................................

Public Areas - Decoration - Design and Quality ................ Public Areas – Decoration - Condition and Maintenance .................................................... Public Areas - Furniture – Quality...................................... Public Areas - Furniture – Condition.................................. Public Washroom – Quality ............................................... Public Washroom – Condition and Cleanliness ................ Public Areas - Room Climate ............................................ Public Areas – Temperature Control – Quality .................. Public Areas – Temperature Control – Condition and Maintenance ........................................................... Public Areas – Lighting – Quality....................................... i

5 5 5 6 6 7 7 7 8 8 8 8 9 9 10

10 11 11 12 12 13 13 13 14 14















2.11 Public Areas – Lighting – Condition................................... 2.12 Public Areas – Lighting – Environmental Protection ......... 2.13 Public Areas – Cleanliness ................................................

15 15 15

Dimension 3: BEDROOM















Dimension 4: BATHROOM



















3.1 Room Size ......................................................................... 3.2 Suites Availability .............................................................. 3.3 Rooms for Persons with Disabilities (PWD) – Availability . 3.4 Bedroom – Space and Comfort ......................................... 3.5 Bedroom – Sound Prooing ............................................... 3.6. Bedroom – Noise Levels ................................................... 3.7 Bedroom – Bed Mattress – Quality ................................... 3.8 Bedroom – Bed Mattress – Condition ............................... 3.9 Bedroom – Bedding & Linen Quality ................................ 3.10 Bedroom – Bedding & Linen Condition ............................. 3.11 Bedroom – Pillows – Quality/Condition ............................. 3.12 Bedroom – Lighting – Quality ............................................ 3.13 Bedroom – Lighting – Condition ........................................ 3.14 Bedroom – Lighting – Environmental Protection ............... 3.15 Bedroom Curtains – Quality .............................................. 3.16 Bedroom Curtains – Condition .......................................... 3.17 Bedroom – Floor Coverings – Quality ............................... 3.18 Bedroom – Floor Coverings – Condition ........................... 3.19 Bedroom – Temperature Control – Quality ........................ 3.20 Bedroom – Temperature Control – Condition and Maintenance ........................................................... 3.21 Bedroom – Furniture – Quality .......................................... 3.22 Bedroom – Furniture – Condition ...................................... 3.23 Bedroom – Accessories and Amenities available .............. 3.24 Bedroom – Cleanliness .....................................................

4.1 Bathroom – Minimum Requirements ............................... 4.2 Bathroom – Shower/Bath Quality .................................... 4.3 Bathroom – Shower/Bath Condition/Maintenance .......... 4.4 Bathroom – Basin Quality................................................ 4.5 Bathroom – Basin – Condition/Maintenance ................... 4.6 Bathroom – Toilet – Quality ............................................. 4.7 Bathroom – Toilet – Condition/Maintenance.................... 4.8 Bathroom – Decoration – Quality .................................... 4.9 Bathroom – Decoration – Condition/Maintenance........... 4.10 Bathroom – Towels – Quality and Cleanliness ................ 4.11 Bathroom – Space and Comfort ...................................... 4.12 Bathroom – Overall Cleanliness ...................................... 4.13 Toiletries – Availability ..................................................... ii

16 16 17 17 17 18 18 19 19 20 20 20 21 21 22 22 23 23 23 24 24 25 25 29

30 30 30 31 31 32 32 33 33 33 34 34 35



4.14 Bathroom – Amenities – Availability ................................ 4.15 Bathroom – Environmental Protection.............................

35 36

Dimension 5: FOOD AND BEVERAGE

5.1 Food and Beverage- Availability of Restaurants ............... 5.2 Food and Beverage – Options available ........................... 5.3 Food and Beverage – Service Quality............................... 5.4 Restaurant – Decoration and Furniture – Quality .............. 5.5 Restaurant – Decoration & Furniture – Condition ............. 5.6 Restaurant – Crockery, Cutlery, Glassware – Quality ....... 5.7 Restaurant – Crockery, Cutlery, Glassware – Cleanliness ........................................................... 5.8 Restaurant – Space and Comfort ...................................... 5.9 Kitchen – Quality of Appliances ......................................... 5.10 Kitchen - Cleanliness.........................................................



6.1 6.2 6.3 6.4



39 39 40 40

Dimension 6: AMENITIES AND SERVICES



36 37 37 37 38 38

Amenities – Guest Services .............................................. Amenities – Wellness Services ......................................... Amenities – General Services ........................................... Amenities – Conference/Function Venue ..........................

41 41 42 42

Dimension 7: BUSINESS PRACTICES



7.1 Business Processes .......................................................... 7.2 Barrier-free Facilities for Persons with Disabilities (PWD) .................................................

43 44

BOOK FOUR – APPLICATION FOR ACCREDITATION

Rule IV. Accreditation Process









Section 1. Filing of Application ................................................................. Section 2. Documentary Requirements.................................................... Section 3. Inspection ................................................................................ Section 4. Validity of Accreditation ........................................................... Section 5. Schedule of Fees ...................................................................

47 47 47 47 47

BOOK FIVE – CANCELLATION AND/OR DOWNGRADING OF ACCREDITATION

Rule V. Cancellation and/or Downgrading of Accreditation









Section 1. Grounds for Cancellation ..................................................... Section 2. Procedure for Cancellation and/or Downgrading of Accreditation ........................................

iii

47 48

BOOK SIX – SUPERVISION OF ACCREDITED ESTABLISHMENTS

Rule VI. Supervision of Accredited Establishments









Section 1. Display of DOT Accreditation Seal ......................................

48







Section 2. Non-Transferability of DOT Accreditation Seal.....................

48





Section 3. Periodic Inspection ...............................................................

48





Section 4. Defects and Deiciencies Found During the Inspection .......

48





Section 5. Penalty for Failure to Remedy the Defects, etc....................

48





Section 6. Advertisements ....................................................................

48

BOOK SEVEN – OTHER PROVISIONS

Rule VII.Miscellaneous and Transitory Provisions









Section 1. Conidential Character of Certain Data ................................

49









Section 2. Circulars ...............................................................................

49









Section 3. Separability Clause ..............................................................

49





Section 4. Repealing Clause .................................................................

49





Section 5. Effectivity ..............................................................................

49

iv

ACCOMMODATION ENTERPRISE SELF-ASSESSMENT FORM Name of Enterprise: Address: General Manager: Contact Details: Telephone Number: Website Address: E-mail Address: DIMENSIONS

MY SCORE

1. Arrival and Departure 2. Public Areas 3. Bedrooms 4. Bathrooms 5. Food and Beverage 6. Lounge Area * 7. Kitchen Area * 8. Amenities 9. Business practices

TOTAL SCORE * Applicable to Apartment Hotels only NOTE: YOUR SELF-ASSESSMENT RATING IS NOT YET FINAL. A third party auditor hired by the DOT shall conduct an actual assessment of your enterprise to determine your property’s classification.

COMMENTS: ___________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________



______________________________________________________________________________

v

vi

EXPLANATORY NOTES INTRODUCING THE FIVE STAR GRADING SYSTEM FOR ACCOMMODATION ENTERPRISES 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. Star Grading

Total Score (Hotel, Resort, Apartel)

1 star

251 – 400 points

2 star

401 – 550 points

3 star

551 – 700 points

4 star

701 – 850 points

5 star

851 – 1000 points

The criteria are divided into seven (7) dimensions that are common to the abovementioned categories except for the lounge area and the kitchen area which are applicable only to apartment hotels. The percentage that these dimensions contribute to the total score is shown in the table below: Business Area

Hotel

Resort

Apartel

Arrival & Departure

10%

10%

8%

Public Areas

10%

10%

7%

Bedrooms

30%

30%

30%

Bathrooms

15%

15%

15%

Food & Beverage

15%

15%

n/a

Lounge Area *

n/a

n/a

15%

Kitchen Area *

n/a

n/a

10%

10%

10%

5%

Amenities Business Practices

10%

10%

10%

Total

100%

100%

100%

vii

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. 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 both for entry into the grading scheme and at the different star levels. Mandatory requirements, marked M shall refer to those requirements that are prescribed by existing laws, without which, no accreditation shall be issued to the enterprise until such time that it rectifies said deficiencies. On the other hand, minimum requirements, marked m shall refer to those requirements which are minimum to a certain classification, without which the establishment will not be awarded such classification but instead be downgraded to a lower classification, regardless of the total points accumulated.

A mandatory The reference item in this number case for 1-5 stars

These items link together

A description of the criteria

viii

The number of points allocated to this criteria

M shows a Mandatory requirement, in this case for all stars and has no points

m shows a Minimum requirement, in this case for 4 and 5 stars

DOT MEMORANDUM CIRCULAR NO. 2012-02 RULES AND REGULATIONS TO GOVERN THE ACCREDITATION OF ACCOMMODATION ESTABLISHMENTS – HOTELS, RESORTS AND APARTMENT HOTELS PURSUANT TO THE AUTHORITy VESTED IN THE DEPARTMENT OF TOURISM (DOT) By REPUBLIC ACT NO. 9593 OTHERWISE KNOWN AS THE TOURISM ACT OF 2009 DATED MAy 12, 2009, ON THE MANDATORy ACCREDITATION OF PRIMARy TOURISM ENTERPRISES, THE NATIONAL TOURISM STANDARDS FOR THE ACCOMMODATION SECTOR – HOTELS, RESORTS AND APARTMENT HOTELS ARE HEREBy PROMULGATED TO IMPLEMENT THE INTENT AND PURPOSE OF THE SAID REPUBLIC ACT. BOOK ONE GENERAL PROVISIONS Rule I. Deinition and Basic Guidelines Section 1. Title. These Rules shall be referred to as “RULES AND REGULATIONS TO GOVERN THE ACCREDITATION OF ACCOMMODATION ESTABLISHMENTS – HOTELS, RESORTS AND APARTMENT HOTELS.” Section 2. Deinition of Terms. When used in these Rules, the following terms shall, unless the context otherwise indicates, have the following meaning: a.

“Accreditation” shall refer to a certiication issued by the Department to a tourism enterprise that oficially recognizes it as having complied with the minimum standards for the operation of tourism facilities and services.

b.

“Act” shall refer to Republic Act No. 9593, otherwise known as the “Tourism Act of 2009”.

c.

“Apartment Hotel” shall refer to serviced apartments offering self-contained units that contain access to kitchen and laundry facilities. A number of bedrooms may share one bathroom in the unit.

1

d.

“Department or DOT” shall refer to the Department of Tourism created pursuant to Presidential Decree No. 189 (1973), as amended.

e.

“Hotel” shall refer to full service accommodation with reception and guest rooms generally offering private facilities with an onsite restaurant, room and bar services available. Additional facilities such as business centres and conference rooms are expected.

f.

“Mandatory Requirements (M)” shall refer to those requirements without which an enterprise shall not be accredited.

g.

“Minimum Requirements (m)” shall refer to those requirements which are minimum to a certain classiication, without which the establishment will not be awarded such classiication but instead be downgraded to a lower one, regardless of the total points accumulated.

h.

“OTSR” shall refer to the Ofice of Tourism Standards and Regulation of the Department.

i.

“Primary Tourism Enterprises” refers to travel and tour services; land, sea and air transport services exclusively for tourist use; accommodation establishments; convention and exhibition organizers; tourism estate management services; and such other enterprises as may be identiied by the Secretary, after due consultation with concerned sectors.

j.

“Quality Gradings” shall refer to such terms as unacceptable, adequate, good, very good, excellent and outstanding are used to signify the ascending levels of quality.

k.

“Resort” shall refer to full service accommodation located in a more natural, relaxed environment, with reception and guest rooms generally offering private facilities with an onsite restaurant, room and bar service available. Additional recreation facilities and tour services are expected.

l.

“Rules” shall refer to these Rules and Regulations implementing the Accredita...