Qualmark NZ Motel Criteria

8/3/2019 Qualmark NZ Motel Criteria

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Qualmark Motel Criteria

November 2011 Page iCopyright Qualmark New Zealand Limited

Motel

Accommodation Assessment& Grading System


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November 2011 Page iiCopyright Qualmark New Zealand Limited

Glossary of terms and definitions

Following are some words and phrases used in relation to this assessment system that should help you understand theprocess and/or interpretation of the criteria.

Adequate Passable, barely sufficient

Sufficient Enough to go around

Ample Plentiful, more than enough, abundant

Fit forpurpose

The degree to which your facilities or services are suited to your target market and/or the type ofexperience you aim to deliver. However, it does not mean anything goes.

DelightersFeatures or aspects of your property or services that exceed your guests expectations,surprising or delighting them to create a memorable or distinctive experience.

Minimumentryrequirements

Aspects of your service that must be in place in order to meet travellers fundamentalrequirements and hence ensure your eligibility for a star grade.

The Motel Assessment System

Introduction

As New Zealand tourisms official mark of quality assurance, Qualmark helps visitors choose from the bestaccommodation options that New Zealand has to offer. Qualmark star ratings can only be earned after anextensive on-site assessment of your property, auditing to quality standards developed with the tourism industry

and for the industry.

The category and star rating provides visitors with additional information about the type of accommodation youprovide and the range and quality of facilities and services you offer

To help you better understand the terminology we use throughout the Criteria, following is a brief glossary of theterms.


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November 2011 Page iiiCopyright Qualmark New Zealand Limited

How does the scoring work?

The Qualmark assessment looks at various different quality areas of your business:

The minimum entry requirements are part of our Pre-Assessment questionnaire which must becompleted online prior to your Qualmark on-site assessment.

Your star rating indicates your level of achievement against our quality criteria for each assessmentsection, an example of this is shown below.

You will receive scores for eachof the different quality areas.These scores are weighted toreflect the relative importance ofthe different quality areas - theweightings are shown on thecontents page. The weightedscores are then added togetherto determine your overallpercentage score and starrating.

IMPORTANT: Four Star Plusand Five Star properties mustscore at least 3 in eachassessment area (this includesan average score of 3 in thebedroom and bathroomsections where a range ofrooms are assessed. Someroom scores may be lower than3 provided other scores resultin a weighted average score of3 or more).

5 Star Motel Further to a score of 84% or more, it is imperative that any Motel business also meet all of thefollowing minimum requirements to be classed as a 5 Star Qualmark.- No section has a score less than 3- 24 Hour on-site Manager- Pillow menu

How does this translate into a star grade?

Score Stars Description

20-27%

28-35% plusAcceptable. Meets customers minimum requirements. Basic, clean, andcomfortable accommodation

36-43% 44-51% plus

Good. Exceeds customers minimum requirements with some additional facilitiesand services

52-59% 60-67% plus

Very good. Provides a range of facilities and services and achieves good to verygood quality standards

68-75%

76-83% plusExcellent. Consistently achieves high quality levels with a wide range of facilitiesand services

84-100% Exceptional. Among the best available in New Zealand

Your eligibility for a Qualmark licence and your star rating will be confirmed by the Qualmark office following yourassessment.

All criteria inthe left, middleand rightcolumns aremet

All criteria in theleft and middlecolumns andsome (not all) ofthe criteria in theright column aremet.

*** With theResponsibleTourism sectionyou must scoreat least half ofthe criteria in theright column. ***

All criteria in theleft and middlecolumns are met(at the assessorsdiscretion, ticks inthe right columnmay replacemissing ticks in themiddle column)

All criteria in theleft column andsome (not all) ofthe criteria in themiddle columnare met.

*** With theResponsibleTourism sectionyou must scoreat least half ofthe criteria in themiddle column.***

All criteria inthe left columnare met

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November 2011 Page 1

Copyright Qualmark New Zealand Limited

Motel AccommodationTable of Contents

Area Page No.ImportanceWeighting

1.0

1.1

1.2

Overall Aspect and Appearance

External Buildings, Grounds and Gardens

Parking

2

3

5%

3%

2.0 Cleanliness 4 12%

3.0

3.1

3.2

3.3

3.4

Service and Hospitality Guest Care

Reservations

Safety and Security

Reception Guest Arrival and Departure

Guest Services

5

6

7

8

5%

6%

4%

6%

4.0

4.1

4.2

4.3

4.4

4.5

4.6

4.7

4.8

4.9

Units / Rooms

Overall Unit Internal Decor

Overall Unit Size, Space and Comfort

Overall Unit Heating / Cooling

Overall Unit Lighting

Beds and Bedding Size and Quality

Bedroom / Studio Furniture and Fittings

Bathrooms

Kitchen / Dining Facilities

Lounge Area

9

10

11

12

13

14

15

17

18

6%

6%

4%

4%

5%

5%

6%

6%

5%

5.0

5.1

5.2

Public Areas

Laundry and Drying Facilities

Extra Facilities / Recreational

19

20

3%

4%

6.0

6.1

General Requirements

General Business Practices 21 5%

7.0 Responsible Tourism Operations 22 -

8.0 Enviro Award Assessment 23 -

Total 100%


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1.0 Overall Aspect and Appearance

1.1 External - Buildings, Grounds and Gardens

Minimum Entry Requirements Buildings, their fixtures, furnishings, fittings and exterior dcor are maintained in a sound, clean condition and

are fit for the purpose intended

QUALITY SCORE0 1 2 3 4 5

No prominent unsightlyaspects all buildings, signagegrounds and outdoorequipment are in good repaireg. broken external fittings,rusty nails etc

Buildings, signage andgrounds are tidy and cleangiving good first impressioneg. gardens are weeded, norubbish

Safe pathways with no largepot holes or trip hazards

No untidy / unsightly areaswith exposed equipment ormaterials. All equipment isstored out of sight.

Evidence that property andbuildings are maintained andtidy eg. no prominentevidence of mould lichen,moss and cobwebs anddamage

Effective signage that is welllit and maintained in goodcondition, eg. no evidence ofcracks, chips or other damage

Driveways, and footpaths aredrained and maintained eg.no prominent cracks andother damage

Grounds are maintained withevidence of seasonal pruningand are free of extraordinaryleaf litter, long term weeds etc

Evidence of high standardsof external maintenance,including all buildings andsigns. Minimal evidence offlaking paint, dirt, waterstains, lichen, moss etc

Landscaping is designed andcoordinated to a highstandard including driveways, furniture, architecturalor heritage features of theproperty

Well tended gardens andgrounds. Pathways andedges, lawns in goodcondition and well cut etc andoverall evidence inmaintaining an attractiveappearance throughout theyear

Situation delight factors eg.attractive surrounds,exceptional location, superbviews etc

Comments:


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1.0 Overall Aspect and Appearance, continued

1.2 Parking

Minimum Entry Requirements

Some form of off road car parking is provided on site or nearby meeting council minimum requirements Accessible parking identified (subject to Building Act 1991 and New Zealand Standard 4121 and prevailing

local laws)


Parking area is maintainedfree of potholes and triphazards

Limited attempt to controlparking eg. marked carparksor signs

One parking space per unit on

site or nearby

Easy access to carparkspaces

Well maintained and attractivesurfaces in keeping with thestyle of the property

Clear definition of parkingarea

Some consideration given tothe security of guests carseg. lighting

Parking onsite with generousaccess and turning space forone car for each unit

Some additional car parksavailable on site 10% ofunit numbers

Evidence of excellent

security provisions for guestscars eg. security cameras,locked gates

Some additional parkingfeatures eg. separate parkingfor reception, covered accessfrom parking, covered carparks, boat / caravanparking, car storage etc

Comments:


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2.0 Cleanliness

2.1 Cleanliness / Servicing

Minimum Entry Requirements All bathrooms, toilets, kitchens and items involving direct contact for guests, such as bedding, linen, baths,

showers, wash basins, WCs, flooring, seating, crockery, cutlery and glassware are cleaned with (noevidence of prior occupation or use)

Provision is made for all units to be serviced daily unless otherwise agreed with the guest at time of booking(documented evidence to be provided)

All common areas are cleaned daily Servicing of units includes rubbish removal, amenity and towel replacement, cleaning of bathroom, shower

and toilet


All hard surfaces cleaned andsanitised using acceptedsystems eg. disinfecting orsterilizing

Measures taken to ensure nooffensive odours

Public areas vacuumed /swept daily

All rooms of a neat and tidyappearance

All surfaces includingfurnishings and carpets cleanand non-soiled

Room servicing includesmaking of beds and doing ofdishes with the option of linenchange every 3 days

All areas smelling fresh andclean. Evidence of odourcontrol procedures andequipment in place

Furnishings and carpetscleaned as required withsome documented evidenceavailable

Evidence of attention to detailof cleanliness in all areas,including high and low leveldusting

Evidence of furnishings andcarpets cleaned effectively onregular basis and maintainedin non-soiled condition eg.documented long termcleaning schedules

Evidence that all occupiedbedrooms / units vacuumed /swept daily as part of a dailyservicing eg. documenteddaily service procedure

Comments:


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3.0 Service and Hospitality Guest Care

3.1 Reservations

Minimum Entry Requirements To make clear to guests exactly what is included in the price quoted for accommodation, including GST and

other chargeable activities / amenities To describe fairly to all guests and prospective guests the amenities, facilities and services provided by the

property, whether by advertisement on the web, in brochures, or any other means Details of any relevant in-house rules / restrictions are communicated at time of / reservation Deposit , pre-payment and cancellation policy clearly defined and explained at time of a guaranteed

reservation


Reservations are respondedto within 24 hours

Basic reservation detailsrecorded including name,

date, rate and room-type

Guest credit card details areheld securely and disposed ofresponsibly

Identification of self andproperty when answering thephone

A professional approach toreservation handling withsome documented evidence

Evidence of an organised

approach for all administration(whether computerized ormanual) for dealing with guestenquiries, reservations,correspondence, filingsystems etc, eg. systems andforms, 800 number

Confirmation letter anddirections sent if time andcircumstances allows

Evidence of excellentattention to detail in handlingof reservations (whethercomputerized or manual) andguest enquiries; clear and

concise recording of alldetails including eg. specialneeds, arrival time, roompreference, dietaryrequirements etc

Real time confirmation ofbookings available and areeffectively managed eg. toavoid double booking

Documented evidence that atthe time of reservation thecancellation policy is clearly

explained

Comments:


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3.0 Service and Hospitality Guest Care, continued

3.2 Safety and Security

Minimum Entry Requirements Entrances clearly identified with lighting to doorways Adequate fire precautions and displayed evacuation procedures for guests A high degree of general safety and security maintained, appropriate to location.Guests feel safe they and

their belongings are secure at all times All equipment is safely maintained and in good working order Adequate measures provided for the security of guests and their property. There should be means of

securing unit / room doors from inside and out, and a key available

Particular attention given to the safety and security of guests occupying ground floor or other units / roomswhich may be easily entered, as well as Accessible units

Adequate levels of lighting for safety and comfort in all public areas, including sufficient light on any stairwaysand walkways at night

Some safe storage facilities available for small to medium size valuable items and guest informed of thisfacility in compendium eg. lockable cupboard, safe, filing cabinet etc

Keys / key cards are not identifiable by property name / room number.

QUALITY SCORE

0 1 2 3 4 5

Short term, secure, baggagestorage available

After hours emergencycontact clearly identifiable forguests eg. night-bell,intercom, freephone (shouldthey lock themselves out oftheir unit for example)

Relevant safety featurescommunicated to guests eg.emergency information, poolsafety, safe operation ofrecreational equipment

Some added security featuresfor units eg. one window withsecurity stays per bedroom(where fire safety will not becompromised), smokedetectors, peep holes etc

Guests can be contacted24hrs (for emergencypurposes)

Property is adequatelyenclosed for the location eg.secure fencing

Security includes theprovision of additionalsecurity provisions such aseg. recorded securitycameras, monitored smoke /heat detectors, directnotification to security / fireservice, key card room entrysystem etc

Excellent levels of lighting toall areas of the property so

as not to spoil theestablishments atmosphereor guest comfort eg. day /night sensors automaticallydimming later at night orother form of effective 24hourlighting

All areas of the property arelit in keeping with the designof the property eg. use ofsensors, dimmers and timers

Comments:


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3.3 Reception: Guest Arrival and Departure

Minimum Entry Requirements Reception area clearly identifiable Staff on duty during guests principle arrival and departure periods; reception signage clearly states reception

hours

Staff deal promptly with all enquiries, requests, reservations, correspondence and complaints from guests Once guests have registered, they have access to the property and to their units at all times unless

restrictions were previously notified. It is acceptable that the entrance may be locked and the guests mayhave to ring or knock for access or be given a key. Guests made aware of any restrictions at the time ofreservation / check-in

A GST receipt is available on request


Guests made to feel welcomeon arrival

No undue delays during

check-in or check-out

Guests directed to their rooms

Provision made for guestsarriving outside opening hours

All necessary informationoffered to guests includingrelevant safety and securityprocedures

Room inspection is welcome,if requested

Credit card and EFTPOSpayment facilities available

Efficient and completeregistration procedures,capturing all key informationeg. name, address / id, room,

intended length of stay,payments made / due, etc

Well presented staff

Polite staff, with helpfulattitude, promoting a goodfirst and last impression

Welcoming and wellmaintained reception facilitieswith layout appropriate toproperty

Evidence that room inspectionis welcomed

All personnel smartlypresented and identifiable

On site Managers available

at all times

Reception area gives anexcellent first impression,with good quality dcor and anumber of added features forguest comfort eg. amplecomfortable seating, watercooler, magazines etc.

Reception area is appropriateto the size and scale of thebusiness

Welcome Delighters offeredon arrival: (minimum of 3) eg.choice of fresh milk types,welcome refreshment,welcome gift, biscuits, fruit,fresh flowers, discountvouchers etc

Guests are taken to theirrooms and facilities are fullyexplained

Comments:


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3.4 Guest Services

Minimum Entry Requirements 24 hour on-site access to a phone and local telephone book 24 hour on-site access to a first aid kit Clearly defined smoking policy All services clearly stated in the compendium or other communication material in the unit / room


Operator assisted phone inroom or use of proprietorsphone

Staff knowledgeable aboutsurrounding activities andattractions

Limited local informationbrochure display rack /board

Internet / modemconnection or accessavailable on-site withsufficient phone lines andinstructions for use

Iron and ironing boardavailable in room (unless alaundry is provided)

Phones can dial out 24 hours.Incoming via proprietor.

Staff personally recommendspecific activities in the localarea

Iron and ironing board available

in all units

Phone and computer can beused simultaneously and thereare instructions for use eg.how to connect to internetservices

Some added services provided:(minimum 3) eg. pre packagedbreakfasts, newspapers,umbrellas, infant facilities,message service, room to roomdialling, facsimile / computer for

guest use, comprehensive localinformation display board / racketc

Information of facilities andservices provided in the unit inthe form of a guestcompendium

Direct phone access to unitsfrom outside the complex (ie.enabling inward / outwardfaxes and receipt of callsoutside motel office hours)

At least 5added serviceswhich are well communicated

to guests in compendium eg.pick up / drop off service,laundry / dry-clean service,evening meals, breakfastmenu is available. (Propertyhas approved kitchen facilitiesto do this), charge back fromlocal restaurants, activity /restaurant booking service, inroom mini bar or snack bar,voice messaging, high speedinternet connection etc

A comprehensive

compendium detailing a widerange of well presentedinformation and facilitiesavailable within the complex

Comprehensive and detailedinformation of off-sitefacilities, including,community services, localattractions, shops, restaurantsetc

The quality and presentationof the compendium or

information medium isexcellent

Comments:


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4.0 Units / Rooms

Unit Number Assessed:Unit Type:Number of Units of this Type:

4.1 Overall Unit Internal Dcor:

Minimum Entry Requirements Internal dcor is maintained in a safe and sound condition Well secured fittings eg. door knobs, lamp shades, towel rails, etc


Functional dcor with limitedco-ordination

Some decorative items in theroom

Furniture and fittings are in asatisfactory condition ie.functioning, clean and in goodrepair

Some signs of normal wearand tear

Well co-coordinated dcor

Well finished, good qualityceilings, wall coverings andpaintwork

Well fitted, good qualityflooring with minimal wearand tear, in sound conditionand comfortable under foot

Good use of pictures, printsor other decorative relief,particularly on plain walls

Minimal signs of wear andtear visible to dcor, furnitureand fittings

Evidence of a coordinatedinterior design, with attentionto detail

High quality wall ceiling andwindow covering without

discolouring or surface wearand tear

Attractive use of high qualitypictures, prints or otherdecorative relief

High quality carpeting orflooring providing a highlevel of comfort and showinglittle or no sign of marks orwear

Little to no evidence of wear

and tear visible to dcor,furniture and fittings

Comments:


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4.0 Units / Rooms, continued

4.2 Overall Unit Size, Space and Comfort

Minimum Entry Requirements All rooms have sufficient space to allow freedom of movement to guests and uninhibited access at all times

to emergency exits

Sufficient useable space around furnishings and fittings

Fully open-able entry doors Accessible unit has room to manoeuvre wheel chair or walking frame


Floor space allows formovement around theunit with out restriction

Uncluttered rooms withsome provision availablefor luggage / clothes

storage

Floor space and furnitureplacement allow fordesignated number of gueststo move freely

Space available for luggage /clothes storage eg. luggage

rack, shelf, wardrobe etc

Equipment and furniture ispositioned for practical use

Unrestricted access to bothsides of the bed/s

Good sound insulationbetween units and externallywith minimal intrusive noisefrom road, plumbing, raillines, adjacent units

Floor space and furnitureplacement allows ample freedomof movement and a high degreeof comfort for the designatednumber of guests

Space is available for clothes and

luggage to be stored in a varietyof options without cluttering theroom or obstructing access eg.hanging space, drawers etc

Provision of enough furnishings toprovide a high level of comfort forall guests eg. comfortable seats,coffee table, side tables, workspace etc. ( note that seating iscovered in section 4 9 lounge)

No intrusive noise eg. as a resultof double glazing, sound proofing,

hush glass, curtains of substantialfabric with heavy linings, location

Comments:


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4.3 Overall Unit Heating / Cooling

Minimum Entry Requirements Adequate, safe, in-room heating provided at no extra cost

QUALITY SCORE

0 1 2 3 4 5

Heaters are provided to heatthe room and maintain aconstant temperature whenoccupied.

Cooling or ventilation optionsare provided to maintain aconstant temperature whenoccupied

Heating is provided which canbe thermostatically controlledby guests to provide anoverall uniform temperature

No restriction on use ofheating

Some form of additionalcooling (eg. fan) is availableon site on request

Quiet Heating is providedwith individual thermostaticcontrols

Temperature control isprovided by air conditioning,heat pumps, etc

All areas within unit are ableto be heated simultaneously

No restrictions on use of

heating and cooling

Comments:


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4.4 Overall Unit Lighting

Minimum Entry Requirements Unitswell lit with electric lighting All bulbs, unless decorative or a tube or downlights, have a shade or cover


Minimum one efficientbedside light with easy useswitch

Lighting offers gooddistribution of light to all areasof the room. A shade isprovided.

Lights are positioned todistribute light to enabletasks to be completed in allareas of the unit eg. able toread in bed, desk lamps etc

Good quality light fittings andshades with minimal signs ofwear and tear eg. peelingcoating or chipped coating

Some natural light to mainliving areas

A variety of lighting choicesis available, with excellentdistribution, well positionedand suitable for all purposeseg. non obtrusive readinglights, moveable lamps etc

Controllable lighting, givingvariable levels of light

High quality light fittings andshades coordinated with

interior design and withoutsigns of wear and tear

Natural light to all living andsleeping areas

Comments:


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4.5 Beds and Bedding Size and Quality


All beds have sound base and mattress protectors All bed linen is provided and is changed at least weekly and for each new guest All bedding is clean and in sufficient quantity, according to season and guests needs Spare pillows and blankets available on request Accessible unit is able to accommodate caregiver


Bed provides support to spineie. shows no sign of sag

Bed mattress, protector, linenand covers are clean andshow minimal sign of wearand tear

A range of bedding, includingsufficient blankets / duvets issupplied

Limited attempt to coordinatebedding with rest of decor

Some extra beddingprovisions are available in theunit all year round eg. hotwater bottles, extra blankets,electric blankets

Extra beds are provided byway of roll-aways or better

Some form of pillowprotection and cleanedregularly

Beds have firm mattresseswith edge support and acoordinated matching base

Tidy presentation of bed withfreshly laundered linen andbedding (including pillows)

Some coordination of beddingwith rest of dcor eg. use ofone fabric and pattern only forgood quality bedspread

Bed sizes are above standardeg. Doubles are Queen /King etc

Additional beds must be of afoldout variety or better

Beds have firm mattresseswith overall support includingedges and bases.Mattresses have additionalcomfort layers.

All bedding is co-ordinated

with bedroom dcor andother soft furnishings

Bed is presented with someadditional features eg. athrow, cushions, pillows,valances etc

All pillows fitted with pillowprotectors with evidence thatthey are cleaned on at leasta weekly basis

Additional beds are of thesame quality at those above

Comments:


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4.6 Bedroom / Studio Furniture and Fittings


At least one window with clear glass providing natural light Wake-up facility available for guest use Opaque glass, curtains, blinds or shutters provided on all windows, including glass panels to doors, fanlights

and skylight windows to afford both privacy and exclusion appropriate to type and location of property A wardrobe or clothes hanging space with 3 hangers per person Central lighting is available Provide min. 5 hangers per unit.


Window coverings drawcompletely across the window

At least one bedside table andreading light

Limited attempt to co-ordination

Visible wear and tearacceptable

All window coverings fitcorrectly to ensure some lightexclusion eg. some form oflining

One bedside table andreading light for each sleepingposition or at least one tablebetween 2 singles

Furniture and fittings arecoordinated

Range of additional furnitureand fittings (min 3) eg. strongclothes hangers, mirror,luggage rack, basic iron andironing board

Minimal wear and tear tofurnishings and fittings

Window coverings insubstantial fabrics arecoordinated with the overalldcor and have blackout orsimilar linings to retain heat

and keep out light

Extra lighting and powerpoints are available adjacentto bed and mirror

Furniture is of soundconstruction, fits the style ofdcor and is well maintained.

Excellent coordination offurniture and soft furnishingsof high quality

At least 5 items of additionalfurniture and fittings for guestcomfort eg. , full lengthmirror, additional phone bybed, additional TV and DVDplayer, multifunction iron andfull size ironing board, extrachest of drawers etc

Comments:


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4.8 Kitchen / Dining Facilities

Minimum Entry Requirements Kettles, fridges and any other equipment supplied and maintained in a safe working order Sufficient crockery, cutlery and glassware provided for size of unit Sufficient cooking utensils, pots, pans for size of unit eg. cooking spoon, , tongs, grater, peeler, masher, strainer,

chopping board, sharp / serrated knifes, can, bottle / wine openers, salt, pepper etc

Sink with plug, hot and cold water, adequate bench space of a hard impervious surface Sink in Accessible unit is accessible for washing up, filling jugs etc Washing liquid, dish brush, dish cloth, drying cloth and draining rack / area provided in a clean and well maintained

condition

Rubbish bin, dustpan and brush provided Adequate light distribution; all bulbs unless decorative or a tube have a shade / cover Some form of ventilation, either mechanical or outside opening window; spare power point available


Crockery, cutlery andglassware sufficient fornumber of guests. Itemsmay be mismatched andshowing signs of wear eg.marks and discolouration.

Fridge with ice box available

A Safe cooking appliance isprovided eg. microwave,hotplate

Dining facilities available eg.bench, bar or table

Sink and bench top mayshow some wear and tear

Floors, walls and ceilingsmay show some wear andtear

Storage space is providedfor food supplies

Matching crockery, cutlery andglassware including wine glassesare sufficient in number for guestsand one visitor. Items showminimal wear.

Microwave oven and / or hotplateswith a range of microwaveabledishes / pots and pans with lids orcovers

Good range and quality of cookingutensils

Matching dining table and chairswith at least one seat per sleepingposition

Floors, walls and ceilings are freeof obvious wear and tear eg.chipped paint cracked tiles andscuff mark

Bench, floor and storage spaceallows guest to prepare basic mealfree of trip hazards.

Added amenities are provided forguest convenience (min 2) eg.,teapot, coffee plunger, biscuits etcsome items are replaced daily withothers available on request or forpurchase

Basic beverage selection providedwith fresh milk available daily

Well located appliances and powerpoints for safety and ease of use

Ventilation is provided either byvent or opening window

Fixtures, fittings and joinery showminimal signs of wear eg. handlesnot chipped or broken, drawsrunning smoothly, cupboard doorsfit etc

High quality crockery, cutlery andglassware is available for allguests and one visitor. Itemsretain their as new appearance

Excellent range of quality cookingutensils, pots and pans /microwave dishes

Spacious, fridge storage withfreezer space

Dining table and chairs arecoordinated with the dcor andwith seating for each sleepingposition and two extra seats.

Co-ordinated dcor; floor, wall,ceiling, sink and bench coveringswhich retain their as newappearance

Sufficient floor and bench space isavailable to allow for preparationof a full meal. Food storage is incupboards and drawers.

A number of added amenities areprovided for guest convenience(Min 4)

High quality surfaces,considerable floor space

Good ventilation is provided eg.range hood or fan vented outside

Fixtures, fittings and joinery fit thedcor / design and retain their asnew appearance


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4.9 Lounge Area

Minimum Entry Requirements Minimum of two seats provided Window coverings provided Television provided

Heating available in room

Natural light and ventilation provided Spare power point provided


Limited seatingarrangements, mixed styleacceptable

Seating available otherthan bed

Floors and wallsmaintained, some wearand tear acceptable

Window coverings drawcompletely across thewindow

Limited free floor spaceavailable to allowmovement withoutrestriction

Enough seating isavailable for eachsleeping position. Wellmaintained and matchingseats available (may be amix of lounge and diningfurniture)

Floor coverings, wallsand ceilings all in goodcondition with minimalwear and tear

Floor space and furnitureplacement allow fordesignated number ofguests to move freely

Functional dcor withwalls, ceilings and skirtingboards all in good

condition

Television with remote atleast up to 21 inch CRT,or any size flat screen.Location is appropriate toroom

Some added furnishings /facilities (min 3) for guestconvenience eg. coffeetable, outdoor seatingarea, artwork, additionalTV channels etc

Lounge seating available for eachsleeping position

Coverings maintain their "as newappearance

High grade carpeting or flooring

providing a high level of comfort

Coordinated dcor, maintaining asnew appearance

Wall coverings / paintwork maintainedin as new appearance

Window coverings in substantialfabrics are coordinated with the overalldcor and have blackout or similarlinings to retain heat and keep out light

Floor space and furniture placement

allows for designated number ofguests plus two visitors to move freely

At least one television with remote atleast 26 inch must be flat screenlocation is appropriate to room

Televisions provided in all bedrooms

Provision of a number of addedfacilities / furnishings for guestconvenience:(min 5) eg. 32 inch orlarger flat screen television, multi-media, private outdoor area with

furniture, BBQ, stereo, , in-housevideos, , additional TV channels viafree view or in room sky decoder, deskwith lighting, pre-programmed phonesetc

Comments:


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5.0 Public Areas

5.1 Laundry and Drying Facilities

Minimum Entry Requirements Washing machines, clothes drying facilities and iron / ironing board are available in clean working condition Hand washing and soaking facility provided Waste bin provided Washing powder available Adequate form of ventilation, such as an extractor fan or opening window

Note: In scoring this quality area the Assessor will consider whether the laundry is fit for purpose taking intoaccount the markets being targeted by the property (eg. families on holiday v short stay commercial reps), ifthere are irons in the units, if there are outdoor drying facilities


A clean, well maintainedwashing machine isprovided

Drying facilities and aclothes drier are provided

Basic light fittings withadequate light distribution

Floors, walls and ceilingsmay show

An approximate ratio 1 machineand 1 drier per 35 beds(excluding sofa beds)

Machines are of automatic typeand may be coin operated

Laundry is for guest use only

Laundry has natural lightingwith directional light fittings soas not to cast shadows on workarea

Ventilation by way of ducting orwindow is provided

Bench space or washingbaskets is provided

Multi function iron and ironingboard are of good quality andpermanently located with waterjug (unless in all units)

Washing tub has hot and coldwater supplied

Floors and walls are maintainedwith minimal sign of wear andtear

Outdoor drying facilities are

provided

Automatic washing Machine /drier numbers exceed thestandard ratio

Ample bench space provided

Well maintained with co-ordinated dcor with floors,walls and ceilings retainingtheir as new appearance

A number of added amenitiesand services for guestconvenience eg. warmwashes, seating, magazines,laundry service that isadvertised in the room isavailable, laundry room isavailable for use 24 hours

Free floor space allows formore than one user at thesame time

Comments:


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5.0 Public Areas, continued

5.2 Extra FacilitiesExamples might include: restaurant, bar, conference facility, infant facilities, childrens play area, BBQ area,swimming pool, sauna, spa, gym, business services.

Apply fit for purpose as to what facilit ies are relevant for business type.

Note: These facilities and services may be provided on- or off-site. Any off-site facilities are free to use as part of

the stay at the establishment. They are optional requirements however, if provided, the quality, range,presentation, ease of use and location (ie. how nearby are they?) will be taken into account in the quality score.

Minimum Entry Requirements All facilities provided are clearly stated in the compendium or other communication material in the unit Hours of availability of all extra facilities and recreation areas clearly posted All recreational equipment in good operating condition with instructions available


Limited range of additional

features / recreationalfacilities, if any

A range of additional

(minimum 3) recreationalfacilities

Good quality of additionalrecreational facilities

Excellent range of additional

(minimum 5) recreationalfacilities

Excellent quality of additionalrecreational facilities

Comments:


23/25




6.0 General Requirements

6.1 General Business Practices

Minimum Entry Requirements Adequate public liability insurance cover of at least $1 million including punitive and exemplary damages Clear written standards for customer service ie. Suggest: Industry or QM Template Clear written procedure for handling of complaints ie. Suggest: Industry or QM template Acknowledgement of all written complaints Evidence of Compliance with Qualmarks Code of Ethics Commitment to good staff training and management practices

5 Star Minimum Requirements

No section has a score less than 3 24 Hour on-site Manager Pillow menu


Written evidence of every daybusiness practices eg. how todeal with reservations, meet &greet procedures etc

Some form of staff training isprovided eg. buddies-system

Some documentation on keyaspects of the businesssoperations eg. key contacts,emergency procedures

Written evidence of gooddocumentation of key businessaspects eg. job descriptions,minders manual, cleaningschedules, maintenance plan,policies and procedures

Documented staff inductionprocess in place, includingsome training in customerservice eg. checklists, servicestandards

Appropriate monitoring ofservice standards eg. throughanalysing complaints,comments, guest feedback etc

Membership of a relevantindustry / businessassociation (does not includemarketing groups) ITOC,MANZ, TIA, Chamber ofCommerce

Evidence of strong focus oncustomer service andcontinual improvement

Comprehensivedocumentation of all keypolicies and procedures,proactive approach to qualitymanagement presented in anindexed ops manual

Emphasis placed on stafftraining, especially incustomer service and safetyaspects eg. first aid training

Proprietor takes a strategicoutlook with evidence ofmarketing and / or businessplanning

Comments:


24/25




7.0 Responsible Tourism Operations

7.1 Responsible Tourism Operations


Any past environmental / community problems have been effectively overcome All necessary statutory licences, permits and / or consents have been obtained and are current. This includes

concessions and / or consents for operating on land other than owned or leased.

Where applicable, an operators land use complies with all regional, district and conservation management

plans in place for the area. This is particularly relevant where the area is a national park, reserve and / ormarine reserve.

In regions which offer recycling (whether kerbside or transfer stations at dumps), facilities are in place forstaff and customers / guests to collect and separate waste for recycling

Evidence that a checklist or similar tool has been used to reviewthe environmental impact of the business Any environmental claims made in promotional materials (including website communications) can be

substantiated

Evidence of 3 key initiatives in place that reduce waste, energy or water consumption Where applicable, effective air, water, noise and / or light pollution management is in place

Comments:


25/25

8.0 Enviro Award AssessmentNote: This section is optional and has no effect on the overall score for the assessment

8.0 Enviro Award Assessment


Any past environmental / community problems have been effectively overcome All necessary statutory licences, permits and / or consents have been obtained and are current. This

includes concessions and / or consents for operating on land other than owned or leased.

Where applicable, an operators land use complies with all regional, district and conservation managementplans in place for the area. This is particularly relevant where the area is a national park, reserve and / ormarine reserve.

In regions which offer recycling (whether kerbside or transfer stations at dumps), facilities are in place forstaff and customers / guests to collect and separate waste for recycling

Evidence that a checklist or similar tool has been used to reviewthe environmental impact of the business. Any environmental claims made in promotional materials (including website communications) can be

substantiated

Evidence of 3 key initiatives in place that reduce waste, energy or water consumption Where applicable, effective air, water, noise and / or light pollution management is in place


Evidence that an actionplan is reviewed at leastevery 2 years and thatimprovementopportunities areidentified

Evidence of 9 keyinitiatives that mitigate themajor resource impact inwaste, energy and waterconsumption are in place

Documented evidence ofmonitoring at least1key aspectrelevant to the major resourceusages of the business

Evidence that an Environmental& Social Responsibility TourismStatement is publicly displayedto encourage customerengagement

Evidence of 12 key initiativesthat mitigate the major resource

impact in waste, energy andwater consumption are in place

Evidence of significantcontribution towards at least 1community or conservationactivity relevant to businesssize

An individual or team within thebusiness has formalresponsibility forimplementation of the plan andpossible improvements

Documented evidence of usingthe Qualmark ECG or othermonitoring tool for the twomajor resource uses of yourbusiness

Evidence that staff are trainedand follow theResponsibleTourism plan of action andcancommunicateit

Evidence of 25 key initiatives inplace including those that

mitigate the majorenvironmental impacts of thebusiness under a do no harmprinciple

Evidence of significantcontribution towards at least 1community and 1 conservationactivity, relevant to businesssize

Evidence that the business istaking a proactive role and is anexemplary advocate of

responsible tourism

Comments:

Documents

Qualmark NZ Motel Criteria