Rating and Grading of Hotels

7/28/2019 Rating and Grading of Hotels

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IHM, Gwalior Welcomes

the participants to this session02.06.2012.


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Hotel rating and grading system There is so far no international classification syste

which is accepted to all the countries. Many countries use 1 to 5 star system In USA hotels are rated from 1 to 5 diamonds Some hotels have claimed a six or seven-star rating

their operation. (Example: Burj Al Arab in Dubai 7


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What do these ratings mean?

Subjectivity Quality and quantity of service and facilities Let the market rule Obstacles to international agreement Cost Because there is no overall authority for assigning

hotel ratings on an international basis.

It is the customer who ultimately decides thequality of the hotel based upon the quality of guest experience.


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systems in force in different parts of the world

EUROPEAN HOTELSTAR UNION. American automobile Association AAA. Chinas green classification system Guide Michelin Mobil Travel Guide Britains harmonized classification system Irelands classification system Spains regional approach Other classification systems


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One Star

100 % of the rooms with shower/WC or bathtub/WC Daily room cleaning

100 % of the rooms with color-TV togetherwith remote control Table and chair

Soap or body wash Reception service - Facsimile at the reception Breakfast - Beverage offered


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In addition to the single star (*) hotels Breakfast buffet

Reading light next to the bed Bath essence or shower gel Bath towels and Linen shelves Offer of sanitary products (e.g. toothbrush,

toothpaste, shaving kit) Accept Credit Cards

Two Star


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In addition to the standard star (**) hotels: -Reception opened 14 hours, accessible by phone 24hours from inside and outside,bilingual staff (e.g. German/English)Luggage serviceBeverage offer in the roomTelephone in the room - Internet access in the room orin the public areaHair-dryer, cleansing tissue - Dressing mirror, place toput the luggage/suitcaseSewing kit, shoe polish utensils, laundry and ironingservice

Three Star


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In addition to the comfort star (***) hotels: Lobby with seats and beverage service Breakfast buffet or breakfast menu card via room se

Minibar or 24 hours beverages via room service Arm chair/sofa with side table Bath robe and slippers

Cosmetic products (e.g. shower cap, nail file, cottonvanity mirror, tray of a large scale in the bathroom)

- Internet access and internet terminal

" la carte"-restaurant

Four Star


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In addition to the (****) hotels: Reception opened 24 hours, Multilingual staff Doorman-service or valet parking Concierge

Spacious reception hall with several seats andbeverage service

Five Star


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Personalized greeting for each guest with freshflowers or a present in the room

Minibar and food and beverage offer via roomservice during 24 hours

Safe in the room Ironing service (return within 1 h) Shoe polish service


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What is missing?

How can a five-star hotel in one city be sodifferent in its services, quality and facilitiesfrom a hotel in another part of the world?

One of the most important elements of theguest hotel experience is service standards,which do not generally form part of a hotelrating system.


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The Green Influence

Environmentally friendly facilities will are now acore criterion of China's hotel rating system.Green measures can be reflected in many

dimensions, such as hotels' design andarchitecture, their building materials' selectionand their customers' consumption habits, whichhotels can influence.

China currently has more than 14,000 hotels,including 572 five-star establishments and 2,149four-star hotels.


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Questions

Should the industry adopt some sort of international rating standard that wouldsupersede the ever-growing number of

independent and consumer-generatedInternet ranking sites?Is that even possible?Does a sixth tier need to be created to addnew, ultra-luxury properties to what havetraditionally been five-category rankingsystems?


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Criteria for EffectiveClassification Systems

Establish categories Set criteria for each classification Provide for special types of accommodation Establish inspection and classification methods Assess the standard of cuisine separately Establish penalties Operate independently of the tax system Offer a means of appeal to a higher authority in

the event of a dispute.


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Accommodation

HotelMotelsResorts

Time Share HotelsCondominiumsConference Centres


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Hotel classification

Hotels are classified by : 1. Hotel size

2. Target markets 3. Levels of Service 4. Ownership and affiliation


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Introduction to Hospitality/Front Office

Commercial hotels/corporate hotels

Airport hotels

Suite hotels

Extended stay hotels

Residential hotels

Resort hotels

Types of Hotels


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Types of Hotels (continued )

Bed and breakfast hotels

Vacation ownership and condominium hotels

Casino hotels Convention hotels

Alternative lodging properties


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Hotels Commercial

/corporate HotelsLocated in downtown orbusiness districts- area thatare convenient and of interest to their target

markets.Guest amenities atcommercial hotels mayinclude complimentarynewspapers, cabletelevision, swimming pool,health club, high speedinternet access .

Airport hotels

Located near the airports-especially internationalairports.Target Market: airlinepassengers, cancelled flight,airline personnel.Hotel-owned courtesy vanstransport guests between

the hotel and the airport.


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Corporate hotel


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Corporate hotel


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Airport Hotel


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Hotels ( continued)

Suite Hotels

Suite hotels are among thenewest and fastest-growingsegments of the lodgingindustry.

These suite hotels featureguestrooms with a livingroom and separate bedroom.Some guest suites includes acompact kitchenette with

fridge and mini bar.Target Market: Professionals

such lawyers, accountants

Resorts Hotels Resort hotels are located in

the mountains, on an islandor exotic location away fromcrowded residential areas.

More leisurely, relaxedatmosphere

Resort hotels provide specialactivities such as golf, sailing,skiing.


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Resort Hotel


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Hotels ( continued)

Vacation ownershiphotel/time share hotelIndividuals who purchasethe ownership of accommodation for aspecific period of time-

usually one or two weeksa year. These owners thenoccupy the unit.

These hotels arebecoming popular inresort areas.

Casino Hotels

Hotel with gambling facilities. Casino hotels attract

guests by promoting

gaming and provide abroad range of entertainment activities.

Some casino hotels are

very large, housing asmany as 4,000guestrooms


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Casino Hotel


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Serviced Apartments


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Extended Stay Hotel


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Extended Stay Hotels gives you the choice of budget studios for

business travel, relocation, temporary housing or vacations as well assuites for daily and weekly rentals. Free yourself from the confinesof your average hotel room. Every suite has a kitchen so you cancook and eat on your own schedule. Spend more time relaxing and

less money on your next trip for business or leisure. When should you consider long-term studio suite accommodations? Working on an extended project away from homeGoing away on a budget vacation and still prefer to have akitchen and access to laundry Remodelling or buying a homeRelocating to a new job

Visiting relatives


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Levels of Service

There are three levels of service:

World-Class Service Mid-Range service Economy/limited

Service


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World-class Service

World-class service sometimes called luxuryservice.Attract top business executives, entertainmentcelebrities, high-ranking political figures and

wealthy clientele.Oversized guestrooms , supply heated towels andfloor and selection of refreshment centres, andmore expensive furnishings , dcor and artworks in

the guest-rooms.Housekeeping provide twice daily service a day(turn down service and daily cleaning service)


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World-class service (continued)

World-class hotels stress personalised guestservices and maintain high ratio of staff membersto guests.

In some world-class hotels certain floors aredesignated as executive floor and offer luxuryservices.

Executive floors contain private lounge, andoffered special complimentary food and beverageservices.


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Mid-Range Service

Mid-range service hotels attract the largestsegment of the travelling public.

The service is modest and sufficient.

The guests who stay in the mid-rangeservice hotels are business people,individual travellers and families.

Economy/limited service


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Economy/limited service

These properties provides clean, comfortable andinexpensive rooms and meet the basic needs of guests.

Economy service hotels attract budget-mindedtravellers, tour groups, families with children andgroup of conventioneers.


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Ownership and Affiliation Categories

Independent Hotels

Chain Hotels

Management ContractFranchise

Referral Group


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Independent Hotels

Independent hotels have no relationship to other hotels regarding

policies, procedures, marketing or financial obligations. For example An Independent property is a family owned and operated hotel

that is not required to conform to any corporate policy orprocedure.

Its unique advantage is autonomy and flexibility. Independent hotel can quickly adapt to changing market

conditioning. Disadvantages are : unable volume purchasing, and broad

advertising


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Chain hotels

Chain ownership imposes certain standards, rules, policies and

procedures.

Some chains have strong control over the architecture,management and standards.

Advantage: Advertising, purchasing and marketing.

A chain is classified as operating under a management contract orfranchise or referral group.


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Management contracts

Management companies are organisation that operate propertiesowned by other. In other word, management company is hired torun a hotel.

Management contracting a a means of expanding a hotel

companys operations with far less investment.

Advantage: Expertise in operations, financial management, staffing,marketing and reservation services.


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Franchise and referral groups

Franchising is selling the right to conduct a business.Franchisor offers the quality of product and developstandards for design, dcor, equipment and operating

procedures.Some of the best known U.S hotels belong to franchiseand referral groups.For example, Four points hotels by Sheraton are

franchises. Advantage: Volume purchase, amenities, linen and towels.Etc.


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Referral group

A group of independent hotels that have banded together for theircommon good.

Hotels within the group refer their departing guests or those gueststhey cannot accommodate to other properties in the referral

group.


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Documents

Rating and Grading of Hotels