Hotel classification by the level of service

Service level is a measure of benefits to the guests. Some hotels offer more than one level of service. The level of service is usually reflected in a guest’s room rate.

Lodging properties can be discussed in terms of three different levels of service:

· World-class service: Hotels providing luxury service, which are only affordable by the affluent, executives and the like. (Basics plus fine décor, concierge, lavish upscale amenities, laundry services, business centre, opulent meeting space, et cetera)

· Mid-range service: Medium-sized properties with modest but sufficient service. (Rooms, restaurant, bar, lounge, limited meeting space, et cetera)

· Economy/limited service: clean, comfortable and inexpensive facilities with minimal amenities and primary services.(Room, limited F & B operations, limited in-room facilities, et cetera)

In different countries hotels are graded in a different way. The most famous systems are the following:

Star ratings*****

Hotels are given a rating of one to five Stars - the more Stars, the higher the quality and the greater the range of facilities and level of service provided.

A brief explanation of the Star Ratings is outlined here and shows what is included at each rating level (note that each rating also includes what is provided at a lower Star rating)

* Practical accommodation with a limited range of facilities and services, and a high standard of cleanliness throughout (75% of rooms will have en-suite or private facilities). Friendly and courteous staff. A restaurant/eating area offering breakfast and dinner to you and your guests. Alcoholic drinks served in a bar or lounge.

** Good accommodation offering a personal style of service with additional facilities, normally including a lift. More comfortable bedrooms (all with en-suite or private facilities and colour TV).

*** Often a larger establishment with more spacious public areas and bedrooms, all offering a significantly greater quality and range of facilities and services. A more formal style of service with a receptionist. A wide selection of drinks, light lunch and snacks served in a bar or lounge. Room service for continental breakfast and laundry service.

**** Superior comfort and quality. All rooms with en-suite facilities. Spacious and well appointed public areas, and a strong emphasis on food and drink. Experienced staff responding to your needs and requests. Room service for continental breakfast and laundry service.

***** Spacious and luxurious offering accommodation, extensive facilities, services and cuisine of the highest international quality. Professional, attentive staff, exceptional comfort and a sophisticated ambience.

Guest Accommodation - Diamond Ratings

Guest Accommodation, which includes guesthouses, bed and breakfasts, inns and farmhouses and other establishments not eligible for hotel standard, is rated from one to five Diamonds. The scheme puts emphasis on quality with a minimum requirement of facilities applying to all Guest Accommodation covering areas such as cleanliness, service and hospitality, bedrooms bathrooms and food quality. Progressively higher levels of quality and customer care must be provided for each of the one to five Diamond ratings.

A brief explanation of the Diamond Ratings is outlined here and shows what is included at each rating level (note that each rating also includes what is provided at a lower Diamond rating)

Clean accommodation, providing acceptable comfort with functional decor and offering as a minimum, a full cooked or continental breakfast. Other meals, where provided, will be freshly cooked. You will have a clean, comfortable bed, towels and fresh soap. Adequate heating and hot water available at reasonable times for baths or showers at no extra charge. An acceptable overall level of quality and helpful service.

In addition to that provided at One Diamond: A sound overall level of quality and customer care in all areas.

In addition to that provided at Two Diamond: Good quality, comfortable bedrooms; well maintained, practical decor; a good choice of quality items available for breakfast; other meals provided, will be freshly cooked from good quality ingredients. A good degree of comfort and customer care.

In addition to that provided at Three Diamond: A very good overall level of quality in all areas and customer care showing attention to your needs.

In addition to that provided at Four Diamond: Ample space with a degree of luxury, excellent quality bed, high quality furniture, and excellent interior design. Breakfast offering a wide choice of high quality fresh ingredients; other meals, where provided, seasonal local ingredients. Excellent levels of customer care anticipating your needs.

Self-Catering Accommodation - Key Ratings

The ETC operates a Key rating scheme for self-catering accommodation. Ratings are awarded from one to five Keys for facilities and equipment, the more Keys the wider the range.

All accommodation must be clean and comfortable. A summary follows:

Clean and comfortable accommodation with cooker (including oven and grill) - fridge - TV - adequate table and seating provision - full inventory of crockery, cutlery and equipment.

Facilities and equipment as for One Key, plus: Colour TV - automatic electric kettle - easy chair seating - electrical shaver point or adaptor.

Facilities and equipment as for Two Keys, plus: The unit will be self-continued - vacuum cleaner - ironing facilities - linen and towels free or for hire.

Facilities and equipment as for Three Keys, plus: Washing machine and tumble dryer available - garden furniture where there is a patio or garden - coffee maker.

Facilities and equipment as for Four Keys, plus: Washing machine and tumble dryer or laundry facilities - telephone - hairdryer - dishwasher - fridge-freezer - food processor and microwave all available within the unit.

Holiday, Touring and Camping Parks

ETC Scheme

For the year 2000 the ETC has re-launched the ratings scheme for holiday parks, touring parks and camping parks awarding a rating of one to five Stars based on the quality of service, cleanliness, environment and facilities provided.

Acceptable quality standard

Good quality

Very good quality

Excellent quality

Exceptional quality

Rose Awards are given to high quality caravan parks that provide a good proportion of first class holiday caravans for hire.

AA Pennant Scheme

The AA awards pennants on 4-point scale to touring caravan and camping parks according to their style and the range of facilities they offer. Town and Country Pennant Parks offer a fairly simple standard of facilities.

3-Pennant Parks offer a greater degree of comfort, with modern or modernised toilet blocks.

4-Pennant De-Luxe Parks will be of a very high standard, with good landscaping, natural screening and attractive park buildings.

5-Pennant Premier Parks are of an award winning standard and will be set in attractive surroundings with superb landscaping.

National Accessibility Scheme

The English Tourism Council and National and Regional Tourists Boards throughout Britain types of places to stay, on holiday or business, that provide accessible accommodation for wheelchair users and others who may have difficulty walking.

The Tourist Boards recognise three categories of accessibility:

Accessible to all wheelchair users including those travelling independently.

Accessible to a wheelchair user with assistance.

Accessible to a wheelchair user able to walk short distances and up at least three steps.

Self-Catering

This type of accommodation is graded according to its decoration, furniture and equipment and not to the range of services. This then allows smaller accommodation to achieve a higher grade, although what it offers may be limited in facilities.

The Dragon Grades

Grade 5 Excellent

Grade 4 Very Good

Grade 3 Good

Grade 2 Approved

Grade 1 Standard

Дата добавления: 2015-11-16