There are five levels of quality ranging from One to Five Star for hotel assessment. To obtain a higher Star rating a progressively higher quality and range of services and physical facilities should be provided across all areas with particular emphasis in five key areas:
Research indicates that quality is of key importance but visitors also expect the level of services and range of facilities in hotels
to increase at each Star rating level.
We use phrases such as ‘good’, ‘very good’ etc. to signify ascending levels of quality in broad terms only. These standards indicate typical onsumer expectations of each star level. They are neither prescriptive nor definitive because we recognise the wide variety of quality elements that can be included – for example, style, which can range from traditional to minimalist.
What is Quality?
When we are assessing quality we take into account the following:
- intrinsic quality – the inherent value of an item.
- condition – the maintenance and appearance of an item. Is it fit for the purpose?
- physical and personal comfort – does the quality or lack of an item detract in any way from the comfort of the guest?
- attention to detail – the evident care taken to ensure that the guest experience is special and of the same high standards for all.
- guest choice and ease of use – the guest experience is enhanced through choice – be it the choice of beverages in his/her room or the choice of room temperature. This is further improved by how usable the guest finds the room and its contents.
- presentation – the way the room and its contents are presented for guests’ arrival and during their stay.