National Eco Tourism Plan
Transcript of National Eco Tourism Plan
1
INDEX MINIMUM REQUIREMENTS FOR STAR RATING OF HOTEL 1. QUALITATIVE AND AESTHETIC 2 REQUIREMENTS
2. COMMON AREAS 3 - 102.1 ReceptionArea(hall,lounge,lobby,mainentrance, facilitiesforthedisable)2.2 Bar 2.3 FineDiningRoom/Restaurant/BreakfastRoom2.4 Banquet/ConferenceHall2.5 Restaurants2.6 OutdoorArea/IndoorArea2.7 Entertainments/Recreation/Sports2.8 SanitaryInstallationforCommonAreas2.8.1 PublicToiletsfortheDisabled(OKU)2.9 Dustbins2.10 ThermalConditionsforCommonAreas2.11 PublicTelephone2.12 Lifts2.13 Corridors2.14 CorridorsPrecautions
3. BEDROOMS REQUIREMENT 10 – 173.1 MinimumSizeofBedroom3.2 BedroomsFurnitureandFittings3.3 ElectricalEquipment3.4 BedroomWindows3.5 BedroomDoors3.6 ThermalConditionsinBedroom,Ventilation3.7 VentilationRooms3.8 BedroomCommunicationSystem3.9 Audio–VisualInstallationsinAllCategories3.10 DrinkingWaterinBedrooms3.11 InformationMaterialinBedroom3.12 StationeryinBedrooms3.13 Sound-ProofingBedroom3.14 Suite3.15 SanitaryInstallationforBedrooms3.16 WaterHose3.17 Bedlinen,Towels3.18 RoomfortheDisabled(OKU)
4. SERVICES 18 – 224.1 FoodandBeverageService4.2 FrontDeskService4.2.1 SafetyDepositBox4.2.2 Left-LuggageFacilities4.2.3 ForeignExchange4.2.4 BusinessCentre4.2.5 InternetAccessServices4.2.6 CreditCardFacilities4.2.7 TourismService4.3 ShoppingArcade4.4 Laundry&ValetService4.5 MedicalService4.6 FirstAidFacilities
5. SAFETY STANDARDS AND HYGIENE 22 – 245.1 Fire,Electricity,andOtherSafetyFacilities,Security5.2 EmergencyPowerSupply5.3 Kitchen5.4 SeparateCompartment5.5 FoodProtection5.6 Refuse5.7 InsectandVerminProtection
6. STAFF 24 – 276.1 NumberofStaff6.2 Employment6.3 QualificationofTheStaff6.3.1 GeneralQualification6.3.2 Language6.3.3 ModeofGreeting6.4 StaffUniform6.5 MedicalExamination6.6 StaffFacilities6.6.1 SanitaryInstallations6.6.2 RestArea&ChangingRooms6.6.3 StaffCanteen6.7 Surau 6.8 Staff Training (HRDF)
7. MANAGEMENT 27
8. MINIMUM ROOM RATES 27
2
NO.
1.
2.
3.
4.
5.
6.
CRITERIA
QUALITATIVEANDAESTHETICREQUIREMENT
COMMONAREAS
BEDROOMREQUIREMENT
SERVICES
SAFETYANDSTANDARDHYGIENE
STAFF
NO. OF QUESTIONS
2
15
18
13
8
12
MAX POINTS
20
150
180
130
80
120
WEIGHTAGE %
10%
15%
15%
30%
10%
20%
CALCULATING FORMULA
(___x10)= 20
(___x15)= 150
(___x15)= 180
(___x30)= 130
(___x10)= 80
(___x20)= 120
TOTAL
100
MINIMUM REQUIREMENTS FOR STAR RATING OF HOTEL
3
MINIMUM REQUIREMENTS FOR STAR RATING OF HOTEL
CRITERIA
QUALITATIVEANDAESTHETICREQUIREMENTS(Thefunctionandaestheticarebasedonallequipmenti.e.furniture,softfurnishing,decorationandbathroom,sanitarywareandfitting)
NOTE:Safereferstoallthelegalrequirementsforsafetye.g.CertificateofFitness.
Function:Useofspace,seating,capability,trafficflow,operationalneeds.
Colour:Reflectionanduseoflights,colourschemeandcombination.
Aesthetic:Stylecharacteremphasis(designfeature)
Ambience:Tocreateanaestheticallypleasingenvironmentandconditionwhichencourageasuitableatmospherecomplementarytostyleofservice.
NO.
1.
ONE-STAR
Safe,functional.Standardqualityandwellmaintained
THREE-STARSafe,functional,verygoodqualityandwellmaintainedandofgoodtaste
Localandappropriatedecorationincommonareas
FOUR-STARSafe,functional,excellentqualityandtasteandwellmaintained
Localandappropriatedecorationincommonareas
Localdecorationinbedrooms
FIVE-STARSafe,functional,highestqualityandtasteandwellmaintained
Localandappropriatedecorationincommonareas
Localdecorationinbedrooms
TWO-STAR
Safe,functional.Standardqualityandwellmaintained
4
MINIMUM REQUIREMENTS FOR STAR RATING OF HOTEL
CRITERIA
COMMONAREAS
2.1 RECEPTIONAREA (hall,lounge,lobby, mainentrance,facilities forthedisabled(OKU)
ONE-STAR
1. Receptionarewith sittingfacilities foratleast2 persons
2. Facilitiesforthe disabled.
THREE-STAR
1. Well-appointed receptionhall/ lounge, commensurateto thesizeofhotel
2. Suitablemain entrancewith specialprovisions forthedisabled. mainentrancewith specialprovisions forthedisabled.
FOUR-STAR
1. Well-appointed
andwell decorated spacious lobby/lounge, commensurate tothesizeof hotelwithsitting facilities.
2. Suitablemain entrancewith special provisionsfor thedisabled.
FIVE-STAR
1. Well-appointed andwelldecorated spaciouslobby /loungereading andwritingarea, commensurateto thesizeofhotel.
2. Havingasuitable mainentrancewith specialprovisions forthedisabled.
TWO-STAR
1. Receptionarewith sittingfacilitiesfor atleast2persons
2. Facilitiesforthe disabled.
NO.
2.
2.2BAR NotCompulsory Whereverpermissiblebylaw,thereshouldbeabar.
Whereverpermissiblebylaw,thereshouldbeaseparatebarwithanatmosphereofcomfort.
Whereverpermissiblebylaw,thereshouldbeanelegantbarwithanatmosphereofcomfortandluxury.
NotCompulsory
Smokingarea(s)tobeavailable
5
MINIMUM REQUIREMENTS FOR STAR RATING OF HOTEL
CRITERIA ONE-STAR THREE-STAR
Clean,wellequippedandwellmaintaineddiningroom/restaurant,sizeinproportiontohotelcapacityservingbreakfast,lunchanddinner.
FOUR-STAR
1. Clean,well equippedand wellmaintained diningroom/ restaurant;
2. Breakfast,lunch &dinnerserved withvaried choiceof beverages;
3. Highstandard oflocal decoration, furnitureand service;
4. Goodqualityof F&BLinen• Napkin• Tablecloth• Tableskirting• Greenfelt(if thereare recycled materials, evaluatorwill considergiving bettermarks)
5. F&BItems• Glassware• Cutlery/ Flatware• TableSeating• ChinaWare
FIVE-STAR
1. Diningroom /restaurantwith capacitytoserve allhotelguestsas andwhenrequired;
2. Specialtyrestaurant &privatedining roomsavailable;
3. Excellentstandard withregardsto cuisine(qualityand variety)choice ofwines&other beverages,décor, furniture&service;
4. F&BLinen• Napkin• Tablecloth• Tableskirting• Greenfelt(ifthere arerecycled materials,evaluator willconsidergiving bettermarks)
5. F&BItems• Glassware• Cutlery/Flatware• TableSeating• ChinaWare
TWO-STARNO.
2.3 FINEDININGROOM/ RESTAURANT/ BREAKFASTROOM
NotCompulsory NotCompulsory
6
MINIMUM REQUIREMENTS FOR STAR RATING OF HOTEL
CRITERIA
2.4 BANQUET/CONFERENCE HALL
2.5 RESTAURANTS
2.6 OUTDOORAREA/INDOOR AREA
2.7 ENTERTAINMENT/ RECREATION/SPORTS
ONE-STAR
NotCompulsory
NotCompulsory
THREE-STAR
Meetingroomsfacilityavailableforatleast20people.Prayerroomavailable.
Atleastawell-appointedrelaxationareaforhotelguests
MusicandTVmadeavailableandacornerforindoorgamesfacilities
FOUR-STAR
Banquet/conferencehallwithadequateconferencefacilitiesandservices.Prayerroomavailable.
Acommonoutdoorareaoraspaciouscommonterracetocreateanatmosphereofcomfort.
1. Swimmingpool foradult& children;
2. Swimmingpool isattendedby qualifiedlife guardforpools (morethan 4.5ft.)and poolattendant forshallowpool;
3. Recreation –healthclub gymnasium/ saunaand facilities (outdoorand indoor);
FIVE-STAR
Banquet/conferencehallwithcompleteconferencefacilitiesofinternationalstandards.Prayerroomavailable.
Acommonoutdoorareasuchasgarden,aroofgardenoraspaciouscommonterracetocreateanatmosphereofcomfort.
1. Swimmingpoolfor adult&children;
2. Swimmingpoolis attendedby qualifiedlife guardforpools (morethan4.5ft.)a ndpoolattendant forshallowpool;
3. Recreation–health clubgymnasium /saunaand facilities(outdoor andindoor);
TWO-STAR
NotCompulsory
NotCompulsory
NO.
AtleastaRadio/TVincommonareas
Allcategories-RestaurantservingHalalandNon-HalalFoodmusthaveseparatekitchen,storagefacilities,washingfacilities,utensilsandequipments.SubjecttoJAKIM’s
7
MINIMUM REQUIREMENTS FOR STAR RATING OF HOTEL
ONE-STAR FOUR-STAR
4. Creation ofactivitiesin promoting culture andtraditional performance inlocalways oflifearetobe encouraged;
5. Localartistsare tobegiven priorityto performinthe hotel.
FIVE-STAR
4. Creationof activitiesin promotingculture andtraditional performancein localwaysoflife aretobe encouraged;
5. Localartistsare tobegivenpriority toperforminthe hotel.
TWO-STARNO.
Encouragethepracticeofnoisecontrolprogram
1. Publictoilets(separateforladies&gentlemen)forguestsnear commonareas;
2. Shouldbeclean&ingoodrunningorder,havewashingfacilities withwatersavingtechnique;
3. Theuseofpress(water-saving)waterhose;
4. Sufficientsupplyoftoiletpaper(madefromrecycledmaterial), cleantowelsandhotairdrier;
5. Publictoiletsshouldbelabelledaccordingtogender.
1. Publictoilets(separateforladies& gentlemen)forguestsnearcommon areas;
2. Shouldbeclean&ingoodrunningorder, havewashingfacilitieswithwatersaving technique;
3. Theuseofpress(water-saving)water hose;
4. Sufficientsupplyoftoiletpaper(made fromrecycledmaterial),cleantowelsand automatichotairdrier;
5. Advisabletousebio-degradableliquid dispensershampoo;
6. Sanitarypapertoweldisposalfacility;
7. Publictoiletstobelabelled.
THREE-STARCRITERIA
2.8 SANITARYINSTALLATIONS FORCOMMONAREAS
2.8.1 PUBLICTOILETSFORTHE DISABLED(OKU) Allcategories:Publictoiletsforthedisabledshouldbeprovided.
8
MINIMUM REQUIREMENTS FOR STAR RATING OF HOTEL
ONE-STAR
Fan(s)fortheventilationinpublicrooms.
Atleastonetelephonefacilityforguestsuselocatedatthecommonareas/receptionareaand/ornearby
1. Liftsaretobe providedforrooms situatedfivefloor or60ftandabove.
FOUR-STAR
Centralairconditionguaranteeingthermalcomfortdependingonlocationandsituation
Sufficienttelephonefacilities/cardphone/equivalentforguestuselocatedatthereceptionareaand/ornearby
1.Liftsareprovided wherethereare morethanfive floorsor60ft, includingground andbasementif publicfacilities arelocatedinthe latter;
FIVE-STAR
Centralairconditionguaranteeingthermalcomfortdependingonlocationandsituation
Sufficienttelephonefacilities/cardphone/equivalentforguestuselocatedatthereceptionareaand/ornearby
1. Liftsareprovided wherethereare morethanfive floorsor60ft, includingground andbasementif publicfacilitiesare locatedinthe latter;
TWO-STAR
Fan(s)fortheventilationinpublicrooms
Atleasttwotelephonefacilities/equivalentforguestsuselocatedatthereceptionatthelobbyornearby
1. Liftsaretobe providedforrooms situatedfivefloor or60ftandabove.
2. Liftcapacityin proportiontothe roomcapacity.
NO.
Allcategories:
1. Nodryliquidrefuseorfilthofanysortshallbepermittedtobedepositedinanypartofthehotelexceptinapproved patterndustbinsprovidedforthatpurpose;
2. Adequatenumberofbinswithlidstobeprovided;
3. Allbinstobelinedwithplasticbagsbeforedumpingrefuseintothem;
4. Allbinstobeplacedatsuitableareasoastopreventcontaminationtofoodstuff;
5. Binsusedforfoodwastetobecoveredandplacedatsuitablelocation;
6. Useofseparatewastebins(Brown/Blue/Orange)withlabelsforrecyclingpurpose(Glass/Paper/
Regularmonitoringandmaintenancetoensuretheairquality.
THREE-STAR
Airconditionguaranteeingthermalcomfortinpublicroomsdependingonlocationandsituation.
Sufficienttelephonefacilities/cardphone/equivalentforguestuselocatedatthereceptionareaand/ornearby
1. Liftsareprovided wherethereare morethanfive floorsor60ft, includingground andbasementif publicfacilities arelocatedin thelatter;
CRITERIA
2.9 DUSTBINS
2.10 THERMALCONDITIONS VFORCOMMONAREAS
2.11 PUBLICTELEPHONES
2.12 LIFTS
9
MINIMUM REQUIREMENTS FOR STAR RATING OF HOTEL
ONE-STAR FOUR-STAR
2 Liftcapacityin proportiontothe roomcapacity;
3 Separate services lift.
FIVE-STAR
2. Liftcapacityin proportiontothe roomcapacity;
3. Separateservices liftforstaff,service andluggage;
4. Encouragetohave smart–elevators/ lift(energy-saving)
TWO-STARNO.
3
Allcategories:Corridorsorotherspacesoutsideguestroomshouldbecoveredwithnoiseabsorbingmaterialandmaterialusedshouldbeof“fire-proof”/shouldhaveafireretardanttreatment.
Allcategories:
1. Corridorsheadingtoguestroomsshouldbeilluminated24hoursandshouldbewideenoughforemergency situation.Materialsusedshouldbeof“fire-proof”/shouldhaveafireretardanttreatment;
2. Firesafetyrequirementtobeadheredto;
3. Equippedwithcommunicationsystem/overridingpagingsystem.
1. Bedswithcleanlinen,blankets,cleanpillowsandmattresses;(tobechangeduponrequest–forthesameguest(s)
THREE-STAR
11.5sqm2.5M
28sqm2.5M
36sqm2.5M
15sqm2.5M
18sqm2.5M
CRITERIA
2.13 CORIIDORS
2.14 CORRIDORS PRECAUTIONS
BEDROOMREQUIREMENTS
3.1 MINIMUMSIZEOF BEDROOMS Minimumstandard requirement: a. Size:11.5sqm b. Height:2.5m
3.2 BEDROOM FURNITUREAND FITTINGS 1. Curtain
2. Onenighttable
3. Writingtable
1. Curtain
2. Nighttable
3. Writingtable
1. Curtain
2. Nighttable
3. Writingtable
10
MINIMUM REQUIREMENTS FOR STAR RATING OF HOTEL
ONE-STAR FOUR-STAR
4. Cupboard/wardrobewithhangersandshelves(ordrawers)
5. Mirrors
6. Wastebasket
7. Encouragetoprovideaspecialwastebagwithdifferentcoloursordifferentlabelsforrecyclingpurposesandseparatewastebinswithlabelsforrecyclingpurposes
8. Luggagerack
9. Fridge(localbrandproducts/foodandbeverages)tobemadeavailable
10. Extrabeguponrequest
11. Hairdryeruponrequest
12. Allbedroomsfurnishingtobeofgoodqualityandtasteandwellmaintained.
13. Ironandironboarduponrequest.
FIVE-STARTWO-STAR
4. Cupboard/wardrobewithhangersand shelves(ordrawers)
5. Mirrors
6. Wastebasket
7. Encouragetoprovideaspecialwastebag withdifferentcoloursordifferentlabels forrecyclingpurposesandseparatewaste binswithlabelsforrecyclingpurposes
NO.
EncourageuseoftheelementofMalaysianbatikandlocaldecoration
AllCategories:GreenKiblatsigntobedisplayedclearlyontheceilingofeveryroom
THREE-STAR
4. Onechairandone armchairper room
5. Cupboard/ward robewithhangers andshelves(or drawers)
6. Mirrors
7. Wastebasket
8. Encourageto provideaspecial wastebagwith differentcolours ordifferentlabels forrecycling purposesand separatewaste binswithlabels forrecycling purposes
9. Luggagerack
10.Fridge(local brandproducts/ foodand beverages)tobe madeavailable
11.Allbedrooms furnishingtobe ofgoodquality andtasteand wellmaintained.
CRITERIA
KIBLATSIGNINBEDROOMS
Ashtray–uponrequestindesignatedsmokingroom/areaonly
11
MINIMUM REQUIREMENTS FOR STAR RATING OF HOTEL
ONE-STAR FOUR-STAR FIVE-STARTWO-STARNO.
Allcategories:Toadheretobuildingcodesetbyappropriateauthorityforequipment/appliance
Allcategories:Shouldhave:
1. Lockabledoorswithkeyandlatch/doublelockedfrominsideasadditionalsecurity;2. Eachroommustbenumberedorotherwisemarkedforeasyidentification;3. Mustindicatefireescapeplaninrelationtothehotel;4. Materialsusedshouldbe‘fireresistant’(minimum½hr.)5. Tohavepeepholeontheentrancedoor.
Regularmonitoringandmaintenanceofairconditioningsystemtoensurethequalityofair
Allcategories:Eachroomshallbecapableofbeingnaturallyventilatedbymeanswhichcanbecontrolledbytheroomoccupants.
THREE-STARCRITERIA
3.3ELECTRICAL EQUIPMENT
3.4BEDROOMWINDOWS
3.5ENTRANCEDOORS
3.6 THERMALCONDITIONSIN
BEDROOMS, VENTILATION
3.7 VENTILATIONINROOMS
Atleastoneelectricsocketwithindicationofvoltageineachroom.
Fan(s)forventilationinallrooms.
1. Electricsocket withindication ofvoltagein eachroom
2. Readinglampto beprovided.
3. Electronicdoor KeySystemto beprovidedin everyroom.
Airconditioningguaranteeingthermalcomfortinallbedrooms&designedsothattheguestscanregulatetheroomtemperatureineachroom.
1. Electricsocketwith indicationofvoltage ineachroom
2. Readinglamptobe provided.
3. ElectronicdoorKey Systemtobe providedinevery room.
Airconditioningguaranteeingthermalcomfortinallbedrooms&designedsothattheguestscanregulatetheroomtemperatureineachroom.
1. Electricsocket withindicationof voltageineach room
Fan(s)forventilationinallrooms.
1. Electricsocket withindication ofvoltage ineachroom
2. Readinglampto beprovided.
Airconditionsysteminallbedroomsguaranteeingthermalcomfort,dependingonlocation&situation.
12
MINIMUM REQUIREMENTS FOR STAR RATING OF HOTEL
ONE-STAR FOUR-STAR FIVE-STARTWO-STARNO.
Ashtray–uponrequestindesignatedsmokingroom/areaonly
Radio,TVandcentralmusicsystemineachroomwhichcanbecontrolledbytheguest.
Ashtray–uponrequestindesignatedsmokingroom/areaonly
1. Radioineach roomwhich canbecontrolledby theguest2. SatelliteTVwith min.of4 channels: • Children programme; • Sports programme; • Min.2new programme; • Moviechannel3. Internet broadband services (allfloorstobe provided)
1. Radioineachroom whichcanbe controlledbythe guest2. SatelliteTVwith min.of6channels: •Children programme; •Sports programme; •Min.2new programme; •Moviechannel3. Internetbroadband services(allfloors tobeprovided)
NotCompulsory
NotCompulsory
NotCompulsory
NotCompulsory
Writingmaterialstobeprovided(useofrecycledmaterials)
NotCompulsory Adequatenumberofroomsthatcanbeconnectedandthusconvertedintoasuite(withbedroom,sittingroom,privatediningroom,etc.)
THREE-STARCRITERIA
3.8 BEDROOMS COMMUNICATIONSYSTEM
3.9 AUDIO–VISUAL INSTALLATIONSINALL CATEGORIES:BEDROOMS
3.10 DRINKINGWATERIN BEDROOMS
3.11 INFORMATIONMATERIALS INBEDROOMS
3.12 STATIONERYINBEDROOMS
3.13 SOUND–PROOFINGFOR BEDROOMS
3.14 SUITE
Drinkingwaterandglassesprovidedineachroom.Notcompulsory
Allcategories: 1. Roomtariffs,andotherservicesprovidedbyhotelshallbeprominentlydisplayedineachroom; 2. Informationonfireexitguidelines,emergency,houserulesforguests,mealhoursandchargesaretobe displayedwhereapplicable.
Allcategories:Toadheretothelocalauthoritystandard
13
MINIMUM REQUIREMENTS FOR STAR RATING OF HOTEL
ONE-STAR FOUR-STAR FIVE-STARTWO-STARNO.
Allcategories:Waterhose/bidetorotheralternatives(ladle)tobeprovidedforablutions.–e.g.waterhose
Bedlinensandtowelsmustbechangedforeachnewguest.
Allcategories:Atleastoneroomwithfacilitiesforthedisabled(e.g.lowerbed,shelf,table,ramps,etc.)tobeprovidedinaccordancetoOKUAct2007andtoensuretheentrancedoorisaccessiblebywheelchair.
THREE-STARCRITERIA
3.15 SANITARYINSTALLATIONS FORBEDROOMS
3.16 WATERHOSE
3.17 BEDLINENS,TOWELS
3.18 ROOMFORTHE DISABLED(OKU)
1. Allroomswith completeprivate rooms(wash basin,shower andbathand toilet);
2. Optionalbathtub withshowerhead /showerand runninghotand coldwater. Roomsshould haveadryand wetbathroom area;
3. Bathroomfitting tobeagood quality.
1. Allroomswith completeprivate rooms(washbasin, showerandbath andtoilet);
2. Optionalbathtub andjacuzziwith showerhead/ showerandrunning hotandcoldwater;
3. Bathroomfittingto beofhighest quality.
1. Allroomstohaveattachedbathroom;2. Allroomswithcompleteprivaterooms (washbasin,shower,bathandtoilet).
1. Allroomswith completeprivate rooms(washbasin, showerandbath andtoilet);
2. Optionalbathtub withshowerhead/ showerandrunning hotandcoldwater. Roomsshouldhave adryandwet bathroomarea.
14
MINIMUM REQUIREMENTS FOR STAR RATING OF HOTEL
ONE-STAR FOUR-STAR FIVE-STARTWO-STARNO.
4
Localfruits/organicfoodproductstobemadeavailable.
THREE-STARCRITERIA
1.Breakfastserved inroomsand indiningroom/ restaurant;
2.LocalbrandFood &Beveragestob eprovided;
3.Restaurants /coffeehouse offeringfoodof local& international faretobemade available;
1. Breakfastservedinroomsandindiningroom/restaurant;
2. LocalbrandFood &Beveragestobe provided;
3. 24-hourroom servicemustbe provided;
4. Atleastoneoutlet tooperateminimum of18hours;
5. Restaurants/coffee houseofferingfood oflocal& internationalfareto bemadeavailable;
6. Qualitycrockery, cutleryand glasswaretobe used.
1. Wherethereare norestaurants availablea breakfastroomis tobeprovided.
1. Wherethereare norestaurants availablea breakfastroomis tobeprovided.
1.Breakfastserved inroomsand indiningroom/ restaurant;
2.LocalbrandFood& Beveragesserviceis provided;
Toprovide:1. Separatecheckin/checkoutservice2. Executiveloungetoservebreakfast, coffee,teaandcocktail3. Businesscentre4. Readingmaterials.
4.2 FOODANDBEVERAGE SERVICE
SERVICES
4.1 EXECUTIVEFLOOR
15
MINIMUM REQUIREMENTS FOR STAR RATING OF HOTEL
ONE-STAR FOUR-STAR FIVE-STARTWO-STARNO. THREE-STARCRITERIA
4.3.1 SAFETYDEPOSITBOX
1. Receptionarea with24hrs.front deskservice;
2. Paging,valet &luggage serviceavailable;
3. Messages deliveredtohotel guests;
4. Frontofficestaff tobeproficient inEnglish language.
5. Expresscheck- outandexpress check–infor VIPguest.
1. Individualsafetydepositsystemprovided atthereception/frontoffice.
2. Shouldprovideindividualsafetydeposit box/systeminroom.
1. Receptionarea with24hrs.front deskservice;
2. Paging,valet &luggageservice available;
3. Messagesdelivered tohotelguests;
4. Frontofficestaffto beproficient inEnglishasan International languageandone otherforeign language;
5. Limousineserviceis madeavailable;
6. Hotelrepresentative toaccompanyguest totheroom.
7. Expresscheck-out andexpresscheck –inforVIPguest.
Frontdeskserviceavailable.
Providedatreception/frontoffice
Frontdeskserviceavailable.
Providedatreception/frontoffice
1. Receptionarea with24hrs.front deskservice;
2. Paging,valet &luggageservice available;
3. Messagesdelivered tohotelguests;
1. Providedat reception/front office.
2. Guestshaveprivate accesstoboxes, likeinabank.
4.3 FRONTDESKSERVICE
16
MINIMUM REQUIREMENTS FOR STAR RATING OF HOTEL
ONE-STAR FOUR-STAR FIVE-STARTWO-STARNO. THREE-STARCRITERIA
4.3.2 SELF–LUGGAGE FACILITIES
4.3.3 FOREIGNEXCHANGE
4.3.4 BUSINESSCENTRE
4.3.5 INTERNETACCESS SERVICE
4.3.6 CREDITCARDFACILITIE
4.3.7 TOURISMSERVIC
4.4 SHOPPINGARCADE
Left–luggagefacilitiesindesignatedroom.
Moneyexchangeserviceprovided.Exchangeofatleast5majorforeigncurrencies.
Internetservicetobeprovidedincommonrooms
Creditcardfacilitiesavailable: i. Acceptanceofmajorinternationalcredit /changecards ii.Guaranteedreservation
Informationserviceconcerningtransport,hotel,excursions&entertainmentplustourismservice(traveltours,hotelbookingetc.)providedandhasconciergeservice.
ConvenienceShop
Informationserviceconcerningtransport,hotel,excursions&entertainmentplustourismservice(traveltours,hotelbookingetc.)providedandhasconciergeservice.
1. ConvenienceShop
Left–luggagefacilitiesindesignatedroomwithproperluggageserviceprovided.
Moneyexchangeserviceprovided.Exchangeofallmajorforeigncurrencies.
Secretarialservicesprovidedinacommonoffice.
Secretarialservicesprovidedinaprivateoffice.
Left–luggagefacilitiesprovided
NotCompulsory
NotCompulsory
Creditcardfacilitiesavailable–acceptanceofatleast5majorinternationalcredit/chargecards.
Arackforbrochuresprovided.
NotCompulsory
NotCompulsory
Left–luggagefacilitiesprovided
NotCompulsory
NotCompulsory
Creditcardfacilitiesavailable–acceptanceofatleast5majorinternationalcredit/chargecards.
Arackforbrochuresandcontactwithtouroperatorsprovided.
NotCompulsory
Left–luggagefacilitiesprovided
Moneyexchangeserviceprovided
Secretarialservicesprovidedinacommonoffice
Creditcardfacilitiesavailable–acceptanceofatleast5majorinternationalcredit/chargecards.
Informationserviceconcerningtransport,hotel,excursions&entertainmentavailable.
ConvenienceShop
2. Ahairdressing&beauty salonareavailable withinorsurroundingthe hotelpremises
17
MINIMUM REQUIREMENTS FOR STAR RATING OF HOTEL
ONE-STAR FOUR-STAR FIVE-STARTWO-STARNO.
5
THREE-STARCRITERIA
1. LaundryServiceProvided2. Valetserviceavailable
1. Firefightingfacilitiesandguidelinesmustbeestablished&clearlyindicated: • “MimicDiagram”oftheescaperoutetobedisplayedatthelobbyandtherooms; • “ExitSign”lightingatstairwaysandotherareas; • Emergencylightingatcorridors,lobbyandstairways; • Controlroomrequired; • LiquidPetroleumGas(LPG)pipingandfitting.
2. Adequatefire-fightingequipment(anyofthese) • Sprinkler/detector • Wetriser/dryriserwithhoseandnozzle • Hosereelwithnozzle • Breakglass • Kitchenhoodprotection–carbondioxidesystem/wetchemicaletc.3. Inaccordancewithlocalfire-fightingandfirepreventionlaws–UniformBuildingbyLaws1984.4. Allelectricalfacilitiesmustbeinstalledandmaintainedaccordingtolocalelectricalsafetylaws.5. Installationofmeters/equipmenttomonitorandcontrolenergyconsumption.6.Adequatesecuritymustbeprovided ona24-hourbasis.7. Provisionofsafetymonitoringdeviceatcriticalarea(commonareasincludingparkingarea)(e.g.CCTV)
ConveStandbygeneratorsufficienttogeneratepowertooperatecorridorandpublicroomlightsandemergencylift.
Roomshavebatterylamps(torchlight)intheeventofpowerfailure.nienceShop
Standbygeneratorsufficienttogeneratepowertooperatecorridorandpublicroomlightsandemergencylift.
Roomshavebatterylamps(torchlight)intheeventofpowerfailure.
NotCompulsory
Allcategories:MedicalPractitioneravailableoncall.
Roomshavebatterylamps(torchlight)intheeventofpowerfailure.
Allcategories:Provisionoffirstaidboxatfrontofficeandkitchencontainingmedicine,ointment,bandagesetc.(tobereplenished,toobservetheexpirydateofthecontentandshouldbecheckedfromtimetotime.
NotCompulsory
Roomshavebatterylamps(torchlight)intheeventofpowerfailure.
LaundryServiceProvided
Standbygeneratoravailabletoprovidebasiclightandpowerinemergencycases.
Roomshavebatterylamps(torchlight)intheeventofpowerfailure.
4.5 LAUNDRYANDVALET SERVICE
4.6 MEDICALSERVICE
4.7 FIRSTAIDFACILITIES
SAFETYSTANDARDSANDHYGIENE
5.1. FIRE,ELECTRICITYAND OTHERSAFETY FACILITIES,SECURITY
5.2. EMERGENCYPOWER SUPPLY
18
MINIMUM REQUIREMENTS FOR STAR RATING OF HOTEL
ONE-STAR FOUR-STAR FIVE-STARTWO-STARNO.
6
THREE-STARCRITERIA
Allcategories:
1. FoodpreparedwithinhotelmustcomplywiththehygienerequirementsoftheHealthAuthorities;
2. KitchenpantryandcoldstoragetobeinaccordancewiththerequirementsoftheHealthAuthorities;
3. Separatecooking,washing,storageareaandutensilsforhalalandnon-halalfood;
4. Provisionofclearsignsfortoxicsubstances;
5. Regularinspection,cleaningandmaintenanceforstorageordertoavoidleakageoftoxicgaschemicalsubstances;
6. Foodstorageshouldbelabelledaccordingly;
Allcategories:Wherefoodstuffisstored,correcttemperatureshouldbemaintained&thereshouldbeseparatecompartmentsforthestorageatallcategorystoragecompartments(halalandnon-halal).
1. Properrat–proofstoreroom;2. Rackforfoodstufftobeplacedabovethefloorlevelandtobelabelledaccordingly;3. Cooked&rawfoodshouldbecoveredfromdustandverminatalltimes;4. Thepremiseshouldbefreefrominsectsandverminatalltimes.
Allcategories:Allrefuseandgarbagemustbedisposeofdailyfromtheroompremises.Therefuseareaandcontainersshallbekeptinsanitarycondition.Theuseofseparatewastebinforrecyclespurposes.
Allcategories:Goodandeffectiveprotectionagainstinsectandvermininallareasofhotel.
Allcategories:adequatenumberofstaffinaccordancewithexpectedserviceineachcategory.MalaysiancitizensandPermanentResidentareallowedtoworkasfrontliners.
5.3. KITCHEN
5.4. SEPARATE COMPARTMENT
5.5. FOODPROTECTION
5.6.. REFUSE
5.7.. INSECTANDVERMIN PROTECTION
STAFF
6.1. NUMBEROFSTAFF
6.2. EMPLOYMENT
6.3. QUALIFICATIONOFTHE STAFF
6.3.1 GeneralQualification
Allcategories:hotelemployeeswhoworkforbusinessserviceandtechnicaldepartmentshouldbeprofessionalqualified,asrequiredbyhoteland/orgovernmentpolicyregulation.
19
MINIMUM REQUIREMENTS FOR STAR RATING OF HOTEL
ONE-STAR FOUR-STAR FIVE-STARTWO-STARNO.
7
THREE-STARCRITERIA
Mainstaff(management,receptionstaff,headwaitershousekeeper)mustbeproficientinEnglishandalanguagethatcorrespondstothepredominantforeignclientele.
Staffpantryistobeprovided
Mainstaff(management,receptionstaff,headwaitershousekeeper)shouldbeproficientinEnglishandotherlanguage.
Staffpantryistobeprovided
StaffshouldgreetguestusingMalaysianwayofgreetings
BasicUniform Frontlinestaffinhotels/resortsshouldwearclean,comfortableandpracticaluniformsthatreflectdesignsoflocal/Malaysiancultureandtraditionandrequirementofthehotellinewithinternationalstandards.
Allcategories:stafftobemedicallyexaminedperiodicallyasrequiredbythehealthyauthority
Allcategories:Separate,adequateandhygienicsanitaryinstallationforstaff (toilet,wash-basin,shower,bathroomsetc.)
Mainstaff(management,receptionstaff,headwaitershousekeeper)mustbeatleastproficientinEnglishandalanguagethatcorrespondstothepredominantforeignclientele.
Staffpantryistobeprovided
Bilingualreceptionist(BahasaMelayu/English)
NotCompulsory
Bilingualreceptionist(BahasaMelayu/English)
Separaterestroomandchangingroomformale/female
NotCompulsory
Allcategories:Everyhotelisexpectedtoprovideafacilitytopray/commonprayroom (separateforladiesandgentlemen)andeachroomthedirectionof“Kiblat”shouldbeclearlyindicated.
Allcategories:StaffTraining–Allstaffmustbesentforcontinuoushospitalityandenvironmentallyawareness managementtrainingwithcertification(authorisedregisteredtrainingproviders).
NotApplicable Min.RM250++ Min.RM380++
6.3.2 Language
6.3.3 ModeofGreeting
6.4. STAFFUNIFORM
6.5. MEDICALEXAMINATION
6.6 STAFFFACILITIES
6.6.1 SanitaryInstallations
6.6.2 RestArea&Changing Rooms
6.6.3 StaffCanteen
6.7 SURAU
(PrayerRoomsandThe IndicationofKiblat)
6.8STAFFTRAINING(HRDF)
MINIMUMROOMRATES