Austrian hotels classification Guidelines for the classification of hotel and accommodation establishments

Transcription

1 Austrian hotels classification Guidelines for the classification of hotel and accommodation establishments

2 Guidelines for the classification of hotel and accommodation establishments The System The Austrian system of hotel classification is a uniform system that is effective throughout Austria. The hotel classification offers guests and tour operators a reliable guide to hotel and accommodation offers and a uniform measure of their quality standards. Classification is conducted by an independent committee upon the request of the establishment. Regular inspections and a system of regular self-checks ensure the quality. Member establishments are free to use the services of rofessional Groups such as the Austrian rofessional Hotel Association of the Austrian Federal Economic Chamber at their own choosing. The guidelines for the classification of hotel and accommodation establishments distinguish between full service establishments (e.g. hotel, pension, guesthouse) und bed and breakfast establishments (bed and breakfast hotel, bed and breakfast). The differences between full service establishments and bed and breakfast establishments apply to the catering services. General appraisal criteria The overall impression The overall impression and the state of repair, as well as the cleanliness of the establishment, are the conditions for acceptance into the Austrian hotel classification system. In addition, the following points are also important for classification into the appropriate category: - The quality of service. This includes staff conduct and appearance, apparel, friendliness and the competence of management and the employees. - The external appearance. This includes among other things the sign posts, access road, driveway, car park, gardens. - Hotel specific entertainment and additional facilities (e.g. indoor swimming pool, sauna, convention rooms, gardens, garage parking spaces, etc.). - Guest satisfaction (frequency and handling of guest complaints). The guidelines do not apply to holiday apartments or similar establishments which offer no or only limited services to guests. Special guidelines exist for such establishments. The rating criteria are based on current market research results and reflect the guest expectations for the respective categories. The criteria are minimum standards; that means that an establishment must meet all of the criteria in order to be classified in the appropriate category. The hotel and accommodation establishments are classified into five categories. These are symbolised by one, two, three, four or five Stars. (The addition of superior for 4 Star establishments does not represent an individual category please see definition overleaf). Bed and breakfast establishments are only classified in the one to four Stars category. The Star emblems of the Austrian hotel classification are trademark protected and remain in the ownership of the Austrian rofessional Hotel Association. 1

3 Guidelines for the classification of hotel and accommodation establishments Definition and differentiation of the individual categories One Star Simple specification, meaning that the fixtures and fittings that are necessary for a normal length of stay in the establishment are, in particular, provided clean and in a flawless state of repair. A very price-conscious class of guest, who is first and foremost looking for an overnight stay. The guests value the affordable price. Two Stars Functional specification with comfort, price-conscious class of guest, who also look for a restricted offer (TV, drinks etc.) along with a basic overnight stay. Differentiation to one Star: the rooms are more comfortable and are equipped with colour TVs and bathroom units. Differentiation to three Stars: the quality of the specification is measured by its functionality and cleanliness, the materials used are less important. The guests value the slightly expanded offer at an affordable price. Three Stars Hotel, guest house, pension, bed and breakfast pension etc. accommodation with an upmarket and consistent specification and with a homely character. Class of guest that demands a certain level of comfort beyond the basic overnight stay service (bathroom/shower, restaurant meals, drinks etc.), upmarket service provision (reception, drinks, snack bar, etc.). Differentiation to two Stars: tasteful materials, more spacious, activity / relaxation possibility (e.g. corner seating unit, desk) in guest rooms and in hotel common room. Differentiation to four Stars: smaller areas, although good state of repair, older equipment possible. Guests value the mid range offer at optimal price. Four Stars First class specification, meaning large rooms with high quality level contemporary fittings, good sound insulation. In holiday hotels particularly, establishment offers a wide range of services (e.g. wellness, sports, gastronomy, seminar facilities), and a high standard of customer service. Differentiation to three Stars: more spacious, very high quality furnishings in very good state due to high level of maintenance. Guests expect a high standard of customer service and attention. Four Stars superior On the basis of 4* hardware that is consistently first rate, of a high quality level and contemporary throughout the hotel, Superior means a clear extra in terms of service provision and customer service, quality-checked during a Mystery Guest check as part of the classification. 4* Superior is a quality and marketing distinction for top of the range establishments in the 4* category (no Star category of its own). Differentiation to four Stars: a clear extra in terms of customer service, as well as immaculate, with 4* category appropriate hardware in all areas. Five Stars Exclusive, luxurious specification, meaning fine, high quality and elegant materials with uniform design; architecture, configurations, ambience, service provision and class of guest as found in luxury international hotels. Only a few hotels reach this standard. Differentiation to four Stars: luxurious, unmistakable character of establishment, all hardware in immaculate condition, perfect quality of customer service with very high employee attention to detail. Very generously proportioned guest rooms, including divided sleeping and living sections (suites). Guests expect international luxury hotel standards without compromise. The classification procedure The application The establishment owner applies with the completed questionnaire to the appropriate rofessional Group for the Hotel Industry in the Economic Chamber for classification in the desired category, stating their agreement with the criteria of the Austrian Hotel classification system. The application forms are available through all of the professional groups for the Hotel Industry and at The inspection Based on the classification guidelines, the information provided by the establishment owner and the inspection, the state committee / five Star committee places the establishment in a category. For further quality assurance, since , the classification procedure has also entailed a compulsory Mystery Guest analysis for four Star superior and five Star establishments. Establishments already categorised are regularly inspected and, if applicable, their classification changed and/or categorisation completely withdrawn. Each establishment classified in the system also participates in the self inspection system. This means that the establishment regularly confirms its fulfilment of the criteria relevant to its category in writing to the rofessional Group and/or rofessional Association. The decision of the committee is given to the owner of the establishment in writing. 2

4 Guidelines for the classification of hotel and accommodation establishments One to four Stars and four Stars superior In each state, a state committee is established at the rofessional Group for the Hotel industry in the Economic Chamber. The committee members are appointed by the rofessional Group executive. The chairperson is elected by the committee members. The state committee decides with majority votes. Five Stars On the federal level, the five Star committee the rofessional Association for the Hotel Industry operates for the whole of Austria. The committee members are appointed by the rofessional Group executive. The chairperson is elected by the committee members. The committee members are not entitled to vote in their own states. The five Star committee is quorate with at least three voting members and decides with majority votes. With new applications, the five Star committee is able to turn down the inspection of the establishment if the minimum criteria are not fulfilled. This takes place subsequent to consultation with the appropriate rofessional Group and a thorough checking of the facts. By changes of owners, the establishments are required to file a new application with the Austrian rofessional Hotel Association. Appeals The owner of the establishment can appeal the classification or lack of classification by registered letter within 4 weeks of the issuing of the committee decision. The appeal must be justified and the demand explained in full. The appeal is to be submitted to the responsible rofessional Group for the hotel industry in the appropriate state (one to four Star establishments) or to the rofessional Association (five Star establishments). As a rule, the appeal has a suspensive effect, unless the classification committee decides unanimously to reject the suspensive effect of the appeal, particularly if the general rating criteria of the particular classification are not satisfied. The appeals process One to four Stars and five Stars For one to four Star establishments, a regional committee checks the decision of the state committee. With five Star establishments, an inspection committee checks the decision of the five Star committee. The person who initiated the appeal and the responsible rofessional Group will be informed of the decision. The establishment pays for the costs of the regional and inspection committees. Four Stars superior The owner of the establishment can appeal a lack of classification in the four Star superior category by registered letter to the responsible rofessional Group for the hotels industry within 4 weeks of the issuing of the committee decision. In the event of an appeal against a negative Mystery Guest decision, a legally sworn expert for the hotels sector will be nominated by the rofessional Group, who will once more subject the establishment to a Mystery Guest analysis. The decision is issued by the responsible professional organisation. If the classification committee reaches a negative result as regards fulfilment of the guidelines for the 4* superior category, in the event of an appeal, a regional committee is then nominated by the rofessional Group, which then writes an appraisal after a further inspection which it presents to the senior committee of the Austrian rofessional Hotel Association for final decision. The rofessional Association issues the decision. If the Mystery Guest and the classification by the commission both provide a negative result, in the event of an appeal, both the Mystery Guest analysis by a legally sworn expert and a further classification by the regional committee are obligatory. The decision is made by the senior committee and will be issued to the appellant by the rofessional Association. The appellant must meet the costs for both the expert and for regional committee. Federal Economic Chamber of Austria Austrian rofessional Hotel Association Wiedner Hauptstrasse 63 A-1045 Vienna [email protected] Austrian rofessional Hotel Association 2002 Design: innpuls Werbeagentur GmbH The regional and/or inspection committee visits the establishment and completes a report for the senior classification committee. The senior classification committee reaches a decision within seven months. The senior classification committee completes a decision memorandum that outlines the reasons for its decision. 3

5 The criteria catalogue Category Minimum criteria Reception For all categories: German speaking employees at reception desk, responsible person available 24 hours, common room, central area for holding valuables (or room safes) Functioning reception area necessary for all establishments with more than 15 rooms Reception occupied during 15 of 24 hours Reception with up-to-date equipment First class reception area (foyer / hall) Town/city establishments: lounge area (in addition to dining area) with seating for at least 15% of the maximum number of guests (= number of beds) Holiday homes: lounge area (in addition to dining area) with seating for at least 40% of the maximum number of guests (= number of beds) Exclusive and large reception area (foyer / hall) Town/city establishments: lounge area (in addition to dining area) with seating for at least 15% of the maximum number of guests (= number of beds) Holiday homes: lounge area (in addition to dining area) with seating for at least 60% of the maximum number of guests (= number of beds) Reception or porter s lodge occupied 24 hours by employees with very good foreign language abilities, transport of luggage guaranteed 24 hours, ratio of employees to rooms 1 : 2 Room Safes Lift For all categories: Every floor used by the guests is considered a storey (including the basement and the ground floor). Exceptions are possible with historical buildings (conservation) or if the specified requirements are exceeded by at the most one storey with a maximum of 10% of the total number of rooms. New buildings: lift with more than three storeys New buildings: lift with more than three storeys Lift for more than three storeys, the basement does not count in older buildings. With 12 rooms or less, no lift is required, irrespective of the number of storeys or the total floor space Lift with more than two storeys Lift with more than one storey * Older buildings are establishments which were in operation prior to , and/or whose planning was officially tendered. 4

6 Category Minimum criteria Gastronomy Dining area Holiday homes: Ratio of rooms to tables 3 : 2 Holiday homes: Ratio of rooms to tables 1 : 1 Breakfast Breakfast offered Breakfast buffet Breakfast Buffet with table service for hot drinks Food Offered * Three course menus or à la carte or Buffet Three course menus with assorted selections for the main course or à la carte or Buffet Four course menu with the option of selecting three of the courses or à la carte or Buffet Snack menu* 10 of 24 hours Beverage Service* 12 of 24 hours, minibar also possible instead of beverage service 16 of 24 hours, minibar also possible instead of beverage service 24 hours Hotel cocktail bar or bar with seating (not required for three-star bed and breakfast) arking spaces and garages Hotel has own garage or parking area with valet service * omitted with bed and breakfast establishments 5

7 Category Minimum criteria Rooms For all categories: Beds: a minimum of 90x200 cm (older buildings 90x190 cm), hygienic, defect-free mattresses und bedding (blankets, pillows, sheets) in good condition and appropriate for the time of year; defect-free bed; a night stand/table with a reading lamp with every bed, a seat, a wardrobe / or space for clothes, room lighting. Bathroom and WC are included in the calculation of the minimum surface area for rooms. 5m² per bed is added to the minimum surface area for rooms with more than two beds. Heating (temperature adjustable), window coverings (curtains, shutters), uniform clothing hangers (not wire), waste paper basket, information materials provided about the establishment and local area, shoe shining cloth in rooms or machine (in establishment). Minimum room areas: Older* buildings: single room 11 m², double room 17 m² New buildings: town/city hotels: single room 12 m², double room 18 m² holiday hotels: single room 14 m², double room 20 m² New buildings: town/city hotels: single room 14 m², double room 19 m² holiday hotels: single room 17 m², double room 22 m² Older* buildings: single room 13 m², double room 19 m² Newer buildings: town/city hotels: single room 16 m², double room 22 m², holiday hotels: single room 18 m², double room 24 m² Changing of bed linen At least once a week At least twice a week daily on request Every other day, or daily on request Room furnishings Radio and colour television set (with remote control) Radio and colour television set with satellite or cable TV Writing case Electronic in-house communication medium (i.e. telephone, interactive hotel television) Working modem connection (or equivalent access to the internet available for guests) lace to put luggage, air chair Washing / ironing service Washing / ironing service Return of washing within 24 hours Ironing /pressing also available on weekends *Older buildings are establishments which were in operation prior to , and/or whose planning was officially tendered. 6

8 Category Minimum criteria Bathroom / WC For all categories: Up-to-date accommodation with adequate lighting and somewhere to put toiletries, soap (soap dispenser or individual packages), 1 hand towel and 1 bath towel per person, roll of toilet paper plus extra roll, waste basket, bathmat made of fabric. New buildings: bath/wc or shower/wc in all rooms. Older buildings*: 50% of rooms include bath/wc or shower/wc. Every guest room without a bathroom unit must be equipped with a sink with running hot and cold water and some type of shelving. For every Started set of 10 beds without a bathroom unit on a floor, 1 WC and 1 bath or shower per storey. New buildings: bath/wc or shower/wc in all rooms. Older buildings*: 70% of rooms include bath/wc or shower/wc. Every guest room without a bathroom unit must be equipped with a sink with running hot and cold water and some type of shelving. For every Started set of 4 beds without a bathroom unit on a floor, 1 WC and 1 bath or shower per storey. New buildings: bath/wc or shower/wc in all rooms. Older buildings*: 90% of rooms include bath/wc or shower/wc. Every guest room without a bathroom unit must be equipped with a sink with running hot and cold water and some type of shelving. For every Started set of 4 beds without a bathroom unit on a floor, 1 WC and 1 bath or shower per storey. All rooms include bath/wc or shower/wc, mirror on wall, enclosed shower (expensive shower curtains); 75% of the rooms: minimum size 4 m², if not luxury suite. All rooms include deluxe bath/wc or shower/wc. Spatially separate WC in new buildings, and all rooms with more than one bed include bath, shower, bidet and double wash basins Hand and bath towels as well as bath mats changed daily (towels replaced that are left on the floor), hairdryer Additional towels, shower gel, paper face wipes (tissues) In addition, 1 bath robe per person, shampoo, bathroom scale, lighted mirror on wall, enclosed shower. *Older buildings are establishments which were in operation prior to , and/or whose planning was officially tendered. 7