INDEX
MINIMUM REQUIREMENTS FOR STAR RATING OF TOURIST 4. SERVICES 19 - 23 ACCOMMODATION PREMISES 4.1 Food and Beverage Services 4.2 Front Desk Service 1. QUALITATIVE AND AESTHETIC REQUIREMENTS 4 4.2.1 Safety Deposit Box 4.2.2 Left-Luggage Facilities 2. COMMON AREAS 5 - 12 4.2.3 Foreign Exchange 2.1 Reception Area (hall, lounge, lobby, 4.2.4 Business Centre main entrance, facilities for the disable (OKU)) 4.2.5 Internet Access Services 2.2 Bar 4.2.6 Credit Card Facilities 2.3 Fine Dining Room / Restaurant / Breakfast Room 4.2.7 Tourism Service 2.4 Banquet / Conference Hall 4.3 Shopping Arcade 2.5 Restaurants 4.4 Laundry & Valet Service 2.6 Outdoor Area / Indoor Area 4.5 Medical Service 2.7 Entertainment / Recreation / Sports 4.6 First Aid Facilities 2.8 Sanitary Installation for Common Areas 2.8.1 Public Toilets for the Disabled (OKU) 2.9 Dustbins 5. SAFETY STANDARDS AND HYGIENE 24 - 25 2.10 Thermal Conditions for Common Areas 5.1 Fire, Electricity and Other Safety Facilities, Security 2.11 Public Telephone 5.2 Emergency Power Supply 2.12 Lifts 5.3 Kitchen 2.13 Corridors 5.4 Separate Compartment 2.14 Corridors Precautions 5.5 Food Protection 5.6 Refuse 5.7 Insect and Vermin Protection 3. BEDROOM REQUIREMENTS 12 - 18 3.1 Minimum Size of Bedrooms 6. STAFF 26 - 27 3.2 Bedroom Furniture and Fittings 6.1 Number of Staff 3.3 Electrical Equipment 6.2 Employment 3.4 Bedroom Windows 6.3 Qualification of The Staff 3.5 Bedroom Doors 6.3.1 General Qualification 3.6 Thermal Conditions in Bedrooms, Ventilation 6.3.2 Language 3.7 Ventilation in Rooms 6.3.3 Mode of Greeting 3.8 Bedrooms Communication System 6.4 Staff Uniform 3.9 Audio - Visual Installations in All Categories 6.5 Medical Examination 3.10 Drinking Water in Bedrooms 6.6 Staff Facilities 3.11 Information Materials in Bedrooms 6.6.1 Sanitary Installations 3.12 Stationery in Bedrooms 6.6.2 Rest Area & Changing Rooms 3.13 Sound - Proofing for Bedrooms 6.6.3 Staff Canteen 3.14 Suite 6.7 Surau 3.15 Sanitary Installation for Bedrooms 6.8 Staff Training (HRDF) 3.16 Water Hose 3.17 Bed Linens, Towels 7. MANAGEMENT 27 3.18 Room for the Disabled (OKU) 8. MINIMUM ROOM RATES 27 INDEX 3.4 Restaurant 3.5 Outdoor Area / Indoor Area MINIMUM REQUIREMENTS FOR STAR RATING OF 3.6 Entertainment / Recreation / Sports APARTMENT HOTEL 3.7 Sanitary Installation for Common Areas 3.7.1 Public Toilets for the Disabled (OKU) 1. APARTMENT REQUIREMENTS 31 - 35 3.8 Dustbins 1.1 Minimum Size of Apartment Unit 3.9 Thermal Conditions for Common Areas 1.2 Apartment Furniture and Fittings 3.10 Public Telephone (a) Built In Kitchen / Cooking Facilities 3.11 Lifts 1.3 Electrical Equipment 3.12 Corridors 1.4 Bedroom Windows 3.13 Corridors Precautions 1.5 Main Entrance 1.6 Thermal Conditions and Ventilation in Apartment Unit 1.7 Ventilation in Rooms 4. QUALITATIVE AND AESTHETIC REQUIREMENTS 44 1.8 Apartment Communication System 1.9 Audio - Visual Installations in Bedrooms 5. SAFETY STANDARDS AND HYGIENE 45 - 46 1.10 Drinking Water in Bedrooms 5.1 Fire Electricity and Other Safety Facilities 1.11 Information Materials in Bedrooms 5.2 Emergency Power Supply 1.12 Stationery in Bedrooms 5.3 Kitchen 1.13 Sound - Proofing for Bedrooms 5.4 Food Storage 1.14 Sanitary Installation for Bedrooms in Apartment Unit 5.4.1 Refrigeration 1.15 Water Hose 5.4.2 Separate Compartments 1.16 Bed Linens, Towels Quality 5.5 Food Protection 1.17 Room for the Disabled (OKU) 5.6 Refuse 5.7 Insect and Vermin Protection 2. SERVICES 36 - 38 2.1 Food and Beverage Service 2.2 Housekeeping Services 6. STAFF 47 2.3 Front Desk Services 6.1 Number of Staff 2.3.1 Safety Deposit Box 6.2 Qualification of the Staff 2.3.2 Left Luggage Facilities 6.2.1 General Qualification 2.3.3 Foreign Exchange 6.2.2 Language 2.3.4 Business Centre 6.2.3 Mode of Greeting 2.3.5 Credit Card Facilities 6.3 Staff Uniform 2.3.6 Tourism Service 6.4 Medical Examination of Staff 2.4 Laundry & Valet Service 6.5 Staff Facilities 2.5 Medical Service 6.5.1 Sanitary Installations 2.6 First Aid Facilities 6.5.2 Rest Area & Changing Rooms 6.6 Surau and Kiblat Signs 6.7 Staff Training (HRDF) 3. COMMON AREAS 38 - 43 3.1 Reception area (hall, lounge, lobby main entrance, facilities for the disabled (OKU)) 3.2 Bar 3.3 Dining Room / Restaurant / Breakfast Room / Residents Lounge INDEX
MINIMUM REQUIREMENTS FOR ORCHID RATING OF TOURIST E. STAFF 57 ACCOMMODATION PREMISES E.1 Mode of Greeting E.2 Language PAGE E.3 Number of Staff A. CLEANLINES AND HYGIENE STANDARD 51 - 52 E.4 Citizenship A.1 Dustbins E.5 Quality of Staff A.2 Sanitary Installation / Toilet A.3 Health Awareness Message A.4 Kitchen A.5 Refuse A.6 Insect and Vermin Protection
B. BUILDING SAFETY AND GUEST SECURITY 53 B.1 Corridors B.2 Fire Security and Safety Facilities B.3 Emergency Power Supply
C. FACILITIES AND SERVICES 54 C.1 Reception Area C.2 Public Toilet C.3 Thermal Conditions for Common Areas C.4 Public Telephone C.5 Lifts / Elevators C.6 Front Desk Services C.7 Taxi Service C.8 Tourism Information C.9 First Aid Facilities
D. BEDROOM REQUIREMENTS 55 - 57 D.1 Minimum Size of Bedrooms D.2 Non – Smoking Room D.3 Bedroom Furniture D.4 Bed Linens, Towels D.5 Bedroom Windows D.6 Bedroom Doors D.7 Sound - Proofing for Bedrooms D.8 Thermal Conditions in Bedrooms D.9 Bedrooms Communication D.10 Drinking Water in Bedrooms D.11 Information MaterialS in Bedrooms D.12 Kiblat Sign in Bedrooms Green Hotel
Green Hotel is a hotel which is environmentally-friendly and adopts energy conservation measures. Apart from the star and orchid classifications, hotels that scores high in criteria related to environment conservation can also be rated as ‘Green Hotel’. The criteria is adopted from the ASEAN Green Hotel Standards.
ASEAN Green Hotel Award
At the ASEAN level, ‘ASEAN Green Hotel Award’ was introduced in the year 2008. It is a recognition given to hotels which fulfills the standards agreed upon by the ASEAN National Tourism Organizations. Each ASEAN Member States are to nominate hotels that meets the standards to be conferred the ASEAN Green Hotel Award. Awarded hotels are encouraged to continuously practice and fulfill the required criteria in order to retain the award.
i ‘Green Hotel’ Grading Scheme for Hotel and Apartment Hotel
Criteria Requirement Max. Point 1 The use of local and environmentally friendly products for hotel operations e.g. Handicraft 10 2.1 Green / Environment Awareness Message – Posters / pamphlets on environmental awareness to be displayed. 10 Smoking area(s) to be made available. 2.3 Recyclable material placemat (of suitable quality of material) where possible. 10 2.6 Hoteliers are encouraged to implement Gray Water Policy 10 -Recycling waste water from the kitchen, bathrooms sinks and showers / tubs, laundry sinks and tubs, and washing machines (clothes and dish) where only non-polluting, biodegradable soaps are used. Using it to water gardens and landscaping 2.7 Creation of activities in promoting culture, traditional performance and local ways of life are to be encouraged
Local artists are to be given priority to perform in the hotel 10
Encourage the practice of noise control program Should be clean & in good running order, have washing facilities with water saving technique 2.8 The use of press (water-saving) water hose
Sufficient supply of toilet paper (made from recycled material), clean towels and hot air drier. 10 Public toilets should be labeled according to gender
Advisable to use bio-degradable Liquid dispenser shampoo
Sanitary paper towel disposal facility. 2.9 Use of separate waste bins (brown / blue / orange) for recycling purposes (Glass / paper / plastic / aluminum) 10 2.10 Regular monitoring and maintenance to ensure the air quality 10 2.12 Encourage to have Smart Elevators / Lift (Energy-saving) 10 3.2 Beds with clean linen, blankets, clean pillows and mattresses; (to be changed upon request – for the same guest(s))
Encourage to provide a special waste with different colors and different labels for recycling purposes, and separate waste bins 10 with labels for recycling purposes
Fridge (Local brand product / food and beverages) to be made available;
ii Criteria Requirement Max. Point 3.3 Use energy - saving equipments or appliances 10 3.6 Regular monitoring and maintenance of air conditioning system to ensure the quality of air 10 3.12 Writing materials to be provided (use of recycled materials) 10 3.16 Used of water saving technique – e.g. sensor water hose / press water hose 10 3.17 Encourage the practice of Sheet and Towel Reuse Programme 10 4.1 Local brand food and beverages to be provided. Local fruits / organic food products to be made available 10 4.2 Encourage transportation arrangements – Shuttle Services using NGV 10 4.4 Discourage use of harsh or harmful-to-people chemicals or cleaning styles – that includes not using perfumed or scented 10 laundry supplies, carpet cleaners, cleaning supplies, or air fresheners. 5.1 Installation of meters / equipments to monitor and control energy consumption 10 5.3 Provision of clear signs for toxic substances
Regular inspection, cleaning and maintenance for storage in order to avoid leakage of toxic gas chemical substances. 10 Food storage should be labeled accordingly.
Green/ Environment Awareness Message - Posters / pamphlets on environmental awareness to be displayed 5.6 The use of separate waste bin for recycle purposes 10 5.7 Encourage to use Environmental Pest System (ECO – Safe System) - botanically based 10
iii Criteria Requirement Max. Point 6.4 Frontline staff in hotels / resorts should wear clean, comfortable and practical uniforms that reflect designs of the local / 10 Malaysian culture and tradition and requirements of the hotel line with international standards. 6.8 Staff Training – All staff must be sent for continuous hospitality and environmentally awareness management training with 10 certification. 7. Provision of training on Environmental Awareness
Educate both guests & staffs looking at their website about the green actions they take and why those actions are important, as well as encouraging others to take their own green actions. 10 Encourage to organise monthly campaign on environmental awareness program (waste reduction, reuse, recycling, waste separation and compositing program)
Donating to charity (sheets, towels, table linens, furniture, carpeting, window coverings, appliances and bedspreads that are no longer useable or useful to the property. (Corporate social responsibility)
No. of questions: 10 Max point: 30
Calculation: x 100 250
90% and above: ‘Green Hotel’
iv ‘Green Hotel’ Grading Scheme for Orchid Rating
Criteria Requirement Max. Point A1 Use of separate waste bins with labels for recycling at exit centre area. 3 A2 Use bio-degradable liquid soap / shampoo dispenser 3 A3 Green / Environment Awareness Message 3 A5 Use of separate waste bins (brown/blue/orange) for recycling purposes (Glass / paper / plastic / aluminum) 3 A6 Use of ECO – safe or botanically based pesticides 3 B2 Installation of meters / equipment to monitor and control energy consumption. 3 C2 Use of biodegradable liquid soap dispenser at toilet. 3 D3 Provision of the elements of Malaysian Batik and local (Malaysian) decoration 3 D4 Introducing sheets and towel re-use program to reduce usage of water detergent and energy consumption (To be changed 3 upon guest’s request – for the same guest). E5 Staff Training – All staff must be sent for continuous hospitality and environmental awareness training with certification. 3
No. of questions: 10 Max point: 30
Calculation: x 100 30
90% and above: ‘Green Hotel’
iv MINIMUM REQUIREMENT FOR STAR RATING OF HOTEL (Kelayakan Minimum Untuk Taraf Bintang Hotel)
HOTEL MINIMUM REQUIREMENTS FOR STAR RATING OF HOTEL
MINIMUM REQUIREMENTS FOR STAR RATING OF HOTEL
Star Marks 5 9 -10 4 7 - 8 3 5 – 6 2 3 – 4 1 1 – 2
2 MINIMUM REQUIREMENTS FOR STAR RATING OF HOTEL
NO. OF CALCULATING NO. CRITERIA MAX. POINTS WEIGHTAGE % QUESTIONS FORMULA
(____ x 10) = 1. Qualitative and Aesthetic Requirement 2 20 10% 20
(____ x 20) = 2. Common Areas 15 150 20% 150
(____ x 20) = 3. Bedroom Requirement 18 180 20% 180
(____ x 25) = 4. Services 13 130 25% 130
(____ x 10) = 5. Safety Standard and Hygiene 8 80 10% 80
(____ x 15) = 6. Staff 12 120 15% 120
TOTAL : 100
3 MINIMUM REQUIREMENTS FOR STAR RATING OF HOTEL
NO. CRITERIA ONE-STAR TWO-STAR THREE-STAR FOUR-STAR FIVE-STAR 1. QUALITATIVE AND AESTHETIC REQUIREMENTS Safe, functional. Safe, functional, Safe functional, Safe, functional, Safe, functional, (The function and aesthetic are based on Standard quality good quality and very good excellent quality highest quality all equipment i.e. furniture, soft furnishing, and well maintained well maintained quality and well and taste and well and taste and well decoration and bathroom, sanitary ware and maintained and of maintained maintained fitting) good taste
NOTE: Safe refers to all the legal requirements for safety e.g. Certificate of Fitness. Local and Local appropriate Local appropriate appropriate decoration in decoration in Function: Use of space, seating, capability, decoration in common areas common areas traffic flow, operational needs. common areas Colour: Reflection and use of lights, colour scheme and combination Local decoration in Local decoration Aesthetic: Style character emphasis bedrooms in bedrooms (design feature)
Ambience: To create an aesthetically pleasing environment and condition which encourage a suitable atmosphere complementary to style of service
The use of local and environmentally friendly products for hotel operations e.g. Handicraft
*Green Hotel: Hotels using energy and other resources in environmentally responsible ways
4 MINIMUM REQUIREMENTS FOR STAR RATING OF HOTEL
NO. CRITERIA ONE-STAR TWO-STAR THREE-STAR FOUR-STAR FIVE-STAR 2. COMMON AREAS 1.Reception are 1.Reception are 1. Well appointed 1. Well appointed 1. Well appointed with sitting facilities with sitting reception & well & well 2.1 RECEPTION AREA for at least 2 facilities for at hall/ lounge, decorated decorated (hall, lounge, lobby, main entrance, persons least 2 persons commensurate spacious spacious lobby/ facilities for the disabled (OKU)) to the size of lobby/ lounge, lounge reading hotel. commensurate and writing area, to the size of commensurate 2. Facilities for the 2. Facilities for the hotel with sitting to the size of disabled disabled 2. Suitable main facilities. hotel. entrance with special 2. Suitable main 2. Having a provisions for the entrance with suitable main disabled. special provision entrance with for the disabled. special provisions for the disabled. Green/ Environment Awareness Message - Posters/ pamphlets on environmental awareness to be displayed Smoking area(s) to be made available 2.2 BAR Not compulsory Not compulsory Wherever Wherever Wherever permissible by law, permissible by law, permissible by there should be a there should be a law, there should bar. separate bar with be an elegant an atmosphere of separate bar with comfort. an atmosphere of comfort and luxury
5 MINIMUM REQUIREMENTS FOR STAR RATING OF HOTEL
NO. CRITERIA ONE-STAR TWO-STAR THREE-STAR FOUR-STAR FIVE-STAR 2.3 FINE DINING ROOM / RESTAURANT / Not compulsory Not compulsory Clean, well 1. Clean, well 1. Dining room/ BREAKFAST ROOM equipped and well equipped and restaurant with maintained dining well maintained capacity to serve all room/ restaurant, dining room/ hotel guests as and size in proportion restaurant; when required; to hotel capacity 2. Breakfast, lunch serving breakfast, 2. Specialty restaurant & dinner served lunch and dinner. with varied choice & private dining of beverages; rooms available;
3. High standard of 3. Excellent standard local decoration, with regards to furniture and cuisine (quality and service; variety) choice of wines & other 4. Good quality of beverages, decor, F&B Linen furniture & service; - napkin - table cloth * - table skirting 4. F&B Linen - green felt (if - napkin there are recycled - table cloth * materials, evaluator - table skirting will consider giving - green felt; better marks (if there are recycled materials, 5. F&B Items evaluator will - glass ware consider giving - cutlery/flatware better marks) - table seating - China ware 5. F&B Items - glass ware - cutlery/ flatware - table seating - China ware
*Recyclable material placemat (of suitable quality of material) where possible
6 MINIMUM REQUIREMENTS FOR STAR RATING OF HOTEL
NO. CRITERIA ONE-STAR TWO-STAR THREE-STAR FOUR-STAR FIVE-STAR 2.4 BANQUET / CONFERENCE HALL Not compulsory Not compulsory Meeting rooms Banquet/ Banquet/ facility available conference hall conference hall for at least 20 with adequate with complete people. Prayer conference conference room available facilities and facilities of services. Prayer international room available. standards. Prayer room available. 2.5 RESTAURANTS All Categories: - Restaurants serving halal and non-halal food – separate kitchen, storage facilities, washing facilities, utensils and equipments. - Subject to JAKIM’s requirement / Department of Health or Hygiene 2.6 OUTDOOR AREA / INDOOR AREA Not compulsory Not compulsory At least a well A common outdoor A common appointed area or a spacious outdoor area relaxation area for common terrace such as garden, a hotel guests to create an roof garden or a atmosphere of spacious common comfort. terrace to create an atmosphere of comfort. *Hoteliers are encouraged to implement Gray Water Policy
- Recycling waste water from the kitchen, bathrooms sinks and showers/tubs, laundry sinks and tubs, and washing machines (clothes and dish) where only non-polluting, biodegradable soaps are used.
- Use recycle water to water gardens and landscapes.
7 MINIMUM REQUIREMENTS FOR STAR RATING OF HOTEL
NO. CRITERIA ONE-STAR TWO-STAR THREE-STAR FOUR-STAR FIVE-STAR 2.7 ENTERTAINMENT / RECREATION / At least a Radio/ TV in common areas Music and TV 1. Swimming pool for 1. Swimming pool for SPORTS made available adult & children. adult & children. and a corner for indoor games 2. Swimming pool 2. Swimming pool is facilities. is attended by attended by qualified life qualified life guard guard for pools for pools (more (more than 4.5 ft) and pool than 4.5 ft) and attendant for pool attendant for shallow pool. shallow pool.
3. Recreation 3. Recreation – health club – health club gymnasium/ gymnasium / sauna sauna and and facilities facilities (outdoor (outdoor and and indoor) indoor). 4. Creation of activities in 4. Creation of promoting culture activities in and traditional promoting culture performance and and traditional local ways performances and of life are to be local ways of life encouraged are to be encouraged 5. Local artists are to be given priority 5. Local artists are to to perform in the be given priority to hotel perform in the hotel
Encourage the practice of noise control program
8 MINIMUM REQUIREMENTS FOR STAR RATING OF HOTEL
NO. CRITERIA ONE-STAR TWO-STAR THREE-STAR FOUR-STAR FIVE-STAR 2.8 SANITARY INSTALLATION FOR COMMON 1. Public toilets (separate for ladies & gentlemen) for guests 1. Public toilets (separate for ladies & AREAS near common areas. gentlemen) for guests near common areas. 2. Should be clean & in good running order, have washing facilities with water saving technique 2. Should be clean & in good running order, have washing facilities with 3. The use of press (water-saving) water hose water saving technique
4. Sufficient supply of toilet paper (made from recycled 3. The use of press (water-saving) water material), clean towels and hot air drier. hose
5. Public toilets should be labeled according to gender 4. Sufficient supply of toilet paper (made from recycled material), clean towels and automatic hot air drier.
5. Advisable to use bio-degradable Liquid dispenser shampoo
6. Sanitary paper towel disposal facility.
7. Public Toilets to be labeled.
2.8.1 Public toilets for the Disabled (OKU) All Categories: Public toilets for the disabled should be provided.
9 MINIMUM REQUIREMENTS FOR STAR RATING OF HOTEL
NO. CRITERIA ONE-STAR TWO-STAR THREE-STAR FOUR-STAR FIVE-STAR 2.9 DUSTBINS All Categories: 1. No dry liquid refuse or filth of any sort shall be permitted to be deposited in any part of the hotel except in approved pattern dustbins provided for that purpose. 2. Adequate number of bins with lids to be provided. 3. All bins to be lined with plastic bags before dumping refuse into them. 4. All bins to be placed at suitable area so as to prevent contamination to foodstuff. 5. Bins used for food waste to be covered and placed at suitable location. 6. Use of separate waste bins ( Brown/ Blue/ Orange) with labels for recycling purpose (Glass/ Paper/ Plastic/ Aluminium)
2.10 THERMAL CONDITIONS FOR Fan(s) for the Fan(s) for the 1.Air condition 1. Central 1. Central air COMMON AREAS ventilation in ventilation in guaranteeing air condition condition public rooms. public rooms. thermal comfort guaranteeing guaranteeing in public rooms thermal comfort thermal comfort depending depending depending on on location and on location and location and situation. situation. situation. Regular monitoring and maintenance to ensure the air quality 2.11 PUBLIC TELEPHONE At least one telephone facility for At least two Sufficient telephone Sufficient telephone guests use located at the common telephone facilities /Card facilities/ Card Phone areas /reception area and/or nearby. facilities/ Phone / equivalent / equivalent for guests equivalent for for guests use use located at the guests use located located at the reception area and/or at the reception reception area and/ nearby. at the lobby or or nearby. nearby.
10 MINIMUM REQUIREMENTS FOR STAR RATING OF HOTEL
NO. CRITERIA ONE-STAR TWO-STAR THREE-STAR FOUR-STAR FIVE-STAR 2.12 LIFTS Lifts are to be Lifts are to be 1. Lifts are 1. Lifts are provided 1. Lifts are provided provided for rooms provided for rooms provided where there where there situated five floors or situated five floors where there are more than are more than 60ft and above. or 60ft and above. are more than five floors or 60ft, five floors or 60ft, five floors or 60ft, including ground including ground including and basement and basement ground and if public facilities if public facilities basement if are located in the are located in public facilities latter. the latter. are located in the latter. 2. Lift capacity in 2. Lift capacity in proportion to the proportion to the 2. Lift capacity in room capacity. room capacity. proportion to the room 3. Separate service 3. Separate lift for capacity. lift. staff, service and Luggage.
4. Encourage to have Smart – Elevators/Lift (Energy- Saving)
2.13 CORRIDORS All Categories: Corridors or other spaces outside guest room should be covered with noise absorbing material and material used should be of “fire-proof”/ should have a fire retardant treatment.
11 MINIMUM REQUIREMENTS FOR STAR RATING OF HOTEL
NO. CRITERIA ONE-STAR TWO-STAR THREE-STAR FOUR-STAR FIVE-STAR 2.14 CORRIDORS PRECAUTIONS All Categories: 1. Corridors heading to guest rooms should be illuminated 24 hours and should be wide enough for emergency situations. Materials used should be of “fire-proof”/should have a fire retardant treatment. 2. Fire safety requirements to be adhered to. 3. Equipped with communication system/overriding paging system. 3. BEDROOM REQUIREMENTS Single Double Single Double Single Double Single Double Single Double
3.1 MINIMUM SIZE OF BEDROOMS 8 sq m 10 sq m 8 sq m 10 sq m 10 sq m 12 sq m 12 sq m 14 sq m 13 sq m 16 sq m 2.5M 2.5M 2.5M 2.5M 2.5M 2.5M 2.5M 2.5M 2.5M 2.5M Minimum standard requirement:
a. Size : 8sq m b. Height : 2.5m (excluding bathroom and balcony)
12 MINIMUM REQUIREMENTS FOR STAR RATING OF HOTEL
NO. CRITERIA ONE-STAR TWO-STAR THREE-STAR FOUR-STAR FIVE-STAR 3.2 BEDROOM FURNITURE AND FITTINGS 1. Beds with clean linen, blankets, clean pillows and mattresses; (to be changed upon request – for the same guest(s) 2. Curtains; 2. Curtains; 2. Curtains;
3. Night table; 3. Night table; 3. One Night table;
4. Writing table; 4. Writing table; 4. One table;
5. Cupboard/ ward robe with hangers 5. One chair and 5. One chair and one armchair per and shelves (or drawers); one arm chair room; per room; 6. Mirrors; 6. Cupboard/ wardrobe with hangers 6. Cupboard/ and shelves (or drawers); 7. Waste basket wardrobe with hangers 7. Mirrors; 8. Encourage to provide a special and shelves (or Waste Bag with different colors or drawers); 8. Waste Basket different labels for recycling purposes and separate waste bins with labels for 7. Mirrors; 9. Encourage to provide a special Waste recycling purposes Bag with different colors or different 8. Waste Basket labels for recycling purposes.
9. Encourage to provide a special Waste Bag with different colors or different labels for recycling purposes.
13 MINIMUM REQUIREMENTS FOR STAR RATING OF HOTEL
NO. CRITERIA ONE-STAR TWO-STAR THREE-STAR FOUR-STAR FIVE-STAR 10. Luggage rack; 10. Luggage rack;
11. Fridge (Local 11. Fridge (Local brand product/ food and brand products beverages) to be made available; / food and beverages) 12. Extra bed upon request; to be made available 13. Hair dryer upon request;
12. All bedrooms 14. All bedroom furnishings to be of excellent furnishings to quality and taste perfectly maintained; be of good quality, and taste and well maintained.
Encourage use of the elements of Malaysian batik and local decorations. KIBLAT SIGN IN BEDROOMS All Categories: Kiblat Sign to be displayed clearly on the ceiling of every room Ashtray- upon request in designated smoking room / area only
14 MINIMUM REQUIREMENTS FOR STAR RATING OF HOTEL
NO. CRITERIA ONE-STAR TWO-STAR THREE-STAR FOUR-STAR FIVE-STAR 3.3 ELECTRICAL EQUIPMENT At least one 1. Electric socket 1. Electric socket 1. Electric socket 1. Electric socket electric socket with with indication with indication with indication with indication indication of voltage of voltage in of voltage in of voltage in of voltage in in each room each room. each room. each room. each room.
2. Independent 2. Independent 2. Independent 2. Independent light for ceiling light for ceiling light for ceiling light for ceiling (in room without & bedside & bedside & bedside private reading light for reading light for reading light for bathroom) & each guest each guest. each guest. bedside reading light for each 3. Reading lamp 3. Reading lamp 3. Good lighting guest. beside one beside one beside an armchair and armchair and armchair and beside table. beside table. besides writing table/dressing 4. Electronic door 4. Electronic door table. Key System to Key System to be be provided in provided in every 4. Electronic door every room room Key System to be provided in every room
Use energy- saving equipments or appliances 3.4 BEDROOM WINDOWS All Categories : To adhere to building code set by the appropriate authority for equipment / appliance 3.5. BEDROOM DOORS All Categories : Should have :-
(i) Lockable doors with key and latch/double locked from inside as additional security;
(ii) Each room must be numbered or otherwise marked for easy identification;
(iii) Must indicate the position of the room in relation to the hotel
(iv) Materials used should be “fire resistant” (minimum ½ hr).
15 MINIMUM REQUIREMENTS FOR STAR RATING OF HOTEL
NO. CRITERIA ONE-STAR TWO-STAR THREE-STAR FOUR-STAR FIVE-STAR 3.6 THERMAL CONDITIONS IN Fan(s) for Fan(s) for 1. Air condition 1. Air conditioning 1. Air conditioning BEDROOMS, VENTILATION ventilation in all ventilation in all system in guaranteeing guaranteeing rooms rooms all bedrooms thermal comfort thermal comfort guaranteeing in all bedrooms in all bedrooms & thermal comfort, & designed so designed so depending on that the guests that the guests location & can regulate the can regulate the situation room room temperature temperature in in each room. each room. Regular monitoring and maintenance of air conditioning system to ensure the quality of air All Categories: Each room shall be capable of being naturally ventilated by means which can be 3.7 VENTILATION IN ROOMS controlled by the room occupants.
3.8 BEDROOMS COMMUNICATION Communication Communication Communication Telephone with IDD Telephone with IDD SYSTEM system to be system to be system to be facilities is made facilities is made provided in every provided in every provided in every available in all rooms available in all rooms. room. room. room.
16 MINIMUM REQUIREMENTS FOR STAR RATING OF HOTEL NO. CRITERIA ONE-STAR TWO-STAR THREE-STAR FOUR-STAR FIVE-STAR 3.9 AUDIO - VISUAL INSTALLATIONS IN All Radio, TV and central music system in Radio, TV and 1. Radio in each 1. Radio in each CATEGORIES : each bedroom which can be controlled central music bedroom which bedroom which BEDROOMS by the guest. system in each can be can be bedroom controlled by the controlled by which can be guest. the guest controlled by the guest. 2. Satellite TV with 2. Satellite TV with min. of 4 min. of 6 channels:- channels:- i) children i) children programme; programme; i) Sports ii) Sports programme; programme; iii) min. 2 news iii) min. 2 news programme programme iv) movie channel iv) movie channel 3. Internet Broadband 3. Internet Services (all floors Broadband to be provided) Services (all floors to be provided) 3.10 DRINKING WATER IN BEDROOMS Water dispenser provided on each floor Drinking water and glasses provided in each bedroom. All Categories : 1. Room tariffs, and other services provided by hotel shall be prominently displayed in 3.11 INFORMATION MATERIALS IN BEDROOMS each room; 2. Information on fire exit guidelines, emergency, house rules for guests, meal hours and charges are to be displayed where applicable 3.12 STATIONERY IN BEDROOMS Not compulsory Not compulsory 1. Writing materials to be provided (use of recycled materials) 3.13. SOUND - PROOFING FOR BEDROOMS All Categories : To adhere to the local authority standard 3.14 SUITE Not compulsory Not compulsory Not compulsory Adequate number Adequate number of rooms that can of rooms that can be connected and be connected and thus converted thus converted into a suite (with into a suite (with bedroom, sitting bedroom, sitting room, private room, private dining dining room, etc). room, etc).
17 MINIMUM REQUIREMENTS FOR STAR RATING OF HOTEL
NO. CRITERIA ONE-STAR TWO-STAR THREE-STAR FOUR-STAR FIVE-STAR 1. All rooms to have running water 1. All rooms with 1. All rooms 1. All rooms 3.15 SANITARY INSTALLATION FOR (24 hrs) with washbasin; complete with complete with complete BEDROOMS private private private bathrooms 2. At least one common bathroom bathrooms bathrooms (washbasin, shower and toilet for every six rooms without (washbasin, (washbasin, and bath and private bathroom / hotel; shower and shower and bath toilet); bath and toilet); and toilet); 3. Two toilets (one for ladies and one 2. Bathtub with for gentlemen) to be provided on 2. Bathtub with 2. Bathtub with showerhead / every floor; showerhead showerhead shower and running / shower and /shower and hot and cold water. 4. The bathroom / toilet for lades & running hot and running hot and All rooms should gentlemen clearly labeled. cold water. cold water. All have a dry and wet Rooms should rooms should bathroom area; have a dry and have a dry and wet bathroom wet bathroom 3. Bathroom fitting to area. area; be of highest quality. 3. Bathroom fitting to be of good quality 3.16 WATER HOSE All Categories: Water hose/bidet or other alternatives (ladle) to be provided for ablutions. Used of water saving technique – e.g. sensor water hose / press water hose 3.17 BED LINENS, TOWELS 1. Bed linen and towels should be changed for each new guest; (Encourage the practice of Sheet and Towel Reuse Programme) 3.18 ROOM FOR THE DISABLED (OKU) All Categories: At least one room with facilities for the disabled (e.g. Lower bed, shelf, table, ramps, etc) to be provided In accordance to OKU Act 2007
18 MINIMUM REQUIREMENTS FOR STAR RATING OF HOTEL
NO. CRITERIA ONE-STAR TWO-STAR THREE-STAR FOUR-STAR FIVE-STAR 4. SERVICES 1. Where there 1. Where there 1. Where 1. Breakfast served 1. Breakfast served 4.1 FOOD AND BEVERAGE SERVICE are no restaurants are no there are in rooms and in rooms and available a restaurants no in dining room/ in dining room/ breakfast room is available a restaurants restaurant; restaurant; to be provided; breakfast room available is to be a breakfast 2. Local Brand 2. Local Brand 2. Room service is provided; room is to be Food & Food & not mandatory provided; beverages beverages 2. Room service is service to be service to be not mandatory 2. Local provided; provided; Brand Food & Beverages 3. Restaurants/ 3. 24-hours room service is coffee service must be provided; house offering provided; food of local & 3. Room international 4. At least one service to be fare to be made outlet to operate provided. available; minimum of 18 hours; 4. Room service to be provided 5. Restaurants/ coffee house offering food of local & international fare to be made available;
6. Quality crockery, cutlery and glassware to be used. Local fruits / organic food products to be made available
19 MINIMUM REQUIREMENTS FOR STAR RATING OF HOTEL
NO. CRITERIA ONE-STAR TWO-STAR THREE-STAR FOUR-STAR FIVE-STAR 4.2 FRONT DESK SERVICES Front desk service Front desk service 1. Reception area 1. Reception area 1. Reception area available. available. with 24 hrs. front with 24 hrs. front with 24 hrs. front desk service; desk service; desk service;
2. Paging, valet & 2. Paging, valet & 2. Paging, valet & luggage service luggage service luggage service available ; available ; available ;
3. Messages 3. Messages 3. Messages delivered delivered to delivered to hotel to hotel guests; hotel guests; guests; 4. Encourage 4. Encourage 4. Encourage Transportation Transportation Transportation arrangements arrangements arrangements – Shuttle Services – Shuttle – Shuttle Services using NGV Services using using NGV NGV 5. Front office staff 5. Front office staff to be proficient to be proficient in in at least English at least the as an International English language. language;
6. Limousine service is made available;
7. Hotel’s international procedures might specify that the bellboy accompanies the guest to his / her room.
20 MINIMUM REQUIREMENTS FOR STAR RATING OF HOTEL
NO. CRITERIA ONE-STAR TWO-STAR THREE-STAR FOUR-STAR FIVE-STAR 4.2.1 Safety Deposit Box Not compulsory Provided at 1. Provided at 1. Individual safety 1. Individual safety reception/ front reception / deposit system deposit system office Front office. Provided at the Provided at the reception/ front reception/ front 2. Guests have office office private access to 2. Should provide 2. Should provide boxes, like in Individual safety Individual safety a bank. deposit box/ deposit box/ system in room system in rooms 4.2.2 Left-Luggage Facilities Not compulsory Not compulsory Left-luggage Left-luggage Left-luggage facilities facilities in facilities in provided. designated room. designated room with proper luggage service provided. 4.2.3 Foreign Exchange Not compulsory Not compulsory Money Money exchange Money exchange exchange service provided. service provided. service Exchange of at Exchange of all provided. least 5 major major foreign foreign currencies. currencies. 4.2.4 Business Centre Not compulsory Not compulsory Secretarial Secretarial services Secretarial services services provided in a provided in a provided in a common office. private office. common office. 4.2.5 Internet Access Services Not compulsory
21 MINIMUM REQUIREMENTS FOR STAR RATING OF HOTEL
NO. CRITERIA ONE-STAR TWO-STAR THREE-STAR FOUR-STAR FIVE-STAR 4.2.6 Credit Card Facilities Not compulsory Not compulsory Credit card Credit Card facilities Credit Card facilities facilities available available: available: – acceptance of at least 5 major i) Acceptance of i) Acceptance of all international major international major international Credit/Charge Credit/Charge Credit/Charge Cards. Cards. Cards. ii) Guaranteed ii) Guaranteed Reservation. Reservation. iii) Express Check- iii) Express Check-Out Out and Express and Express Check- Check-In for VIP In for VIP guest. guest. 4.2.7 Tourism Service A rack for A rack for Information service Information service Information service brochures brochures and concerning concerning concerning transport, provided. contact with transport, hotel, transport, hotel, hotel, excursions & tour operators excursions & excursions & entertainment plus provided. entertainment entertainment plus tourism service (travel available. tourism service tours, hotel booking (travel tours, hotel etc) provided and has booking etc) concierge service. provided and has concierge service. 4.3 SHOPPING ARCADE Not compulsory Not compulsory Convenience Convenience shop. 1. Convenience Shop. shop. 2. A hairdressing & beauty salon are available within the hotel premises.
22 MINIMUM REQUIREMENTS FOR STAR RATING OF HOTEL
NO. CRITERIA ONE-STAR TWO-STAR THREE-STAR FOUR-STAR FIVE-STAR 4.4 LAUNDRY & VALET SERVICE Not Compulsory Laundry Service Laundry Service 1. Laundry same 1. Laundry same Provided Provided day service day service provided; provided;
2. Valet service 2. Valet service available. available
Discourage use of harsh or harmful-to-people chemicals or cleaning styles - that includes not using perfumed or scented laundry supplies, carpet cleaners, cleaning supplies, or air fresheners) 4.5 MEDICAL SERVICE All Categories : Medical Practitioner available on call. 4.6 FIRST AID FACILITIES All Categories : Provision of first aid box at front office and kitchen containing medicine, ointment, bandages etc. (to be replenished , to observe the expiry date of the content and should be checked from time to time)
23 MINIMUM REQUIREMENTS FOR STAR RATING OF HOTEL
NO. CRITERIA ONE-STAR TWO-STAR THREE-STAR FOUR-STAR FIVE-STAR 5 SAFETY STANDARDS AND HYGIENE 1. Fire Fighting facilities and guidelines must be established & clearly indicated:
5.1 FIRE, ELECTRICITY AND OTHER • “Mimic diagram” of the escape route to be displayed at the lobby and the rooms. SAFETY FACILITIES, SECURITY • Exit sign lighting at stairways and other areas. • Emergency lighting at corridors, lobby and stairways • Control room at main entrance • Liquid Petroleum Gas (LPG) piping and fitting.
2. Adequate fire-fighting equipment (any of these)
• Sprinkler / detector • Wet riser/dry riser with hose and nozzle • Hose reel with nozzle • Break glass • Kitchen hood protection – Carbon dioxide system/Wet chemical etc.
3. In accordance with local fire –fighting and fire prevention laws- Uniform Building By Laws 1984.
4. All electrical facilities must be installed and maintained according to local electrical safety laws.
5. Installation of meters/equipment to monitor and control energy consumption.
6. Adequate security must be provided on a 24-hour basis.
7. Provision of safety monitoring device at critical areas (common areas including parking area) – e. g CCTV 5.2 EMERGENCY POWER SUPPLY Rooms have Rooms have Standby generator Standby generator Standby generator battery battery available to sufficient to sufficient to generate lamps(torch Light) lamps(torch Light) provide basic generate power to power to operate in the event of in the event of light and power in operate corridor and corridor and public power failure power failure emergency cases. public room lights room lights and and emergency lift. emergency lift.
24 MINIMUM REQUIREMENTS FOR STAR RATING OF HOTEL
NO. CRITERIA ONE-STAR TWO-STAR THREE-STAR FOUR-STAR FIVE-STAR 5.3 KITCHEN All Categories :
1. Food prepared within hotel must comply with the hygiene requirements of the Health Authorities; 2. Kitchen pantry and cold storage to be in accordance with the requirements of the health authorities; 3. Separate cooking, washing, storage area and utensils for halal and non halal food. 4. Provision of clear signs for toxic substances 5. Regular inspection, cleaning and maintenance for storage in order to avoid leakage of toxic gas chemical substances. 6. Food storage should be labeled accordingly. 7. Green/ Environment Awareness Message - Posters/ pamphlets on environmental awareness to be displayed 5.4 SEPARATE COMPARTMENT All Categories : Where food stuff is stored, correct temperature should be maintained & there should be separate compartments for the storage at all category storage compartments (halal and non halal) 5.5 FOOD PROTECTION 1. Proper rat-proof store room;
2. Rack for food stuffs to be placed above the floor level and to be labeled accordingly;
3. Cooked & raw food should be covered from dust and vermin at all times;
4. The premise should be free from insects and vermin at all times. 5.6 REFUSE All Categories: All refuse and garbage must be dispose off daily from the room premises. The refuse area and containers shall be kept in sanitary condition. The use of separate waste bin for recycle purposes 5.7 INSECT AND VERMIN PROTECTION All Categories: Good and effective protection against insect and vermin in all areas of hotel. (Encourage to use Environmental Pest System (ECO – Safe System) - botanically based)
25 MINIMUM REQUIREMENTS FOR STAR RATING OF HOTEL
NO. CRITERIA ONE-STAR TWO-STAR THREE-STAR FOUR-STAR FIVE-STAR 6 STAFF All Categories: Adequate number of staffs in accordance with expected service in each category. Only Malaysian citizens are allowed to work as frontliners. Foreign workers are allowed to 6.1 NUMBER OF STAFF work at the back of the house only 6.2 EMPLOYMENT 6.3 QUALIFICATION OF THE STAFF All Categories : Hotel employees who work for business service and technical departments should be Professionally qualified, as required by hotel and/or government policy regulation. 6.3.1 General Qualification 6.3.2 Language Bilingual Bilingual Main staff Main staff Main staff receptionist receptionist (management, (management, (management, (Bahasa Melayu/ (Bahasa Melayu/ reception staff, reception staff, reception staff, head English ) English ) head waiters head waiters waiters housekeepers) housekeepers) housekeepers) should be proficient should be at should be proficient in English and in least proficient in English and in a language that in English and a a language that corresponds to the language that corresponds to the predominant foreign corresponds to predominant foreign clientele the predominant clientele foreign clientele 6.3.3 Mode of Greeting Staff should greet guests using any form of greetings (According to local/national cultures – Malaysian way of greetings) 6.4 STAFF UNIFORM Not Compulsory Not Compulsory Frontline staff in hotels / resorts should wear clean, comfortable and practical uniforms that reflect designs of the local/ Malaysian culture and tradition and requirements of the hotel line with international standards. 6.5 MEDICAL EXAMINATION All Categories: Staff to be medically examined periodically as required by the health authority. 6.6 STAFF FACILITIES All Categories : Separate, adequate and hygienic sanitary installation for staff (Toilet, wash-basin, shower, 6.6.1 Sanitary Installations bathrooms etc) 6.6.2 Rest Area & Changing Rooms Separate rest room and changing room for male /female;
6.6.3 Staff Canteen Not Compulsory Not Compulsory Staff Pantry is to be Staff canteen is Staff canteen is provided provided provided
26 MINIMUM REQUIREMENTS FOR STAR RATING OF HOTEL
NO. CRITERIA ONE-STAR TWO-STAR THREE-STAR FOUR-STAR FIVE-STAR 6.7 SURAU All Categories: Every hotel is expected to provide a facility to pray/common prayer room (separate (Prayer Room and The Indication of Kiblat) for ladies and gentleman) and in each room the direction of “Kiblat” should be clearly indicated.
6.8 STAFF TRAINING (HRDF) All Categories: Staff Training – All staff must be sent for continuous hospitality and environmentally awareness management training with certification. 7 MANAGEMENT 1. Provision of training on Environmental Awareness
2. Educate both guests & staffs looking at their website about the green actions they take and why those actions are important, as well as encouraging others to take their own green actions.
3. Encourage to organise monthly campaign on environmental awareness program (waste reduction, reuse, recycling, waste separation and compositing program)
4. Donating to charity (sheets, towels, table linens, furniture, carpeting, window coverings, appliances and bedspreads that are no longer useable or useful to the property.(Corporate social responsibility) 8 MINIMUM ROOM RATES Not Applicable Min. USD80.00 Nett (at prevailing rate of exchange)
27 MINIMUM REQUIREMENT FOR STAR RATING OF APARTMENT HOTEL
MINIMUM REQUIREMENT FOR STAR RATING OF APARTMENT HOTEL (Kriteria Minimum Pengelasan Hotel Apartment)
APARTMENT HOTEL MINIMUM REQUIREMENT FOR STAR RATING OF APARTMENT HOTEL
MINIMUM REQUIREMENT FOR STAR RATING OF APARTMENT HOTEL
Star Marks 5 9 -10 4 7 - 8 3 5 – 6
29 MINIMUM REQUIREMENTMARKING SHEETFOR STAR : APARTMENT RATING OF HOTEL APARTMENT HOTEL
NO. OF CALCULATING NO. CRITERIA MAX. POINTS WEIGHTAGE % QUESTION FORMULA
(____ x 30) = 1. Apartment Unit 19 190 30% 190
(____ x 30) = 2. Services 12 120 30% 120
(____ x 10) = 3. Common Areas 15 150 10% 150
(____ x 5) = 4. Qualitative and Aesthetic Requirement 2 20 5% 20
(____ x 10) = 5. Safety Standard and Hygiene 8 80 10% 80
(____ x 15) = 6. Staff 11 110 15% 110
TOTAL : 100
30 MINIMUM REQUIREMENT FOR STAR RATING OF APARTMENT HOTEL NO. CRITERIA THREE STAR FOUR STAR FIVE STAR 1. APARTMENT REQUIREMENTS 1.1 MINIMUM SIZE OF APARTMENT Studio 40 sqm Studio 45 sqm Studio 50 sqm UNIT One room 50 sqm One room 60 sqm One room 70 sqm Minimum standard requirements - Two 70 sqm Two 80 sqm Two 90 sqm • Studio • One bedroom Three 100 sqm Three 110 sqm Three 120 sqm • Two bedrooms • Three bedrooms 1. Bed with clean linen, blankets, bedspread, 1. Bed with clean linen, blankets, clean pillows and bedspread, clean pillows 1. Bed with clean linen, mattresses and mattresses blankets, bedspread, 2. Curtains 2. Curtains clean pillows and 3. Night table 3. Night table mattresses. 4. Table 4. Table 2. Curtains 5. One chair and one 5. One chair and one arm 3. Night table armchair per room chair per room 4. Table 6. Cupboard/wardrobe 6. Cupboard/wardrobe with 5. One chair and one with hangers and shelves hangers and shelves armchair per room 7. Writing/dressing table 7. Writing/dressing table with 1.2 APARTMENT FURNITURE AND 6. Cupboard/wardrobe with with mirror mirror FITTINGS ( must be all units ) hangers and shelves 8. Ashtray (not provided for 8. Ashtray (not provided for 7. Writing/dressing table with non-smoking room) non-smoking room) mirror 9. Waste-basket 9. Waste-basket 8. Ashtray 10. Luggage-rack 10. Luggage-rack 9. Waste-basket 11. Fridge 11. Fridge 10. Luggage-rack 12. Iron 12. Extra bed upon request 11. Fridge 13. Iron board 13. Hair dryer upon request 12. All bedroom furnishings to 14. Extra bed upon request 14. All bedroom furnishings to be be of good quality, and 15. Hair dryer upon request of excellent quality, and taste taste and well maintained 16. All bedroom furnishings to and well maintained be of excellent quality, 15. Elements of Batik and taste and well maintained 17. Elements of Batik 31 MINIMUM REQUIREMENT FOR STAR RATING OF APARTMENT HOTEL NO. CRITERIA THREE STAR FOUR STAR FIVE STAR - 1. Hot Plates 1. Hot Plates 1. Hot Plates 1.2 (a) BUILT IN KITCHEN / 2. Refrigerator/Freezer 2. Refrigerator/Freezer 2. Refrigerator/Freezer COOKING FACILITIES 3. Exhaust Hoods 3. Exhaust Hoods 3. Exhaust Hoods 4. Toaster, glassware 4. Toaster, glassware 4. Toaster, glassware 5. Chinaware Crockery/ 5. Chinaware Crockery/ steel 5. Chinaware Crockery/steel steel cutlery cutlery cutlery 6. All cooking facilities to 6. Dishwasher 6. Dishwasher be of good quality, and 7. All cooking facilities to be of 7. All cooking facilities to be taste and well maintained. very good quality, and taste of excellent quality, and 7. Rice Cooker and well maintained. taste and well maintained. 8. Rice cooker 8. Rice cooker 9. Microwave 9. Microwave 1.3 ELECTRICAL EQUIPMENT 1. Electric socket with 1. Electric socket with indication indication of voltage in of voltage in each room 1. Electric socket with each room 2. Independent light for ceiling indication of voltage in each room 2. Independent light for ceiling (in room without private bath 2. Independent light for (in room without private room) & besides reading light ceiling (in room without bathroom) & besides for each guest private bathroom) & reading light for each guest 3. Reading lamp beside one besides reading light for 3. Reading lamp beside one armchair and beside table each guest armchair and beside table 3. Good lighting beside an armchair and beside writing table/dressing table 1.4 BEDROOM WINDOWS All categories: To adhere to building code set by the a appropriate authority 1.5 MAIN ENTRANCE All categories: Should have (i) Lockable doors with key and latch/double locked from inside as additional security, (ii) Each room must be numbered or otherwise marked for easy identification (iii) Must indicate the position of the room in relation to the hotel (iv) Materials use should be “fire resistant” (minimum ½ hr) (v) 5 Star must use Card Access for the room door
32 MINIMUM REQUIREMENT FOR STAR RATING OF APARTMENT HOTEL NO. CRITERIA THREE STAR FOUR STAR FIVE STAR Air conditioning Air conditioning guaranteeing Air condition In all bedrooms guaranteeing thermal 1.6 THERMAL CONDITIONS AND thermal comfort in all bedrooms guaranteeing thermal comfort in all bedrooms & VENTILATION IN APARTMENT & designed so that the guests comfort, depending on designed so that the guests UNIT can regulate the room location & situation can regulate the room temperature in each room temperature in each room All categories: Each room shall be capable of being naturally ventilated by means which can be controlled by the 1.7 VENTILATION IN ROOMS room occupants. 1.8 APARTMENT COMMUNICATION Communication system to be Telephone with IDD facilities is Telephone with IDD facilities is SYSTEM provided in every unit. made available in all units. made available in all units. 1. Radio and 29 inch TV in apartment unit which can be controlled by the 1. Radio and 25 inch TV in guest. An in-house video apartment unit which can be programme is made controlled by the guest. available.
1. Radio and 21 inch TV in 1. DVD/VCD players and satellite 2. DVD/VCD players and apartment unit each which TV broadband services (min. satellite TV (min. of 6 can be controlled by the of 4 channels:- 1.9 AUDIO - VISUAL INSTALLATIONS channels:- guest. i) children programme IN BEDROOMS i) children programme ii) Sports channel ii) Sports 2. DVD / VCD players and iii)min. 2 news programme iii) min. 2 news satellite TV broadband (NHK / CNBC / BBC / programme services (min. 4 channels) Al-Jazeera or others) (NHK / CNBC / BBC / iv) 1 min. In House movie Al-Jazeera or others) iv) 2 min. In-house 2. Internet Broadband Services movies
3. Internet Broadband Services 1.10 DRINKING WATER IN All categories: Drinking water and glasses provided in each unit. BEDROOMS
33 MINIMUM REQUIREMENT FOR STAR RATING OF APARTMENT HOTEL NO. CRITERIA THREE STAR FOUR STAR FIVE STAR 1.11 INFORMATION MATERIALS All categories: All categories: IN BEDROOMS 1. Apartment unit tariffs, and other services 1. Apartment unit tariffs, and other services provided by hotel provided by hotel shall be prominently shall be prominently displayed in each room displayed in each room 2. Information on fire exit guidelines, house rules for guests, meal 2. Information on fire exit guidelines, house rules hours and charges are to be displayed where applicable for guests, meal hours and charges are to be displayed where applicable. 3. Tourism Related Material to be displayed. 1.12 STATIONERY IN BEDROOMS Writing materials to be Writing materials to be provided Writing materials to be provided provided 1.13 SOUND - PROOFING FOR All categories: To adhere to the local authority standard BEDROOMS 1.14 SANITARY INSTALLATION 1. All rooms with complete 1. All rooms with complete 1. All rooms with complete FOR BEDROOMS IN private bathrooms, private bathrooms(wash basin, private bathrooms(wash APARTMENT UNIT (washbasin, shower and shower and bath and toilet) basin, shower and bath bath and toilet) and toilet) 2. Bath tub with showerhead with 2. Bathtub with showerhead running hot and cold water. All 2. Bath tub with showerhead and running hot and cold rooms must have a dry and with running hot and cold water. Rooms should have wet bathroom area. water. All rooms must a dry and wet bathroom have a dry and wet area. 3. Bathroom fitting to be of good bathroom area. quality. 3. Bathroom fitting to be of high quality. 1.15 WATER HOSE All categories: Water hose/bidet or other alternatives (ladle) to be provided for ablutions
34 MINIMUM REQUIREMENT FOR STAR RATING OF APARTMENT HOTEL NO. CRITERIA THREE STAR FOUR STAR FIVE STAR 1.16 BED LINENS, TOWELS QUALITY 1. Bed linen and towels 1. Bed linen and towels should 1. Bed linen and towels should be changed for be changed for each new should be changed for Based on minimum thread each new guest guest each new guest counts and weight 2. To be changed twice a 2. To be changed three times 2. To be changed four times (Number of Towels & Types of Towel) week when occupied a week on daily basis when a week when occupied occupied 3. Weight of towel – 8 pounds 3. Weight of Towel-12 3. Weight of Towel-10 pounds pounds 4. Thread counts – 300 4. Thread counts – 400 4. Thread counts – 500 5. Types of towels:- • Bath Towel 5. Types of towels:- 5. Types of towels:- • Mat • Bath Towel • Bath Towel • Mat • Mat * Towel should be changed • Hand Towel • Hand Towel daily • Face Towel * Towel should be changed daily *Towel should be changed daily 1.17 ROOM FOR THE All categories: At least one room with facilities for the disabled (eg. Lower bed, shelf, table, ramps, etc) to be DISABLED (OKU) provided
35 MINIMUM REQUIREMENT FOR STAR RATING OF APARTMENT HOTEL NO. CRITERIA THREE STAR FOUR STAR FIVE STAR 2. SERVICES 1. Breakfast served in rooms & in 1. Breakfast served in rooms dining room/restaurant & in dining room/ 2.1 FOOD AND BEVERAGE restaurant SERVICE 2. Food & beverages service provided 2. Food & beverages service provided 3. Room service is provided 3. Limited Room service is 4. Restaurants / coffee house provided offering food of local & inter national fare are available 4. Restaurants / coffee house offering food of local & international fare are available
5. Specialty restaurants – Malaysian cuisine available
6. Quality china crockery, steel cutlery + glassware are used 2.2 HOUSEKEEPING SERVICES 3 times weekly On daily basis (Minimum Frequency) 2.3 FRONT DESK SERVICES Provided at reception 1. Provided at reception counter Individual safety deposit counter. Guest have private system in unit 2.3.1 Safety Deposit Box excess to boxes, like in a bank 2. Boxes located in special room
3. Guests have private access to boxes.
36 MINIMUM REQUIREMENT FOR STAR RATING OF APARTMENT HOTEL NO. CRITERIA THREE STAR FOUR STAR FIVE STAR Left-luggage facilities provided Left-luggage facilities provided Left-luggage facilities in proper room 2.3.2 Left-Luggage Facilities At least one porter (Bell Boy) service provided At least two luggage porter (Bell Boy) service provided Money exchange service Money exchange service Money exchange service provided. Exchange of 2.3.3 Foreign Exchange provided. Exchange of at least 5 provided at least 5 major foreign major foreign currencies. currencies. Secretarial services provided in Secretarial services provided in a Dedicated private rooms to 2.3.4 Business Centre a common office common office be provided Credit card facilities Credit card facilities available: available: i. Acceptance of major i. Acceptance of major International Credit / Charge International Credit / Credit card facilities available Cards Charge Cards – acceptance of at least 5 2.3.5 Credit Card Facilities major International Credit/ ii. Guaranteed Reservation ii. Guaranteed Reservation Charge Cards iii. Express Check-Out and iii. Express Check-Out and express Check-In for VIP guest express Check-In for VIP guest Information service Information service concerning concerning transport, hotels, transport, hotels, excursions Information service concern- excursions & entertainment & entertainment plus tourism 2.3.6 Tourism Services ing transport, hotels, excursions plus tourism service (travel service (travel tours, hotel & entertainment available tours, hotel booking etc) booking etc) provided and has provided and has concierge concierge service service 2.4 LAUNDRY & VALET SERVICE Laundry services provided Laundry same day service 1. Laundry and dry clean provided same day service provided
2. Valet service recommended.
37 MINIMUM REQUIREMENT FOR STAR RATING OF APARTMENT HOTEL NO. CRITERIA THREE STAR FOUR STAR FIVE STAR 2.5 MEDICAL SERVICE All Categories: Medical practitioner available on call 2.6 FIRST AID FACILITIES All categories: Provision on first aid box containing medicine, ointment, bandages etc. 3. COMMON AREAS 1. Well appointed Reception 1. Well appointed & well 1. Well appointed & hall/lounge commensurate decorated Spacious lobby/ well decorated spacious 3.1 RECEPTION AREA to the size of hotel. lounge commensurate to the lobby/lounge with sitting (hall, lounge, lobby, main size of hotel with sitting reading and writing area entrance, facilities for the 2. Suitable main entrance facilities. commensurate to the size disabled (OKU)) with special provisions for of hotel. the disabled. 2. Suitable main entrance with special provisions for the 2. Suitable entrance with disabled. special provisions for the disabled.
3. Gazetted smoking area is made available. 3.2 BAR Wherever permissible by law, Wherever permissible by there should be a separate bar law, there should be an with an atmosphere of comfort. elegant separate bar with an atmosphere of comfort and luxury.
38 MINIMUM REQUIREMENT FOR STAR RATING OF APARTMENT HOTEL NO. CRITERIA THREE STAR FOUR STAR FIVE STAR 3.3 DINING ROOM / RESTAURANT 1. Clean, well equipped and 1. Dining room/restaurant/ / BREAKFAST ROOM / well maintained dining room/ resident’s lounge with RESIDENTS LOUNGE restaurant/resident’s lounge capacity to serve all hotel guests as and when 2. Breakfast, lunch and dinner required served with varied choice of beverages 2. Specialty restaurant & private dining rooms 3. High standard of decoration, furniture and service 3. Excellent standards with regards to cuisine (quality 4. Good quality of F&B Linen and variety) choice of - napkin wines & other beverages, - table cloth décor, furniture & service - table skirting - green felt 4. Excellent quality of F&B Linen 5. F&B items - napkin - glass ware - table cloth - steel cutlery/flatware - table skirting - table seating - green felt - China ware 5. F&B items - glass ware - steel cutlery/flatware - table seating - China ware
6. Designated area for smoking
3.4 RESTAURANT All Categories: Restaurants serving halal and / or non-halal food – separate kitchens, storage facilities, washing facilities, utensils and equipments
39 MINIMUM REQUIREMENT FOR STAR RATING OF APARTMENT HOTEL NO. CRITERIA THREE STAR FOUR STAR FIVE STAR 3.5 OUTDOOR AREA / INDOOR A common area or a spacious A common area such as AREA common terrace to create an garden, a roof garden or a atmosphere of comfort. spacious common terrace to create an atmosphere of comfort 3.6 ENTERTAINMENT / Music and TV made available 1. Swimming pool for adult & 1. Swimming pool for adult & RECREATION / SPORTS and a corner for indoor children. children. games facilities. 2. Swimming pool is attended by 2. Swimming pool is qualified life guard for pools attended by qualified life more than 4.5 ft and for less, guard for pools more than a qualified pool attendant is 4.5 ft and for less, a sufficient. qualified pool attendant is sufficient 3. Basic Indoor Games Facilities 3. Recreation – health club gymnasium / sauna and facilities (outdoor and indoor)
4. Children Games Room
5. Basic indoor games facilities
40 MINIMUM REQUIREMENT FOR STAR RATING OF APARTMENT HOTEL NO. CRITERIA THREE STAR FOUR STAR FIVE STAR 3.7 SANITARY INSTALLATION FOR Public toilets (separate for 1. Public toilets (separate for 1. Public toilets (separate COMMON AREAS ladies & gentlemen) for guests ladies & gentlemen) for for ladies & gentlemen) near common areas. They guests near common areas. for guests near common should be clean & in proper areas. running order, have washing 2. Should be clean & in good facilities with running water running order, have washing 2. Should be clean & in and always have sufficient facilities with running water. good running order, have supply of toilet paper, clean washing facilities with towels/hot air drier and 3. Sufficient supply of toilet running water. soap. Public toilets should be paper, clean towels and labeled. automatic hot air drier. 3. Sufficient supply of toilet paper, clean towels and 4. Soap dispenser. automatic hot air drier.
5. Sanitary towel disposal facility. 4. Soap dispenser.
6. Toilets to be labeled. 5. Sanitary towel disposal facility.
6. Toilets to be labeled
7. Bidet 3.7.1 Public Toilets for the All Categories: Public toilets for disabled persons should be provided. Disabled (OKU)
41 MINIMUM REQUIREMENT FOR STAR RATING OF APARTMENT HOTEL NO. CRITERIA THREE STAR FOUR STAR FIVE STAR 3.8 DUSTBINS All Categories:
1. No dry or liquid refuse or fifth of any sort shall be permitted to be deposited in any part of the hotel except in approved pattern dustbins provided for that purpose. 2. Adequate number of bins with lids to be provided. 3. All bins to be lined with plastic bags before dumping refuse into them. 4. All bins to be placed at suitable area so as to prevent contamination to foodstuff. 5. Bins used for food waste to be covered and placed at suitable location. 3.9 THERMAL CONDITIONS FOR Air condition guaranteeing Central air condition Central air condition COMMON AREAS thermal comfort in public guaranteeing thermal comfort guaranteeing thermal rooms depending on location depending on location and comfort depending on and situation. situation. location and situation. 3.10 PUBLIC TELEPHONE At least two telephone booths Sufficient telephone booths Sufficient telephone booths for guests use located at for guests use located at the for guests use located at the reception area and/or reception area and/or nearby. the reception area and/or nearby. nearby 3.11 LIFTS 1. Lifts are provided where 1. Lifts are provided where there 1. Lifts are provided where there are more than five are more than five floors there are more than floors or 60ft, including or 60ft, including ground and five floors or 60ft, including ground and basement if basement if public facilities ground and basement if public facilities are are located in the latter. public facilities are located in the latter. located in the latter. 2. Lift capacity in proportion to 2. Lift capacity in proportion the room capacity. 2. Lift capacity in proportion to the room capacity. to the room capacity. 3. Separate service lift. 3. Separate service lift.
42 MINIMUM REQUIREMENT FOR STAR RATING OF APARTMENT HOTEL NO. CRITERIA THREE STAR FOUR STAR FIVE STAR 3.12 CORRIDORS Corridors or other space Corridors or other space outside All corridors or other space outside guest room should be guest room should be covered outside guest room should be covered with noise absorbing with noise absorbing material covered with carpets or other material and material used and material used should be of noise absorbing material and should be of “fire-rated”/ “fire-rated”/should have a fire material used should be of should have a fire retardant retardant treatment “fire-rated”/should have a fire treatment. retardant treatment 3.13 CORRIDORS PRECAUTIONS All categories:
1. Corridors leading to guest rooms should be illuminated 24 hours and should be wide enough for emergency situations. Material used should be of “fire-rated”/should have fire retardant treatment. 2. Fire safety requirements to be adhered to. 3. Equipped with communication system/overriding paging system
43 MINIMUM REQUIREMENT FOR STAR RATING OF APARTMENT HOTEL NO. CRITERIA THREE STAR FOUR STAR FIVE STAR 4 QUALITATIVE AND AESTHETIC * Safe, functional, very good * Safe, functional, excellent * Safe, functional, highest REQUIREMENTS quality and well maintained quality and taste and well quality and taste and well (The function and aesthetic of good taste maintained maintained are based on all equipment i.e. furniture, soft furnishing, * Local and appropriate * Local appropriate decoration and bathroom, decoration in common * Local appropriate decoration in decoration in common sanitary were and fitting). areas. common areas. areas.
Note: *Safe refers to all the legal * Local decoration in bedrooms Requirements for safety * Local decoration in eg. Certificate of Fitness. bedrooms
Function: Use of space, seating capability, traffic flow, operational needs.
Colour: Reflection and use of light, colour scheme and combination
Aesthetic: Style character emphasis (design feature)
Ambience: To create an aesthetically pleasing environment and condition which encourage a suitable atmosphere complementary to style of service.
44 MINIMUM REQUIREMENT FOR STAR RATING OF APARTMENT HOTEL NO. CRITERIA THREE STAR FOUR STAR FIVE STAR 5 SAFETY STANDARDS AND 1. Fire-fighting facilities and guidelines must be established and clearly indicated: HYGIENE • “Mimic diagram” of the escape route must be established at the lobby and the rooms 5.1 FIRE ELECTRICITY AND OTHER • Exit sign lighting at stairways and other areas SAFETY FACILITIES • Emergency lighting at corridors, lobby and stairways • Control room at main entrance • Liquid Petroleum Gas (LPG) piping and fittings
2. Adequate fire-fighting equipment (any of these)
• Sprinkler/detector • Wet riser/dry riser with hose and nozzle • Hose reel with nozzle • Break Glass • Kitchen hood protection – Carbon dioxide system/wet chemical etc
3. In accordance with local fire-fighting and fire prevention laws-Uniform Building By Laws 1984 and Fire Service Act 1988
4. All electrical facilities must be installed and maintained according to local electrical safety laws.
5. Adequate security must be provided on a 24 hours basis
5.2 EMERGENCY POWER SUPPLY Access to standby generator Standby generator sufficient Standby generator sufficient available to provide basic to generate power to operate to generate power to light and power in emergency corridor and public room lights operate corridor and public cases. and emergency lift. room lights and emergency lift.
45 MINIMUM REQUIREMENT FOR STAR RATING OF APARTMENT HOTEL NO. CRITERIA THREE STAR FOUR STAR FIVE STAR 5.3 KITCHEN All Categories: 1. Food prepared within hotel must comply with the hygienic requirements of the Health Authorities 2. Kitchen pantry and cold storage to be in accordance with the requirements of the Health Authorities 3. Separate cooking, washing, storage area and utensils for halal and non-halal food 5.4 FOOD STORAGE Refrigerator, freezer and/cold Refrigerator, freezer and/cold Refrigerator, freezer and/cold storage for food storage for food storage for food 5.4.1 Refrigeration
5.4.2 Separate Compartments All Categories: Where food stuff is stored, correct temperature should be maintained & there should be separate compartments for the storage or raw and cooked food. 5.5 FOOD PROTECTION 1. Proper rat-proof store room 2. Rack for food stuff to be placed above the floor level 3. Cooked food stuff should be covered from dust and vermin at all times 4. The premise should be free from insects and vermin at all times 5.6 REFUSE All Categories: All refuse and garbage must be dispose off daily from the room premises. The refuse area and containers shall be kept in sanitary condition.
5.7 INSECT AND VERMIN All Categories: Good and effective protection against insect and vermin in all areas of apartment. PROTECTION
46 MINIMUM REQUIREMENT FOR STAR RATING OF APARTMENT HOTEL NO. CRITERIA THREE STAR FOUR STAR FIVE STAR 6 STAFF All Categories: 6.1 NUMBER OF STAFF Adequate number of staff in accordance with expected service in each category 6.2 QUALIFICATION OF THE STAFF All Categories: 6.2.1 General Qualification Apartment employees who work for the business service and technical departments should be professionally qualified, as required by hotel and/or government policy and regulation
6.2.2 Language Main staff (management, Main staff (management, Main staff (management, reception staff, head waiters reception staff, head waiters reception staff, head waiters house-keepers) should be house-keepers) should be house-keepers) should be bilingual in a language bilingual in a language that bilingual in a language that corresponds to the corresponds to the predominant that corresponds to the predominant foreign clientele foreign clientele predominant foreign clientele 6.2.3 Mode of Greeting Staff should greet guests using any form of greetings (According to local/national cultures)
6.3 STAFF UNIFORM Frontline staff in hotels should wear clean, comfortable and practical uniforms that reflect designs of the local culture and tradition.
Frontline staff in non-resort hotels should wear clean and comfortable uniforms that reflect designs of the local culture and tradition and the requirements of the hotel in line with international standards. 6.4 MEDICAL EXAMINATION OF All Categories: Staff to be medically examined periodically as required by the health authority. STAFF 6.5 STAFF FACILITIES All Categories: Separate, adequate and hygienic sanitary installation for staff (Toilet, wash-basin, shower, bathrooms etc) 6.5.1 Sanitary Installations 6.5.2 Rest Area & Changing Rooms Separate rest room and Separate rest room and Separate rest room and changing room for staffs changing room for staffs changing room for staffs (separate for ladies and (separate for ladies and (separate for ladies and gentlemen) gentlemen) gentlemen) 6.6 SURAU AND KIBLAT SIGNS All Categories: (Prayer Room and The Every apartment is expected to provide a facility to pray (separate for ladies and gentlemen) and the direction of Indication of Kiblat) “Kiblat” should be clearly indicated. 6.7 STAFF TRAINING (HRDF) All Categories: All staff must be sent for continuous hospitality training with certification.
47 MINIMUM REQUIREMENT FOR STAR RATING OF APARTMENT HOTEL
MINIMUM REQUIREMENT FOR ORCHID RATING OF HOTEL (Kriteria Minimum Pengelasan Orkid)
ORCHID MINIMUM REQUIREMENTS FOR ORCHID RATING OF HOTEL
MINIMUM REQUIREMENTS FOR ORCHID RATING OF HOTEL
Assessment Marks Very Good Quality 2.1 - 3 Good 1.1 - 2 Poor 0.1 – 1 Not Provided 0
49 MINIMUM REQUIREMENTS FOR ORCHID RATING OF HOTEL
NO. OF CALCULATING NO. CRITERIA MAX. POINTS WEIGHTAGE % QUESTIONS FORMULA
1. Cleanliness and Hygiene Standard 6 18 25% (____ x 25) = 18
2. Building Safety and Guest Security 3 9 25% (____ x 25) = 9
3. Facilities and Services 9 27 25% (____ x 25) = 27
4. Bedroom Requirement 12 36 20% (____ x 20) = 36
5. Staff 5 15 5% (____ x 5) = 15
TOTAL : 100
50 MINIMUM REQUIREMENTS FOR ORCHID RATING OF HOTEL
A. CLEANLINESS AND HYGIENE STANDARD CRITERIA 1 Orchid 2 Orchid 3 Orchid A. 1 DUSTBINS All Categories: 1. All bins must be lined with plastic bag, placed at suitable areas and to be covered at all times.
2. Encourage usage of separate waste bins with labels for recycling at exit centre area. A. 2 SANITARY INSTALLATION / TOILET At least one common bath- At least one common Individual bathroom and toilet (Minimum size of a toilet and bathroom is 2 square meter.) room and toilet for every 8 bathroom/toilet for every 1 – 7 in every room. occupants or 2 every 9 – 20 occupants. occupants. Separate toilets/bathrooms for Separate toilets/bathroom for ladies/gentlemen with clear Complete with wash basin, ladies/gentlemen with clear labels. shower or bath tub and small labels. pail. Toiletries are not required. Toiletries are not required. Towels and basic toiletries are required. Advisable to use bio-degradable liquid soap/ shampoo dispenser Water ladle to be made available. A. 3 HEALTH AWARENESS MESSAGE All Categories: Healthy lifestyle posters/pamphlets to be displayed. (e.g. HIV / AIDS posters and pamphlets) Posters/ pamphlets on environmental awareness to be displayed. Green / Environment Awareness Message
51 MINIMUM REQUIREMENTS FOR ORCHID RATING OF HOTEL
A. CLEANLINESS AND HYGIENE STANDARD CRITERIA 1 Orchid 2 Orchid 3 Orchid A. 4 KITCHEN All Categories :
Food Prepared must comply with the hygiene requirements of the Health Authorities.
Kitchen/pantry must be in accordance with the requirements of Health Authorities.
Separate cooking, washing, storage area and utensils for halal and non-halal food.
Food compartments should be labeled accordingly. A. 5 REFUSE All Categories :
All refuse and garbage must be disposed off daily from the room premises – containers and refuse area to be kept in a sanitary condition.
Encourage usage of separate waste bins (brown/blue/orange) for recycling purposes (Glass / paper / plastic /aluminium)
A. 6 INSECT AND VERMIN PROTECTION All Categories : Effective protection pest control in all areas of hotel at all time. Encouraged to use ECO–safe or botanically based pesticides.
52 MINIMUM REQUIREMENTS FOR ORCHID RATING OF HOTEL
B. BUILDING SAFETY AND GUEST SECURITY CRITERIA 1 Orchid 2 Orchid 3 Orchid B. 1 CORRIDORS All Categories :
Safe, well and clean with adequate corridor precautions (emergency light, exits and directions) B. 2 FIRE SECURITY AND SAFETY FACILITIES All Categories :
In accordance with local fire – fighting and fire prevention laws – under the Uniform Building By Laws 1984. Possess the Certificate of Fitness for occupation.
Installation of meters / equipment to monitor and control energy consumption. B. 3 EMERGENCY POWER SUPPLY All Categories : Battery lamps/torch lights are made available in the event of power failure.
53 MINIMUM REQUIREMENTS FOR ORCHID RATING OF HOTEL
C. FACILITIES AND SERVICES CRITERIA 1 Orchid 2 Orchid 3 Orchid C. 1 RECEPTION AREA Proper reception area with at Proper reception area with A comfortable reception least one staff in charge. a suitable main entrance. At area with tables and chairs. A least one staff in charge. suitable main entrance with at least one staff in charge. C. 2 PUBLIC TOILET All Categories : At least one public toilet near the reception area furnished with wash basin and biodegradable liquid soap dispenser.
Public toilets for the disabled (OKU) to be made available (In accordance to OKU Act 2007) C. 3 THERMAL CONDITIONS FOR COMMON AREAS All Categories : Fan provided with good ventilating system. C. 4 PUBLIC TELEPHONE All Categories : At least one public telephone at the reception area (local calls and operator assisted) or equivalent C. 5 LIFTS/ ELEVATOR All Categories : Lift/elevators required for building of 60 feet and above or more than five storeys high. C. 6 FRONT DESK SERVICES All Categories : Guest registration book to be provided attended by at least a staff. C. 7 TAXI SERVICE Not Compulsory Not Compulsory Service on call Taxi to be pro- vided. C. 8 TOURISM INFORMATION Not Compulsory Not Compulsory Tourism brochures and pamphlets to be provided.
C. 9 FIRST AID FACILITIES All Categories : Provision of first aid box containing medicine, ointment, bandages etc. (to be replenished, to observe the validity of the product used and inspected from time to time)
54 MINIMUM REQUIREMENTS FOR ORCHID RATING OF HOTEL
D. BEDROOM REQUIREMENTS CRITERIA 1 Orchid 2 Orchid 3 Orchid D. 1 MINIMUM SIZE OF BEDROOMS All Categories : Minimum Standard requirements Size : 8 sq m Heights: 2.5 m. D. 2 NON - SMOKING ROOM Not Compulsory Not Compulsory Not compulsory – Smoking Room to be provided. D. 3 BEDROOM FURNITURE 1. Beds with clean linen, 1. Beds with clean linen, 1. Beds with clean linen, blankets, clean pillows blankets, clean pillows blankets, clean pillows and mattresses. and mattresses. and mattresses.
2. Waste basket. 2. Waste basket. 2. Waste basket.
3. Hangers/hooks for 3. Hangers/hooks for 3. Cupboard with Clothes. Clothes. hangers.
4. Elements of Malaysian 4. Night Table. 4. One table with one Batik and local chair. (Malaysian) decoration 5. Elements of Malaysian to be provided Batik and local 5. Elements of (Malaysian) Malaysian Batik decoration to be and local (Malaysian) provided decoration to be provided D. 4 BED LINENS, TOWELS All Categories : Introducing sheets and towel re-use program to reduce usage of water detergent and energy consumption. (To be changed upon guest’s request – for the same guest)
55 MINIMUM REQUIREMENTS FOR ORCHID RATING OF HOTEL
D. BEDROOM REQUIREMENTS CRITERIA 1 Orchid 2 Orchid 3 Orchid D. 5 BEDROOM WINDOWS All Categories : Must adhere to standard building codes set by appropriate authority. Curtain or blinds for window. D. 6 BEDROOM DOORS All Categories : Each room must be numbered and has individual key with latch/double lock. Materials used should be fire resistant. D. 7 SOUND - PROOFING FOR BEDROOMS All Categories : To adhere to the local authority standards. Encourage to existence of noise control program from hotel operation D. 8 THERMAL CONDITIONS IN BEDROOMS; All Categories : VENTILATIONS Fan in all rooms. Each room shall be capable of being naturally ventilated by means which be controlled by the room occupants. D. 9 BEDROOMS COMMUNICATION Not Compulsory Telephone provided at least in Telephone in every room every floor. for local calls and operator assisted. D. 10 DRINKING WATER IN BEDROOMS Drinking water provided upon request. Drinking water provided.
D. 11 INFORMATION MATERIALS IN BEDROOMS All Categories : Information on fire prevention / guidelines, house rules and room tariff / charges to be displayed. D. 12 KIBLAT SIGN IN BEDROOMS All Categories : Kiblat sign displayed clearly on the ceiling of every room.
56 MINIMUM REQUIREMENTS FOR ORCHID RATING OF HOTEL
E. STAFF CRITERIA 1 Orchid 2 Orchid 3 Orchid E. 1 MODE OF GREETING All Categories : Staff should greet guests according to local cultures or the Malaysian greeting. E. 2 LANGUAGE All Categories : Bilingual receptionist. E. 3 NUMBER OF STAFF All Categories : Adequate number of staff in accordance with hotel rooms / size E. 4 CITIZENSHIP All Categories : Only Malaysian citizens are allowed to work as frontliners. Foreign workers are allowed to work at the back of the house only. E. 5 QUALITY OF STAFF All Categories : Staff Training – All staff must be sent for continuous hospitality and environmental awareness training with certification.
57 MINIMUM REQUIREMENTS FOR ORCHID RATING OF HOTEL