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Hotel Classification System Manual

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Hotel Classification System Manual Abu Dhabi Hotel Classification Manual TABLE OF CONTENTS Introduction ............................................................................................................... 4 Abu Dhabi Tourism .............................................................................................................. 4 Purpose of the Hotel Classification System ...................................................................... 4 Development Phase .............................................................................................................. 5 System Enhancements .......................................................................................................... 5 System focus areas ............................................................................................................... 6 The classification process ................................................................................................ 10 Implementation & Features of the New System ............................................................... 10 1. Minimum Mandatory Criteria ........................................................................... 12 1.1 General Standards ............................................................................................... 12 1.2 Building Safety, Security, and Access ............................................................... 12 1.3 Guest Rooms ....................................................................................................... 14 1.4 Guest Bathrooms ................................................................................................. 20 1.5 Public Areas ......................................................................................................... 21 1.6 Services and Amenities....................................................................................... 24 1.7 Food & Beverage ................................................................................................. 28 1.8 Staff Development ............................................................................................... 28 1.9 Guest Service & Satisfaction .............................................................................. 29 2. Rating Criteria .................................................................................................. 30 2.1 Exterior ................................................................................................................. 30 2.1.1 Appearance of Building ..................................................................................... 30 2.1.2 Outdoor Areas and Landscaping (including outdoor leisure areas) ................... 31 2.2 Guest Bedrooms .................................................................................................. 32 2.2.1 Housekeeping of Guest Bedrooms.................................................................... 32 2.2.2 Decor, Walls, and Ceiling of Guest Bedrooms................................................... 32 2.2.3 Flooring of Guest Bedrooms ............................................................................. 34 2.2.4 Curtains of Guest Bedrooms ............................................................................. 35 2.2.5 Furniture: Guestroom Dresser, Wardrobe, Tables, Desks and Chairs ............... 36 2.2.6 Guestroom Soft Furniture, Cushions, Mirrors, and Artwork ............................... 37 2.2.7 Beds & Bedding ................................................................................................ 38 2.2.8 Ventilation & Temperature................................................................................. 39 2.2.9 Lighting in Guest Bedrooms .............................................................................. 40 2.2.10 Spaciousness of Guest Bedrooms .................................................................... 41 2.2.11 Soundproofing of Guest Bedrooms ................................................................... 42 2.3 Rating Criteria Guest Bathrooms ....................................................................... 43 2.3.1 Housekeeping of Bathrooms ............................................................................. 43 2.3.2 Ventilation of Bathrooms ................................................................................... 44 2.3.3 Guest Bathrooms Walls, Flooring and Ceiling ................................................... 45 2.3.4 Bathroom Fixtures ............................................................................................. 46 2.3.5 Bathroom Linens ............................................................................................... 47 2.3.6 Bathroom Amenities .......................................................................................... 48 2.4 Public Areas ......................................................................................................... 49 2.4.1 Housekeeping of Public Areas .......................................................................... 49 2.4.2 Public Areas – Decor, Walls, Ceilings and Curtains .......................................... 50 2.4.3 Public Areas – Furnishings & Fittings ................................................................ 51 2.4.4 Public Areas – Flooring ..................................................................................... 52 2.4.5 Public Areas – Ventilation & Temperature ......................................................... 53 2.4.6 Public Areas – Lighting ..................................................................................... 54 2.4.7 Housekeeping of Public Toilets ......................................................................... 55 2.4.8 Public Toilets – Fixtures & Accessories ............................................................. 56 2 2.5 Food & Beverage Outlets .................................................................................... 57 2.5.1 Housekeeping of Food & Beverage Outlets ...................................................... 57 2.5.2 Restaurants – Décor and Furniture ................................................................... 58 2.5.3 Restaurants - Spaciousness, Atmosphere, Ambiance – Overall Impression ..... 59 4. Guest Experience Index (GEI) ......................................................................... 60 5. Mystery Shopper Audit .................................................................................... 60 6. Product Designators ........................................................................................ 61 Mandatory Designators .............................................................................................. 62 6.1 Resort Designator: ............................................................................................. 62 Optional Designators: ................................................................................................ 64 6.2 Airport Hotel Designator ..................................................................................... 64 6.3 Boutique Hotel Designator ................................................................................. 66 6.4 Convention Hotel Designator.............................................................................. 67 6.5 Family Hotel Designator ..................................................................................... 70 6.6 Luxury Hotel Designator (5-star Plus) ................................................................. 72 6.7 Eco-friendly/ Sustainable Hotel Designator ........................................................ 74 3 INTRODUCTION In November 2007 Abu Dhabi launched a modern hotel classification system that was recognised by the international travel trade as a leading system, incorporating standards that have enhanced levels in the Abu Dhabi hotel industry. A recent revision was called for to ensure that the system and its criteria continue to represent the ambitions of Abu Dhabi as a modern and leading tourism destination, catering to the expectations of visitors and enhancing their experience. The system in front of you incorporates contemporary standards and provides hoteliers with clear guidelines to enhance their service delivery to visitors of the Emirate. The following introduction provides a general overview of the new hotel classification manual, highlighting its objective and key enhanced features. It then outlines the procedures with regards to the implementation of the system. Chapter 2 to 6 present the actual criteria of each element of the enhanced system. ABU DHABI TOURISM The Department of Culture and Tourism – Abu Dhabi’s (DCT Abu Dhabi) aspires to increase the total number of visitors annually to the emirate and ensure tourism accounts for a greater percentage of non-oil GDP by 2021, where the sector is an important component of reaching Abu Dhabi’s economic diversification goals. To achieve this goal, DCT Abu Dhabi is actively working to build the emirate’s leisure and business tourism resources alongside its image as a destination that caters to visitors with state- of-the-art offerings, from culture and entertainment activities to business facilities and convention centres. The Tourism Sector is mandated with supporting the evolution of Abu Dhabi into a world-class destination, in line with our commitment to conserving, promoting and shaping Abu Dhabi’s heritage, culture and tourism assets. DCT Abu Dhabi also aims to ensure the emirate gradually becomes a destination for niche markets such as cruise
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