qualmark nz motel criteria
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Motel
Accommodation Assessment& Grading System
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Glossary of terms and definitions
Following are some words and phrases used in relation to this assessment system that should help you understand theprocess and/or interpretation of the criteria.
Adequate Passable, barely sufficient
Sufficient Enough to go around
Ample Plentiful, more than enough, abundant
Fit forpurpose
The degree to which your facilities or services are suited to your target market and/or the type ofexperience you aim to deliver. However, it does not mean anything goes.
DelightersFeatures or aspects of your property or services that exceed your guests expectations,surprising or delighting them to create a memorable or distinctive experience.
Minimumentryrequirements
Aspects of your service that must be in place in order to meet travellers fundamentalrequirements and hence ensure your eligibility for a star grade.
The Motel Assessment System
Introduction
As New Zealand tourisms official mark of quality assurance, Qualmark helps visitors choose from the bestaccommodation options that New Zealand has to offer. Qualmark star ratings can only be earned after anextensive on-site assessment of your property, auditing to quality standards developed with the tourism industry
and for the industry.
The category and star rating provides visitors with additional information about the type of accommodation youprovide and the range and quality of facilities and services you offer
To help you better understand the terminology we use throughout the Criteria, following is a brief glossary of theterms.
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How does the scoring work?
The Qualmark assessment looks at various different quality areas of your business:
The minimum entry requirements are part of our Pre-Assessment questionnaire which must becompleted online prior to your Qualmark on-site assessment.
Your star rating indicates your level of achievement against our quality criteria for each assessmentsection, an example of this is shown below.
You will receive scores for eachof the different quality areas.These scores are weighted toreflect the relative importance ofthe different quality areas - theweightings are shown on thecontents page. The weightedscores are then added togetherto determine your overallpercentage score and starrating.
IMPORTANT: Four Star Plusand Five Star properties mustscore at least 3 in eachassessment area (this includesan average score of 3 in thebedroom and bathroomsections where a range ofrooms are assessed. Someroom scores may be lower than3 provided other scores resultin a weighted average score of3 or more).
5 Star Motel Further to a score of 84% or more, it is imperative that any Motel business also meet all of thefollowing minimum requirements to be classed as a 5 Star Qualmark.- No section has a score less than 3- 24 Hour on-site Manager- Pillow menu
How does this translate into a star grade?
Score Stars Description
20-27%
28-35% plusAcceptable. Meets customers minimum requirements. Basic, clean, andcomfortable accommodation
36-43% 44-51% plus
Good. Exceeds customers minimum requirements with some additional facilitiesand services
52-59% 60-67% plus
Very good. Provides a range of facilities and services and achieves good to verygood quality standards
68-75%
76-83% plusExcellent. Consistently achieves high quality levels with a wide range of facilitiesand services
84-100% Exceptional. Among the best available in New Zealand
Your eligibility for a Qualmark licence and your star rating will be confirmed by the Qualmark office following yourassessment.
All criteria inthe left, middleand rightcolumns aremet
All criteria in theleft and middlecolumns andsome (not all) ofthe criteria in theright column aremet.
*** With theResponsibleTourism sectionyou must scoreat least half ofthe criteria in theright column. ***
All criteria in theleft and middlecolumns are met(at the assessorsdiscretion, ticks inthe right columnmay replacemissing ticks in themiddle column)
All criteria in theleft column andsome (not all) ofthe criteria in themiddle columnare met.
*** With theResponsibleTourism sectionyou must scoreat least half ofthe criteria in themiddle column.***
All criteria inthe left columnare met
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Motel AccommodationTable of Contents
Area Page No.ImportanceWeighting
1.0
1.1
1.2
Overall Aspect and Appearance
External Buildings, Grounds and Gardens
Parking
2
3
5%
3%
2.0 Cleanliness 4 12%
3.0
3.1
3.2
3.3
3.4
Service and Hospitality Guest Care
Reservations
Safety and Security
Reception Guest Arrival and Departure
Guest Services
5
6
7
8
5%
6%
4%
6%
4.0
4.1
4.2
4.3
4.4
4.5
4.6
4.7
4.8
4.9
Units / Rooms
Overall Unit Internal Decor
Overall Unit Size, Space and Comfort
Overall Unit Heating / Cooling
Overall Unit Lighting
Beds and Bedding Size and Quality
Bedroom / Studio Furniture and Fittings
Bathrooms
Kitchen / Dining Facilities
Lounge Area
9
10
11
12
13
14
15
17
18
6%
6%
4%
4%
5%
5%
6%
6%
5%
5.0
5.1
5.2
Public Areas
Laundry and Drying Facilities
Extra Facilities / Recreational
19
20
3%
4%
6.0
6.1
General Requirements
General Business Practices 21 5%
7.0 Responsible Tourism Operations 22 -
8.0 Enviro Award Assessment 23 -
Total 100%
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1.0 Overall Aspect and Appearance
1.1 External - Buildings, Grounds and Gardens
Minimum Entry Requirements Buildings, their fixtures, furnishings, fittings and exterior dcor are maintained in a sound, clean condition and
are fit for the purpose intended
QUALITY SCORE0 1 2 3 4 5
No prominent unsightlyaspects all buildings, signagegrounds and outdoorequipment are in good repaireg. broken external fittings,rusty nails etc
Buildings, signage andgrounds are tidy and cleangiving good first impressioneg. gardens are weeded, norubbish
Safe pathways with no largepot holes or trip hazards
No untidy / unsightly areaswith exposed equipment ormaterials. All equipment isstored out of sight.
Evidence that property andbuildings are maintained andtidy eg. no prominentevidence of mould lichen,moss and cobwebs anddamage
Effective signage that is welllit and maintained in goodcondition, eg. no evidence ofcracks, chips or other damage
Driveways, and footpaths aredrained and maintained eg.no prominent cracks andother damage
Grounds are maintained withevidence of seasonal pruningand are free of extraordinaryleaf litter, long term weeds etc
Evidence of high standardsof external maintenance,including all buildings andsigns. Minimal evidence offlaking paint, dirt, waterstains, lichen, moss etc
Landscaping is designed andcoordinated to a highstandard including driveways, furniture, architecturalor heritage features of theproperty
Well tended gardens andgrounds. Pathways andedges, lawns in goodcondition and well cut etc andoverall evidence inmaintaining an attractiveappearance throughout theyear
Situation delight factors eg.attractive surrounds,exceptional location, superbviews etc
Comments:
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1.0 Overall Aspect and Appearance, continued
1.2 Parking
Minimum Entry Requirements
Some form of off road car parking is provided on site or nearby meeting council minimum requirements Accessible parking identified (subject to Building Act 1991 and New Zealand Standard 4121 and prevailing
local laws)
QUALITY SCORE0 1 2 3 4 5
Parking area is maintainedfree of potholes and triphazards
Limited attempt to controlparking eg. marked carparksor signs
One parking space per unit on
site or nearby
Easy access to carparkspaces
Well maintained and attractivesurfaces in keeping with thestyle of the property
Clear definition of parkingarea
Some consideration given tothe security of guests carseg. lighting
Parking onsite with generousaccess and turning space forone car for each unit
Some additional car parksavailable on site 10% ofunit numbers
Evidence of excellent
security provisions for guestscars eg. security cameras,locked gates
Some additional parkingfeatures eg. separate parkingfor reception, covered accessfrom parking, covered carparks, boat / caravanparking, car storage etc
Comments:
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2.0 Cleanliness
2.1 Cleanliness / Servicing
Minimum Entry Requirements All bathrooms, toilets, kitchens and items involving direct contact for guests, such as bedding, linen, baths,
showers, wash basins, WCs, flooring, seating, crockery, cutlery and glassware are cleaned with (noevidence of prior occupation or use)
Provision is made for all units to be serviced daily unless otherwise agreed with the guest at time of booking(documented evidence to be provided)
All common areas are cleaned daily Servicing of units includes rubbish removal, amenity and towel replacement, cleaning of bathroom, shower
and toilet
QUALITY SCORE0 1 2 3 4 5
All hard surfaces cleaned andsanitised using acceptedsystems eg. disinfecting orsterilizing
Measures taken to ensure nooffensive odours
Public areas vacuumed /swept daily
All rooms of a neat and tidyappearance
All surfaces includingfurnishings and carpets cleanand non-soiled
Room servicing includesmaking of beds and doing ofdishes with the option of linenchange every 3 days
All areas smelling fresh andclean. Evidence of odourcontrol procedures andequipment in place
Furnishings and carpetscleaned as required withsome documented evidenceavailable
Evidence of attention to detailof cleanliness in all areas,including high and low leveldusting
Evidence of furnishings andcarpets cleaned effectively onregular basis and maintainedin non-soiled condition eg.documented long termcleaning schedules
Evidence that all occupiedbedrooms / units vacuumed /swept daily as part of a dailyservicing eg. documenteddaily service procedure
Comments:
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3.0 Service and Hospitality Guest Care
3.1 Reservations
Minimum Entry Requirements To make clear to guests exactly what is included in the price quoted for accommodation, including GST and
other chargeable activities / amenities To describe fairly to all guests and prospective guests the amenities, facilities and services provided by the
property, whether by advertisement on the web, in brochures, or any other means Details of any relevant in-house rules / restrictions are communicated at time of / reservation Deposit , pre-payment and cancellation policy clearly defined and explained at time of a guaranteed
reservation
QUALITY SCORE0 1 2 3 4 5
Reservations are respondedto within 24 hours
Basic reservation detailsrecorded including name,
date, rate and room-type
Guest credit card details areheld securely and disposed ofresponsibly
Identification of self andproperty when answering thephone
A professional approach toreservation handling withsome documented evidence
Evidence of an organised
approach for all administration(whether computerized ormanual) for dealing with guestenquiries, reservations,correspondence, filingsystems etc, eg. systems andforms, 800 number
Confirmation letter anddirections sent if time andcircumstances allows
Evidence of excellentattention to detail in handlingof reservations (whethercomputerized or manual) andguest enquiries; clear and
concise recording of alldetails including eg. specialneeds, arrival time, roompreference, dietaryrequirements etc
Real time confirmation ofbookings available and areeffectively managed eg. toavoid double booking
Documented evidence that atthe time of reservation thecancellation policy is clearly
explained
Comments:
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3.0 Service and Hospitality Guest Care, continued
3.2 Safety and Security
Minimum Entry Requirements Entrances clearly identified with lighting to doorways Adequate fire precautions and displayed evacuation procedures for guests A high degree of general safety and security maintained, appropriate to location.Guests feel safe they and
their belongings are secure at all times All equipment is safely maintained and in good working order Adequate measures provided for the security of guests and their property. There should be means of
securing unit / room doors from inside and out, and a key available
Particular attention given to the safety and security of guests occupying ground floor or other units / roomswhich may be easily entered, as well as Accessible units
Adequate levels of lighting for safety and comfort in all public areas, including sufficient light on any stairwaysand walkways at night
Some safe storage facilities available for small to medium size valuable items and guest informed of thisfacility in compendium eg. lockable cupboard, safe, filing cabinet etc
Keys / key cards are not identifiable by property name / room number.
QUALITY SCORE
0 1 2 3 4 5
Short term, secure, baggagestorage available
After hours emergencycontact clearly identifiable forguests eg. night-bell,intercom, freephone (shouldthey lock themselves out oftheir unit for example)
Relevant safety featurescommunicated to guests eg.emergency information, poolsafety, safe operation ofrecreational equipment
Some added security featuresfor units eg. one window withsecurity stays per bedroom(where fire safety will not becompromised), smokedetectors, peep holes etc
Guests can be contacted24hrs (for emergencypurposes)
Property is adequatelyenclosed for the location eg.secure fencing
Security includes theprovision of additionalsecurity provisions such aseg. recorded securitycameras, monitored smoke /heat detectors, directnotification to security / fireservice, key card room entrysystem etc
Excellent levels of lighting toall areas of the property so
as not to spoil theestablishments atmosphereor guest comfort eg. day /night sensors automaticallydimming later at night orother form of effective 24hourlighting
All areas of the property arelit in keeping with the designof the property eg. use ofsensors, dimmers and timers
Comments:
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3.0 Service and Hospitality Guest Care, continued
3.3 Reception: Guest Arrival and Departure
Minimum Entry Requirements Reception area clearly identifiable Staff on duty during guests principle arrival and departure periods; reception signage clearly states reception
hours
Staff deal promptly with all enquiries, requests, reservations, correspondence and complaints from guests Once guests have registered, they have access to the property and to their units at all times unless
restrictions were previously notified. It is acceptable that the entrance may be locked and the guests mayhave to ring or knock for access or be given a key. Guests made aware of any restrictions at the time ofreservation / check-in
A GST receipt is available on request
QUALITY SCORE0 1 2 3 4 5
Guests made to feel welcomeon arrival
No undue delays during
check-in or check-out
Guests directed to their rooms
Provision made for guestsarriving outside opening hours
All necessary informationoffered to guests includingrelevant safety and securityprocedures
Room inspection is welcome,if requested
Credit card and EFTPOSpayment facilities available
Efficient and completeregistration procedures,capturing all key informationeg. name, address / id, room,
intended length of stay,payments made / due, etc
Well presented staff
Polite staff, with helpfulattitude, promoting a goodfirst and last impression
Welcoming and wellmaintained reception facilitieswith layout appropriate toproperty
Evidence that room inspectionis welcomed
All personnel smartlypresented and identifiable
On site Managers available
at all times
Reception area gives anexcellent first impression,with good quality dcor and anumber of added features forguest comfort eg. amplecomfortable seating, watercooler, magazines etc.
Reception area is appropriateto the size and scale of thebusiness
Welcome Delighters offeredon arrival: (minimum of 3) eg.choice of fresh milk types,welcome refreshment,welcome gift, biscuits, fruit,fresh flowers, discountvouchers etc
Guests are taken to theirrooms and facilities are fullyexplained
Comments:
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3.0 Service and Hospitality Guest Care, continued
3.4 Guest Services
Minimum Entry Requirements 24 hour on-site access to a phone and local telephone book 24 hour on-site access to a first aid kit Clearly defined smoking policy All services clearly stated in the compendium or other communication material in the unit / room
QUALITY SCORE0 1 2 3 4 5
Operator assisted phone inroom or use of proprietorsphone
Staff knowledgeable aboutsurrounding activities andattractions
Limited local informationbrochure display rack /board
Internet / modemconnection or accessavailable on-site withsufficient phone lines andinstructions for use
Iron and ironing boardavailable in room (unless alaundry is provided)
Phones can dial out 24 hours.Incoming via proprietor.
Staff personally recommendspecific activities in the localarea
Iron and ironing board available
in all units
Phone and computer can beused simultaneously and thereare instructions for use eg.how to connect to internetservices
Some added services provided:(minimum 3) eg. pre packagedbreakfasts, newspapers,umbrellas, infant facilities,message service, room to roomdialling, facsimile / computer for
guest use, comprehensive localinformation display board / racketc
Information of facilities andservices provided in the unit inthe form of a guestcompendium
Direct phone access to unitsfrom outside the complex (ie.enabling inward / outwardfaxes and receipt of callsoutside motel office hours)
At least 5added serviceswhich are well communicated
to guests in compendium eg.pick up / drop off service,laundry / dry-clean service,evening meals, breakfastmenu is available. (Propertyhas approved kitchen facilitiesto do this), charge back fromlocal restaurants, activity /restaurant booking service, inroom mini bar or snack bar,voice messaging, high speedinternet connection etc
A comprehensive
compendium detailing a widerange of well presentedinformation and facilitiesavailable within the complex
Comprehensive and detailedinformation of off-sitefacilities, including,community services, localattractions, shops, restaurantsetc
The quality and presentationof the compendium or
information medium isexcellent
Comments:
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4.0 Units / Rooms
Unit Number Assessed:Unit Type:Number of Units of this Type:
4.1 Overall Unit Internal Dcor:
Minimum Entry Requirements Internal dcor is maintained in a safe and sound condition Well secured fittings eg. door knobs, lamp shades, towel rails, etc
QUALITY SCORE0 1 2 3 4 5
Functional dcor with limitedco-ordination
Some decorative items in theroom
Furniture and fittings are in asatisfactory condition ie.functioning, clean and in goodrepair
Some signs of normal wearand tear
Well co-coordinated dcor
Well finished, good qualityceilings, wall coverings andpaintwork
Well fitted, good qualityflooring with minimal wearand tear, in sound conditionand comfortable under foot
Good use of pictures, printsor other decorative relief,particularly on plain walls
Minimal signs of wear andtear visible to dcor, furnitureand fittings
Evidence of a coordinatedinterior design, with attentionto detail
High quality wall ceiling andwindow covering without
discolouring or surface wearand tear
Attractive use of high qualitypictures, prints or otherdecorative relief
High quality carpeting orflooring providing a highlevel of comfort and showinglittle or no sign of marks orwear
Little to no evidence of wear
and tear visible to dcor,furniture and fittings
Comments:
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4.0 Units / Rooms, continued
4.2 Overall Unit Size, Space and Comfort
Minimum Entry Requirements All rooms have sufficient space to allow freedom of movement to guests and uninhibited access at all times
to emergency exits
Sufficient useable space around furnishings and fittings
Fully open-able entry doors Accessible unit has room to manoeuvre wheel chair or walking frame
QUALITY SCORE0 1 2 3 4 5
Floor space allows formovement around theunit with out restriction
Uncluttered rooms withsome provision availablefor luggage / clothes
storage
Floor space and furnitureplacement allow fordesignated number of gueststo move freely
Space available for luggage /clothes storage eg. luggage
rack, shelf, wardrobe etc
Equipment and furniture ispositioned for practical use
Unrestricted access to bothsides of the bed/s
Good sound insulationbetween units and externallywith minimal intrusive noisefrom road, plumbing, raillines, adjacent units
Floor space and furnitureplacement allows ample freedomof movement and a high degreeof comfort for the designatednumber of guests
Space is available for clothes and
luggage to be stored in a varietyof options without cluttering theroom or obstructing access eg.hanging space, drawers etc
Provision of enough furnishings toprovide a high level of comfort forall guests eg. comfortable seats,coffee table, side tables, workspace etc. ( note that seating iscovered in section 4 9 lounge)
No intrusive noise eg. as a resultof double glazing, sound proofing,
hush glass, curtains of substantialfabric with heavy linings, location
Comments:
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4.0 Units / Rooms, continued
4.3 Overall Unit Heating / Cooling
Minimum Entry Requirements Adequate, safe, in-room heating provided at no extra cost
QUALITY SCORE
0 1 2 3 4 5
Heaters are provided to heatthe room and maintain aconstant temperature whenoccupied.
Cooling or ventilation optionsare provided to maintain aconstant temperature whenoccupied
Heating is provided which canbe thermostatically controlledby guests to provide anoverall uniform temperature
No restriction on use ofheating
Some form of additionalcooling (eg. fan) is availableon site on request
Quiet Heating is providedwith individual thermostaticcontrols
Temperature control isprovided by air conditioning,heat pumps, etc
All areas within unit are ableto be heated simultaneously
No restrictions on use of
heating and cooling
Comments:
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4.0 Units / Rooms, continued
4.4 Overall Unit Lighting
Minimum Entry Requirements Unitswell lit with electric lighting All bulbs, unless decorative or a tube or downlights, have a shade or cover
QUALITY SCORE0 1 2 3 4 5
Minimum one efficientbedside light with easy useswitch
Lighting offers gooddistribution of light to all areasof the room. A shade isprovided.
Lights are positioned todistribute light to enabletasks to be completed in allareas of the unit eg. able toread in bed, desk lamps etc
Good quality light fittings andshades with minimal signs ofwear and tear eg. peelingcoating or chipped coating
Some natural light to mainliving areas
A variety of lighting choicesis available, with excellentdistribution, well positionedand suitable for all purposeseg. non obtrusive readinglights, moveable lamps etc
Controllable lighting, givingvariable levels of light
High quality light fittings andshades coordinated with
interior design and withoutsigns of wear and tear
Natural light to all living andsleeping areas
Comments:
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4.0 Units / Rooms, continued
4.5 Beds and Bedding Size and Quality
Minimum Entry Requirements
All beds have sound base and mattress protectors All bed linen is provided and is changed at least weekly and for each new guest All bedding is clean and in sufficient quantity, according to season and guests needs Spare pillows and blankets available on request Accessible unit is able to accommodate caregiver
QUALITY SCORE0 1 2 3 4 5
Bed provides support to spineie. shows no sign of sag
Bed mattress, protector, linenand covers are clean andshow minimal sign of wearand tear
A range of bedding, includingsufficient blankets / duvets issupplied
Limited attempt to coordinatebedding with rest of decor
Some extra beddingprovisions are available in theunit all year round eg. hotwater bottles, extra blankets,electric blankets
Extra beds are provided byway of roll-aways or better
Some form of pillowprotection and cleanedregularly
Beds have firm mattresseswith edge support and acoordinated matching base
Tidy presentation of bed withfreshly laundered linen andbedding (including pillows)
Some coordination of beddingwith rest of dcor eg. use ofone fabric and pattern only forgood quality bedspread
Bed sizes are above standardeg. Doubles are Queen /King etc
Additional beds must be of afoldout variety or better
Beds have firm mattresseswith overall support includingedges and bases.Mattresses have additionalcomfort layers.
All bedding is co-ordinated
with bedroom dcor andother soft furnishings
Bed is presented with someadditional features eg. athrow, cushions, pillows,valances etc
All pillows fitted with pillowprotectors with evidence thatthey are cleaned on at leasta weekly basis
Additional beds are of thesame quality at those above
Comments:
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4.0 Units / Rooms, continued
4.6 Bedroom / Studio Furniture and Fittings
Minimum Entry Requirements
At least one window with clear glass providing natural light Wake-up facility available for guest use Opaque glass, curtains, blinds or shutters provided on all windows, including glass panels to doors, fanlights
and skylight windows to afford both privacy and exclusion appropriate to type and location of property A wardrobe or clothes hanging space with 3 hangers per person Central lighting is available Provide min. 5 hangers per unit.
QUALITY SCORE0 1 2 3 4 5
Window coverings drawcompletely across the window
At least one bedside table andreading light
Limited attempt to co-ordination
Visible wear and tearacceptable
All window coverings fitcorrectly to ensure some lightexclusion eg. some form oflining
One bedside table andreading light for each sleepingposition or at least one tablebetween 2 singles
Furniture and fittings arecoordinated
Range of additional furnitureand fittings (min 3) eg. strongclothes hangers, mirror,luggage rack, basic iron andironing board
Minimal wear and tear tofurnishings and fittings
Window coverings insubstantial fabrics arecoordinated with the overalldcor and have blackout orsimilar linings to retain heat
and keep out light
Extra lighting and powerpoints are available adjacentto bed and mirror
Furniture is of soundconstruction, fits the style ofdcor and is well maintained.
Excellent coordination offurniture and soft furnishingsof high quality
At least 5 items of additionalfurniture and fittings for guestcomfort eg. , full lengthmirror, additional phone bybed, additional TV and DVDplayer, multifunction iron andfull size ironing board, extrachest of drawers etc
Comments:
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4.0 Units / Rooms, continued
4.8 Kitchen / Dining Facilities
Minimum Entry Requirements Kettles, fridges and any other equipment supplied and maintained in a safe working order Sufficient crockery, cutlery and glassware provided for size of unit Sufficient cooking utensils, pots, pans for size of unit eg. cooking spoon, , tongs, grater, peeler, masher, strainer,
chopping board, sharp / serrated knifes, can, bottle / wine openers, salt, pepper etc
Sink with plug, hot and cold water, adequate bench space of a hard impervious surface Sink in Accessible unit is accessible for washing up, filling jugs etc Washing liquid, dish brush, dish cloth, drying cloth and draining rack / area provided in a clean and well maintained
condition
Rubbish bin, dustpan and brush provided Adequate light distribution; all bulbs unless decorative or a tube have a shade / cover Some form of ventilation, either mechanical or outside opening window; spare power point available
QUALITY SCORE0 1 2 3 4 5
Crockery, cutlery andglassware sufficient fornumber of guests. Itemsmay be mismatched andshowing signs of wear eg.marks and discolouration.
Fridge with ice box available
A Safe cooking appliance isprovided eg. microwave,hotplate
Dining facilities available eg.bench, bar or table
Sink and bench top mayshow some wear and tear
Floors, walls and ceilingsmay show some wear andtear
Storage space is providedfor food supplies
Matching crockery, cutlery andglassware including wine glassesare sufficient in number for guestsand one visitor. Items showminimal wear.
Microwave oven and / or hotplateswith a range of microwaveabledishes / pots and pans with lids orcovers
Good range and quality of cookingutensils
Matching dining table and chairswith at least one seat per sleepingposition
Floors, walls and ceilings are freeof obvious wear and tear eg.chipped paint cracked tiles andscuff mark
Bench, floor and storage spaceallows guest to prepare basic mealfree of trip hazards.
Added amenities are provided forguest convenience (min 2) eg.,teapot, coffee plunger, biscuits etcsome items are replaced daily withothers available on request or forpurchase
Basic beverage selection providedwith fresh milk available daily
Well located appliances and powerpoints for safety and ease of use
Ventilation is provided either byvent or opening window
Fixtures, fittings and joinery showminimal signs of wear eg. handlesnot chipped or broken, drawsrunning smoothly, cupboard doorsfit etc
High quality crockery, cutlery andglassware is available for allguests and one visitor. Itemsretain their as new appearance
Excellent range of quality cookingutensils, pots and pans /microwave dishes
Spacious, fridge storage withfreezer space
Dining table and chairs arecoordinated with the dcor andwith seating for each sleepingposition and two extra seats.
Co-ordinated dcor; floor, wall,ceiling, sink and bench coveringswhich retain their as newappearance
Sufficient floor and bench space isavailable to allow for preparationof a full meal. Food storage is incupboards and drawers.
A number of added amenities areprovided for guest convenience(Min 4)
High quality surfaces,considerable floor space
Good ventilation is provided eg.range hood or fan vented outside
Fixtures, fittings and joinery fit thedcor / design and retain their asnew appearance
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4.0 Units / Rooms, continued
4.9 Lounge Area
Minimum Entry Requirements Minimum of two seats provided Window coverings provided Television provided
Heating available in room
Natural light and ventilation provided Spare power point provided
QUALITY SCORE0 1 2 3 4 5
Limited seatingarrangements, mixed styleacceptable
Seating available otherthan bed
Floors and wallsmaintained, some wearand tear acceptable
Window coverings drawcompletely across thewindow
Limited free floor spaceavailable to allowmovement withoutrestriction
Enough seating isavailable for eachsleeping position. Wellmaintained and matchingseats available (may be amix of lounge and diningfurniture)
Floor coverings, wallsand ceilings all in goodcondition with minimalwear and tear
Floor space and furnitureplacement allow fordesignated number ofguests to move freely
Functional dcor withwalls, ceilings and skirtingboards all in good
condition
Television with remote atleast up to 21 inch CRT,or any size flat screen.Location is appropriate toroom
Some added furnishings /facilities (min 3) for guestconvenience eg. coffeetable, outdoor seatingarea, artwork, additionalTV channels etc
Lounge seating available for eachsleeping position
Coverings maintain their "as newappearance
High grade carpeting or flooring
providing a high level of comfort
Coordinated dcor, maintaining asnew appearance
Wall coverings / paintwork maintainedin as new appearance
Window coverings in substantialfabrics are coordinated with the overalldcor and have blackout or similarlinings to retain heat and keep out light
Floor space and furniture placement
allows for designated number ofguests plus two visitors to move freely
At least one television with remote atleast 26 inch must be flat screenlocation is appropriate to room
Televisions provided in all bedrooms
Provision of a number of addedfacilities / furnishings for guestconvenience:(min 5) eg. 32 inch orlarger flat screen television, multi-media, private outdoor area with
furniture, BBQ, stereo, , in-housevideos, , additional TV channels viafree view or in room sky decoder, deskwith lighting, pre-programmed phonesetc
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5.0 Public Areas
5.1 Laundry and Drying Facilities
Minimum Entry Requirements Washing machines, clothes drying facilities and iron / ironing board are available in clean working condition Hand washing and soaking facility provided Waste bin provided Washing powder available Adequate form of ventilation, such as an extractor fan or opening window
Note: In scoring this quality area the Assessor will consider whether the laundry is fit for purpose taking intoaccount the markets being targeted by the property (eg. families on holiday v short stay commercial reps), ifthere are irons in the units, if there are outdoor drying facilities
QUALITY SCORE0 1 2 3 4 5
A clean, well maintainedwashing machine isprovided
Drying facilities and aclothes drier are provided
Basic light fittings withadequate light distribution
Floors, walls and ceilingsmay show
An approximate ratio 1 machineand 1 drier per 35 beds(excluding sofa beds)
Machines are of automatic typeand may be coin operated
Laundry is for guest use only
Laundry has natural lightingwith directional light fittings soas not to cast shadows on workarea
Ventilation by way of ducting orwindow is provided
Bench space or washingbaskets is provided
Multi function iron and ironingboard are of good quality andpermanently located with waterjug (unless in all units)
Washing tub has hot and coldwater supplied
Floors and walls are maintainedwith minimal sign of wear andtear
Outdoor drying facilities are
provided
Automatic washing Machine /drier numbers exceed thestandard ratio
Ample bench space provided
Well maintained with co-ordinated dcor with floors,walls and ceilings retainingtheir as new appearance
A number of added amenitiesand services for guestconvenience eg. warmwashes, seating, magazines,laundry service that isadvertised in the room isavailable, laundry room isavailable for use 24 hours
Free floor space allows formore than one user at thesame time
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5.0 Public Areas, continued
5.2 Extra FacilitiesExamples might include: restaurant, bar, conference facility, infant facilities, childrens play area, BBQ area,swimming pool, sauna, spa, gym, business services.
Apply fit for purpose as to what facilit ies are relevant for business type.
Note: These facilities and services may be provided on- or off-site. Any off-site facilities are free to use as part of
the stay at the establishment. They are optional requirements however, if provided, the quality, range,presentation, ease of use and location (ie. how nearby are they?) will be taken into account in the quality score.
Minimum Entry Requirements All facilities provided are clearly stated in the compendium or other communication material in the unit Hours of availability of all extra facilities and recreation areas clearly posted All recreational equipment in good operating condition with instructions available
QUALITY SCORE0 1 2 3 4 5
Limited range of additional
features / recreationalfacilities, if any
A range of additional
(minimum 3) recreationalfacilities
Good quality of additionalrecreational facilities
Excellent range of additional
(minimum 5) recreationalfacilities
Excellent quality of additionalrecreational facilities
Comments:
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6.0 General Requirements
6.1 General Business Practices
Minimum Entry Requirements Adequate public liability insurance cover of at least $1 million including punitive and exemplary damages Clear written standards for customer service ie. Suggest: Industry or QM Template Clear written procedure for handling of complaints ie. Suggest: Industry or QM template Acknowledgement of all written complaints Evidence of Compliance with Qualmarks Code of Ethics Commitment to good staff training and management practices
5 Star Minimum Requirements
No section has a score less than 3 24 Hour on-site Manager Pillow menu
QUALITY SCORE0 1 2 3 4 5
Written evidence of every daybusiness practices eg. how todeal with reservations, meet &greet procedures etc
Some form of staff training isprovided eg. buddies-system
Some documentation on keyaspects of the businesssoperations eg. key contacts,emergency procedures
Written evidence of gooddocumentation of key businessaspects eg. job descriptions,minders manual, cleaningschedules, maintenance plan,policies and procedures
Documented staff inductionprocess in place, includingsome training in customerservice eg. checklists, servicestandards
Appropriate monitoring ofservice standards eg. throughanalysing complaints,comments, guest feedback etc
Membership of a relevantindustry / businessassociation (does not includemarketing groups) ITOC,MANZ, TIA, Chamber ofCommerce
Evidence of strong focus oncustomer service andcontinual improvement
Comprehensivedocumentation of all keypolicies and procedures,proactive approach to qualitymanagement presented in anindexed ops manual
Emphasis placed on stafftraining, especially incustomer service and safetyaspects eg. first aid training
Proprietor takes a strategicoutlook with evidence ofmarketing and / or businessplanning
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7.0 Responsible Tourism Operations
7.1 Responsible Tourism Operations
Minimum Entry Requirements
Any past environmental / community problems have been effectively overcome All necessary statutory licences, permits and / or consents have been obtained and are current. This includes
concessions and / or consents for operating on land other than owned or leased.
Where applicable, an operators land use complies with all regional, district and conservation management
plans in place for the area. This is particularly relevant where the area is a national park, reserve and / ormarine reserve.
In regions which offer recycling (whether kerbside or transfer stations at dumps), facilities are in place forstaff and customers / guests to collect and separate waste for recycling
Evidence that a checklist or similar tool has been used to reviewthe environmental impact of the business Any environmental claims made in promotional materials (including website communications) can be
substantiated
Evidence of 3 key initiatives in place that reduce waste, energy or water consumption Where applicable, effective air, water, noise and / or light pollution management is in place
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8.0 Enviro Award AssessmentNote: This section is optional and has no effect on the overall score for the assessment
8.0 Enviro Award Assessment
Minimum Entry Requirements
Any past environmental / community problems have been effectively overcome All necessary statutory licences, permits and / or consents have been obtained and are current. This
includes concessions and / or consents for operating on land other than owned or leased.
Where applicable, an operators land use complies with all regional, district and conservation managementplans in place for the area. This is particularly relevant where the area is a national park, reserve and / ormarine reserve.
In regions which offer recycling (whether kerbside or transfer stations at dumps), facilities are in place forstaff and customers / guests to collect and separate waste for recycling
Evidence that a checklist or similar tool has been used to reviewthe environmental impact of the business. Any environmental claims made in promotional materials (including website communications) can be
substantiated
Evidence of 3 key initiatives in place that reduce waste, energy or water consumption Where applicable, effective air, water, noise and / or light pollution management is in place
QUALITY SCORE0 1 2 3 4 5
Evidence that an actionplan is reviewed at leastevery 2 years and thatimprovementopportunities areidentified
Evidence of 9 keyinitiatives that mitigate themajor resource impact inwaste, energy and waterconsumption are in place
Documented evidence ofmonitoring at least1key aspectrelevant to the major resourceusages of the business
Evidence that an Environmental& Social Responsibility TourismStatement is publicly displayedto encourage customerengagement
Evidence of 12 key initiativesthat mitigate the major resource
impact in waste, energy andwater consumption are in place
Evidence of significantcontribution towards at least 1community or conservationactivity relevant to businesssize
An individual or team within thebusiness has formalresponsibility forimplementation of the plan andpossible improvements
Documented evidence of usingthe Qualmark ECG or othermonitoring tool for the twomajor resource uses of yourbusiness
Evidence that staff are trainedand follow theResponsibleTourism plan of action andcancommunicateit
Evidence of 25 key initiatives inplace including those that
mitigate the majorenvironmental impacts of thebusiness under a do no harmprinciple
Evidence of significantcontribution towards at least 1community and 1 conservationactivity, relevant to businesssize
Evidence that the business istaking a proactive role and is anexemplary advocate of
responsible tourism
Comments: