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TRANSCRIPT
Hotels, 3-5 stars
Quality criteria no. 110
3rd edition 2018
Self assessment
Table of contents
Bls.
1
Approach and immediate surroundings
3
2
Safety
3
3
Public areas
4
4
Guestrooms
5
5
Miscellaneous services
10
6
Meals and restaurant facilities
11
7
Leisure/recreation
12
8
Meeting and conference facilities
9
Company management
10
History and culture
11
Points for each category
12
Explanations
16
In order for a service to account for points, indicated by a * in the criteria, it must be advertised in rooms e.g. in information folder, TV etc. If not, the criterion is not considered to be fulfilled.
1.
Approach and immediate surroundings
V= Yes
Points
3*
4*
5*
Exterior appearance
1
All signs and flags are in good condition.
1
L
L
L
2
Driveway, steps and paths are safe and well maintained. Outdoor lighting.
1
L
L
L
3
Inviting premises e.g. sheltered areas (separated area; a porch or terrace), trim garden furniture, and flower beds/pots etc.
3
4
Outdoor premises are stylish and buildings are in good harmony with the surrounding landscape. Special attention is given to design, quality, choice of materials and landscaping. (N)
6
2.
Safety
V= Yes
Points
3*
4*
5*
5
Public areas e.g. hallways and stairwells are well lit to ensure the comfort and safety of guests. (N)
1
L
L
L
6
Smoke detectors are in all guest rooms, hallways and other public areas. These are checked and batteries replaced annually. (N)
2
L
L
L
7
Fire extinguisher(s) are in the hotel. These are checked regularly and employees trained how to use them. (N)
1
L
L
L
8
Drawings showing emergency exit routes are prominently displayed in all guestrooms. (N)
1
L
L
L
9
Emergency lighting.
1
L
L
L
10
Unhindered access to emergency exits. (N)
1
L
L
L
11
Clear and appropriate information regarding safety, e.g. 112 emergency number for Iceland, safety in and around hot tubs, doctor on call number etc., are displayed in guestrooms or public areas. (N)
1
L
L
L
12
First aid kit, checked and restocked regularly.
1
L
L
L
13
Guest rooms can be locked from the inside.
1
L
L
L
14
Defibrillator.
2
15
Door viewers on guestroom doors.
3
16
Secondary locks on guestroom doors.
3
3. Public areas
Reception and interior appearance
V= Yes
Points
3*
4*
5*
17
Furniture, equipment and fixtures in a very good condition, minimum signs of wear and tear.
2
L
L
18
Furniture, equipment and fixtures in excellent condition, little signs of wear and tear.
3
L
19
Lounge with comfortable seating, separate from the reception area and/or dining room/restaurant. Good/adequite lighting.
2
L
L
20
Bar, open seven days a week, opening hours must be advertised.
6
L
L
21
Lobby with comfortable seating, beverages can be bought.
5
L
22
Lobby with comfortable seating and beverage service.
10
L
Service hours / opening hours
23
Reception is clearly marked and identified.
L
L
L
24
Reception open 14 hours, available for phone calls 24 hours. Opening hours may be fewer during the winter months.
3
L
25
Reception open 16 hours, available for phone calls 24 hours (employee on call 24 hours).
4
L
26
Reception open and staffed 24 hours, available for phone calls 24 hours.
6
L
27
Express check out.
3
Employees
28
At least one language besides Icelandic is spoken by the reception personnel.
2
L
L
29
At least two languages, besides Icelandic, are spoken by the reception personnel.
4
L
30
Doorman (separate personnel)
15
31*
Concierge (separate personnel).
15
L
32
Pageboy (separate personnel).
15
L
Luggage and valuables
33
Luggage service on demand.
2
L
34*
Luggage service.
5
L
35*
Locked luggage room.
5
L
L
36*
Safekeeping facilities at the reception.
1
L
37
Central safe at the reception (or a safe in guest rooms 4 stars).
3
L
L
38
Safe in room (in addition to safe in the reception no. 41)
8
L
39
Safe with integrated power socket in the room.
10
Miscellaneous services
40
Wireless internet access in public areas.
2
L
L
L
41*
Internet device (computer/tablet) with printing option in public area.
5
L
L
42
Air-conditioning/good ventilation in public areas (e.g. dining room and reception).
4
43
Umbrella at the reception/in the room.
1
44*
Offer of sanitary products (e.g. toothbrush, toothpaste, shaving kit. for sale or complimentary).
2
L
L
L
45
Up-to-date magazines/newspapers in public areas. (N
1
L
46
SafeTravel information screen. (N)
3
47
Payment with debit and credit cards.
1
L
L
L
Access
48
Barrier free for wheelchair. The company has been assessed and approved by an independent party recognized by the Organization of Disabled in Iceland.
8
49
Barrier free for persons with reduced walking and motor ability. The company has been assessed and approved by an independent party recognized by the Organization of Disabled in Iceland.
5
50
Barrier free for blind and visually impaired persons. The company has been assessed and approved by an independent party recognized by the Organization of Disabled in Iceland.
5
51
Barrier free for deaf or hearing impaired. The company has been assessed and approved by an independent party recognized by the Organization of Disabled in Iceland.
5
52
Accessible for persons suffering from asthma and allergies. The company has been assessed and approved by an independent party recognized by the Organization of Disabled in Iceland.
2
53
Barrier free for mentally disabled. The company has been assessed and approved by an independent party recognized by the Organization of Disabled in Iceland.
2
54
Barrier free for persons with reading disabilities. The company has been assessed and approved by an independent party recognized by the Organization of Disabled in Iceland.
2
55
Elevator in the building.
10
L
L
4. Guest rooms, facilities and furniture
Room size and general appearance
V= Yes
Points
3*
4*
5*
56
Furniture, equipment and fixtures in a very good condition, minimum signs of wear and tear.
2
L
L
57
Furniture, equipment and fixtures in excellent condition, little signs of wear and tear.
3
L
58
Size of rooms 14 m2, including bathroom (15% of rooms may be below this size).
10
59
Size of rooms 18 m2, including bathroom (15% of rooms may be below this size).
15
60
Size of rooms 22 m2, including bathroom (15% of rooms may be below this size).
20
61
Size of rooms 30 m2, including bathroom (15% of rooms may be below this size).
25
62
Bathrooms ≥5m2 (15% of bathrooms may be below this size).
5
63
Bathrooms ≥7.5m2 (15% of bathrooms may be below this size).
10
64
Suite (at least two rooms, living room and a bedroom,).
2
65
Two suites (at least two rooms, living room and a bedroom).
4
L
66
At least three suites (at least two rooms, living room and a bedroom). (N)
6
Bathrooms
67
100% of the rooms have private bathrooms, WC and shower/bathtub.
1
L
L
L
68
Shower curtain.
1
L
L
L
69
Shower with screen or a separate shower cubicle. (N)
5
70
Washbasin.
1
L
L
L
71
Twin washbasin in all double/twin rooms and suites.
5
72
Slip prevention in shower and bathtub.
2
73
Safety handles in or by the shower/bathtub.
2
74
Washable bath mat (fabric).
1
L
L
L
75
Adequate lighting at the washbasin.
1
L
L
L
76
Mirror at the washbasin.
1
L
L
L
77
Vanity mirror.
2
L
L
78
Accessible power socket near the mirror.
1
L
L
L
79
Towel rails or towel hooks.
1
L
L
L
80
Heated towel rails/rack.
3
81
Shelf for toiletries.
1
L
82
Large shelf or table.
3
L
L
83
One glass per guest.
1
L
L
L
84
Soap at the washbasin.
1
L
L
L
85
Body wash or shower gel at the shower/bathtub. (N)
1
L
L
L
86
Shampoo.
1
L
L
L
87
Personal care products in bottles.
2
L
88
Additional cosmetic products e.g. bath essence, shower cap, nail file, Q-tips, cotton wool pads, body lotion (minimum two products).
2
L
L
89
„Facial tissues“.
2
L
L
90
Toilet paper in reserve.
1
L
L
L
91
One hand towel per person.
1
L
L
L
92
One bath towel per person.
2
L
L
L
93
High quality towels in good condition.
1
L
L
L
94*
Bathrobe on demand.
2
L
95
Bathrobe.
4
L
96*
Slippers on demand.
1
L
97
Slippers.
3
L
98*
Hairdryer on demand.
1
L
99
Hairdryer.
2
L
L
100*
Stool in the bathroom on demand.
3
L
101
Wastebasket.
1
L
L
L
Sleeping comfort
102
Single beds, minimum size 0,90m x 2,00m and double beds, minimum size 1,60m x 2,00m.
5
L
103
Single beds, minimum size of 0,90m x 2,00m and double beds, minimum size of 1,80m x 2,00m.
10
L
L
104
Single beds, minimum size of 1,00m x 2,00m and double beds, minimum size of 2,00m x 2,00m.
20
105
Well-kept and clean mattresses in good condition, minimum 18 cm.
5
L
L
L
106
Well-kept and clean mattresses in good condition, minimum 22 cm.
10
107
Hygienic covers for mattresses.
5
L
L
L
108*
Crib on demand.
3
109
Well-kept and clean duvets.
1
L
L
L
110
Well-kept and clean pillows.
1
L
L
L
111*
Additional pillow on demand.
1
L
L
L
112
Two pillows per person.
4
L
113
Clean and well-kept bed linens (sheets, pillow- and duvetcases). (N)
1
L
L
L
114*
Blanket (throw) on demand.
2
L
L
115
Sheer curtains/screens/blinds or equivalent.
3
116
Curtains to completely darken the room (black out curtains).
5
L
L
L
Room equipment
V= Yes
Points
3*
4*
5*
117
Wardrobe or clothes niche.
1
L
L
L
118
Linen (clothes) shelves.
1
L
L
L
119
Four matching clothes hangers per bed (minimum two of those with a lower bar), simple wire hangers are not sufficient.
1
L
120
Six matching clothes hangers per bed (minimum three of those with a lower bar), simple wire hangers are not sufficient.
3
L
L
121
One chair.
2
L
L
L
122
One seat/chair per bed.
3
L
L
123
Two comfortable (upholstered) seats (chairs/couch) in double rooms or suites.
4
L
124
Table or desk with a free working space of minimum 0, 5 m2 and adequate lighting.
5
L
L
L
125
Side table/tray by comfortable seat(s).
1
L
L
126
Accessible power socket in the room.
1
L
L
L
127
Accessible power socket next to the table/desk workspace (in addition to the socket in 126).
2
L
L
L
128
Accessible power socket next to the bed.
1
L
L
129
Adequate room lighting (ceiling light and/or lamps).
1
L
L
L
130
Bedside table/shelf at each bed. (N)
3
L
L
L
131
Reading light next to each bed.
3
L
L
L
132
Central light switch for the room light.
3
133
Bedside light switch for the room light.
2
134
Bedside light switch for the complete room light, including bathroom.
4
135
Night light.
1
136
Dressing mirror (full length).
2
L
L
L
137
Luggage (suitcase) shelf/rack.
2
L
L
L
138
Wastebasket.
1
L
L
L
139
Hinged/flip up on external wall or good ventilation.
1
L
L
L
140
Rooms with individually adjustable air conditioning.
10
TV, entertainment and communication devices
141
Radio or a separate radio channel on the TV.
1
L
L
142
TV (flat panel).
2
L
143
TV (flat panel), appropriate size for the room.
4
L
L
144
Two TVs (flat panel (screen) in appropriate size for the room in suites.
2
145
Telephone in the room (in-house line is sufficient).
8
L
L
146
Internet access in the room.
5
L
L
L
Other
147
Detailed information/service manual in the room (folder/screen/TV) listing services offered (at least in Icelandic and English).
2
L
L
L
148
Writing utensils and note pad.
1
149*
Iron and ironing board, on demand, or access to ironing room.
2
150
Iron and ironing board in the room.
4
151
Laundry bag.
1
L
L
152*
Sewing kit on demand.
1
L
L
153
Shoehorn in the room.
1
L
154*
Shoe polishing kit in the room on demand.
1
L
155
Shoe polishing machine in the hotel.
3
L
L
156
Coffee machine or water boiler for tea/coffee together with accessories in the room.
4
L
L
157
One glass per guest (in addition to glasses in the bathroom). (N)
1
L
L
158
The hotel is non-smoking.
1
L
L
L
159
Personal greeting for each guest with flowers or a present in the room (not just a welcome message on the TV screen, a piece of chocolate is not sufficient)
6
L
160*
Turndown service in the evening as an additional room check (change of towels, removal of bedspread, emptying of wastebasket etc.).
10
L
5. Miscellaneous services
Hygiene and cleanliness
V= Yes
Points
3*
4*
5*
161
Very high standard of cleanliness and hygiene: No dirt found, not even with a fingertip test on picture frames, doorframes and lamps. Toilet fixtures are clean and free from lime scale. Shower curtains clean.
3
L
L
L
162
Daily cleaning/checking of guest rooms; this includes cleaning floors, emptying wastebaskets, changin glasses, making beds and changing towels according to the guest’s wishes
1
L
L
L
163
All public areas are checked/cleaned daily, e.g. hallways, dining facilities, lounges, reception and public restrooms
1
L
L
L
164
Daily change of towels on demand. To protect the environment guests are encouraged to use towels more than once.
1
L
L
L
165
Change of bed linens at least once a week.
1
L
166
Change of bed linens at least twice a week.
2
L
L
Beverages/drinks and room service
167*
Beverage offer in the hotel.
1
L
L
L
168
Beverages in the rooms.
2
169*
Ice cube maker or another possibility to get ice cubes.
1
170*
14 hours beverages via room service (or a minibar).
2
L
171*
24 hours beverages via room service.
4
L
172
Minibar.
6
L
173*
Beverages, sandwiches and snacks for sale (vending machine or open cooler). Products can be charged to the room.
1
174
Fridge in the room (empty).
2
175*
14-hour food offer via room service (menu).
5
L
176*
24-hour food offer via room service (menu).
10
L
Laundry, dry cleaning and ironing service
177*
Dry cleaning, return within 24 hours if delivered before 9 a.m.
1
178*
Dry cleaning, return within 9 hours if delivered before 9 a.m.
3
179*
Ironing service, return within 1 hour.
2
L
180*
Laundry and ironing service return as agreed.
1
L
181*
Laundry and ironing service, return within 24 hours if delivered before 9 a.m., weekends excluded.
3
L
182*
Laundry and ironing service, return within 9 hours if delivered before 9 a.m.
4
L
6. Food service and restaurant facilities
Appearance
V= Yes
Points
3*
4*
5*
183
Furniture, fixtures and equipment in good condition, minimal signs of wear and tear. (N)
2
L
L
184
Furniture, fixtures and equipment in excellent condition, no signs of wear and tear. (N)
3
L
Banquet options/facilities
185
Banquet room seating at least 50 persons (restaurants not included).
2
186
Banquet room seating at least 100 persons (restaurants not included).
4
187
Banquet room seating at least 250 persons (restaurants not included).
8
Morgunverður
188
Breakfast buffet or equivalent breakfast menu card. Wide selection and attractively presented e.g. coffee/tea, fruit juice, water, milk, fruits, cereal, cheese and toppings (at least three types), at least three varieties of breads/rolls, crispbread, jam/marmalade and eggs/scrambled eggs (food stored at the correct temperatures/cooled as appropriate).
3
L
189
Breakfast buffet or equivalent breakfast menu card. Wide selection and attractively presented e.g. coffee/tea, fruit juice, water, milk, fruit, at least three types of cereals, cheese and other toppings at least three types, bread/rolls at least three varieties, crispbread and crackers at least three types, jams/marmalades and something sweet (pastries) as well as eggs/scrambled eggs, bacon/sausages, baked beans etc. (food stored at correct temperatures, cold or hot as appropriate. (N)
5
L
190
Breakfast buffet with service or equivalent breakfast menu card. Wide selection and attractively presented e.g. coffee/tea, fruit juice, water, milk, fruit, at least three types of cereals, cheese and other toppings at least three types, bread/rolls at least three varieties, crispbread and crackers at least three types, jams/marmalades and something sweet (pastries) as well as eggs/scrambled eggs, bacon/ sausages, baked beans etc. foods (food stored at correct temperatures, cold or hot as appropriate). Service: Guests are greeted and seated, hot and specially brewed beverages served to the table, tables observed and used crockery and cutlery removed regularly during the meal.
8
L
191
Regional kitchen, at least three types of local food products, labelled as such. (N)
3
192*
Breakfast menu card via room service.
5
L
Restaurant(s)
193*
Restaurant/dining room open at least 5 nights a week, featuring at least a three-course meal of the day. Alternatively, a restaurant within 200 m. from the hotel (valid for points if on premises).
5
L
194*
Restaurant open at least 6 nights a week. Three course menu or “a la carte” or buffet. Alternatively, restaurant of comparable quality within 200 m. from the hotel (valid for points If on premises).
8
L
195*
Restaurant open seven days a week for lunch and dinner. Three course menu or “a la carte” or a buffet for lunch and dinner.
10
L
196
Regional kitchen, significant part of used products are from the region, the origin must be known and explained to guests.
4
197
Special diets can be accommodated. (N)
2
198
High chairs on demand. (N)
1
“A la carte” restaurants offer a choice of at least three starters, three main courses and three desserts.
7. Leisure/recreation
Beauty and relaxation facilities
Accessible without having to pass through the dining- or conference facilities.
V= Yes
Points
3*
4*
5*
199*
Hot tub with safe access. Information and guidelines for guests clearly displayed.
5
200*
Steam bath/sauna (to accommodate a minimum of 6 persons).
5
201*
Beauty parlour, each room/area must be a minimum of 10 m2. A least four different treatments offered (e.g. facials, manicure and pedicure).
5
202
Massages, e.g. full body massage, lymph drainage, Shiatsu, foot reflexology. (N)
5
203*
Therapeutic baths (e.g. hot/cold baths/alternating baths, mudpack/mud bath, salt baths).
5
204*
Separate relaxation room (minimum 20m2).
3
Recreation
205*
Gym (minimum 20 m2) at least 4 different exercise machines.
4
206*
Rental of sports equipment (e.g. skis, bikes, boats).
2
207*
Play area for children e.g. indoor play corner or outdoor play equipment.
4
8. Meeting and conference facilities
Conference halls/meeting rooms (To qualify for points in this section the hotel must fulfil a least one of the following criteria 230 , 231 or 232).
V= Yes
Points
3*
4*
5*
208
Conference room(s) of at least 36 m2 to 100 m2, ceiling height of at least 2,50 m.
10
209
Conference room(s) larger than 100 m2, ceiling height of at least 2,75 m.
15
210
Conference room(s) larger than 250 m2, ceiling height of at least 3,00 m.
20
211
Group work rooms/break rooms minimum 15m2.
2
212
Sufficient power sockets adapted to the number of seats.
2
213
Daylight in conference/meeting room(s) and possibility to darken the room(s).
3
214
Individually adjustable air conditioning in conference room(s)/hinged window (flip up window) in each room.
3
NB conference/meeting rooms (230-232) must fulfil the following: Artificial light 200 lux, coat rack, telephone, internet access, projector screen (size appropriate to room size and ceiling height), flip chart, eight power sockets, and extension cable.
9. Company management
General business practice
V= Yes
Points
3*
4*
5*
215
All necessary information are recorded upon booking e.g. name, phone number, nationality, dates, number of guests and number of rooms. Special requests/needs of guests are recorded upon booking.
1
216
Customers get a booking confirmation. (N)
1
L
L
L
217
Customers are encouraged to submit reviews, comments/suggestions and/or complaints.
3
218
Workplace identification cards are in place for all employees.
1
219
A plan on safety and health in the workplace has been compiled in accordance with guidelines from The Administration of Occupational Safety and Health, based on the current Act on Working Environment, Health and Safety in Workplaces and corresponding regulations. The plan must include among other:
a. Written risk assessment based on employee working conditions.
b. Plan on protection of workers, health and preventive measures against peer mobbing and harassment.
c. Incident reporting and follow up.
2
Education and training of employees
220
Employees receive training and/or teaching in the reception of guests, according to Vakinn course descriptions or comparable.
Written description, on how this is performed and what is covered, is available.
5
L
L
L
221
Employees receive training and/or teaching in cleaning and housekeeping, according to Vakinn course descriptions or comparable.
Written description on how this is performed and what is covered is available.
5
L
L
L
222
Employees receive training and/or teaching in the handling of food and proper hygiene according to Vakinn course descriptions or comparable.
Written description on how this is performed and what is covered is available.
5
L
L
L
223
Restaurant/catering service employees receive training and/or teaching in the reception of guests, waiting tables and proper hygiene according to Vakinn course descriptions or comparable.
Written description on how this is performed and what is covered is available.
5
L
L
L
224
Frontline employees have attended the course “Aukin upplýsingagjöf” by Safetravel.
3
10. History and culture
V= Yes
Points
3*
4*
5*
225
Employees can provide information regarding the region, its history, culture and events.
1
226
Where souvenirs are offered for sale those are produced in the region or in Iceland.
3
11. Explanations
1 In order for a service to account for points, indicated by a * in the criteria, it must be advertised in rooms e.g. in information folder, TV etc. If not, the criterion is not considered to be fulfilled.
2 If three fields are marked with colour, see below nest to points, you only get points for one of the relevant criteria.
Nr.
Svefnaðstaða
V=
yes
Points
3*
4*
5*
102
Single beds, minimum size 0,90m x 2,00m and double beds, minimum size 1,60m x 2,00m.
5
L
103
Single beds, minimum size of 0,90m x 2,00m and double beds, minimum size of 1,80m x 2,00m.
10
L
L
104
Single beds, minimum size of 1,00m x 2,00m and double beds, minimum size of 2,00m x 2,00m.
20
3 Minimum points for each star category is as follows but minimum requirements must also be fulfilled for each category
· Three star hotel = 190 points
· Three star superior = 290 stig
· Four star hotel = 290 stig
· Four star superior = 435 stig
· Five star hotel = 435 stig
· Five star superior = 495 stig
14
Quality criteria for hotels 3-5 stars
Criteria to be revised by December 31st 2022