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HOTEL MINIMUM STANDARDS CONDITIONS

CONTENTS:
CHAPTER 1: CHARATERISTICS OF HOTEL
SECTION 1: DEFINITION
SECTION 2: LAYOUT OF HOTEL

(i)
(ii)
(iii)
(iv)
(v)
(vi)
(vii)
(viii)
(ix)
(x)
(xi)

Entrance
Lobby
Reception area
Lounge and public areas
Bedrooms
Bathroom/washing facilities
Food and Beverage Service
Bar/Lounge Bar
Kitchen/service areas
Public toilets
Leisure and Entertainment area

CHAPTER 2: HEALTH & SAFETY


SECTION 1: HEALTH
(i)
(ii)

Sanitary requirements
Garbage and Pest Control

SECTION 2: SAFETY & SECURITY


(i)
(ii)

Safety
Security

CHAPTER 3: STAFFING
SECTION 1: MINIMUM PERSONNEL REQUIREMENTS
SECTION 2: GENERAL REQUIREMENTS
CHAPTER 4: GENERAL FACILITIES
(i)
(ii)
(iii)
(iv)
(v)
(vi)

Electricity Supply
Water Supply
Ventilation
Facilities for the disabled
Provision of drinking water
Medical services

CHAPTER 5: FINANCE & ACCOUNTS


CHAPTER 6: INSURANCE POLICY

ANNEX: MINIMUM OPERATING STANDARDS

CHAPTER 1: CHARATERISTICS OF HOTEL


SECTION 1: DEFINITION

A hotel means a commercial establishment offering primarily to tourists a


minimum of 16 bedrooms with restaurants, leisure and other services.
SECTION 2: LAYOUT OF HOTEL
(i)
Entrance
(ii)
Lobby
(iii)
Reception area
(iv)
Lounge and public areas
(v)
Bedrooms
(vi)
Bathroom/washing facilities
(vii) Food and Beverage Service
(viii) Bar/Lounge Bar
(ix)
Kitchen/service areas
(x)
Public toilets
(xi)
Leisure and Entertainment area

(i). ENTRANCE
(a)
Entrance and accessibility
Independent entrance if the hotel forms only part of a building.
(b)

Approach
Vehicular access for arriving/departing guests
Cleanliness of arrival area

(c)

Guest entrance
24 hour access separate from service entrance
Cleanliness of entrance area

(d)

Welcome
A member of the staff shall be present at every arrival of guest.
Parking facilities
Parking spaces properly lined
Parking should be free from litter
Surface sound and free from potholes

(e)

(ii).
(a)

guests

LOBBY
Location and General appearance
Located and laid out for reception and control of arriving and departing

Walls and furnishings clean and in good repair


Paint work fresh and clean
Floors clean and if carpeted in good condition and repair

(b)

Thermal comfort
Air conditioning sufficient to maintain a comfortable temperature in the building
(rooms and in all common interior areas) at all times.

(c)

Telephone
Phone system capable of internal and external calls

(d)

Floors
Carpet, tile, parquet and rugs or suitable alternative
Quality of material, cleanliness and repair

(e)

(f)
(g)

Seating
Lounge seating and occasional tables
Tables clean and properly set
Seating in clean and good repair
Clean supply of ashtrays available
Luggage
Facilities for temporary storage of guest belongings in secure designated area.
Lift
If premises is two or more storey
Separate service lift
Lift clean
Surfaces well decorated

(h)

Porterage
24 hours
Porters uniforms clean and in good repair
Porters trolleys clean and in good repair

(iii)

RECEPTION AREA
Suitable design and location, equipped for arrival and departure of guests
with adequate back-up facilities
Receptionists in well kept uniforms with name badges
(a)

Reception desk
Manned 24 hours

Call bell

(b)

Room Keys/card keys


Properly identified and issued to guest on arrival
Replacements available

(c)

Safe
Available for storage of guests valuables

(d)

Credit card acceptability


At least two major cards accepted

(e)

Tourism services
Information available on public transport services and entertainment
Booking service (for travel, hotels, tours etc)
Car rental services

(f)

Baby sitting service


Arranged or available

(g)

Foreign exchange facilities


Exchange rate clearly displayed and adjusted appropriately

(h)

Communication
E-mail facilities
Postal services and stamps

(iv)

LOUNGE AND PUBLIC AREAS


Lounge space is a communal area to be provided in to the resident guest capacity
as follows:
For up to 25 persons not less than 16 sqm of space
Thereafter not less than 0.5 sqm per person
(a)
Each lounge to have
Minimum one window or roof light
Air conditioning sufficient to maintain a comfortable temperature
Floors
carpeted, tiles, parquet and rugs or suitable alternative
Clean, no damage
Walls
- Plain walls to be decorated with framed pictures or prints
- Clean and free from marks, stains and damage

Furniture to include
- Lounge chairs and occasional tables: to be available, adequate for
the resident capacity and capable of easy
and flexible arrangements
to cater for individuals and
groups
Ashtrays
- Clean supply available
TV Lounge
- Separate enclosed area to be provided by hotels which do not
provide television in all bedroom
(v)

BEDROOMS
Bedrooms, bathrooms, toilets and corridors serving them to be out of view of
public areas and separated from each other by sound resistant walls, floors and
ceilings.
Bedroom facilities
All rooms with attached toilet/bathroom
Minimum floor area (excluding toilet, bathroom, entrance, balcony and veranda)
Single room: 10 m
Double room: 15 m

Windows
At least one window
Heating/air conditioning
All rooms equipped with air conditioning
Individual control by guest to specific temperature by thermostat
Doors
Numbered, lettered or otherwise designated so as to identify each
its position in relation to other bedrooms
Separate access for each room

Locks
Double locking device from inside and outside
Floors
Carpet, tiles, parquet or bedside rugs or suitable alternative
Walls
Framed pictures or prints to decorate plain walls

one and show

Curtains/blinds
Must adequately exclude natural light
Net curtains where necessary for privacy
Lighting
Minimum one shaded bed light per backspace
Cots
Available on request
Headboard
For each bed
Pillows
2 anti-allergic standard pillow per person with extra available on request
Beds
Single bed: 90 cm x 180 cm;
Double bed: 140 cm x 180 cm or (2 single 90 cm x 180 cm)
Mattresses
Of at least semi-orthopedics standard
Fitted with mattress protectors or thick under-sheet
Sheets
Clean, fresh supply available on arrival of guest
Bedspread or cover
Clean, fresh supply available on arrival and on request
Change of linen
Daily
Bedside tables
2 bedside tables adjacent to each bed

Wardrobe or cupboard
Wardrobe with hangers and shelves
Drawers and shelf space
To be available for storage of clothes and belongings

Luggage racks in each room


Writing desk/dressing table in each room

Chairs
Two lounge chairs and one writing chair
Ashtrays in each smoking area (emptied and cleaned daily)
Wastepaper basket in each room(emptied and cleaned daily)

Mirror
Full length mirror in each room
Telephone installation
Communication System with reception
Colour television and radio
One in each room/minimum size 14
Controllable from the bed
Radio: one in each room
Controllable from the bed
Local information folder
Hotel information
Service directory
Information sheet
24 hour call system
Switchboard open, operator on duty
Laundry and valet services
Available on a 24 hour basis
Laundry bags and price lists in rooms
Other facilities/services
Safe with an electronic coded system be available in each room
Fire instructions displayed in every room
Electrical outlets (at least one available)
Printed do not disturb/please make up room in each room
Shoe cleaning cloth in each room

Standard lamp
Bed boards on request
Tissues
(vi)
(a)

BATHROOM/WASHING FACILITIES
Private bathrooms
All rooms shall be equipped with an attached toilet/bathroom of
4.5 m

not less than

(b)

Floors and walls


The floor of the bathroom shall be covered with non-skid tiles

(c)

Ventilation
All bathroom and toilets to have an effective system of natural or mechanical
ventilation

(d)
Bath
Fixed and complete with all plumbing for the continuous supply of hot and cold running
water and the disposal of waste
Plug (that fits the drain outlet)

(e)
Shower
Safety grab bar
Wall mounted shower unit, with shower rail or curtain

(f)
Toilet
Valve of cistern flush
Lid

(g)
Wash hand basin
Fixed, with a continuous supply of hot and cold running water
Plug (that fits outlet)

(h)

Shelf or facility for holding toiletries

(i)
Soap
Fresh supply available on arrival and on request
Holder in shower area

(j)
Towels
One hand towel and one bath towel of 100% cotton per person,
Towels changed on a daily basis

(k)

Bathroom mat in each bathroom/shower

(l)

Mirror fixed to the wall over the wash basin

(m)

Vanity light

(o)

Electric shaving point next to the mirror, dual voltage

(p)

Toilet paper supply provided

(q)

Bath foam supply provided

(r)

Shampoo supply provided

(s)

Shower cap one per person

(t)

Toilet brush and holder provided

(u)

Drinking glass one per person

(v)

Sanitary bin or disposal bag with wastepaper bin

(vii)
(a)

FOOD AND BEVERAGE SERVICE


Dining areas
Dining space to be provided in relation to resident capacity for up to 30 persons
this should not be less than 25 m.
Thereafter not less than 0.75m per additional person

(b)

Thermal comfort
Air conditioning sufficient to maintain a comfortable temperature in at all times.

(c)
Breakfast to be available daily as follows
Plain selection of fruit juice, tea and coffee, brown and white bread and toast, butter and
preserves
Full selection of fruit juices, tea and coffee cereals, sausages, bacon, eggs, toast, brown
and white bread and toast, butter and preserves.
(d)

Lunch/dinner to be available daily


If dinner is served, it should consist of:
Three courses accompanied with bread and butter;

A choice of two main courses (unless previously agreed with the


guests in question) served with two vegetables
A vegetarian meal shall always be available;
A typed menu to be on show at reception for guest information

(e)

Lighting
To be adjustable in order to provide required lighting i.e. lighting for daytime
and evening services as well as for cleaning the area

(f)

Floors carpeted, tiles, parquet or suitable alternative

(g)

Furniture/Fittings
Dining tables and seating suitable to accommodate individuals and various sized
groups

(h)

Table linen
Dining tables to be covered in tablecloths that shall be free from all food stains
or in the case of polished surfaces, place mats may be used.

(i)
Napkins
Cloth to be provided for all meals
Cloth to be provided for dinner or suitable alternative for other meals.
(j)

(k)

Menus
Cover charges minimum charges services or other extra charges where
applicable must be specified on the menu
Wines
Wine list available

(l)
Refreshment service
Teas, coffees etc, to be available
(viii)
(a)

BAR / LOUNGE BAR


Drinks service
To be available to residents and non-residents

(b)

Floor service by uniformed staff

(c)

Extra public toilet facilities to be provided for men and women, other than is
specified in the minimum requirements

(d)

Spirits, beers, liquors

To be stocked in all bar areas


Cigars and cigarettes to be stocked in all bar
Correct glasses to be used
Clean supply of ashtrays available

(e)
Miscellaneous facilities
Bar staff with ability to mix cocktails
Bar prices professionally printed and clearly displayed
Complimentary snacks
Drip mats available
Mechanical glass washing facility capable of sterilization
(ix)

KITCHEN AND SERVICE AREAS


All facilities and equipment for the storage, refrigeration preparation,
cooking and service of food constructed of easily cleaned materials.

(a)

Location adjacent to or accessible easily from dining area

(b)

Service access to dining room


Separate from any public area used by guest as a lounge area and/or main
passageway for all new premises

(c)
Ventilation
System capable of maintaining an environment free of smoke and odours
Air filtration units and extractors to be clean and to have a regular cleaning schedule

(d)
Refrigeration
For storage of perishable commodities such as meat,fish etc.
Food stuffs to be properly wrapped, kept apart and stored in a clean unit

(e)
Food preparation tables/counters
To be provided
Separate food preparation areas for raw meat, fish and vegetables/salad preparation
All equipment to be clean and without dirt traps
(f)

Hot plates, hot cupboard(s), bain marie (s)


To be available for storing and maintaining food and utensils, for efficient
service of food at proper temperature and condition

(g)
Separate sinks with hot and cold running water
Pre-preparation of food stuffs

Designated pot wash sink


Wash basin for personnel equipped with soap, nail brush and hand drying facilities
(h)
Size
Total kitchen area shall be at least 60 m
(i)
Floors, walls and ceilings
Non-skid easily washed tiles
Maintained in clean condition
Grouting properly maintained
Drains and traps clean and free of grease build up
(j)

Storage facilities
Adequate facilities suitably located, ventilated and equipped

(k)
(l)

Separate entrance for deliveries of goods


Dishwasher capable of sterilization

(m)

Shelves/cupboards
For storage of cooking utensils, crockery and cutlery

(n)

Garbage and pest control


Suitably screened and kept in durable and easily clean, insect and
rodent proof that does not leak absorb liquids.

(o)

Function catering
Wherever applicable, kitchen and service areas should be designed and
equipped to cater for special occasions without disrupting guest dining
facilities

(x)

PUBLIC TOILETS
To be provided separately for men and women, to be clearly
indicated and to have ventilated lobbies.

(a)

General requirements
Easily accessible from both entrance hall and public rooms
Each toilet compartment to contain:
One sanitary bin with lid (in womens toilet)
Supply of toilet paper

Wash-hand basins

Complete with all plumbing for the continuous supply of hot and cold water
and the disposal of waste
Liquid Soap dispenser and towels/mechanical hand
drying facilities available at all times
Mirror
Fitted in each washroom
Full length mirror

Locks fitted to all toilet compartment doors


walls to be finished with grouted ceramic tiles
Floors to be covered with non-skid tiles
Clothes hooks to be provided in each toilet compartment
and in wash basin area
Ventilation
Toilets to have effective system of natural or mechanical
(xi)

ventilation

LEISURE AND ENTERTAINMENT AREA


Sports, recreational and entertainment facilities be available

CHAPTER 2: HEALTH & SAFETY


SECTION 1: HEALTH

(i)
Sanitary requirements
Strict sanitation, cleanliness and hygiene throughout the building.
Maintenance of all hotel sections on a continuous basis
Sanitary installations in proper working order at all times.
(ii)

Garbage and Pest Control

Garbage and refuse to be kept in a durable and easily


cleaned, insect and rodent
proof, that does not leak or absorb liquid
Wet strength plastic bags to be used to line the
containers to be kept covered at all times with a fitting
lid
The plastic bags should be tightly sealed to prevent any
spillage, ready for disposal on a daily basis.
A sufficient number of containers to hold all refuse and
garbage that may accumulate
The containers shall be cleaned inside and outside on a
daily
basis

Garbage and refuse shall be disposed of on a daily basis


prevent odors, insects and rodents.
Refuse should not be burned on or around the premises.
A Regular pest control contract shall be in place.

to

SECTION 2: SAFETY & SECURITY

(i)
Safety
All hotels must comply with architectural and technical conditions and have fire fighting
facilities as required in all public buildings (fire alarm systems, emergency exits and
stairways, prominent instructions etc) and adapted to hotel specifics. All electrical, gas,
water and sewage appliances must be installed and maintained in accordance with current
laws in force.
Exits clearly marked
Fire fighting equipment checked within last 12 months
Fire alarms installed
Smoke detectors installed in each room

(ii)

Security
Security of hotel guests and their belongings must be
provided on a
twenty four hour basis to the satisfaction of the Tourism Authority.
In case of availability of a swimming pool, a swimming pool
attendant,
qualified as a life saver should be present at all times.
CHAPTER 3: STAFFING
SECTION 1: MINIMUM PERSONNEL REQUIREMENTS

The total number employed by the hotel should be in the ratio of


1:2 (room/employee)
Manager or proprietor or senior deputy on duty, or immediately
available 24 hours per day
All areas of hotel staffed in accordance with expected service
standards
Designated department heads with specific responsibilities:
Rooms department (including reception); food and
beverage
(including kitchen/restaurant), personnel and training department
and maintenance

A staff on duty on a day and evening shift, should be bilingual

SECTION 2: GENERAL STAFF FACILITIES

Adjacent to or immediately accessible from the main working area of the


premises but separate from guest facilities, suitably located.

Amenities to be provided separately for men and women with the exception
of the dining and lounge areas

Changing rooms
1. Individual lockers for the storage of clothing and uniforms
2. Adequate storage for staff clothing

Toilets
1. Lockable doors
2. Supply of toilet paper
3. Sanitary bins for womens toilets

Wash basin basins


1. Continual supply of hot and cold running water
2. Soaps, towels/mechanical hand drying facilities

Showers
1. Supply of hot and cold running water, towels to be available
for staff except where staff accommodation with facilities is
provided in close proximity
Dining/lounge area
1. Separate dining room
2. Designated area equipped for staff to eat meals
and to sit down during breaks
3. Adjacent to or accessible from the kitchen
4. Service access to the dining area not through
public area

CHAPTER 4: GENERAL FACILITIES


(i)
Electricity supply
Electric power available
Stand-by generator to supply:
i. Electric energy to basis lighting, emergency signs and installations
during a minimum period of at least 24 hours.
ii. Energy and heat to basic lighting and installations such as lifts, food
refrigeration water treatment and cooking facilities.

iii. Energy in public areas and guest rooms.


(ii)

Water supply
Running hot and cold water 24 hours a day

(iii)
Ventilation
Natural and or induced ventilation of all rooms and area
Ventilation through windows must be available for bedrooms, dining rooms, kitchen, staff
rooms, public toilets etc.
(iv)

Facilities for the disabled


Entrance to the hotel and part of hotel facilities (bedrooms, bathrooms,
toilets) for the disabled and wheelchair users.

(v)

Provision of drinking water


Adequate wholesome and potable water supply (24 hours a day). If
tap water is not guaranteed wholesome, the hotel should have special
appliances for treating the water so as to make it guaranteed
wholesome and potable.
All ice used for beverages should be made from guaranteed potable
water.

(vi)
Medical services
First aid facilities must be available on the premises
Medical service must be available when needed
Information readily available for doctors and hospital access
At least 2 members of staff holder of a basic first-aid certificate.
CHAPTER 5: FINANCES & ACCOUNTS

Documents such as the following shall be made available for inspection:


(i)

Budget for the current financial year

(ii)

Monthly records of income and expenses (copy of all bills, invoices, purchases, to
be in proper order)

(iii)

Guests register and records

(iv)

Daily plan of occupied rooms

(v)

Daily/monthly summary of sales

(vi)

Wages book, creditors and debtors book

(vii)

Cash Book

(viii)

Electronic book keeping as long as back up soft copies are available

(ix)

All billing for the guests at the sales points should be from a computerized
system.

CHAPTER 6: INSURANCE POLICY


Every licensee shall have a valid public liability insurance policy in respect of the hotel to cover
inter alia all residents for any injury they might suffer whilst being on the premises.