NARRATIVE REPORT

ASSESSING THE QUALITY SERVICE OF (NAME OF THE HOTEL)

In Partial Fulfillment for The Requirement of the Course:

TOTAL QUALITY MANAGEMENT BMGT 26

Submitted by:
 Dimension 1: ARRIVAL/DEPARTURE
1.1 Building Appearance
1 Minimum 1-5 Exterior in a clean fit for purpose condition 2
2 Minimum 1-5 Hotel name clearly visible from the street. 2
3 Minimum 1-5 Hotel name is visible at night. 2
4 1.2 Building - Design and Construction Quality
Unacceptable Built design and construction quality is from materials that are not durable and/ or 0
unsafe for guest use.
Acceptable Basic structure with adequate materials that will provide a simple and safe 2
accommodation environment.
Good A functional building with good quality materials and efficient layout. 4
Very Good Strong external appeal, consistent design with any alterations linking to the original 6
building
Excellent Excellent impression and overall appeal, inviting appearance, architectural features are 8
evident and excellent quality building materials have been used throughout.
Outstanding Luxurious and unique exterior, outstanding visual appeal, highest quality materials used 10
in construction.
5 1.3 Building - Condition (wear and tear)
Unacceptable Neglected appearance, obvious structural repairs needed, poor outside materials, 0
flaking paint, rotting wood, rust evident
Acceptable Minor maintenance may be required, natural weathering is evident. 2
Good Good appearance, weathering may still exist, but in sound condition. 4
Very Good Very good maintenance of paintwork and exterior panels. 6
Excellent High standard of external appearance, allowing for the age of the building. 8
Outstanding As new condition, no building maintenance issues are visible. 10
1.4 Entrance / Exit & Parking
6 Minimum 1-5 Driveway is in a sound condition and free from significant potholes with no obvious 2
obstructions.
7 Minimum 1-5 Driveway entrance is clearly marked and is visible at night time. 2
8 Minimum 1-5 Clearly designated parking area that meets the relevant provisions of the National 2
Building Code.
9 Minimum 4&5 Valet parking is provided. 4
1.5 Security
10 Minimum 1-5 Professional security in place 24 hours at main entry point 2
11 Minimum 1-5 Property and security services designed to ensure guest safety at all times 2
12 Effective use of CCTV with minimum 30 days recording storage. 4
13 Monitoring of CCTV 24 hours. 4
14 1.6 Reception Service Hours
Minimum 1-2 Reception service available 16 hours 2
Minimum 3-5 Reception service available 24 hours 4
15 1.7 Reception Size
Unacceptable Reception area is small and/or difficult to locate. 0
Acceptable Obvious size restrictions, area may be cluttered. 1
Good Functional reception for the operation 2
Very Good Very good size, generous space 3
Excellent Excellent reception area, seated check in is an option. 4
Outstanding Luxurious check in facility, private check in facility is available and used as appropriate. 5
16 1.8 Reception - Seating Area
Unacceptable No seating available or seating options in poor condition with lack of privacy 0
Acceptable No seating area available but limited privacy means it is difficult to have private 1
conversations.
Good Seating available close by for a small group of not less than 4 guests. 2

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 Very Good Comfortable seating area close by for not less than 6 guests. 3
Excellent Seating area with excellent quality seating appropriate for the size of the hotel. 4
Outstanding Outstanding seating options are available for different sized groups to enable comfort 5
whilst waiting near reception.
17 1.9 Check-in Process
Unacceptable Lengthy inefficient registration process with unacceptable wait time of over 10 minutes 0
before receiving any service
Acceptable Basic registration process with minor wait time (not more than 10 minutes per guest). 2
Good Basic registration process in place, with prompt service (not more than 8 minutes per 4
guest).
Very Good Basic registration process with no wait time (not more than 6 minutes per guest). 6
Excellent Pre-registration information already completed as part of the booking process for the 8
guest who may only need to review and confirm details (not more than 4 minutes per
guest).
Outstanding Pre-registration information completed and no wait time for registration process. 10
1.10 Luggage Services
18 Minimum 1-5 Left luggage services available without dedicated space. 0
Left luggage practices ensure bag security and luggage room is proportionate to size of 5
hotel
19 1.11 Porter Services
Minimum 3-5 Porter services are available 5
20 1.12 Reception Staff - Appearance
Unacceptable Staff are poorly groomed and untidy 0
Acceptable Staffs wear clean clothing and are neat and tidy. 2
Good Staff are easily identified and well groomed. 4
Very Good Staffs provide a very good professional appearance. 6
Excellent Staffs are very well groomed and take pride in their appearance. 8
Outstanding Staffs are immaculately groomed and attention to detail is obvious. 10
21 1.13 Reception Service Quality
Unacceptable Staffs are unresponsive, inattentive or absent for extended periods. 0
Acceptable Staff are not very attentive or seem distracted, may be absent for short periods 2
Good Staffs are polite and responsive. 4
Very Good Staff are welcoming and provide a sense of arrival 6
Excellent Staffs take an interest in the guests preferences, refreshments or similar may be 8
offered on arrival.
Outstanding Staffs are very responsive, attentive, and efficient while taking a personal interest 10
about every requirement of the guest.
22 1.14 Reception Services Check-out
Unacceptable Lengthy inefficient check-out process with unacceptable wait time of over 10 minutes 0
before receiving any service.
Acceptable Basic check-out process with minor wait time (not more than 10 minutes per guest). 1
Good Basic check-out process in place, with prompt service (not more than 8 minutes per 2
guest).
Very Good Express check-out option or account pre prepared and available for review before 3
check out (not more than 6 minutes per guest).
Excellent Express check-out with minimal wait time (not more than 4 minutes per guest). 4
Outstanding In room check-out options and express service offered with no wait time. 5
1.15 Other Arrival / Departure Aspects
23 Minimum 1-5 Guests must be provided with Official Receipt on departure 0
Account reviewed and then presented in an envelope. 1
24 A wide range of payment options are available including at least 3 different types of 3
credit cards

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25 Offer to arrange transfer services. 5
Dimension 2: PUBLIC AREAS
26 2.1 Public Areas - Decoration - Design and Quality
Unacceptable No thought given to coordinating design resulting in ad-hoc decoration 0
Acceptable Some attempt to coordinate design and have a consistent theme. 2
Good Good quality decoration, use of wall hangings adds to overall impression 4
Very Good Coordinated design, a professional standard is achieved. 6
Excellent Excellent standard of coordinated dcor throughout all public spaces. 8
Outstanding Highest quality, unique wall hangings on display, outstanding design features. 10
27 2.2 Public Areas Decoration - Condition and Maintenance
Unacceptable Very old, faded, damaged wall coverings, peeling, grubby marks, evidence of neglect 0
Acceptable Amateurish application of wallpaper/ paint, tired look, damage is evident and several 2
minor repairs are needed.
Good Some aging still evident, maintenance practices are noted and 1 or 2 minor repairs are 4
needed.
Very Good Very good condition with a few scratches and marks evident. 6
Excellent No major scratches or marks, overall an excellent quality throughout. 8
Outstanding No evidence of wear and tear, in as new condition throughout. 10
28 2.3 Public Areas - Furniture Quality
Unacceptable Uncomfortable furniture that is made of poor materials, or no furniture used 0
Acceptable Mismatched furniture that is not particularly comfortable. 2
Good May be older furniture or newer lower quality coordinated 4
Very Good Very good quality furniture, high levels of comfort, easy and attractive seating 6
arrangements.
Excellent Excellent furniture quality, great degree of comfort, attractive and highly coordinated. 8
Outstanding Highest quality furniture in outstanding condition or antique furniture of highest 10
quality.
29 2.4 Public Areas - Furniture Condition
Unacceptable Scratched and badly damaged furniture, loose arms and legs, stained, dirty upholstery 0
or no furniture used.
Acceptable Occasional marks, in need of minor repair, acceptable condition. 2
Good Good level of condition throughout most of the public areas. Some public spaces may 4
not display a range of furniture.
Very Good Very good condition of furniture, with only some minor signs of wear and tear 6
throughout the public areas.
Excellent Excellent furniture condition throughout the hotel. 8
Outstanding Furniture in outstanding as new condition, conveniently located throughout the hotel. 10
30 2.5 Public Washroom - Quality
Unacceptable Poor quality throughout, aged basin and bowl, not fit for purpose. 0
Acceptable Aging fixtures, rough finish no additional space. 1
Good Good quality fixtures, standard design, limited space. 2
Very Good Very good, high quality basin, superior design, ample bench room. 3
Excellent Excellent quality of fittings, basin and bowl decoration is to a high standard. 4
Outstanding Outstanding quality, designer tap ware, ample space. 5
31 2.6 Public Washroom - Condition and Cleanliness
Unacceptable Basin chipped or damaged, paintwork chipped, flaking, dirty condition. 0
Acceptable Older condition, but clean and usable 1
Good Some signs of wear and tear, aging tap ware, but signs of regular cleaning. 2
Very Good Very good condition, few signs of wear and tear, regular servicing even during busy 3
periods.
Excellent Minor scratches are barely visible, always clean and tidy and in excellent condition. 4
Outstanding Outstanding condition, no marks or chips, as new condition. 5

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32 2.7 Public Areas - Room Climate
Minimum 1-5 All public areas are air-conditioned or have temperature control initiatives and maintain 2
a temperature between 20-25 degrees year round, except in areas where elevation is
2000 ft. above sea level.
33 2.8 Public Areas - Temperature Control Quality
Unacceptable No general ambient temperature, poor air quality, bad smells. 0
Acceptable Minimum level of comfort achieved. Some areas are hotter and colder than others. 2
Good A good level of comfort is evident throughout the public spaces. 4
Very Good Thermostatically controlled system that maintains a very good level of comfort in most 6
areas.
Excellent Excellent levels of comfort throughout property. Consistent air flow with no hot areas 8
or draughty places.
Outstanding Outstanding levels of comfort throughout. Thermostatically controlled in all public 10
areas.
34 2.9 Public Areas - Temperature Control Condition and Maintenance
Unacceptable Unresponsive system, no maintenance plan or consistency of temperature is achieved. 0
Operating noise levels make conversations difficult.
Acceptable Aging and dated air-conditioning units, operated at selected times. 2
Good A mixture of systems may be used; all units in good working order, although may be 4
older and used occasionally
Very Good Units may be older but well maintained with very good maintenance. 6
Excellent Excellent levels of maintenance, would expect most units to be less than 5 years old 8
and of excellent condition.
Outstanding All units in excellent condition, no leaks, no rust, quiet operation in as new condition. 10
35 2.10 Public Areas - Lighting Quality
Unacceptable Low quality lighting, bare bulbs with no shades, dim, gloomy effect, with some dark 0
spaces
Acceptable Enough lighting for practical use, sparse, but with an even distribution of light. 1
Good Good level of illumination throughout all public areas 2
Very Good Very good illumination options, reading lights throughout the public areas. Multiple 3
light switches.
Excellent Excellent quality lighting. Lighting effects with use of picture lighting or special effects 4
lighting, excellent quality fittings
Outstanding Highest quality of lighting. Designed for practical use and also effect, showing off 5
corridor and features in public areas, e.g. mood lighting and dimming system
36 2.11 Public Areas - Lighting Condition
Unacceptable Poor condition, exposed wires, wobbly fittings, loose plugs.. 0
Acceptable Acceptable condition of lamps, aging is evident. 1
Good Good quality fittings, no burnt shades, any repair work to fittings is professionally done. 2
Very Good Very good condition of fittings, no repair work required. 3
Excellent Excellent quality fittings throughout all public areas. Designer lamps used where 4
appropriate.
Outstanding Highest quality of light fittings used in as new condition. 5
2.12 Public Areas - Lighting Environmental Protection
37 Environmental Sensor lighting in use that does not compromise guest safety 2
38 Environmental Good use of natural lighting. 3
39 Environmental Low energy-saving bulbs used between 50% and 75% of public areas. 3
Environmental Low energy-saving bulbs used in over 75% of public areas. 5
40 2.13 Public Areas Cleanliness
Unacceptable Very heavy dust on surfaces, carpets badly vacuumed, cobwebs evident, litter lying 0
around, dead insects, dirty glasses, cups on tables, dirty bathrooms.
Acceptable Clean but not in high or low areas, smears on surfaces, no evidence of regular 2

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 wiping/dusting. Any toilets are cleaned daily
Good Efficient vacuuming, generally good, evidence of high and low dusting, bathrooms are 4
in good tidy condition.
Very Good One or two small areas missed but overall very satisfactory cleaning process, 6
everything is tidy. Bathrooms are cleaned regularly throughout the day as required.
Excellent Tables, surfaces well-polished, no smears, excellent standard of cleanliness. Bathrooms 8
are in excellent condition.
Outstanding As new look and feel, very clean and shining surfaces, excellent attention to detail, 10
bathrooms are always in outstanding condition throughout the day.
Dimension 3: BEDROOM
41 3.1 Room Size
Minimum 1 Size including bathroom > 16 sq. m 4
Minimum 2 Size including bathroom > 18 sq. m 8
Minimum 3 Size including bathroom > 20 sq. m 12
Minimum 4 Size including bathroom > 25 sq. m 16
Minimum 5 Size including bathroom > 30 sq. m 20
42 3.2 Suites Availability
(Note: Suites shall have a Masters bedroom, pantry, separate living room and en-suite
bathroom with enclosed shower and telephone extension in bathroom)
Minimum 4 2% of rooms are suites. 3
Minimum 5 5% of rooms are suites. 5
43 3.3 Rooms for Persons with Disabilities (PWD) - Availability
Minimum 1-5 One PWD room for every 50 up rooms at least one PWD room. 0
44 3.4 Bedroom Space & Comfort
Unacceptable Floor space has obstacles that can cause injury to guests, furniture too large or too 0
small, may be less than 2.4 meters.
Acceptable Doors and drawers can be opened freely without moving furniture, may still have 2
cluttered feel, impression is fair, ceiling height is at least 2.4.meters
Good Good amount of space to move freely carrying a suitcase, there may be some 4
restrictions and a chair may serve dual purposes.
Very good Bedrooms are well planned for ease of movement, no major obstacles to move around, 6
easy access to all facilities.
Excellent Generous space to allow comfortable relaxation and comfortable in room dinning, ease 8
of access with a suitcase to all wardrobes and cupboards.
Outstanding Luxurious space designed for relaxation and efficiency of movement in suitable and 10
convenient places.
45 3.5 Bedroom- Sound Proofing
Unacceptable No attempt to provide any sound proofing. 0
acceptable Any adjoining room has one door and is not sound proofed and curtains are thin and 2
provide very limited sound proofing.
Good Good level of sound proofing, lined curtains are in place and building design assists 4
sound proofing.
Very good Very good sound proofing materials are used; heavy curtains and floor coverings 6
reduce noise.
Excellent Excellent level of sound proofing. Including double glazing and other methods to 8
reduce external noises.
Outstanding Outstanding sound proofing design to ensure quiet enjoyment of space. 10
46 3.6 Bedroom- Noise Levels
Unacceptable Significant external noise and noise from other rooms that makes sleeping or peaceful 0
enjoyment difficult.
Acceptable Noise from outside is variable; noise from neighbouring rooms is audible. 2
Good External noise from other rooms and from outside is heard but is not significant. 4

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 Very good No intrusive noises from other rooms, occasional loud noises are still audible from time. 6
Noises should not be more than 70 decibels as measured by the pillow position on the
bed.
Excellent Noise should not be more than 60 decibels. 8
Outstanding Noise should not more than 50 decibels 10
47 3.7 Bedroom Bed Mattress - Quality
Unacceptable Sofa beds are not acceptable as permanent bed spaces, mattresses less than 4 inches. o
Acceptable Foam mattress, chip board base or similar, shallow innerspring or mattress greater 2
than 4 inches
good High density foam, 8 inches timber base, shallow innerspring, 6 inch mattress. 4
Very good Standard coil, comfort layers may have pillow top, 8 inch mattress. 6
Excellent Coil spring or equivalent, separate mattress top, mattress protectors (bed pad) and 8
pillow protector / slips.
Outstanding Latex or pocket spring, deep comfort, separate mattress top; mattress protectors (bed
pad) and pillow protectors/ slips.
48 3.8 Bedroom- Bed mattress- Condition
Unacceptable Ripped or badly stained mattress, springs coming through, uncomfortable and lumpy. 0
Acceptable Small tears, fabric shows signs of aging, weakening of mattress edges, minor stains. 2
Good Good condition, good support throughout. 4
Very good Very good condition, no stains or tears evidence of good maintenance. 6
Excellent Excellent condition, very little wear and tear. 8
Outstanding Outstanding or as new condition. 10
49 3.9 Bedroom Bedding & Linen - Quality
Unacceptable Thin sheets do not properly fit in bed. 0
Acceptable Thinly woven cotton, no tears or rips. 2
Good Thinly woven cotton or poly cotton sheets of good quality. 4
Very Good Medium weave cotton, in very good condition, should have minimum 250 thread count. 6
Excellent All linen excellent quality should have minimum 300 thread count. 8
Outstanding All linen outstanding quality should have minimum 300 thread count or silk linen or 10
similar.
50 3.10 Bedroom Bedding & Linen - Condition
Unacceptable Sheets with large stains, holes, faded and damaged. 0
Acceptable Sheets with no tears or rips, in al clean condition. 2
Good Linen in good condition, evidence of good laundry practices. 4
Very Good Linen in very good and crisp condition. 6
Excellent All linen in excellent condition. 8
Outstanding All linen is as new condition. 10
51 3.11 Bedroom Pillows Quality / Condition
Unacceptable Lumpy pillows, too hard, too soft, out of shape and/ or in other poor condition. 0
Acceptable Clean, basic pillows, acceptable quality, average firmness/softness. 2
Good Good quality pillows, with pillow protectors 4
Very good Very good pillows, at least 2 per sleeping position. 6
Excellent A range for excellent pillows available. 8
Outstanding A pillow menu is available with pillows in as new condition. 10
52 3.12 Bedroom Lighting - Quality
Unacceptable Cracked light switches, light without shades or lamps. 0
Acceptable Light switch by main door only; acceptable illumination of bedroom. 2
Good Good lighting illumination, bedside table lamps, variety of lighting options. 4
Very good Room has very good lighting, multiple switches and very good quality fittings, two 6
bedside lamps.
Excellent Designer lamps and excellent levels of lighting to create different moods, directional 8
bedside lamps.

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 Outstanding Architectural design of lighting is evident. The best available. 10
53 3.13 Bedroom Lighting - Condition
Unacceptable Lights not working, bulbs need replacing. 0
Acceptable Acceptable condition of lamps, some bulbs not working. 2
Good No burnt shades, aging lamps but effective. Minor maintenance work around fittings 4
into the wall maybe required.
Very good Very good condition of fittings, coordinated approach to lighting. No repair work 6
needed around fittings.
Excellent Fittings throughout bedroom in as new condition with a few minor marks evident after 8
close inspection.
Outstanding Fittings throughout the bedroom in as new condition. 10
54 3.14 Bedroom Lighting Environmental Protection
Environmental Energy-saving light bulbs in between 50% and 75% of bedroom lights. 3
Environmental Energy-saving light bulbs in over 75% of bedroom lights. 5
All rooms must have windows with a view.
55 3.15 Bedroom Curtains - Quality
Unacceptable Unlined fabric of low quality, exposed tracking. 0
Acceptable Fabric unlined of acceptable quality, plastic blinds. 2
Good Curtains/shades full length, good quality, easy to draw. 4
Very good Curtains/shades, coordinated, blackout quality, well-coordinated. 6
Excellent Thick quality curtains/shades, with total blackout. 8
Outstanding Outstanding quality, custom design, functional and decorative, may be motorized. 10
56 3.16 Bedroom Curtains - Condition
Unacceptable Curtains or blinds do not fit, have major stains and marks. 0
Acceptable Curtains/shades just cover windows; a number of minor stains/marks are evident. 2
Good Curtains/shades in good condition may be one minor mark. 4
Very good Curtains/shades, in very good condition. 6
Excellent Excellent condition, fullness of materials. 8
Outstanding As new condition, luxurious, no wear and tear evident. 10
57 3.17 Bedroom- Floor coverings- Quality
Unacceptable Floor tiles or carpets do not cover the main floor space they were intended to cover. 0
acceptable Floor covering is acceptable with low grade tiles of coverings. 2
Good Good quality floor coverings, standard tiles, quality timber floors. 4
Very good Floor covering of very good quality, well-coordinated with timber floors. 6
Excellent Floor coverings of excellent quality, contemporary tiles or wool carpets. 8
Outstanding Exceptional quality, custom design flooring, polished woods or luxurious plush carpets 10
with density of 42 oz.
58 3.18 Bedroom Floor Coverings- Condition
Unacceptable Largely stained coverings, large holes, dirty, cracked and badly damaged tiles. 0
acceptable Some stains and discoloration is acceptable, chipped tiles 2

Good Floor coverings, in good condition, amateurish application for any areas that are fixed. 4
Very good Floor coverings in every good condition, professional fixing of any wear and tear. 6
Excellent Floor covering in excellent condition, no stains are visible. 8
Outstanding Floor Coverings in as new condition. 10
59 3.19 Bedroom- Temperature Control- Quality
Unacceptable Broken windows, cracked glass, draughty, fan air conditioning not working. 0
Acceptable Windows opens and close easily, fan in acceptable condition. 2
Good Good cooling system, air conditioning unit older but operates effectively. 4
Very good Noise levels are acceptable for guest comfort (70db), split-unit with working remote 6
control.
Excellent Quiet operation with remote control (60db and lower). 8

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 Outstanding No intrusive noise from unit, very quiet operation with remote control (50db and 10
lower), in as new condition.
61 3.21 Bedroom- Furniture- Quality
Unacceptable No chair no bedside or made of material that is not suitable for this purpose. 0
Acceptable One chair, one bedside table, aged materials, MDF (Medium Density Fiberboard) 2
materials, no coordination, repairs evident.
Good Two bedside tables, some attempt at coordination. Good quality furniture, timber 4
veneers, glass tops may be used.
Very good Very good quality furniture, good range, solid woods, polished edges. 6
Excellent Excellent quality and range. Custom designed. 8
Outstanding Designer furniture that helps create a refined ambience for the room, the best available 10
furniture is used.
62 3.22 Bedroom- Furniture- Condition
Unacceptable Cracked, broken furniture, poorly repaired. 0
Acceptable Acceptable condition, some significant scratches and repairs are evident. 2
Good Furniture in good condition, any repairs done professionally. 4
Very good Very good condition of furniture, only a few minor marks are visible. 6
Excellent Excellent condition, little wear and tear is evident. 8
Outstanding In as new condition. 10
3.23 Bedroom Accessories and Amenities Available
63 Electronic key card locking system. 5
64 Environmental Key card power system. 5
65 Door chain or security device such as peep hole to view visitors. 2
66 Small mirror at least 600mm by 300mm 24 inches by 12 inches. 1
Medium mirror at least 800mm by 400mm 31 inches by16 inches. 2
Big mirror at least 47 inches by 24 inches. 3
Full length mirror at least 70 inches by 24 inches. 4
67 Additional second mirror 1
68 Coat hangers 3 per person minimum wire. 1
Coat hangers 3 per person minimum - plastic 2
Coat hangers 3 per person minimum - wooden 3

69 Open shelve wardrobe (no doors). 1

Small size wardrobe 24 inches minimum width. 2
Adequate size wardrobe 35 inches minimum width. 3
Standard size wardrobe 47 inches minimum width. 4
Spacious wardrobe 59 inches minimum width. 5
70 Drawers or enclosed shelf space. 1
71 Portable luggage rack. 1
Defined luggage rack-permanent. 1

72 Central safe at reception only. 1

Small safety deposit box in room, functional and securely bolted. 2
Safety deposit box in room, large enough for 13 laptop, functional and securely bolted. 4
73 Daily newspaper delivered to room. 1
74 Minimum 1-5 Drinking water and one glass per guest. 0
75 Minimum 3-5 Tea/coffee facilities in room. 2
76 Minimum 3-5 Telephone provided in each room with direct dial. 2
77 Clock/radio/wake up service. 1
78 Minimum 2-5 In room compendium with basic information on emergency contacts. 1
Minimum 3-5 In room compendium with extended information including mini bar price lists and 2
restaurant menu.

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 Minimum 4-5 In room compendium with extensive regional information on what to see and do for 3
tourists.

79 Refrigerator, clean and in working conditions. 2

Refrigerator with serviced mini bar. 5

80 TV with small screen size (<20 inches) without remote control. 1

TV with small screen size (<20 inches) with functional remote control. 2
TV with medium screen size (20-32 in) with functional remote control. 3
TV flat screen 32 inch or larger with functional remote control. 4
TV flat screen 40 inch or larger with functional remote control. 5
81 Multichannel options with Philippine travel channel. 1
82 Multichannel options with at least 3 international news channel. 1
83 DVD player/Home theatre/Pay movie channels. 1
84 On screen property information. 1
85 On screen messaging and accounts. 1
86 In room internet connection (WLAN or weird). 2
Free in room internet connections (WLAN or weird). 3
87 Flashlight or illuminated light switches in room. 1
88 Laundry bag in room and service available 1
Express laundry service available (24 hour return service). 2

89 Ironing service available. 1

Iron and board in room available 2
3.24 Bedroom - Cleanliness
90 Minimum 1-5 All rooms are cleaned daily and all beds are made daily. 0
91 Minimum 1-5 Waste bin provided and emptied daily. 0
92 Mattresses are labeled and periodically turned. 2
93 Unacceptable Heavy dust on surfaces, paper and other dirt are not picked up, unpleasant smells. 0
Acceptable Surfaces are basically clean. 3
Good Efficient vacuuming, good condition overall. 6
Very good Very thorough cleaning process, no evidence of dust or smears. 9
Excellent Overall very satisfactory cleaning excellent attention to detail. 12
Outstanding As new look and feel, very clean and shinning surfaces. 15
Dimension 4: BATHROOM
4.1 Bathroom-Minimum Requirements
94 Minimum 1-5 Bath and/or showers with functioning hot and cold water. Hot water reaches 38 degree o
in 20 seconds.
95 Minimum1-5 Toilet system in working order. o
96 4.2 Bathroom Shower/Bath - Quality
Unacceptable Small shower with weak or no pressure, taps of low quality. 0
Acceptable Lightweight shower curtain, not well-coordinated tap ware. 2
Good Good quality fixtures, good quality curtain, shared shower/bath. 4
Very good Standard tiled walls, framed shower screen or designer curtain, mixers provide 6
constant water flow at even temperature.
Excellent Tiled, framed shower screen or designer curtain with high quality porcelain bath, 8
matching and coordinate style, highly responsive water pressure and temperature.
Outstanding Frameless shower screen, designer shower enclosure, highest quality bath if provided, 10
luxurious quality finishing.
97 4.3 Bathroom - Shower/Bath Condition / Maintenance
Unacceptable Bath or shower enamel cracked, holes visible, shower head broken, spray uneven and 0
poorly distributed.

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 Acceptable Aging fixtures, rough amateurish grouting/sealant, bath floor may be lumpy and 2
uneven. Tiles may still be chipped.
Good No evidence of moulds, good overall condition, minor chips or repairs may still needed; 4
bath floor is even and well maintained.
Very good Very good condition, any repairs were done professionally and do not require further 6
attention.
Excellent Excellent condition throughout. 8
Outstanding As new condition. 10
98 4.4 Bathroom- Basin- Quality
Unacceptable Basin plastic or poly-marble, taps of low quality. 0
acceptable Aging fixture, rough amateurish grouting; no additional bench space 2
Good Good quality fixtures, standard design, limited bench space to place personal toiletry. 4
Very good Very good, high quality basin, superior design, ample bench room for all personal 6
toiletries.
Excellent Excellent quality, generous space for all personal toiletries, quality brand tap ware. 8
Outstanding Outstanding quality, often double basin, designer tap ware, ample space. 10
99 4.5 Bathroom- Basin Condition/ Maintenance
Unacceptable Basin chipped or damaged, tap does not provide a consistent flow of water. 0
Acceptable Older condition, but Clean and usable. 2
Good Some signs wear and tear, aging tap ware. 4
Very good Very good condition, few signs of wear and tear, minor scratches. 6
Excellent Excellent quality. No marks chips. 8
Outstanding Outstanding condition, as new condition. 10
100 4.6 Bathroom- Toilet - Quality
Unacceptable Cheap plastic toilet seat and/ or cover that does not fit. o
Acceptable Good quality plastic seat that is functional. 2
Good Good quality solid seat. 4
Very good Strong solid material of durable nature. 6
Excellent Solid construction, wall hung seat. 8
Outstanding Solid construction, wall designer features evident. 10
101 4.7 Bathroom- Toilet- Condition/ Maintenance
Unacceptable Leaks from flushing evident on floor, stained seat, flush mechanism does not work o
properly.
Acceptable No. leaks and acceptable condition, clean and usable. 2
Good Good condition, repairs evident. 4
Very good Very good condition, minor wear and tear evident. 6
Excellent Excellent condition, spotless appearance. 8
Outstanding As new condition. 10
102 4.8 Bathroom- Decoration- Quality
Unacceptable Poor quality throughout, uncoordinated mix of tiles. 0
Acceptable Adequate materials, paneling with gaps evident. Small space. 2
Good Good quality, basic painting, limited use of color or themes. 4
Very good Very good quality, no visible joins, well-coordinated design. 6
Excellent Excellent quality, may be constructed of marble or granite finish. 8
Outstanding Highest quality decoration, grouting excellent condition, ceiling finish is of highest 10
quality.
103 4.9 Bathroom Decoration Condition/ Maintenance

Unacceptable Paintwork chipped, flaking, dirty condition. Mould on walls and ceiling. 0
Acceptable Acceptable condition, clean but with dated materials, may still be with some evidence 2
of mould issues.
Good Good condition, evidence of repair work. 4

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 Very good Very good condition, any repair work has been professionally completed and no 6
maintenance is required.
Excellent Well maintained, in excellent condition. 8
Outstanding Decoration in as new condition. 10
104 4.10 Bathroom- Towels Quality and Cleanliness
Unacceptable Towels are thin, ripped and in poor condition, major stains. 0
Acceptable Towels are thin but clean and in acceptable condition. 2
Good Greater range of towels of average quality. 4
Very good Very good range of towels including bathmat, face towel, bath towel and hand towel. 6
Excellent Excellent range of towel of thick cotton, 90-100%cotton. 8
Outstanding Highest, plush range of towels in as new condition, 100% cotton. 10
105 4.11 Bathroom Space and Comfort
Unacceptable Space is too small for comfort. 0
Acceptable Space is limited but usable. 2
Good Good space, ability to dry yourself in bathroom without touching bathroom walls. 4
Very good Very good space, area to place clothes and ample space for personal toiletry. 6
Excellent Excellent bathroom space, ability for two people to easily move around the bathroom. 8
Outstanding Generous and outstanding space, the best available. 10
106 4.12 Bathroom Overall Cleanliness
Unacceptable Heavy dust and/or smear on surfaces, long term grime on inaccessible places, old soap, 0
hairs in bathroom, waste bin not emptied.
Acceptable Surface in acceptable condition. 4
Good Efficient cleaning; surfaces show cleaning practices. 8
Very good Very satisfactory cleaning process, fresh smell. 12
Excellent No evidence of dust or smears, enamel gleaming, no sign of mould or mildew; sealed 16
toilet seat.
Outstanding As new look and feel, very clean and shining surfaces, excellent attention to detail. 20
107 4.13 Toiletries - Availability
Minimum 1-5 Toilet paper provided. 0
108 Unacceptable Soap or toiletries from previous guest are evident. 0
Acceptable Soap only provided. 1
Good Greater range of toiletries including hair shampoo and shower/bath gel. 2
Very good Strong range of toiletries of very good quality including body lotion, ear buds, etc. 3
Excellent Excellent range or branded toiletries (Incl. dental care kit, nail care kit, etc.). 4
Outstanding Highest quality toiletries with extensive range. 5
4.14 Bathroom Amenities - Availability
109 Bidet. 4
110 Functional 2
111 Magnifying mirror. 2
112 Weighing scales. 2
113 Bath robe / gown. 1
114 Slippers. 1
115 Shoe mitt / horns. 1
4.15 Bathroom Environmental Protection
116 Environmental Dual flush toilet system or similar to conserve water. 3
117 Environmental Flow regulars on shower/taps to conserve water. 3
118 Environmental Bulk dispensers or biodegradable packaging used for soaps, shampoos. 3
119 Environmental Towel and linen policy promotes conservation and gives guest choice regarding 3
frequency of cleaning.
Dimension 5: FOOD AND BEVERAGE
5.1 Food and Beverage Availability of Restaurants
120 Minimum 1-5 Breakfast room available. 0

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121 Minimum 3-5 Full service restaurant open 7 days a week (including breakfast). 10
122 Minimum4-5 Additional Specialty Restaurant/ Fine Dining. 10
123 5.2 Food and Beverage Options available
Unacceptable Non-availability of several food dishes and/or drinks. 0
Acceptable Fast food / instant coffee / drinks, up to 20% unavailable. 4
Good Limited choice of basic dishes / buffet; up to 10% all food dishes and/ or drinks on the 8
menu are available.
Very good A la carte menu, fresh fruits & vegetables, selection of wines / beers, only 5% of menu 12
items not available.
Excellent Exceptional a al carte menu, availability of all food dished and drinks / wines on the 16
menu.
Outstanding A la carte menu of outstanding variety of special cuisine (fine dining fresh juices, 20
extensive wine list).
124 5.3 Food and Beverage Service Quality
Unacceptable No welcoming greeting, limited table clearing, stains on tables / chairs, lack of 0
attention, wait time greater than 30 minutes.
Acceptable Friendly, but not necessarily professional service \, basic knowledge of foods / 4
beverages on the menu.
Good Attentive behavior of waiting staff, quick table clearing service. 8
Very good Very good and attentive service, service check during meal to ensure satisfaction. 12
Excellent Excellent service, efficient food clearing, prompt and polite service during meal. 16
Outstanding Outstanding service, the best available. 20
125 5.4 Restaurant Decoration & Furniture - Quality
Unacceptable Tables and chairs are insufficient for the number of guests, uncomfortable seating. 0
Acceptable Table chairs are mismatched but functional, vinyl seating with minimal comfort, plastic 2
chairs.
Good Good quality, tables and chairs, brushed metal, glass, laminate materials, limited design 4
and coordination.
Very good Very good quality, solid timbers or contemporary cane, coordinated design. 6
Excellent Excellent, high grade fabric, coordinated design, linen table cloths, ergonomic design. 8
Outstanding Luxurious feel, highest quality table and chairs, linen clothes and napkins. 10
126 5.5 Restaurant decoration & Furniture - Condition
Unacceptable Very old, faded, wobbly stand, damaged, peeling, grubby marks, evidence of neglect, 0
damaged, marked, scratched.
Acceptable Amateurish application of wallpaper / paint, furniture in average condition with signs of 2
wear and tear, solid stand of tables and chairs.
Good Good condition, some repair work evident. 4
Very good Very good condition, professional decoration, only minor marks showing on tables and 6
chairs.
Excellent Excellent condition, no scratches or chips. 8
Outstanding Meticulous condition, no evident of wear and tear. 10
127 5.6 Restaurant Crockery, cutlery, Glassware Quality
Unacceptable Incomplete tables settings. 0
Acceptable Basic crockery and cutlery, fork and spoon only, adequately laid out tables 2
good Good quality cutlery, well laid out table setting. 4
Very good Very good tables setting, good quality glassware, solid cutlery. 6
Excellent Excellent range and condition of crockery, high standard of glassware and cutlery 8
Outstanding Outstanding table settings, fine china or similar in use, silver cutlery or similar, crystal 10
glassware or similar outstanding quality.
128 5.7 Restaurant Crockery, Cutlery, Glassware - Cleanliness
Unacceptable Dirty chipped glassware, stained crockery. 0
Acceptable Crockery and cutlery are clean and mismatched, water marks may be visible. 2

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 Good Good level of cleanliness, no major chips or marks, coordinated cutlery 4
Very good Very good level of cleanliness and polished cutlery 6
Excellent Excellent level of cleanliness, glassware is in pristine condition with no smears. 8
Outstanding Outstanding in as new condition for all crockery and glassware, polished cutlery. 10
129 5.8 Restaurant Space and Comfort
Unacceptable Very crowded, cramped, uncomfortable, loud noises, unpleasant atmosphere. 0
Acceptable Comfortable but crowded, difficult access for customers and servers 4
Good A certain amount of noise and activity, comfortable temperatures, tables too close for 8
private conversation.
Very good Very good standard of comfort, private conversations are possible. 12
Excellent Well thought out table layout, no intrusive noise or smells. 16
Outstanding Outstanding environment and highest levels of comfort, one the best available. 20
130 5.9 Kitchen Quality of Appliances
Minimum 1-5 Compliance with Heath and sanitation Code of the Philippines. 0
131 Unacceptable Old appliances, untidy but adequate range. 0
Acceptable Acceptable appliances, may be older but in working condition. 2
Good Well- designed kitchen and good layout appliances, easily accessible. 4
Very good Obvious design features. Designed to ensure efficiency. Very good standard of 6
appliances.
Excellent Excellent layout and professionally designed and staffed, excellent work spaces. 8
Outstanding Outstanding kitchen environment. One of the best available. As new appliances. 10
132 5.10 Kitchen - Cleanliness
Unacceptable Dirty dishes and cooking utensils, poor food handling and food storage processes. 0
Acceptable Clean, tidy, cold storage procedures are acceptable; basic hygiene standards are 4
followed.
Good Well maintained appliance and clean cooking utensils. 8
Very good Very good standard of kitchen. Very hygiene, frequent cleaning is evident. 12
Excellent Excellent level of cleanliness, attention to detail in all aspects of cleaning and hygiene. 16
Outstanding Spotless kitchen environment. As new appliance in appearance and cleanliness. 20
Dimension 6: AMENITIES AND SERVICES
6.1 Amenities Guest Services
133 Free internet connection available in public areas for guests. 3
134 Housekeeping turndown service at night. 3
135 Minimum 1-3 Room Service availability for minimum of 12 hours. 0
Minimum 4-5 Room Service 18-24 hours. 4
6.2 Amenities Wellness Services
136 Fitness centre on site with cardio machines and trained staff 3
Fitness centre has trained staff on duty with 5 or more and trained staff. 5
137 Massage services on site. 3
138 Spa with 3 or more treatment options. Spa service must consist of massage, body 3
treatment and water applications.
Spa services include traditional Filipino treatments. 2
139 Swimming pool with lifeguard on duty 2
Swimming pool with clean and well maintained facilities; size appropriate for hotel. 5
140 Sports equipment available for hire as appropriate to location. 1
141 Jacuzzi. 2
142 Sauna/ Steam room. 2
6.3 Amenities General Services
143 Gift and souvenir shop. 5
144 Tour desk. 5
145 Hairdressers/ salon. 5
146 Business Center (with PC, printer photo copier, internet connection, etc). 5

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147 First Aid facility with trained staff on site. 5
6.4 Amenities Conference/ Function Venue.
148 Conference facilities/ function rooms to cater for small groups (< 20 people). 4
Conference facilities/ function room to cater for groups (20-50 people). 8
Conference facilities/ function room to cater for groups (50-100 people). 12
Conference facilities/ function room to cater for groups (100-250 people). 16
Conference facilities/ function room to cater for groups (> 250 people). 20

149 Conference equipment projector and screen (sufficient for size of conference room). 4
150 Conference equipment whiteboard/ flipchart (sufficient for size of conference room). 4
151 Conference equipment microphones and system (sufficient for size of conference 4
room).
152 Conference equipment pin boards and moderation kit (sufficient for size of
conference room).
153 Conference equipment comfortable and ergonomic conference chairs and tables.
Note: Decoration furniture, temperature control, lighting and cleanliness included in
public areas.
Dimension 7: BUSINESS PRACTICES
7.1 Business Processes
154 Minimum 1-5 Emergency and fire evacuation procedures are followed and in place. 0
155 Minimum 1-5 Backup generator or emergency power is available, capable of providing full power. 0
156 Minimum Safety systems and documentation in place to respond to possible natural disasters and 5
man-made threats.
157 Cleaning schedules in place that show daily weekly and seasonal cleaning and checking 5
procedures.
158 Maintenance plans that show plan to address major areas requiring maintenance. 5
159 Vermin/Pest control in place to identify and eliminate pests such as rodents, bed bugs, 5
cockroaches, flies, etc.
160 Risk assessment audit conducted last 5 years that reviews security threats to the 5
property.
161 Environmental Environmental management system in place to reduce waste with waste reduction 5
targets.
162 Environmental Environmental system water with water reduction targets. 5
163 Environmental Environmental system in place to reduce energy with energy reduction targets. 5
164 Social Training program in place for staff (minimum of 3 days per staff member/ year). 5
165 social Recruitment program ensure local people are employed (minimum 80% from within the 5
region).
166 social Procurement process ensures local purchasing across all supply areas (minimum 30% 5
from within the region).
167 Environmental Procurement process advocates green purchasing (minimum 20% of food/ beverages, 5
laundry services, and cosmetics procured from organic suppliers).
168 Guest complaint handling system. (complaints are documented and responded to 5
within 24 hours).
169 Refund policy (if complaints cannot be resolved to guest satisfaction, discounts or 5
compensation will be applied).
170 Guest feedback and satisfaction monitoring system in place. 5
171 Minimum 1-5 Hotel meets all current regulations and legislative requirements to operate a Hotel. 0

(Revised Fire Code, Environmental Code, Air Pollution, Accessibility law, etc.)
7.2 Barrier free Facilities for Persons with Disabilities (PWD)
172 (Accessible Tourism) for PWD Rooms, 55 of all rooms shall be designated for PWD, but 5
not less than 2 rooms.

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173 Reception areas shall provide low and recessed or split level counters that can both 2
accommodate standing persons and those seated on wheelchairs.
174 All interior doors shall have at least a width of 35 inches to accommodate big and 2
motorized wheelchairs.
PWD Bed rooms shall have the following; 7
175
Lever type door handles.
Dual height peepholes with the lower one at 39 inches from the floor.
Light switches at maximum 47 inches from the floor.
Electrical outlets at a minimum of 18 inches from the floor.
Bed height a maximum of 20 inches
Easy to open preferably sliding closet doors.
Dual height hanger racks with the floor.
176 PWD Bathrooms shall have the following; 4

Toilet flooring of non slippery surface materials even when wet.

Toilet bowls should be positioned where a vertical or climbing bar shall be
positioned on the wall at 12 inches from the tip of the toilet bowl to offer
support when users pull or elevate themselves to a standing position.
Grab bars should be placed on both sides at 28-30 inches from the floor for the
safety and effective utility, the distance between the bars not exceeding 30
inches.
Toilet bowls should be elevated to a range of 18-20 inches from the floor.
177 At least one Elevator with PWD friendly features: 5

Can accommodate a minimum of two (2) wheelchairs.

The exterior and interior button panels shall not exceed 47 inches from the
floor.
The panel buttons shall feature Braille signs or otherwise embossed with
familiar signs for those not educated in Braille.
Speaker system shall also be in place to inform the blind to what floor the
elevator is already at.
Equipped with handrails placed in both sides at 28-30 inches from the floor

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