Boutique & Lodge. Accommodation Assessment and Grading System

Transcription

1 Boutique & Lodge Accommodation Assessment and Grading System

2 Boutique & Lodge Accommodation Assessment & Grading System Introduction Your eligibility to use New Zealand tourism s official quality mark and star grades is based on the assessment of your property using the quality standards and criteria contained in this document. The Qualmark quality mark demonstrates to travellers that your business has undergone Qualmark s rigorous quality assessment and has been found to be professional and trustworthy. The category and star grade provides the traveller with additional information about the type of accommodation you provide, and the range and quality of facilities and services offered. The Boutique & Lodge accommodation assessment system applies to properties that typically feature a high level of interaction between the guest and host. A well-appointed property that provides unique facilities, location, service and guest experiences, delivered by outstanding and knowledgeable hosts. Breakfast is usually part of an all-inclusive tariff. How does the scoring work? Glossary of terms and definitions Following are some words and phrases used in relation to this assessment system that should help you understand the process and/or interpretation of the criteria. Adequate Sufficient The Qualmark assessment looks at various different quality areas of your business (see facing page). The minimum entry requirements must be met in all of these quality areas for you to be eligible for a star grade. Your star grade is the result of assessment against additional quality score criteria in each of the quality areas, an example of which is shown below. Ample Fit for purpose Delighters Accessible/ accessibility Minimum entry requirements Passable, barely sufficient Enough to go around Plentiful, more than enough, abundant The degree to which your facilities or services are suited to your target market and/or the type of experience you aim to deliver. However, it does not mean anything goes. Features or aspects of your property or service that exceed your guest s expectations, surprising or delighting them to create a memorable or distinctive experience. Refers to accessibility for people with disabilities (Building Act 1991 and New Zealand Standard 4121). An accessibility checklist for accommodation is available from Qualmark on request. Aspects of your service that must be in place in order to meet travellers fundamental requirements and hence ensure your eligibility for a star grade. All criteria in the left column are met All criteria in the left column and at least half of the criteria in the middle column are met All criteria in the left and middle columns are met All criteria in the left and middle columns and at least half of the criteria in the right column are met All criteria in the left, middle and right columns are met You will receive scores for each of the different quality areas. These scores are weighted to reflect the relative importance of the different quality areas. The weighted scores are then added together to determine your overall percentage score and star grade. Note: A number of additional Minimum standards and requirements must be met to be considered for the sector. These are detailed in Section 1.0 of the criteria - Boutique & Lodge Entry Requirements. If the property is unable to satisfy this criteria, another Qualmark accommodation category may be an option.

3 How does this translate into a star grade? Score Stars Description 20-27% Acceptable. Meets customers minimum requirements. Basic, clean, and 28-35% plus comfortable accommodation 36-43% Good. Exceeds customers minimum requirements with some additional 44-51% plus facilities and services 52-59% Very good. Provides a range of facilities and services and achieves good 60-67% plus to very good quality standards 68-75% Excellent. Consistently achieves high quality levels with a wide range of 76-83% plus facilities and services % Exceptional. Among the best available in New Zealand The range into which your overall percentage score fits, determines your star grade. Your eligibility for a Qualmark licence and your star grade will be confirmed by the Qualmark office following your assessment. IMPORTANT: Four Star Plus and Five Star properties must score at least 3 in each assessment area (this includes an average score of 3 in the bedroom and bathroom sections where a range of rooms are assessed. Some room scores may be lower than 3 provided other scores result in a weighted average score of 3 or more).

4 Boutique & Lodge Table of Contents Importance Area Weighting Boutique & Lodge Entry Requirements Variable Entry Requirements - Overall Aspect and Appearance External Buildings, Grounds, Gardens and Parking Internal Décor and Lighting Cleanliness Cleanliness Kitchen Hygiene Service and Hospitality Guest Care Reservations Safety and Security Guest Welcome and Farewell Guest Services Hosting Customer Satisfaction and Feedback Bedrooms Overall Size, Space and Comfort Beds and Bedding Size and Quality Furniture, Fittings Bathrooms 6% 6% 10% 3% 3% 4% 6% 6% 18% 3% 4% 6% 3% Bathrooms 4% Lounge and Dining Areas Lounge and Dining Areas 4% Guest Meals Breakfast (and Dinner where provided) 10% General Requirements General Business Practices 4% 10.0 Responsible Tourism Total Points 100%

5 1.0 Boutique & Lodge Entry Requirements 1.1 Variable Entry Requirements 10 of the 18 criteria must be met Owner operated property The property has less than 9 bedrooms Excellent evening dining options available Full Gourmet Breakfast options Alternative food options (e.g. hampers, picnics, alternate in room snacks) The property must score at least 4 for the Hosting Section 4.5 of this criteria Additional rooms available exclusively for guest use lounge area, library, TV Room Fridges available for exclusive guest use All rooms must offer an ensuite bathroom not shared use Proactive and demonstrated forward planning/booking advice provided Demonstrated flexibility on times for breakfast Complimentary nibbles and non-alcoholic beverages Complimentary in-room Tea & Coffee making facilities In-room Broadband Internet access (where it is available to the operator) Additional guest services such as Spa treatments, guides, organised outdoor activities; are organised and available on-site Dry Cleaning / Guest Laundry facility Child Minding available (where property accepts children) Full evening turn-down service

6 2.0 Overall Aspect and Appearance 2.1 External Buildings, Grounds, Gardens and Parking Facilities, their fixtures, furnishings, fittings and exterior décor are maintained in a sound, clean condition and are fit for the purpose intended All facilities for guest use are safe and free from obstructions Facilities comply with regulatory standards and consents/licenses have been obtained for construction, alterations and ongoing operation Accessible parking identified Where provided, directional signs for parking are clearly marked An adequate first impression Exterior of the property maintained in a sound and reasonably clean condition Safe and adequately maintained access to property Reasonably easy, safe and adequately maintained parking on site or nearby Facility easy to find Well maintained and tidy facility and surrounds including parking areas Where displayed, signs are maintained in good condition Well maintained access to property Attractive overall appearance in keeping with the surrounding environment Where applicable, fly / insect screens or other protective measures are in place Easy access to clearly defined parking area (this may include provision of nearby parking options for city centre properties) Excellent standards of external maintenance, including all facilities and, where displayed, signage Excellent attention to detail in design and appointment of facilities eg. architectural flair, landscaping, driveways, the provision of excellent quality outdoor furniture, and so on Location delight factors eg. superb location (given the experience being offered) with outstanding surrounds, ambience and / or views Ample, clearly defined, offstreet parking available on site for all guest vehicles

7 2.2 Internal Décor including Lighting Internal décor is maintained in a sound condition Rooms, hallways and stairs well lit with electric lighting All bulbs, unless decorative or a tube, have a shade or cover Functional décor and limited co-ordination Some signs of normal wear and tear Light fittings of adequate quality for the style, size and shape of area Easily accessible light switches All light bulbs / lights working Well coordinated décor Well finished, good quality ceiling, wall coverings and paintwork Well fitted, good quality flooring with minimal wear and tear, in sound condition and comfortable under foot Good quality window and door frames (with well fitting doors) in sound condition Use of pictures etc in keeping with the décor or theme of the property Minimal wear and tear visible to décor Well positioned lights giving good levels of illumination eg. see stairs clearly, able to read from both sides of a double bed and from each single bed, able to read at desk, and so on Good quality light fittings with appropriate shades Ample natural light Excellent quality coordinated interior design, with high attention to detail Excellent quality wall, ceiling and window coverings with professional finish to all aspects of decoration including door and window frames Attractive use of high quality pictures, prints and decorative relief eg. original art and craft work, limited edition prints, extensive collection of NZ art, wide use of fresh floral art etc Professional fitted, high quality underlay carpet or flooring in excellent condition No evidence of wear and tear Variety of quality lights, with excellent distribution, well positioned and suitable for all purposes eg. non obtrusive reading lights, moveable lamps, interior sensor lighting, and so on Controllable lighting, giving variable levels of light as appropriate eg. by use of dimmers Excellent quality light fittings, including convenient location of light switches Overall high quality ambience combining appropriate design, lighting, artwork, music etc reflecting the theme of the property

8 3.0 Cleanliness 3.1 Cleanliness All bathrooms, toilets, kitchens and items involving direct contact for guests, such as bedding, linen, baths, showers, wash basins, WC s, flooring, seating, crockery, cutlery and glassware is adequately cleaned with no evidence of prior occupation or use Provision is made for all rooms to be serviced daily, unless otherwise agreed with guest All common/public areas are cleaned daily including, rubbish removal, amenity and towel replacement Servicing of rooms includes rubbish removal, amenity replacement, cleaning of bathroom, shower and toilet All wall, floor and ceiling surfaces clean and nonsoiled and free from dust All areas smelling fresh and clean Where applicable, appropriate pet and smoking procedures in place and clearly stated in promotional material Toilets, where provided in shared areas, are cleaned regularly, offer fresh soap and lined waste bins All areas neat and tidy and cleaned on a regular basis: o Guest Rooms o Bathrooms o Shared areas eg. lounge and hallways o Dining and bar areas o (refer s2.2 for kitchens) Guest areas vacuumed / swept daily or as required Daily room servicing includes making beds and responding to guest needs eg. changing towels on request Furnishings and carpets cleaned on a regular basis Evidence of excellent attention to detail in cleanliness of all areas and surfaces, including high and low level dusting in: o Guest Rooms o Bathrooms o Shared areas eg. lounge and hallways o Dining and bar areas o (refer s 2.2 for kitchens) Soft furnishings and carpets free of marks and stains Evidence of cleaning programme in place No significant evidence of wear and tear on all surfaces including furniture and fittings

9 3.0 Cleanliness, continued 3.2 Kitchen Hygiene At least one fire extinguisher of appropriate capacity available for immediate use (or fire blanket is located in kitchen area) All fixtures and fittings are in good working order, clean and well maintained Some form of ventilation exists, either mechanical or opening outside windows in good operating order Refrigerator is clean and free of offensive odours All meal preparation areas are clean and tidy Tea towels, if used, are changed on at least a daily basis Fridge is set at the correct temperature, well cleaned and regularly defrosted Sink and bench top are clean, may show some wear and tear Breakfast cereals and other dried foods (eg. nuts and cereals) are stored in airtight containers Where applicable, pets not allowed access to food preparation or storage areas Food storage areas are clean and tidy Dishwasher used to wash guests crockery, glassware and cutlery and is clean and in good working order Microwave oven, if present, is clean and in good working order A very good level of food hygiene is demonstrated throughout the kitchen eg. floors clean at all times, refrigerator cleaned regularly, multiple chopping boards used, and so on Good ventilation to remove smoke, odour and moisture: eg. range hood or exhaust fan Strong emphasis is placed on food storage to ensure freshness and quality including stock rotation so no expired items Fridge and food storage areas show excellent standard of cleanliness and storage practices eg. food covered and cooked foods stored above raw foods, food labeled and dated Excellent food hygiene practices are observed eg. sterilizing / commercial dishwasher used, ability to wash hands in an area separate to the food preparation area, water filter, colour coded chopping boards and so on (minimum 3) Evidence of excellent cleanliness throughout all food preparation areas Food handling certificate held

10 4.0 Service and Hospitality Guest Care 4.1 Reservations Initial Contact and/or Booking To make clear to guests exactly what is included in the price quoted for the experience, including GST, and other chargeable extras as well as deposit, cancellation and no show policy clearly defined and explained To describe fairly and accurately to all guests and prospective guests whether by advertisement, brochure, word of mouth or any other means - the facilities and services offered Where applicable, details are always communicated at time of booking about house rules/restrictions (eg. smoking policy, presence of pets that have access to guest areas) All necessary reservation details are recorded eg. name, contact details, date of booking, number of pax etc Bookings can be taken or by mail, , fax or phone and are normally cleared and responded to within 24 hours Clear directions are provided on how to locate the property eg. in brochures or on website Telephone manner is friendly and helpful Evidence of an organised approach for dealing with guest enquiries, bookings, correspondence eg. noting names, phone numbers and estimated arrival times, dietary requirements and so on Identification of business and/or self when answering the phone Clear and concise recording of all necessary details Repeat guests are recognised and acknowledged Evidence of attention to detail in handling of reservations and a detailed process followed in the questions asked and responses recorded eg. offering dinner reservations for the first night, transport arrangements, dietary preferences, special needs (mobility), first names of all guests etc Recognition of repeat guests extends to the ability to recognise their preferences in advance eg. guest history database Confirmation letter, reference number and directions (if time allows) sent by post/fax/ including cancellation policies / terms of trade Arrangements in place for phone to be answered (may be diverted) during waking hours

11 4.0 Service and Hospitality Guest Care, continued 4.2 Safety and Security All electrical equipment is safely maintained and in good working order (including professional inspection of electric blankets annually) Entrances clearly identified with lighting above the doorways Adequate fire precautions in every guest sleeping area eg. including smoke alarms, heat sensors or hardwired fire detection system Batteries in smoke alarms tested at least annually and replaced as required A minimum of one fire extinguisher on site A high degree of general safety and security maintained, appropriate to location. Guests feel confident they and their belongings are secure at all times Evacuation procedures including adequate information and assembly points are communicated to guests 24 hour on-site access to a phone Particular attention given to the safety and security of guests occupying ground floor or other rooms which may be easily entered Adequate levels of lighting for safety and comfort in all public areas, including sufficient light on any stairways and walkways at night A torch is supplied in each bedroom except where battery operated back-up lighting is provided All recreational equipment is safe and in good operating condition with instructions available Guests know where hosts are in case of emergency Appropriate safety features in place including appropriate lighting, banisters on stairways, first aid kit, and host knows how to use fire extinguishers Relevant safety features communicated to guests eg. emergency information, pool safety, safety on farm property, safe operation of recreational equipment Where applicable, vehicles, used as part of the business, are in roadworthy condition with a current Certificate of Fitness and only driven by staff holding a relevant licence Property is adequately enclosed for the location eg. secure fencing Some added security features for room eg. all guest rooms have lockable doors (from the inside), window security stays, shutters or screens, bedrooms on upper levels, and so on Guests, while in-house, can be contacted 24 hrs Where applicable host(s) appropriately trained in the safe operation of any recreational equipment supplied for guest use Where applicable, host sleeping areas able to be secured at night Excellent levels of security in context to the size, type and location of the property eg. monitored fire /security alarms, security provided for guest cars, safe storage, gate alarm and so on Excellent levels of lighting to all areas of the property so not to spoil the establishment s atmosphere eg. day/night sensors, motion sensors, 24hr lighting, and so on Excellent safety measures in place eg. host(s) hold current first aid certificate and comprehensive first aid kit, current water safety certificate if applicable, and so on

12 4.0 Service and Hospitality Guest Care, continued 4.3 Guest Welcome and Farewell Host(s) must be on duty during guests principal arrival and departure periods Host(s) should deal promptly with all enquiries, requests, reservations, correspondence and complaints from guests Guests should have access to all relevant facilities (eg. public areas, their rooms and telephone) at all times unless restrictions have been clearly communicated Guests made to feel welcome on arrival All necessary information offered to guests Guests given appropriate orientation of facilities and appropriate safety briefings Provision made for guests arriving outside opening hours All guests are taken to their rooms (or at least offered to be) and facilities are fully explained Well presented proprietors and staff Polite proprietors and staff, with helpful attitude, promoting a good first and last impression Property inspection is welcome, if requested Credit card payment facilities available Details of guest s name, contact address, etc. is verified Guests accompanied throughout their orientation of facilities and given assistance eg. with luggage Refreshments offered on arrival An excellent first impression, establishing a good rapport with guests Efficient and complete registration procedures eg. including reference to information on guest preferences gathered in initial booking Guest delighters offered eg. exceptional refreshments on arrival, quality souvenir provided to all guests, customised merchandise available for purchase, EFTPOS payment facilities available (minimum 3)

13 4.0 Service and Hospitality Guest Care, continued 4.4 Guest Services 24 hour on-site access to a phone and local telephone book Capability for guests to send and receive mail and All services and facilities clearly communicated to guests All recreational facilities provided are clearly communicated and hours of availability are clearly posted Wake-up facility available on request Host(s) are knowledgeable or have been trained regarding relevant local activities and attractions Limited local information available eg. file of relevant brochures or brochure display rack/ board Messages delivered promptly and accurately to guests Shared tea/coffee facilities provided either in kitchen or shared area Some added services provided eg. babysitting, fresh milk, activity/ restaurant booking services, smoking room options, message service, pick up / drop off service, free local calls and so on (minimum 2) Guests offered easy access to good quality tea and coffee Some added facilities provided eg. DVD/VCR/CD in common area, facsimile / computer for guest use, international adaptor plugs, magazines, artwork, some books, umbrellas, infant facilities and so on (minimum 3) Good amount of local information available on the property and local attractions (brochures, maps etc) Internet access / modem connection available on-site for guest use Newspapers available for guest use upon request Laundry facilities or appropriate laundering service available to guest Appropriate range of good quality recreational facilities Guests are delighted by a variety of excellent added services provided for majority of guests eg. pampering options on-site (massage, facials etc), dinner provided on request, formal pick up / drop off service, pre-dinner drinks and hors d oeuvres each evening, full evening turndown service offered, and so on (minimum 3) Guests offered convenient access to an extensive range of superior quality teas, coffee and refreshments A variety of excellent added facilities available for majority of guests eg. Excellent range of high quality recreational facilities, artwork, library of books / CDs, DVDs / videos, separate internet access line in dedicated guest area (with instructions for use), high speed internet access, high quality home entertainment system, guest phone in private comfortable seating area, air conditioning,,writing desk with lighting, additional TV channels in common area, and so on (minimum 4) Comprehensive, well presented information provided on all onsite facilities and relevant local attractions

14 4.0 Service and Hospitality Guest Care, continued 4.5 Hosting Experience Host(s) in attendance at times that are generally appropriate for guests Host(s) friendly and confident in meeting people: e.g. smile, speak clearly, etc. Host(s) adequately communicates meal options and provides meals accordingly Host(s) able and willing to anticipate guest needs in terms of interaction e.g. leave tired guests to relax in private or direct guests to communal areas to mix with hosts and / or other socially minded guests Host(s) have experience in dealing with people of different nationalities Host(s) have a good general knowledge and are able to communicate with guests on a wide range of topics Host(s) present to offer guests a warm welcome and to thank and farewell guests e.g. shown around the property, introduced to the family/ staff members Host(s) present during meal times to wait on guests and/or join guests for the meal including appropriate co Host(s) or their representative are available 24 hours a day either onsite or contactable by phone Guests instructed on how to contact hosts if they are not available on-site Host(s) very knowledgeable about their local area and relevant local attractions, willingly recommend, book or organise where appropriate to the need of guest(s) Host(s) take an appropriate personal interest in guests travels and are able to relate well with their guests including sharing stories of relevant travels Assistance with onward reservations is offered e.g. via a formal referral system or an informal recommendation of suitably reputable operators It is evident that visitors are actively hosted throughout their stay Outstanding guest delight factors that provide a personalised and unique experience Hosts are available on site 24 hours a day. Hosting is conducted by the same person/s throughout the guests stay Outstanding quality interpretation of the natural, cultural and historical heritage of the local area is offered to guests Hosts offer the ability to impart unique knowledge relating to special interests relevant to food & beverage: e.g. chef on site and available to consult with guests, host(s) expert in oenology, olive oil production with tasting and tour of olive grove and so on

15 4.0 Service and Hospitality Guest Care, continued 4.6 Customer satisfaction and feedback Clear standards of customer service including the handling of complaints No instances of litigation from customers for gross negligence or lack of duty of care Customers are asked for verbal feedback Complaint handling policy and procedures in place Most serious customer complaint to date has been dealt with satisfactorily Customers are encouraged to give written feedback eg. visitor book, feedback cards (available from Qualmark) Complaints resolved promptly with genuine attempt to restore customer goodwill The operator has a high incidence of unsolicited customer correspondence praising their product Evidence that a variety of customer feedback mechanisms are used and analysed eg. confidential survey, follow-up phone calls to agents and so on Ongoing improvements are made to the service and / or facilities based on data collected from customer feedback

16 5.0 Bedrooms 5.1 Overall Room Size, Space and Comfort 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 access doors Quality door locks Windows, where open-able, can be fastened shut Accessible room(s) offer adequate space to manoeuvre Adequate, safe, in-room heating provided at no extra cost Rooms have at least one window with clear glass to provide natural light A wardrobe or clothes hanging space with sufficient hooks or hangers per person Adequate drawer or shelf space available (dependant on market) Reasonable free movement; not unduly restricted by overcrowding or luggage Uncluttered rooms Reasonable sound insulation with minimal intrusive noise from road, plumbing etc Heating levels appropriate to the size of the room and climate Good access to both sides of a double bed Easily accessible light switches Good amount of space to allow free movement and a good degree of comfort Area available for luggage/clothes storage eg. luggage racks, wardrobe Appropriate amount of furniture that is well positioned for guest use and comfort Good sound insulation between rooms and externally with minimal intrusive noise from road, plumbing, rail lines etc Effective levels of heating providing overall uniform temperature in rooms and adjoining hallways All heating operates without timers (excluding night store heaters) No restrictions on use of heating/ cooling as appropriate by region Well positioned lights giving good levels of distribution eg. at each sleeping position, desk etc Ample space to allow free movement and a high degree of comfort Excellent provision for storage of luggage/clothes without cluttering the room and obstructing access eg. double wardrobe, generous drawer space, dressing room and so on Generous access to both sides of a double bed No intrusive noise eg. as a result of double glazing Excellent levels of heating with fast response times and silent individual thermostatic controls Excellent levels of cooling with fast response times and silent individual thermostatic controls Excellent levels of lighting giving variable levels of light as appropriate

17 5.0 Bedrooms, continued 5.2 Beds and Bedding Size and Quality All mattresses to be of sprung interior or similar quality, modern and comfortable, with mattress protectors on a good quality bed base All beds to be of sound condition All bed linen provided and changed at least every four nights and for each new guest All bedding to be clean and in sufficient quantity, according to season and guests needs Extra pillows and blankets available on request Good quality bed and mattress eg. no roll together Adequately presented beds with clean linen and bed covers, in good repair Adequate range of bedding, including sufficient blankets / duvets Good quality comfortable beds, with firm mattresses and sound base Well presented beds, with good quality, freshly laundered linen and bedding (including pillows) Extra bedding provisions are available all year round in guest rooms or in an area offering guests convenient access at night eg. extra blankets, choice of pillows, electric blankets Bed sizes are above standard (i.e. Doubles are Queen/King etc) Bed linen changed at least every 3 nights except where, as part of an environmental policy, guests are invited to agree to less frequent changes of linen Some form of pillow protection Excellent quality beds eg. high quality mattress and base offering a high degree of comfort All bedding of high quality and coordinated with bedroom décor and other soft furnishings Co-ordinated and pressed linen changed at least every 2 nights except where, as part of an environmental policy, guests are invited to agree to less frequent changes of linen An outstanding standard of overall presentation appropriate use of valances, pillows and cushions All pillows have excellent quality fitted pillow protectors laundered on a regular basis

18 5.0 Bedrooms, continued 5.3 Bedroom Furniture and Fittings Acceptable quality opaque curtains, blinds or shutters provided on all windows, including glass panels to doors, fanlights and skylight windows to afford both privacy and exclusion of light where necessary All drawers, wardrobes and cupboards must be free from proprietor clothing or other personal effects Furniture and furnishings that may be provided include drawers/shelves, luggage rack, dressing table, chair, and bedside table according to type and location of property Functional décor and limited co-ordination Window coverings with sufficient width and height to draw completely across the window A sparing but adequate provision of furnishings and fittings in terms of quality and range Well secured fittings eg. door knobs, lamp shades etc Some signs of normal wear and tear Well coordinated décor Well finished, good quality ceiling, wall and floor coverings and paintwork All window coverings of good quality and correctly fitted ensuring light exclusion Convenient positioning of equipment and furniture for practical use Good quality furniture and fittings coordinated in keeping with theme Range of additional furniture and fittings eg. hangers, mirror, bedside tables, iron and ironing board etc Minimal wear and tear to furnishings and fittings Excellent quality coordinated interior design, with high attention to detail Excellent quality wall, ceiling and floor coverings with professional finish to all aspects of decoration including door and window frames Excellent quality window coverings sufficient so as to retain heat and keep out light eg. high quality lining, black out curtains Excellent quality modern, reproduction or antique furniture of sound construction Excellent coordination of furniture and plush, soft furnishings of high intrinsic quality in keeping with theme A very good range of additional furniture and fittings of excellent quality for guest comfort eg. writing desk, luxurious lounge chairs, full length mirror, phone in room, TV, additional TV channels, CD/DVD/VCR, ample hangers of different types, and so on (minimum 3) No evidence of wear and tear to furniture and fittings

19 6.0 Bathrooms 6.1 Bathrooms Shower/bath and wash basin available with hot and cold running water Shower (if provided) has a curtain or door (unless wetfloor style) Soap is provided and soap dish located in each bath/shower cubicle Some form of ventilation, either mechanical or outside opening window Windows have opaque glass, curtain or blinds where necessary for guest privacy Means are provided for a non-slip environment eg. non-slip mat or rail Flush toilet with seat and lid. Toilet paper, holder, spare toilet rolls, and toilet brush are provided Plug for washbasin, waste bin, mirror, clothes hooks or towel rail is provided Adequate light distribution Hand towel and at least one bath towel per guest are provided Bathroom, if not an ensuite, can be locked from the inside Bathroom, unless shared with proprietor, must be free from proprietor s personal effects Shower heads in sound working condition with adequate pressure and height Adequate floor and bench space in bathroom Flooring, walls and ceilings may show some wear and tear Adequate hot water capacity to meet guest demand at most times Washbasin and toilet may show wear and slight discolouration Where bathrooms are shared a good ratio of bathrooms to guests (at least one per four guests) and bathrobes provided If share bathroom, hosts belongings are out of view Good quality bath linen including face cloths is provided Bath linen changed at least every two nights except where, as part of an environmental policy, guests are invited to accept less frequent changes Good quality soap is provided Conveniently located bathroom(s), if shared, enable easy access for guests Bathroom(s) for guest use only Floor, walls and ceilings all in good condition with minimal wear and tear Good amount of floor and bench space and towel hanging space provided in bathroom Shower (if provided) has good pressure Good light distribution Washbasin, shower and toilet show no signs of wear or discolouration Some added fixtures, fittings and amenities for guest convenience are provided eg. extractor fan, tissues, air freshener, heated lamps, shower cap, power/ shaving socket and so on Ample hot water capacity to meet guest demand at all times Mirror is located conveniently and illuminated for all purposes Good quality hairdryer available with easy access to a mirror Good quality shampoo and soap is provided Bath linen changed at least daily except where, as part of an environmental policy, guests are invited to accept less frequent changes Ensuite bathrooms provided for each guest room Excellent quality floor coverings that are pleasant to walk on and well coordinated eg. tiled with underfloor heating All wall and ceiling coverings are in excellent condition Ample space provided in bathroom An excellent range of added fixtures and fittings for guest convenience eg. adjustable water pressure on fittings,, heated towel rail/mirror, spa bath, separate toilet, quality bathrobes, heater, bidet, excellent quality hairdryer, and so on (minimum 5) An excellent range of high quality amenities (eg. soaps, shampoos, moisturiser, bath gel, body products) for guest convenience Excellent light distribution to all areas of bathroom (especially mirror) Excellent quality well presented bath linen eg. large plush towels, bath sheets, at least two per guest Shower is separate from bath (if provided)

20 7.0 Lounge and Dining Areas 7.1 Lounge and Dining Areas Comfortable seating provided for number of guests this may include separate sittings for breakfasts Window coverings are provided Heating available in these shared areas Adequate natural light and ventilation is provided Limited seating arrangements, mixed style acceptable Floors and walls maintained, some wear and tear acceptable Window coverings are sufficient width and height to draw completely across the window Limited free floor space available Dining: Basic dining facilities, may be mismatched and show some wear and tear Basic quality crockery, cutlery, glassware and napkins sufficient for number of guests Adequately sized tables and acceptable circulation space Appropriate number of good quality, matching and well maintained lounge seats available Good quality design and décor with floors, walls, ceilings and skirting boards all in good condition with minimal wear and tear Window coverings are of good quality and well presented Good amount of free floor space available Where provided, television (and remote) is of good quality and size/location is appropriate to room Some added furnishings / facilities for guest convenience eg. coffee table, writing desk, and so on Dining: Good quality, matching dining table and chairs in sound condition offering a comfortable dining experience Attractive table appointment using good quality and matching crockery, cutlery, glassware and napkins Good layout and adequate circulation space to allow hosts and guests to pass without inconvenience Ample high quality comfortable lounge furniture, all in excellent condition Well fitted, quality flooring in excellent condition Well finished, excellent quality wall coverings / paintwork Window coverings of excellent quality and substantial as to retain heat Ample free floor space available Separate, high quality lounge area available for guests Dining: Excellent quality dining table, chairs Table appointment of superior standard including the use of excellent quality and coordinated crockery, cutlery, glassware and napkins Ample space for a high level of guest comfort

21 8.0 Guest Meals 8.1 Breakfast (and dinner where applicable) Breakfast is always available (buffet style is acceptable) Tea, coffee, milk, fruit juice and water provided for guests Where only continental breakfast is available, it is clearly stated in all communications Where applicable, guests are made aware of dinner options with sufficient advance notice if dinner is provided Note: Please refer to the Hosting section (S 3.5) for host attendance requirements May be a set menu with, for example juice, cereal, coffee and tea, toast All hot foods, if provided, are well cooked and presented and served at the correct temperature Care taken to ensure juices are chilled, toast is crisp and tea and coffee are freshly made Dinner (where applicable): Meals simply structured, freshly cooked and properly prepared on the premises May be a set menu, but with an alternative available on request if preordered Pricing for dinner clearly indicates what is provided eg. drinks included or not A range of food items available, eg. fruit, choice of cereals, cheese and cold meats, a variety of toast options with a range of preserves, a cooked dish, and so on Good quality food items provided Some use of homemade items eg. muffins, jams, preserves etc Good use of fresh local/homegrown produce where available All food, including buffet, attractively presented A good selection of tea, coffee and other hot drinks available Breakfast is available at time to suit guest (within reason) and food options Dinner (where applicable): Well presented home cooking freshly cooked from good quality ingredients. Evidence of fresh foods being used Particular attention given to food quality rather than an extensive choice Dinner served at times to suit guests (within reason) An extensive choice of food items is provided including a range of cooked dish options offered daily eg. fresh fruit juices, fresh ground coffee, choice of teas, charcuterie platter, high quality bakery items, homemade preserves, eggs/meat/ fish/vegetarian cooked dishes and so on Excellent quality food items provided Regional or cultural specialties and/or homemade items offered eg. salmon, whitebait and so on Extensive use of fresh local/ homegrown produce where available A superior standard of presentation shown in the buffet (if provided) Guest delighters offered eg. gourmet BBQ, recipes made available for guests, picnic baskets provided for lunches, and so on (minimum 2) Dinner (where applicable): Excellent cuisine with an emphasis on fresh, seasonal, local ingredients, skillfully cooked Obvious care and attention to detail and thoughtful menu planning offering distinctive dishes of the highest food quality Evening meals are actively promoted to guests

22 9.0 General Requirements 9.1 General Business Practices Evidence of compliance with Qualmark s Code of Ethics (please see page 23) Adequate public liability insurance cover of at least $1 million including punitive and exemplary damages Owners / Managers of the business are aware of and address their statutory obligations (eg. in relation to fire precautions, building accessibility and warrants of fitness, health and safety, food safety, liquor and other licensing, fair trading, consumers guarantees) Where applicable, effective noise control measures are in place Maximum number of guest bedrooms must not exceed 12 Realistic claims made in promotional material (i.e. unrealistic customer expectations are not created) A good effort is made in documenting key policies and procedures Good application of information technology eg. well maintained web site Operator is an active member of industry associations and/or cooperative marketing initiatives Operator has an adequate knowledge of the average revenue and cost per guest A proactive approach to quality management is evident including thorough documentation of all key policies and business processes Excellent application of information technology eg. an integrated booking and accounting system Owner takes a strategic outlook with marketing and/ or business plan evident Emphasis placed on host/ staff training, especially in customer service and safety aspects Other awards, ratings and recognition from independent organizations eg. tourism award

23 10.0 Responsible Tourism Operations 10.1 Responsible Tourism Operations 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 operator s 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/or marine reserve. In regions which offer recycling (whether kerbside or transfer stations at dumps), facilities are in place for staff and customers/guests to collect and separate waste for recycling Evidence that a checklist or similar tool has been used to review the 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

24 Qualmark Code of Ethics The Qualmark Code of Ethics requires Qualmark Licence Holders, in conjunction with their establishment, to: 1. Recognise and affirm the right of the customer to courteous, prompt and honest service; 2. Maintain high standards and fair practice in all business transactions; 3. Accord customers of all cultural origins equal respect and consideration; 4. Price goods and services fairly and unambiguously in New Zealand dollars; 5. Ensure that advertising is accurate and truthful, and free of any device which could create a misleading impression or otherwise be contrary to the public interest; 6. Establish and maintain procedures for the prompt handling of complaints, ensuring that all inquiries, refunds and returns of goods (where applicable) are dealt with properly and reasonably; 7. Keep proper books of account and conduct all affairs in a professional manner; 8. Uphold and observe all laws and regulations pertaining to their business, particularly those governing the provision and sale of goods and services and safety; 9. Meet all responsibilities to employees by observing all laws and awards, by giving proper training and instruction, by providing adequate working conditions, equipment and facilities, and supervising standards of safety and work practices; 10. Act in an environmentally responsible way; 11. Maintain high standards both in equipment and procedures to ensure that customer safety is protected as much as reasonably possible given the type of business activity; 12. Uphold the interests and reputation of New Zealand as a quality destination for visitors and travellers, offering friendly, hospitable service.