Hotel Inspection: Quality Rating & Excellence Guide

1. “Confessions of A Hotel Inspector”

2. “Confessions of A Hotel Inspector” Presented by Liz Smith-Mills FIH MBICSc Presented by Liz Smith-Mills FIH MBICSc

3. AA Hotel Services • Inspecting hotels for over 100 years (AA Hotel Services Centenary in 2008) • Over 8,000 hotels and guest accommodation

4. The Star Rating Process Whole operation / key areas of assessment (9) • Scoring on 1 to 5 basis • Over 60 elements • Service & Facilities • Critical Areas • Overall Quality Recognising Excellence 5 Star Workshop

5. Service- making the difference • Assessment based on all key aspects • Reservation • Arrival • Room Service • Dinner • Breakfast • Guest Departure

6. How does the AA judge quality? Classification scheme works on 5 levels 1-5 stars • Scoring on 0 to 5 basis • Each hotel is scored across the entire operation / key areas of assessment • Over 60 elements in 9 key areas. • Total % equates to a star rating banding • Benchmarked against 4,000 establishments

7. Overall Quality Assessed in 9 Areas • Hospitality • Service • Cleanliness • Food • Bedroom • Bathroom • Public Areas • External • Restaurant • Critical Areas

8. Critical Areas • Hospitality • Service • Cleanliness • Food • Bedrooms • Bathrooms

9. Housekeeping Quality

10. Cleanliness – Quality scoring • Quality scoring 1 • A sloppy approach to cleaning

11. Cleanliness – Quality scoring • Quality scoring 2 • Superficially clean and tidy, but lapses noted when looking closely. Neglect, or lack of serious deep cleaning.

12. Cleanliness – Quality scoring • Quality scoring 3 • Happy to use the area. Lapses not significant, smears to mirrors, light dust to back of TVs, above wardrobe, etc.

13. Cleanliness – Quality scoring • Quality scoring 4 • A sparkly feel – Greater attention to detail, with only a few minor lapses. Evidence of deep cleaning and periodic cleaning.

14. Cleanliness – Quality scoring • Quality Scoring 5 • Pristine standard of housekeeping. Attention paid to all areas, sparkle and polish to all surfaces.

15. Bedrooms - Quality 1. Decor 2. Furniture, Fittings & Fixtures 4.Beds 3. Flooring

16. Role of Housekeeping/effective team work • The maintenance of a clean, pleasant and orderly environment. • Poor standards of housekeeping are not appreciated. • Cleanliness and tidiness can make or mar the general impression retained by the guest. • Housekeeping is the backbone of the hotel.

19. Strangest bookmark

20. Food and Beverage Specific Areas of Inspection • Lounge/Afternoon Tea • Bar/Drinks from the Bar • Room Service • Breakfast • Dinner.

21. Lounge Service • Menus • Trays • Clean • Quick/billing • Tea service • Correct crockery/cutlery • Is table service offered • Are you being up-sold dishes & drinks

22. Bar/Drinks from the Bar • Menus/Cocktail Lists • Trays/Clean • Promotions/Product Knowledge • Beverage Service e.g. table service, use of coasters • Correct Glassware and accompaniments e.g. nibbles • Efficient and appropriate billing • Is your name taken first not your room number • Are you asked if you are dining? • Is there a link between bar and restaurant

23. Restaurant Ambience • Lighting • Heating • Music • Table appointments • Menus • Cleanliness • Table legs • Quality of Service

24. Room Service or Broom Service?(In-room dining) – (Dump & Run)

25. Breakfast –a guests first impression “ROOM NUMBER?” I am NOT a number!

26. Breakfast–a guests last impression • Greet and seat with a smile • Use of guests name • Guest interaction – satisfaction checks/ more drinks/toast • Service of tea/coffee • Farewell Greeting

27. Breakfast!

28. Dinner ?

29. Hotel Inspector’s Relief, Thank you and Good Evening.