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Qualmark Bed & Breakfast March 2013 Copyright © Qualmark New Zealand Limited 2013

Bed and Breakfast

Accommodation

Assessment and Grading System

Qualmark Bed & Breakfast

March 2013 Page 1 Copyright © Qualmark New Zealand Limited 2013

The Bed and Breakfast Accommodation Assessment

System

Introduction

Your eligibility to use 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 Bed and Breakfast Accommodation

assessment system applies to properties that

typically feature a high level of interaction

between the guest and host in a home-like

environment, and where breakfast is usually part

of an all-inclusive tariff. Such properties include

B&B’s, guest houses, home and farm stays.

How does the scoring work?

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.

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.

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 Passable, barely sufficient

Sufficient Enough to go around

Ample Plentiful, more than enough, abundant

Fit for purpose 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”.

Delighters 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.

Accessible/ accessibility

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.

Minimum entry requirements

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, middle and right

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 and middle columns are met

5 4 3 2 1

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



How does this translate into a star grade?

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).

Score Stars Description

20-27% Acceptable. Meets customers’ minimum requirements. Basic, clean, and

comfortable accommodation 28-35% plus

36-43% Good. Exceeds customers’ minimum requirements with some additional

facilities and services 44-51% plus

52-59% Very good. Provides a range of facilities and services and achieves good

to very good quality standards 60-67% plus

68-75% Excellent. Consistently achieves high quality levels with a wide range of

facilities and services 76-83% plus

84-100% Exceptional. Among the best available in New Zealand



Bed & Breakfast Accommodation

Table of Contents

Area

Importance Weighting

1.0

1.1

1.2

Overall Aspect and Appearance

External – Buildings, Grounds, Gardens and Parking

Internal Décor and Lighting

6%

6%

2.0

2.1

2.2

Cleanliness

Cleanliness

Kitchen Hygiene

10%

3%

3.0

3.1

3.2

3.3

3.4

3.5

3.6

Service and Hospitality – Guest Care

Reservations

Safety and Security

Guest Welcome and Farewell

Guest Services

Hosting

Customer Satisfaction and Feedback

3%

4%

6%

6%

18%

3%

4.0

4.1

4.2

4.3

Bedrooms

Overall Size, Space and Comfort

Beds and Bedding – Size and Quality

Furniture, Fittings

4%

6%

3%

5.0

5.1

Bathrooms

Bathrooms

4%

6.0

6.1

Lounge and Dining Areas

Lounge and Dining Areas

4%

7.0

7.1

Guest Meals

Breakfast (and Dinner where provided)

10%

8.0

8.1

General Requirements

General Business Practices

4%

9.0 Responsible Tourism

10.0 Enviro Logo Award

Total Points 100%



1.0 Overall Aspect and Appearance

1.1 External – Buildings, Grounds, Gardens and Parking

Minimum Entry Requirements 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

QUALITY SCORE

0 1 2 3 4 5

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, off-street parking available on site for all guest vehicles

Comments:



1.0 Overall Aspect and Appearance, continued

1.2 Internal Décor including Lighting

Minimum Entry Requirements 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

QUALITY SCORE

0 1 2 3 4 5 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

Comments:



2.0 Cleanliness

2.1 Cleanliness

Minimum Entry Requirements 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

QUALITY SCORE

0 1 2 3 4 5 All wall, floor and ceiling

surfaces clean and non-soiled 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

Comments:



2.0 Cleanliness, continued

2.2 Kitchen Hygiene

Minimum Entry Requirements 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

QUALITY SCORE

0 1 2 3 4 5 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

Comments:



3.0 Service and Hospitality – Guest Care

3.1 Reservations – Initial Contact and/or Booking

Minimum Entry Requirements 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)

QUALITY SCORE

0 1 2 3 4 5

All necessary reservation

details are recorded eg. name, contact details, date of booking, number of pax etc

Bookings can be taken or by mail, email, 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/email including cancellation policies / terms of trade

Arrangements in place for phone to be answered (may be diverted) during waking hours

Comments:



3.0 Service and Hospitality – Guest Care, continued

3.2 Safety and Security

Minimum Entry Requirements 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 hard-wired 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

QUALITY SCORE 0 1 2 3 4 5

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

Comments:




3.3 Guest Welcome and Farewell

Minimum Entry Requirements

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)

Comments:




3.4 Guest Services


24 hour on-site access to a phone and local telephone book

Capability for guests to send and receive mail and email

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

QUALITY SCORE

0 1 2 3 4 5 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 on-site facilities and relevant local attractions

Comments:




3.5 Hosting Experience

Minimum Entry Requirements Host(s) in attendance at times that are generally appropriate for guests

QUALITY SCORE

0 1 2 3 4 5 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 on-site 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

Comments:




3.6 Customer satisfaction and feedback

Minimum Entry Requirements 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

Comments:



4.0 Bedrooms

4.1 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)

QUALITY SCORE

0 1 2 3 4 5 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

Comments:



4.0 Bedrooms, continued

4.2 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

QUALITY SCORE

0 1 2 3 4 5 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

Comments:



4.0 Bedrooms, continued

4.3 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

QUALITY SCORE

0 1 2 3 4 5

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

Comments:



5.0 Bathrooms

5.1 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

QUALITY SCORE

0 1 2 3 4 5

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)

Comments:



6.0 Lounge and Dining Areas

6.1 Lounge and Dining Areas

Minimum Entry Requirements 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

QUALITY SCORE

0 1 2 3 4 5

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

Comments:



7.0 Guest Meals

7.1 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

QUALITY SCORE

0 1 2 3 4 5 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 pre-ordered

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


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)


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

Comments:



8.0 General Requirements

8.1 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

QUALITY SCORE

0 1 2 3 4 5 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

Comments:



9.0 Responsible Tourism Operations

9.1 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



10.0 Enviro Award Assessment

Note: This section is optional and has no effect on the overall score for the assessment

10.1 Enviro Award Assessment

Minimum Entry Requirements 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

QUALITY SCORE

0 1 2 3 4 5

Evidence that an action plan

is reviewed at least every 2 years and that improvement opportunities are identified

Evidence of 9 key initiatives that mitigate the major resource impact in waste, energy and water consumption are in place

Documented evidence of monitoring at least 1 key aspect relevant to the major resource usages of the business

Evidence that an Environmental & Social Responsibility Tourism Statement is publicly displayed to encourage customer engagement

Evidence of 12 key initiatives that mitigate the major resource impact in waste, energy and water consumption are in place

Evidence of significant contribution towards at least 1 community or conservation activity relevant to business size

An individual or team within the business has formal responsibility for implementation of the plan and possible improvements

Documented evidence of using the Qualmark ECG or other monitoring tool for the two major resource uses of your business

Evidence that staff are trained and follow the Responsible Tourism plan of action and can communicate it

Evidence of 25 key initiatives in place including those that mitigate the major environmental impacts of the business under a “do no harm” principle

Evidence of significant contribution towards at least 1 community and 1 conservation activity, relevant to business size

Evidence that the business is taking a proactive role and is an exemplary advocate of responsible tourism

Comments:



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.

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