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2. OUTLINE
 Star Rating System
 Background on Philippine Accommodation
Standards Development
 The National Accommodation Standards for
Hotels, Resort and Apartment Hotel
 Star Rating Implementation & Preliminary
Results

3. A STAR RATING SYSTEM
 Provides an indicator to both
consumers & providers on the
standards / requirements to be found
in an individual establishment
(accommodation sector)
 Provides confidence to the visitor
market
 Improves visitor satisfaction
 Creates improvement cycles as it
guides owners/managers on where to
upgrade their facilities

4. THE WORLD UNDERSTANDS STARS
 Over 90 countries use some
form of Hotel classification and
grading
 Star Grading is the most popular
format – 1 to 5 stars
 New Zealand Qualmark,
Australia Quality Tick, Failte
Ireland, Visit Scotland, EU Hotel
Union Stars

5. STAR GRADING STANDARDS
No glo al sta dards – each
region has specific requirements
To succeed: Assessments must be
consistent, transparent, measure
all relevant aspects, be financially
sustainable
Industry must understand and
accept the grading results
Visitors must also understand and
rely on the grading results
Quality o sta tly ha ges…a ra e
with no finish line

6. BENEFITS OF STANDARDS / STAR RATING
 Provides an objective and reliable means
of choosing accommodations
 Allows the traveling and vacationing public
to plan trips based on specific facilities
and services
 Establishes consistent standards, removing
fear of unknown
 Informs visitors of the diverse range of
accommodations available
Traveling and Vacationing Public

7. BENEFITS OF STANDARDS / STAR RATING
Tourism Industry / Government
 Increases minimum standards of
accommodations
 Improves marketability of
properties
 Helps to identify industry
strengths and weaknesses
 Informs visitors of the diverse
range of accommodations
available

8. PHILIPPINES –
WHERE ARE WE COMING FROM?
 Rules & Regulations to Govern the
A reditatio of Hotels… 1991
 Hotel classifications were –
Economy/ Standard/ First class/
Deluxe
 Resort classifications were – A
AA AAA
 Tourism Act 2009 (RA 9593) requires
new accreditation system

9. a certification issued by the Department to a
tourism enterprise that officially recognizes it as
having complied with the minimum standards for
the operation of tourism facilities and services.
--Implementing Rules and Regulations of RA 9593

10. BACKGROUND ON
STANDARDS DEVELOPMENT

11. PROJECT TIMEFRAME
2010 2011
Oasis Hotel,
San Fernando
City, La Union
Diamond Hotel
Philippines, NCR
Grand Regal
Hotel,
Davao City
Hotel St.
Ellis,
Legaspi City
Raddisson Blu
Hotel, Cebu
City
Asturias Hotel,
Puerto Princesa,
Palawan
Paradise Garden
Resort, Boracay
Island
Holiday Inn
Clark,
Pampanga
MOU with GIZ
• Comparative Study of National
Tourism Standards and Certification
Systems
• Industry Consultation-Workshops
• Hiring of Expert (Geoff Penrose,
Former Executive Director,
Qualmark, New Zealand)
• Focus Group Discussions with
Industry Associations
• Online Review on the draft
Standards
March – July 2011 - PUBLIC
CONSULTATIONS

12. PROJECT TIMEFRAME
2012
June 2012 - Publication of the
National Accommodation Standards
for Hotels, Resorts and Apartment
Hotels (Official Gazette, National
Dailies)

13. PROJECT TIMEFRAME
2012 2013
October 2012 - June 2013 - Series of Orientation Briefings
were made following the Publication

14. The National Accommodation
Standards for Hotels, Resorts
and Apartment Hotels

15. OVERVIEW OF STAR GRADING SCHEME
Categories
• Hotels
• Resorts
• Apartment
Hotels
Dimensions
• Arrival/ departure
• Public areas
• Bedroom
• Bathroom
• Food & beverage
(Lounge/Kitchen)
• Amenities &
services
• Business practices
Stars
• 5 Star
• 4 star
• 3 star
• 2 star
• 1 star

16.  There are five levels of accommodation standards ranging
from one to five stars applicable to hotels, resorts and
apartment hotels.
 To obtain higher stars, progressively higher service and facility
quality, facility condition and improved business practices like
environmental management, which are determined by a points
system should be provided across all areas.
 A total of 1000 points have been set as the maximum number of
points that can be achieved by Hotels, Resorts, and Apartment
Hotels.
FIVE STAR GRADING SYSTEM

17. : 25-40% achievement (251 to 400 points) – These enterprises appeal to
budget minded travellers. There is a limited range of facilities and services.
: 40-55% achievement (401 to 550 points) - These enterprises
appeal to the tourists seeking more than basic accommodation. They offer
expanded facilities and higher level of comfort.
: 55–70% achievement (551 to 700 points) – These enterprises
offer a very good level of accommodation. There are more spacious public
areas, higher quality facilities and a greater range of services.
: 70–85% achievement (701 to 850 points) - These properties
are upscale in all areas. Accommodation is refined and stylish. Service is
responsive, often including an extensive array of facilities.
: 85-100% achievement (851 to 1,000 points) - These
properties reflect the characteristics of luxury and sophistication. The facilities
are world class in every manner and the meticulous service exceeds all guest
expectations.
STAR BANDS FOR HOTELS, RESORTS AND
APARTMENT HOTELS

18. Each dimension consists of a number of indicators which describe either
the existence or availability, quality and condition of the facility as well as
the service.
Every indicator is allotted points. A maximum of 177 indicators are
evaluated in a hotel, 186 for resorts and 196 for apartment hotels.
Accumulation of points determine the grade level.
Quality judgment is used to determine whether a facility or service is
either Unacceptable, Acceptable, Good, Very Good, Excellent or
Outstanding.
Mandatory and minimum requirements have also been established.
Mandatory (M) requirements for entry into the grading scheme and
minimum (m) requirements for entry in grade levels.
DIMENSIONS

19. • Security (1 – 5 Stars)
• Professional security in place 24 hours at
main entry point
• Property and security services designed to
ensure guest safety at all times
• Reception – Service Hours (1 – 2 Stars)
• Reception service available 16 hours
• Luggage Services (1 – 5 Stars)
• Left luggage services available without
dedicated space
• Other Arrival / Departure Aspects
(1 – 5 Stars)
• Guests must be provided with Official
Receipt on departure
• Public Areas – Room Climate (1 – 5 Stars)
– All enclosed public areas are ventilated
or have temperature control initiatives
and maintain a temperature between
20 – 25 degrees year round; except in
areas where elevation is 2,000ft above
sea level
• Bedroom – Accessories and Amenities (1 - 5
Stars)
– Drinking water and one glass per guest
• Bedroom – Cleanliness (1 - 5 Stars)
– All rooms are cleaned daily and all beds
are made daily
– Waste bin provided and emptied daily
• PWD Room (1-5 Stars) – one for every 50 up
to 150 rooms, and 1 for every 100
rooms thereof
MANDATORY “M” REQUIREMENTS

20. • Bathroom (1 – 5 Stars)
• Baths and / or showers with functioning hot
and cold water. Hot water reaches 38 degrees
within 20 seconds
• Toilet system in working order
• Toiletries – Availability (1 – 5 Stars)
• Toilet paper provided
• Food and Beverage – Availability of
Restaurants (1 – 5 Stars)
• Breakfast room available
• Kitchen – Quality of Appliances (1 – 5 Stars)
• Compliance with Health and Sanitation Code of
the Philippines
• Amenities – Guest Services (1 – 3
Stars)
– Room Services availability for
minimum of 12 hours
• Business Practices (1 – 5 Stars)
– Emergency and fire evacuation
procedures are followed and in
place
– Backup generator or emergency
power is available, capable of
providing full power
– Resort meets all current
regulations and legislative
requirements to operate a Resort
(Air pollution, Sanitary Code, Fire
Code, Accessibility Law).
MANDATORY “M” REQUIREMENTS (Continued)

21. • Bedroom – Room Size (including bathroom)
• 1 Star: 16 sq. m
• 2 Star: 18 sq. m
• 3 Star: 20 sq. m
• 4 Star: 25 sq. m plus minimum 2% of rooms are suites
• 5 Star: 30 sq. m plus minimum 5% of rooms are suites
• Bedroom – Accessories and Amenities
• 2 – 5 Stars: In-room compendium with basic information on
emergency contacts
• 3 – 5 Stars: Tea / coffee facilities in room
• Telephone provided in each room with direct dial
• In-room compendium with extended information including
minim bar price list and restaurant menu
• 4 – 5 Stars: In-room compendium with extensive regional
information on what to see and do
MINIMUM “m” REQUIREMENTS

22. • Entrance / Exit & Parking (4 – 5 Stars)
– Valet parking provided
• Reception – Service Hours (3 – 5 Stars)
– Reception service available 24
hours
• Porter Services (3 – 5 Stars)
– Porter Services are available
• Food and Beverage – Availability of
Restaurants
– 3 – 5 Stars: Full service restaurant open 7
days a week (including breakfast)
– 4 – 5 Stars: Additional specialty
restaurant / fine dining
• Amenities – Guest Services
(4 – 5 Stars)
– Room Service 18 – 24 hours
MINIMUM “m” REQUIREMENTS (Continued)

23. 1.4 Entrance / Exit &Parking
(if Applicable, if not tick N/A – do not score 1.4)
6 Minimum 1-5
Driveway is in a sound condition and
free from significant potholes with no
obvious obstructions.
0 M M M M M
7 Minimum 1-5
Driveway entrance is clearly marked and
is visibleat nighttime.
0 M M M M M
8 Minimum 1-5
Clearly designated parking area with
signage that meets the relevant
provisions of the National Building
Code.
0 M M M M M
9
Minimum
4 &5
Valet parking is provided. 3 m m
Dimension 1
Arrival /
Departure
Building
Entrance / Exit and Parking
• To read the complete National Accommodation Standards, visit:
http://accreditationonline.tourism.gov.ph/Standards.aspx

24. Unacceptable
Towels are thin, ripped and in poor
condition, major stains. No bath
mat
0
Acceptable
Towels are thin but clean and in
acceptable condition. Bath mat
or equivalent provided
2
Good
Greater range of towels of average
quality.
4
Very Good
Very good range of towels including
bathmat, face towel, bath towel and
hand towel.
6
Excellent
Excellent range of towels of thick
cotton, 90-100% cotton.
8
Outstanding
Highest, plush range of towels in as new
condition, 100%cotton. Bath sheet
provided
10
Dimension 4
Bathroom
Towels
Quality and Cleanliness
• To read the complete National Accommodation Standards, visit:
http://accreditationonline.tourism.gov.ph/Standards.aspx

25. UNIQUE FEATURES
OF THE
PHILIPPINES STAR
RATING SYSTEM

26. USE OF THIRD PARTY ASSESSORS
(GOVERNMENT & INDUSTRY ASSESSMENT)

27. Front and Back of the House Assessment
(kitchen, safety systems, engineering &
maintenance)

28.  2014 UNWTO Study on Hotel Classification Systems – Accessibility for
guests with reduced mobility is present in only 26% of the criteria
catalogues, demonstrating a lost opportunity to encourage greater
destination accessibility; should be addressed both as a matter of
principle and as a business opportunity
 Aging Population & Estimated 15% of the world population has some
form of disability
INCLUSION OF SOCIAL STANDARDS
(Barrier-Free Tourism / Accessible Tourism features)

29. CONSIDERATION FOR ENVIRONMENTAL
PROTECTION & SUSTAINABILITY
ADB-CIDA Consultants
Feed a k : DOT ahead of the
ga e i i orporati g
environmental standards (only
NZ & Ireland incorporated in
2013, Scotland introducing in
2015)

30. Pre
arrival
• Self assessment
conducted by the
establishment
• Establishment
advised by DoT
approximate date
of visit thru a
Notice of Audit
On
site
•Auditor
conducts on site
visit with DoT
area officer
•Audit Checklist
is completed
•Data is encoded
online
Results
• Review &
Validation
process
• Appeals for Re-
Audits
• Grading is valid
for 2 years
• Periodic
inspections by
oversight
committee
STAGES OF THE STAR GRADING SCHEME

31. EVIDENCE BASED ASSESSMENTS
Assessors Will Use :
1. Measurement devices
2. Documentation review
3. Observation including incognito
4. Discussion
 To determine the existence of an indicator or
 To determine the quality score for an indicator

32. STAR RATING IMPLEMENTATION

33. PROJECT TIMEFRAME
2013
July - September 2013 – AUDITOR SELECTION
July 2013 A ou e e t of the CALL FOR THIRD PARTY
AUDITOR“
• AD Publication in Philippine Daily Inquirer,
Philippine Star, Cebu Daily News, Davao News
• Notice Dissemination to tourism associations
thru DOT Regional Offices
• Word of Mouth
July -
August
2013
Acceptance (online) of Applications of Interested
Applicants thru DOT-AD
Review/Shortlisting of Applications
TOTAL APPLICATIONS RECEIVED: 86
APPLICATIONS
SHORTLISTED: 55 APPLICANTS
TRAINED: 39

34. PROJECT TIMEFRAME
2013
September 2013
(until 1st week of
October)
Interview of Shortlisted Applicants
(Manila, Cebu and Davao)
TOTAL ASSESSORS HIRED: 35
LUZON: 27 VISAYAS: 6 MINDANAO: 2

35. PROJECT TIMEFRAME
2013
October 2013 – ASSESSOR’S TRAINING
Conduct of CAPACITY BUILDING ON QUALITY AUDIT IN THE ACCOMMODATION
SECTOR, a four-day training/seminar of Third Party Assessors and DOT Accreditation
Officers with Mr. Geoff Penrose (in 2 batches) held at Traders Hotel Manila. Special
topics were discussed by selected Resource Speakers from the Accommodation
Establishment Safety and Security Coordinating Council, Inc. and United Architects
of the Philippines. Includes mock audits of identified properties.

36. QUALITY TRAINING
FOR DOT
ACCREDITATION
OFFICERS & THIRD
PARTY ASSESSORS

37. QUALITY TRAINING
FOR DOT
ACCREDITATION
OFFICERS & THIRD
PARTY ASSESSORS

38. QUALITY TRAINING
FOR DOT
ACCREDITATION
OFFICERS & THIRD
PARTY ASSESSORS
Flooring
Furniture
Lighting
Wall Covering

39. QUALITY TRAINING
FOR DOT
ACCREDITATION
OFFICERS & THIRD
PARTY ASSESSORS
SketchUp Room Design
Principles of Design

40. QUALITY TRAINING
FOR DOT
ACCREDITATION
OFFICERS & THIRD
PARTY ASSESSORS
Quality of Cutlery, Crockery, Glassware, etc…
Table Settings

41. QUALITY TRAINING
FOR DOT
ACCREDITATION
OFFICERS & THIRD
PARTY ASSESSORS
Quality Linens
Towels

42. PROJECT TIMEFRAME
DEPLOYMENT OF ASSESSORS
December 2013 – June 2014
2014
Auditors are deployed
nationwide doing incognito
audits and inspection
proper with the DOT Area
Officers.
2015
July 2014 to 2015
Review and Revalidation of
Audit Reports
2013

43. REGIONAL DISTRIBUTION OF THE AUDITED
ESTABLISHMENTS
0
20
40
60
80
100
120
Hotels Resorts Apartment Hotel
Total = 712
112
35
67
27
55 53
40
27
81
106
22
34
25
17
11

44. 28
70
151
219
116
128
0
50
100
150
200
250
Nationwide
5 STAR 4 STAR 3 STAR 2 STAR 1 STAR Not Rated
DISTRIBUTION OF ESTABLISHMENT PER RATING
(as of 15 June 2015)
*Not Rated – Establishments who failed to meet the minimum points and/or minimum room
size to qualify under the Star Rating system, gathered several Unacceptable Rating with
regard to maintenance and cleanliness issues, under review and/or for re-audit

45. PROFILING OF RATED ESTABLISHMENTS:
LUZON EXCEPT NCR
1
19
55
96
61
72
0
20
40
60
80
100
120
Luzon
5 STAR 4 STAR 3 STAR 2 STAR 1 STAR Not Rated

46. PROFILING OF RATED ESTABLISHMENTS:
NCR
16 15
32
21
7
20
0
5
10
15
20
25
30
35
NCR
5 STAR 4 STAR 3 STAR 2 STAR 1 STAR Not Rated

47. PROFILING OF RATED ESTABLISHMENTS:
VISAYAS
2
26
48
64
22 25
0
10
20
30
40
50
60
70
Visayas
5 STAR 4 STAR 3 STAR 2 STAR 1 STAR Not Rated

48. PROFILING OF RATED ESTABLISHMENTS:
MINDANAO
2
5
22
38
27
15
0
5
10
15
20
25
30
35
40
Mindanao
5 STAR 4 STAR 3 STAR 2 STAR 1 STAR Not Rated

50. SUMMARY
This 5 star grading scheme is new to the Philippines
The stars are determined through a review of evidence as
verified on the day of audit
The results are validated to ensure consistency
There are mandatory and minimum requirements
An accumulation of points determines the final grading
result
The success of the scheme will depend on the consistency of
the audit, the skills of the audit team and support from the
industry & other stakeholders

51. WHAT’S NEXT ?
 Official Announcement of Star Rating Results
 Continue Re-Audits, Re-Validation
 Development of Mabuhay Accommodation
Standards (Tourist Inn, Pension House, Motorist
Hotel, Homestay, Bed and Breakfast, Vacation
Home)
 DOT-Accredited Enterprises Media Campaign

52. THANK YOU!