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Table of contents
Introduction
1. Scope
2. Definitions
3. Hotel classification and rating
4. General requirements
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6. Assessment methods
Appendix A on contents and scores of hotel rating
Reference documents
Introduction
The national standard No. TCVN 4391:2015 supersedes the national standard No. TCVN 4391:2009
The national standard No. TCVN 4391:2015 is compiled by the General Department of Tourism, requested by the Ministry of Culture, Sports and Tourism, verified by the Directorate for Standards, Metrology and Quality and declared by the Ministry of Science and Technology
Hotel - Classification
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This standard deals with requirements for hotel rating and does not apply to other tourist accommodation establishments.
This standard can be referred in case of construction, improvement or upgrade of hotels
For the purpose of this document, the terms below shall be construed as follows:
2.1. Hotel
“hotel” mean a tourist accommodation establishment which is built in blocks and ensures the quality of facilities and necessary services for guests.
[Amendment to the definition in section 2.3 of the national standard No. TCVN 9506:2012]
2.2. Resort
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[Amendment to the definition in section 2.3.9 of the national standard No. TCVN 9506:2012]
2.3. Floating hotel
“floating hotel” means a tourist accommodation establishment which can anchor on the water surface and move if necessary and ensure quality of facilities and necessary services for guests.
[Amendment to the definition in section 2.3.7 of the national standard No. TCVN 9506:2012]
2.4. Motel
“motel” means a tourist accommodation establishment which is built in blocks near roads and has parking lots for meeting the needs of tourists using vehicles (motorbikes, cars) for travelling or rest of long-distance tourists and ensure the quality of facilities and necessary services for guests.
[Amendment to the definition in section 2.3.8 of the national standard No. TCVN 9506:2012]
2.5. Hotel room
A hotel room shall have bedroom(s) and restroom(s).
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2.6. Presidential suite
“presidential suite” means a hotel room with the most modern and luxurious equipment, which is spent for heads of states or senior guests.
2.7. Executive floor
Executive lounge
“executive lounge” means a floor or lounge that has the most luxurious bedrooms in a hotel, has separate employee who helps guests to check in and check out quickly and has separate area and equipment for relax, eating and drinking or meeting by its guests.
[Amendment to the definition in section 3.9.4 of the national standard No. TCVN 9506:2012]
2.8. Convention room
“convention room” means a room having more than 100 seats and equipment for large conventions and seminars
[Amendment to the definition in section 3.9.5.1 of the national standard No. TCVN 9506:2012]
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“seminar room” means a room having from 50 to 100 seats and equipment for small conventions and seminars
[Amendment to the definition in section 3.9.5.2 of the national standard No. TCVN 9506:2012]
2.10. Meeting room
“meeting room” means a room having under 50 seats and equipment for group meetings
[Amendment to the definition in section 3.9.5.3 of the national standard No. TCVN 9506:2012]
3. Hotel classification and rating
3.1. Hotel classification
In this document, hotels are classified into 4 categories below according to their properties of business operation:
a) Hotels;
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c) Floating hotels;
d) Motels
3.2. Hotel rating
According to the location, architecture, equipment, services, managers and other employees, security, safety, environmental safety and food safety, hotels shall be classified into 5 ratings: one-star, two-star, three-star, four-star and five-star hotels.
4.1. Location and architecture
- The location is convenient, accessible, hygienic and safe.
- The architecture satisfies business requirements. Service areas are arranged reasonably and conveniently.
- The hotel interior and exterior are designed, arranged and decorated reasonably.
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- Equipment and conveniences of areas and services are sufficient, well-operated and qualified for each rating of hotel.
- The lighting electric system satisfies requirements of each area, provides electricity all day (24/24). There is a backup electric system.
- The water system provides sufficient clean water and water for fire fighting. There are water storage system and drainage system to ensure environmental hygiene.
- The ventilation system works well.
- The communication system is sufficient and works well.
- The fire safety equipment complies with regulations issued by the competent authority.
- Medicine cabinets and first aid medicines are unexpired.
- There are emergency evacuation maps, exit signs and exit lights in the corridors.
- There are signs indicating the rest rooms, office, floor number, room number, etc.)
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Services and quality thereof shall comply with regulations applicable to each respective hotel rating.
4.4. Managers and other employees
The managers and other employees of a hotel satisfy the following requirements:
- They have received training in hotel operation and foreign language and information technology suitable for their positions and class and rating of the hotel.
- They satisfy health requirements and have their health checked up regularly in accordance with regulations of law (certificates issued by the competent authorities are required).
- They wear clothes in accordance with regulations of the hotel and have name badges on their shirts.
4.5. Environmental safety, food safety, security and fire safety.
Regulations on environmental safety, food safety, security and fire safety are complied with.
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Table 1 – Rating requirements
Requirements
One-star hotel
Two-star hotel
Three-star hotel
Four-star hotel
Five-star hotel
1. Location and architecture
1.1 Location
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- Convenient
- Convenient
- Very convenient and accessible
- Beautiful scenery
- Very convenient and accessible
- Beautiful scenery
- Very convenient and accessible
- Beautiful scenery
1.2. Architecture
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- The architecture satisfies business requirements. Service areas are arranged reasonably and conveniently.
- The hotel interior and exterior are designed, arranged and decorated reasonably.
- The hotel entrance is accessible
- The bedroom area is well soundproof
- The architecture satisfies business requirements. Service areas are arranged reasonably and conveniently.
- The hotel interior and exterior are designed, arranged and decorated reasonably.
- The hotel entrance is accessible
- The bedroom area is well soundproof
- The architecture satisfies business requirements. Service areas are arranged reasonably and conveniently.
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- The hotel interior and exterior are designed, arranged and decorated reasonably and elegantly.
- The hotel entrance is accessible
- The bedroom area is well soundproof
- The lobby is roofed (only applicable to hotels).
- Building material have good quality
- There are separate doors for guests and employees
- The architecture satisfies business requirements. Service areas are arranged reasonably and conveniently.
- The hotel architecture is nice.
- The hotel interior and exterior are designed, arranged and decorated reasonably and elegantly.
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- The bedroom area is soundproof
- The lobby is roofed (only applicable to hotels).
- Building material have good quality
- There are separate doors for guests and employees
- There are bedrooms for people with disabilities who use wheelchairs or pushchairs
- The architecture satisfies business requirements. Service areas are arranged reasonably and conveniently.
- The hotel architecture is nice.
- The architecture is unique
- The hotel interior and exterior are designed, arranged and decorated reasonably and elegantly.
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- The hotel room area is well soundproof
- The lobby is roofed (only applicable to hotels).
- Building material have good quality
- The front of the hotel including entrance(s), pavement(s) and small landscape (s) is elegantly designed
- There are separate doors for guests and employees
- There are hotel rooms for people with disabilities who use wheelchairs or pushchairs
- The panorama is designed consistently.
- There are executive floors or lounges (applicable to hotels and resorts)
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Hotel
10
20
50
80
100
Resort
10
15
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60
80
Floating hotel;
10
20
30
50
80
Motel
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20
30
50
80
1.4. Parking lots and internal traffic
a) Parking lots
Hotel
- The parking lot is located inside the hotel or at a maximum distance of 200m from the hotel.
- The parking lot is located inside the hotel or at a maximum distance of 200m from the hotel.
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- The parking lot located inside the hotel is available for guests of 5% of hotel rooms
- The parking lot is located inside the hotel or at a maximum distance of 200m from the hotel.
- The parking lot located inside the hotel is available for guests of 10% of hotel rooms
- The parking lot is located inside the hotel or at a maximum distance of 200m from the hotel.
- The parking lot located inside the hotel is available for guests of 15% of hotel rooms
Resort
- The parking lot located inside the resort is available for guests of 50% of hotel rooms
- The parking lot located inside the resort is available for guests of 50% of hotel rooms
- The parking lot located inside the resort is available for guests of 50% of hotel rooms
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- The parking lot located inside the resort is available for guests of 50% of hotel rooms
- The parking lot located inside the resort is available for guests of 50% of hotel rooms
Motel
- The parking lot located inside the motel is available for all guests
- The parking lot located inside the motel is available for all guests
- The parking lot located inside the motel is available for all guests
- The parking lot located inside the motel is available for all guests
- The parking lot located inside the motel is available for all guests
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- The parking lot is convenient, safe and well ventilated (except for floating hotels)
- The parking lot is convenient, safe and well ventilated (except for floating hotels)
- The parking lot is convenient, safe and well ventilated (except for floating hotels)
- The parking lot is convenient, safe and well ventilated (except for floating hotels)
- The parking lot is convenient, safe and well ventilated (except for floating hotels)
b) Internal traffic
Footpaths and internal traffic
- The footpaths and internal traffic are convenient, safe and well ventilated
- The footpaths and internal traffic are convenient, safe and well ventilated
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- The footpaths and internal traffic are convenient, safe and well ventilated
- The footpaths and internal traffic are convenient, safe and well ventilated
1.5. Lobby
- There is a lobby
- Its area is 10 square meters (except for floating hotels)
- There is a restroom inside or near the lobby.
- There is a separate smoking area.
- There is a lobby
- Its area is 20 square meters (except for floating hotels)
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- There is a separate smoking area.
- There is a lobby
- It’s area is 35 square meters (except for floating hotels)
- Regarding a floating hotel, the area of its lobby is 10 square meters
- There are separate restrooms inside or near the lobby for men and women
- There is a separate smoking area.
- There is a lobby
- It’s area is 60 square meters (except for floating hotels)
- Regarding a floating hotel, the area of the lobby is 20 square meters
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- There is a bar in the lobby (applicable to resorts)
- There is a separate smoking area.
- There is a lobby
- It’s area is 100 square meters (except for floating hotels)
- Regarding a floating hotel, the area of the lobby is 35 square meters
- There are separate restrooms inside the lobby for men and women
- There are restrooms for people with disabilities who use wheelchairs or pushchairs
- There is a bar in the lobby
- There is a separate smoking area.
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- There are gardens and plants (applicable to resorts)
- There are plants in public areas
- There are gardens and plants (applicable to resorts)
- There are plants in public areas
- There are gardens and plants (applicable to resorts)
- There are plants in public areas
- There are gardens and plants (applicable to resorts)
- There are plants in public areas
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1.7. Area of a hotel room (including bedroom(s) and restroom(s), except for floating hotels)
- The area of a single room is 12 m2
- The area of a double room or twin room is 15 m2
- The area of a single room is 15 m2
- The area of a double room or twin room is 17 m2
- The area of a single room is 18 m2
- The area of a double room or twin room is 22 m2
- The area of a single room is 21 m2
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- The area of a suite is 41 m2
- The area of a single room is 24 m2
- The area of a double room or twin room is 32 m2
- The area of a hotel suite is 56 m2
- The area of a presidential suite is 100 m2
1.8. Restaurants and bars
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- There is a restaurant
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- The restaurant shall have a restroom(s) if it is separate from the lobby
- There is a separate smoking area.
- There is a restaurant having bar(s)
- Quantity of seats in the restaurant (s) is equal to 60% of beds in the hotel.
- The restaurant has separate restroom(s) for men and women if it is separate from the lobby
- There is a separate smoking area.
- There is a restaurant which serve European and Asian cuisines
- There is a bar.
- A resort has 2 bars.
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- The restaurant has separate restroom(s) for men and women if it is separate from the lobby
- There is a separate smoking area.
- There are 2 restaurants which serve European and Asian cuisines
- The hotel has 2 bars.
- Quantity of seats in the restaurants is equal to 80% of beds in the hotel.
- The restaurant has separate restroom(s) for men and women if it is separate from the lobby
- There is a separate smoking area.
1.9. Kitchens
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- The kitchen is designed to facilitate the transfer of food to the restaurant
- The area of the kitchen is large enough preparation and processing of food
- The kitchen is well ventilated
- There are measures for preventing harmful animals and insects
- Walls are flat, waterproof and easy to clean.
- The kitchen ceiling is convenient for hygiene and ensure safety
- The kitchen floor is flat, covered by non-slip materials and easy to clean
- The kitchen is designed to facilitate the transfer of food to the restaurant
- The area of the kitchen is large enough for preparation and processing of food
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- There are measures for preventing harmful animals and insects
- Walls are flat, waterproof and easy to clean.
- The kitchen ceiling is convenient for hygiene and ensure safety
- The kitchen floor is flat, covered by non-slip materials and easy to clean
- Preparation areas, heat processing areas and cold processing areas are separate
- The path for transferring wastes is separate and ensures hygiene.
- There are restrooms for kitchen employees which are located outside the kitchen.
- The kitchen is designed to facilitate the transfer of food to the restaurant
- The area of the kitchen is large enough for preparation and processing of food
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- There are measures for preventing harmful animals and insects
- Walls are flat, waterproof and easy to clean.
- The kitchen ceiling is convenient for hygiene and ensure safety
- The kitchen floor is flat, covered by non-slip materials, easy to clean
- There are European kitchens and Asian kitchens.
- There is a bakery
- There is an area for arrangement and division of food
- Food preparation areas, heat processing areas and cold processing areas are separate
- The path for transferring wastes is separate and ensures hygiene.
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- There is an anteroom which ensures the soundproofing, thermal insulation and smellproofing between kitchens and dining rooms
- The kitchen is designed to facilitate the transfer of food to the restaurant
- The area of the kitchen is large enough for preparation and processing of food
- The kitchen is well ventilated
- There are measures for preventing harmful animals and insects
- Walls are flat, waterproof and easy to clean.
- The kitchen ceiling is convenient for hygiene and ensure safety
- The kitchen floor is flat, covered by non-slip materials and easy to clean
- There are European kitchens and Asian kitchens.
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- There is an area for arrangement and division of food
- Food preparation areas, heat processing areas and cold processing areas are separate
- The path for transferring wastes is separate and ensures hygiene.
- There are restrooms for kitchen employees which are located outside the kitchen.
- There is an anteroom which ensures the soundproofing, thermal insulation and smellproofing between kitchens and dining rooms
1.10 Warehouses
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- There is a warehouse for preservation of cooking materials and food
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- There is a warehouse for preservation of cooking materials and food
- There is a warehouse for storage of backup equipment
- There is a warehouse for preservation of cooking materials and food
- There is a warehouse for storage of backup equipment
- There are cold storages for different types of food
- There is a warehouse for preservation of cooking materials and food
- There is a warehouse for storage of backup equipment
- There are cold storages for different types of food
1.11. Convention rooms, seminar rooms and meeting rooms (applicable to hotels)
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- The hotel has a meeting room with 30 seats
- The meeting room shall have separate restroom(s) for men and women if it is separate from the lobby
- The hotel has an anteroom for registration and refreshment
- The hotel has a convention room
- The hotel has a seminar room
- The hotel has a meeting room
- The abovementioned rooms are well-soundproof
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- The hotel has an anteroom for registration and refreshment
- The hotel has a convention room
- The hotel has 2 seminar rooms
- The hotel has 2 meeting rooms
- The abovementioned rooms are well-soundproof
- The abovementioned rooms shall have separate restrooms for men and women if they are separate from the lobby
1.12 Separate areas for officials and employees
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- There is a room service office
- There are offices of the manager and various departments
- There is a room service office
- There is a changing room
- There are separate restrooms for men and women
- There are offices of the manager and various departments
- There is a room service office
- There is a changing room
- There are separate restrooms for men and women
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- There is a dining room
- There are offices of the manager and various departments
- There is a room service office
- There is a changing room
- There are separate restrooms for men and women
- There is a bathroom
- There is a dining room
1.13. Corridors
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Corridors are convenient for walking and ensure safety in case of emergency
Corridors are convenient for walking and ensure safety in case of emergency
Corridors are convenient for walking and ensure safety in case of emergency
Corridors are convenient for walking and ensure safety in case of emergency
2. Equipment and conveniences satisfied the requirements prescribed in section 4.2 and the following specific requirements:
2.1. Quality, arrangement and decoration of equipment
- The quality is quite good
- Arrangement is reasonable
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- The equipment works well
- The quality is quite good
- Arrangement is reasonable
- Colors are harmonious
- The equipment works well
- The quality is good
- Arrangement is reasonable
- Colors are harmonious
- The equipment works well
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- The quality is high
- Arrangement is reasonable
- Colors are harmonious
- The equipment works well
- The equipment is consistent
- Interior decoration is nice
- The quality is high
- Arrangement is reasonable
- Colors are harmonious
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- The equipment is consistent
- Interior decoration is nice
- The equipment is modern and luxurious
- There is art decoration
2.2. Equipment and furniture
In lobbies, restrooms inside lobby and public areas
a) The lobby has the following equipment and furniture:
- Reception desk(s)
- Wifi
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- Computer(s)
- Guest chairs and tables
- Board (s) or screen(s) which specifies service prices and methods of payment
- Board(s) or screen(s) which specifies exchange rates
- Equipment for credit card payment
- Doors which are arranged conveniently
- Places for keeping guests’ belongings and valuable property
a) The lobby has the following equipment and furniture:
- Reception desk(s)
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- Telephone(s)
- Computer(s)
- Guest chairs and tables
- Board(s) or screen(s) which specifies service prices and methods of payment
- A board or screen which specifies exchange rates
- Equipment for credit card payment
- Doors which are arranged conveniently
- Places for keeping guests’ belongings and valuable property
a) The lobby has the following equipment and furniture:
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- Wifi
- Telephone(s)
- Computer(s)
- Guest chairs and tables
- Board(s) or screen(s) which specifies service prices and methods of payment
- Board(s) or screen(s) which specifies exchange rates
- Equipment for credit card payment
- Doors which are arranged conveniently
- Places for keeping guests’ belongings and valuable property
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a) The lobby has the following equipment and furniture:
- Reception desk(s)
- Wifi
- Telephone(s)
- Computer(s)
- Guest chairs and tables
- Board(s) or screen(s) which specifies service prices and methods of payment
- Board(s) or screen(s) which specifies exchange rates
- Equipment for credit card payment
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- Places for keeping guests’ belongings and valuable property
- Pushchairs for people with disabilities
- Newspaper/ magazine shelves or an online newspaper system such as Press Reader
- Desk(s) of information, guest relations and reception assistance such as door men, luggage transfer, clerical work and shuttle bus
a) The lobby has the following equipment and furniture:
- Reception desk(s)
- The reception desk is divided into different desks according to their functions, including:
+ Reservation desk
+ Reception desk
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- Wifi
- Telephone(s)
- Computer(s)
- Guest chairs and tables
- Board(s) or screen(s) which specifies service prices and methods of payment
- Board(s) or screen(s) which specifies exchange rates
- Equipment for credit card payment
- Doors which are arranged conveniently
- Places for keeping guests’ belongings and valuable property
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- Newspaper/ magazine shelves or an online newspaper system such as Press Reader
- Desk(s) of information, guest relations and reception assistance such as door men, luggage transfer, clerical work and shuttle bus
b) restrooms in the lobby and public areas have the following equipment:
- Toilet(s)
- Urinals (in men's restroom)
- Toilet paper
- Sink(s), mirror(s), faucet(s), soap(s)
- Cloth hooks or place(s) for putting bags
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- Ventilation equipment
- Anti-odor floor drains
b)Restrooms in the lobby and public areas have the following equipment:
- Toilet(s)
- Urinals (in men's restroom)
- Toilet paper
- Sink(s), mirror(s), faucet(s), soap(s)
- Cloth hooks or place(s) for putting bags
- Dustbin(s)
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- Anti-odor floor drains
b) Restrooms in the lobby and public areas have the following equipment:
- Toilet(s)
- Bidet shower(s)
- Urinals (in men's restroom)
- Toilet paper
- Sink(s), mirror(s), faucet(s), soap(s)
- Cloth hooks or place(s) for putting bags
- Dustbin(s)
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- Paper towels or towels for hand drying
- Hand dryer(s)
- Anti-odor floor drains
b) Restrooms in the lobby and public areas have the following equipment:
- Toilet(s)
- Bidet shower(s)
- Urinals (in men's restroom)
- Toilet paper
- Sink(s), mirror(s), faucet(s), soap(s)
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- Dustbin(s)
- Ventilation equipment
- Paper towels or towels for hand drying
- Hand dryer(s)
- Anti-odor floor drains
b) Restrooms in the lobby and public areas have the following equipment:
- Toilet(s)
- Bidet shower(s)
- Urinals (in men's restroom)
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- Sink(s), mirror(s), faucet(s), soap(s)
- Cloth hooks or place(s) for putting bags
- Dustbin(s)
- Ventilation equipment
- Paper towels or towels for hand drying
- Hand dryer(s)
- Anti-odor floor drains
Hotel rooms and restrooms therein
a) A hotel room has the following furniture and equipment:
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- Double bed(s) (1,6 m x 2 m)
- Blanket(s) with covers
- Ten-centimeter mattress(es) covered with bedsheets
- Pillows with covers
- Bedside cabinets/shelves(1 beside cabinet/shelf in case of a single room; 2 beside cabinets/shelves in case of a double room and 1 or 2 bedside cabinets/shelves in case of a twin room)
- Bedside lamps
- Telephone(s)
- Wardrobe(s) having clothes hangers
- Wifi
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- Desk lamps (applicable to hotels and resorts)
- Shuttered sockets on desks (applicable to hotels and resorts)
- Briefcases containing the hotel information and instructions such as internal regulations, services and prices thereof, serving time of each service, promotional policies, envelopes, papers and pens (the hotel information may be showed on a screen)
- Curtains
- Sufficient lights
- Drinking tables
- Drinking cups
- Laundry baskets or bags
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- Smoke detector(s)
- Air-conditioners
- Fridge(s) or minibar(s)
- Televisions
- Instructions for use of telephones and televisions
- Shuttered sockets
- Luggage shelves
- Slippers
- Emergency evacuation map(s)
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- Doorbell(s)
- Door latch(es)
a) A hotel room has the following furniture and equipment:
- Single bed(s) (0,9 m x 2 m)
- Double bed(s) (1,6 m x 2 m)
- Blanket(s) with covers
- Ten-centimeter mattress(es) covered with bedsheets
- Pillows with covers
- Bedside cabinets/shelves(1 beside cabinet/shelf in case of a single room; 2 beside cabinets/shelves in case of a double room and 1 or 2 bedside cabinets/shelves in case of a twin room)
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- Telephone(s)
- Wardrobe(s) having clothes hangers
- Wifi
- Desks provided for 50% of hotel rooms (applicable to hotels and resorts)
- Desk lamps (applicable to hotels and resorts)
- Shuttered sockets on desks (applicable to hotels and resorts)
- Briefcases containing the hotel information and instructions such as internal regulations, services and prices thereof, time of provision of each service, promotional policies, envelopes, papers and pens (the hotel information may be showed on a screen)
- Curtains
- Sufficient lights
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- Drinking cups
- Laundry baskets or bags
- Wastebaskets
- Smoke detector(s)
- Air-conditioners
- Fridge(s) or minibar(s)
- The minibar has different types of beverages and snacks
- Televisions
- Instructions for use of telephones and televisions
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- Luggage shelves
- Slippers
- Emergency evacuation map(s)
- Door viewer(s)
- Doorbell(s)
- Door latch(es)
a) A hotel room has the following furniture and equipment:
- Single bed(s) (1 m x 2 m)
- Double bed(s) (1,6 m x 2 m)
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- twenty-centimeter mattress(es) covered with bedsheets
- Pillows with covers
- Bedside cabinets/shelves(1 beside cabinet/shelf in case of a single room; 2 beside cabinets/shelves in case of a double room and 1 or 2 bedside cabinets/shelves in case of a twin room)
- Bedside lamps for all guests
- Bedside shuttered sockets
- Wardrobe(s) having clothes hangers
- Telephone(s)
- Clothes brush(es)
- High-speed wifi
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- Desks provided for 50% of hotel rooms (applicable to hotels and resorts)
- Desk lamps (applicable to hotels and resorts)
- Shuttered sockets on desks (applicable to hotels and resorts)
- Briefcases containing the hotel information and instructions such as internal regulations, services and prices thereof, serving time of each service, promotional policies, envelopes, papers and pens (the hotel information may be showed on a screen)
- Mirror(s)
- Blackout curtains
- Sufficient lights
- Drinking tables
- Drinking cups
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- Wastebaskets
- Smoke detector(s)
- Air-conditioners
- Fridge(s) or minibar(s)
- The minibar has different types of beverages and snacks
- Televisions
- Instructions for use of telephones and televisions
- Shuttered sockets
- Electric water boiler(s)
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- Paper towels or foam for cleaning shoes
- Slippers
- Pictures
- Safes provided for 30% of hotel rooms
- Pockets used for containing needles and threads
- Hair dryer(s)
- Carpet(s) or floorboards (applicable to hotels)
- Emergency evacuation map(s)
- Door viewer(s)
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- Door latch(es)
a) A hotel room has the following furniture and equipment:
- Single bed(s) (1 m x 2 m)
- Double bed(s) (1,6 m x 2 m)
- Blanket(s) with covers
- twenty-centimeter mattress(es) covered with bedsheets
- Bed(s) for people with disabilities (1.8m x2m)
- Pillows with covers
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- Remote controls of electric equipment which are put in the bedside cabinet
- Bedside lamps for all guests
- Whose brightness is adjustable
- Bedside shuttered sockets
- Telephone(s)
- Wardrobe(s) having clothes hangers
- Various hangers for hanging different types of clothes
- Clothes brush(es)
- High-speed wifi
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- Desks provided for all hotel rooms (applicable to hotels and resorts)
- Desk lamps (applicable to hotels and resorts)
- Shuttered sockets on desks (applicable to hotels and resorts)
- Briefcases containing the hotel information and instructions such as internal regulations, services and prices thereof, serving time of each service, promotional policies, envelopes, papers and pens (the hotel information may be showed on a screen)
- Mirror(s)
- Full-length mirror(s)
- Blackout curtains
- Sufficient lights
- Drinking tables
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- Tea/coffee cups
- Bottle opener(s)/ corkscrew(s)
- Tissue box(es)
- Fruit eating utensils
- Laundry baskets or bags
- Wastebaskets
- Smoke detector(s)
- Sprinkler(s)
- Air-conditioners
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- The minibar which has different types of beverages and snacks
- Television(s)
- Television(s) in the living room (applicable to hotel suites)
- Instructions for use of telephones and televisions
- Shuttered sockets
- Luggage shelves
- Paper towels or foam used for cleaning shoes
- Slippers
- Electric water boiler(s)
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- Safes provided for 80% of hotel rooms
- Pockets used for containing needles and threads
- Hair dryer(s)
- Carpet(s) or floorboards (applicable to hotels)
- Emergency evacuation map(s)
- Door viewer(s)
- Doorbell(s)
- Door latch(es)
- Keycard lock(s)
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a) A hotel room has the following furniture and equipment:
- Single bed(s) (1,2 m x 2 m)
- Double bed(s) (1,6 m x 2 m)
- Blanket(s) with covers
- twenty-centimeter mattress(es) covered with bedsheets
- Bed(s) for people with disabilities (1.8m x2m)
- Pillows with covers
- Bedside cabinets/shelves(1 beside cabinet/shelf in case of a single room; 2 beside cabinets/shelves in case of a double room and 1 or 2 bedside cabinets/shelves in case of a twin room)
- Remote controls of electric equipment which are put in the bedside cabinet
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- Bedside shuttered sockets
- Telephone(s)
- Wardrobe(s) having clothes hangers
- Various hangers for hanging different types of clothes
- Clothes brush(es)
- High-speed wifi
- High-speed cable internet
- Desks provided for all hotel rooms (applicable to hotels and resorts)
- Desk lamps (applicable to hotels and resorts)
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- Briefcases containing the hotel information and instructions such as internal regulations, services and prices thereof, serving time of each service, promotional policies, envelopes, papers and pens (the hotel information may be showed on a screen)
- Mirror(s)
- Full-length mirror(s)
- Blackout curtains
- Sufficient lights
- Drinking tables
- Drinking cups
- Tea/coffee cups
- Bottle opener(s)/ corkscrew(s)
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- Fruit eating utensils
- Laundry baskets or bags
- Wastebaskets
- Smoke detector(s)
- Sprinkler(s)
- Air-conditioners
- Fridge(s) or minibar(s)
- The minibar which has different types of beverages and snacks
- Televisions
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- Instructions for use of telephones and televisions
- Shuttered sockets
- Luggage shelves
- Paper towels or foam for cleaning shoes
- Slippers
- Pictures
- Electric water boiler(s)
- Safes provided for all hotel rooms
- Pockets used for containing needles and threads
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- Iron(s) and ironing board(s)
- Carpet(s) or floorboards (applicable to hotels)
- Emergency evacuation map(s)
- Door viewer(s)
- Doorbell(s)
- Door latch(es)
- Keycard lock(s)
- Swinging door(s)
- The presidential suite has bed(s) (2.2 m x 2.2 m)
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b) A restroom in the hotel room has:
- Walls made of waterproof materials
- Floor covered by anti-slip materials
- Shuttered sockets
- Sink(s)
- Mirror(s)
- Mirror lights
- Ceiling lights
- Faucet(s)
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- Shower(s)
- Clothes hangers
- Towel racks for different types of towels
- Toilet(s)
- Bidet shower(s)
- Toilet paper
- Dustbin(s)
- Ventilation equipment
- Utensils for a guest including cup(s), soap(s), washcloth(s), bath towel(s), toothbrush(es), toothpaste(s) and shampoo
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b) A restroom in the hotel room has:
- Walls made of waterproof materials
- Floor covered by anti-slip materials
- Shuttered sockets
- Sink(s)
- Mirror(s)
- Mirror lights
- Ceiling light(s)
- Faucet(s)
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- Shower(s)
- Clothes hangers
- Towel racks for different types of towels
- Toilet(s)
- Bidet shower(s)
- Toilet paper
- Dustbin(s)
- Ventilation equipment
- Utensils for a guest including cup(s), soap(s), washcloth(s), bath towel(s), toothbrush(es), toothpaste(s) and shampoo
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b) A restroom in the hotel room has:
- Walls made of waterproof materials
- Floor covered by anti-slip materials
- Shuttered sockets
- Sink(s)
- Sink platform(s)
- Mirror(s)
- Mirror lights
- Ceiling light(s)
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- Hot water
- Shower(s)
- Clothes hangers
- Towel racks for different types of towels
- Toilet(s)
- Bidet shower(s)
- Toilet paper
- Dustbin(s)
- Ventilation equipment
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- Floor mat(s)
- Telephone (s) connected with those in the hotel room
- 80% of hotel rooms have showers or bathtubs with blinds
- Anti-odor floor drains
b) A restroom in the hotel room has:
- Walls made of waterproof materials
- Floor covered by anti-slip materials
- Shuttered sockets
- Sink(s)
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- Mirror(s)
- Mirror lights
- Ceiling light(s)
- Faucet(s)
- Hot water
- Shower(s)
- Rain shower system(s)
- Clothes hangers
- Towel racks for different types of towels
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- Bidet shower(s)
- Toilet paper
- Dustbin(s)
- Ventilation equipment
- Utensils for a guest including cup(s), soap(s), washcloth(s), bath towel(s), hand towel(s) toothbrush(es), toothpaste(s), shower cap(s), makeup remover cotton pads, cotton swabs, shampoo, shower gel, conditioner, lotion and bathrobe(s)
- Bath salts
- Floor mat(s)
- Telephone (s) connected with those in the hotel room
- All hotel rooms have showers or bathtubs with blinds
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- Anti-odor floor drains
b) A restroom in the hotel room has:
- Walls made of waterproof materials
- Floor covered by anti-slip materials
- Shuttered sockets
- Sink(s)
- Sink platform(s)
- Mirror(s)
- Mirror lights
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- Faucet(s)
- Hot water
- Shower(s)
- Rain shower system(s)
- Clothes hangers
- Towel racks for different types of towels
- Toilet(s)
- Bidet shower(s)
- Toilet paper
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- Ventilation equipment
- Utensils for a guest including cup(s), soap(s), washcloth(s), bath towel(s), hand towel(s) toothbrush(es), toothpaste(s), shower cap(s), makeup remover cotton pads, cotton swabs, shampoo, shower gel, conditioner(s), lotion(s) and bathrobe(s)
- Bath salts
- Floor mat(s)
- Telephone (s) connected with those in the hotel room
- All hotel rooms have showers or bathtubs with blinds and 30% of them have both abovementioned types.
- Clothes line(s)
- Personal health scale(s)
- Anti-odor floor drains
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- Jacuzzi bathtubs
- Curved mirror(s)
A meeting room, seminar room or convention room has the following furniture (applicable to hotels)
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- Tables, chairs, microphone(s) and different types of electric lights
- Projector(s) and projection screen(s)
- Equipment for the meeting
- Emergency evacuation map(s), exit signs and exit lights.
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- A good ventilation system
- Cameras installed in the meeting room
- Carpet(s) in the meeting room
- Tables, chairs, microphone(s) and different types of electric lights
- Projector(s) and projection screen(s)
- Equipment for meetings
- Equipment for seminars
- Equipment for conventions
- Emergency evacuation map(s), exit signs and exit lights.
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- Good ventilation system(s)
- Cameras installed in the meeting room
- Cameras installed in the seminar room
- Cameras installed in the convention room
- Carpet(s) in the meeting room
- Carpet(s) in the seminar room
- Carpet(s) in the convention room
- Tables, chairs, microphone(s) and different types of electric lights
- Projector(s) and projection screen(s)
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- Equipment for seminars
- Equipment for conventions
- Emergency evacuation map(s), exit signs and exit lights.
- Air-conditioners
- Good ventilation system (s)
- Cameras installed in the meeting room
- Cameras installed in the seminar room
- Cameras installed in the convention room
- Carpet(s) in the meeting room
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- Carpet(s) in the convention room
- A aesthetic lighting system whose brightness is adjustable
Furniture and equipment in a restaurant, bar or kitchen
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- Tables and chairs
- Tableware and cabinets thereof
- Waterproof tables for division, preparation and processing of food
- Equipment for processing food and beverage
- Sink(s) used for washing the tableware
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- Equipment and detergents used for sanitation
- Dustbin(s)
- Good lighting system(s)
- Good ventilation system(s)
- Different types of fridges for food reservation
- Emergency evacuation map(s), exit sign(s) and exit lights.
- Tables and chairs
- Tableware and cabinets thereof
- Waterproof tables for division, preparation and processing of food
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- Equipment for buffets
- Equipment for eating in the hotel room
- Sink(s) used for washing the tableware
- Separate sinks for preparation and processing of food
- Submersible drainage system(s)
- Equipment and detergents used for sanitation
- Dustbin(s)
- Good lighting system(s)
- Good ventilation system(s)
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- Emergency evacuation map(s), exit sign(s) and exit lights.
- Waste filtering equipment and grease trap(s)
- Functional odor control system(s)
- Air-conditioners installed in the restaurant
- Tables and chairs
- Tableware and cabinets thereof
- Waterproof tables for division, preparation and processing of food
- Equipment for processing food and beverage
- Banquet catering equipment
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- Equipment for eating in the hotel room
- Equipment for eating and drinking by employees
- Bakery equipment
- Equipment for cold processing
- Sink(s) used for washing the tableware
- Separate sinks for preparation and processing of food
- Submersible drainage system(s)
- Equipment and detergents used for sanitation
- Dustbin(s)
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- Good ventilation system(s)
- Different types of fridges for food reservation
- Emergency evacuation map(s), exit sign(s) and exit lights.
- Waste filtering equipment and grease trap(s)
- Functional odor control system(s)
- Air-conditioners installed in the restaurant
- Tables and chairs
- Tableware and cabinets thereof
- Waterproof tables for division, preparation and processing of food
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- Banquet catering equipment
- Buffet equipment
- Equipment for eating in the hotel room
- Equipment for eating and drinking by employees
- Bakery equipment
- Equipment for cold processing
- Sink(s) used for washing the tableware
- Separate sinks for preparation and processing of food
- Submersible drainage system(s)
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- Dustbin(s)
- Good lighting system(s)
- Good ventilation system(s)
- Different types of fridges for food reservation
- Emergency evacuation map(s), exit sign(s) and exit lights.
- Waste filtering equipment and grease trap(s)
- Functional odor control system(s)
- Air-conditioners installed in the restaurant
- Carpet(s) in the restaurant (applicable to hotels)
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- Iron(s) and ironing board(s)
- Washing machine(s)
- Iron(s) and ironing board(s)
- Washing machine(s)
- Iron(s) and ironing board(s)
- Washing machine(s)
- Dryer(s)
- Iron(s) and ironing board(s)
- Washing machine(s)
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- Modern laundry equipment
- Iron(s) and ironing board(s)
- Washing machine(s)
- Dryer(s)
- Modern laundry equipment
2.3. Corridors and stairs
- Emergency evacuation map(s) and exit sign(s)
- Exit lights in the corridors.
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- Emergency evacuation map(s) and exit sign(s)
- Exit lights in the corridors.
- Signs indicating the rest rooms, offices, floor number, room number, etc.)
- Emergency evacuation map(s) and exit sign(s)
- Exit lights in the corridors.
- Signs indicating the rest rooms, offices, floor number, room number, etc.)
- Fireproof emergency exit door(s)
- Emergency evacuation map(s) and exit sign(s)
- Exit lights in the corridors.
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- Fireproof emergency exit door(s)
- Carpet(s) covering corridors of the hotel room (applicable to hotels)
- Carpet(s) covering corridors of the convention and seminar rooms (applicable to hotels)
- Carpet(s) covering stairs in service areas (applicable to hotels)
- Emergency evacuation map(s) and exit sign(s)
- Exit lights in the corridors.
- Signs indicating the rest rooms, offices, floor number, room number, etc.)
- Fireproof emergency exit(s)
- Carpet(s) covering corridors of the hotel room (applicable to hotels)
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- Carpet(s) covering stairs in service areas (applicable to hotels)
2.4. Ventilation and air-conditioning system
- The ventilation is ensured
- The ventilation system works well.
- There is natural ventilation
- The ventilation is ensured
- The ventilation system works well.
- There is natural ventilation
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- The ventilation system works well.
- Air conditioners are installed in service areas
- There is natural ventilation
- The ventilation is ensured
- The ventilation system works well.
- Air conditioners are installed in service areas
- There is natural ventilation
- The ventilation is ensured
- The ventilation system works well.
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- There is natural ventilation
2.5. Water filtration systems
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- The water is filtered and able to be drunk directly from the faucet(s)
2.6. Elevators (except for floating hotels)
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- The hotel having at least 4 floors (including ground-floor) has elevator(s)
- The hotel having at least 3 floors (including ground-floor) has elevator(s)
- The hotel having at least 3 floors (including ground-floor) has elevator(s)
- Freight elevator(s)
- Employees elevator(s)
- The hotel having at least 3 floors (including ground-floor) has elevator(s)
- Freight elevator(s)
- Employees elevator(s)
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3. Services and quality thereof
3.1 Service quality
- There is a process of service provision by the hotel
- Services are provided according to the professional techniques and procedures
- Employees are friendly
- There is a process of service provision by the hotel
- Services are provided according to the professional techniques and procedures
- Employees are friendly
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- Services are provided according to the professional techniques and procedures
- Employees are well qualified
- Employees are friendly
- Employees are agile, enthusiastic are thoughtful
- There is a process of provision of services by the hotel
- Services are provided according to the professional techniques and procedures
- Employees are well qualified
- Services are provided professionally
- Employees are friendly
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- Different departments cooperate in providing services for guests
- There is a process of provision of services by the hotel
- Services are provided according to the professional techniques and procedures
- The service quality is excellent
- Employees are well qualified
- Services are provided professionally
- Services are provided for butlers professionally
- Employees are friendly
- Employees are agile, enthusiastic are thoughtful
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3.2 Hotel housekeeping
- Housekeepers works 12 hours per day
- The hotel room is cleaned once a day.
- Covers of blankets, mattresses pillows are changed once every three days or at the request of guests after they check out.
- Washcloths and bath towels are changed once a day or at the request of guests after they check out.
- There are instructions on environmental safety in the bedroom and restroom
- Housekeepers works 12 hours per day
- The hotel room is cleaned once a day.
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- Washcloths and bath towels are changed once a day or at the request of guests after they check out.
- There are instructions on environmental safety in the bedroom and restroom
- Housekeepers works the whole day
- The hotel room is cleaned once a day.
- Covers of blankets, mattresses pillows are changed once a day or at the request of guests after they check out.
- Washcloths and bath towels are changed once a day or at the request of guests after they check out.
- There are instructions on environmental safety in the bedroom and restroom
- Free tea, coffee, sugar and small milk bags are put in the hotel room
- Housekeepers works the whole day
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- Covers of blankets, mattresses pillows are changed once a day or at the request of guests after they check out.
- Washcloths and bath towels are changed once a day or at the request of guests after they check out.
- There are instructions on environmental safety in the bedroom and restroom
- Free tea, coffee, sugar and small milk bags are put in the hotel room
- The hotel room is decorated and arranged in the evening
- The hotel’s fruits, pies or processed products are brought out when there are guests
- Housekeepers works the whole day
- The hotel room is cleaned once a day.
- Covers of blankets, mattresses pillows are changed once a day or at the request of guests after they check out.
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- There are instructions on environmental safety in the bedroom and restroom
- Free tea, coffee, sugar and small milk bags are put in the hotel room
- The hotel room is decorated and arranged in the evening
- The hotel’s fruits, pies or processed products are brought out when there are guests
- At least a type of newspaper or an online newspaper system is provided in the hotel room
- An executive floor or lounge has:
+ Dining room(s)
+ Office services
+ Separate reception services
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+ Free information, newspapers and magazines
3.3 Food and beverage services
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- Breakfasts
- Lunches and dinners
- Simple and easily-processed food and beverage
- Food and beverage served from 6 AM to 10 PM or from 6 AM to 12AM in case of resorts
- Breakfasts
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- Simple and easily-processed food and beverage
- Various food and beverage with good quality
- Breakfast buffets
- Food and beverage for parties
- Food and beverage served in the hotel rooms
- Food and beverage are served from 6AM to 12AM
- Breakfasts
- Lunches and dinners
- Simple and easily-processed food and beverage
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- Breakfast buffets
- Food and beverage for parties
- Food and beverage are served in the hotel rooms
- Various food and beverage with high quality
- Food and beverage are served the whole day.
- Breakfasts
- Lunches and dinners
- Simple and easily-processed food and beverage
- Various food and beverage with good quality
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- Food and beverage for parties
- Food and beverage are served in the hotel rooms
- Various food and beverage with high quality
- Luxury wines, food and beverages.
3.4 Other services
- 24/24 reception and security services
- Keeping guest's money and belongings in the reception desk
- Luggage keeping
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- Telephone(s)
- Awaking guests
- Transfer of guests’ luggage
- Medical services
- Medicine cabinets and unexpired first aid medicines.
- Rescue (applicable to hotels having private beaches or water sports)
- Swimming pool(s) for adults, which has depth instructions, employees, towels and beach chairs (applicable to resorts)
- Laundry services
- 24/24 reception and security services
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- Luggage keeping
- Payment in cash or other methods
- Telephone(s)
- Awaking guests
- Transfer of guests’ luggage
- Medical services
- Medicine cabinets and unexpired first aid medicines.
- Rescue (applicable to hotels having private beaches or water sports)
- Swimming pool(s) for adults, which has depth instructions, employees, towels and beach chairs (applicable to resorts)
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- 24/24h reception and security services
- Keeping guests’ money and belongings at the reception desk
- Luggage keeping
- Payment in cash or other methods
- Telephone(s)
- Awaking guests
- Transfer of guests’ luggage
- Medical services
- Medicine cabinets and unexpired first aid medicines.
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- Swimming pool(s) for adults, which has depth instructions, employees, towels and beach chairs (applicable to resorts)
- Office services
- Sales service (souvenir shops, groceries)
- Exchange of foreign currency
- Booking and buying tickets for transportation or sightseeing
- Meeting services
- Entertainment services
- Laundry services
- Dry laundry, steam ironing
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- Keeping guests’ money and belongings at the reception desk
- Luggage keeping
- Payment in cash or other methods
- Telephone(s)
- Awaking guests
- Transfer of guests’ luggage
- Medical services
- Medicine cabinets and unexpired first aid medicines.
- Medical services with employees on duty
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- Sales service (shops and souvenir shops)
- Exchange of foreign currency
- Booking and buying tickets for transportation or sightseeing
- Laundry services
- Dry laundry, steam ironing
- Immediate laundry
- Meeting services
- Seminar and convention services
- Gymnasia
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- Steam service
- Massage service
- Swimming pool(s) for adults, which has depth instructions, employees, towels and beach chairs (applicable to hotels and resorts) (2)
- Rescue (applicable to hotels having private beaches or water sports)
- Entertainment services
- Nightclub(s) (applying to resorts)
- Translation services
- Music played in public areas
- Beauty care
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- 24/24 reception and security services
- Keeping guests’ money and belongings at the reception desk
- Luggage keeping
- Payment in cash or other methods
- Telephone(s)
- Awaking guests
- Transfer of guests’ luggage
- Medical services
- Medicine cabinets and unexpired first aid medicines.
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- Office services
- Sales service (shops and souvenir shops)
- Exchange of foreign currency
- Booking and buying tickets for transportation or sightseeing
- Laundry services
- Dry laundry, steam ironing
- Immediate laundry
- Meeting services
- Seminar and convention services
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- Libraries
- Steam service
- Massage service
- Swimming pool(s) for adults, which has depth instructions, employees, towels and beach chairs (applicable to hotels and resorts)
- Swimming pool(s) for children, which has depth instructions, employees, towels and beach chairs (applicable to hotels and resorts)
- Rescue service
- Entertainment services
- Nightclub(s)
- Translation services
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- Beauty care
- Services provided for people with disabilities
- Babysitting
- Outdoor sports: tennis, golf or other outdoor sports (applicable to resorts)
4. Managers and employees
4.1 Professional qualifications and foreign language proficiency
a) The manager:
- Has an associate degree in tourism or a national tourism certificate or has received the training in tourism accommodation management
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- Has an associate degree in tourism or a national tourism certificate or has received the training in tourism accommodation management
- Has one year’s experience
a) The manager:
- Has a college degree in tourism or has received training in tourism accommodation management in case of degree in another area
- Has two years’ experience
- Is proficient in a common language equivalent to level 3 of Vietnam language proficiency framework(3)
a) The manager:
- Has a bachelor degree in tourism or has received training in tourism accommodation management if he/she obtains a bachelor degree in another area
- Has two years’ experience
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a) The manager:
- Has a bachelor degree in tourism or has received training in tourism accommodation management if he/she obtains a bachelor degree in another area
- Has three years’ experience
- Is proficient in a common language equivalent to level 4 of Vietnam language proficiency framework(3)
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c)The serving employees
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The front desk clerks:
- are proficient in a common language equivalent to level 1 of Vietnam language proficiency framework(3)
- Have computer skills
b) Each department manager:
- Has certificate of primary vocational training related to receptionist, housekeeper or waiter/waitress or has received training in hotel operation if he/she fails to obtain the abovementioned certificate.
- Has one year’s experience
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The reception manager is proficient in a common language equivalent to level 2 of the Vietnam language proficiency framework(3)
c)
The serving employees
- 20% of the serving employees obtain vocational training certificates
- 80% of the serving employees have been provided with training in hotel operation
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- are proficient in a common language equivalent to level 3 of the Vietnam language proficiency framework(3)
- Have computer skills
b) Each department manager:
- Has a associate degree in receptionist, hotel housekeeper, waiter/waitress bar or kitchen employees or a national vocational training certificate
- Has two years’ experience
- is good at computer skills
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- The reception manager is proficient in a common language equivalent to level 2 of the Vietnam language proficiency framework(3)
c) The serving employees
- 50% of the serving employees obtain vocational training certificates
- 50% of the serving employees have been provided with training in hotel operation
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- The restaurant employees are proficient in a common language equivalent to level 2 of the Vietnam language proficiency framework(3)
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The front desk clerks:
- Are proficient in a common language equivalent to level 3 of the Vietnam language proficiency framework(3)
- Are good at computer skills
b) Each department manager:
- Has a college degree in receptionist, housekeepers, bar staff or kitchen staff or a national vocational training certificate
- Has two years’ experience
- Is good at computer skills
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- The reception manager is proficient in a common language equivalent to level 4 of the Vietnam language proficiency framework(3)
c) The serving employees
- 70% of the serving employees obtain vocational training certificates
- 30% of the serving employees have been provided with training in hotel operation
- They have computer skills (except for housekeepers and bar staffs)
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- Are proficient in a common language equivalent to level 2 of the Vietnam language proficiency framework(3) , and
- At least one of them can use another foreign language equivalent to level 2 of the Vietnam language proficiency framework(3)
The
front desk clerks:
- Are proficient in a common language equivalent to level 4 of the Vietnam language proficiency framework(3)
- Are good at computer skills
b) Each department manager:
- Has a college degree in receptionist, housekeepers, waiter/waitress, bar staffs or kitchen employees) or a national vocational training certificate
- Has three years’ experience
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The restaurant manager is proficient in a common language equivalent to level 4 of the Vietnam language proficiency framework(3)
- The reception manager is proficient in a common language equivalent to level 4 of the Vietnam language proficiency framework(3)
c)
The serving employees
- 70% of the serving employees obtain vocational training certificates
- 30% of the serving employees have been provided with training in hotel operation
- They have computer skills (except for housekeepers and bar staffs)
The employees who directly provide services for guests:
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- At least one of them can use another foreign language equivalent to level 3 of the Vietnam language proficiency framework(3)
The front desk clerks:
- Are proficient in a common language equivalent to level 4 of the Vietnam language proficiency framework(3)
- Are good at computer skills
4.2. Clothes
- Hotel managers and employees wear clothes in accordance with regulations of the hotel and have name badges on their shirts.
- Hotel managers and employees wear clothes in accordance with regulations of the hotel and have name badges on their shirts.
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- The designs of clothes are nice and suitable for their positions and tasks
- Colors are harmonious and convenient
- Hotel managers and employees wear clothes in accordance with regulations of the hotel and have name badges on their shirts.
- The designs of clothes are nice and suitable for their positions and tasks
- Colors are harmonious and convenient
- Clothing materials are good and suitable for working conditions
- The clothes express the particular style of the hotel
- Hotel managers and employees wear clothes in accordance with regulations of the hotel and have name badges on their shirts.
- The designs of clothes are nice and suitable for their positions and tasks
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- Clothing materials are good and suitable for working conditions
- The clothes express the particular style of the hotel
- Working clothes are laundered by the hotel
5. Environmental safety, food safety, security and fire safety.
5.1 Environmental safety
- The hotel complies with regulations on environmental protection
- The hotel obtains a certificate, label or title of environmental safety and sustainable development
- The hotel interior and exterior are cleaned
...
...
...
- There are effective methods for saving electricity
- Natural lighting
- The hotel complies with regulations on environmental protection
- The hotel obtains a certificate, label or title of environmental protection and sustainable development
- The hotel interior and exterior are cleaned
- Wastes are classified into organic and inorganic wastes at their generation places
- There are methods for reducing noises
- Wastes from the kitchen are frequently collected or hygienically stored.
- All restrooms have good drainage systems and have no bad odors
...
...
...
- Natural lighting
- The hotel complies with regulations on environmental protection
- The hotel obtains a certificate, label or title of environmental safety and sustainable development
- The hotel interior and exterior are cleaned
- All restrooms have good drainage systems and have no bad odors
- Wastes are classified into organic and inorganic wastes at their production places
- There are methods for reducing noises
- Wastes from the kitchen are frequently collected or hygienically stored.
- There are part-time employees in charge of environmental safety and management
...
...
...
- There are effective methods for saving electricity
- Natural lighting
- The hotel complies with regulations on environmental protection
- The hotel obtains a certificate, label or title of environmental safety and sustainable development
- The hotel interior and exterior are cleaned
- All restrooms have good drainage systems and have no bad odors
- Wastes are classified into organic and inorganic wastes at their production places
- There are methods for reducing noises
- Wastes from the kitchen are frequently collected or hygienically stored.
...
...
...
- Eco-friendly materials and products are used
- There are effective methods for saving electricity
- Natural lighting
- The hotel complies with regulations on environmental protection
- The hotel obtains a certificate, label or title of environmental protection and sustainable development
- The hotel interior and exterior are cleaned
- All restrooms have good drainage systems and have no bad odors
- Wastes are classified into organic and inorganic wastes at their production places
- There are methods for reducing noise
...
...
...
- There are part-time employees in charge of environmental safety and management
- There are full-time employees in charge of environmental safety and management
- Eco-friendly materials and products are used
- There are effective methods for saving electricity
- Natural lighting
5.2. Food safety
-
- Regulations on food safety are complied with
...
...
...
- Regulations on food safety are complied with
- Regulations on food safety are complied with
5.3. Security and fire safety.
- Regulations on security and fire safety are complied with.
- Regulations on security and fire safety are complied with.
- Regulations on security and fire safety are complied with.
- Cameras are installed in public areas such as corridors of hotel rooms, lobby, restaurants, etc.
- Regulations on security and fire safety are complied with.
...
...
...
- Regulations on security and fire safety are complied with.
- Cameras are installed in public areas such as corridors of hotel rooms, lobby, restaurants, etc.
Notes:
(1) Scale regulations are not applied to the hotels which have special architecture such as castles, palaces and ancient houses or located in places where cultural and historical values should be protected
(2) A four-star hotel which has good facilities, sufficient and high-quality services and is luxurious is not required to comply with regulations related to pools if it is located in an urban area or a place where construction height is limited.
6.1. Assessment principles
- Requirements of hotel rating shall be scored as follows:
...
...
...
+ Score of 1 shall be given to the optional requirements of the respective hotel rating.
6.2. Contents and scores of hotel rating.
Contents and scores of hotel rating are specified in Appendix A
6.3. The total minimum point of each hotel type and rating
6.3.1. Hotels
- A one-star hotel shall meet all compulsory requirements (98 requirements) and 75% of optional requirements (35/47 points) for one-star hotels.
- A two-star hotel shall meet all compulsory requirements (138 requirements) and 80% of optional requirements (40/50 points) for two-star hotels.
- A three-star hotel shall meet all compulsory requirements (197 requirements) and 80% of optional requirements (51/64 points) for three-star hotels.
- A four-star hotel shall meet all compulsory requirements (257 requirements) and 80% of optional requirements (62/77 points) for four-star hotels.
...
...
...
6.3.2. Resorts
- A one-star resort shall meet all compulsory requirements (97 requirements) and 75% of optional requirements (35/46 points) for one-star resorts.
- A two-star resort shall meet all compulsory requirements (137 requirements) and 80% of optional requirements (40/50 points) for two-star resorts.
- A three-star resort shall meet all compulsory requirements (184 requirements) and 80% of optional requirements (54/67 points) for three-star resorts.
- A four-star resort shall meet all compulsory requirements (239 requirements) and 80% of optional requirements (55/69 points) for four-star resorts.
- A five-star resort shall meet all compulsory requirements (270 requirements) and 80% of optional requirements (54/67 points) for five-star resorts.
6.3.3. Floating hotels
- A one-star floating hotel shall meet all compulsory requirements (95 requirements) and 75% of optional requirements (31/41 points) for one-star floating hotels.
- A two-star floating hotel shall meet all compulsory requirements (135 requirements) and 80% of optional requirements (34/43 points) for two-star floating hotels.
...
...
...
- A four-star floating hotel shall meet all compulsory requirements (231 requirements) and 80% of optional requirements (49/61 points) for four-star floating hotels.
- A five-star floating hotel shall meet all compulsory requirements (258 requirements) and 80% of optional requirements (42/53 points) for four-star floating hotels.
6.3.4 Motels
- A one-star motel shall meet all compulsory requirements (99 requirements) and 75% of optional requirements (32/43 points) for one-star motels.
- A two-star motel shall meet all compulsory requirements (139 requirements) and 80% of optional requirements (37/46 points) for two-star motels.
- A three-star motel shall meet all compulsory requirements (187 requirements) and 80% of optional requirements (47/59 points) for three-star motels.
- A four-star motel shall meet all compulsory requirements (238 requirements) and 80% of optional requirements (52/65 points) for four-star motels.
- A five-star motel shall meet all compulsory requirements (266 requirements) and 80% of optional requirements (46/58 points) for five-star motels.
...
...
...
Contents and scores of hotel rating
Requirements
Hotel categories
Star rating
Scoring
Mark “X” is given to the requirement with (*)
Score of 1 is given to the requirement without (*)
...
...
...
1.1 Location
- Convenient
H, R, M, F
...
...
...
- Very convenient and accessible
H, R, M, F
3, 4, 5
- Scenery and environment are nice
H, R, M, F
...
...
...
1.2. Architecture
- The architecture satisfies business requirements. Service areas are arranged reasonably and conveniently.
H, R, M, F
...
...
...
- The architecture is nice
H, R, M, F
3(*), 4(*), 5(*)
- The architecture is unique
H, R, M, F
...
...
...
- The panorama is designed consistently.
H, R, M, F
5(*)
- The hotel interior and exterior are designed, arranged and decorated reasonably.
H, R, M, F
...
...
...
- The hotel interior and exterior are designed, arranged and decorated reasonably and elegantly. Building materials have good quality
H, R, M, F
3(*), 4(*), 5(*)
- The front of the hotel including entrance(s), pavement(s) and small landscape (s) is elegantly designed
H, R
...
...
...
- The lobby is roofed.
H
3, 4(*), 5(*)
- There are separate doors for guests and employees
H, R, M, F
...
...
...
- The hotel entrance is accessible
H, R, M, F
1, 2, 3, 4
R
5
...
...
...
H, M, F
5(*)
- There are bedrooms for people with disabilities who use wheelchairs or pushchairs
H, R, M, F
4(*), 5(*)
...
...
...
- There are executive floors or lounges
H
5(*)
R
5
...
...
...
H, R, M, F
1, 2, 3, 4(*), 5(*)
1.3. Quantity of hotel rooms
...
...
...
H, R, M, F
1(*)
- 15 hotel rooms
R
2(*)
...
...
...
H, M, F
2(*)
- 30 hotel rooms
M, F
3(*)
...
...
...
R
3(*)
- 50 hotel rooms
H
3(*)
...
...
...
4(*)
- 60 hotel rooms
R
4(*)
- 80 hotel rooms
...
...
...
4(*)
R, M, F
5(*)
- 100 hotel rooms
H
...
...
...
1.4. Parking lots and internal traffic
a) Parking lots
...
...
...
- The parking lot is located inside the hotel or at a maximum distance of 200m from the hotel.
H
1, 2
- The parking lot located inside the hotel is available for guests of 5% of hotel rooms
H
...
...
...
- The parking lot located inside the hotel is available for guests of 10% of hotel rooms
H
4
- The parking lot located inside the hotel is available for guests of 15% of hotel rooms
H
...
...
...
- The parking lot located inside the hotel is available for guests of 50% of hotel rooms
R
1(*), 2(*), 3(*), 4(*), 5(*)
- The parking lot located inside the hotel is available for all guests
M
...
...
...
- The parking lot is convenient, safe and well ventilated
H, R, M
1(*), 2(*), 3(*),4(*), 5(*)
b) Internal traffic
...
...
...
- The footpaths and internal traffic are convenient, safe and well ventilated
H, R, M, F
1(*), 2(*), 3(*), 4(*), 5(*)
1.5. Lobby
...
...
...
- There is a lobby
H, R, M, F
1(*), 2(*), 3(*), 4(*), 5(*)
- Area of the lobby is 10 m2
H, R, M
...
...
...
F
3
- Area of the lobby is 20 m2
H, R, M
...
...
...
F
4
- Area of the lobby is 35 m2
H, R, M
...
...
...
F
5
- Area of the lobby is 60 m2
H, R, M
4
...
...
...
- Area of the lobby is 100 m2
H, R, M
5
- There is a restroom inside or near the lobby.
H, R, M, F
1(*), 2(*)
...
...
...
- There are separate restrooms inside or near the lobby for men and women
H, R, M, F
3(*), 4(*)
- There are separate restrooms inside the lobby for men and women
H, R, M, F
5(*)
...
...
...
- There is a separate smoking area.
H, R, M, F
1, 2, 3, 4, 5
- There are restrooms for people with disabilities who use wheelchairs or pushchairs
H, R, M, F
5
...
...
...
- There is a bar in the lobby
R
4(*), 5(*)
H, M, F
5(*)
...
...
...
1.6. Green space
- There are plants in public areas
H, R, M, F
2, 3, 4, 5
...
...
...
- There are gardens and plants
R
1(*), 2(*), 3(*), 4(*), 5(*)
H
5
...
...
...
1.7. Area of a hotel room (including the bedroom(s) and restroom(s))
- The area of a single room is 12 m2
- The area of a double room or twin room is 15 m2
H, R, M
1(*)
- The area of a single room is 15 m2
...
...
...
H, R, M
2(*)
- The area of a single room is 18 m2
- The area of a double room or twin room is 22 m2
H, R, M
3(*)
...
...
...
- The area of a single room is 21 m2
- The area of a double room or twin room is 25 m2
H, R, M
4(*)
- The area of a hotel suite is 41 m2
H, R, M
4
...
...
...
- The area of a single room is 24 m2
- The area of a double room or twin room is 32 m2
H, R, M
5(*)
- The area of a hotel suite is 56 m2
H, R, M
...
...
...
- The area of a presidential suite is 100 m2
H, R, M
5
1.8. Restaurants and bars
- There is a restaurant
...
...
...
2(*)
- There is a restaurant with bar(s)
H, R, M, F
3(*)
- There is a restaurant serving European and Asian cuisines
...
...
...
4(*)
- There is 2 restaurants serving European and Asian cuisines
H, R, M, F
5(*)
- Quantity of seats in the restaurant(s) is equal to 50% of beds in the hotel.
...
...
...
2(*)
- Quantity of seats in the restaurant(s) is equal to 60% of beds in the hotel.
H, R, M, F
3(*)
- Quantity of seats in the restaurant(s) is equal to 80% of beds in the hotel.
...
...
...
4(*), 5(*)
- The hotel has a bar.
H, M, F
4(*)
- The hotel has 2 bars.
...
...
...
4(*), 5(*)
H, M, F
5(*)
- The restaurant has restroom(s) if it is separate from the lobby
H, R, M, F
...
...
...
- The restaurant has separate restrooms for men and women if it is separate from the lobby
H, R, M, F
3(*), 4(*), 5(*)
- There is a separate smoking area.
H, R, M, F
...
...
...
1.9. Kitchens
- The kitchen is designed to facilitate the transfer of food to the restaurant
H, R, M, F
...
...
...
- There is a kitchen
H, R, M, F
2(*), 3(*)
- There are European kitchen(s) and Asian kitchen(s).
H, R, M, F
...
...
...
- There is a bakery
H, R, M, F
4(*), 5(*)
- The ventilation system works well
H, R, M, F
...
...
...
- The area of a kitchen is large enough for preparation and processing of food
H, R, M, F
2(*), 3(*), 4(*), 5(*)
- Preparation areas, heat processing areas and cold processing areas are separate
H, R, M, F
...
...
...
- There is an area for arrangement and division of food
H, R, M, F
4(*), 5(*)
- There is an anteroom which ensures the soundproofing, thermal insulation and smellproofing between kitchens and dining rooms
H, R, M, F
...
...
...
- The path for transferring wastes is separate and ensures hygiene.
H, R, M, F
3, 4(*), 5(*)
- There are measures for preventing harmful animals and insects
H, R, M, F
...
...
...
- Walls are flat, waterproof and easy to clean.
H, R, M, F
2(*), 3(*), 4(*), 5(*)
- The kitchen ceiling is convenient for hygiene and ensure safety
H, R, M, F
...
...
...
- Floors are flat, covered by non-slip materials and easy to clean
H, R, M, F
2(*), 3(*), 4(*), 5(*)
- There are restrooms for kitchen employees which are located outside the kitchen.
H, R, M, F
...
...
...
1.10 Warehouses
- There is a warehouse for preservation of cooking materials and food
H, R, M, F
...
...
...
- There is a warehouse for storage of backup equipment
H, R, M, F
2(*), 3(*), 4(*), 5(*)
- There are cold storages for different types of food
H, R, M, F
...
...
...
1.11. Convention rooms, seminar rooms and meeting rooms
- The hotel has a meeting room with 30 seats
H
...
...
...
- The hotel has a meeting room
H
4(*)
- The hotel has a seminar room
H
...
...
...
- The hotel has a convention room
H
4(*), 5(*)
- The hotel has 2 meeting rooms
H
...
...
...
- The hotel has 2 seminar rooms
H
5(*)
- The hotel has a anteroom for registration and refreshment
H
...
...
...
- The convention room, seminar room and meeting room have separate restrooms for men and women if they are separate from the lobby
H
3(*), 4(*), 5(*)
- The abovementioned rooms are well-soundproof
H
...
...
...
1.12 Separate areas for officials and employees
- There are offices of the manager and various departments
H, R, M, F
...
...
...
- There is a room service office
H, R, M, F
2, 3, 4(*), 5(*)
- There is a changing room
H, R, M, F
...
...
...
- There are separate restrooms for men and women
H, R, M, F
3(*), 4(*), 5(*)
- There is a bathroom
H, R, M, F
...
...
...
- There is a dining room for hotel employees
H, R, M, F
4(*), 5(*)
1.13. Corridors
...
...
...
- Corridors are convenient for walking and ensure safety in case of emergency
H, R, M, F
1(*), 2(*), 3(*), 4(*), 5(*)
...
...
...
2.1. Equipment quality, arrangement and decoration
- The quality is quite good
H, R, M, F
...
...
...
- The quality is good
H, R, M, F
3(*)
- The quality is high
H, R, M, F
...
...
...
- Arrangement is reasonable
H, R, M, F
1(*), 2(*), 3(*), 4(*), 5(*)
- Colors are harmonious
H, R, M, F
...
...
...
- The equipment works well
H, R, M, F
1(*), 2(*), 3(*), 4(*), 5(*)
- The equipment is consistent
H, R, M, F
...
...
...
- Interior decoration is nice
H, R, M, F
4(*)
- The equipment is modern and luxurious
H, R, M, F
...
...
...
- There is art decoration
H, R, M, F
5(*)
2.2. Equipment and furniture
...
...
...
2.2.1. In lobbies, restrooms inside the lobbies and public areas
a) The lobby has the following equipment and furniture:
...
...
...
- Reception desk(s)
H, R, M, F
1(*), 2(*), 3(*), 4(*), 5(*)
- Telephone(s)
H, R, M, F
...
...
...
- Computer(s)
H, R, M, F
1(*), 2(*), 3(*), 4(*), 5(*)
- Guest chairs and tables
H, R, M, F
...
...
...
- Board(s) or screen(s) which specifies service prices and methods of payment
H, R, M, F
1(*), 2(*), 3(*), 4(*), 5(*)
- Equipment for credit card payment
H, R, M, F
...
...
...
- Doors which are arranged conveniently
H, R, M, F
1(*), 2(*), 3(*), 4(*), 5(*)
- Places for keeping guests’ belongings and valuable property
H, R, M, F
...
...
...
- Wifi
H, R, M, F
1, 2, 3(*), 4(*), 5(*)
- Board(s) or screen(s) which specifies exchange rates
H, R, M, F
...
...
...
- Pushchair(s) for people with disabilities
H, R, M, F
3, 4, 5(*)
- Newspaper/ magazine shelves or an online newspaper system such as Press Reader
H, R, M, F
...
...
...
- Desk(s) of information, guest relations and reception assistance such as door men, luggage transfer, clerical work, shuttle bus, etc.
H, R, M, F
4, 5(*)
- The reception desk is divided into different desks according to their functions, including:
...
...
...
+ Reservation desk
H, R, M, F
5
+ Reception desk
H, R, M, F
...
...
...
+ Telephone switchboard
H, R, M, F
5
b) Restrooms in the lobby and public areas have the following equipment:
- Toilet(s)
...
...
...
1(*), 2(*), 3(*), 4(*), 5(*)
- Urinals (in men's restroom)
H, R, M, F
1(*), 2(*), 3(*), 4(*), 5(*)
- Toilet paper
...
...
...
1(*), 2(*), 3(*), 4(*), 5(*)
- Bidet showers
H, R, M, F
3, 4, 5
- Sink(s)
...
...
...
1(*), 2(*), 3(*), 4(*), 5(*)
- Mirror(s)
H, R, M, F
1, 2(*), 3(*), 4(*), 5(*)
- Faucet(s)
...
...
...
1(*), 2(*), 3(*), 4(*), 5(*)
- Soap(s)
H, R, M, F
1(*), 2(*), 3(*), 4(*), 5(*)
- Dustbin(s)
...
...
...
1(*), 2(*), 3(*), 4(*), 5(*)
- Ventilation equipment
H, R, M, F
1(*), 2(*), 3(*), 4(*), 5(*)
- Cloth hooks or place(s) for putting bags
...
...
...
1(*), 2(*), 3(*), 4(*), 5(*)
- Paper towels or towels for hand drying
H, R, M, F
3(*), 4(*), 5(*)
- Hand dryer(s)
...
...
...
3, 4, 5
- Anti-odor floor drains
H, R, M, F
1(*), 2(*), 3(*), 4(*), 5(*)
2.2.2 Hotel rooms and restrooms therein
...
...
...
- Single bed(s) (0.9 m x 2 m)
H, R, M, F
1(*), 2(*)
...
...
...
H, R, M, F
3(*), 4(*)
- Single bed(s) (1.2 m x 2 m)
H, R, M, F
5(*)
...
...
...
H, R, M, F
1(*), 2(*), 3(*), 4(*), 5(*)
- Bed(s) in presidential suite (2.2 m x 2.2 m)
H, R, M, F
5(*)
...
...
...
H, R, M, F
4(*), 5(*)
- Ten-centimeter mattress(es) covered with bedsheets
H, R, M, F
1(*), 2(*)
...
...
...
H, R, M, F
3(*), 4(*), 5(*)
- Blanket(s) with covers
H, R, M, F
1(*), 2(*), 3(*), 4(*), 5(*)
...
...
...
H, R, M, F
1(*), 2(*), 3(*), 4(*), 5(*)
- Bedside cabinets/shelves(1 beside cabinet/shelf in case of a single room; 2 beside cabinets/shelves in case of a double room and 1 or 2 bedside cabinets/shelves in case of a twin room)
H, R, M, F
1, 2(*), 3(*), 4(*), 5(*)
...
...
...
H, R, M, F
3, 4(*), 5(*)
- Remote controls of electric equipment which are put in the bedside cabinet
H, R, M, F
4, 5
...
...
...
H, R, M, F
1, 2(*)
- Bedside lamps for all guests
H, R, M, F
3(*), 4(*)
...
...
...
H, R, M, F
4, 5(*)
- Sufficient lights
H, R, M, F
1(*), 2(*), 3(*), 4(*), 5(*)
...
...
...
H, R, M, F
1(*), 2(*), 3(*), 4(*), 5(*)
- Wardrobe(s) having clothes hangers
H, R, M, F
1(*), 2(*), 3(*), 4(*), 5(*)
...
...
...
H, R, M, F
4, 5
- Clothes brush(es)
H, R, M, F
3, 4, 5
...
...
...
H, R, M
1, 2, 3(*), 4(*), 5(*)
F
1, 2, 3, 4, 5
- Drinking cups
...
...
...
1(*), 2(*), 3(*), 4(*), 5(*)
- Tea/coffee cups
H, R, M, F
4(*), 5(*)
- Tissue box(es)
...
...
...
4(*), 5(*)
- Fruit eating utensils
H, R, M, F
4(*), 5(*)
- Bottle opener(s)/ corkscrew(s)
...
...
...
4, 5
- Desks provided for 50% of hotel rooms
H
1, 2, 3(*)
R
...
...
...
- Desks provided for all hotel rooms
H
4(*), 5(*)
R
4, 5(*)
...
...
...
- Desk lamp(s)
H
1, 2, 3(*), 4(*), 5(*)
R
3, 4(*), 5(*)
...
...
...
- Shuttered sockets on desks
H
1, 2, 3(*), 4(*), 5(*)
R
3, 4(*), 5(*)
...
...
...
H, R, M, F
1(*), 2(*), 3(*), 4(*), 5(*)
- Mirror(s)
H, R, M
3, 4, 5
...
...
...
H, R, M, F
4(*), 5(*)
- Briefcases containing the hotel information and instructions such as internal regulations, services and prices thereof, serving time of each service, promotional policies, envelopes, papers and pens (the hotel information may be showed on a screen)
H, R, M, F
1, 2, 3(*), 4(*), 5(*)
...
...
...
H, R, M
1, 2
- High-speed wifi
H, R, M
3(*), 4(*), 5(*)
...
...
...
H, R, M
3, 4, 5
- Pockets used for containing needles and threads
H, R, M, F
3, 4, 5
...
...
...
H, R, M, F
3(*), 4(*), 5(*)
- Laundry baskets or bags
H, R, M, F
1, 2, 3(*), 4(*), 5(*)
...
...
...
H, R, M, F
1(*), 2(*), 3(*), 4(*), 5(*)
- Iron(s) and ironing board(s)
H, R, M, F
5
...
...
...
H, R, M, F
3(*)
- Safes provided for 80% of hotel rooms
H, R, M, F
4(*)
...
...
...
H, R, M, F
5(*)
- Personal health scale(s)
H, R, M, F
4, 5(*)
...
...
...
H, R, M, F
1, 2, 3(*), 4(*), 5(*)
- Slippers
H, R, M, F
1, 2, 3, 4(*), 5(*)
...
...
...
H, R, M, F
3, 4, 5
- Pictures
H, R, M, F
3, 4, 5(*)
...
...
...
H, R, M, F
1, 2(*)
- Blackout curtains
H, R, M, F
3(*), 4(*), 5(*)
...
...
...
H, R, M, F
1, 2(*), 3(*), 4(*), 5(*)
- The minibar has different types of beverages and snacks
H, R, M, F
2, 3(*), 4(*), 5(*)
...
...
...
R
1, 2, 3, 4, 5
H, M, F
1(*), 2(*), 3(*), 4(*), 5(*)
...
...
...
R
1, 2, 3, 4, 5
H, M, F
1(*), 2(*), 3(*), 4(*), 5(*)
...
...
...
R
4, 5
H, M, F
4(*), 5(*)
- Instructions for use of telephones and televisions
...
...
...
R
1, 2, 3, 4, 5
H, M, F
1(*), 2(*), 3(*), 4(*), 5(*)
- Electric water boiler(s)
...
...
...
3(*), 4(*), 5(*)
- Smoke detector(s)
H, R, M, F
1, 2, 3(*), 4(*), 5(*)
- Sprinkler(s)
...
...
...
4, 5
- Door viewer(s)
H, R, M, F
1, 2, 3, 4, 5
- Doorbell(s)
...
...
...
1, 2, 3, 4, 5
- Door latch(es)
H, R, M, F
1(*), 2(*), 3(*), 4(*), 5(*)
- Emergency evacuation map(s)
...
...
...
1(*), 2(*), 3(*), 4(*), 5(*)
- Keycard lock(s)
H, R, M, F
4, 5
- Swinging door(s)
...
...
...
4, 5
- Carpet(s) or floorboards
H
3, 4, 5
b) A restroom in the hotel room has:
...
...
...
- Walls made of waterproof materials
H, R, M
1(*), 2(*), 3(*), 4(*), 5(*)
- Floor covered by anti-slip materials
...
...
...
1(*), 2(*), 3(*), 4(*), 5(*)
- Shuttered sockets
H, R, M, F
1, 2, 3(*), 4(*), 5(*)
- Sink(s)
...
...
...
1(*), 2(*), 3(*), 4(*), 5(*)
-Mirror(s)
H, R, M, F
1, 2(*), 3(*), 4(*), 5(*)
- Curved mirror(s) (applicable the presidential suites)
...
...
...
5(*)
- Faucet(s)
H, R, M, F
1(*), 2(*), 3(*), 4(*), 5(*)
- Hot water
...
...
...
1(*), 2(*), 3(*), 4(*), 5(*)
- Shower(s)
H, R, M, F
1(*), 2(*), 3(*), 4(*), 5(*)
- Rain shower system(s)
...
...
...
4, 5(*)
- Clothes hangers
H, R, M, F
1(*), 2(*), 3(*), 4(*), 5(*)
- Towel racks for different types of towels
...
...
...
1(*), 2(*), 3(*), 4(*), 5(*)
- Toilet(s)
H, R, M, F
1(*), 2(*), 3(*), 4(*), 5(*)
- Bidet showers
...
...
...
1, 2, 3, 4, 5
- Toilet paper
H, R, M, F
1(*), 2(*), 3(*), 4(*), 5(*)
- Dustbin(s)
...
...
...
1(*), 2(*), 3(*), 4(*), 5(*)
- Ventilation equipment
H, R, M, F
1(*), 2(*), 3(*), 4(*), 5(*)
- Mirror lights
...
...
...
1, 2, 3, 4(*), 5(*)
- Ceiling light(s)
H, R, M, F
1(*), 2(*), 3(*), 4(*), 5(*)
- Articles for a guest, including:
...
...
...
+ Cups
H, R, M, F
1(*), 2(*), 3(*), 4(*), 5(*)
+ Soap(s)
...
...
...
1(*), 2(*), 3(*), 4(*), 5(*)
+ Shampoo(s)
H, R, M, F
1, 2
+ Shampoo(s) and container(s)
...
...
...
3, 4, 5
+ Washcloths
H, R, M, F
1(*), 2(*), 3(*), 4(*), 5(*)
+ Towels
...
...
...
1(*), 2(*), 3(*), 4(*), 5(*)
+ Hand towels
H, R, M, F
4(*), 5(*)
+ Shower cap(s)
...
...
...
3(*), 4(*), 5(*)
+ Shower gel (s)
H, R, M, F
3(*), 4(*), 5(*)
+ Cotton swabs
...
...
...
3(*), 4(*), 5(*)
+ Toothpaste
H, R, M, F
1, 2, 3, 4, 5
+ Toothbrush(es)
...
...
...
1, 2, 3, 4, 5
+ Lotion(s)
H, R, M, F
4, 5
+ Bathrobe(s)
...
...
...
3, 4(*), 5(*)
+ Makeup remover cotton pads
H, R, M, F
4, 5
- Bath salts
...
...
...
4, 5
- Floor mat(s)
H, R, M, F
3(*), 4(*), 5(*)
- Sink platform(s)
...
...
...
3(*), 4(*), 5(*)
- 80% of hotel rooms have showers or bathtubs with curtains
H, R, M, F
3(*)
- Telephone (s) connected with those in the hotel room
...
...
...
3, 4, 5(*)
- All hotel rooms have showers or bathtubs with curtains
H, R, M, F
4(*)
- Jacuzzi bath(s) in the presidential suite
...
...
...
5
- All hotel rooms have showers or bathtubs with curtains and 30% of them have both abovementioned types.
H, R, M, F
5(*)
- Clothes line(s)
...
...
...
5
- Anti-odor floor drains
H, R, M, F
1(*), 2(*), 3(*), 4(*), 5(*)
2.2.3. Convention rooms, seminar rooms and meeting rooms have the following equipment:
...
...
...
- Tables, chairs, microphone(s) and different types of electric lights
H
3(*), 4(*), 5(*)
- Projector(s) and projection screen(s)
...
...
...
3(*), 4(*), 5(*)
- Equipment for meetings
H
3(*), 4(*), 5(*)
- Equipment for seminars
...
...
...
4(*), 5(*)
- Equipment for conventions
H
4(*), 5(*)
- Air-conditioners
...
...
...
3(*), 4(*), 5(*)
- Good ventilation system(s)
H
3(*), 4(*), 5(*)
- Carpet(s) in the meeting room
...
...
...
3, 4, 5
- Carpet(s) in the seminar room
H
4, 5
- Carpet(s) in the convention room
...
...
...
4, 5
- Emergency evacuation map(s), exit sign(s) and exit lights.
H
3(*), 4(*), 5(*)
- Cameras installed in the meeting room
...
...
...
3, 4, 5
- Cameras installed in the seminar room
H
4, 5(*)
- Cameras installed in the convention room
...
...
...
4, 5(*)
- An aesthetic lighting system whose brightness is adjustable
H
5(*)
2.2.4 Restaurants, bars and kitchens have the following equipment and furniture:
...
...
...
- Tables and chairs
H, R, M, F
2(*), 3(*), 4(*), 5(*)
- Tableware and cabinets thereof
...
...
...
2(*), 3(*), 4(*), 5(*)
- Different types of fridges for food preservation
H, R, M, F
2(*), 3(*), 4(*), 5(*)
- Equipment for processing food and beverage
...
...
...
2(*), 3(*), 4(*), 5(*)
- Equipment for processing, eating and drinking by employees
H, R, M, F
4, 5(*)
- Buffet equipment
...
...
...
3, 4(*), 5(*)
- Equipment for eating in the hotel room
H, R, M, F
3, 4(*), 5(*)
- Banquet catering equipment
...
...
...
4(*), 5(*)
- Bakery equipment
H, R, M, F
4(*), 5(*)
- Equipment for cold processing
...
...
...
4(*), 5(*)
- Waterproof tables for division, preparation and processing of food
H, R, M, F
2(*), 3(*), 4(*), 5(*)
- Sink(s) used for washing the tableware
...
...
...
2(*), 3(*), 4(*), 5(*)
- Separate sinks for preparation and processing of food
H, R, M, F
3(*), 4(*), 5(*)
- Equipment and detergents used for sanitation
...
...
...
2(*), 3(*), 4(*), 5(*)
- Waste filtering equipment and grease trap(s)
H, R, M, F
3(*), 4(*), 5(*)
- Dustbin(s)
...
...
...
2(*), 3(*), 4(*), 5(*)
- Submersible drainage system(s)
H, R, M, F
2(*), 3(*), 4(*), 5(*)
- Functional odor control system(s)
...
...
...
3(*), 4(*), 5(*)
- Good ventilation system(s)
H, R, M, F
2(*), 3(*), 4(*), 5(*)
- Good lighting system(s)
...
...
...
2(*), 3(*), 4(*), 5(*)
- Air-conditioners installed in the restaurant
H, R, M, F
3, 4, 5
- Emergency evacuation map(s), exit sign(s) and exit lights.
...
...
...
2(*), 3(*), 4(*), 5(*)
- Carpet(s) in the restaurant
H
5
2.2.5 Laundry equipment
...
...
...
- Iron(s) and ironing board(s)
H, R, M, F
1, 2, 3, 4, 5
- Washing machine(s)
...
...
...
1, 2, 3, 4, 5
- Dryer(s)
H, R, M, F
3, 4, 5
- Modern laundry equipment
...
...
...
4, 5
2.3. Corridors and stairs
- Emergency evacuation map(s) and exit sign(s)
...
...
...
1(*), 2(*), 3(*), 4(*), 5(*)
- Exit lights in the corridors.
H, R, M, F
1(*), 2(*), 3(*), 4(*), 5(*)
- Signs indicating the rest rooms, offices, floor number, room number, etc.)
...
...
...
1(*), 2(*), 3(*), 4(*), 5(*)
- Fireproof emergency exit(s)
H, R, M, F
3, 4, 5(*)
- Carpet(s) covering the corridors of the hotel room
...
...
...
4, 5
- Carpet(s) covering corridors of the convention and seminar rooms
H
4, 5
- Carpet(s) covering stairs in service areas
...
...
...
4, 5
2.4. Ventilation and air-conditioning systems
- The ventilation is ensured
H, R, M, F
1(*), 2(*), 3(*), 4(*), 5(*)
...
...
...
H, R, M, F
1, 2, 3, 4, 5
- The ventilation system works well.
H, R, M, F
1(*), 2(*), 3(*), 4(*), 5(*)
...
...
...
H, R, M, F
3, 4, 5
2.5. Water systems
...
...
...
H, R, M, F
1(*), 2(*), 3(*), 4(*), 5(*)
- There is a drainage system to ensure the environmental hygiene
H, R, M, F
1(*), 2(*), 3(*), 4(*), 5(*)
...
...
...
H, R, M, F
5
2.6. Elevator(s)
...
...
...
H, R, M
2
- The hotel having at least 3 floors (including ground-floor) has elevator(s)
H, R, M
3, 4(*), 5(*)
...
...
...
H, R, M
4, 5(*)
- Freight elevator(s)
H, R, M
4, 5
...
...
...
H, R, M
5
2.7. The communication system
...
...
...
H, R, M, F
1(*), 2(*), 3(*), 4(*), 5(*)
2.8. Electricity systems
...
...
...
H, R, M, F
1(*), 2(*), 3(*), 4(*), 5(*)
- The lighting electric system satisfies requirements of each area
H, R, M, F
1(*), 2(*), 3(*), 4(*), 5(*)
...
...
...
H, R, M, F
1, 2(*), 3(*), 4(*), 5(*)
3 Services and quality thereof
...
...
...
- There is a process of provision of services by the hotel
H, R, M, F
1, 2, 3, 4(*), 5(*)
...
...
...
H, R, M, F
1(*), 2(*), 3(*), 4(*), 5(*)
- Employees are friendly
H, R, M, F
1(*), 2(*), 3(*), 4(*), 5(*)
...
...
...
H, R, M, F
3(*), 4(*), 5(*)
- Different departments cooperate in providing services for guests
H, R, M, F
4(*), 5(*)
...
...
...
H, R, M, F
3(*), 4(*), 5(*)
- Services are provided professionally
H, R, M, F
4(*), 5(*)
...
...
...
H, R, M, F
5(*)
- Services are provided for butlers professionally
H, R, M, F
5(*)
...
...
...
- Housekeepers works 12 hours per day
H, R, M, F
1, 2
...
...
...
H, R, M, F
3(*), 4(*), 5(*)
- The hotel room is cleaned once a day
H, R, M, F
1(*), 2(*), 3(*), 4(*), 5(*)
...
...
...
H, R, M, F
4(*), 5(*)
- Covers of blankets, mattresses and pillows are changed once every three days or at the request of guests after checking out.
H, R, M, F
1(*), 2(*)
...
...
...
H, R, M, F
3(*), 4(*), 5(*)
- Washcloths and bath towels are changed once a day or at the request of guests after they check out.
H, R, M, F
1(*), 2(*), 3(*), 4(*), 5(*)
...
...
...
H, R, M, F
1, 2, 3(*), 4(*), 5(*)
- The hotel’s fruits, pies or processed products are brought out when there are guests
H, R, M, F
4(*), 5(*)
...
...
...
H, R, M, F
3, 4(*), 5(*)
- At least a type of newspaper or an online newspaper system is provided in the hotel room
H, R, M, F
5(*)
...
...
...
+ Dining room(s)
H
5(*)
...
...
...
5
+ Office service(s);
H
5(*)
R
...
...
...
+ Separate reception services for quick check-in and check-out;
H
5(*)
R
5
...
...
...
+ Meeting room(s);
H
5(*)
+ Free information, newspapers and magazines
H
5(*)
...
...
...
R
5
3.3 Food and beverage services
...
...
...
- Breakfasts
H, R, M, F
2(*), 3(*), 4(*), 5(*)
- Breakfast buffets
H, R, M, F
3(*), 4(*), 5(*)
...
...
...
- Lunches and dinners
H, R, M, F
2, 3(*), 4(*), 5(*)
- Food and beverage for parties
H, R, M, F
3(*), 4(*), 5(*)
...
...
...
- Food and beverage served from 6AM to 10PM
H, M, F
3(*)
- Food and beverage served from 6AM to 12AM
R
3(*)
...
...
...
H, M, F
4(*)
- Food and beverage are served the whole day.
H, R, M, F
5(*)
...
...
...
H, R, M, F
3, 4(*), 5(*)
- Simple food and beverage
H, R, M, F
2(*), 3(*), 4(*), 5(*)
...
...
...
H, R, M, F
3(*), 4(*), 5(*)
- Plentiful and high-quality food and beverage
H, R, M, F
4(*), 5(*)
...
...
...
H, R, M, F
5(*)
3.4 Other services
...
...
...
H, R, M, F
1(*), 2(*), 3(*), 4(*), 5(*)
- 24/24 security service(s)
H, R, M, F
1(*), 2(*), 3(*), 4(*), 5(*)
...
...
...
H, R, M, F
1(*), 2(*), 3(*), 4(*), 5(*)
- Luggage keeping
H, R, M, F
1(*), 2(*), 3(*), 4(*), 5(*)
...
...
...
H, R, M, F
1(*), 2(*), 3(*), 4(*), 5(*)
- Payment in cash or other methods
H, R, M, F
1(*), 2(*), 3(*), 4(*), 5(*)
...
...
...
H, R, M, F
1(*), 2(*), 3(*), 4(*), 5(*)
- Awaking guests
H, R, M, F
1(*), 2(*), 3(*), 4(*), 5(*)
...
...
...
H, R, M, F
1(*), 2(*), 3(*), 4(*), 5(*)
- Medical services
H, R, M, F
1, 2, 3, 4
...
...
...
H, R, M, F
4, 5(*)
- Medicine cabinets and unexpired first aid medicines which are still.
H, R, M, F
1(*), 2(*), 3(*), 4(*), 5(*)
...
...
...
H, R, M, F
3
- Sales service (shops and souvenir shops)
H, R, M, F
4(*), 5(*)
...
...
...
H, R, M, F
3(*), 4(*), 5(*)
- Libraries
H, R, M, F
4, 5
...
...
...
H, R, M, F
3, 4, 5
- Music played in public areas
H, R, M, F
4, 5(*)
...
...
...
H, R, M, F
3, 4, 5
- Meeting services
H
3(*)
...
...
...
H
4(*), 5(*)
- Translation services
H
4, 5
...
...
...
H, R, M, F
1, 2, 3(*), 4(*), 5(*)
- Dry laundry, steam ironing
H, R, M, F
3, 4(*), 5(*)
...
...
...
H, R, M, F
4(*), 5(*)
- Gymnasia
H, R, M, F
4(*), 5(*)
...
...
...
R
4(*), 5(*)
H, M, F
5
- Entertainment services
...
...
...
3, 5(*)
R
4(*)
H, M, F
4
...
...
...
- Swimming pool(s) for adults, which has internal regulations, depth instructions, employees and rescue employees, towels and beach chairs
R
1, 2, 3
H, R
4(*), 5(*)
...
...
...
- Swimming pool(s) for children, which has internal regulations, depth instructions, employees and rescue employees, towels and beach chairs
H, R
5(*)
- Beauty care
H, R, M, F
4, 5(*)
...
...
...
- Steam service
H, R, M, F
4(*), 5(*)
- Massage service
H, R, M, F
4, 5(*)
...
...
...
- Babysitting
H, R, M, F
5(*)
- Outdoor sports such as tennis, golf or other outdoor sports
R
5(*)
...
...
...
- Services provided for people with disabilities
H, R, M, F
5(*)
4.1 Professional qualifications and foreign language proficiency
...
...
...
a) The manager:
- Has an associate degree in tourism or a national certificate of tourism or has received the training in tourism accommodation management
H, R, M, F
1(*), 2(*)
...
...
...
- Has a college degree in tourism or has received the training in tourism accommodation management if he/she has the college degree in another area
H, R, M, F
3(*)
- Has a bachelor degree in tourism or has received training in tourism accommodation management if he/she has a bachelor degree in another area
H, R, M, F
4(*), 5(*)
...
...
...
- Has one year’s experience
H, R, M, F
2
- Has two years’ experience
H, R, M, F
3(*), 4(*)
...
...
...
- Has three years’ experience
H, R, M, F
5(*)
- Is proficient in a common language equivalent to level 3 of the Vietnam language proficiency framework
H, R, M, F
3(*)
...
...
...
- Is proficient in a common language equivalent to level 4 of the Vietnam language proficiency framework
H, R, M, F
4(*), 5(*)
b) Each department manager:
...
...
...
- Has a certificate of primary vocational training in receptionist, housekeeper or waiter/waitress or has received training in hotel operation if he/she fails to has the abovementioned diploma
H, R, M, F
2(*)
- Has an associate degree in receptionist, housekeeper or waiter/waitress, bar staff or kitchen staff or a national vocational training certificate
H, R, M, F
3(*)
...
...
...
- Has a college degree in receptionist, housekeeper, waiter/waitress, bar staff or kitchen staff) or a national vocational training certificate
H, R, M, F
4(*), 5(*)
- Has one year’s experience
H, R, M, F
2
...
...
...
- Has two years’ experience
H, R, M, F
3(*), 4(*)
- Has three years’ experience
H, R, M, F
5(*)
...
...
...
- Has computer skills
H, R, M, F
2(*)
- Is good at computer skills
H, R, M, F
3(*), 4(*), 5(*)
...
...
...
The restaurant manager:
- Is proficient in a common language equivalent to level 3 of the Vietnam language proficiency framework
H, R, M, F
3(*), 4(*)
...
...
...
- Is proficient in a common language equivalent to level 4 of the Vietnam language proficiency framework
H, R, M, F
5(*)
The reception manager:
...
...
...
- Is proficient in a common language equivalent to level 2 of the Vietnam language proficiency framework
H, R, M, F
2(*)
- Is proficient in a common language equivalent to level 3 of the Vietnam language proficiency framework
H, R, M, F
3(*)
...
...
...
- Is proficient in a common language equivalent to level 4 of the Vietnam language proficiency framework
H, R, M, F
4(*), 5(*)
c) The serving employees:
...
...
...
- Have received training in hotel operation except for those who already have qualifications issued by a competent training provider
H, R, M, F
1(*)
- 20% of them obtain vocational training certificates and 80% of them have received the training in hotel operation
H, R, M, F
2(*)
...
...
...
- 50% of them obtain vocational training certificate and 50% of them have received the training in hotel operation
H, R, M, F
3(*)
- 70% of them obtain vocational training certificate and 30% of them have received the training in hotel operation
H, R, M, F
4(*), 5(*)
...
...
...
- The employees directly providing services for guests are proficient in a common language equivalent to level 2 of the Vietnam language proficiency framework
H, R, M, F
4(*)
- At least one of the employees directly providing services for guests can use another common language equivalent to level 2 of the Vietnam language proficiency framework
H, R, M, F
4(*)
...
...
...
- The employees directly providing services for guests are proficient in a common language equivalent to level 3 of the Vietnam language proficiency framework
H, R, M, F
5(*)
- At least one of the employees directly providing services for guests can use another common language equivalent to level 3 of the Vietnam language proficiency framework
H, R, M, F
5(*)
...
...
...
- The employees directly providing services for guests have computer skills (except for housekeepers and bar staffs)
H, R, M, F
4(*), 5(*)
...
...
...
- The restaurant employees are proficient in a common language equivalent to level 2 of the Vietnam language proficiency framework
H, R, M, F
3(*)
The front desk clerks:
...
...
...
- Are proficient in a common language equivalent to level 1 of the Vietnam language proficiency framework
H, R, M, F
1
- Are proficient in a common language equivalent to level 2 of the Vietnam language proficiency framework
H, R, M, F
2(*)
...
...
...
- Are proficient in a common language equivalent to level 3 of the Vietnam language proficiency framework
H, R, M, F
3(*), 4(*)
- Are proficient in a common language equivalent to level 4 of the Vietnam language proficiency framework
H, R, M, F
5(*)
...
...
...
- Have computer skills
H, R, M, F
1(*), 2(*)
- Are good at computer skills
H, R, M, F
3(*), 4(*), 5(*)
...
...
...
4.2. Health requirement
- They satisfy health requirement and have their health frequently checked up in accordance with regulations of law (certificates issued by the competent authorities are required).
H, R, M, F
1(*), 2(*), 3(*), 4(*), 5(*)
...
...
...
4.3. Clothes
- Hotel managers and other employees wear clothes in accordance with regulations of the hotel.
H, R, M, F
1(*), 2(*), 3(*), 4(*), 5(*)
...
...
...
- They have name badges on their shirts.
H, R, M, F
1(*), 2(*), 3(*), 4(*), 5(*)
- The designs of clothes are nice and suitable for employees’ positions and tasks
H, R, M, F
3(*), 4(*), 5(*)
...
...
...
- Colors are harmonious and convenient
H, R, M, F
3(*), 4(*), 5(*)
- Clothing materials are good and suitable for working conditions
H, R, M, F
4(*), 5(*)
...
...
...
- The hotel clothes express its particular style
H, R, M, F
4(*), 5(*)
- Working clothes are laundered
H, R, M, F
5(*)
...
...
...
5. Environmental safety, food safety, security and fire safety.
5.1 Environmental safety
- The hotel complies with regulations on environmental protection
H, R, M, F
...
...
...
- Wastes are classified into organic and inorganic wastes at their production places
H, R, M, F
2, 3, 4, 5
- Wastes from the kitchen are frequently collected or hygienically stored.
H, R, M, F
...
...
...
- There are methods for reducing noises
H, R, M, F
2(*), 3(*), 4(*), 5(*)
- There are part-time employees in charge of environmental safety and management
H, R, M, F
...
...
...
- There are full-time employees in charge of environmental safety and management
H, R, M, F
5
- Eco-friendly materials and products are used
H, R, M, F
...
...
...
- The hotel obtains a certificate, label or title of environmental safety and sustainable development
H, R, M, F
1, 2, 3, 4, 5
- The hotel interior and exterior are cleaned
H, R, M, F
...
...
...
- All restrooms have good drainage systems and have no bad odors
H, R, M, F
1(*), 2(*), 3(*), 4(*), 5(*)
- There are effective methods for saving electricity
H, R, M, F
...
...
...
- Natural lighting
H, R, M, F
1, 2, 3, 4, 5
5.2. Food safety
...
...
...
- Regulations on food safety are complied with
H, R, M, F
2(*), 3(*), 4(*), 5(*)
5.3. Security and fire safety.
...
...
...
- Regulations on security and fire safety are complied with.
H, R, M, F
1(*), 2(*), 3(*), 4(*), 5(*)
- Cameras are installed in public areas such as corridors of hotel rooms, lobby, restaurants, etc.
H, R, M, F
...
...
...
Notes:
H refers to hotels;
R refers to resorts
M refers to motels
F refers to floating hotels;
(*) compulsory requirements
...
...
...
Reference documents
[1] TCVN 4319:2012 on public buildings – Basic rules for design
[2] TCVN 9506:2012 on Tourist accommodation establishment and other relevant services - Terminology
[3] QCVN 10:2014/BXD, National Technical Regulation on accessible construction works
[4] The Circular No. 01/2014/TT-BGDĐT dated January 24, 2014 of the Ministry of Education and Training on promulgating the Vietnam's language proficiency framework
[5] Hotel rating requirements issued by the Accorhotels Group
[6] Q Mart standards of New Zealand.
