Qualmark NZ Motel Criteria

Motel
Accommodation Assessment & Grading System
Qualmark Motel Criteria November 2011 Copyright Qualmark New Zealand Limited
Page i
The Motel Assessment System

Introduction
As New Zealand tourisms official mark of quality assurance, Qualmark helps visitors choose from the best accommodation options that New Zealand has to offer. Qualmark star ratings can only be earned after an extensive on-site assessment of your property, auditing to quality standards developed with the tourism industry and for the industry. The category and star rating provides visitors with additional information about the type of accommodation you provide and the range and quality of facilities and services you offer To help you better understand the terminology we use throughout the Criteria, following is a brief glossary of the terms.
Glossary of terms and definitions

Following are some words and phrases used in relation to this assessment system that should help you understand the process and/or interpretation of the criteria. Adequate Sufficient Ample Fit for purpose Delighters Minimum entry requirements Passable, barely sufficient Enough to go around Plentiful, more than enough, abundant The degree to which your facilities or services are suited to your target market and/or the type of experience you aim to deliver. However, it does not mean anything goes. Features or aspects of your property or services that exceed your guests expectations, surprising or delighting them to create a memorable or distinctive experience. Aspects of your service that must be in place in order to meet travellers fundamental requirements and hence ensure your eligibility for a star grade.
Page ii
How does the scoring work?

The Qualmark assessment looks at various different quality areas of your business: The minimum entry requirements are part of our Pre-Assessment questionnaire which must be completed online prior to your Qualmark on-site assessment. Your star rating indicates your level of achievement against our quality criteria for each assessment section, an example of this is shown below. You will receive scores for each of the different quality areas. These scores are weighted to reflect the relative importance of the different quality areas - the weightings are shown on the contents page. The weighted scores are then added together to determine your overall percentage score and star rating.
IMPORTANT: Four Star Plus
3 All criteria in the left and middle columns are met (at the assessors discretion, ticks in the right column may replace missing ticks in the middle column)
4 All criteria in the left and middle columns and some (not all) of the criteria in the right column are met. *** With the Responsible Tourism section you must score at least half of the criteria in the right column. ***
5 All criteria in the left, middle and right columns are met
All criteria in All criteria in the the left column left column and some (not all) of are met the criteria in the middle column are met. *** With the Responsible Tourism section you must score at least half of the criteria in the middle column. ***
and Five Star properties must score at least 3 in each assessment area (this includes an average score of 3 in the bedroom and bathroom sections where a range of rooms are assessed. Some room scores may be lower than 3 provided other scores result in a weighted average score of 3 or more).
5 Star Motel Further to a score of 84% or more, it is imperative that any Motel business also meet all of the following minimum requirements to be classed as a 5 Star Qualmark. - No section has a score less than 3 - 24 Hour on-site Manager - Pillow menu
How does this translate into a star grade?

Score 20-27% 28-35% 36-43% 44-51% 52-59% 60-67% 68-75% 76-83% 84-100% Stars plus plus plus plus Description Acceptable. Meets customers minimum requirements. Basic, clean, and comfortable accommodation Good. Exceeds customers minimum requirements with some additional facilities and services Very good. Provides a range of facilities and services and achieves good to very good quality standards Excellent. Consistently achieves high quality levels with a wide range of facilities and services Exceptional. Among the best available in New Zealand
Your eligibility for a Qualmark licence and your star rating will be confirmed by the Qualmark office following your assessment.
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Motel Accommodation Table of Contents

Area
1.0 1.1 1.2 2.0 3.0 3.1 3.2 3.3 3.4 4.0 4.1 4.2 4.3 4.4 4.5 4.6 4.7 4.8 4.9 5.0 5.1 5.2 6.0 6.1 7.0 8.0 Overall Aspect and Appearance External Buildings, Grounds and Gardens Parking Cleanliness Service and Hospitality Guest Care Reservations Safety and Security Reception Guest Arrival and Departure Guest Services Units / Rooms Overall Unit Internal Decor Overall Unit Size, Space and Comfort Overall Unit Heating / Cooling Overall Unit Lighting Beds and Bedding Size and Quality Bedroom / Studio Furniture and Fittings Bathrooms Kitchen / Dining Facilities Lounge Area Public Areas Laundry and Drying Facilities Extra Facilities / Recreational General Requirements General Business Practices Responsible Tourism Operations Enviro Award Assessment Total 21 22 23 5% 100% 19 20 3% 4% 9 10 11 12 13 14 15 17 18 6% 6% 4% 4% 5% 5% 6% 6% 5% 5 6 7 8 5% 6% 4% 6% 2 3 4 5% 3% 12%
Page No.
Importance Weighting
Page 1
1.0 Overall Aspect and Appearance

1.1 External - Buildings, Grounds and Gardens
Minimum Entry Requirements
Buildings, their fixtures, furnishings, fittings and exterior dcor are maintained in a sound, clean condition and are fit for the purpose intended
1
No prominent unsightly aspects all buildings, signage grounds and outdoor equipment are in good repair eg. broken external fittings, rusty nails etc Buildings, signage and grounds are tidy and clean giving good first impression eg. gardens are weeded, no rubbish Safe pathways with no large pot holes or trip hazards No untidy / unsightly areas with exposed equipment or materials. All equipment is stored out of sight.
QUALITY SCORE 3
Evidence that property and buildings are maintained and tidy eg. no prominent evidence of mould lichen, moss and cobwebs and damage Effective signage that is well lit and maintained in good condition, eg. no evidence of cracks, chips or other damage Driveways, and footpaths are drained and maintained eg. no prominent cracks and other damage Grounds are maintained with evidence of seasonal pruning and are free of extraordinary leaf litter, long term weeds etc
5
Evidence of high standards of external maintenance, including all buildings and signs. Minimal evidence of flaking paint, dirt, water stains, lichen, moss etc Landscaping is designed and coordinated to a high standard including drive ways, furniture, architectural or heritage features of the property Well tended gardens and grounds. Pathways and edges, lawns in good condition and well cut etc and overall evidence in maintaining an attractive appearance throughout the year Situation delight factors eg. attractive surrounds, exceptional location, superb views etc
Comments:
Page 2
1.0 Overall Aspect and Appearance, continued

1.2 Parking
Minimum Entry Requirements Some form of off road car parking is provided on site or nearby meeting council minimum requirements Accessible parking identified (subject to Building Act 1991 and New Zealand Standard 4121 and prevailing local laws)
1
Parking area is maintained free of potholes and trip hazards Limited attempt to control parking eg. marked carparks or signs One parking space per unit on site or nearby
QUALITY SCORE 3
Easy access to carpark spaces Well maintained and attractive surfaces in keeping with the style of the property Clear definition of parking area Some consideration given to the security of guests cars eg. lighting
5
Parking onsite with generous access and turning space for one car for each unit Some additional car parks available on site 10% of unit numbers Evidence of excellent security provisions for guests cars eg. security cameras, locked gates Some additional parking features eg. separate parking for reception, covered access from parking, covered car parks, boat / caravan parking, car storage etc
Comments:
Page 3
2.0 Cleanliness
2.1 Cleanliness / Servicing
All bathrooms, toilets, kitchens and items involving direct contact for guests, such as bedding, linen, baths, showers, wash basins, WCs, flooring, seating, crockery, cutlery and glassware are cleaned with (no evidence of prior occupation or use) Provision is made for all units to be serviced daily unless otherwise agreed with the guest at time of booking (documented evidence to be provided) All common areas are cleaned daily Servicing of units includes rubbish removal, amenity and towel replacement, cleaning of bathroom, shower and toilet
1
All hard surfaces cleaned and sanitised using accepted systems eg. disinfecting or sterilizing Measures taken to ensure no offensive odours Public areas vacuumed / swept daily All rooms of a neat and tidy appearance
QUALITY SCORE 3
All surfaces including furnishings and carpets clean and non-soiled Room servicing includes making of beds and doing of dishes with the option of linen change every 3 days All areas smelling fresh and clean. Evidence of odour control procedures and equipment in place Furnishings and carpets cleaned as required with some documented evidence available
5
Evidence of attention to detail of cleanliness in all areas, including high and low level dusting Evidence of furnishings and carpets cleaned effectively on regular basis and maintained in non-soiled condition eg. documented long term cleaning schedules Evidence that all occupied bedrooms / units vacuumed / swept daily as part of a daily servicing eg. documented daily service procedure
Comments:
Page 4
3.0
3.1
Service and Hospitality Guest Care

Reservations

To make clear to guests exactly what is included in the price quoted for accommodation, including GST and other chargeable activities / amenities To describe fairly to all guests and prospective guests the amenities, facilities and services provided by the property, whether by advertisement on the web, in brochures, or any other means Details of any relevant in-house rules / restrictions are communicated at time of / reservation Deposit , pre-payment and cancellation policy clearly defined and explained at time of a guaranteed reservation
1
Reservations are responded to within 24 hours Basic reservation details recorded including name, date, rate and room-type Guest credit card details are held securely and disposed of responsibly Identification of self and property when answering the phone
QUALITY SCORE 3
A professional approach to reservation handling with some documented evidence Evidence of an organised approach for all administration (whether computerized or manual) for dealing with guest enquiries, reservations, correspondence, filing systems etc, eg. systems and forms, 800 number Confirmation letter and directions sent if time and circumstances allows
5
Evidence of excellent attention to detail in handling of reservations (whether computerized or manual) and guest enquiries; clear and concise recording of all details including eg. special needs, arrival time, room preference, dietary requirements etc Real time confirmation of bookings available and are effectively managed eg. to avoid double booking Documented evidence that at the time of reservation the cancellation policy is clearly explained
Comments:
Page 5
3.0 Service and Hospitality Guest Care, continued

3.2 Safety and Security
Entrances clearly identified with lighting to doorways Adequate fire precautions and displayed evacuation procedures for guests A high degree of general safety and security maintained, appropriate to location. Guests feel safe they and their belongings are secure at all times All equipment is safely maintained and in good working order Adequate measures provided for the security of guests and their property. There should be means of securing unit / room doors from inside and out, and a key available Particular attention given to the safety and security of guests occupying ground floor or other units / rooms which may be easily entered, as well as Accessible units Adequate levels of lighting for safety and comfort in all public areas, including sufficient light on any stairways and walkways at night Some safe storage facilities available for small to medium size valuable items and guest informed of this facility in compendium eg. lockable cupboard, safe, filing cabinet etc Keys / key cards are not identifiable by property name / room number.
1
Short term, secure, baggage storage available After hours emergency contact clearly identifiable for guests eg. night-bell, intercom, freephone (should they lock themselves out of their unit for example) Relevant safety features communicated to guests eg. emergency information, pool safety, safe operation of recreational equipment
QUALITY SCORE 3
Some added security features for units eg. one window with security stays per bedroom (where fire safety will not be compromised), smoke detectors, peep holes etc Guests can be contacted 24hrs (for emergency purposes) Property is adequately enclosed for the location eg. secure fencing
5
Security includes the provision of additional security provisions such as eg. recorded security cameras, monitored smoke / heat detectors, direct notification to security / fire service, key card room entry system etc Excellent levels of lighting to all areas of the property so as not to spoil the establishments atmosphere or guest comfort eg. day / night sensors automatically dimming later at night or other form of effective 24hour lighting All areas of the property are lit in keeping with the design of the property eg. use of sensors, dimmers and timers
Comments:
Page 6

3.3 Reception: Guest Arrival and Departure
Reception area clearly identifiable Staff on duty during guests principle arrival and departure periods; reception signage clearly states reception hours Staff deal promptly with all enquiries, requests, reservations, correspondence and complaints from guests Once guests have registered, they have access to the property and to their units at all times unless restrictions were previously notified. It is acceptable that the entrance may be locked and the guests may have to ring or knock for access or be given a key. Guests made aware of any restrictions at the time of reservation / check-in A GST receipt is available on request
1
Guests made to feel welcome on arrival No undue delays during check-in or check-out Guests directed to their rooms
QUALITY SCORE 3
Efficient and complete registration procedures, capturing all key information eg. name, address / id, room, intended length of stay, payments made / due, etc Well presented staff
5
All personnel smartly presented and identifiable On site Managers available at all times Reception area gives an excellent first impression, with good quality dcor and a number of added features for guest comfort eg. ample comfortable seating, water cooler, magazines etc. Reception area is appropriate to the size and scale of the business Welcome Delighters offered on arrival: (minimum of 3) eg. choice of fresh milk types, welcome refreshment, welcome gift, biscuits, fruit, fresh flowers, discount vouchers etc Guests are taken to their rooms and facilities are fully explained
Provision made for guests arriving outside opening hours All necessary information offered to guests including relevant safety and security procedures Room inspection is welcome, if requested Credit card and EFTPOS payment facilities available
Polite staff, with helpful attitude, promoting a good first and last impression Welcoming and well maintained reception facilities with layout appropriate to property Evidence that room inspection is welcomed
Comments:
Page 7

3.4 Guest Services
24 hour on-site access to a phone and local telephone book 24 hour on-site access to a first aid kit Clearly defined smoking policy All services clearly stated in the compendium or other communication material in the unit / room
1
Operator assisted phone in room or use of proprietors phone Staff knowledgeable about surrounding activities and attractions Limited local information brochure display rack / board Internet / modem connection or access available on-site with sufficient phone lines and instructions for use Iron and ironing board available in room (unless a laundry is provided)
QUALITY SCORE 3
Phones can dial out 24 hours. Incoming via proprietor. Staff personally recommend specific activities in the local area Iron and ironing board available in all units Phone and computer can be used simultaneously and there are instructions for use eg. how to connect to internet services Some added services provided: (minimum 3) eg. pre packaged breakfasts, newspapers, umbrellas, infant facilities, message service, room to room dialling, facsimile / computer for guest use, comprehensive local information display board / rack etc Information of facilities and services provided in the unit in the form of a guest compendium
5
Direct phone access to units from outside the complex (ie. enabling inward / outward faxes and receipt of calls outside motel office hours) At least 5 added services which are well communicated to guests in compendium eg. pick up / drop off service, laundry / dry-clean service, evening meals, breakfast menu is available. (Property has approved kitchen facilities to do this), charge back from local restaurants, activity / restaurant booking service, in room mini bar or snack bar, voice messaging, high speed internet connection etc A comprehensive compendium detailing a wide range of well presented information and facilities available within the complex Comprehensive and detailed information of off-site facilities, including, community services, local attractions, shops, restaurants etc The quality and presentation of the compendium or information medium is excellent
Comments:
Page 8
4.0 Units / Rooms

Unit Number Assessed: Unit Type: Number of Units of this Type:
4.1
Overall Unit Internal Dcor:

Internal dcor is maintained in a safe and sound condition Well secured fittings eg. door knobs, lamp shades, towel rails, etc
1
Functional dcor with limited co-ordination Some decorative items in the room Furniture and fittings are in a satisfactory condition ie. functioning, clean and in good repair Some signs of normal wear and tear
QUALITY SCORE 3
Well co-coordinated dcor Well finished, good quality ceilings, wall coverings and paintwork Well fitted, good quality flooring with minimal wear and tear, in sound condition and comfortable under foot Good use of pictures, prints or other decorative relief, particularly on plain walls
5
Evidence of a coordinated interior design, with attention to detail High quality wall ceiling and window covering without discolouring or surface wear and tear Attractive use of high quality pictures, prints or other decorative relief High quality carpeting or flooring providing a high level of comfort and showing little or no sign of marks or wear Little to no evidence of wear and tear visible to dcor, furniture and fittings
Minimal signs of wear and tear visible to dcor, furniture and fittings
Comments:
Page 9
4.0 Units / Rooms, continued

4.2 Overall Unit Size, Space and Comfort
All rooms have sufficient space to allow freedom of movement to guests and uninhibited access at all times to emergency exits Sufficient useable space around furnishings and fittings Fully open-able entry doors Accessible unit has room to manoeuvre wheel chair or walking frame
1
Floor space allows for movement around the unit with out restriction Uncluttered rooms with some provision available for luggage / clothes storage
QUALITY SCORE 3
Floor space and furniture placement allow for designated number of guests to move freely Space available for luggage / clothes storage eg. luggage rack, shelf, wardrobe etc Equipment and furniture is positioned for practical use Unrestricted access to both sides of the bed/s Good sound insulation between units and externally with minimal intrusive noise from road, plumbing, rail lines, adjacent units
5
Floor space and furniture placement allows ample freedom of movement and a high degree of comfort for the designated number of guests Space is available for clothes and luggage to be stored in a variety of options without cluttering the room or obstructing access eg. hanging space, drawers etc Provision of enough furnishings to provide a high level of comfort for all guests eg. comfortable seats, coffee table, side tables, work space etc. ( note that seating is covered in section 4 9 lounge) No intrusive noise eg. as a result of double glazing, sound proofing, hush glass, curtains of substantial fabric with heavy linings, location
Comments:
Page 10

4.3 Overall Unit Heating / Cooling
Adequate, safe, in-room heating provided at no extra cost
Minimum Entry Requirements QUALITY SCORE 3

Heating is provided which can be thermostatically controlled by guests to provide an overall uniform temperature No restriction on use of heating Some form of additional cooling (eg. fan) is available on site on request
1
Heaters are provided to heat the room and maintain a constant temperature when occupied. Cooling or ventilation options are provided to maintain a constant temperature when occupied
5
Quiet Heating is provided with individual thermostatic controls Temperature control is provided by air conditioning, heat pumps, etc All areas within unit are able to be heated simultaneously No restrictions on use of heating and cooling
Comments:
Page 11

4.4 Overall Unit Lighting
Units well lit with electric lighting All bulbs, unless decorative or a tube or downlights, have a shade or cover
1
Minimum one efficient bedside light with easy use switch Lighting offers good distribution of light to all areas of the room. A shade is provided.
QUALITY SCORE 3
Lights are positioned to distribute light to enable tasks to be completed in all areas of the unit eg. able to read in bed, desk lamps etc Good quality light fittings and shades with minimal signs of wear and tear eg. peeling coating or chipped coating Some natural light to main living areas
5
A variety of lighting choices is available, with excellent distribution, well positioned and suitable for all purposes eg. non obtrusive reading lights, moveable lamps etc Controllable lighting, giving variable levels of light High quality light fittings and shades coordinated with interior design and without signs of wear and tear Natural light to all living and sleeping areas
Comments:
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4.0
4.5
Units / Rooms, continued

Beds and Bedding Size and Quality
Minimum Entry Requirements All beds have sound base and mattress protectors All bed linen is provided and is changed at least weekly and for each new guest All bedding is clean and in sufficient quantity, according to season and guests needs Spare pillows and blankets available on request Accessible unit is able to accommodate caregiver
1
Bed provides support to spine ie. shows no sign of sag Bed mattress, protector, linen and covers are clean and show minimal sign of wear and tear A range of bedding, including sufficient blankets / duvets is supplied Limited attempt to coordinate bedding with rest of decor Some extra bedding provisions are available in the unit all year round eg. hot water bottles, extra blankets, electric blankets Extra beds are provided by way of roll-aways or better Some form of pillow protection and cleaned regularly
QUALITY SCORE 3
Beds have firm mattresses with edge support and a coordinated matching base Tidy presentation of bed with freshly laundered linen and bedding (including pillows) Some coordination of bedding with rest of dcor eg. use of one fabric and pattern only for good quality bedspread Bed sizes are above standard eg. Doubles are Queen / King etc Additional beds must be of a foldout variety or better
5
Beds have firm mattresses with overall support including edges and bases. Mattresses have additional comfort layers. All bedding is co-ordinated with bedroom dcor and other soft furnishings Bed is presented with some additional features eg. a throw, cushions, pillows, valances etc All pillows fitted with pillow protectors with evidence that they are cleaned on at least a weekly basis Additional beds are of the same quality at those above
Comments:
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4.0
4.6

Bedroom / Studio Furniture and Fittings
Minimum Entry Requirements At least one window with clear glass providing natural light Wake-up facility available for guest use Opaque glass, curtains, blinds or shutters provided on all windows, including glass panels to doors, fanlights and skylight windows to afford both privacy and exclusion appropriate to type and location of property A wardrobe or clothes hanging space with 3 hangers per person Central lighting is available Provide min. 5 hangers per unit.
1
Window coverings draw completely across the window At least one bedside table and reading light Limited attempt to coordination Visible wear and tear acceptable
QUALITY SCORE 3
All window coverings fit correctly to ensure some light exclusion eg. some form of lining One bedside table and reading light for each sleeping position or at least one table between 2 singles Furniture and fittings are coordinated Range of additional furniture and fittings (min 3) eg. strong clothes hangers, mirror, luggage rack, basic iron and ironing board Minimal wear and tear to furnishings and fittings
5
Window coverings in substantial fabrics are coordinated with the overall dcor and have blackout or similar linings to retain heat and keep out light Extra lighting and power points are available adjacent to bed and mirror Furniture is of sound construction, fits the style of dcor and is well maintained. Excellent coordination of furniture and soft furnishings of high quality At least 5 items of additional furniture and fittings for guest comfort eg. , full length mirror, additional phone by bed, additional TV and DVD player, multifunction iron and full size ironing board, extra chest of drawers etc
Comments:
Page 14
4.0
4.7

Bathrooms

Shower and / or bath and washbasin with plug available with hot and cold running water Shower head in sound working condition Soap dish located in each bath / shower cubicle; soap is provided Some form of ventilation, either mechanical or outside opening window Adequate light distribution Windows have opaque glass, curtain or blinds where necessary for guest privacy Means are provided for a non-slip environment eg. bath mat, non-slip mat or rail Flush toilet with seat, lid, toilet paper, holder, spare rolls, toilet brush provided Clothes hooks or towel rail, mirror, waste bin provided Bath mat, hand towel and at least one bath towel per guest are provided Bathrooms in Accessible units have required wet area shower, grab rails etc
1
Functional dcor with limited co-ordination Flooring, walls and ceilings show some wear and tear Floor space allows for a guest to use a towel with out significant restriction. Bench space provides for basic toiletries ie. toilet bag A towel rail and hook is provided Shower and / or bath has good pressure Hot water capacity meets demand at most times. Washbasin and toilet may show wear and discolouration Shampoo is provided Bath linen may show some signs of wear
QUALITY SCORE 3 4
Well maintained fixtures and fittings with co-ordinated dcor Floor, walls and ceilings all in good condition with minimal wear and tear showing no sign of moisture damage Sufficient floor space to allow guest to use a towel freely Bench space, drawer or cupboard space allows for storage of toiletries to cater for guest numbers Sufficient towel rails and / or hooks to hang one towel per guest. Shower and / or bath has good pressure that is adjustable Some added fixtures, fittings and amenities for guest convenience are provided (min 3) eg. tissues, air freshener, power point, shaving socket, basic hairdryer etc Hot water capacity is able to meet guest demand at all times eg. continuous / instant hot water systems Bath linen fits the dcor is stain free and shows minimal wear Mirror is located conveniently and illuminated for all purposes
5
Fixtures and fittings retain their as new appearance and have been selected to fit the overall interior design and dcor Floor coverings are either tiles or commercial grade non-slip vinyl, which show no signs of wear and retain their as new appearance All wall and ceiling coverings are maintained to their as new appearance Sufficient floor space is available to allow multiple guest use Shelves, drawer and cupboard space allows for toiletries to be stored off the bench. Bench space allows for ease of use of toiletries and grooming products. Additional towel rails or storage space for clean towels within the bathroom A additional range of added fixtures, fittings and amenities for guest convenience (min 5) eg. considerable floor space, massage showers, high quality fittings, high quality surfaces, adjustable water pressure on shower heads, heated mirror, spa bath, separate toilet from bathroom,, bathrobe, ensuite, heater / heated lamps, under-floor heating, excellent quality hairdryer (at least 1500w), etc Extensive range of quality amenities Lighting is positioned directly above the mirror so as not cast shadows on the guest Bath linen is thick, soft and larger than the standard bath towel Additional towels available in the room
Comments:
Page 15

4.8 Kitchen / Dining Facilities
Kettles, fridges and any other equipment supplied and maintained in a safe working order Sufficient crockery, cutlery and glassware provided for size of unit Sufficient cooking utensils, pots, pans for size of unit eg. cooking spoon, , tongs, grater, peeler, masher, strainer, chopping board, sharp / serrated knifes, can, bottle / wine openers, salt, pepper etc Sink with plug, hot and cold water, adequate bench space of a hard impervious surface Sink in Accessible unit is accessible for washing up, filling jugs etc Washing liquid, dish brush, dish cloth, drying cloth and draining rack / area provided in a clean and well maintained condition Rubbish bin, dustpan and brush provided Adequate light distribution; all bulbs unless decorative or a tube have a shade / cover Some form of ventilation, either mechanical or outside opening window; spare power point available
1
Crockery, cutlery and glassware sufficient for number of guests. Items may be mismatched and showing signs of wear eg. marks and discolouration. Fridge with ice box available A Safe cooking appliance is provided eg. microwave, hotplate Dining facilities available eg. bench, bar or table Sink and bench top may show some wear and tear Floors, walls and ceilings may show some wear and tear Storage space is provided for food supplies
QUALITY SCORE 3
5
High quality crockery, cutlery and glassware is available for all guests and one visitor. Items retain their as new appearance Excellent range of quality cooking utensils, pots and pans / microwave dishes Spacious, fridge storage with freezer space Dining table and chairs are coordinated with the dcor and with seating for each sleeping position and two extra seats. Co-ordinated dcor; floor, wall, ceiling, sink and bench coverings which retain their as new appearance Sufficient floor and bench space is available to allow for preparation of a full meal. Food storage is in cupboards and drawers. A number of added amenities are provided for guest convenience (Min 4) High quality surfaces, considerable floor space Good ventilation is provided eg. range hood or fan vented outside Fixtures, fittings and joinery fit the dcor / design and retain their as new appearance
Matching crockery, cutlery and glassware including wine glasses are sufficient in number for guests and one visitor. Items show minimal wear. Microwave oven and / or hotplates with a range of microwaveable dishes / pots and pans with lids or covers Good range and quality of cooking utensils Matching dining table and chairs with at least one seat per sleeping position Floors, walls and ceilings are free of obvious wear and tear eg. chipped paint cracked tiles and scuff mark Bench, floor and storage space allows guest to prepare basic meal free of trip hazards. Added amenities are provided for guest convenience (min 2) eg., teapot, coffee plunger, biscuits etc some items are replaced daily with others available on request or for purchase Basic beverage selection provided with fresh milk available daily Well located appliances and power points for safety and ease of use Ventilation is provided either by vent or opening window Fixtures, fittings and joinery show minimal signs of wear eg. handles not chipped or broken, draws running smoothly, cupboard doors fit etc
Page 16

4.9 Lounge Area
Minimum of two seats provided Window coverings provided Television provided Heating available in room Natural light and ventilation provided Spare power point provided
1
Limited seating arrangements, mixed style acceptable Seating available other than bed Floors and walls maintained, some wear and tear acceptable Window coverings draw completely across the window Limited free floor space available to allow movement without restriction
QUALITY SCORE 3 4
Enough seating is available for each sleeping position. Well maintained and matching seats available (may be a mix of lounge and dining furniture) Floor coverings, walls and ceilings all in good condition with minimal wear and tear Floor space and furniture placement allow for designated number of guests to move freely Functional dcor with walls, ceilings and skirting boards all in good condition Television with remote at least up to 21 inch CRT, or any size flat screen. Location is appropriate to room Some added furnishings / facilities (min 3) for guest convenience eg. coffee table, outdoor seating area, artwork, additional TV channels etc
5
Lounge seating available for each sleeping position Coverings maintain their "as new appearance High grade carpeting or flooring providing a high level of comfort Coordinated dcor, maintaining as new appearance Wall coverings / paintwork maintained in as new appearance Window coverings in substantial fabrics are coordinated with the overall dcor and have blackout or similar linings to retain heat and keep out light Floor space and furniture placement allows for designated number of guests plus two visitors to move freely At least one television with remote at least 26 inch must be flat screen location is appropriate to room Televisions provided in all bedrooms Provision of a number of added facilities / furnishings for guest convenience:(min 5) eg. 32 inch or larger flat screen television, multimedia, private outdoor area with furniture, BBQ, stereo, , in-house videos, , additional TV channels via free view or in room sky decoder, desk with lighting, pre-programmed phones etc
Comments:
Page 17
5.0
Public Areas
5.1 Laundry and Drying Facilities

Washing machines, clothes drying facilities and iron / ironing board are available in clean working condition Hand washing and soaking facility provided Waste bin provided Washing powder available Adequate form of ventilation, such as an extractor fan or opening window Note: In scoring this quality area the Assessor will consider whether the laundry is fit for purpose taking into account the markets being targeted by the property (eg. families on holiday v short stay commercial reps), if there are irons in the units, if there are outdoor drying facilities
1
A clean, well maintained washing machine is provided Drying facilities and a clothes drier are provided Basic light fittings with adequate light distribution Floors, walls and ceilings may show
QUALITY SCORE 3
An approximate ratio 1 machine and 1 drier per 35 beds (excluding sofa beds) Machines are of automatic type and may be coin operated Laundry is for guest use only Laundry has natural lighting with directional light fittings so as not to cast shadows on work area Ventilation by way of ducting or window is provided Bench space or washing baskets is provided Multi function iron and ironing board are of good quality and permanently located with water jug (unless in all units) Washing tub has hot and cold water supplied Floors and walls are maintained with minimal sign of wear and tear Outdoor drying facilities are provided
5
Automatic washing Machine / drier numbers exceed the standard ratio Ample bench space provided Well maintained with coordinated dcor with floors, walls and ceilings retaining their as new appearance A number of added amenities and services for guest convenience eg. warm washes, seating, magazines, laundry service that is advertised in the room is available, laundry room is available for use 24 hours Free floor space allows for more than one user at the same time
Comments:
Page 18
5.0
Public Areas, continued
5.2 Extra Facilities

Examples might include: restaurant, bar, conference facility, infant facilities, childrens play area, BBQ area, swimming pool, sauna, spa, gym, business services. Apply fit for purpose as to what facilities are relevant for business type. Note: These facilities and services may be provided on- or off-site. Any off-site facilities are free to use as part of the stay at the establishment. They are optional requirements however, if provided, the quality, range, presentation, ease of use and location (ie. how nearby are they?) will be taken into account in the quality score.

All facilities provided are clearly stated in the compendium or other communication material in the unit Hours of availability of all extra facilities and recreation areas clearly posted All recreational equipment in good operating condition with instructions available
1
Limited range of additional features / recreational facilities, if any
QUALITY SCORE 3
A range of additional (minimum 3) recreational facilities Good quality of additional recreational facilities
5
Excellent range of additional (minimum 5) recreational facilities Excellent quality of additional recreational facilities
Comments:
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6.0
General Requirements
6.1 General Business Practices

Adequate public liability insurance cover of at least $1 million including punitive and exemplary damages Clear written standards for customer service ie. Suggest: Industry or QM Template Clear written procedure for handling of complaints ie. Suggest: Industry or QM template Acknowledgement of all written complaints Evidence of Compliance with Qualmarks Code of Ethics Commitment to good staff training and management practices 5 Star Minimum Requirements No section has a score less than 3 24 Hour on-site Manager Pillow menu
1
Written evidence of every day business practices eg. how to deal with reservations, meet & greet procedures etc Some form of staff training is provided eg. buddies-system Some documentation on key aspects of the businesss operations eg. key contacts, emergency procedures
QUALITY SCORE 3
Written evidence of good documentation of key business aspects eg. job descriptions, minders manual, cleaning schedules, maintenance plan, policies and procedures Documented staff induction process in place, including some training in customer service eg. checklists, service standards Appropriate monitoring of service standards eg. through analysing complaints, comments, guest feedback etc Membership of a relevant industry / business association (does not include marketing groups) ITOC, MANZ, TIA, Chamber of Commerce
5
Evidence of strong focus on customer service and continual improvement Comprehensive documentation of all key policies and procedures, proactive approach to quality management presented in an indexed ops manual Emphasis placed on staff training, especially in customer service and safety aspects eg. first aid training Proprietor takes a strategic outlook with evidence of marketing and / or business planning
Comments:
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7.0 Responsible Tourism Operations

7.1 Responsible Tourism Operations
Minimum Entry Requirements Any past environmental / community problems have been effectively overcome All necessary statutory licences, permits and / or consents have been obtained and are current. This includes concessions and / or consents for operating on land other than owned or leased. Where applicable, an operators land use complies with all regional, district and conservation management plans in place for the area. This is particularly relevant where the area is a national park, reserve and / or marine reserve. In regions which offer recycling (whether kerbside or transfer stations at dumps), facilities are in place for staff and customers / guests to collect and separate waste for recycling Evidence that a checklist or similar tool has been used to review the environmental impact of the business Any environmental claims made in promotional materials (including website communications) can be substantiated Evidence of 3 key initiatives in place that reduce waste, energy or water consumption Where applicable, effective air, water, noise and / or light pollution management is in place
Comments:
Page 21
8.0 Enviro Award Assessment

Note: This section is optional and has no effect on the overall score for the assessment
8.0
Enviro Award Assessment
Minimum Entry Requirements Any past environmental / community problems have been effectively overcome All necessary statutory licences, permits and / or consents have been obtained and are current. This includes concessions and / or consents for operating on land other than owned or leased. Where applicable, an operators land use complies with all regional, district and conservation management plans in place for the area. This is particularly relevant where the area is a national park, reserve and / or marine reserve. In regions which offer recycling (whether kerbside or transfer stations at dumps), facilities are in place for staff and customers / guests to collect and separate waste for recycling Evidence that a checklist or similar tool has been used to review the environmental impact of the business. Any environmental claims made in promotional materials (including website communications) can be substantiated Evidence of 3 key initiatives in place that reduce waste, energy or water consumption Where applicable, effective air, water, noise and / or light pollution management is in place
1
Evidence that an action plan is reviewed at least every 2 years and that improvement opportunities are identified
QUALITY SCORE 3
Documented evidence of monitoring at least 1 key aspect relevant to the major resource usages of the business Evidence that an Environmental & Social Responsibility Tourism Statement is publicly displayed to encourage customer engagement Evidence of 12 key initiatives that mitigate the major resource impact in waste, energy and water consumption are in place Evidence of significant contribution towards at least 1 community or conservation activity relevant to business size An individual or team within the business has formal responsibility for implementation of the plan and possible improvements
5
Documented evidence of using the Qualmark ECG or other monitoring tool for the two major resource uses of your business Evidence that staff are trained and follow the Responsible Tourism plan of action and can communicate it Evidence of 25 key initiatives in place including those that mitigate the major environmental impacts of the business under a do no harm principle Evidence of significant contribution towards at least 1 community and 1 conservation activity, relevant to business size Evidence that the business is taking a proactive role and is an exemplary advocate of responsible tourism
Evidence of 9 key initiatives that mitigate the major resource impact in waste, energy and water consumption are in place
Comments:
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Qualmark NZ Motel Criteria

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Qualmark NZ Motel Criteria

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Motel

Accommodation Assessment & Grading System

The Motel Assessment System

Glossary of terms and definitions

How does the scoring work?

How does this translate into a star grade?

Motel Accommodation Table of Contents

1.0 Overall Aspect and Appearance

1.0 Overall Aspect and Appearance, continued

Service and Hospitality Guest Care

Minimum Entry Requirements

3.0 Service and Hospitality Guest Care, continued

3.0 Service and Hospitality Guest Care, continued

3.0 Service and Hospitality Guest Care, continued

4.0 Units / Rooms

Overall Unit Internal Dcor:

Minimum Entry Requirements

4.0 Units / Rooms, continued

4.0 Units / Rooms, continued

Minimum Entry Requirements QUALITY SCORE 3

4.0 Units / Rooms, continued

Units / Rooms, continued

Units / Rooms, continued

Units / Rooms, continued

Minimum Entry Requirements

4.0 Units / Rooms, continued

4.0 Units / Rooms, continued

5.1 Laundry and Drying Facilities

Public Areas, continued

5.2 Extra Facilities

Minimum Entry Requirements

6.1 General Business Practices

7.0 Responsible Tourism Operations

8.0 Enviro Award Assessment

Enviro Award Assessment

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