tourism products rating guide - accomodation · ‘cruise tourism’ is defined as leisure travel...

Tourism Product Rating Guide ‐Karnataka

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Contents Introduction .......................................................................................................................................... 2 1.

1.1 Objective ....................................................................................................................................... 2

1.2 Products identified for Rating ....................................................................................................... 2

Quality Standards .................................................................................................................................. 6 2.

2.1 Determining the rating .................................................................................................................. 6

2.2 Quality Assessment ....................................................................................................................... 7

2.3 Quality Terminology ...................................................................................................................... 7

2.4 The Quality Score .......................................................................................................................... 7

2.5 Weightage of Parameters ............................................................................................................. 8

Quality Parameters for Assessment ...................................................................................................... 9 3.

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1. Introduction The Karnataka Tourism Policy 2015‐20 identifies about 18 tourism products for availing incentives and concessions from the government. It is assumed that the tourism products, if rated through a certified Accreditation Agency would have undergone rigorous assessment to ensure that they deliver a quality experience. Such accreditation would help develop effective and impactful tourism initiatives in the Karnataka region. The ratings would be used for the easy implementation of the tourism policy for providing various benefits like grants, tax exemptions, subsidies etc. and promoting various tourism products through promotion channels available with DoT as well as empanelled rating agencies.

1.1 Objective

The objectives of rating the Tourism Facilities are:

• Easy implementation of tourism policy for providing various benefits like grants, tax exemptions, subsidies etc.

• Promoting various tourism products through promotion channels available with DoT as well as through the websites of Rating Agencies.

• Filing projects for approvals before any parastatal body. • Recommendations to GoI and International agencies on tourism destinations and products. • Nomination of awards‐ Ratings of products will directly help in identifying, recognizing the

stakeholders in tourism.

1.2 Products identified for Rating

The products identified under the Karnataka Tourism Policy 2015‐20 for Rating are:

i. Hotels and Resorts

Hotel is an establishment providing accommodation, meals and other services for travelers and tourists, in tourist destinations of the state.

Resort is a place which provides services of a hotel along with other facilities to enhance relaxation, recreation, attracting visitors for vacations and/or tourism.

ii. Yatri Niwas

‘Yatri Niwas’ is defined as a budget accommodation facility; located on National, State and District Highways within a distance of at least 10 Km from an existing tourist destination and includes at least:

a) Six to Ten rentable rooms with attached toilets. b) Two dormitories with toilets ( one each for men and women), each dormitory with at least five to

ten beds; and

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c) A cafeteria

iii. Yuva Vasatigraha (Youth Hostels)

‘Youth Hostel’ is defined as a facility which provides budget/ inexpensive overnight lodging, particularly for budget tourists who are unable to afford expensive hotels. This facility could be in the form of individual rooms, shared rooms and dormitories.

iv. Homestays

Homestay is a private house of a local family offering accommodation to visitors/ tourists on rent basis. The number of room can vary from one to five.

v. Caravan Park

‘Caravan Park’ is a facility developed for parking of Caravans in earmarked spaces and includes other amenities. The caravan park would need to be developed in an area of at least two acres and include at least five parking bays.

vi. Museums and Galleries

‘Museum’ is an institution that cares for or conserves a collection of artifacts and other objects of scientific, artistic, cultural, historical, industrial, technological, climatic & environmental or vernacular importance and makes them available for tourists viewing through exhibits.

‘Galleries’ includes permanent structure premises in which paintings, sculptures and other art forms are exhibited for purposes of information dissemination/ sale and is accessible by the tourists.

vii. Eco‐ Tourism

Ecotourism product could be located in any protected areas, national parks, wildlife sanctuaries, community reserves; conservation reserves, sacred groves, or pilgrimage spots located within protected and/or forested areas. Eco‐Tourism is broadly defined as tourism which is ecologically sustainable. The concept of ecological sustainability subsumes the environmental carrying capacity of a given area. Eco‐tourism projects shall be governed by the following principles:

a) The local community should be involved leading to the overall economic development of the area;

b) The likely conflicts between resource use for eco‐tourism and the livelihood of local inhabitants should be identified and attempts made to minimize the same;

c) The type and scale of eco‐tourism development should be compatible with the environment and socio‐cultural characteristics of the local community, and;

d) It should be planned as a part of the overall area development strategy, guided by an integrated land‐use plan avoiding inter‐sectoral conflicts and ensuring sectoral integration, associated with commensurate expansion of public services;

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viii. Rural Tourism Project

‘Rural Tourism Project’ shall mean and include all of the following;

a) tourism that showcases the rural life, art, culture, craft, cuisine and heritage of rural locations in the State;

b) benefit the local community economically and socially; c) enables interaction between the tourists and the locals for a more enriching tourism experience

and d) is essentially an activity which takes place in the countryside.

The Project shall provide self employment opportunities and shall have a training centre to impart training on local art and craft. The Project shall also have an information centre and a sales outlet providing the necessary backward and forward linkages.

ix. Agri Tourism Centre

Agri Tourism product shall include setting up within a working farm or any agricultural, horticultural, or agribusiness operations for the purpose of tourists/ travelers visiting for leisure, education and must include:

a) any one of the following components ‐ horticulture orchard/garden/vineyard; fish pond; sericulture unit; apiculture unit; dairy farm; goat/piggery unit;

b) any two or more of the following activities / components ‐ farm camping, hands on farming, picking fruits/ vegetables, feeding animals, interactions with farmers on farming – process from sowing to reaping, etc.

‘Agri Tourism’ shall encourage active involvement in the activities of the farm or its operations.

x. Cruise Tourism

‘Cruise Tourism’ is defined as leisure travel between tourist destinations along the coastline or major rivers in Karnataka on a ship/ cruise liner and also involves development of a cruise terminal;

xi. Adventure Tourism

‘Adventure Tourism’ shall involve infrastructure and activities that provide the tourists with an opportunity to explore adventure and includes activities such as the following;

a) Land based – mountaineering and trekking b) Water based – river running, kayaking, river rafting, scuba diving, snorkeling, water skiing, jet

skiing, boat based fishing, surfing, sail boarding and wind surfing c) Air based – paragliding, parasailing and bungee jumping

xii. Entertainment Parks

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‘Entertainment Park’ is an outdoor recreation park and shall mean either of the following ‐ a theme park, an amusement park or a water park. An entertainment park offers relaxation and/ or recreation to visitors and includes amusement rides, games and other entertainment options.

xiii. Wayside Amenities

‘Wayside Amenity’ shall be defined as a facility comprising resting areas, toilets, cafeteria, mini store/ pharmacy and an information / souvenir booth; located on National, State and District Highways; for the benefit of travelers/ tourists.

xiv. Wellness/ Holistic Health Centre

‘Wellness/ Holistic Health Centre’ shall be defined as a facility that provides specialized therapy to tourists through alternate system of medicine such as AYUSH (Ayurveda, Yoga, Naturopathy, Unani, Siddha, and Homoeopathy) through professionally qualified personnel.

xv. Tourist Interpretation Centre

‘Tourist Interpretation Centre’ shall be defined as a facility for dissemination of knowledge of natural or cultural heritage to tourists; it provides a visitor an interpretation of the place of interest through a variety of media, such as video displays and exhibitions of material.

xvi. Tourist Information Kiosk

‘Tourist Information Kiosk’ shall be defined as a kiosk located at a public place or at transit points such as bus station, railway station, airport, sea port, etc.; providing basic information to tourists; including but not limited to the following;

a) Tourist destinations in the State b) Tourist maps of destinations c) Nearest basic amenity such as hotel, restaurant, bus stop, railway station, etc. d) Emergency contact numbers ‐ police, fire, hospital, etc. e) Modes of transport and means to reach destinations

xvii. Tourist Information Centre

‘Tourist Information Centre’ is a facility located at a public place or at transit points such as bus station, railway station, airport, sea port, etc.; which in addition to providing basic information to tourists, also enables hassle free travel/ tour/ stay for tourists. It would provide services including but not limited to the following;

a) Plan and customize tour/ travel/ stay in the city/ State based on tourist requirements b) Book accommodation in hotels/ home stays/ etc. c) Book travel through taxi/ bus/ train/ flight/ ferry, etc.

xviii. Vocational Training Institutes (Training and HRD Infrastructure)

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Vocational Training Institutes shall be defined as institutions established for providing training and skill development courses for tour guides, tour operators in areas such as culinary skills, hotel management, tourism facility management etc.

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2. Quality Standards The standards defined in this booklet shall be applied by the empanelled Rating Agencies for assessing the quality of tourism products in Karnataka.

2.1 Determining the rating

For determining the rating for any tourism product, the following three steps would be adopted:

• All relevant requirements (as stated in this booklet) must be met. • The overall percentage score for quality must reach the appropriate band. • The standard of quality would be evaluated broadly in the five critical areas as highlighted

below.

The rating level across all of these five areas must be met in order to achieve a particular rating.

Infrastructure

Services

Safety & Security

Statutory Compliances

Good Design Practices


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2.2 Quality Assessment

Following factors would need to be accounted while assessing the quality:

2.3 Quality Terminology

Phrases such as ‘good’, ‘very good’ etc. shall be used to signify ascending levels of quality in broad terms. These standards will indicate typical consumer expectations of each rating. Nevertheless, these standards would be neither prescriptive nor definitive because the wide variety of quality elements can be included – for example, style, which can range from traditional to minimalist.

2.4 The Quality Score

It is to be noted that quality is of key importance but visitors also expect the level of services and range of facilities to increase at each rating level.

The rating would be carried out on a scale of A to E with (+) or (‐) modifiers for A through C except D and E, to reflect comparative standing within the category. To obtain a higher rating a progressively higher quality and range of services and physical facilities should be provided across all areas.

Inherent value of an the product.Intrinsic quality

Maintenance and appearance of the product. Is it fit for the purpose?Condition

Does the quality of the product detract in any way from the comfort of theuser?

Comfort

Evident care should be taken to ensure that the visitor's experience isspecial and of the same high standards for all.

Attention toDetail

Visitor's experience is enhanced through choice.

Guests’ choiceand ease of use

The way the contents are presented to the visitors. This is further improvedby how usable the visitor finds the product or the contents of the product.

Presentation


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2.5 Weightage of Parameters

Please note that the parameters provided in this guide will constitute only 80% weightage of the Rating. The balance 20% weightage would depend on the parameters formulated by each Rating Agency based on their experience and internal procedures, and would be entirely on the discretion of each Rating Agency. These parameters could vary from one Agency to another.

The final Rating would be awarded based on the break‐up of parameters as follows:

PARAMETERS WEIGHTAGE Parameters provided in Rating Guide (P1) 80% Parameters formulated by the Empaneled Rating Agency (P2) 20% FINAL RATING PARAMETERS CONSOLIDATION OF P1 &P2

The Rating Agencies will evaluate and give a quality score to all major aspects of the facilities and services.

Category Description A Highest Quality of Facility B Adequate Quality of Facility C Moderate Quality of Facility D Average Quality of Facility E Low Quality of Facility In order to qualify into a particular ranking, the broad parameters defined for each of the Tourism Product has to meet the minimum percentage requirement in addition to the overall percentage. The percentage requirements are detailed below.

Ratings A+ A A‐ B+ B B‐ C+ C C‐ D E

Rating Bands 100%‐95%

94%‐91%

90%‐83%

82%‐78%

77%‐74%

73%‐68%

67%‐62%

61%‐58%

57%‐55%

54%‐39%

<39%

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3. Quality Parameters for Assessment Each tourism product would have a combination of mandatory facilities/ services and optional facilities/ services. The products providing optional facilities/ services over and above additional facilities/ services would be awarded a higher score. The broad parameters* for assessment of mandatory and additional facilities/ services for each Tourism Product are provided in this section. Following table describes

3.1 Scoring (Applicable for Homestays, Resorts, Hotels, Yatri Niwas, Youth Hostel and Dormitories)

Broad Parameters Weightage Sub‐Parameters.

Infrastructure 35% i)Exterior Infrastructure ii) Guest Room Facilities iii) Bathroom etc.

Services 35% i) Check in Check out Experiences

ii) Guest Rooms etc.

Safety & Security 10% i) CCTV ii) Security etc.

Statutory Compliance 10% i) Eco‐ Friendly Measures

iii) Average Room Revenue etc.

Good Design Practices 10% i) Ventilation ii) Wheel Chairs iii) Antiskid Flooring etc

The maximum weightage to be given for each of the broad parameters is as described above. The Sub parameters have to be scored within the allowable weightage. Apart from these, data related to Location, Promoter’s Strength and few optional facilities will also be collected during the rating of each product for information.

*All the parameters elaborated in this section are indicative in nature.

Homestays

NAME OF THE FACILITY:

ADDRESS:

OWNED/ MANAGED BY:

RATED BY

SUB PARAMETER

FACTORS TO BE CONSIDERED OBTAINED SCORING

EXCELLENT ‐ 5 VERY GOOD – 4 GOOD – 3 AVERAGE – 2 POOR ‐ 1

FINAL SCORING

INFRASTRUCTURE (Weightage – 35%)

Exterior Infrastructure and common areas

1. Condition of/ distance from the main road/ accessibility

2. Presence of Perimeter Fencing

3. Appearance of External Façade/ elevation/ overall look and feel 4. One Parking per 3 rentable rooms5. Presence of Green Space/ Open Space in front/ Landscaped area

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SUB PARAMETER



FINAL SCORING

6. Board/ Hoarding indicating 'Approved and Supported by Government of Karnataka'

7. Suitability of Exterior Lighting in common area/ signage visibility especially in the night

8. Are external areas kept litter free?

9. When provided, are there sufficient bins? Are bins emptied regularlyenough, especially at busy periods?

10. Is external furniture, such as seating and car park kept clean? 11. Are windows clean?12. Are internal floors clean, tidy and dust free?13. Are there regular and effective cleaning schedules?14. Is there close attention to detail, especially at eye level and at areas

where dust may collect, such as light fixtures?

Bathroom and Toilet

1. Presence of WC with seat, lid and toilet paper2. Availability of 24X7 running hot & cold water3. Level of Cleanliness and maintenance of toilets including walls, floors,

handles, sanitary ware, taps, wastes, extractor fans, toilet brushes and waste bins in designated accessible WCs

4. Presence of Water saving taps/ shower

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SUB PARAMETER



FINAL SCORING

5. Presence of defined shower and WC area

6. Ventilation of Toilets/ Bathrooms either naturally/ exhaust fans or in any other mode

7. Availability of complementary toiletries such as soap/ shampoo etc.

Kitchen

1. Availability of multiple variants/ cuisines including healthy food options2. Well maintained smoke free, clean, hygienic, pest free kitchen 3. Presence of seating area with chairs/ tables/ benches or comfortable

floor seating 4. Quality of crockery and cutlery or other serving utensils5. Prompt attention to requests6. Sufficient levels of staff and competent supervision7. Professional style and good customer care8. Use of local and seasonal ingredients9. Clear indication of price with taxes

10. Helpful descriptions and information

Common lounge

1. A lounge or seating arrangement in the lobby2. An identified reception/ welcome area ‐ A lounge or lobby with seating

arrangement 3. Availability of book/ music/ other similar medium for providing

information on the state Guest Room Facilities 1. 1 to 5 lettable rooms having the following characteristics ‐ clean, airy,

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SUB PARAMETER



FINAL SCORING

pest free, dampness free, and well ‐ ventilated2. A configuration of double bed ‐ king size/ queen size/ single bed with

comfortable mattresses with clean linen 3. Provision of A/C or heating facility depending the weather conditions to

ensure the temperature could be stabilized between 22° ‐ 25° C 4. Availability of Iron with iron board on request5. Availability of minimum two 5 amp earthed power socket6. Availability of wardrobe with at least 3 clothes hangers7. Availability of shelves or drawer space in guest rooms8. Availability of complimentary Purifier/RO/mineral water9. Adequate furniture including seating provision, study table etc. to make

the stay comfortable & avoiding clutter 10. Availability of Internet/ Wi ‐ Fi facility11. Availability telephone with extension12. Availability of refrigerator facility on request13. Availability of safe Keeping facilities in the room

SUB TOTAL

SUB SCORING = SCORE MULTIPLIER (0.149) X SUB TOTAL

SERVICES (Weightage – 35%) Check in Check out 1. Ease of check in i.e.; registration forms for checking in, level of

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SUB PARAMETER



FINAL SCORING

Experiences information, mode of registering ‐ filling up hard copies or online documentation required etc.

2. Acceptance of credit card and booking + payment through internet 3. Quality of Welcome (level of warmth, assistance in check in, availability

of general information), Communication capability and courtesy of front office staff

Other Services

1. Assistance with luggage2. Wake‐up call service on request3. Laundry and Dry ‐ cleaning services4. Display of critical information such as: Name, Address and telephone

numbers of doctors with front desk 5. Availability of Newspapers6. Access to Travel desk facilities (clear display of types of rooms, room

tariffs, any additional discounts, through tariff card/ standard procedure/ online facility etc.)

7. Availability of information on close by destinations, places to visit, cab details, eating joint details etc.

8. Left luggage facilities9. Health/ Fitness facilities10. Paid transportation on call11. Availability of shoe cleaning service

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SUB PARAMETER



FINAL SCORING

11. Availability of cab/ cab booking on request12. Availability of guides on request13. Availability of health/ yoga instructor on request14. Availability of Masseur on request

Staff Efficiency, Customer Care and Knowledge

1. How well trained and knowledgeable are the staff?2. Do they fully demonstrate their knowledge?3. Are staff customer focused and do they provide service with a smile?4. Have customer‐facing staff been trained in disability and equality

awareness? SUB TOTAL


SAFETY AND SECURITY (Weightage – 10%)

1. Availability of first aid kit with Over the Counter medicines with front desk

2. Staff trained in first aid 3. Each bedroom door fitted with lock and key viewport/ peephole &

internal securing device 4. Security arrangements for all homestay entrances

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SUB PARAMETER



FINAL SCORING

5. Availability of CCTV 6. Fire and emergency procedure notices 7. Staff trained in firefighting drill SUB TOTAL SUB SCORING = SCORE MULTIPLIER (0.286) X SUB TOTAL STATUTORY COMPLIANCES (Weightage – 10%)

Adherence to Statutory Compliances

1. Copy of Land Use Permit from local authorities 2. If Public/ private limited company with copies of Memorandum and

Articles of Association 3. If Partnership, a copy of partnership deed and certificate of

registration/ If proprietary concern, name and address of proprietor/certificate of registration

4. Public areas Certificates/No Objection Certificates (attested copies)

from the following authorities: Municipal authorities, Concerned Police Authorities

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SUB PARAMETER



FINAL SCORING

5. Any other local authority as maybe required (Viz. Pollution Control Board)

6. Approval of the project from DoT

7. Clearance Certificate from Municipal Health Officer/ Sanitary

Inspector 8. Timely payment of all taxes (Should be able to produce tax receipt

for last 3 years)

Eco Friendly Measures

1. Eco ‐ friendly approach and contributing to less pollution of air and water

2. Incorporating Rain water harvesting facility 3. Incorporating recycling of water through water treatment plant 4. Waste management 5. Introduction of non CFC equipment for refrigeration and air

conditioning 6. Energy / water conservation (use of Energy Saving lamps like LED,

CFL etc; solar energy; water saving devices / taps) SUB TOTAL

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SUB PARAMETER



FINAL SCORING

SUB SCORING = SCORE MULTIPLIER (0.143) X SUB TOTAL GOOD DESIGN PRACTICES (Weightage – 10%)

1. Appropriate Ventilation (Natural and artificial) and natural light within the premises

2. Clear and uninterrupted circulation with respect to the privacy of the guests (External and internal)

3. Wheel Chair (Access in common areas and at least 1 in every 3 rooms)

4. Provision of ramp with anti‐slip flooring 5. Children Friendly premises 6. Senior Citizen Friendly premises

SUB TOTAL SUB SCORING = SCORE MULTIPLIER (0.333) X SUB TOTAL TOTAL SCORE

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SUB PARAMETER



FINAL SCORING

RATING OBTAINED

Grade Required PercentageA+ 95% ≤Overall ≤100% A 91%≤Overall ≤94% A‐ 83%≤ Overall ≤ 90%B+ 78%≤ Overall ≤ 82%B 74%≤Overall ≤ 77%B‐ 68%≤ Overall ≤ 73%C+ 62%≤Overall ≤ 67% C 58% ≤ Overall ≤ 61% C‐ 55% ≤ Overall ≤ 57% D 39% ≤Overall ≤ 54% E Overall < 39%

Apart from the above said broad and sub parameters, the following information also will be collected during the rating of homestays.

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Location:

DISTANCE (IN KMS)

Location (Please give co‐ordinates)

1. Distance from nearest towns (km) 2. Distance from nearest railway station

3. Distance from nearest airport

4. Distance from nearest bus stand 5. Distance from nearest shopping centre 6. Distance from nearest Hospital/ Dispensary

Promoters’ Profile and Strength:

Promoters’ Profile and Strength

1. Experience (In Years) 2. Financial Strength (Rs.)

‐ Net Worth ‐ Turnover in last 3 years

Additional Facility:

(Y/N) Additional Facilities 1. Smoke detectors

2. Any other facility ‐

Rated By:

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Agency:

Date:

Signature:

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Hotels


ADDRESS:

OWNED/ MANAGED BY:

RATED BY

SUB PARAMETER



FINAL SCORING



1. Condition of the access road, also considering distance from the main road , accessibility and visibility from the main road.

2. Presence of Perimeter Fencing and definition of the boundary.

3. Appearance of External Façade, elevation and overall look and feel of the facade

4. Parking as per prescribed by‐laws, local rules and development norms5. Presence of Green Space, availability of Open Space in front, Landscaped

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SUB PARAMETER



FINAL SCORING

area, water bodies or other natural features.6. Board/ Hoarding indicating 'Approved and Supported by Government of

Karnataka' 7. Suitability of Exterior Lighting in common area

8. Signage visibility especially in the night. How practical and effective is the positioning of signage? Do buildings, vegetation or other signs obscure any signage?

9. Are external areas kept litter free?10. When provided, are there sufficient bins? Are bins emptied regularly

enough, especially at busy periods? 11. Is external furniture, such as seating and car park kept clean? 12. Are windows clean?13. Are internal floors clean, tidy and dust free?14. Are there regular and effective cleaning schedules?15. Is there close attention to detail, especially at eye level and at areas

where dust may collect, such as light fixtures?

Bathroom and Toilet

1. 1 bath towel and 1 hand‐towel to be provided per guest 2. Availability of complementary toiletries such as soap/ shampoo etc. 3. Availability of clothes‐hook in each bath/shower room 4. Availability of sanitary bin 5. Presence of WC with seat, lid and toilet paper

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SUB PARAMETER



FINAL SCORING

6. Floors and walls should have non‐porous surfaces 7. Availability of 24X7 running hot & cold water 8. Level of Cleanliness and maintenance of toilets including walls, floors,





12. Presence of Bath tubs/ Shower closet 13. Presence of Hairdryers

Kitchen

1. Daily germicidal cleaning of floors and Well maintained smoke free, clean, hygienic, pest free kitchen

2. Segregated storage of meat, fish and vegetables 3. Availability of refrigerator with deep freeze 4. Presence of Tiled walls, anti – skid floors 5. Using head covering for production staff 6. Using Clean utensils 7. Availability of six monthly medical checks for production staff 8. Regular cleaning of all food grade equipment, containers

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SUB PARAMETER



FINAL SCORING

9. Existence of proper ventilation in Kitchen either naturally/ exhaust fans or in any other mode

10. Level of cleanliness of areas where food is displayed and served, such as shelving, cold cabinets and hot plates, should be cleaned regularly.

11. Level of cleanliness of crockery, cutlery, cutlery containers, and drinkingglasses and drink dispensers.

12. Quality of available drinking water with the provision of RO or filter 13. Segregation of wet and dry garbage 14. Receiving and stores to be clean properly and distinct segregation of

receiving and store from garbage area

Common Areas and Facilities

1. An identified reception/ welcome area ‐ A lounge or lobby with seating arrangement

2. A lounge or seating arrangement in the lobby 3. Availability of book/ music/ other similar medium for providing

information on the state

4. Presence of Banquet Hall(s) 5. Presence of Conference Hall(s)/ MICE Facilities 6. Presence of public rest rooms for Ladies and Gents with appropriate

toiletries, clean hand towels, washbasins with running hot and cold water, mirror(s), covered sanitary bins and hand drying machines.

7. Presence of ramps with anti‐ slips floors and handrails at the entrance.

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SUB PARAMETER



FINAL SCORING

Minimum door width should be 32" to allow wheelchair access and other facilities for the physically challenged

8. Available facilities for aurally/visually handicapped 9. Provision of A/C or heating facility depending the weather conditions to

ensure the temperature could be stabilized between 22° ‐ 25° C

10. Presence of minimum 20 lettable rooms with outside window/ natural ventilation

Guest Room Facilities

1. A configuration of double bed ‐ king size/ queen size/ single bed with comfortable mattresses with clean linen

2. Availability of minimum 2 bed sheets, pillow & case, blanket, mattress protector/ bed cover.

3. Availability of sufficient lighting (minimum 1 fixture per bed) 4. Availability of a ward robe with minimum 3 clothes hangers per guest 5. Adequate furniture including seating provision, study table etc. to make

the stay comfortable & avoiding clutter

6. Provision of A/C or heating facility depending the weather conditions to ensure the temperature could be stabilized between 22° ‐ 25° C

7. Presence of shelves or drawer space 8. Opaque curtains or screening at all windows9. Availability of complimentary bottled water (minimum 500 ml per day

per guest)

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SUB PARAMETER



FINAL SCORING

10. Availability of RO/filters drinking water + 1 glass tumbler per guest (on request)

11. Presence of a mirror, at least half length (3')12. Minimum bed width for single (90cm) and double beds (135cm) 13. Availability of Iron with iron board on request14. Availability of minimum two 5 amp earthed power socket15. Availability of wardrobe with at least 3 clothes hangers16. Availability of a writing surface with sufficient lighting17. Availability of stationary folder containing stationery and envelopes 18. Presence of 'do not disturb' , and other notices19. Availability of safe / vault facility for valuables20. Availability of a wastepaper basket21. Availability of TV ‐ cable or dish connection22. Availability of Internet/ Wi ‐ Fi facility23. Availability telephone with extension

24. Availability of refrigerator facility with chargeable F&B itemsSUB TOTAL


SERVICES (Weightage – 35%) Check in Check out 1. Acceptance of credit card and booking + payment through internet

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SUB PARAMETER



FINAL SCORING

Experiences 2. Quality of Welcome (level of warmth, assistance in check in, availability of general information), Communication capability and courtesy of front office staff

3. Level of communication capability and courtesy of front office staff

Other Services




7. Availability of information on near‐by destinations, places to visit, cab details, eating joint details etc.

8. Presence of Left luggage facilities9. Provision for emergency supplies of first aid kit10. Presence of souvenir Shop/Kiosk11. Health/ Fitness facilities12. Paid transportation on call13. Availability of guides on request14. Availability of health/ yoga instructor on request

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SUB PARAMETER



FINAL SCORING

15. Availability of Masseur on request16. How well trained and knowledgeable are the staff?


1. Do they fully demonstrate their knowledge?2. Are staff customer focused and do they provide service with a smile?

3. Have customer‐facing staff been trained in disability and equality awareness?

Restaurant and Catering Services

1. Is there well organized and effective queue management? This could be either forced flow or free flow, depending on the style and size of the attraction

2. Can the visitor maneuver comfortably around the facility, includingbetween seating? Does the layout suit the target market, including families with pushchairs and older visitors

3. Does counter service have a logical layout? Are there clear menu itemSections, e.g. cold food all together?

4. Is the counter or a section of the counter accessible to people of shortstature, wheelchair users and children

5. If there is outdoor seating, is it conveniently located?6. Are items on self‐service counters clearly visible, priced and within the

customer’s reach. 7. Availability of multiple variants/ cuisines including healthy food options

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SUB PARAMETER



FINAL SCORING

8. Is the facility themed?9. Is there music and does this enhances or hinder?10. Are there flowers on the tables?11. Is there a choice of seating with and without armrests12. Efficient and consistent standard of service appropriate to style of

operation 13. Quality of crockery and cutlery or other serving utensils

14. Availability of Sufficient levels of staff attending all the guests and competent supervision

15. Range of options on the menu to see if there are

healthy options, vegetarian options, dishes using local ingredients, children’s food and allergen free alternatives, such as dairy free, wheat‐free, lactose free and nut free.

16. Attentiveness and availability of staff and prompt attention to requests

17. A large print menu should be available in at least 16 point and in a clear

font.

SUB TOTAL


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SUB PARAMETER



FINAL SCORING

SAFETY AND SECURITY (Weightage – 10%) 1. Staff trained in first aid 2. Each bedroom door fitted with lock and key viewport/ peephole &

internal securing device 3. Security arrangements for all hotel entrances 4. Availability of CCTV and all common areas monitored through the same 5. Fire and emergency procedure notices displayed in rooms behind doors 6. Staff trained in firefighting drill 7. Presence of Smoke detectors SUB TOTAL SUB SCORING = SCORE MULTIPLIER (0.285) X SUB TOTAL

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SUB PARAMETER



FINAL SCORING

STATUTORY COMPLIANCES (Weightage – 10%)







5. Any other local authority as maybe required (Viz. Pollution Control

Board) 6. Approval of the project from DoT 7. Clearance Certificate from Municipal Health Officer/ Sanitary

Inspector 8. Timely payment of all taxes (Should be able to produce tax receipt

for last 3 years) 9. No Objection Certificate with respect to firefighting arrangements

from the Fire Service Department and other applicable authorities

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SUB PARAMETER



FINAL SCORING



1. Incorporating Rain water harvesting facility 2. Incorporating recycling of water through water treatment plant 3. Presence of Efficient Waste management facility 4. Introduction of non CFC equipment for refrigeration and air

conditioning 5. Energy / water conservation (use of Energy Saving lamps like LED,

CFL etc; solar energy; water saving devices / taps) SUB TOTAL SUB SCORING = SCORE MULTIPLIER (0.1333) X SUB TOTAL GOOD DESIGN PRACTICES (Weightage – 10%)

1. Clear and uninterrupted circulation with respect to the privacy of

the guests – Barrier Free Design (External and internal) 2. Appropriate Ventilation (Natural and artificial) and natural light

within the premises

Page | 35

SUB PARAMETER



FINAL SCORING

3. Wheel Chair (Access in common areas and at least 1 in every 3 rooms)

4. Provision of ramp with anti‐slip flooring 5. Children Friendly premises 6. Senior Citizen Friendly premises SUB TOTAL SUB SCORING = SCORE MULTIPLIER (0.333) X SUB TOTAL TOTAL SCORE RATING AWARDED

Grade Required Percentage A+ 95% ≤Overall ≤100%A 91%≤Overall ≤94% A‐ 83%≤ Overall ≤ 90%

Page | 36

Grade Required PercentageB+ 78%≤ Overall ≤ 82%B 74%≤Overall ≤ 77%B‐ 68%≤ Overall ≤ 73% C+ 62%≤Overall ≤ 67% C 58% ≤ Overall ≤ 61% C‐ 55% ≤ Overall ≤ 57% D 39% ≤Overall ≤ 54% E Overall < 39%

Apart from the above said broad and sub parameters, the following information also will be collected during the rating of hotels.

Location:

DISTANCE (IN KMS)






Promoters’ Profile and

1. Experience (In Years) 2. Financial Strength (Rs.)

‐ Net Worth ‐ Turnover in last 3 years

Page | 37

Strength


(Y/N) Additional Facilities 1. Availability of public telephones for long distance calling

2. Installation of Sewage Treatment Plant 3. Tourism Information Centre

4. Bookshop 5. Beauty Salon and Barbers Shop 6. Money changing facilities 7. Any one of the following certification ISO certification/ Ecotel

certification/ LEED certification

Rated By:

Agency:

Date:

Signature:

Page | 38

Resorts


ADDRESS:

OWNED/ MANAGED BY:

RATED BY

SUB PARAMETER



FINAL SCORING



1. Condition of the access road, also considering distance from the main road , accessibility and visibility from the main road.

2. Presence of Perimeter Fencing and definition of the boundary.

3. Appearance of External Façade, elevation and overall look and feel of the façade

4. Parking as per prescribed by‐laws, local rules and development norms5. Presence of Green Space, availability of Open Space in front, Landscaped

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SUB PARAMETER



FINAL SCORING

area, water bodies or other natural features.6. Board/ Hoarding indicating 'Approved and Supported by Government of

Karnataka' 7. Suitability of Exterior Lighting in common area

8. Signage visibility especially in the night. How practical and effective is the positioning of signage? Do buildings, vegetation or other signs obscure any signage?

9. Are external areas kept litter free?10. When provided, are there sufficient bins? Are bins emptied regularly

enough, especially at busy periods? 11. Is external furniture, such as seating and car park kept clean? 12. Are windows clean?13. Are internal floors clean, tidy and dust free?14. Are there regular and effective cleaning schedules?15. Is there close attention to detail, especially at eye level and at areas

where dust may collect, such as light fixtures? 16. Is there a swimming pool at the premises, or any waterfront

development which gives an opportunity to interact with water related activities?

Bathroom and Toilet 1. 1 bath towel and 1 hand‐towel to be provided per guest 2. Availability of complementary toiletries such as soap/ shampoo etc.

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SUB PARAMETER



FINAL SCORING

3. Availability of clothes‐hook in each bath/shower room 4. Availability of sanitary bin 5. Presence of WC with seat, lid and toilet paper 6. Floors and walls should have non‐porous surfaces 7. Availability of 24X7 running hot & cold water 8. Level of Cleanliness and maintenance of toilets including walls, floors,





12. Presence of Bath tubs/ Shower closet 13. Presence of Hairdryers

Kitchen

1. Daily germicidal cleaning of floors and Well maintained smoke free, clean, hygienic, pest free kitchen

2. Segregated storage of meat, fish and vegetables 3. Availability of refrigerator with deep freeze 4. Presence of Tiled walls, anti – skid floors 5. Using head covering for production staff

Page | 41

SUB PARAMETER



FINAL SCORING

6. Regular cleaning of all food grade equipment, containers 7. Existence of proper ventilation in Kitchen either naturally/ exhaust fans

or in any other mode

8. Level of cleanliness of areas where food is displayed and served, such as shelving, cold cabinets and hot plates, should be cleaned regularly.

9. Level of cleanliness of crockery, cutlery, cutlery containers, and drinking glasses and drink dispensers.

10. Quality of available drinking water with the provision of RO or filter 11. Segregation of wet and dry garbage 12. Receiving and stores to be clean properly and distinct segregation of

receiving and store from garbage area

Common Areas and Facilities

1. An identified reception/ welcome area ‐ A lounge or lobby with seating arrangement

2. A lounge or seating arrangement in the lobby 3. Availability of book/ music/ other similar medium for providing

information on the state

4. Presence of Banquet Halls 5. Presence of Conference Halls & MICE Facilities 6. Presence of public rest rooms for Ladies and Gents with soap and clean

towels, a washbasin with running hot and cold water, a mirror, a sanitary bin with lid in toilet

Page | 42

SUB PARAMETER



FINAL SCORING

7. Presence of ramps with anti‐ slips floors and handrails at the entrance. Minimum door width should be 32" to allow wheelchair access and other facilities for the physically challenged

8. Available facilities for aurally/visually handicapped 9. Provision of A/C or heating facility depending the weather conditions to

ensure the temperature could be stabilized between 22° ‐ 25° C

10. Presence of minimum 10 lettable rooms/ cottages/ studios with outside window/ natural ventilation and pleasant view

11. A configuration of double bed ‐ king size/ queen size/ single bed with comfortable mattresses with clean linen

12. Availability of minimum 2 bed sheets, pillow & case, blanket, mattress protector/ bed cover.

13. Availability of sufficient lighting minimum 1 per bed 14. Availability of a ward robe with minimum 3 clothes hangers per bedding 15. Adequate furniture including seating provision, study table etc. to make

the stay comfortable & avoiding clutter

16. Provision of A/C or heating facility depending the weather conditions to ensure the temperature could be stabilized between 22° ‐ 25° C

17. Presence of shelves or drawer space18. Opaque curtains or screening at all windows19. Availability of complimentary bottled water (minimum 500 ml per day

Page | 43

SUB PARAMETER



FINAL SCORING

per guest)20. Availability of RO/filters drinking water + 1 glass tumbler per guest (on

request) 21. Presence of a mirror, at least half length (3')22. Minimum bed width for single (90cm) and double beds (135cm) 23. Availability of Iron with iron board on request24. Availability of minimum two 5 amp earthed power socket25. Availability of wardrobe with at least 3 clothes hangers26. Availability of a writing surface with sufficient lighting27. Availability of stationary folder containing stationery and envelopes 28. Presence of 'do not disturb' , and other notices29. Availability of safe / vault facility for valuables. (In room facilities will be

provided higher rating) 30. Availability of a wastepaper basket31. Availability of TV ‐ cable or dish connection32. Availability of Internet/ Wi ‐ Fi facility

33. Availability telephone with extension34. Availability of refrigerator facility with chargeable F&B items

SUB TOTAL


Page | 44

SUB PARAMETER



FINAL SCORING

SERVICES (Weightage – 35%)

Check in Check out Experiences

1. Ease of check in i.e.; registration forms for checking in, level of information, mode of registering ‐ filling up hard copies or online documentation required etc.

2. Acceptance of credit card and booking + payment through internet 3. Quality of Welcome (level of warmth, assistance in check in, availability

of general information), Communication capability and courtesy of front office staff

4. Level of communication capability and courtesy of front office staff

Other Services




7. Availability of information on near‐by destinations, places to visit, cab details, eating joint details etc.

8. Presence of Left luggage facilities

Page | 45

SUB PARAMETER



FINAL SCORING

9. Provision for emergency supplies of first aid kit10. Presence of souvenir Shop/Kiosk11. Health/ Fitness facilities12. Paid transportation on call13. Availability of guides on request14. Availability of health/ yoga instructor on request15. Availability of Masseur on request


1. How well trained and knowledgeable are the staff?2. Do they fully demonstrate their knowledge?3. Are staff customer focused and do they provide service with a smile? 4. Have customer‐facing staff been trained in disability and equality

awareness?

Restaurant and Catering Services

1. Level of Professional presentation including daily specials menu 2. Is there well organized and effective queue management? This could

be either forced flow or free flow, depending on the style and size of the attraction

3. Can the visitor maneuver comfortably around the facility, includingbetween seating? Does the layout suit the target market, including families with pushchairs and older visitors

4. Does counter service have a logical layout? Are there clear menu item

Page | 46

SUB PARAMETER



FINAL SCORING

sections, e.g. cold food all together?5. Is the counter or a section of the counter accessible to people of short

stature, wheelchair users and children 6. If there is outdoor seating, is it conveniently located?7. Are items on self‐service counters clearly visible, priced and within the

customer’s reach. 8. Availability of multiple variants/ cuisines including healthy food options9. Is the facility themed?10. Is there music and does this enhances or hinder?11. Are there flowers on the tables?12. Is there a choice of seating with and without armrests13. Efficient and consistent standard of service appropriate to style of

operation

14. Quality of crockery and cutlery or other serving utensils15. Availability of Sufficient levels of staff attending all the guests and

competent supervision 16. Range of options on the menu to see if there are

healthy options, vegetarian options, dishes using local ingredients, children’s food and allergen free alternatives, such as dairy free, wheat free, lactose free and nut free.

17. Attentiveness and availability of staff and prompt attention to requests18. A large print menu should be available in at least 16 point and in a clear

Page | 47

SUB PARAMETER



FINAL SCORING

font. SUB TOTAL


SAFETY AND SECURITY (Weightage – 10%)

1. Availability of first aid kit with Over the Counter medicines with front desk

2. Staff trained in first aid 3. Each bedroom door fitted with lock and key viewport/ peephole &

internal securing device 4. Security arrangements for all Resort entrances 5. Availability of CCTV and all common areas monitored through the same 6. Fire and emergency procedure notices displayed in rooms behind doors 7. Staff trained in firefighting drill 8. Presence of Smoke detectors

Page | 48

SUB PARAMETER



FINAL SCORING

SUB TOTAL SUB SCORING = SCORE MULTIPLIER (0.25) X SUB TOTAL STATUTORY COMPLIANCES (Weightage – 10%)







5. Any other local authority as maybe required (Viz. Pollution Control

Board) 6. Approval of the project from DoT 7. Clearance Certificate from Municipal Health Officer/ Sanitary

Inspector

Page | 49

SUB PARAMETER



FINAL SCORING

8. Timely payment of all taxes (Should be able to produce tax receipt for last 3 years)

9. No Objection Certificate with respect to firefighting arrangements from the Fire Service Department and other applicable authorities



2. Incorporating Rain water harvesting facility 3. Incorporating recycling of water through water treatment

plant 4. Presence of Efficient Waste management facility 5. Introduction of non CFC equipment for refrigeration and air

conditioning 6. Energy / water conservation (use of Energy Saving lamps like

LED, CFL etc; solar energy; water saving devices / taps) SUB TOTAL SUB SCORING = SCORE MULTIPLIER (0.1333) X SUB TOTAL

Page | 50

SUB PARAMETER



FINAL SCORING

GOOD DESIGN PRACTICES (Weightage – 10%)

Eco‐friendly Measures

1. Appropriate Ventilation (Natural and artificial) and natural light within the premises

2. Clear and uninterrupted circulation with respect to the privacy of the guests – Barrier Free Design (External and internal)

3. Wheel Chair (Access in common areas and at least 1 in every

3 rooms) 4. Provision of ramp with anti‐slip flooring 5. Children Friendly premises 6. Senior Citizen Friendly premises

SUB TOTAL SUB SCORING = SCORE MULTIPLIER (0.333) X SUB TOTAL TOTAL SCORE

Page | 51

SUB PARAMETER



FINAL SCORING

RATING OBTAINED

Grade Required PercentageA+ 95% ≤Overall ≤100% A 91%≤Overall ≤94% A‐ 83%≤ Overall ≤ 90%B+ 78%≤ Overall ≤ 82%B 74%≤Overall ≤ 77%B‐ 68%≤ Overall ≤ 73%C+ 62%≤Overall ≤ 67% C 58% ≤ Overall ≤ 61% C‐ 55% ≤ Overall ≤ 57% D 39% ≤Overall ≤ 54% E Overall < 39%

Apart from the above said broad and sub parameters, the following information also will be collected during the rating of Resorts.

Page | 52

Location:

DISTANCE (IN KMS)






Promoters’ Profile and Strength

1. Experience (In Years)

2. Financial Strength (Rs.) ‐ Net Worth ‐ Turnover in last 3 years


(Y/N) Additional Facilities 1. Availability of public telephones for long distance calling

2. Installation of Sewage Treatment Plant 3. Tourism Information Centre

4. Bookshop 5. Beauty Salon and Barbers Shop 6. Money changing facilities 7. Any one of the following certification ISO certification/ Ecotel

certification/ LEED certification

Page | 53

Rated By:

Agency:

Date:

Signature:

Page| 54

The following accreditation agencies are empanelled with Department of Tourism, Government of Karnataka through Government Order No. TT 190 TTM 2014 (I), Bangalore dated 16.03.2015, to undertake the rating of tourism products and services identified under the Tourism Policy. Interested parties can get their products rated from the following Agencies.

Sl.

No. Company Name Contact Person Address

1. M/s BRICKWORK Ratings India Pvt. Ltd.

1. Ms. Rajee R Deputy General Manager Email: [email protected] Mob: +91-88844-98573

2. Mr S. P. Shanmukhaiah Assistant Vice President Business Development Email: [email protected] Mob: +91-80889-33301

3rd

Floor, Raj Alkaa Park, 29/3 and 32/2 Kalena Agrahara, Bannerghatta Road, Bangalore 560076

2. M/s India Rating and Research Pvt. Ltd.

1. Mr. Prasanth Chegu Associate Director Mob No:9611899989

2. Mr. Maneet Kumar Business Relationship Manager Email id: [email protected] Mob.: +91-97390-04524

S 206, Manipal Centre, #47,Dickenson Road, Bengaluru – 560042

3. M/s CARE Ratings

1. Mr. Aakash Jain Assistant Vice President E-mail: [email protected] Mob: +91-81064-00001

Unit No. – 1101 – 1102, 11th

Floor, Prestige Meridian 2, No – 30, M.G. Road, Bangalore - 560001

4. M/s SMERA Rating Ltd.

1. Mr. Mrinal Singh Email: [email protected] Mob: +91-99991-11611

101 & 102, 1st

Floor, Sumer Plaza, Marol Maroshi Rd, Marol, Andheri East, Mumbai, Maharashtra - 400059

mailto:[email protected]

mailto:[email protected]

Departm#49, 2nd

Bengalu

ment of Toud Floor, Khanuru – 56000

urism nija Bhavan1

,Race Coursse Road,

wwww.karnatakatourism.org

tourism products rating guide - accomodation · ‘cruise tourism’ is defined as leisure travel...

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