Classification of Hotel Star

We take an objective approach in rating hotels. For any particular hotel, we consider a wide array of factors, including ratings from independent ratings systems, media recognition, and post-trip surveys of our customers. All these points of data (at least three and as many as 12 for each hotel) are plugged into a weighted formula, which calculates our star rating. These calculated ratings are then reviewed to help ensure they reflect any current developments or changes occurring since the compilation of the rating.

In cases where the available data is insufficient to meet our standards, we make an effort to perform additional research, including further review of media and additional visits to the property. We may also consult members of our editorial team for factual information regarding a hotel.

Because we take great pride in the objective nature of our ratings system, we neither take business considerations into account when computing any given rating, nor do we use ratings as a negotiating strategy with suppliers.

HOTEL CLASS
A hotel's star rating is an indicator of the general quality of a particular hotel, and is wholly dependent on the data available to us. The descriptions below indicate what you should be able to expect from a hotel in each of the star classes. These descriptions provide general data, based on the many sources of information that go into our star rating. Circumstances such as ongoing renovations, overbooking, and specific guest needs can affect the quality of your stay. (Be sure to let the hotel know any special requests or requirements you have at check-in.) Star ratings do not necessarily reflect all the amenities or services that might be available at a hotel, and some amenities and features may not be available in every room or at every property with a particular star rating. The features and amenities described here are often not available at holiday rentals, apartments, inns, bed-and-breakfasts, and other speciality hotels.

Economy:
A one-star establishment is expected to offer clean, no-frills accommodation with minimal on-site facilities for the budget traveller for whom cost is the primary concern. Guestrooms generally are small, functionally decorated, and may not have a private bathroom, in-room telephone, or amenities. On-site dining is usually not available. Public access and guest reception may not be available at all hours.

Value:
These limited-service establishments are expected to offer clean, basic accommodation. These properties may offer some business services but generally lack meeting rooms, baggage assistance, and full fitness and recreation facilities. On-site dining is usually limited to coffee or Continental breakfast service. Guestrooms generally offer private bathroom, telephone, TV, and limited amenities.

Quality:
Three-star establishments place a greater emphasis on style, comfort, and personalised service. They generally feature on-site dining room service, a pool and/or fitness centre, a gift shop, and may provide baggage assistance. Conference rooms for meetings and extended services for business travellers are usually offered. Guestrooms offer more extensive amenities and more careful attention to decor and comfort.

Superior:
These upscale establishments usually offer a fine-dining restaurant, lounge, and room service with extended hours. Service features usually include baggage assistance, concierge service, and valet parking. A conference centre with up-to-date technology and full business services are usually offered. Public spaces and guestrooms are thoughtfully designed and constructed with high-quality materials. Guestrooms generally offer stylish furnishings, high-quality bedding and bath products, and a wide array of amenities.

Exceptional:
The finest hotels in the world. A five-star hotel is characterised by luxury appointments, superlative service, and the highest standards of comfort. Five-star hotels offer originality in architecture and interior design, high-grade materials in construction and décor, and such special touches as fresh flowers and plants in abundance. These properties also maintain a high staff-to-guest ratio, gourmet dining, and 24-hour room service.
Guestrooms offer ample space, the finest furnishings and decor, premium bedding, and luxury bath products. Room amenities generally include high-speed Internet access and CD and/or DVD players. Five-star resorts may offer additional recreation facilities such as tennis courts and golf-course access. On-site spa services, a top-notch fitness centre, and a pool are generally available, as well.

Not rated:
These hotels have not yet been rated.
Half-star ratings
We have adopted the half-star as a unit of measurement in our five-star scale. The great variety of property types, the wide array of amenities, and the range of property-class characteristics around the world require a classification system of greater precision, which the half-star provides. 

This overview outlines what guests can generally expect from motels, hotels, and resorts displaying a Star Rating assigned by us. However, these features and amenities may not be available at condominiums, apartment-style facilities, bed-and-breakfasts, and other specialty properties. Items listed may not all be offered at every property in a specific rating classification. Some criteria may vary from country to country. Our hotel star rating classifications are not a representation or promise of any particular feature or amenity.

National Ratings

National Ratings awarded by the regional rating authorities appear for hotels in Europe and parts of Asia. When the national rating does not correspond to our display of 1.0 to 5.0-stars, additional information regarding the rating is listed in an advisory box, located in the Hotel Details section.

These basic motels, hostels, and dormitories offer no-frills accommodations with minimal on-site facilities. Public access and guest reception may not operate 24 hours. Daily housekeeping service may not be offered. Guestrooms are small and functional, but may not have private bathrooms, TVs, or in-room telephones.

Hostels and dormitories in this classification customarily offer additional amenities such as billiard games, Internet stations, and conversational seating areas. Basic motels may offer 24-hour reception, daily housekeeping service and private bathrooms.

These budget properties offer clean accommodations. Most offer 24-hour reception, daily housekeeping service, TVs, telephones, clothes racks or small closets, and private bathrooms—possibly with showers only. On-site dining is usually limited to a Continental breakfast.

This classification contains limited-service properties (often all-suite economy properties in North America) offering upgraded quality and expanded comfort, without the amenities of full-service hotels such as a restaurant or bell staff. An expanded Continental breakfast, including hot items, is often served in a breakfast room. In Asia, multiple on-site dining options may be offered, and at times in the Americas and Europe basic full-service properties will appear.

Properties in this classification place a greater emphasis on comfort and service, with many offering an on-site restaurant and bar. Baggage assistance is often available. Guestrooms typically feature more space, comfortable seating, and better quality bedding. Bathrooms are often larger, with shower/tub combinations and expanded counter space.

Many of these hotels feature multiple restaurants, uniformed bell staff, and enhanced lobbies with upscale decor and live plants. Most properties feature upgraded guestroom decor, large desks paired with comfortable workstation chairs, and TVs housed in armoires. Amenities may include larger bathrooms, incandescent lighting, and stone counters. Resorts, and some hotels in Asia, often feature attractive pool areas and small spa facilities or massage treatment rooms.

Lobbies typically offer upscale decor and multiple conversational areas. Services often include a dedicated concierge, valet parking, turndown service by request, and 24-hour room service. Guestrooms usually feature superior amenities such as large beds, additional seating, minibars, laptop-compatible safes, pillowtop mattresses, bathrobes, and upscale bath products. Decorative features such as crown molding, bathroom artwork, and granite or marble accents may appear. Resorts, and some hotels in Asia, customarily feature full-service spas, tennis courts, golf access, child-care services, and upgraded pools with poolside food servers.

Fresh flowers, original art, and luxurious furnishings often adorn the lobbies. Amenities customarily include fine-dining restaurants (occasionally award-winning), 24-hour room service with hot food items, and automatic turndown service. Personalized service aims to anticipate guest needs. Guestrooms typically feature premium hardwood furniture, luxurious bedding with triple sheeting, and large bathrooms with separate bathtubs and showers, and materials such as granite or marble.

Amenities typically include gourmet dining, luxury spas, and full-service health clubs with lavish locker rooms. Staff members are generally polished, anticipate guest needs, and consistently address guests by name. Features may include upgraded check-in, a welcome amenity, and butler service on all or select floors. Guestroom decor is often elegant and may include coordinated fabrics on drapes, chairs, headboards, and duvets. Electronic features sometimes include bedside controls for drapes, lighting, and surround-sound. Oversized bathrooms are often clad in marble, with premium, custom-built features, dual-sink vanities, enclosed toilets, premium spa-brand toiletries, and fresh flowers or live plants. Five-star resorts typically offer signature golf courses, tennis centers with choice of playing surfaces, health clubs with personal trainers, luxurious spas, cultural activities, and children's day camps. In Asia, both hotels and resorts often feature some of these amenities.

These guidelines are subject to change.

 Hotel Front Desk Tactics that Engage Guests and Employees and Reduce Complaints

The Front Desk is your front line for guest services. Most hotels do a very good job training their front desk people to be cordial. They understand the opportunity... and the liability. At one time or another, we have all experienced walking into a hotel and receiving a luke-warm reception from the person behind the counter. When that happens, in my brain, I hear the words, "Oh boy, I'm in for a mediocre guest experience here―at best". In addition, not surprisingly, that less-than-optimum experience usually happens.

It is understood that the best Front Desk people should be warm and welcoming, yet often at smaller properties managers overlook the important step of training their people to be that way. After a long day of travel, dealing with the many increased hassles of air travel, no one wants to be met by a sullen expression and the words, "How can I help you", spoken in a tone that communicates the person wants to be anywhere, but there with you.

No Second Chances

"You never have a second chance to make a first impression." These words are especially true for hotel and restaurant properties. Besides the design of your façade and the décor of your lobby, it is the demeanor of your Front Desk personnel that set up the entire guest experience. When handled well, guests feel welcomed and happy about checking in. When handled poorly, they feel unhappy and neglected.

Some properties have their people make follow-up phone calls to confirm that the guests are happy with the accommodations. These calls just reinforce the level of caring exhibited by the property. Some guests find these phone calls annoying so the solution is to let the guests know that you will be calling. That way, if the calls are not welcome, your people will not have spent the time and effort to make them, nor will you have incurred the ire of your guests.

At the Hilton Hotel Sydney, Australia, there is a full-length mirror next to the employee door. Having a mirror next to the door is not so surprising, however surrounding the mirror are pictures of their team members in full uniform, looking sharp. This station is a brilliant way to spotlight some of your own associates and take a step to insure that they will all look up to your brand standard. It also contributes to your front desk associates making that excellent first impression. Moreover, when people know they look good, they feel better about themselves and are better able to be warm and gracious to guests.

Handle Problem Situations Right Away

Once upon a time, hospitality consultant David Jarrett was Front Desk Manager at the property that is now the Walt Disney Company's Shades of Green Golf Resort. The property had just installed a new telephone system, during the time that a major client had a conference there. Everything had gone very smoothly, until the last early morning, when the new system failed. For two hours, guests were unable to reach the front desk or any other extension to arrange for help with their luggage. "Any time you have a new technology, you need to plan for eventualities", said Jarrett. "Having an effective recovery plan is vital to good guest services; it's part of making sure you're taking care of guests' needs", he added. Extremely reliable equipment and services support your delivering the high levels of service that guests expect.

Go Down to the Front

Jarrett also urges Front Desk Managers to be there when people are checking in. It is what Trout and Ries (Marketing Warfare, McGraw-Hill, 2005) call "going down to the front" and it is the best way to see for yourself what is really happening at your Front Desk. When you are there in-person, you have an opportunity to personally experience the problems that your staff encounters, as well as observe any missed opportunities for enhanced guest services.

Furthermore, from Jarrett's point of view, "Superior service starts with the manager being right there to take care of [guest] needs". Thus, when problem situations arise, as they inevitably do, the front desk manager is there to handle the situation. It gives guests a higher sense of satisfaction to know that someone in authority is handling their issue.

Perceived Authority Works

And speaking of authority, the cruise ship lines have discovered an interesting quirk of human nature. "When front desk people wear uniforms, it reduces guest complaints and increases levels of satisfaction", said James Deering, hotel manager of Holland America Cruise Lines. He also noted that when a cruise line forgets this fact, it inevitably pays the price in complaints and passenger satisfaction scores. In reaction, the cruise line will go back to having their customer care people at the front desk wear uniforms.

When you think about it logically, any uniformed person enjoys a higher level of credibility and commands more respect than those in street clothes. Most hotel brands embrace the idea of their front desk people wearing uniforms; however, some downscale brands have allowed their people to wear street clothes or a simple combination like black pants and a white shirt. We suggest that you try this tactic and have them wear uniforms. Our guess is that you will never go back to street clothes again.

Make Work Fun

One of the characteristics of Employer of Choice® awardees is that their people have a good time at work. Some managers encourage this fun at work by holding events that engage both employees and guests. Some time ago, I visited The Hampton Inn in Winchester, Virginia. At that time, they were conducting a contest to determine which department could do the best job of decorating a door for the holiday. The team members got very creative and had a great time creating their beautiful designs; then both guests and employees voted. The winners earned a pizza party. This kind of healthy competition builds camaraderie and supports employees in having fun at work.

Another popular idea comes from the chain of restaurants called Bonefish Grill. This division of OSI, Inc. engages its servers, bartenders, and other employees by holding many types of daily contests, including testing them on information about wine and other beverages. Creating quizzes with important information you need your people to know, which allow people to win prizes, is a fun way to reinforce knowledge.

It All Starts with Adequate Training

Though hotel executives may be tempted to put their new reception hires on the desk right away, it is much more sensible to give the newbies in-depth training. Without sufficient training, they feel lost and stressed. While it is helpful to give them a trainer to look over their shoulders, there should be adequate training before that activity as well. On-the-job training without preparation will only annoy guests and cause trainees undue pressure.

Marriott provides its Front Desk trainees Compass Training, in-depth computer training for two weeks with another Front Desk associate. After that, the new employees cross-train for two to three days in each area by job-shadowing, including the bell-stand, "At Your Service", and concierge. After that, new employees are paired with an experienced Front Desk associate for their final, in-depth job-shadowing session at the Front Desk; thereafter, the experienced person shadows the new person. Before "graduating" to independent status, new employees must complete an "Overview Training Sheet", testing their front office hotel knowledge. Once they have passed this "test" they may work on their own.

Voice training is also recommended for Front Desk employees. The voice conveys a lot―confidence, competence, enthusiasm, and knowledge. When employees are well-trained with the knowledge and skills they need, they are more able to "put a smile in their voice", as The Disney Company teaches all its people to do.

At Marriott Hotels, they have a saying, "Take care of your associates and they will take care of the guests". It's very good advice, whether you are talking about Front Desk, Housekeeping, Engineering, or any other team members. Invest in your people and they will take very good care of your guests.

BS in Hospitality Management 

Bachelor of Science in Hospitality Management (BSHM) is a four year degree program that covers the process of conception, planning, develop¬ment, human resource and management of the different aspects of hotel, restaurant and resort opera¬tions.

The BSHM program provides students with technical skills, as well as knowledge in marketing, finance, budgeting, staffing and other fields of business. The program also aims to teach entrepreneurship skills. 

BS in Hospitality Management (BSHM) is a general course that covers all topics discussed in Tourism, Hotel, Restaurant and Travel operations. There are schools who offer BS in Hospitality Management and place “tourism”, “hotel and restaurant management” and “travel management” as fields of specializations. However, there are also schools that have completely different programs for those three specializations (BS Tourism, BS in Travel Management and BS Hotel and Restaurant Management). 

Subjects and Curriculum

The subjects in the BSHM curriculum are divided into four main categories:

• General Education core:
  Language and Humanities Cluster, Mathematics, Computer and Natural Science Cluster, Social Sciences Cluster, Mandated Subjects
• Hospitality Management Core:
  • Tourism Core: Principles of Tourism, Tourism Planning and Development, Total Quality Management, Culinary Arts and Sciences, Entrepreneurship and Business Planning, Events Management
  • Food and Nutrition Core: Principles of Food Preparation and Selection, Meal Management, Hygiene, Sanitation and Environmental Concerns
  • Hotel Operations Core: Hotel Operations
  • Travel Management Core: Travel and Tour Operations
• Business Core:
  Principles of Management, Principles of Marketing, Basic Accounting, Basic Finance, Human Behavior in Organization, Business Communication, Management Information System, Entrepreneurship and Business Planning, Computer Application for the Hospital Industry
• Specialized Subjects:
  • Required Major Subjects: Banquet, Function and Catering Services Procedures, Food and Beverage Service Procedures, Front Office Procedures, Housekeeping Procedures, Rooms Division Management and Control System, Food and Beverage Control System
  • Free Professional Subjects: Asian Cuisine, Western Cuisine, Banquet and Catering Management, Hospitality Organizational Management, Hospitality Operational Management, Convention Management, Leisure, Sports and Recreation Management

The BSHM program is taught to students through classroom lectures and hands on exercises. Students are exposed to field trips, educational talks and seminars. 

A student of the BSHM program must accomplish two sets of On the Job Trainings in a hotel, resort or travel agency firm to qualify for graduation.

Ladderized Curriculum

There are a number of schools who offer a ladderized curriculum for the BSHM program:

• Students who meet all the requirements of the first year, will be given a Certificate in Hospitality Management.
• For the completion of the second year, students will receive the Associate in Hospitality Management certificate.
• Upon completion of the third year, students will be granted a Diploma in Hospitality Management certificate.
• Besides the certifications given to students who complete each year level, additional certification will be given if the student is able to pass the national skill certification given by the government.

BS in Hospitality Management vs BS Hotel and Restaurant Management

BS in Hospitality Management and BS Hotel and Restaurant Management are similar courses. They have the same policies and standards set by CHED. There is no difference as to the duration, admission requirements and On the Job Training and curriculum of these programs.

What skills, traits and attitude will help you succeed in this course?

• Comfortable rendering service to others
• Administrative skills – basic abilities in organization and planning, computing, staffing and scheduling
• Interpersonal skills – establishes and maintains positive mutual working relationships with superiors, workmates and clients
• Communication skills – has excellent written and oral communication skills; a strong command of the English language is important because your work will involve dealing with different kinds of people of different nationalities
• Basic Arithmetic and Mathematical skills – basic accounting and basic finance are integrated in the BSHM curriculum therefore it’s essential to possess basic mathematical skills. In addition, while on duty you might be assigned in the accounting department of an establishment the reason why it’s important to have this skill.
• Computer Literacy – most transactions are processed with the use of computers thus its essential to have knowledge of computer use and understand application programs as well as other technologies.

Career Opportunities for BS in Hospitality Management graduates

• Entry Level jobs

  Jobs requiring no prior to minimal level of experience:
  • Front Office Desk Clerk/ Receptionist – accommodate hotel, motel, and resort patrons by registering and assigning rooms to guests, issuing room keys or cards, transmitting and receiving messages, keeping records of occupied rooms and guests' accounts, making and confirming reservations, and presenting statements to and collecting payments from departing guests.
  • Travel Agency Staff – converse with customer to determine destination, mode of transportation, travel dates, financial considerations, and accommodations required.
  • Barista – a professional coffee maker who has the necessary skills to prepare and serve espresso coffee in restaurants, bars and cafes using commercial espresso machines.
  • Kitchen staff in Hotels/Restaurants – some of the tasks of a Kitchen Staff includes cooking, preparing and presenting food efficiently; they need to keep the kitchen area clean, tidy and hygienic all the time.
  • Housekeeping staff – making beds, replenishing linens, cleaning rooms and halls, vacuuming, emptying wastebaskets and restocking bathroom supplies are some of the tasks when you’re part of the housekeeping staff
  • Cruise ship staff – coordinates and sets up passenger activities and on board entertainment; hosts bingo, pool games, trivia, game shows, cocktail-making demonstrations, culinary demos, arts and crafts, sports challenges, dance lessons, theme dance parties, and more
  • Bellhop – escorts incoming hotel guests to rooms; assists with luggage; offers information about available services and facilities of hotel and entertainment attractions; inspects guest's room to make sure things are satisfactory.
  • Waiter – welcome and seat customers, hand them menus and drink lists and provide advice about what is being offered
  • Bar Attendant – prepare, mix and serve drinks to customers in hotels, bars, cafes, restaurants and clubs.
  • Gaming Dealer – operates table games such as craps, blackjack and roulette; provides dice and dispenses cards to players; determines winners, calculates and pays winning bets, and collects losing bets.
  • Accommodation Assistant – responsible for the cleanliness of bedrooms and all public areas of the hotel
  • Commis – entry level role of a chef; supports the executive chef, sous chef, line chefs as well as other kitchen employees in food production

• Mid-Level Positions

  Require trainings and prior job experience of a few years:
  • Restaurant Supervisor – directly supervises and coordinate activities of workers engaged in preparing and serving food.
  • Sommelier – a specialist in wine service; sometimes called the “wine steward”, this professional typically manages the wine cellar at a restaurant, and acts as the in-house expert on optimal wine and food pairings.
  • Bar Supervisor – assist the Bars Manager in the effective running of the bar and ensuring customer satisfaction by maintaining an exceptional standard of delivery
  • Event Organizer – responsible for the production of events from conception through to completion.
  • Food and Beverage Supervisor – also called food service managers, plan, organize and control the operation of establishments where food and beverages are served, such as restaurants, cafes, cafeterias and canteens
  • Front Office Manager – responsible for the effective management of the reception desk, reception staff and the number of bedroom sales in the hotel
  • Hotel Supervisor – coordinate and supervise the activities of hotel service workers including domestic staff, luggage porters and door-persons
  • Dessert/Pastry Chef – create all manner of baked goods, pastries, confections and other desserts for restaurants, hotels, bakeries and pastry shops.
  • Sous Chef – the culinary chef located just below the executive or head chef in a kitchen’s chain of command; responsible for planning and directing food preparation in a kitchen.
  • Tourism/Travel Consultant – cooperate with clients to determine their needs and advise them appropriate destination, modes of transportations, travel dates, costs and accommodations; provide relevant information, brochures and publications to travelers
  • Instructor/professor – teaches hospitality management at a college or university
  • Spa Manager – oversees all departments, employees and financial performance of the entire spa operation.
  • Meeting and convention planner – plans meetings and special events of various sizes. Coordinates such logistics as budgets, speakers, entertainment, transportation, facilities, technology, equipment, logistical requirements, printing, food and beverage, and other related issues.
  • Catering Manager – responsible for supervising the preparation and presentation of food and beverages at business and social gatherings at hotels, restaurants, conference centers and clubs.

• Advanced Positions

  Require years of extensive experience and practice:
  • Resort Operations Manager – responsible for maintaining resort lodgings, supplies, hospitality services and event offerings; oversee all resort staff members, from front desk clerks to janitorial services.
  • Chef de Partie/Chief Cook – oversee a section of the kitchen, be it pastry, butchery, fish, sauces, vegetables and so on. This is why the job is sometimes called a station chef or line cook.
  • Food and Beverage Manager – set daily and weekly cleaning schedules for the kitchen and front of house, hire, train and discipline employees and set work schedules. They keep tabs on food cost, waste and employee hours, doing their best to optimize profit for their company and create the best dining experience possible for customers.
  • Hotel and Restaurant Training Manager – responsible for the day-to-day management of a hotel and its staff. They have commercial accountability for budgeting and financial management, planning, organizing and directing all hotel services, including front-of-house (reception, concierge, reservations), food and beverage operations, and housekeeping.
  • Club Manager – responsible for following safety and city and/or state regulations, scheduling, monitoring staff, monitoring and building revenue, hiring, marketing, and training of staff.
  • Banquet Manager – oversees all aspects of a banquet or event, including set-up, menu selection and food preparation, serving, and cleanup. Banquet managers are in charge of hiring, training, coaching, disciplining and reviewing banquet staff.
  • Provincial/Regional Tourism officer – head of tourism local government units in a province/region
  • Owner / Incorporator – of Travel Agencies, Hotels, Resorts or other Lodging Accommodations and Restaurants

• Career Opportunities Abroad

  Hotel and Restaurant Staff are in demand abroad; in fact it has been included as one of the top 10 most in demand overseas job. The Technical Education and Skills Development Authority (TESDA) has recognized this need and has included courses in HRM as part of their Ladderized Education Program (LEP) . 
  
  According to the Philippine Overseas Employment Administration (POEA), more overseas job opportunities await Filipinos as of 2014 especially in the tourism sector. Countries like Saudi Arabia, United Arab Emirates (UAE), Macau, Australia and New Zealand are also expected to open more job opportunities in the tourism industry.