Hotel Standards

Quality Standards

for AA Recognised Hotels

1.0 GENERAL OVERVIEW 1

1.1. INTRODUCTION 1

1.1.1 Serviced Accommodation 1

1.1.2 AA Quality Standards 1

1.1.3 Dispensations 1

1.2 DETERMINING THE STAR RATING 1

1.3 QUALITY 1

1.3.1 Quality Assessment 1

1.3.2 Quality Terminology 1

1.3.3 What is Quality 1

1.3.4 The Quality Score 2

1.3.5 Quality Bands 2

1.4 SUB CATEGORIES/DESIGNATORS 2

1.4.1 Types of Sub Categories / Designators 2

1.4.2 General Description 2

1.5 KEY REQUIREMENTS AT EACH

RATING LEVEL

3

1.5.1 One Star 3

1.5.2 Two Star 3

1.5.3 Three Star 4

1.5.4 Four Star 4

1.5.5 Five Star 4

2.0 DETAILED REQUIREMENTS 5

2.1. OVERALL STANDARDS 5

2.1.1 Statutory Obligations 5

2.1.2 Safety and Security 5

2.1.3 Maintenance 7

2.1.4 Cleanliness 7

2.1.5 Physical Quality 7

2.1.6 Hospitality 9

2.1.7 Services 9

2.1.8 Opening 9

2.1.9 Guest Access 9

2.2 SERVICES 11

2.2.1 Staff Appearance 11

2.2.2 Reservations, Prices and Billing 11

2.2.3 Reception – Staff Availability for

Guest Arrival and Departure 13

2.2.4 Luggage Handling 13

2.2.5 Other – Reception / Concierge /

Housekeeping Services 15

2.3 ALL MEALS – DINING QUALITY

AND INFORMATION 15

2.3.1 Dining Provision 15

2.3.2 Restaurant Ownership 17

2.3.3 Tables / Table Appointment 17

2.3.4 Meal Service – Staff 17

2.4 BREAKFAST 19

2.4.1 Provision 19

2.4.2 Breakfast Times 19

2.4.3 Pricing 19

2.4.4 Menu 19

2.4.5 Range of Dishes 19

2.4.6 Food Quality 19

2.4.7 Style of Service 21

2.5 OTHER MEALS 21

2.5.1 Dinner – Hours of Service 21

2.5.2 Range of Dishes 21

2.5.3 Menu and Pricing 23

2.5.4 Food Quality 23

2.5.5 Style of Service 23

2.5.6 Wine and Wine Service 23

2.5.7 Alcoholic Drink Services / Licences 23

2.5.8 Lunch Service 25

2.5.9 Light Refreshments, Snacks and

Afternoon Teas 25

2.5.10 Room Service – Provision 25

2.5.11 Room Service – Service and

Presentation 25

2.5.12 Room Service – Breakfast 27

Contents

2.6 BEDROOMS 27

2.6.1 Provision 27

2.6.2 General Quality 27

2.6.3 Housekeeping 29

2.6.4 Size and Spaciousness 31

2.6.5 Suites 31

2.6.6 Bed Size – Quality 33

2.6.7 Bed Access 33

2.6.8 Bedding Requirements 33

2.6.9 Bedding Quality 35

2.6.10 Décor – Walls, Ceilings and Paintwork 35

2.6.11 Heating and Temperature Control 35

2.6.12 Lighting 35

2.6.13 Windows 37

2.6.14 Window Coverings 37

2.6.15 Flooring 37

2.6.16 Furniture, Soft Furnishings and

Fittings 37

2.6.17 Tables 39

2.6.18 Clothes and Luggage Storage 39

2.6.19 Seating 39

2.6.20 Mirrors 41

2.6.21 Beverage Making Facilities 41

2.6.22 In-Room Entertainment 41

2.6.23 Communication and Business Services 43

2.6.24 Telephone Charges 43

2.6.25 Hairdryer 43

2.6.26 In-Room Information 45

2.6.27 Miscellaneous 45

2.7 EN-SUITE BATHROOM AND

SHOWER ROOMS OR PRIVATE

FACILITIES 47

2.7.1 Provision 47

2.7.2 General Quality 47

2.7.3 Room Size 47

2.7.4 Water Supply 49

2.7.5 Equipment in En-Suite and Private

Facilities 49

2.7.6

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