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TCVN 4391:2015 Hotel – Classification
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TCVN 4391:2015
TCVN 4391:2015
TCVN 4391:2015
TCVN 4391:2015 Hotel – Classification
Foreword
TCVN 4391:2015 replaces TCVN 4391:2009.
TCVN 4391:2015 is compiled by the Vietnam National Administration of Tourism, proposed by the Ministry of Culture, Sports and Tourism, appraised by the Directorate for Standards, Metrology and Quality, and announced by the Ministry of Science and Technology.
1. Scope
This standard specifies the requirements for hotel classification, and does not apply to the classification of other types of tourist accommodation establishments.
This standard can also be referred to when designing new construction, renovating and upgrading hotels.
2. Terms and definitions
In this standard, the following terms and definitions are applied:
2.1. Hotel
A tourist accommodation establishment built as a block, ensuring the quality of facilities, equipment and necessary services to serve guests.
[TCVN 9506:2012, definition 2.3 with modifications]
2.2. Resort
A tourist accommodation establishment built as a block or complex of villas, low-rise buildings, apartments, usually in an area with beautiful natural landscapes, fresh air, often near sea, river, mountain, ensuring the quality of facilities, equipment and necessary services to serve the needs of relaxation, entertainment, sightseeing, etc. of guests.
[TCVN 9506:2012, definition 2.3.9 with modifications]
2.3. Floating hotel
A tourist accommodation establishment anchored on the water surface and able to move when necessary, ensuring the quality of facilities, equipment and necessary services to serve guests.
[TCVN 9506:2012, definition 2.3.7 with modifications]
2.4. Motel
A tourist accommodation establishment built as a block near traffic routes, with parking lots to serve the accommodation needs of tourists using road vehicles (motorcycles, cars) for traveling or resting between long journey legs, ensuring the quality of facilities, equipment and necessary services to serve guests.
[TCVN 9506:2012, definition 2.3.8 with modifications]
2.5. Hotel room
A room in a hotel with a bedroom and bathroom.
Special class rooms (suites) may have an additional living room, bathroom, kitchenette, and bar counter.
2.6. Luxury special room (presidential suite/royal suite/ambassador suite…)
The top-class room with modern, high-end facilities and amenities to meet the service requirements of heads of state or VIP guests.
2.7. Executive floor
Executive Lounge
A floor (or area) with the most luxurious rooms in the hotel, with a separate reception for fast check-in and check-out, and a separate area with facilities and amenities for guests of the floor (or area) to relax, dine, and meet.
[TCVN 9506:2012, definition 3.9.4 with modifications]
2.8. Convention room
A room with over 100 seats and equipment to serve large conferences and seminars.
[TCVN 9506:2012, definition 3.9.5.1 with modifications]
2.9. Seminar room
A room with 50 to 100 seats and equipment to serve small seminars and conferences.
[TCVN 9506:2012, definition 3.9.5.2]
2.10. Meeting room
A room with less than 50 seats and equipment to serve group meetings.
[TCVN 9506:2012, definition 3.9.5.3]
3. Hotel classification
3.1. Hotel types
In this standard, based on the nature of business operations, hotels are classified into the following 4 basic types:
a) Hotel;
b) Resort;
c) Floating hotel;
d) Motel.
3.2. Hotel star rating
Based on location, architecture, facilities, services, managers and service staff, security, safety, environmental protection, and food safety and hygiene, hotels are classified into 5 ratings: 1-star, 2-star, 3-star, 4-star, 5-star.
4. General requirements
4.1. Location, architecture
- Convenient, easily accessible, with a safe and hygienic landscape environment.
- Architectural design suitable for business requirements, service areas reasonably and conveniently arranged.
- Interior and exterior reasonably designed, arranged and decorated.
4.2. Facilities and amenities
- Facilities and amenities in all areas and services are adequate, in good working condition, with quality appropriate to each star rating.
- Lighting system meets the requirements of each area, provides electricity 24/7, has a backup power system.
- Water system supplies enough clean water and water for firefighting, has a water reserve system, drainage system ensures environmental sanitation.
- Ventilation system works well.
- Adequate and well-functioning communication facilities.
- Fire and explosion prevention equipment as prescribed by competent authorities.
- Medicine cabinet and some unexpired first-aid medicines.
- Map, signage and emergency exit lights in corridors.
- Directional and functional signage (restrooms, offices, floor numbers, room numbers…).
4.3. Services and service quality
Services and service quality are as prescribed for each corresponding star rating.
4.4. Managers and service staff
- Trained in professional skills, foreign languages, and information technology appropriate to the job position and hotel star rating.
- Physically fit for job requirements, periodically checked as prescribed by law (with a certificate from a competent health authority).
- Dressed in the uniform prescribed by the hotel, with a name tag.
4.5. Environmental protection, food safety and hygiene, security, safety, fire and explosion prevention
Well implement the regulations on environmental protection, food safety and hygiene, security, safety, fire and explosion prevention.
5. Specific requirements
Hotels are rated from 1-star to 5-star according to the criteria in Table 1. The levels specified in the criteria must be the minimum.
Table 1 – Classification criteria
| Criteria | 1 star | 2 star | 3 star | 4 star | 5 star |
|---|---|---|---|---|---|
1 Location, architecture | |||||
| 1.1 Location | |||||
| – Convenient | – Convenient | – Very convenient location, easily accessible – Beautiful landscape environment | – Very convenient location, easily accessible – Beautiful landscape environment | – Very convenient location, easily accessible – Beautiful landscape environment | |
| 1.2 Architectural design | |||||
| – Architectural design suitable for business requirements, service areas reasonably and conveniently arranged – Interior and exterior reasonably designed, arranged and decorated – Entrance ensures accessibility for people with disabilities – Good sound insulation in room area | – Architectural design suitable for business requirements, service areas reasonably and conveniently arranged – Interior and exterior reasonably designed, arranged and decorated – Entrance ensures accessibility for people with disabilities – Good sound insulation in room area | – Architectural design suitable for business requirements, service areas reasonably and conveniently arranged – Beautiful architectural design – Interior and exterior reasonably, beautifully and elegantly designed, arranged and decorated – Entrance ensures accessibility for people with disabilities – Good sound insulation in room area – Canopy in front of reception lobby (applicable to hotels – Good quality construction materials – Separate entrances for guests and staff | – Architectural design suitable for business requirements, service areas reasonably and conveniently arranged – Beautiful architectural design – Interior and exterior reasonably, beautifully and elegantly designed, arranged and decorated – Entrance ensures accessibility for people with disabilities – Good sound insulation in room area – Canopy in front of reception lobby (applicable to hotels) – Good quality construction materials – Separate entrances for guests and staff – Rooms for people with disabilities using wheelchairs, strollers | – Architectural design suitable for business requirements, service areas reasonably and conveniently arranged – Beautiful architectural design – Unique architecture – Interior and exterior reasonably, beautifully and elegantly designed, arranged and decorated – Entrance ensures accessibility for people with disabilities – Good sound insulation in room area – Canopy in front of reception lobby (applicable to hotels) – Good quality construction materials – Hotel facade: entrance, sidewalks, landscape beautifully, elegantly and delicately designed – Separate entrances for guests and staff – Rooms for people with disabilities using wheelchairs, strollers – Overall landscape designed consistently – Executive floor or executive lounge (applicable to hotels, resorts) | |
| 1.3 Room capacity(1) | |||||
| Hotel | 10 | 20 | 50 | 80 | 100 |
| Resort | 10 | 15 | 40 | 60 | 80 |
| Floating hotel | 10 | 20 | 30 | 50 | 80 |
| Motel | 10 | 20 | 30 | 50 | 80 |
| 1.4 Parking and internal traffic | |||||
| a) Parking | |||||
| Hotel | – Parking for guests inside or within 200 m from the hotel | Parking for guests inside or within 200 m from the hotel | – Parking for guests inside or within 200 m from the hotel – Parking for guests inside the hotel for 5% of rooms | – Parking for guests inside or within 200 m from the hotel – Parking for guests inside the hotel for 10% of rooms | – Parking for guests inside or within 200 m from the hotel – Parking for guests inside the hotel for 15% of rooms |
| Resort | – Parking for guests inside the resort for 50% of rooms | – Parking for guests inside the resort for 50% of rooms | – Parking for guests inside the resort for 50% of rooms | – Parking for guests inside the resort for 50% of rooms | – Parking for guests inside the resort for 50% of rooms |
| Motel | – Parking for guests inside the motel for 100% of rooms | – Parking for guests inside the motel for 100% of rooms | – Parking for guests inside the motel for 100% of rooms | – Parking for guests inside the motel for 100% of rooms | – Parking for guests inside the motel for 100% of rooms |
| General criteria for parking | – Convenient, safe, well-ventilated parking (not applicable to floating hotels) | – Convenient, safe, well-ventilated parking (not applicable to floating hotels) | – Convenient, safe, well-ventilated parking (not applicable to floating hotels) | – Convenient, safe, well-ventilated parking (not applicable to floating hotels) | – Convenient, safe, well-ventilated parking (not applicable to floating hotels) |
| b) Internal traffic | |||||
| Walkways and internal traffic | – Convenient, safe, well-ventilated walkways and internal traffic | – Convenient, safe, well-ventilated walkways and internal traffic | – Convenient, safe, well-ventilated walkways and internal traffic | – Convenient, safe, well-ventilated walkways and internal traffic | – Convenient, safe, well-ventilated walkways and internal traffic |
| 1.5 Reception lobby area | – Reception lobby – 10 m2 area (not applicable to floating hotel – Restroom in or near the lobby area – Separate smoking area- Reception lobby | – 20 m2 area (not applicable to floating hotels) – 20 m2 area (not applicable to floating hotels) – Separate smoking area- | – Reception lobby – 35 m2 area (not applicable to floating hotels) – 10 m2 area (applicable to floating hotels) – Separate restrooms for men and women in or near the lobby area – Separate smoking area | – Reception lobby – 60 m2 area (not applicable to floating hotels) – 20 m2 area (applicable to floating hotels) – Separate restrooms for men and women in or near the lobby area – Lobby bar (applicable to resorts) – Separate smoking area | – Reception lobby – 100 m2 area (not applicable to floating hotels) – 35 m2 area (applicable to floating hotels) – Separate restrooms for men and women in the lobby – Restroom for people with disabilities using wheelchairs, strollers – Lobby bar – Separate smoking area |
| 1.6 Green space | |||||
| – Gardens, greenery (applicable to resorts) | – Greenery in public areas – Gardens, greenery (applicable to resorts) | – Greenery in public areas – Gardens, greenery (applicable to resorts) | – Greenery in public areas – Gardens, greenery (applicable to resorts) | – Greenery in public areas – Gardens, greenery (applicable to resorts) | |
| 1.7 Room size (including bedroom and bathroom, not applicable to floating hotels) | |||||
| – Single room 12 m2 – Double or twin room 15 m2 | – Single room 15 m2 – Double or twin room 17 m2 | – Single room 18 m2 – Double or twin room 22 m2 | – Single room 21 m2 – BDouble or twin room 25 m2 – Suite 41 m2 | – Single room 24 m2 – Double or twin room 32 m2 – Suite 56 m2 – Presidential suite 100 m2 | |
| 1.8 Restaurants, bars | |||||
| – | – 01 restaurant – Restaurant seats equal to 50% of beds – Restroom (applicable to restaurant separate from reception lobby) – Separate smoking area | – 01 restaurant with bar counter – Restaurant seats equal to 60% of beds – Separate restrooms for men and women (applicable to restaurant separate from reception lobby) – Separate smoking area | – 01 restaurant, serving European and Asian dishes – 01 bar counter – 02 bar counters (for resorts) – Restaurant seats equal to 80% of beds – Separate restrooms for men and women (applicable to restaurant separate from reception lobby) – Separate smoking area | – 02 restaurants, serving European and Asian dishes – 02 bar counters – Restaurant seats equal to 80% of beds – Separate restrooms for men and women (applicable to restaurant separate from reception lobby) – Separate smoking area | |
| 1.9 Kitchen area | |||||
| – | – Convenient for transporting food to the restaurant – Area ensuring processing and cooking processes – Well ventilated – Measures to prevent harmful animals and insects – Flat, waterproof, easy-to-clean walls – Kitchen ceiling convenient for hygiene and safety – Flat floor, paved with anti-slip, easy-to-clean materials | – Convenient for transporting food to the restaurant – Area ensuring processing and cooking processes – Well ventilated – Measures to prevent harmful animals and insects – Flat, waterproof, easy-to-clean walls – Kitchen ceiling convenient for hygiene and safety – Flat floor, paved with anti-slip, easy-to-clean materials – Separate cold and hot processing and cooking areas – Separate waste transport route, ensuring hygiene – Restroom for kitchen staff (outside the kitchen area) | – Convenient for transporting food to the restaurant – Area ensuring processing and cooking processes – Well ventilated – Measures to prevent harmful animals and insects – Flat, waterproof, easy-to-clean walls – Kitchen ceiling convenient for hygiene and safety – Flat floor, paved with anti-slip, easy-to-clean materials – European and Asian kitchens – Bakery – Food preparation and distribution area – Separate cold and hot processing and cooking areas – Separate waste transport route, ensuring hygiene – Restroom for kitchen staff (outside the kitchen area) – Air lock room, ensuring sound insulation, heat insulation, odor isolation between kitchen and dining room | – Convenient for transporting food to the restaurant – Area ensuring processing and cooking processes – Well ventilated – Measures to prevent harmful animals and insects – Flat, waterproof, easy-to-clean walls – Kitchen ceiling convenient for hygiene and safety – Flat floor, paved with anti-slip, easy-to-clean materials – European and Asian kitchens – Bakery – Food preparation and distribution area – Separate cold and hot processing and cooking areas – Separate waste transport route, ensuring hygiene – Restroom for kitchen staff (outside the kitchen area) – Air lock room, ensuring sound insulation, heat insulation, odor isolation between kitchen and dining room | |
| 1.10 Storage | |||||
| – | – Storage for raw materials, food – Storage for spare supplies and equipment | – Storage for raw materials, food – Storage for spare supplies and equipment | – Storage for raw materials, food – Storage for spare supplies and equipment – Cold storages (by food type) | – Storage for raw materials, food – Storage for spare supplies and equipment – Cold storages (by food type) | |
| 1.11 Conference, seminar, meeting rooms (applicable to hotels) | |||||
| – | – | – 01 meeting room with 30 seats – Separate restrooms for men and women (applicable to meeting room separate from reception lobby) | – Waiting lounge, guest registration and coffee break area – 01 conference room – 01 seminar room – 01 meeting room – Good sound insulation – Separate restrooms for men and women (applicable to meeting, conference, seminar rooms separate from reception lobby) | – Waiting lounge, guest registration and coffee break area – 01 conference room – 01 seminar room – 01 meeting room – Good sound insulation – Separate restrooms for men and women (applicable to meeting, conference, seminar rooms separate from reception lobby) | |
| 1.12 Staff area | |||||
| – | – Office of manager and functional units – Room service standby room | – Office of manager and functional units – Room service standby room – Changing room | – Separate restrooms for male and female staff- Office of manager and functional units – Room service standby room – Changing room – Separate restrooms for male and female staff – Shower room – Dining room | – Office of manager and functional units – Room service standby room – Changing room – Separate restrooms for male and female staff – Shower room – Dining room | |
| 1.13 Corridors | |||||
| Convenient for movement and ensuring fire safety and evacuation | Convenient for movement and ensuring fire safety and evacuation | Convenient for movement and ensuring fire safety and evacuation | Convenient for movement and ensuring fire safety and evacuation | Convenient for movement and ensuring fire safety and evacuation | |
2 Facilities and amenities: according to 4.2 and the following specific requirements: | |||||
| 2.1 Quality of equipment, arrangement, decoration | |||||
| – Fair quality – Reasonable arrangement – Harmonious colors – Good functioning | – Fair quality – Reasonable arrangement – Harmonious colors – Good functioning | – Good quality – Reasonable arrangement – Harmonious colors – Good functioning – Consistent | – High quality – Reasonable arrangement – Harmonious colors – Good functioning – Consistent – Beautiful interior decoration | – High quality – Reasonable arrangement – Harmonious colors – Good functioning – Consistent – Beautiful interior decoration – Modern, luxurious – Artistic decoration | |
| 2.2 Interior furniture | |||||
| Reception lobby; lobby restroom and public areas | a) Reception lobby: – Reception desk – Wireless internet (wifi) – Telephone – Computer – Guest reception chairs and tables – Board or screen listing service prices and payment methods – Board or screen listing foreign exchange rates – Credit card payment equipment – Conveniently arranged entrance and exit – Storage for guest belongings and valuables | a) Reception lobby: – Reception desk – Wireless internet (wifi) – Telephone – Computer – Guest reception chairs and tables – Board or screen listing service prices and payment methods – Board or screen listing foreign exchange rates – Credit card payment equipment – Conveniently arranged entrance and exit – Storage for guest belongings and valuables | a) Reception lobby: – Reception desk – Wireless internet (wifi) – Telephone – Computer – Guest reception chairs and tables – Board or screen listing service prices and payment methods – Board or screen listing foreign exchange rates – Credit card payment equipment – Conveniently arranged entrance and exit – Storage for guest belongings and valuables – Wheelchair for the disabled | a) Reception lobby: – Reception desk – Wireless internet (wifi) – Telephone – Computer – Guest reception chairs and tables – Board or screen listing service prices and payment methods – Board or screen listing foreign exchange rates – Credit card payment equipment – Conveniently arranged entrance and exit – Storage for guest belongings and valuables – Wheelchair for the disabled – Newspaper, magazine rack or online newspaper reading system (Press Reader) – Information, guest relations and reception support desk (doorman, luggage service, courier, guest pickup car) | a) Reception lobby: – Reception desk – Reception desk organized into counters by function, including: + Room reservation counter + Reception counter +Telephone switchboard – Wireless internet (wifi) – Telephone – Computer – Guest reception chairs and tables – Board or screen listing service prices and payment methods – Board or screen listing foreign exchange rates – Credit card payment equipment – Conveniently arranged entrance and exit – Storage for guest belongings and valuables – Wheelchair for the disabled – Newspaper, magazine rack or online newspaper reading system (Press Reader) – Information, guest relations and reception support desk (doorman, luggage service, courier, guest pickup car) |
| b) Lobby and public area restrooms: – Toilet bowl – Urinal (men’s restroom) – Toilet paper – Sink, mirror, faucet, soap – Hooks or bag racks – Covered trash can – Ventilation equipment – Floor drain trap system to prevent bad odor | b) Lobby and public area restrooms: – Toilet bowl – Urinal (men’s restroom) – Toilet paper – Sink, mirror, faucet, soap – Hooks or bag racks – Covered trash can – Ventilation equipment – Floor drain trap system to prevent bad odor | b) Lobby and public area restrooms: – Toilet bowl – Flexible hose next to toilet bowl – Urinal (men’s restroom) – Toilet paper – Sink, mirror, faucet, soap – Hooks or bag racks – Covered trash can – Ventilation equipment – Paper or hand towels – Hand dryer – Floor drain trap system to prevent bad odor | b) Lobby and public area restrooms: – Toilet bowl – Flexible hose next to toilet bowl – Urinal (men’s restroom) – Toilet paper – Sink, mirror, faucet, soap – Hooks or bag racks – Covered trash can – Ventilation equipment – Paper or hand towels – Hand dryer – Floor drain trap system to prevent bad odor | b) Lobby and public area restrooms: – Toilet bowl – Flexible hose next to toilet bowl – Urinal (men’s restroom) – Toilet paper – Sink, mirror, faucet, soap – Hooks or bag racks – Covered trash can – Ventilation equipment – Paper or hand towels – Hand dryer – Floor drain trap system to prevent bad odor | |
| Rooms and bathrooms in rooms | a) Rooms: – Single bed 0.9 m x 2 m – Double bed 1.6 m x 2 m – Duvet with cover – Mattress 10 cm thick, with cover – Pillows with covers – Bedside table or shelf (single room: 1 bedside table/shelf, double room: 2 bedside tables/shelves, twin room: 1 or 2 bedside tables/shelves) – Bedside lamp – Telephone – Wardrobe with hangers – Wireless internet (wifi) – Desk for 50% of rooms (applicable to hotels, resorts) – Desk lamp (applicable to hotels, resorts) – Safe power outlet at desk (applicable to hotels, resorts) – Guest information folder with: house rules, services and prices, service hours, promotions, envelopes, paper, pens (hotel information can be provided on screen) – Window curtains – Sufficient lighting – Table and chairs for beverages – Drinking glasses – Laundry basket or bag – Trash bin – Smoke detector – Air conditioning – Fridge or minibar – TV – Instructions for using phone and TV – Safe power outlets – Luggage rack – Room slippers – Fire escape map – Peephole on door – Doorbell – Safety latch | a) Rooms: – Single bed 0.9 m x 2 m – Double bed 1.6 m x 2 m – Duvet with cover – Mattress 10 cm thick, with cover – Pillows with covers – Bedside table or shelf (single room: 1 bedside table/shelf, double room: 2 bedside tables/shelves, twin room: 1 or 2 bedside tables/shelves) – Bedside lamp – Telephone – Wardrobe with hangers – Wireless internet (wifi) – Desk for 50% of rooms (applicable to hotels, resorts) – Desk lamp (applicable to hotels, resorts) – Safe power outlet at desk (applicable to hotels, resorts) – Guest information folder with: house rules, services and prices, service hours, promotions, envelopes, paper, pens (hotel information can be provided on screen) – Window curtains – Sufficient lighting – Table and chairs for beverages – Drinking glasses – Laundry basket or bag – Trash bin – TSmoke detector – Air conditioning – Fridge or minibar – Minibar stocked with beverages, snacks, light food – TV – Instructions for using phone and TV – Safe power outlets – Luggage rack – Room slippers – Fire escape map – Peephole on door – Doorbell – Safety latch | a) Rooms: – Single bed 1 m x 2 m – Double bed 1.6 m x 2 m – Duvet with cover – Mattress 20 cm thick, with cover – Pillows with covers – Bedside table or shelf (single room: 1 bedside table/shelf, double room: 2 bedside tables/shelves, twin room: 1 or 2 bedside tables/shelves) – Bedside lamp for each guest – Safe power outlet at bedside – Wardrobe with hangers – Telephone – Clothes brush – High-speed wireless internet (wifi) – High-speed internet cable – Desk for 50% of rooms (applicable to hotels, resorts) – Desk lamp (applicable to hotels, resorts) – Safe power outlet at desk (applicable to hotels, resorts) – Guest information folder with: house rules, services and prices, service hours, promotions, envelopes, paper, pens (hotel information can be provided on screen) – Guest information folder with: house rules, services and prices, service hours, promotions, envelopes, paper, pens (hotel information can be provided on screen) – Light-blocking window curtains – Sufficient lighting – Table and chairs for beverages – Drinking glasses – Laundry basket or bag – Trash bin – Smoke detector – Air conditioning – Fridge or minibar – Minibar stocked with beverages, snacks, light food – TV – Instructions for using phone and TV – Safe power outlets – Electric kettle – Luggage rack – Shoe shining paper or sponge – Room slippers – Artwork – Safe for 30% of rooms – Sewing kit – Hair dryer – Room or wood floor carpeting (applicable to hotels) – Fire escape map – Peephole on door – Doorbell – Safety latch | a) Rooms: – Single bed 1 m x 2 m – Double bed 1.6 m x 2 m – Duvet with cover – Mattress 20 cm thick, with cover – Disabled accessible bed 1.8 m x 2 m – Pillows with covers – Bedside table or shelf (single room: 1 bedside table/shelf, double room: 2 bedside tables/shelves, twin room: 1 or 2 bedside tables/shelves) – Bedside electrical control panel – Bedside lamp for each guest – Dimmable bedside lamp for each guest – Safe power outlet at bedside – Telephone – Wardrobe with hangers – Multi-purpose hangers for various clothes – Clothes brush – High-speed wireless internet (wifi) – High-speed internet cable – Desk for 100% of rooms (applicable to hotels, resorts) – Desk lamp (applicable to hotels, resorts) – Safe power outlet at desk (applicable to hotels, resorts) – Guest information folder with: house rules, services and prices, service hours, promotions, envelopes, paper, pens (hotel information can be provided on screen) – Vanity mirror – Full-length mirror – Light-blocking window curtains – Sufficient lighting – Sufficient lighting – Drinking glasses – Tea/coffee cups – Bottle opener – Tissue box – Fruit cutlery set – Laundry basket or bag – Trash bin – Smoke detector – Automatic sprinkler system – Air conditioning – Fridge or minibar – Minibar stocked with beverages, snacks, light food – TV – TV for living room (applicable to suites) – Instructions for using phone and TV – Safe power outlets – Luggage rack – Shoe shining paper or sponge – Room slippers – Electric kettle – Artwork – Safe for 80% of rooms – Sewing kit – Hair dryer – Room or wood floor carpeting (applicable to hotels) – Fire escape map – Peephole on door – Doorbell – Safety latch – Electronic keycard lock – Automatic door closer | a) Rooms: – Single bed 1.2 m x 2 m – Double bed 1.6 m x 2 m – Duvet with cover – Mattress 20 cm thick, with cover – Disabled accessible bed 1.8 m x 2 m – Pillows with covers – Bedside table or shelf (single room: 1 bedside table/shelf, double room: 2 bedside tables/shelves, twin room: 1 or 2 bedside tables/shelves) – Bedside electrical control panel – Bedside lamp for each guest – Dimmable bedside lamp for each guest – Safe power outlet at bedside – Telephone – Wardrobe with hangers – Multi-purpose hangers for various clothes – Clothes brush – High-speed wireless internet (wifi) – High-speed internet cable – Desk for 100% of rooms (applicable to hotels, resorts) – Desk lamp (applicable to hotels, resorts) – Safe power outlet at desk (applicable to hotels, resorts) – Guest information folder with: house rules, services and prices, service hours, promotions, envelopes, paper, pens (hotel information can be provided on screen) – Vanity mirror – Full-length mirror – Light-blocking window curtains – Sufficient lighting – Sufficient lighting – Drinking glasses – Tea/coffee cups – Bottle opener – Tissue box – Fruit cutlery set – Laundry basket or bag – Trash bin – Smoke detector – Automatic sprinkler system – Air conditioning – Fridge or minibar – Minibar stocked with beverages, snacks, light food – TV – TV for living room (applicable to suites) – Instructions for using phone and TV – Safe power outlets – Luggage rack – Shoe shining paper or sponge – Room slippers – Artwork – Electric kettle – Safe for 100% of rooms – Sewing kit – Hair dryer – Room or wood floor carpeting (applicable to hotels) – Fire escape map – Peephole on door – Doorbell – Safety latch – Electronic keycard lock – Automatic door closer Presidential suite: – Bed 2.2 m x 2.2 m |
| b) Bathroom in room: – Walls made of waterproof materials – Floor paved with anti-slip materials – Safe power outlet – Sink – Vanity mirror – Mirror light – Ceiling light – Faucet – Hot water – Shower head – Clothes hooks – Towel racks – Toilet bowl – Flexible hose next to toilet bowl – Toilet paper – Covered trash can – Ventilation equipment – Amenities per guest: glass, soap, face towel, bath towel, toothbrush, toothpaste, shampoo – Floor drain trap system to prevent bad odor | b) Bathroom in room: – Walls made of waterproof materials – Floor paved with anti-slip materials – Safe power outlet – Sink – Vanity mirror – Mirror light – Ceiling light – Faucet – Hot water – Shower head – Clothes hooks – Towel racks – Toilet bowl – Flexible hose next to toilet bowl – Toilet paper – Covered trash can – Ventilation equipment – Amenities per guest: glass, soap, face towel, bath towel, toothbrush, toothpaste, shampoo – Floor drain trap system to prevent bad odor | b) Bathroom in room: – Walls made of waterproof materials – Floor paved with anti-slip materials – Safe power outlet – Sink – Sink countertop – Vanity mirror – Mirror light – Ceiling light – Faucet – Hot water – Shower head – Clothes hooks – Towel racks – Toilet bowl – Flexible hose next to toilet bowl – Toilet paper – Covered trash can – Ventilation equipment – Amenities per guest: glass, soap, face towel, bath towel, toothbrush, toothpaste, shower cap, cotton swabs, shampoo, shower gel, hair conditioner, bathrobe – Foot towel – Telephone connected to room – 80% of rooms have shower stall or bathtub with curtain – Floor drain trap system to prevent bad odor | b) Bathroom in room: – Walls made of waterproof materials – Floor paved with anti-slip materials – Safe power outlet – Sink – Sink countertop – Vanity mirror – Mirror light – Ceiling light – Faucet – Hot water – Shower head – Rain shower system – Clothes hooks – Towel racks – Toilet bowl – Flexible hose next to toilet bowl – Toilet paper – Covered trash can – Ventilation equipment – Amenities per guest: glass, soap, face towel, bath towel, hand towel, toothbrush, toothpaste, shower cap, makeup removal cotton, cotton swabs, shampoo, shower gel, hair conditioner, body lotion, bathrobe – Bath salts – Foot towel – Telephone connected to room – 100% of rooms have shower stall or bathtub with curtain – Weighing scale – Floor drain trap system to prevent bad odor | b) Bathroom in room: – Walls made of waterproof materials – Floor paved with anti-slip materials – Safe power outlet – Sink – Sink countertop – Vanity mirror – Mirror light – Ceiling light – Faucet – Hot water – Shower head – Rain shower system – Clothes hooks – Towel racks – Toilet bowl – Flexible hose next to toilet bowl – Toilet paper – Covered trash can – Ventilation equipment – Amenities per guest: glass, soap, face towel, bath towel, hand towel, toothbrush, toothpaste, shower cap, makeup removal cotton, cotton swabs, shampoo, shower gel, hair conditioner, body lotion, bathrobe – Bath salts – Foot towel – Telephone connected to room – 100% of rooms have shower stall or bathtub with curtain, of which 30% have both types – Clothes drying line – Weighing scale – Floor drain trap system to prevent bad odor Presidential suite, additional: – Whirlpool tub – Magnifying mirror | |
| Meeting, seminar, conference rooms (applicable to hotels) | – | – | – Tables, chairs, microphones, various lights – Projector, projection screen – Meeting equipment – Fire escape map, signage and emergency exit lights – Air conditioning – Good ventilation system – Meeting room camera system – Meeting room carpeting | – Tables, chairs, microphones, various lights – Projector, projection screen – Meeting equipment – Seminar equipment – Conference equipment – Fire escape map, signage and emergency exit lights – Air conditioning – Good ventilation system – Meeting room camera system – Seminar room camera system – Conference room camera system – Meeting room carpeting – Seminar room carpeting – Conference room carpeting | – Tables, chairs, microphones, various lights – Projector, projection screen – Meeting equipment – Seminar equipment – Conference equipment – Fire escape map, signage and emergency exit lights – Air conditioning – Good ventilation system – Meeting room camera system – Seminar room camera system – Conference room camera system – Meeting room carpeting – Seminar room carpeting – Conference room carpeting – Aesthetic lighting system with adjustable brightness |
| Restaurants, bars, kitchens | – | – Tables and chairs – Tableware and tableware storage cabinets – Waterproof food preparation and cooking countertops – Food and beverage preparation equipment and utensils – Tableware washing sink – Concealed drainage system – Cleaning tools and detergents – Covered trash cans – Good lighting or illumination – Good ventilation – Various refrigerators for food storage -Fire escape map, signage and emergency exit lights | – Tables and chairs – Tableware and tableware storage cabinets – Waterproof food preparation and cooking countertops – Food and beverage preparation equipment and utensils – Buffet service equipment – Room service equipment – Tableware washing sink – Separate sinks for food preparation and cooking – Concealed drainage system – Cleaning tools and detergents – Covered trash cans – Good lighting or illumination – Good ventilation – Various refrigerators for food storage -Fire escape map, signage and emergency exit lights – Grease trap – Effective exhaust system – Air conditioning for restaurant | – Tables and chairs – Tableware and tableware storage cabinets – Waterproof food preparation and cooking countertops – Food and beverage preparation equipment and utensils – High-end banquet service equipment – Buffet service equipment – Room service equipment – Staff dining equipment and utensils – Bakery equipment and utensils – Cold dish preparation equipment and utensils – Tableware washing sink – Separate sinks for food preparation and cooking – Concealed drainage system – Cleaning tools and detergents – Covered trash cans – Good lighting or illumination – Good ventilation – Various refrigerators for food storage -Fire escape map, signage and emergency exit lights – Grease trap – Effective exhaust system – Air conditioning for restaurant | – Tables and chairs – Tableware and tableware storage cabinets – Waterproof food preparation and cooking countertops – Food and beverage preparation equipment and utensils – High-end banquet service equipment – Buffet service equipment – Room service equipment – Staff dining equipment and utensils – Bakery equipment and utensils – Cold dish preparation equipment and utensils – Tableware washing sink – Separate sinks for food preparation and cooking – Concealed drainage system – Cleaning tools and detergents – Covered trash cans – Good lighting or illumination – Good ventilation – Various refrigerators for food storage -Fire escape map, signage and emergency exit lights – Grease trap – Effective exhaust system – Air conditioning for restaurant – Restaurant carpeting (applicable to hotels) |
| Laundry | – Ironing board, iron – Washing machine | – Ironing board, iron – Washing machine | – Ironing board, iron – Washing machine – Dryer | – Ironing board, iron – Washing machine – Dryer – Modern laundry equipment system | – Ironing board, iron – Washing machine – Dryer – Modern laundry equipment system |
| 2.3 Corridors, stairs | |||||
| – Fire escape map, exit signage – Emergency exit lights in corridors – Directional and functional signage (restrooms, offices, floor numbers, room numbers…) | – Fire escape map, exit signage – Emergency exit lights in corridors – Directional and functional signage (restrooms, offices, floor numbers, room numbers…) | – Fire escape map, exit signage – Emergency exit lights in corridors – Directional and functional signage (restrooms, offices, floor numbers, room numbers…) – Fire-resistant emergency exit doors | – Fire escape map, exit signage – Emergency exit lights in corridors – Directional and functional signage (restrooms, offices, floor numbers, room numbers…) – Fire-resistant emergency exit doors – Carpeting in room area corridors (applicable to hotels) – Carpeting in conference and seminar area corridors (applicable to hotels) – Carpeting on service area stairs (applicable to hotels) | – Fire escape map, exit signage – Emergency exit lights in corridors – Directional and functional signage (restrooms, offices, floor numbers, room numbers…) – Fire-resistant emergency exit doors – Carpeting in room area corridors (applicable to hotels) – Carpeting in conference and seminar area corridors (applicable to hotels) – Carpeting on service area stairs (applicable to hotels) | |
| 2.4 Ventilation, air conditioning in areas | |||||
| – Ensure good ventilation – Well-functioning ventilation system – Natural ventilation | – Ensure good ventilation – Well-functioning ventilation system – Natural ventilation | – Ensure good ventilation – Well-functioning ventilation system – Air conditioning in service areas – Natural ventilation | – Ensure good ventilation – Well-functioning ventilation system – Air conditioning in service areas – Natural ventilation | – Ensure good ventilation – Well-functioning ventilation system – Air conditioning in service areas – Natural ventilation | |
| 2.5 Water filtration system | |||||
| – | – | – | – | – Water is filtered and safe for direct drinking from faucet | |
| 2.6 Elevators (not applicable to floating hotels) | |||||
| – | – Four floors and above have elevators (including ground floor) | – Three floors and above have elevators (including ground floor) | – Three floors and above have elevators (including ground floor) – Freight elevator – Staff elevator | – Three floors and above have elevators (including ground floor) – Freight elevator – Staff elevator – Elevator with amenities for people with disabilities | |
3 Services and service levels | |||||
| 3.1 Service quality | |||||
| – Have a hotel guest service process – Serve according to professional technical procedures – Friendly attitude | – Have a hotel guest service process – Serve according to professional technical procedures – Friendly attitude | – Have a hotel guest service process – Serve according to professional technical procedures – High level of technical skill – Friendly attitude – Quick, enthusiastic, attentive service | – Have a hotel guest service process – Serve according to professional technical procedures – High level of technical skill – Ensure professionalism in service – Friendly attitude – Quick, enthusiastic, attentive service – Close coordination between departments in guest service | – Have a hotel guest service process – Serve according to professional technical procedures – Perfect service quality – High level of technical skill – Ensure professionalism in service – Ensure professionalism in VIP guest service (butler) – Friendly attitude – Quick, enthusiastic, attentive service – Close coordination between departments in guest service | |
| 3.2 Room service | |||||
| – Room service staff available 12/24 hours – Room cleaning once a day – Change duvet, mattress and pillow covers every three days or per guest request and after guest checks out – Change face towels and bath towels once a day or per guest request and after guest checks out – Guide for guests on environmental protection (placed in bedroom and bathroom) | – Room service staff available 12/24 hours – Room cleaning once a day – Change duvet, mattress and pillow covers every three days or per guest request and after guest checks out – Change face towels and bath towels once a day or per guest request and after guest checks out – Guide for guests on environmental protection (placed in bedroom and bathroom) | – Room service staff available 12/24 hours – Room cleaning once a day – Change duvet, mattress and pillow covers every three days or per guest request and after guest checks out – Change face towels and bath towels once a day or per guest request and after guest checks out – Guide for guests on environmental protection (placed in bedroom and bathroom) – Complimentary tea, coffee, sugar, milk sachets provided | – Room service staff available 12/24 hours – Room cleaning once a day – Change duvet, mattress and pillow covers every three days or per guest request and after guest checks out – Change face towels and bath towels once a day or per guest request and after guest checks out – Guide for guests on environmental protection (placed in bedroom and bathroom) – Complimentary tea, coffee, sugar, milk sachets provided – Evening turndown service – Fresh fruit or pastries or hotel products provided when occupied | – Room service staff available 12/24 hours – Room cleaning once a day – Change duvet, mattress and pillow covers every three days or per guest request and after guest checks out – Change face towels and bath towels once a day or per guest request and after guest checks out – Guide for guests on environmental protection (placed in bedroom and bathroom) – Complimentary tea, coffee, sugar, milk sachets provided – Evening turndown service – Fresh fruit or pastries or hotel products provided when occupied – One magazine provided or online newspaper reading system – Executive floor or executive lounge, including: + Dining room + Office services + Separate reception services (fast check-in and check-out) + Meeting room (applicable to hotels) + Complimentary information, newspapers, magazines provided | |
| 3.3 Food and beverage service | |||||
| – | – Breakfast service – Lunch and dinner service – Simple, easy-to-prepare food and beverage service | – Food and beverage service from 6 am to 10 pm (resorts: from 6 am to 12 am) – Breakfast service – Lunch and dinner service – Simple, easy-to-prepare food and beverage service – Diverse and good quality food and beverage service – Buffet breakfast service – Banquet service – Room service | – Food and beverage service from 6 am to 10 pm (resorts: from 6 am to 12 am) – Breakfast service – Lunch and dinner service – Simple, easy-to-prepare food and beverage service – Diverse and good quality food and beverage service – Buffet breakfast service – Banquet service – Room service – Diverse and high quality food and beverage service | – 24/24 hour food and beverage service – Breakfast service – Lunch and dinner service – Simple, easy-to-prepare food and beverage service – Diverse and good quality food and beverage service – Buffet breakfast service – Banquet service – Room service – Diverse and high quality food and beverage service – Special, high-end wine, food and beverage service | |
| 3.4 Other services | |||||
| – Reception, security available 24/24 hours – Safekeeping of guest money and belongings at reception – Luggage storage for guests – Payment by cash or other methods – Telephone – Wake-up call – Luggage transfer for guests – Medical services – First-aid kit with unexpired medicines – Lifeguard on duty (applicable to hotels with private beach or water sports) – Adult swimming pool with depth markers, attendants, towels, lounge chairs (applicable to resorts) – Laundry service | – Reception, security available 24/24 hours – Safekeeping of guest money and belongings at reception – Luggage storage for guests – Payment by cash or other methods – Telephone – Wake-up call – Luggage transfer for guests – Medical services – First-aid kit with unexpired medicines – Lifeguard on duty (applicable to hotels with private beach or water sports) – Adult swimming pool with depth markers, attendants, towels, lounge chairs (applicable to resorts) – Laundry service | – Reception, security available 24/24 hours – Safekeeping of guest money and belongings at reception – Luggage storage for guests – Payment by cash or other methods – Telephone – Wake-up call – Luggage transfer for guests – Medical services – First-aid kit with unexpired medicines – Lifeguard on duty (applicable to hotels with private beach or water sports) – Adult swimming pool with depth markers, attendants, towels, lounge chairs (applicable to resorts) – Office services – Retail services (souvenir shop, convenience store) – Foreign currency exchange – Booking services for transportation, tours – Meeting service – Entertainment services – Laundry service – Dry cleaning, steam pressing | – Reception, security available 24/24 hours – Safekeeping of guest money and belongings at reception – Luggage storage for guests – Payment by cash or other methods – Telephone – Wake-up call – Luggage transfer for guests – Medical services – First-aid kit with unexpired medicines – On-duty medical staff – Office services – Retail services (shopping, souvenir stores) – Foreign currency exchange – Booking services for transportation, tours – Laundry service – Dry cleaning, steam pressing – Express laundry service – Meeting service – Conference, seminar service – Gym – Reading room (library) – Sauna – Massage – Adult swimming pool with depth markers, attendants, towels, lounge chairs (applicable to hotels, resorts)(2) – Lifeguard on duty (applicable to hotels with private beach or water sports) – Entertainment services – Nightclub (applicable to resorts) – Translation service – Background music in public areas – Beauty services – Services for people with disabilities | – Reception, security available 24/24 hours – Safekeeping of guest money and belongings at reception – Luggage storage for guests – Payment by cash or other methods – Telephone – Wake-up call – Luggage transfer for guests – Medical services – First-aid kit with unexpired medicines – On-duty medical staff – Office services – Retail services (shopping, souvenir stores) – Foreign currency exchange – Booking services for transportation, tours – Laundry service – Dry cleaning, steam pressing – Express laundry service – Meeting service – Conference, seminar service – Gym – Reading room (library) – Sauna – Massage – Adult swimming pool with depth markers, attendants, towels, lounge chairs (applicable to hotels, resorts) – Children’s swimming pool with depth markers, attendants, towels, lounge chairs (applicable to hotels, resorts) – Lifeguard on duty – Entertainment services – Nightclub – Translation service – Background music in public areas – Beauty services – Services for people with disabilities – Childcare – Outdoor sports: tennis or golf or other outdoor sports (applicable to resorts) | |
4 Managers and service staff | |||||
| 4.1 Professional and foreign language qualifications | |||||
| a) Manager: – Graduated with tourism vocational secondary degree or has a national tourism professional certificate or completed a tourism accommodation management training course | a) Manager: – Graduated with tourism vocational secondary degree or has a national tourism professional certificate or completed a tourism accommodation management training course – 1 year of professional experience | a) Manager: – Graduated with tourism vocational college degree, if graduated from another vocational college major must complete a tourism accommodation management training course – 2 years of professional experience – Proficiency in 1 common foreign language equivalent to level 3 of the 6-level Foreign Language Proficiency Framework for Vietnam(3) | a) Manager: – Graduated with tourism university degree, if graduated from another university major must complete a tourism accommodation management training course – 2 years of professional experience – Proficiency in 1 common foreign language equivalent to level 4 of the 6-level Foreign Language Proficiency Framework for Vietnam(3) | a) Manager: – Graduated with tourism university degree, if graduated from another university major must complete a tourism accommodation management training course – 3 years of professional experience – Proficiency in 1 common foreign language equivalent to level 4 of the 6-level Foreign Language Proficiency Framework for Vietnam(3) | |
| c) Service staff: – Completed a professional training course (except those with a diploma or certificate from an authorized training institution) Reception staff: – Proficiency in 1 common foreign language equivalent to level 1 of the 6-level Foreign Language Proficiency Framework for Vietnam(3) – Able to use office computer applications | b) Department heads: – Graduated with elementary vocational degree (reception, housekeeping, waitstaff) or higher or has a national tourism professional certificate; if having an elementary vocational certificate in another field, must complete a professional training course – 1 year of professional experience – Able to use office computer applications Head of reception: Proficiency in 1 common foreign language equivalent to level 2 of the 6-level Foreign Language Proficiency Framework for Vietnam (3) c) Service staff: – 20% have a professional certificate – 80% completed a professional training course Reception staff: – Proficiency in 1 common foreign language equivalent to level 3 of the 6-level Foreign Language Proficiency Framework for Vietnam(3) – Able to use office computer application | b) Department heads: – Graduated with vocational secondary degree (reception, housekeeping, waitstaff, bar, kitchen) or national professional certificate – 2 years of professional experience – Good at using office computer applications Head of restaurant: – Proficiency in 1 common foreign language equivalent to level 3 of the 6-level Foreign Language Proficiency Framework for Vietnam(3) Head of reception: – Proficiency in 1 common foreign language equivalent to level 3 of the 6-level Foreign Language Proficiency Framework for Vietnam(3) c) Service staff: – 50% have a professional certificate – 50% completed a professional training course Restaurant staff: – Proficiency in 1 common foreign language equivalent to level 2 of the 6-level Foreign Language Proficiency Framework for Vietnam(3) Reception staff: – Proficiency in 1 common foreign language equivalent to level 3 of the 6-level Foreign Language Proficiency Framework for Vietna(3) – Good at using office computer applications | b) Department heads: – Graduated with vocational college degree (reception, housekeeping, waitstaff, bar, kitchen) or national professional certificate – 2 years of professional experience – Good at using office computer applications Head of restaurant: – Proficiency in 1 common foreign language equivalent to level 3 of the 6-level Foreign Language Proficiency Framework for Vietnam(3) Head of reception: – Proficiency in 1 common foreign language equivalent to level 4 of the 6-level Foreign Language Proficiency Framework for Vietnam(3) c) Service staff: – 70% have a professional certificate – 30% completed a professional training course – Able to use office computer applications (except housekeeping and bar staff) Staff directly serving guests: – Proficiency in 1 common foreign language equivalent to level 2 of the 6-level Foreign Language Proficiency Framework for Vietnam(3) – Some staff proficient in another common foreign language equivalent to level 2 of the 6-level Foreign Language Proficiency Framework for Vietnam(3) Reception staff: – Proficiency in 1 common foreign language equivalent to level 4 of the 6-level Foreign Language Proficiency Framework for Vietnam(3) – Good at using office computer applications | b) Department heads: – Graduated with vocational college degree (reception, housekeeping, waitstaff, bar, kitchen) or national professional certificate – 3 years of professional experience – Good at using office computer applications Head of restaurant: – Proficiency in 1 common foreign language equivalent to level 4 of the 6-level Foreign Language Proficiency Framework for Vietnam(3) Head of reception: – Proficiency in 1 common foreign language equivalent to level 4 of the 6-level Foreign Language Proficiency Framework for Vietnam(3) c) Service staff: – 70% have a professional certificate – 30% completed a professional training course – Able to use office computer applications (except housekeeping and bar staff) Staff directly serving guests: – Proficiency in 1 common foreign language equivalent to level 3 of the 6-level Foreign Language Proficiency Framework for Vietnam(3) – Some staff proficient in another common foreign language equivalent to level 3 of the 6-level Foreign Language Proficiency Framework for Vietnam(3) Reception staff: – Proficiency in 1 common foreign language equivalent to level 4 of the 6-level Foreign Language Proficiency Framework for Vietnam(3) – Good at using office computer applications | |
| 4.2 Uniform | |||||
| – Dressed in the uniform prescribed by the hotel, with name tag on shirt | – Dressed in the uniform prescribed by the hotel, with name tag on shirt | – Dressed in the uniform prescribed by the hotel, with name tag on shirt – Beautiful design, suitable for the job title and position – Harmonious, convenient colors | – Dressed in the uniform prescribed by the hotel, with name tag on shirt – Beautiful design, suitable for the job title and position – Harmonious, convenient colors – Good quality material, suitable for the environment – Unique style of the hotel | – Dressed in the uniform prescribed by the hotel, with name tag on shirt – Beautiful design, suitable for the job title and position – Harmonious, convenient colors – Good quality material, suitable for the environment – Unique style of the hotel – Work uniforms laundered by the hotel | |
5 Environmental protection, food safety and hygiene, security, safety, fire and explosion prevention | |||||
| 5.1 Environmental protection | |||||
| – Well implement regulations on environmental protection – Certified or labeled or titled for environmental protection, sustainable development – Keep all areas inside and outside the hotel clean – Ensure good drainage and no bad odors in restrooms of all areas – Have effective power saving measures – Use natural light in areas | – Well implement regulations on environmental protection – Certified or labeled or titled for environmental protection, sustainable development – Keep all areas inside and outside the hotel clean – Separate organic and inorganic waste at source – Have measures to minimize noise – Regularly transport waste from kitchen area or have a hygienic waste storage – Ensure good drainage and no bad odors in restrooms of all areas – Have effective power saving measures – Use natural light in areas | – Well implement regulations on environmental protection – Certified or labeled or titled for environmental protection, sustainable development – Keep all areas inside and outside the hotel clean – Ensure good drainage and no bad odors in restrooms of all areas – Separate organic and inorganic waste at source – Have measures to minimize noise – Regularly transport waste from kitchen area or have a hygienic waste storage – Assign part-time staff in charge of environmental management and protection – Use environmentally friendly materials, products, equipment – Have effective power saving measures – Use natural light in areas | – Well implement regulations on environmental protection – Certified or labeled or titled for environmental protection, sustainable development – Keep all areas inside and outside the hotel clean – Ensure good drainage and no bad odors in restrooms of all areas – Separate organic and inorganic waste at source – Have measures to minimize noise – Regularly transport waste from kitchen area or have a hygienic waste storage – Assign part-time staff in charge of environmental management and protection – Use environmentally friendly materials, products, equipment – Have effective power saving measures – Use natural light in areas | – Well implement regulations on environmental protection – Certified or labeled or titled for environmental protection, sustainable development – Keep all areas inside and outside the hotel clean – Ensure good drainage and no bad odors in restrooms of all areas – Separate organic and inorganic waste at source – Have measures to minimize noise – Regularly transport waste from kitchen area or have a hygienic waste storage – Assign part-time staff in charge of environmental management and protection – Assign full-time staff in charge of environmental management and protection – Use environmentally friendly materials, products, equipment – Have effective power saving measures – Use natural light in areas | |
| 5.2 Food safety and hygiene | |||||
| – | – Well implement regulations on food safety and hygiene | – Well implement regulations on food safety and hygiene | – Well implement regulations on food safety and hygiene | – Well implement regulations on food safety and hygiene | |
| 5.3 Security, safety, fire and explosion prevention | |||||
| – Well implement regulations on security, safety, fire and explosion prevention | – Well implement regulations on security, safety, fire and explosion prevention | – Well implement regulations on security, safety, fire and explosion prevention – Camera system in public areas (room corridors, reception lobby, restaurants… | – Well implement regulations on security, safety, fire and explosion prevention – Camera system in public areas (room corridors, reception lobby, restaurants… | – Well implement regulations on security, safety, fire and explosion prevention – Camera system in public areas (room corridors, reception lobby, restaurants… | |
| NOTES: (1) The capacity requirement is not applicable to hotels that are special architectural works such as castles, palaces, old houses or located in places with cultural and historical values that need to be protected (2) For 4-star hotels with good facilities, full, high-quality and luxurious services, the requirement for a swimming pool in urban areas or places with restricted construction height may be considered not applicable (3) 6-level Foreign Language Proficiency Framework for Vietnam | |||||
6. Evaluation method
6.1. Evaluation principles
- The criteria for evaluating and classifying tourist hotels are scored as follows:
+ Mark (X) for criteria that must meet the requirements of the corresponding type and class.
+ Score 1 point for criteria that are encouraged to meet the requirements of the corresponding type and class.
6.2. Content and scoring scale for hotel classification evaluation
According to Appendix A.
6.3. Minimum total score for each type and class of hotel
6.3.1. Hotels
- 1-star: meeting 100% of required criteria (i.e. meeting 98 criteria) and meeting 75% of criteria out of the total number of encouraged criteria (i.e. achieving 35/47 points) for 1-star hotels.
- 2-star: meeting 100% of required criteria (i.e. meeting 138 criteria) and meeting 80% of criteria out of the total number of encouraged criteria (i.e. achieving 40/50 points) for 2-star hotels.
- 3-star: meeting 100% of required criteria (i.e. meeting 197 criteria) and meeting 80% of criteria out of the total number of encouraged criteria (i.e. achieving 51/64 points) for 3-star hotels.
- 4-star: meeting 100% of required criteria (i.e. meeting 257 criteria) and meeting 80% of criteria out of the total number of encouraged criteria (i.e. achieving 62/77 points) for 4-star hotels.
- 5-star: meeting 100% of required criteria (i.e. meeting 296 criteria) and meeting 80% of criteria out of the total number of encouraged criteria (i.e. achieving 57/71 points) for 5-star hotels.
6.3.2. Resorts
- 1-star: meeting 100% of required criteria (i.e. meeting 97 criteria) and meeting 75% of criteria out of the total number of encouraged criteria (i.e. achieving 35/46 points) for 1-star resorts.
- 2-star: meeting 100% of required criteria (i.e. meeting 137 criteria) and meeting 80% of criteria out of the total number of encouraged criteria (i.e. achieving 40/50 points) for 2-star resorts.
- 3-star: meeting 100% of required criteria (i.e. meeting 184 criteria) and meeting 80% of criteria out of the total number of encouraged criteria (i.e. achieving 54/67 points) for 3-star resorts.
- 4-star: meeting 100% of required criteria (i.e. meeting 239 criteria) and meeting 80% of criteria out of the total number of encouraged criteria (i.e. achieving 55/69 points) for 4-star resorts.
- 5-star: meeting 100% of required criteria (i.e. meeting 270 criteria) and meeting 80% of criteria out of the total number of encouraged criteria (i.e. achieving 54/67 points) for 5-star resorts.
6.3.3. Floating hotels
- 1-star: meeting 100% of required criteria (i.e. meeting 95 criteria) and meeting 75% of criteria out of the total number of encouraged criteria (i.e. achieving 31/41 points) for 1-star floating hotels.
- 2-star: meeting 100% of required criteria (i.e. meeting 135 criteria) and meeting 80% of criteria out of the total number of encouraged criteria (i.e. achieving 34/43 points) for 2-star floating hotels.
- 3-star: meeting 100% of required criteria (i.e. meeting 181 criteria) and meeting 80% of criteria out of the total number of encouraged criteria (i.e. achieving 46/57 points) for 3-star floating hotels.
- 4-star: meeting 100% of required criteria (i.e. meeting 231 criteria) and meeting 80% of criteria out of the total number of encouraged criteria (i.e. achieving 49/61 points) for 4-star floating hotels.
- 5-star: meeting 100% of required criteria (i.e. meeting 258 criteria) and meeting 80% of criteria out of the total number of encouraged criteria (i.e. achieving 42/53 points) for 5-star floating hotels.
6.3.4. Motels
- 1-star: meeting 100% of required criteria (i.e. meeting 99 criteria) and meeting 75% of criteria out of the total number of encouraged criteria (i.e. achieving 32/43 points) for 1-star motels.
- 2-star: meeting 100% of required criteria (i.e. meeting 139 criteria) and meeting 80% of criteria out of the total number of encouraged criteria (i.e. achieving 37/46 points) for 2-star motels.
- 3-star: meeting 100% of required criteria (i.e. meeting 187 criteria) and meeting 80% of criteria out of the total number of encouraged criteria (i.e. achieving 47/59 points) for 3-star motels.
- 4-star: meeting 100% of required criteria (i.e. meeting 238 criteria) and meeting 80% of criteria out of the total number of encouraged criteria (i.e. achieving 52/65 points) for 4-star motels.
- 5-star: meeting 100% of required criteria (i.e. meeting 266 criteria) and meeting 80% of criteria out of the total number of encouraged criteria (i.e. achieving 46/58 points) for 5-star motels.
Appendix A (regulation) Content and scoring scale for hotel classification evaluation
| Criteria | Requirements by hotel type | Requirements by star rating | Mark (X) for criteria with (*) | Score 1 for criteria without (*) |
|---|---|---|---|---|
1 Location, architecture | ||||
| 1.1 Location | ||||
| – Convenient | H, R, M, F | 1, 2 | ||
| – Very convenient, easily accessible | H, R, M, F | 3, 4, 5 | ||
| – Beautiful environment, landscape | H, R, M, F | 3, 4, 5 | ||
| 1.2 Architectural design | ||||
| – Architectural design suitable for business requirements, service areas reasonably and conveniently arranged | H, R, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| – Beautiful architectural design | H, R, M, F | 3(*), 4(*), 5(*) | ||
| – Unique architecture | H, R, M, F | 5 | ||
| – Overall landscape consistently designed | H, R, M, F | 5(*) | ||
| – Interior and exterior reasonably designed, arranged and decorated | H, R, M, F | 1(*), 2(*) | ||
| – Interior and exterior reasonably, beautifully and elegantly designed, arranged and decorated, good quality construction materials | H, R, M, F | 3(*), 4(*), 5(*) | ||
| – Hotel facade: entrance, sidewalks, landscape beautifully, elegantly and delicately designed | H, R | 5(*) | ||
| – Canopy in front of reception lobby | H | 3, 4(*), 5(*) | ||
| – Separate entrances for guests and staff | H, R, M, F | 3, 4(*), 5(*) | ||
| – Entrance ensures accessibility for people with disabilities | H, R, M, F | 1, 2, 3, 4 | ||
| R | 5 | |||
| H, M, F | 5(*) | |||
| – Rooms for people with disabilities using wheelchairs, strollers | H, R, M, F | 4(*), 5(*) | ||
| – Executive floor or executive lounge | H | 5(*) | ||
| R | 5 | |||
| Good sound insulation in room area | H, R, M, F | 1, 2, 3, 4(*), 5(*) | ||
| 1.3 Room capacity | ||||
| – 10 rooms | H, R, M, F | 1(*) | ||
| – 15 rooms | R | 2(*) | ||
| – 20 rooms | H, M, F | 2(*) | ||
| – 30 rooms | M, F | 3(*) | ||
| – 40 rooms | R | 3(*) | ||
| – 50 rooms | H | 3(*) | ||
| M, F | 4(*) | |||
| – 60 rooms | R | 4(*) | ||
| – 80 rooms | H | 4(*) | ||
| R, M, F | 5(*) | |||
| – 100 rooms | H | 5(*) | ||
| 1.4 Parking and internal traffic | ||||
| a) Parking | ||||
| – Parking for guests inside or within 200 m from the hotel | H | 1, 2 | ||
| – Parking for guests inside the hotel for 5% of rooms | H | 3 | ||
| – Parking for guests inside the hotel for 10% of rooms | H | 4 | ||
| – Parking for guests inside the hotel for 15% of rooms | H | 5 | ||
| – Parking for guests inside the hotel for 50% of rooms | R | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| – Parking for guests inside the hotel for 100% of rooms | M | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| – Convenient, safe, well-ventilated parking | H, R, M | 1(*), 2(*), 3(*),4(*), 5(*) | ||
| b) Internal traffic | ||||
| – Convenient, safe, well-ventilated walkways and internal traffic | H, R, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| 1.5 Reception lobby area | ||||
| – Reception lobby | H, R, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| – 10 m2 area | H, R, M | 1 | ||
| F | 3 | |||
| – 20 m2 area | H, R, M | 2 | ||
| F | 4 | |||
| – 35 m2 area | H, R, M | 3 | ||
| F | 5 | |||
| – 60 m2 area | H, R, M | 4 | ||
| – 100 m2 area | H, R, M | 5 | ||
| – Restroom in or near the lobby area | H, R, M, F | 1(*), 2(*) | ||
| – Separate restrooms for men and women in or near the lobby area | H, R, M, F | 3(*), 4(*) | ||
| – Separate restrooms for men and women in the lobby | H, R, M, F | 5(*) | ||
| – Separate smoking area | H, R, M, F | 1, 2, 3, 4, 5 | ||
| – Restroom for people with disabilities using wheelchairs, strollers | H, R, M, F | 5 | ||
| – Lobby bar | R | 4(*), 5(*) | ||
| H, M, F | 5(*) | |||
| 1.6 Green space | ||||
| – Greenery in public areas | H, R, M, F | 2, 3, 4, 5 | ||
| – Gardens, greenery | R | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| H | 5 | |||
| 1.7 Room size (including bedroom and bathroom) | ||||
| – Single room 12 m2- Double or twin room 15 m2 | H, R, M | 1(*) | ||
| – Single room 15 m2- Double or twin room 17 m2 | H, R, M | 2(*) | ||
| – Single room 18 m2- Double or twin room 22 m2 | H, R, M | 3(*) | ||
| – Single room 21 m2- Double or twin room 25 m2 | H, R, M | 4(*) | ||
| – Suite 41 m2 | H, R, M | 4 | ||
| – Single room 24 m2- Double or twin room 32 m2 | H, R, M | 5(*) | ||
| – Suite 56 m2 | H, R, M | 5 | ||
| Presidential suite 100 m2 | H, R, M | 5 | ||
| 1.8 Restaurants, bar counters | ||||
| – 01 restaurant | H, R, M, F | 2(*) | ||
| – 01 restaurant with bar counter | H, R, M, F | 3(*) | ||
| – 01 restaurant, serving European and Asian dishes | H, R, M, F | 4(*) | ||
| – 02 restaurants, serving European and Asian dishes | H, R, M, F | 5(*) | ||
| – Restaurant seats equal to 50% of beds | H, R, M, F | 2(*) | ||
| – Restaurant seats equal to 60% of beds | H, R, M, F | 3(*) | ||
| – Restaurant seats equal to 80% of beds | H, R, M, F | 4(*), 5(*) | ||
| – 01 bar counter | H, M, F | 4(*) | ||
| – 02 bar counter | R | 4(*), 5(*) | ||
| H, M, F | 5(*) | |||
| – Restroom (applicable to restaurant separate from reception lobby) | H, R, M, F | 2 | ||
| – Separate restrooms for men and women (applicable to restaurant separate from reception lobby) | H, R, M, F | 3(*), 4(*), 5(*) | ||
| – Separate smoking area | H, R, M, F | 2, 3, 4(*), 5(*) | ||
| 1.9 Kitchen area | ||||
| – Convenient for transporting food to the restaurant | H, R, M, F | 2(*), 3(*), 4(*), 5(*) | ||
| – Kitchen | H, R, M, F | 2(*), 3(*) | ||
| – European and Asian kitchens | H, R, M, F | 4(*), 5(*) | ||
| – Bakery | H, R, M, F | 4(*), 5(*) | ||
| – Well ventilated | H, R, M, F | 2(*), 3(*), 4(*), 5(*) | ||
| – Area ensuring processing and cooking processes | H, R, M, F | 2(*), 3(*), 4(*), 5(*) | ||
| – Separate cold and hot processing and cooking areas | H, R, M, F | 3(*), 4(*), 5(*) | ||
| – Food preparation and distribution area | H, R, M, F | 4(*), 5(*) | ||
| – Air lock room, ensuring sound insulation, heat insulation, odor isolation between kitchen and dining room | H, R, M, F | 4, 5(*) | ||
| – Separate waste transport route, ensuring hygiene | H, R, M, F | 3, 4(*), 5(*) | ||
| – Measures to prevent harmful animals and insects | H, R, M, F | 2(*), 3(*), 4(*), 5(*) | ||
| – Flat, waterproof, easy-to-clean walls | H, R, M, F | 2(*), 3(*), 4(*), 5(*) | ||
| – Kitchen ceiling convenient for hygiene and safety | H, R, M, F | 2(*), 3(*), 4(*), 5(*) | ||
| – Flat floor, paved with anti-slip, easy-to-clean materials | H, R, M, F | 2(*), 3(*), 4(*), 5(*) | ||
| – Restroom for kitchen staff (outside the kitchen area) | H, R, M, F | 3, 4, 5(*) | ||
| 1.10 Storage | ||||
| – Storage for raw materials, food | H, R, M, F | 2, 3, 4(*), 5(*) | ||
| – Storage for spare supplies and equipment | H, R, M, F | 2(*), 3(*), 4(*), 5(*) | ||
| – Cold storages (by food type) | H, R, M, F | 4(*), 5(*) | ||
| 1.11 Meeting, conference, seminar rooms | ||||
| – 01 meeting room with 30 seats | H | 3(*) | ||
| – 01 meeting room | H | 4(*) | ||
| – 01 seminar room | H | 4(*) | ||
| – 01 conference room | H | 4(*), 5(*) | ||
| – 02 meeting rooms | H | 5(*) | ||
| – 02 seminar rooms | H | 5(*) | ||
| – Waiting lounge, guest registration and coffee break area | H | 4(*), 5(*) | ||
| – Separate restrooms for men and women (applicable to meeting, conference, seminar rooms separate from reception lobby) | H | 3(*), 4(*), 5(*) | ||
| – Good sound insulation | H | 4(*), 5(*) | ||
| 1.12 Staff area | ||||
| – Office of manager and functional units | H, R, M, F | 2(*), 3(*), 4(*), 5(*) | ||
| – Room service standby room | H, R, M, F | 2, 3, 4(*), 5(*) | ||
| – Changing room | H, R, M, F | 3, 4(*), 5(*) | ||
| – Separate restrooms for male and female staff | H, R, M, F | 3(*), 4(*), 5(*) | ||
| – Shower room | H, R, M, F | 4(*), 5(*) | ||
| – Staff dining room | H, R, M, F | 4(*), 5(*) | ||
| 1.13 Corridors | ||||
| – Convenient for movement and ensuring fire safety and evacuation | H, R, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
2 Facilities and amenities | ||||
| 2.1 Quality, arrangement, decoration | ||||
| – Fair quality | H, R, M, F | 1(*), 2(*) | ||
| – Good quality | H, R, M, F | 3(*) | ||
| – High quality | H, R, M, F | 4(*), 5(*) | ||
| – Reasonable arrangement | H, R, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| – Harmonious colors | H, R, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| – Good functioning | H, R, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| – Consistent | H, R, M, F | 3(*), 4(*), 5(*) | ||
| – Beautiful interior decoration | H, R, M, F | 4(*) | ||
| – Modern, luxurious | H, R, M, F | 4(*), 5(*) | ||
| – Artistic decoration | H, R, M, F | 5(*) | ||
| 2.2 Interior furniture | ||||
| 2.2.1 Reception lobby; Lobby restroom and public areas | ||||
| a) Reception lobby | ||||
| – Reception desk | H, R, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| – Telephone | H, R, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| – Computer | H, R, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| – Guest reception chairs and tables | H, R, M, F | 1, 2, 3(*), 4(*), 5(*) | ||
| – Board or screen listing service prices and payment methods | H, R, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| – Credit card payment equipment | H, R, M, F | 1, 2, 3(*), 4(*), 5(*) | ||
| – Conveniently arranged entrance and exit | H, R, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| – Storage for guest belongings and valuables | H, R, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| – Wireless internet (wifi) | H, R, M, F | 1, 2, 3(*), 4(*), 5(*) | ||
| – Board or screen listing foreign exchange rates | H, R, M, F | 1, 2, 3, 4, 5 | ||
| – Wheelchair for the disabled | H, R, M, F | 3, 4, 5(*) | ||
| – Newspaper, magazine rack or online newspaper reading system (Press Reader) | H, R, M, F | 4(*), 5(*) | ||
| – Information, guest relations and reception support desk (doorman, luggage service, courier, guest pickup car…) | H, R, M, F | 4, 5(*) | ||
| – Reception desk organized into counters by function: | ||||
| + Room reservation counter | H, R, M, F | 5 | ||
| + Reception counter | H, R, M, F | 5 | ||
| + Telephone switchboard | H, R, M, F | 5 | ||
| b) Lobby and public area restrooms | ||||
| – Toilet bowl | H, R, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| – Urinal (men’s restroom) | H, R, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| – Toilet paper | H, R, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| – Flexible hose next to toilet bowl | H, R, M, F | 3, 4, 5 | ||
| – Sink | H, R, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| – Vanity mirror | H, R, M, F | 1, 2(*), 3(*), 4(*), 5(*) | ||
| – Faucet | H, R, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| – Soap | H, R, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| – Covered trash can | H, R, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| – Ventilation equipment | H, R, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| – Hooks or bag racks | H, R, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| – Paper or hand towels | H, R, M, F | 3(*), 4(*), 5(*) | ||
| – Hand dryer | H, R, M, F | 3, 4, 5 | ||
| – Floor drain trap system to prevent bad odor | H, R, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| 2.2.2 Rooms and bathrooms in rooms | ||||
| a) Rooms | ||||
| – Single bed 0.9 m x 2 m | H, R, M, F | 1(*), 2(*) | ||
| – Single bed 1.0 m x 2 m | H, R, M, F | 3(*), 4(*) | ||
| – Single bed 1.2 m x 2 m | H, R, M, F | 5(*) | ||
| – Double bed 1.6 m x 2 m | H, R, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| – Presidential suite bed 2.2 m x 2.2 m | H, R, M, F | 5(*) | ||
| – Disabled accessible bed 1.8 m x 2 m | H, R, M, F | 4(*), 5(*) | ||
| – Mattress 10 cm thick, with cover | H, R, M, F | 1(*), 2(*) | ||
| – Mattress 20 cm thick, with cover | H, R, M, F | 3(*), 4(*), 5(*) | ||
| – Duvet with cover | H, R, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| – Pillows with covers | H, R, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| – Bedside table or shelf (single room: 1 bedside table/shelf, double room: 2 bedside tables/shelves, twin room: 1 or 2 bedside tables/shelves) | H, R, M, F | 1, 2(*), 3(*), 4(*), 5(*) | ||
| – Safe power outlet at bedside | H, R, M, F | 3, 4(*), 5(*) | ||
| – Bedside electrical control panel | H, R, M, F | 4, 5 | ||
| – Bedside lamp | H, R, M, F | 1, 2(*) | ||
| – Bedside lamp for each guest | H, R, M, F | 3(*), 4(*) | ||
| – Dimmable bedside lamp for each guest | H, R, M, F | 4, 5(*) | ||
| – Sufficient lighting | H, R, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| – Telephone | H, R, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| – Wardrobe with hangers | H, R, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| – Multi-purpose hangers for various clothes | H, R, M, F | 4, 5 | ||
| – Clothes brush | H, R, M, F | 3, 4, 5 | ||
| – Table and chairs for beverages | H, R, M | 1, 2, 3(*), 4(*), 5(*) | ||
| F | 1, 2, 3, 4, 5 | |||
| – Drinking glasses | H, R, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| – Tea/coffee cups | H, R, M, F | 4(*), 5(*) | ||
| – Tissue box | H, R, M, F | 4(*), 5(*) | ||
| – Fruit cutlery set | H, R, M, F | 4(*), 5(*) | ||
| – Bottle opener | H, R, M, F | 4, 5 | ||
| – Desk for 50% of rooms | H | 1, 2, 3(*) | ||
| R | 3 | |||
| – Desk for 100% of rooms | H | 4(*), 5(*) | ||
| R | 4, 5(*) | |||
| – Desk lamp | H | 1, 2, 3(*), 4(*), 5(*) | ||
| R | 3, 4(*), 5(*) | |||
| – Safe power outlet at desk | H | 1, 2, 3(*), 4(*), 5(*) | ||
| R | 3, 4(*), 5(*) | |||
| – Safe power outlets | H, R, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| – Vanity mirror | H, R, M | 3, 4, 5 | ||
| – Full-length mirror | H, R, M, F | 4(*), 5(*) | ||
| – Guest information folder with: house rules, services and prices, service hours, promotions, envelopes, paper, pens (hotel information can be provided on screen) | H, R, M, F | 1, 2, 3(*), 4(*), 5(*) | ||
| – Wireless internet (wifi) | H, R, M | 1, 2 | ||
| – High-speed wireless internet (wifi) | H, R, M | 3(*), 4(*), 5(*) | ||
| – High-speed internet cable | H, R, M | 3, 4, 5 | ||
| – Sewing kit | H, R, M, F | 3, 4, 5 | ||
| – Hair dryer | H, R, M, F | 3(*), 4(*), 5(*) | ||
| – Laundry basket or bag | H, R, M, F | 1, 2, 3(*), 4(*), 5(*) | ||
| – Trash bin | H, R, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| – Ironing board, iron | H, R, M, F | 5 | ||
| – Safe for 30% of rooms | H, R, M, F | 3(*) | ||
| – Safe for 80% of rooms | H, R, M, F | 4(*) | ||
| – Safe for 100% of rooms | H, R, M, F | 5(*) | ||
| – Weighing scale | H, R, M, F | 4, 5(*) | ||
| – Luggage rack | H, R, M, F | 1, 2, 3(*), 4(*), 5(*) | ||
| – Room slippers | H, R, M, F | 1, 2, 3, 4(*), 5(*) | ||
| – Shoe shining paper or sponge | H, R, M, F | 3, 4, 5 | ||
| – Artwork | H, R, M, F | 3, 4, 5(*) | ||
| – Window curtains | H, R, M, F | 1, 2(*) | ||
| – Light-blocking window curtains | H, R, M, F | 3(*), 4(*), 5(*) | ||
| – Fridge or minibar | H, R, M, F | 1, 2(*), 3(*), 4(*), 5(*) | ||
| – Minibar stocked with beverages, snacks, light food | H, R, M, F | 2, 3(*), 4(*), 5(*) | ||
| – Air conditioning | R | 1, 2, 3, 4, 5 | ||
| H, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | |||
| – TV | R | 1, 2, 3, 4, 5 | ||
| H, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | |||
| – TV for living room (applicable to suites) | R | 4, 5 | ||
| H, M, F | 4(*), 5(*) | |||
| – Instructions for using phone and TV | R | 1, 2, 3, 4, 5 | ||
| H, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | |||
| – Electric kettle | H, R, M, F | 3(*), 4(*), 5(*) | ||
| – Smoke detector | H, R, M, F | 1, 2, 3(*), 4(*), 5(*) | ||
| – Automatic sprinkler system | H, R, M, F | 4, 5 | ||
| – Peephole on door | H, R, M, F | 1, 2, 3, 4, 5 | ||
| – Doorbell | H, R, M, F | 1, 2, 3, 4, 5 | ||
| – Safety latch | H, R, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| – Fire escape map | H, R, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| – Electronic keycard lock | H, R, M, F | 4, 5 | ||
| – Automatic door closer | H, R, M, F | 4, 5 | ||
| – Room or wood floor carpeting | H | 3, 4, 5 | ||
| b) Bathroom in room | ||||
| – Walls made of waterproof materials | H, R, M | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| – Floor paved with anti-slip materials | H, R, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| – Safe power outlet | H, R, M, F | 1, 2, 3(*), 4(*), 5(*) | ||
| – Sink | H, R, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| – Vanity mirror | H, R, M, F | 1, 2(*), 3(*), 4(*), 5(*) | ||
| Magnifying mirror (Presidential suite) | H, R, M, F | 5(*) | ||
| – Faucet | H, R, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| – Hot water | H, R, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| – Shower head | H, R, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| – Rain shower system | H, R, M, F | 4, 5(*) | ||
| – Clothes hooks | H, R, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| – Towel racks | H, R, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| – Toilet bowl | H, R, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| – Flexible hose next to toilet bowl | H, R, M, F | 1, 2, 3, 4, 5 | ||
| – Toilet paper | H, R, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| – Covered trash can | H, R, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| – Ventilation equipment | H, R, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| – Mirror light | H, R, M, F | 1, 2, 3, 4(*), 5(*) | ||
| – Ceiling light | H, R, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| – Amenities per guest: | ||||
| + Glass | H, R, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| + Soap | H, R, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| + Shampoo | H, R, M, F | 1, 2 | ||
| + Shampoo and hair conditioner | H, R, M, F | 3, 4, 5 | ||
| + Face towel | H, R, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| + Bath towel | H, R, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| + Hand towel | H, R, M, F | 4(*), 5(*) | ||
| + Shower cap | H, R, M, F | 3(*), 4(*), 5(*) | ||
| + Shower gel | H, R, M, F | 3(*), 4(*), 5(*) | ||
| + Cotton swabs | H, R, M, F | 3(*), 4(*), 5(*) | ||
| + Toothpaste | H, R, M, F | 1, 2, 3, 4, 5 | ||
| + Toothbrush | H, R, M, F | 1, 2, 3, 4, 5 | ||
| + Body lotion | H, R, M, F | 4, 5 | ||
| + Bathrobe | H, R, M, F | 3, 4(*), 5(*) | ||
| + Makeup removal cotton | H, R, M, F | 4, 5 | ||
| – Bath salts | H, R, M, F | 4, 5 | ||
| – Foot towel | H, R, M, F | 3(*), 4(*), 5(*) | ||
| – Sink countertop | H, R, M, F | 3(*), 4(*), 5(*) | ||
| – 80% of rooms have shower stall or bathtub with curtain | H, R, M, F | 3(*) | ||
| – Telephone connected to room | H, R, M, F | 3, 4, 5(*) | ||
| – 100% of rooms have shower stall or bathtub with curtain | H, R, M, F | 4(*) | ||
| – Whirlpool tub for presidential suite | H, R, M, F | 5 | ||
| – 100% of rooms have shower stall or bathtub with curtain, of which 30% have both types | H, R, M, F | 5(*) | ||
| – Clothes drying line | H, R, M, F | 5 | ||
| – Floor drain trap system to prevent bad odor | H, R, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| 2.2.3 Meeting, seminar, conference rooms | ||||
| – Tables, chairs, microphones, various lights | H | 3(*), 4(*), 5(*) | ||
| – Projector, projection scree | H | 3(*), 4(*), 5(*) | ||
| – Meeting equipmen | H | 3(*), 4(*), 5(*) | ||
| – Seminar equipment | H | 4(*), 5(*) | ||
| – Conference equipment | H | 4(*), 5(*) | ||
| – Air conditioning | H | 3(*), 4(*), 5(*) | ||
| – Good ventilation system | H | 3(*), 4(*), 5(*) | ||
| – Meeting room carpeting | H | 3, 4, 5 | ||
| – Seminar room carpeting | H | 4, 5 | ||
| – Conference room carpeting | H | 4, 5 | ||
| – Fire escape map, signage and emergency exit lights | H | 3(*), 4(*), 5(*) | ||
| – Meeting room camera system | H | 3, 4, 5 | ||
| – Seminar room camera system | H | 4, 5(*) | ||
| – Conference room camera system | H | 4, 5(*) | ||
| – Aesthetic lighting system with adjustable brightness | H | 5(*) | ||
| 2.2.4 Restaurants, bars, kitchens | ||||
| – Tables and chairs | H, R, M, F | 2(*), 3(*), 4(*), 5(*) | ||
| – Tableware and tableware storage cabinets | H, R, M, F | 2(*), 3(*), 4(*), 5(*) | ||
| – Various refrigerators for food storage | H, R, M, F | 2(*), 3(*), 4(*), 5(*) | ||
| – Food and beverage preparation equipment and utensils | H, R, M, F | 2(*), 3(*), 4(*), 5(*) | ||
| – Staff dining equipment and utensils | H, R, M, F | 4, 5(*) | ||
| – Buffet service equipment | H, R, M, F | 3, 4(*), 5(*) | ||
| – Room service equipment | H, R, M, F | 3, 4(*), 5(*) | ||
| – High-end banquet service equipment | H, R, M, F | 4(*), 5(*) | ||
| – Bakery equipment and utensils | H, R, M, F | 4(*), 5(*) | ||
| – Cold dish preparation equipment and utensils | H, R, M, F | 4(*), 5(*) | ||
| – Waterproof food preparation and cooking countertops | H, R, M, F | 2(*), 3(*), 4(*), 5(*) | ||
| – Tableware washing sink | H, R, M, F | 2(*), 3(*), 4(*), 5(*) | ||
| – Separate sinks for food preparation and cooking | H, R, M, F | 3(*), 4(*), 5(*) | ||
| – Cleaning tools and detergents | H, R, M, F | 2(*), 3(*), 4(*), 5(*) | ||
| – Grease trap | H, R, M, F | 3(*), 4(*), 5(*) | ||
| – Covered trash cans | H, R, M, F | 2(*), 3(*), 4(*), 5(*) | ||
| – Concealed drainage system | H, R, M, F | 2(*), 3(*), 4(*), 5(*) | ||
| – Effective exhaust system | H, R, M, F | 3(*), 4(*), 5(*) | ||
| – Good ventilation | H, R, M, F | 2(*), 3(*), 4(*), 5(*) | ||
| – Good lighting or illumination | H, R, M, F | 2(*), 3(*), 4(*), 5(*) | ||
| – Air conditioning for restaurant | H, R, M, F | 3, 4, 5 | ||
| – Fire escape map, signage and emergency exit lights | H, R, M, F | 2(*), 3(*), 4(*), 5(*) | ||
| – Restaurant carpeting | H | 5 | ||
| 2.2.5 Laundry | ||||
| – Ironing board, iron | H, R, M, F | 1, 2, 3, 4, 5 | ||
| – Washing machine | H, R, M, F | 1, 2, 3, 4, 5 | ||
| – Dryer | H, R, M, F | 3, 4, 5 | ||
| – Modern laundry equipment system | H, R, M, F | 4, 5 | ||
| 2.3 Corridors, stairs | ||||
| – Fire escape map, exit signage | H, R, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| – Emergency exit lights in corridors | H, R, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| – Directional and functional signage (restrooms, offices, floor numbers, room numbers…) | H, R, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| – Fire-resistant emergency exit doors | H, R, M, F | 3, 4, 5(*) | ||
| – Carpeting in room area corridors | H | 4, 5 | ||
| – Carpeting in conference and seminar area corridors | H | 4, 5 | ||
| – Carpeting on service area stairs | H | 4, 5 | ||
| 2.4 Ventilation, air conditioning in areas | ||||
| – Ensure good ventilation | H, R, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| – Natural ventilation | H, R, M, F | 1, 2, 3, 4, 5 | ||
| – Well-functioning ventilation system | H, R, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| – Air conditioning in service areas | H, R, M, F | 3, 4, 5 | ||
| 2.5 Water system | ||||
| – Supply enough clean water and water for firefighting, have a water reserve system | H, R, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| – Have a drainage system ensuring environmental sanitation | H, R, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| – Water is filtered and safe for direct drinking from faucet | H, R, M, F | 5 | ||
| 2.6 Elevators | ||||
| – Four floors and above have elevators (including ground floor) | H, R, M | 2 | ||
| – Three floors and above have guest elevators (including ground floor) | H, R, M | 3, 4(*), 5(*) | ||
| – Staff elevator | H, R, M | 4, 5(*) | ||
| – Freight elevator | H, R, M | 4, 5 | ||
| – Elevator with amenities for people with disabilities | H, R, M | 5 | ||
| 2.7 Communication facilities system | ||||
| – Adequate and well-functioning communication facilities | H, R, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| 2.8 Electrical system | ||||
| – 24/7 power supply | H, R, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| – Lighting system meets the requirements of each area | H, R, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| – Backup power system/generator | H, R, M, F | 1, 2(*), 3(*), 4(*), 5(*) | ||
3 Services and service levels | ||||
| 3.1 Service quality | ||||
| – Have a hotel guest service process | H, R, M, F | 1, 2, 3, 4(*), 5(*) | ||
| – Serve according to professional technical procedures | H, R, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| – Friendly attitude | H, R, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| – High level of technical skill | H, R, M, F | 3(*), 4(*), 5(*) | ||
| – Close coordination between departments in guest service | H, R, M, F | 4(*), 5(*) | ||
| – Quick, enthusiastic, attentive service | H, R, M, F | 3(*), 4(*), 5(*) | ||
| – Ensure professionalism in service | H, R, M, F | 4(*), 5(*) | ||
| – Perfect service quality | H, R, M, F | 5(*) | ||
| – Ensure professionalism in VIP guest service (butler) | H, R, M, F | 5(*) | ||
| 3.2 Room service | ||||
| – Room service staff available 12/24 hours | H, R, M, F | 1, 2 | ||
| – Room service staff available 24/24 hours | H, R, M, F | 3(*), 4(*), 5(*) | ||
| – Room cleaning once a day | H, R, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| – Evening turndown service | H, R, M, F | 4(*), 5(*) | ||
| – Change duvet, mattress and pillow covers every three days or per guest request and after guest checks ou | H, R, M, F | 1(*), 2(*) | ||
| – Change duvet, mattress and pillow covers once a day or per guest request and after guest checks out | H, R, M, F | 3(*), 4(*), 5(*) | ||
| – Change face towels and bath towels once a day or per guest request and after guest checks out | H, R, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| – Guide for guests on environmental protection (placed in bedroom and bathroom) | H, R, M, F | 1, 2, 3(*), 4(*), 5(*) | ||
| – Fresh fruit or pastries or hotel products provided when occupied | H, R, M, F | 4(*), 5(*) | ||
| – Complimentary tea, coffee, sugar, milk sachets provided | H, R, M, F | 3, 4(*), 5(*) | ||
| – One magazine provided or online newspaper reading system | H, R, M, F | 5(*) | ||
| – One magazine provided or online newspaper reading system | ||||
| + Dining room; | H | 5(*) | ||
| R | 5 | |||
| + Office services; | H | 5(*) | ||
| R | 5 | |||
| + Separate reception services (fast check-in and check-out); | H | 5(*) | ||
| R | 5 | |||
| + Meeting room; | H | 5(*) | ||
| + Complimentary information, newspapers, magazines provided | H | 5(*) | ||
| R | 5 | |||
| 3.3 Food and beverage service | ||||
| – Breakfast service | H, R, M, F | 2(*), 3(*), 4(*), 5(*) | ||
| – Buffet breakfast service | H, R, M, F | 3(*), 4(*), 5(*) | ||
| – Lunch and dinner service | H, R, M, F | 2, 3(*), 4(*), 5(*) | ||
| – Banquet service | H, R, M, F | 3(*), 4(*), 5(*) | ||
| – Food and beverage service from 6 am to 10 pm | H, M, F | 3(*) | ||
| – Food and beverage service from 6 am to 12 am | R | 3(*) | ||
| H, M, F | 4(*) | |||
| – 24/24 hour food and beverage service | H, R, M, F | 5(*) | ||
| – Room service | H, R, M, F | 3, 4(*), 5(*) | ||
| – Simple, easy-to-prepare food and beverage service | H, R, M, F | 2(*), 3(*), 4(*), 5(*) | ||
| – Diverse and good quality food and beverage service | H, R, M, F | 3(*), 4(*), 5(*) | ||
| – Diverse and high quality food and beverage service | H, R, M, F | 4(*), 5(*) | ||
| – Special, high-end wine, food and beverage service | H, R, M, F | 5(*) | ||
| 3.4 Other services | ||||
| – Reception available 24/24 hours | H, R, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| – Security available 24/24 hours | H, R, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| – Safekeeping of guest money and belongings at reception | H, R, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| – Luggage storage for guests | H, R, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| – Luggage transfer for guests | H, R, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| – Payment by cash or other methods | H, R, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| – Telephone | H, R, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| – Wake-up call | H, R, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| – Lifeguard on duty (applicable to hotels with private beach or water sports) | H, R, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| – Medical services | H, R, M, F | 1, 2, 3, 4 | ||
| – On-duty medical staf | H, R, M, F | 4, 5(*) | ||
| – Tủ thuốc và một số loại thuốc sơ cứu còn hạn sử dụng | H, R, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| – Dịch vụ bán hàng (quầy lưu niệm, tạp hoá) | H, R, M, F | 3 | ||
| – Dịch vụ bán hàng (cửa hàng mua sắm, lưu niệm) | H, R, M, F | 4(*), 5(*) | ||
| – Dịch vụ văn phòng | H, R, M, F | 3(*), 4(*), 5(*) | ||
| – Phòng đọc sách (thư viện) | H, R, M, F | 4, 5 | ||
| – Thu đổi ngoại tệ | H, R, M, F | 3, 4, 5 | ||
| – Nhạc nền khu vực công cộng | H, R, M, F | 4, 5(*) | ||
| – Dịch vụ đặt chỗ, mua vé phương tiện vận chuyển, tham quan | H, R, M, F | 3, 4, 5 | ||
| – Phục vụ họp | H | 3(*) | ||
| – Phục vụ họp, hội thảo, hội nghị | H | 4(*), 5(*) | ||
| – Dịch vụ dịch thuật | H | 4, 5 | ||
| – Giặt là | H, R, M, F | 1, 2, 3(*), 4(*), 5(*) | ||
| – Giặt khô, là hơi | H, R, M, F | 3, 4(*), 5(*) | ||
| – Giặt là lấy ngay | H, R, M, F | 4(*), 5(*) | ||
| – Phòng tập thể thao | H, R, M, F | 4(*), 5(*) | ||
| – Bar đêm | R | 4(*), 5(*) | ||
| H, M, F | 5 | |||
| – Dịch vụ giải trí | H, R, M, F | 3, 5(*) | ||
| R | 4(*) | |||
| H, M, F | 4 | |||
| – Bể bơi cho người lớn (có nội quy, biển chỉ dẫn độ sâu, có nhân viên phục vụ và trực cứu hộ, có khăn tắm, ghế nằm) | R | 1, 2, 3 | ||
| H, R | 4(*), 5(*) | |||
| – Bể bơi cho trẻ em (có biển chỉ dẫn độ sâu, có nhân viên phục vụ và trực cứu hộ, có khăn tắm, ghế nằm) | H, R | 5(*) | ||
| – Chăm sóc sắc đẹp | H, R, M, F | 4, 5(*) | ||
| – Xông hơi | H, R, M, F | 4(*), 5(*) | ||
| – Mat-xa | H, R, M, F | 4, 5(*) | ||
| – Trông giữ trẻ | H, R, M, F | 5(*) | ||
| – Thể thao ngoài trời (Tennis hoặc golf hoặc thể thao ngoài trời khác) | R | 5(*) | ||
| – Dịch vụ phục vụ người khuyết tật | H, R, M, F | 5(*) | ||
4 Người quản lý và nhân viên phục vụ | ||||
| 4.1 Trình độ chuyên môn nghiệp vụ, ngoại ngữ | ||||
| a) Người quản lý: | ||||
| – Tốt nghiệp trung cấp chuyên ngành du lịch hoặc có chứng chỉ nghề du lịch quốc gia hoặc qua lớp bồi dưỡng quản lý lưu trú du lịch | H, R, M, F | 1(*), 2(*) | ||
| – Tốt nghiệp cao đẳng chuyên ngành du lịch, nếu tốt nghiệp cao đẳng ngành khác phải qua lớp bồi dưỡng quản lý lưu trú du lịch | H, R, M, F | 3(*) | ||
| – Tốt nghiệp đại học chuyên ngành du lịch, nếu tốt nghiệp đại học ngành khác phải qua lớp bồi dưỡng quản lý lưu trú du lịch | H, R, M, F | 4(*), 5(*) | ||
| – 01 năm kinh nghiệm trong nghề | H, R, M, F | 2 | ||
| – 02 năm kinh nghiệm trong nghề | H, R, M, F | 3(*), 4(*) | ||
| – 03 năm kinh nghiệm trong nghề | H, R, M, F | 5(*) | ||
| – Biết 01 ngoại ngữ thông dụng tương đương bậc 3 KNLNNVN | H, R, M, F | 3(*) | ||
| – Biết 01 ngoại ngữ thông dụng tương đương bậc 4 KNLNNVN | H, R, M, F | 4(*), 5(*) | ||
| b) Trưởng các bộ phận: | ||||
| – Tốt nghiệp sơ cấp nghề (lễ tân, buồng, bàn) trở lên hoặc có chứng chỉ nghề du lịch quốc gia; trường hợp có chứng chỉ sơ cấp nghề khác phải qua lớp bồi dưỡng nghiệp vụ | H, R, M, F | 2(*) | ||
| – Tốt nghiệp trung cấp nghề (lễ tân, buồng, bàn, bar, bếp) hoặc chứng chỉ nghề quốc gia | H, R, M, F | 3(*) | ||
| – Tốt nghiệp cao đẳng nghề (lễ tân, buồng, bàn, bar, bếp) hoặc chứng chỉ nghề quốc gia | H, R, M, F | 4(*), 5(*) | ||
| – 01 năm kinh nghiệm trong nghề | H, R, M, F | 2 | ||
| – 02 năm kinh nghiệm trong nghề | H, R, M, F | 3(*), 4(*) | ||
| – 03 năm kinh nghiệm trong nghề | H, R, M, F | 5(*) | ||
| – Sử dụng được tin học văn phòng | H, R, M, F | 2(*) | ||
| – Sử dụng tốt tin học văn phòng | H, R, M, F | 3(*), 4(*), 5(*) | ||
| Trưởng nhà hàng | ||||
| – Biết 01 ngoại ngữ thông dụng tương đương bậc 3 KNLNNVN | H, R, M, F | 3(*), 4(*) | ||
| – Biết 01 ngoại ngữ thông dụng tương đương bậc 4 KNLNNVN | H, R, M, F | 5(*) | ||
| Trưởng lễ tân | ||||
| – Biết 01 ngoại ngữ thông dụng tương đương bậc 2 KNLNNVN | H, R, M, F | 2(*) | ||
| – Biết 01 ngoại ngữ thông dụng tương đương bậc 3 KNLNNVN | H, R, M, F | 3(*) | ||
| – Biết 01 ngoại ngữ thông dụng tương đương bậc 4 KNLNNVN | H, R, M, F | 4(*), 5(*) | ||
| c) Nhân viên phục vụ | ||||
| – Qua lớp tập huấn nghiệp vụ (trừ trường hợp có văn bằng, chứng chỉ do cơ sở đào tạo có thẩm quyền cấp) | H, R, M, F | 1(*) | ||
| – 20 % có chứng chỉ nghề và 80 % qua lớp tập huấn nghiệp vụ | H, R, M, F | 2(*) | ||
| – 50 % có chứng chỉ nghề và 50 % qua lớp tập huấn nghiệp vụ | H, R, M, F | 3(*) | ||
| – 70 % có chứng chỉ nghề và 30 % qua lớp tập huấn nghiệp vụ | H, R, M, F | 4(*), 5(*) | ||
| – Nhân viên trực tiếp phục vụ khách biết 01 ngoại ngữ thông dụng tương đương bậc 2 KNLNNVN | H, R, M, F | 4(*) | ||
| – Có nhân viên trực tiếp phục vụ khách biết 01 ngoại ngữ thông dụng khác tương đương bậc 2 KNLNNVN | H, R, M, F | 4(*) | ||
| – Nhân viên trực tiếp phục vụ khách biết 01 ngoại ngữ thông dụng tương đương bậc 3 KNLNNVN | H, R, M, F | 5(*) | ||
| – Có nhân viên trực tiếp phục vụ khách biết 01 ngoại ngữ thông dụng khác tương đương bậc 3 KNLNNVN | H, R, M, F | 5(*) | ||
| – Nhân viên trực tiếp phục vụ khách sử dụng được tin học văn phòng (trừ nhân viên buồng và bàn bar) | H, R, M, F | 4(*), 5(*) | ||
| Nhân viên nhà hàng | ||||
| – Biết 01 ngoại ngữ thông dụng tương đương bậc 2 KNLNNVN | H, R, M, F | 3(*) | ||
| Nhân viên lễ tân | ||||
| – Biết 01 ngoại ngữ thông dụng tương đương bậc 1 KNLNNVN | H, R, M, F | 1 | ||
| – Biết 01 ngoại ngữ thông dụng tương đương bậc 2 KNLNNVN | H, R, M, F | 2(*) | ||
| – Biết 01 ngoại ngữ thông dụng tương đương bậc 3 KNLNNVN | H, R, M, F | 3(*), 4(*) | ||
| – Biết 01 ngoại ngữ thông dụng tương đương bậc 4 KNLNNVN | H, R, M, F | 5(*) | ||
| – Sử dụng được tin học văn phòng | H, R, M, F | 1(*), 2(*) | ||
| – Sử dụng tốt tin học văn phòng | H, R, M, F | 3(*), 4(*), 5(*) | ||
| 4.2 Sức khỏe | ||||
| – Có sức khoẻ phù hợp với yêu cầu công việc, được kiểm tra định kỳ theo quy định của pháp luật (có giấy chứng nhận của cơ quan y tế có thẩm quyền) | H, R, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| 4.3 Trang phục | ||||
| – Mặc trang phục đúng quy định của khách sạn | H, R, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| – Có phù hiệu tên trên áo | H, R, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| – Kiểu dáng đẹp, phù hợp với chức danh và vị trí công việc | H, R, M, F | 3(*), 4(*), 5(*) | ||
| – Màu sắc hài hòa, thuận tiện | H, R, M, F | 3(*), 4(*), 5(*) | ||
| – Chất liệu tốt, phù hợp với môi trường | H, R, M, F | 4(*), 5(*) | ||
| – Có phong cách riêng của khách sạn | H, R, M, F | 4(*), 5(*) | ||
| – Trang phục làm việc được khách sạn giặt là H, R, M, F | 5(*) | |||
5 Bảo vệ môi trường, vệ sinh an toàn thực phẩm và an ninh, an toàn, phòng chống cháy nổ | ||||
| 5.1 Bảo vệ môi trường | ||||
| – Thực hiện tốt các quy định về bảo vệ môi trường | H, R, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| – Phân loại rác thải hữu cơ, vô cơ tại nguồn | H, R, M, F | 2, 3, 4, 5 | ||
| – Khu vực bếp vận chuyển rác thường xuyên hoặc có kho chứa rác đảm bảo vệ sinh | H, R, M, F | 2(*), 3(*), 4(*), 5(*) | ||
| – Có biện pháp giảm thiểu tiếng ồn | H, R, M, F | 2(*), 3(*), 4(*), 5(*) | ||
| – Bố trí cán bộ kiêm nhiệm về quản lý, bảo vệ môi trường | H, R, M, F | 3(*), 4(*), 5(*) | ||
| – Bố trí cán bộ chuyên trách về quản lý, bảo vệ môi trường | H, R, M, F | 5 | ||
| – Sử dụng các vật liệu, sản phẩm, trang thiết bị thân thiện với môi trường | H, R, M, F | 3, 4, 5 | ||
| – Được cấp chứng chỉ hoặc nhãn hiệu hoặc danh hiệu về bảo vệ môi trường, phát triển bền vững | H, R, M, F | 1, 2, 3, 4, 5 | ||
| – Vệ sinh sạch sẽ tất cả các khu vực trong và ngoài khách sạn | H, R, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| – Nhà vệ sinh các khu vực đảm bảo thoát nước tốt và không có mùi hôi | H, R, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| – Có biện pháp tiết kiệm điện hiệu quả | H, R, M, F | 1, 2, 3, 4, 5 | ||
| – Sử dụng ánh sáng tự nhiên các khu vực | H, R, M, F | 1, 2, 3, 4, 5 | ||
| 5.2 Vệ sinh an toàn thực phẩm | ||||
| – Thực hiện tốt các quy định về vệ sinh an toàn thực phẩm | H, R, M, F | 2(*), 3(*), 4(*), 5(*) | ||
| 5.3 An ninh, an toàn, phòng chống cháy nổ | ||||
| – Thực hiện tốt các quy định về an ninh, an toàn, phòng chống cháy nổ | H, R, M, F | 1(*), 2(*), 3(*), 4(*), 5(*) | ||
| – Hệ thống camera khu vực công cộng (hành lang buồng ngủ, sảnh lễ tân, nhà hàng…) | H, R, M, F | 3, 4, 5 | ||
| CHÚ THÍCH: H khách sạn R khách sạn nghỉ dưỡng M khách sạn bên đườngF khách sạn nổi(*) tiêu chí phải đạt KNLNNVN Khung năng lực ngoại ngữ Việt Nam | ||||