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					                                         Hotel Management 




                                   124. GRADING HOTELS

Grading hotel is a kind of measurement in which the total hotel product performs in relation to a set of
customer expectations. Two questions arise at this point. Firstly, what is our core (hotel) product and
what is the total (hotel) product.

The core product is in our case:

               a room with bed(s),
               one or two chairs,
               a table and may be
               hot and cold running water.

The total product encompasses anything and everything contributing to how it is perceived by
customers, like:

           location,
           ambiance,
           cleanliness,
           décor,
           speed and friendliness of service,
           atmosphere and so on.

All hotels, boarding houses, holiday homes, tourist hotels, and paying guests’ service rooms have to be
graded according to the criteria contained within the Decree.

Hotels of four and five star category are graded by the Ministry for Internal Trade (UK), any other
accommodation, will be graded by the trade department within the respective county councils. Three
basic rules apply to the operation of the grading system.


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                                          Hotel Management 




       Grading will be done on the basis of a local visit;
       All commercial accommodation should be regarded every five years;
       Should the standard of any accommodation not fulfill the requirements of its particular category,
        it has to be immediately graded in a lower category

INFORMATION ABOUT THE CLASSIFICATION SYSTEM OF HOTELS
IN HUNGARY

(An excerpt from the official Hungarian classification low 54/2003.(VIII.29.) GKM)

Considering as commercial lodging facilities in Hungary:

        I.      Hotel (hotel with restaurant)
        II.     Spa-Hotel
        III.    Wellness Hotel
        IV.     Garni Hotel (Hotel without Restaurant)
        V.      Apartment Hotel
        VI.     Pension House
        VII.    Camping
        VIII.   Holiday-homes
        IX.     Tourist Hotel
        X.      Youth Hostel

Hotel: provides accommodation in more than 10 rooms

The hotels have to inform the guests about their respective classification by a cupper table (size 25 x 50
cm

       Hotel:                 1-5 stars
       Spa hotel:             2-5 stars „spa”
       Wellness hotel:        3-5 stars „wellness”
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                                          Hotel Management 




       Garni hotel:             3-4 stars „garni” (Hotel without restaurant services)
       Apartman hotel:          3-5 stars „apartman”

The grading of a hotel is based on meeting the following requirements within each hotel classification, of
which there are five in total:

The system is based on minimum criteria and weighting points for each category (one star – five stars).

One-Star Hotel

Basic requirement:

       Room size: 8sqm single and 12sqm double
       Safe, messages, wake-up call
       Each room or the compartment attached to it has hot and cold running water;
       There must be at least one bathroom or shower room plus two separate WCs for men and
        women on each floor - for at least every 25 beds in rooms without bath;
       Minimum 30 percent of rooms supplied with antennal plug-ins
       Room Setup: Bed size: 100x200 cm or 80x190 cm; seating convenience one per bed;
            o Nightstand, luggage-rack, bedside lamp, wardrobe, coat-hanger 4/bed, wastebasket,
       Must have a lift if the building has more then four floors;
       Should have a telephone accessible for guests on the premises;
       Must have heating (central or individual), except for hotels designed for the summer season;
       There should be 24-hour service at the reception;
       Has to be able to serve breakfast at the hotel or to direct the guest to a breakfast place very
        close by;
       Change of linen, on weekly basis, or prior to guest’s arrival
       Has to have a hotel lobby or other public room;
       Has to be able to offer luggage storing and safe depositing facilities.
       Bathrooms equipped with:

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                                        Hotel Management 




            o tub or shower,
            o washbasin, soap-dish, mirror, towel-rack or hook, or hand-drier (electronic or paper-
                 towel), coat-hangers and covered waste-basket
      If there is washbasin in the room, tooth-glass according to the number of guests
      Toilets: toilet-paper holder filled with toilet paper
      Information for clients:
            o Emergency exits, room-rates in local currency, other information
      Rooms and other adjoining locations must be cleaned on daily basis
      Additional Services: 0

Two-Star Hotel

      Room size: 80 percent of the rooms should be:
           o 12sqm or larger (single rooms), and
           o 16sqm or larger (double rooms),
           o if the room has more than two beds further 5 sqm /bed obligatory
      At least 33 percent of the rooms should have its own bathroom with WC, washbasin, tub or
       shower, in hotels built earlier than 1965 rooms should have a shower compartment and WC;
      Must have a lift if the building has more than three floors
           o (in case of a seasonal hotel more than four floors)
      On each floor - but at least for each 25 beds in rooms without bathrooms-
           o there must be at least one bathroom or shower room plus two separate WCs, one for
               men and for women;
      Minimum 50 percent of rooms supplied with antennal plug-ins
      Should have a public telephone booth in the lobby;
      There must be breakfast service in the hotel and a restaurant close by;
      Room service must be available at least for breakfast;
      There has to be at least one person for each shift in the reception area who speaks at least one
       language other than Hungarian;
      Should be able to offer additional services or conveniences minimum 25 points.

                  Budapest Business School  Tourism & Hotel Management (4)
                                          Hotel Management 




Three-Star Hotel

      Rooms at least:
            o 14sqm /single room and
            o 18sqm / double room
      At least 75 percent of the rooms should have their own bath;
      Has a lift installed in the building if it has more than three floors (in case of seasonal hotels four
       floors);
      Has room arrangements to make the formation of suites possible, with a TV set and refrigerator
       in each;
      On each floor - but at least for each 20 beds in rooms without bathrooms -there must be at least
       one bathroom or shower room plus two separate WCs, one for men and one for women;
      Possesses central heating (except for seasonal establishments);
      Should have a telephone in every room. Local and interurban direct dial possibilities;
      There should be a telephone booth in the lobby;
      Should be able to make available a radio for each guest who requests one;
      Has at least two catering units within its premises, one of the restaurant serving hotel meals;
      Should have day-time room service available in two shifts;
      Should have at least one person on duty in the reception area who speaks at least one foreign
       language;
      Should have telefax facilities accessible to customers;
      Should have a safe;
      The usual information, further sewing-kit obligatory.
      Special staff-entry and loading-bay obligatory.
      Textile and linen change:
            o bed linen: two times a week or prior to arrival;
            o Bathroom:
                      hand- and bath-towels, bath-mats every two-days
      Should be able to offer additional services or conveniences for customers (min 90 points).


                    Budapest Business School  Tourism & Hotel Management (5)
                                      Hotel Management 




Four-Star Hotel

      Minimum size of rooms:
            o 16sqm/single,
            o 24sqm /double at least in 80 % of the rooms.
      Each of its rooms has a bathroom;
      Has to have a lift if the building has more than one floor(s);
      Bed linen to changed after three says
      Laundry and valet service in 24 hours;
      Has suites and apartments after 50 rooms each, with a TV and refrigerator in each;
      Has phone in every room and either a radio or switch-on choice of music programs;
      Has to provide TV and refrigerator for every room for which one is requested;
      Has to have conference rooms and halls available for private functions;
      Should have two restaurants and at least two other catering units;
      In restaurants á la carte service, with a selection of min. 12 kinds of Hungarian wines
      Have ventilation equipment installed and maintained in the catering units;
      Should have 24-hour room service;
      Should have on every shift personnel with a knowledge of at least two foreign languages on
       duty in the reception area;
      Should have telefax facilities available for guests.
      Selling of Hungarian and international newspapers, car park and doorman service;
      Should be able to offer additional conveniences and services for guests: 130 points.

Five-Star Hotel

      Room-size: in min. 80 % of the rooms:
          o 18sqm/single,
          o 26sqm/ double,
          o 34 sqm/suite in older hotel, 40sqm in new buildings
      There is a bathroom with every room;

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       Bed linen changed in every second day
       Has program controlled elevators if the building has more than two floors;
       Has suites and apartments available on every 30 rooms;
       Elevators: separate elevator fur luggage
       There is phone, radio or choice of switch-on music programs, a TV-set and refrigerator in every
        room;
       Conference rooms and rooms for private functions are provided;
       Has two restaurants and at least three other catering units;
       Has air-conditioning in the rooms, public premises, and restaurants, bars, etc;
       Has complete room service night and day; (drinks 24 hours, meals 11-23 hours, or 24 hours
        with limited menu
       Has on every shift staff with a knowledge of at least three languages outside Hungarian on duty
        in the reception area;
       Has telefax facilities accessible to guests;
       Has a strong room safe;
       Bell-service : 24 hours
       Own car park and garage-area
       Offers additional conveniences and services for guests: 170 points.
             o Hotel services defined as: laundry, ironing, shoe cleaning, luggage transport, safe
                 deposit, exchange facility, airline, rail and bus ticket facility, theatre tickets, hostess
                 service, porterage facility, garage/car parking, car valet service, car repair service, car
                 wash, hairdresser, flower shop, souvenir shop, rent-a-car facility, swimming pool,
                 sauna, function room, meeting rooms, newspapers, telex, fax, television, refrigerator,
                 mini bar, children's bed and hire of sport equipment. (see detailed at the end)

A (British) Hotel Inspector’s checklist: (the 10 key points of a hotel)

                        External appearance of building, followed by appearance of staff. Efficiency of
                         reception, friendliness of welcome, taking into account telephone manner when
                         making a booking.

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                        General security. Does the key card work?
                        Decent-sized and comfortable bed with good-quality bedding.
                        High standard of maintenance and cleanliness. Has the room been properly
                         serviced? There should be no odors such as tobacco smoke, no peeling paint,
                         nor stains on furniture and carpets.
                        Bed amenities should be in good working order, although lack of amenities not
                         detrimentally affects a hotel’s grading; is there sufficient furniture for the
                         number of occupants – often there is too much rather than too little.
                        Good lighting, curtains that keep out the daylight.
                        Spotless bathrooms with a good range of toiletries and decent shower
                         attachment and good ventilation; hot water at all times.
                        Efficient room service and general all-round standards of service. (The office
                         often telephones inspectors to see whether messages get through)
                        No extraneous noises, from plumbing, adjoining rooms, extractor fans and so
                         on.
                        Well cooked breakfast served until late if necessary by smiling staff.

Negative indicators:

              Building not yet complete, drab exterior, peeling paintwork, damp patches
              Unkempt flowerbeds or window boxes; dead flowers/plants
              Absence of staff, or staff smoking/gossiping
              Dirty ashtrays, un-emptied bins; Finger marks on glass in revolving door entrance
              Tour group’s luggage in foyer
              Loud music in foyer

Additional conveniences:

          Services                                                                   Points
          Skeet ( or clay pigeon target-)shooting                                      10
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Souvenir-Shop                                                            5
Animation                                                                10
Table-tennis                                                             2
Rent-a-Car Service                                                       5
Banquet- and Meeting-Opportunities; up to
- 100sqm                                                                 5
- 250sqm                                                                 10
- 500sqm                                                                 15
- 500sqm                                                                 20
If banquet- and Meeting Rooms are air-conditioned, - additionally/room   +5
Baby-cot or crib (child’s bed), high or baby’s chair                     2
Billiard/Rex                                                             3
Bowling                                                                  15
Business Center                                                          20
Boutique                                                                 5
Casino                                                                   20
Diet-kitchen                                                             5
Discotheque                                                              5
Executive Floor                                                          10
Night Club (no access from the street)                                   15
Photocopying                                                             2
Film- or Slide-projector                                                 2
Pay-TV                                                                   5
Flipchart                                                                2
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                             Hotel Management 




Hairdresser                                                        5
Garage                                                             20
Garage-Service                                                     5
Go-kart Grounds                                                    10
Golf Course
- 18 holes                                                         30
- less than 18 holes                                               10
Baby-sitting                                                       5
Children’s Menu                                                    2
Medical Center                                                     30
Port                                                               20
Room for Meeting Organizers                                        5
Internet-access in 50 % of rooms                                   5
Internet in the hotel                                              3
Overhead-projector                                                 2
Writing-machine                                                    2
Play-automats                                                      2
Game-room                                                          5
Play-ground                                                        5
Ice-rink (Skating Rink)                                            15
Camera                                                             2
Rent-a- Bike                                                       5
Fitness-room (min. 4 machines)                                     5
Beauty-Salon                                                        5
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                                 Hotel Management 




Library                                                             5
Cable-railway or Rope-Way (water also)                             20
Delivering cultural and tourism information                         2
LCD-panel                                                           4
Air-gun shooting ground                                            10
Air-conditioning in min. 50 % of the rooms                         20
Riding-ground                                                       5
Riding hall with horses                                            15
Massage                                                             5
Magnet-board                                                        2
Magnet-card locking system                                          5
Microphone                                                          2
Minigolf                                                            5
Mobile Telephone                                                    2
Laundry                                                             5
Handicapped room (minimum 2), Access-possibility                    5
Satellite TV over 3 channels                                        2
Non-smoking room                                                    2
Non-smoking floor                                                   3
Doctor in the hotel (dentist, etc.)                                 5
Guarded parking                                                    10
Park/Garden                                                         5
Exchange Office                                                     5
Resting place with deck-chairs                                      20
       Budapest Business School  Tourism & Hotel Management (11)
                                Hotel Management 




Ski lift                                                                   20
Renting Sport Articles
- Water-sport                                                              5
- Winter-sport                                                             5
Trainer (Coach) by kind of sport                                           +5
Squash-room                                                                15
Strand (own)                                                               20
Beach Volley-Ball                                                          5
Sauna                                                                      5
Computer                                                                   2
Computer-access (in the 50 % of rooms, at least)                           5
Beauty-farm                                                                10
Color-TV                                                                   2
Room-butler (in 25% of rooms, at least)                                    2
Solarium                                                                   5
Pulpit                                                                     2
Bowling                                                                    15
Telefax                                                                    2
Telephone, besides the normal room telephone-set (in 50% of the rooms,
at least) one extra set by room                                            +5
Telephone Directory                                                        2
Tennis Court (not considering the number of courts)
- indoor                                                                   30
- outdoor                                                                  15
            Budapest Business School  Tourism & Hotel Management (12)
                                       Hotel Management 




           Nature therapeutist                                                    5
           TV-Room                                                                5
           Badminton-Court                                                        5
           Transfer Service                                                       5
           Swimming-Pool
           - indoor                                                               30
           - outdoor                                                              25
           Dry-Cleaning                                                           5
           Screen                                                                 2
           Video-equipment                                                        2
           Noise-isolated windows                                                 5




                                     One       Two         Three        Four       Five*
Room Size sqm single                   8        12           14           16         18
Room Size sqm double                  12        16           18           24         26
Suites                                --        --            --       50rms       30rms
Hot &cold running water              Yes       Yes          Yes         Yes         Yes
Bathroom on beds                      25        25           20            -          -
Assessment points                      -        25           90          130        170
Restaurant/ catering unit              -       Bfast          2          2+2        2+3
Bed linen change                    Weekly    Weekly      2 times      3rd day    2nd day
Room Service                           -       Bfast     Rest open    24hours     24hours




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