Christian de Barrin CEO HOTREC
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Christian de Barrin CEO
HOTREC
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ABOUT THE HOTELSTARS UNION
15 members:– Austria, Belgium, Czech Republic, Denmark,
Estonia, Germany, Greece, Hungary, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Sweden, Switzerland
180 million inhabitants
30.000 classified hotels until 2014
www.hotelstars.eu
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MEMBERSHIP
★ HOTREC-membership = pre-requisite
★ only nation-wide membership,no regions
★ current official observers:France, Italy,
★ official requests from countries worldwide
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GOVERNANCE AND STRUCTURE
Managing Board (two members per country), SecretariatOne country – one voteUnanimous decisionsCommon criteria (>99%)270 harmonized criteria21 HOTREC-principlesMarketing, brand, IThigh quality standardsunder the patronage of HOTREC
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HISTORY
1994 Opposition to any harmonised system– Historical, cultural and geographical reasons
2004 - 2009change of position, adoption of common principles– Recognition of need for a harmonised system– Avoid top-down approach – do it ourselves– Work towards satisfying these needs of consumers, Tour operators and
Travel Agents as well as of the European institutions
2007 Corporation of Austria – Germany – Switzerland
Dec. 2009 Hotelstars Union under the patronage of HOTREC with 7 founding members
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7 FOUNDING MEMBERS IN 2009
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DEVELOPMENT OF HOTEL CLASSIFICATION
Jan. 2010 New hotel classification system: first implentation2011 HSU-enlargement: Estonia, Latvia, Lithuania,
Luxembourg2012 HSU-enlargement: Malta first South European country joining the common star classification2013 HSU-enlargement: Belgium, Denmark, Greece2014 Update of criteria catalogue for 2015-2019
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A RECOGNISED CLASSIFICATION SYSTEM
European institutions recognise the huge work HOTREC and its members have undertaken to harmonise hotel classification in Europe
HOTREC Members provide full support to this industry driven approach
Together with the direct involvement of the guests and consumers across Europe a classification system can be developed to satisfy real market needs
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HOW IT WORKS? FUNCTIONING AND RULES
Different types of systems in Hotelstars Union:– Mandatory (e.g. Lithuania)– Voluntary (e.g. Germany)
– Privately run (e.g. Sweden, Switzerland)– State run (e.g. Malta, Belgium, Luxembourg)
Hotelstars Union classification system replaced the existing national system
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SOME OF THE 21 COMMON PRINCIPLES
Compliance with legal requirements
Cleanliness and proper maintenance
TOs and TAs to be encouraged to use official classification
Number of stars from 1 to 5
Regular and onsite controls
Possibility for hotels to appeal against classification decision
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Official stars vs. non-official stars
Meaning of stars: what to expect in the hotel– Which infrastructure and services – An objective and verified evaluation
of the offer– Transparent comparability of the
offer across Europe under the Hotelstars Union
A brand especially for smaller hotelsOfficial objective hardware evaluation + verified subjective reviews – best solution
• Different meaning of stars
– Not known which facilities and services to expect
– Mix of objective and subjective elements in one
– Criteria not transparent
• Not always matching the official star category - confusion
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CRITERIA
Mix of mandatory and voluntary criteriaAvoiding mandatory architecture criteria
Criteria in relation to:
Rooms,Services offered, Gastronomy, Event facilities, Quality management (complaint handling, guest reviews, etc.)
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Structure of the steps in the system
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• All rooms with shower/ toilet in the room• Daily room cleaning• Expanded breakfast• A public telephone/ fax service available• Beverages available• Non-smoking area in the breakfast-room• Soap or body wash• All rooms have colour -TV• Deposit possibility
• Breakfast buffet• Bath towels• Bath essences or shower gel• Seats according to number of beds• Reading light next to the bed• Cashless payment• Hygienic articles available• Linen shelves
• Reception opened 12 hours; 24 hours within call• Luggage service• Beverages offered in rooms• Telephone in the room, internet access• Restaurant • Systematic complaint handling• Bilingual employees• Hair dryer, additional pillow on demand
• Reception opened 18 hours; 24 hours within call• Minibar or 24 hours room service• Bath robe and slippers on demand• Cosmetic mirror• Systematic client inquiry• Comfortable arm chair / couch• Laundry and ironing services• Hotel lobby, restaurant, hotel bar• Sewing service• “À la carte”-restaurant
• Reception opened 24 hours, multilingual staff, concierge• 24 hours meals and drinks with room service• Suites• Internet-PC in the room, qualified IT-support service• Reception hall, hotel bar• Mystery guesting• Personalized guest welcome with flowers and/or sweets in the room• Laundry and ironing services within 12 hours, shoe polish service• Turndown service in the evening• Luggage service
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A COMMON IDENTITY / SIGNS
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REVISION OF THE HOTEL CLASSIFICATION
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Guest needs are continously changing
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Market research 2013 new Approach
Let’s ask them directly
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REVISED CRITERIA APPLICABLE FROM 2015
five-years-term (now valid from 2010-2014)
Revision process for new criteria 2015 started in 2013
With the help of Swiss University St. Gallen
– Open online survey among European citizens– Study based on this survey
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PROCESS
Revision process focused on following aspects:– Better sleeping comfort;– Better online visibility provided by hotel websites;– Better telecommunication opportunities also in lower category hotels;– Better food and beverages availability in all types of hotels;– Keeping with the pace of time
Test classifications in several countries
New criteria to be implemented contiuosly from 1 January 2015
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MAKE YOUR OWN TEST
A free testing tool is available on www.hotelstars.eu
Check out how many stars you would get under the Hotelstars Union system!
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BENEFITS FOR CUSTOMERSGuiding stars for guests in the universe of offers
– Possibility to know which infrastructure and services to be expected from a hotel
– An objective and verified evaluation of the offer
– Comparability of the offer across Europe under the Hotelstars Union
A brand especially for smaller hotels
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For any further detailed questions, please contact the Hotelstars Union Secretariat:
Contact:Klára HájkováAHR ČRRevoluční 13, Prague [email protected] +420 773 236 890
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Thank you for your attention!