Assessor guidance notes and hospitality scores

In late November representatives of the five assessing bodies will get together to review the standard guidance notes that each of their assessment teams use when scoring properties. This exercise is essential for improving consistency in the star ratings system across the UK and ensuring that the latest changes to modernise the Standards are followed through in the scoring.

The group will spend a few days visiting guest accommodation and hotels, reviewing recent reports and scoring, and checking that the guidance notes are clear and unambiguous. One of the areas to discuss will be the increasing trend for a small percentage of guest accommodation operators to live off-site, which may result in occasions when no-one is available when guests arrive to check in.

The group will review what is expected at each star level in terms of welcome and hospitality and what back-up should be in place in case of queries outside the main check-in, breakfast and check-out times, especially if an operator is hoping to retain or gain a four- or five-star rating.

In contrast, it is now widely recognised that in small establishments, it is quite reasonable to ask guests to pre-order breakfast the night before and this should not jeopardise a four- or five-star guest accommodation rating.