Hotel Rating Malaysia 2 20140109 PDF

INDEX
MINIMUM REQUIREMENTS FOR STAR RATING OF TOURIST

ACCOMMODATION PREMISES
1.
QUALITATIVE AND AESTHETIC REQUIREMENTS
2.
2.1

2.2
2.3
2.4
2.5
2.6
2.7
2.8

2.9
2.10
2.11
2.12
2.13
2.14
COMMON AREAS
Reception Area (hall, lounge, lobby,
main entrance, facilities for the disable (OKU))
Bar
Fine Dining Room / Restaurant / Breakfast Room
Banquet / Conference Hall
Restaurants
Outdoor Area / Indoor Area
Entertainment / Recreation / Sports
Sanitary Installation for Common Areas
2.8.1 Public Toilets for the Disabled (OKU)
Dustbins
Thermal Conditions for Common Areas
Public Telephone
Lifts
Corridors
Corridors Precautions
5 - 12
3.
3.1
3.2
3.3
3.4
3.5
3.6
3.7
3.8
3.9
3.10
3.11
3.12
3.13
3.14
3.15
3.16
3.17
3.18
BEDROOM REQUIREMENTS
Minimum Size of Bedrooms
Bedroom Furniture and Fittings
Electrical Equipment
Bedroom Windows
Bedroom Doors
Thermal Conditions in Bedrooms, Ventilation
Ventilation in Rooms
Bedrooms Communication System
Audio - Visual Installations in All Categories
Drinking Water in Bedrooms
Information Materials in Bedrooms
Stationery in Bedrooms
Sound - Proofing for Bedrooms
Suite
Sanitary Installation for Bedrooms
Water Hose
Bed Linens, Towels
Room for the Disabled (OKU)
12 - 18
4.
4.1
4.2

4.3
4.4
4.5
4.6
SERVICES
Food and Beverage Services
Front Desk Service
4.2.1 Safety Deposit Box
4.2.2 Left-Luggage Facilities
4.2.3 Foreign Exchange
4.2.4 Business Centre
4.2.5 Internet Access Services
4.2.6 Credit Card Facilities
4.2.7 Tourism Service
Shopping Arcade
Laundry & Valet Service
Medical Service
First Aid Facilities
19 - 23
5.
5.1
5.2
5.3
5.4
5.5
5.6
5.7
SAFETY STANDARDS AND HYGIENE

Fire, Electricity and Other Safety Facilities, Security
Emergency Power Supply
Kitchen
Separate Compartment
Food Protection
Refuse
Insect and Vermin Protection
24 - 25
6.
6.1
6.2
6.3

6.4
6.5
6.6

6.7
6.8
STAFF
Number of Staff
Employment
Qualification of The Staff
6.3.1 General Qualification
6.3.2 Language
6.3.3 Mode of Greeting
Staff Uniform
Medical Examination
Staff Facilities
6.6.1 Sanitary Installations
6.6.2 Rest Area & Changing Rooms
6.6.3 Staff Canteen
Surau
Staff Training (HRDF)
26 - 27
7.
MANAGEMENT
27
8.
MINIMUM ROOM RATES
27
MINIMUM REQUIREMENT FOR

STAR RATING OF HOTEL
(Kelayakan Minimum Untuk Taraf Bintang Hotel)
MINIMUM REQUIREMENTS FOR STAR RATING OF HOTEL

Star
Marks
5
4
3
2
1
9 -10
7-8
56
34
12

NO.
CRITERIA
NO. OF
QUESTIONS
MAX. POINTS
WEIGHTAGE %
CALCULATING
FORMULA
1.
Qualitative and Aesthetic Requirement
20
10%
(____ x 10) =
20
2.
Common Areas
15
150
20%
(____ x 20) =
150
3.
Bedroom Requirement
18
180
20%
(____ x 20) =
180
4.
Services
13
130
25%
(____ x 25) =
130
5.
Safety Standard and Hygiene
80
10%
(____ x 10) =
80
6.
Staff
12
120
15%
(____ x 15) =
120
TOTAL :
100

NO.
CRITERIA
1.
QUALITATIVE AND AESTHETIC REQUIREMENTS

(The function and aesthetic are based on
all equipment i.e. furniture, soft furnishing,
decoration and bathroom, sanitary ware and
fitting)
ONE-STAR
TWO-STAR
Safe, functional.
Safe, functional,
Standard quality
good quality and
and well maintained well maintained
NOTE: Safe refers to all the legal requirements

for safety e.g. Certificate of Fitness.
Function: Use of space, seating, capability,
traffic flow, operational needs.
Colour: Reflection and use of lights,
colour scheme and combination
Aesthetic: Style character emphasis
(design feature)
THREE-STAR
FOUR-STAR
FIVE-STAR
Safe functional,
very good
quality and well
maintained and of
good taste
Safe, functional,
excellent quality
and taste and well
maintained
Safe, functional,
highest quality
and taste and well
maintained
Local and
appropriate
decoration in
common areas
Local appropriate
decoration in
common areas
Local appropriate
decoration in
common areas
Local decoration in
bedrooms
Local decoration
in bedrooms
Ambience: To create an aesthetically

pleasing environment and
condition which encourage
a suitable atmosphere
complementary to style of service
The use of local and environmentally friendly products for hotel operations e.g. Handicraft
*Green Hotel: Hotels using energy and other resources in environmentally responsible ways

NO.
2.
CRITERIA
COMMON AREAS
2.1 RECEPTION AREA
(hall, lounge, lobby, main entrance,
facilities for the disabled (OKU))
ONE-STAR
TWO-STAR
1.Reception are
with sitting facilities
for at least 2
persons
1.Reception are
with sitting
facilities for at
least 2 persons
2. Facilities for the

disabled
2. Facilities for the

disabled
THREE-STAR
1. Well appointed
reception
hall/ lounge,
commensurate
to the size of
hotel.
FOUR-STAR
1. Well appointed
& well
decorated
spacious
lobby/ lounge,
commensurate
to the size of
hotel with sitting
facilities.
2. Suitable main
entrance with
special
2. Suitable main
provisions for the
entrance with
disabled.
special provision
for the disabled.
FIVE-STAR
1. Well appointed
& well
decorated
spacious lobby/
lounge reading
and writing area,
commensurate
to the size of
hotel.
2. Having a
suitable main
entrance with
special
provisions for the
disabled.
Green/ Environment Awareness Message - Posters/ pamphlets on environmental awareness to be

displayed
Smoking area(s) to be made available
2.2 BAR
Not compulsory
Not compulsory
Wherever
permissible by law,
there should be a
bar.
Wherever
permissible by law,
there should be a
separate bar with
an atmosphere of
comfort.
Wherever
permissible by
law, there should
be an elegant
separate bar with
an atmosphere of
comfort and luxury

NO.
CRITERIA
2.3 FINE DINING ROOM / RESTAURANT /
BREAKFAST ROOM
ONE-STAR
Not compulsory
TWO-STAR
Not compulsory
THREE-STAR
FOUR-STAR
Clean, well
1. Clean, well
equipped and
equipped and well
well maintained
maintained dining
dining room/
room/ restaurant,
restaurant;
size in proportion
to hotel capacity
2. Breakfast, lunch
serving breakfast,
& dinner served
lunch and dinner.
with varied choice
of beverages;
3. High standard of
local decoration,
furniture and
service;
4. Good quality of
F&B Linen
- napkin
- table cloth *
- table skirting
- green felt (if
there are recycled
materials, evaluator
will consider giving
better marks
5. F&B Items
- glass ware
- cutlery/flatware
- table seating
- China ware
FIVE-STAR
1. Dining room/
restaurant with
capacity to serve all
hotel guests as and
when required;
2. Specialty restaurant
& private dining
rooms available;
3. Excellent standard
with regards to
cuisine (quality and
variety) choice of
wines & other
beverages, decor,
furniture & service;
4. F&B Linen
- napkin
- table cloth *
- table skirting
- green felt;
(if there are
recycled materials,
evaluator will
consider giving
better marks)
5. F&B Items
- glass ware
- cutlery/ flatware
- table seating
- China ware
*Recyclable material placemat (of suitable quality of material) where possible

NO.
CRITERIA
2.4
BANQUET / CONFERENCE HALL
ONE-STAR
TWO-STAR
THREE-STAR
FOUR-STAR
Not compulsory
Not compulsory
Meeting rooms
facility available
for at least 20
people. Prayer
room available
Banquet/
conference hall
with adequate
conference
facilities and
services. Prayer
room available.
2.5 RESTAURANTS
All Categories:
2.6 OUTDOOR AREA / INDOOR AREA
Not compulsory
FIVE-STAR
Banquet/
conference hall
with complete
conference
facilities of
international
standards. Prayer
room available.
- Restaurants serving halal and non-halal food separate kitchen, storage facilities,
washing facilities, utensils and equipments.
- Subject to JAKIMs requirement / Department of Health or Hygiene
Not compulsory
At least a well
appointed
relaxation area for
hotel guests
A common outdoor
area or a spacious
common terrace
to create an
atmosphere of
comfort.
A common
outdoor area
such as garden, a
roof garden or a
spacious common
terrace to create
an atmosphere of
comfort.
*Hoteliers are encouraged to implement Gray Water Policy

- Recycling waste water from the kitchen, bathrooms sinks and showers/tubs, laundry sinks and tubs, and
washing machines (clothes and dish) where only non-polluting, biodegradable soaps are used.
- Use recycle water to water gardens and landscapes.

NO.
CRITERIA
2.7 ENTERTAINMENT / RECREATION /
SPORTS
ONE-STAR
TWO-STAR
At least a Radio/ TV in common areas
THREE-STAR
Music and TV
made available
and a corner for
indoor games
facilities.
FOUR-STAR
FIVE-STAR
1. Swimming pool for

adult & children.
1. Swimming pool for

adult & children.
2. Swimming pool
is attended by
qualified life
guard for pools
(more than 4.5 ft)
and pool
attendant for
shallow pool.
2. Swimming pool is
attended by
qualified life guard
for pools (more
than 4.5 ft) and
pool attendant for
shallow pool.
3. Recreation
health club
gymnasium/
sauna and
facilities (outdoor
and indoor)
3. Recreation
health club
gymnasium / sauna
and facilities
(outdoor and
indoor).
4. Creation
4. Creation of
of activities in
activities in
promoting culture
promoting culture
and traditional
and traditional
performance and
local ways
performances and
of life are to be
local ways of life
encouraged
are to be
encouraged
5. Local artists are to
be given priority
5. Local artists are to
to perform in the
be given priority to
hotel
perform in the hotel
Encourage the practice of noise control program

NO.
CRITERIA
2.8 SANITARY INSTALLATION FOR COMMON
AREAS
ONE-STAR
TWO-STAR
THREE-STAR
1. Public toilets (separate for ladies & gentlemen) for guests

near common areas.
2. Should be clean & in good running order, have washing
facilities with water saving technique
FOUR-STAR
FIVE-STAR
1. Public toilets (separate for ladies &

gentlemen) for guests near common
areas.
3. The use of press (water-saving) water hose
2. Should be clean & in good running

order, have washing facilities with
water saving technique
4. Sufficient supply of toilet paper (made from recycled

material), clean towels and hot air drier.
3. The use of press (water-saving) water

hose
5. Public toilets should be labeled according to gender
4. Sufficient supply of toilet paper (made

from recycled material), clean towels
and automatic hot air drier.
5. Advisable to use bio-degradable
Liquid dispenser shampoo
6. Sanitary paper towel disposal facility.
7. Public Toilets to be labeled.
2.8.1 Public toilets for the Disabled (OKU)
All Categories: Public toilets for the disabled should be provided.

NO.
CRITERIA
2.9 DUSTBINS
ONE-STAR
TWO-STAR
THREE-STAR
FOUR-STAR
FIVE-STAR
All Categories:
1. No dry liquid refuse or filth of any sort shall be permitted to be deposited in any part of
the hotel except in approved pattern dustbins provided for that purpose.
2. Adequate number of bins with lids to be provided.
3. All bins to be lined with plastic bags before dumping refuse into them.
4. All bins to be placed at suitable area so as to prevent contamination to foodstuff.
5. Bins used for food waste to be covered and placed at suitable location.
6. Use of separate waste bins ( Brown/ Blue/ Orange) with labels for recycling purpose
(Glass/ Paper/ Plastic/ Aluminium)
2.10 THERMAL CONDITIONS FOR

COMMON AREAS
Fan(s) for the

ventilation in
public rooms.
Fan(s) for the

ventilation in
public rooms.
1.Air condition
guaranteeing
thermal comfort
in public rooms
depending
on location and
situation.
1. Central
air condition
guaranteeing
thermal comfort
depending
on location and
situation.
1. Central air
condition
guaranteeing
thermal comfort
depending on
location and
situation.
Sufficient telephone
facilities /Card
Phone / equivalent
for guests use
located at the
reception area and/
or nearby.
Sufficient telephone
facilities/ Card Phone
/ equivalent for guests
use located at the
reception area and/or
nearby.
Regular monitoring and maintenance to ensure the air quality

2.11 PUBLIC TELEPHONE
At least one telephone facility for

guests use located at the common
areas /reception area and/or nearby.
At least two
telephone
facilities/
equivalent for
guests use located
at the reception
at the lobby or
nearby.
10

NO.
CRITERIA
2.12 LIFTS
ONE-STAR
Lifts are to be
provided for rooms
situated five floors or
60ft and above.
TWO-STAR
THREE-STAR
Lifts are to be
1. Lifts are
provided for rooms
provided
situated five floors
where there
or 60ft and above.
are more than
five floors or 60ft,
including
ground and
basement if
public facilities
are located in
the latter.
2. Lift capacity in
proportion
to the room
capacity.
FOUR-STAR
FIVE-STAR
1. Lifts are provided 1. Lifts are provided

where there
where there
are more than
are more than
five floors or 60ft, five floors or 60ft,
including ground
including ground
and basement
and basement
if public facilities
if public facilities
are located in the
are located in
latter.
the latter.
2. Lift capacity in
proportion to the
room capacity.
2. Lift capacity in
proportion to the
room capacity.
3. Separate service
lift.
3. Separate lift for

staff, service
and Luggage.
4. Encourage
to have Smart
Elevators/Lift
(Energy- Saving)
2.13 CORRIDORS
All Categories: Corridors or other spaces outside guest room should be covered with noise absorbing
material and material used should be of fire-proof/ should have a fire retardant
treatment.
11

NO.
3.
CRITERIA
ONE-STAR
TWO-STAR
THREE-STAR
FOUR-STAR
FIVE-STAR
2.14 CORRIDORS PRECAUTIONS
All Categories: 1. Corridors heading to guest rooms should be illuminated 24 hours and should be wide
enough for emergency situations. Materials used should be of fire-proof/should have
a fire retardant treatment.
2. Fire safety requirements to be adhered to.
3. Equipped with communication system/overriding paging system.
BEDROOM REQUIREMENTS
Single
Double
Single
Double
Single
Double
Single
3.1 MINIMUM SIZE OF BEDROOMS
8 sq m
2.5M
10 sq m
2.5M
8 sq m
2.5M
10 sq m
2.5M
10 sq m
2.5M
12 sq m
2.5M
12 sq m
2.5M
Minimum standard requirement:
Double
14 sq m
2.5M
Single
Double
13 sq m
2.5M
16 sq m
2.5M
a. Size
: 8sq m
b. Height : 2.5m
(excluding bathroom and balcony)
12

NO.
CRITERIA
3.2 BEDROOM FURNITURE AND FITTINGS
ONE-STAR
TWO-STAR
THREE-STAR
FOUR-STAR
FIVE-STAR
1. Beds with clean linen, blankets, clean pillows and mattresses; (to be changed upon request for
the same guest(s)
2. Curtains;
2. Curtains;
2. Curtains;
3. Night table;
3. Night table;
3. One Night table;
4. Writing table;
4. Writing table;
4. One table;
5. Cupboard/ ward robe with hangers

and shelves (or drawers);
5. One chair and

one arm chair
per room;
5. One chair and one armchair per

room;
6. Mirrors;
7. Waste basket
8. Encourage to provide a special
Waste Bag with different colors or
different labels for recycling purposes
and separate waste bins with labels for
recycling purposes
6. Cupboard/
wardrobe
with hangers
and shelves (or
drawers);
7. Mirrors;
8. Waste Basket
6. Cupboard/ wardrobe with hangers

and shelves (or drawers);
7. Mirrors;
8. Waste Basket
9. Encourage to provide a special Waste
Bag with different colors or different
labels for recycling purposes.
9. Encourage to
provide a
special Waste
Bag with
different colors
or different
labels for
recycling
purposes.
13

NO.
CRITERIA
ONE-STAR
TWO-STAR
THREE-STAR
10. Luggage rack;
FOUR-STAR
FIVE-STAR
10. Luggage rack;
11. Fridge (Local

11. Fridge (Local brand product/ food and
brand products
beverages) to be made available;
/ food and
beverages)
12. Extra bed upon request;
to be made
available
13. Hair dryer upon request;
12. All bedrooms
furnishings to
be of good
quality, and
taste and well
maintained.
14. All bedroom furnishings to be of excellent

quality and taste perfectly maintained;
Encourage use of the elements of Malaysian batik and local decorations.

KIBLAT SIGN IN BEDROOMS
All Categories: Kiblat Sign to be displayed clearly on the ceiling of every room
Ashtray- upon request in designated smoking room / area only
14

NO.
CRITERIA
3.3 ELECTRICAL EQUIPMENT
ONE-STAR
TWO-STAR
At least one
1. Electric socket
electric socket with
with indication
indication of voltage
of voltage in
in each room
each room.
THREE-STAR
1. Electric socket
with indication
of voltage in
each room.
2. Independent
2. Independent
light for ceiling
light for ceiling
(in room without
& bedside
private
reading light for
bathroom) &
each guest
bedside reading
light for each
3. Reading lamp
guest.
beside one
armchair and
beside table.
4. Electronic door
Key System to
be provided in
every room
FOUR-STAR
FIVE-STAR
1. Electric socket
with indication
of voltage in
each room.
1. Electric socket
with indication
of voltage in
each room.
2. Independent
light for ceiling
& bedside
reading light for
each guest.
2. Independent
light for ceiling
& bedside
reading light for
each guest.
3. Reading lamp
beside one
armchair and
beside table.
3. Good lighting
beside an
armchair and
besides writing
table/dressing
table.
4. Electronic door
Key System to be
provided in every 4. Electronic door
room
Key System to be
provided in
every room
Use energy- saving equipments or appliances

3.4 BEDROOM WINDOWS
All Categories : To adhere to building code set by the appropriate authority for equipment /
appliance
3.5. BEDROOM DOORS
All Categories :
Should have :-
(i) Lockable doors with key and latch/double locked from inside as additional security;
(ii) Each room must be numbered or otherwise marked for easy identification;
(iii) Must indicate the position of the room in relation to the hotel
(iv) Materials used should be fire resistant (minimum hr).
15

NO.
CRITERIA
3.6 THERMAL CONDITIONS IN
BEDROOMS, VENTILATION
ONE-STAR
TWO-STAR
Fan(s) for
ventilation in all
rooms
Fan(s) for
ventilation in all
rooms
THREE-STAR
FOUR-STAR
1. Air condition
1. Air conditioning
system in
guaranteeing
all bedrooms
thermal comfort
guaranteeing
in all bedrooms
thermal comfort,
& designed so
depending on
that the guests
location &
can regulate the
situation
room
temperature in
each room.
FIVE-STAR
1. Air conditioning
guaranteeing
thermal comfort
in all bedrooms &
designed so
that the guests
can regulate the
room temperature
in each room.
Regular monitoring and maintenance of air conditioning system to ensure the quality of air
3.7 VENTILATION IN ROOMS
3.8 BEDROOMS COMMUNICATION
SYSTEM
All Categories: Each room shall be capable of being naturally ventilated by means which can be
controlled by the room occupants.
Communication
system to be
provided in every
room.
Communication
system to be
provided in every
room.
Communication
system to be
provided in every
room.
Telephone with IDD

Telephone with IDD
facilities is made
facilities is made
available in all rooms available in all rooms.
16
NO.
CRITERIA
3.9 AUDIO - VISUAL INSTALLATIONS IN All

CATEGORIES :
BEDROOMS
3.10 DRINKING WATER IN BEDROOMS

3.11 INFORMATION MATERIALS IN BEDROOMS
ONE-STAR
TWO-STAR
Radio, TV and central music system in

each bedroom which can be controlled
by the guest.
THREE-STAR
Radio, TV and
central music
system in each
bedroom
which can be
controlled by
the guest.
FOUR-STAR
1. Radio in each
bedroom which
can be
controlled by the
guest.
FIVE-STAR
1. Radio in each
bedroom which
can be
controlled by
the guest
2. Satellite TV with 2. Satellite TV with

min. of 6
min. of 4
channels:channels:i) children
i) children
programme;
programme;
ii) Sports
i) Sports
programme;
programme;
iii) min. 2 news
iii) min. 2 news
programme
programme
iv) movie
iv) movie channel
channel
3. Internet
3. Internet
Broadband
Broadband
Services (all floors
Services (all
to be provided)
floors to be
provided)
Water dispenser provided on each floor Drinking water and glasses provided in each bedroom.
All Categories : 1. Room tariffs, and other services provided by hotel shall be prominently displayed in
each room;
2. Information on fire exit guidelines, emergency, house rules for guests, meal hours and
charges are to be displayed where applicable
3.12 STATIONERY IN BEDROOMS
Not compulsory
Not compulsory
3.13. SOUND - PROOFING FOR BEDROOMS
All Categories : To adhere to the local authority standard
3.14 SUITE
Not compulsory
Not compulsory
1. Writing materials to be provided (use of recycled

materials)
Not compulsory
Adequate number
of rooms that can
be connected and
thus converted
into a suite (with
bedroom, sitting
room, private
dining room, etc).
Adequate number
of rooms that can
be connected and
thus converted
into a suite (with
bedroom, sitting
room, private dining
room, etc).
17

NO.
CRITERIA
3.15 SANITARY INSTALLATION FOR
BEDROOMS
ONE-STAR
TWO-STAR
1. All rooms to have running water

(24 hrs) with washbasin;
2. At least one common bathroom
and toilet for every six rooms without
private bathroom / hotel;
3. Two toilets (one for ladies and one
for gentlemen) to be provided on
every floor;
4. The bathroom / toilet for lades &
gentlemen clearly labeled.
THREE-STAR
FOUR-STAR
1. All rooms with

complete
private
bathrooms
(washbasin,
shower and
bath and toilet);
1. All rooms
with complete
private
bathrooms
(washbasin,
shower and bath
and toilet);
2. Bathtub with
showerhead
/ shower and
running hot and
cold water.
Rooms should
have a dry and
wet bathroom
area.
2. Bathtub with
showerhead
/shower and
running hot and
cold water. All
rooms should
have a dry and
wet bathroom
area;
3. Bathroom fitting to
be of good quality
FIVE-STAR
1. All rooms
with complete
private bathrooms
(washbasin, shower
and bath and
toilet);
2. Bathtub with
showerhead /
shower and running
hot and cold water.
All rooms should
have a dry and wet
bathroom area;
3. Bathroom fitting to
be of highest
quality.
3.16 WATER HOSE
All Categories: Water hose/bidet or other alternatives (ladle) to be provided for ablutions.
Used of water saving technique e.g. sensor water hose / press water hose
3.17 BED LINENS, TOWELS
1. Bed linen and towels should be changed for each new guest;
(Encourage the practice of Sheet and Towel Reuse Programme)
3.18 ROOM FOR THE DISABLED (OKU)
All Categories: At least one room with facilities for the disabled (e.g. Lower bed, shelf, table, ramps, etc) to
be provided In accordance to OKU Act 2007
18

NO.
4.
CRITERIA
SERVICES
4.1 FOOD AND BEVERAGE SERVICE
ONE-STAR
1. Where there
are no restaurants
available a
breakfast room is
to be provided;
2. Room service is
not mandatory
TWO-STAR
1. Where there
are no
restaurants
available a
breakfast room
is to be
provided;
2. Room service is
not mandatory
THREE-STAR
FOUR-STAR
1. Where
there are
no
restaurants
available
a breakfast
room is to be
provided;
1. Breakfast served
in rooms and
in dining room/
restaurant;
1. Breakfast served
in rooms and
in dining room/
restaurant;
2. Local Brand
Food &
beverages
service to be
provided;
2. Local Brand
Food &
beverages
service to be
provided;
3. Restaurants/
coffee
house offering
food of local &
international
fare to be made
available;
3. 24-hours room
service must be
provided;
2. Local
Brand Food
& Beverages
service is
provided;
3. Room
service to be
provided.
4. Room service to
be provided
FIVE-STAR
4. At least one
outlet to operate
minimum of 18
hours;
5. Restaurants/
coffee house
offering food of
local &
international
fare to be made
available;
6. Quality crockery,
cutlery and
glassware to be
used.
Local fruits / organic food products to be made available
19

NO.
CRITERIA
4.2 FRONT DESK SERVICES
ONE-STAR
Front desk service
available.
TWO-STAR
Front desk service
available.
THREE-STAR
1. Reception area
with 24 hrs. front
desk service;
FOUR-STAR
1. Reception area
with 24 hrs. front
desk service;
2. Paging, valet & 2. Paging, valet &

luggage service
luggage service
available ;
available ;
3. Messages
delivered to
hotel guests;
3. Messages
delivered to hotel
guests;
4. Encourage
Transportation
arrangements
Shuttle
Services using
NGV
4. Encourage
Transportation
arrangements
Shuttle Services
using NGV
5. Front office staff
to be proficient in
at least the
English language.
FIVE-STAR
1. Reception area
with 24 hrs. front
desk service;
2. Paging, valet &
luggage service
available ;
3. Messages delivered
to hotel guests;
4. Encourage
Transportation
arrangements
Shuttle Services
using NGV
5. Front office staff
to be proficient
in at least English
as an International
language;
6. Limousine service is
made available;
7. Hotels international
procedures might
specify that the
bellboy
accompanies
the guest to his /
her room.
20

NO.
CRITERIA
4.2.1 Safety Deposit Box
ONE-STAR
TWO-STAR
THREE-STAR
Not compulsory
Provided at
reception/ front
office
1. Provided at
reception /
Front office.
2. Guests have
private
access to
boxes, like in
a bank.
FOUR-STAR
FIVE-STAR
1. Individual safety
deposit system
Provided at the
reception/ front
office
1. Individual safety
deposit system
Provided at the
reception/ front
office
2. Should provide
Individual safety
deposit box/
system in room
2. Should provide
Individual safety
deposit box/
system in rooms
4.2.2 Left-Luggage Facilities
Not compulsory
Not compulsory
Left-luggage
facilities
provided.
Left-luggage
facilities in
designated room.
Left-luggage
facilities in
designated
room with proper
luggage service
provided.
4.2.3 Foreign Exchange
Not compulsory
Not compulsory
Money
exchange
service
provided.
Money exchange
service provided.
Exchange of at
least 5 major
foreign currencies.
Money exchange
service provided.
Exchange of all
major foreign
currencies.
4.2.4 Business Centre
Not compulsory
Not compulsory
Secretarial
Secretarial services
services
provided in a
common office.
provided in a
common office.
4.2.5 Internet Access Services
Secretarial services
provided in a
private office.
Not compulsory
21

NO.
CRITERIA
4.2.6 Credit Card Facilities
ONE-STAR
Not compulsory
TWO-STAR
Not compulsory
THREE-STAR
FOUR-STAR
Credit card
facilities available
acceptance of
at least 5 major
international
Credit/Charge
Cards.
Credit Card facilities

available:
FIVE-STAR
Credit Card facilities
available:
i) Acceptance of
i) Acceptance of all
major international
major international
Credit/Charge
Credit/Charge
Cards.
Cards.
ii) Guaranteed
ii) Guaranteed
Reservation.
Reservation.
iii) Express Checkiii) Express Check-Out
Out and Express
and Express CheckCheck-In for VIP
In for VIP guest.
guest.
4.2.7 Tourism Service
A rack for
brochures
provided.
A rack for
brochures and
contact with
tour operators
provided.
Information service
concerning
transport, hotel,
excursions &
entertainment
available.
Information service
concerning
transport, hotel,
excursions &
entertainment plus
tourism service
(travel tours, hotel
booking etc)
provided and has
concierge service.
Information service
concerning transport,
hotel, excursions &
entertainment plus
tourism service (travel
tours, hotel booking
etc) provided and has
concierge service.
4.3 SHOPPING ARCADE
Not compulsory
Not compulsory
Convenience
shop.
Convenience shop.
1. Convenience Shop.
2. A hairdressing &
beauty salon are
available within the
hotel premises.
22

NO.
CRITERIA
4.4
LAUNDRY & VALET SERVICE
ONE-STAR
TWO-STAR
Not Compulsory
Laundry Service
Provided
THREE-STAR
Laundry Service
Provided
FOUR-STAR
FIVE-STAR
1. Laundry same
day service
provided;
1. Laundry same
day service
provided;
2. Valet service
available.
2. Valet service
available
Discourage use of harsh or harmful-to-people chemicals or cleaning styles - that includes not using
perfumed or scented laundry supplies, carpet cleaners, cleaning supplies, or air fresheners)
4.5
MEDICAL SERVICE
All Categories : Medical Practitioner available on call.
4.6
FIRST AID FACILITIES
All Categories : Provision of first aid box at front office and kitchen containing medicine, ointment,
bandages etc. (to be replenished , to observe the expiry date of the content and
should be checked from time to time)
23

NO.
5
CRITERIA
ONE-STAR
TWO-STAR
THREE-STAR
FOUR-STAR
FIVE-STAR
SAFETY STANDARDS AND HYGIENE
1. Fire Fighting facilities and guidelines must be established & clearly indicated:
5.1 FIRE, ELECTRICITY AND OTHER

SAFETY FACILITIES, SECURITY
Mimic diagram of the escape route to be displayed at the lobby and the rooms.
Exit sign lighting at stairways and other areas.
Emergency lighting at corridors, lobby and stairways
Control room at main entrance
Liquid Petroleum Gas (LPG) piping and fitting.
2. Adequate fire-fighting equipment (any of these)
Sprinkler / detector
Wet riser/dry riser with hose and nozzle
Hose reel with nozzle
Break glass
Kitchen hood protection Carbon dioxide system/Wet chemical etc.
3. In accordance with local fire fighting and fire prevention laws- Uniform Building By Laws 1984.
4. All electrical facilities must be installed and maintained according to local electrical safety laws.
5. Installation of meters/equipment to monitor and control energy consumption.
6. Adequate security must be provided on a 24-hour basis.
7. Provision of safety monitoring device at critical areas (common areas including parking area) e. g CCTV
5.2
EMERGENCY POWER SUPPLY
Rooms have
battery
lamps(torch Light)
in the event of
power failure
Rooms have
battery
lamps(torch Light)
in the event of
power failure
Standby generator
available to
provide basic
light and power in
emergency cases.
Standby generator
sufficient to
generate power to
operate corridor and
public room lights
and emergency lift.
Standby generator
sufficient to generate
power to operate
corridor and public
room lights and
emergency lift.
24

NO.
CRITERIA
5.3 KITCHEN
ONE-STAR
TWO-STAR
THREE-STAR
FOUR-STAR
FIVE-STAR
All Categories :
1. Food prepared within hotel must comply with the hygiene requirements of the Health Authorities;
2. Kitchen pantry and cold storage to be in accordance with the requirements of the health authorities;
3. Separate cooking, washing, storage area and utensils for halal and non halal food.
4. Provision of clear signs for toxic substances
5. Regular inspection, cleaning and maintenance for storage in order to avoid leakage of toxic gas
chemical substances.
6. Food storage should be labeled accordingly.
7. Green/ Environment Awareness Message - Posters/ pamphlets on environmental awareness to be
displayed
5.4 SEPARATE COMPARTMENT
All Categories :
5.5 FOOD PROTECTION
1.
Proper rat-proof store room;
2.
Rack for food stuffs to be placed above the floor level and to be labeled accordingly;
3.
Cooked & raw food should be covered from dust and vermin at all times;
4.
The premise should be free from insects and vermin at all times.
5.6
REFUSE
5.7 INSECT AND VERMIN PROTECTION
All Categories:
All Categories:
Where food stuff is stored, correct temperature should be maintained & there should
be separate compartments for the storage at all category storage compartments
(halal and non halal)
All refuse and garbage must be dispose off daily from the room premises. The refuse
area and containers shall be kept in sanitary condition. The use of separate waste bin
for recycle purposes
Good and effective protection against insect and vermin in all areas of hotel.
(Encourage to use Environmental Pest System (ECO Safe System) - botanically
based)
25

NO.
6
CRITERIA
STAFF
6.1
NUMBER OF STAFF
6.2
EMPLOYMENT
6.3
QUALIFICATION OF THE STAFF
6.3.1 General Qualification
ONE-STAR
TWO-STAR
THREE-STAR
FOUR-STAR
FIVE-STAR
All Categories: Adequate number of staffs in accordance with expected service in each category.
Only Malaysian citizens are allowed to work as frontliners. Foreign workers are allowed to
work at the back of the house only
All Categories : Hotel employees who work for business service and technical departments should be
Professionally qualified, as required by hotel and/or government policy regulation.
6.3.2
Language
Bilingual
receptionist
(Bahasa Melayu/
English )
6.3.3
Mode of Greeting
Staff should greet guests using any form of greetings (According to local/national cultures Malaysian way
of greetings)
6.4
STAFF UNIFORM
Not Compulsory
6.5
MEDICAL EXAMINATION
All Categories:
Staff to be medically examined periodically as required by the health authority.
6.6
6.6.1
STAFF FACILITIES
Sanitary Installations
All Categories :
Separate, adequate and hygienic sanitary installation for staff (Toilet, wash-basin, shower,
bathrooms etc)
6.6.2
Rest Area & Changing Rooms
Separate rest room and changing room for male /female;
6.6.3
Staff Canteen
Not Compulsory
Bilingual
receptionist
(Bahasa Melayu/
English )
Not Compulsory
Not Compulsory
Main staff
(management,
reception staff,
head waiters
housekeepers)
should be at
least proficient
in English and a
language that
corresponds to
the predominant
foreign clientele
Main staff
(management,
reception staff,
head waiters
housekeepers)
should be proficient
in English and in
a language that
corresponds to the
predominant foreign
clientele
Main staff
(management,
reception staff, head
waiters housekeepers)
should be proficient
in English and in
a language that
corresponds to the
predominant foreign
clientele
Frontline staff in hotels / resorts should wear clean, comfortable

and practical uniforms that reflect designs of the local/ Malaysian
culture and tradition and requirements of the hotel line with
international standards.
Staff Pantry is to be Staff canteen is

provided
provided
Staff canteen is
provided
26

NO.
CRITERIA
ONE-STAR
TWO-STAR
THREE-STAR
FOUR-STAR
FIVE-STAR
6.7
SURAU
(Prayer Room and The Indication of Kiblat)
All Categories: Every hotel is expected to provide a facility to pray/common prayer room (separate
for ladies and gentleman) and in each room the direction of Kiblat should be clearly indicated.
6.8
STAFF TRAINING (HRDF)
All Categories: Staff Training All staff must be sent for continuous hospitality and environmentally
awareness management training with certification.
MANAGEMENT
1. Provision of training on Environmental Awareness

2. Educate both guests & staffs looking at their website about the green actions they take and why
those actions are important, as well as encouraging others to take their own green actions.
3. Encourage to organise monthly campaign on environmental awareness program (waste reduction,
reuse, recycling, waste separation and compositing program)
4. Donating to charity (sheets, towels, table linens, furniture, carpeting, window coverings, appliances
and bedspreads that are no longer useable or useful to the property.(Corporate social responsibility)
MINIMUM ROOM RATES
Not Applicable
Min. USD80.00 Nett

(at prevailing rate
of exchange)
27

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INDEX

MINIMUM REQUIREMENTS FOR STAR RATING OF TOURIST

QUALITATIVE AND AESTHETIC REQUIREMENTS

SAFETY STANDARDS AND HYGIENE

MINIMUM ROOM RATES

MINIMUM REQUIREMENT FOR

MINIMUM REQUIREMENTS FOR STAR RATING OF HOTEL

MINIMUM REQUIREMENTS FOR STAR RATING OF HOTEL

MINIMUM REQUIREMENTS FOR STAR RATING OF HOTEL

Qualitative and Aesthetic Requirement

Safety Standard and Hygiene

MINIMUM REQUIREMENTS FOR STAR RATING OF HOTEL

QUALITATIVE AND AESTHETIC REQUIREMENTS

NOTE: Safe refers to all the legal requirements

Ambience: To create an aesthetically

MINIMUM REQUIREMENTS FOR STAR RATING OF HOTEL

2. Facilities for the

2. Facilities for the

Green/ Environment Awareness Message - Posters/ pamphlets on environmental awareness to be

MINIMUM REQUIREMENTS FOR STAR RATING OF HOTEL

*Recyclable material placemat (of suitable quality of material) where possible

MINIMUM REQUIREMENTS FOR STAR RATING OF HOTEL

BANQUET / CONFERENCE HALL

2.6 OUTDOOR AREA / INDOOR AREA

*Hoteliers are encouraged to implement Gray Water Policy

MINIMUM REQUIREMENTS FOR STAR RATING OF HOTEL

At least a Radio/ TV in common areas

1. Swimming pool for

1. Swimming pool for

MINIMUM REQUIREMENTS FOR STAR RATING OF HOTEL

1. Public toilets (separate for ladies & gentlemen) for guests

1. Public toilets (separate for ladies &

3. The use of press (water-saving) water hose

2. Should be clean & in good running

4. Sufficient supply of toilet paper (made from recycled

3. The use of press (water-saving) water

5. Public toilets should be labeled according to gender

4. Sufficient supply of toilet paper (made

2.8.1 Public toilets for the Disabled (OKU)

All Categories: Public toilets for the disabled should be provided.

MINIMUM REQUIREMENTS FOR STAR RATING OF HOTEL

2.10 THERMAL CONDITIONS FOR

Fan(s) for the

Fan(s) for the

Regular monitoring and maintenance to ensure the air quality

At least one telephone facility for

MINIMUM REQUIREMENTS FOR STAR RATING OF HOTEL

1. Lifts are provided 1. Lifts are provided

3. Separate lift for

MINIMUM REQUIREMENTS FOR STAR RATING OF HOTEL

2.14 CORRIDORS PRECAUTIONS

3.1 MINIMUM SIZE OF BEDROOMS

Minimum standard requirement:

MINIMUM REQUIREMENTS FOR STAR RATING OF HOTEL

3. One Night table;

5. Cupboard/ ward robe with hangers

5. One chair and

5. One chair and one armchair per

6. Cupboard/ wardrobe with hangers

MINIMUM REQUIREMENTS FOR STAR RATING OF HOTEL

10. Luggage rack;

11. Fridge (Local

14. All bedroom furnishings to be of excellent