What is a 5-star hotel?
According to subsection 2.1 Section 2 of National Standard TCVN 4391:2015, a hotel is defined as a tourist accommodation facility built in blocks, ensuring the quality of facilities, equipment and necessary services to serve guests.
In addition, subsection 3.2 Section 3 of National Standard TCVN 4391:2015 stipulates that based on location, architecture, facilities, services, managers and service staff, security, safety, environmental protection and food hygiene and safety, hotels are classified into 5 categories: 1 star, 2 stars, 3 stars, 4 stars, 5 stars.
Thus, a 5-star hotel is a tourist accommodation facility that meets national standards and is ranked 5 stars.
What are the standards of 5-star hotels in Vietnam? What are the current 5-star hotel rating criteria?
What are the 5-star hotel standards in Vietnam? What are the current 5-star hotel rating criteria?
According to Section 5 of the National Standard TCVN 4391:2015, the criteria for a 5-star hotel must meet 296 criteria and 57/71 points of the minimum recommended criteria as follows:
5-star hotel standards for location and architecture
(1) Location
- Very convenient location, easy to access
- Beautiful landscape environment
(2) Architectural design
- Architectural design suitable for business requirements, service areas are arranged reasonably and conveniently
- Beautiful architectural design
- Unique architecture
- Interior and exterior are designed, arranged, decorated reasonably, beautifully, luxuriously
- Access road ensures access for people with disabilities
- Soundproof bedroom area
- Has a canopy in front of the reception hall (applicable to hotels)
- Good quality construction materials
- Hotel facade: road entrance, sidewalk, landscape are beautifully designed, luxurious, sophisticated
- Separate entrance for guests and staff
- Bedroom for disabled people using wheelchairs, strollers
- Unified panoramic design
- Special floor or special service area (applicable to hotels, resorts)
(3) Bedroom size: 100
(4) Parking and internal traffic
- Parking:
+ Parking for guests in or away from the hotel area up to 200 m
+ Parking for guests in the hotel area for 15% of the bedrooms
General criteria for parking: convenient, safe, well ventilated (not applicable to floating hotels)
- Internal traffic
Walkingways and internal traffic: convenient, safe, well ventilated
(5) Reception area:
- There is a reception hall
- Area 100 m2 (no applicable to floating hotels)
- Area 35 m2 (applicable to floating hotels)
- Separate lobby toilets for men and women
- Toilets for people with disabilities using wheelchairs and strollers
- Lobby bar
- Separate smoking area
(6) Green space:
- Trees in public areas
- Garden, trees (applicable to hotels, resorts)
(7) Bedroom area (including bedroom and toilet)
- Single bed room 24 m2
- Double bed room or two single beds 32 m2
- Special room 56 m2
- Premium special room 100 m2
(8) Restaurants, bars
- 02 restaurants, serving European and Asian dishes
- 02 bars
- Number of restaurant seats equal to 80% of the number of beds
- Separate toilets for men and women (applicable to hotels, resorts)
(8) Restaurants, bars
- 02 restaurants, serving European and Asian dishes
- 02 bars
- Number of restaurant seats equal to 80% of the number of beds
- Separate toilets for men and women (applicable to hotels, resorts)
(8) for restaurants separate from the reception hall).
- Separate smoking area
(9) Kitchen area
- Convenient for transporting food to the restaurant
- Area ensures the preparation and processing process
- Good ventilation
- Measures to prevent animals and harmful insects
- Flat, waterproof walls, easy to clean
- Kitchen ceiling is convenient for cleaning and ensuring safety
- Flat floor, paved with anti-slip material, easy to scrub
- European and Asian kitchens
- Bakery kitchen
- Food preparation and division area
- Separated preparation and processing area (hot, cold)
- Separate garbage disposal, ensuring hygiene
- Toilet for kitchen staff (outside the kitchen area)
- Buffer room, ensuring soundproofing, heat insulation, odor insulation between the kitchen and dining room
(10) Warehouse
- Warehouse for storing raw materials and food
- Warehouse for storing spare parts and equipment
- Cold storage (according to food type) products)
(11) Conference, seminar, meeting rooms:
- Lobby, guest registration and refreshments
- 01 conference room
- 02 seminar rooms
- 02 meeting rooms
- Good soundproofing
- Separate toilets for men and women (applicable to meeting, conference, seminar rooms separate from the reception hall)
(12) Area for staff and employees:
- Office of the manager and functional departments
- Room duty room.
- Changing room
- Separate toilets for men and women
- Bathroom
- Dining room
(13) Corridor: Convenient for moving around and ensuring safe escape
5-star hotel standards for equipment and facilities: according to the following dress code and specific requirements such as:
(1) Quality of equipment, layout, decoration:
- High quality
- Reasonable layout
- Harmonious colors
- Good operation
- Synchronous
- Beautiful interior decoration
- Modern, luxurious
- Artistic decoration
(2) Interior equipment
- Reception hall:
+ Reception desk
+ Reception desk is organized into counters divided by function, including:
++ Room reservation counter
++ Reception desk
++ Switchboard
+ Wireless Internet (wifi)
+ Telephone
+ Computer
+ Reception desks and chairs
+ Boards or screens listing service prices and payment methods
+ Boards or screens listing foreign exchange rates
+ Credit card payment equipment
+ Conveniently located entrances
+ Storage for guests' valuables and assets
+ Trolleys for the disabled
+ Newspaper and magazine racks or online newspaper reading systems (Press Reader)
+ Information desk, customer relations and reception support (doorman, luggage transfer, clerk, shuttle bus)
- Lobby restrooms and public areas:
+ Toilets
+ Portable water faucets next to the toilets
+ Urinals (men's restroom)
+ Toilet paper
+ Wash basins, mirrors, faucets, soap
+ Hangers or bag holders
+ Lid trash cans
+ Communication equipment wind
+ Paper or hand towels
+ Hand dryer
+ Gas system and floor drain siphon to prevent odors
- Bedroom:
+ Single bed 1.2 m x 2 m
+ Double bed 1.6 m x 2 m
+ Blanket with cover
+ 20 cm thick mattress, with cover
+ Bed for disabled people 1.8 m x 2 m
+ Pillow with cover
+ Bedside cabinet or shelf (single bed room: 01 bedside cabinet/shelf, double bed room: 02 bedside cabinets/shelf, twin bed room: 01 or 02 bedside cabinets/shelf)
+ Electrical equipment control panel located on the bedside cabinet
+ Bedside lamp for each guest with adjustable brightness
+ Safe power outlet at the bedside
+ Telephone
+ Wardrobe with clothes hanger
+ Hangers are available in many types to hang different types of pants, shirt
+ Clothes brush
+ High-speed wireless internet (wifi)
+ High-speed internet via cable (internet cable)
+ Desk for 100% of bedrooms (applicable to hotels, resorts)
+ Desk lamp (applicable to hotels, resorts).
+ Safe power outlet at the desk (applicable to hotels, resorts)
+ Briefcase containing hotel information and guest instructions including: regulations, services and service prices, service hours, promotional policies, envelopes, paper, pens (hotel information can be provided on the screen)
+ Mirror
+ Full-length mirror
+ Sufficiently dark window curtains
+ Sufficient lighting
+ Table and chairs for drinking water
+ Drinking cups
+ Tea and coffee cups
+ Beer and wine openers
+ Tissue boxes
+ Fruit utensils
+ Laundry basket or bag
+ Trash can
+ Smoke detector
+ Automatic sprinkler system
+ Air conditioner
+ Refrigerator or minibar
+ Minibar with drinks and food snacks, light meals
+ TV
+ TV for living room (applicable to special class bedrooms - suites)
+ Instructions for using telephone and TV
+ Safe power outlet
+ Luggage rack
+ Paper or shoe cleaning sponge
+ Room slippers
+ Pictures
+ Electric kettle
+ Safe for 100% of bedrooms
+ Sewing bag
+ Hair dryer
+ Iron, ironing board
+ Bedroom carpet or wooden floor (applicable to hotels)
+ Escape map
+ Door-mounted sight
+ Doorbell
+ Safety latch
+ Magnetic card lock
+ Automatic door closing
Note: Special luxury room: Bed 2.2 m x 2.2 m
- Bathroom in bedroom:
+ Walls made of waterproof material
+ Floors made of waterproof material smooth
+ Safe electrical outlet
+ Washbasin
+ Washbasin pedestal
+ Mirror
+ Mirror light
+ Ceiling light
+ Faucet
+ Hot water
+ Shower head
+ Rain shower system
+ Clothes hanger
+ Towel rack
+ Toilet
+ Portable faucet next to toilet
+ Toilet paper
+ Lid trash can
+ Ventilation equipment
+ Items for one guest: cup, soap, face towel, bath towel, hand towel, toothbrush, toothpaste, hair cap, cotton pad, cotton swab, shampoo, shower gel, conditioner, lotion, bath robe
+ Bath salts
+ Foot towel
+ Telephone connected to bedroom
+ 100% of bedrooms have a shower or a bathtub with a curtain, of which 30% of bedrooms have both
+ Cable Drying clothes
+ Health scale
+ Gas system and floor drain siphon ensure odor prevention
Note: Special high-class rooms, plus:
+ Jacuzzi bathtub
+ Convex mirror
- Meeting, seminar, conference rooms (applicable to hotels):
+ Tables, chairs, microphones, electric lights of all kinds
+ Projectors, projection screens
+ Meeting equipment
+ Conference equipment
+ Conference equipment
+ Diagrams, signs and emergency exit lights
+ Air conditioning
+ Good ventilation system
+ Camera system in meeting room
+ Camera system in conference room
+ Camera system in conference room
+ Meeting room carpet
+ Conference room carpet
+ Conference room carpet
+ Aesthetic lighting system and adjustable brightness
- Restaurant, bar, kitchen
+ Tables, chairs
+ Tools and cabinets for serving food drink
+ Table tops for preparing, dividing, and processing food made of waterproof materials
+ Equipment and utensils for preparing food and drinks
+ High-end party equipment
+ Equipment for buffet service.
+ Equipment for serving meals in the bedroom
+ Equipment for serving meals for staff
+ Equipment and utensils for preparing cakes
+ Equipment and utensils for preparing cold foods
+ Sinks for washing utensils
+ Sinks for preparing and processing separately
+ Sink drainage system
+ Cleaning tools and detergents
+ Trash cans with lids
+ Good lighting or illumination
+ Good ventilation
+ Types of refrigerators for preserving food
+ Diagrams, signs and emergency exit lights
+ Equipment for filtering garbage and grease
+ Well-functioning exhaust system
+ Air conditioning for restaurants
+ Restaurant carpets (applicable to hotels)
- Laundry:
+ Irons, ironing boards
+ Washing machines
+ Dryers
+ Modern laundry equipment systems
(3) Corridors, stairs
- Diagrams, emergency exit signs
- Emergency exit lights in the corridor
- Directional signs and functional instructions (restroom, office, floor number, room number, etc.)
- Fire escape doors
- Carpets for the corridors of the bedroom area (applicable to hotels)
- Carpets for the corridors of the conference and seminar areas (applicable to hotels)
- Carpets for the stairs of the service areas (applicable to hotels)
(4) Ventilation and air conditioning in the areas
- Ensure ventilation.
- Ventilation system works well
- Air conditioning in the service areas
- Natural ventilation
(5) Water filtration system: Water is filtered and guaranteed to be drinkable directly from the tap
(6) Elevator
- There is an elevator from three floors or more (including the ground floor)
- Elevator for goods.
- Elevator for staff
- Elevator with facilities for the disabled
5-star hotel standards for services and service levels
(1) Service quality:
- Have a hotel guest service process
- Serve according to technical and professional procedures
- Perfect service quality
- High technical skills
- Ensure professionalism in service
- Ensure professionalism in serving high-class guests (butler)
- Friendly attitude
- Quick, enthusiastic, thoughtful
- Close coordination between departments in serving guests.
(2) Room service:
- 24/24 hour room service
- Clean the bedroom once a day
- Change the bed sheet, mattress and pillowcase once a day or according to the guest's request and after the guest checks out
- Change the face towel, bath towel once a day or according to the guest's request and after the guest checks out
- Instruct guests on environmental protection (placed in the bedroom and bathroom)
- Order free tea, coffee, sugar, milk in small bags
- Make up the room in the evening
- Order fresh fruit or cakes or processed products of the hotel when guests arrive
- Order a type of magazine or provide an online newspaper reading system
- Special service floors or areas, including:
+ Dining room
+ Office services
+ Private reception service (fast check-in and check-out)
+ Meeting room (applicable to hotels)
+ Provide information, newspapers, magazines for free.
(3) Food and beverage services:
- 24/24 hour food and beverage service
- Breakfast service
- Lunch and dinner service
- Simple, easy-to-prepare food and beverage service
- A variety of high-quality food and beverage service
- Buffet breakfast service.
- Party service
- Bedroom food and beverage service
- A variety of high-quality food and beverage service
- Special, high-class wines, dishes and beverages.
(4) Other services:
- Reception, 24/24 security
- Keep money and belongings of guests at the reception desk
- Keep luggage for guests
- Payment by cash or other methods
- Telephone
- Wake up guests
- Transfer luggage to guests
- Medical services
- Medicine cabinets and some first aid medicines within the expiry date
- Medical services with medical staff on duty
- Office services
- Sales services (Shopping, souvenir shops)
- Foreign currency exchange
- Reservation services, purchase of transport tickets, sightseeing
- Laundry
- Dry cleaning, steam ironing
- Instant laundry
- Meeting services
- Conference and seminar services
- Gym
- Reading room (library)
- Sauna
- Massage
- Swimming pool for adults with depth signs, with service staff, towels, loungers (applicable to hotels, resorts)
- Children's swimming pool with depth signs, service staff, towels, loungers (applicable to hotels, resorts)
- Lifeguard service
- Entertainment service
- Night bar
- Translation service
- Background music in public areas
- Beauty care
- Services for the disabled
- Babysitting
- Outdoor sports: tennis or golf or other outdoor sports (applicable to resorts)
5-star hotel standards for managers and service staff
(1) Professional qualifications, foreign languages
- Manager:
+ Graduated from university majoring in tourism, if graduating from another major, must pass a training course on tourism accommodation management
+ 03 years of experience in the profession
+ Know 01 common foreign language equivalent to level 4 KNLNNVN
- Department heads:
++ Graduated from vocational college (reception, housekeeping, desk, bar, kitchen) or national vocational certificate
++ 03 years of experience in the profession
++ Good use of office information technology
+ Restaurant manager: Knows 01 person
+ Receptionist: Know 01 common foreign language equivalent to level 4 KNLNNVN
- Service staff:
++ 70% have vocational certificates
++ 30% have completed professional training
++ Can use office computer (except room and bar staff)
+ Staff directly serving guests:
++ Know 01 common foreign language equivalent to level 3 KNLNNVN
++ Have staff know 01 other common foreign language equivalent to level 3 KNLNNVN
+ Reception staff:
++ Know 01 common foreign language equivalent to level 4 KNLNNVN(3)
++ Good use of office computer
(2) Clothing:
- Wear the correct uniform of the hotel, with name badge on the shirt
- Nice design, suitable for the title and job position
- Harmonious, convenient colors
- Good material, suitable for the environment
- Stylish hotel's own
- Work clothes are laundered by the hotel.
5-star hotel standards for environmental protection, food hygiene and safety, security, safety, fire prevention and fighting:
(1) Environmental protection:
- Strictly implement environmental protection regulations
- Be granted a certificate or label or title on environmental protection and sustainable development
- Clean all areas inside and outside the hotel
- Toilets in all areas ensure good drainage and no bad odors
- Classify organic and inorganic waste at the source
- Have measures to reduce noise
- Kitchen areas regularly transport waste or have a warehouse to ensure hygiene
- Arrange staff to be part-time in environmental management and protection
- Arrange staff specializing in environmental management and protection
- Use environmentally friendly materials, products and equipment
- Have effective measures to save electricity
- Use natural light in all areas
(2) Environmental protection food safety and hygiene
Implement food safety and hygiene regulations
(3) Security, safety, fire prevention and fighting:
- Implement security, safety, fire prevention and fighting regulations
- Camera system in public areas (bedroom corridors, reception halls, restaurants, etc.)
NOTE:
- The scale regulation does not apply to hotels that are special architectural works such as castles, palaces, ancient houses or located in places with cultural and historical values that need to be protected
- For 4-star hotels with good facilities, full services, high quality, luxury, it can be considered not to apply the regulation on having a swimming pool in urban areas, where the building height is controlled
- KNLNNVN: Vietnam Foreign Language Competency Framework
Which agency has the authority to recognize 5-star hotels?
The authority to recognize 5-star tourist hotels is stipulated in Clause 3, Article 50 of the 2017 Law on Tourism as follows:
Ranking of tourist accommodation establishments
3. The authority to appraise and recognize the rank of tourist accommodation establishments is stipulated as follows:
a) The General Department of Tourism appraises and recognizes 4-star and 5-star tourist accommodation establishments;
b) Provincial tourism agencies appraise and recognize 1-star, 2-star and 3-star tourist accommodation establishments.
Accordingly, for your hotel to be recognized as a 5-star hotel, it will be under the authority of the General Department of Tourism to appraise and recognize.
