HOTEL BANDAR

(CITY HOTEL)
HOTEL BANDAR
BIL KRITERIA
(%)
1.0 FASAD BANGUNAN HOTEL (HOTEL FACADE) 1
2.0 KEMASAN BILIK PENGINAPAN (HOUSEKEEPING) 25
3.0 OPERATIONAL (FRONT OFFICE) 25
4.0 DAPUR (KITCHEN) 10
5.0 PERKHIDMATAN MAKANAN & MINUMAN (FOOD & BEVERAGE - F&B) 11
5.1 Coffee House (Coffee House) 3
5.2 Restoran (Restaurant) 2
5.3 Lounge / Bar (Lounge / Bar) 2
5.4 Kemudahan Bankuet/Bilik Keraian/Bilik Mesyuarat
(Banquet/Function Room/Meeting Room) 3
5.5 Perkhidmatan Tempahan Makanan di bilik (In-Room Dining) 1
6.0 PENGURUSAN SUMBER MANUSIA (HUMAN RESOURCE MANAGEMENT ) 10
6.1 Kebajikan Staff (Staff Welfare) 6
6.2 Kemudahan Staff (Staff Facilities) 3
6.3 Tanggungjawab Sosial Korporat (Corporate Social Resposibility) 1
7.0 ADUAN (COMPLAINTS) 4
7.1 Pemantauan Aduan Pelanggan (Monitoring Customer Complaints) 2
7.2 Membalas Aduan Pelanggan (Respond to Customer Complaints) 1
7.3 Nota Penghargaan (Appreciation Note) 1
8.0 KEMUDAHAN PELANGGAN (GUEST FACILITIES) 7
9.0 KESELAMATAN (SECURITY) 3
10.0 ICT (ICT) 2
11.0 KEISTIMEWAAN HOTEL (SPECIAL HOTEL FEATURES) 2

MARKAH KESELURUHAN 100

 FASAD BANGUNAN HOTEL (1%)
1.00
(HOTEL FAÇADE)

KRITERIA HOTEL BANDAR (CITY HOTEL)

Bil FASAD BANGUNAN HOTEL 1 2 3 4 5
(HOTEL FAÇADE)
1.1 Fasad Bangunan Hotel
(Hotel Facade)
Bangunan Sendiri
•
(Stand-alone Building) Jenis Bangunan
Keseluruhan rumah kedai (Type of building)
•
(Entire shop lot)
Sebahagian berkongsi dengan rumah kedai
•
(Partially sharing)
1.2
Kemewahan Fasad Bangunan
(Hotel Façade Appearance)
Keadaan fasad
bangunan yang Keadaan fasad bangunan yang
Keadaan fasad bangunan yang
• Mewah (Luxury) sederhana mewah
baik
(Well maintained (Well-maintained and excellent
(Hotel Façade well maintained)
• Sederhana (Functional) and high quality quality appearance)
appearance)
• Biasa (Simple)
 KEMASAN BILIK PENGINAPAN (25%)
2.00
(HOUSEKEEPING)

KRITERIA HOTEL BANDAR (CITY HOTEL)

BIL 1 2 3 4 5
KEMASAN BILIK PENGINAPAN (HOUSEKEEPING)

Saiz Bilik Saiz Minima Bilik Penginapan

2.1
(Room Size) (Minimum Standard Requirement)
>80% memenuhi saiz minima
•
(>80% comply minimum size)
50%-79%memenuhi saiz minima 10.5 sqm 15 sqm 18 sqm 28 sqm 36 sqm
•
(50%-79% comply minimum size) 2.5 M 2.5 M 2.5 M 2.5 M 2.5 M
<50% memenuhi saiz minima
•
(<50% comply minimum size)
Jenis Bilik
2.2
(Types of room) Sekurang-kurangnya tiga (3)
• Standard Sekurang-kurangnya satu (1) jenis bilik jenis bilik Sekurang-kurangnya empat (4) jenis bilik
• Superior (At least one (1) types of room) (At least three (3) types of (At least four (4) types of rooms)
• Deluxe rooms
• Suites

Perlu disediakan:
1. Perkhidmatan daftar masuk / daftar keluar khas
2. Menyediakan ruangan khas sarapan pagi, kopi, teh dan
koktel
3. Business Centre
Aras atau Lounge Eksekutif Tidak Perlu Disediakan 4. Bahan Bacaan
2.3
(Executive Floor / Lounge) (Not Required)
To provide:
1. Separate check in / check out service
2. Executive lounge to serve breakfast, coffee, tea and cocktail
3. Business Centre
4. Reading materials

Tanda Arah Kiblat Tanda Arah Kiblat mengikut spesifikasi oleh pihak JAKIM
2.4
(Kiblat Sign) (Kiblat Sign according to specifications by JAKIM)
Lokasi Tanda Arah Kiblat
2.5
(Kiblat Sign Location) Tanda Arah Kiblat perlu diletakkan di siling bilik penginapan
• Siling (Ceiling) (Kiblat Sign to be displayed clearly on the ceiling of every room)
• Selain siling (Other than ceiling)
 KRITERIA HOTEL BANDAR (CITY HOTEL)
BIL 1 2 3 4 5
KEMASAN BILIK PENGINAPAN (HOUSEKEEPING)

Saiz Bilik
Hiasan Perabot Saiz Minima Bilik Penginapan
2.6 (Room Size) (Minimum Hiasan perabot
Standard yang
Requirement) Hiasan perabot yang sangat
(Furniture & Fittings) Hiasan perabot yang mewah
sederhana dan diselenggara mewah dan diselenggara
dan diselenggara dengan baik
• Mewah (Luxury) Hiasan perabot yang ringkas dan diselenggara dengan baik dengan baik dengan baik
(Superior quality and condition
(Acceptable quality and condition in the standard of furniture (Good quality and condition in (Excellent quality and condition
• Sederhana (Functional) in the standard of furniture and
and fittings to be provided and well maintained) the standard of furniture and with luxurious standard of
fittings to be provided and well
• Biasa (Simple) fittings to be provided and well furniture and fittings to be
maintained)
maintained) provided and well maintained)
• Tiada (Nil)
Linen Katil yang bersih
2.7
(Bed with clean Linen)
Linen Katil yang bersih dan Linen Katil yang bersih dan Linen Katil yang bersih dan
• Mewah (Luxury)
Linen Katil yang bersih dan ringkas disediakan sederhana disediakan mewah disediakan sangat mewah disediakan
• Sederhana (Functional) (Bed with clean linen to be provided) (Good quality of bed with clean (Superior quality of bed with (Excellent quality of bed with
linen to be provided) clean linen to be provided) clean linen to be provided)
• Biasa (Simple)
• Tiada (Nil)
Selimut / Alas Selimut / Alas yang bersih dan Selimut / Alas yang bersih dan Selimut / Alas yang bersih dan
2.8
(Blanket / Duvet) sederhana disediakan. Diganti mewah disediakan. Diganti sangat mewah disediakan.
Selimut / Alas yang bersih dan ringkas disediakan. Diganti atas atas pemintaan bagi tetamu atas pemintaan bagi tetamu Diganti atas pemintaan bagi
• Mewah (Luxury)
pemintaan bagi tetamu hotel yang sama hotel yang sama hotel yang sama tetamu hotel yang sama
• Sederhana (Functional) (Clean blanket/duvet to be provided. To be changed upon (Good quality and clean (Superior quality and clean (Excellent quality and clean
request for the same guest.) blanket/duvet to be provided. blanket/duvet to be provided. blanket/duvet to be provided.
• Biasa (Simple) To be changed upon request To be changed upon request To be changed upon request
• Tiada (Nil) for the same guest) for the same guest) for the same guest)

Bantal
2.9
(Pillow)
Bantal yang bersih dan Bantal yang bersih dan mewah Bantal yang bersih dan sangat
• Mewah (Luxury) Bantal yang bersih dan ringkas disediakan sederhana disediakan disediakan mewah disediakan
• Sederhana (Functional) (Clean pillow to be provided) (Good quality and clean pillow (Superior quality and clean (Excellent quality and clean
• Biasa (Simple) to be provided) pillow to be provided) pillow to be provided)

• Tiada (Nil)
Tilam
2.10
(Mattress) Tilam yang bersih dan Tilam yang bersih dan mewah Tilam yang bersih dan sangat
• Mewah (Luxury) Tilam yang bersih dan ringkas disediakan sederhana disediakan disediakan mewah disediakan
(Clean mattress to be provided) (Good quality and clean (Superior quality and clean (Excellent quality and clean
• Sederhana (Functional) mattress to be provided) mattress to be provided) mattress to be provided)
• Biasa (Simple)
Pelindung Tilam Pelindung Tilam yang bersih disediakan
2.11
(Mattress Protector) (Clean Mattress Protector to be provided)
 KRITERIA HOTEL BANDAR (CITY HOTEL)
BIL 1 2 3 4 5
KEMASAN BILIK PENGINAPAN (HOUSEKEEPING)

Saiz Bilik
Ambal Katil Saiz Minima Bilik Penginapan
2.12 (Room Size) (Minimum Standard Requirement)
(Bed Runner)
Ambal Katil yang bersih dan Ambal Katil yang bersih dan Ambal Katil yang bersih dan
• Mewah (Luxury)
Ambal Katil yang bersih dan ringkas disediakan sederhana disediakan mewah disediakan sangat mewah disediakan
• Sederhana (Functional) (Clean bed runner to be provided) (Good quality and clean bed (Superior quality and clean (Excellent quality and clean
runner to be provided) bed runner to be provided) bed runner to be provided)
• Biasa (Simple)
• Tiada (Nil)
Tilam tambahan atas permintaan Tidak Perlu Disediakan Tilam tambahan perlu disediakan atas pemintaan
2.13
(Extra Bed / Sofa Bed upon request) (Not Required) (Extra Bed / Sofa Bed to be provided upon request)
Meu Pilihan Bantal perlu
Menu Pilihan Bantal Tidak Perlu Disediakan
2.14 disediakan
(Pillow Menu) (Not Required)
(Pillow Menu to be provided)
Langsir / Bidai / Langsir Panel dll
2.15
(Curtain / Blind / Screen Mover etc)
Langsir / Bidai / Langsir Panel Langsir / Bidai / Langsir Panel
• Mewah (Luxury) Langsir / Bidai / Langsir Panel
yang mewah yang sangat mewah
Langsir / Bidai / Langsir Panel yang ringkas yang sederhana
• Sederhana (Functional) (Curtain / Blind / Screen Mover (Curtain / Blind / Screen Mover
(Curtain / Blind / Screen Mover to be provided) (Curtain / Blind / Screen Mover
to be of superior quality and to be of excellent quality and
• Biasa (Simple) to be of good quality and taste)
taste) taste)
• Tiada (Nil)

Meja sisi yang mewah Meja sisi yang sangat mewah

Meja Sisi Meja Sisi perlu disediakan
2.16 (Night Table / Side Table to be (Night Table / Side Table to be
(Night Table / Side Table) (Night Table / Side Table to be provided)
of luxury superior and taste) of excellent quality and taste)

Meja Tulis Tidak Perlu Disediakan Meja tulis perlu disediakan

2.17
(Writing Table) (Not Required) (Writing table to be provided)
Peralatan Menulis Tidak Perlu Disediakan Peralatan menulis perlu disediakan
2.18
(Writing Materials) (Not Required) (Writing materials to be provided)
Meja Solek
2.19
(Dressing Table)
• Mewah (Luxury) Meja Solek yang sangat
Meja Solek yang sederhana Meja Solek yang mewah
Meja Solek yang ringkas disediakan mewah
• Sederhana (Functional) (Dressing Table to be of good (Dressing Table to be of
(Dressing Table to be provided ) (Dressing Table to be of
quality and taste) superior quality and taste)
excellent quality and taste)
• Biasa (Simple)

• Tiada (Nil)
 KRITERIA HOTEL BANDAR (CITY HOTEL)
BIL 1 2 3 4 5
KEMASAN BILIK PENGINAPAN (HOUSEKEEPING)

Saiz Bilik
Pencahayaan Lampu Saiz Minima Bilik Penginapan
2.20 (Room Size) (Minimum Standard Requirement)
(Lightings) Pencahayaan lampu yang
Pencahayaan lampu yang Pencahayaan lampu yang
• Mewah (Luxury) mewah
sederhana sangat mewah
Pencahayaan lampu yang ringkas (Superior levels of lighting with
(Good lighting intensity with (Excellent levels of lighting
• Sederhana (Functional) (Bedroom well lit) good positioning and ease of
thought given to ambience and with a range of seperately
use, including room lighting
• Biasa (Simple) range of lighting options) controllable options)
controllable from the bedside)
• Tiada (Nil)
Suis Kawalan 2 hala Tidak Perlu Disediakan Perlu disediakan
2.21
(Lighting Control) (Not Required) (To be provided)
Almari Pakaian
2.22
(Cupboard / Wardrobe)
Almari Pakaian yang Almari Pakaian yang mewah Almari Pakaian yang sangat
• Mewah (Luxury) sederhana (Cupboard / Wardrobe with mewah
Almari Pakaian yang ringkas disediakan
• Sederhana (Functional) (Cupboard / Wardrobe with shelves or drawers to be of (Cupboard / Wardrobe with
(Cupboard/wardrobe to be provided)
shelves or drawers to be of superior quality and taste) shelves or drawers to be of
• Biasa (Simple) good quality and taste) excellent quality and taste)
• Tiada (Nil)
Penyangkut Baju Perlu disediakan
2.23
(Hangers) (To be provided)
Bakul Sampah Perlu disediakan
2.24
(Waste Basket) (To be provided)
Rak Beg Tidak Perlu Disediakan Perlu disediakan
2.25
(Luggage Rack) (Not Required) (To be provided)
Seterika & Papan Seterika
2.26
(Iron & Iron Board)
• Di bilik (In room) Seterika dan papan seterika di letakkan di tempat awam atau di bilik atas permintaan Seterika dan papan seterika perlu disediakan di dalam bilik
Tempat awam / atas permintaan (Iron and iron board to be provided in common area / upon request) (Iron and iron board to be provided in room)
•
(Common area / upon request)
• Tiada (Nil)

Beg Dobi Tidak Perlu Disediakan Perlu disediakan

2.27
(Laundry Bag) (Not Required) (To be provided)
 KRITERIA HOTEL BANDAR (CITY HOTEL)
BIL 1 2 3 4 5
KEMASAN BILIK PENGINAPAN (HOUSEKEEPING)

Saiz Bilik
Kelengkapan Mandian Saiz Minima Bilik Penginapan
2.28 (Room Size) (Minimum Standard Requirement)
(Bathroom Amenities)
Sabun Mandi Perlu disediakan
a)
(Soap/Dispenser) (To be provided)
Syampu Perlu disediakan
b)
(Shampoo/Dispenser) (To be provided)
Berus gigi & Ubat gigi Tidak Perlu Disediakan Perlu disediakan
c)
(Tooth Brush and Tooth Paste) (Not Required) (To be provided)
Losyen badan Tidak Perlu Disediakan Perlu disediakan
d)
(Body Lotion) (Not Required) (To be provided)
Pencukur Tidak Perlu Disediakan Perlu disediakan
e)
(Shaver) (Not Required) (To be provided)

Kit Alatan jahitan Tidak Perlu Disediakan Disediakan atas permintaan Perlu disediakan
f)
(Sewing Kit) (Not Required) (To be provided upon request) (To be provided)

Putik kapas Tidak Perlu Disediakan Perlu disediakan

g)
(Cotton Bud / Cotton Pad) (Not Compulsory) (To be provided)

Topi Mandi Tidak Perlu Disediakan Disediakan atas permintaan Perlu disediakan
h)
(Shower Cap) (Not Required) (To be provided upon request) (To be provided)

Beg Sanitari Tidak Perlu Disediakan Perlu disediakan

i)
(Sanitary Bag) (Not Required) (To be provided)
Gelas Tidak Perlu Disediakan Perlu disediakan
j)
(Glass) (Not Required) (To be provided)
Penimbang berat Tidak Perlu Disediakan Perlu disediakan
k)
(Weight Scale) (Not Required) (To be provided)
Pengering Rambut Disediakan atas permintaan Perlu disediakan
l)
(Hair Dryer) (To be provided upon request) (To be provided)
Cermin Serbaguna Boleh Laras Tidak Perlu Disediakan Perlu disediakan
m)
(Adjustable view mirror / vanity mirror) (Not Required) (To be provided)
Selipar Tidak Perlu Disediakan Perlu disediakan
n)
(Slippers) (Not Required) (To be provided)
Sink Cuci Tangan Perlu disediakan
o)
(Wash Basin) (To be provided)
 KRITERIA HOTEL BANDAR (CITY HOTEL)
BIL 1 2 3 4 5
KEMASAN BILIK PENGINAPAN (HOUSEKEEPING)

Saiz Bilik
Pancuran Saiz Minima Bilik Penginapan
2.29 (Room Size) (Minimum Standard Requirement)
(Shower)
Pancuran & Tab mandi Pancuran sahaja Pancuran dan Tab mandi
•
(Shower & Bath Tub) (Shower Only) (Shower glass/ Bath Tub)
• Pancuran (Shower)
• Tiada (Nil)
Air panas & Sejuk Perlu disediakan
2.30
(Hot and Cold Water) (To be provided)
Bidet
2.31
(Bidet)
• Automatik (Automated)

• Bidet / Hos (Hand Bidet / Hose) Perlu disediakan Bidet automatik disediakan
(To be provided) (Automated/ full Bidet to be provided)
• Gayung (Ladle)

• Tisu tandas sahaja (Toilet Tisu only)

• Tiada (Nil)
Kertas Tisu Perlu disediakan
2.32
(Tissues) (To be provided)
Tuala Tangan Tidak Perlu Disediakan Perlu disediakan
2.33
(Hand Towel) (Not Required) (To be provided)
Tuala Muka Tidak Perlu Disediakan Perlu disediakan
2.34
(Face Towel) (Not Required) (To be provided)
Tuala Mandi Perlu disediakan
2.35
(Bath Towel) (To be provided)
Tikar Bilik Mandi Tidak Perlu Disediakan Perlu disediakan
2.36
(Bath Mat) (Not Required) (To be provided)
Telefon dalam bilik air Tidak Perlu Disediakan Perlu disediakan
2.37
(Bathroom Telephone) (Not Required) (To be provided)
Jubah Mandi Tidak Perlu Disediakan Perlu disediakan
2.38
(Bathrobe / Yukata) (Not Required) (To be provided)
Payung Tidak Perlu Disediakan Perlu disediakan
2.39
(Umbrella) (Not Required) (To be provided)
Penghalau Serangga Disediakan atas permintaan
2.40
(Insect Repellent) (Insect Repellent to be provided upon request)
Lampu Suluh Tidak Perlu Disediakan Perlu disediakan
2.41
(Torchlight) (Not Required) (To be provided)
 KRITERIA HOTEL BANDAR (CITY HOTEL)
BIL 1 2 3 4 5
KEMASAN BILIK PENGINAPAN (HOUSEKEEPING)

Saiz Bilik
Katil Bayi atas pemintaan KatilSaiz
BayiMinima Bilik Penginapan
disediakan atas pemintaan
2.42 (Room Size) (Minimum Standard Requirement)
(Baby Cot upon request) (Baby Cot to be provided upon request)
Peti Sejuk Tidak Perlu Disediakan Perlu disediakan
2.43
(Fridge / Mini Bar) (Not Required) (To be provided)
Kelengkapan Kopi dan Teh Tidak Perlu Disediakan Perlu disediakan
2.44
(Coffee making facilities) (Not Required) (To be provided)
Cerek Elektrik Disediakan atas permintaan Perlu disediakan
2.45
(Electric Kettle) (To be provided upon request) (To be provided)
Air Minuman
2.46
(Drinking water)
Air Minuman dan gelas disediakan di setiap bilik
• Dispenser Air disediakan di tempat awam Air Minuman dan gelas disediakan di setiap bilik
(Drinking water and glasses provided in each room)
(Water dispenser in common area) (Drinking water and glasses provided in each room)
Dispenser Air disediakan di tempat awam
•
(Water dispenser in common area)
• Tiada (Nil)
Perlu disediakan
Peti Keselamatan Disediakan di kaunter resepsi (Should provide individual
2.47
(Safety Deposit Box) (Provided at reception / front office) safety deposit box / system in
room)
Maklumat berkaitan perkhidmatan dan kemudahan hotel dipamerkan di dalam folder atau secara digital
Direktori Perkhidmatan / Informasi Bilik (Hotel services and facilities advertised in all bedrooms (possibly in a room information folder or via in-room technology)
2.48
(Guest Service Directory / Room Compendium) Tidak Perlu Disediakan Perlu disediakan
(Not Required) (To be provided)
Menu Perkhidmatan Tempahan Makanan di bilik Tidak Perlu Disediakan Perlu disediakan
2.49
(In-Room Dining Menu) (Not Required) (To be provided)
Panduan Telefon Perlu disediakan
2.50
(Telephone Guide) (To be provided)
Televisyen dan alat kawalan jauh
2.51
(TV and Remote) TV Skrin Flat atau peralatan berteknologi terkini disediakan di dalam bilik penginapan
TV disediakan di dalam bilik penginapan
• Televisyen skrin rata (Flat Skrin) (Flat Screen TV or adoption of the latest innovation in entertainment technologies expected to
(Digital TV available in all bedrooms)
be available in all bedrooms)
• Televisyen skrin cembung (Digital TV)
Panduan Televisyen Perlu disediakan
2.52
(TV Guide) (To be provided)
Akses Internet / Wifi Akses Internet / Wifi disediakan
2.53
(Internet Access / Wifi) (Internet Access / Wifi to be provided)
Saluran Televisyen (Wajib RTM TV 1, TV 2, TV 3) Saluran Televisyen Wajib RTM TV 1, TV 2, TV 3
2.54
(TV Channel) (TV Channel RTM TV 1, TV 2, TV 3)
Pelan Laluan Kebakaran Pelan Laluan Kebakaran dipamerkan di setiap Bilik Penginapan.
2.55
(Fire Escape Plan) (Fire Escape Plan to be displayed in the bedroom)
 KRITERIA HOTEL BANDAR (CITY HOTEL)
BIL 1 2 3 4 5
KEMASAN BILIK PENGINAPAN (HOUSEKEEPING)

Saiz Bilik Dingin

Penghawa Penghawa dingin Saiz Minima Bilik
disediakan dalamPenginapan
setiap Bilik Penginapan.
2.56 (Room Size) (Minimum Standard Requirement)
(Air Conditioning) (Air conditioning guaranteeing thermal comfort in all bedrooms)
Perkhidmatan Istimewa mengikut kesesuaian atau
Tidak Perlu Disediakan Perlu disediakan
2.57 pemintaan tetamu hotel
(Not Required) (To be provided)
(Special Request / Personalized Welcome)
Perkhidmatan Turndown Tidak Perlu Disediakan Perlu disediakan
2.58
(Turndown Service) (Not Required) (To be provided)
Kunci Bilik
2.59
(Room Key)
Kunci Kad / Teknologi lain
• Kad / Teknologi lain (Key Card / Other Technology)
(Key) (Key Card or adoption of the latest innovation technologies expected)
• Kunci (key)
• Tiada (Nil)
Laluan
2.60
(Walk Way)
• Bersih dan Wangi (Fresh & Clean) Laluan yang bersih, selesa, pencahayaan yang baik dan berbau segar
• Sederhana (Good) (Walk way should be clean, adequate levels of lighting for safety and comfort and fresh smelling)
• Kotor dan berbau hapak (Dirty & Smelly)
• Tiada (Nil)
Bilik Suite
2.61
(Suites Room)
• Mewah (Luxury) Tidak Perlu Disediakan Perlu disediakan
• Sederhana (Moderate) (Not Required) (To be provided)
• Biasa (Simple)
• Tiada (Nil)
Kalis Bunyi Tidak Perlu Disediakan Bilik Penginapan Kalis Bunyi mengikut spesifikasi yang ditetapkan oleh Pihak Berkuasa
2.62
(Sound Proof) (Not Required) (Sound - proofing for bedrooms must be accordance with the local authority standard)

Dekorasi Tempatan
2.63
(Local Decoration)
• Mewah (Luxury) Hiasan tempatan yang ringkas
• Sederhana (Moderate) (Encourage use of local decoration)
• Biasa (Simple)
• Tiada (Nil)
Karya Seni Tempatan Digalakkan menggunakan Karya Seni Tempatan Lukisan, arca, tembikar, anyaman dll
2.64
(Local Artwork) ( Encouraged to use the Local Artwork in example painting, sculpture, pottery, weaving etc.)
 KRITERIA HOTEL BANDAR (CITY HOTEL)
BIL 1 2 3 4 5
KEMASAN BILIK PENGINAPAN (HOUSEKEEPING)

Saiz Bilik
Perkhidmatan wake up call Tidak Perlu Disediakan Saiz Minima Bilikdisediakan
Perlu Penginapan
berdasarkan permintaan
2.65 (Room Size) (Minimum Standard Requirement)
(Wake up call) (Not Required) (To be provided upon request)
Kemasan Lantai
2.66 Kemasan Lantai yang sangat
(Flooring) Kemasan Lantai yang Kemasan Lantai yang mewah
Kemasan Lantai yang ringkas dan bersesuaian mewah dan bersesuaian
• Mewah (Luxury) sederhana dan bersesuaian dan bersesuaian
(All flooring properly fitted and of an acceptable quality and (Flooring of an excellent
• Sederhana (Moderate) (Flooring of a good quality and (Flooring of a superior quality
condition) quality and condition
condition throughout) and condition throughout)
• Biasa (Simple) throughout)
• Tiada (Nil)
Alat Pengesan Asap Alat Pengesan Asap yang mencukupi dan berfungsi dengan baik disediakan mengikut spesifikasi dan keperluan BOMBA
2.67
(Smoke Detector / Heat Detector) (Adequate number of smoke detector/heat detector provided must be in accordance with BOMBA requirements)
Sistem Semburan Air Sistem Semburan Air yang mencukupi dan berfungsi dengan baik disediakan mengikut spesifikasi dan keperluan BOMBA
2.68
(Water Sprinkler) (Adequate number of water sprinkler provided must be in accordance with BOMBA requirements)
 OPERASI (25 %)
3.00
(OPERATIONAL)

KAUNTER HADAPAN (25 %)

3.10
(FRONT OFFICE)

KRITERIA HOTEL BANDAR (CITY HOTEL)

BIL 1 2 3 4 5
KAUNTER HADAPAN (FRONT OFFICE)
Sapaan Tetamu Malaysia Kakitangan membuat sapaan kepada tetamu mengikut cara Malaysia
3.1
(Malaysian Mode of Greetings) (Staff should greet hotel guest using Malaysian Mode of Greetings)
Pakaian Seragam
3.2
(Uniform) Menyediakan sekurang-kurangnya dua (2) set Pakaian Seragam
• Ada disediakan (Provided) (Provide at least two (2) set of uniforms)
• Tiada disediakan (Not provided)
Kekemasan Pakaian Seragam
3.3
(Tidiness of staff uniform) Kakitangan berpakaian kemas
• Berpakaian kemas (Properly Attired) (Staff smartly attired)
• Tidak berpakaian kemas (Not Properly Attired)
Keterampilan dan Kebersihan Kakitangan
3.4
(Staff Grooming and Cleanliness) (Kakitangan berpakaian kemas, rambut kemas,solekan yang bersesuaian, kuku bersih dan kemas, tiada bau badan dan lain-lain)
• Terampil (Well grooming) (Staff tidily dressed, well groomed and particular attention given to personal hygiene)
• Tidak kemas / Selekeh (Untidy)
Kekemasan Ruang Pejabat Ruang pejabat yang bersih, tersusun, berbau segar, kemas, pengcahayaan bersesuaian dan lain-lain
3.5
(Tidiness of space) (Appropriate office space with clean, adequate levels of lighting for safety and comfort and fresh smelling)

Pengurus bertugas secara penggiliran untuk

Pengurus bertugas Tidak diwajibkan
3.6 tempoh 24 jam
(Duty Manager) (Not Required)
( Manager on duty 24 hours to be provided)

Kesediaan penyambut tetamu kaunter

(Reception readiness)
3.7
*Kemudahan capaian 24 jam kepada panggilan luar dan dalam
*24 hours standby for internal & external call Kemudahan capaian 24 jam kepada panggilan luar dan dalam
(24 hours standby for internal and external call)
• 3 kali deringan (3 ringings)
• 4-6 deringan (4-6 ringings)
• Tidak berjawab (No answers)
Waktu kaunter penyambut tetamu beroperasi
3.8
(Reception Desk operation time)
• 24 jam (24 hours) Kaunter penyambut tetamu disediakan Perkhidmatan kaunter penyambut tetamu beroperasi 24 jam
(Front desk service available) (Reception counter with 24 hours front desk service)
• 12 jam (12 hours)
• Tiada Reception Desk (No reception desk)
 KRITERIA HOTEL BANDAR (CITY HOTEL)
BIL 1 2 3 4 5
KAUNTER HADAPAN (FRONT OFFICE)
Sapaan Tetamu
Kebolehan Malaysia
Bahasa Kakitangan membuat sapaan kepada tetamu mengikut cara Malaysia
3.9 (Malaysian Mode of Greetings) (Staff should greet hotel guest using Malaysian Mode of Greetings)
(Multi language)
Fasih lebih dari 3 Bahasa cth. BM,BI , Mandarin, Tamil dan lain-lain.
> 3 Bahasa (cth. BM,BI , 1 bahasa tempatan) Fasih 2 Bahasa Contoh, BM,BI
• (Staff should be proficient in Malay, English and two (2) other language)
>3 language (eg:. Malay, English, 1 local language) (Staff should be proficient in Malay and English)
2 Bahasa (BM,BI)
•
2 language (Malay, English)
Perkhidmatan Porter untuk Pengendalian Bagasi Tidak Perlu Disediakan Perlu disediakan
3.10
(Porter Service for Luggage Handling ) (Not Required) (To be provided)
Perkhidmatan Tempahan Makanan di bilik Tidak Perlu Disediakan Perlu disediakan
3.11
(In Room Dining Service) (Not Required) (To be provided)
Aduan Pelanggan yang sistematik Pengurusan aduan pelanggan yang sistematik disediakan
3.12
(Systematic customer complaint handling) (Systematic customer complaint handling to be provided)

Tempat Simpanan Bagasi Ruangan khas untuk simpanan bagasi disediakan Bilik khas untuk simpanan bagasi disediakan
3.13
(Left-Luggage Facilities) (Left-Luggage facilities to be provided) (Left-Luggage facilities in designated room to be provided)

Peti Keselamatan Deposit Perlu disediakan

3.14
(Safety Deposit Box) (To be provided)
Perkhidmatan menghantar informasi Perlu disediakan
3.15
(Secretarial Services) (To be provided)
Capaian Internet/ Wifi Perlu disediakan
3.16
(Internet Access / Wifi) (To be provided)
Disediakan sekurang-kurangnya untuk dua (2)
Perlu disediakan bersesuaian dengan saiz hotel
Tempat duduk menunggu orang tetamu
3.17 (Well-appointed and well decorated reception lounge commensurate to the
(Reception with sitting facilities/area) (Reception area with sitting facilities fo at least two
size of hotel)
(2) guest)
Minuman selamat datang Tidak Perlu Disediakan Perlu disediakan
3.18
(Welcome Drink) (Not Required) (To be provided)
Tandas awam
disediakan berhampiran
kaunter penyambut
Tandas awam Tandas awam berasingan untuk lelaki dan perempuan disediakan di kawasan umum
3.19 tetamu
(Public Toilet) (Public toilets separate for ladies and gentlemen for guests near common areas)
(Public toilet near the
reception area to be
provided)
 KRITERIA HOTEL BANDAR (CITY HOTEL)
BIL 1 2 3 4 5
KAUNTER HADAPAN (FRONT OFFICE)
Dekorasi
Sapaan Tetamu Malaysia Kakitangan membuat sapaan kepada tetamu mengikut cara Malaysia
3.20
(Decoration)
(Malaysian Mode of Greetings) (Staff should greet hotel guest using Malaysian Mode of Greetings)
Dekorasi hiasan yang ringkas
• Mewah (Luxury) Dekorasi hiasan
(Simple decoration) Hiasan mewah Hiasan sangat mewah
sederhana bersesuaian
• Sederhana (Functional) (Superior decoration) (Excellent decoration)
(Good decoration)
• Ringkas (Simple)
• Tiada (Nil)
Suasana
3.21
(Ambience)
• Mewah (Luxury) Suasana mewah Suasana sangat mewah
Suasana yang ringkas Suasana sederhana
(Superior hotel (Excellent hotel
• Sederhana (Functional) (Pleasing hotel ambience) (Good hotel ambience)
ambience) ambience)
• Ringkas (Simple)
• Tiada (Nil)

Perabot Perabot yang sederhana Perabot yang mewah Perabot yang sangat
3.22 dan diselenggara dan diselenggara mewah dan diselenggara
(Furniture)
Perabot yang ringkas dan diselenggara dengan dengan baik dengan baik dengan baik
• Mewah (Luxury) baik (Good quality and (Superior quality and (Excellent quality and
(Acceptable quality and condition in the standard condition in the standard condition in the standard condition with luxurious
• Sederhana (Functional)
of furniture to be provided and well maintained) of furniture to be of furniture to be standard of furniture to
• Ringkas (Simple) provided and well provided and well be provided and well
• Tiada (Nil) maintained) maintained) maintained)

Proses daftar masuk

3.23
(Check-In Process )
• <15 minit (<15 Minutes) Proses daftar masuk mengikut piagam pelanggan hotel
• 16-30 minit (16-30 Minutes) (Check-In process in accordance with client charter)
• 30-45 minit (30-45 Minutes)
• > 45 minit (>45 Minutes)
Daftar Masuk berkumpulan (kaunter khas) Tidak perlu disediakan Menyediakan kaunter khas untuk daftar masuk secara berkumpulan
3.24
Group Check-In (Special Counter) (Not Required) (Check-in procedures will be completed at a separate counter)
Proses daftar keluar
3.25
(Check-Out Process)
• <15 minit (<15 Minutes) Proses daftar masuk mengikut piagam pelanggan hotel
• 16-30 minit (16-30 Minutes) (Check-Out process in accordance with client charter)
• 30-45 minit (30-45 Minutes)
• > 45 minit (>45 Minutes)
 KRITERIA HOTEL BANDAR (CITY HOTEL)
BIL 1 2 3 4 5
KAUNTER HADAPAN (FRONT OFFICE)
Sapaan Tetamu
Naik taraf bilik Malaysia Kakitangan membuat sapaan kepada tetamu mengikut
Tidak perlu disediakan cara
Perlu Malaysia
disediakan
3.26 (Malaysian Mode of Greetings) (Staff should greet hotel guest using Malaysian Mode
(Upgrade Room) (Not Required) (Toofbe
Greetings)
provided)
3.27 Proses bayaran Kemudahan bayaran disediakan - Kad Kredit, Kad Debit, Tunai
Payment process (Payment process to be provided - Credit Card, Debit Card, Cash)
Makluman dan penerangan kepada pelanggan berkenaan waktu daftar
Waktu daftar masuk & keluar Tidak perlu disediakan masuk dan keluar
3.28
(Check-In / Check-Out Time) (Not Required) (Clear explanation and information about check-in and check-out time to be
provided to guest)
Penyelia Tidak perlu disediakan Perlu disediakan
3.29
(Supervisor) Front Office (Not Required) (To be provided)
Sistem Kerja Jadual kerja perlu disediakan
3.30
(Duty Roster) (Duty roster to be provided)

Peti pertolongan cemas yang lengkap mengandungi manual pertolongan cemas, ubatan, kain pembalut dll. disediakan sekiranya
Peti Pertolongan Cemas mempunyai dapur. Pemeriksaan berkala dilakukan bagi memastikan tiada ubatan yang tamat tempoh masih disimpan
3.31
(First Aid Kit) (Provision of first aid box at kitchen containing first aid manual, ointment, bandages ets. To be replenished, to observe the expiry
date of the content and should be checked from time to time)

Pegawai Khidmat Pelanggan Tidak perlu disediakan Perlu disediakan

3.32
(Guest Service Officer) (Not Required) (To be provided)
Dekorasi Tempatan
3.33
(Local Decoration)
• Mewah (Luxury) Hiasan tempatan yang ringkas
(Encourage use of local decoration)
• Sederhana (Functional)
• Ringkas (Simple)
Karya Seni Tempatan Digalakkan menggunakan Karya Seni Tempatan Lukisan, arca, tembikar, anyaman dll
3.34
(Local Artwork) ( Encouraged to use the Local Artwork in example painting, sculpture, pottery, weaving etc.)
Pemuzik (Pemain Piano, Pemain Viola) Tidak perlu disediakan Perlu disediakan
3.35
(Musician - Pianist, Violin, Keyboard dll.) (Not Required) (To be provided)
Muzik dalaman / PA Tidak perlu disediakan Perlu disediakan
3.36
(In-house Music) (Not Required) (To be provided)
 KRITERIA HOTEL BANDAR (CITY HOTEL)
BIL 1 2 3 4 5
KAUNTER HADAPAN (FRONT OFFICE)
Perkhidmatan
Sapaan TetamuTempat Letak Kenderaan
Malaysia Tidak perlu disediakan
Kakitangan membuat sapaan kepada tetamu mengikut cara Malaysia Perlu disediakan
3.37
(Valet Service
(Malaysian Parking)
Mode of Greetings) (Not
(StaffRequired) (To be provided)
should greet hotel guest using Malaysian Mode of Greetings)
Surat Khabar Harian Perlu disediakan
3.38
(Daily Newspaper) (To be provided)
Bilangan lif mencukupi Lif perlu disediakan sekiranya premis mempunyai lima (5) tingkat atau 60ft dan ke atas
3.39
(Number of Lift) (Lift are to be provided for rooms situated five floor or 60ft and above)
Kemewahan lif
3.40
(Lift Appearance)
Keadaan lif sederhana
• Mewah (Luxury) Lif berada dalam keadaan baik dan berfungsi Keadaan lif yang mewah
(Good quality and
(Lift with good condition) (Excellent quality and condition)
• Sederhana (Functional) condition)
• Biasa (Simple)
 DAPUR (10%)
4.00
(KITCHEN)

KRITERIA HOTEL BANDAR (CITY HOTEL)

Bil 1 2 3 4 5
DAPUR (KITCHEN)

Semua Kategori:
1. Semua makanan yang disediakan di hotel perlu mematuhi keperluan Jabatan Kesihatan
2. Pantri dapur dan peti penyimpanan memenuhi keperluan Jabatan Kesihatan

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

*Bagi penarafan 1 Bintang semua keperluan perlu disediakan sekiranya mempunyai dapur
(For 1 Star category all service and facilities must be provided if there is a kitchen)
Dapur tidak perlu
Dapur Berasingan untuk Halal & Tidak Halal Digalakkan menyediakan dapur berasingan bagi halal dan tidak halal
4.1 disediakan
(Separate kitchen for Halal, Non-Halal) (Encourage separate cooking, washing, storage area and utensils for halal and non-halal food)
(Not Required)
Bilik penyimpanan : Stor Bahan Mentah Makanan Tidak perlu disediakan Digalakkan mengasingkan bahan-bahan mentah (Halal, Non-Halal)
4.2
(Dry store) (Not Required) (Encourage separate dry store for halal and non-halal)
Alat Pemadam Api / Sistem Semburan Air di stor Kemudahan dan peralatan BOMBA yang disediakan adalah mencukupi dan berfungsi dengan baik serta mengikut spesifikasi dan keperluan
4.3 penyimpanan minuman keras BOMBA
(Fire Extinguisher / Water Sprinkler in liquor store ) (Adequate fire-fighting facilities and equipment provided must be in accordance with BOMBA requirements)

Chiller dan Freezer Tidak perlu disediakan Chiller dan Freezer yang berasingan dan mengikut suhu yang ditetapkan
4.4
(Chiller and Freezer) (Not Required) (Separate chiller and freezer, correct temperature should be maintained)
Mesin basuh pinggan Tidak perlu disediakan Mesin basuh pinggan disediakan
4.5
(Dishwashers) (Not Required) (Dishwashers machine to be provided)
Peralatan memasak Tidak perlu disediakan Peralatan memasak yang bersih dan mencukupi disediakan
4.6
(Kitchen Utensil/ Crockery) (Not Required) (Adequate and clean kitchen utensil/crockery to be provided)
Kutleri Tidak perlu disediakan Kutleri yang bersih dan mencukupi disediakan
4.7
(Cutleries) (Not Required) (Adequate and clean cutleries to be provided)

Menyediakan ruang penyediaan pastri yang bersesuaian

Pastri Tidak perlu disediakan
4.8 dan bersih
(Pastry) (Not Required)
(Appropriate and clean pastry area to be provided)
 KRITERIA HOTEL BANDAR (CITY HOTEL)
Bil 1 2 3 4 5
DAPUR (KITCHEN)
Chef
Semua Kategori:
4.9
(Chef)
1. Semua makanan yang disediakan di hotel perlu mematuhi keperluan Jabatan Kesihatan
Sekurang-kurangnya
2. Pantri dapur dan
a) Executive peti penyimpanan memenuhi keperluan Jabatan Kesihatan
Chef seorang tukang masak dan
Tidak perlu disediakan Disediakan chef yang berkelayakan dan berpengalaman
b) Sous Chef outsource makanan
All categories: (Not Required) (Qualified and experienced chef to be provided)
c) Chef de Partie (At least a cook and
1. Food prepared within hotel must comply with the hygiene requirements of the Health Authorities
outsource food)
d) Demi
2. Kitchen Chef and cold storage to be in accordance with the requirements of the Health Authorities
pantry
e) Cook / Commis / Kitchen Helper
*Bagi penarafan 1 Bintang semua keperluan perlu disediakan sekiranya mempunyai dapur
(For 1 Star category all service and facilities must be provided if there is a kitchen) Tidak perlu disediakan Disediakan chef yang berkelayakan dan berpengalaman
f) Pastry chef
(Not Required) (Qualified and experienced chef to be provided)

Masakan Khusus Tidak perlu disediakan Perlu disediakan

4.10
(Specialty Dishes) (Not Required) (To be provided)
Pakaian Seragam Tidak perlu disediakan Perlu disediakan
4.11
(Uniform) (Not Required) (To be provided)
Kekemasan Pakaian Seragam
4.12
(Tidiness Staff) Kakitangan berpakaian kemas
• Berpakaian kemas (Properly Attired) (Staff smartly attired)
• Tidak berpakaian kemas (Not Properly Attired)
Keterampilan dan kebersihan kakitangan
4.13
(Grooming and Cleanliness) Kakitangan berpakaian kemas, rambut kemas,solekan yang bersesuaian, kuku bersih dan kemas, tiada bau badan dan lain-lain
• Terampil (Staff tidily dressed, well groomed and particular attention given to personal hygiene)
• Tidak kemas / Selekeh
Perangkap Minyak Tidak perlu disediakan Perlu disediakan
4.14
(Grease trap) (Not Required) (To be provided)
Pengudaraan Tidak perlu disediakan pengudaraan yang segar
4.15
(Ventilation) (Not Required) (Good ventilation)
Steward Tidak perlu disediakan Perlu disediakan
4.16
(Steward) (Not Required) (To be provided)

Peralatan yang bersih, mencukupi dan berfungsi

Peralatan pastri Tidak perlu disediakan
4.17 disediakan
(Pastry utensil) (Not Required)
(Clean, adequate and functional utensil to be provided)
Peralatan Hidangan Utama Tidak perlu disediakan Peralatan yang bersih, mencukupi dan berfungsi disediakan
4.18
(Main Course Serveware) (Not Required) (Clean, adequate and functional utensil to be provided)
 KRITERIA HOTEL BANDAR (CITY HOTEL)
Bil 1 2 3 4 5
DAPUR (KITCHEN)
Rutin
SemuaPembuangan
Kategori: Sampah Tidak perlu disediakan Perlu menyediakan jadual pembuangan sampah
4.19
(Disposal
1. Semua routine) (Not Required)
makanan yang disediakan di hotel perlu mematuhi keperluan Jabatan Kesihatan (Schedule to be provided)
2. Pantri
Sijil Halaldapur dan peti penyimpanan memenuhi keperluan Jabatan Kesihatan Digalakkan mendapatkan Sijil Halal dari JAKIM
4.20
(Halal certification) (Encouraged to get the halal certificate from JAKIM)
All
Sijilcategories:
Kesihatan Tidak perlu disediakan Pengendali makanan pelu mempunyai Sijil Kesihatan
4.21 1. Food certification)
prepared within hotel must comply with the hygiene requirements(Not
of the Health Authorities
(Health Required) (Food handlers need to have a Health Certificate)
2. Kitchen pantry and cold storage to be in accordance with the requirements of the Health Authorities
Kawalan Serangga Tidak perlu disediakan Kawalan Serangga dijalankan secara berkala
4.22
(Pest
*Bagi control) (Not Required)
penarafan 1 Bintang semua keperluan perlu disediakan sekiranya mempunyai dapur (Periodically pest control)
(For
Kitar1Semula
Star category all service and facilities must be provided if thereTidak
is a kitchen)
perlu disediakan Digalakkan mengamalkan kitar semula
4.23
(Recycle) (Not Required) (Recycling are encouraged)
Jadual Mengemas Dapur Tidak perlu disediakan Perlu menyediakan jadual mengemas dapur
4.24
(Kitchen Duty Roster) (Not Required) (Schedule to be provided)
Kemasan Lantai Dapur yang bersesuaian Tidak perlu disediakan Lantai dapur mempunyai ciri-ciri keselamatan
4.25
(Kitchen flooring) (Not Required) (Kitchen floor with security features)
Kemudahan dan peralatan BOMBA yang disediakan adalah mencukupi dan berfungsi dengan baik serta mengikut
Sistem Semburan Air Tidak perlu disediakan
4.26 spesifikasi dan keperluan BOMBA
(Water Sprinkler) (Not Required)
(Adequate fire-fighting facilities and equipment provided must be in accordance with BOMBA requirements)
Kemudahan dan peralatan BOMBA yang disediakan adalah mencukupi dan berfungsi dengan baik serta mengikut
Alat pemadam api Tidak perlu disediakan
4.27 spesifikasi dan keperluan BOMBA
(Fire Extinguisher) (Not Required)
(Adequate fire-fighting facilities and equipment provided must be in accordance with BOMBA requirements)
Tong Sampah Tidak perlu disediakan Perlu menyediakan tong sampah yang mencukupi
4.28
(Dustbin with paddle) (Not Required) (Adequate number of dustbin with paddle to be provided)
Paip Perlu disediakan sekiranya mempunyai dapur
4.29
(Sensor/elbow/automatic tap) (To be provided if there is a kitchen)
Mesin Ais Tidak perlu disediakan Peralatan yang bersih dan mencukupi
4.30
(Ice machine/ice maker) (Not Required) ( Adequate and clean equipment)
Butchery Tidak perlu disediakan Perlu disediakan
4.31
(Butchery) (Not Required) (To be provided)
Bilik Pembuangan sampah berhawa dingin Tidak perlu disediakan Perlu disediakan
4.32
(Air conditioned Garbage room) (Not Required) (To be provided)
Kawasan penghanran/pemunggahan barang Tidak perlu disediakan Perlu disediakan
4.33
(Receiving area/loading bay) (Not Required) (To be provided)
 KRITERIA HOTEL BANDAR (CITY HOTEL)
Bil 1 2 3 4 5
DAPUR (KITCHEN)
Hud
Semua Dapur
Kategori: Tidak perlu disediakan Perlu disediakan
4.34
(Kitchen
1. SemuaHood - ducting
makanan yangservice reportdi) hotel perlu mematuhi keperluan Jabatan Kesihatan
disediakan (Not Required) (To be provided)
2. Pantri dapur
Perangkap dan peti penyimpanan memenuhi keperluan Jabatan Kesihatan
Serangga Tidak perlu disediakan Perlu disediakan
4.35
(Insect trap) (Not Required) (To be provided)
All categories: Peti pertolongan cemas yang lengkap mengandungi manual pertolongan cemas, ubatan, kain pembalut dll. disediakan sekiranya mempunyai
1. Food
Peti prepared within
Pertolongan Cemas hotel must comply with the hygiene requirements of the Health Authorities
dapur. Pemeriksaan berkala dilakukan bagi memastikan tiada ubatan yang tamat tempoh masih disimpan
4.36 2. Kitchen pantry and cold storage to be in accordance with the requirements
(First Aid Kit) (Provisionofofthe Health
first Authorities
aid box at kitchen containing first aid manual, ointment, bandages ets. To be replenished, to observe the expiry date of the
content and should be checked from time to time)
*Bagi penarafan 1 Bintang semua keperluan perlu disediakan sekiranya mempunyai dapur
Tandas Tidak perlu disediakan Perlu disediakan
4.37 (For 1 Star category all service and facilities must be provided if there is a kitchen)
(Toilet) (Not Required) (To be provided)
 MAKANAN DAN MINUMAN (11%)
5.00
(FOOD AND BEVERAGE (F&B)

5.10 COFFEE HOUSE (3%)

KRITERIA HOTEL BANDAR (CITY HOTEL)

BIL 1 2 3 4 5
COFFEE HOUSE

Sapaan Tetamu Malaysia Kakitangan membuat sapaan kepada tetamu mengikut cara Malaysia
5.1.1
(Mode of Greetings) (Staff should greet hotel guest using Malaysian Mode of Greetings)
Pakaian Seragam
5.1.2
(Uniform)
Menyediakan sekurang-kurangnya dua (2) set Pakaian Seragam
• Ada disediakan (Provide at least two (2) set of uniforms)
• Tiada disedikan
Kekemasan pakaian seragam
5.1.3
(Tidiness Staff)
Berpakaian kemas Kakitangan berpakaian kemas
• (Staff smartly attired)
(Properly Attired)
Tidak berpakaian kemas
•
(Not Properly Attired)
Keterampilan dan Kebersihan Kakitangan
5.1.4
(Staff Grooming and Cleanliness)
Kakitangan berpakaian kemas, rambut kemas,solekan yang bersesuaian, kuku bersih dan kemas, tiada bau badan dan lain-lain
• Terampil (Staff tidily dressed, well groomed and particular attention given to personal hygiene)
• Tidak kemas / Selekeh
Susun Atur
5.1.5 Susun Atur sangat
(Set Up)
mewahyang sangat
• Mewah (Luxury) Susun Atur yang Susun Atur yang mewah
mewah
Susun Atur yang ringkas sederhana (Superior quality and
• Sederhana (Functional) (Excellent quality and
(Acceptable quality and condition) (Good quality and condition)
condition with luxurious
• Ringkas (Simple) condition)
standard)
• Tiada (Nil)
 KRITERIA HOTEL BANDAR (CITY HOTEL)
BIL 1 2 3 4 5
COFFEE HOUSE

Dekorasi
Sapaan Tetamu Malaysia Kakitangan membuat sapaan kepada tetamu mengikut cara Malaysia
5.1.6 Hiasan sangat
(Decoration)
(Mode of Greetings) (Staff should greet hotel guest using Malaysian Mode of Greetings)
mewahyang sangat
• Mewah (Luxury) Hiasan yang mewah
Dekorasi yang sederhana mewah
Dekorasi yang ringkas (Superior quality and
• Sederhana (Functional) (Good quality and (Excellent quality and
(Acceptable quality and condition) condition)
condition) condition with luxurious
• Ringkas (Simple) standard)

• Tiada (Nil)
Keluasan
5.1.7
(Space)
• Selesa (Comfortable)
Ruang yang bersesuaian Ruang yang selesa Sangat selesa
• Sederhana (Functional) (Acceptable space) (Comfortable) (Spacious)
• Kecil (Small)
• Tiada (Nil)
5.1.8 F&B Linen
Napkin/Tisu
a)
(Napkin/Serviette )
Napkin/Tisu yang
• Mewah (Luxury) Napkin/Tisu yang sangat mewah
Napkin/Tisu yang ringkas sederhana
(Excellent quality and condition with luxurious
• Sederhana (Functional) (Acceptable quality and condition) (Good quality and
standard)
• Ringkas (Simple) condition)
• Tiada (Nil)
Alas Meja
b)
(Table Cloth)
• Mewah (Luxury) Alas Meja yang
Alas Meja yang sangat mewah
Alas Meja yang ringkas sederhana
• Sederhana (Functional) (Excellent quality and condition with luxurious
(Acceptable quality and condition) (Good quality and
standard)
• Ringkas (Simple) condition)

• Tiada (Nil)
 KRITERIA HOTEL BANDAR (CITY HOTEL)
BIL 1 2 3 4 5
COFFEE HOUSE

Pelapik
Sapaan Pinggan/Cawan
Tetamu Malaysia Kakitangan membuat sapaan kepada tetamu mengikut cara Malaysia
c)
(Place Mat
(Mode of )
Greetings) (Staff should greet hotel guest using Malaysian Mode of Greetings)
Pelapik Pinggan/Cawan
• Mewah (Luxury) Pelapik Pinggan/Cawan yang sangat mewah
Pelapik Pinggan/Cawan yang ringkas yang sederhana
(Excellent quality and condition with luxurious
• Sederhana (Functional) (Acceptable quality and condition) (Good quality and
standard)
• Ringkas (Simple) condition)

• Tiada (Nil)
Barangan F&B
5.1.9
(F&B Items )
Barangan kaca
a)
(Glassware)
• Mewah (Luxury) Barangan kaca yang
Barangan kaca yang sangat mewah
Barangan kaca yang ringkas sederhana
• Sederhana (Functional) (Excellent quality and condition with luxurious
(Acceptable quality and condition) (Good quality and
standard)
• Ringkas (Simple) condition)

• Tiada (Nil))
Peralatan makanan
b)
(Cutlery / Flatware)
Peralatan makanan yang
• Mewah (Luxury) Peralatan makanan yang ringkas sederhana
Peralatan makanan yang sangat mewah
(Excellent quality and condition with luxurious
• Sederhana (Functional) (Acceptable quality and condition) (Good quality and
standard)
condition)
• Ringkas (Simple)
• Tiada (Nil)
Bekas garam & Lada Hitam
c)
(Salt & Pepper Shaker )
Bekas garam & Lada
• Mewah (Luxury) Bekas garam & Lada Hitam yang sangat mewah
Bekas garam & Lada Hitam yang ringkas Hitam yang sederhana
(Excellent quality and condition with luxurious
• Sederhana (Functional) (Acceptable quality and condition) (Good quality and
standard)
• Ringkas (Simple) condition)
• Tiada (Nil)
 KRITERIA HOTEL BANDAR (CITY HOTEL)
BIL 1 2 3 4 5
COFFEE HOUSE

Gelas
Sapaanminuman
Tetamu Malaysia Kakitangan membuat sapaan kepada tetamu mengikut cara Malaysia
d)
(Goblet/Drinking Glass)
(Mode of Greetings) (Staff should greet hotel guest using Malaysian Mode of Greetings)
Gelas minuman yang
• Mewah (Luxury) Gelas minuman yang sangat mewah
Gelas minuman yang ringkas sederhana
(Excellent quality and condition with luxurious
• Sederhana (Functional) (Acceptable quality and condition) (Good quality and
standard)
• Ringkas (Simple) condition)

• Tiada (Nil)
Susun atur meja
5.1.10
(Table Setting)
Susun atur meja yang
• Mewah (Luxury) Susun atur meja yang sangat mewah
Susun atur meja yang ringkas sederhana
(Excellent quality and condition with luxurious
• Sederhana (Functional) (Acceptable quality and condition) (Good quality and
standard)
condition)
• Ringkas (Simple)
• Tiada (Nil)
Kerusi
5.1.11
(Chair)
• Mewah (Luxury) Kerusi yang sederhana Kerusi yang sangat mewah
Kerusi yang ringkas
(Good quality and (Excellent quality and condition with luxurious
• Sederhana (Functional) (Acceptable quality and condition)
condition) standard)
• Ringkas (Simple)
• Tiada (Nil)
Meja
5.1.12
(Table)
• Mewah (Luxury) Meja yang sederhana Meja yang sangat mewah
Meja yang ringkas
(Good quality and (Excellent quality and condition with luxurious
• Sederhana (Functional) (Acceptable quality and condition)
condition) standard)
• Ringkas (Simple)
• Tiada (Nil)

Menu dipamerkan buku menu disediakan

Menu dipamerkan Tidak perlu disediakan
5.1.13 (A well-presented menu to (A menu, presented to the highest standard, detailing
(Menu Display) (Not Required)
be displayed) the full range of dish provided by the coffeehouse)
 KRITERIA HOTEL BANDAR (CITY HOTEL)
BIL 1 2 3 4 5
COFFEE HOUSE

Ada Sarapan
Sapaan TetamuPagi
Malaysia
disediakan Tidak perlu disediakan
Kakitangan membuat sapaan kepada tetamu mengikut
Sarapancara
pagiMalaysia
perlu disediakan
5.1.14
(Mode of Greetings)
(Breakfast Available) (Not Required) (Staff should greet hotel guest using Malaysian Mode
(Breakfast
of Greetings)
available)
Kepelbagaian Menu Sarapan Pagi
5.1.15 Sarapan Pagi disediakan: Sarapan Pagi disediakan:
(Range of breakfast menu)
Menyediakan ruangan Sarapan Pagi disediakan:
• Mewah (Luxury) kurang dari 10 menu lebih dari 20 menu
Tidak perlu disediakan sarapan pagi kurang dari 10-20 menu
(Breakfast available: less (Breakfast available: more
• Sederhana (Functional) (Not Required) (Breakfast corner to be
10 menu)
(Breakfast available:
than 20 menu)
• Ringkas (Simple) provided) 10 -20 menu)
• Tiada (Nil)
Menu Ala Carte Tidak perlu disediakan Menu ala carte perlu disediakan
5.1.16
(Ala Carte Menu ) (Not Required) (Ala carte menu to be provided)
Hidangan bufet untuk acara istimewa perlu disediakan. Contoh bufet sambutan
Hidangan Buffet untuk acara istimewa Tidak perlu disediakan hari kekasih bufet berbuka puasa dll
5.1.17
(Buffet For Special Occasion ) (Not Required) (Buffet for speacial occasion to be available. For example Valentine Buffet Dinner,
Ramadhan Buffet Dinner etc)
Hidangan Malam Tidak perlu disediakan Perlu disediakan
5.1.18
(Dinner) (Not Required) (To be available)
Hidangan tengahari Tidak perlu disediakan Perlu disediakan
5.1.19
(Lunch) (Not Required) (To be available)
Ketua Pelayan Tidak perlu disediakan Perlu disediakan
5.1.20
(Captain Waiter) (Not Required) (To be available)
Kaedah Pembayaran Kaedah pembayaran secara tunai disediakan Kaedah pembayaran secara tunai,kad debit dan kad kredit disediakan
5.1.21
(Mode of payment) (Cash mode of payment to be available) (Cash, debit card and credit card mode of payment to be available)
Kaunter/Juruwang Tidak perlu disediakan Perlu disediakan
5.1.22
(Counter/Cashier ) (Not Required) (To be provided)
Waktu buka dan tutup operasi Tidak perlu disediakan Papan tanda / Waktu Operasi di pamerkan
5.1.23
(Open & Closing Time Display) (Not Required) (Operation hour to be displayed)
Kebersihan Kemas dan bersih
5.1.24
(Cleanliness) (Clean and tidy)
Tandas Tandas perlu sentiasa dalam keadaan bersih
5.1.25
(Toilet) (Toilet cleaned daily and checked to ensure appropriate standards of cleanliness)
Kerusi bayi Tidak perlu disediakan Perlu disediakan
5.1.26
(Baby Chair) (Not Required) (To be provided)
Laluan OKU Laluan OKU perlu disediakan mengikut spesifikasi
5.1.27
(OKU Ramp) (OKU Ramp to be made available in accordance to OKU Act 2008)
Pelayan separuh masa lelaki/perempuan
5.1.28
(Part Time Waiter / Waitress)
Pelayan separuh masa perlu mematuhi syarat-syarat atau dasar semasa
• Warganegara Malaysia (Malaysian) (Part time waiter/waitress must be accordance with the laws)
Bukan warganegara Malaysia
•
(Non Malaysian)
 KRITERIA HOTEL BANDAR (CITY HOTEL)
BIL 1 2 3 4 5
COFFEE HOUSE

Muzik
Sapaanlembut
Tetamu Malaysia Tidak perlu disediakan
Kakitangan membuat sapaan kepada tetamu mengikutPerlu
cara disediakan
Malaysia
5.1.29
(Soft
(Modemusic)
of Greetings) (Not Required) (Staff should greet hotel guest using Malaysian Mode(To be provided)
of Greetings)
 RESTORAN (2%)
5.20
(RESTAURANT)

KRITERIA HOTEL BANDAR (CITY HOTEL)

Bil 1 2 3 4 5
RESTORAN (RESTAURANT)
Sapaan Tetamu Malaysia Kakitangan membuat sapaan kepada tetamu mengikut cara Malaysia
5.2.1
(Mode of Greetings) (Staff should greet hotel guest using Malaysian Mode of Greetings)
Pakaian Seragam
5.2.2
(Uniform)
Menyediakan sekurang-kurangnya dua (2) set Pakaian Seragam
• Ada disediakan (Provide at least two (2) set of uniforms)
• Tiada disediakan
Kekemasan pakaian seragam
5.2.3
(Tidiness Staff)
Kakitangan berpakaian kemas
• Berpakaian kemas (Properly Attired) (Staff smartly attired)
Tidak berpakaian kemas
•
(Not Properly Attired)
Keterampilan dan Kebersihan Kakitangan
5.2.4
(Staff Grooming and Cleanliness)
(Kakitangan berpakaian kemas, rambut kemas,solekan yang bersesuaian, kuku bersih dan kemas, tiada bau badan dan lain-lain)
• Terampil (Staff tidily dressed, well groomed and particular attention given to personal hygiene)
• Tidak kemas / Selekeh

Perlu disediakan sekurang-kurangnya

satu Restoran Khusus
(At least one specialty restaurant to
Restoran khusus be available)
Tidak perlu disediakan
5.2.5 (Specialty Restaurant ) *Contoh:
(Not Required)
Hidangan makanan Jepun, Hidangan
makanan Korea dll
*Example:
Japanase Dishes, Korean Dishes etc
 KRITERIA HOTEL BANDAR (CITY HOTEL)
Bil 1 2 3 4 5
RESTORAN (RESTAURANT)

Menu istimewa Tidak perlu disediakan Perlu disediakan

5.2.6
(Special Menu) (Not Required) (To be provided)

Perlu disediakan
Majlis istimewa Tidak perlu disediakan (To be provided)
5.2.7
(Special Function) (Not Required) *perkahwinan, Hari jadi
*wedding,birthday

Alas Meja
5.2.8
(Table Cloth)
• Mewah (Luxury) Alas Meja yang ringkas Alas Meja yang sederhana Alas Meja yang sangat mewah
• Sederhana (Functional) (Acceptable quality and condition) (Good quality and condition) (Excellent quality and condition with luxurious standard)
• Ringkas (Simple)
• Tiada (Nil)
Susun Atur
5.2.9
(Set Up) Susun Atur sangat mewahyang
• Mewah (Luxury) Susun Atur yang mewah sangat mewah
Susun Atur yang ringkas Susun Atur yang sederhana
(Superior quality and condition) (Excellent quality and condition with
• Sederhana (Functional) (Acceptable quality and condition) (Good quality and condition)
luxurious standard)
• Ringkas (Simple)
• Tiada (Nil)
Dekorasi
5.2.10
(Decoration)
Hiasan sangat mewahyang sangat
• Mewah (Luxury)
Hiasan yang mewah mewah
Dekorasi yang ringkas Dekorasi yang sederhana
• Sederhana (Functional) (Superior quality and condition) (Excellent quality and condition with
(Acceptable quality and condition) (Good quality and condition)
luxurious standard)
• Ringkas (Simple)

• Tiada (Nil)
Keluasan
5.2.11
(Space)

• Selesa (Comfortable)
Ruang yang bersesuaian Ruang yang selesa Sangat selesa
• Sederhana (Functional) (Acceptable space) (Comfortable) (Spacious)

• Kecil (Small)
• Tiada (Nil)
 KRITERIA HOTEL BANDAR (CITY HOTEL)
Bil 1 2 3 4 5
RESTORAN (RESTAURANT)

5.2.12 F&B Linen

Napkin/Tisu
a)
(Napkin/Serviette )

• Mewah (Luxury)
Napkin/Tisu yang ringkas Napkin/Tisu yang sederhana Napkin/Tisu yang sangat mewah
• Sederhana (Functional) (Acceptable quality and condition) (Good quality and condition) (Excellent quality and condition with luxurious standard)

• Ringkas (Simple)

• Tiada (Nil)

Pelapik Pinggan dan Cawan

b)
(Place Mat)

• Mewah (Luxury) Pelapik Pinggan/Cawan yang

Pelapik Pinggan/Cawan yang ringkas Pelapik Pinggan/Cawan yang sangat mewah
sederhana
• Sederhana (Functional) (Acceptable quality and condition) (Excellent quality and condition with luxurious standard)
(Good quality and condition)
• Ringkas (Simple)

• Tiada (Nil)

Barangan F&B
5.2.13
(F&B Items )

Barangan kaca
a)
Glassware (Chinaware,Silver ware)

• Mewah (Luxury)
Barangan kaca yang ringkas Barangan kaca yang sederhana Barangan kaca yang sangat mewah
• Sederhana (Functional) (Acceptable quality and condition) (Good quality and condition) (Excellent quality and condition with luxurious standard)

• Ringkas (Simple)
• Tiada (Nil)
Peralatan makanan
b)
(Cutlery / Flatware)
• Mewah (Luxury)
Peralatan makanan yang ringkas Peralatan makanan yang sederhana Peralatan makanan yang sangat mewah
• Sederhana (Functional) (Acceptable quality and condition) (Good quality and condition) (Excellent quality and condition with luxurious standard)

• Ringkas (Simple)
• Tiada (Nil)
 KRITERIA HOTEL BANDAR (CITY HOTEL)
Bil 1 2 3 4 5
RESTORAN (RESTAURANT)
Bekas garam & Lada Hitam
c)
(Salt & Pepper Shaker )
• Mewah (Luxury) Bekas garam & Lada Hitam yang
Bekas garam & Lada Hitam yang ringkas Bekas garam & Lada Hitam yang sangat mewah
sederhana
• Sederhana (Functional) (Acceptable quality and condition) (Excellent quality and condition with luxurious standard)
(Good quality and condition)
• Ringkas (Simple)
• Tiada (Nil)
Gelas minuman
d)
(Goblet/Drinking Glass)
• Mewah (Luxury)
Gelas minuman yang ringkas Gelas minuman yang sederhana Gelas minuman yang sangat mewah
• Sederhana (Functional) (Acceptable quality and condition) (Good quality and condition) (Excellent quality and condition with luxurious standard)
• Ringkas (Simple)
• Tiada (Nil)
Dekorasi atas meja
5.2.14
(Table Setting)
• Mewah (Luxury)
Susun atur meja yang ringkas Susun atur meja yang sederhana Susun atur meja yang sangat mewah
• Sederhana (Functional) (Acceptable quality and condition) (Good quality and condition) (Excellent quality and condition with luxurious standard)
• Ringkas (Simple)
• Tiada (Nil)
Kerusi
5.2.15
(Chair)
• Mewah (Luxury)
Kerusi yang ringkas Kerusi yang sederhana Kerusi yang sangat mewah
• Sederhana (Functional) (Acceptable quality and condition) (Good quality and condition) (Excellent quality and condition with luxurious standard)
• Ringkas (Simple)
• Tiada (Nil)
 KRITERIA HOTEL BANDAR (CITY HOTEL)
Bil 1 2 3 4 5
RESTORAN (RESTAURANT)
Meja
5.2.16
(Table)

• Mewah (Luxury)
Meja yang ringkas Meja yang sederhana Meja yang sangat mewah
• Sederhana (Functional) (Acceptable quality and condition) (Good quality and condition) (Excellent quality and condition with luxurious standard)

• Ringkas (Simple)

• Tiada (Nil)
Menu dipamerkan buku menu disediakan
Menu Dipamerkan Tidak perlu disediakan
5.2.17 (A well-presented menu to be (A menu, presented to the highest standard, detailing the full range of dish
(Menu display) (Not Required)
displayed) provided by the coffeehouse)
Hidangan makan tengahari (Ala Carte) Tidak perlu disediakan Perlu disediakan
5.2.18
Lunch (Ala Carte) (Not Required) (To be provided)

Hidangan makan malam (Ala Carte) Tidak perlu disediakan Perlu disediakan
5.2.19
Dinner (Ala Carte) (Not Required) (To be provided)

Penyambut Tetamu Tidak perlu disediakan Perlu disediakan

5.2.20
(Hostess) (Not Required) (To be provided)

Ketua pelayan Tidak perlu disediakan Perlu disediakan

5.2.21
(Captain waiter) (Not Required) (To be provided)

Kaedah Pembayaran Kaedah pembayaran secara tunai disediakan Kaedah pembayaran secara tunai,kad debit dan kad kredit disediakan
5.2.22
(Mode of payment) (Cash mode of payment to be available) (Cash, debit card and credit card mode of payment to be available)

Kaunter/Juruwang Tidak perlu disediakan Perlu disediakan

5.2.23
(Counter/Cashier) (Not Required) (To be provided)

Waktu buka dan tutup operasi Tidak perlu disediakan Papan tanda / Waktu Operasi di pamerkan
5.2.24
(Open & Closing Time Display) (Not Required) (Operation hour to be displayed)

Kebersihan kawasan
5.2.25
(Cleanliness)
• Bersih (Very clean ) Kemas dan bersih
(Clean and tidy)
• Sederhana Bersih(Good)

• Kotor (Dirty)
Kebersihan Tandas
5.2.26
(Toilet Cleanliness)

• Bersih (Very clean ) Tandas perlu sentiasa dalam keadaan bersih

(Toilet cleaned daily and checked to ensure appropriate standards of cleanliness)
• Sederhana Bersih (Good)

• Kotor (Dirty)

Kerusi bayi Tidak perlu disediakan Perlu disediakan

5.2.27
(Baby chair) (Not Required) (To be provided)
 LOUNGE / BAR (2%)
5.30
(LOUNGE / BAR )

KRITERIA HOTEL BANDAR (CITY HOTEL)

Bil 1 2 3 4 5
LOUNGE / BAR

Sapaan Tetamu Kakitangan membuat sapaan kepada tetamu mengikut cara Malaysia
5.3.1
(Mode of Greetings) (Staff should greet hotel guest using Malaysian Mode of Greetings)
Pakaian Seragam
5.3.2 (Uniform)
Menyediakan sekurang-kurangnya dua (2) set Pakaian Seragam
• Ada disediakan (Provide at least two (2) set of uniforms)
• Tiada disediakan
Kekemasan pakaian seragam
5.3.3
(Tidiness Staff) Kakitangan berpakaian kemas
• Berpakaian kemas (Properly Attired) (Staff smartly attired)
• Tidak berpakaian kemas (Not Properly Attired)
Keterampilan dan Kebersihan Kakitangan
5.3.4
(Staff Grooming and Cleanliness) (Kakitangan berpakaian kemas, rambut kemas,solekan yang bersesuaian, kuku bersih dan kemas, tiada bau badan dan lain-lain)
• Terampil (Staff tidily dressed, well groomed and particular attention given to personal hygiene)
• Tidak kemas / Selekeh
Susun Atur
5.3.5 Susun Atur sangat
(Set Up)
Susun Atur yang mewah mewahyang sangat mewah
• Mewah (Luxury) Susun Atur yang ringkas Susun Atur yang sederhana (Superior quality and (Excellent quality and
• Sederhana (Functional) (Acceptable quality and condition) (Good quality and condition) condition) condition with luxurious
• Ringkas (Simple) standard)
• Tiada (Nil )
Dekorasi
5.3.6 Hiasan sangat mewahyang
(Decoration)
Hiasan yang mewah sangat mewah
• Mewah (Luxury) Dekorasi yang ringkas Dekorasi yang sederhana (Superior quality and (Excellent quality and
• Sederhana (Functional) (Acceptable quality and condition) (Good quality and condition) condition) condition with luxurious
• Ringkas (Simple) standard)
• Tiada (Nil)
 Bil 1 2 3 4 5
LOUNGE / BAR

Sapaan Tetamu
Keluasan Kakitangan membuat sapaan kepada tetamu mengikut cara Malaysia
5.3.7 (Mode of Greetings) (Staff should greet hotel guest using Malaysian Mode of Greetings)
(Space)
• Selesa (Comfortable)
Ruang yang bersesuaian Ruang yang selesa Sangat selesa
• Sederhana (Functional) (Acceptable space) (Comfortable) (Spacious)
• Sempit (Small)
• Tiada (Nil)
Makanan ringan
5.3.8
(Tidbits)
Tidak perlu disediakan Perlu disediakan
• Ada disediakan (Not Required) (To be provided)
• Tiada (Nil)
Risalah promosi
5.3.9
(Promotion Leaflet) Tidak perlu disediakan Diletakkan di atas meja tetamu
• Ada disediakan (Not Required) (To be provided)
• Tiada (Nil)
Kerusi
5.3.10
(Chair)
• Mewah (Luxury) Kerusi yang ringkas Kerusi yang sederhana Kerusi yang sangat mewah
• Sederhana (Functional) (Acceptable quality and condition) (Good quality and condition) (Excellent quality and condition with luxurious standard)
• Ringkas (Simple)
• Tiada (Nil)
Meja
5.3.11
(Table)
• Mewah (Luxury)
Meja yang ringkas Meja yang sederhana Meja yang sangat mewah
• Sederhana (Functional) (Acceptable quality and condition) (Good quality and condition) (Excellent quality and condition with luxurious standard)
• Ringkas (Simple)
• Tiada (Nil)
Menu dipamerkan Tidak perlu disediakan Menu dipamerkan
5.3.12
(Menu display) (Not Required) (A well-presented menu to be displayed)
Live Band Tidak perlu disediakan Perlu disediakan
5.3.13
(Live Band) (Not Required) (To be provided)
 Bil 1 2 3 4 5
LOUNGE / BAR

Suasana
Sapaan Tetamu Kakitangan membuat sapaan kepada tetamu mengikut cara Malaysia
5.3.14
(Ambience)
(Mode of Greetings) (Staff should greet hotel guest using Malaysian Mode of Greetings)
• Mewah (Luxury) Menimbulkan mood yang sesuai dengan konsep
Tidak perlu disediakan
• Sederhana (Functional) (Not Required)
(Suit with the concept)
• Ringkas (Simple)
• Tiada (Nil)
Bauan
5.3.15
(Smell)
• Segar (Fresh) Segar dan nyaman
(Fresh and comfortable)
• Sederhana (Good)
• Berbau (Smelly)
Pencahayaan
5.3.16
(Lighting) Pencahayaan minima yang
Pencahayaan yang bersesuaian dengan konsep yang
• Mewah (Luxury) bersesuaian dengan konsep
dipamerkan
Tidak perlu disediakan yang dipamerkan
(Excellent lighting, giving sufficient light fo all practical
• Sederhana (Functional) (Not Required) (Good levels of lighting with
purposes and also designed to good effect showing off
thought given to both
• Ringkas (Simple) intensity and to positioning)
features)

• Tiada (Nil)
Kaunter bar yang mewah
Kaunter bar yang ringkas
Kaunter bar Tidak perlu disediakan Kaunter bar yang sederhana (Excellent quality and
5.3.17 (A clearly designated
(Counter bar) (Not Required) (Good quality and condition) condition with luxurious
counter bar)
standard)
Pelayan bar Tidak perlu disediakan Perlu disediakan
5.3.18
(Bartender) (Not Required) (To be provided)
Pelayan Tidak perlu disediakan Perlu disediakan
5.3.19
(Hostess) (Not Required) (To be provided)

Kaedah Pembayaran Tidak perlu disediakan Kemudahan bayaran disediakan - Kad Kredit, Kad Debit, Tunai
5.3.20
(Mode of payment) (Not Required) (Mode of payment to be provided - Credit Card, Debit Card, Cash)
 KEMUDAHAN BANKUET/BILIK KERAIAN/BILIK MESYUARAT (3%)
5.40
(BANQUET / FUNCTION ROOM / MEETING ROOM)

KRITERIA HOTEL BANDAR (CITY HOTEL)

Bil KEMUDAHAN BANKUET/BILIK KERAIAN/BILIK MESYUARAT 1 2 3 4 5
(BANQUET / FUNCTION ROOM / MEETING ROOM)
Jenis bilik
5.4.1
(Type of Rooms)
Bilik mesyuarat / Bilik keraian / Bilik persidangan
(meeting room / function room / conference room)
a)
*Muatan 30 - 100 orang
*Accommodate 30-100 pax Bilik mesyuarat / Bilik keraian /
Bilik persidangan muat untuk 20- Bilik mesyuarat / Bilik keraian / Bilik persidangan , bilik menunggu dan
b) Bilik menunggu (holding room) Bilik perbincangan muat untuk 10-
Tidak perlu disediakan 100 orang ballroom dengan kemudahan yang lengkap disediakan
20 orang
Bilik perbincangan (Not Required) (meeting room / function room / (meeting room / function room / conference room, holding room and
(Discussion room for 10-20 pax)
(Discussion room) conference room accommodate ballroom with complete facilities and services to be provided)
c) 20-100 pax)
*Muatan 10-20 orang
*Accommodate 10-20 pax
Ballroom
(Ballroom)
d)
*> 300 orang
*>300 pax

Penghawa dingin Tidak perlu disediakan Penghawa dingin yang berfungsi dengan baik dan selesa mengikut keadaan dan persekitaran
5.4.2
(Air Conditioning) (Not Required) (Air Conditioning guaranteeing thermal comfort, depending on location and situation)

Pencahayaan
5.4.3
(Lighting)
Pencahayaan lampu yang
• Mewah (Luxury) Pencahayaan lampu yang ringkas Pencahayaan lampu yang sangat mewah
sederhana
(Acceptable level of lighting) (Excellent levels of lighting)
(Good level of lighting)
• Sederhana (Functional)

• Ringkas (Simple)
Suasana
5.4.4
(Ambience) Suasana sangat mewahyang
sangat mewah
• Mewah (Luxury) Suasana yang ringkas Suasana yang sederhana
(Excellent quality and condition
(Acceptable quality and condition) (Good quality and condition)
• Sederhana (Functional) with luxurious standard)

• Ringkas (Simple)
Dekorasi Dekorasi yang bersesuaian
5.4.5
(Decoration) (Appropriate Decoration)
 KRITERIA HOTEL BANDAR (CITY HOTEL)
Bil KEMUDAHAN BANKUET/BILIK KERAIAN/BILIK MESYUARAT 1 2 3 4 5
(BANQUET / FUNCTION ROOM / MEETING ROOM)
Jenis bilik
5.4.6 Kemewahan (Luxury)
(Type of Rooms)
Bilik Mesyuarat / Bilik mesyuarat / Bilik keraian / Bilik persidangan
a)
(Meeting room / function room / conference room)
Bilik Mesyuarat / Bilik mesyuarat /
Bilik Mesyuarat / Bilik mesyuarat / Bilik keraian / Bilik persidangan
• Mewah (Luxury) Bilik Mesyuarat / Bilik mesyuarat / Bilik keraian / Bilik persidangan Bilik keraian / Bilik persidangan
Bilik mesyuarat / Bilik keraian / yang sangat mewah
yang ringkas yang sederhana
Bilik persidangan muat (Excellent
untuk 20- Bilik mesyuarat quality
/ Bilik and condition
keraian with luxurious
/ Bilik persidangan standard)
, bilik menunggu dan
• Sederhana (Functional) (Acceptable qualityBilik
andperbincangan
condition) muat untuk 10- (Good quality and condition)
Tidak perlu disediakan 100 orang ballroom dengan kemudahan yang lengkap disediakan
20 orang
(Not Required) (meeting room / function room / (meeting room / function room / conference room, holding room and
• Ringkas (Simple) (Discussion room for 10-20 pax)
conference room accommodate ballroom with complete facilities and services to be provided)
Bilik Menunggu 20-100 pax)
b)
(Holding Room)
• Mewah (Luxury) Bilik Menunggu yang ringkas Bilik Menunggu yang sederhana Bilik Menunggu yang sangat mewah
(Acceptable quality and condition) (Good quality and condition) (Excellent quality and condition with luxurious standard)
• Sederhana (Functional)
• Ringkas (Simple)
• Tiada (Nil)
Bilik Perbincangan
c)
(discussion room)

• Mewah (Luxury) Bilik Perbincangan yang

Bilik Perbincangan yang ringkas sederhana Bilik Perbincangan yang sangat mewah
• Sederhana (Functional) (Acceptable quality and condition) (Good quality and condition) (Excellent quality and condition with luxurious standard)

• Ringkas (Simple)

• Tiada (Nil)

Ballroom
d)
(Ballroom)
• Mewah (Luxury) Ballroom yang ringkas Ballroom yang sederhana Ballroom yang sangat mewah
(Acceptable quality and condition) (Good quality and condition) (Excellent quality and condition with luxurious standard)
• Sederhana (Functional)

• Ringkas (Simple)

• Tiada (Nil)
Sistem Audio Visual
5.4.7
(Audio Visual System)
• Mewah (Luxury) Tidak perlu disediakan Dalam keadaan baik dan mencukupi
(Not Required) (Good quality and condition)
• Sederhana (Functional)
• Ringkas (Simple)
Meja
5.4.8
(Table)
Tidak perlu disediakan
Sekurang-kurangnya 1 jenis meja Sekurang-kurangnya 3 jenis meja Lebih 3 jenis meja
• Ada (Not Required)
• Tiada (Nil)
 KRITERIA HOTEL BANDAR (CITY HOTEL)
Bil KEMUDAHAN BANKUET/BILIK KERAIAN/BILIK MESYUARAT 1 2 3 4 5
(BANQUET / FUNCTION ROOM / MEETING ROOM)
Jenis
Kerusibilik
Banquet Tidak perlu disediakan Dalam keadaan baik dan mencukupi
5.4.9 (Type of Rooms)
(Banquet Chair) (Not Required) (Good quality and condition)

Meja Kopi Tidak perlu disediakan Dalam keadaan baik dan mencukupi
5.4.10
(Coffee Table) (Not Required) (Good quality and condition)

5.4.11
Alas meja Tidak perlu disediakan Bilik mesyuaratDalam keadaan/ baik dan mencukupi
/ Bilik keraian
(Table Cloth) (Not Required) (Good
Bilik persidangan muat quality
untuk 20- andBilikcondition)
mesyuarat / Bilik keraian / Bilik persidangan , bilik menunggu dan
Bilik perbincangan muat untuk 10-
Tidak perlu disediakan 100 orang ballroom dengan kemudahan yang lengkap disediakan
Sofa tetamu kenamaan Tidak perlu disediakan
20 orang Dalam keadaan baik dan mencukupi
5.4.12 (Not Required) (meeting room / function room / (meeting room / function room / conference room, holding room and
(VIP Sofa) (Notroom
(Discussion Required)
for 10-20 pax) (Good quality and condition)
conference room accommodate ballroom with complete facilities and services to be provided)
Rostrum Tidak perlu disediakan 20-100 pax) Dalam keadaan baik dan mencukupi
5.4.13
(Rostrum) (Not Required) (Good quality and condition)

Pentas / Platform Tidak perlu disediakan Dalam keadaan baik dan mencukupi
5.4.14
(Stage / Platform) (Not Required) (Good quality and condition)
Backdrop
5.4.15
(Backdrop)
Konvensional Elektronik
• Media Wall / Electronic (Conventional) (Media Wall)
• Backdrop Conventional
Tirai meja Tidak perlu disediakan Dalam keadaan baik dan mencukupi
5.4.16
(Skirting) (Not Required) (Good quality and condition)

Karpet merah Tidak perlu disediakan Perlu disediakan

5.4.17
Red Carpet (depends on VVIP) (Not Required) (To be available)

Alat tulis Tidak perlu disediakan Ada disediakan dan mencukupi

5.4.18
(Stationeries) (Not Required) (To be available and sufficient)

Papan tanda diletakkan di tempat strategik Tidak perlu disediakan Ada dipamerkan dengan jelas
5.4.19
(Signage) (Not Required) (To be clearly displayed)

Makanan Ringan Tidak perlu disediakan Perlu disediakan

5.4.20
(Tidbits) (Not Required) (To be available)

Foyer untuk minum pagi / minum petang Tidak perlu disediakan Perlu disediakan
5.4.21
(Foyer for Tea Break) (Not Required) (To be available)

Kopi dan Teh Tidak perlu disediakan Disediakan atas permintaan

5.4.22
(Running Coffee & Tea) (Not Required) (To be provided upon request)

Troli Tidak perlu disediakan Perlu disediakan

5.4.23
(Trolley) (Not Required) (To be available)

Bilik Persalinan Tidak perlu disediakan Perlu disediakan

5.4.24
(Changing Room) (Not Required) (To be available)

Bilik Stor Tidak perlu disediakan Perlu disediakan

5.4.25
(Store Room) (Not Required) (To be available)

Surau Tidak perlu disediakan Surau dengan kemudahan berwuduk disediakan

5.4.26
(Prayer Room) (Not Required) (Prayer room with to be provided)

Bilik persediaan Perlu disediakan

Tidak perlu disediakan
5.4.27 (Preparation room) (To be available)
(Not Required)
*backlane - clearance cutleries before, during and after function
 KRITERIA HOTEL BANDAR (CITY HOTEL)
Bil KEMUDAHAN BANKUET/BILIK KERAIAN/BILIK MESYUARAT 1 2 3 4 5
(BANQUET / FUNCTION ROOM / MEETING ROOM)
Jenis bilik
F&B Linen
5.4.28
(Type of Rooms)
Napkin/Serviet
a)
(Napkin/Serviette)
• Mewah (Luxury)
Tidak perlu disediakan Napkin/Serviet yang bersih dan mencukupi disediakan
• Sederhana (Functional) (Not Required) Bilik mesyuarat / Bilik keraian /
(Adequate and clean napkin/serviett to be provided)
Bilik persidangan muat untuk 20- Bilik mesyuarat / Bilik keraian / Bilik persidangan , bilik menunggu dan
• Ringkas (Simple) Bilik perbincangan muat untuk 10-
Tidak perlu disediakan 100 orang ballroom dengan kemudahan yang lengkap disediakan
20 orang
(Not Required) (meeting room / function room / (meeting room / function room / conference room, holding room and
• Tiada (Nil) (Discussion room for 10-20 pax)
conference room accommodate ballroom with complete facilities and services to be provided)
Sarung Kerusi Banquet 20-100 pax)
b)
(Banquet cover chair)

• Mewah (Luxury)
Tidak perlu disediakan Sarung kerusi yang bersih dan mencukupi disediakan
• Sederhana (Functional) (Not Required) (Adequate and clean banquet cover chair to be provided)

• Ringkas (Simple)

• Tiada (Nil)
Alas meja
c)
(Table Cloth)

• Mewah (Luxury)
Tidak perlu disediakan Alas meja yang bersih dan mencukupi disediakan
• Sederhana (Functional) (Not Required) (Adequate and clean table cloth to be provided)

• Ringkas (Simple)

• Tiada (Nil)
Pelapik Pinggan/Cawan
d)
(Place Mat )

• Mewah (Luxury)
Tidak perlu disediakan Pelapik pinggan yang bersih dan mencukupi disediakan
• Sederhana (Functional) (Not Required) (Adequate and clean place mate to be provided)

• Ringkas (Simple)
• Tiada (Nil)
Pakaian Seragam Menyediakan sekurang-kurangnya dua (2) set Pakaian Seragam
5.4.29
(Uniform) (Provide at least two (2) set of uniforms)
Kekemasan pakaian seragam
5.4.30
(Tidiness Staff)
Berpakaian kemas Kakitangan berpakaian kemas
•
(Properly Attired) (Staff smartly attired)
Tidak berpakaian kemas
•
(Not Properly Attired)
Keterampilan dan Kebersihan Kakitangan
5.4.31
(Staff Grooming and Cleanliness)
Kakitangan berpakaian kemas, rambut kemas,solekan yang bersesuaian, kuku bersih dan kemas, tiada bau badan dan lain-lain
• Terampil (Staff tidily dressed, well groomed and particular attention given to personal hygiene)
• Tidak kemas / Selekeh
 PERKHIDMATAN TEMPAHAN MAKANAN DI BILIK (1%)
5.5.0
(IN ROOM DINING SERVICE)

KRITERIA HOTEL BANDAR (CITY HOTEL)

Bil PERKHIDMATAN TEMPAHAN MAKANAN DI BILIK 1 2 3 4 5
(IN ROOM DINING SERVICE)
Perkhidmatan Tempahan Makanan di Bilik Tidak perlu disediakan
5.5.1
(In Room Dining Service)
(Not Required) Perlu disediakan
• Perlu disediakan (To be provided) *markah tambahan sekiranya perkhidmatan disediakan (To be provided)
*extra marks if service provided
• Tidak perlu disediakan (Not Compulsory)
Kelengkapan Perkhidmatan Tempahan Makanan di Bilik
5.5.2
(In Room Dining Serveware)
Pemanas Makanan
a)
(Food warmer)
• Ada
• Tiada
Kaedah makanan dihantar
b)
(Delivery Method)
• Troli (Trolley)
• Dulang (Tray)
Serviet
c) Tidak perlu disediakan
(Serviette)
(Not Required) Perlu disediakan
• Napkin (Napkin) *markah tambahan sekiranya disediakan (To be provided)
• Napkin Kertas (Paper Napkin) *extra marks if facilities provided
Kutleri
d)
(Cutleries)
• Mewah (Luxury)
• Sederhana (Functional)
• Ringkas (Simple)
Barangan Kaca
e)
(Glassware)
• Mewah (Luxury)
• Sederhana (Functional)
• Ringkas (Simple)
 PENGURUSAN SUMBER MANUSIA (10%)
6.00
(HUMAN RESOURCE MANAGEMENT)

KEBAJIKAN KAKITANGAN (6%)

6.1.0
(STAFF WELFARE)

KRITERIA HOTEL BANDAR (CITY HOTEL )

BIL KEBAJIKAN KAKITANGAN 1 2 3 4 5
(STAFF WELFARE)
Bilangan Kakitangan Mencukupi Bilangan kakitangan bersesuaian dengan jumlah bilik penginapan
6.1.1
(Sufficient Number of Staff) (Adequate number of staff in accordance with hotel rooms)
• Nisbah Kakitangan
(Staff Ratio)
*Bilangan kakitangan / bilik penginapan
1 : 0.3 1:0.5 1:0.7 1:1
Contoh :
150 kakitangan / 300 bilik
= 1 : 0.5
Pakaian Seragam
6.1.2
(Uniform )
Menyediakan sekurang-kurangnya dua (2) set Pakaian Seragam
• Ada disediakan (Provide at least two (2) set of uniforms)
• Tidak disediakan
Mengamalkan Gaji Minima Gaji minima mematuhi dasar semasa
6.1.3
(Minimum Salary) (The minimum salary must be in accordance with the laws)
Latihan untuk Kakitangan Semua kakitangan perlu diberikan latihan asas dan
6.1.4
(Staff Training) Semua kakitangan perlu diberikan latihan asas berterusan
• Pekerja baru (New Staff ) (All staff must be appropriately trained with certification) (All staff must be appropriately trained and must
Pekerja lama (Senior Staff) receive continuous training with certification)
•
Pecahan Pengambilan Pegawai Dagang
6.1.5
(Number of Expatriate)
• 100% Malaysia
Pengambilan Pegawai Dagang mematuhi dasar semasa
• 95% Malaysia (Expatriate employement must be accordance with the laws)
• 90 % Malaysia
• 89 % < Malaysia
 KRITERIA HOTEL BANDAR (CITY HOTEL )
BIL KEBAJIKAN KAKITANGAN 1 2 3 4 5
(STAFF WELFARE)
BilanganAsing
Pekerja Kakitangan Mencukupi Bilangan kakitangan bersesuaian dengan jumlah bilik penginapan
6.1.6 (SufficientWorker)
Number of Staff) (Adequate number of staff in accordance with hotel rooms)
(Foreign
5 Bintang (10 bilik= 1 pekerja)
•
5 Star ( 10 Rooms = 1 Staff )
4 Bintang (10 bilik= 1 pekerja)
•
4 Star (10 Rooms = 1 Staff) Penggajian pekerja asing mematuhi dasar semasa
3 Bintang (12 bilik= 1 pekerja) (Foreign worker employement must be accordance with the laws)
•
3 star (12 Rooms = 1 Staff )
2 Bintang (12 bilik= 1 pekerja)
•
2 Star (12 Rooms = 1 Staff )
1 Bintang (12 bilik= 1 pekerja)
•
1 Star (12 Rooms = 1 Staff)
Pelajar Latihan Industri
6.1.7
(Internship Students)
Hotel yang mengambil pelajar tempatan
• Hanya hotel bertaraf 3 Bintang ke atas layak layak Hotel digalakkan mengambil pelajar tempatan. Sekiranya mengambil pelajar asing
(Local Internship Students)
mengambil pelajar asing bagi program latihan industri perlu mematuhi dasar semasa.
Hotel yang ambil pelajar asing dan mematuhi dasar sedia ada
(Only 3-5 star hotel eligible for foreign internship (Encouraged to take local students for the internship program. For foreign
• (Foreign Internship Students must be accordance with the
student) internship student hotel must adhere to the current policy)
guidelines)
Pelanggaran dasar sedia ada
•
(Collision the current Guidelines)
Pekerja Sambilan
6.1.8
(Staff Part Time)
Pekerja asing tidak dibenarkan bekerja sebagai partime walaubagaimanapun students oversea dibenarkan dengan kelulusan IPTA/IPTS
Warganegara Malaysia / Tiada pekerja sambilan masing-masing
•
(Malaysian / no part time staff) (Foreigner are not allowed to work as part time worker, however foreign students with the approval from the universities / colleges will be
Bukan warganegara Malaysia allowed)
•
(Non Malaysian )
Perlindungan Perubatan Kemudahan pelindungan perubatan seperti klinik panel disediakan
6.1.9
(Medical Coverage) (Medical coverage such as panel clinic to be available)
Bonus Kakitangan diberikan bonus sekurang-kurangnya sekali setahun
6.1.10
(Bonus) (Bonus at least once a year)
Pihak pengurusan mengambil inisiatif untuk mengiktiraf sumbangan pekerja seperti pekerja contoh, appraisal peformance, bonus dan lain-
Pengiktirafan
6.1.11 lain
(Recognition)
(Initiative to recognize the contributions of workers as excellent staff award, peformance appraisal, bonus etc.)
Maklumat integriti dipamerkan di ruang awam. Sebagai contoh saving energy reminder, participate dalam earth hour programme, green
Program kesedaran / Integriti
6.1.12 card dan lain-lain
(Integrity Programme)
(Information on integriti such as energy saving reminder, earth hour programme, green card etc to be displayed at public area)
 KEMUDAHAN STAF (3%)
6.2.0
(STAFF FACILITIES)

KRITERIA HOTEL BANDAR (CITY HOTEL)

BIL 1 2 3 4 5
KEMUDAHAN STAF (STAFF FACILITIES)

Pantri / Kantin / Kafeteria Pantri Kakitangan yang bersih perlu disediakan Kafeteria Kakitangan yang bersih/ kupon makan perlu disediakan
6.2.1
(Pantry / Canteen / Cafeteria) (Clean Staff Pantry to be provided) (Clean Staff Cafeteria to be provided)

Loker barang / Tempat Penyalinan Pakaian Loker Barang / Tempat Penyalinan Pakaian berasingan bagi lelaki dan perempuan disediakan
6.2.2
(Locker / Changing Room) (Separate locker / changing room for male and female to be provided)

Kawasan merokok Ruangan merokok disediakan

6.2.3
(Smoking Area) (Smoking area provided)

Surau Boleh berkongsi dengan surau tetamu Surau berasingan disediakan untuk kakitangan
6.2.4
(Prayer Room) (Common prayer room provided) (Separate prayer room to be provided)
Tempat letak kenderaan untuk kakitangan
Tempat Letak Kenderaan Tidak perlu disediakan
6.2.5 disediakan
(Parking) (Not Required)
(Parking provided)
Dobi pakaian seragam Tidak perlu disediakan Dobi Pakaian Seragam untuk semua kakitangan perlu disediakan
6.2.6
(Uniform Laundry) (Not Required) (Uniform Laundry to be provided)

Kemudahan penginapan kakitangan Hotel yang menyediakan hostel/elaun hostel/penginapan akan mendapat tambahan markah
6.2.7
(Hostel) (Extra marks if the facilities provided to the staff)

Kemudahan Pengangkutan Hotel yang menyediakan pengangkutan/elaun pengangkutan akan mendapat tambahan markah
6.2.8
(Transportation) (Extra marks if the facilities provided to the staff)

TANGGUNGJAWAB SOSIAL KORPORAT (1%)

6.3.0
(Corporate Social Responsibility - CSR)

KRITERIA HOTEL BANDAR (CITY HOTEL)

BIL 1 2 3 4 5
Corporate Social Responsibility (CSR)

Tanggungjawab Sosial Korporat Nyatakan program yang dijalankan di peringkat komuniti sekiranya ada
6.3.1
Corporate Social Responsibility (CSR) (List of programmes or activities collaboration with the community and local organizations)
 ADUAN (4%)
7.00
(COMPLAINTS)

KRITERIA HOTEL BANDAR (CITY HOTEL)

BIL 1 2 3 4 5
ADUAN (COMPLAINTS)
MEDIUM ADUAN (2%)
7.1.0
(COMPLAINTS MEDIUM)
Nyatakan Medium Aduan yang ditawarkan oleh
Pantau dan respon aduan melalui media sosial, cetak, elektronik seperti Trip Advisor, Agoda, Trivago, Hotel.com dll
7.1.1 pihak hotel
(Complaints monitoring and respond via social media, print, electronic, such as Trip Advisor, Agoda Trivago, Hotel.com etc.)
(List of Complaint Medium provided by the hotel)
RESPON ADUAN (1%)
7.2.0
(COMPLAINTS HANDLING)
Tindakbalas Terhadap Aduan
7.2.1
(Effective handling on complaints)
Tempoh masa maklumbalas pihak hotel kepada pengadu terhadap aduan
• 24 jam (24 hours) ( Feedback on complaints)
• 1-3 hari (1-3 days)
• 4-7 hari (4-7 days)
NOTA PENGHARGAAN (1%)
7.3.0
(APPRECIATION NOTE)

Nota Penghargaan kepada tetamu hotel Pihak hotel memberi Nota Penghargaan kepada tetamu hotel
7.3.1
(Appreciation Note to hotel guest) (Appreciation Note to be provided to hotel guest)
 KEMUDAHAN TETAMU (7%)
8.00
(GUEST FACILITIES)

KRITERIA HOTEL BANDAR (CITY HOTEL)

BIL 1 2 3 4 5
KEMUDAHAN TETAMU (GUEST FACILITIES)
Kolam Renang
8.1
(Swimming Pool)
Menyediakan Kolam Renang berasingan untuk dewasa dan kanak-
a) Dewasa (Adult) Tidak perlu disediakan
kanak
(Not Required)
b) Kanak-kanak (Children) (Swimming pool for adult and children)
c) Tiada (Nil)
Bilik persalinan Tidak perlu disediakan. Perlu disediakan sekiranya mempunyai kolam renang Perlu disediakan
8.2
(Changing Room) (Not Compulsory, to be provided for hotel that have swimming pool) (To be provided)

Pengawal kolam renang berkelayakan Perlu disediakan sekiranya mempunyai kolam renang yang mempunyai kedalaman 4.5 kaki ke atas
8.3
(Qualified Life Guard) (Swimming pool is attended by qualified life guard for pools (more than 4.5 ft) and pool attendant for shallow pool)

Peraturan kolam renang Perlu disediakan sekiranya mempunyai Kolam Renang seperti peraturan pakaian, papan tanda keselamatan, waktu operasi dan tanda larangan
8.4
(Swimming Pool Regulation) (Swimming pool regulation to be provided - Attire Signage, Warning Signage, Operational Hours, Do & Don't dll.)
Perlu disediakan
Gimnasium Tidak perlu disediakan
8.5 termasuk water dispenser dan tuala
(Gymnasium) (Not Required)
(Gym facilities to be provided )
Jurulatih Gimnasium yang berkelayakan Perlu disediakan sekiranya mempunyai gimnasium
8.6
(Qualified Gymnasium Instructor) (To be provided for hotel that have gymnasium)

Peraturan Gimnasium Perlu disediakan sekiranya mempunyai gimnasium seperti peraturan pakaian, papan tanda keselamatan, waktu operasi dan tanda larangan
8.7
(Gymnasium Regulation) (Gymnasium Regulation to be provided - Attire Signage, Operational Hours, Do & Don't dll.)

Spa / Sauna Tidak perlu disediakan Perlu disediakan

8.8
(Spa / Sauna) (Not Required) (To be provided)

Peraturan Sauna Perlu disediakan sekiranya mempunyai sauna seperti peraturan pakaian, papan tanda keselamatan, waktu operasi dan tanda larangan
8.9
(Sauna Regulation) (Sauna Regulation to be provided - Attire Signage, Operational Hours, Do & Don't dll)

Kedai barangan keperluan Tidak perlu disediakan sekiranya terdapat kedai berdekatan yang beroperasi 24 jam
8.10
(Convenience Store) (Not compulsory for hotel adjacent to 24 hours convenience store)

Perlu disediakan dengan kemudahan lengkap dan berfungsi

Business Centre Tidak perlu disediakan
8.11 (Business centre services or a dedicated Business Centre facility
(Business Centre) (Not Required)
to be provided)
 KESELAMATAN (3%)
9.00
(SECURITY)

KRITERIA HOTEL BANDAR (CITY HOTEL)

BIL 1 2 3 4 5
KESELAMATAN (SECURITY)
CCTV Pemantauan keselamatan dan CCTV yang mencukupi di kawasan-kawasan umum termasuk kawasan tempat letak kenderaan.
9.1
(CCTV) (Adequate safety monitoring device (CCTV) at citical area, common areas including parking area to be provided)
Pengawal Keselamatan Pengawal Keselamatan yang berkelayakan, berpengalaman serta mencukupi.
9.2
(Security Staff) (Adequate Security Staff must be provided)
Pakaian Seragam Menyediakan sekurang-kurangnya dua set pakaian Seragam
9.3
(Uniform provided) (Provide at least two (2) set of uniforms)
Pasukan Tindakan Kecemasan Menyediakan Pasukan Tindakan Kecemasan yang bertauliah.
9.4
(Emergency Respond Team - ERT) (Qualified Emergency Respond Team must be provided)
Pintu Kecemasan
9.5
(Emergency Exit)
Alat Pemadam Api
9.6
(Fire Extinguisher)
Sistem Semburan Air
9.7
(Water Sprinkler)
Lif BOMBA
9.8 Kemudahan dan peralatan BOMBA yang disediakan adalah mencukupi dan berfungsi dengan baik serta mengikut spesifikasi dan
(Bomba Lift )
keperluan BOMBA
Hos BOMBA (Adequate fire-fighting facilities and equipment provided must be in accordance with BOMBA requirements)
9.9
(BOMBA Hose)
Pili BOMBA
9.10
(Water Hydrants)
Pintu Rintangan Api
9.11
(Fire Door)
Alat Pengesan Asap
9.12
(Smoke Detector)
 ICT (2%)
10.00
(ICT)

KRITERIA HOTEL BANDAR (CITY HOTEL)

BIL 1 2 3 4 5
ICT (ICT)
Sistem Tempahan Bilik Sistem tempahan bilik yang mudah dan cepat
10.1
(Reservation System) (Ability to make a prompt and effective reservation)

Tempahan secara atas talian Hotel menawarkan tempahan secara atas talian melalui laman web hotel atau pautan web lain seperti TriVago, Agoda, Hotels.com dan lain-lain
10.2
(Online Booking) (There should be an easy and efficient online booking service provided by official website or other website such as TriVago, Agoda, Hotels.com etc. )
10.3 Rekod Maklumat Tetamu Hotel
(Database for return customer)
• Berkomputer (Computerize) Rekod maklumat pelanggan disimpan secara manual Rekod maklumat pelanggan disimpan dalam sistem komputer
(Database for return customer recorded manually) (Database for return customer recorded computerize)
• Manual (Manual)
• Tiada (Nil)
Pembayaran secara atas talian Perkhidmatan pembayaran secara atas talian melalui perbankan internet, FPX, dan lain-lain
10.4
(Online Payment) (Online payment to be provided via internet banking, FPX etc.)
Pemasaran atas talian melalui laman web Pemasaran atas talian melalui laman web hotel atau media sosial seperti facebook, Instagram, twitter dan lain-lain
10.5
(Online marketing) (Online marketing by hotel official website or social media such as facebook, Instagram, twitter etc)
Sistem dobi atas talian Hotel yang merekodkan perkhidmatan dobi secara atas talian
10.6
(Online Laundry / Linen System) (Online laundry service record)
 KEISTIMEWAAN HOTEL (2%)
11.00
(SPECIAL FEATURES)

KRITERIA HOTEL BANDAR (CITY HOTEL)

BIL 1 2 3 4 5
KEISTIMEWAAN HOTEL (SPECIAL FEATURES )
Taman Tema Air
11.1
(Waterpark)
Taman Tema
11.2
(Themepark)
Zon Kanak-kanak
11.3
(Kid Zone)
Taman (Taman Orkid, Taman Rama-rama, Taman burung)
11.4
Garden (Orkid Garden, Butterfly Farm, Bird Farm dll.)
Galeri Seni
11.5
(Art Gallery)
Perpustakaan
11.6
(Library)
Dobi Layan Diri
11.7
(Self-Laundry Room)
Kedai barangan berjenama
11.8 Tambahan markah sekiranya hotel mempunyai keistimewaan tersendiri
(High-end Store)
yang di tawarkan kepada tetamu hotel
Kedai Dandanan Rambut (Extra marks if hotels has their own specialty that offered to hotel guests)
11.9
(Hair Salon)
Kawasan Wanita
11.10
(Ladies Floor)
Bistro
11.11
(Bistro)
Bilik Karaoke
11.12
(Karaoke Room)
Kemudahan Sukan dan Rekreasi
11.13
(Sport Recreation)
Mesra Tetamu Hotel Muslim
11.14
(Muslim friendly)
 KRITERIA HOTEL BANDAR (CITY HOTEL)
BIL 1 2 3 4 5
KEISTIMEWAAN HOTEL (SPECIAL FEATURES )
Kolam Renang Air Panas
11.15
(Heated Pool)
Nyatakan ciri-ciri keistimewaan hotel
11.16
(Please specify Special Features in the hotel)

Tambahan markah sekiranya hotel mempunyai keistimewaan tersendiri

yang di tawarkan kepada tetamu hotel
(Extra marks if hotels has their own specialty that offered to hotel guests)