Modernizin

g Lebanon’s
Classificatio
n System

Prepared for the National

Tourism Council of Lebanon
April 2000 and the Ministry of Tourism
 Meeting Overview

Introduction

Proposed
Meeting Overview

Background Proposed Proposed

Approach: Implementation
and Approach: Approach:
Tourist
Analysis General Hotels
Residences

Discussion

SRI International
 Why This Study?

Revealed need by tourism industry (interviews,

General Need cluster group, conferences, etc.)

New hotels want to be classified according to

Current Urgency
Introduction

international standards.

Domestic hotels want guidelines for how to

improve facilities to compete with new
international hotels and/or how to reposition
themselves in the market.

Upcoming European loan for hotel reconstruction--

hotels want to know type of facilities to include.

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 Study Process

Revealed Need 1/99-10/99

Int’l Practices / Trends Research 11/99-1/00

Initial Presentations, Consultations

Revealed need 1/00
Introduction

with Ministry, Council, Private Sector

Proposal Drafted 1/00-2/00

Proposal Reviewed 2/00-4/00

Revisions / Adoption Current

Implementation 4/00-

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 Meeting Overview

Introduction

Proposed
Meeting Overview

Background Proposed Proposed

Approach: Implementation
and Approach: Approach:
Tourist
Analysis General Hotels
Residences

Discussion

SRI International
 Purpose of Classification Systems

Informational Developmental

(focus on consumers) (focus on developers)

• Helps make comparisons • High standards encourage
between different hotels owners/managers to
Background and Analysis

maintain and improve their

• Gives tourists (particularly properties (low standards
first-time visitors) idea of = low quality product)
accommodations to expect
• Helps owners/managers
• Used by travel maintain pulse on market
agencies/operators to trends
identify and market
lodgings to consumers
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 Classification Types
Infrastructure
Traditional systems, prevalent
Where in developing countries
What Mostly infrastructure features
Background and Analysis
How “Objective” criteria
Five star hotels requirements:
- 200+ rooms
Example - 3 pools
- lobbies of certain size
- easy to inspect
Benefits - helps guide investment decisions
- favors large, international hotels
Does not encourage property
Drawbacks maintenance, not focused on
customer preferences
Service/Quality
Started in Europe, more prevalent
world-wide
Quality of infrastructure, type of services
“Objective” and “subjective” criteria
Objective: availability of 24-hour room service
Subjective: quality of bedroom furniture, front-
entrance maintenance
-highlights high-quality, smaller establishments
-keeps high quality product
-helps customer satisfaction
Subjective criteria harder to evaluate
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 Trends in Classification Systems

Move to Quality Private/Public Partnerships

Standards • Quality evaluations
• Market research reveals require deeper industry
customer association of knowledge --evaluators
class with quality more consultants, not
Background and Analysis

than with amenities policemen

• Help improve and • Government helps set
promote quality rules, knowledgeable
independent hotels private consultants
(chains do not need as evaluate -- more
much promotion) responsive to industry
• Help spread knowledge trends
about service standards
among non-chain hotels

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 How Does Current System Work?
Confusing Categories
- Many categories, not responsive to
industry developments - hotel de
residence vs. furnished apartments
- Categories unique to Lebanon -
don’t serve tourist informational
Background and Analysis
purpose
Problems
Over Specificity of Rules
- Too specific, burdensome, deprive
originality
- Broader rules adjust for style and
taste
“Over Classification”
- Food/drink establishments, pools,
campgrounds, not generally classified
- Don’t serve tourist purpose
- Attention diverted from
hotels/apartments (95% of lodging)
Confusing Rating System
- International, 4-star A, 4-star B, 3-star A
very confusing
- Most recognized system is standard 5-star
system
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 Meeting Overview

Introduction

Proposed
Meeting Overview

Background Proposed Proposed

Approach: Implementation
and Approach: Approach:
Tourist
Analysis General Hotels
Residences

Discussion

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 Proposed Approach

Lodging: Focus on Food/Beverage:Discontinue

Hotels/Furnished Apartments Classification

• 95% of all lodging offerings, • Hygiene/security, by other

others combine for less than agencies
Proposed Approach: General

10 units
• Tourists not guided by
• Hotels used by first-time ratings -- “walk-in” method
visitors, most important
• Expense fraction of hotels’,
• In Lebanon, furnished “bad experience” not
apartments also important produce same effects

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 Structural Characteristics

Both Infrastructure and Service / Private Inspection Government

Quality Criteria Team Involvement in
Setting of Standards
Service /Quality:
Maintains high
Will help Lebanese compete on Credibility of
standards, keeps
service, its strength system depends
industry good in
on inspectors’
Proposed Approach: General

Will highlight smaller, independent, mind

industry
quality hotels knowledge Tradition of
Infrastructure: government
Outsourcing to a
involvement in
Will guide development of numerous single
Lebanon
hotels being built/reconstructed organization,fees
collected Jointly updates
Will encourage investment by ones standards with
that are not doing it Strong private
private sector
sector support
Will help hotels find their new niches,
in new hotel market
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 Proposed Typology

Tourist Hotels: Tourist Residences:

• Incorporates “International
Hotels” & “Tourist Hotels”
• Categories simplified to 1-5
stars, no A/B
Other Lodging Types:
Proposed Approach: General
• Incorporates “Residence Hotels”
& “Furnished Apartments”--
standard term in Europe
• 1-5 stars

• Bed & Breakfast, Condominium, Cottage (Chalet), Inn (Auberge), Lodge,

Motel, Resort, Historic
- Currently not enough properties to develop unique classification
for each
- Could be classified according to their accommodations
• Boarding Houses, Equipped Camps, Youth Clubs
- Remain as currently defined
- Not worth categorizing
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 Meeting Overview

Introduction

Proposed
Meeting Overview

Background Proposed Proposed

Approach: Implementation
and Approach: Approach:
Tourist
Analysis General Hotels
Residences

Discussion

SRI International
 How System Was Developed

International Classification Standards: International Hospitality Trends:

Combination of Several Systems Evolution in Last 30 years
• Mainly: Switzerland, WTO, Scotland, Focus on bedrooms/bathrooms
France
• Also studied: England, U.S., Bahrain, Gyms/business centers
Germany, New Zealand, Mexico, Canada,
Proposed Approach: Hotels

South Africa, Spain, Syria, Jordan

Middle -Eastern Tastes: Lebanese Conditions: System Needs to

Important Market
- Large buildings, as in U.S.
- In higher categories, points for
high-end restaurants, tennis
courts, massage rooms, etc.
Fit Country
- Need for quality/infrastructure standards
- Expandable for more quality standards
- Straightforward and transparent
- Improve current value/price ratio

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 Two-Part System

Minimum Standards
Hotels must meet all of these
Standards vary by category
Infrastructure based
Proposed Approach: Hotels

General Standards
Point System, hotels collect points according to amenities above
minimal standards and quality factors.
Hotels need to score a determined number of points according to
category -- lower category hotels need less points than higher
ones.
Hotels must meet requirements under both minimum standards
and general point system to be awarded a particular rating.
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 Criteria Composition

Hotel Attention Services

Guest Leisure and Guest Accommodations
Professional Services 10%
39%
21%
Proposed Approach: Hotels

Building 30%

Adjusts to urban/rural and leisure / business hotels

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 Security

General security norms/procedures

Night service
Fire security
Security Guest protection
Employee welfare
Proposed Approach: Hotels

Price/classification posting
Comments
Security standards mostly the same for all hotel categories

5-Star 1-3-Star
Concierge Example Attendant can be
outside of door inside, reachable by
all night buzzer/phone

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 Public Areas

Front office service Phone booths

Hotel entrance Parking lots
Public Reception hall size
Areas Temperature
Bathrooms
Elevators
Proposed Approach: Hotels

Comments
All hotels need an independent entrance and a distinguishable
reception hall/service

Example: Minimum Reception Hall Area

5-Star 3-Star 1-Star

60m2 40m2 20m2

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 Guest Rooms

Number of rooms Temperature control

Room dimension
Guest Suites availability
Rooms
Handicap accessible rooms
Room arrangement
Doors
Proposed Approach: Hotels
Safe boxes/security
Habitability
Telephone
Linen replacement
Laundry service

Comments
Guest rooms are what most differentiates categories of hotels

Example: Dimension for at least 80% of single rooms

5-Star 3-Star 1-Star

20m2 + 5m2 Bathroom 11m2 + 3m2 Bathroom 9m2

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 Bathrooms

Bathrooms Arrangement
Items

Comments
Proposed Approach: Hotels

Percentage of rooms with shower and/or bath is main factor for

categorization

Example: Bathroom availability

5-Star 1-Star
3-Star
All rooms with full bath or Cold / hot water in
90% with at least
shower / WC, less than room, bathroom in
shower / WC
25% not full bath the same floor

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 Food and Drink Services

Food and Drink Breakfast service

Services Drinks service
Hotel dining

Comments
Proposed Approach: Hotels

All hotels should serve breakfast, all 5-star hotels need at least two
restaurants.

Example: Room service

5-Star 3-Star 1-Star

24/24-hour room 16/24 hour rooms service, No minimum
service, mini bar mini bar in room or vending requirements
in all rooms machine in same floor

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 Facilities Available to Guests

Facilities Leisure facilities

Available to Business center
Guests Restaurants
Bars
Meeting/conference rooms
Proposed Approach: Hotels

Comments
No requirements for 1-3 stars

4/5-Star
Fax, Telephone, 1/2/3-Star
Example:
Internet, Computer, No requirements
Business Center
Printer, Photocopier
available to guests

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 General Standards for Tourist Hotels

GENERAL STANDARDS FOR TOURIST HOTELS

Standards Possible Points Interpretation
I. BUILDING
CONDITION OF BUILDING
External appearance of building will be
View/Impression from outside: influenced by the overall maintenance
standards. Best marks should be
Proposed Approach: Hotels

Facades -1/+1/+2/+3/+4 reserved for buildings where paintwork,

windows and roof are in good state of
Balconies -1/+1/+2/+3/+4 maintenance and repair. Attractive
architectural features and decorations.
Shutters and stores -1/+1/+2/+3/+4 Clear, clean signs. Poor or negative
mark for poor maintenance, such as
Hotel entrance -1/+1/+2/+3/+4 flaking paint, illegible signs, etc.
Can receive negative points
For some things, you either get the points or you don’t
i.e. Separate elevator for staff / luggage + 2 points

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 Building

Building (30% of total points) Number of points

Condition of building 16
Lounges 14
Restaurant Halls 10
Proposed Approach: Hotels

Other Common Spaces 6

Service Elevator 2
Hotel Parking 2

Comments:
Most points based on overall look, quality and upkeep.
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 Guest Rooms and Bathrooms

Guest rooms and Bathrooms Number of points

(39% of total points)
Suites / Junior Suites 6
Room Condition and Equipment 22
Additional Room Equipment 12
Proposed Approach: Hotels

Bathroom Condition and Equipment 8

Additional Bathroom Equipment 13
Points are accumulated for offering certain items
Comments

i.e. 80% of rooms with balcony

Points accumulated based on quality factors
i.e. mattress condition
1- 4-star hotels can earn points on things 5-star do not
i.e. all rooms with bathrooms or shower / WC

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 Hotel Attention and Services

Hotel Attention and Services Number of points

(10% of total points)

Additional Services 3
Additional Catering 15
Proposed Approach: Hotels

Services refer to availability of express check-out and

evening turnover
Comments

Catering refers to quality and quantity of bars and

restaurants, live music, non-smoking sections
note: More and more guests are eating / drinking
outside of hotels, these offerings used to be more
important than today

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 Guest Leisure and Professional Services

Guest Leisure and Professional Services Number of points

(21% of total points)
Park Garden 2
Swimming Pool 4
Nursery 2
Proposed Approach: Hotels

Leisure 14
Business / Conference Facilities 8
Banquet Halls 3
Before, 5-star hotels had to have all these amenities
Comments

Proposed system allows for specialization

City hotels likely to have conference facilities, tourist
hotels likelier to have tennis courts and other leisure
facilities.
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 Minimum Required Points Per Hotel
Category

Min. Number of Points Total Possible Points

Five Stars 135 158

Four Stars 115 162
Proposed Approach: Hotels

Three Stars 100 166

Two Stars 88 171

One Star 55 173

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 Hotel Scoring Example
Points Earned
I. Building Possible Score + Points - Points
Condition of Building 16 12
Lounges 14 12
Restaurant Halls 10 8 -1
Other Common Spaces 6 6
EXAMPLE HOTEL SCORING

Service Elevator (for one-four stars) 2 2

Hotel Parking 2 2
II. Guest Rooms and Bathrooms
Suites/Junior Suites 6 6
Room Condition and Equipment 22 16 -1
Proposed Approach: Hotels

Additional Room Equipment 12 10

Bathroom Condition and Equipment 8 7
Additional Bathroom Equipment 13 12
III. Hotel Attention and Services
Additional Services 3 3
Additional Catering 15 11
IV. Guest Leisure and Professional Services
Park/Garden 2 0
Swimming Pool 4 0
Nursery 2 0
Leisure 14 6
Business/Conference Facilities 8 4
Banquet Halls 3 2
Intermediate Total 162 119 -2
Final Total 117
The final number of points (117) is sufficient for a four-star hotel.

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 Meeting Overview

Introduction

Proposed
Meeting Overview

Background Proposed Proposed

Approach: Implementation
and Approach: Approach:
Tourist
Analysis General Hotels
Residences

Discussion

SRI International
 Proposed Standards for Tourist Residences

Methodology Employed:
Same as hotels, except less models to draw from:
Switzerland, U.S., and analysis done by SCORE based on French model

International Evolution of Classification Systems:

Proposed Approach: Tourist

Importance of security norms

International Industry Trends:

Residences

Becoming more popular for business people

Middle-Eastern Tastes:
Residences often used by Gulf tourists

Lebanese Country Conditions:

An important part of lodging offering, important to classify

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 Structure of Proposed System

Same as hotels, but no quality/service criteria

Consistent with international practices: not

usually for first-time visitors
Proposed Approach: Tourist

Based on five-star system

Residences

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 Security and Building

General standards and procedures Hotel entrance

Night service Reception hall
Security Temperature
Minimal fire security rules
and Bathrooms
Building General guest protection Elevators
Employee welfare Telephone booths
Posting of prices/classification Parking lots
Proposed Approach: Tourist

Front-office service Garages

Security standards mostly same for all tourist residence

Residences

Comments
categories
Example: Elevators

5-Star 3-Star 1-Star

For buildings of more than one For more than For more than
level; separate service elevator three levels four levels
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 Apartments

Minimum size Telephone

Handicap accessibility Bathroom type and equipment
Kitchen type and equipment
Apartment equipment
Apartments Apartment cleaning
Temperature control Linen replacement
Safe boxes Laundry service
Habitability
Proposed Approach: Tourist

Comments Most important factors for category differentiation

Residences

Example: Minimum apartment size (2-person studio)

5-Star 3-Star 1-Star

25m2 15m2 9m2

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 Meeting Overview

Introduction

Proposed
Meeting Overview

Background Proposed Proposed

Approach: Implementation
and Approach: Approach:
Tourist
Analysis General Hotels
Residences

Discussion

SRI International
 Classification Process
Step 1 Builder approaches classification team for
consultation (voluntary but suggested)
Step 2 Builder formally approaches team for
classification; file is created
Step 3 Unannounced visit to property; manager is
contacted for brief informational interview on
Property characteristics; Physical evaluation is
Implementation

conducted, accompanied by manager

Step 4 Team provides manager written summary of
inspection and rating decision
Step 5 Hotels re-evaluated annually, tourist residences
every three years or upon request -- unannounced
visits

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 Reclassifying Existing Hotels/Tourist Residences

Two-year transition period, except for norms affecting

P building structures

R Five years for all new standards

O Some will necessitate new investments
Some will reposition to compete under lower category
C market
Implementation

E New standards will help guide, not cause, market

realignment process
S
New lodgings should be subject to new standards
S immediately

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 Maintaining Classification System Current

 Keep most as MOT regulation, not law or regulation subject to Council

of Ministers
Will be easier to make adjustments

 Inspecting team should have some interpreting power: Should issue a

document elaborating on interpretations to maintain system transparent

 Government, inspections team, private sector should meet once a year

to track/address developments/concerns.
Implementation

 Incorporate more qualitative criteria as domestic industry evolves --

Lebanon not yet ready for highest standards, but system is easily
expandable

 Decide whether/how to categorize other lodging types

Too early to develop norms
Some countries don’t categorize them, some use hotel standards as
basis, others develop standards specific to each property type

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