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Policies and Procedures ManualView the Table of Contents in a Word Document: Canada_Select_Manual_TOC.doc View the Policies
and Procedures Manual in a Word Document: Canada_Select_Manual.doc Canada
Select NL Policy and Procedures Manual Table of Contents 1. Overview
of The Canada Select Program 2. By-Laws 7. Processes 1. Overview of the Canada Select Program The Canada Select program is an industry driven, consumer sensitive rating program which provides the travelling public with a consistent standard of judging accommodations throughout the country. The program was developed in 1992 using consumer research to identify expectations and items of importance at various Star Levels and Categories. Canada Select is designed to assess the physical facilities and services that a property provides according to established criteria unique to each category. Presently accommodations are rated under the following Categories:
Various Boards Newfoundland
and Labrador Accommodations Rating Council (NLARC) Atlantic
Canada Tourism Grading Authority Inc. (ACTGAI) National
Canada Select Board
2. By-Laws Objectives Rate all tourists related roofed accommodations within Newfoundland and Labrador to determine if they meet a minimum one star rating according to Canada Select criteria. Assist sub-standard tourism establishments to improve and maintain a minimum one star level of quality. Provide the
public with a consistent, efficient and effective inspection/rating
process which ensures only accommodations which meet the minimum
one star Canada Select level are licensed by the Government of Newfoundland
and Labrador. Participation Participation consists of individuals, partnerships, incorporated companies and/or associations, who are inspected and eligible for licensing of tourist establishments within the province, subject to the Tourist Establishment Regulations and Act. Directors are
entitled to one vote and may vote by proxy. Board of Directors Board of Directors shall consist of two appointees from all rated tourism sectors providing roofed accommodations such as: Hotel/Motel, Bed and Breakfast/Country Inns, Cottage and Fishing and Hunting. Where appropriate, Directors are selected by their individual sector associations at their respective AGM’s from participants in good standing. Where directorships are not filled by selection from sector associations, positions may be appointed by the outgoing Board of Directors of the NLARC. The Executive Director or President of Hospitality Newfoundland and Labrador shall sit on the Board of Directors, as ex-officio non voting and, two additional directors will be appointed from the following groups by the Board of Directors; travel trade and consumer. Term of office for Board members is two years and Directors may serve two consecutive terms. A Chair and Treasurer are elected from the Board of Directors. Provincial and Federal representatives are invited to sit as ex-officio non voting members. Any Director who misses two consecutive meetings may be replaced by the Board. A minimum of four Board meetings will be held annually. Notice of Board meetings will be sent to each Director at least ten (10) days prior to the meeting. Notice sent by fax will be deemed as received. Quorum shall be 50% plus 1. The Directors shall manage the business and affairs of the Corporation. The powers of the Directors may be exercised at a meeting at which a quorum is present or by resolution in writing signed by all the Directors entitled to vote on that resolution at a meeting of the Directors.
The fiscal year terminates November 30th. The Annual General Meeting is to be held within ninety (90) days of year end. Time and place to be approved by the Board. Written notice will be sent to program participants thirty (30) days prior to the Annual General Meeting. Appointment of an auditor is approved at the Annual Meeting. Council shall present an Annual Report at the meeting consisting of a Chairperson’s report and Treasurer’s report, including a proposed budget and audited financial statement. The first quarterly meeting shall include a Treasurer’s report containing an audited statement and budget for the next fiscal year. Objects and by-laws may be amended provided a copy of the proposed amendment has been sent to the registered office of the NLARC sixty (60) days prior to the meeting. Such amendments must be sent to the participants thirty (30) days prior to the meeting. By-laws may be amended by a majority vote of those present. Quorum consists
of 50% plus 1 of those present, including Board members. Chair votes
only in the event of a tie.
3. Licensing Requirements There are certain requirements which must be fulfilled prior to an establishment receiving their Tourist Establishment License. All accommodations must provide approval from their local Town Council as well as the Fire Department. In addition, a satisfactory inspection report must be received from the NLARC. The final step is to fill out a licensing application and have it signed and sealed by a Notary Public. If there is no town council in your community, then a fire approval is all that must be submitted. These approvals should be sent to the Licensing Division, Department of Tourism, Culture and Recreation, P.O. Box 8700, St. John’s, NF A1B 4J6. It is recommended that potential new operators contact their nearest Government Service Centre (GSC) to ensure that all requirements have been met. The following is a list of GSC’s located throughout the province: St. John’s
729-3699 A fire inspection may be arranged by contacting Mr. William Pippy of the Fire Commissioner’s Office by phoning 729-3144. It is important
to note that the NLARC will not carry out an inspection if approvals
have not been received and the property must be 100% completed.
Upon completion of the inspection, the operator will receive an
invoice for services performed. This amount must be paid in full
before reports can be sent to the Department of Tourism, Culture
and Recreation for licensing purposes.
4. Rating Process The areas which are rated include guestrooms, bathrooms, public areas, kitchen/living room (if applicable), as well as restaurants/lounge and meeting rooms (if applicable). Areas which are rated include any public area to which the guest has access, as well as all recreational facilities located on the premises. On average, 10% or a minimum of 4 guestrooms are inspected during an assessment. The guestrooms to be inspected are selected according to a proportional cross-section of the various types of rooms offered by the property. It is important
to note that, if more than 25% of a property’s accommodation
units are sub- standard based on quality when compared to the other
units offered by the property, the accommodation sector is scored
on the basis of the sub-standard units only (i.e. the better units
are not included in the assessment.
Criteria
and Amenities Example: A 20 room hotel has all the criteria items listed for 2 stars and all the amenities for 3 star. The maximum final star rating based on criteria and amenities would be 2 stars as the criteria rating is the lower of the 2 ratings. Example: A Bed & Breakfast has all the criteria items for 4 star and amenities for 2 star. The maximum final star rating based on criteria and amenities would be 2 stars as the amenities rating is the lower of the 2 ratings.
A separate quality form is completed for each inspected guestroom. Each line item is scored by circling the applicable score in one of the blocks. The average quality for each bedroom is determined by adding the score for each item and dividing by the total number of line items. All average quality score sheets for the guestrooms are added together and the total is divided by the total number of guestrooms inspected. The same process is carried out for the bathrooms and public areas. Determining
The Final Star Rating Example: If the Quality Score of a property was calculated at 2.26 (2 star) and the Criteria and Amenities score was 3 star, the final star rating would be 2 stars. But, if the quality score is ½ star more than the criteria and amenities score, the final star rating would increase by ½ star. In such instances, the final star rating with a ½ star signifies that the property has excelled in the area of quality. Example: If the quality score was calculated at 3.61 and the criteria and amenities score was 2 star, the final star rating would be 2.5 stars. It is also important
to note that it must be determined as to whether or not a property
is rateable in the areas of cleanliness and state of repair prior
to awarding a star rating.
6. Unrateable Properties The star rating of a property must be calculated prior to completing the cleanliness and state of repair. Each area has its own evaluation form to calculate cleanliness and state of repair demerit points. Cleanliness and state of repair is done on each individual room. Accommodations units and public facilities are totaled separately. Deficiencies are noted in the applicable column by the appropriate line item. Each line item is awarded a weight value as well as a demerit value which are used to calculate the final cleanliness and state of repair demerit points. Each property is allowed maximum number of penalty points which are determined by category, as well as the star grade which the property falls under. These numbers are found on the Maximum Allowable Penalty Points for Cleanliness and State of Repair forms which each Rating Advisor has in their possession (see attached). If a property
is within 5 points of exceeding the maximum allowable penalty points,
a warning letter must be sent. If they exceed the maximum allowable
penalty points, then a property is found to be unrateable. If such
is the case, a star rating of 0 is awarded until such time as the
deficiencies have been sufficiently corrected.
7. Processes Complaints Appeal
Process Audit
Process
8. Cost of Rating Service The Newfoundland and Labrador Accommodations Rating Council is a non-profit organization whose sole source of income comes from the fees charged for a rating. The fees are as follows: 1 - 6 rooms
$ 150.00 plus $5.00 per room plus HST
9. Questions and Answers Q:
Is a Bed and Breakfast rated under the same criteria as a Hotel? Q:
If I pay my rating fee, do I automatically get into the Provincial
Travel Guide? Q:
Are properties rated annually? |
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