DOT taps 3rd-party assessors for new star rating system

The Department of Tourism (DOT) has commissioned third-party assessors (TPAs) to ensure global standards are met under the new star rating system for hotels and resorts in the Philippines.

Office of Tourism Standards and Regulations director Maria Rica Bueno said the DOT chose the TPAs after a rigorous application and evaluation that took more than a year. “Selected TPAs also had to undergo a series of training workshops to make sure they fully understand the guidelines, their roles as assessors, and the processes involved,” she said.

Diamond Hotel general manager and TPA Vanessa Suatengco said tourists appreciate a globally accepted star rating system because they know the value of what they pay for, and will also benefit various hotels and resorts to level with the best of the best.

“In order to be at par with our Asean neighbors, there has to be a standardized assessment of facilities and amenities among our resorts and hotels,” she said.

Joyce Alumno, another TPA, echoed the same sentiment, saying the country needs to step up its game in order to be considered a top destination globally.

“We need to benchmark ourselves to internationally recognized standards in order for us to be globally competitive. The new accreditation system of DOT provides assurance to domestic and international guests that our hotels and resorts are rated objectively vis-à-vis the best practices in the world,” she said.

Furthermore, New World Makati Hotel human resources director and TPA Geuel Felizardo Auste believes the new set of standards will set out minimum and progressive levels of facility and service quality.

“The last day of December 2015 will be the start of the Asean integration, and if we would like to globally compete, we in the industry with the help and support of DOT should be ready with our accommodation standards in keeping with international norms,” he explained.

Although the new star rating system was greeted with resistance and complaints the past months, the TPAs said they explained the value and relevance of the audit.

“We had to encourage them to feel that we are not there to find faults, but rather guide them on how to meet the level of standards set and followed worldwide. Instead of being an audit, as in the past, it had to be a consultative, partnership activity involving the TPAs, DOT representatives and hotel or resort management present,” Alumno said.

DOT’s formal classification system comprises of five levels, ranging from one to five stars, and is based on a point system focusing on service efficiency, availability, condition and quality of a specific facility. The department is set to award new star ratings to 700 hotels, resorts and other accommodations before the end of the month.

Through an independent and official seal of assurance from DOT, hotel and resort owners will also gain access to assisted skills programs, promotional support such as being included in DOT-accredited listings, technical assistance in planning, research, and development, as well as endorsement to relevant government departments for access to incentives.

DOT hopes to gain the confidence of foreign and domestic travelers who visit the country for business and leisure and raise the country’s profile in competitiveness.

According to the 2014 World Economic Forum (WEF) Travel and Tourism Competitiveness Report, the Philippines currently ranks 74th among 140 countries, up eight notches from 2013.