1. RULES AND REGULATIONS ON QUALITY LABELS FOR HOTELS Ministry of Tourism, 2012

2. The Rules and regulations on quality label for hotels is a document based on the Hospitality Act The aim and objective of this new soft law document is to provide means of achieving market recognizability by awarding hotels which have set parameters for quality measurement of their services and products, allowing them to manage their quality This document is a professional tool and can answer the questions: “What represents quality of service in hotel business?” Ministry of Tourism, 2012

3. Quality label is voluntary and is awarded upon hotel‘s request and has to be re-checked every three years. The request is checked by a Committee established by the Ministry of Tourism and finding of a Mystery Guest. Mystery Guest:  Evaluates and grades the quality of services in a hotel, based on his/her professional expertise and prescribed standards, spending- without prior announcement- at least 24 hours in the facility.  Before, during nor after his/her visit to the hotel, the Mystery Guests must not disclose the purpose of his/her visit.  Submits his/her report to the Ministry of Tourism on the audit executed and presents his/her opinion.  Mystery Guests can be one or more. They are nominated by the Minister of Tourism: 1. from the Ministry staff or 2. from the pool of renowned experts with university degree and adequate work experience in hotel industry. Ministry of Tourism, 2012

4. Rules and Regulations will allow the hotel industry to publicly display the Quality label which will, hopefully, gain its market value. According to this document, the Quality Label can be assigned to 3*, 4* and 5* hotels that will satisfy the prescribed standards in a higher number of elements and achieve desirable quality of services at a higher level than prescribed in classification process Minist ry of Tourism, 2012

5. The document is structured in 9 chapters covering different areas of hotel quality, which are: Chapter I –Statement by top management by which they confirm their strategic commitment, promotion and continuous improvement of quality.  Management must submit evidence of its commitment to development, promotion and continuous improvement of quality.  The statement must, for example, give a reply to the following: How well informed are the employees about quality? What is the level of investment into education of staff? Are guest satisfaction surveys carried out? What is their attitude towards environment? Chapter II - Environmental protection as an extremely important aspect in line with modern trends in tourism (“green hotels”).  Management must submit evidence of their continuous care of the environment or managing it Ministry of Tourism, 2012

6. Chapter III – Safety and Security, conditions by which this document prescribes additional requirements of modern market.  Management must provide evidence that they take care of guest and employee safety and security, which includes various aspects such as :food transportation, reception, storage, preparation and service. Chapter IV – Standards higher than those prescribed for the specific category in the classification procedure.  Should a hotel have a “surplus of quality” as compared to the minimum standards prescribed in the classification standards for a specific category, this is the way to award such a hotel. Minist ry of Tourism, 2012

7. Chapter V – Quality of equipment and appliances, hotel must test its equipment by which the quality of its equipment would be confirmed.  After testing of its equipment by certified and accredited companies a hotel can obtain a document proving the fulfilment of standards required for the specific hotel category.. Chapter VI – M anual s are the alphabet in any serious individual hotel business as well as in hotel chains which allow for systematic and organized completion of tasks of each and every member of hotel staff.  “ What is not laid down in writing, does not exist ”. The written instructions and procedure should make the performing of everyday jobs easier to the employees.

8. Chapter VII – Survey on employees satisfaction is a precondition of any human resources policy in any company, including hotels.  Employees satisfaction is precondition of a high level of quality Chapter VIII - Survey on guest satisfaction is one of the market indicators in which the guests is the ultimate arbiter and benchmark.  There is still a prejudice towards complaints as something bad. Lately complaints are more and more systematically processed with the aim of improving quality. Hoteliers have understood the value of complaints and even encourage guests to express their dissatisfaction, aiming at correction of mistakes. Minist ry of Tourism, 2012

9. Chapter IX - Cooperation with local community as an attempt to encourage hoteliers to cooperate within their (social) context as well as partaking in the destination management together with other stakeholders.  Aspect of cooperation with the local community: 1. Managing the local tourist destination ; 2. Education ; 3. Heritage ; 4. Enivronmental protection and health issues ; 5. O ther. Ministry of Tourism, 2012

10. The Rules and regulations have been successfully tested as a pilot project in the three following hotels Le Meriden Lav - Podstrana, Monte Mulini -Rovinj, Valamar Lacroma Dubrovnik - Dubrovnik We are certain that other successful hotels will apply for the voluntary quality label. NB : According to the current Regulation on classification and categorization of hotels, all hotels can apply for and obtain four(4) out of 17 existing voluntary labels: BUSINESS MEETINGS, CONGRESS CLUB, CASINO, HOLIDAY RESORT, COASTLINE HOLIDAY RESORT FAMILY SMALL & FRIENDLY SENIOR CITIZEN S, HEALTH & FITNESS, SPA, WELLNESS, DIVING CLUB, MOTEL, SKI, FOR PEOPLE WITH DISABILITIES. Minist ry of Tourism, 2012

11. Thank you for your attention! Minist ry of Tourism, 2012