|by Harry Nobles, February 1999
|1 Diamond properties meet
all basic Listing Requirements and are clean and well maintained.
2 Diamond properties
show noticeable enhancements in room decor and quality of furnishings.
3 Diamond properties
display a marked upgrade in physical attributes, services, and comfort.
Additional amenities, services, and facilities may be offered.
4 Diamond properties reflect
an exceptional degree of hospitality, service, and attention to detail,
while offering upscale facilities and a variety of amenities.
5 Diamond properties
exemplify an impeccable standard of excellence while exceeding guest expectations
in hospitality and service. These renowned properties are both striking
and luxurious, offering many extra amenities.
What does all this really mean? In simple terms, the 1, 2, and
3 Diamond rated establishments offer clean, well maintained, and well managed
accommodations in a safe and secure environment. The primary focus
is on the physical facilities. Service is expected to be hospitable
and professional, but may be limited in scope.
At the 4 and 5 Diamond level, the emphasis on service is much more intensified.
While the rating process still looks very critically at the decor, furnishings,
and other physical attributes, there is great emphasis on the scope and
quality of services offered. Prior to earning the 4 Diamond award,
the property undergoes a thorough and rigorous anonymous overnight visit
to assess the services offered.
In my experience, the quality of services provided, and the consistency
of delivery were sometimes the deciding factor between a 3 and 4
We often speak of the atmosphere and ambience one experiences
at a fine hotel or restaurant; what are the components that make up
these nebulous attributes? I believe that atmosphere and ambience
are the result of consistently superior service delivery and the
personalized attention to detail by a professional staff. In
short, service can make the difference.