JUDGING CRITERIA

ACCOMMODATION 5 STAR HOTEL

  1. Booking and reservation (5%)
    1. Is the hotel well-marketed and listed in third-party booking websites?
    2. Is an online booking facility available by the hotel?
    3. Does the booking system enable customization of preferences? E.g. non-smoking room, king-sized bed, connecting room, etc.
    4. Are the rates value for money and inclusive of breakfast and / or free Wi-Fi?
  2. Check-in (5%)
    1. How efficient is the check-in system? Is there a proper queue management system in place? Is there a staff KPI linked to turnaround time on efficient check in / out?
    2. Does the hotel provide services to enhance the check-in experience? E.g. entertainment, reading materials, welcome drinks, etc.
    3. Does the reception provide information about the hotel, facilities, events, opening times of restaurants, etc. upon checking in?
    4. Is there a 'wow' factor upon entering the hotel for the first time?
    5. Is there a porter service to take luggage or accompany you to your room?
  3. Rooms (15%)
    1. How clean is the room?
    2. Is the room quiet? Are noise control measures in place and effective?
    3. How is the look and feel of the room? Is there a wow factor?
    4. Is the quality of fittings, furniture and decorations well-maintained and of good taste?
    5. Are there clear guidelines on entertainments, amenities and facilities available? Is it multi-lingual?
    6. Equipments:
      1. Are there sufficient plug points, with availability of international adapter?
      2. Is there free internet / Wi-Fi provided in the room?
      3. Is there a wide range (above 6) of international channels on television available to suit every type of traveller?
    7. Are basic room amenities provided such as:
      1. Bedroom slippers and robes
      2. Refrigerator
      3. Iron and ironing board
      4. Prayer
    8. Does the hotel go above and beyond to provide additional comfort:
      1. Pillow menu
      2. Mood lighting
      3. iPhone dock
      4. Prayer Materials
      5. Others (newspaper, magazine, ladies floor)

    9. Bed

    10. Is the bed comfortable and clean?
      1. High Thread Count Mattress Cover
      2. Size of bed
      3. Quality of Pillows (Feather Pillows / Memory Foam / etc)
      4. Quality of Quilt / Comforters
    11. Are there availabilities on extra beds and baby cot?
    12. Does the hotel provide turndown service?

    13. Toilet

    14. Is the toilet clean and dry upon checking in?
    15. Are basic toilet amenities provided such as:
      1. Towels
      2. Soap
      3. Shampoo & Conditioner
      4. Toothbrushes and toothpastes
    16. Is the standing shower / bathtub and toilet seat of comfortable space?

    17. Room Service

    18. Does the porter take you through the room services so you understand how everything works?
    19. Do they provide 24 hours room service?
      1. Is the food quality up to par
      2. Does the food arrive covered
      3. Temperature of Food
      4. Freshness of Food
    20. Is housekeeping prompt on telephone request?
    21. Is there a hot button on the telephone keypad for service requests?
    22. Does the hotel provide an option to not change towels and / or sheets everyday?
  4. Amenities, Facilities and Lobby Area (15%)
    1. Are there adequate amenities and leisure facilities?
    2. Are the areas and facilities disabled, young and old friendly?
    3. Is sufficient signage (pointing to reception, rooms, lifts and escalators, dining rooms, amenities and leisure facilities, conference facilities, exits) provided and in convenient locations?

    4. Common Area

    5. Is free Wi-Fi provided in common areas?
    6. Is there comfortable and sufficient seating areas?
    7. How is the look and feel of the common areas and facilities?
    8. Is the quality of fittings, furniture and decorations well maintained and of good taste?

    9. Leisure Facilities

    10. Do they have swimming pool, gym and sauna?
    11. Do they provide amenities such as towels?
    12. Are there life guards / gym trainers available for safety measures?
    13. Does the hotel go above and beyond to provide additional facilities:
      1. Money Changer
      2. Convenience Shop
      3. Travel & Tour Desk
      4. Concessionaire
      5. Surau

    14. Conference Facilities

    15. Are there adequate conference and meeting rooms of various capacities available?
      1. Ballroom
      2. Meeting room of various sizes
      3. Size of space / Maximum occupancy
    16. Do they provide business facilities equipment (projectors, sound system, etc.)

    17. Business Centre

    18. Is an executive lounge available?
    19. Is the environment up to par?

    20. Parking

    21. Is there adequate parking available?
    22. Are valet services provided?

    23. Taxi

    24. Is the taxi service convenient and efficient? (Premier Taxi, Taxi Stand)
  5. F&B (5%)

      Seating & Ambience

    1. Does the hotel’s main dining hall provide all day dining?
    2. Is there a wow factor in food design and offering?
    3. Are indoor restaurants non-smoking and is the rule enforced?
    4. Are the prices on the menu justifiable?

    5. Food

    6. How clean is the restaurant?
    7. Do they have a good variety of the menu / buffet spread?
    8. Is the food served at a proper temperature and garnished?
    9. Do they have a children’s menu and provide children’s’ cutleries?

    10. Services

    11. Are the waiters/waitresses friendly and attentive?
    12. Do they provide 3 or more F&B outlets, including one speciality restaurant?
  6. Customer service (15%)
    1. Are the employees friendly and helpful? Do they greet guests upon entry?
    2. Are the employees multilingual?
    3. Are the employees knowledgeable about the hotel, KL, surrounding areas and visitor requirements?
    4. Are there sufficient employees on hand?
    5. Do the employees respond efficiently to questions, comments and complaints?
    6. Do the employees go above and beyond to make the customers feel at home?
    7. Is the grooming and personal interface from the staff hospitable and welcoming?
    8. Are they staff easily distinguishable and do they wear a name badge to identify themselves?
  7. Exterior and physical attributes (5%)
    1. Is the entrance / hotel façade and porch enticing and visible?
    2. How well maintained is the exterior of the building?
    3. Are there sufficient CCTVs and security guards within the premises especially at the lobby area, parking, all day dining area and with key card activation system?
    4. Are mobility facilities provided for the young, old and disabled
  8. Sustainability (15%)
    1. Does the hotel practise energy and / or water usage efficiency?
    2. Does the hotel use environmentally friendly materials and / or practice recycling? – Please provide samples
    3. Does the hotel have CSR programmes or initiatives? – Please provide samples
  9. Promoting KL as a destination (10%)
    1. Does the hotel provide visitor information / destination collateral about KL in rooms and common areas?
    2. Does the hotel promote KL city landmarks in various promotional and advertising materials?
    3. Does the hotel provide assistance in organizing city tours by the front desk / concierge?
    4. Does the hotel participate / collaborate with DBKL when requested in special events / promotions?
    5. Does the hotel provide any destination programmes or information on the Hotel TV channel and info on KL?
  10. Guest feedback (5%)
    1. Guest feedback and Tripadvisor comments - Does the hotel provide an online feedback / customer service review option?
  11. Bonus (Maximum 5 points)
    1. Outstanding awards and achievements
  12. Online poll voting (5%)
    1. Public poll

ACCOMMODATION 4 STAR HOTEL

  1. Booking and reservation (5%)
    1. Is the hotel well-marketed and listed in third-party booking websites?
    2. Is an online booking facility available by the hotel website?
    3. Does the booking system enable customization of preferences? E.g. non-smoking room, king-sized bed, connecting room, etc. Is payment gateway available on site?
    4. Are the rates value for money and inclusive of breakfast and/or free Wi-Fi?
  2. Check-in (5%)
    1. How efficient is the check-in system? Is there a proper queue management system in place? Is there a staff KPI linked to turnaround time on efficient check in / out?
    2. Does the hotel provide services to enhance the check-in experience? E.g. entertainment, reading materials, welcome drinks, etc.
    3. Does the reception provide information about the hotel, facilities, events, opening times of restaurants, etc. upon checking in?
    4. Is there a 'wow' factor upon entering the hotel for the first time?
    5. Is there a porter service to take luggage or accompany you to your room?
    6. During arrival at hotel: warm welcome / Malaysia greetings which is required by MOTAC
  3. Rooms (15%)
    1. How clean is the room?
    2. Is the room quiet? Are noise control measures in place and effective?
    3. How is the look and feel of the room? Is there a wow factor?
    4. Is the quality of fittings, furniture and decorations well-maintained and of good taste?
    5. Are there clear guidelines on entertainments, amenities and facilities available? Is it multi-lingual?
    6. Equipments:
      1. Are there sufficient plug points, with availability of international adapter?
      2. Is there free internet / Wi-Fi provided in the room?
      3. Is there a wide range (above 4) of international channels on television available to suit every type of traveller?
    7. Are basic room amenities provided such as:
      1. Bedroom slippers and robes
      2. Refrigerator / Minibar
      3. Iron and ironing board
      4. Prayer Mat
    8. Does the hotel go above and beyond to provide additional comfort:
      1. Pillow menu
      2. Mood lighting
      3. iPhone dock
      4. Prayer Materials
      5. Others

    9. Bed

    10. Is the bed comfortable and clean?
      1. High Thread Count Mattress Cover
      2. Size of bed
      3. Quality of Pillows (Feather Pillows / Memory Foam / etc)
      4. Quality of Quilt / Comforters
    11. Are there availabilities on extra beds and baby cot?

    12. Toilet

    13. Is the toilet clean and dry upon checking in?
    14. Are basic toilet amenities provided such as:
      1. Towels / Hand towels / Face towels
      2. Soap
      3. Shampoo & Conditioner
      4. Toothbrushes and toothpastes
      5. Shaving Kit / Ear Buds
    15. Is the standing shower / bathtub and toilet seat of comfortable space?
    16. Any messages on sign on ‘Green Environment’?

    17. Room Service

    18. Does the porter take you through the room services so you understand how everything works?
    19. Do they provide 24 hours room service?
      1. Is the food quality up to par
      2. Does the food arrive covered
      3. Temperature of Food
      4. Freshness of Food / Average delivery time KPI
    20. Is housekeeping prompt on telephone request? Follow up call to check if items received
    21. Is there a hot button on the telephone keypad for service requests?
    22. Does the hotel provide an option to not change towels and / or sheets everyday?
  4. Amenities, Facilities and Lobby Area (15%)
    1. Are there adequate amenities and leisure facilities?
    2. Are the areas and facilities disabled, young and old friendly?
    3. Is sufficient signage (pointing to reception, rooms, lifts and escalators, dining rooms, amenities and leisure facilities, conference facilities, exits) provided and in convenient locations? Does the hotel implement aromatherapy at lobby area or foyers as one of the 5 senses?

    4. Common Area

    5. Is free Wi-Fi provided in common areas?
    6. Is there comfortable and sufficient seating areas?
    7. How is the look and feel of the common areas and facilities?
    8. Is the quality of fittings, furniture and decorations well maintained and of good taste?

    9. Leisure Facilities

    10. Do they have swimming pool, gym and sauna? Does the gym have TV?
    11. Do they provide amenities such as towels? And drinking water in the gym?
    12. Are there life guards / gym trainers available for safety measures?
    13. Does the hotel go above and beyond to provide additional facilities:
      1. Money Changer
      2. Convenience Shop – Operational hours (24 hours or otherwise)
      3. Hairdressing Salon
      4. Laundry Services
      5. Surau (Is the size of the surau sufficient enough?)

    14. Conference Facilities

    15. Are there adequate conference and meeting rooms of various capacities available?
      1. Ballroom
      2. Meeting room of various sizes
      3. Size of space / Maximum occupancy / Any theme teabreaks / premium teabreaks
    16. Do they provide business facilities equipment (projectors, sound system, etc.)

    17. Business Centre

    18. Is an executive lounge available? Is Secretarial services available or self service?
    19. Is the environment up to par?

    20. Parking

    21. Is there adequate parking available? Is parking area well lit? Is reverse parking compulsory for safety purposes?
    22. Are valet services provided?
    23. Enough direction in the carpark area?
    24. Car park safety

    25. Taxi

    26. Is the taxi service convenient and efficient?
  5. F&B (7%)

      Seating & Ambience

    1. Does the hotel’s main dining hall provide all day dining?
    2. Is there a wow factor in food design and offering?
    3. Are indoor restaurants non-smoking and is the rule enforced?
    4. Are the prices on the menu justifiable?

    5. Food

    6. How clean is the restaurant?
    7. Do they have a good variety of the menu / buffet spread?
    8. Is the food served at a proper temperature and garnished?
    9. Do they have a children’s menu? Or senior citizen price?
    10. Do they have a “Halal” kitchen or restaurant? Do they have a “Halal” committee?

    11. Services

    12. Are the waiters / waitresses friendly and attentive? And knowledgeable about product?
    13. Do they provide children’s’ cutleries and baby chair?
  6. Customer service (15%)
    1. Are the employees friendly and helpful? Do they greet guests upon entry?
    2. Are the employees multilingual?
    3. Are the employees knowledgeable about the hotel, KL, surrounding areas and visitor requirements?
    4. Are there sufficient employees on hand?
    5. Do the employees respond efficiently to questions, comments and complaints?
    6. Do the employees go above and beyond to make the customers feel at home?
    7. Is the grooming and personal interface from the staff hospitable and welcoming?
    8. Are they staff easily distinguishable and do they wear a name badge to identify themselves?
    9. Are training provided and how often staff retraining?
  7. Exterior and physical attributes (8%)
    1. Is the entrance / hotel façade enticing and visible? Is exterior hotel name signage visible?
    2. How well maintained is the exterior of the building?
    3. Are there sufficient CCTVs and security guards within the premises?
    4. Are mobility facilities provided for the young, old and disabled
    5. Number of guards – local and foreigners?
    6. Do they have an ERT team?
    7. ERT equipment?
    8. Any evacuation plans?
  8. Sustainability (10%)
    1. Does the hotel practise energy and / or water usage efficiency?
    2. Does the hotel use environmentally friendly materials and / or practice recycling? – Please provide samples
    3. Does the hotel have CSR programmes or initiatives? – Please provide samples
  9. Promoting KL as a destination (10%)
    1. Does the hotel provide visitor information / destination collateral about KL in rooms and common areas?
    2. Does the hotel promote KL city landmarks in various promotional and advertising materials?
    3. Does the hotel provide assistance in organizing city tours by the front desk / concierge?
    4. Does the hotel participate / collaborate with DBKL when requested in special events / promotions?
    5. Does the hotel provide any destination programmes or information on the Hotel TV channel?
  10. Guest feedback (5%)
    1. Guest feedback and Tripadvisor comments - Does the hotel provide an online feedback / customer service review option?
  11. Bonus (Maximum 5 points)
    1. Outstanding awards and achievements
  12. Online poll voting (5%)
    1. Public poll

ACCOMMODATION 3 STAR HOTEL

  1. Booking and reservation (5%)
    1. Is the hotel well-marketed and listed in third-party booking websites?
    2. Is an online booking facility available by the hotel?
    3. Does the booking system enable customization of preferences? E.g. non-smoking room, king-sized bed, connecting room, etc.
    4. Are the rates value for money and inclusive of breakfast and / or free Wi-Fi?
  2. Check-in (5%)
    1. How efficient is the check-in system? Is there a proper queue management system in place? Is there a staff KPI linked to turnaround time on efficient check in / out?
    2. Does the hotel provide services to enhance the check-in experience? E.g. entertainment, reading materials, welcome drinks, etc.
    3. Does the reception provide information about the hotel, facilities, events, opening times of restaurants, etc. upon checking in?
    4. Is there a 'wow' factor upon entering the hotel for the first time?
    5. Is there a porter service to take luggage or accompany you to your room?
  3. Rooms (15%)
    1. How clean is the room?
    2. Is the room quiet? Are noise control measures in place and effective?
    3. How is the look and feel of the room? Is there a wow factor?
    4. Is the quality of fittings, furniture and decorations well-maintained and of good taste?
    5. Are there clear guidelines on entertainments, amenities and facilities available? Is it multi-lingual?
    6. Equipments:
      1. Are there sufficient plug points, with availability of international adapter?
      2. Is there free internet / Wi-Fi provided in the room?
      3. Is there a wide range (above 2) of international channels on television available to suit every type of traveller?
    7. Are basic room amenities provided such as:
      1. Bedroom slippers and robes
      2. Refrigerator
      3. Iron and ironing board
      4. Prayer
    8. Does the hotel go above and beyond to provide additional comfort:
      1. Pillow menu
      2. Mood lighting
      3. iPhone dock
      4. Prayer Materials
      5. Others

    9. Bed

    10. Is the bed comfortable and clean?
      1. High Thread Count Mattress Cover
      2. Size of bed
      3. Quality of Pillows (Feather Pillows / Memory Foam / etc)
      4. Quality of Quilt / Comforters
    11. Are there availabilities on extra beds and baby cot?

    12. Toilet

    13. Is the toilet clean and dry upon checking in?
    14. Are basic toilet amenities provided such as:
      1. Towels
      2. Soap
      3. Shampoo & Conditioner
      4. Toothbrushes and toothpastes
    15. Is the standing shower / bathtub and toilet seat of comfortable space?

    16. Room Service

    17. Does the porter take you through the room services so you understand how everything works?
    18. Do they provide 24 hours room service?
      1. Is the food quality up to par
      2. Does the food arrive covered
      3. Temperature of Food
      4. Freshness of Food
    19. Is housekeeping prompt on telephone request?
    20. Is there a hot button on the telephone keypad for service requests?
    21. Does the hotel provide an option to not change towels and / or sheets everyday?
  4. Amenities, Facilities and Lobby Area (18%)
    1. Are there adequate amenities and leisure facilities?
    2. Are the areas and facilities disabled, young and old friendly?
    3. Is sufficient signage (pointing to reception, rooms, lifts and escalators, dining rooms, amenities and leisure facilities, conference facilities, exits) provided and in convenient locations?

    4. Common Area

    5. Is free Wi-Fi provided in common areas?
    6. Is there comfortable and sufficient seating areas?
    7. How is the look and feel of the common areas and facilities?
    8. Is the quality of fittings, furniture and decorations well maintained and of good taste?

    9. Leisure Facilities

    10. Do they have swimming pool, gym and sauna?
    11. Do they provide amenities such as towels?
    12. Are there life guards / gym trainers available for safety measures?
    13. Does the hotel go above and beyond to provide additional facilities:
      1. Money Changer
      2. Convenience Shop
      3. Hairdressing Salon
      4. Laundry Services
      5. Surau

    14. Conference Facilities

    15. Are there adequate conference and meeting rooms of various capacities available?
      1. Ballroom
      2. Meeting room of various sizes
      3. Size of space / Maximum occupancy
    16. Do they provide business facilities equipment (projectors, sound system, etc.)

    17. Business Centre

    18. Is an executive lounge available?
    19. Is the environment up to par?

    20. Parking

    21. Is there adequate parking available?
    22. Are valet services provided?

    23. Taxi

    24. Is the taxi service convenient and efficient?
  5. F&B (7%)

      Seating & Ambience

    1. Does the hotel’s main dining hall provide all day dining?
    2. Is there a wow factor in food design and offering?
    3. Are indoor restaurants non-smoking and is the rule enforced?
    4. Are the prices on the menu justifiable?

    5. Food

    6. How clean is the restaurant?
    7. Do they have a good variety of the menu / buffet spread?
    8. Is the food served at a proper temperature and garnished?
    9. Do they have a children’s menu?

    10. Services

    11. Are the waiters / waitresses friendly and attentive?
    12. Do they provide children’s’ cutleries?
  6. Customer service (15%)
    1. Are the employees friendly and helpful? Do they greet guests upon entry?
    2. Are the employees multilingual?
    3. Are the employees knowledgeable about the hotel, KL, surrounding areas and visitor requirements?
    4. Are there sufficient employees on hand?
    5. Do the employees respond efficiently to questions, comments and complaints?
    6. Do the employees go above and beyond to make the customers feel at home?
    7. Is the grooming and personal interface from the staff hospitable and welcoming?
    8. Are they staff easily distinguishable and do they wear a name badge to identify themselves?
  7. Exterior and physical attributes (5%)
    1. Is the entrance / hotel façade enticing and visible?
    2. How well maintained is the exterior of the building?
    3. Are there sufficient CCTVs and security guards within the premises?
    4. Are mobility facilities provided for the young, old and disabled
  8. Sustainability (10%)
    1. Does the hotel practise energy and / or water usage efficiency?
    2. Does the hotel use environmentally friendly materials and / or practice recycling? – Please provide samples
    3. Does the hotel have CSR programmes or initiatives? – Please provide samples
  9. Promoting KL as a destination (10%)
    1. Does the hotel provide visitor information / destination collateral about KL in rooms and common areas?
    2. Does the hotel promote KL city landmarks in various promotional and advertising materials?
    3. Does the hotel provide assistance in organizing city tours by the front desk / concierge?
    4. Does the hotel participate / collaborate with DBKL when requested in special events / promotions?
    5. Does the hotel provide any destination programmes or information on the Hotel TV channel?
  10. Guest feedback (5%)
    1. Guest feedback and Tripadvisor comments - Does the hotel provide an online feedback / customer service review option?
  11. Bonus (Maximum 5 points)
    1. Outstanding awards and achievements
  12. Online poll voting (5%)
    1. Public poll

ACCOMMODATION BUDGET HOTEL

  1. Building and Reception Areas (20%)
    1. External building facade:
      1. Building maintenance
      2. Signboard
      3. Lighting
    2. Cleanliness of entrance and Reception Area
    3. Accessibility (width, directional signage)
      1. Staircase / Lift
    4. Are the toilets clean and well maintained?
      1. Do they provide and replace toilet tissue papers consistently?
    5. Common Area Facilities
      1. Lounge Area
      2. Internet / WiFi
      3. TV Area
      4. Vending Machine
      5. Coffee / Tea making
    6. *All above, to check on maintenance, lighting, ventilation.

  2. Guest Facilities and Staff Service (15%)
    1. Reservations
      1. Efficiency and Promptness
      2. Online Booking
      3. Website information is updated and detailed
    2. Receptionist Performance
      1. Professionalism and knowledgeable
      2. Attitude, friendliness and attentiveness
      3. Multilingual (Additional 1 Mark)
      4. Dressing and Presentation
    3. Are the taxi services convenient and efficient?
    4. Information Counter
      1. General Information
      2. Transportation Services
      3. Tour Desk Services (Tour Packages / Brochures on KL etc.)
      4. Do you organise or recommend any KL tour packages?
  3. Building Safety, Security and Emergencies (10%)
    1. Passive Five Protection – Exit points and signages, emergency lights etc
    2. Active Fire Protection – hose reel, fire extinguishers, smoke / heat detectors, alarm panel etc
    3. Statutory obligations include notices, preventive measures, instructions and information to guests
    4. Security measures including systems CCTV’s , security personnel etc
    5. First aid kits
    6. Staff training and knowledge
  4. Accommodation (25%)

      Room

    1. Size and layout Availability of effective information counter(s)?
    2. Furniture and fittings (including doors, windows, built-ins, electrical fittings etc)
    3. Furnishing and finishes
    4. Bedding (mattresses), linens and towels
    5. Air-conditioning / ventilation
    6. Information / directory (hotel floor plan, fire escape routes)
    7. Housekeeping and cleanliness
    8. Lockers availability

    9. Bathroom / Toilet

    10. En-suite / sharing
    11. Size and finishes (tiling etc) - non slippery tiles
    12. Shower, wash basin, WC, towel racks etc
    13. Hot and cold water facilities
    14. Ventilation
  5. Bonus Factor (The Oomph) (10%)
    1. The extra mile, extra effort
    2. Uniqueness
    3. Overall Experience
  6. Guest Feedback (5%)
    1. Trip advisor, guests comments
  7. Online poll voting (5%)
    1. Public poll

DINING - FINE DINING

  1. Ambience (15%)
    1. General attractiveness (concept, design intelligence, etc)
    2. Seating arrangement, traffic circulation, privacy
    3. Atmosphere (lighting & noise level including music)
    4. Quality of furniture (including comfort of chair)
    5. Quality of tableware
    6. Quality of cutlery
    7. Table linens (quality, freshness, crispness, table padding and no marks for paper napkins)
    8. Temperature / general comfort level
    9. Crowd control (nuisance from other diners)
    10. Toilet (attractiveness, amenities, branded toiletries, etc)
  2. Service (15%)
    1. Reservation call, tone, call reminders, etc*
    2. Attention upon arrival (greeting, seating, waiting time)
    3. Appearance, friendliness, politeness, warmth, caring
    4. Professionalism (service smartness & correctness)
    5. Knowledge (of menu, ingredients, concept, general)
    6. Ordering experience (helpfulness, painless, not pushy)
    7. Service experience (discreet, appropriate, attentive)
    8. Offers good explanation of each dish as presented
    9. Waiting time for food (15min is max time for 1st dish)
    10. Payment experience
  3. Food (45%)
    1. Aesthetics (presentation)
    2. Aroma (it’s about engaging your 5 senses)
    3. Taste (there must be flavour distinction)
    4. Texture (variety to create layers and complexity)
    5. Seasoning
    6. Seasonal ingredients
    7. Freshness of ingredients / dish
    8. Quality of ingredients
    9. Hero ingredients*
    10. Temperature (appropriate to dish)
    11. Portion size (appropriateness in relation to dish, taste and no. of courses)
    12. Variety & Nutrition (yes, at this level of details it is important)
    13. Creativity, novelty, surprise
    14. Attention to details on the plate; house made vs procured; dedication to cooking and gastronomic excellence
    15. Technical competency
    16. Zero mistake execution (bonus mark)
    17. Wine pairing option (each course paired to a wine)
    18. Vegetarian option
    19. Customisation of dish (eg no garlic, salt, sugar)
    20. Plate engineering*
    21. Feeling that you have had an artistic experience
    22. Feeling that you have had a gastronomic experience
    23. Reputation of chef
    24. Value for money
    25. Overall satisfaction / how highly you would recommend it
  4. Wine & Beverage (20%)
    1. Comprehensive drinks list (aperitifs, cocktails, digestifs)
    2. Alcohol-free options
    3. Properly designed menu (easy to navigate, friendly)
    4. Properly named wines, with domain, classification, vintage
    5. Wines at different price points
    6. Availability of wines that matches the food
    7. Availability of wines of excellence
    8. Availability of listed wines
    9. Wine pouring and top-up service
    10. Wine service at the correct temperatures
    11. Correct wine service rituals (opening, tasting, service sequence)*
    12. Proper glassware (shape, type)
    13. Quality of glassware (brands, material)
    14. Wine storage
    15. Value for money
  5. Online poll voting (5%)
    1. Public poll

DINING - HOME GROWN

  1. Ambience (15%)
    1. General attractiveness (concept and design)
    2. Having a sense of place (local theme)
    3. Seating arrangement, traffic circulation, personal space
    4. Atmosphere (lighting & noise level including music)
    5. Quality of furniture (including comfort of chair)
    6. Quality of tableware and tablesetting
    7. Temperature / general comfort level
    8. Crowd control (nuisance from other diners)
    9. Attractiveness of amenities (napkins, toilet, toiletries)
    10. Having a soul or tangible character
  2. Service (10%)
    1. Appearance, friendliness, politeness of service personnel
    2. Professionalism and knowledge
    3. Attitude, attentiveness and responsiveness
    4. Seating, ordering and payment experience
    5. Waiting time for food (15min is norm for 1st dish)
  3. Food (60%)
    1. Attractiveness of menu (variety including vegetarian)
    2. Aesthetics (dish presentation)
    3. Aroma
    4. Taste
    5. Texture
    6. Seasonin
    7. Use of local ingredients
    8. Quality & freshness of ingredients
    9. Authenticity of taste
    10. Representation of Malaysian cuisine (multi ethnic)
    11. Concept that can be exported as ‘Malaysian restaurant’
    12. Creativity, novelty, inventiveness, progressiveness
    13. Technical competency
    14. No. of years in operation
    15. (Note: Demonstrates longevity and success of concept and deserving of recognition)

    16. Value for money
  4. Drinks (10%)
    1. Attractiveness of drinks menu (offerings)
    2. Original recipe / housemade drinks
    3. Alcohol-free options / variety
    4. Taste
    5. Value for money
  5. Online poll voting (5%)
    1. Public poll

DINING - FOOD COURT / FOOD CENTRE

    1. Premises (30%)
    2. General attractiveness
    3. Note: Apart from physical attractiveness, factors to consider are the character or soul of the place; a boutique feel vs. a generic

    4. Aesthetics of the signage and stalls
    5. Seating arrangements
    6. Note: Catered for small and large groups, consider if enough space or cramped, ease of circulation

    7. Availability of seats during peak hours
    8. Customer flow within the food court
    9. Note: Consider if there are queues or overcrowding

    10. Quality of furniture
    11. Quality of tableware
    12. Lighting
    13. Noise level
    14. Disable friendly
    15. Free WIFI / Overall comfort level (temperature)
    1. Hygiene, service and management (30%)
    2. Holding of food at correct temperature
    3. Cleanliness of the tables
    4. Cleanliness of the floor
    5. Ordering experience
    6. Note: Consider the menu, its ease of navigation and comprehension, if there is pictorial representation

    7. Politeness of counter staff
    8. Professionalism & appearance of counter staff
    9. Professionalism & appearance of clearing & cleaning staff
    10. Efficiency of cashiering and payment system
    11. Note: Extra points for those who offer credit / debit / cashless card payment

    12. Waiting time for food
    13. Minimal use of disposable items
    14. Environment-friendly takeaway packaging
    1. Attractiveness and quality of food (35%)
    2. Diversity of stalls and cuisine
    3. Note: Judges to moderate scores; should be more or less same

    4. Reputation of the stalls
    5. Note: Judges to moderate scores; should be more or less unanimous

    6. Fare promoting Malaysian cuisines (2=30%) (3=50%)
    7. Vegetarian options
    8. Halal options
    9. Quality and taste of Food Stall 1
    10. Quality and taste of Food Stall 2
    11. Quality and taste of Food Stall 3
    12. Quality and taste of Food Stall 4
    13. Quality and taste of Food Stall 5
    14. Overall food presentation
    15. Overall quality of ingredients
    16. Overall satisfaction with food and drinks
    17. Overall value for money
  1. Online poll voting (5%)
    1. Public poll

TOURIST ATTRACTION

  1. Attractiveness to Visitor (30%)
    1. Is the attraction a unique tourist experience that promotes Kuala Lumpur?
    2. Is the attraction creative and innovative?
    3. Is the attraction appealing to a wide audience?
    4. Does it provide an educational aspect to the visitor's experience?
    5. Does it portray local culture and heritage to enhance the experience?
    6. Are the entrance fees appropriately priced (ticket / receipt issued), including for groups such as the physically challenged and senior citizens?
  2. Customer Service (20%)
    1. Are the staff uniformed for easy identification and properly located in the venue?
    2. Are the staff knowledgeable about the venue and visitor requirements?
    3. Are the staff friendly and helpful?
    4. Do the staff respond fast and well to questions, comments and complaints?
    5. Availability of multi-lingual frontline staff or have alternatives to such when needed?
  3. Venue Attributes (20%)
    1. Is the signage easily seen, read and in multiple languages?
    2. Availability of effective information counter(s)?
    3. Are there sufficient ticket counters and gates?
    4. Do they provide taxi or other public transport services?
    5. Is adequate parking available for cars, tour coaches and the physically challenged?
    6. Availability of refreshment outlet(s) and / or rest area(s)
    7. Does the venue have the following facilities:
      1. Wheelchair access
      2. Disable lane
      3. Facilities for infants (baby room)
      4. Senior Citizens benefits
    8. Cleanliness
      1. Is the overall venue well maintained and clean?
      2. Are the toilets well maintained and clean?
    9. Does the venue practise energy and / or water usage efficiency, usage of environmentally-friendly materials and / or practice recycling?
  4. Marketing of the Attraction – Level of Effectiveness (25%)
    1. Are there comprehensive leaflets / brochures available and in multiple languages?
    2. Are brochures available at various tourist information centres?
    3. Is the attraction's website
      1. Informative
      2. Interactive and current?
      3. With online booking features
    4. Is the attraction advertised in the following media and how frequently?
      1. Local Media, and
      2. Foreign Media
    5. Are there smart partnerships with other parties for promotion?
    6. Has the attraction's marketing efforts clearly promoted KL together with itself?
    7. Is there participation in promotional activities such as travel fairs and tourism road shows?
    8. Do the attraction's merchandise and / or souvenirs promote KL?
  5. Online Poll Rating (5%)
    1. Public Poll

SHOPPING MALL

  1. Mall attributes, layout and design (10%)
    1. Is the entrance / mall facade enticing? Does it exude a wow factor?
    2. Is appropriate and sufficient signage / way-finding to the mall location provided?
    3. Are there sufficient elevators and escalators to meet customer demand?
    4. Are the mall directories located in convenient locations and include information such as:
      1. Store locations
      2. Food court
      3. Emergency exit
      4. Public Toilet
      5. Surau
    5. Is the overall layout and design of the mall convenient for visitors?
    6. Are there clearly marked exits in case of an emergency?
  2. Retail mix (15%)
    1. Does the shopping mall have a new or unique retail concept?
    2. Is the retail mix diversified? Does it maintain a good mix between local, regional and international brands?
  3. Facilities (15%)
    1. Are there sufficient restrooms provided, and in convenient locations?
    2. Are baby rooms provided, and with a complete set of the following amenities:
      1. Hot water
      2. Changing table
      3. Sofas
    3. Are there handicap toilets available?
    4. Are suraus provided, and in convenient locations?
    5. Is there a concierge service?
    6. Are mobility facilities provided for the young, old and disabled such as:
      1. Wheel chairs
      2. Little cars for children
      3. Mobility scooter
      4. First-aid facility
    7. Are sufficient seating provided, and in convenient locations?
    8. Is there a play area for children?
    9. Is free Wi-Fi provided throughout the shopping mall?
    10. Is there a wide variety of services available such as:
      1. ATM
      2. Money changer
      3. Laundry
      4. Tailor
      5. Storage area
    11. Are there sufficient parking bays available?
    12. Is there an indicator of the parking bay availability?
    13. Do they provide female only parking bays?
    14. Is there jockey or valet parking services offered?
    15. Are there sufficient CCTVs available in the parking bays?
  4. Ambiance (10%)
    1. Do the individual tenants decorate their store windows well?
    2. How excellent and festive are the seasonal (Hari Raya, Chinese New Year, Christmas, Deepavali, etc.) decorations and events? Are promotional events held, and often?
    3. Are promotional events held, and often?
    4. Does the overall ambiance (lighting, music, temperature, colour scheme) complement the shopping experience?
    5. Does the shopping mall incorporate arts & culture in the shopping experience?
  5. Customer service (15%)
    1. Are information desks available and located in convenient locations?
    2. Are the staff welcoming, friendly and helpful?
    3. Are the staff multilingual?
    4. Are the staffs knowledgeable about the shopping mall, KL, surrounding areas and visitor requirements?
    5. Are the staff properly groomed, uniformed and present a clean and professional image to visitors?
    6. Does the staff respond efficiently to questions, comments and complaints? Is there a proper feedback mechanism in place?
  6. Operational excellence (10%)
    1. Are all areas (public and inside individual stores) clean, tidy and well maintained?
    2. Are there sufficient CCTVs and security guards in place?
    3. Toilets:
      1. Are there sufficient numbers of toilet?
      2. Are the toilets clean and well maintained?
      3. Do they provide and replace the toilet tissue papers consistently?
  7. Sustainability (10%)
    1. Does the shopping mall's design incorporate green / sustainability features?
    2. Does the shopping mall practise energy and / or water usage efficiency?
    3. Does the shopping mall use environmentally-friendly materials and / or practice recycling?
  8. Marketing (10%)
    1. Does the shopping mall provide a pamphlet of its store directory?
    2. Does the shopping mall provide visitor information about KL?
    3. Is the shopping mall well-promoted in advertisements and PR programs locally and internationally?
    4. How creative are the shopping mall's marketing efforts?
    5. Are there any smart partnerships with other parties (local or international) for promotion?
    6. Does the shopping mall participate / collaborate with DBKL when requested in special events / promotions?
    7. Does the shopping mall participate in any corporate social responsibility programs?
  9. Online poll rating (5%)
    1. Public poll

MEDICAL TOURISM

  1. Promotion and marketing (20%)
    1. Does the operator engage in international outreach programmes via regional road shows and trade fairs?
    2. Is the operator affiliated / engaged in a partnership with foreign and local medical associations?
    3. Is the operator's website comprehensive and up-to-date with the following:
      1. Detailed information
      2. Facilities
      3. Services
      4. Certification
      5. Dedicated section for international patients
    4. Does the operator tie up with relevant parties and authorities to encourage cross-promotion? E.g. travel agents
    5. Does the operator promote its success stories?
    6. Are basic screening packages prominently promoted?
    7. Does the operator offer attractive and unique health care packages? Are they detailed and transparent?
    8. Does the operator publish specific materials focused on promoting the operator’s centers of excellence and expertise to the patients?
  2. Facilities and staff (20%)
    1. Are the hospital practices accredited to an international accreditation body?
      1. JCI (2 points awarded)
      2. MSQH (1 point awarded)
    2. Has the operator received and national or international awards / certifications?
    3. Is the operator well equipped with medical technology and equipment?
    4. Does the operator offer high-end accommodation facilities with adequate nursing support?
    5. Is convenient accommodation provided for families of the international patient?
    6. Are areas around the hospital disable-friendly?
    7. Are the medical professional teams competent and highly experienced?
    8. Are the support staffs helpful, compassionate and able to relate to multicultural differences?
    9. Patient care:
      1. How does the operator monitor the interaction between the patient and the doctor, the patient and the support staff?
      2. How does the operator manage if any complaints from the patients?
  3. International patient services and care management (35%)
    1. Does the operator provide a 24-hour international patient support / helpdesk?
    2. Does the operator provide translation services?
    3. Does the operator provide a seamless end-to-end service for international patients:
      1. Travel and visa assistance
      2. Accommodation assistance, including special rates for international patients and their families
      3. Airport and / or hotel transfer
    4. Is there an online / phone appointment booking system for consultation / services?
    5. Can the international patient's medical record, including X-ray and lab results be transferred from their home country to the operator easily and vice versa?
    6. How comprehensive is the follow-up and aftercare provided by the hospital to the patient?
    7. Are there tele-consultations facilities through video calls and teleconference with treating doctors?
    8. Is the treatment plan customized to suit patient requirements?
    9. Does the operator offer convenient modes of payment, including international funds transfer?
    10. Does the operator accept a wide range of international insurance arrangements?
    11. Does the operator have an effective customer feedback mechanism?
    12. What is the percentage of foreign patients vs total patients seen in the hospital over the last year?
    13. Any specific innovative service/s employed by the operator for international patients?
  4. Travel and tourism (20%)
    1. Does the operator reflect the spirit of KL in their promotional materials?
    2. Is information about KL tourism available on the premises?
    3. Does the operator directly or indirectly (e.g. by tying up with travel agents) provide a KL sightseeing and activities package as part of the medical holiday deal?
  5. Online poll rating (5%)
    1. Public poll

EDUCATION TOURISM

  1. Achievements (60%)
    1. Governance-Leadership
    2. Quality Culture-Instructional Leadership
    3. Facilities-Amenities
    4. Accreditations / Affiliations
    5. Student Aid / Assistance
    6. Student Internship / Work Arrangements
    7. Student / Staff Exchange
    8. Recreational & Leisure
    9. Networking-Links with Embassies
    10. Technology-ICT
    11. CSR-Contributions to Society
    12. Volunteerism Culture
    13. Special Projects for Minorities, Muslim Lands, Islanders, Africa etc.
    14. Links with Authorities, Immigration, Police etc.
    15. Marketing and Promotional Efforts
    16. Health and Wellness Programmes for All
    17. Care for Ecology and Environment, Landscape.
    18. Research, Development, Innovation, Commercialization
    19. Promotion of Malaysia as a Whole
    20. Promotion of Kuala Lumpur-Special Projects
  2. Other Criteria (35%)
    1. Strategic Institutional Plans and Links to National Vision and Transformation Plans
    2. Uniqueness and Originality of Institution
    3. Creativity, Innovation, Invention and Best Practices
    4. Relevance of Programmes, Policies and Practices.
    5. Special attention to Promotion of Intercultural, Interfaith Harmony, Global Peace and Order
  3. Online poll voting (5%)
    1. Public poll

MAYOR'S COMMENDABLE AWARD - OUTSTANDING CONTRIBUTION

  1. Contribution (45%)
    1. Has the nominee developed an innovative tourism product / service / positioning for KL?
    2. Does the nominee's tourism product / service / positioning contribute towards:
      1. Creating greater awareness of KL as a tourist destination
      2. Promoting KL as a tourist destination of choice
      3. Providing a supporting environment for KL tourism
    3. Does the nominee's contribution provide / encourage a unique experience for tourists?
    4. Can the tourism product / service / positioning be considered iconic for KL?
    5. How unique / creative / innovative is the product?
    6. How wide is the geographical reach of the contribution? Is it known locally / regionally / globally?
    7. Does the product / service / positioning receive much international attention? Has the contribution been cited in international media and social media?
    8. How well is the product integrated into the overall KL tourism proposition?
  2. Effectiveness in developing KL's tourism industry? (45%)
    1. Has the nominee's contribution led to economic benefits for the city of KL? E.g. increased revenue, increased employment, etc.
    2. Has the nominee's contribution led to social benefits for the people of KL? E.g. community development, conservation, etc.
    3. Does the nominee's contribution encourage tourists to extend their stay in KL?
    4. Does the nominee's contribution serve to enhance the visitor's experience of KL? How?
  3. Other awards and recognition (10%)
    1. Has the nominee received any award for their contribution?
    2. Has the product / service itself received any award for excellence?

MAYOR'S COMMENDABLE AWARD - FRONT LINER AWARD

  1. Presentation (15%)
    1. Does the nominee conduct him / herself in a professional manner?
    2. Is the nominee neatly dressed (ironed shirt, polished shoes, etc.)?
    3. Is the nominee properly groomed (neatly combed / brushed hair, trimmed facial hair, clean nails, etc)?
  2. Personality (15%)
    1. Is the nominee welcoming, friendly and approachable?
    2. Is the nominee easy to talk to and comfortable to be with?
    3. Does the nominee make it a point to engage and interact with tourists?
    4. Does the nominee remember regulars?
  3. Job knowledge and skills (30%)
    1. Is the nominee knowledgeable about the company or tourist product / service provided?
    2. Is the nominee able to provide sound recommendations with regards to the tourist product / service offered?
    3. Is the nominee able to communicate well?
    4. Is the nominee multilingual?
    5. Does the nominee respond to complaints, comments and suggestions, and highlight to the management?
    6. Is the nominee attentive and able to identify customer needs, especially before being asked or told?
    7. Is the nominee able to address the needs of different types of tourist segments? E.g. business tourists, medical tourists, single travellers, families, etc.
    8. Is the nominee able to attend to disabled guests?
    9. Is the nominee able to handle emergency situations?
    10. Is the nominee able to manage difficult situations, especially relating to customer dissatisfaction?
    11. Does the nominee discriminate against guests of different backgrounds?
  4. Contribution to KL tourism (20%)
    1. Is the nominee knowledgeable about KL, tourist attractions (especially within vicinity of job location, if applicable) and events?
    2. Does the nominee promote KL to tourists by providing recommendations? E.g. where to go, what to do, where to stay
    3. Does the nominee offer anecdotes, such as stories, little-known facts, about KL?
  5. Example of a situation where the nominee went above and beyond call of duty (20%)
    1. Does the story portray such a situation?
    2. Does the story provided depict the daily performance of the nominee of a one-off event?
    3. Is the story provided generally service-driven?

Official Award Partners

Shangri-La Hotel
Royal Selangor
KL Hop On Hop Off
Canon
ARCH Kuala Lumpur City Gallery