10 ASSESSMENT CRITERIA
The awarding of ISOPalace distinction is based on the assessment criteria listed in this appendix. The indicators for each criterion are not standard facts but set examples to guideline the assessment. The candidate Villa are advised to include these elements in the record attached to their application file in order for the commission to examine their full potential. Each criterion is examined separately and is not considered exclusive of other criterion. The assessment criteria consist of:
I. The character and uniqueness of the Villa
The villa’s prestigious character and distinguished nature is related to it being visited by famous and international celebrities and influencers in different fields. It is essential to highlight the elements that make the villa unique and stand out. When evaluating this quality, one indicator is the sign of appreciation of its uniqueness internationally and this is shown when the Villa is being referenced in international press all over the world.
II. The distinguishing design of the Villa
This assessment criterion is based on the outstanding design that distinguishes the Villa. The superior quality of design can be shown in the Villa’s general space, Guest House, VIP house, Pool Aera, bathrooms, Garden, Kitchen, Fitness aerea.
III. The aesthetics and outstanding quality of the material
The aesthetics and outstanding quality of the material are important elements that will be taken into consideration and carefully analyzed when valuing the high quality and excellence of the area. These are assessed by taking into account the elements of comfort and the elements that create a welcoming venue. These elements include:
Presenting a voluminous and sophisticated space
Co-operation with renowned interior designers
Exclusive art and flower decoration
Use of noble material
Prestige
Quality, origin and fabric of the bedroom and bathroom linen and hospitality products provided
IV. Tailored service
It is important to be able to adapt services according to customers’ needs and expectations and therefore personalize the services provided for all customers. Tailored service is assured when the Villa meets specific requirements making sure it is maintained, operated and administered to highest standard.
V. Service consistency
A consistent level of quality is achieved when the service attributes expected by the customers are delivered. The excellent qualification of staff works as an indicator to evaluate the service consistency. This is assessed through a customer service which is available round the clock, including the reception, housekeeping and room service.
VI. The speed of service
The speed of service is based on time and how fast a service can be provided for the customer. This is assessed by the length of time taken for customers to receive their service.
VII. The quality of the cuisine and bar
Important qualities that help creating a remarkable establishment include the features provided in restaurant and bar. These high quality features include a gourmet cuisine with high quality cooking, using top ingredients and serving dishes that are carefully prepared to a high standard, together with an excellent wine list and a signature bar and cocktail menu. These features build a basis for the quality assessment of the Villa Cusine and bar.
VIII. The teams’ motivation for excellence
The teams’ motivation to achieve excellence includes identifying the actions set up by the management in order to guarantee distinction in the service provided by its staff. An effective management of the training budget that includes the courses and material needed to train employees to strive for excellence is an indicator enabling the evaluation of this criterion. Another indicator is implementing incentive plans for the employees which will encourage loyalty and enhance the motivation for excellence.
IX. Actions regarding sustainable development
The responsible actions undertaken by management in sustainable development are examined in relation to the quality and achievement in social and environmental elements. The indicators to evaluate the environmental achievements include Eco-labels obtained and the steps taken in order to enhance environmental performance. This will be achieved by implementing an improvement strategy for the use of renewable energy, improved energy and water efficiency and increased reuse and recycling. The social responsibility indicators consist of actions beneficial for society, which include improving labor policies, participating in fair trade and implementing social and ethical policies.
X. Economic indicators that differentiate service excellence
Economic indicators will be examined and will constitute elements of analysis in the assessment of a candidate Villa’s ability to claim the ISOPalace distinction. The indicators are related to the commercial performance of the establishment in comparison with the average of Villa.
