Accreditation gives credibility to classification of hotels in France - Sébastien LABORDE - Cofrac - APAC
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Accreditation gives credibility to
classification of hotels in France
Sébastien LABORDE - Cofrac
Cofrac in a nutshell
• Non-profit organization created in 1994, structured around four sections :
Certifications, Inspection, Laboratories and Healthcare
• Appointed by law as the sole accreditation body in France
• 3661 accredited entities*
• 164 employees*
• Over than 1600 assessors and technical experts*
* At the end of 2016
Tourism in France: key figures (2015)
84.5 million tourists 8 % of GDP 2 million people
employed
> €42 billion
in receipts
Target : 100 million visitors in 2020
Tourist accommodation classification: history • Classification created in 1937, based on an allocation of stars • Way for the French government to structure the tourist offer according to national standards of hygiene, comfort and quality of the hospitality • Implementation of a price monitoring system
Tourist accommodations concerned by the
classification
Palaces Hotels Residential leisure parks
Holiday villages Campsites Tourist residences
Furnished holiday rentals
Tourist accommodation classification • Voluntary classification • Codified and universal presentation of a type of services corresponding to an indicative price range • Marketing communication tool, especially for establishments non members of an hotel chain
Limits of the 1986 hotel classification • Based on out-dated criteria • Granted without any condition of duration • Low number of controls • Difficulties to compare French high-end establishments with luxury hotels in other countries • No investment incentives to improve the range of services
Hotel classification: the reform issues • Unanimous recognition of the need for a modernization of the classification system of tourist accommodation, oriented towards a more dynamic formula, based on updated and regularly monitored criteria • Redefinition of the role of the French state and the question of the redeployment of its officials, in particular the General Directorate for Competition Policy, Consumer Affairs and Fraud Control (DGCCRF), service investigating classification decisions made by the prefects
Objectives of the new rating system
• Improve the legibility and quality of the French hotel offer
• Harmonize the positioning of high-end establishments with international
practices
• Modernize infrastructure in the hotel sector
• Increase the attractiveness of the destination France
Implementation of a new classification procedure based on
accreditationThe new rating system
The new classification relies on 246 criteria (previously 30) organised under 3
headings:
• Facilities and equipment
• Customer service
• Accessibility and substainable development
Each criterion has a mandatory or optional status and is assigned a
number of points varying between 1 and 5The new rating system
• Obligation to complete at least 95 % of the score required for mandatory
criteria
Hotel category
1* 2* 3* 4* 5*
Score required
141 161 177 226 298
for mandatory criteria
Minimum score required
24 45 83 112 118
for optional criteria
• The remaining 5 % have to be compensated by three times as many optional
pointsA developpment carried out briskly (1/2)
22 December 2008 New ranking grid defined in an ordinance
February 2009 Work beginning on new accreditation program
to complete requirements of ISO/IEC 17020
22 July 2009 French law for development and modernization
of tourist services issued
Summer
August 2009 Validation of the accreditation program (INS REF 20)
and publication on www.cofrac.fr
Selection, training and qualification of new technical assessorsA developpment carried out briskly (2/2)
September 2009 Receipt and examination of first accreditation
applications from CABs
Early December Carrying out of first assessments
27 December 2009 Publication of texts enforcement
As of 1 January 2010 Granting first accreditations
Classification procedure
operationalThe new rating system • Came into force on 1 January 2010 • Led to the disparition of the « zero star category » merged with the « one star category » • Created a fifth star for the luxury hotels to replace the « 4 star luxury » category, which was a French specificity
The new rating system • Since 8 November 2010, creation of a Palace Distinction for the five star hotels with exceptional properties
Procedure for the classification of tourist hotels
The hotelier evaluates its establishment by pre-diagnosis
The hotelier orders an inspection visit of his establishment to
an accredited inspection body
The inspection body send to the hotelier a certificate of inspection
including the:
• inspection report
• hotel's control grid giving notice on the requested classificationProcedure for the classification of tourist hotels The hotelier sends his application for classification After verification of the complete dossier, Atout France issues its decision on classification in the light of the opinion issued by the inspection body Upon assignment of the classification of its establishment, the hotelier orders its classification panel to be affixed obligatorily on its facade
Former and new hotel classification
Former classification New classification
Categories From 0 to 4 stars From 1 to 5 stars
(Special mentions) (4 star luxury) (Palace Distinction)
Duration Undetermined (with controls) 5 years
Private inspection bodies accredited by Cofrac.
Control body DGCCRF
The body is freely chosen by the hotelier
Cost Free Paying (depend on the request)
0 star: 5 rooms
Minimum
1 star: 7 rooms No restrictions
number of rooms
3 stars and over: 10 rooms
1 to 3 stars: declared
Type of visit Declared 4 and 5 stars: declared but preceded of a mystery
visit
Number of criteria 30 246
Facilities and equipment
Cleanliness level
Type of criteria Facilities and equipment
Customer service
Accessibility and substainable developmentFeedback Added-value of accreditation: • Harmonisation of the evaluation practices at the national level involving a better homogeneity of the establishments in the same category • Information feedback concerning the points of the standard to be clarified in order to make it evolve
Feedback Points that could have been dealt with differently: • Granting of a longer transition period to switch to the new ranking to smooth the business cycle of the inspection bodies • Better explanation to the consumers of the reasons which led to the evolution of the ranking in order to obtain a greater acceptance at the national level
A new grid as of April 2016
• Based on the feedback of Cofrac, authorities and professionnals
• More customer-oriented with new elements as free wifi available, online booking
service implemented in the hotel website or rooms equiped with double glazing
Hotel category
1* 2* 3* 4* 5*
Score required Former grid 141 161 177 226 298
for mandatory criteria New grid 195 232 257 334 397
Minimum score required Former grid 24 45 83 112 118
for optional criteria New grid 25 47 87 109 118
•Introduction of non-compensatory mandatory criteriaCurrent situation
• First accreditations issued on 1 January 2010
• To date, 28 accredited bodies / 7 technical assessors qualified
• Accreditation extended to all tourist accommodations
• 21 355 classified establishments including 13 259 tourist hotels*
* Source : Atout FranceBreakdown of French hotel facilities (2016)
Including 23 tourist hotels
with Palace Distinction
1.6%
9.1%
24.8%
Non classified
1*
32.3% 3.8%
2*
3*
28.4% 4*
5*
Source : Insee & Couch OmniumBreakdown of French hotel facilities (2016)
25 accredited CABs
10.7% Non classified
24.8%
1* to 3*
28 accredited CABs
4* & 5*
Hotel occupancy rate
64.5%
Source : Insee & Couch OmniumConclusion • Credibility of the classification procedure improved through the intervention of an accredited and competent inspection body • A good example of controls delegated by public authorities to worthy organizations of confidence !
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