New Zealand
Luxury Lodge
Accommodation
Assessment System
Qualmark New Zealand Luxury Lodge
March 2013
Copyright © Qualmark New Zealand Limited 2013
New Zealand Luxury Lodge
Assessment System
Introduction
Your eligibility to use tourism’s official quality mark is based on the assessment of your property using the
quality standards and criteria contained in this document.
 The Qualmark quality mark demonstrates to travellers that your business has undergone Qualmark’s
rigorous quality assessment and has been found to be professional and trustworthy.
 The Qualmark “New Zealand Luxury Lodge” logo represents a select and elite group of properties.
The Qualmark New Zealand Luxury Lodge assessment system applies to properties that demonstrate a range
of services, guest care, facilities and unique experiences synonymous with the very best on offer in New
Zealand.
How does the scoring work?
To be eligible for the Qualmark New Zealand Luxury Lodge logo and benefits, all of the criteria must be met
fully and completely.
The assessor will detail opportunities where the business does not meet the required standards of luxury,
uniqueness, and quality.
The assessment is conducted during an “overnight experience” of the business offerings and facilities. The
assessor will also require considerable engagement with the business owners/managers in order to determine
outcomes.
Relais & Chateaux, Small Luxury Hotels of the World
If the business is a current financial member of either Relais & Chateaux, or Small Luxury Hotels of the World;
it is determined to have met all Qualmark New Zealand Luxury Lodge criteria and is eligible to use the logo
and receive the associated benefits.
Qualmark New Zealand Luxury Lodge
March 2013
Copyright © Qualmark New Zealand Limited 2013
New Zealand Luxury Lodge Assessment
Table of Contents
1.0
1.1
2.0
2.1
2.2
2.3
2.4
2.5
2.6
3.0
3.1
3.2
3.3
4.0
4.1
4.2
4.3
5.0
5.1
5.2
5.3
6.0
6.1
6.2
6.3
6.4
6.5
7.0
Area
To be a New Zealand Luxury Lodge …
Entry Requirements
Respectfully New Zealand
Booking
Arrival
During Your Stay
Farewell
Respect for the Safety of Guests and the Community
Respect – for the New Zealand Tourism Industry
Naturally New Zealand
The Natural Environment
The Built Environment
The Service Environment
Uniquely New Zealand Experience
Being Uniquely New Zealand
Location and Heritage
Unique New Zealand Experiences
Peacefully New Zealand
Tranquility
Housekeeping
Comfort
Cuisine of New Zealand
Overall Cuisine
Service Environment
Food
Wine
Other Beverages
Additional Observations and Impressions
Qualmark New Zealand Luxury Lodge
March 2013
Copyright © Qualmark New Zealand Limited 2013
1.0 To be a New Zealand Luxury Lodge …
“To provide the inspired and unique New Zealand luxury experience that is a stay at a New Zealand Luxury
Lodge to all international, and an increasing number of discerning domestic, travellers.”
These ‘entrance criteria’ by themselves are not sufficient as there is also a requirement that guests experience
unsurpassed quality in the interactions with a New Zealand Luxury Lodge – in a very recognisable New
Zealand way that also recognises the various expectations of international visitors from all corners of the
world.
Entry Requirements
Is in an outstanding New Zealand location and/or a property that is deemed to be of distinctive
ambience and architecture
Has a professional and dedicated lodge manager onsite
Has no more than 25 accommodation rooms
Holds the appropriate licences (as required by the Territorial Local Authority)
Offers onsite fine dining with a suitably qualified chef
Provides a unique hosted experience by the owners and/or general managers
Has unique New Zealand experiences available to guests
Has a minimum inclusive high-season rack rate in excess of $400 per person per night
Has made an annual financial commitment to international marketing of New Zealand, and its own
property, off shore. Further, the lodge is prepared to work in an integrated manner with the retail and
wholesale travel trade at commissionable rates.
Participates in the Tourism New Zealand International Media programme.
Is committed to being legally compliant with all relevant national and regional legislation and
certification
Comments:
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2.0 Respectfully New Zealand
A New Zealand Luxury Lodge recognises that courtesy towards guests must come naturally – they intuitively
know when a guest requires a personal interaction and when they require peace and relaxation. The core
requirement though is that the guest is welcomed personally to the Luxury Lodge by the Owner, General
Manager or a Senior staff member and be farewelled in a similarly personal manner.
They also respect the New Zealand tourism industry by ensuring they participate fully in its development and
hold all necessary licences to allow them to operate in a safe and open environment. New Zealand culture is
important to them.
2.1 Booking
Were you able to check availability and make your booking online?
Were all pricing options and inclusions transparent?
Was the booking acknowledged within 24 hours with a personalised response – including confirming
how to get there, seeking to understand any food preferences and/or allergies and experiences you have
being organised prior to your arrival?
Comments:
2.2 Arrival
Were you welcomed in a personal manner immediately on arrival at the property?
Were your bags taken to your room for you – direct from your arrival mode of transport?
Were you offered complimentary refreshment on arrival?
Were you offered a full tour of the Lodge on arrival?
Comments:
2.3 During Your Stay
Were you greeted appropriately by all Lodge employees?
Were Lodge employees readily recognisable and appropriately dressed?
Do you feel that the Lodge employees have been trained to provide service in a personalised and
attentive manner whilst remaining unobtrusive?
Were all public areas clean?
Was an effort made to solicit feedback during the course of your stay?
Were you told how to contact staff for service or in an emergency – is the method outlined professional
and simple?
Has the Lodge represented itself accurately on its web site and in brochures?
Comments:
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March 2013
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2.4 Farewell
Was an offer made to collect your luggage from your room and have it delivered to your departing
mode of transport?
Is there a structure for written feedback?
Were you asked where you were travelling to next and offered assistance – e.g. driving directions, to
call ahead for ETA at next destination?
Were you personally farewelled by the Owner/General manager or a Senior member of staff?
Comments:
2.5 Respect for the Safety of Guests and the Community
Does the Lodge have:
Liquor Licences (including Manager’s Certificate) if required by the Territorial Local Authority.
Certificate of Registration relating to Food hygiene (pursuant to the Health Regulations (whether
required or not) and/ or having an employee with Unit Standards 167 and 168 – New Zealand Food Safety
Standards.
Fire Safety procedures
Does the lodge have an active emergency evacuation procedure?
Does the lodge have a member of staff who is appropriately first aid trained on staff at all times?
Adequate public liability insurance cover of at least $1,000,000 including punitive and exemplary
damages
Have the Lodge’s employees been trained in both the cultural idiosyncrasies of the local community
and international guests?
Comments:
2.6 Respect – for the New Zealand Tourism Industry
Has the Lodge made a demonstrable financial commitment to international marketing of New Zealand,
and its own property offshore in the last 12 months?
Does the Lodge work in an integrated manner with the retail and wholesale travel trade at
commissionable rates?
Is the Lodge an active participant in the Tourism New Zealand International Media programme?
Comments:
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March 2013
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3.0 Naturally New Zealand
Guests are hosted in a very naturally New Zealand manner. A New Zealand Luxury Lodge cares for the
natural environment as much as for the built environment. The result is a very natural New Zealand
experience, whether it is the bush, birds or beach or the beautiful relaxing landscaped gardens.
Couple this with evening hosting in a discretely New Zealand manner, furnishings and interior décor that
reflects the nature of the individual Lodge, and artwork or views that are breath taking in their perspective and
guests will have a naturally New Zealand experience. This naturally New Zealand experience is felt at both the
rational and emotive levels.
3.1 The Natural Environment
Does the external environment complement the positioning of the Lodge as one of New Zealand’s
premium accommodation providers?
Do the grounds and wider environment demonstrate respect for ‘natural New Zealand’?
Is there an appropriate pest control policy in place and has it been effectively implemented?
Is there an element within the natural environment that the guests would say ‘wow’? e.g. views,
gardens, walking tracks, bird life etc.
Comments:
3.2 The Built Environment
Does the interior décor accurately reflect the positioning of the Lodge as one of New Zealand’s
premium accommodation providers?
Is the built environment well maintained with an obvious pride in the presentation?
Does the lodge have procedures in place that creates a special ambiance in the evening?
Is there appropriate security lighting?
Comments:
3.3 The Service Environment
Is complimentary hosting of all guests offered each evening?
Are items such as complimentary, tea, coffee, fruit and snacks available in the room?
Is free Wi-Fi available at the Lodge?
Are external service providers personally endorsed by the owners and/or General Managers, and
reflective of the nature of service offered at the Lodge?
Comments:
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March 2013
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4.0 Uniquely New Zealand Experience
A New Zealand Luxury Lodge will be located in a unique part of New Zealand and/or be within a property or
environment of distinctly New Zealand character.
The history and geography of the location or property can be shared with stories/information – in written and
verbal form that enhances the guests appreciation of the unique environment (the people, the land and the
nature) in which they are staying.
From the New Zealand Luxury Lodge a wide range of uniquely New Zealand experiences will be available to
be shared with guests.
4.1 Being Uniquely New Zealand
Tell us what is uniquely New Zealand (or unique in New Zealand) about the lodge?
As one of New Zealand’s premium accommodation providers, does the Lodge deliver on this
promise?
Comments:
4.2 Location and Heritage
Does the Lodge have a location and/or heritage that is uniquely New Zealand?
Are stories evident to guests that support the location and heritage of the Lodge?
Does the Lodge, through its services and aesthetics deliver on its heritage and/or location?
Comments:
4.3 Unique New Zealand Experiences
Does the Lodge have three or more uniquely New Zealand experiences available to its guests. What
are these uniquely New Zealand experiences?
If experiences are provided by suppliers external to the Lodge, are processes in place to ensure
guests have the same level of service as they experience at the Lodge?
E.g. are service providers given details of guest names, food preferences, special interests or needs before
they participate in the experience?
Does the Lodge compendium provide a full outline of the services available and showcase the New
Zealand experience?
Comments:
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March 2013
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5.0 Peacefully New Zealand
For many guests arrival at a New Zealand Luxury Lodge is a ‘time out’ as they seek peace and tranquillity far
away from the stress of their daily lives.
A New Zealand Luxury Lodge will facilitate this time out through the services and environment it offers –
whether the guests sit and relax by an open fire, or on a balcony with a view, or enjoy a relaxing spa, a
peaceful walk or invigorating swim or kayak they will feel de-stressed by their time at a New Zealand Luxury
Lodge.
5.1 Tranquility
Does the Lodge provide a peaceful environment in which guests can relax?
Are there clear ‘chill out’ spaces such as private balconies, garden seating, walking amongst gardens
and/or bush?
Are the guest rooms quiet and free from outside noise that would interrupt the peacefulness of the
experience?
Does the Lodge have a policy of minimising the impact of noisy power tools, lawn mowers, quad bikes
etc whilst guests are in residence?
Is it clear to Lodge employees that guest areas are out of bounds to all staff – i.e. guests have their
own personal space?
Are there separate areas for staff dining and relaxation away from the guest areas?
Where public access is permitted to the Lodge, is there a policy that ensures ‘in-house guest service’
and tranquillity are not compromised?
Comments:
5.2 Housekeeping
Are the rooms well maintained such that guests would not be disappointed with aspects such as marks
on walls and floors?
Is there evidence of high quality cleanliness and attention to detail with regard to all housekeeping
activities – with in particular guest rooms and public spaces being free from dust?
Is the housekeeping undertaken at times of optimum guest convenience?
Comments:
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March 2013
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5.3 Comfort
Do the beds provide a comfortable night’s sleep?
Is the standard of linen appropriate for one of New Zealand’s premium accommodation providers?
Are extra rugs or blankets and pillows readily available within the rooms?
Are bathrobes and slippers of an appropriate quality made available?
Are toiletries of a suitable standard for one of New Zealand’s premium accommodation providers?
Is a turn-down facility offered to all guests whilst they are at dinner?
Note the turn-down facility is to include replacement of used towels, a tidy up of the bathroom and a
remaking of the beds (if necessary) making the room a delight for the guest to return to.
Are rooms at an appropriate temperature upon arrival?
Are guests advised how to use the in-room equipment upon arrival?
Comments:
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March 2013
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6.0 Cuisine of New Zealand
Fine New Zealand food and wine are an essential, and pleasurable, element of the New Zealand Luxury Lodge
experience. Each Lodge will offer its own unique insight into the food and wine of its region and will be
produced and served by people with an intimate understanding of the offering.
Recognising the International nature of guests, and their desire to start their day in a manner that is natural for
them all New Zealand Luxury Lodges provide an International breakfast menu to complement the best that
New Zealand has to offer.
6.1 Overall Cuisine
Is there a demonstrable regional influence evident that showcases local food and wine producers?
Does the dining room have a high quality ambience that reflects one of New Zealand’s premium
accommodation providers, incorporating appropriate design, music and aesthetics?
Comments:
6.2 Service Environment
Do the wait staff appear well trained, demonstrating an enthusiasm for the menu and wine list?
Do the wait staff have an excellent knowledge of the food, wine and the highlights of the local region?
Is the service provided in an attentive yet unobtrusive manner, reflective of one of New Zealand’s
premium accommodation providers?
Comments:
6.3 Food
Does the Lodge have an onsite Chef producing a fine dining experience?
Is the Chef available to speak with guests at their table about the Lodge menu and individual courses?
Does the Lodge have either Table d’hôte or full degustation menu options?
Where communal (Lodge style) dining is provided do guest have the choice of private dining tables?
Are breakfast, lunch and dinner available at the Lodge?
Are international breakfast options available at the Lodge?
Are guests introduced to a printed menu prior to dining?
Does the menu and/or the food served emphasise the best of New Zealand fresh food?
Comments:
6.4 Wine
Does the Lodge have an extensive wine list featuring wines from the local region whilst maintaining an
international perspective through its wine list?
Do the wait staff and/or sommelier have an extensive understanding of the wine list and are able to
give professional food matching recommendations?
Does the degustation menu (if one is available) have an optional wine match?
Comments:
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March 2013
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6.5 Other Beverages
Does the drinks menu have an extensive range of non-alcoholic beverages?
Is there a comprehensive range of beers, spirits and aperitifs?
Comments:
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7.0 Additional Observations and Impressions
Since each New Zealand Luxury Lodge will have its own unique charms and distinctions, please use this
section to summarise any additional observations and impressions of the lodge that distinguish it from other
lodges in its area, or from other lodges in New Zealand, that will ensure that visitors will recognise the
experience as characteristic of a New Zealand Luxury Lodge. Use additional space as necessary.
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March 2013
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Qualmark Code of Ethics
The Qualmark Code of Ethics requires Qualmark Licence Holders, in conjunction with their
establishment, to:
1. Recognise and affirm the right of the customer to courteous, prompt and honest
service;
2. Maintain high standards and fair practice in all business transactions;
3. Accord customers of all cultural origins equal respect and consideration;
4. Price goods and services fairly and unambiguously in New Zealand dollars;
5. Ensure that advertising is accurate and truthful, and free of any device which could
create a misleading impression or otherwise be contrary to the public interest;
6. Establish and maintain procedures for the prompt handling of complaints, ensuring that
all inquiries, refunds and returns of goods (where applicable) are dealt with properly
and reasonably;
7. Keep proper books of account and conduct all affairs in a professional manner;
8. Uphold and observe all laws and regulations pertaining to their business, particularly
those governing the provision and sale of goods and services and safety;
9. Meet all responsibilities to employees by observing all laws and awards, by giving
proper training and instruction, by providing adequate working conditions, equipment
and facilities, and supervising standards of safety and work practices;
10. Act in an environmentally responsible way;
11. Maintain high standards both in equipment and procedures to ensure that customer
safety is protected as much as reasonably possible given the type of business activity;
12. Uphold the interests and reputation of New Zealand as a quality destination for visitors
and travellers, offering friendly, hospitable service.
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March 2013
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