Gold Star awards
The Gold Star award accolade was introduced to highlight establishments within the Quality Assurance scheme that strive to exceed customer expectations on an on-going basis, whilst taking an innovative and proactive approach to customer care.
These awards can be achieved by properties at any star grade. In order to be considered for a Gold Star award, establishments must demonstrate a track record of exceptional hospitality and service delivery, well in excess of what is expected at the particular star grade. Determining factors will therefore include current Quality Assurance scores (particularly hospitality and service), Quality Assurance scoring history and guest feedback.
To achieve a Gold Star award, a business must:
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Demonstrate outstanding hospitality and customer care delivered over an extended period of time
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Significantly exceed levels of hospitality and service expected at their Star rating
-
Provide an extensive and high quality selection of food which demonstrates an appreciation of local produce in line with the principles of VisitScotland’s Taste Our Best food scheme
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Meet expectations of their award in all other areas (bedrooms, bathrooms etc)
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Show an element of 'wow factor' in what they do in line with their Star rating
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Demonstrate innovation and a clear anticipation of guest needs
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Show a clear commitment towards inclusive and responsible tourism
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Demonstrate positive and professional approach to guest feedback
The percentage requirements are listed for each Star rating, however, these are only guidelines and there are many other elements to achieving a Gold Star award.
Gold Star award percentage requirements:
|
1 Star
|
2 Star
|
3 Star
|
4 Star
|
5 Star
|
Overall percentage
|
56%
|
60%
|
74%
|
85%
|
93%
|
Cleanliness
|
75%
|
75%
|
75%
|
90%
|
95%
|
Hospitality and friendliness
|
75%
|
75%
|
75%
|
90%
|
95%
|
Service and efficiency
|
75%
|
75%
|
75%
|
90%
|
95%
|
Food
|
70%
|
70%
|
70%
|
80%
|
90%
|
Bedrooms
|
46%
|
53%
|
66%
|
77%
|
88%
|
Bathrooms
|
46%
|
53%
|
66%
|
76%
|
86%
|
Public areas
|
46%
|
53%
|
66%
|
80%
|
90%
|
Dining areas
|
46%
|
53%
|
66%
|
80%
|
90%
|
There is no need to apply separately for a Gold Star award – every business is considered for these through their Quality Assurance membership. Proposed Gold Star awards require confirmation by the Quality Review Committee and may involve a second incognito visit to confirm eligibility for an award. It is unlikely that a business would achieve a Gold award in its first year of operation.