New restaurant quality scheme

The Malta Hotels and Restaurants Association has launched a quality scheme that recognises high level service and incentivises restaurants to adopt professional practices.

Restaurants taking part will be awarded the MHRA Recommended label after being assessed by an independent board that will inspect the outlet against a set of standard criteria.

The scheme looked beyond the customer and tackled the establishment’s operation, MHRA CEO George Schembri said.

It came at a time when holidaymakers were booking more on a bed-only or bed-and-breakfast basis and sought gastronomy outside their hotels, he added.

The scheme reviews restaurants vying for the label in 10 areas, including the identification and adoption of mission statements, service standards and full compliance with Malta Tourism Authority requirements, health and safety regulations and fire and safety requirements.

Participants will be allowed a six-month “adjustment period” to implement the standards, policies, procedures and training required.

On completion of the assessment, restaurants will be presented with the MHRA Recommended label for a period of two years, during which the participants will undergo a mystery audit every six months and a review of the assessment after the first 12 months.

Although the MHRA will administer the scheme, the assessment will be carried out independently by third parties contracted by the association. An adjudication panel will award the final certification.

Mr Schembri said that, among others, the scheme’s incentives included exposure in the MHRA magazine and other media and an online presence where the successful restaurants would be indicated as having the recommended label.

The MHRA restaurants’ committee chairman, Noel Debono said standards would be adapted to the restaurant’s class. There are about 1,400 licences, out of which 44 are first class restaurants and 40 are first class snack bars. There are 268 second class restaurants and more than 500 snack bars.

Speaking on behalf of Tourism Parliamentary Secretary Mario de Marco, the MTA’s policy assurance director Frank Farrugia said the scheme, endorsed by the authority, was a move towards self-regulation. Tourism had developed into an individual phenomenon where quality service gained importance in the travel experience, he said, adding that the latest market profile surveys showed 25 per cent of service provided failed to reach guests’ expectations. Moreover, value for money was deteriorating.

The total cost for the programme spread over 30 months is €1,400. Registration fee is €560 and the rest is paid in three instalments.