BUDAYA & WARISAN
(CULTURE & HERITAGE)
MEETINGS, INCENTIVE,
CONFERENCE &
EXHIBITION TOURISM
(MICE)
CONTENTS
No. Contents Page
i. Profile 3
Endorsement Assessment Criteria
1.0 Marketing & Promotion
1.1 Telephone Enquiries 4
1.2 Leaflet & Brochure 4
1.3 Digital Presence (Website/Social Media Page/E-Commerce Site) 5
2.0 Appearance & Experience
2.1 Signage 6
2.2 Physical Appearance 6
2.3 Cleanliness 7
2.4 Content and Activities 7
3.0 Facility
3.1 Toilets 8
3.2 Retail / Souvenir Shop 8
3.3 Parking Facility 9
3.4 Food & Beverage 10
3.5 Mussola/Surau 11
3.6 Booking & Payment 11
4.0 Staff & Business Operator
4.1 Reliability 13
4.2 Tangible 13
4.3 Responsiveness 13
4.4 Assurance 14
4.5 Empathy 14
5.0 Safety Practices
5.1 Equipment 15
5.2 Safety Personnel 15
6.0 Sustainability Practices
6.1 Social (Community) 16
6.2 Economic 16
6.3 Ecology (Environment) 17
7.0 Endorsement Assesment Scorecard 18
i. PROFILE
Name of Attraction :
Ownership
:
Government-owned
Private-owned
Company Name :
Year of Establishment :
Address
:
:
:
Telephone Number :
Fax Number :
Website :
Email Address :
Contact Person :
Telephone Number :
(Mobile)
Name of Assessor :
Date of Assessment :
0 1 2 3 4 5
Not Available Non-Compliance Almost
Non-Compliance
Partly Compliance Almost Full
Compliance
Full Compliance
1.0 MARKETING & PROMOTION
NO. REQUIREMENTS
REMARKS
1.1 Telephone Enquiries (6 requirements) 0 1 2 3 4 5
1. Staff picks up within 3 rings
2.
Staff communicates in universal languages with Bahasa Melayu
used as mandatory
3.
Staff states attraction name, his/her name, and greets caller when
answering the phone
4.
Staff asks the purpose of the call before informs and advises caller
about special activities/special events/promotions/etc
5.
Staff has comprehensive knowledge of attraction, facilities and
directions
6.
Staff provides alternative methods of accessing the attraction (public
bus, shuttle bus, taxi, train and e-hailing services)
TOTAL
SUB-CRITERIA TOTAL :
NO. REQUIREMENTS
REMARKS
1.2 Leaflet & Brochure (10 requirements) 0 1 2 3 4 5
1. Information leaflet and brochure are available for visitors
2. Manageable size, readable and comprehensive for user
3.
All texts, graphics and photos are clear, readable and highlights
Unique Selling Proposition (USP)
4.
Pertinent information is given (operation hours, events, promotion
etc)
5. Contact details are provided
6. Location map is simple, accurate and guidable
7.
Clear information on how to get there (public bus, shuttle bus, taxi,
train and e-hailing services)
8.
Limitations or restrictions are clearly communicated (appropriate for
children, pets allowed/not allowed, facilities for disabled visitors, etc)
9. Usage of universal languages with Bahasa Melayu mandatory
10.
Certifications, endorsement, or/and awards from relevant authorities
to show compliance are clearly displayed (Halal, Local Authority,
ISO, etc)
TOTAL
SUB-CRITERIA TOTAL :
0 1 2 3 4 5
Not Available Non-Compliance Almost
Non-Compliance
Partly Compliance Almost Full
Compliance
Full Compliance
1.0 MARKETING & PROMOTION
NO. REQUIREMENTS
REMARKS
1.3
Digital Presence (Website/Social Media Page/E-Commerce
Site) (13 requirements)
0 1 2 3 4 5
1. Clearly laid out and user friendly
2. Information is relevant and up to date
3.
All texts, graphics and photos are clear, readable and highlights
Unique Selling Proposition (USP)
4. Photographs, video and graphics used are appropriately captioned
5. Location map is simple, accurate and guidable
6.
Clear information on how to get there (public bus, shuttle bus, taxi,
train and e-hailing services)
7.
Limitations or restrictions are clearly communicated (appropriate for
children, pets allowed/not allowed, facilities for disabled visitors, etc)
8.
Compatible with latest web standards on all computers and devices
(desktop PCs, laptops, tablets, smartphones)
9.
Pertinent information is given (operation hours, events, promotion
etc)
10. Contact details are provided
11. Usage of universal languages with Bahasa Melayu mandatory
12. Appropriate attire for visitors is clearly stated or/and provided
13. Details of menu/package/pricing information are clearly stated
TOTAL
SUB-CRITERIA TOTAL :
0 1 2 3 4 5
Not Available Non-Compliance Almost
Non-Compliance
Partly Compliance Almost Full
Compliance
Full Compliance
2.0 APPEARANCE & EXPERIENCE
NO. REQUIREMENTS
REMARKS
2.1 Signage (13 requirements) 0 1 2 3 4 5
1. Car parking areas are clearly marked and directed
2. Signages are well maintained
3. Signages are visible
4.
Signages are in universal languages with Bahasa Melayu is used as
mandatory
5.
Orientation boards/map are available and clearly indicates where
visitors are currently located
6. Symbols for signages are properly used to communicate meaning
7. Signages are easy to read (colour, fonts, font sizes, layout etc.)
8. Signages accurately indicates the usage of space/area/section
9.
Signages on general visitor conduct are available (e.g. no smoking,
please be quiet, don’t feed the animals, please queue, under
construction, no entry, etc.)
10.
Certifications from relevant authorities are clearly displayed (Halal,
Local Authority, KKM)
11.
Activities offered, duration/distance of activity and prices are clearly
displayed
12. Instructions to use the equipment is clearly written and positioned
13. Appropriate attire for visitors are clearly stated or/and provided
TOTAL
SUB-CRITERIA TOTAL :
NO. REQUIREMENTS
REMARKS
2.2 Physical Appearance (10 requirements) 0 1 2 3 4 5
1. Driveways/cycle ways are surfaced and well maintained
2. Walking paths are clearly defined and well maintained
3. Buildings are well maintained
4. Rooms and/or surroundings are effectively lit
5. Building and surroundings are family-friendly
6. Resting/Waiting area is appropriately located
7.
Ramp and railing for disabled visitors are provided and well
maintained
8. Touch screen kiosks and/or computers are available and functioning
9. Decorations are relevant to the theme
2.0 APPEARANCE & EXPERIENCE
10.
Well equipped with modern hall facility (staging, lighting, audio,
video, etc.)
TOTAL
SUB-CRITERIA TOTAL :
NO. REQUIREMENTS
REMARKS
2.3 Cleanliness (7 requirements) 0 1 2 3 4 5
1. Clean, well maintained and have sense of welcoming
2. Regular and effective cleaning schedule is provided
3. Ventilation is good to prevent unwanted smells
4. Bins are in good condition, suitable and well maintained
5. Bins are sufficient and conveniently located
6. Grass well cut and properly maintained
7.
All equipment, fixture, fittings and/or transportation are in good
condition, clean and well maintained
TOTAL
SUB-CRITERIA TOTAL :
NO. REQUIREMENTS
REMARKS
2.4 Content and Activities (8 requirements) 0 1 2 3 4 5
1. Range of content/activities should reflect the main theme
2.
Provide wide range of activities to cater different target market (e.g.
age, country, etc.)
3. Multiple good viewing points
4. Activity times and locations are clearly informed
5. Assigning tables/seats/turns to visitors are well managed
6.
Good visitor management (crowd control, flow of visitors, direction
indicator)
7. Interactive to increase enjoyment, engagement and understanding
8. Activities and facilities emphasize on visitors' comfort
TOTAL
SUB-CRITERIA TOTAL :
0 1 2 3 4 5
Not Available Non-Compliance Almost
Non-Compliance
Partly Compliance Almost Full
Compliance
Full Compliance
0 1 2 3 4 5
Not Available Non-Compliance Almost
Non-Compliance
Partly Compliance Almost Full
Compliance
Full Compliance
3.0 FACILITY
NO. REQUIREMENTS
REMARKS
3.1 Toilets (10 requirements) 0 1 2 3 4 5
Layout & Design
1. Sufficient and conveniently located
2. Well designed for ease of use
3. Area is effectively lit
4. Baby changing and nursing rooms are provided
5. Facilities for disabled are provided
Fittings & Fixtures
6.
Good range of hygiene materials are available and functioning
(tissues, hand soap, sanitary bins, hand dryers, hooks, etc.)
Maintenance & Cleanliness
7. Clean and well maintained
8. Well ventilated and deodorized to prevent unwanted smells
9. Well decorated (flower, paintings, etc.) to enhance the interiors
10. Work areas under maintenance are sealed off
TOTAL
SUB-CRITERIA TOTAL :
NO. REQUIREMENTS
REMARKS
3.2 Retail / Souvenir Shop (16 requirements) 0 1 2 3 4 5
Layout & Design
1. Conveniently located
2. Spacious and ease of customer flow
3.
Spacious for moving equipment (e.g. baby stroller, wheelchair,
trolley)
4. Cashiers are clearly marked and visible
5. Decorations are relevant to the theme
6. Area is effectively lit
Range and Presentation of Merchandise
7. Range of retail items are suitable for target segments
8.
Range of retail items prioritized/emphasized the Malaysia elements
(cultural heritage, hand-crafted souvenirs, etc.)
9. Retail items are well displayed
0 1 2 3 4 5
Not Available Non-Compliance Almost
Non-Compliance
Partly Compliance Almost Full
Compliance
Full Compliance
3.0 FACILITY
10. Retail items are grouped together and easy to find
11. Retail items are current and regularly restocked
12. Price of retail items are clearly tagged/stated
Maintenance & Cleanliness
13. Shop interior is clean and well maintained
14. Retail items are free from dust and stains
15. Ventilation is good to prevent unwanted smells
16. Work areas under maintenance are sealed off
TOTAL
SUB-CRITERIA TOTAL :
NO. REQUIREMENTS
REMARKS
3.3 Parking Facility (9 requirements) 0 1 2 3 4 5
Layout & Design
1. Sufficient and conveniently located
2. Parking bay is clearly defined
3. Parking bay is available for various vehicle types
4. Parking bay for disabled are provided
5. Drop-off points are provided
6. Area is effectively lit
7. Landscaping is well designed
Maintenance & Cleanliness
8. Clean and well maintained
9. Work areas under maintenance are sealed off
TOTAL
SUB-CRITERIA TOTAL :
0 1 2 3 4 5
Not Available Non-Compliance Almost
Non-Compliance
Partly Compliance Almost Full
Compliance
Full Compliance
3.0 FACILITY
NO. REQUIREMENTS
REMARKS
3.4 Food & Beverage (22 requirements) 0 1 2 3 4 5
Layout & Design
1. Conveniently located
2. Spacious and ease of customer flow
3.
Spacious for moving equipment (e.g. baby stroller, wheelchair,
trolley)
4. Cashiers are clearly marked and visible
5. Decorations are relevant to the theme
6. Area is effectively lit
Fittings & Fixtures
7.
Good range of hygiene materials are available and functioning
(tissues, hand soap, bins, hand dryers, etc.)
8. Tables and chairs are sufficient and well arranged
9. Tables and chairs are well designed and ergonomic
10. Sinks and bins are conveniently located
11. Baby chairs are provided
Range, Presentation & Quality of Food
12. Menu offerings are suitable for target segments
13. Food is fresh and well-presented
14. Menus are well displayed and easy to read
15. Prices are clearly printed/displayed
16. Menu offerings are available
Maintenance & Cleanliness
17. All areas are clean, well maintained and have sense of welcoming
18. Systematic clearing of tables
19. Utensils provided are clean
20. Shop interior is clean and well maintained
21. Ventilation is good to prevent unwanted smells
22. Work areas under maintenance are sealed off
TOTAL
SUB-CRITERIA TOTAL :
0 1 2 3 4 5
Not Available Non-Compliance Almost
Non-Compliance
Partly Compliance Almost Full
Compliance
Full Compliance
3.0 FACILITY
NO. REQUIREMENTS
REMARKS
3.5 Mussola/Surau (11 requirements) 0 1 2 3 4 5
Layout & Design
1. Sufficient and conveniently located
2. Well designed for ease of use
3. Area is effectively lit
4. Facilities for disabled are provided
5. Direction of Qibla is provided and updated
Fittings & Fixtures
6.
Good range of hygiene materials are available and functioning
(tissues, hand soap, bins, hand dryers, hooks, etc.)
Maintenance & Cleanliness
7. Clean and well maintained
8. Well ventilated and deodorized to prevent unwanted smells
9. Well decorated (flower, paintings, etc.) to enhance the interiors
10. Work areas under maintenance are sealed off
11.
Prayer mat and prayer attires are provided, clean and well
maintained
TOTAL
SUB-CRITERIA TOTAL :
NO. REQUIREMENTS
REMARKS
3.6 Booking & Payment (9 requirements) 0 1 2 3 4 5
Online and Offline Process
1. Well-structured booking and reservation procedure
2. Clear terms and conditions
3. Clear payment options are provided
4.
Confirmation via verbal / email / SMS is provided (notifications,
invoice, receipt)
5.
Appointed agents are licensed/authorized by Ministry of Tourism,
Arts and Culture (MOTAC)
Offline Process
6. Queues are effectively managed
7. Effective visitor management to reduce congestions (ticket queue)
0 1 2 3 4 5
Not Available Non-Compliance Almost
Non-Compliance
Partly Compliance Almost Full
Compliance
Full Compliance
3.0 FACILITY
8. Counters are clearly marked and visible
9. Cashless payment methods are provided
TOTAL
SUB-CRITERIA TOTAL :
0 1 2 3 4 5
Not Available Non-Compliance Almost
Non-Compliance
Partly Compliance Almost Full
Compliance
Full Compliance
4.0 STAFF & BUSINESS OPERATOR
NO. REQUIREMENTS
REMARKS
4.1 Reliability (4 requirements) 0 1 2 3 4 5
1. Staff provides services as promised
2. Staff is reliable in handling customer’s service problems
3. Staff performs services right the first time
4. Staff provides services as promised time
TOTAL
SUB-CRITERIA TOTAL :
NO. REQUIREMENTS
REMARKS
4.2 Tangible (3 requirements) 0 1 2 3 4 5
1. Staff portrays a neat and professional appearance.
2. Staff are easily recognized through uniform and/or nametags.
3.
Staff wear appropriate costumes, accessories or working apparatus
to enhance appearance and authenticity of theme
TOTAL
SUB-CRITERIA TOTAL :
NO. REQUIREMENTS
REMARKS
4.3 Responsiveness (6 requirements) 0 1 2 3 4 5
1.
Staff keeps customers informed about when services will be
performed
2. Staff provides prompt service to customers
3. Staff always willing to help customers
4. Staff always ready to respond to customer’s requests
5.
Staff are fluent in universal languages with Bahasa Melayu is used
as mandatory
6.
Staff use simple language when answering enquiries and
communicating information
TOTAL
SUB-CRITERIA TOTAL :
0 1 2 3 4 5
Not Available Non-Compliance Almost
Non-Compliance
Partly Compliance Almost Full
Compliance
Full Compliance
4.0 STAFF & BUSINESS OPERATOR
NO. REQUIREMENTS
REMARKS
4.4 Assurance (6 requirements) 0 1 2 3 4 5
1. Staff can instill confidence in customers
2.
Staff able to make customers feel safe in any private and
confidential matters
3. Staff is consistently courteous
4. Staff has knowledge to answer customer questions
5.
Staff are able to make recommendations and give professional
advise
6. Staff is well informed with the workplace guideline
TOTAL
SUB-CRITERIA TOTAL :
NO. REQUIREMENTS
REMARKS
4.5 Empathy (5 requirements) 0 1 2 3 4 5
1. Staff give customers individual attention and make them feel special
2. Staff can deal with customers in a caring way
3. Staff has the customer’s best interest at heart
4. Staff understands the specific needs of guests
5. Staff are willing to make necessary arrangements
TOTAL
SUB-CRITERIA TOTAL :
0 1 2 3 4 5
Not Available Non-Compliance Almost
Non-Compliance
Partly Compliance Almost Full
Compliance
Full Compliance
5.0 SAFETY PRACTICES
NO. REQUIREMENTS
REMARKS
5.1 Equipment (11 requirements) 0 1 2 3 4 5
1.
Sufficient and convenient provision of safety equipment
- First Aid Component
- First Safety Component (fire extinguisher, smoke detector)
- Automated External Defibrillators (AED) device
2.
All equipment, fixture, fittings and/or transportation are safe and in
fully working condition
3. CCTVs are installed, well located and functioning
4.
Hazardous/danger/threat areas are blocked off to visitors with
appropriate signage
5. Use of railings where appropriate
6. Walking areas are appropriately surfaced to prevent slipping
7.
Slippery surfaces are clearly communicated to visitors using
appropriate signages
8. Emergency Cue cards/procedures are clearly displayed
9.
Emergency signages and zones (i.e. assembly point area etc.) are
available
10. Safety/warning signages are available
11.
Scheduled inspections are conducted to ensure all equipment is in
fully working condition (e.g. operation book)
TOTAL
SUB-CRITERIA TOTAL :
NO. REQUIREMENTS
REMARKS
5.2 Safety Personnel (2 requirements) 0 1 2 3 4 5
1. Safety personnel always available
2.
Dedicated team are trained and certified (e.g. fire drills,
communication, ERT, professional certified, specific license)
TOTAL
SUB-CRITERIA TOTAL :
0 1 2 3 4 5
Not Available Non-Compliance Almost
Non-Compliance
Partly Compliance Almost Full
Compliance
Full Compliance
6.0 SUSTAINABILITY PRACTICES
NO. REQUIREMENTS
REMARKS
6.1 Social (Community) (8 requirements) 0 1 2 3 4 5
1.
Company hired local staff for managerial and non-managerial
position
2. Company purchase local products and services
3. Company develops a win-win business relationship with local people
4.
Company involves the local community during tours and/or
operation
5.
Company contributes in-kind sponsorship (venue, manpower,
transportation, expertise) to local community
welfare/projects/programs including tourism and non-tourism
activities
6.
Company creates social dialogues with local communities when
developing new tourism products/tour packages
7.
Company educates community about biodiversity/resource
protection/mitigation of social issues
8.
Company gives opportunity to local communities to sell their
products/services
TOTAL
SUB-CRITERIA TOTAL :
NO. REQUIREMENTS
REMARKS
6.2 Economic (5 requirements) 0 1 2 3 4 5
1.
Company involves in cost saving practices (e.g. rain water harvest,
energy saving bulb, etc)
2.
Company prioritizes collaboration with other companies/operators
which are certified and practice sustainability
3.
Company creates strategic partnership with other
companies/operators in implementing sustainable tourism
4.
Donate a percentage of profits to environmental/social/cultural
projects
5.
Company contributes in-kind sponsorship (venue, manpower,
transportation, expertise) to local community
welfare/projects/programs including tourism and non-tourism
activities
TOTAL
SUB-CRITERIA TOTAL :
0 1 2 3 4 5
Not Available Non-Compliance Almost
Non-Compliance
Partly Compliance Almost Full
Compliance
Full Compliance
6.0 SUSTAINABILITY PRACTICES
NO. REQUIREMENTS
REMARKS
6.3 Ecology (Environment) (6 requirements) 0 1 2 3 4 5
Remarks: Company purchases items that are legally allowed only and avoids
purchasing items from rare or threaten species of animals, culture or heritage
items, no feeding the wildlife or cutting down trees, wildlife conservation practices,
etc.
1.
Company use sustainability related initiatives for marketing
purposes
2. Company purchase environmentally friendly products
3. Company uses environmentally friendly products for corporate gifts
4.
Company ensures the packages that are offered do not interfere
with the ecological system
5.
Company participates in reduce, recycle and reuse (3R) in the
operation
6. Company guide visitors with ‘Leave No Trace’ policy
TOTAL
SUB-CRITERIA TOTAL :
7.0 ENDORSEMENT ASSESSMENT SCORECARD
NO. CRITERIA & REQUIREMENTS
SUB-CRITERIA
TOTAL
WEIGHTAGE RESULT
1 Marketing & Promotion (29 requirements)
1.1 Telephone Enquiries (6)
1.2 Leaflet & Brochure (10)
1.3
Digital Presence (Website/Social Media
Page/E-Commerce Site) (13)
Total Score for Criteria 30
2 Appearance & Experience (38 requirements)
2.1 Signage (13)
2.2 Physical Appearance (10)
2.3 Cleanliness (7)
2.4 Content and Activities (8)
Total Score for Criteria 40
3 Facility (77 requirements)
3.1 Toilets (10)
3.2 Retail / Souvenir Shop (16)
3.3 Parking Facility (9)
3.4 Food & Beverage (22)
3.5 Mussola/Surau (11)
3.6 Booking & Payment (9)
Total Score for Criteria 40
4 Staff & Business Operator (24 requirements)
4.1 Reliability (4)
4.1 Tangible (3)
4.3 Responsiveness (6)
4.4 Assurance (6)
4.5 Empathy (5)
Total Score for Criteria 30
5 Safety Practices (13 requirements)
5.1 Equipment (11)
5.2 Safety Personnel (2)
Total Score for Criteria 25
6 Sustainability Practices (19 requirements)
6.1 Social (Community) (8)
6.2 Economic (5)
6.3 Ecology (Environment) (6)
Total Score for Criteria 30
7 Visitor Survey (12 requirements)
15
TOTAL RESULT
TOTAL PERCENTAGE (70% or above to pass)
GENERAL COMMENTS
Assessed by: Approved by:
Name: Name:
Date : Date :