THE PROCESS
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The establishment submits a ‘Request for Participation.
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The applicant is interviewed and the whole process is clearly explained. Before being accepted, the applicant must feel confident and ensure full commitment throughout the whole process.
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An Agreement is then signed.
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The Participant is allowed an ‘Adjustment’ period of six months to set up and activate all the procedures, and train the staff accordingly.
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During the ‘Adjustment” period the participant may seek assistance from the MHRA to facilitate the implementation process.
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The ‘Adjustment’ period having been completed, the establishment will undergo a Mystery Guest Audit (unannounced). This will be closely followed by the Assessor’s visit (by appointment).
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For a ‘Recommended’ certificate to be awarded the establishment must have a ‘Pass’ on all the Areas of Assessment. In areas where a ‘Fail’ is registered a timeframe is agreed within which the participant has to take corrective measures before being re-assessed.
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Having successfully completed the assessments, the establishment will be awarded the ‘Recommended’ certificate, which will be valid for two years.
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During the validation period the establishment will undergo a Mystery Guest audit (MGA) every six months, and a review of the assessment after one year. Serious, and/or continuous, discrepancies in either the MGA or the Assessment may lead to the certificate being revoked.
The Process….contd…
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A full report will be forwarded after each MGA / assessment. This will be analysed together with the participant and corrective measures and further targets established.
- MHRA will manage and administer the Scheme. The assessments and audits will be run by independent third parties ( on behalf of MHRA) who will not have any conflict of interest.
The MHRA will appoint an Adjudication Board, composed of competent individuals, and, who do not have any direct interest within the hospitality industry. The Board will have the final decision on the award of certificates.
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MHRA will appoint a company, an individual, to run the mystery guest audits and the assessments. A list of preferred consultants will be published by the MHRA who may be engaged by the participants to assist them during the certification period.
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Some of the key benefits which the participants will enjoy from
the scheme are:
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Special Mention on the MTA Website
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Special mention on the MHRA website
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Special listing on the MHRA magazine
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Special mention in the Dine in Malta website
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The Board’s decisions will be final, however, participants will have the opportunity to meet the board to seek clarifications and explanations of its decisions.
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The awardees may use the Recommended logo (as provided by the MHRA) for the purpose of promoting and marketing the business. No alterations are allowed to be applied to the log. The scheme is to be referred to as ‘The MHRA Recommended Label’ in Press Releases, publications and the website.
FOR FURTHER INFORMATION CONTACT VINCENT LUNGARO-MIFSUD
membership.officer@mhra.org.mt
Tel: 21 318133 Mob: 9946 0866