Guidelines issued for MHRA label scheme

Parliamentary secretary Mario de Marco said that the restaurants industry has made positive leaps forward in the past years and that the scheme ensures that the sector continues to improve its service.

The scheme will allow tourists to identify the quality level of a restaurant and ensures the restaurant owners invest in all the aspects of a restaurant experience whilst keeping the industry competitive, he said.

The scheme, developed by the MHRA earlier this year is an attempt to motivate restaurant operators to adopt best practices and to be acknowledged for high level of service.

The first group of 11 participants will be allowed a six month “adjustment period” to implement necessary standards, polices, procedures and training as in the Operational Guidelines Manual.

As well as providing evidence of compliance in all areas restaurateurs will have to score a 75% or over mark through a mystery guest audit. They will then be awarded the MHRA Recommended Label and receive exposure through the MHRA website www.dineinmalta.com, the quarterly magazine and the MTA website.

Awarded restaurants will continue to be monitored at regular intervals to ensure standards are kept.

MHRA President George Micallef said that the “MHRA has always encouraged members to raise standards and deliver the best possible service to customers. The restaurant sector is considered a vital component of Malta’s tourism product and through this scheme, the MHRA is aiming to award those that achieved and seek to maintain very highest operational standards.”  

The scheme encompasses ten areas of assessment including identification and adoption of a mission statement, service standards, full compliance with MTA requirements, full compliance with fire and safety requirements and an average of Grade A or B during the last three inspections held by the Occupational Health and Food Division.

The restaurant must also include an on-going customer survey and the proper recording and follow up of complaints, the provision of staff training and staff handbook, consistency in the service offer and a clear marketing policy including a restaurant website.