Tourism and Hospitality & Catering Services

B&W Certification – Hospitality Certification Standard             

“Strengthen Trust – Empower guest safety in your hotel and organization”

The B&W CERT certification, to ensure the health and safety of customers in the hospitality sector, is aimed at hotel businesses, tourist accommodation and clubs, as well as sporting event hosting facilities (stadiums), festival organisers and widely attended events.

As early as 2012, Swiss Approval developed the first standard for the management of guests who might have health problems, entitled MEDICAL TOURISM FRIENDLY HOTEL – MTFH. In December 2014, the new international standard HSTAR I for Blue Service, developed specifically for the purpose of health safety certification in hospitality and mass events, was developed and is the intellectual property of SwissApproval.

In April 2020, Swiss Approval is issuing the new version of the standard, updated and updated to the new CONVID19 pandemic data on the Safety and Health of Visitors in Emergency Medical Care and Infection Prevention by Swiss Approval International.

The new requirements that are being formed internationally due to the CONVID19 pandemic in the tourism industry are radically different from those known today. The safety of visitors from the moment they pass through the door of a tourist accommodation has now acquired new dimensions, in terms of managing the visitor within the tourist accommodation and ensuring public health to the maximum extent possible.

The radical reorganization of the operation of a hospitality unit, Hotel or Campsite, in the context of current conditions, is an imperative challenge, and Swiss Approval, through an International team of experts and scientists, offers the International market an excellent tool for the organization of Hotel services, which responds to this challenge.

The key requirements outlined in Swiss Approval’s new B&W CERT standard for the organization and management of hospitality services, among other more specific ones, are:

The creation of a new service department, the so-called B&W department, which will operate in parallel with the existing ones (Reception, Catering, Room Services, etc..) and will have as its exclusive object 2 main categories:

– Communicable diseases and epidemiological surveillance (White office). Organisation and implementation of hygiene, prevention, vigilance and epidemiological surveillance rules to avoid the possible transmission of an infectious disease such as COVID-19, or to limit its transmission, with regard to the guests of the hospitality unit.

– Non-communicable diseases and first aid (Blue Office). Ensure more effective emergency medical care and basic primary health care services for visitors to the accommodation facility who may experience problems.

Redesigning the Tourism and Hospitality Industry

B&W’s innovation consists in the creation of a new operational department, which comes in contact with the traditional departments (reception, cleaning service, restaurant, administration, etc.), the so-called B&W Service Department, which deals directly with the Health and Safety of Visitors and Guests in each hospitality structure.

A new type of activities will be integrated on a permanent basis, in the daily operation of the hospitality structure.

This will entail an increase in operating costs , but at the same time will significantly increase the feeling of safety and well-being of visitors and guests.

The increase in costs is related to the following factors:

Guarantee a maximum capacity not exceeding 85% in order to guarantee a minimum number of quarantine rooms if required. The maximum occupancy level could also be set by local authorities.

Investment in facilities and specific employment of human resources and training.

The combination of out-of-hospital medical care, emergency care, use of personal protective equipment and infectious disease prevention measures provides a challenge that needs to be effectively addressed for the safety of visitors.

The scope of the “B&W” Accreditation Criteria and Compliance Assessment Plan is to ensure the desired level of wellness and health safety in the context below:

• Non-communicable health incidents , related to acute and intermediate health care response, emergency case management as well as primary health care case management.
• Communicable disease incidents , related to the prevention and monitoring of the management of infectious communicable diseases, as well as the acute healthcare response to an emergency, due to an infectious event or outbreak in the accommodation facilities, during an epidemic or pandemic situation.

The above is related to any service provided by a “Hospitality Business” to its guests and visitors, which is defined by the generic term: “B&W CERTIFICATION”.

The “Business” in the perspective of the “B&W certification criteria”, does not assume any responsibilities related to medical services and does not subsidize the role of any medical care provider, but aims to ensure effective implementation of health and safety procedures for all guests and visitors.

“B&W CERT” Requirements Framework.

This is the set of qualification criteria for certification of assessment and management systems for hotels, businesses, organisations, associations or other institutions, relating to the management of the health safety of their guests, in accordance with the defined standard module “B&W Certification”.

Historical background, since 2012.

The first standard was published in 2012, named Medical Tourism Friendly Hotel (MTFH). In December 2014, a new international standard, named HSTAR1 , related to guest safety for hospitality venues, mass gathering organisers and hotel certification, was published under the intellectual property of Swiss Approval International. In the following years, a continuous improvement was carried out through successive revisions by the expert group. In total 5 revisions were implemented.

In April 2020, due to the Covid19 pandemic, the standard was radically revised and a new section on infectious diseases was included. The name of the new certificate was defined as B&W CERT. It was registered in 2020 by Swiss Approval International.

Requirements for Certification

A “Business” applying for “B&W CERT” certification under the current Framework of Requirements must primarily meet the following requirements:

Α. It shall be legally licensed as a “Business” / “Provider” / “Organisation” / “Institution” in the country where it is established, in accordance with the applicable national, legal and regulatory framework.

Β1. In the case of a single hotel, the minimum quality of “4” stars for hospitality service level should be guaranteed by the “Hospitality Business”. Camping facilities are also included in the scope of these certification criteria when applicable.

Β2. A hospitality service level lower than “4” stars may also be certified according to the B&W criteria, under specific conditions and provisions, such as grouping of facilities, development and use of common resources, etc. Apartments and villas are also included in this option.

“B&W Service” management procedures.

• ” Medical Blue Care” process, which handles “Non-Communicable Medical Events” related to the services provided by the “Medical Blue Care” Unit.
• The ” White Code ” Process , which handles “Infectious Medical Events”, related to the services provided by the “White code” unit and focuses on the main B&W qualification criteria.

Preparation for B&W certification

The interested hospitality structure, applies electronically to Swiss Approval International for the details, and then the hotel management is given the rights to receive the standard. Once the hotel representative has received the Standard, then they can prepare for certification, starting with a Gap Analysis between the existing situation and the full B&W requirements. Supporting training modules are also available.

Once the desired level of compliance is achieved, the hospitality structure representative must apply for Certification. A financial offer for assessment and certification will follow the formal delivery and receipt.

Certification decision

Swiss Approval’s Certification Manager will review and evaluate all relevant documents and evidence, as well as the auditors’ report, and will make an independent decision to certify or reject.

Reshaping the Foodservice Industry in the New Social and Business Environment.

Η Swiss Approval’s innovative H&W CERT framework, appoints a new Responsible Person, the so-called Food Manager or H&W Manager, who is directly involved in the safety of bystanders and patrons , in every restaurant or catering facility.

A new type of activity will be incorporated on a permanent basis, in the day-to-day operation of catering and restaurant premises.

It will significantly increase the feeling of safety and security of bystanders and patrons.

The increase in costs is related to the following factors:

• Sanitation disinfection, in addition to conventional disinfection.
• Use of personal protective equipment for employees, staff, bystanders and patrons.
• Maximum capacity guarantee, not to exceed 80%. The maximum capacity of attendees and patrons could also be determined by local authorities.
• Investment in facilities and specific human resources and training.

The scope of the “H&W” Certification Criteria and Compliance Assessment Plan is to ensure the desired level of safety for bystanders and patrons in the framework below:

• Hazard Critical Control Point principles or requirements
• White Process on awareness and prevention of communicable diseases

The above relates to any “Catering Business” service to attendees and patrons which is defined by the generic term: “H&W CERTIFICATION”.

Certified “Businesses”, in accordance with the “H&W” framework, are registered in the relevant database of the SWISS APPROVAL INTERNATIONAL INSPECTION AND CERTIFICATION BODY, obtaining a unique code to identify and verify the validity of the relevant certificate of compliance.

The “Catering Business” in the perspective of the “H&W” certification criteria, does not assume responsibilities related to medical services and does not subsidize the role of any medical care provider, but aims to ensure effective implementation of health and safety procedures for all attendees and patrons, as well as staff.

The “Certification Body” has absolutely no responsibility for the transmission of infectious diseases to staff and clients of certified companies, as it investigates and assesses compliance with the requirements at the time of the audit, solely in terms of preventive measures as instructed by the relevant national or international authorities.

S&W CERT for Services and Commercial Activities

The “Marketplace Industry”, regardless of type and size, providing services (or products) to one or millions of consumers or customers through physical, direct or indirect contact, is facing new and greater challenges. In this context, the survival of any commercial activity depends to a large extent on the radical and immediate changes that need to be adopted to ensure the normal functioning of markets in a safe and sound environment. Additional services will be added to daily operations and new hygiene rules will have to be applied during daily operations. Swiss Approval’s S&W CERT certification criteria is an innovative management and assessment tool that creates the basis for such radical changes.

Swiss Approval’s innovative S&W CERT framework for “Social Market / Activities / Businesses” , appoints a new Manager, the so-called S&W Manager, who is directly involved in the safety of Customers and Consumers, in each Store, Store Group, Workshops, ateliers, commercial activity areas, offices, craft service establishments, education and training facilities, sports and campus activities, transportation, agricultural activities and other social facilities and activities.

In today’s ‘pandemic’ reality, a new kind of security procedures should be permanently integrated into the day-to-day operation of any ‘Social Market’, which should also be considered henceforth as a place of ‘sanitary interest’ activities

This may involve an increase in operational costs, but at the same time will significantly increase the sense of security for staff, customers, participants, travellers, employers and employees, visitors, athletes, students and other participants and creators of social activities.

The increase in cost is related to the following factors:

• Sanitation decontamination, in addition to conventional decontamination.
• Use of personal protective equipment for employees, staff, consumers and customers.
• Guarantee of a maximum capacity of clients, visitors, participants and employees always less than 100%, as defined by local or national authorities and taking into account the assessment of the risk of interpersonal transmission, depending on the nature, scope and other operational and social specificities of the commercial activities or services provided, in accordance with the “S&W system certification criteria”.
• Investment in facilities, outsourcing services, technology, specific human resources and training.

The “Social Market Business” in the perspective of the “S&W CERT” certification criteria, does not assume responsibilities related to medical services and does not subsidize the role of any health care provider or Health Care Authority, but aims to ensure that effective public health safety measures are implemented for all clients, consumers and staff, with the goal of limiting short and long term consequences to health and socio-economic well-being.

The “Certification Body” has absolutely no responsibility for the transmission of infectious diseases to Employees, Customers, Participants, Travellers, Employers & Employees, Visitors, Athletes, Students and other participants and creators of social activities of certified companies, as it investigates and assesses compliance with the requirements of the S&W system at the time of the audit, solely with regard to preventive measures in accordance with the instructions of the competent national or international authorities.

Scope of application

The scope of the “S&W” Certification Scheme is to ensure the desired level of safety of customers and consumers in the context of:

Service Process – Requirements & Monitoring

White Process – Information, prevention and control of airborne infectious diseases

The above relates to any “Social Market Place/Activities/Business” that, with the appropriate licence from the Local Authorities, provides services to Staff, Customers, Participants, Travellers, Employers & Employees, Visitors, Athletes, Students and other participants in social activities and creators, defined by the generic term: “S&W CERTIFICATION”.

Certified “Businesses”, according to the “S&W” Framework, are registered in the relevant database of the SWISS APPROVAL INTERNATIONAL INSPECTION AND CERTIFICATION BODY, obtaining a unique code for the certification and validity of the relevant certificate of compliance.

M&W CERT for Primary Healthcare activities and medical activities

Swiss Approval’s M&W CERT certification criteria, is an innovative management and assessment tool that creates the basis for such significant changes.

Swiss Approval’s innovative M&W CERT framework for “Primary Healthcare and Medical” activities, appoints a new manager, the so-called M&W Director, who is directly involved in the safety of patients and visitors, in each physician’s office, doctor’s office, nurse and therapist unit or service, dental office, rehabilitation facility or home healthcare activity. In the current covid-19 pandemic, a new type of security procedures should be incorporated on a permanent basis, according to the epidemiological phase of the disease and the local transmission burden, as defined by the National or Regional Health Authorities. The public and private primary health care stakeholders should also take into account that the implementation of the new security measures could change during the evolving pandemic context. However, many of these measures could prove to be effective and beneficial if incorporated into routine post-pandemic practices, covering a wide range of epidemic “influenza-type” communicable diseases or seasonal outbreaks.

These additional Public Health preventative measures may involve an increase in operational costs, but at the same time will significantly increase the feeling of safety for Patients, Visitors and staff or any other person involved in the production and delivery of services. It has also been shown that the quality and safety of primary healthcare could be a value investment, as there is evidence that it can reduce the overall cost of healthcare and improve the efficiency of services.

The increase in operating costs is related to the following factors:

• Determining and guaranteeing the maximum patient or visitor flow capacity, which should always be less than 100%, in accordance with the guidelines of the relevant authorities and in accordance with the nature, scope and specifications of the service provision.
• Investment in digital technologies (eHealth services: electronic medical records, electronic registers, digital platforms, telemedicine, mobile solutions, etc.) to control or postpone non-urgent visits or routine services, to promote secure coordination and communication mechanisms between patients and providers by migrating clinical encounters to digital platforms, to ensure an entry (or screening) control and interoperable communication with the competent authorities.
• Additional cleaning and decontamination techniques and additional supplies (in addition to conventional ones).
• Use of personal protective equipment for the safety of employees, staff, patients and visitors.
• Investment in the rearrangement of Facility space, if needed, air safety improvements, outsourcing services and skilled human resources, as well as training and up-to-date information for staff and health professionals.

Primary healthcare providers, in the context of “M&W” certification, do not assume responsibilities related to the effectiveness of medical services and do not subsidize the role of any other healthcare provider such as Hospitals or Health Authorities.

The current criteria of the accreditation scheme are based on three principles, which are included in the WHO interim operational guidance (1 June 2020):

• Control of potential viral entry and spread in medical facilities.
• Control and immediate isolation of suspected cases.
• Protection and safety of health professionals in any medical services workplace.

The “Certification Body” has absolutely no responsibility for the transmission of infectious diseases to certified “Medical/Primary Health Care” staff, Patients & Visitors or other personnel, as it investigates and assesses compliance with the requirements of the M&W system during the audit, solely in terms of preventive measures in accordance with the instructions of the competent national or international authorities

Scope of application

The scope of the ‘M&W’ Certification Scheme is to ensure the desired level of safety of patients, visitors and healthcare professionals and to contribute to the overall national or local strategies for the protection of Public Health, in the context of:

• Medical Service Procedure – Requirements & Monitoring.
• White Process , on the prevention and surveillance control of communicable, airborne diseases.

Certified “Businesses”, according to the “M&W” Framework, are registered in the relevant database of the SWISS APPROVAL INTERNATIONAL INSPECTION AND CERTIFICATION BODY, obtaining a unique code for the certification and validity of the relevant certificate of compliance.

“Blue Service for Excellence”

“Aiming for Excellence in Health and Wellness Tourism”.

Certification of hotels for Health Tourism services and safety of sensitive guests.

The certification of hospitality services related to health tourism and/or medical tourism is an exclusive service of Swiss Approval International , announced in January 2015. This hotel certification program is governed by international quality standards (international quality standards) and is based on global ‘good practices’ of safety related to medical tourism (MTFH: Medical Tourism Friendly Hotels), and constitute the specifications of the “Blue Service for Excellence”. This innovative international standard, aims to ensure efficient and high quality management of health tourists, medical tourists, and to enhance the sense of security of vulnerable customers in tourist facilities, as well as in the wellness and health promotion structures of hospitality businesses.

HSTAR II – The “Blue Service for Excellence” certificate, an exclusivity of Swiss Approval International, worldwide, provides a unique competitive advantage in the medical and health tourism market and a seal of expertise and trust for the hotel.

Certification according to the HSTARII standard reinforces the reliability and trust in hospitality services, which:

• Serve people with chronic conditions, ensuring the required operating conditions, also for guests with regular medical needs or increased health sensitivity.
• They aim to safely accommodate medical/health tourists and fully meet and satisfy their expectations.

HSTAR – Hotel Classification System

Since 2007, our company’s inspectors have specialized in providing assessment and classification services to hotel and bed and breakfast establishments on behalf of various national authorities and the experience gained is a real strong advantage for our activities in the field of hotel star rating.

Aiming at international recognition and approval in terms of the level of quality of services provided by hospitality businesses, the classification and certification of hotel structures by Swiss Approval International, follows existing national, international or individual quality standards / criteria, providing the required “seal of compliance” and reliability of the evaluated hospitality services.

Sustainability and ‘Green’ Tourism Policy

As the tourism industry continues to expand internationally at a rapid pace, its multi-faceted relationship with the environment and its influence on the populations of tourist destinations is becoming increasingly apparent. Although consumer awareness is growing, there is a lack of understanding of the concept of ‘sustainable tourism’.

Swiss Approval International brings to the fore the importance of the New Approach certification for the tourism industry, as defined by the Global Sustainable Tourism Council (GSTC), in order to contribute clearly, in contrast to the ambiguity surrounding the potential impacts that are ‘charged’ to tourism activity with regard to the environment, culture and the inhabitants of tourist areas. Certification for ‘sustainable tourism’ also implies opportunities to explore and encourage the many opportunities that exist for tourism to lead exclusively to positive impacts, together with addressing issues such as poverty eradication and the preservation of cultural and natural heritage.

Swiss Approval International is a member of the Global Sustainable Tourism Council (GSTC), actively demonstrating its commitment to the principles of green development in tourism.

Travel is an absolutely essential part of society and has the potential to create positive change in the communities and destinations visited by travellers. Tourism contributes to the development of local economies through job creation, providing incentives to increase local production by increasing the population of consumers in local markets.

However, this development can only be ensured in the future by supporting sustainable tourism. As the travel industry continues to grow, current practices are creating negative impacts on the environment and local communities. It is incumbent upon all to intensify efforts to promote sustainable tourism through the development of available resources and training of professionals, where necessary, in order to increase demand for sustainable products and services that contribute to an alternative way of social and economic development.