Dra$

Edi*on 3

MyTQA
Malaysia Tourism Quality Assurance

AGRO
ENDORSEMENT ASSESSMENT CRITERIA
(Agro Farm)

Endorsement assessment criteria

Dra1-edi3on 3 (March 2013) Page 1
Copyright MyTQA Bureau
Copyright MyTQA Bureau
CONTENTS
No. Contents Page
i. Prole 3
Endorsement Assessment Criteria
1.0 Informa*on
1.1 Telephone Enquiries 4
1.2 Leaet & Brochure 4
1.3 Website 5
1.4 Booking Procedure/Eciency 5
2.0 Ini*al Impressions
2.1 Signage at ATrac3on Entrance 6
2.2 Physical Appearance of ATrac3on Entrance 6
2.3 ATrac3on Entrance 7
2.4 Visitor Informa3on on Arrival (Printed Document) 7
3.0 A?rac*on
3.1 ATrac3on Layout 8
3.2 General Signage 8
3.3 Physical Appearance of ATrac3on 9
3.4 Content/Ac3vi3es of the ATrac3on 9
3.5 Presenta3on of Content 9
3.6 Cleanliness 10
4.0 Facility
4.1 Toilet 11
4.2 Interpreta3on 11
4.3 Retailing/Souvenir Shop 12
4.4 Parking Facility 13
4.5 Food & Beverage 14
4.6 Transporta3on 15
5.0 Sta
5.1 A`tude 16
5.2 Physical Appearance & Presenta3on 16
5.3 Communica3on Skills 16
5.4 Serving Skills & Adequate Product Knowledge 16
6.0 Safety
6.1 Equipment 18
6.2 Safety Personnel 18
7.0 Sustainability Prac*ces
7.1 Socio-economic 19
7.2 Ecological 19
8.0 Endorsement Assesment Scorecard 20

Endorsement assessment criteria

Dra1-edi3on 3 (March 2013) Page 2
Copyright MyTQA Bureau
i. PROFILE
Name of A?rac*on :
Ownership : Government-owned Private-owned
Company Name :
Year of Establishment :
Address :
:
:
Telephone Number :
Fax Number :
Website :
Email Address :
Contact Person :

Name of Assessor :
Date of Assessment :

Endorsement assessment criteria

Dra1-edi3on 3 (March 2013) Page 3
Copyright MyTQA Bureau
1.0 INFORMATION
NO. REQUIREMENTS YES NO *NA
1.1 Telephone Enquiries
Live calls (answered by operator/recep*onist)
Pick up within 3 rings
ATrac3on name stated when answering the phone
Pre-emp3vely informs and advises caller about special ac3vi3es/special

events/promo3ons/etc
Operator has comprehensive knowledge of aTrac3on, facili3es and

direc3ons
Direc3ons to the aTrac3on are simple and easy to follow, using landmarks

and road signs
Alterna3ve methods of accessing the aTrac3on given (public bus, shuTle

bus, taxi, train, etc)

1.2 Leaet & Brochure

Made from recycle materials
Manageable size, can be read with one hand
All text, graphics and photos are clear and legible
Images used clearly reect the aTrac3ons Unique Selling Point (USP)
Per3nent informa3on is given (opening hours, upcoming and recurring

events, ac3vity 3mes etc)
Contact details are provided (telephone, website, email, social network

services, QR Code)
Have useful descrip3ons of the aTrac3on through the use of graphics and/

or photographs including ac3vi3es and facili3es provided
Loca3on map is simple to follow
Transporta3on arrangements on how to get there (bus, taxi, etc.)
Limita3ons or restric3ons are clearly communicated (appropriate for

children, pets allowed/not allowed, facili3es for disabled visitors, etc)
Languages provided are relevant to its target markets

* Not Applicable

Endorsement assessment criteria

Dra1-edi3on 3 (March 2013) Page 4
Copyright MyTQA Bureau
1.0 INFORMATION
NO. REQUIREMENTS YES NO *NA
1.3 Website
Clearly laid out and easy to navigate
Informa3on is relevant and up to date
All text, graphics and photos are clear and readable
Images used clearly reect the aTrac3ons Unique Selling Point (USP)
Photographs and graphics used are cap3oned
Links to relevant websites are provided (nearby accommoda3on, public

transporta3on, tour operators, etc)
Loca3on map is simple to follow
Alterna3ve methods of transporta3on are provided (bus, transit, etc)
Limita3ons or restric3ons are clearly communicated (appropriate for

children, pets allowed/not allowed, facili3es for disabled visitors, etc)
Compa3ble with latest web standards on all computers and devices

(desktop PCs, laptops, tablets, smartphones)
Important informa3on is given (opening hours, upcoming and recurring

events, ac3vity 3mes etc.)
Contact details are provided (telephone, website, email, social network

services)
Links to relevant websites are provided (nearby accommoda3on, public

transporta3on, tour operators, etc.)
Languages provided are relevant to its target markets

1.4 Booking Procedure/Ecency

Well-structured booking procedure
Outline of ac3vity/plan for the day/dura3on of ac3vity
Assessment of suitability of ac3vity including relevant medical condi3ons
Disclosure of risk if any
Appropriate clothing required/gear provided
Details of mee3ng place and 3me
Conrma3on verbal/postal/email
Contact details taken
Clear Terms and Condi3ons
Blue Text: for specic criteria

* Not Applicable

Endorsement assessment criteria

Dra1-edi3on 3 (March 2013) Page 5
Copyright MyTQA Bureau
2.0 INITIAL IMPRESSIONS
NO. REQUIREMENTS YES NO *NA
2.1 Signage at A?rac*on Entrance
Car parking areas are clearly marked and directed

Signs are well maintained

Signage leading into the aTrac3on are clearly displayed

Signs have a uniform design

Signs are available in mul3ple languages

Orienta3on boards show where visitors are currently located
Ticke3ng area is clearly dened
Ticket prices are clearly displayed
Informa3on on dos donts of the aTrac3on are displayed

2.2 Physical Appearance of A?rac*on Entrance

Ini3al impression of a clean and well maintained and sense of welcoming to

the aTrac3on
Driveways are surfaced and well maintained
Walking paths are clearly dened and well maintained
Hard landscaping is welcoming to visitors and well maintained
So1 landscaping is welcoming to visitors and well maintained
Work areas are eec3vely covered and sealed o to visitors
Facili3es for disabled visitors are provided
Buildings and kiosks at the entrance are well maintained

Blue Text: for specic criteria

* Not Applicable

Endorsement assessment criteria

Dra1-edi3on 3 (March 2013) Page 6
Copyright MyTQA Bureau
2.0 INITIAL IMPRESSIONS
NO. REQUIREMENTS YES NO *NA
2.3 A?rac*on Entrance
Entrance to the aTrac3on is clean and well maintained
Visitor ow into the aTrac3on is well managed and orderly
Ticket counters are placed at a suitable height
Swi1 and fast in applying entrance fee

2.4 Visitor Informa*on on Arrival (Printed Doucument)

Informa3on booklet/brochure is available for visitors to the aTrac3on
Printed on recycled material
Has a map of the aTrac3on that is easily understood
Symbols used to show common facili3es (toilets, food kiosks, sea3ng areas,

etc.)
Available in mul3ple languages
Informa3on for various market segments are given (e.g. children, youths,

adults, seniors, etc.)
Contains detailed informa3on about the various features of the aTrac3on
All text, graphics and photos are clear and legible

Blue Text: for specic criteria

* Not Applicable

Endorsement assessment criteria

Dra1-edi3on 3 (March 2013) Page 7
Copyright MyTQA Bureau
3.0 ATTRACTION
NO. REQUIREMENTS YES NO *NA
3.1 A?rac*on Layout
Visitor movement is well designed and directed
User facili3es (toilets, food kiosks, rubbish bins etc) are located in

appropriate places throughout the aTrac3on
Sea3ng areas are provided throughout the aTrac3on
Buildings/structures are built with respect to local terrain and natural

resources (minimize tree cu`ng)
Each sec3ons of ac3vi3es are clearly marked and visible to visitors
Wheelchair routes are available and highlighted
Queues are eec3vely managed (e.g. more counters open during peak

hours)

3.2 General Signage

Signage is clear, well posi3oned, unobstructed, properly orientated and

complement the aTrac3on aesthe3cally
Signs have a uniform design
Signs are well maintained
Signs are available in mul3ple languages
Symbols are used to communicate meaning (especially to non-English

speaking interna3onal visitors)
Signage text is clear and easy to read (colour, fonts, font sizes, layout etc.)
Special events are displayed with 3mes and direc3ons

Blue Text: for specic criteria

* Not Applicable

Endorsement assessment criteria

Dra1-edi3on 3 (March 2013) Page 8
Copyright MyTQA Bureau
3.0 ATTRACTION
NO. REQUIREMENTS YES NO *NA
3.3 Physical Appearance of A?rac*on
Overall impression of a clean and well maintained aTrac3on
Walking paths are suitably surfaced and well maintained
Buildings are well maintained
Work areas are eec3vely covered and sealed o to visitors
Hard landscaping used to enhance the appearance of the aTrac3on
So1 landscaping used to enhance the appearance of the aTrac3on
Facili3es for disabled visitors are provided
All equipment are in good condi3on and well maintained
Track/road are well maintained and clear from any danger threats before

partaking ac3vity related to transporta3on/animal ride

3.4 Content/Ac*vi*es of A?rac*on

Content is relevant to the context of the aTrac3on
Range of content/ac3vi3es should reect the main theme of the aTrac3on
Provide wide range of ac3vi3es to cater target market

3.5 Presenta*on of Content

Sta*c Informa*on
Informa3on is well placed and easily seen by all visitors
Font and colour used are easily read by all visitors
Materials are placed at a height suitable for users of all heights (e.g.

children, wheelchair users, etc)
Reference labels are clearly posi3oned and appropriately lit

Blue Text: for specic criteria

* Not Applicable

Endorsement assessment criteria

Dra1-edi3on 3 (March 2013) Page 9
Copyright MyTQA Bureau
3.0 ATTRACTION
NO. REQUIREMENTS YES NO *NA
3.6 Cleanliness
The aTrac3on has a regular and eec3ve cleaning schedule
LiTer is prac3cally invisible to visitors
Sta are aTen3ve to spills and liTer, and take prompt ac3on
Sucient and suitable bins are provided throughout the aTrac3on
Bins are in good condi3on and well maintained

* Not Applicable

Endorsement assessment criteria

Dra1-edi3on 3 (March 2013) Page 10
Copyright MyTQA Bureau
4.0 FACILITY
NO. REQUIREMENTS YES NO *NA
4.1 Toilet
Layout & Design
Well designed for easy use by visitors of all ages
Well lit and ven3lated
Baby changing rooms provided
Special facili3es for disabled visitors provided
Fifngs & Fixtures
Fixtures are matching and made of high quality, durable materials
Good range of xtures, such as 3ssues, hand soap, sanitary bins, hand

dryers, hooks, etc.
Maintenance & Cleanliness
Toilets and various facili3es are clean and well maintained
Has an eec3ve regular cleaning schedule
Fixtures and `ngs are func3oning and regularly emp3ed/resupplied
Ven3la3on/deodorising system to prevent unwanted smells
Good use of decora3ons (ower, pain3ngs, etc.) to enhance the interiors

4.2 Interpreta*on
Informa*on Panels
Relevant informa3on given
Available in mul3ple languages
Removed exhibits are replaced with a sign to inform visitors
Use of diagrams and images to enhance interpreta3on
Where necessary, a numbering system is used to guide visitors
Informa3on has sucient depth to sate more curious minds
Interpreta3on materials caters to various age groups and educa3on levels
Interac*ve and Crea*ve Par*cipa*on
Crea3ve par3cipa3on provided providing a memento of the visit, hands-on
plucking fruits, opera3ng machinery of animal products, performing or
assis3ng in an ac3vity etc.
Providing opportunity for visitor to taste farm products (e.g. taste local

fruits, animal products etc.)

Blue Text: for specic criteria

* Not Applicable

Endorsement assessment criteria

Dra1-edi3on 3 (March 2013) Page 11
Copyright MyTQA Bureau
4.0 FACILITY
NO. REQUIREMENTS YES NO *NA
4.3 Retailing / Souvenir Shop
Layout & Design
Spacious and easy to browse
Pay points are clearly marked and visible
Items for sale are grouped together and easy to locate
Decora3on of the shop is appropriate to the theme of the aTrac3on
Space for wheel chairs and other moving equipment (e.g. baby strollers)
Well ven3lated and free from unwanted odours
Range and Presenta*on of Merchandise
Range of merchandise is suitable for the major visitor segments
Items are displayed in an aTrac3ve manner and are well lit
Items are regularly restocked
Shopping bags sold/provided
Sells locally made products
Maintenance & Cleanliness
Interior of the shop is clean and well maintained
Merchandise is free from dust and stains
Payment counters are free from cluTer

Blue Text: for specic criteria

* Not Applicable

Endorsement assessment criteria

Dra1-edi3on 3 (March 2013) Page 12
Copyright MyTQA Bureau
4.0 FACILITY
NO. REQUIREMENTS YES NO *NA
4.4 Parking Facility
Suitable for number of visitors during peak hours
Surface is suitable for all vehicle types
Surface is well maintained
Clean surroundings
Signage around the car park is clear and easy to see
Landscaping is used to so1en surroundings
Parking bays are clearly marked and appropriately sized
Bus drop-o points and parking bays are provided
Parking area is managed and overseen by security guards
Provides special parking facili3es for disabled visitors

* Not Applicable

Endorsement assessment criteria

Dra1-edi3on 3 (March 2013) Page 13
Copyright MyTQA Bureau
4.0 FACILITY
NO. REQUIREMENTS YES NO *NA
4.5 Food & Beverage
Layout & Design
Food and beverage facili3es are conveniently located
Menus are displayed prominently and easy to see and read
Prices of items are clearly printed on menus
Well decorated, pleasant interiors
Outdoor areas are landscaped and welcoming
Tables and chairs are sucient to cater to peak visitor hours
Tables are placed at an appropriate height for wheelchair visitors
Counters and facili3es (sinks, refuse bins, etc.) are conveniently located
Range, Presenta*on & Quality of Food
Menu contains a variety of oerings to meet the needs of visitors
Menu oerings are authen3c and enhance the theme of the aTrac3on
Food items on display are clearly labeled
Food is fresh and well-presented
Considera3on for allergies and dietary needs (halal, vegetarian, etc)
Utensils provided are clean and of high quality
Condiments available on tables or upon request
Maintenance & Cleanliness
Interiors are well maintained
Exteriors are well maintained
All areas are clean
Variety of sea3ng op3ons and arrangements provided
Use of cleaning chemicals prohibited when visitors are ea3ng
Eec3ve and appropriate ligh3ng
Systema3c clearing of tables

* Not Applicable

Endorsement assessment criteria

Dra1-edi3on 3 (March 2013) Page 14
Copyright MyTQA Bureau
4.0 FACILITY
NO. REQUIREMENTS YES NO *NA
4.6 Transporta*on (Vehicle Used for the Ac*vity)
Comfort
Good transport interior xtures and `ngs
Vehicle suitable for all weather condi3ons (no leaking, well ven3lated etc.)
Spacious legroom and comfortable sea3ng
Ease of viewing from vehicle
Maintenance and Cleanliness
Vehicle are well maintained and rou3nely checked
Clean and good presenta3on

Blue Text: for specic criteria

* Not Applicable

Endorsement assessment criteria

Dra1-edi3on 3 (March 2013) Page 15
Copyright MyTQA Bureau
5.0 STAFF
NO. REQUIREMENTS YES NO *NA
5.1 Aftude
Sta are polite and courteous at all 3mes
Sta are warm and friendly to visitors
Sta are enthusias3c and proac3ve
Sta are honest and candid
Sta are pa3ent in handling visitor enquiries
Sta are aTen3ve to their visitors and surroundings at all 3mes
Sta provided with the Dos and Donts A`tude booklet

5.2 Physical Appearance & Presenta*on

Sta are dressed in clean uniforms
Sta maintain a neat and 3dy personal appearance
Sta are easily recognised by clothing, nametags or other posture
Sta present themselves as always available to answer visitor enquiries

5.3 Communica*on Skills

Sta are eec3ve listeners and fully understand visitor requirements
Sta always provide accurate informa3on to visitors
Sta are uent in English and/or other appropriate languages
Sta build rela3onships with visitors through good rapport
Sta use simple language when answering enquiries and communica3ng

informa3on

5.4 Serving Skills And Adequate Product Knowledge

Sta are able to eec3vely and clearly present the product
Sta are able to demonstrate skilfully and professionally
Sta are able to make recommenda3ons and give professional advise
Sta are capable of handling enquiries in a professional manner
Sta are able to give accurate and correct informa3on on the product

* Not Applicable

Endorsement assessment criteria

Dra1-edi3on 3 (March 2013) Page 16
Copyright MyTQA Bureau
5.0 STAFF
NO. REQUIREMENTS YES NO *NA
5.4 Serving Skills And Adequate Product Knowledge
In-house Guide
Guide available for visitors
Guide is qualied and cer3ed with green badge or is a specialized nature/

tour guide
Delivery animated and lively
Friendly and approachable guide
Guides appearance is clean and presentable
On-Duty Sta (Visitor Management)
Personnel always available on site
Ensuring smooth visitor ow
Have good communica3on skills
Awareness of diering levels of experience and ability

Blue Text: for specic criteria

* Not Applicable

Endorsement assessment criteria

Dra1-edi3on 3 (March 2013) Page 17
Copyright MyTQA Bureau
6.0 SAFETY
NO. REQUIREMENTS YES NO *NA
6.1 Equipment
Sucient and convenient provision of safety equipment
Fire ex4nguishers

First aid kits
Life jackets
Use of CCTVs to monitor the safety and security of the aTrac3on
Where appropriate, hazardous areas are blocked o to visitors
Use of railings where appropriate
Walking areas are appropriately surfaced to prevent slipping
Slippery surfaces are clearly communicated to visitors and railings provided

for support
Emergency procedures are prominently displayed
Prominently display the emergency signs and zones (i.e. re evacua3on area

etc.)
Safety/warning signage available

6.2 Safety Personnel

Safety personnel always available at the aTrac3on
Sta are trained to handle emergencies (e.g. re, accidents)
Scheduled inspec3ons are conducted to ensure all equipment is in fully

working condi3on
Clear Standard Opera3ng Procedures (SOP) in case of emergencies or

accidents
Sta are trained in rst aid and emergency response
Safety brieng to visitors before partaking ac3vity involving aTrac3on

transporta3on and/or animal

Blue Text: for specic criteria

* Not Applicable

Endorsement assessment criteria

Dra1-edi3on 3 (March 2013) Page 18
Copyright MyTQA Bureau
7.0 SUSTAINABILITY PRACTICES
NO. REQUIREMENTS YES NO *NA
7.1 Socio-Economic
Local communi3es are involved with the management of the aTrac3on
Employees are hired from local communi3es
Suppliers from local community

7.2 Ecological
Grounds, gardens and frontage use materials that harmonize with the local
environment and physical characteris3cs of the locality (geography, geology
and age of buildings, etc)
Source environmentally friendly paper hand towels or install energy

ecient hand driers
Use energy saving lights bulbs
Use of solar/renewable energy
Rainwater harves3ng
Use of tear able brochures made from yellow pages paper
Uses environmentally friendly and chlorine-free cleaning products
Sucient of recycle bins are provided throughout the aTrac3on
Uses of energy eciency system for electricity such as solar system, wind

turbine, etc
Prac3cing eco-friendly sewage treatment system (e.g. compos3ng, etc.) to

reduce waste dischargeable to the environment
Leave no trace guidance by sta
Natural ligh3ng used to conserve energy usage

Blue Text: for specic criteria

* Not Applicable

Endorsement assessment criteria

Dra1-edi3on 3 (March 2013) Page 19
Copyright MyTQA Bureau
 8.0 ENDORSEMENT ASSESSMENT SCORECARD
Total
No. Criteria & Requirements Total YES Requirement Weightage Result
(YES + NO)
1.0 Informa*on (40 requirements)
1.1 Telephone Enquiries (6)
1.2 Leaet & Brochure (11)
10%
1.3 Website (14)
1.4 Booking Procedure/Eciancy (9)
2.0 Ini*al Impressions (30 requirements)
2.1 Signage at ATrac3on Entrance (9)
Physical Appearance of ATrac3on Entrance
2.2 (8) 5%
2.3 ATrac3on Entrance (4)
2.4 Visitor Informa3on on Arrival (9)
3.0 A?rac*on (35 requirements)
3.1 ATrac3on Layout (7)
3.2 General Signage (7)
3.3 Physical Appearance of ATrac3on (9)
20%
3.4 Content of the ATrac3on (3)
3.5 Presenta3on of Content (4)
3.6 Cleanliness (5)
4.0 Facility (72 requirements)
4.1 Toilet (11)
4.2 Interpreta3on (9)
4.3 Retailing/Souvenir Shop (14)
20%
4.4 Parking Facility (10)
4.5 Food & Beverage (22)
4.6 Transporta3on (6)
5.0 Sta (30 requirements)
5.1 A`tude (7)
5.2 Presenta3on (4)
5.3 Communica3on & Rela3onship Building (5) 25%

Competent Serving Skills & Product

5.4 Knowledge (14)
6.0 Safety (15 requirements)
6.1 Equipment (9)
10%
6.2 Safety Personnel (6)
7.0 Sustainability Prac*ces (15 requirements)
7.1 Socio-economic (3)
10%
7.2 Ecological (12)
TOTAL PERCENTAGE (70% or above to pass)
Endorsement assessment criteria
Dra1-edi3on 3 (March 2013) Page 20
Copyright MyTQA Bureau
GENERAL COMMENTS

Assessed by: Approved by:

Name: Name:
Date : Date :

Endorsement assessment criteria

Dra1-edi3on 3 (March 2013) Page 21
Copyright MyTQA Bureau