1、Performance Driven. People Focused.Operating StandardsRamada Ramada Resorts Ramada PlazaVersion 5.3/March 2007Operating Standards Version 5.3 (issued March 1st, 2007)Ramada / Ramada Resorts / Ramada PlazaOperating StandardsYou have full and complete control over and responsibility for your contracts
2、, operations,management, labor relations and employment practices. It is your obligation to esure that youcomply with the applicable national, state, regional, provincial and local and supranational (e.g.European Community) laws, codes and regulations in the operation and maintenance of yourfacility
3、. Please be reminded that it is your obligation to ensure that you are in compliance with theSystem Standards and all local laws and regulations (unless such Systems Standards areidentified (i) for a particular Ramada tier, e.g. Ramada Plaza, or (ii) as optional.1 General Operating Guidelines1.1 Ope
4、rating Times (Hotel & Front Office)1.1.1 The front desk as well as the hotel switchboard must be staffed 24Hotel Resort Plazahours per day, 7 days per week. The hotel must be open for businessand accept reservations 365 days per year.XXX1.2 Operating Principles (Hotel)1.2.1 The hotel must be operate
5、d at all times in accordance with theHotel Resort Plazaagreements entered into with Ramada International and will be usedfor no purpose other than a traditional hotel business.XXX1.3 Guest Room Rates1.3.1 The hotel is responsible for establishing the guest room rates that areprovided to the Ramada R
6、eservation System. The hotel will not chargeHotel Resort Plazaa guest a higher rate than the rate specified to the guest by theRamada International Reservation System at the time the guestreservations were made.1.3.2 Each Ramada hotel will act according to the requirements ofRamadas Best Rate Guaran
7、tee program.XXXXXX1.4 Advertising & Collateral1.4.1 The hotel is responsible for developing specific local advertising andcollateral for the hotel, however all such advertising must comply withthe Graphic Standards Manual. Any advertising that is different thanthat specified in the Graphic Standards
8、 Manual must be submitted toRamada International in Parsippany for approval. If RamadaInternational withdraws its approval of any advertising concept orcollateral material used by the hotel, the hotel will immediately stop theuse, distribution and dissemination of the advertising or collateral.1.4.2
9、 In the lobby a hotel Property Brochure Rack must be visbly displayedin the lobby, featuring at least 10 other Ramada Internationalproperties. Please contact international Ramada sister hotels toexchange brochures. (Rack might be mounted or a stand)1.4.3 Copies of the current International Ramada Di
10、rectory must be visiblydisplayed in the lobby.Wyndham Hotel Group International, Inc.Landmark House, Hammersmith Bridge RoadLondon W6 9EJOperating StandardsWyndham Hotel Group International, Inc. Confidential Proprietary InformationHotel Resort PlazaXXXXXXXXXPage 1Version 5.3 / March 20071.5 Interne
11、t1.5.1 The only official Ramada customer oriented websites for Internationalare and .At this time Ramada is launching officil national websites in locallanguages (e.g. for Uk www.ramada.co.uk, for Germanywww.ramadaworldwide.de and www.ramada-hotels.de). All RamadaInternational hotels must be part of
12、 the and websites and local national websites. A hotelmay develop or operate its own website, using the Ramada name onlyif the hotel has obtained prior permission from Ramada International.Websites of owners and/or franchisees of a hotel must accuratelydescribe their ownership / franchising relation
13、ship and must list theirRamada properties on their website. 1.5.2 However, such websites may not promote and market Ramada Hotelsdirectly to customers; nor may such sites use Ramadas proprietaryHotel Resort PlazaXXXmarks in any combined marketing activity with other brands, nor allowrooms to be rese
14、rved on-line through vehicles other than RamadaInternationals reservation system.1.5.3 Upon Ramada Internationals approval, external customer orientedwebsites may be linked to and but only into designated points. For permittedlinks to and thecustomer must be transported directly to the and/or site w
15、ithoutframes, pop-ups or other, similar techniques.1.5.4 The hotel may not register a domain name containing any of RamadaInternationals proprietary marks without approval from RamadaInternational. For example, no domain name may be registered withthe name Ramada in it. - All local advertising must
16、include the and/or URL in it.1.5.5 Only Ramada International may register domain names containingRamada Internationals proprietary marks. If a hotel feels that aparticular URL should be registered by Ramada International, pleasesend information to the regional Ramada contact to determine,whether it
17、makes sense for Ramada to register such a name. Registering the name does not necessarily mean that the domainname will be put into active use as a separate website but it wouldpermit Ramada International to more easily prevent others from usingthis domain name and to link the new domain name to and
18、 www.ramadacom.XXXXXXXXXXXX1.6 Insurance Requirements1.6.1 Each franchisee shall maintain insurance in full force and effect in theamounts specified below. The required coverage must be maintainedthroughout the term of the Ramada Agreement or longer if required,by the terms of the Agreement. The pur
19、pose of this requirement is notonly to protect Ramada International but also to protect thefranchisees interests since all franchisees are required to indemnifyRamada International for any expenses involved in connection withlawsuits or claims relating to a franchised unit.Wyndham Hotel Group Intern
20、ational, Inc.Landmark House, Hammersmith Bridge RoadLondon W6 9EJOperating StandardsWyndham Hotel Group International, Inc. Confidential Proprietary InformationHotel Resort PlazaXXXPage 2Version 5.3 / March 20071.6.2 Minimum Insurance RequirementsAll Ramada System properties must have active insuran
21、cecoverage as listed below effective at the start of construction orconversion and in continuous force while operating under theRamada System and/or as a Ramada property. If beer, liquor and/or alcoholic beverages are sold or served on the premises, this type of exposure must be covered under this p
22、olicy. Ramada requires a Certificate of Insurance with $4 million (U.S. Dollars) single limit per occurrence commercial general liability policy (May be apportioned between $1 million primary and $3 million excess policies) for hotels up to 350 guest rooms. $6 million required if: (i) a large hotel
23、with 350 guest rooms or more; or (ii) other special circumstances at Ramada Internationals discretion. Certificate of insurance must be on a worldwide jurisdictional basis All individuals, entities and their successors or assigns (as appropriate) which are named as Licensees in the License Agreement
24、 should be named insureds. Location of property must be identified clearly (street address, city and country). Certificates must be in English.1.6.3 Requirements for a Leased Restaurant or LoungeEach location that leases restaurant or lounge space must mandatethat the tenant carry the Ramada System
25、minimum insurancerequirements as listed above. Providing the InsuranceAdministration Department with proof of the required coverage is theresponsibility of the franchisee.1.6.4 Additional InsuredEach liability policy must name as additional insureds RamadaInternational, Inc., Ramada Worldwide Inc.,
26、Wyndham Hotel GroupLLC and Wyndham Worldwide Corporation.1.6.5 Insurance Company RequirementsCoverage must be placed with insurance companies which maintainan A.M. Best rating of A or better. Cut-through endorsements/re-insurance to A rated carriers are not acceptable.1.6.6 Cancellation NoticesA 30
27、day notice of cancellation, non-renewal, or material change ofinsurance is required to be sent to the Franchise Services Manager.1.6.7 Certificate of InsuranceCurrent original certificates of all required insurance must beforwarded to Wyndham Hotel Group International, Inc., 1 Sylvan Way,Parsippany,
28、 New Jersey 07054 United States of America within 30days prior to conversion or opening of the property, at renewal andwithin 30 days after any change in coverage. Acceptance of certificates not conforming to the foregoing standards will not constitute a waiver of the standards. Please list property
29、 location number in the description area of the certificate. A Certificate of Insurance evidencing Liability and Contractors All Risk/Contracts Work coverage must be provided at least 15 days prior to the start of new construction to the Franchise Services Manager.Wyndham Hotel Group International,
30、Inc.Landmark House, Hammersmith Bridge RoadLondon W6 9EJOperating StandardsXXXXXXXXXXXXPage 3XXXXXXWyndham Hotel Group International, Inc. Confidential Proprietary InformationVersion 5.3 / March 20071.6.8 Other RequirementsThe Ramada Agreement may specify required property (fire andextended coverage
31、 and optional perils, and replacement cost)insurance for the property. In such event, the franchisee must carrythe more extensive of either the coverage required by the RamadaAgreement, or the coverage required by the mortgagee(s) orlienholder of the property. All individuals, entities, and their su
32、ccessorsor assigns (as appropriate) which are named as franchisees in theRamada Agreement should be named insureds on the insurancepolicies and certificate.The failure to carry insurance meeting these requirements is a materialdefault under the Ramada Agreement. Mail all certificates to:Wyndham Hote
33、l Group International, Inc.1 Sylvan Way, Parsippany, New Jersey 07054United States of America2 Safety and SecurityXXX2.1 Safety & Security General2.1.1 No guest room numbers can be stated out loud during check-in. Aguest must be presented the room key in an appropriate key packet /key folder and the
34、 associate must point out the assigned room numberas indicated on the key folder / packet.2.1.2 Sufficient measures must be in place to monitor access from anyoutside door to the hotel or hotel lobby, especially if those entry doorHotel Resort PlazaXXXare not in direct view of the reception or other
35、, permanently staffedareas. Securing access ways by video cameras is highlyrecommended but not required.2.1.3 Duplicate keys must not be given to any guest without checkingidentification (either picture ID or verifying folio information as given atcheck-in). In case of closing out, Housekeeping must
36、 also checkidentification prior to letting people into their guest room or refer toFront Desk.2.1.4 Faxes/messages/express check out folio delivered to a guest roommust not state the guest name on the delivery envelope, but only theroom number when passed underneath the door for delivery. If thefax/
37、message is placed inside the guest room, envelope may stateguest name as well as the room number.2.1.5 Service corridor passages leading to final exit doors and emergencyexits must be kept free of any obstruction at all times.2.1.6 Fire system and smoke detectors must meet local code, law and/orregu
38、lations, including any regulations relating to periodic testing andmaintenance. At a minimum, you must install smoke detectors in allguest rooms, corridors, lobbies, conference rooms, public bathroomsetc. and provide fire extinguishers in all public rooms, lobbies andcorridors (hereafter referred to
39、 as “Fire Equipment”). You mustmaintain all such Fire Equipment and certify to us on an annual basisthat the Fire Equipment has been properly and professionally checkedand maintained.2.1.7 Each guest room door must feature a professionally printed andframed emergency evacuation plan on the inside of
40、 the guest roomdoor. The plan must clearly show, by floor diagram, the guestspresent location and the most direct escape route in case of anemergency.Wyndham Hotel Group International, Inc.Landmark House, Hammersmith Bridge RoadLondon W6 9EJOperating StandardsXXXXXXXXXXXXPage 4XXXXXXWyndham Hotel Gr
41、oup International, Inc. Confidential Proprietary InformationVersion 5.3 / March 20072.1.8 An Emergency Procedures Manual, including policy on crime andincident reporting, must be available at the front desk at all times.2.1.9 Should a Ramada Hotel employ the services of third party vendors(I.e. leas
42、ed-out restaurant, housekeeping services), the third-partyvendor is required to abide by all applicable Ramada Standards. ExCEED will score the services performed by the third-party vendorand the results will be reflected in the hotels overall evaluation. Thisincludes the hotel restaurant, should F&B services be leased to a 3rdparty.XXXXXX2.2 Data Protection2.2.1 Hotels must comply with all local, national and supranationals legalrequirements (as applicable) and our Privacy Policy.2.3 Notification to our Customers
