1、1-126华华美美达达国国际际饭饭店店管管理理集集团团操作手册适用于华美达广场大饭店/华美达饭店/华美达渡假村欢欢迎迎加加入入华华美美达达国国际际饭饭店店及及度度假假村村集集团团6Ex.C.E.E.D.6.1内内容容: :6.1.2Ex.C.E.E.D.是华美达独有的质量评估体系.每个字母代表意思:- 洁净如洗- 硬件状况- 全神贯注的服务- 良好的硬件维护- 优质服务6.1.3饭店每年接受一次 Ex.C.E.E.D.检查.6.1.4Ex.C.E.E.D.检查采用暗访形式.饭店管理层会接到电话通知Ex.C.E.E.D.检查的时间安排（一般7-10天）.要求检查时饭店总经理在场.6.1.5检查通
2、常由华美达国际有合约的外部机构施行.当然亦可由华美达国际的雇员按照相同的质量评估标准代替外部机构进行.6.1.6对于华美达饭店、华美达重返和华美达度假的检查包含四部分，时间为两天一夜；华美达广场大饭店为两天三夜.1. 暗访: 检查人员通过订房入住评估服务质量.2. 明查:完成暗访后,检查人员会向饭店总经理表明身份，安排巡查和饭店硬件（包括10间客房）评估的时间表.3. Ex.C.E.E.D.检查人员会在饭店帮助下抽取一定的住客亲自收集宾客意见，并与饭店收集的2-Questions-Approach, 2QA意见进行比较.6.1.7如有必要，Ex.C.E.E.D.检查人员会按照华美达国际的建议，
3、对饭店员工进行培训.6.1.8检查人员会在Ex.C.E.E.D.结束时向饭店管理层提交检查结果报告.此报告为摘要性.最终的详细报告将通过邮件或互联网提交饭店.饭店会在检查人员离店前获悉此次检查的得分和通过情况.6.1.9 Ex.C.E.E.D.检查结果报告会发给各华美达国际的办事处、饭店以及饭店的业主。6.2费费用用6.2.1要求饭店参加Ex.C.E.E.D.质量评估,年度检查费用由华美达国际承担，饭店无须支付任何费用.6.2.2Ex.C.E.E.D.质量评估的结果分为“通过” 和 “未通过”. 如饭店未通过，将在六个月内再次进行评估.饭店在此期间可进行改进以期通过评估。此次由饭店自身原因造成
4、的评估收费标准为每次2,000.00美元.6.2.3Ex.C.E.E.D.质量评估对饭店的要求如下:- 为评估检查人员提供一间免费房;- 提供免费餐饮服务;- 其他杂项费用可视情减免.6.2.4Ex.C.E.E.D.检查目前尚无其他直接费用.6.3分分数数6.3.1Ex.C.E.E.D.检查采用扣分制.检查的起始分数为满分.每项未达标将扣去相应分数.因此扣分越低,评估结果越好.6.3.2最后得分称为“得分差”（ GTP）.0% GTP为最好,100% GTP为最差.6.3.3对饭店的评估检查分为4个项目:2-126华华美美达达国国际际饭饭店店管管理理集集团团操作手册适用于华美达广场大饭店/华美
5、达饭店/华美达渡假村欢欢迎迎加加入入华华美美达达国国际际饭饭店店及及度度假假村村集集团团- 服务- 硬件卫生- 硬件状况- 华美达标准的执行6.3.4各部分检查评分等级:0% GTP - 优秀 通过1% to 10% GTP - 绿区 通通过过11% to 19% GTP - 红区 通通过过20% to 100% GTP - 未通过 未未通通过过6.3.5华美达标准的执行部分评分标准为(包括文件) :0% GTP 通通过过1% to 100% GTP 未未通通过过6.3.6饭店如有一个项目未通过检查，即不能通过此次Ex.C.E.E.D.评估.将于此次评估后6个月内安排重新检查，费用由饭店支付.
6、6.3.33-126Ramada International Operations StandardsRamada / Ramada Plaza / Ramada ResortsWelcome to Ramada International Hotels & ResortsAs a company, we are determined to set new benchmarks within the hospitality industry. We strive to serve the educated customer of todaywhile allowing our associat
7、es to deliver this service with honesty and a true personal touch.The “Ramada International” name has a long history in the hospitality business. Be sure to look over the “History” section in this manual tolearn about some of Ramada Internationals historical highlights and developments.In this manua
8、l, you will find the Ramada International Service Standards along with the core deliverables we promise to every customerwalking through our doors, from Berlin to Hong Kong, from Helsinki to Dubai.In this manual, Ramada International allows you the personal freedom to deliver our Service Promise to
9、every guest in your own, personalfashion.We value the guest as the reason for our business and all of our activities and efforts. We trust our associates to deliver the RamadaInternational Service Principle to every guest and in every situation. Always. Worldwide.Note: The Ramada International Opera
10、tions Standards Manual is one of 3 Standards Manuals, which must be complied with at all times.The other 2 Standards Manuals are (1) the Graphic Standards Manual which deals with logo usage, print matter and translation of theRamada Corporate Identity and (2) the Construction and Design Manual, whic
11、h deals with the physical matters and materials which have tobe employed inside the hotel.The Ramada International Service Principle“At Ramada International Hotels & Resorts, it is the task of every associate to exceed customer expectations in any situation.” “It is the responsibility of management
12、to ensure that our associates are trained and empowered to apply their knowledge, talent andcustomer service skills to ensure that customer expectations are exceeded in every situation, usual or unusual.”“It is the responsibility of Ramada International Hotels & Resorts to provide core deliverables,
13、 which are adhered to by all Brand Hotels and tosupport those core deliverables with appropriate instructions, training materials and through personal consulting.”“As a brand and as operators, our goal is to achieve a 100% guest return intent.”Ramada International ContactsHead Office / Washington D.
14、C., USA:Phone: +1 301.380.3013Fax: +1 301.380.6855Architechture & Design Office / London, England:Phone: +44 207.591.1122Fax: +44 207.591.1125Operations & Sales/Marketing Office Europe, Middle East, Africa / Eschborn, Germany:Phone: +49 6196.496 1444-126Ramada International Operations StandardsRamad
15、a / Ramada Plaza / Ramada ResortsWelcome to Ramada International Hotels & ResortsFax: +49 6196.496 206Operations, Development & Sales/Marketing Office Asia Pacific / Hong Kong:Telefon: +852 2192.6093Telefax: +852 2192.6140Table of ContentsSectionTopic1General Operating Guidelines1.1Operating Times /
16、 Hotel & Front Office1.2Operating Principles (Hotel)1.3Guest Room Rates1.4Advertising and Collateral1.5Internet2Safety & Security2.1Safety & Security - GeneralFrom 2.2European Data Protection Directive & Australian Privacy Act3Sales & Marketing3.1Sales & Marketing - General3.2Employee Rate Program3.
17、3ERP Rate Levels3.4Local Advertising3.5Mandatory Promotional Rates3.6Use of Proprietary Marks3.7Owner / Operator Signage4General Management4.1General Management - General5Engineering & Maintenance5.1Engineering & Maintenance - General6Ex.C.E.E.D.5-126Ramada International Operations StandardsRamada /
18、 Ramada Plaza / Ramada ResortsWelcome to Ramada International Hotels & Resorts6.1Program Description6.2Costs to Hotels6.3Scoring7Required / Mandatory Training Programs7.1Front Office Guest Relations: Aiming to Please7.2Front Office Sales: A Winning Formula7.3Front Office Full Service: At Your Servic
19、e7.4Quality Guest Room Maintenance7.5F&B: Room Service7.6F&B: Quality Service Skills, Part I7.7F&B: Quality Service Skills, Part II7.8World Trainer: Guestroom and Bathroom Cleaning8Optional Training Programs8.1Telephone Skills: Basics & BeyondSectionTopic9Housekeeping9.1Housekeeping - General9.2Mand
20、atory Guest Room Supplies9.3Mandatory Bathroom Supplies9.4Mandatory Bathroom Amenities9.5Hospitality Tray - Choice A9.6Hospitality Tray - Choice B9.7Manadatory Room TypesFrom 9.8Guest Service Directory10Front Office10.1Check-In10.2Required Credit Cards10.3Express Check-In Procedure10.4Check-Out10.5E
21、xpress Check-Out Procedure10.6Telephone Services and Reservations6-126Ramada International Operations StandardsRamada / Ramada Plaza / Ramada ResortsWelcome to Ramada International Hotels & Resorts10.7Reservations / Cancellation Charges & Policy Guidelines10.8Reservation Referrals10.9Walking a Guest
22、10.10Telephone Services / Message Service10.11Wake-Up Service11Guest Services11.1Guest Service Standards11.2Laundry & Valet Service11.3Meeting and Convention Services (no detail)11.4Airport Shuttle Service11.5Traveler Rescue Kit11.6Business Center11.7Message / Fax Service11.8Massage Services122-Ques
23、tions-Approach12.1Phase 1: Collecting Customer Feedback12.2Phase 2: Evaluation of Feedback Received12.3Phase 3: Instituting Change13Food & Beverage13.1Restaurant Food Service13.2Minimum Restaurant Opening Hours13.3Food Sanitation & Safety13.4Room Service14Ramada MorningsFrom 14.1Ramada Mornings Food
24、 and Table Setting Requirements14.15Ramada Mornings Service Standards14.16Ramada Mornings Opening HoursOperations StandardsExCEED7-126Ramada International Operations StandardsRamada / Ramada Plaza / Ramada ResortsWelcome to Ramada International Hotels & Resorts1General Operating Guidelines1.1Operati
25、ng Times (Hotel & Front Office)1.1.1The front desk as well as the hotel switchboard must be staffed 24 hours per day, 7 days per week. The hotel must be open for businessand accept reservations 365 days per year.1.2Operating Principles (Hotel)1.2.1The hotel must be operated at all times in accordanc
26、e with the agreements entered into with Ramada International and will be used for nopurpose other than a traditional hotel business1.3Guest Room Rates1.3.1The hotel is responsible for establishing the guest room rates that are provided to the Ramada Reservation System. The hotel will not chargea gue
27、st a higher rate than the rate specified to the guest by the Ramada International reservation system at the time the guest reservationswere made.1.4Advertising & Collateral1.4.1The hotel is responsible for developing specific local advertising and collateral for the hotel, however all such advertisi
28、ng must comply withthe Graphic Standards Manual (GSM). Any advertising that is different than that specified in the GSM must be submitted to RamadasRegional Office contact for approval. If Ramada International withdraws its approval of any advertising concept or collateral material used bythe hotel,
29、 the hotel will immediately stop the use, distribution and dissemination of the advertising or collateral.1.5Internet1.5.1The only customer oriented website for the hotel is . All Ramada International hotels must be part of website. A hotel may not develop or operate its own website, using the Ramad
30、a name. Websites of owners and/orfranchisees of a hotel may accurately describe their ownership / franchising relationship and may list their Ramada properties on theirwebsite. 1.5.2However, such websites may not promote and market Ramada Hotels directly to customers; nor may such sites use Ramadas
31、proprietarymarks in any combined marketing activity with other brands, nor allow rooms to be reserved on-line.1.5.3Upon Ramada Internationals approval, external customer oriented websites may be linked to , but only intodesignated points. For permitted links to the customer must be transported direc
32、tly to site without frames or other, similar techniques.1.5.3The hotel may not register a domain name containing any of Ramada Internationals proprietary marks. For example, no domain name maybe registered with the name ramada in it. - All local advertising must include the URL in it.1.5.4Only Ramad
33、a International may register domain names containing Ramada Internationals proprietary marks. If a hotel feels that a particularURL should be registered by Ramada International, please send information to the regional Ramada contact to determine, whether it makessense for Ramada to register such a n
34、ame. Registering the name does not necessarily mean that the domain name will be put into activeuse as a separate website but it would permit Ramada International to more easily prevent others from using this domain name and to linkthe new domain name to .2Safety and Security2.1Safety & Security Gen
35、eral2.1.1No guest room numbers can be stated out loud during check-in.8-126Ramada International Operations StandardsRamada / Ramada Plaza / Ramada ResortsWelcome to Ramada International Hotels & Resorts2.1.2Sufficient measures must be in place to monitor access from any outside door to the hotel or
36、hotel lobby, especially if those entry door arenot in direct view of the reception or other, permanently staffed areas. Securing access ways by video cameras is highly recommended butnot required.2.1.3Duplicate keys must not be given to any guest without checking identification (either picture ID or
37、 verifying folio information as given at check-in).2.1.4Faxes/messages delivered to a guest room must not state the guest name on the delivery envelope, but only the room number when passedunderneath the door for delivery. If the fax/message is placed inside the guest room, envelope may state guest
38、name as well as the roomnumber.2.1.5Service corridor passages leading to final exit doors must be kept free of any obstruction at all times.2.1.6Fire system and smoke detectors must be checked by outside vendor every six months.2.1.7If lithium battery-powered smoke detectors are in use, all smoke de
39、tectors must be checked once per month. The check must bedocumented.2.1.8Flaws detected in fire system/smoke detectors must be addressed and corrected immediately.2.1.9Fire drills must be conducted and documented semi-annually2.1.10Door panic hardware (guest room door as well as public exit doors) m
40、ust be checked monthly to ensure that it is operational. The checkmust be documented.2.1.11Each guest room door must feature a professionally printed and framed emergency evacuation plan on the inside of the guest room door.The plan must clearly show, by floor diagram, the guests present location an
41、d the most direct escape route in case of an emergency.2.1.12Emergency Procedures Manual (EPM), including policy on crime and incident reporting, must be available at the front desk at all times.2.1.13Should a Ramada Hotel employ the services of third party vendors (I.e. leased-out restaurant, house
42、keeping services), the third-party vendoris required to abide by all applicable Ramada Standards. ExCEED will score the services performed by the third-party vendor and the resultswill be reflected in the hotels overall evaluation.2.2European Data Protection Directive (EEC Hotels Only) Australian Pr
43、ivacy Act (Australian Hotels Only2.2.1For Hotels located within the European Union and Australia, to comply with the requirements of the European Union Data ProtectionDirective or the Australian Privacy Act as it relates to:2.2.2Informing customers upon check-in that personal information is collecte
44、d, describe how it is used and where it is transferred;2.2.3Providing customers with access to their personal information when requested;2.2.4Informing the customer how they can opt-out of direct marketing and access their personal information.2.2.5To provide reasonable assurance that Ramada Interna
45、tional does not send marketing communications to any customer in the EuropeanUnion, in case of EEC hotels and in Australia for Australian hotels, that has informed it they do not wish to receive direct marketing (thecustomer has “opted-out.”)2.3.Notification to our Customers2.3.1Each Registration ca
46、rd will inform the customer that the Privacy Requirement Disclosure can be found in the Hotel Directory found in theguest room. 2.3.2Each Hotel Directory will contain a Disclosure Statement in the language of the country the hotel is located in and in English. 2.3.3Each Front Desk Associate will be
47、trained to inform a customer how such customer may access the personal information held by RamadaInternational or the Hotel.9-126Ramada International Operations StandardsRamada / Ramada Plaza / Ramada ResortsWelcome to Ramada International Hotels & Resorts2.3.4Each franchised Hotel will verify with
48、its local counsel that there are no additional disclosure information or procedures necessary for theHotel to comply with the privacy requirements. If there are additional disclosures or procedures needed, the Hotel will comply with suchrequirements.2.3.5In Australia, each hotel will keep copies of
49、Attachment H to distribute a copy of this document to any guest who requests additional detailsconcerning the hotels personal information dissemination and handling.2.4.Providing our Customers Access to Information2.4.1All customer requests for access to their personal information must be processed within 30 days of receipt. 2.4.2All customer requests to access their personal information must be formally made by the customer by completing an Information AccessRequest Form (see Attachment B) and sending it with the US$20 (if such fee is not prohibited by local law) processing fee, or credit
