华美达这个特许经营品牌是九人智库曾经认真研究的品牌，九人智库之所以对RAMADA感兴趣，主要的基于对于RAMADA这样的靠品牌及体系打天下的好奇，一个成功的特许经营品牌的他的运营管理体系一定是容易倒入的，本文主要向大家介绍其质量管理计划中的Ex.C.E.E.D.体系！

Ramada Service Principle

華美達的服務原則

“At RamadaInternational Hotels & Resorts, it is the task of every associate to exceedcustomer expectations in any situation.”

“華美達國際酒店及度假村的每一員工都以為客人提供喜出望外的服務為本。”

“It is theresponsibility of management to ensure that our associates are trained andempowered to apply their knowledge, talent and customer service skills toensure that customer expectations are exceeded in every situation, usual orunusual.”“管理人員有責任去保証我們的員工都得到適當的培訓，加上員工的知識，才能及服務技巧，使客人在任何情形下，都能得到喜出望外的服務。”

“It is theresponsibility of Ramada International Hotels & Resorts to provide coredeliverables, which are adhered to by all Brand Hotels and to support thosecore deliverables with appropriate instructions, training materials and throughpersonal consulting.”

“華美達國際酒店及渡假村有責任提供核心支柱予所有品牌酒店，而所有品牌酒店均需遵守這些核心支柱，透過適當的指示，培訓物料及個人資詢有效地去執行。”

“As a brandand as operators, our goal is to achieve a 100% guest return intent.“

“作為一個品及經營者，我們的目標是要達到百份之百的人再次回居華美達”

为了对以上目标进行支持 ，华美达推出了其质量保证计划等相关体系 ，本文的主角 Ex.C.E.E.D.就是其重要组成部分

The Ramada International Quality Assurance Program

華美達國際質量保証計划

下图非常简明介绍了关于E.C.E.E.D.的几个组成说明:

Ramada’s Quality Evaluation focuses onthe Control and Consistency of Ramada’s 6 Core Pillars:

華美達質量評估主要集中在其六個基本準則范圍內：

Ex.C.E.E.D. - The Process

(過程)

A comprehensive two-day evaluation of thehotel s physical plant, services,cleanliness and adherence to standards.

一個為期兩天對酒店資產,服務,整洁及水平的全面性評估。

Following this review, the General Managerand the Owner are provided an action plan designed to significantly improve thehotel’s performance.

評估完成後，酒店業主及總經理將會收到一份根據酒店表現而發出的報告，并作出改善。

Results are published on the Ex.C.E.E.D.Website.

結果於Ex.C.E.E.D.的綱頁內刊出。

The following areas areevaluated for cleanliness, conditions and standards compliance:

評估將會根據以下部份的整洁，狀況及華美達標準作為準則

Guest Room 

客房

Guest Bathroom

浴室

Public Space

公眾地枋

Meeting / Banquet Space 

宴會廳及會議室

Food and Beverage 

餐飲部

Heart of the House 

酒店內部

5 Separate Areas are scored

(評分分為五部份)