2015 Loyalty Champion Toolkit AMER Region

Transcription

1 October 19, Loyalty Champion Toolkit AMER Region Welcome, Loyalty Champion! Congratulations on being selected as your hotel s Loyalty Champion. The Loyalty Champion Toolkit has been developed to help familiarize you with your new role and prepare you to lead your team in successful delivery of the IHG Rewards Club program. In this Toolkit, you will find the following information: 1. IHG Rewards Club Loyalty Champion On-board Program Guide 2. Overview of Essential Champion Program Tools & Resources (AMER/US/CA) 3. Overview of Essential Champion Program Tools & Resources (AMER/MSAC) 4. Loyalty Champion Tools & Resource Directory 5. Loyalty Champion Selection Criteria 6. Loyalty Champion Roles & Responsibilities 7. Champion Dashboard Overview 8. Champion Program Level Updates 9. Loyalty Champion Levels Frequently Asked Questions AMER Mexico, Latin America, Caribbean 10. Updates to Loyalty Champion Platinum Level 11. Loyalty Champion New Champion Checklist 12. Loyalty Champion Daily, Monthly, Quarterly Checklist 13. Front Desk Onboarding Checklist For quick access to any of these documents, simply open the Bookmarks option (located on the upper left hand corner ) and navigate to the document of your choice. Congratulations on being selected as your hotel s Loyalty Champion, and thank you for helping us continue to deliver great hotels guests love. Sincerely, The IHG Rewards Club team

2 IHG Rewards Club Loyalty Champion On-board Program Guide September 30, AMER 10/1/2015 1

3 Translated IHG Rewards Club Materials This Champion On-boarding Guide is produced in English only There are several translated materials available to guide you through IHG Rewards Club Standards, benefits and the role of the Loyalty Champion IHG Rewards Club Standards Reference Guide This is located on IHG Rewards Club Source and provides an in-depth overview of benefits, hotel standards and processes Path: Merlin>Applications>IHG Rewards Club Source>Resources>Downloads Loyalty Champion elearning Modules These are located on mylearning Path: Merlin>Applications>myLearning>Loyalty Champion elearning (Course ID ) The above materials are available in the following languages: French, German, Italian, Latin American Spanish, Brazilian Portuguese, Russian, Arabic, Simplified Chinese, Japanese, Turkish February 10/1/ , 2015 Private and confidential 2

4 Loyalty Champion On-boarding Table of Contents Topic Page How to use this guide 4 Welcome Champion 5 Value of a Loyalty Champion 6-7 Champion Role & Responsibilities 8 Path to Success 9 New Champion Getting Started Club Champion Gold Champion 17 Platinum Champion 18 Additional Opportunities for Professional Growth 19 Key Contact for Loyalty Champions 20 10/1/2015

5 How to Use This On-Boarding Guide Print this guide so you can use it to help you navigate through the various online tools/resources available to you It is designed to help you get started in your new Loyalty Champion role This guide is now part of the Champion Toolkit found on Champions Corner on IHG Rewards Club Source (Source) The toolkit includes: Overview of Essential Champion Program Tools/Resources - a more visual overview of how to use the Champion tools/resources Resources/Tools Locator Directory of links/pathways to all resources Champion Role & Responsibilities - Defines your specific responsibilities Champion Checklists New Champion, Daily, Monthly, Quarterly Champion Levels Overview February 10/1/ , 2015 Private and confidential

6 Welcome Your GM believes you have what it takes to be an IHG Rewards Club Loyalty Champion. And, we couldn t agree more. An exciting journey awaits you and this On-boarding Guide was developed to help you be successful on this journey. Loyalty Champion Mission The IHG Rewards Club Loyalty Champion s mission is to lead and inspire your team to flawlessly deliver the IHG Rewards Club member experience. As Loyalty Champion, your focus is on educating and motivating your front desk team to trust in the power of the IHG Rewards Club program to deliver the highest quality experience to members and make all members feel recognized and valued. By keeping focus on your mission, you will help your hotel achieve it s business goals and help deliver Great Hotels Guests Love. February 10/1/ , 2015 Private and confidential

7 Loyalty Champions Create Great Hotels Guests Love! You are an important part of your hotel s success! You ensure our most valuable guests our IHG Rewards Club Members receive their benefits and have a memorable experience Our members stay more, pay more and say more as a result of the great Loyalty Champion leadership at our hotels Hotels are most successful when they have a Loyalty Champion assigned Hotels are more than twice as likely to meet their IHG Rewards Club Standards when a Champion is assigned Meeting your Standards directly contributes to your hotel s ability to generate revenue through new and repeat business Date 10/1/2015 if required

8 Champions Are Better When Engaged! Champions completing the base tools/resources meet their IHG Rewards Club Standards more often than Champions who do not Engaged Champions complete the following: Log onto Source at least once per month Complete their Champion Profile Complete Champion elearning module Complete IHG Rewards Club Compliance Assessment Complete LoyaltyConnect elearning module Highly engaged Champions complete at least two more additional activities such as: Submit a quarterly Action Plan Attend the Loyalty Champion Gold Workshop Attend the Loyalty Champion Platinum Events Date 10/1/2015 if required

9 The Loyalty Champion Role & Responsibilities At the highest level, the Loyalty Champion s role is to ensure the consistent delivery of the IHG Rewards Club Program at your hotel. Areas of focus include: Ensure your hotel team has a clear understanding of the IHG Rewards Club Program Lead your front desk team to consistently deliver the in-hotel benefits to members Make certain the hotel s IHG Rewards Club standards target goals are met or exceeded Serve as the hotel s main point of contact with IHG Rewards Club The Loyalty Champion s four basic areas of responsibility include: IHG Rewards Club Training IHG Rewards Club Standards & Delivery Mentoring & Support Mastering the key knowledge areas of the Program Further details regarding the Champion role and responsibilities are outlined throughout this Guide. February 10/1/ , 2015 Private and confidential

10 Loyalty Champion Path to Success New Champion Getting Started Club Champion Gold Champion Platinum Champion There are four levels within the Loyalty Champion Program. The Program is designed to empower you to learn, grow and succeed. Everyone starts in the same place but it s up to you as to how far you go. Each of the following Level sections cover three key areas: Requirements How to Complete the Requirements Ongoing Management of Responsibilities This information will provide you the tools and direction you need to go all the way to Platinum Champion. Now let s get started! 10/1/2015

11 Step-By-Step Guide to Success 10/1/2015 February 05, 2015 Private and confidential 10

12 New Champion Getting Started Continue Completed Your Required Steps How to Complete these Steps 1 Confirm that your General Manager has assigned you the role of Champion in IHG Rewards Club Source 2 Confirm that your General Manager has secured the required IDs & Access: Merlin ID in LoyaltyConnect Access to LoyaltyConnect IHG Rewards Club Enrolling ID (EMP ID) Arrange time with your GM to confirm: Assignment of Champion role in Source Secured the required IDs/Access to Merlin and LoyaltyConnect Enroll/sign up for Enrolling ID in LoyaltyConnect (see page 19) Discuss expectations for the Champion role Confirm that your GM has assigned the role of Hotel Operations Manager in LoyaltyConnect This role is necessary to order IHG Reward Club point vouchers, post Welcome Amenity points to member accounts and perform Reward Night updates (LPUs). 3 Review Guide to IHG Rewards Club Source User Guide. Source is a vital portal for all Champions. This guide will help you navigate and use Source You can access Source through Merlin and download the Guide from the home page. bruary 05, Complete Private the and Loyalty confidential Champion Profile on Champions Corner Champion Profile is located in Champions Corner on Source: Merlin>Applications>IHG Rewards Club Source>Champion Corner>Champion Profile Fe 10/1/

13 New Champion Getting Started Continue Completed Your Required Steps How to Complete these Steps 5 Review contents of Champion Toolkit, this includes: Essential Champion Program Tools/Resources Tool/Resource Locator Champion Role & Responsibilities New Loyalty Champion Checklist Daily Checklist Monthly & Quarterly Checklist Champion Program Levels Overview Champion Toolkit is located in Champions Corner on the right side Downloads section. Each document is a separate downloadable PDF in: Merlin>Applications>IHG Rewards Club Source>Champions Corner>Downloads>Champion Toolkit ebruary 05, 2015 Private and confidential 6 Complete all required training within 2 weeks of being assigned. Journey to Compliance a guide to help navigate these modules, a helpful place to start IHG Rewards Club Compliance Assessment A self-paced assessment that will take about 30 minutes to complete Loyalty Champion elearning Online training that will take about 20 minutes to complete LoyaltyConnect elearning Online tutorial on how to use the LoyaltyConnect system These training modules in mylearning: Merlin>Applications>myLearning>IHG Rewards Club Training Solutions IHG Rewards Club Compliance Assessment Loyalty Champion elearning LoyaltyConnect elearning To access these elearning modules it is best to use Google Chrome or Firefox as your Internet browser F 10/1/2015

14 New Champion Getting Started Continue Completed Your Required Steps How to Complete these Steps 7 7. Review Performance Tracker Reports & create Quarterly Champion Action Plan Champion Dashboard Champion Action Plan Reports Overview - Monthly & Quarterly Standards Reports Performance Tracker is a separate portal for IHG Rewards Club reporting; you must sign into either Merlin or IHG Rewards Club Source to access this portal Through Performance Tracker you can access Performance Tracker Reports, Champion Dashboard and Champion Action Plan 8 Review Champion Dashboard to track your activities and progress within the Champion Program Champion Dashboard is located in Champions Corner on Source: Merlin>Applications>IHG Rewards Club Source>Champion Corner 10/1/2015

15 New Champion Getting Started Continue How to Manage Your Ongoing Responsibilities As a new Loyalty Champion, it s important to leverage the tools and training provided. The IHG Rewards Club Source (Source) website contains the vast majority of the tools you ll need to be successful and progress upwards within the Champion program. From Source you should: Download IHG Rewards Club Source User Guide and review This informative online flipbook will help you learn how to navigate Source Print copies of the New Loyalty Champion, Daily, Monthly & Quarterly Checklists (located in the Champion Toolkit). These one-page documents are great for continuous reference Become familiar with the IHG Rewards Club Standards Reference Guide located on the Resources Section of Source. This comprehensive guide will provide the answers to many questions you and your hotel may have on a daily basis. Participate in Champion Talk on Champions Corner on Source. Connecting regularly with seasoned Champions is a great way to learn and share best practices It s important to stay engaged! Think of Source as your Command Central visit regularly to get updates, breaking news & tips Participate in Champion Share & Learn Call sessions (US/CA) or Quarterly Champion Calls (Mexico, Latin America and Caribbean) 10/1/2015 Check Performance Tracker Reports to evaluate your hotel s performance and use Quarterly Champion Action Plan to improve performance

16 Club Champion Continue Congratulations on getting set-up and mastering the basics of the Loyalty Champion program! You ve worked hard and we know you re hungry to get to the next level of the Program Club. This section will guide you on requirements necessary to get to this next Program level. Completed Your Required Steps How to Complete these Steps 1 Ensure you are assigned the role of Champion on Source Confirm with your General Manager that you continue to be assigned as the Champion 2 Confirm that your Champion Profile on IHG Rewards Club Source site is complete 3 Complete IHG Rewards Club Compliance Assessment A self-paced, 20 question assessment that will take approximately 30 minutes and is required to be completed annually Champion Profiles are located in Champions Corner on Source: Merlin>Applications>IHG Rewards Club Source>Champion Corner>Champion Profile IHG Rewards Club Compliance Assessment is located in mylearning bruary 05, Complete Private Loyalty and confidential Champion elearning - A self-paced online training will take approximately 20 minutes and is required to be completed annually Loyalty Champion elearning module is located in mylearning and explains the responsibilities of a Loyalty Champion 10/1/2015 Fe

17 Club Champion Continue Completed Your Required Steps How to Complete these Steps 5 LoyaltyConnect elearning a self-paced online tutorial on how to use the LoyaltyConnect system that will take approximately 20 minutes to complete The LoyaltyConnect elearning training module is located in mylearning 6 Continue meeting your Daily, Monthly and Quarterly Checklist items Print & refer to your Daily, Monthly & Quarterly Checklists located in the Champion Toolkit 7 Stay active & engaged in the Program Log onto Source and the Champions Corner on a Daily basis Merlin>Applications>IHG Rewards Club Source>Champions Corner>Champion Toolkit 8 5.Continue to review Performance Tracker Reports and create Quarterly Champion Action Plan Champion Dashboard Champion Action Plan Reports Overview - Monthly & Quarterly Standards Reports Performance Tracker is a separate portal for IHG Rewards Club reporting; you must sign into either Merlin or IHG Rewards Club Source to access this portal: You can access Performance Tracker Reports, Champion Dashboard and Champion Action Plan through this link 10/1/2015

18 Gold Champion Continue We re impressed with your progress. You re now ready for the next challenge Gold. This section will guide you on requirements necessary to get to this next Program level. Completed Your Required Steps How to Complete these Steps 1 Complete Club Level Champion Requirements See previous Getting Started & Club Level sections of this document 2 Confirm the following prerequisites are met prior to registering for the Loyalty Champion Gold Workshop: Complete Champion Profile on Source Complete the 3 compliance elearning modules: IHG Rewards Club Compliance Assessment Loyalty Champion LoyaltyConnect Prerequisites will be checked prior to acceptance into the Gold Workshop. ebruary 05, Attend Loyalty Private and Champion confidential Gold Workshop 10/1/2015 F An instructor-led learning session that prepares you for success in your role Provides an opportunity to learn and share best practices regarding the delivery of the IHG Rewards Club member experience from the perspective of both the hotel and the member. Registration is required and you should speak to your General Manager regarding your attendance since there may be a cost to attend.

19 Platinum Champion Continue It takes a lot of hard work and dedication to get to this point. You re now ready for the top level Platinum. This section will guide you on requirements necessary to get to this next Program level. Completed Your Required Steps How to Complete these Steps 1 Complete Club and Gold Level Champion Requirements See previous Club & Gold Level sections of this document 2 To achieve Platinum Champion level, your hotel must meet their IHG Rewards Club Standards for two consecutive quarters. 3 Continue your daily/weekly/monthly Champion responsibilities Ensure your hotel is meeting your hotel goals for the 4 measured standards: Reward Nights Enrollments Member Recognition Training Review Performance Tracker Report to monitor your hotel s standards performance. 10/1/2015

20 Loyalty Champion Additional Opportunities for Professional Growth We know as a highly engaged Loyalty Champion you are always eager to continue growing professionally. Therefore, we have outlined several courses we know you ll find beneficial. There may be a cost associated with taking these courses and may not be offered in all regions. Course Name Description Type of Course Promises Kept - A Framework for Service Recovery (Course ID ) Promises Kept - A Framework for Service Recovery (Course ID ) Social Media IQ (Course ID ) Social Media IQ (Course ID ) Global Guest Love Measurement (Course ID ) A BrandHearted approach to deliver on promises and make sure guests remember us for the care they received. A BrandHearted approach to deliver on promises and make sure guests remember us for the care they received. This workshop demonstrates how to utilize tools and resources, including IHG's Social Listening Tool, to monitor and respond to guests' online feedback. This workshop demonstrates how to utilize tools and resources, including IHG's Social Listening Tool, to monitor and respond to guests' online feedback. Learn the essentials of the HeartBeat system and discuss surveys, reports and share ideas. Your comfort level will increase so you can use it as a tool to drive satisfaction. Virtual Classroom Virtual Classroom Virtual 10/1/2015

21 Key Contacts for Loyalty Champions Hotel Help Desk The IHG Rewards Club Hotel Help Desk is designed to specifically assist hotels with IHG Rewards Club issues. Please have as much information about the issue as possible available before contacting the Hotel Help Desk to ensure quick and efficient resolution. Note: When sending an to the Hotel Help Desk you will receive a response within 24 hours. From US/Canada (8 a.m. to 11 p.m. Eastern Time, 7 days a week) Phone: Fax: TDD: From Mexico: Phone Fax: From South/Central America and Caribbean: Phone (English)* Phone (Spanish)* Fax: * For specific Champion role questions loyaltychampion@ihg.com Reward Night/Free Nights reimbursement: For high-occupancy reimbursement, the hotel is required to send an with documentation to askihgrewardsclub@ihg.com for verification. IHG Rewards Club hotel collateral & check-in folders/signage US and Canada Support: ihgrc@inwk.com; phone: Mexico, South America and Caribbean Support: ihgmsac@inwk.com; phone: +52 (55) IHG Meeting Rewards: ihgmeetingrewards@ihg.com Hotel system support: Non-IHG Rewards Club support for HOLIDEX Plus and Property Management Systems (PMS) US/Canada: /1/2015

22 IHG Rewards Club Overview of Essential Champion Program Tools & Resources September 30, 2015 AMER/US/CA 10/1/2015 Private and confidential 1

23 Source - Complete Your Champion Profile* What? Once your manager has designated you as Champion, you need to complete your profile, provide an address and agree to the Terms & Conditions if you would like to participate on Champions Corner. The address is where we will send all communications including the Newsletter. When? Complete your profile as soon as possible. Where? IHG Rewards Club Source. Go to Merlin > Applications > IHG Rewards Club Source > Champions Corner > Profile Create an Enrolling ID in LoyaltyConnect if you do not have one How? Fill in the fields noted in the image on the right and click Submit. You can also include a photo or image to complete your profile! Make sure to provide an accurate address where you are not likely to have SPAM filters interfere with receiving s! *If you do not have a My Profile tab on Champion s Corner, your GM needs to designate you as a Champion. 10/1/2015 September 30, 2015 Private and confidential 2

24 LoyaltyConnect Create an Enrolling ID What? LoyaltyConnect helps you manage your business related to your IHG Rewards Club guests more efficiently Your front desk team members can enroll new members as well as update existing member profiles upon request from the member, which leads to a better guest experience. When? Your Hotel Manager should immediately secure your Enrolling ID upon assigning the role of Loyalty Champion. This ID will allow you to enroll new members into IHG Rewards Club. Where? LoyaltyConnect. Go to Merlin > LoyaltyConnect > Enrollments > Enroll How? Click the box next to EMP at the top of the form under Programs. Complete all fields under each section. Note the required fields (Red Asterisk) must be completed before submitting. Click the Submit button on the bottom right corner of the form to complete the process. *Note, LoyaltyConnect Enrolling ID is separate from an IHG Rewards Club Member ID. You will need to create an IHG Rewards Club Member ID on the IHG Rewards Club website if you do not have one. 10/1/2015 Private and confidential 3

25 Source - Champions Corner What? A social space just for Loyalty Champions! Ask questions, get updates, share ideas. Sarah Smith Champion Hotel Name Hotel Location When? Champions Corner is open 24/7! Stop in ANY time, but try to stop in regularly and scroll through past posts. Where? IHG Rewards Club Source. Go to Merlin > Applications > IHG Rewards Club Source > Champions Corner How? Submit questions and answers to get involved Scroll (Older, Newer links at bottom of page) through past posts to see if people have responded to you or if there s something you want to respond to. Hashtag links (at right) help sort information into the most often used topics by using a hashtag phrase in your post. Use the hashtags on the right to view tagged conversations *Complete your profile and accept Terms & Conditions in order to participate and make sure we can contact you. 10/1/2015 Private and confidential 4

26 Source - Champions Talk Tips Finding and tagging information If you want to be able to refer back to a conversation, hashtag it! We have 7 set hashtags and 7 that change based on popularity SEARCH- Click on a hashtag listed at the right to refer back to past conversations that have been tagged Try scrolling through a topic before posting a new question, odds are someone may have asked and answered it already! TAG- Since there is only space for 14, try to use the hashtags already in use before creating new ones At the end of your post include one or more of our popular hashtags if it has valuable information about the topic This is a little different than twitter, making new hashtags can create some confusion. What to post While Champions are some of the most fun people to chat with, try to keep it work related. You are a leader at your hotel AND here at Champions Corner. ASK questions if you don t know the answer and have tried to find some info Focus on the positive, encourage one another and share your accomplishments SHARE successes and best practices- what works for you? ANSWER- Give back, but whenever possible, tell Champions WHERE they can get answers to their questions instead of just giving them the answer Note: Moderators post information and answers when possible but do not provide constant Champions Talk coverage. If you have a question you need answered, you should use the Contact button or send a clear to askihgrewardsclub.com Permanent Hashtags 10/1/2015 Private and confidential 5

27 Source - Learning Center What? A resource for your team with tools to help you and your team learn all about IHG Rewards Club. You ll find videos, activities and documents to help with anything from The Fundamentals video to check-in processes to LoyaltyConnect. Sarah Smith Champion Hotel Name Hotel Location When? This classroom is always open! Explore and share the resources here individually, one-on-one or even in team meetings. Where? Go to Merlin > Applications > Resources > Learning Center. How? Content is organized by topics and format. All available resources are listed in the pull down menu, scroll over these items to see everything available. Resources available in the Learning Center include: Intro to IHG Rewards Club Mandatory Training eguides & Job Aids Managers & Champions Only Area 10/1/2015 Private and confidential 6

28 Source Managers & Champions Only Champion Plus Tab What? The Champion Plus Tab provides Champions with resources only available to them: Hotel versions of the group activities conducted in the Loyalty Champion Gold Workshop for the IHG Rewards Club Basics and Benefits and Delivering the Member Experience training modules. Recent links for the Monthly Share & Learn events as well as any Quarterly Call presentations can be found on this tab Sarah Smith Champion Hotel Name Hotel Location When? Managers & Champions can explore and share with your front desk team at anytime Where? Go to Merlin > Applications > Resources > Learning Center >Managers & Champions Only > Champion Plus How? Links to the group activity guides are accessible on this tab 10/1/2015 Private and confidential 7

29 Source Managers & Champions Only 10 Minute Trainers What? 10 minute trainers are short, pre-planned training sessions that Champions can use with their hotel teams. Currently there are two, 10 minute trainers available but more will be coming soon! Here is what we have today: Welcome Amenity Member Recognition When? This information is always available to Managers & Champions to explore and share with your front desk team Where? Go to Merlin > Applications > Resources > Learning Center >Managers & Champions Only > 10 Minute Trainer How? Link to the 10 Minute Trainer Worksheets are accessible on this tab 10/1/2015 Private and confidential 8

30 mylearning- IHG Rewards Club Training Solution What? A portlet on the home page of mylearning with shortcuts to the IHG Rewards Club Compliance Assessment, LoyaltyConnect and Champion elearning modules. You ll also find the Journey to Compliance Guide that will walk you through all the steps needed for your hotel to meet its Training Standard. Where? Go to Merlin > Applications > mylearning and you ll find it on the home page. Technical Tips: When you complete the assessment or elearning, be sure mylearning shows your status as complete Complete results will not show on Performance Tracker until the 20 th of the month following the month training was completed For assistance, click Contact Us at the bottom of any page in mylearning View your training again by going to my Enrollments and clicking Launch 10/1/2015 Private and confidential 9

31 mylearning Loyalty Champion elearning What? elearning to walk you through the roles & responsibilities of a Champion. The Champion and General Manager are required to complete this module. When? When you can make the time to sit down at your computer! It takes about 20 minutes to complete Where? In mylearning How? Go to Merlin > Applications > mylearning. 1.Go the IHG Rewards Club Training Solution portlet 2.Click on the link to Loyalty Champion E-Learning 3.Click Search Available Offerings 4.Find the training in YOUR language, click Register and complete ALL steps until Enrolled **Be sure that you are using Google Chrome or Firefox Mozilla as your Internet browser. Make sure popup blockers are off. 10/1/2015 Private and confidential 10

32 mylearning - Loyalty Champion Workshops What? A one day workshop you can attend to grow and share with other Champions. (Find more about levels at Champions Talk downloads) When? Workshops take place on a regular basis. Where? Workshops are hosted throughout the year. Go to mylearning and search for workshops near you. Enter Course IDs: Gold Workshop How? Go to Merlin > Applications > mylearning. 1.Click Catalog Search (on left) 2.Click Advanced Search 3.Enter Loyalty Champion in the title field 4.Click Search 5.Click the title of the Offering near you for details 6.Click Register and complete ALL steps until Enrolled **Be sure that you are using Google Chrome or Firefox Mozilla. Make sure popup blockers are off and that the offering appears in My Enrollments 10/1/2015 Private and confidential 11

33 Monthly Share & Learn Events US/CA What? A virtual event you attend online with other Champions. We ll provide the latest news and updates and cover a new topic. You ll get answers to your questions and share best practices with other Champions When? LIVE - The second Friday of every month at 11:00 am and 3:00 pm EASTERN. RECORDED - Links are posted on Champions Corner after the event and are listed in the right column of the newsletter every month. Where? From your computer! Make sure you have speakers or headphones AND a microphone if possible! Click the Link in Champions Talk or Join Live or Recorded How? 1)We ll send attend links the day before the event to the address listed on your profile in IHG Rewards Club Source 2)We ll post the links on Champions Corner right before the event. Links to recordings will be posted on Champions Corner - (check #shareandlearn) after the event OR in the Loyalty Champion Newsletter the following week. Complete Attendance Attendance - to get credit for attending or listening, you MUST complete the survey at the end AND provide your Merlin ID before the end of the current month. Attendance will be reflected on your Champion Dashboard in Performance Tracker, it will be updated on the 20 th of the month on the Champion Dashboard for the previous month. (Note: Don t download, ALWAYS choose Attend in Browser ) 10/1/2015 Private and confidential 12

34 Performance Tracker What? The place to go to find out how your hotel is performing on Standards, to create Action Plans, to view the Champion Dashboard and submit an exception request. When? Hotel Performance Tracker is updated on the 20 th of the month for the previous month Where? IHG Rewards Club Source. Go to Merlin > Applications > IHG Rewards Club Performance Tracker How? Use the left and center navigation to get around in Performance Tracker. You will be able to: View reports of your hotel s loyalty standards and revenue performance Start and complete an Action Plan View your activities on Champion Dashboard Submit waivers and exception requests 10/1/2015 Private and confidential 13

35 Performance Tracker - Quarterly Action Plans What? A way to set and achieve goals for your hotel s performance on IHG Rewards Club Standards. When? Create and submit a new Action Plan at the beginning of every quarter and share with your GM Update your Action Plan as you progress during the Quarter and only enter completion date when your all your action items have been completed Complete your Action Plan before the end of the Quarter since you will not be able to edit your Action Plan when the quarter is over; you can only start a new Action Plan for the next quarter Where? In Performance Tracker, select from the options under Action Plan on the left side. How? Follow the prompts for creating and updating your Action Plan. 10/1/2015 Private and confidential 14

36 Performance Tracker - Champion Dashboard What? One place to keep track of all the work you are doing as a Champion. The Dashboard shows how engaged you are as a Champion. The more you are involved in, the more likely your hotel is to be successful. When? Check in on a monthly basis to make sure information is accurate. If not, be sure all your contact information is up-to-date in Source and you are accurately completing Share & Learn surveys! Where? Go to Merlin > Applications > IHG Rewards Club Performance Tracker > Champion Dashboard How? The dashboard is updated on the 20 th of the month for the previous month. So, on February 20 th you ll see anything you had completed by Jan /1/2015 Private and confidential 15

37 Performance Tracker Exception/Waiver Request What? Performance Tracker allows hotels to request exceptions for some IHG Rewards Club Standards. Each exception request is reviewed by a IHG Rewards Club representative and approved or rejected. When? Hotels will be allowed to apply for exceptions after each quarterly report is released. This allows hotels to use factual information about the standard they are requesting a waiver for. Where? Go to Merlin > Applications > IHG Rewards Club Performance Tracker > Exception Requests How? Complete the Standards Exception Form on Performance Tracker. 10/1/2015 Private and confidential 16

38 Loyalty Champion Newsletter US/CA What? A Newsletter just for Champions! Another way to: Get the latest news Learn about a new topic, get links to trending topics Find out Best Practices Read what other Champions are saying Find links to recordings of past Share & Learn events (US/CA) When? Expect it on the third Friday of every month (US/CA) Where? In YOUR inbox! How? We send the Newsletter to the address listed in your Profile on Champions Corner. Make sure the correct address is listed with your profile on Champions Corner Be sure that your SPAM filters don t get in the way If you are using Gmail, check filters or tabs such as Promotions *Be sure to get the whole story by clicking on links under article introductions 10/1/2015 Private and confidential 17

39 2015 Enroll for Rewards Offer What? The Enroll for Rewards program is an incentive offer for all hotels. Team members receive 500 IHG Rewards Club points per QE with a valid when your hotel meets monthly Qualified Enrollment (QE) and QE with valid minimums. Learn about the program When? Offer runs from Jan 1, 2015 to Dec 31, Where? Full offer details and instructions are posted on Source > Resources > Enroll for Rewards. How? 1.Train your team to enroll and ask for an address from every guest so you meet your hotel s monthly enrollment goals. 2.Hotels that reach their goals, are awarded points (on Source) by the 20 th of the following month. Example, points earned in May will post on Source by June 20 th. 3.The Loyalty Champion or Manager distributes points to team members based on enrollments. 4.Team members can redeem points for great items on the employee redemption site OR free nights and more on the IHG Rewards Club redemption site 5.Ensure your team members have enrolled in IHG Rewards Club so they can have the points deposited into their account and redeem for great items or free nights! Track your team s progress 10/1/2015 Private and confidential 18

40 HeartBeat IHG Reporting What? HeartBeat is how we take the pulse of our guests, our hotels and our brands. A powerful online guest survey system that gives us a clearer, global picture of guest love. Our very own cardiogram! (EKG or ECG). When? A monthly HeartBeat Scorecard is generated for all hotels based on guest satisfaction survey. Where? Go to Merlin > Applications > HeartBeat> Medallia> Scorecard for your latest report Click on More for HeartBeat documents to walk you through the reports How? Review the training materials with your hotel team and see what these reports say about your Guest Love. 10/1/2015 Private and confidential 19

41 IHG Rewards Club Overview of Essential Champion Program Tools & Resources September 30, 2015 AMER/MSAC 1

42 Source - Complete Your Champion Profile* What? Once your manager has designated you as Champion, you need to complete your profile, provide an address and agree to the Terms & Conditions if you would like to participate on Champions Corner. The address is where we will send all communications including the Newsletter. When? Complete your profile as soon as possible. Where? IHG Rewards Club Source. Go to Merlin > Applications > IHG Rewards Club Source > Champions Corner > Profile Create an Enrolling ID in LoyaltyConnect if you do not have one How? Fill in the fields noted in the image on the right and click Submit. You can also include a photo or image to complete your profile! Make sure to provide an accurate address where you are not likely to have SPAM filters interfere with receiving s! *If you do not have a My Profile tab on Champion s Corner, your GM needs to designate you as a Champion. February 05, 2015 Private and confidential 2

43 LoyaltyConnect Create an Enrolling ID What? LoyaltyConnect helps you manage your business related to your IHG Rewards Club guests more efficiently Your front desk team members can enroll new members as well as update existing member profiles upon request from the member, which leads to a better guest experience. When? Your Hotel Manager should immediately secure your Enrolling ID upon assigning the role of Loyalty Champion. This ID will allow you to enroll new members into IHG Rewards Club. Where? LoyaltyConnect. Go to Merlin > LoyaltyConnect > Enrollments > Enroll How? Click the box next to EMP at the top of the form under Programs. Complete all fields under each section. Note the required fields (Red Asterisk) must be completed before submitting. Click the Submit button on the bottom right corner of the form to complete the process. *Note, LoyaltyConnect Enrolling ID is separate from an IHG Rewards Club Member ID. You will need to create an IHG Rewards Club Member ID on the IHG Rewards Club website if you do not have one. February 05, 2015 Private and confidential 3

44 Source - Champions Corner What? A social space just for Loyalty Champions! Ask questions, get updates, share ideas. Sarah Smith Champion Hotel Name Hotel Location When? Champions Corner is open 24/7! Stop in ANY time, but try to stop in regularly and scroll through past posts. Where? IHG Rewards Club Source. Go to Merlin > Applications > IHG Rewards Club Source > Champions Corner How? Submit questions and answers to get involved Scroll (Older, Newer links at bottom of page) through past posts to see if people have responded to you or if there s something you want to respond to. Hashtag links (at right) help sort information into the most often used topics by using a hashtag phrase in your post. Use the hashtags on the right to view tagged conversations *Complete your profile and accept Terms & Conditions in order to participate and make sure we can contact you. February 05, 2015 Private and confidential 4

45 Source - Champions Talk Tips Finding and tagging information If you want to be able to refer back to a conversation, hashtag it! We have 7 set hashtags and 7 that change based on popularity SEARCH- Click on a hashtag listed at the right to refer back to past conversations that have been tagged Try scrolling through a topic before posting a new question, odds are someone may have asked and answered it already! TAG- Since there is only space for 14, try to use the hashtags already in use before creating new ones At the end of your post include one or more of our popular hashtags if it has valuable information about the topic This is a little different than twitter, making new hashtags can create some confusion. What to post While Champions are some of the most fun people to chat with, try to keep it work related. You are a leader at your hotel AND here at Champions Corner. ASK questions if you don t know the answer and have tried to find some info Focus on the positive, encourage one another and share your accomplishments SHARE successes and best practices- what works for you? ANSWER- Give back, but whenever possible, tell Champions WHERE they can get answers to their questions instead of just giving them the answer Note: Moderators post information and answers when possible but do not provide constant Champions Talk coverage. If you have a question you need answered, you should use the Contact button or send a clear to askihgrewardsclub.com Permanent Hashtags February 05, 2015 Private and confidential 5

46 Source - Learning Center What? A resource for your team with tools to help you and your team learn all about IHG Rewards Club. You ll find videos, activities and documents to help with anything from The Fundamentals video to check-in processes to LoyaltyConnect. Sarah Smith Champion Hotel Name Hotel Location When? This classroom is always open! Explore and share the resources here individually, one-on-one or even in team meetings. Where? Go to Merlin > Applications > Resources > Learning Center. How? Content is organized by topics and format. All available resources are listed in the pull down menu, scroll over these items to see everything available. Resources available in the Learning Center include: Intro to IHG Rewards Club Mandatory Training eguides & Job Aids Managers & Champions Only Area February 05, 2015 Private and confidential 6

47 Source Managers & Champions Only Champion Plus Tab What? The Champion Plus Tab provides Champions with resources only available to them: Hotel versions of the group activities conducted in the Loyalty Champion Gold Workshop for the IHG Rewards Club Basics and Benefits and Delivering the Member Experience training modules. Recent links for the Monthly Share & Learn events as well as any Quarterly Call presentations can be found on this tab Sarah Smith Champion Hotel Name Hotel Location When? Managers & Champions can explore and share with your front desk team at anytime Where? Go to Merlin > Applications > Resources > Learning Center >Managers & Champions Only > Champion Plus How? Links to the group activity guides are accessible on this tab February 05, 2015 Private and confidential 7

48 Source Managers & Champions Only 10 Minute Trainers What? 10 minute trainers are short, pre-planned training sessions that Champions can use with their hotel teams. Currently there are two, 10 minute trainers available but more will be coming soon! Here is what we have today: Welcome Amenity Member Recognition When? This information is always available to Managers & Champions to explore and share with your front desk team Where? Go to Merlin > Applications > Resources > Learning Center >Managers & Champions Only > 10 Minute Trainer How? Link to the 10 Minute Trainer Worksheets are accessible on this tab February 05, 2015 Private and confidential 8

49 mylearning- IHG Rewards Club Training Solution What? A portlet on the home page of mylearning with shortcuts to the IHG Rewards Club Compliance Assessment, LoyaltyConnect and Champion elearning modules. You ll also find the Journey to Compliance Guide that will walk you through all the steps needed for your hotel to meet its Training Standard. Where? Go to Merlin > Applications > mylearning and you ll find it on the home page. Technical Tips: When you complete the assessment or elearning, be sure mylearning shows your status as complete Complete results will not show on Performance Tracker until the 20 th of the month following the month training was completed For assistance, click Contact Us at the bottom of any page in mylearning View your training again by going to my Enrollments and clicking Launch February 05, 2015 Private and confidential 9

50 mylearning Loyalty Champion elearning What? elearning to walk you through the roles & responsibilities of a Champion. The Champion and General Manager are required to complete this module. When? When you can make the time to sit down at your computer! It takes about 20 minutes to complete Where? In mylearning How? Go to Merlin > Applications > mylearning. 1.Go the IHG Rewards Club Training Solution portlet 2.Click on the link to Loyalty Champion E-Learning 3.Click Search Available Offerings 4.Find the training in YOUR language, click Register and complete ALL steps until Enrolled **Be sure that you are using Google Chrome or Firefox Mozilla as your Internet browser. Make sure popup blockers are off. February 05, 2015 Private and confidential 10

51 mylearning - Loyalty Champion Workshops What? A one day workshop you can attend to grow and share with other Champions. (Find more about levels at Champions Talk downloads) When? Workshops take place on a regular basis Where? Workshops are hosted throughout the year. Go to mylearning and search for workshops near you. Enter Course IDs: Gold Workshop How? Go to Merlin > Applications > mylearning. 1.Click Catalog Search (on left) 2.Click Advanced Search 3.Enter Loyalty Champion in the title field 4.Click Search 5.Click the title of the Offering near you for details 6.Click Register and complete ALL steps until Enrolled **Be sure that you are using Google Chrome or Firefox Mozilla. Make sure popup blockers are off and that the offering appears in My Enrollments February 05, 2015 Private and confidential 11

52 Champion Quarterly Calls MEX & LAC What? A virtual call event you attend via Saba Meeting with other Champions. We ll provide the latest news, results, updates and cover a new topic in each session. You ll get answers to your questions and share best practices with other Champions. When? LIVE Quarterly event that you can attend live. RECORDED - Links to the call recording and presentation are sending to the Loyalty Champions after the event. Where? Log-in from your computer! Make sure you have speakers or headphones! How? 1)We ll send attend links via invitation at least 2 weeks prior to the call. Saba Meeting link and details are provided in the invitation. 2)Champions must provide their Merlin ID and InnCode in order for their attendance to be tracked on their Champion Dashboard. Attendance will be updated on the 20 th of the month on the Champion Dashboard for the previous month. February 05, 2015 Private and confidential 12

53 Performance Tracker What? The place to go to find out how your hotel is performing on Standards, to create Action Plans, to view the Champion Dashboard and submit an exception request. When? Hotel Performance Tracker is updated on the 20 th of the month for the previous month Where? IHG Rewards Club Source. Go to Merlin > Applications > IHG Rewards Club Performance Tracker How? Use the left and center navigation to get around in Performance Tracker. You will be able to: View reports of your hotel s loyalty standards and revenue performance Start and complete an Action Plan View your activities on Champion Dashboard Submit waivers and exception requests February 05, 2015 Private and confidential 13

54 Performance Tracker - Quarterly Action Plans What? A way to set and achieve goals for your hotel s performance on IHG Rewards Club Standards. When? Create and submit a new Action Plan at the beginning of every quarter and share with your GM Update your Action Plan as you progress during the Quarter and only enter completion date when your all your action items have been completed Complete your Action Plan before the end of the Quarter since you will not be able to edit your Action Plan when the quarter is over; you can only start a new Action Plan for the next quarter Where? In Performance Tracker, select from the options under Action Plan on the left side. How? Follow the prompts for creating and updating your Action Plan. February 05, 2015 Private and confidential 14

55 Performance Tracker - Champion Dashboard What? One place to keep track of all the work you are doing as a Champion. The Dashboard shows how engaged you are as a Champion. The more you are involved in, the more likely your hotel is to be successful. When? Check in on a monthly basis to make sure information is accurate. If not, be sure all your contact information is up-to-date in Source and you are accurately completing Share & Learn surveys! Where? Go to Merlin > Applications > IHG Rewards Club Performance Tracker > Champion Dashboard How? The dashboard is updated on the 20 th of the month for the previous month. So, on February 20 th you ll see anything you had completed by Jan 30. February 05, 2015 Private and confidential 15

56 Performance Tracker Exception/Waiver Request What? Performance Tracker allows hotels to request exceptions for some IHG Rewards Club Standards. Each exception request is reviewed by a IHG Rewards Club representative and approved or rejected. When? Hotels will be allowed to apply for exceptions after each quarterly report is released. This allows hotels to use factual information about the standard they are requesting a waiver for. Where? Go to Merlin > Applications > IHG Rewards Club Performance Tracker > Exception Requests How? Complete the Standards Exception Form on Performance Tracker. February 05, 2015 Private and confidential 16

57 2015 Enroll for Rewards Offer What? The Enroll for Rewards program is an incentive offer for all hotels. Team members receive 500 IHG Rewards Club points per QE with a valid when your hotel meets monthly Qualified Enrollment (QE) and QE with valid minimums. Learn about the program When? Offer runs from Jan 1, 2015 to Dec 31, Where? Full offer details and instructions are posted on Source > Resources > Enroll for Rewards. How? 1.Train your team to enroll and ask for an address from every guest so you meet your hotel s monthly enrollment goals. 2.Hotels that reach their goals, are awarded points (on Source) by the 20 th of the following month. Example, points earned in May will post on Source by June 20 th. 3.The Loyalty Champion or Manager distributes points to team members based on enrollments. 4.Team members can redeem points for great items on the employee redemption site OR free nights and more on the IHG Rewards Club redemption site 5.Ensure your team members have enrolled in IHG Rewards Club so they can have the points deposited into their account and redeem for great items or free nights! Track your team s progress February 05, 2015 Private and confidential 17

58 HeartBeat IHG Reporting What? HeartBeat is how we take the pulse of our guests, our hotels and our brands. A powerful online guest survey system that gives us a clearer, global picture of guest love. Our very own cardiogram! (EKG or ECG). When? A monthly HeartBeat Scorecard is generated for all hotels based on guest satisfaction survey. Where? Go to Merlin > Applications > HeartBeat> Medallia> Scorecard for your latest report Click on More for HeartBeat documents to walk you through the reports How? Review the training materials with your hotel team and see what these reports say about your Guest Love. February 05, 2015 Private and confidential 18

59 Número de QE x 500 Número IHG Rewards Club (Personal) del Recepcionista Total de puntos IHG Rewards Club a acreditar

60 Canje de puntos (Catálogo de empleados y opciones generales) Los colaboradores podrán canjear sus puntos a través de la opción Redeem Rewards obteniendo precios preferenciales en el catalogo de empleados o podrán ingresar a la página Canjeando por cualquiera de las opciones que aparecen allí ( como cualquier socio particular)

61 Visualización

62 Plataforma Performance Tracker MERLIN > PERFORMANCE TRACKER La plataforma Performance Tracker, es una herramienta esencial que todo Loyalty Champion debe conocer con todas sus aplicaciones. Exception Request Reporte Performance Tracker (Reports Overview) Action Plan Champion Dashboard

63 Que es un Exception Request? En caso de que el hotel, tenga un problema y afecte su ocupación, no estando dentro de sus manos el poder evitarlo (Ejem : Desastres naturales, problemas sociales, entre otros) puedes levantar un Exception Request en inglés para evitar multas por incumplimiento en los estándares medibles de IHG Rewards Club. El Exception Request será evaluado detalladamente por un comité en Atlanta para su aprobación. El solicitar un exception request NO garantiza la condonación de una multa por incumplimiento. El Exception Request estará disponible 20 días después del término de cada trimestre.

64 Analiza tus resultados en Performance Tracker Reporte Performance Tracker (Reports Overview) Los días 20 de cada mes, deberás revisar los resultados en Performance Tracker. Los conceptos que aparecen en el reporte son los estándares medibles de IHG Rewards Club.

65 2da parte del reporte Este reporte nos muestra tarifa promedio, contribución de cuartos noche, ingresos y correos electrónicos calificados Cómo debo de analizar estos resultados? Ejem: Contribución de ingresos, refleja mensualmente que porcentaje del 100% de los ingresos fue producido por los Socios IHG Rewards Club. Muestra un comparativo con respecto al acumulado del año anterior y el mismo mes.

66 Plan de Acción MERLIN > PERFORMANCE TRACKER > CREATE NEW ACTION PLAN UN ACTION PLAN DEBE SER S.M.A.R.T. especifico Medible Aplicable Realista Temporizado Others (Si tiene más de un objetivo) Tú como Loyalty Champion, junto con el equipo de Recepción deberán hacer trimestralmente un Plan de Acción en base a sus resultados, con el objetivo de alcanzar sus metas y mejorar el desempeño de IHG Rewards Club. Favor subirlo en inglés a la plataforma los 3 primeros días de cada trimestre. Este mismo deberá cerrarse 3 días antes de finalizar cada trimestre, colocando la fecha del cierre en el calendario inferior de la plataforma./ UPDATE Colocar 3 objetivos medibles. Cómo voy a lograr mis objetivos? Explicar minuciosamente que acciones realizaré para alcanzar los objetivos arriba mencionados Update Action Plan

67 Esta herramienta será básica para ayudarte a reconocer a un socio, así como en el reclamo de las noches premio Cómo obtener accesos a Loyalty Connect? Loyalty Connect Cada Gerente General deberá asignarle los permisos correspondientes al Loyalty Champion y al equipo de Recepción para accesar a la plataforma de Loyalty Connect. En caso de que el Gerente General tenga dudas para asignación de permisos puede consultar a Merlin Support.

68 Las principales funciones de Loyalty Connect son: Loyalty Connect Guest Search (Búsqueda de un socio por datos) Enrollment (Inscripción de un socio) Hotel Operations (funciones varias) LPU (lista de salidas de los socios IHG Rewards Club) Reimbursements (Pantalla de solicitud de pago de las noches premio)

69 Búsqueda de un socio en Loyalty Connect (Guest Search) Búsqueda por datos: Se coloca la información del socio Búsqueda directa: Se coloca el número de socio Informaci ón editable Correo electronico valido, señalando el check verde

70 Búsqueda de un socio en Loyalty Connect (Guest Search) Se selecciona al socio buscado

71 Búsqueda de un socio en Loyalty Connect (Guest Search) Información editable Información de la cuenta del socio Correo electrónico valido, señalado con la marca verde

72 Inscripción de un nuevo socio (Enrollment) Podrás inscribir a un socio IHG Rewards Club y también podrás dar de alta los ID merlin de empleados Cada que realices una inscripción recuerda: -Debe ser un cliente nuevo -Colocar un correo electrónico válido(verificar que la marca este en verde indicando que es un válido) - Completar los espacios con la información del socio -El recepcionista debe colocar su ID Enrolling en el espacio de Employee ID

73 Hotel Operations LPU Funcionamiento de la interfaz La plataforma LPU (Loyalty Pending Updates) es vital para el correcto funcionamiento del programa de lealtad IHG Rewards Club en el Hotel. En la plataforma se muestran los últimos 3 días de estancias de socios que estuvieron en el hotel los cuales se tendrán que comparar con el Reporte Diario de Opera. En la misma plataforma podrás realizar ajustes manuales tales como :tarifas calificadas, agregar consumos del full folio Para acreditarlos en puntos. Información más detallada, consulta la guía de referencia rápida páginas (20-26) En caso de que la plataforma LPU este fallando es necesario reportarlo con Micros al igual que en Hotel System Support

74 Contactos con Micros en caso de problemas con la Interfaz entre Opera y Holidex México Opera PMS y IHG Requisito contar con el identificador otorgado por Micros (Client ID), si no cuenta con él solicítelo a su gerente comercial. México Cesar Romero Cromero@micros.com x 9512 Para mayores detalles acceder a la guía de soporte al cliente de Micros Fidelio en la siguiente liga:

75 Pantalla de solicitud de Noches premio e IVANI (Process Hotel Reimbursement for Reward) Pago de Rewards Nights: Es obligación de Loyalty Champion realizar el reclamo de estas Rewards Nights en tiempo y forma ya que de lo contrario el proceso se alargará en tiempo. Información más detallada, consulte la guía de referencia rápida,páginas (17 y 39) Deberás colocar el porcentaje de ocupación del día, en caso de ser mayor al 95% tendrán que enviar el Reporte de Opera a askihgrewardsclub@ihg.com y colocar la tarifa promedio del día.

76 Cómo realizar el reporte diario de Reconocimiento? El Reporte diario de Reconocimiento es una herramienta que permite que el Loyalty Champion lleve un control diario en el porcentaje de Reconocimiento y Welcome Amenity, haciendo mucho mas medible su trabajo y el de su equipo. Si no tiene este formato, por favor solicítelo a Yelitza Guerreros o Carlos Lopera o Mariel Macias.

77 Cómo realizar el reporte diario de Reconocimiento? La información es extraída del Reporte Heart Beat y las respuestas se valoran de la siguiente manera. NIVEL DEL SOCIO 1) FUE USTED RECONOCIDO COMO SOCIO IHG REWARDS CLUB 2)LE RECONOCIERO N SU NIVEL CLUB SI N/A SI NO NO ELITE (GOLD Y SI SI SI PLATINUM) NO SI SI SI NO SI NO NO NO RESPUEST A FINAL SE CUENTA COMO: RESPUESTAS QUE TENGAN UN "NO RECUERDO" NO SE CUENTAN SINO ESTAN MEZCLADAS CON UN SI EN EL CASO DE SOCIOS ELITE Los resultados oficiales se verán reflejados mensualmente los días 20 en Performance Tracker.

78 Para obtener el resultado mensual de calificación deberás calcularlo de la siguiente manera: Total de respuestas positivas dividido entre el total de respuestas positivas y negativas Member of IHGRC? Greeted as IHGRC Member at check-in 38

79 Welcome Amenity Objetivo : Crear consistencia en las amenidades de bienvenida Para las marcas: Crowne Plaza Hotel Indigo Holiday Inn Holiday Inn Express Staybridge Suites Socio Club: Elegirá 1 opción entre: Botella de agua O Snack dulce O Snack salado Socios Elite (Gold y Platinum) Elegirán 2 opciones entre: Botella de agua, Snack dulce O Snack salado Para la marca InterContinental Socio Gold: Elegirá 1 opción entre: 400 puntos O Botella de agua y Treat Socio Platinum: Elegirá 1 opción entre: 600 puntos O Botella de agua y Treat Los socios Elite recibirán su amenidad en la bolsa correspondiente Proveedores: Bonafont, Barcel e Innerworkings 39

80 Proveedores Barcel ( Botana Dulce y Botana Salada) fernando.anaya@grupobimbo.com Bonafont ( Botellas de Agua de 600ml): Ibsen.RAMIREZCERON@danone.com Innerworkings ( Bolsas y Colgantes): ACamacho@inwk.com

81 Cartas de bienvenida Un complemento al Reconocimiento son las cartas de Bienvenida, favor de solicitarlas al equipo IHG Rewards Club o consultarlas en la plataforma INNForma.

82 NUMEROS DE CENTRO DE SERVICIOS A CLIENTES Y CENTRAL DE RESERVAS Centro de Servicios Central de Reservas Equipo Warm Hotel System Support

83 IHG Rewards Club Loyalty Champion Tools & Resource Directory Updated September 30, /1/2015 1

84 IHG Rewards Club Source IHG Rewards Club Source Contains all IHG Rewards Club Information and Champion tools/resources Resource/Tool Name Resource Type & Description Pathway Direct Link (where available) IHG Rewards Club Source Portal for all IHG Rewards Club information Merlin > IHG Rewards Club Source ce Guide to IHG Rewards Club Source Flip-book guide to navigate Source Merlin > Applications>IHG Rewards Club Source Champion Toolkit - Includes the following documents/guides: Job aides to guide Champion in their role Merlin>Applications>IHG Rewards Club Source>Champions Corner> Downloads>Champion Toolkit On-boarding checklist Doc (Manager) PDF checklist for manager to on-board Champion Document download & Show path: Merlin>Applications>IHG Rewards Club Source>Champions Corner>Champion Toolkit New Loyalty Champion Checklist Doc New Champion checklist to get started Document download & Show path: Merlin>Applications>IHG Rewards Club Source>Champions Corner>Champion Toolkit Roles & Responsibilities Doc Outlines Champion Role & Responsibilities Document download & Show path: Merlin>Applications>IHG Rewards Club Source>Champions Corner>Champion Toolkit Daily Checklist Daily Checklist for Champion Document download & Show path: Merlin>Applications>IHG Rewards Club Source>Champions Corner>Champion Toolkit Monthly & Quarterly Checklist Monthly & Quarterly Champion Checklist Document download & Show path: Merlin>Applications>IHG Rewards Club Source>Champions Corner>Champion Toolkit Champion's Corner Site specific for Champions to learn & share Show path: Merlin>Applications>IHG Rewards Club Source>Champion Corner Champion Profile Informational template to be completed once assigned a Champion Show path: Merlin>Applications>IHG Rewards Club Source>Champion Corner>Champion Profile Champions Talk Learning Center - includes the following: Community for Champions to post best practices, ask questions of fellow Champions Guide to IHG Rewards Club training and Champion job aids Merlin>Applications>IHG Rewards Club Source>Champion Corner>Champion Talk Merlin>Applications>IHG Rewards Club Source>Resources>Learning Center Journey to Compliance (pdf) Overview of all elearning compliance modules Merlin>Applications>IHG Rewards Club Source>Resources>Learning Center>Mandatory Training The Fundamentals Basic overview of IHG Rewards Club Merlin>Applications>IHG Rewards Club Source>Resources>Learning Center Member Check-in Experience Explains the process preparing for and welcoming IHG Rewards Club members Merlin>Applications>IHG Rewards Club Source>Resources>Learning Center LoyaltyConnect Guide Downloadable document provides guidance for completing the tasks that can be done in LoyaltyConnect Merlin>Applications>IHG Rewards Club Source>Resources>Learning Center Monthly Share & Learn - US/CA Monthly webinar with Champions Merlin>Applications>IHG Rewards Club Source>Champion Corner Bi-Monthly/Quarterly Champion Calls Champion Calls to discuss updates and news on IHG Rewards Club and their role as Champions. Merlin>Applications>IHG Rewards Club Source>Champion Corner Loyalty Champion Newsletter - US/CA Champion newsletter sent monthly and is housed on Champions Corner Merlin>Applications>IHG Rewards Club Source>Champion Corner 10/1/2015 2

85 mylearning & Performance Tracker Resource/Tool Name Resource Type & Description Pathway Direct Link (where available) mylearning - IHG Rewards mylearning - IHG Rewards Club Training Club Training Solution Solution Contains Training Modules & Journey To Compliance* - includes the Workshop Registration following: *available in various languages Performance Tracker IHG Rewards Club Reporting Tools IHG Rewards Club Compliance Assessment* LoyaltyConnect elearning* Loyalty Champion elearning* InterContinental Hotels Loyalty Champion elearning* (IC hotels only) Loyalty Champion Gold Workshop InterContinental Hotels Loyalty Champion Workshop (IC hotels only) Training portal that identifies all IHG Rewards Club training Overview of all elearning compliance modules for IHG Rewards Club (pdf) Merlin > mylearning Merlin>myLearning A knowledge check on learner's understanding of Merlin>myLearning>Course ID IHG Rewards Club and responsibilities of the Loyalty Champion Training on how to complete tasks that need to Merlin>myLearning>Course ID be done in LoyaltyConnect such as enrolling new members, LPU updates and Reward Nigh Reimbursments Explains role/responsibilities of the Loyalty Merlin>myLearning>Course ID Champion Provides training on how to deliver the Ambassador Programme guaranteed benefits. Learn and share best practices regarding the delivery of the IHG Rewards Club member experience from the perspective of both the hotel and the member. Become more familiar with all tools/resources available to the Champion Annual workshops for IC Hotel Champions to review Ambassador Programme delivery of benefits, program updates and share best practices Merlin>myLearning>Course ID Merlin>myLearning>Course ID Merlin>myLearning>TBD IHGRC%20Journey%20to%20Compliance%20- %20FINAL%20Eng.2_pptx.pdf o/guestcoursedetailurl?otid=cours &callerPage=/learning/offeringTemplat edetails.xml o/guestcoursedetailurl?otid=cours &callerPage=/learning/offeringTemplat edetails.xml o/guestcoursedetailurl?otid=cours &callerPage=/learning/offeringTemplat edetails.xml o/guestcoursedetailurl?otid=cours &callerPage=/learning/offeringTemplat edetails.xml o/guestcoursedetailurl?otid=cours &callerPage=/learning/offeringTemplat edetails.xml IHG Rewards Club Reports Overview Monthly/Quarterly Standards Reports IHG Rewards Club Performance Tracker racker Champion Dashboard Review of individual completion of all Champion IHG Rewards Club Performance Tracker engagement activities racker; Champion Action Plan Tool to establish a quarterly action plan for your IHG Rewards Club Performance Tracker hotel racker; TBD HeartBeat HeartBeat Guest Satisfaction Reports Monthly reports on guest statisfaction Merlin>Applications>HeartBeat>Medallia >Scorecard Guest Arrivals Reports IHG Guest Arrivals Reports Guest Arrivals Reports provide hotels with insight needed to create a more efficient and personalized check-in experience for guests. Merlin > IHG Reporting (application) > Guests (on main menu) > Guest Arrivals /IHG/SitePages/ReportHelpText.aspx?ReportKe y=corporatewelcometext Not available 10/1/2015 3

86 Loyalty Champion Selection Criteria Your role as the General Manager is to identify the best person on your front desk team that can inspire others to deliver an experience that results in a Great Hotel that Guests Love! Assigning this role to one of your front desk team managers has proven very effective. Our research shows that the most successful Champions are: Dedicated to Service! Takes responsibility and pride in providing members the IHG Rewards Club benefits they expect and want Serves with other team members to deliver an exceptional member experience Organized and Focused Uses time efficiently and effectively, gets things done Collaborative with the entire hotel team Flexible and inclusive to influence others and achieve IHG Rewards Club results together Outgoing o Proactively reaches out to strangers, and builds relationships with a variety of people o Shows interest and concern for others, and makes others feel special o Speaks up and takes an active part in team activities Problem Solvers Takes prompt action to serve IHG Rewards Club members and solve problems, without having to be asked Uses common sense if empowered with tools to resolve service/program issues Good Communicators Communicates in an open, direct manner and is easily understood Asks questions and actively listens to understand the concern of others Builds consensus for action Influencers Inspire and influence others through effective coaching and development opportunities Knowledgeable - Understands IHG Rewards Club Program Understands and is interested in issues relevant to the IHG Rewards Club Program and the hotel operation, always in the know. Establishes and interprets key performance indicators to manage hotel delivery of IHG Rewards Club benefits Results-driven Competes against a standard of excellence by setting high performance standards and pursuing aggressive goals Strives for constant improvements and takes responsibility for achieving monthly and quarterly IHG Rewards Club standards/targets and perseveres despite obstacles LC_selection_criteria_ _AMER

87 Loyalty Champion Role and Responsibilities Overview: The Loyalty Champion is responsible for the consistent delivery of the IHG Rewards Club Program at their hotel. The Champion s role focuses on educating and inspiring front desk teams to deliver a great hotel guests love by making all members feel recognized and valued. Areas of focus include: Ensure hotel team has a clear understanding of the IHG Rewards Club Program Lead front desk team to consistently deliver the in-hotel benefits to members every day Make certain the hotel s IHG Rewards Club standards targeted goals are met or exceeded Serve as hotel point person for IHG Rewards Club Responsibilities: IHG Rewards Club Training Instruct all relevant team members to complete IHG Rewards Club online training modules and lead any ad-hoc trainings based on team needs IHG Rewards Club Standards and Delivery Make certain all team members understand IHG Rewards Club standards Review IHG Rewards Club standards with new team members as they join hotel Ensure published, in-hotel IHG Rewards Club benefits are delivered consistently Ensure IHG Rewards Club Check-in signage is appropriately displayed Direct front desk team to greet IHG Rewards Club members in a friendly and welcoming manner; address members by name and level during check-in Inform all members of the Free Internet benefit Frequently monitor Performance Tracker to ensure hotel is taking all necessary actions to be in compliance with each measured standard Administer any incentive programs for front desk team to support IHG Rewards Club Monitor Welcome Amenity inventory, where applicable, and ensure all elite members receive this benefit upon check-in Create and execute a quarterly Loyalty Champion Action Plan for your hotel (optional) Mentoring and Support Ensure all approved IHG Rewards Club collateral is available and appropriately displayed and stocked; ensure outdated signage/materials are replaced or removed Work with hotel GM and Front Desk Supervisor to include any communications about IHG Rewards Club standards in team briefings

88 Coordinate with GM to understand basic components of LoyaltyConnect system; make sure front desk team knows how to access IHG Rewards Club member information through the tool Make sure that IHG Rewards Club is the best it can be in hotel! Areas of Knowledge: IHG Rewards Club Program Hotel functionality/front Desk operation Brand service behaviors and outline of brand training programs IHG Rewards Club Source, training resources and collateral HeartBeat Reporting/IHG Rewards Club Measurement tools such as Performance Tracker Guest Arrivals Reports LoyaltyConnect Understanding of IHG Rewards Club Service Recovery resources including use of direct point deposits and vouchers, as well as other approved tools; utilization of the IHG Rewards Club Hotel Help Desk when necessary to immediately resolve issues Enroll for Rewards Incentive Program LC-r&r_ _us_eng

89 Key information: The Merlin ID used to assign you the role of Champion in Source will be used to track all activity and training If you change your Merlin ID, your previous activities or trainings will not be tracked on the Dashboard The Dashboard is updated every 20 th of the month Icon used to mark when an activity or training was completed Consolidated Champion specifics in one box Outlines steps to get to the next Champion level List of completed workshops and elearning Champion calls will display the last 3 months or quarters (based on region) Performance Tracker Reporting link

90 Loyalty Champion Level* New Champion Club Gold Platinum 2016 Champion Level Requirements - US & Canada (Updated January 2016) Requirements ( to reach each Champion level) To meet the IHG Rewards Club Loyalty Champion Standard, your GM must assign you the role of Champion on IHG Rewards Club Source ( Source ) Complete the Champion Profile on Source Complete the following modules in mylearning: 1 - The Fundamentals elearning (Course ID: ) 2 - LoyaltyConnect elearning (Course ID: ) 3 - IHG Rewards Club Compliance Assessment (Course ID: ) 4 - Loyalty Champion elearning (Course ID: ) 5 - InterContinental Ambassador elearning - IC Champions only (Course ID: ) Complete Club Champion Requirements (as listed above) Attend Loyalty Champion Gold Workshop (Course ID: $395) o Workshop Prerequisites complete the following modules: The Fundamentals LoyaltyConnect IHG Rewards Club Compliance Assessment Loyalty Champion Complete Gold Champion Requirements (as listed above) Hotel must meet all IHG Rewards Club measured standards for past 2 quarters including: o IHG Rewards Club Training o Reward Nights o Enrollments o Member Recognition Annual Renewal Requirements Not Applicable Annual completion: The Fundamentals LoyaltyConnect Loyalty Champion IHG Rewards Club Compliance Assessment InterContinental Ambassador (IC) Annual completion: The Fundamentals LoyaltyConnect Loyalty Champion IHG Rewards Club Assessment InterContinental Ambassador (IC) Hotel continues to meet all measured standards Additional Tools and Resources to become a better engaged Champion: Review the Champion Toolkit on IHG Rewards Club Source>Champions Corner>Downloads Complete mylearning modules: 6 IHG Rewards Club Guest Arrivals Reports (Course ID: ) 7 - Member Check- in Experience (Course ID: ) Utilize Guest Arrivals Reports to engage front desk teams in optimizing member check- in experience Review monthly Champion Newsletter (sent to your address listed on your Source Champion Profile) Attend Monthly Share & Learn Champion Calls - schedule and event links listed in Champion Newsletter Complete Champion Quarterly Action Plan on Performance Tracker Visit IHG Rewards Club Source at least once per week for updates and news View fellow Champion posts and participate on Champion s Talk

91 Loyalty Champion Level* New Champion Club Gold Platinum 2016 Champion Level Requirements - Mexico, South America and Caribbean (Updated January 2016) Requirements To meet the IHG Rewards Club Loyalty Champion Standard, your GM must assign you the role of Champion on IHG Rewards Club Source ( Source ) Complete the Champion Profile on Source Complete the following modules in mylearning: 1 - The Fundamentals elearning (Course ID: ) 2 - LoyaltyConnect elearning (Course ID: ) 3 - IHG Rewards Club Compliance Assessment (Course ID: ) 4 - Loyalty Champion elearning (Course ID: ) 5 - InterContinental Ambassador elearning - IC Champions only (Course ID: ) Complete Club Champion Requirements (as listed above) Attend Loyalty Champion Gold Workshop (Course ID: $395) o Workshop Prerequisites complete the following modules: The Fundamentals LoyaltyConnect IHG Rewards Club Compliance Assessment Loyalty Champion Complete Gold Champion Requirements (as listed above) Hotel must meet all IHG Rewards Club measured standards for past 2 quarters including: o IHG Rewards Club Training o Reward Nights o Enrollments o Member Recognition Annual Renewal Requirements Not Applicable Annual completion: The Fundamentals LoyaltyConnect Loyalty Champion IHG Rewards Club Compliance Assessment InterContinental Ambassador (IC) Annual completion: The Fundamentals LoyaltyConnect Loyalty Champion IHG Rewards Club Assessment InterContinental Ambassador (IC) Hotel continues to meet all measured standards Additional Tools and Resources to become a better engaged Champion: Review the Champion Toolkit on IHG Rewards Club Source>Champions Corner>Downloads Complete mylearning elearning modules: o 6 - Guest Arrivals Reports (Course ID: ) o 7 - Member Check- in Experience (Course ID: ) Utilize Guest Arrivals Reports to engage front desk teams in optimizing member check- in experience Attend Quarterly Champion Calls Complete Champion Quarterly Action Plan on Performance Tracker Visit IHG Rewards Club Source at least once per week for updates and news View fellow Champion posts and participate on Champion s Talk *Champion levels are based on designated Champion participation not hotel participation.

92 Loyalty Champion Levels Frequently Asked Questions Updated September 30, 2015 What has changed to the Club Champion Level for 2015? How can I attend a Loyalty Champion Platinum Workshop or event? AMER Region To achieve Club Champion level, you must also complete the new LoyaltyConnect elearning module in addition to the other two elearning modules - IHG Rewards Club Compliance Assessment and the Loyalty Champion elearning. You must also complete your Champion Profile on IHG Rewards Club Source. Platinum Champions will be invited to attend a virtual workshop each year when the event is schedule. The first Platinum virtual conference and tradeshow was held in August, We will send an invitation to eligible Platinum Champions when another event is scheduled. Ensure your address is updated in your IHG Rewards Club Source Profile so you will receive the invitation. What do I have to do to maintain my Platinum Champion level? Your hotel needs to meet its four measured IHG Rewards Club standards for the previous two consecutive quarters. If a Platinum Champion s hotel fails to meet their standards, then the Champion level will be changed to Gold. Workshop Questions: Where can I register for the Loyalty Champion Workshops? Do I have to attend the Champion Gold Workshop? Why are there prerequisites for the Gold Workshop? If I attend the Champion Gold Workshop, will I be a Gold Champion? All Loyalty Champion Gold Workshops will be available for registration in mylearning. The Course ID: No, but it is strongly recommended since this workshop is designed to give you an in-depth overview of the tools and resources that will allow you to succeed in the role of Loyalty Champion and assist your hotel in delivering to our members a Great Hotel Guests Love. Your hotel will receive 1 hotel training credit for your attendance. Champions will need to attain Club level which means they should have completed their Profile on Source and completed the following elearning modules: IHG Rewards Club Assessment (Course ID: ) Champion elearning (Course ID: ) Loyalty Connect elearning (Course ID: ) Yes, if you complete all requirements for the Gold Champion level.

93 Will I receive a Loyalty Champion lapel pin if I attend the Gold and Platinum Workshops? Gold Workshop: Champions Designated in Source who attend the Loyalty Champion Gold Workshop will receive the Loyalty Champion pin at the end of the workshop. Platinum Workshop: Champions who have met their four measured standards (Reward Night, Enrollments, Member Recognition and Training) for the past two consecutive quarters will receive a Platinum Tab that attaches to the Loyalty Champion pin. The pin will be given to eligible Champions upon completion of the Platinum Champion Workshop. What if there aren t any Gold Workshops in my area/country? How can I achieve the higher Champion status? I have attended the Gold Champion Workshop in Do I have to attend it again in 2015? Gold Champion Workshops will be held in several areas throughout the USA and Canada during Consult with your manager to see if you can attend one close to your hotel. Gold Champion level can only be achieved after attending the Gold Champion Workshop. No, you do not have to attend the Gold Workshop if you attended in However, if your hotel is not meeting their Standards, then discuss with your GM if you should attend the Platinum Workshop in 2015 to help your hotel meet its IHG Rewards Club standards. Champion Dashboard Questions: Where do I find the Champion Dashboard? How is my activity tracked? The Monthly Share & Learn event shows TBD (to be determined) on my Champion Dashboard. What does this mean? How often is the Champion Dashboard updated with my status? Who do I contact if I see inaccurate or incomplete information on the Champion Dashboard? Go to Merlin >Applications>IHG Rewards Club Performance Tracker>Champion Dashboard. All Champions must be assigned a Merlin ID and provide that ID when participating in the Champion activities. Your unique Merlin ID will be used to track activity reported on the Champion Dashboard. Your Merlin ID should be the same one used to assign you the role of Loyalty Champion on IHG Rewards Club Source. If you change IHG brand hotels, make sure you keep your same Merlin ID so your activity will continue to be tracked on your Champion Dashboard. TBD means that participation in this activity has not yet been reported to our Dashboard administrator. For more information on the Share & Learn Event schedule, go to Merlin>Applications>IHG Rewards Club Source>Champions Corner>Champion Downloads> Share & Learn Events The Champion Dashboard and IHG Rewards Club Source is updated by the 21st of each month. Coming soon in 2015.a new look to the Dashboard! Contact via askihgrewardsclub@ihg.com

94 Updated 16 December 2014 Loyalty Champion Levels Frequently Asked Questions Champion Levels: New/Updated Questions (in bold) What has changed to the Club Champion Level for 2015? Mexico, Latin America, Caribbean Regions Changes effective 01 January 2015 To achieve Club Champion level, you must also complete the new LoyaltyConnect elearning module in addition to the other two elearning modules - IHG Rewards Club Compliance Assessment and the Loyalty Champion elearning. You must also complete your Champion Profile on IHG Rewards Club Source. What changes were made to the requirements to attend the Loyalty Champion Platinum Workshop? We have removed the requirement for the Champion s hotel to meet the four measured IHG Rewards Club standards (Reward Nights, Enrollment, Training & Member Recognition) for the previous two quarters. However, in order to achieve Platinum Champion level, the Champion s hotel must meet the four measured IHG Rewards Club standards for the previous two quarters. Gold Champions will be eligible to attend the Platinum Workshop provided they attended the Gold Workshop at least six months prior to attending the Platinum Workshop. Why were these changes made to the requirements to attend the Champion Platinum Workshop? Will I be a Platinum Champion when I complete the Platinum Workshop? The course content for the Platinum Workshop can benefit Gold Champions in meeting their hotel s goals and standards. Only Gold Champions whose hotels have met their four measured IHG Rewards Club standards for the previous two consecutive quarters will achieve Platinum Champion level. Each quarter, a review will be conducted of those Gold Champions who completed the Platinum Workshop but had not met the standards requirements at the time of attendance. If the Gold Champion s hotel has met its IHG Rewards Club standard requirements for the past two quarters, then the Champion will be elevated to Platinum Level. What do I have to do to maintain my Platinum Champion level? Your hotel needs to meet its four measured IHG Rewards Club standards for the previous two consecutive quarters. Each quarter, a review will be conducted of those Champions who completed the Platinum Workshop to see if their hotel met its IHG Rewards Club standards for the past two consecutive quarters. If a Platinum Champion hotel fails to meet their standards, then the Champion level will be changed to Gold.

95 Workshop Questions: Do I have to attend the Champion Platinum Workshop? Do I have to attend the Champion Gold Workshop? Where can I register for the Loyalty Champion Workshops? Why are there prerequisites for these Workshops? If I attend the Champion Gold Workshop, will I be a Gold Champion? Will I receive a Loyalty Champion lapel pin if I attend the Gold and Platinum Workshops? No, the Platinum workshop is an optional training but we strongly encourage all Gold Champions to attend a Platinum Workshop if it is offered in their region. This workshop provides useful training in Service Recovery, HeartBeat Surveys, IHG Rewards Club Performance Metrics and Managing Up to your Managers/General Managers. No, but it is strongly recommended since this workshop is designed to give you an in-depth overview of the tools and resources that will allow you to succeed in the role of Loyalty Champion and assist your hotel in delivering to our members a Great Hotel Guests Love. All Loyalty Champion Gold and Platinum Workshops will be available for registration in mylearning and schedules will be posted in the mylearning Center area of IHG Rewards Club Source. Champions will need to have a good understanding of the IHG Rewards Club Program and the role of the Loyalty Champion so they can get the most benefit from the workshop activities. Yes, if you complete all requirements for the Gold Champion level. Gold Workshop: Champions Designated in Source who attend the Loyalty Champion Gold Workshop will receive the Loyalty Champion pin at the end of the workshop. Platinum Workshop: Champions who have met their four measured standards (Reward Night, Enrollments, Member Recognition and Training) for the past two consecutive quarters will receive a Platinum Tab that attaches to the Loyalty Champion pin. The pin will be given to eligible Champions upon completion of the Platinum Champion Workshop. What if there aren t any Gold Workshops in my area/country? How can I achieve the higher Champion status? I have attended the Gold Champion Workshop in Do I have to attend it again in 2015? Gold Champion Workshops will be held in several areas throughout the region during Consult with your manager to see if you can attend one close to your hotel. Gold Champion level can only be achieved after attending the Gold Champion Workshop. No, you do not have to attend the Gold Workshop if you attended in However, if your hotel is not meeting their Standards, then discuss with your GM if you should attend the Platinum Workshop in 2015 to help your hotel meet its IHG Rewards Club standards. Champion Dashboard Questions: Where do I find the Champion Dashboard? How is my activity tracked? How often is the Champion Dashboard updated? Who do I contact if I see inaccurate or incomplete information on the Champion Dashboard? Go to Merlin >Applications>IHG Rewards Club Performance Tracker>Champion Dashboard. All Champions must be assigned a Merlin ID and provide that ID when participating in the Champion activities. Your unique Merlin ID will be used to track activity reported on the Champion Dashboard. The Champion Dashboard is updated by the 21st of each month. Coming soon in 2015.a new look to the Dashboard! Contact via askihgrewardsclub@ihg.com

96 Updates to Loyalty Champion Platinum Level & Platinum Workshop It s been just over a year since the implementation of the Loyalty Champion Level Program. Champions have embraced this program over 50% of you have met either Club or Gold Level! And we have 114 Platinum Champions in Europe and AMER regions that attended a Platinum Workshop AND met their four IHG Rewards Club Standards for the past two consecutive quarters. Congratulations to all of you who are making the IHG Rewards Club experience the best it can be at your hotel! We will now expand the Platinum Level to recognize more Champions who are driving great results at their hotel (meeting all four IHG Rewards Club Standards) yet haven t had the opportunity to attend a Platinum Workshop due to geographic location of the workshops or the inability of their hotels to pay for their attendance. To address these issues, we are making the following changes effective April 24, 2015: Platinum Level Qualification Updates: Platinum Level Qualification will no longer require completion of the Champion Platinum Workshop All Gold Champions, whose hotel has met their four IHG Rewards Club Standards (Reward Nights, Training, Enrollments and Member Recognition) for the past two consecutive quarters, will attain Platinum Level Updates to the Champion levels on Champion Dashboard and Source will occur by April 24, after the Q1 IHG Rewards Club Standards results are posted o To qualify for Platinum Level, your hotel must have met all four standards in Q4/2014 and Q1/2015 o Each quarter Champion Platinum Levels will be updated based on meeting the IHG Rewards Club Standards from the previous two quarters Champion Platinum Workshop Updates: The Champion Platinum Workshop will be reformatted and each region will conduct a virtual, interactive conference and tradeshow o Platinum and Gold Champions will be invited to attend this new and fun format that will feature guest presenters, interactive games, Q&A with the experts and more The new Platinum Champion Virtual Conference and Tradeshow will be coming to your region beginning in Q3/2015 o Additional information will be announced on Source in the coming months Visit IHG Rewards Club Source where updates will be provided and make sure your is updated in your Champion Profile For more information and answers to your most frequently asked questions (FAQs) can be found on IHG Rewards Club Source on Champions Corner.

97 Champion Platinum Level and Workshop Updates Q. What do I need to do now to achieve Champion Platinum Level? FAQs Meet requirements of Gold Champion level including completion of the Gold Champion Workshop Your hotel must meet their four IHG Rewards Club Standards (Enrolments, Member Recognition, Training and Reward Night) for the past two consecutive quarters Q. When will this change take place? Effective April 24, 2015, Champions who meet the new criteria for Platinum Level will have their status updated on Champion Dashboard and IHG Rewards Club Source Q. Will I always be a Platinum Champion? As long as your hotel continues to meet their four standards each quarter, then you will remain a Platinum Champion At the beginning of each new year, you will still be required to complete the Training Standard Compliance elearning modules Q. Will I get a Platinum Champion Pin? Yes, all qualified Platinum Champions will be mailed a Platinum tab that can be affixed to their existing Loyalty Champion Pin they received after completing the Gold Workshop The pins will be sent in mid- April to your attention at your hotel Q. Why is the Platinum Workshop discontinued? Many Champions were not in the geographic location of where the workshops were conducted and attendance was minimal We want to explore the most cost- efficient option to deliver a great learning experience for all our Gold Champions Q. When are the Platinum Champion Virtual Conference and Tradeshows scheduled and how can I register to attend? The Platinum Champion Virtual Conference and Tradeshows will be scheduled in Q3 & Q4 Eligible Champions will be sent an invitation to register and attend this event More details will be posted on Source as the dates become available

98 New Loyalty Champion - Let s Get Started Checklist! Step 1: Become familiar with IHG Rewards Club Source - it s your new best friend! Path: Merlin > Applications > IHG Rewards Club Source o Ensure your GM has assigned you the role of Loyalty Champion on IHG Rewards Club Source Path: Champions Corner>Assign Role o Complete your Champion Profile so you can access Champions Talk Path: ChampionsCorner o Become familiar with Champions Corner and Champions Talk to ask questions and find best practises o Download the Loyalty Champion Toolkit which provides a Champion on-boarding document that will walk you through all the tools and resources you need to know Path: Merlin > Applications > IHG Rewards Club Source>Resources> Learning Center o Review IHG Rewards Club Standards Reference Guide under Resources > Standards o Complete IHG Rewards Club elearning training modules on IHG Rewards Club Source Step 2: Take elearning courses on mylearning Path: Merlin > Applications >mylearning>ihg Rewards Club Training Center o Review Journey to IHG Rewards Club Compliance Guide to assist in meeting your training requirements o Mandatory courses to meet IHG Rewards Club Standards: o IHG Rewards Club Compliance Assessment (Course ID: ) o Complete Loyalty Champion elearning training module (Course ID: ) o LoyaltyConnect Training (Course ID: ) o Additional valuable courses: o The Fundamentals (Course ID: ) o Member Check-in Experience (Course ID: ) o Guest Arrivals Reports (Course ID: ) Step 3: Review Performance Tracker site for more cool tools Path: Merlin > Applications > IHG Rewards Club Performance Tracker o Print out latest Performance Tracker Monthly Report (under Reports Overview) for your hotel and review o Set up team meeting for front desk team to discuss: o Champion role/responsibilities o Overview of hotel performance standards and current status o Create an Action Plan to improve performance; solicit input from team on how to achieve goals o Identify Action Plan goals for the current quarter based on Performance Tracker report o Complete Champion Action Plan template found on Performance Tracker (optional) & share with GM o Review Champion Dashboard found on Performance Tracker site o Ensure you have completed the following Champion activities & training: Complete Champion Profile on IHG Rewards Club Source Complete Champion elearning on mylearning Complete IHG Rewards Club Compliance Assessment Complete LoyaltyConnect elearning Participate in quarterly or monthly Champion Calls based on region Monthly Share & Learn events (US/CA) Quarterly Champion Calls (MEX, LAC) o Champion Workshops are held in each region every year see scheduled dates under the Learning Center on IHG Rewards Club Source

99 New Loyalty Champion - Let s Get Started Checklist! Step 4: Review and monitor front desk signage and collateral Path: Merlin> Applications> IHG Rewards Club Source > Resources> Shop for Signage and Materials o Review current front desk check-in signage and ensure it is displayed appropriately o Review inventory for IHG Rewards Club Point of Sale materials such as enrollment forms, key card wallets/jackets, Welcome Amenity (where applicable) o Place order if necessary Step 5: Ensure members receive their benefits from the front desk team o Ensure front desk team understands procedures applicable at your hotel to grant members free standard internet during their stay o Remind team members of process to grant free internet to members who are not staying at your hotel o Work with front desk team to ensure IHG Rewards Club members are greeted by name and status at check-in o Coordinate with hotel leaders to provide IHG Rewards Club updates in team briefing/training o Assist team members with key functions of LoyaltyConnect to obtain member information o Based on your regional standards, ensure IHG Rewards Club Gold, Platinum and Spire Elite members are offered a Welcome Amenity upon check-in New_Champion_checklist_ _amer

100 Loyalty Champion Daily Checklist ü Pull Arrivals List from hotel PMS and Guest Arrivals Reports from IHG Reporting: (may delegate to Front Desk Team Member) o Review list for Gold, Platinum and Spire Elite IHG Rewards Club Members o Process upgraded room for Platinum and Spire Elite members (note in reservation so they are told about upgrade) o Assign room for Gold member o Prepare key card wallet/jacket and registration folio/cards for Gold, Platinum and Spire Elite members. Remember to include directions for free internet access. o Place key card wallet in the location where IHG Rewards Club member arrivals are organized o Based upon region s standards, ensure a sufficient amount of Welcome Amenity items are available for Gold, Platinum and Spire Elite members o Check in LoyaltyConnect for IHG Rewards Club numbers of any guest without a IHG Rewards Club number in reservation (only add IHG Rewards Club number to reservation if you are sure it is the correct member, verify address, etc.) o Review list for non- IHG Rewards Club members to identify target goal for new member enrollments ü Inspire a Great Member Check- in Experience: o Ensure IHG Rewards Club Welcome signage is displayed appropriately and IHG Rewards Club materials are stocked at front desk o Communicate to Front Desk team the target goal for enrollments for the day; remind team of importance to enroll guests booked via an online travel agency (OTA rates) Communicate to guests the value of booking directly with IHG for future stays Secure address of all newly enrolled members o Reinforce with team to always acknowledge IHG Rewards Club members status and thank them for their loyalty upon check- in and check- out o Ensure all Platinum members are aware of the assignment of an upgraded room and why the room is special If you are unable to upgrade, make sure you fully explain why to member o Based on regional standards, reinforce importance of Welcome Amenity to be offered to Gold, Platinum and Spire Elite members upon check- in o Inform all IHG Rewards Club members of their free internet benefit and how to access this benefit o Communicate importance of obtaining addresses for all new and existing members ü Reinforce Guest Check- Out: o Address guest by name and, if they are a IHG Rewards Club member, thank them for being a Club, Gold, Platinum or Spire Elite member (reinforces member recognition) o Ensure IHG Rewards Club number is attached to reservation o For non- IHG Rewards Club members, offer to enroll guest in IHG Rewards Club Program o Ensure all Loyalty Pending Updates (LPUs) are processed in LoyaltyConnect ü Additional Daily Tasks: o Monitor Champions Corner for IHG Rewards Club updates and review Champions Talk for best practices/answers to questions o Provide IHG Rewards Club updates in daily/weekly team briefings

101 Monthly Checklist ü Log into Performance Tracker (after the 20 th of each month) and review previous month s performance o Review Performance on IHG Rewards Club Standards o Review progress of Action Plan ü Meet with your General Manager as well as Front Desk team to review your hotel s performance on the IHG Rewards Club Standards and progress on your quarterly goal ü Post updates and progress on Action Plan on Heart Of House IHG Rewards Club area or back of house bulletin board ü Review inventory for IHG Rewards Club Point of Sale materials such as enrollment forms, key card wallets/jackets, free internet codes, Welcome A menity (where applicable) and place order for materials if necessary Path: Merlin> Applications> IHG Rewards Club Source > Resources> Shop for Signage and Materials Quarterly Checklist ü Log into Performance Tracker (after the 20 th of the month) and view/print the current quarter s report o Review Performance on IHG Rewards Club Standards o Review progress on Action Plan ü Meet with your General Manager and Front Desk team to review your hotel s performance on the IHG Rewards Club Standards and progress on your quarterly goal ü Finalize your actions on last month s quarterly action plan ü Work with your General Manager and Front Office team to write new Action Plan for the upcoming quarter ü Attend regional monthly or quarterly Champion Call where applicable o Review the call recording before the end of the quarter if unable to attend live event o Share the information from the IHG Rewards Club Champion call with the rest of your team ü Conduct a monthly/quarterly front desk team meeting (if necessary) Champion_daily_monthly_qrtly_checklists_ _updates_us

102 Getting your New Front Desk Team Members On-board! Step 1: Ensure all new front desk team members have their own access to various systems required to do their job Assign a Merlin ID to all front desk team members so they can access critical tools and resources found on Merlin, including IHG Rewards Club Source, mylearning and LoyaltyConnect All front desk team members should be assigned an Enrolling ID in LoyaltyConnect so they can enroll new members into the IHG Rewards Club Program The Enroll for Rewards Incentive Program allows front desk teams to earn IHG Rewards Club points for enrolling new members o Direct team members to enroll in IHG Rewards Club so they can have these points distributed to their IHG Rewards Club membership account o This is their own account where they can redeem points for merchandise and Reward Nights Step 2: Have all team members complete IHG Rewards Club elearning training modules on mylearning. The Journey to Compliance Guide is available to walk them through each of the steps they should take to complete the following modules: Path: Merlin > mylearning > IHG Rewards Club Training Solution The Fundamentals Member Check-in Experience IHG Rewards Club Compliance Assessment LoyaltyConnect Training Ambassador elearning (InterContinental Hotels only) Step 3: Show team members how to access IHG Rewards Club Source (Source) Path: Merlin > Applications > IHG Rewards Club Source Review the various resources/tools in Source that will be helpful for the front desk team to know including, Resources, Standards Reference Guide and Training Learning Center o Path: Resources > Standards to see quick breakdown of each standard o Path: Resources > Downloads > Reference Guide for any time they need to look up a process or answer o Path: Resources > Learning Center to view videos and Learner Aids o Path: Resources > News to stay on top of the latest Loyalty News

103 Step 4: Walk new team members through the arrival preparation for IHG Rewards Club members Show team how to pull Arrivals List from hotel PMS as well as introduce them to the Guest Arrivals Reports in IHG Reporting and prepare for guest arrivals: o Review list for Gold, Platinum and Spire Elite IHG Rewards Club Members o Process upgraded room for Platinum and Spire Elite members (note in reservation so they are told about upgrade) o Assign room for Gold member o Prepare key card wallet/jacket and registration cards for Gold, Platinum and Spire Elite members. Remember to add free standard internet access directions or code to the key card wallet o Place key card wallet in the location where IHG Rewards Club arrivals are organized o Based upon region s standards, prepare Welcome Amenity items that are available for Gold, Platinum and Spire Elite members o Check in LoyaltyConnect for IHG Rewards Club numbers of any guest without a IHG Rewards Club number in reservation (only add IHG Rewards Club number to reservation if you are sure it is the correct member, verify address, etc.) o Review list for non-ihg Rewards Club members to identify how many opportunities you have to enroll new members and set a realistic new enrollment goal for the front desk team to achieve each day Step 5: Inspire a Great Guest Check-in Experience: Enrollments: Communicate to Front Desk team the target goal for enrollments for the day; remind team of importance to enroll guests booked on OTA rates and communicate to guests the value of booking directly with IHG for future stays Recognition: Remind your team that it is not just about completing the steps but doing it in a way that is memorable Reinforce with team to always greet members by name and acknowledge their IHG Rewards Club member status Remind team to always thank members for their loyalty upon check-in and check-out Ensure all Platinum and Spire Elite members are aware of the assignment of an upgraded room and why the room is special, outlining features such as away from the elevators, garden view, higher floor, etc. If you are unable to upgrade, make sure you fully explain why to member Based on regional standards, reinforce importance of Welcome Amenity to be offered to Gold, Platinum and Spire Elite members upon check-in o Make it clear to the member that they get a choice and be sure to record their choice in your Welcome Amenity checklist o Explain the importance of using automatic point deposit for members choosing points as their Welcome Amenity o Ensure all points are deposited with 24-hours of check-in Inform all IHG Rewards Club members of their free standard internet benefit and how to access this benefit

104 Step 6: Reinforce Guest Check-Out: Address guest by name and, if they are a IHG Rewards Club member, thank them for being a Club, Gold, Platinum or Spire Elite member (reinforces Member Recognition) Ensure IHG Rewards Club number is attached to reservation For non-ihg Rewards Club members, offer to enroll guest in IHG Rewards Club Program Communicate importance of obtaining addresses for all new members and existing members Ensure all Loyalty Pending Updates (LPUs) are processed in LoyaltyConnect Front desk onboarding _us-eng