IHG® Rewards Club Performance Tracker User Guide - Hotel ...

1 IHG Rewards Club Performance Tracker User Guide - Hotel VersionPrivate & Confidential2 March 2020 Performance Tracker User Guide Table of ContentsTopicPageIntroduction3 - 5 IHGR ewards Club Performance Tracker Dashboard and Navigation6 - 8 Hotel Standards9 - 20 Loyalty Champion - Tools21 - 29 Loyalty Champion Action Plans30 - 37 Exception Requests38 - 412 Private & Confidential2 March 2020 IHG Rewards Club Performance Tracker IntroductionOverviewIHG Rewards Club Performance Tracker is an online tool which allows hotels to: Monitor IHG Rewards Club Performance results Compare Performance against key standards Request or view exceptions to key standards Review all pending exception requests related to key standards Review Loyalty Champion engagement Create and manage Loyalty Champion Quarterly Action Plans to improve and exceed Performance View Guest Arrivals Reports and Stay Preferences ReportsWhy is IHG Rewards Club Performance Tracker important?

2 Performance Tracker is one of the essential tools that provides hotels with key information regarding their Performance as itrelates to key IHG Rewards Club standards. By meeting IHG Rewards Club Standards, hotels are ensuring satisfaction for IHG s most March 2020 Private & Confidential3 How to locate Performance Tracker on MerlinStep 1: Log on to MerlinStep 2: Enter Performance Tracker in the search area and clickStep 3: Under Search Results, click Performance Tracker for Hotels IHG Rewards Club 2 March 2020 Private & Confidential4 How to locate Performance Tracker for Hotels on MerlinStep 4: Click Access report if you already have this Application or click Add to My Applications to add to your personal favorites 5: You will be automatically logged into your Hotel s Performance Tracker home March 2020 Private & Confidential5 Performance Tracker Dashboard and Navigation2 March 2020 Private & Confidential6 Performance Tracker DashboardWelcome to IHG Rewards Club Performance Tracker Dashboard2 March 2020 Private & Confidential7 Performance Tracker Main Navigation2 March 2020 Private & ConfidentialProvides a summary of your Hotel (s) performanceView Champion Dashboard and Action PlansManage Exception Requests1231238 Standards Reports Hotel Standards OverviewThis shows your Hotel s monthly and quarterly Performance against the key IHG Rewards Club standards.

3 Data is organized and displayed using one page per standard for easy navigation and Reports Multiple Quarterly Reports Loyalty Champion details Enrollments Hotel Training Member Recognition Welcome Amenity Guest Arrivals Reports Stay Preferences Your Hotel Detail 2 March 2020 Private & Confidential10 The quarterly reports feature provides the ability to select multiple quarters. Once generated, you can view, save and print the data provided includes the following standards: Standards Reports Loyalty ChampionUse the link to update Champion(s) information. This link will take you to Source. Once logged in to Source, follow the process to update Champion(s) March 2020 Private & Confidential11 Champion information is accurate based on date displayed. Details of your Hotel s Loyalty Champion(s)is displayed on this Reports Monthly EnrollmentThe Enrollments Standard chart shows the total number of qualified enrollments achieved for the month and quarter and measured against the quarterly standard target.

4 Note: There may be regional Winning Metric enrollment targets that apply for your Hotel . Check with your regional operations team for more March 2020 Private & Confidential12 Standards Reports Hotel TrainingThe Hotel Training Standard must be completed each year by March training helps support Making Loyalty a Way of Life at your Hotel . The report displays training modules that are required to be completed by your Hotel s employees and your Hotel s progress towards completion. All hotels are required to complete Loyalty at IHG: Course Materials and Videoprior to completing The Essentials of Loyalty Compliance Trainingeach year InterContinental Hotels and Resorts are also required to complete the InterContinental Ambassador Training Kimpton Hotels and Restaurants are also required to complete Kimpton Inner Circle Delivering Loyalty at Kimpton Training The link below the results will display the list of Hotel employees who have completed the training2 March 2020 Private & Confidential13 Standards Reports Member RecognitionThe Member Recognition results show the number of respondents to the HeartBeat (# responses) of responses are the number of IHG Rewards ClubMembers that responded to the HeartBeat Survey question: Were you greeted as an IHG Rewards Club[tier/membership level] member at check-in?

5 In addition to the quarterly requirement, this screen displays how the Hotel is tracking:2 March 2020 Private & Confidential14 The (Score) is calculated by dividing the total number of Yes responses by the total number of must maintain a three month cumulative score of 75% or higher in response to the HeartBeat questions regarding whether or not the guest was recognized as an IHG Rewards Club member and their status at check-in. This section shows IHG Rewards Club and Ambassador combined responses to HeartBeat questions: Were you greeted as an Ambassador member at check-in? Were you greeted as an IHG Reward Club In addition to the quarterly requirement, this screen displays how the Hotel is tracking: 2 March 202015 Private & ConfidentialStandards Reports Member Recognition (InterContinental Ambassador)For InterContinental Hotels, Member Recognition results show the number of respondents to the HeartBeat survey questions for both IHG Rewards Club members as well as Ambassador (# responses) are the number of AmbassadorMembers that responded to the HeartBeat Survey question: Were you greeted as an Ambassador member at check in?

6 The (Score) is calculated by dividing the total number of Yes responses by the total number of Reports Welcome AmenityThe (# responses) are the number of eligible IHG Rewards Club Members that responded to the HeartBeat survey question: As an IHG Rewards Club member, were you offered a Welcome Amenity at check-in? The (Score) is calculated by dividing the total number of Yes responses by the total number of addition to the quarterly requirement, this screen displays how the Hotel is tracking: 2 March 2020 Private & Confidential16At InterContinental Hotels & Resorts, Ambassador and Royal Ambassador members will be asked the same question and the calculation is the same. Based on your regional and brand standards, IHG Rewards Club Gold, Platinum and Spire Elite members must be offered a choice of Welcome Amenity upon Reports Guest Arrivals ReportsGuest Arrivals Reports (GAR) enable you to offer more personalized service to members and average, hotels with daily use of the Guest Arrivals Reports show a lift in Loyalty Recognition, Enrollments and Guest Love, as well as Problem Handling.

7 As an IHG Rewards Club Standard, hotels are required to use the Guest Arrivals Reports daily as part of your arrivals planning addition to the quarterly requirement, this screen displays how the Hotel is tracking: 2 March 2020 Private & Confidential17 Standards Reports Stay PreferencesMembershave the ability to request Stay Preferences, high floor, away from elevator, etc. They are asked two questions in HeartBeat as follows: Did the Hotel staff at check-in acknowledge your stay preference(s)? Were your stay preferences fulfilled to your satisfaction? Hotels must achieve an individual score of 80% or higher for both the Acknowledged and Fulfilled questions. In addition to the quarterly requirement, this screen displays how the Hotel is tracking: 2 March 2020 Private & Confidential18 Standards Reports Ambassador Room UpgradeAt InterContinental Hotels & Resorts, Ambassador members are guaranteed a room upgrade one published category (Ambassador) higher than room purchased, or two published categories (Royal Ambassador) higher than room (# responses) are the number of eligible Ambassador Members that responded to the HeartBeat survey question: Did you receive the following benefit: Room Upgrade?

8 The (Score) is calculated by dividing the total number of Yes responses by the total number of March 2020 Private & Confidential19 Standards Reports Hotel DetailsThe Your Hotel Detail page contains a summary of your Hotel s loyalty related figures. A snapshot of: Hotel Contribution Hotel Revenue Enrollments* Email Capture ActivityThe data includes: Current Month Same Month Last Year Year to Date Year to Date (prior year)*Enrollment Efficiency is not measured in all regions2 March 2020 Private & Confidential20 Loyalty Champion Tools2 March 2020 Private & Confidential21 Loyalty Champion DashboardThe Loyalty Champion Dashboard allows Champions to review their Club, Gold or Platinum level of engagement with training and activities that help them develop in their March 2020 Private & Confidential22 Loyalty Champion Dashboard - OverviewThis Dashboard report includes sub-categories for easier navigation into Champion engagement activitiesHotelinformation in one specific areaIdentifies when a Champion profile is successfully completedThis section will remain blank until Champion completes activities2 March 2020 Private & Confidential12312323 Loyalty Champion Dashboard Recommended ActionsAs Champions grow and become successful at their current level.

9 We provide them with the Recommended Actionsnecessary for them to progress to the next Loyalty Champion level (Club, Gold or Platinum).2 March 2020 Private & Confidential24 Loyalty Champion Dashboard Source AccessChampions are required to access the IHG Rewards Club Source site every 30 days in order tomaintain their Champion Club screen tracks the last date each Champion accessed March 2020 Private & Confidential25 Loyalty Champion Dashboard eLearningThis Dashboard provides the current status of your Hotel s designated Champion s eLearning icon identifies when an eLearning course is successfully March 2020 Private & Confidential26 Incomplete coursesremain Champion Dashboard New Champion OnboardingThe New Champion Onboarding Dashboard reflects the status of newly assigned Champion s course completion. NOTE: Only Champions assigned on/after January 1, 2017 are requiredto complete the New Loyalty Champion Onboarding course.

10 However, we recommend allChampions complete this course. This icon identifies when a training course is successfully completed; incomplete courses remain blank2 March 2020 Private & Confidential27 Loyalty Champion Dashboard Champion WorkshopsIt is recommended that Loyalty Champions attend Loyalty Champion Workshops. The Workshops Dashboard reflects thestatus of the Champion s attendance. This icon identifies when the Champion has successfully completed a workshop; incomplete courses remain blank2 March 2020 Private & Confidential28 Loyalty Champion Dashboard Champion CallsLoyalty Champions must attend regional Champion calls or playback the recording of the session within the month of the call. These calls help Champions succeed in their Dashboard shows the status of your Champion s call on your region, call frequency can vary monthly, bi-monthly, quarterly. Always provide your Merlin ID and Hotel inncode when participating in these calls so your attendance can be reflected on theChampion Calls March 2020 Private & Confidential29 Loyalty Champion Action Plans2 March 2020 Private & Confidential30 Loyalty Champion Action Plan: Create New Action Item Click either of the Create New Action Item to develop your plan You will only have one action plan per quarter Each Action Plan can have up to 4 action items You will be presented with your Hotel s Champion(s) information as well as Holidex/InnCode, brand, region and action plan period2 March 2020 Private & Confidential31 Creating a quarterly action plan helps hotels meet and exceed their Performance is also one of the Champion Program requirements to reach Champion Club level.