Journey to Compliance Guide

Transcription

1 Journey to Compliance Guide Updated: April 2016

2 Welcome! This Journey to Compliance Guide will serve as your guided tour through all of the e- learning modules and resources that are available to help you and your hotel achieve compliance. The IHG Rewards Club program training was designed to accommodate learners who are new to the program as well as those who have past experience with the program and may not need extensive re- training to pass the assessment. For those who are new to the program, review the resources that are outlined in this document and complete all available e- learning modules before attempmng the compliance assessment. For experienced learners, the resources outlined here are available to you as a valuable refresher. In this document, you will find instructions and details about: 2016 Training Standard Requirement 1 IHG Rewards Club The Fundamentals 2 LoyaltyConnect elearning 3 IHG Rewards Club Compliance Assessment 4 - Loyalty Champion 5 - InterConJnental Ambassador elearning (InterConJnental Hotels & Resorts only) 6 IHG Guest Arrivals Reports 7 IHG Rewards Club Source 2

3 2016 IHG Rewards Club Training Standard Requirements Crowne Plaza, Holiday Inn, Hotel Indigo, Hualuxe, EVEN Hotel At least four (4) hotel employees, which should include the General Manager and the Loyalty Champion, should complete the: IHG Rewards Club training must be completed annually as specified by IHG. Note for 2016, there are four (4) mandatory elearning modules for all brands except for InterConJnental which must complete five (5) modules (includes Ambassador elearning.) To remain compliant with the 2016 Training Standard, all hotels must comply with the training and cermficamon standard as follows: Holiday Inn Express, Staybridge Suites, Candlewood Suite, IHG Army At least three (3) hotel employees, which should include the General Manager and the Loyalty Champion, should complete the: InterContinental Hotels & Resorts At least four (4) hotel employees, which should include the General Manager and the Loyalty Champion, should complete the: 1 IHG Rewards Club - The Fundamentals 2 LoyaltyConnect module (English only) 3 IHG Rewards Club Compliance Assessment module with 100% test score. And, the General Manager and the Loyalty Champion should also complete the: 4 Loyalty Champion module 1 IHG Rewards Club - The Fundamentals 2 LoyaltyConnect module (English only) 3 IHG Rewards Club Compliance Assessment module with 100% test score. And, the General Manager and the Loyalty Champion should also complete the: 4 Loyalty Champion module 1 IHG Rewards Club - The Fundamentals 2 LoyaltyConnect module (English only) 3 IHG Rewards Club Compliance Assessment module with 100% test score. And, the General Manager and the Loyalty Champion should also complete the: 4 Loyalty Champion module 5 Ambassador module All other guest facing colleagues should also complete the refreshed IHG Rewards Club training modules and review the resources outlined in this document. 3

4 1 IHG Rewards Club The Fundamentals IHG Rewards Club The Fundamentals is an e- learning module that provides an overview of the basic features and benefits of the IHG Rewards Club program. This module will help you successfully complete your IHG Rewards Club Compliance Assessment. Who should do it? General Manager, Loyalty Champion, front desk staff, other guest- facing colleagues, Sales team How long will it take to complete? 25 minutes > To access The Fundamentals e- learning, go to: Merlin > ApplicaMons > mylearning > Search for 1- The Fundamentals In Web- based training or click HERE. *Be sure to select the correct language, then select Register and Launch Or Merlin > ApplicaMons > IHG Rewards Club Source > Learning Center To prepare for the compliance assessment, answer these quesjons as you go through the e- learning: 1. What are the features and benefits of the IHG Rewards Club program? 2. What is a qualified enrollment? 3. What is a qualified rate? 4

5 2 LoyaltyConnect elearning LoyaltyConnect is a web- based loyalty applicamon that is used by any member at the hotel who checks in IHG Rewards Club guests, needs to access a member profile, or process IHG Rewards Club stay adjustments and Reward Nights. Through this module, you will learn how to manage member profiles, process LPUs, request payment for Reward Night stays and many others. Who should do it? General Manager, Loyalty Champion, Front Desk, other guest facing colleagues, Revenue Manager, ReservaMons Manager How long will it take to complete? 20 minutes This module is available in English only To access the LoyaltyConnect elearning go to: Merlin > Applications > mylearning > Search for 2 - LoyaltyConnect In Web- based training or click HERE then select Register and Launch This module is supplemented by eguides that are located in Merlin > IniMatives > LoyaltyConnect To prepare for the compliance assessment, answer these quesjons as you go through the e- learning: 1. What are the basic features of LoyaltyConnect? 2. What administrative tasks can be performed in LoyaltyConnect? 3.. What is LPU? 5

6 3 IHG Rewards Club Compliance Assessment The IHG Rewards Club Compliance Assessment is a 20- quesmon, scenario- based assessment that requires you to think crimcally about: the value of the IHG Rewards Club program the features and benefits of the program program standards the Loyalty Champion role the member check- in experience where to find resources that will help you sustain the program at your hotel Who should do it? General Manager, Loyalty Champion, front desk staff, other guest- facing colleagues, Sales team How long will it take to complete? 30 minutes To access the Compliance Assessment go to: Merlin > ApplicaMons > mylearning > Search for 3- IHG Rewards Club Compliance Assessment In Web- based training or click HERE. *Be sure to select the correct language, then select Register and Launch The assessment must be passed with a score of 100% You can re- take the assessment as many times as necessary in order to pass. 6

7 4 Loyalty Champion elearning The Loyalty Champion e- Learning module explains the responsibilimes of a Loyalty Champion, including why the role is so important, tools and resources, acmon planning, and working together with the General Manager. Who should do it? The Loyalty Champion e- learning module is required for the General Manager and the Loyalty Champion. How long will it take to complete? 15 minutes > To access the Loyalty Champion e- learning, go to: Merlin > Applications > mylearning > Search for 4- Loyalty Champion In Web- based training or click HERE. *Be sure to select the correct language, then select Register and Launch To prepare for the compliance assessment, answer these quesjons as you go through the e- learning: 1. Why does your hotel need a Loyalty Champion? 2. What are the responsibilimes of a Loyalty Champion? 3. What is Performance Tracker? 7

8 5 - InterContinental Ambassador elearning (InterCon)nental Hotels & Resorts only) The Ambassador e- Learning module explains the benefits and features of InterConMnental Ambassador program. This also covers everything necessary to help you feel confident about the selling the InterConMnental Ambassador program. Who should do it? Required for the General Manager and the Loyalty Champions at InterConJnental Hotels and Resorts properjes. Recommended for front desk staff, and other guest- facing colleagues How long will it take to complete? 20 minutes To access the Loyalty Champion e- learning, go to: Merlin > Applications > mylearning > Search for 5- InterConMnental Ambassador In Web- based training or click HERE. *Be sure to select the correct language, then select Register and Launch Answer these quesjons as you go through the e- learning: 1. Why is InterConMnental Ambassador valuable to our Guests? 2. Why is InterConMnental Ambassador valuable to your hotel? 3. What are the best ways to sell InterConMnental Ambassador in your hotel? 8

9 6 IHG Guest Arrivals Reports IHG Guest Arrivals Reports are designed to give you the insights you need to properly plan for arrivals and help you deliver recognimon, personalizamon and an opmmal stay for your guests. The new reports will not replace your current PMS Arrivals Reports. There are three main reports: 1. Arrivals Summary Report - Primary report used in arrivals planning process 2. Special Request & Customer Care Arrivals Report - IdenMfy all guests (member and non- member) who have reservamon special requests or customer care issues 3. IHG Rewards Club Arrivals Detail Report - View informamon about IHG Rewards Club members that can be used to personalize their guest experience, view addimonal recommended guest acmons, and Heartbeat survey comments and problems Who should complete the training? General Manager, Loyalty Champion, and front desk staff members What do I need to do? Go to Merlin > IniJaJves > Guest Arrivals Reports Click here to access the resources and training 9

10 7 IHG Rewards Club Source IHG Rewards Club Source is a website that contains most of the tools and resources you need to execute the IHG Rewards Club program at your hotel. If you have a quesmon about IHG Rewards Club, chances are you ll find the answer in IHG Rewards Club Source! To access the website, go to: Merlin > ApplicaMons > IHG Rewards Club Source or click HERE. Who should access the website? General Manager, Loyalty Champion, and front desk staff members What do I need to do? Review all of the secmons of the Source website Download the IHG Rewards Reference Guide and review the informamon that it provides To prepare for the Compliance Assessment, answer these quesjons: What do I see in the My Hotel secmon? What does the informamon in this secmon tell me? What do I see in the Resources secmon? What is Champions Corner? What are the IHG Rewards Club program standards? What are Loyalty Pending Updates? Why are they important? Where do I need to go to process Reward Night reimbursements? What other administramve funcmons are explained in the IHG Rewards Club Reference Guide? 10

11 CongratulaMons! Now you have all the informamon you need to pass the IHG Rewards Club Compliance Assessment and to be compliant with 2016 IHG Rewards Club Training Standard! You also know where to find valuable informamon about the IHG Rewards Club program. Good luck, and thanks for all you do to create Great Hotels Guests Love! 11