223141345 h gp associate operations manual

associate operations manual

FundamentalsThis section is relevant to all Associates, and will teach you everything you need to know about Hyatt Gold Passport.

Hyatt Gold Passport: How it Works Information on the importance of Hyatt Gold Passport, our members, the earning structure, the eligibility guidelines, and our incentive programs

Policies & ProceduresThis section is organized by job type, putting all the information you need to implement Hyatt Gold Passport into your day-to-day work in one place.

Front desk, Gallery Hosts, Hosts Information to help best serve registered members when they stay at our hotels

Hotel management Information to keep things running smoothly behind the scenes

Hotel Finance Information to help crunch the numbers

outlet management Information to help best serve our non-registered members when they visit our hotels, restaurants and spas

Hotel sales teams Information to help promote and expand Hyatt Gold Passport

reFerence

Glossary

at a Glance

resources & contacts

extended Policies & Procedures

Forms & sample documents

Quiz answers

in this Guide

this PdF is interactiveUse the navigation at the top of each page to go directly to the chapters or sections with the information you need. Icons and in-text links will direct you to additional resources, both in the manual and externally.

The Hyatt Gold Passport Associate Operations Manual is your guide to the ins and outs of Hyatt Gold Passport the loyalty driver for Hyatt hotels.

This guide is divided into three main sections: Fundamentals, which outlines general information about Hyatt Gold Passport; Policies & Procedures, which encompasses role-specific responsibilities; and References, which serves as a repository for additional information and documents. This structure will allow you to easily learn about Hyatt Gold Passport, and then effectively implement that knowledge to best serve our members and operate our hotels.

start HoW to use tHis Guide i

hyatt gold passport

how it works

hyatt gold passport

how it worksThis section will provide you with fundamental information about Hyatt Gold Passport (HGP). If you are a new Associate, this section will provide you with the foundational Hyatt Gold Passport information you need to successfully serve and recognize our members. If you are a seasoned Associate, this section will serve as a reference for general, structural questions, as well as your resource for learning about Hyatt Gold Passport enhancements.

refer to this section any time you need information about:

about HGP

our members

earning structure

Point redemption

special offers

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2

3

4

5

Hyatt Gold Passport is meant to foster personal relationships and inspire guests to develop emotional connections with Hyatt, inspiring brand preference and creating true guest loyalty.

Hyatt Gold Passport launched in 1987 and has been fundamental in building long-term relationships with Hyatts most valuable individual travelers. Hyatt Gold Passport drives loyalty by offering best-in-class benefits, personalized recognition, exclusive promotions and rewards.

For every eligible dollar spent at a Hyatt hotel, members receive five Hyatt Gold Passport points. These points can be redeemed in a variety of ways including:

Free Nights and Room Upgrades

Dining and Spa treatments at participating restaurants and spas

Payment toward incidentals during a Hyatt stay

Conversion of points to miles with Travel Partners

Car Rental Awards

Hyatt Gold Passport members can earn and redeem Free Nights and dining and spa experiences at over 500 locations worldwide including: Park Hyatt, Andaz, Grand Hyatt, Hyatt, Hyatt Regency, Hyatt Place, HYATT house Hyatt Zilara, Hyatt Ziva and Hyatt Residence Club resorts.

1 aBout HYatt Gold PassPort the Value of a Hyatt Gold Passport member

stayed at a Hyatt hotel in the last year.

Platinum and Diamond members represent Hyatts most active and loyal guests. These two membership tiers combined represent 10.7% of the overall active membership base, but account for 29.7% of the total Hyatt Gold Passport revenue.

16.5 million

2.9 million

memBers WorldWide

1 million new members each year.

Hyatt Gold Passport members account for 35% of all Hyatt room nights.

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29.7%of revenue

incentive ProgramsHyatt Gold Passport offers an incentive program that encourages you to enroll new Hyatt Gold Passport members by offering a reward for your hard work.

associate reWards ProGram

The Associate Rewards program rewards individual Associates for every new member they enroll in Hyatt Gold Passport. You can enroll guests in this program at any time and can redeem your Associate Rewards Points quarterly.

You will receive one Associate Rewards point for every activated enrollment you complete

For every 20 activations, 20 rewards points will appear in your rewards bank

These points are equivalent to $1 USD and redeemable for a variety of rewards

Top items include the iPad mini, kitchen appliances, electronics, laptops, recreational equipment and designer jewelry

Associates receive one Associate Rewards point for every activated enrollment they complete.

associate rewards ProgramHyatt Gold Passports incentive program for our Associates based on the activated enrollments per Associate.

Pro tip A member must spend one eligible dollar to activate an enrollment.

Hyatt Gold Passport members are Hyatts most loyal guests.

This section details the different types of Hyatt Gold Passport membership. The majority of memberships are structured into three distinct membership levels: entry-level membership, Platinum and Diamond. There is a small percentage of members that receive one of three specialty and unpublished memberships: Lifetime Diamond, Diamond Premier and Courtesy Card, whose admission is more exclusive. For Hyatt Associates who wish to become Hyatt Gold Passport members, there are also specific rules.

2 our memBers Hyatt Gold Passport membership

memBersHiPEntry-level

Platinum5 eligible stays or 15 eligible nights per year

Hyatt Credit Card cardmembers

diamond25 eligible stays or 50 eligible nights per year

associate memBersHiP

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sPecialtY tiers

liFetime diamond10 years and 1 million base points

diamond PremierThird-party Hyatt hotel owners

courtesY cardInvitation onlyeligible night

An eligible night is when a guest pays an Eligible Rate for a single night at a Hyatt hotel.

eligible stayAn eligible stay is when a guest pays an Eligible Rate for the length of their stay at a Hyatt hotel. A stay can be a variable length of time, and is considered the length of time a guest spends at a Hyatt hotel between check-in and checkout.

membership BasicsHyatt Gold Passport membership is complimentary and available to all individuals. Enrollment is easy and can be completed at any Hyatt hotel worldwide, at , or through a Every member receives a unique Hyatt Gold Passport membership number. Membership allows members to earn points and take advantage of the special benefits that come with being a valued Hyatt Gold Passport member.

Hyatt Gold Passport is organized into membership tiers based on the level of member activity. Members achieve tier status by accumulating the required number of eligible stays or eligible nights at Hyatt hotels throughout a calendar year.

24-montH account actiVitY reQuirementTo encourage active participation in Hyatt Gold Passport, all members must record activity within a 24-month period to keep their account open. If activity is not recorded, a mem-bers account will be closed and all Hyatt Gold Passport points will be forfeited.

tHe FolloWinG actiVities Will keeP a memBers account oPen:

Receiving Hyatt Gold Passport points

Receiving credits with a travel partner or M life Tier Credits for a stay at a Hyatt hotel

Redeeming Hyatt Gold Passport points

Transferring a Free Night Award

Converting Hyatt Gold Passport points to miles in a Travel Partner program

Purchasing or combining Hyatt Gold Passport points

Valid Hyatt Credit Card in the members name

A member must record activity within a 24-month period to keep their account open.

.

Hotel BeneFitsMembers receive special benefits and services while staying at Hyatt hotels.

Hyatt Web Check-In

Members can check in online hours before their usual check-in time or before traveling

Available starting at 5 a.m. local hotel time on day of arrival

Available at hotels in North America only; not valid at Hyatt Place or HYATT house hotels

Complimentary morning newspaper delivery

Delivery days and type of newspaper vary based on location and at which Hyatt brand a member is staying

For more information on the newspaper a guest should be receiving see Additional Membership Benefits in the Reference section

memBersHiP BeneFitsThere are specific benefits associated with Hyatt Gold Passport membership.

Free Night Awards for standard rooms with no capacity controls or blackout dates

Special Hyatt Gold Passport customer service line:

U.S. and Canada: 1-800-30-HYATT

Outside of the U.S. and Canada: 1-402-592-6433 or the nearest Hyatt Global Contact Center

Membership profile that includes a record of a Hyatt Gold Passport members travel preferences, like room type, bed type or communication preferences. All members can complete their member-ship profile on

24/7 account access at

Ability to convert Hyatt Gold Passport points to miles for travel with over 25 travel partners

Special offers throughout the year from Hyatt Gold Passport and our travel part-ners

Award options

Point combining

Point purchasing

Award transfer

membership

reQuirementsThere are no specific requirements for becoming a member. Excluding a few exceptions, all members begin as entry-level members. Membership is free.

2.2m600

average active members annually 70 % of total HGP revenue accounted for by Hyatt Gold Passport membersUSD approximately generated by each member annually 3.6 average eligible nights per year$

Hotel BeneFitsPlatinum members receive additional special benefits and services while staying at Hyatt hotels. Platinum members receive all introductory membership in-hotel benefits, plus:

Expanded newspaper services

For more information on the newspa-per a guest should be receiving see Additional Membership Benefits in the Reference section.

2 P.M. late checkout

Upon request at Hyatt Place and HYATT house hotels

Subject to availability at Hyatt resorts and casinos worldwide

Not valid at Hyatt Residence Club resorts

Bed type guarantee

For the bed type confirmed at the time of reservation

A preferred room within the category booked

Includes rooms on high floors, better views, etc.

Not valid at Hyatt Place, HYATT house or Hyatt Residence Club

Complimentary standard in-room Internet access

Dedicated check-in area

Not valid at Hyatt Place, HYATT house, Park Hyatt, Andaz, Hyatt Zilara, Hyatt Ziva or Hyatt Residence Club resorts

Platinum membershipPlatinum members have been upgraded from entry-level membership and are some of Hyatts most active and loyal guests.

memBersHiP BeneFitsPlatinum members receive all membership benefits, plus:

15% point bonus when members select to receive Hyatt Gold Passport points

Points are automatically generated upon checkout

72-hour guaranteed availability

Not valid at Hyatt resorts worldwide

Private reservation and account informa-tion number when calling from within the U.S. or Canada: 1-800-492-8891.

When outside of the U.S. or Canada, members may contact their nearest Hyatt Global Contact Center

reQuirementsTo qualify as a Platinum member, members must complete five eligible stays, or 15 eligible nights, during a calendar year.

230k average active members annually 20 % of total HGP revenue accounted for by Platinum members

17 average eligible nights per year4.4k USD approximately generated by each member annually$

Hotel BeneFitsDiamond members receive additional benefits and services while staying at Hyatt hotels. Diamond members receive all introductory membership in-hotel benefits, plus:

Expanded newspaper services

For more information on the newspa-per a guest should be receiving see the Additional Membership Benefits in the Reference section.

4 p.m. late checkout

Upon request at Hyatt Place and HYATT house hotels

Subject to availability at Hyatt Resorts and casinos worldwide

Not valid at Hyatt Residence Club

Nightly turndown

Not valid at Hyatt Place or HYATT house

Bed type guarantee

For the bed type confirmed at the time of reservation

Complimentary standard in-room Internet access

Welcome amenity on every stay

Amenity dependent on location and brand, for more information about welcome amenities, see Additional Membership Benefits in the Reference section.

Hotels with Regency/Grand Club: com-plimentary upgrade to Regency/Grand Club room, or best available guest room on award and paid stays

Excludes suites

Based on availability at check-in

Dont have club rooms available? For more information, see Additional Membership Benefits in the Reference section.

Hotels without Regency/Grand Club: complimentary upgrade to best available room and full breakfast for each regis-tered guest (maximum four)

Excludes suites

Dedicated check-in area

Not valid at Hyatt Ziva, Hyatt Zilara, Hyatt Place or HYATT house

37k12.5k

memBersHiP BeneFitsDiamond members receive all membership benefits, plus:

30% point bonus when members select to receive Hyatt Gold Passport points

Points are automatically generated upon checkout


Not valid at Hyatt resorts and Hyatt Residence Club resorts worldwide

Four Suite Upgrade awards

Not valid at Hyatt Place, HYATT house or Hyatt Residence Club

Private reservation and account informa-tion number when calling from within the U.S. or Canada: 1-800-400-2261.

When outside of the U.S. or Canada, members may contact their nearest Hyatt Global Contact Center

diamond membershipDiamond members have been upgraded from the Platinum tier and are elite Hyatt Gold Passport members. Diamond members are Hyatts most loyal guests.

reQuirementsTo qualify as a Diamond member, members must complete 25 eligible stays or 50 eligible nights during a calendar year.

average active members annually 10 % of total HGP revenue accounted for by Diamond Members

USD approximately generated by each member annually40 average eligible nights per year $

specialty membershipsSpecialty memberships fall outside of the published Hyatt Gold Passport membership tier structure. Membership in these tiers is exclusive, tier criteria is unique to each membership and not publicly communicated.

lifetime diamondLifetime Diamond is an unpublished status and is achieved after 10 years of Hyatt Gold Passport membership and 1 million base points earned.

Lifetime Diamond members no longer need to achieve the stay or night requirement to maintain their Diamond status. These members enjoy all of the benefits and services of Diamond membership. Lifetime Diamond members should receive additional recognition during their stay, but do not receive any additional benefits or services.

diamond PremierDiamond Premier is an unpublished membership and is provided to third-party Hyatt hotel owners.

Diamond Premier members receive the standard Diamond benefits, plus additional bene-fits specific to their Diamond Premier status.

additional BeneFits The standard Diamond stay/night

requirement is waived for Diamond Premier members

A dedicated reservation and assistance line within Americas Global Contact Center

Access to a discounted rate equal to the Associate rate

Based on availability at time of reservation

Eligible to earn Hyatt Gold Passport points

Rate Plan HSOWNR

Hyatt courtesy cardHyatt Courtesy Card is an unpublished specialty membership.

Courtesy Card membership is extended exclusively by invitation only. Members are typi-cally owners, key business influencers, and our most loyal Hyatt Gold Passport members. Courtesy Cardmembers enjoy all Diamond member benefits, plus additional benefits specific to Courtesy Card holders.

additional BeneFits Exclusive Courtesy Card reservation

number within the U.S. or Canada: 1-800-228-3366


Stay bonus of 1,000 HGP points

Status gifting

May award Diamond membership to one friend or colleague annually

Allow for Surprise & Delight of family and friends through the Courtesy Card concierge desk

Hotel BeneFits Upgrade to suite or best available room

on every stay

Greeting by hotel management and escort to guest room

Expedited check-in and checkout

Exclusive VIP welcome amenity upon arrival, complete with personal note from General Manager

lifetime diamond account activityLifetime Diamond memberships are not impacted by

the 24-month account activity requirement.

associate Participation in Hyatt Gold PassportAssociates may only participate in Hyatt Gold Passport if they apply for and are issued the Hyatt Credit Card.

After Hyatt Credit Card issuance, Associates earn all benefits of being a Hyatt Credit Card cardmember. To earn Hyatt Gold Passport points and receive benefits, the Associate must be on personal travel and pay an Eligible Rate.

Any Associate traveling on a Hyatt Associate rate will not earn Hyatt Gold Passport benefits.

tHis includes:

Associate Comp (HYCM)

Associate Leisure Rate (EMPL)

Associate Friends/Family Rate (EMFP)

Associate Business Rates (EMBR)

Hyatt credit card Benefitsi

There are many benefits to being a Hyatt Credit Card cardmember. To learn more about the benefits and how to apply, see Hyatt credit card at a Glance

registered GuestA guest who has made a room reservation at the hotel and has checked in.

non-registered GuestA guest who is visiting the hotel for a non-stay purpose, such as visiting a spa or dining outlet.

earning Points

Hyatt Gold Passport is run on a point system where members earn five Hyatt Gold Passport points per eligible U.S. dollar, for which the member personally pays.

Members are awarded Hyatt Gold Passport points for all eligible charges. As a general rule, charges for services owned and managed by the hotel qualify as eligible charges. There are two ways for members to earn points: as registered guests and as non-registered guests.

non-reGistered GuestsHyatt Gold Passport members are able to earn points for eligible non-stay spend at participating outlets

Purchase eligibility Payment eligibility special circumstances

reGistered GuestsHyatt Gold Passport members can earn points as a registered guest when staying at a Hyatt hotel and paying an eligible rate.

rate eligibility eligible rates ineligible rates incidental charges extended stay Group travel Quality assurance & relocation Bonus

tHe HYatt credit cardThe Hyatt Credit Card offers another way for Hyatt Gold Passport members to earn additional points and awards.

Hyatt credit card

earninG oPtionsHyatt Gold Passport offers members the flexibility of choosing one of three frequent traveler benefits for each Hyatt stay: Hyatt Gold Passport points, miles or points with a partic-ipating Travel Partner program, or M life Tier Credits.

Hyatt Gold Passport Points travel Partner miles m life tier credits

3 tHe earninG structure i

registered Guest

rate eligibilityHyatt Gold Passport publishes Eligible and Ineligible Rate definitions within our program terms and conditions ( ). It is the legal obligation of Hyatt Gold Passport to provide these definitions to our hotels and members. Hyatt Data Services is responsible for establishing rate eligibility indicators in line with these terms and conditions.

Hotels are not allowed to stray from the program terms and conditions, and Hyatt Data Services will enforce eligibility guidelines. Hotels are responsible for running quarterly rate eligibility audits and contacting Data Services with potential discrepancies. Each hotel is accountable for ensuring that rates are established with proper eligibility indicators.

eligible rateAny hotel-published room rate, including, but not limited to rates found on hyatt.com, the Hyatt Daily Rate, Volume Account Rates, Group/Convention Rates, AAA and Senior Citizen rates. For the full Terms and Conditions definition, see the Glossary.

ineligible rateAny rate available through third-party channels, qualified rates that are not available to the general public or rates not available through Hyatt channels. For the full Terms and Conditions definition, see the Glossary.

Hotels are not allowed to stray from the program

terms and conditions, and Hyatt Data Services will

enforce eligibility guidelines.

registered Guest

eligible ratesAn Eligible Rate shall be defined as any hotel published room rate, including, but not limited to rates found on hyatt.com, the Hyatt Daily Rate, Volume Account Rates, Group/Convention Rates, AAA and Senior Citizen rates.

Eligible Rates may include (but are not limited to) any rate that is available to the general public and/or through Hyatt booking channels.

examPles include:

Hyatt Daily Rate (RACK Market)

Published Packages (PKGS Market)

Promotion Rates (RACK Market)

Convention / Group Rates (CONV Market)

Discount Rates (i.e., Senior Citizen, AAA, AARP, Government, AMXNET, ASAE, etc.)

Preferred Rates

Volume Account Rates/Negotiated Rates (VOLM Market)

Consortia Guaranteed (GTDRTE)

Diamond & Platinum Guaranteed Availability (GUAR)

Day Rate (DRTE)

Points + Cash Awards

When Data Services is building rates within the following RESERVE Markets, the rate will default to eligible. It is the hotels responsibility to contact their Data Services Representative in the event they wish to change the eligibility indicator. Upon receipt of request, the Data Services Representative will assign the proper eligibility indicator according to the Program Terms and Conditions.

eligible rate codes

market code description status

CONV1 CONVENTIONS/GROUPS Eligibility Status

DISC2 DISCOUNT RATES Default Eligible

HVCL HYATT VAC CLUB Default Eligible

PKGS NON-QUALIFIED PACKAGES Default Eligible

RACK RACK RATES Default Eligible

STES SUITE REQUESTS Default Eligible

VOLM VOLUME DISCOUNTS Default Eligible

HOTL HOTEL MARKET Default Eligible

SPEC QUALIFIED RATES Default Eligible

HYAT HYATT PROGRAMSIndividual Rate Plan Review Required

make sure Guests Get credit All charges must appear on the folio to be

eligible for Hyatt Gold Passport points.

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1 Contracted Rates built within the CONV Market with a Market Segmentation Code or CREW, AC, CONT or CRM will be assigned an ineligible earning indicator.

2 The Discount Market contains Eligible (i.e., Senior Citizen, AAA, AARP, Government, AMXNET, ASAE, etc.) and Ineligible Rates (i.e., TADS, TIRT, ALDS, FAMPLN, EMPL, EMPLX, EMBR, EMFF, EMFP, etc.). Data Services has properly configured rates within the DISC Market according to the program terms and conditions.

registered Guest

ineligible ratesIneligible Rates are qualified discounted rates. For the full Terms and Conditions definition, see the Glossary.

Ineligible Rates may include third-party rates or qualified rates that are not available to the general public or available through Hyatt booking channels.

examPles include:

Traditional Wholesale

GOGO Worldwide Vacations, Pleasant Holidays, etc.

Third Party Internet Rates

Priceline, Expedia, Travelocity, etc.

Travel Industry Rates

TADS

Hyatt Gold Passport Free Night Awards

GPRM, PROGP, ANZGP, GP001, etc.

Contracted Rates

Airline Crew

Tour Rates

Family Plan

FAMPLN, ALDS

Associate Rates

Associate Comp, Associate Leisure, Associate Business, Friends and Family Rates

Airline Associate Discount

Airline Awards

Airline Interrupted-Trip Vouchers

Hyatt Awards

Hyatt Night Certificates

Allotments

As a general rule, rates built within the following markets will be indicated as an Ineligible Rate.

ineligible rate codes

market code description

AWRD AWARD REDEMPTION

CONT CONTRACT MARKET

GOLD1 GOLD PASSPORT

WHLA ALLOTTED WHLS

WHLS TOUR OPERATORS

1 Hyatt Gold Passport Regency Club and Suite Upgrade Awards are Eligible Rates. These rates require a mem-ber to book a premium rate and use points for the upgrade. Points + Cash Awards are also Eligible Rates.

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eliGiBle incidental cHarGes

Food and beverage

All food and non-alcoholic beverages including in-room dining, Hyatt Place Grab-n-Go and HYATT house Guest Market (state law prohibits Hyatt Gold Passport from awarding points on alcoholic beverages)

Laundry and dry cleaning

Telephone charges

Parking charges

If owned and/or operated by Hyatt

Business services


Recreational services


ineliGiBle incidental cHarGes

In-room movies

All taxes

Banquet charges

Meeting or function room charges

Airline interruption vouchers (distressed passengers)

Gift shop or rental shop purchases

When shops are not owned or managed by Hyatt

Rental on privately owned accommodations

Services provided by outside contractors

e.g. independent audio-visual service, parking, recreational services

Grocery service

Valid only at HYATT house

Casino chargesincidental chargeAny charge to a members room outside of the cost of the room itself.

registered Guest

incidental chargesRegistered guests can earn Hyatt Gold Passport points on eligible incidental charges billed to their room. As a general rule, any service provided by or managed by Hyatt will be eligible for Hyatt Gold Passport points, while any service provided by an outside vendor will not be eligible to earn Hyatt Gold Passport points.

According to local laws and jurisdictions, hotels outside of the U.S. may allow

alcohol to be an eligible purchase.

registered Guest

extended stay Some of our members who stay at Hyatt hotels for an extended period of time may want to receive their Hyatt Gold Passport points mid-stay.

To award Hyatt Gold Passport points and tier/stay credit mid-stay the hotel must:

Check the member out

Create a new stay record assigning the same room number

Check the member back in

By checking out the guest, the stay record will be extracted from the hotels PMS and the proper points and stay credit will be automatically generated and awarded to the members account. When the remainder of the members stay record is checked out (with the same room number), Hyatt Gold Passport will recognize the back-to-back stay, ensuring double points and/or stay credit is not awarded to the member.

new stay recordPlease keep in mind that when creating a new stay record for the guest, the room number must be the same to ensure that Hyatt Gold Passport points will not be awarded twice.

Hotels must be aware that by agreeing to this policy and allowing members to earn points mid-stay, the following may be affected:

Average length of stay reporting

Residential tax polices

Each hotel must become familiarized with the hotels local Residential Tax Policy. The Residential Tax policy may allow an extended stay guest who is checked into a hotel for a specified period of time, (for example 30 days) to be exempt from oc-cupancy taxes. It is important to be aware of this policy, as you should not check-out your extended stay guest until the residential tax exemption goes into effect.

Possible implications of awarding Points mid-stay

extended stay example

rogerRoger is a Hyatt Gold Passport Platinum member. He is staying at your hotel for a total of 146 nights. He may be checked out after the minimum length of stay ac-cording to when the local residential tax law is achieved. This ensures he receives the appropriate tax allowance and point issuance mid-stay.

rachelRachel is a Hyatt Gold Passport Diamond member only staying at your hotel for a total of 45 nights. The hotel may make the decision not to award points mid-stay due to the fact that the remainder of her stay would not qualify for local residen-tial tax laws.

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registered Guest

Group travelHyatt Gold Passport has developed rules that make it easier for members to earn points when they are traveling as part of a larger group.

eliGiBle GrouP cHarGes

Hyatt Gold Passport will award Hyatt Gold Passport points in the following circumstances:

Multiple Rooms

A Hyatt Gold Passport member may earn points for up to three rooms. A member must occupy one of the rooms, pay an Eligible Rate for all three rooms, and personally pay for all three rooms. The member will only receive credit toward tier status and tier benefits for one room.

Shared Accommodations

Hyatt Gold Passport members sharing accommodations may earn points on the portion of the bill for which they personally pay if a divided bill is requested at check-in.

City Ledger/Direct Bill Statement

Charges for which the member personally pays, or which are directly billed back to the members company or organization for payment (and are not settled to a Master Account), are eligible for Hyatt Gold Passport points.

ineliGiBle GrouP cHarGes

There are circumstances that prevent Hyatt Gold Passport from awarding points for group travel:

Master Account Settlement

When attending a meeting or convention, all charges made by members that are placed to a group master account (to be paid by an organization, convention, association or group) will not be eligible for Hyatt Gold Passport points.

direct Bill configurationDirect Bill is configured as a City Ledger within PMS.

Charges remain on the guests room number/folio and are exported to Hyatt Gold Passport for point and tier

credit issuance.

master account configurationMaster Account is configured as a Posting Master

within PMS. Charges are transferred from the members room number/folio resulting in zero room revenue

exported to Hyatt Gold Passport.

registered Guest

Quality assurance & relocation Bonus Hotels may issue Hyatt Gold Passport bonus points for customer service recovery and relocation through the Hyatt Quality Assurance & Relocation Bonus authorization form (QAR). This process is cost efficient for hotels as well as provides a more consistent form of compensation recovery.

The Hyatt Quality Assurance & Relocation Bonus authorization form serves two purposes:

Streamlines the guest compensation process for customer service recovery

Decreases cost to hotel for customer service compensation

Guest Relocation

Service Recoveryworking order issues, guest room cleanliness concerns, gener-al service complaints, etc. Examples include but are not limited to:

Delayed check-In

Group noise disturbances

Unclean guest room/linens

Late airport transfer

Lost/misplaced package

reasons to issue Qar Bonus Pointsi

issuing Qar Bonus PointsThe number of bonus points issued is different for full service and Hyatt Place and HYATT house hotels. For Quality Assurance & Relocation Bonus Point Charts see issuing Points for a Quality assurance & relocation Bonus.

non-registered Guest

Purchase eligibility Non-registered guests will only receive Hyatt Gold Passport points for eligible purchases made at participating Hyatt outlets. Members will still receive five points for every eligible U.S. dollar spent. For eligible purchases made outside of the United States, points are awarded based on local currency converted to U.S. dollars, using the previous days exchange rates.

eliGiBle PurcHases*

Beverages (non-alcoholic)

Food

Golf/golf retail

Hyatt gift card

Parking (day rate, self, valet)

Retail

Health clubday pass

Spaday pass

Spa retail

Spa services

Tennis (merchandise, services)

Tobacco

ineliGiBle PurcHases

Alcohol (beer, wine, liquor)

Audio Visual (charges, revenue, services)

Business center

Coat check

Delivery charges

Exhibit charge

Equipment rental

Flowers

Franchise merchandise or package

Gratuities

In-room dining

Health club memberships (annual/monthly)

Internet service

Labor fees

Merchandise revenue

Miscellaneous (banquet, income)

Phone service

Room rental

Service charges

Shipping

Spa memberships (annual/monthly)

Tax (all)

Transportation charge

* Service must be owned and/or managed by Hyatt to be eligible for Hyatt Gold Passport points.




Payment eligibility Non-registered guests must pay with an eligible payment method in order to earn Hyatt Gold Passport points for their non-stay eligible spend.

eliGiBle PaYment metHods

Cash

Check

Credit card

Debit card

ineliGiBle PaYment metHods

Dining/spa award

Direct bill

Hotel-specific gift card/certificate

House account

Hyatt gift card

Hyatt gift cheque

Master account

Room charge

non-stayWhen a Hyatt Gold Passport member has

eligible spend in one of the outlets, including but not limited to Spa and Restaurants, but is

not a registered guest of the hotel.


special circumstancesHyatt Gold Passport has developed rules for issuing Hyatt Gold Passport points to non-registered guests in the following special circumstances:

multiPle PaYees

One Bill

A bill may be settled with more than one payment method, but only one Hyatt Gold Passport member may earn points per bill.

Multiple Bills

If more than one member wants to earn Hyatt Gold Passport points, a separate bill must be distributed to each member.

discounts

Discounted purchases associated with hotel-specific offers (including 20% off dinner) are eligible for Hyatt Gold Passport points.

Pro-Rated Discounts

Hyatt Gold Passport points will only be awarded for the eligible pro-rated amount.

Flat Discounts

Hyatt Gold Passport points will only be awarded for the adjusted eligible revenue after a flat discount is taken.

retroactiVe reQuests

If a member doesnt provide their Hyatt Gold Passport account number at the time eligible purchases are incurred, the member must contact the hotel outlet directly and provide a receipt as proof of transaction.

club at the HyattClub at the Hyatt programs are not combinable with Hyatt Gold Passport. Members must choose to either participate in Club at the Hyatt, or to earn Hyatt Gold Passport points.

retroactive credit requestThe Serving our Non-Registered Guests section contains the information you need to process a retroactive credit request

acknoWledGment

Whenever a guest pays with a Hyatt Credit Card, Hyatt Associates should specially acknowledge a guests status as a Hyatt Credit Card cardmember and thank them for their loyalty to Hyatt.

BeneFits

Valid Hyatt Credit Card cardmembers enjoy:

Two Free Nights at Hyatt hotels worldwide after Cardmember spends $1,000 on the card in the first 3 months after account opening (for first time Hyatt Credit Cardmembers).

Receive elite Hyatt Gold Passport Platinum membership, inclusive of Platinum tier benefits

No foreign transaction fees on international purchases

Chip-Enabled Hyatt Credit Card for added convenience and security

One additional free night every year on the Cardmembers anniversary at any Category 1-4 property

Cardmembers earn points toward Free Nights faster than ever by combining Hyatt Gold Passport points earned on the card and HGP points earned at Hyatt hotels.

Cardmembers earn:

Three bonus points for every $1 USD spent at any Hyatt hotel with the Hyatt Credit Card (eligible and ineligible)

In addition to standard program earning of five points per eligible dollar spent at Hyatt

Two bonus points for every $1 USD spent at restaurants, on airline tickets purchased directly from airlines, and at car rental agencies

One bonus point on every $1 USD spent on the Hyatt credit card anywhere else

Hotel responsibilityHotels are not financially responsible for Hyatt Gold Passport bonus points earned through the credit card.

applying for the Hyatt credit cardYou or any interested guest can apply for a Hyatt credit card at

the Hyatt credit cardHyatt has a co-branded VISA Credit Card issued by Chase, which offers another simple way for Hyatt Gold Passport members to engage with Hyatt. Cardmembers receive additional benefits that are tightly integrated into Hyatt Gold Passport and provide them with exclusive promotions, like invites to special events. Please note that the Hyatt Credit Card is only open to U.S. residents.

earning optionsHyatt Gold Passport offers members the flexibility of choosing one of three frequent traveler benefits for each Hyatt stay: Hyatt Gold Passport points, miles/points with a participating Travel Partner program, or M life Tier Credits.

Hyatt Gold Passport has relationships with numerous Travel Partners, such as air, rail and car rental programs, allowing members to earn travel partner miles or points when they stay at a Hyatt hotel. Hyatt Gold Passport also has a relationship with M life, the loyalty program of MGM Resorts, allowing guests to receive M life Tier Credits for a Hyatt stay. Additionally, guests can earn Hyatt Gold Passport points when transacting with some of these Travel Partners.

Guests must be Hyatt Gold Passport members in order to earn with a Travel Partner program for their stay at a Hyatt hotel.

double earning is Prohibited Members must choose either Hyatt Gold Passport points, Travel Partner miles or points or M life Tier Credits for their stay.

Ways to earn

selectinG HGP Points Hyatt Gold Passport members will receive five points for every eligible dollar spent at Hyatt hotels. Earning will default to Hyatt Gold Passport points unless a member indicates otherwise.

selectinG m liFe tier credits

Hyatt Gold Passport members can choose to earn eight M life Tier Cred-its per eligible dollar charged to their room while staying at a Hyatt.

selectinG traVel Partner miles or Points Hyatt Gold Passport members can choose to earn miles or points with participating Travel Partners for their stay at a Hyatt hotel.

earninG HGP Points WitH traVel Partners Members can earn Hyatt Gold Pass-port points when spending eligible dollars with certain travel partners.

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earning options

selecting Hyatt Gold Passport Points Hyatt Gold Passport members who choose to receive points for their stay will earn five points for every eligible U.S. dollar charged to their room. For hotels outside of the United States, points will be awarded based on local currency converted to U.S. dollars.

to receiVe HYatt Gold PassPort Points For a staY:

Member must provide their Hyatt Gold Passport membership number

Member must be a registered guest staying at the hotel

Name on the Hyatt Gold Passport membership account must exactly match the name on the reservation for the guest to receive points

i.e. The name on the reservation states Henry Smith, but the name on the membership account is Richard Smith. The reservation must be changed to Richard to match the name on the membership account

Members Hyatt Gold Passport membership number must be entered on the guests stay record

When a member has chosen to receive Hyatt Gold Passport points for their stay, the points are automatically generated by the system upon checkout.

HGP Bonus Points Remind Platinum and Diamond members that

they receive a point bonus when selecting Hyatt Gold Passport points for their stay. Platinum members receive a 15% bonus and Diamond

members receive a 30% bonus!

When a member has chosen to receive

Hyatt Gold Passport points for their stay,

the points are automatically generated

by the system upon checkout.

selecting travel Partner miles or Points Guests must be Hyatt Gold Passport members in order to receive miles or points in a Travel Partner program for their stay at a Hyatt hotel. Hyatt Gold Passport has partnered with numerous travel partners, including air, rail and car rental programs, allowing members to qualify for Travel Partner miles or points when they stay at a Hyatt hotel.

Guests choosing miles will earn 500 miles per stay with their chosen Travel Partner when they pay an Eligible Rate. The use of the term miles is a generic term that refers to all Travel Partner currency. Earning will vary by airline. For exact earning amounts, please visit

.

to receiVe traVel Partner miles or Points For a staY:

Guest must be a Hyatt Gold Passport member and provide both travel partner and Hyatt Gold Passport membership numbers

If guest is not a member of Hyatt Gold Passport, the guest must be enrolled.

Guest must pay an Eligible Rate

Name on travel partner membership card must exactly match the name on the reservation

Participating travel Partners Hyatt has partnered with over 25 different travel organizations. For a complete list of Travel Partners, please visit

earning options

WHen cHoosinG miles or Points:

Travel with a travel partner during a stay is not required to receive miles

Miles will only be awarded with one Travel Partner program per stay, regardless of the number of nights or rooms for which the guest personally pays

Member will still earn credit toward Hyatt Gold Passport tier status

Double earning is not allowed

For instructions on how to process Travel Partner miles, see the Issuing Travel Partner Points procedures.

earning options

selecting m life tier credits Hyatt Gold Passport partners with M life, the loyalty program of MGM Resorts, allowing guests to receive M life Tier Credits for a Hyatt stay.

Guests who are members of the M life rewards program are able to request M life Tier Credits for a Hyatt stay. Guests will receive eight M life Tier Credits per eligible dollar charged to the members room.

to receiVe m liFe tier credits For a staY:

Guest must be a member of both Hyatt Gold Passport and the M life loyalty program

If guest is not a member of Hyatt Gold Passport, the guest can be enrolled at time of check-in

Guest must provide valid Hyatt Gold Passport and M life membership numbers in order to earn Tier Credits

Guest must pay an Eligible Rate

Not valid at Grand Hyatt Macau or Hyatt Residence Club properties

WHen cHoosinG m liFe tier credits:

M life Tier Credits will only be awarded on the members room, regardless of the number of rooms for which the guest personally pays

Double earning is not allowed

Member will still earn credit toward Hyatt Gold Passport tier status

For instructions on how to process M life Tier Credits, see the Issuing Travel Partner Points procedures.

earning options

earning Hyatt Gold Passport Points with travel Partners Members can also earn Hyatt Gold Passport points when utilizing eligible travel partners.

car Partners

Hyatt Gold Passport members can earn 300 Hyatt Gold Passport bonus points when renting a car from Avis.

To receive Hyatt Gold Passport bonus points for an Avis car rental:

Member must provide their Hyatt Gold Passport membership number to the car rental reservation agent at time of reservation or at the car rental counter

A Hyatt stay is not required to receive Hyatt Gold Passport bonus points for a car rental

m liFe resorts

Hyatt Gold Passport members can earn and redeem Hyatt Gold Passport points at participating M life Resorts, including Bellagio, MGM Grand and Mandalay Bay. All eligible nights and stays at participating M life Resorts will count toward Hyatt Gold Passport tier status. To receive Hyatt Gold Passport points for M life Resorts, the guest must be a member of both Hyatt Gold Passport and M life and provide their membership numbers at check-in.

A Hyatt stay is not required to receive

Hyatt Gold Passport bonus points

for a car rental.

Participating m life resorts A complete listing of participating M life

resorts can be found on

Members may earn both Hyatt Gold Passport points and M life Tier Credits

when staying at participating M life Resorts.

Free night awards Members can redeem points for Free Nights in standard, suite and Club rooms.

standard room club and suite

4 Point redemPtion awards

Hyatt Gold Passport members may redeem their Hyatt Gold Passport points for a variety of exciting awards.

Hyatt Gold Passport members may choose to redeem their points as registered guests and non-registered guests. Registered guests may redeem their points for eligible incidental charges, as well as for free or discounted nights and room upgrades. Non-registered guests may use their points toward dining and spa experiences at participating Hyatt food and beverage and spa outlets.

incidental charges Members can redeem Hyatt Gold Passport points for a dollar amount to be put towards any incidental charges.

room upgrades Members can redeem Hyatt Gold Passport points for upgrades to Club and suite rooms.

dining and spa outlets Members can redeem their points for eligible purchases at participating Hyatt food and beverage and spa outlets.

Points + cash awards Members can combine a fixed amount of points and a paid rate to receive a discounted night.

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incidental chargesHyatt Gold Passport members have the ability to instantly redeem Hyatt Gold Passport points for eligible incidental charges (non-room revenue) posted to the room, upon check out.

redemPtion reQuirements

Redemption may only take place at the time of checkout

A maximum of one award may be redeemed per stay

Points are deducted according to the Hyatt Gold Passport award chart values

Members will not receive a refund for any unused portion of the award

In the event a member redeems an award for a portion of Eligible Redemption Charges, the remaining eligible incidental charges become ineligible for earning Hyatt Gold Passport points.

dining, spa and more award chart

Points Value (usd)

2,000 $10

5,000 $25

10,000 $50

12,000 $75

15,000 $100

20,000 $150

32,000 $250

60,000 $500

120,000 $1,000

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The Dining, Spa and More Award Chart will reflect local currency outside of the U.S.

exampleIf a guest with a $60 bill uses 5,000 points (i.e., $25 of the bill), the remaining $35 of the bill will be ineligible for earning Hyatt Gold Passport points.

Free night awards

standard roomHyatt Gold Passport members may redeem their points for a Free Night Award. The point values required to earn a free night in a standard room at the seven different hotel categories are illustrated in the table to the right.


No blackout dates or inventory controls

Reservations must be made in advance via Hyatt.com or by contacting a Global Contact Center (GCC)

Free Night Awards available based on RACK/Standard room availability

Awards do not apply toward incidental expenses or service charges

Hotel minimum length of stay (MLOS) requirements apply

Credit card guarantee required

Hotel cancellation and no-show policies apply

i.e., one night room and tax

Points are returned to members account

standard room redemption charts

standard room at Full service and HP/Hh Hotels Worldwide

standard room at all inclusive resorts

Free night Hotel category

Points required Per room, Per night (standard room)

1 5,000

2 8,000

3 12,000

4 15,000

5 20,000

6 25,000

7 30,000

Hotel namePoints required Per room, Per night Single or Double Occupancy only additional Points

per Personstandard room suite room

Hyatt Zilara Cancun 25,000 40,000 12,500

Hyatt Ziva Los Cabos 20,000 32,000 10,000

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Members must call 800-228-3360 or their nearest Global Contact Center to book award stays at Hyatt Zilara and Hyatt Ziva.

Hotel categories Find out what category your hotel falls into for award redemption by visiting

Free night awards

club and suiteThe accompanying chart outlines the number of points that are required to earn a Free Night Award for Club and Suite room nights at the seven different hotel categories.


Inventory managed at hotel level

Reservations must be made in advance via gp.com or by contacting a Global Contact Center (GCC)

Suite Free Night Awards:

Valid for standard suites (defined as each participating propertys introductory suite category), and two-bedroom accommodations at HYATT house

Three night minimum length of stay required




i.e., one-night room and tax


club and suite award night redemption chart

Free night Hotel category

Points required Per room, Per night (regency club/Grand club)

Points required Per room, Per night (suite)

1 7,000 8,000

2 12,000 13,000

3 17,000 20,000

4 21,000 24,000

5 27,000 32,000

6 33,000 40,000

7 39,000 48,000

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room upgradesThe chart on this page shows the number of points required to upgrade a paid stay to a Club room or suite. Required points are on a per-night basis.


Inventory managed at hotel level

Reservations must be made in advance by contacting a Global Contact Center (GCC)

Suite Upgrade Awards:

Valid for standard suites defined as each participating properties introductory suite category, and two bedroom accommodations at HYATT house






club and suite upgrade redemption chart

award type Point requirement Per night

Regency Club/Grand Club Upgrade 3,000

Suite Upgrade 6,000

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Points + cash awardsPoints + Cash Awards allow members to redeem their points for a standard room using a combination of a paid rate (cash) and Hyatt Gold Passport points. Point and paid rate requirements are fixed for each Hyatt Gold Passport award category (Category 1-7). Hotels will receive the rate revenue associated with the award, in addition to the Hyatt Gold Passport compensation for the points redeemed.


Reservations must be made in advance by contacting a Global Contact Center (GCC)






Points + cash award redemption charti

award category

Point requirement

Paid rate requirement (usd)

HGP compensation Value (usd)

1 2,500 $50 $20

2 4,000 $55 $35

3 6,000 $75 $50

4 7,500 $100 $60

5 10,000 $125 $80

6 12,500 $150 $100

7 15,000 $300 $120

The award chart is published in U.S. Currency; however, rates will be converted to a hotels local/selling currency within RESERVE (if applicable). Hyatt Gold Passport will evaluate currency conversion rates and make adjustments as needed.

diamond suite upgrade Diamond members may redeem their Diamond Suite Upgrade Award in conjunction with Points + Cash awards.

reserVeHyatts Central Reservation System for all hotels worldwide.

dining and spa outletsHyatt Gold Passport members may redeem their points as non-registered guests for any eligible purchase at participating Hyatt food and beverage or spa outlets.

eliGiBle PurcHases include

Beverages (non-alcoholic)

Food

Golf/golf retail

Hyatt gift card

Parking (day rate, self, valet)

Retail

Health clubday pass

Spaday pass

Spa retail

Spa services

Tennis (merchandise, services)

Tobacco

dining, spa and more award chartiHyatt Gold Passport points will be converted to the dollar values listed below.

Points Value (usd)

2,000 $10

5,000 $25

10,000 $50

12,000 $75

15,000 $100

20,000 $150

32,000 $250

60,000 $500

120,000 $1,000



my elite rateHyatt hotels worldwide will offer a 20% savings off the Hyatt Daily Rate to Hyatt Gold Passport Platinum, Diamond, Lifetime Diamond, Diamond Premier and Courtesy Cardmembers for reservations booked and actualized, January 7, 2014 through December 31, 2014. My Elite Rate will be applicable at all Hyatt hotels & resorts worldwide, excluding Hyatt Zilara and Hyatt Ziva.


Reservations must be made in advance via Hyatt.com or by contacting a Global Contact Center (GCC)

Voice Reservations: Upon confirmation of tier status and rate availability, RESERVE will return the My Elite rate

Hyatt.com Reservations: Member must login to Hyatt.com, and upon confirmation of tier status and rate availability, the My Elite Rate will return

5 sPecial oFFers

My Elite Rate will be applicable at all

Hyatt hotels & resorts worldwide, excluding

Hyatt Zilara and Hyatt Ziva.

Q : What is the difference between an eligible stay and an eligible night?

a : An eligible stay is when a guest pays an Eligible Rate for the length of their stay at a Hyatt hotel. An eligible night is when a guest pays an Eligible Rate for a single night at a Hyatt hotel. Therefore, a stay can be a variable length of time, and is considered the length of time a guest spends at a Hyatt hotel between check-in and checkout, whereas a night is singular. For example, if a guest stays at a Hyatt for four nights and pays an Eligible Rate, they accumulate four eligible nights and one eligible stay that count towards Hyatt Gold Passport tier status.

For more information on stay eligibility see the earning structure

Q : is there a benefit to a member selecting Hyatt Gold Passport points over travel Partner miles or m life tier credits?

a : There is no explicit benefit for non-tier members, however Platinum members receive a 15% point bonus each time they select Hyatt Gold Passport points for their stay, while Diamond members receive a 30% point bonus when selecting Hyatt Gold Passport points for their stay.

For more information on earning options see

Q : is a Hyatt Gold Passport membership activated as soon as a new member signs up?

a : No, a Hyatt Gold Passport membership is not activated until they spend at least one eligible dollar at a Hyatt hotel.

For more information on membership details see

Q : can guests earn travel Partner miles or m life tier credits when they are a non-registered guest spending money at participating Hyatt outlets?

a : No, at this time Hyatt Gold Passport members can only receive Travel Partner miles or M life Tier Credits in lieu of Hyatt Gold Passport points when staying as a registered guest and paying an Eligible Rate. However, Hyatt Gold Passport points can be converted to Travel Partner miles at a later date.

For more information on earning points with travel partners see

Q : can guests redeem more than one reward per stay?

a : Yes, members can redeem points for a Free Night Award and redeem a Dining, Spa and More Award toward incidentals at the time of checkout.

For more information on incidental charges awards see

FreQuentlY asked Questions

How can an Associate participate in Hyatt Gold Passport and receive Hyatt Gold Passport points?

see associate membership

What are the major distinctions between Platinum and Diamond membership tiers?

see membership tiers

To whom does Hyatt Gold Passport offer specialty memberships like Diamond Premier and Courtesy Card?

see specialty tiers

What are examples of Eligible Rates that registered guests can pay to earn Hyatt Gold Passport points?

see eligible rates for registered guests

What is the main difference between an eligible and ineligible purchase for a non-registered guest?

see Purchase eligibility for non-registered guests

What are the different ways that a member can redeem Hyatt Gold Passport points for a free or discounted night?

see Point redemption

What are three items that a non-registered guest can redeem Hyatt Gold Passport points for?

see dining and spa outlets

How many Hyatt Gold Passport points does it take for a guest to upgrade to a Club room? To a suite?

see room upgrades

How many travel partner miles can a guest earn in lieu of Hyatt Gold Passport points per stay?

see selecting travel Partner miles

Can guests receive M life Tier Credits for more than one room for which they personally pay during a single stay?

see selecting m life tier credits

1 6

2 7

3 8

4 9

5 10

reVieW

reference Questions

reVieW

test Your knowledge

1

How can an Associate participate in Hyatt Gold Passport and receive awards?

A : If they are a Hyatt Credit Card cardmember

B : If they have been a Hyatt Associate for over one year

C : If they are on personal travel and paying an Eligible Rate

D : Both A and C are correct

E : Both A and B are correct

2 For every eligible dollar spent, Hyatt Gold Passport members earn how many Hyatt Gold Passport points?

A : 1

B : 5

C : 10

D : 2

E : None of the Above

3

TruE or FAlsE:

A member can earn Hyatt Gold Passport points and M life Credits during a stay.

4

A Platinum member arrives at the hotel to check in. What additional percentage will she receive if she chooses to receive Hyatt Gold Passport points for her stay?

A : 15%

B : 10%

C : 25%

D : 7%

E : She will not receive any additional per-centage

5

Members can redeem their Hyatt Gold Passport points for which of the following items?

A : Beverages (both alcoholic and non-alcoholic)

B : Spa services

C : Food

D : Internet service

E : B, C, and D

6

TruE or FAlsE:

Hyatt Gold Passport members must wait until they have enough Hyatt Gold Passport points for a Free Night Award to use points towards their room charge.

7

Which is not an eligible payment method when trying to earn Hyatt Gold Passport points as a non-registered guest?

A : Cash

B : Check

C : Room Charge

D : Hyatt Credit Card

E : Debit Card

8

TruE or FAlsE:

Hyatt Gold Passport memberships never expire.

9

Which of the following is not reason for issuing QAR bonus points?

A : Delayed check-in

B : Group noise disturbances

C : Unclean guest room/linens

D : Late airport transfer

E : None of the above

10

TruE or FAlsE:

The number of Hyatt Gold Passport points needed to redeem a Free Night Award at an all inclusive resort is dictated by the same Award Chart as full-service hotels.

For answers see

front desk staff, hosts and gallery hosts

serving our registered guests

front desk staff, hosts and gallery hosts

serving our registered guestsThe Front Desk Associates, Hosts and Gallery Hosts put a human face to Hyatt, serving as our guests main point of contact throughout each stay. As such, everything these Associates say and do is an opportunity to engage them in Hyatt Gold Passport. This section gives you what you need to make every member experience as smooth and inviting as possible.

refer to this section any time you need information about:

arrival Procedures

enrolling new members

issuing Points & miles

redeeming Points & awards

Payment methods

1

2

3

4

5

arrival topics

The Hyatt Gold Passport experience begins with a genuine welcome. For every arriving guest, there are a number of things you can do immediately to create a truly outstanding stay.

This section will give you what you need to get acquainted with a member, existing or new.

determininG memBersHiPHow to identify a Hyatt Gold Pass-port member and add the right infor-mation to a members reservation.

member identification and lookup (Opera and WinPM)

GreetinG GuestsHow to greet an existing Hyatt Gold Passport guest, and generate aware-ness for non-members.

Greeting Guests

memBer detail lookuPHow to quickly and easily access a members detailed account information.

member account Browse (Tools App)

member account summary (Tools App)

1 arriVal Procedures i

GP tools applicationA web-based program available to all Associates that houses Hyatt Gold Passport member information.

Greeting our GuestsEvery arrival is an opportunity to build loyalty with our guests. As you greet each guest, ask whether or not they are a Hyatt Gold Passport member. Then, follow the corresponding procedure shown here.

Greeting a Hyatt Gold Passport member Greeting a non-Hyatt Gold Passport member

1 check the reservation to see whether or not the guest is a Hyatt Gold Passport member (see procedures in following section).

2 thank them for their loyalty.

Example: Dr. Smith, we have your Hyatt Gold Passport membership on file; thank you so much for your loyalty to Hyatt.

3 Ask whether theyd like to earn Hyatt Gold Passport points or travel Partner benefits.

If they choose Hyatt Gold Passport points, add their membership number to the reservation.

If they choose Travel Partner, add their HGP membership number AND their Travel Partner membership number to the reservation.

For the requirements for each earning option, refer to the Earning Options section on

1 Offer to enroll them in Hyatt Gold Passport.

2 Follow the procedures for Enrolling New Members on

talking Points for non-members

When offering to enroll a potential new member, be sure to mention the following:

Complimentary

Very quick process

Start earning five points per dollar on this stay on eligible charges

Points = Free Nights

Example: I have the necessary information, let me get you your new HGP number so you can start earning points towards Free Nights.

determining a Guests Hyatt Gold Passport membershipLook to see if the guests Hyatt Gold Passport membership number is on the reservation.

1 In Opera: member number

2 In WinPM: Guest address, Profile name

member identification and lookup (opera & WinPm)

adding member account informationIf a guests Hyatt Gold Passport membership number is not present, you can look it up and then add it to the reservation.

1 Opera: member type > GP lookup

2 WinPM: HGP lookup > HGP lookup

determining membership

member identification lookup During check-in, ensure that the relevant Hyatt Gold Passport member information has been added to their reservation.

To browse detailed member accounts, utilize the navigation menu on the left side of the screen.

1 Select Browse.

2 Enter as many fields as you can to narrow down search.

3 Select apply Filters.

4 Select alternate to browse accounts in your local language.

5 Select the correct account by clicking on account no.

Alternate name may also appear in local language.

6 View account summary detail.

This gives the breakdown of the members current points, qualified stays Year to Date, Tier Status, qualified nights Year to Date, tier expiration and lifetime points.

Browsing for member details (tools application)

The Quick Search feature on the Tools Application home page lets you search for a member account by last name or account number.

member detail lookup

member account Browse

From the account summary page, use the tabs to make seven different selections: Last 5 Corr, Last 5 Promo, Stays, Last 5 Non-Stays, Awards, Bonus and Adjustments.

last 5 corrThis will reflect the last five correspondences that have been documented from Hyatt Gold Passport. This will include card requests, password requests and any retro ac-tivity requests or interaction documentation. Clicking on any of the dates will bring additional information about the correspondence.

last 5 PromoThis will include the last five promotional offers the member participated in. It will show the date they were registered into the promotion as well as the start date and end date of the promotional offer. Clicking on any of the Promotions will bring up additional information on the promotion.

staYsThis will reflect all of the stay activity that has been recorded to the Hyatt Gold Pass-port account. Click on the hotel name to find out detailed information about a specific stay. After clicking on the specific stay, it will give you a breakdown of the stay includ-ing base points, bonus points, specific bonuses earned, tier bonuses earned, etc.

Viewing the account summary (tools application) PART 1 OF 2


account summary

last 5 non-staYsThis will reflect all of the eligible spend as a non-registered guest that has been recorded to the Hyatt Gold Passport account. Click on the hotel name to find out detailed information about the specific earnings.

aWardsYou may view the awards that have been issued to or from the members account. This includes promotional awards, Hyatt Credit Card awards and Diamond Suite Up-grade awards.

Click on the award to see detailed information regarding the specific award. This will provide the Award Code, Status, Used By, Nts Used, Reservation Number, Folio No. Stmt Date and Comp Date.

BonusThis screen will reflect any bonuses posted to the account. Click on the specific bonus to see more detail.

adjustmentsAll point adjustments made to this particular membership account will be documented within this tab. Type of adjustments include Hyatt Credit Card, Guest Relations and Other.

Viewing the account summary (tools application) PART 2 OF 2

Procedure ends here


account summary

2 enrollinG neW memBers enrollment topics

Once youve engaged a potential Hyatt Gold Passport member, its important to make the transition as quick and easy as possible.

At Hyatt, we have highly streamlined procedures that will make the process pleasant for them, and seamless for you.

This section will give you complete directions on enrolling new members, no matter which software system your hotel uses.

enrollinG tHrouGH a ProPertY manaGement sYstem (Pms)How to enroll members using Opera or WinPM.

Procedures for opera/WinPm

i

enrollinG tHrouGH tHe tools aPPlicationHow to enroll new members through the Hyatt Gold Passport Tools Application.

express enrollment Procedures for the tools app

1 For Opera: Select enrollment (Ellipsis, Options, Enrollment) For WinPM: HGP enroll

2 Ensure that your employee tracking number is added to enrollment.

3 required information on profile

First Name

Last Name

Address Type

Address

Zip/Postal Code

City

Country

Preferred Language

Email Address1

Earning Preference2

1 Please note that while Email Address is not a required field within Opera, this information should be requested at every enrollment and entered when possible. An email address allows us to communicate with the member between stays and helps us to better anticipate guest needs.

2 If earning preference is miles, a Travel Partner membership number is required.

4 Give new HGP number to member via marketing collateral.

enrollment Procedure for opera & WinPm

enrolling through the PmsFollow the steps on this page to successfully enroll a new Hyatt Gold Passport member using your hotels PMS.

Get credit for your enrollments!Dont forget to make sure your Employee Tracking Number is

enteredeach new enrollment earns you one Associate Rewards point, which can be redeemed quarterly for a variety of rewards.

Property management system (Pms)The operating system that your hotel uses to manage all operational

procedures on property. Hyatt hotels use two: Opera and WinPM.

1 Click on express enrollment.

2 Record Employee Tracking Number.

3 Complete First Name, Last Name and Email Address.

4 Indicate Communication Preferences.

5 Communication Preferences are defaulted to Yes to expedite the enrollment process. Click submit at the bottom of the page.

express enrollment in the tools application

enrolling through the tools application

express enrollment (tools application)There may be times when a guest is interested in joining Hyatt Gold Passport, but doesnt have time to provide complete address information. In that case, verify the guests email address and utilize the Express Enrollment function.

1 Click on member enrollment from the left-hand navigation menu.

2 Use the pull down menu to select the source code.

Hotels use code Hotel Internet Enrollment

Sales Team use code Hyatt Gold Passport Planner Enrollment

3 The Spirit Code/Facility ID will self populate based upon login

If you work at more than one hotel or reservation center, you will need to select the correct Spirit Code/Facility ID.

4 Enter employee tracking number

You can find this number next to your name at the top of the screen within Tools. Each Associate has a unique tracking number.

5 Leave the Gold Passport # field blank

This number will automatically populate with the members new Hyatt Gold Passport number upon submission.

enrollment Procedure in tools application

Get credit for your enrollments!Dont forget to make sure your Employee Tracking Number is

enteredeach new enrollment earns you one Associate Rewards point, which can be redeemed quarterly for a variety of rewards.

PART 1 OF 2


enrolling new members (tools application)Associates can enroll new Hyatt Gold Passport Members through the Hyatt Gold Passport Tools Site using the process outlined below.

enrollment Procedure in tools application PART 2 OF 2

6 Ensure the email address is entered and accurate.

7 Enter the members contact information into the appropriate fields

Primary member information marked with an asterisk is required.

Alternate member information can be entered in the local language if the information is different from the primary member information.

8 Once the information is complete, click submit in the lower, right-hand corner of the page.

9 You will receive a message saying data saved

This message will tell you the guest name and the new account number.

If you selected YES for Employee Tracking, the message will show the Employee Tracking Number in red.

Procedure ends here


enrolling new members (tools application)


address standardization override

Hyatt Gold Passport uses an address standardization function that verifies the address being entered on the enrollment page is a valid address. There are times where you have confirmed the address and the system still doesnt recognize it. The Address Standardization Override function will allow you to complete the enrollment even though the address may not be recognized.

If the Tools Site doesnt recognize the address, you will receive a message as noted below. Verify that you have the correct address, street address, spelling and zip code. If everything is correct click Submit at the bottom of the page.

You may continue to enroll another guest from the same page by clicking Next.

address standardization override Function

address standardizationA process built into the Tools Application that verifies the location and validity of any address entered into the system.

The Address Standardization Override function will

allow you to complete the enrollment even though

the address may not be recognized.

3 issuinG Points & miles

As part of their earning options, members may choose to earn Hyatt Gold Passport points during their stay.

Point issuance is assigned by membership tier, but there are a few other ways that members may earn points.

This section takes you through the different ways that members may earn Hyatt Gold Passport points.

arrival topics

extended staYThese members must check out and back in mid-stay, requiring a set of procedures to keep their accounts accurate.

extended stay Procedures

Point issuance BY tierA recap of the point-earning structure for registered guests.

overview

QualitY assurance & relocation BonusMembers who experience a relocation or service disruption may be eligible for extra points.

Quality assurance & relocation Bonus Procedures

traVel Partner PointsMembers who choose to earn miles instead of HGP Points require a different procedure.

overview

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Point issuance by tierHyatt Gold Passport points are automatically generated by the system upon checkout. The following is a quick overview of the point-earning structure for registered stays per each relevant membership tier.

Full program and hotel benefits are outlined in detail on

membership Five points for every eligible US dollar spent

Platinum Five points for every eligible US dollar spent

15% point bonus when choosing to earn HGP points for their stay

diamond Five points for every eligible US dollar spent


lifetime diamond Five points for every eligible US dollar spent


Hyatt credit card cardmembers Five points for every eligible US dollar spent

Three HGP bonus points for each $1 USD spent at any Hyatt (eligible & ineligible)

In addition to standard program earning of 5 points per eligible dollar spent at Hyatt when paying with Hyatt Credit Card

Two HGP bonus points for each $1 USD spent at restaurants, on airline tickets purchased directly from airlines, and at car rental agencies

One HGP bonus point on every $1 USD spent on the credit card everywhere else

courtesy cardholders Five points for every eligible US dollar spent

30% point bonus when choosing to earn points for their stay

1,000 bonus points per stay

Points by tier

registered stayThe period of time a guest is registered in the hotel from the time they check in to the time they check out.

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issuing Points for extended staysTo award Hyatt Gold Passport points and tier/stay credit mid-stay, the hotel must check the extended stay member out, create a new stay record assigning the same room number, and check the member back in.

Please keep in mind that when creating a new stay record for the guest, the room number must be the samethis will ensure that Hyatt Gold Passport points will not be awarded twice.

Whether or not to award points mid-stay depends on your local Residential Tax Policy. Familiarize yourself with the guidelines surrounding your local residential tax exemption before checking out a reservation mid-stay.

extended stayA guest checked into the hotel for an extended period of time.

1 check member out of current reservation.

2 create new reservation for remaining portion of stay.

3 Assign same guest room.

4 Check guest in to new reservation.

How does this procedure support members?By checking out the guest, the stay record will be extracted from the hotels PMS and the proper points and stay/night credit will be automatically generated and awarded to the members account. When the remainder of the members stay record is checked out (with the same room number), Hyatt Gold Passport will recognize the back-to-back stay, ensuring that double points and/or double stay/night credit are not awarded to the member.

extended stay Procedure

issuing Points for the Quality assurance & relocation Bonus (Qar)Hyatt Gold Passport QAR bonus points are issued in instances of guest relocation and service issues such as delayed check-ins, group noise disturbances, unclean guest rooms/linens, late airport transfers, lost/misplaced packages, etc.

Quality assurance & relocation BonusHyatt Gold Passport bonus points issued to a member who experiences a relocation or service issues such as delayed check-ins, group noise disturbances, unclean guest rooms/linens, late airport transfers, lost/misplaced packages, etc.

Full service north america and Full service international Hotels

Hyatt Place and HYATT house Hotels

Hyatt Quality assurance & relocation Bonus Point chart

Bonus Value

reasoncost to Hotel (usd)

overall Bonus code

Processing Procedures

5,000General Compensation

$50 QAR5KEmail completed form to [email protected]







VariableGeneral Compensation

$0.01/point QARVAREmail completed form to [email protected]

Bonus Value

reasoncost to Hotel (usd)

overall Bonus code

Processing Procedures




$25 QAR25Email completed form to [email protected]




$75 QAR75Email completed form to [email protected]

10,000 Guest Relocation $100 QAR10KEmail completed form to [email protected]

VariableGeneral Compensation

$0.01/point QARVAREmail completed form to [email protected]

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issuing the Quality assurance & relocation Bonus

1 Print out and complete the Hyatt Quality Assurance & Relocation Bonus Authorization Form. See example on

2 enter Hotel information:

Hotel name and SPIRIT code

Hotel contact information (name, title, phone number and email address)

3 enter Hyatt Gold Passport member information:

Hyatt Gold Passport member name

Hyatt Gold Passport membership number

Indicate bonus point value

Indicate reason bonus point issuance (Be specific. Submissions of Guest Recovery or Service Failure will be returned to the sender.)

Ensure that authorizing signature and date is completed (Authorizing signature includes one of the following: General Manager, AGM 1/AGM 2, FOM, DOR.)

4 email completed form to Hyatt Gold Passport Customer Service at [email protected] and copy your General Manager.

issuing Points for the Quality assurance & relocation Bonus (Qar)

issuing travel Partner PointsThis section details the procedures to follow when a guest chooses to earn Travel Partner miles instead of Hyatt Gold Passport Points.

issuinG miles

A guest has the ability to choose to earn Travel Partner miles instead of Hyatt Gold Passport points. Hyatt Gold Passport has over 25 travel partners; check them out at

issuinG m liFe tier credits

Hyatt Gold Passport members also can choose to earn eight M life Tier Credits per eligible dollar on all Hyatt stays.

issuinG miles or tier credits

Whether the guest chooses to earn miles or M life Tier Credits, the operational procedures are the same.

issuing miles or tier credits (opera/WinPm)

opera

1 Ensure Hyatt Gold Passport membership number is added on reservation and Travel Partner membership.

2 Both need to be selected for guest to earn miles.

WinPm

1 From HGP Member Details Screen, select Partners.

2 Select Partner membership number and attach.

3 From Reservation Screen, select earning Pref.

4 Indicate miles for any travel partner.

Remember, a guest can earn one or the other per stay. They can either earn Travel Partner miles or Hyatt Gold Passport points, never both. But, they can switch their earning preference for each new stay.

Point & award redemption topics

Hyatt Gold Passport members have a range of reward options to choose from.

Among them is point redemption in exchange for Free Nights, dining, spa services and more. Along with these, Hyatt offers a few special ways for them to take advantage of their memberships.

This section outlines various ways that a registered guest can redeem their membership award.

aWard niGHt redemPtionHow to redeem a registered guests points for a free night.

award night redemption requirements award night Procedures (tools app)

Point redemPtionHow to redeem points for incidental charges, as well as non-room revenue.

Point redemption for registered stays

room & suite uPGradesHow to upgrade a member based on their member category.

room upgrade requirements & Procedures

mY elite rateAn overview of the promotion and any specific procedures that go along with it.

my elite rate requirements & Procedures

Points + casHAn overview of the program and any specific procedures that go along with it.

Points + cash requirements & Procedures

4 redeeminG Points & aWards i

Point redemption for registered GuestsWhen checking out, Hyatt Gold Passport members can instantly redeem Hyatt Gold Passport points for eligible incidental charges (i.e., non-room revenue) posted to the room.


Redemption may only take place at the time of checkout.

A maximum of one award may be redeemed per stay.

Points are deducted following the Hyatt Gold Passport Award Chart values shown in the chart here.

Members will not receive a refund for any unused portion of the award.

In the event that a member redeems an award for a portion of Eligible Redemption Charges, the remaining Redemption Eligible incidental charges become ineligible for earning Hyatt Gold Passport points.

dining, spa and more award chart

Points Value (usd)

2,000 $10

5,000 $25

10,000 $50

12,000 $75

15,000 $100

20,000 $150

32,000 $250

60,000 $500

120,000 $1,000

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non-room revenueCharges incurred via eligible incidental charges during a guests registered stay.

Hyatt Gold Passport points will be converted to the dollar values listed below.

award night redemption requirementsHyatt Gold Passport members can redeem their points for Award Nights at all Hyatt hotels worldwide. Award Nights can be redeemed online or through a Global Contact Center.

Members may enjoy Free Nights at Hyatt with as few as 5,000 Hyatt Gold Passport points and no blackout dates.

award nightFree night as a registered guest, earned by accruing the required amount of Hyatt Gold Passport points per award category.

Hyatt Gold Passport Free night award (Points required Per night)i

category 1 category 2 category 3 category 4 category 5 category 6 category 7

1 Free night 5,000 8,000 12,000 15,000 20,000 25,000 30,000

1 Free night in a regency/Grand club

7,000 12,000 17,000 21,000 27,000 33,000 39,000

1 Free night in a suite (minimum 3-night award stay)

8,000 13,000 20,000 24,000 32,000 40,000 48,000

Pre-arrival Procedures

award night redemption requir

223141345 h gp associate operations manual

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