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Loyalty Champion Toolkit

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Firstly, thank you for your continued support and service in the role of Loyalty Champion – your work is greatly appreciated in the business and together we are really making a difference.

And if you are new to this role – a big congratulations and welcome!

Welcome to your Loyalty Champion Toolkit

The Loyalty Champion role is fundamental to the success of the IHG® Rewards Club program.

Hotels with an engaged Champion are three times more likely to meet their IHG Rewards Club standards than hotels without a Champion.

IHG Rewards Club is IHG’s global loyalty program. Since 1983, we’ve been rewarding our members for their ongoing loyalty, while helping them create memorable moments along the way.

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Your General Manager believes you have what it takes to be an IHG Rewards Club Loyalty Champion. And, we couldn’t agree more. An exciting journey awaits you and this Loyalty Champion Toolkit was developed to help you be successful on this journey.

Together We Are Winning With Loyalty

Loyalty Champion RoleThe IHG Rewards Club Loyalty Champion’s role is to lead and inspire your team to deliver the IHG Rewards Club member experience in a meaningful and personal way. As a Loyalty Champion, your focus is to educate and motivate your hotel team to deliver the highest quality experience to our members.

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Section 1:Loyalty Champion: About The Role05 The Skills, Knowledge and Behaviors of a

Loyalty Champion06 Role and Responsibilities 07 Success Stories

Section 2: 08 Loyalty Champion Roadmap

Section 3:Measuring Loyalty13 The IHG Rewards Club Standards14 2017 Loyalty Training Compliance:

The Essentials of Loyalty15 Activity: Loyalty in My Hotel

Section 4:New Loyalty Champion ToolkitGetting Organized16 New Loyalty Champion:

Let’s Get Started Checklist!

Contents

Section 5:Loyalty Champion Checklists 21 Loyalty Champion Daily Checklist 24 Loyalty Champion Monthly Checklist 25 Loyalty Champion Quarterly Checklist26 My Calendar Planner27 Performance Tracker Tools 28 Resources That Help

Section 6:30 6 Habits of Highly Successful

Loyalty Champions

Section 7:Next Steps 31 Next Steps32 Key Contacts

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Section 1 Loyalty Champion: About the Role

SkillsA Loyalty Champion is approachable, personable and an effective team player.

● Effectively communicates ● Inspires and motivates with team

talks/discussions ● Confident in coaching and providing

developmental feedback ● Understands and is effective at

communicating goals

KnowledgeSuccessful Loyalty Champions have a thorough understanding and an in-depth knowledge of:

● The IHG Rewards Club program and its value to the business and our members

● The role of the Loyalty Champion and the part they play in Making Loyalty a Way of Life

● Performance measures ● Hotel systems, reports and tools

BehaviorThey lead by example and live the behaviors they wish to see in others.

● Motivates and inspires others with a positive manner and a can-do attitude

● Demonstrates exceptional personal, social and professional conduct

● Actively seeks feedback from the team ● Demonstrates energy and enthusiasm

A Loyalty Champion is approachable, personable and an effective team player.

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Hotel Help Desk can help you with IHG Rewards Club related queries. Email them at: [email protected]

Role and Responsibilities

Section 1

Mentoring and Support ● Work with General/Line Manager to present

updates about IHG Rewards Club program in team briefings

● Make sure Front Desk team know how to access and effectively use LoyaltyConnect

● Reviewing Enroll for Rewards incentive program requirements and supporting your efforts to engage Front Desk team in achieving goals

General/Line Manager Support ● Communicating Loyalty Champion program

to hotel team and introducing you as the hotel’s Loyalty Champion to the team

● Supporting you in all team efforts throughout the year

● Ensuring you meet together (or with your Front Office Manager) each month to discuss Action Plan progress

● Celebrating successes with team

IHG Rewards Club Standards and Delivery ● Ensure IHG Rewards Club benefits are

delivered consistently ● Train Front Desk team on use of Guest

Arrivals Reports ● Ensure IHG Rewards Club Check-in signage

is displayed and maintain inventory of all point-of-sale materials

● Coach Front Desk team to greet IHG Rewards Club members in a friendly and welcoming manner

● Monitor Performance Tracker standards reporting

● Administer any incentive programs ● Monitor team members to ensure the

Welcome Amenity choice (based on regional guidelines) is being offered to all Elite members consistently

● Create and implement a Quarterly Loyalty Champion Action Plan

The Loyalty Champion is responsible for the consistent delivery of the IHG Rewards Club program at their hotel. The Champion’s role focuses on educating and inspiring Front Desk teams as well as the entire hotel team to make all members feel recognized and valued.

ResponsibilitiesIHG Rewards Club Training

● Ensure all Front Desk team members complete the annual IHG Rewards Club online compliance training

● Lead any ad-hoc training based on hotel performance, team development needs and program updates

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Success Stories

Section 1

We asked some of our Loyalty Champions what it means to be a Champion and what advice they’d have for a new Champion.

“For me, being a Champion means that I’ve been entrusted with a big responsibility to lead our team in making a difference on the relationships we have with our guests/members. For new Champions, use all the wonderful resources made available to us and get involved with your team, managers, and fellow Champions – Have fun!!”

Platinum Champion

“To me it means leader, educator, motivator. It’s a big job but a very rewarding job. We train and educate staff to enroll and educate guests about a program that is full of rewards for everyone! I love how the staff can earn points for enrolling members too… staff get rewards for doing their JOB – it’s great!”

Platinum Champion

“As a Champion, it means that I am the link between IHG Rewards Club and everyone else. I try to make sure they know how much they can benefit via points for enrollments/employee rate, etc. and that I am available for answers even if I don’t know the answer right away.”

Club Champion

“It means to be able to lead by example and set the tone for exceptional member recognition for all our guests. A tip for new champions – tune into all the informative Share ‘n Learn calls”

Club Champion

“For me it’s a trust from Brand/Management to us on delivering great service, memorable experience by well-trained team members and delivering genuine extra care to all and motivating the team all the time as an example of a true leader. New Champions – always swing by Champions Talk to ask more questions.”

Platinum Champion

“Leading by example. I don’t ask of them if I am not doing it. Having goals (action plans) and communicating to the team. Always carry through on every promise you have with them. Keep them updated on the progress many times throughout the month which keeps them focused and mindful of our goals.”

Club Champion

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Section 2 Loyalty Champion Roadmap

*For information on Loyalty Champion Development in China, please refer to Merlin

Welcome to the Loyalty Champion Development Program (LCDP) – an exciting curriculum that will support your growth and development as a Champion.

This document is designed to show your journey from newly assigned Champion to the more experienced Champion.

The structure is still the same: ● New Champion ● Club ● Gold ● Platinum

We’ve made some changes to the requirements for each level so we recommend all Champions review the new onboarding toolkit so you are familiar with what you need to do to meet your Champion levels in 2017.

You will notice that we didn’t reinvent the wheel as we updated the curriculum – instead we took the best of today and built on it by identifying opportunities at two different levels:

We have put together this curriculum with the understanding that Loyalty Champions have a day job. We want to provide you with opportunities to progress in your Champion role as well as in your hotel career. We value your commitment to making IHG Rewards Club the best it can be at your hotel.

So let’s get on the road…

THE BASICS

The foundations that are essential for its success.

MAGIC TOUCHES

After you’ve achieved The Basics, you can decide which ‘Magic Touches’ you want to develop to drive even greater personal and professional development. These are recommended ideas and best practices that, if implemented, will give you a higher level of leadership development.

The Roadmap

Congratulations

START

New Champion

Club Champion

Gold Champion

Platinum Champion

HOTEL

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Club Champion

The Basics To Achieve Club Level:

Complete Champion Profile on IHG Rewards Club Source

Complete the IHG Rewards Club Essentials of Loyalty Training (including the Loyalty Champion Module)

Log onto Source once every 30 days

Complete the NEW Champion Orientation*

Complete Guest Arrivals Reports eLearning training

Magic Touches

Network with fellow Champions on Champions Talk by posting questions or answering queries

Access new 10-minute Trainers on topics such as Member Recognition

Attend Champion calls or play back recorded session

Upon Completion of Club Level:

Congratulations from General/Line Manager and Regional Loyalty Team

Perform all Loyalty Champion activities as detailed in the Champion Toolkit

*For all Champions assigned after January 01, 2017

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Gold Champion

The Basics To Achieve Gold Level:

Meet all requirements of Club level plus:

Complete Quarterly Loyalty Champion Action Plan which highlights area of improvement for team

Attend Champion Workshop (face-to-face or virtual)

Magic Touches

Regular one to one meeting with General/Line Manager

Participate in available training offered through a variety of channels such as: TED tools, IHG Rewards Club Source, myLearning

Participate in your hotel Daily Briefing

Review training provided by Regional Loyalty Team

Covers a variety of behavioral topics such as motivation, communication, tips for training your team

Attend annual virtual conference

Upon Completion of Gold Level:

Receive Loyalty Champion pin


Perform all Loyalty Champion activities as detailed in Loyalty Champion Toolkit

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Platinum Champion

The Basics To Achieve Platinum Level:

Meet all requirements of Gold Level plus:

Pass all four measured IHG Rewards Club standards for all four quarters in the calendar year (standards include: Reward Nights, Training, Member Recognition, Enrollments)

Magic Touches

Attend annual Virtual Conference

Face-to-face or virtual training

Become involved in a Regional project as a Loyalty expert

Buddy Program opportunity

Upon Completion of Platinum Level:

Receive platinum dangler that can attach to the Loyalty Champion pin


Perform all Loyalty Champion activities as detailed in the Champion Toolkit

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The IHG Rewards Club StandardsThey support the delivery of a consistent member experience across all hotel brands in all countries. This experience directly relates to our member’s satisfaction. Delivering this consistency not only drives loyalty but in turn has a positive impact on revenue too.

The standards can be found in the Online Brand Standards Manual:

Merlin > Applications > Online Brand Standards Manual.

Section 3Measuring Loyalty

IHG Rewards Club Training – StandardEvery year, all hotels are required to complete the IHG Rewards Club training by the 31 March.

The Essentials of Loyalty Online Learning is made up of the following 7 modules:

1An Introduction to the Essentials

of Loyalty

2Loyalty

through the IHG® Rewards

Club

3Loyalty

through the Member

Experience

4Loyalty through

Consistency

5LoyaltyConnect

6The Essentials

of a Loyalty Champion

7InterContinental®

Ambassador Program

Please see next page for more information on who’s required to complete the various modules.

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Section 3

2017 Loyalty Training Compliance: The Essentials of LoyaltyWho needs to complete which training modules? To achieve the Standard this is the minimum requirement, however, we strongly recommend that the entire Front Desk team complete all modules.

Hotel BrandModules 1-5

The Essentials of Loyalty

Module 6 The Essentials of a Loyalty Champion

Module 7 InterContinental

Ambassador Program

Crowne Plaza Hotels & Resorts

Four employees must complete these modules including the:

● General Manager ● Loyalty Champion

This module must be completed by the:


Holiday Inn

Holiday Inn Resort

Hotel Indigo

HUALUXE Hotels & Resorts

EVEN HOTELS

Holiday Inn Express Three employees must complete these modules including the:




Staybridge Suites

Candlewood Suites

InterContinental Hotels & Resorts

Four employees must complete these modules including the:




Four employees must complete this module including the:


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Take some time now to find out. Research your hotel’s current targets for each of the standards listed. Then, find out your hotel’s latest performance and write it down in the table below. If you are unsure, ask your General/Line Manager for help.

Section 3

IHG Rewards Club Standard

My Hotel’s Target My Hotel’s Performance

Enrollments

Member Recognition

Reward Nights Mininum 5%

IHG Rewards Club Training

Welcome Amenity (Based on your Regional Guidelines)

Activity: Loyalty in My Hotel

This information will help support you in writing Quarterly Action Plans.

How is your hotel performing against these standards?

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Step

1 Register for the New Champion Orientation - Merlin > myLearning > New Champion Orientation

2 Become familiar with IHG Rewards Club Source - it’s your new best friend! This is the go to place to find information on IHG Rewards Club and interact with fellow Champions. Path: Merlin > Applications > IHG Rewards Club Source > Click on “Access this tool”

Download the Source User Guide to navigate the site

Ensure your General Manager has assigned you the role of Loyalty Champion on IHG Rewards Club Source

Within Source, visit:Champions Corner > Assign Role Complete your Champion Profile so you can access Champions Talk and provide an email address so you can receive

Champion communications

Champions Corner Become familiar with Champions Corner and Champions Talk to ask questions and find best practices

Download the Loyalty Champion Toolkit which provides a guide to onboard you through all the tools and resources you need to know

Resources > Learning Center Here you’ll find training, job aids etc .

Review the IHG Rewards Club Reference Guide under Resources > Downloads

New Loyalty Champion: Let’s Get Started Checklist!

Section 4New Loyalty Champion: Getting Organized

Completed

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Section 4

Step

3 Take eLearning courses on myLearningPath: Merlin > Applications > myLearning > IHG Rewards Club Training Solution

Review the Guide to the Essentials of Loyalty to help you meet your compliance training requirements:

Module 1 - 2017 An Introduction to the Essentials of Loyalty (Course ID: 00047868)

Module 2 - 2017 Loyalty through the IHG Rewards Club (Course ID: 00047869)

Module 3 - 2017 Loyalty through the Member Experience (Course ID: 00047870)

Module 4 - 2017 Loyalty through Consistency (Course ID: 00047871)

Module 5 - 2017 LoyaltyConnect (Course ID: 00047872)

Module 6 - 2017 The Essentials of a Loyalty Champion (Course ID: 00047873)

Module 7 - 2017 InterContinental Ambassador Program (for InterContinental Hotels & Resorts only) (Course ID: 00047874)

In addition, all Champions must complete the Guest Arrivals Reports eLearning found on Merlin > myLearning > Guest Arrivals Reports > Course ID: 00044771


myLearning

Completed

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Step

4 Review Performance Tracker Path: Merlin > Applications > IHG Rewards Club Performance Tracker

Review the Performance Tracker User Guide

Print out latest Performance Tracker Monthly Report (under Reports Overview) for your hotel and review

Set up team meeting for Front Desk team to discuss:

• Champion role/responsibilities

• Overview of hotel performance standards and current status

• Solicit input from team on how to achieve goals

Create and submit your Champion Action Plan template found on Performance Tracker and share with General/Line Manager

Make sure you complete your Quarterly Action Plan by the last day of the quarter

Review Champion Dashboard found on Performance Tracker site


Section 4

Completed

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Section 4


Step

5 Review and monitor Front Desk signage and collateralPath: Merlin > Applications > IHG Rewards Club eStore

Review current Front Desk Check-in signage and ensure it is displayed appropriately

Review inventory for IHG Rewards Club Point of Sale materials such as enrollment forms, key card wallets/jackets, Welcome Amenity (where applicable)

Place order if necessary

6 Ensure team members are trained on delivering member benefits Provide standard internet during their stay

Understand procedures for delivering Internet both for members staying and those who are not staying at your hotel

Ensure only members booked through IHG channels are receiving their hotel benefits

• Review the IHG Rewards Club Booking Benefits job aid found on: Merlin > Intiatives > IHG Rewards Club Booking Benefits for assistance in training team

• Role play with team to help them develop skills to address member concerns when they are not receiving their benefits when booking their stay via an OTA

Work with Front Desk team to ensure IHG Rewards Club members are greeted by name and status at Check-in

Coordinate with hotel leaders to provide IHG Rewards Club updates in team briefing/training

Assist team members with key functions of LoyaltyConnect to obtain member information

Based on your regional standards, ensure IHG Rewards Club Gold, Platinum and Spire Elite members are offered a Welcome Amenity upon Check-in

Completed

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Section 4

Step

7 Manage Enroll for Rewards Incentive Program for Front Desk team Each month access IHG Rewards Club Source to distribute points to Front Desk team members who have met their enrollment

and email capture goals for the previous month

Ensure all Front Desk team members understand the program and have created an enrolling ID in LoyaltyConnect (This ID allows them to enroll new members into IHG Rewards Club program and participate in the incentive program)

Ensure all Front Desk team members have enrolled in the IHG Rewards Club program so they can have the points earned from the Enroll for Rewards program deposited directly into their IHG Rewards Club account

For InterContinental Hotels & Resorts, manage the Ambassador enrolllment and renewal incentive program as well as the IHG Rewards Club Enroll for Rewards program

8 Participate in Champion-only events and communications Go to IHG Rewards Club Source > Champion Profile to ensure you have a current email address, your enrolling ID and remember

to accept the terms and conditions to access Champion Corner

Each month you will receive a Loyalty Champion newsletter from your Regional IHG Loyalty Team

The newsletter provides information and updates that assist you in your Champion role; it also provides instructions on how to participate in the monthly Champion call

Champion calls are a great way to hear the latest information about your role, IHG Rewards Club updates and promotions as well as share best practices with your fellow Champions

Completed

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Step

1 Review Guest Arrivals Reports from IHG Reporting for next day arrivals: Identify Spire Elite members

Allocate upgraded room if available

Send pre-arrival upgrade email notification to Spire Elite members

Review the list for Gold, Platinum and Spire Elite members

Review any Stay Preferences and coordinate with appropriate departments (i.e., Housekeeping)

2 Review Guest Arrivals Reports from IHG Reporting for today’s arrivals Assign upgraded room for Platinum Elite and any Spire Elite members not processed previously (note in reservation so they are told

about upgrade)

Assign room for Gold Elite members

Review any Stay Preferences and coordinate with appropriate departments (i.e., Housekeeping)

Prepare key card wallet/jacket and registration folio/cards for Gold, Platinum and Spire Elite members. Remember to include directions for internet access

Place keycard wallet/jacket in the location where IHG Rewards Club member arrivals are organized

Based upon region’s guidelines, prepare Welcome Amenity items for Elite members

Use LoyaltyConnect to identify IHG Rewards Club membership numbers of any guest without a number in the reservation (only add membership details if you are sure it is the correct member, verify address, etc.)

Review the list of non-members to identify potential enrollments

Loyalty Champion Daily Checklist

Completed

Section 5Loyalty Champion Checklists

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Section 5

Step

3 Inspire a Great Member Check-in Experience: Ensure IHG Rewards Club Welcome signage is displayed appropriately and collateral is available at Front Desk

Remind Front Desk team the target goal for enrollments for the day

Reinforce the importance of enrolling guests booked via an online travel agency (OTA)

Communicate to guests the value of booking directly with IHG for future stays so they can receive their full member benefits including Your Rate (where available)

Capture email address of all newly enrolled members

Reinforce with team to always acknowledge IHG Rewards Club members’ status and thank them for their loyalty upon Check-in and Check-out – regardless of rate (OTA, Reward Night, employee, etc.)

Ensure all Spire and Platinum Elite members are aware of their room upgrade and why the room is special

If you are unable to upgrade, make sure you fully explain why to member

Based on regional guidelines, ensure your team offer the choice of Welcome Amenity to all Elite members upon Check-in

Inform all IHG Rewards Club members of their internet and how to access

Acknowledge any Stay Preference requested and if unable to deliver, please explain

Completed

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Section 5

Step

4 Reinforce Guest Check-Out: Address guest by name and, if they are a IHG Rewards Club member, thank them for being a Club, Gold, Platinum or Spire Elite

member (reinforces member recognition)

Ensure IHG Rewards Club number is attached to reservation

For non-IHG Rewards Club members, offer to enroll guest in IHG Rewards Club program

Ensure all Loyalty Pending Updates (LPUs) are processed in LoyaltyConnect within 24 hours of Check-out

5 Additional Daily Tasks: Monitor IHG Rewards Club Source, Champions Corner for IHG Rewards Club updates and review Champions Talk for best practices/

answers to questions

Provide IHG Rewards Club updates in daily/weekly team briefings (i.e., previous days enrollments, number of Spire Elite’s checking in today, Special Requests, etc.)


Completed

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Section 5

Step

1 Log into Performance Tracker (on or after the 20th of each month) and review previous month’s performance Review Performance on IHG Rewards Club standards

Review progress of Action Plan

2 Meet with your General/Line Manager as well as Front Desk team to review your hotel’s performance on the IHG Rewards Club standards and progress on your quarterly goal

3 Post updates and progress on Quarterly Action Plan on Heart Of House IHG Rewards Club area or back of house bulletin board

4 Complete action plan by the last day of the month for the current quarter

5 Attend regional monthly Champion Call Review the call recording before the end of the month if unable to attend live event

Share the information from the IHG Rewards Club Champion call with the rest of your team

6 Review inventory for IHG Rewards Club Point of Sale materials such as enrollment forms, key card wallets/jackets, internet codes, Welcome Amenity (where applicable) and place order for materials if necessary Path: Merlin > Applications > IHG Rewards Club eStore

Loyalty Champion Monthly Checklist

Completed

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Section 5

Step

1 Log into Performance Tracker (on or after the 20th of the month) and view/print the current quarter’s report Review Performance on IHG Rewards Club standards

2 Meet with your General Manager and Front Desk team to review your hotel’s performance on the IHG Rewards Club standards and progress on your quarterly goal

3 Work with your General/Line Manager and Front Office team to write new Action Plan for the upcoming quarter and submit on Performance Tracker

4 Conduct a monthly/quarterly Front Desk team meeting to celebrate successes and review opportunities for improvement in the next quarter

Loyalty Champion Quarterly Checklist

Completed

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Section 5

My Calendar PlannerYour Calendar Planner is available for download on Merlin > Applications > IHG Rewards Club Source > Champions Corner

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Section 5

Performance Tracker ToolsPerformance Tracker is a site that provides tools you can use to monitor your IHG Rewards Club standards performance, file an Exception Request, create a Quarterly Action Plan and review Champion activities on the Champion Dashboard.

As a best practice, hotels should access this site each month to review their progress in delivering on their IHG Rewards Club standards as well as managing their Champion engagement with the tools and resources available to them.

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Section 5

The great news for you is that there is a fantastic array of support resources that exist to help you in the role.Here is a selection of them, how they can help you, and where to find them:

Resources That Help

Resource How it can help me Where to find it

LoyaltyConnect LoyaltyConnect helps you manage your business related to your IHG Rewards Club members more efficiently Merlin>Applications>LoyaltyConnect

IHG Rewards Club Source Holds useful documents for reference and reports for ongoing measurement. Merlin>Applicatons>IHG Rewards Club Source

Champions Corner Network with Loyalty Champions all over the world! Ask questions, get updates, share ideas

Merlin>Applications>IHG Rewards Club Source>Champions Corner

Champions Talk Use hashtags to refer back to a conversation; post questions and comments and chat to other Loyalty Champions!

Merlin>Applications>IHG Rewards Club Source>Champions Corner and it is on the left side of the main page

Learning Center This section has tools, videos, activities and resources that helps hotels learn about IHG Rewards Club. Merlin>Applications>Resources>Learning Center

Reference Guide A one-stop-shop for all the information you need about the IHG Rewards Club, features and benefits of the program, and standards information

Merlin>Applicatons>IHG Rewards Club Source>Resources>Downloads

10 Minute Trainers Welcome Amenity & Member Recognition sessionsMerlin>Applications>Resources>Learning Center>Managers & Champions Only>Champion Plus

Champions Plus Tab

Easy to follow training for Champions to conduct with their teams to drive and improve their Member Recognition skillsecent links for monthly Champion Share & Learn calls. Here you’ll find the latest Champion Calls and newsletters.

Merlin>Applications>Resources>Learning Center>Managers & Champions Only>Champion Plus

Resource How it can help me Where to find it

LoyaltyConnect LoyaltyConnect helps you manage your business related to your IHG Rewards Club members more efficiently Merlin > Applications > LoyaltyConnect

IHG Rewards Club Source

The place for anything you need to know as a Loyalty Champion. Log into Source everyday to stay on top of the most current news, promotions and program updates

Merlin > Applicatons > IHG Rewards Club Source

Champions CornerAn exclusive page for Loyalty Champions that features resources to help you successfully lead your team

Merlin > Applications > IHG Rewards Club Source > Champions Corner

• Champions Talk Network with Loyalty Champions. Ask questions, get updates, share ideas

Merlin > Applications > IHG Rewards Club Source > Champions Corner Champions Talk is on the left side of the main page

Learning CenterThis section has tools, videos, activities and resources that help hotels learn about the IHG Rewards Club

Merlin > Applications > Resources > Learning Center

• 10 Minute Trainers Easy to follow training for Champions to conduct with their teams to drive and improve their Member Recognition skills

Merlin > Applications > Resources > Learning Center > Managers & Champions Only > Champion Plus

• Champions Plus Find group activities Champions can do with their teams, links for the latest Champions monthly call recordings and newsletters

Merlin > Applications > Resources > Learning Center > Managers & Champions Only > Champion Plus

• Reference Guide A one-stop-shop for all the information you need about the IHG Rewards Club, features and benefits of the program, and standards information

Merlin > Applicatons > IHG Rewards Club Source > Resources > Downloads

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Section 5

Resources That HelpResource How it can help me Where to find it

Loyalty Champion Workshops Grow and share with other Champions Go to myLearning and search for workshops

near you: Merlin > Applications > in myLearning

Monthly Champion Share & Learn Calls

Keeps you ‘in the know’; allows you to interact with other Champions; keeps you up to date with the lastest information for you to perform the best in your role

Your monthly Champion newsletter provides dates, times and access to these sessions in your region. Keep your Source profile updated with your email address so you can receive your monthly newsletter and notice of the monthly Champion call

Loyalty Champion Toolkit

Key Champion information - great for new Champions!

Review Champion Checklists to make sure you are doing everything you need each day, month and quarter

Merlin > Applications > Resources > Champions Corner

Loyalty Champion Newsletter Get the latest Champion news

Your newsletter will be emailed to you based on your email address found on your Champion Profile on Source

New Loyalty Champion Orientation

Provide an overview of the tools and resources available to help you get started in your new role as Loyalty Champion

New Champion Orientation is available in each region and can be found under New Loyalty Champion Orientation

Performance Tracker Provides standards reporting, Quarterly Action Plans and Champion Dashboard

Merlin > Applications > IHG Rewards Club Performance Tracker

Guest Arrivals ReportsThe reports contain valuable guest information that will support you in addressing critical areas of the business and driving Guest Satisfaction, Recognition, and Loyalty Enrollments

Merlin > Initiatives > Guest Arrivals Reports

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Section 6

are

3x m

ore likely to meet all their goalsHot

els with engaged Champions3x

HABITS OF HIGHLY SUCCESSFUL LOYALTY CHAMPIONS6

Log on to Source to see how well you’re doing and distribute those points.Celebrate!

Your Champion profile helps IHG send you Champion newsletters and

updates you need to know.

Get in the spotlight

Answer the callChampion calls allow Champions

to share tips and get inspired.

Update your quarterly action plan and unlock superhuman results.

Think like an action hero

Champion workshops are a great place to learn from fellow Champions and make their best practices your own.

Hang with the best

For more great tips on raising your Champion game go to Merlin: Source > Champions Corner and start chatting with other Champions on Champion Talk.

Your annual compliance training is an easy way to stay on top of it all.

Stay on top

The IHG Loyalty Champion Program®


are

3x m













Hang with the best



Stay on top


are

3x m













Hang with the best



Stay on top


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TOP TIP!Remember to use the support around you!

Speak to your General/Line Manager, and

use the resources available to you to connect with other

Loyalty Champions.

By now you will have a clear idea of what the role of Loyalty Champion is all about, and how you can be successful. In order to get ready, here is some guidance around what to do next to be fully prepared:

Complete the Essentials of Loyalty compliance training

Complete the Guest Arrivals Reports eLearning

Review training completed by all Front Desk team – ensure that

all the team is trained by 31st March each year

Download checklists and ensure all steps are completed on a daily/

monthly/quarterly basis

Review the performance of your hotel and create a Quarterly

Action Plan with team and General/Line Manager – submit this

in Performance Tracker

Review Champion Dashboard to see what activities you need

to complete to get to the next Champion level

Visit IHG Rewards Club Source to become familiar with the tools

and resources available on Champions Corner

Download annual calendar and fill in action items for each month

Section 7Next Steps

32

For specific Champion

role questions:

[email protected]

Section 7

Hotel Help DeskThe IHG Rewards Club Hotel Help Desk is designed to specifically assist hotels with IHG Rewards Club issues. Please have as much information about the issue as possible available before contacting the Hotel Help Desk to ensure quick and efficient resolution.

Note: When sending an email to the Hotel Help Desk you will receive a response within 24-hours.Email: [email protected]

AMER (US/Canada)8 a.m. to 11 p.m. Eastern Time, 7 days a weekPhone: 1-877-275-7258Fax: 1-801-606-5914TDD: 1-800-238-5544

MexicoPhone 001-800-272-9273Fax: 001-800-725-8232

South/Central America and CaribbeanPhone: 1-801-975-3063 (English)*Phone: 1-801-975-3013 (Spanish)*Fax: 1-801-974-3086**US toll charges apply

AMEA (Asia/Australasia)Tel: +63 2 857 8777Fax: +63 2 857 8787

Middle East and AfricaTel: +44(0) 871 942 9220Fax: +44 (0) 871 942 9103

Greater China:Tel: +800 999 8009 (for Mainland China)Tel: +86 21 2033 4921 (0700-2300, Mon - Sun)Email: [email protected]

EUR: Open 24 hours a day, 7 days a week.Tel: +44 203 34 99032 (international calling rates may apply)

Key Contacts

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Section 7

Reward Nights/Free Nights reimbursement To provide your occupancy/revenue reports for high end Reward/Free Night reimbursements: Email: [email protected]

EUROPE only - IHG Rewards Club application (enrollment) forms legal storage requirement.As a legal requirement, ALL HOTELS need to mail IHG Rewards Club application forms after enrollment of the guest in the system to:

IHG Rewards Club at Iron Mountain Docklands Data Centre, Leven Road, Poplar, London, E14 0LL, United Kingdom.

In view of data security, please take all responsible steps to ensure to keep the data safe:

● Include a return address on all packages sent (in the case that it becomes non deliverable)

● Use a ‘Non Window’ envelope ● Use a ‘Registered Delivery’ postal method

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