© 2016 IHG 12 January 2017 Private and confidential 1

Loyalty Champion Share & Learn

January 2017

Champion Training, Toolkits and More!

© 2016 IHG

REMINDER:Make sure your profile is

complete and accurate, and you’ve accepted the Terms &

Conditions in Source

Champions Corner: Create your Champion profile

2

Notes

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© 2016 IHG

Champions Corner

3

How to participate:• Ask questions, get updates,

share ideas

• You’ll receive an email when

someone responds to your post

• Use Hashtags and categories

• Participate and understand the

Rules of Engagement!

*Complete your profile and accept Terms & Conditions to

participate and make sure we can contact you

© 2016 IHG

Announcements

• Late Checkout: Reminder: this is now a benefit for Elite Members only; and they MUST book directly!

• Reward Night Reimbursement: Merlin Initiative tab Search for IHG Rewards Club Click on the link for that Initiatives page then click Hot Topics

• Updates to Performance Tracker dashboard & Action Plans

• Save the date for the InterContinental Ambassador call

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© 2016 IHG

Welcome Amenity Offers – US/CA

January 12, 2017 Private and confidential 5

InterContinental

Spire

Elite

600 points

OR

Drink Voucher

(approx. $20

retail value)

Platinum

Elite

600 points

OR

Drink Voucher

(approx. $15

retail value)

Gold

Elite

400 points

OR

Drink Voucher

(approx. $10

retail value)

Holiday Inn

Express

500 points OR

Choice of

drinks/snacks

from front desk

500 points

300 points

Crowne Plaza

600 points OR

Drink & Snack

Voucher OR

Club Lounge

Access

600 points OR

Drink Voucher

(approx. $5

retail value)

400 points OR

Drink Voucher

(approx. $5

retail value)

Hotel Indigo

600 points OR

Drink Voucher

(approx. $10

retail value)

600 points OR

Drink Voucher

(approx. $5

retail value)

400 points OR

Drink Voucher

(approx. $5

retail value)

EVEN

600 points OR

Cork & Kale

Drink Voucher

*Includes Signature

Cocktails, wine,

beer, smoothies

and non-alcoholic

beverages

600 points OR

Cork & Kale

Drink Voucher

*Includes house

wine, beer, and

bean to cup coffee

400 points OR

Cork & Kale

Drink Voucher

*Includes house

wine, beer, and

bean to cup coffee

Staybridge

Suites

500 points OR

Choice of 2

drinks/snacks

from front desk

500 points OR

Choice of 1

drinks/snacks

from front desk

300 points OR

Choice of 1

drinks/snacks

from front desk

Holiday Inn

500 points OR

Drink & Snack

Voucher

(approx. $10

retail value)

500 points OR

Drink Voucher

(approx. $5

retail value)

300 points OR

Drink Voucher

(approx. $5

retail value)

Candlewood

Suites

500 points OR

Choice of 2

drinks/snacks

from front desk

500 points OR

Choice of 1

drinks/snacks

from front desk

300 points OR

Choice of 1

drinks/snacks

from front desk

Note: For CN, due to local laws, hotels will only offer non-alcoholic beverages

*Note: Hotels in Canada will have non-alcoholic vouchers to give members as laws in Canada

prohibit the exchange of free alcohol

**Holiday Inn Club Vacations should continue offering points to Elite Members as you do

today

© 2016 IHG

Welcome Amenity: Next Steps

12 January 2017 Private and confidential 6

Next Steps:• Compliance: February 1st

• Use the Welcome Amenity tracker

• Remember that points are NOT auto-deposited

• Shipping second week of January:

• Initial supply of vouchers (Crowne Plaza, Hotel Indigo, Holiday Inn)

• Crowne Plaza Club Lounge Cards: Optional, if you don’t have a lounge or will not offer, discard these cards

• IHG Rewards Club bin (Holiday Inn Express, Staybridge Suites, Candlewood Suites, PAL)

• Order snacks and beverages in advance to supply the bin

• Deplete current inventory

• Order snacks and beverages in advance

© 2016 IHG

IHG Rewards Club Bin and Recommended Offerings –Holiday Inn Express, Staybridge Suites, Candlewood Suites, PAL

12 January 2017 Private and confidential 7

• Hotels will receive a branded bin to place drink and snack items in

• Drink and snack items:

• Recognized brand items only

• Should be purchased from existing distributors (i.e. Sysco) as part of the current procurement process

• List of recommended options are listed in the training materials

• Examples:

• 1.0 oz bag of potato chips

• 1.5 oz chocolate bar

• 1.5 oz power bar or granola bar

• 12 oz water or soda

© 2016 IHG

Welcome Amenity Resources

Merlin Initiatives IHG Rewards Club Hot Topics

.

• Reference the December Share & Learn on Source for more details

• Continue the conversation on Champions Corner using #WelcomeAmenity

© 2016 IHG

NEW Training Modules

© 2016 IHG

Essentials of Loyalty Compliance Training

© 2016 IHG

Team Training Scoreboard

12 January 2017 Private and confidential 11

Module 1 Module 2 Module 3 Module 4 Module 5 Module 6 Module 7

General

Manager

Loyalty

Champion

________

________

________

________

________

________

________

________

• Enter the date you completed each Training Module next to your name

• Team members in grey are required to meet standards. Those in orange are above and

beyond! Our goal: Train our entire front desk team!!

• Modules that show as completed in myLearning will show as completed in Performance

Tracker on the 20th of the following month

© 2016 IHG

Team Training Scoreboard: Above & Beyond

12 January 2017 Private and confidential 12

Module 1 Module 2 Module 3 Module 4 Module 5 Module 6 Module 7

________

________

________

________

________

________

________

________

________

________

________

________

© 2016 IHG

What to Know and Where to Go

Merlin MyLearning IHG Rewards Club Training Solutions

.

© 2016 IHG

The Loyalty Champion Roadmap

© 2016 IHG

NEW CHAMPIONS

New Champion Orientation

• Welcome new Champions!

• Dedicated eLearning module to get you started in your new role

• Help you navigate and understand the tools and resources available

• Merlin> myLearning > New Loyalty Champion Orientation

• Course ID:00047990

© 2016 IHG

CLUB

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 10-

minute Trainers

on topics such as

Member

Recognition

© 2016 IHG

GOLD

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

• Have regular 1:1 meetings with

General/Line Manager

• Participle 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

• Cover a variety of behavioral topics

such as motivation, communication,

tips for training your team

• Attend the annual virtual conference

© 2016 IHG

PLATINUM

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 (These Standards include: Reward Night, Training, Member Recognition, Enrollments)

Magic Touches

• Attend our annual Virtual

Conference

• Attend a face to face or

virtual training

• Become involved in a

Regional project as a

Loyalty expert

• Or get involved in our

Buddy Program!

© 2016 IHG

NEW Loyalty Champion Toolkit

Toolkit Contents:

• About the Role

• My Development

• Measuring Loyalty

• New Loyalty Champion Toolkit: Getting Organized

• Loyalty Champion Checklists

• Habits of Highly Successful Loyalty Champions

• Next Steps

© 2016 IHG

NEW Loyalty Champion GM Toolkit

Toolkit Contents:

• About the Role

• Loyalty Champion Development

• Measuring Loyalty

• GM Checklist

• New Loyalty Champion: Getting Organized

• Loyalty Champion Checklists

• Habits of Highly Successful Loyalty Champions

• FAQs

© 2016 IHG

My Calendar Planner: Champions & GMs

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

12 January 2017 Private and confidential 21

© 2016 IHG

Where to Find the Toolkits

Source Champions Corner Champions Corner Downloads

© 2016 IHG

Champion Development

12 January 2017 Private and confidential 23

Notes

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© 2016 IHG

Loyalty Champion – Action Plans

• Action plans require 4 vital steps in order to be finalized

• Follow the instructions for each step carefully, making sure that each step is completed with

a check mark as you make progress

• Action Plans are completed once they are finalized and all 4 sections are checked

Completed Step

Incomplete Step

© 2016 IHG

Loyalty Champion – Action Plans

© 2016 IHG

Action Plan

12 January 2017 Private and confidential 26

Notes

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© 2016 IHG

Done in Q1 Challenge

Set Your Team Up For Success:

1. Make sure your hotel has an active CLUB Champion

2. Your hotel must pass ALL standards

for the quarter:1. Training done in Q1

2. Welcome Amenity

3. Recognition

4. Enrollments

5. Reward Nights

3. Stay on top of winning metrics!

© 2016 IHG

Take Action

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What to do in January:

• Prepare your team for the Welcome Amenity enhancements

• Complete Compliance Training by March 31, 2017

• Have New Champions complete the new Champion

Orientation

• Develop your Q1 Action Plan

• Download the Champion Toolkits

• Look for more information on the Champion Challenge!

Attendance: tinyurl.com/January2017ChampAttendance Must be completed whether you attend live or recorded