© 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
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© 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