IHG REWARDS CLUB MEMBER CARDS

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2 IHG REWARDS CLUB MEMBER CARDS CLUB LEVEL GOLD ELITE (Stay up to 9 qualifying nights or 9,999 qualifying points in a calendar year) Collect points, miles or other partner credits Extended check-out until 2:00 PM (when requested and available) Free Internet Exclusive Rates (Your Rate) (Stay 10 qualifying nights or 10,000 qualifying points in a calendar year) All CLUB benefits, PLUS Priority Check-In SM on guaranteed reservations 10% bonus points on base points Access to exclusive Gold Elite customer service phone number Choice of Welcome Amenity (based on regional standard) Elite Members Points Don t Expire PLATINUM ELITE SPIRE ELITE (40 qualifying nights or 40,000 qualifying points in a calendar year) All CLUB benefits, PLUS Priority Check-In on guaranteed reservations (when available) Complimentary room upgrade (when available) Guaranteed room availability (72 hours in advance) 50% bonus points on base points Access to exclusive Platinum Elite customer service phone number Roll-over nights for Elite qualification Choice of Welcome Amenity (based on regional standard) Elite Members Points Don t Expire (75 qualifying nights or 75,000 qualifying points in a calendar year) All CLUB benefits, PLUS Priority Check-In on guaranteed reservations Complimentary room upgrade (when available) Guaranteed room availability (72 hours in advance) 100% bonus points on base points Access to exclusive Spire Elite customer service phone number Roll-over nights for Elite qualification Elite Members Points Don t Expire Welcome Amenity (based on regional standard, same Amenity that is offered to Platinum members) Annual Qualification Choice benefits (upon reaching Spire Elite status) 25,000 bonus points or Gift Platinum Elite status for a year AMER version: JUNE 2016

3 INTERCONTINENTAL AMBASSADOR PROGRAM GOLD AMBASSADOR PLATINUM AMBASSADOR SPIRE AMBASSADOR (Automatic Elite status for new activation) Automatic IHG Rewards Club GOLD Elite benefits for new members, PLUS Increased recognition and hotel benefits at InterContinental Hotels Membership: US$200 to join (Stay 40 Qualifying Nights; Earn 40,000 Qualifying Points) All IHG Rewards Club PLATINUM Elite benefits, PLUS Exclusive hotel benefits and recognition at InterContinental Hotels Membership: US$200 to join (Stay 75 Qualifying Nights; Earn 75,000 Qualifying Points) All IHG Rewards Club SPIRE Elite benefits, PLUS Exclusive hotel benefits and recognition at InterContinental Hotels Membership: US$200 to join ROYAL AMBASSADOR AMBASSADOR TEMPORARY All IHG Rewards Club SPIRE Elite benefits, PLUS Exclusive hotel benefits and recognition at InterContinental Hotels BY INVITATION ONLY Expires three months from the activation date Member type must be verified in HOLIDEX Plus IHG BUSINESS REWARDS IHG Business Rewards is a global loyalty program that awards individuals who book business meetings, events and /or guest rooms with 3 IHG Rewards Club points for every US$1. An extension to IHG Rewards Club, members also earn up to 10 points per US$1 for personal stays and enjoy the same great benefits as an IHG Rewards Club member. Earn points when you book for others in your IHG Rewards Club Account Access to exclusive members-only offers and promotions Book at your choice of IHG brands at participating hotels across the globe No booking thresholds and no minimum qualifying spend to earn points AMER version: JUNE 2016

4 TABLE OF CONTENTS PROGRAM OVERVIEW...2 EARNING POINTS, MILES OR PARTNER CREDITS... 4 INTERCONTINENTAL AMBASSADOR... 6 IHG BUSINESS REWARDS... 7 STANDARDS OVERVIEW...9 STANDARDS DETAIL...11 LOYALTY CHAMPION SIGNAGE & APPLICATIONS VERIFYING POINT BALANCE EXTENDED CHECK-OUT...13 FREE INTERNET PRIORITY CHECK-IN WELCOME AMENITY... HOTEL ROOM UPGRADES GUARANTEED ROOM AVAILABILITY... MEMBER RECOGNITION... R EWARD NIGHT... ENROLLMENTS... TRAINING... ADMINISTRATIVE FUNCTIONS...20 INTRODUCTION TO LOYALTY PENDING UPDATES (LPU)... DAILY LPU CHECKLIST... INVOICE BILLING... ENROLLING NEW MEMBERS... INSTANT ENROLLMENT... UPDATING A MEMBER PROFILE... ENROLLING EMPLOYEES... REDEMPTION FOR HOTEL STAYS... REWARD NIGHT/FREE NIGHT HOTEL POINT DEPOSIT... MARKETING TOOLS.... APPENDIX A (IHG REWARDS CLUB SOURCE)... APPENDIX B (ENROL FOR REWARDS).... APPENDIX C (HOW TO ORDER & ENFORCEMENT TIMELINE) APPENDIX D (TAX REIMBURSEMENT RULES & GUIDELINES) APPENDIX E (QUALIFYING RATE CHART) APPENDIX F (HOTEL OPERATIONS) APPENDIX G (GUEST ARRIVALS REPORTS) FAQS InterContinental Hotels Addendum AMER version: JUNE

5 IHG REWARDS CLUB Unifying the InterContinental Hotels Group (IHG) global portfolio of more than 5,000 hotels in nearly 100 countries, IHG Rewards Club spans eleven of the most trusted hotel brands in every pricing tier, from upscale to extended stay. IHG Rewards Club provides more member-preferred features than any other hotel loyalty offering, combining more sought-after benefits into one powerful program that is simple and easy. PURPOSE The purpose of this IHG Rewards Club and Reference Guide is to provide you with IHG Rewards Club program techniques and strategies that MUST be delivered to all our IHG Rewards Club members. It is vital to make our IHG Rewards Club program a priority at your hotel. All InterContinental Hotels Group brands' participation is mandatory in delivering IHG Rewards Club privileges at all hotels to our IHG Rewards Club members. The IHG Rewards Club Reference Guide should be used in all day-to-day IHG Rewards Club processes and activities. PROCESS PROGRAM OVERVIEW You must be consistent in following all IHG Rewards Club program standards, as consistency is critically important to our members. Your compliance with these standards is essential to ensure we retain these valuable members each time they stay at an IHG hotel. IHG Rewards Club standards are measured and enforced to ensure consistency in the way program benefits are delivered to our members. These standards are measured in various ways including performance metrics, HeartBeat, quality consultant visits, active monitoring and periodic checks. You must comply with all IHG Rewards Club brand standards. Non-compliance may subject you to fees or cause your license agreement to be placed in default. WHY ARE IHG REWARDS CLUB MEMBERS IHG S MOST VALUABLE GUESTS? IHG Rewards Club remains the world s largest hotel loyalty program with over 94 million members. IHG Rewards Club members generated more than 65.5 million nights and US$8 billion in room revenue worldwide in When compared to non-members, IHG Rewards Club members: Pay More: Members pay a 5% ADR Premium vs. non-members 1 o Revenue generated by IHG Rewards Club members represents close to 40% of hotels revenues 4. Stay Longer: Members generate a length of stay premium of 16% vs. non-members 1 Cost Less: IHG Rewards Club members are more than 3.5 times more likely to book through a lower cost channel than non-loyalty members. oo Lower cost channels include Web or CRO which don t have booking fees like OTA and GDS channels. In addition:. Members rate their hotel experience higher than non-members. Overall satisfaction scores (OSAT) are 1.4% higher on average vs. non-members 2 Members are more Likely to Recommend vs. non-members giving a 2% better score to HeartBeat question on Likelihood to Recommend 2 Members are more likely to Return to the Brand vs. non-members giving a 2% better score to Heartbeat question on Likelihood to Return to Brand 2 Members are 4 times more likely to post online hotel reviews on social media vs. non-members 1 IHG Rewards Club was named: Best Hotel Rewards Program in the World for 11 years in a row by Global Traveler magazine Best Hotel Loyalty Program worldwide by Premier Traveler magazine for our wide variety of point earnings and redemption opportunities, unique program offerings and outstanding promotions. 1 Full Year HeartBeat by region rolling year May Month Snapshot 4 As of Aug AMER version: JUNE 2016

6 PROGRAM OVERVIEW MEMBER LEVELS Member Level Annual Qualification Requirement Club Up to 9 qualifying nights or 9,999 qualifying points in a calendar year Gold Elite 10 qualifying nights or 10,000 qualifying points in a calendar year Platinum Elite 40 qualifying nights or 40,000 qualifying points in a calendar year Spire Elite 75 qualifying nights or 75,000 qualifying points in a calendar year IHG REWARDS CLUB HOTEL BENEFITS AT A GLANCE Benefits CLUB GOLD PLATINUM SPIRE Free Internet n n n n Reward Night/Free Nights count toward earning Elite Status n n n n Platinum and Spire Elite Roll-Over Nights n n Collect Points or Miles n n n n Extended Check-Out until 2pm n n n n Exclusive Rates (Your Rate) n n n n Elite Members Points Don t Expire n n n Priority Check-in n n n Complimentary Room Upgrades at Check-in (if available) n n Guaranteed Room Availability (72 hours in advance) n n Exclusive Elite customer service phone line n n n Bonus on base points earned 10% 50% 100% Over 5,000 locations to redeem and earn n n n n No blackout dates for Reward Night/Free Nights n n n n Faster rewards by using a combination of Points & Cash n n n n IHG Rewards Club Concierge n n n n Earn Points Even Faster with Partners n n n n Welcome Amenity Choice (based on Regional standard) n n n Upon annual qualification of Spire Elite, choice of 25,000 bonus points OR gift of Platinum Elite status to a friend for a year Exclusive Hertz Gold Plus Rewards Five Star Upgrade Upon Receiving Status 3 n n AMER version: JUNE 2016

7 . Points in Member accounts do not expire for all current Elite members, although all of their points may expire twelve (12) months after their account moves to Club level from an Elite level without earn or redeem activity. Members receive 2,000 points for Qualifying stay at InterContinental Alliance Resorts worldwide. Points are earned on eligible charges billed to the room folio. Eligible charges include Qualifying Room Rates, Food and Beverage, Telephone, Laundry, and In-room Movies. If the rate booked is not a Qualifying Room Rate, guests will not earn points for the room, but will still earn points on eligible full folio items, with the exception of OTA (online travel agency) rates which do not qualify for any points including ancillary spend at the hotel. Other eligible charges are at the individual hotel s discretion. Please refer to Appendix E Qualifying Rate Chart for a list of Qualifying Room Rate Categories. EXCLUSIVE RATE (YOUR RATE) Our members are eligible to book exclusive rates provided the member books his or her stay at an IHG hotel through one of the IHG channels, including the front desk. Availability of member-exclusive rates varies by brand and region. 4 AMER version: JUNE 2016 PROGRAM OVERVIEW EARNING IHG REWARDS CLUB POINTS

8 PROGRAM OVERVIEW EARNING AIRLINE MILES OR PARTNER CREDITS IHG Rewards Club members who are also members of a partner airline frequent-flyer club may choose to earn miles instead of points for every qualifying stay. Mileage earning rates may vary per airline. For additional information please visit ihg.com/rewardsclub, Select Earn, Select Airline Miles IHG REWARDS CLUB NUMBERS IN RESERVATIONS For members to receive their points or miles, their IHG Rewards Club member number must be in the reservation in the HOLIDEX Plus system and in the guest information record in your hotel s Property Management Systems (PMS). For instructions on how to add an IHG Rewards Club member number to the HOLIDEX Plus reservation, go to Merlin and view the HOLIDEX Plus Information Center. For instructions on how to add a IHG Rewards Club member number to an existing reservation record in your PMS, refer to your Property Management System manual. CHANGING COLLECTION PREFERENCE IHG Rewards Club members can collect points or miles on qualifying stays but not both simultaneously. Members can change their collection preference at any time from points to miles, miles to points or change from one preferred partner alliance program to another for future stays at or by contacting the IHG Rewards Club Service Center. IHG Rewards Club points may be converted to miles but only selected airline partners allow miles to be converted to points. Once miles or partner credits have been posted to a member s airline account, they cannot be changed. 5 AMER version: JUNE 2016

9 INTERCONTINENTAL AMBASSADOR KEY BENEFITS Ambassadors receive IHG Rewards Club Gold Elite, Platinum Elite.r Spire Elite benefits at all non InterContinental Hotels & Resorts. Ambassador Membership Highlights Ambassador is a loyalty program that targets and rewards InterContinental Hotels & Resorts' guests only. US$200 buys membership of the Ambassador program for one year From US$150 annual fee to renew Core member benefits include guaranteed room upgrade, free weekend night voucher, 4 PM check-out, fruit and daily water, one complimentary Pay-TV film per stay Members also earn 10 IHG Rewards Club points per $1USD PROGRAM OVERVIEW Royal Ambassador Membership Benefits Royal Ambassador is by invite only Guaranteed room upgrade to suite, executive room or club room (with club access) Complimentary mini-bar beverages (Mini-Bar beverages are complimentary up to a maximum of $100 per stay for InterContinental Alliance Resorts) 8 am early check-in Guaranteed room availability (24 hours notice required) Royal Ambassadors receive Spire Elite benefits when staying at HUALUXE, Crowne Plaza, Hotel Indigo, EVEN, Holiday Inn, Holiday Inn Express, Staybridge Suites, Candlewood Suites. 6 AMER version: JUNE 2016

10 PROGRAM OVERVIEW IHG BUSINESS REWARDS IHG Business Rewards is IHG's business loyalty program that rewards individuals 3 IHG Rewards Club points for every US$1 equivalent spent for booked and consumed guest rooms, meetings and events at IHG hotels. Hotels will be able to use IHG Business Rewards as a negotiation tool to close business. This is a cost effective business tool, helping hotels to close business and build long term relationships with bookers. As an extension of IHG Rewards Club, members will also enjoy the benefits of IHG Rewards Club when they use IHG Business Rewards to place their business bookings at IHG participating hotels - even when they don t stay themselves. IHG Business Rewards benefits to hotels: 1. Attract members to book directly with IHG hotels and therefore drive more revenue and profit to the hotels 2. Single global solution to reward bookers for accommodation and meetings consumed at IHG participating hotels 3. Prospecting and closing tool that rewards customers and helps hotels to win the business 4. No booking threshold - easier to promote it to smaller groups and individual accommodation bookings 5. Manage members' bookings and award points through LoyaltyConnect IHG Business Rewards benefits to members: 1. One account per member with one number. The same card will be used to book on behalf of someone and to stay. 2. No booking thresholds and no minimum qualifying spend* to earn points 3. Book at their choice of IHG brands across the globe at participating hotels 4. Access to exclusive members-only offers and promotions 5. Access to all of the redemption options available in our IHG Rewards Club global catalogue One account, one number, one card to manage IHG Business Rewards members will earn points from bookings made on behalf of others directly to their IHG Rewards Club account. Points earned through IHG Business Rewards count towards Elite status. With Elite status members will receive IHG Rewards Gold Elite, Platinum Elite or Spire Elite benefits when they stay with IHG. 7 AMER version: JUNE 2016

11 .Qualifying Spend Qualifying spend for IHG Business Rewards includes guest rooms, meetings and events, conference rooms, food and beverage service linked to meetings and conferences, and all-inclusive meeting packages. Meeting Room Rental if rental is charged on any meeting space and charged to the bookers account, this is included in the total Qualified spend for the meeting. F&B (non-room revenue) F&B charges that are charged to the bookers account is Qualified Spend. Charges billed to an individual attendee s guest room do not count as Qualified F&B charges for the booker. Group Rooms Revenue This is calculated by multiplying the number of consumed room nights in the group block by the negotiated room rate whether it is paid by the booker, or individually by attendees. All negotiated group rates for business bookings are Qualified rates. Taxes, gratuities, service Fees, outside vendor/supplier fees (A/V, flowers, décor, etc.) and other charges billed to individual attendee guest rooms or paid by attendees are not eligible for IHG Rewards Club points. Please note: IHG Rewards Club points will not be issued to individual IHG Rewards Club members who are attendees of a group block or meeting for their stay if their individual room bill is paid through a master account. For full terms and conditions, visit PROGRAM OVERVIEW Awarding Points to a Member Members of IHG Business Rewards will be awarded points for their business, meeting and event bookings via LoyaltyConnect. You can learn about how to use LoyaltyConnect for IHG Business Rewards by taking the elearning module 3 via mylearning on Merlin, or by going through the IHG Business Rewards LoyaltyConnect job-aids available on the initiative page For further information on IHG Business Rewards, please visit the IHG Business Rewards Initiative page on Merlin on 8 AMER version: JUNE 2016

12 STANDARDS OVERVIEW Enrollment Standard Member Recognition Standard Overview The minimum quarterly qualified enrollment quota for new IHG Rewards Club members, based on IHG Brand affiliation and hotel size, must be met. If no IHG Rewards Club number appears on the guest reservation, the guest must be asked if they are a member at Check in. All Front Desk colleagues must greet IHG Rewards Club members using their name, recognizing their membership and IHG Rewards Club status at Check in. Reward Night Reward Night reservations must be accepted. IHG Rewards Club Training General Managers and Front Desk Colleagues must complete IHG Rewards Club training within 90 days of commencement of employment. Loyalty Champion A Loyalty Champion must be nominated in each hotel. Signage and Applications A Welcome IHG Rewards Club Members sign must be displayed visibly at the front desk at all times at all Holiday Inn Express, Staybridge Suites, Candlewood Suites and IHG Army Lodging hotels. A Your Elite check in begins here sign must be displayed visibly at the front desk at all times at all InterContinental, HUALUXE, Crowne Plaza, Holiday Inn, Hotel Indigo and EVEN Hotels. 9 AMER version: JUNE 2016

13 Standard Verifying Points Balance Extended Check-Out Free Internet Standard Overview IHG Rewards Club members must be provided with their IHG Rewards Club points balance when requested. Extended Check out until 2:00PM must be granted to all IHG Rewards Club members upon request, subject to availability and at no additional charge. The standard level of internet access must be extended in public areas, at no cost, to all IHG Rewards Club members visiting the hotel who have no room reservation. The standard level of internet access must be provided for the duration of the guest s stay at no additional cost to all validated IHG Rewards Club members at Check in. STANDARDS OVERVIEW Priority Check-In Priority Check in service must be provided to IHG Rewards Club Spire Elite, Platinum Elite and Gold Elite members. Welcome Amenity IHG Rewards Club Gold Elite, Platinum Elite and Spire Elite members must be offered an IHG Rewards Club Welcome Amenity, per guest room, at Check in. Hotel Room Upgrades An upgrade to the next best available room must be offered to Spire Elite and Platinum Elite members based on room availability. Guaranteed Room Availability When a Spire Elite or Platinum Elite Member makes a guaranteed room reservation through the IHG Rewards Club Service Center, the hotel must guarantee one room for the Member s personal use. Refer to Appendix F for additional information. 10 AMER version: JUNE 2016

14 STANDARDS DETAIL LOYALTY CHAMPION The Loyalty Champion Program was developed to have a single point of contact to ensure IHG Rewards Club is the best it can be at each hotel. The Loyalty Champion is responsible for leading the front desk team in delivering a great Guest Experience and driving Loyalty revenue at the hotel locally. Standard A Loyalty Champion must be nominated in each hotel. They must be nominated and trained no later than two weeks prior to the hotel opening. They must be assigned on IHG Rewards Club Source by the General Manager (or their nominated delegate). They must complete the Loyalty Champion Profile on Champions Corner. They must complete all required IHG Rewards Club and Loyalty Champion training within 2 weeks of being nominated. They must attend scheduled Champion webinar sessions. If the Loyalty Champion stops working at a hotel, the General Manager must nominate a new Loyalty Champion within 2 weeks of the departure of the previous Champion. Guideline: In larger hotels two Loyalty Champions may be nominated per hotel. Standard specifications A Loyalty Champion must carry out the following duties: Monitoring IHG Rewards Club standards performance Managing enrollment programs Ensuring all Front Desk and new colleagues complete IHG Rewards Club training Ensuring consistent delivery of IHG Rewards Club member benefits at the hotel 11 AMER version: JUNE 2016

15 SIGNAGE AND APPLICATIONS It is important that you be able to instantly recognize our IHG Rewards Club members when they arrive at the hotel. In addition to a warm personal greeting, displaying appropriate IHG Rewards Club signage will make them feel welcomed upon check-in. Standard A Welcome IHG Rewards Club Members sign must be displayed visibly at the front desk at all times at Holiday Inn Express, Staybridge Suites and Candlewood Suites hotels. A Your Elite check in begins here sign must be displayed visibly at the front desk at all times at all InterContinental, HUALUXE, Crowne Plaza, Holiday Inn, Hotel Indigo and EVEN Hotels. At HUALUXE & EVEN Hotels, welcome sign must be displayed on the screen in the retail space. STANDARDS DETAIL IHG REWARDS CLUB SIGNAGE REQUIREMENTS CP IN HI EX SB CW VN Your Elite Check-In Begins Here X X X X Welcome IHG Rewards Club Members X X X VERIFYING POINT BALANCE Standard IHG Rewards Club members must be provided with their IHG Rewards Club points balance when requested. Guidelines: a) Colleagues can obtain a member's point balance from LoyaltyConnect or the Guest Arrivals Report found in IHG Reporting. Use LoyaltyConnect to search by member number to display the IHG Rewards Club member's profile. 12 AMER version: JUNE 2016

16 STANDARDS DETAIL EXTENDED CHECK-OUT Standard Extended check out until 2:00PM must be granted to all IHG Rewards Club Members upon request, subject to availability, and at no additional charge. Guidelines : a) Front Desk colleagues should ask arriving guests whether they will require an extended Check out during the Check in process. b) A later Check out than 2:00pm may be offered, if appropriate to the market. FREE INTERNET IHG was the first hotel group to offer free internet, globally, to all loyalty members. Members are our most valuable guests and we want them to enjoy a quality experience so they keep coming back. That is why the free internet benefit is so important. Standard The standard level of Internet access must be provided for the duration of the guest s stay at no additional cost to all validated IHG Rewards Club members at Check in. The standard level of Internet access must be extended in public areas, at no cost, to all validated IHG Rewards Club members visiting the hotel who have no room reservation. PRIORITY CHECK-IN Check-in isn t just about the process of getting a room key; it s an important first point of contact our members have with your frontline team. IHG Rewards Club members expect this initial experience with team members to be positive and professional but more importantly memorable. Standard Priority Check-in service must be provided to IHG Rewards Club Gold Elite, Platinum Elite and Spire Elite members.. A separate Check in area at Front Desk must be provided at Holiday Inn, Crowne Plaza, Hotel Indigo, HUALUXE and EVEN hotels. Prior to the guest s arrival their room must be assigned. Prior to the guest s arrival their key wallet and registration card must be prepared. A colleague must be available to manage and check in IHG Rewards Club Gold Elite, Platinum Elite and Spire Elite members in this area at all times at Holiday Inn, Crowne Plaza, Hotel Indigo HUALUXE and EVEN hotels. 13 AMER version: JUNE 2016

17 Operating Procedures: Pre-Registration:.o make our IHG Rewards Club Elite Members feel welcomed, please refer to the following. 1. Each morning hotels should retrieve the Guest Arrival List through the hotel PMS and/or review the Guest Arrivals Report available in Merlin to identify IHG Rewards Gold Elite, Platinum Elite and Spire Elite Members arriving at the hotel. Hotels should pre-register all IHG Rewards Club Gold Elite, Platinum Elite and Spire Elite members who make guaranteed reservations prior to 8:00am on the day of arrival Determine room type availability and use the arrivals list to pre-assign rooms to arriving Gold Elite and pre assign upgraded rooms, if available, to Platinum Elite and Spire Elite members. Please be sure to review any stay preferences or special requests and deliver on these where possible. Coordinate with Housekeeping staff to prioritize rooms so they are ready for guest arrival. Print registration cards and prepare room keys. Use the approved IHG Rewards Club Key Jacket to store the key and registration card and file alphabetically in a convenient location at the front desk. STANDARDS DETAIL Welcome: The right greeting gives our guests a positive impression of our service from the beginning of their stay. Gold Elite, Platinum Elite and Spire Elite members are proud of their status and want to be recognized for it they want to feel valued and special. 1. During check-in, greet Gold Elite, Platinum Elite and Spire Elite guests by name and recognize their Elite membership status. 2. Let Gold Elite, Platinum Elite and Spire Elite guests know that you were expecting them and that their room has already been prepared from them. WELCOME AMENITY The IHG Rewards Club Welcome Amenity standard is designed to drive consistency and recognize our Elite IHG Rewards Club members with a Welcome Amenity at check-in. Receiving a consistent Welcome Amenity offering with preferred options is a factor that influences our guest s choice to stay at an IHG hotel. Standard IHG Rewards Club Gold Elite, Platinum Elite and Spire Elite members must be offered an IHG Rewards Club Welcome Amenity, per guest room, at Check in. No other welcome amenity options should be offered. Welcome Amenities should not be offered to Club status members unless in Mexico, Latin America and Caribbean. The snack and bottled water should be placed in an IHG Rewards Club branded bag. Note: At InterContinental hotels, the snack and bottled water should be delivered in an IHG Rewards Club branded bag during turn down service. o For Day Rate reservations, the IHG Rewards Club branded bag and amenity must be delivered at Check In. Guidelines: Colleagues should ensure IHG Rewards Club Elite Status members understand they are receiving the Welcome Amenity in acknowledgement of their membership status. 14 AMER version: JUNE 2016

18 STANDARDS DETAIL United States, Canada and at all InterContinental Brand hotels in AMER Brand IHG IHG Rewards Rewards Club Club Platinum Platinium Elite Elite and Spire Elite Points OR Points OR Amenity Amenity 600 One (1) approved IHG Rewards Club snack AND one (1) bottled water (500ml/ 16.9oz) 600 One (1) approved IHG Rewards Club snack AND one (1) bottled water (500ml/16.9oz) 400 OR 500 one (1) Free Drink Voucher 300 IHG Rewards Club Gold Elite Points OR Amenity One (1) approved IHG Rewards Club snack AND one (1) bottled water (500ml/ 16.9oz) 400 One (1) approved IHG Rewards Club snack AND one (1) bottled water (500ml/16.9oz) OR one (1) Free Drink Voucher 500 One (1) approved IHG Rewards Club snack AND one (1) bottled water (500ml/ 16.9oz) 300 One (1) approved IHG Rewards Club snack AND IHG one (1) bottled water (500ml/ 16.9oz) For Mexico, Latin America and Caribbean hotels: Consult your IHG Rewards Club Loyalty contact for the branded bottle of water and snack recommendation. The guest may select two of the same options. The snack(s) and/or bottled water(s) must be delivered in an IHG Rewards Club branded bag during turn down service. 15 AMER version: JUNE 2016

19 HOTEL ROOM UPGRADES Upgraded rooms are very important to Platinum and Spire Elite member s. Although a suite or club floor may not always be available, Platinum Elite and Spire Elite Members should be e upgraded to o next t best b t available e room m on every stay. It is also important to TELL the Platinum Elite and Spire Elite Member that he/she is being given an upgrade during check-in. Standard An upgrade to the next best available room must be offered to Platinum and Spire Elite Members based on room availability. Room upgrades must be pre-assigned prior to the Platinum Elite and Spire Elite member arriving at the hotel. Colleagues must tell the Platinum Elite and Spire Elite member that they have been upgraded during Check-in. Upgrades only apply to the Platinum Elite and Spire Elite Member s personal room. When an upgraded room is not available, colleagues must politely inform the Platinum Elite and Spire Elite guest that this benefit is not available during this particular stay. STANDARDS DETAIL Guidelines: Upgrades might include rooms on higher floors, corner rooms, newly renovated rooms, suites or rooms with a preferred view. GUARANTEED ROOM AVAILABILITY Platinum Elite and Spire Elite Members are our most valuable guests. As a privilege exclusive to them, Platinum Elite and Spire Elite members may contact the IHG Rewards Club Service Center 72 hours prior to arrival to obtain a room in high-demand situations. Standard The Platinum Elite and Spire Elite Room Availability Guarantee must apply when a Platinum and Spire Elite member makes a guaranteed room reservation through the IHG Rewards Club Service Center. The Platinum Elite and Spire Elite member must not be charged a room rate higher than the Best Flexible rate. Exceptions are allowed during special events that result in extraordinary room demand, however they must be set up in the Central Reservation System (CRS), currently named HOLIDEX Plus system in advance, with a maximum of 10 dates a year. Guidelines: The Platinum Elite and Spire Elite member is not entitled to a rate lower than the Best Flexible rate. If the reservation was made less than 72 hours prior to arrival, the hotel is not obliged to accept the booking. Note: Platinum Elite and Spire Elite members who call the hotel directly should be referred to the IHG Rewards Club Service Center for booking Guaranteed Room Availability rooms. Remember, these are valuable guests exercising a benefit important to them. Treat them with the recognition and respect they deserve. 16 AMER version: JUNE 2016

20 STANDARDS DETAIL MEMBER RECOGNITION A defining moment of the IHG Rewards Club experience is the recognition of the guest as a IHG Rewards Club member at check-in. Please review the IHG Rewards Club Check-In Experience training for a detailed overview of Member Recognition. Standard All Front Desk colleagues must greet IHG Rewards Club members using their name, recognising their membership and IHG Rewards Club status at Check in. Each morning colleagues must retrieve the IHG Rewards Club guest arrival list from the Property Management System (PMS) or Central Reservation System (CRS), currently named Holidex Plus, and identify IHG Rewards Club members, including differentiating between membership levels, due to arrive at the hotel. Hotels must maintain a 3 month cumulative score of 75% YES or higher in response to the question regarding whether or not the guest was recognized as a IHG Rewards Club member and their status at Check-in. All members must be provided with the appropriate IHG Rewards Club key wallet. Guideline: Colleagues should refer to the IHG Rewards Club Reference Guide on how to recognize Gold Elite, Platinum Elite and Spire Elite members. REWARD NIGHT For our members, using points for a Reward Night is a primary reason they have joined our program. They have spent many nights and generated significant revenue to our hotels, and now it is time to reward them for their loyalty. Standard Reward Night reservations must be accepted. The Platinum Elite and Spire Elite Room Availability Guarantee does not apply to Reward Night reservations. A Reward Night reservation includes the room and applicable tax rates. All other costs incurred are chargeable to the guest, unless they relate to an IHG Rewards Club benefit. Note: Reward Night should not be viewed as free stays. Reward Night should be a celebration of thanking the guest for their loyal patronage. 17 AMER version: JUNE 2016

21 ENROLLMENTS Since members enrolled in one hotel usually spend the majority of subsequent nights at other hotels, the effectiveness of IHG Rewards Club can only be maximized if all hotels enroll new members. In fact, 39% of your hotel s IHG Rewards Club nights were generated by members who enrolled at another IHG hotel. New members are the program s lifeblood. Every new member enrolled into IHG Rewards Club represents an opportunity for the enrolling hotel and the IHG system to capture incremental share from that guest.. Standard The minimum quarterly qualified enrollment quota for new IHG Rewards Club Members, based on brand affiliation and hotel size, must be met. Colleagues must obtain each guest's permission prior to enrolling them in IHG Rewards Club. The enrollment date must be within one day before check in and one day after check out. The enrolling guest must have stayed at the hotel specified as the enrolment property. For approved Detailed Check Out hotels the new IHG Rewards Club membership number must be added to the guest reservation record in the Property Management System (PMS) prior to Check out. For non Detailed Check Out hotels the new IHG Rewards Club membership number must be added to the guest reservation record in Central Reservation System (CRS) currently named Holidex Plus prior to Check Out. STANDARDS DETAIL 2016 Quarterly Enrollment Goal Standard If no IHG Rewards number appears on the guest reservation, the guest must be asked if they are a member at Check in. If the guest is not a member, the guest must be asked if they are interested in joining the IHG Rewards Club program. IHG Rewards Club application forms must be readily available, but not displayed, at the front desk. Guideline: If the guest is already a member, but no membership number is included on their reservation, colleagues should ask for their membership number or look it up on LoyaltyConnect. 18 AMER version: JUNE 2016

22 STANDARDS DETAIL IHG REWARDS CLUB TRAINING Nothing great happens for our guest until an employee of our hotel makes it happen. Developing and educating employees is vital to the continued success of IHG Rewards Club in our hotel and the overall IHG Rewards Club program. By conducting IHG Rewards Club Training, your employees will know how to do their job, following IHG Rewards Club Standards with self-confidence. But the true benefits of training are the connection employees will feel with the IHG Rewards Club program and pride in delivering the program to our members. Standard General Managers and Front Desk Colleagues must complete IHG Rewards Club training within 90 days of commencement of employment. Guideline: All other guest facing colleagues should complete IHG Rewards Club training within 90 days of commencement of employment. Standard General Managers and Front Desk Colleagues must complete IHG Rewards Club refresher and on-going training upon notification from IHG. Guideline: All other guest facing colleagues should complete IHG Rewards Club refresher and on-going training upon notification from IHG. Training for 2016 Training must be completed annually. To achieve completion of the 2016 IHG Rewards Club Training Standard, please refer to the information below: Crowne Plaza, Holiday Inn, Hotel Indigo, EVEN Hotels: 1. Four (4) hotel employees, which should include the General Manager and the Loyalty Champion, must complete: 1 IHG Rewards Club The Fundamentals, 2 - LoyaltyConnect module, and 3 - the IHG Rewards Club Compliance Assessment module with 100% test score. 2. The General Manager and Loyalty Champion should also complete 4 - Loyalty Champion e-learning module. Holiday Inn Express, Staybridge Suites, Candlewood Suites, IHG Army hotels: 1. Three (3) hotel employees, which should include the General Manager and the Loyalty Champion, must complete: 1 IHG Rewards Club The Fundamentals, 2 - LoyaltyConnect module, and 3 - the IHG Rewards Club Compliance Assessment module with 100% test score. 2. The General and Loyalty Champion should also complete the 4 - Loyalty Champion e-learning module. InterContinental Hotels & Resorts: 1. Four (4) hotel employees, which should include the General Manager and the Loyalty Champion, must complete: 1 IHG Rewards Club The Fundamentals, 2 - LoyaltyConnect module, and 3 - the IHG Rewards Club Compliance Assessment module with 100% test score. 2. The General Manager and Loyalty Champion should also complete 4 - Loyalty Champion e- Learning module and 5 - InterContinental Ambassador e-learning module. 19 AMER version: JUNE 2016

23 INTRODUCTION TO LOYALTY PENDING UPDATES (LPU) All hotel brands worldwide participate in the Points on Full Folio program. IHG Rewards Club members that stay at IHG brand hotels earn points or miles for eligible hotel purchases charged to their room folio, with the exception of OTA rates which do not qualify to earn points for any ancillary spend at the hotel. These items include Qualifying Room Rate, Food and Beverage, Phone, In-Room Movies and Laundry. Other optional items are at the hotels discretion. InterContinental Alliance Resorts worldwide do not participate in the Points on Full Folio program. Members earn 2,000 points or 500 airline miles for each qualifying stay. During the hotel night-audit process, an automated point credit interface will capture reservation and revenue data that is transmitted to the Loyalty Pending Updates (LPU) screen in the LoyaltyConnect system. Hotels that have Detailed Check-Out (DCO) capability are able to transmit records that are produced by the hotel s PMS which include the records the PMS receives from HOLIDEX Plus. Hotels that do not have DCO capability are only able to transmit records that are produced by the HOLIDEX Plus reservation system. Records generated in the PMS at these hotels must be manually added to the LPU screen in LoyaltyConnect. The LPU provides hotels with the ability to verify and adjust revenue amounts awarded to IHG Rewards Club members. Processing your LPU is a daily function. It is recommended that the LPU verification process be added to your daily Front Desk checklist. IHG Rewards Club reporting, Assessment Preliminary (DPL37) and Assessment Final (DPL38), moved to the IHG Reporting tool and can be accessed directly through IHG Reporting or through the LoyaltyConnect system reports tab (which opens the IHG Reporting tool). The method of verifying your LPU process is based on whether or not your hotel participates in the Points on Full Folio program and if your hotel has DCO capability. To determine if your hotel has Detailed Check-Out functions, check the DATA SOURCE field (circled in Fig. 1) in any Revenue Detail screen in the LPU. ADMINISTRATIVE FUNCTIONS 20 AMER version: JUNE 2016

24 ADMINISTRATIVE FUNCTIONS Figure 1. An example of the Revenue Detail screen Use the appropriate checklist(s) on the next three pages to verify and adjust revenue amounts awarded to IHG Rewards Club members. Refer to the table below to determine which checklists are appropriate for your hotel. HAS DETAIL CHECKOUT CAPABILITY? Yes No USES DAILY LPU CHECKLIST A B and C No action is needed by the hotel to make a stay an enrolling stay. The system will do this automatically, provided that the enrollment took place at your hotel during the same time period as the stay. IHG Rewards Club reporting will not be modified to show reduced assessments for enrolling stays. Your will need to refer to the final IHG Rewards Club monthly invoice to validate enrolling stays. All stays must be reviewed and/or adjusted within two to three days of departure. Please refer to Loyalty Connect to verify the last date to adjust. 21 AMER version: JUNE 2016

25 A. FOR HOTELS WITH DETAIL CHECKOUT FUNCTIONS (DCO) Before beginning, collect the two reports helpful in LPU verification: The IHG Rewards Club Daily Estimated Assessment Report and your Property Management System Daily Check-out/Revenue Report. 1. Access the LoyaltyConnect system. 2. Click on the<loyalty Pending Updates> hyperlink. 3. On the Loyalty Pending Update screen, select the available check-out date to process and click <Search>. ADMINISTRATIVE FUNCTIONS 4. Using your reports, view the Average Room Rate for the first guest record. If stay details are correct, go to the next guest record and repeat. If not, go to step For average rate adjustments, go to step 5a. For rate and/or other revenue adjustments, go to step 5b. 5a. If an adjustment is needed to average rate, qualifying status and reason for change, click the <Adjust> hyperlink and go to step AMER version: JUNE 2016

26 ADMINISTRATIVE FUNCTIONS 5b. If an adjustment is needed to room revenue AND/OR other revenue, click on the <+> next to the member name and go to step Make room rate adjustment in the <Average Room Rate> field. Do not zero out room revenue unless it is a complimentary room. If the rate is changed to non-qualify, a reason must be selected. Members will not receive points for room revenue. Click <Save> and go to next guest record. 7. To make an adjustment to revenue, click on the <Adjust Room Revenue> hyperlink. Type the new revenue amount in the appropriate field. If revenue is changed to non-qualify, the member will not receive points for that revenue. If revenue or non-qualify status is changed, a reason must be selected from the <Reason for Change> column. Click <Save> and to go next record. 23 AMER version: JUNE 2016

27 B. FOR HOTELS WITHOUT DETAIL CHECKOUT FUNCTIONS (DCO) Before beginning, collect the two reports helpful in LPU verification: The IHG Rewards Club Assessment Preliminary Assessment Report (DPL 0037) and your Property Management System Daily Check-out/Revenue Report. 1. Access the LoyaltyConnect system. 2. Click on the <Loyalty Pending Updates> hyperlink. ADMINISTRATIVE FUNCTIONS 3. On the Loyalty Pending Update screen, select the available check-out date to process and click <Search>. 4. Using your reports, view the Average Room rate for the first guest record. If stay details are correct go to the next record and repeat. If not, go to step AMER version: JUNE 2016

28 ADMINISTRATIVE FUNCTIONS 5. If an adjustment is needed to room revenue AND/OR you need to account for other revenue, click on the <+> next to the member name To make an adjustment to revenue or add other revenue, click on the <Adjust Room Revenue> hyperlink. Type the revenue amount in the appropriate field. If revenue is changed to non-qualify, the member will not receive points for that revenue. If revenue or non-qualify status is changed, a reason must be selected from the <Reason for Change> column. Click <Save> and repeat process for all guest records. IMPORTANT! At this time you should compare the records on your IHG Rewards Club Assessment Preliminary (DPL37) and your Property Management System Check-out/Revenue Report. Note the check-out records listed on your hotel's daily check-out/revenue report but not on your IHG Rewards Club Daily Estimated Assessment Report. These records must be manually added to the Guest Stay Database (GSDB). To perform this action, go to Section C. 25 AMER version: JUNE 2016

29 C. FOR HOTELS WITHOUT DETAIL CHECKOUT FUNCTIONS (DCO) To make certain that members are awarded their stay points, complete the following process for any departed guests not listed on the IHG Rewards Club Daily Estimated Assessment Report. 1. From the Loyalty Pending Update screen, click on <Create Missing Stay>. 2. Type all guest information in the appropriate fields. Type the revenue amounts in the appropriate fields. If revenue is changed to non-qualify, the member will not receive points for that revenue. If revenue or non-qualify status is changed, a reason must be selected from the <Reason for Change> column. Click <Save> and repeat process for all guest records from your PMS that were not included in the IHG Rewards Club Estimated Assessment report. ADMINISTRATIVE FUNCTIONS Note: Only non-dco hotels will be able to perform this process. Only days that have an existing IHG Rewards Club check out record sent via Holidex will allow the create missing stay function. All room revenue amounts entered on the "Create Missing Stay" screen must represent amounts including VAT, if applicable. The LoyaltyConnect System will remove the applicable VAT percentage from the room rate before awarding points. The other revenue amounts entered on the "Create Missing Stay" screen need to represent net amounts excluding VAT, if applicable. 26 AMER version: JUNE 2016

30 ADMINISTRATIVE FUNCTIONS IHG REWARDS CLUB INVOICE BILLING The IHG Rewards Club Invoice Report is a monthly report which details your hotel s previous month Loyalty Marketing assessment fees on gross room revenue for qualifying stays at your hotel. This report also reflects any applicable IHG Rewards Club promotion fees, Ambassador Activation, Renewal fees and Reward Night/ Free Nights reimbursement credits. The IHG Rewards Club billing cycle starts on the 27th day of the previous month and goes through the 26th day of the current month. The IHG Rewards Club Invoice Report can be retrieved, viewed or printed via Merlin > Applications > IHGSmartPay approximately the 10th day of each month. In the Americas region: The hotel assessment fee is 4.75% at InterContinental, Crowne Plaza, Hotel Indigo EVEN Hotel, Holiday Inn, and Holiday Inn Express hotels. At Staybridge Suites and Candlewood Suites, the hotel assessment is 2.40%. At InterContinental Alliance Resorts, the assessment fee is US$9.50 pr qualified stay. All hotels are assessed a fee of 1.425% of qualifying meeting revenue for IHG Business Rewards events Enrolling stays are assessed a flat rate of US$4.75 per enrollment. Note: Hotels are not assessed for OTA enrollments. RETROACTIVE CREDIT ADJUSTMENTS (MISSING STAY AND PARTIAL STAY ADJUSTMENTS) There may be occasions when a IHG Rewards Club member number does not appear in the reservation. There may also be occasions when members have received some but not all of the points or miles due. If either scenario occurs, the member may contact the IHG Rewards Club Service Center to claim the missing points or miles. When retroactive credit adjustment requests are received, the IHG Rewards Club Service Center will always verify the validity of such a claim: If the IHG Rewards Club Service Center can verify that the retroactive credit adjustment request is valid (i.e. the member paid a qualifying rate for their stay), the agent will make the necessary adjustment and post the points or miles to the member s account. The stay record will appear in the next IHG Rewards Club invoice. If the IHG Rewards Club Service Center cannot determine from the documentation/information provided by the guest if a retroactive credit adjustment request is valid, they will add the missing stay information to the hotel s LPU list for review. The hotel has three days to update the transaction on the LPU after which the stay will post to the member s account and points/miles will be awarded accordingly and the hotel billed for same. Occasionally it may not be possible to add the stay into the GSDB, in which case an may be sent to the hotel in question to confirm the validity of the credit request. If the hotel does not respond within 24 hours, the IHG Rewards Club Service Center agent will make the adjustment in favor of the member and the record will appear on the hotel s next IHG Rewards Club invoice. IMPORTANT: Please minimize the number of Missing Stay Adjustments and Partial Stay Adjustments by ensuring that the IHG Rewards Club member number is in the reservation and that you correctly process your LPU on a daily basis. 27 AMER version: JUNE 2016

31 ENROLLING NEW MEMBERS The procedures detailed below illustrate how to enroll a guest into IHG Rewards Club using the LoyaltyConnect system. The first and most important step is to make sure you are enrolled as an employee in the LoyaltyConnect system (see Enrolling Employees section). Enrolling a Guest: 1. Access the LoyaltyConnect system. 2. Click on <Enrollment>. ADMINISTRATIVE FUNCTIONS 3. On the Enrollment screen, check the box to indicate which program to enroll the guest into. Select the Hotel code to which the Enrollment will count towards via the drop down menu. Note: Only InterContinental Hotels & Resorts are able to enroll a guest into the Ambassador (AMB) program. 28 AMER version: JUNE 2016

32 ADMINISTRATIVE FUNCTIONS 4. Complete all fields on the enrollment screen required fields are indicated by a red asterisk. Some fields (e.g. Passport) may be required by specific countries. Follow your country s requirements. The <Earning Preference> field defaults to IHG Rewards Club Points. If the guest chooses to collect miles, select miles from the drop-down box, then select the carrier and type in the alliance number. If your hotel does not use pre-numbered enrollment forms, leave the <IHG Rewards Club Member ID> field blank. After completing the process, the system automatically generates a new IHG Rewards Club Member ID number. If your hotel uses pre-numbered enrollment forms, you must type the IHG Rewards Club number that appears on the form in the <IHG Rewards Club Member ID> field. 29 AMER version: JUNE 2016

33 5. Type your hotel employee number in the <Your Employee ID> field... Click on the <Enroll> button. The IHG Rewards Club number displays in a pop-up box. 7. Write down the guest name and IHG Rewards Club member number and give to guest. To make certain the points are awarded for this stay (if a qualified stay), the member number must be added to the guest reservation record in the HOLIDEX Plus system and PMS prior to check-out. For InterContinental Hotels: after completing the enrollment process for a new Ambassador member, you must process the AMB fee through your PMS. Enrollment made easy: if a guest is a member of any program (IHG Rewards Club, AMB, PCMR) and wishes to enroll in one of the other programs, just check the appropriate box at the top and click <Submit>. The current member information is used. INSTANT ENROLLMENT VIA PROPERTY MANAGEMENT SYSTEM Some hotel PMS now have the capability to instantly enroll guests in IHG Rewards Club using information taken directly from the guest s room reservation record in your PMS. ADMINISTRATIVE FUNCTIONS OPERA makes enrolling easy 1. Search for and retrieve the reservation. 2. From the Main Reservations screen, select the ellipses next to the guest s last name. 3. From the Individual Profile screen, select the OPTIONS button to view Profile Options. 4. Select the ENROLLMENT button. 5. Verify any blank fields you wish to fill in. Select OK to complete the enrollment. When collecting IHG Rewards Club member information, don t forget to ask for the member's . Learn more on Opera Instant Enrollment features at: Merlin > IHG Rewards Club (Under Hotel Topics) > IHG Rewards Club (Under Related Topics) > How-To Documents UPDATING A MEMBER PROFILE The LoyaltyConnect system allows you to update certain fields in the IHG Rewards Club member profile that can be made upon guest request. The following guest data can be edited or added: Date of Birth Phone number Address Note: If the member has more than 50,000 points, hotel users are blocked from adding an address. Please direct the member as indicated in the error message. Additionally, you may also update communication preferences indicating how the guest would like to receive IHG Rewards Club information. Guests may choose or mailing address to receive this information. 30 AMER version: JUNE 2016

34 ADMINISTRATIVE FUNCTIONS PERSONAL INFORMATION Use the Guest Search function to display the guest s record by typing in the IHG Rewards Club member number. The Personal Information tab for the member profile displays. From this screen, you will be able to edit or add the member s date of birth, address and phone number. You are able to make these changes by clicking the Edit button in each section, updating the information and clicking Save. You may only add an address (the existing field is not editable). Click on the first Edit button to add date of birth information. In the address section, click on the Edit button to update the existing address. You may edit the existing address if, for example, the guest has moved. To add a new address, select the New Address button. Select the address type (residential or business) and the country, and complete both fields. Check the Preferred Box if this is the address the guest would like to appear in the reservation record. Click Save. You can also update a member's address upon request or when you see a yellow triangle next to the address field (indicating the address on file is invalid). Ask the member to confirm the address they want associated with their membership. Click into the field and type in the new address. Once done, click save (or into another open field) and a timer will appear while the system validates the new address. Once validated a green check or no marking will appear next to the field. If a yellow triangle appears, ask again for the member to confirm their address. Once complete and validated, LoyaltyConnect will send an to all previous addresses on file to confirm the member agreed to the address update. 31 AMER version: JUNE 2016

35 In the phone section, click the Edit button to update an existing phone number. Or use the Add Phone button to add a new phone number. Select from Business, Home, Fax or Other/Mobile. Add the new number and click Save. In the section, click the Add button to add a new address. You will not be able to delete or edit an existing address. Select from Business, Personal or Undefined. Type in the address. You have the option of selecting HTML or text format for s based on guest preference. COMMUNICATION PREFERENCES To set up communication preferences for a guest, click on the tab labeled Communication Preferences. Click the Edit button to view marketing preferences. In the first drop-down field, you have the option of setting by Individual Market Preference, OK to Contact or Do Not Contact. If you select Individual Market Preference, you can choose the guest s delivery and language preferences for IHG Rewards Club communication. You can use the status box to opt out of individual marketing preferences. Once you have made your selections, click the Save button. (An address must be in the member profile in order to select as preference). ADMINISTRATIVE FUNCTIONS GOOD PRACTICES FOR COMMUNICATION PREFERENCES Member Updates Although IHG Rewards Club members know they can call the IHG Rewards Club Service Center or go to to update their member profile, occasionally you may be asked to update a member profile at the Front Desk. Use the LoyaltyConnect system to make the requested updates. If the guest does not have an address in their member profile, take this opportunity to ask the member for an address. addresses allow the guest to set marketing communication preferences. New Members New members can be enrolled via the PMS instant enrollment process or via LoyaltyConnect. In either process, take the opportunity to ask the member for an address. New members will receive a welcome which gives them the opportunity to submit their communication preferences. Since communication preferences are available in the LoyaltyConnect system, if the guest is present ask them how they would like to be contacted for marketing preferences. 32 AMER version: JUNE 2016

36 ADMINISTRATIVE FUNCTIONS ENROLLING EMPLOYEES Employees responsible for IHG Rewards Club enrollment need to have an employee enrollment ID in order to receive credit for eligible enrollments. On the enrollment screen, click on the EMP box and complete the five sections (required fields are indicated by a red asterisk). Leave the <Earning Preference> field set to IHG Rewards Club Points (the default). After all information is typed in, click on the <Enroll> button. The system automatically generates an Employee enrollment number. Keep this number for your records. When you enroll a guest in the IHG Rewards Club program, be sure to enter your Employee ID number in the Employee ID field. 33 AMER version: JUNE 2016

37 REDEMPTION FOR HOTEL STAYS All IHG hotels are eligible for Reward Night/Free Night reservations by members. Hotels are grouped into categories to determine the points required for a Reward Night/Free Night, with points required ranging from 10,000 points to 60,000 points. Hotels are placed into categories based on many factors including brand, ADR, occupancy, demand, location, nearby hotels, and Reward Night/Free Night volume. You can find the number of points required for your hotel by searching POINTBREAKS PointBreaks are Reward Nights priced at 5,000 points, at select hotels, for a limited period of time, instead of at the standard redemption rate. Hotels are chosen to participate by the IHG Rewards Club program and will only be chosen once per calendar year and will participate for no more than three (3) months. If chosen as a PointBreaks hotel, hotels do not have an option to decline participation. It's important to note, selection as a PointBreaks or Last Minute Reward Night/Free Nights property does not lower Reward Night reimbursement rates. ACTIVATING REWARD NIGHT/FREE NIGHT CATEGORIES ADMINISTRATIVE FUNCTIONS.o ensure all hotels accept Reward Night/Free Night reservations, the Reward Night/Free Night rate category IVANI must be activated and associated with a V1 rate code in the HOLIDEX Plus system. All hotels must accept Reward Night/Free Night reservations. Reward Night/Free Night inventory equal to 5% of the hotel s guest room inventory will be allocated in the HOLIDEX Plus system for both PERFORM and non-perform hotels. The recommended price point for rate categories attached to the V1 rate code (IVANI and Free Night rate categories) is 5% off C1.. All hotels should ensure that Master Week is set up with the correct Total AC/AU counts so that the percentage allocations for Rate Code V1 are accurately calculated and do not roll in at less than the mandated 5%allotment. A hotel is not permitted to zero out inventory for the whole house (e.g. current inventory plus the Master Week), and then update the percentage discounts on Rate Code V1 to zero in order to enable the system to calculate a zero percentage and falsely reflect zero available rooms. In addition, a hotel is not permitted to Change Room Type Counts in inventory in an attempt to zero out IVANI and/or Free Night Rate Category. Rate Code V1 should have ACTIVE inventory counts with ACTUAL Room Types that are able to sell, with the exception of the Sell-Through/Flow-Through Room Type. Rate Code V1 settings should exceed zero rooms authorized and the percentage of rooms authorized for Rate Code V1 shouldn't be LESS than the mandated 5% of the AC/AU inventory. A hotel should enable ACTIVE Room Type(s) that are designated for the V1 Rate Code on the Room Type Indicators screen. Rate Code Configurations PMS Activation (for New hotels entering our system should follow the below listed steps within the PMS, note that the rate category should already be active in HOLIDEX Plus): 34 AMER version: JUNE 2016

38 ADMINISTRATIVE FUNCTIONS Reward Night/Free Night reservations are booked using the IVANI, IVCFN, IVCIT, IVBFN and IVDD1 Rate Category in HOLIDEX Plus. Once activated, this code downloads automatically to OPERA PMS. Ensure that the Rate Code has the following configuration settings in OPERA: The Rate should be Suppressed (i.e. it will not print on guest forms) Print Rate is de-selected (i.e. the guest will not see the rate.) Accounts Receivable billing should be established for this program specifically including a company profile, AR account and default routing instructions linked to this Rate Code Rate Code Setup - Follow these steps to verify or make these settings: 1. From the OPERA PMS main menu, select Setup then Configuration 2. Select Rate Management, then Rate Classification, then Rate Codes 3. Locate and select the IVANI, IVCFN, IVCIT, IVBFN and IVDD1 rate code entry and then select Edit and make these settings: Check the Suppressed Rate Checkbox Remove the checkmark from the Print Rate checkbox 4. Select Rate Detail and ensure that all Room Types that are part of the Rate Category in HOLIDEX Plus are also listed here in OPERA. If they are not, contact OPERA support for assistance with any rate download problems. 5. Select Save then Close 6. Select Close and Exit to leave the Configuration Menu and continue, Company Profile Setup - Follow these steps to create a company profile to link the Rate Code, AR Account and routing defaults. 1. Select Reservations, then Profile, then New 2. Select the Company radio button, then select OK 3. Input the Company information as desired, 35 AMER version: JUNE 2016

39 remember that this invoice will not actually sent anywhere, name/address/phone are for reference. 4. Select Save then select the Routing Instructions drop down arrow 5. De-select the Transactions radio button and place an X next to Room & Tax 6. Select Add, then OK RT is now included in the Routing Instructions field. This process continues into the next step: AR Account Setup Create an AR account for billing Reward Night room & tax folios to: ADMINISTRATIVE FUNCTIONS 7. Select the Stats & Info tab 36 AMER version: JUNE 2016

40 ADMINISTRATIVE FUNCTIONS 8. Select the A/R No field drop down arrow 9. Create an AR Account number using your property s established accounting procedures then Select OK (other company information will transfer from the Company Profile) 10. Select Ok then Close 11. Navigate back to the Company Profile screen to link the Rate Code and the Company Profile and select Options 12. Select Neg. Rates 13. Select New 14. Select the Rate Code drop down arrow 15. Locate the IVANI, IVCFN, IVCIT, IVBFN and IVDD1 rate entry and select OK 37 AMER version: JUNE 2016

41 16. Select OK 17. Select Close to exit the Neg. Rates screen, then select close the exit the Options menu and select OK Note: These procedures are best practices suggestions for the PMS, all front desk and accounting procedures used at your property should be approved by your hotel ownership and/or management. Please consult any IHG Rewards Club training and procedures materials on MERLIN for specific program information, reimbursement procedures and other IHG Rewards Club specific service guidelines including HOLIDEX Plus configuration and settings. The above mentioned steps are necessary for timely reimbursements payment to reflect on the hotels IHG Rewards Club Invoice Statement. ADMINISTRATIVE FUNCTIONS Check Merlin for additional information on activating rate categories, found in the HOLIDEX Plus Information Center. 38 AMER version: JUNE 2016

42 ADMINISTRATIVE FUNCTIONS REWARD NIGHT/FREE NIGHT CHECK-IN PROCEDURES 1. Determine which IHG Rewards Club members are staying on a Reward Night/Free Night reservation by viewing your Guest Arrivals Reports or Guest Arrivals List in Holidex Plus or your PMS. Reward Night reservations are booked with the rate category IVANI and Free Night reservations are booked with the applicable Free Night rate category 2. At check-in, access the Reward Night/Free Night reservation. 3. Recognize IHG Rewards Club member and properly acknowledge their Elite status during check-in. 4. Create two folios the first folio is for incidental items only (food and beverage, telephone charges, in-room movies, and laundry) and is eligible for points. The second folio is for the room rate and room tax only. IHG Rewards Club members should NEVER see the room rate on the second folio. (Adjust the room rate on the second folio to the appropriate low occupancy or high occupancy reimbursement amount). Note: These instructions may vary by PMS. Check your Property Management System manual for specific instructions... Swipe credit card for incidental items or collect a valid form of payment for incidentals. 6. Make sure the IHG Rewards Club member signs the folio for the incidental items only. 7. Hotels may refuse to check in guests who book IVANI redemptions through third party sites, (i.e., OTA sites). Guests should be advised to contact the booking site for compensation. 39 AMER version: JUNE 2016

43 REWARD NIGHT/FREE NIGHT RESERVATIONS: NO-SHOWS, CANCELLATIONS, OR CHANGES No-Show and Cancellations: All Reward Night/Free Nights reservations require a credit card guarantee. Hotels may not require or enforce advance deposits on Reward Night/Free Night reservations. If a member No-Shows a Reward Night/Free Nights reservation, you must change their reservation to No-Show in the HOLIDEX Plus system and the credit card used to guarantee the Reward Night/Free Nights reservation should be billed one night s room and tax at hotel s discretion. Do not bill IHG Rewards Club for No-Show reservations for Reward Night/Free Nights. Changes to Reward Night/Free Night Reservations: Hotels should not make changes to Reward Night/Free Nights reservations.* Changing any information on a Reward Night/Free Nights reservation from your hotel s PMS may cause: Cancelled Reward Night/Free Night reservations Re-depositing points back into the member s account Nonpayment of Reward Night reimbursements.n the event that a change is made, please contact the Hotel Help Desk on behalf of the member in order to correctly reestablish the connection Reward Night/Free Night to Holidex. COMMON ISSUES THAT AFFECT REWARD NIGHT/FREE NIGHT RESERVATIONS Multiple Night Reservations: IHG Rewards Club members needing more nights than they have points for will book two separate reservations one reservation using the IVANI rate category and one reservation using a paying rate category. Do not merge these two reservations. Extending Length of Stays: If a IHG Rewards Club member staying under an IVANI rate category requests to extend their stay, contact the IHG Rewards Club Service Center. Do not attempt to extend the Reward Night reservation by adding additional nights. ADMINISTRATIVE FUNCTIONS Adding Names to Reward Night Reservations: IHG Rewards Club members can use their points to book a reservation for someone else. However, the member s name must always appear in the primary name field on the Reward Night/Free Nights reservation. If another name needs to be added to the reservation, add it to a secondary name field only, so that both names appear on the reservation. Verification of Secondary Names on Reward Night Reservations: As a general practice, it is encouraged to verify the primary name on the reservation with the secondary upon check-in. Do not attempt to change the primary name on the Reward Night/Free Nights reservation as this can render the reservation ineligible for reimbursement in LoyaltyConnect. Restrictions: Always set IVANI, IVCFN, IVCIT, IVBFN and IVDD1 rate codes room type restrictions to "Open" in the PMS. If the rate categories are available to sell in HOLIDEX Plus but are Closed in the PMS the PMS will auto-assign a default rate code of, "IGCOR" (rate code specific to the hotels best flex rate category) to accommodate the selldate. This will result in a cancellation of the Reward Night/Free Night Award certificate in the Loyalty system, a cancel, rebook or a complete cancellation in the HOLIDEX Plus central reservation system-crs. Inventory Balancing Inventory balancing is the process of ensuring your hotel property management system-pms has the same number of rooms sold and available as the HOLIDEX PlusUS central reservation system-crs. When the counts in both systems are the same, your hotel is in balance and no action is required other than to maintain the equilibrium between the two systems. 40 AMER version: JUNE 2016

44 ADMINISTRATIVE FUNCTIONS The systems are interfaced or connected in a two way configuration, meaning that reservations made in one system are sent to the opposite system and are stored in both. Even reservations made in the PMS directly are uploaded to the CRS. However, there may be times when the record in one of the systems becomes out of synch and does not match the opposing system s information. In this case we would say the systems are not in balance. Ensure that the PMS "sell to end date" appropriately covers the HOLIDEX Plus sell capability (i.e. 50 weeks in the future) for the Reward/Free Night rates. Double check to make sure that the V1 Rate code is setup in HOLIDEX Plus as Yield at Own Value. Some non-perform hotels (5% allocation is mandated for all hotels) IVANI, IVCFN, IVCIT, IVBFN and IVDD1 Rate Category may stop selling after the 5% allocation is met, unless additional inventory is assigned (at the discretion of the hotel). For PERFORM hotels, after the 5% inventory has sold, the availability of IVANI, IVCFN, IVCIT, IVBFN and IVDD1 is determined by Hurdle Point value. Reducing the V1 Rate Code allocation to less than 5%, will result in unavailability (non-compliance of standards) of IVANI, IVCFN, IVCIT, IVBFN and IVDD1 especially if it doesn't meet or exceed the Hurdle Point value. If the HOLIDEX Plus system has been set to, 'At Most value of 5%' IVANI, IVCFN, IVCIT, IVBFN and IVDD1 will not display (noncompliance of standards). Room Type Allocation: IHG Rewards Club member staying under a Reward Night/Free Night rate category requests an upgrade to a suite. If the hotel has not allocated suite (X type) rooms within the PMS and HOLIDEX Plus the hotels should modify the PMS and HOLIDEX Plus accordingly prior to conducting a room change/move. However, should the hotel employees be unsuccessful in accessing HOLIDEX Plus to update the Room Type allocation in order to avoid a delay in check-in, identify the desired room type (if applicable) create a new key and direct the member to the newly assigned room, then update the status of the selected room number to: dirty, out-of-order or quickly create a dummy reservation using the members IHG Rewards Club ID number to pre-block the suite to serve as a place holder until you have an opportunity to modify the hotels inventory accordingly. Be sure to make the change in the Rate code setup screen within the PMS prior to modifying the Reward Night/Free Night reservation. Don't change the room to charge (RTC) when upgrading a member s room type, ONLY change the Room Type. Leave the Room to Charge- RTC alone (until HOLIDEX Plus is updated), especially if that X type room hasn t been selected in HOLIDEX Plus or setup in the PMS. Then conduct the room move by updating the Room Type or conducting a room transfer within the PMS. RTC represents the room types that have been allocated in HOLIDEX Plus, the PMS should prompt the user. 41 AMER version: JUNE 2016

45 CANCELLED REWARD NIGHT/FREE NIGHT STAYS If your hotel was not reimbursed for a Reward Night/Free Night stay and the stay is no longer listed in the Reward Night/Free Night Occupancy screen, LoyaltyConnect may not have recognized the reservation as a Reward Night/Free Night. This may happen if the Reward/Free Night reservation has been erroneously changed in your hotel s property management system PMS which causes the IVANI, IVCFN, IVCIT, IVBFN and IVDDI rate category s to detach from the Reward/Free reservations. When this occurs, the Reward Night/Free Night reservation is cancelled and rebooked with a paying room rate category, the member s points are re-deposited into their account, and your hotel is unable to request reimbursement for the Reward Night/Free Night stay. Reward/Free Night Award certificates reservation co-exist with the Holidex Plus reservation confirmation number, one cannot exist without the other. When unauthorized changes occur in your hotel s PMS it automatically triggers the cancellation of the Award certificate attached to the reservation. Revenue by Room Type will report a discrepancy, because both systems need to be in balance (PMS and Holidex Plus). If you believe that some common issues that affect Reward/Free Night reservations have occurred, contact the IHG Rewards Club Service Center immediately for assistance. ADMINISTRATIVE FUNCTIONS To file a Reinstatement reimbursement request for stay dates that were not reimbursed, the hotel is required to supporting documentation to IHG Rewards Club Service Center at HYPERLINK mailto:askihgrewardsclub@ihg.com askihgrewardsclub@ihg.com for verification; only Property Management System-generated documentation will be accepted. When sending, please include hotel Inn Code (5-character mnemonic) in the subject line of the and include supporting documentation as an attachment in PDF format. Incomplete or outstanding reinstatement requests that are older than three months from the stay date will automatically be paid at the low occupancy reimbursement rate and will not be considered for future high occupancy adjustments. Documentation sent must include this data: Guest stay folio Signed registration card Excel Spreadsheet that contains: reservation confirmation number, stay dates, first and last name, member ID number, and requested payment amount broken down by individual reservation (hotel calculations will be reviewed for accuracy). 42 AMER version: JUNE 2016

46 REWARD NIGHT/FREE NIGHT REIMBURSEMENT Hotels are reimbursed for Reward Night/Free Night stays based on the occupancy on the night of the stay. The occupancy threshold that determines the reimbursement rate is 95.0%. Low Occupancy Reimbursement details If your hotel occupancy is less than 95%, your reimbursement will be based on a four-tier reimbursement structure ranging from US$20 US$50 and will be determined using your hotel s annual average daily rate from the previous calendar year. You are not required to mail or fax supporting documentation when requesting low occupancy reimbursement. The rates listed in Table 1 apply to all reimbursement requests. Hotel s Annual ADR (USD) 0 US$74.99 US$20 US$75 US$ US$126 US$ US$150 + Table Low Occupancy Reimbursement Tiers Low Occupancy Reimbursement Tiers Low Occupancy Volume Incentive Reimbursement (LOVIR) Low Occupancy US$25 US$35 US$50 The Low Occupancy Volume Incentive Reimbursement (LOVIR) is a special promotion which rewards hotels that accommodate a large number of IHG Rewards Club Reward and Free Nights during the course of a program year. Once your hotel s processed and paid IHG Rewards Club Reward and Free Nights during low occupancy dates reaches a total in excess of 1,000 nights or 2% of your annual rooms available, whichever comes first, you will be eligible to receive a higher reimbursement rate on all subsequent IHG Rewards Club Reward and Free Nights during low occupancy dates. ADMINISTRATIVE FUNCTIONS The calculation of the total number of processed and paid low occupancy nights is based on the hotel s daily occupancy percentage only, not daily ADR. The LOVIR amount will take effect starting the billing cycle following the date you surpass the threshold. For example, if your hotel surpassed 1,000 total Reward and Free Nights processed on 21 September, the low occupancy reimbursement rate would double for Reward and Free Nights beginning 27 September, the first day of the new billing cycle. The LOVIR amount will be effective for all Reward and Free Nights during low occupancy dates until the end of the program year, 26 December. All hotels restart LOVIR qualification on 27 December. Please Note: LOVIR disputes older than 3 months will not be honored. LOVIR counters are reset annually, any adjustments should be submitted to the Hotel Help Desk within 90 days of the affected accounting cycle. A hotel s LOVIR amount is based on the hotel s annual ADR from the prior year and follows the structure in Table 2 Low Occupancy Volume Incentive Reimbursement Tiers (LOVIR), below: Hotel s Annual ADR (USD) Low Occupancy Volume Incentive Reimbursement Low Occupancy Reimbursement Amount LOVIR Additional Reimbursement Amount Total Reimbursement Amount 0 US$74.99 $20 $20 $40 US$75 US$ $25 $25 $50 US$126 US$ $35 $35 $70 US$150 US$ $50 $50 $100 US$250 US$ $50 $100 $150 US$350 + $50 $150 $ AMER version: JUNE 2016

47 ADMINISTRATIVE FUNCTIONS REWARD AND FREE NIGHT COUNT (LOVIR TRACKER) To better track your hotel s performance in achieving the Low Occupancy Volume Incentive Reimbursement targets, you may access the Reward and Free Nights Count by navigating to the Reward Night Settings screen in Loyalty Connect. Scrolling to the bottom of the screen you will find the below display: LOVIR Threshold This is the number of processed and paid IHG Rewards Club Reward and Free Nights required for your hotel to achieve the Low Occupancy Volume Incentive Reimbursement (LOVIR) in the current program year. This number is either 2% of your hotel s annual rooms available count or 1,000 Reward and Free Nights, whichever is lower. Processed and Paid Low Occ The count of all processed and paid IHG Rewards Club Reward and Free Nights that have been consumed in your hotel during low occupancy dates in the current program year. Processed means that your hotel has entered the occupancy percentage in the Process Hotel Reimbursement for Reward/Free Night Stays screen in Loyalty Connect and have subsequently been reimbursed/paid by IHG Rewards Club. Processed and Paid High Occ The count of all processed and paid IHG Rewards Club Reward and Free Nights that have been consumed in your hotel during high occupancy dates in the current program year. Processed means that your hotel has entered the occupancy percentage and daily ADR in the Process Hotel Reimbursement for Reward and Free Night Stays screen in Loyalty Connect and have subsequently been reimbursed/paid by IHG Rewards Club. Unprocessed but Paid (PAY1) The count of all unprocessed but paid IHG Rewards Club Reward and Free Nights that have been consumed in your hotel that were not processed in the system within the required processing period in the current program year. These Reward and Free Nights have lapsed the 90 day processing period and are not counted towards your hotel s LOVIR qualification. Low Occupancy Reimbursement Amount The amount your hotel is reimbursed/paid by IHG Rewards Club for each IHG Rewards Club Reward Night during low occupancy dates. LOVIR Additional Reimbursement Amount The additional amount your hotel is reimbursed/paid by IHG Rewards Club for each Reward Night during low occupancy dates after reaching the LOVIR threshold. Total Reimbursement Amount The total amount your hotel will receive for each Reward Night during low occupancy dates after reaching the LOVIR threshold. This is the sum of Low Occupancy Reimbursement Amount and LOVIR Additional Reimbursement Amount. Currency Denomination in which the reimbursement is paid to your hotel. 44 AMER version: JUNE 2016

48 High Occupancy Reimbursement details If the hotel occupancy is 95.0% or higher on the night of a Reward Night/Free Night stay, the hotel will be reimbursed at the high occupancy reimbursement amount which is 100% of the average daily rate (ADR) for the night of the Reward Night/Free Nights stay. For high occupancy reimbursement, the hotel is required to supporting documentation to askihgrewardsclub@ihg.com for verification. ONLY Property Management system generated documentation will be accepted for approving high occupancy reimbursement for Reward Night/Free Night reservations. Documentation sent must include this data: Total available rooms Out-of-Order rooms Rooms sold Room revenue Complimentary rooms Occupancy percentage House Use rooms (if applicable) Day Use rooms (if applicable) Acceptable Systems Generated Reports: IHG Rewards Club Reimbursement documentation Opera PMS -Managers Report -Managers Flash -Rate Category by Room Type Report -Guest-In-House-Detailed Report -Group Room Block Report Brilliant PMS -Occupancy Revenue Per Rate code Report -In-House Report -Managers Statistics Report Oasis PMS -Transaction Code report -In-House Detailed Report -Daily Revenue Report Optima PMS -Daily Income Report -Rooms Forecast Report Hotel Concept PMS -In-House Detailed Report -Management Summary Report WinningDTS PMS -In-House Detailed Report -Daily Summary Report ADMINISTRATIVE FUNCTIONS To calculate ADR and Occupancy, please use these equations: 1. Net Rooms Revenue = Room Revenue - IVANI room revenue 2. Net Rooms Sold = Total Rooms Sold - IVANI rooms occupied 3. ADR = Net Room Revenue / Net Rooms Sold 4. Occupancy = Total Rooms Sold / Total Available Rooms Please note, Out-of-order rooms may NOT be included as Total Rooms Sold or used to reduce Total Rooms Available without prior approval. For these situations, such as damage from natural disasters or planned refurbishment, please contact the Hotel Help Desk to receive the request form and instructions on how to complete and submit the form. Please note, No Shows/No Show Rooms may NOT be included as Total Rooms Sold or used to reduce Total Rooms Available for the hotel occupancy calculation for High Occupancy Reimbursement qualification. No Show Room Revenue should not be included in Net Room Revenue calculation. Please note, House Use Rooms and Day Use Rooms may NOT be included as Total Rooms Sold or used to reduce Total Rooms Available for the hotel occupancy calculation for High Occupancy Reimbursement qualification. 45 AMER version: JUNE 2016

49 ADMINISTRATIVE FUNCTIONS Please note, Complimentary Rooms may NOT be included as Total Rooms Sold or used to reduce Total Rooms Available for the hotel occupancy calculation for High Occupancy Reimbursement qualification. Hotel Reward Night reimbursement requests should be processed immediately following a Reward Night /Free Nights stay. Incomplete or outstanding reimbursement request that are older than three months from the stay date will automatically be paid at the low occupancy reimbursement rate and will not be considered for future high occupancy adjustments. REWARD NIGHT/FREE NIGHT TAX REIMBURSEMENT DETAILS.axes for Reward Night/Free Night stays are not reimbursed with two restrictions: where the total tax rate exceeds 15% nightly, the amount above 15% will be reimbursed and for hotels that exceed US$50,000 annual tax liability for Reward Night/Free Nights will have all subsequent taxes reimbursed once the US$50,000 threshold is reached. For more information, please refer to Appendix D (Tax Reimbursement Rules and Guidelines). REQUESTING REIMBURSEMENT FOR REWARD NIGHT/FREE NIGHT Before requesting reimbursement for a Reward Night/Free Night stay, you must load all applicable taxes into the Reward Night/Free Night Setting screen in the LoyaltyConnect system. This only needs to be completed once unless the tax amounts change. (See Viewing and Updating Reward Night/Free Night Setting Section.) Incomplete or outstanding reimbursement requests that are older than three months from the stay date will automatically be paid at the low occupancy reimbursement rate and will not be considered for future high occupancy adjustments. To request reimbursement for a Reward Night/Free Night stay, do the following: 1. Access the LoyaltyConnect system. 2. Click on the <Process Hotel Reimbursement for Reward Night/Free Night Stays> ADMINISTRATIVE FUNCTIONS 46 AMER version: JUNE 2016

50 ADMINISTRATIVE FUNCTIONS 3. For all stays with a status of INITIATED, click on the <Adjust> hyperlink. 4. In the OCC% (occupancy) column, type the numeric occupancy percent for the stay date you wish to be reimbursed that is in the INITIATED status. [Note: you must enter the actual numeric percentage (ex ). Do not round figures up or down.] ADMINISTRATIVE FUNCTIONS If the occupancy for the stay date is 95% or higher, go to step 5. Otherwise, go to step This step is only required if your hotel occupancy is 95% or higher. Move the cursor to the ADR (average daily rate) column and type the ADR for that stay date. 6. Click <Save>. The status will change to Accepted for low occupancy reimbursements. The status for high end reimbursements changes to Pending until IHG Rewards Club receives an of your Daily Report/ Room Statistics report sent to askihgrewardsclub@ihg.com then it changes to Accepted. Once reimbursement is processed, the status changes to Paid. Repeat steps for each stay date that is in the INITIATED status. 47 AMER version: JUNE 2016

51 ADMINISTRATIVE FUNCTIONS REIMBURSEMENT STATUS DEFINITIONS ADMINISTRATIVE FUNCTIONS The <Status> column on the Reimbursement screen indicates the current status for the stay date. Status Description INITIATED No Occupancy or ADR (for High Occupancy Reimbursement) data has been entered. PENDING You have entered OCC% at 95% or higher along with your ADR in the reimbursement screen. IHG Rewards Club is pending approval of your reimbursement request until they receive your submission which includes your ADR and Occupancy report for that date. ACCEPTED Your reimbursement request has been accepted. Payment will be issued on the 26th of the month after it was entered and verified. PAID The reimbursement has been processed and a credit has been applied to your IHG Rewards Club invoice. 48 AMER version: JUNE 2016

52 VIEWING REIMBURSEMENT STATUS FOR INDIVIDUAL REWARD NIGHT/FREE NIGHT RESERVATIONS Hotels can view the reimbursement status of each individual Reward Night/Free Night stay for a given date. From the Process Reimbursement screen, click on the <+> sign next to the stay date. IHG Rewards Club reports continue to be available through the DPL reports. ADMINISTRATIVE FUNCTIONS 49 AMER version: JUNE 2016

53 ADMINISTRATIVE FUNCTIONS VIEWING AND UPDATING REWARD NIGHT/FREE NIGHTS SETTING SCREEN The Reward Night/Free Night Setting screen displays: The Low Occupancy Reimbursement amount the hotel will be paid when occupancy is below 95% Exception payments that have been made to your hotel (includes bounty payments) Taxes and Fees for your hotel 49 Of these settings, only the Taxes and Fees setting is editable by your hotel. The Taxes and Fees setting only needs to be completed once, unless your tax and fee amounts change. To update tax and fee fields, contact the IHG Rewards Club Hotel Help Desk. 50 AMER version: JUNE 2016

54 ADMINISTRATIVE FUNCTIONS SEARCH FOR A REWARD NIGHT/FREE NIGHT STAY The LoyaltyConnect system allows you to search for specific Reward Night/Free Night or Free Night certificates to view reimbursement status. Use the search field to narrow criteria and the drop-down box to select certificate type. Click <Search> to display records. In LoyaltyConnect under the Other Activity tab, miscellaneous credits or reimbursement information displays for the hotel that will be applied to your hotel invoice. From the Hotel Operations menu, click on the <Other Activity> link and the Activity report displays for your hotel. The status indicates whether credit is approved or paid. Click on the <+> sign next to the date to view the details for each credit. ADMINISTRATIVE FUNCTIONS IHG Rewards Club reports are available through the IHG Reporting tool by clicking on reports through the Hotel Operations button or by clicking on the Reports tab in the tool. This action links you to the IHG Reporting tool where your IHG Rewards Club reports are available to view and print. 51 AMER version: JUNE 2016

55 ADMINISTRATIVE FUNCTIONS HOTEL POINT DEPOSIT Hotels can now directly deposit points into a member account in real time through LoyaltyConnect. All Loyalty Connect users can make deposits of under 1,000 points. Hotel Operations Managers can deposit all available point denominations and approve deposit requests of 1,000 points and above. Point deposits can be made for the following: Welcome to provide a greeting gift to members as they check in at your hotel (for instructions on how to use the batch deposit process for Welcome Amenity point deposits, please go to Promotion your hotel can offer additional points for promotional events, special stay types or actions taken by the guest (like dining in the restaurant) Service Recovery to apologize to a guest when something about their stay was not up to their expectations Your hotel can deposit the points in a manner that works best with your operations and staff. To access the points deposit tool, log in as a Hotel Front Desk - Standard in LoyaltyConnect. Then, click on the Hotel Operations button, and then the Point Awards button. From the Point Awards screen, select Create Point Awards. 52 AMER version: JUNE 2016

56 A pop-up box displays: 1. Input a member number in the member number field and select the Point Award Type and amount of points to be deposited. All points you deposit into a member s account will be billed to your hotel on the hotel s monthly invoice. The amounts shown on the LCUI screen are in USD. The amount on your invoice will be converted to your billing currency. ADMINISTRATIVE FUNCTIONS Your hotel will be able to track points deposits made in the last 18 months. In the Point Award tab, use the filters at the top to search by Member number, Transaction Date or Point Award Type. Then, click on the + located on the left to display the transaction details for a specific record. 53 AMER version: JUNE 2016

57 MARKETING TOOLS THE IHG REWARDS CLUB BONUS POINTS PACKAGE PROGRAM The IHG Rewards Club Bonus Point Packages are flexible and easy-to-use individual hotel offers that can increase hotel revenue, ADR, and guest satisfaction. Some are even built to be customized by hotels to ensure our properties are offering the most enticing package possible! How to Activate a IHG Rewards Club Bonus Points Package: Each of the Bonus Points Packages is associated with a specific Amount Add Rate Code and the Rate Code needs to be activated first, before the hotel can activate the Rate Category. Once this is completed the Rate Category for the Bonus Points Package must be activated in HOLIDEX Plus. Hotels must create a customized Sell Strategy in the HOLIDEX Plus System and add these packages to their Hotel Sell Strategy in order to make the package available to outside channels. On the branded websites, all of the available Rate Categories in the hotels' Sell Strategy will display. Please view Training Video posted on Hotel Solutions for details on: -Which Bonus Point Packages your hotel should be promoting -Pricing best practices -How to activate Bonus Point Packages -Updating your sell strategy -And more! Pricing is Important: Packages need to be priced above Best Flexible Rate AND at least cover the cost of the bonus points (1,000 points=us$4.75). Please review provided recommended pricing posted per package and brand on Hotel Solutions. Point Fulfillment: NO POINT VOUCHERS are needed to fulfill this offer. These packages automatically award Bonus Points or miles to the IHG Rewards Club member at the completion of the stay and Hotels will be invoiced on their monthly IHG Rewards Club invoice. Hotels should consider the option of using Bonus Point Packages IKHB2 or IKHB4 if they wish to create hotel defined packages that combine IHG Rewards Club bonus points with other package elements. The intention of creating this package was to eliminate the need for manually handing out bonus point vouchers at check in. It is the same concept as ISHD1 or ISHD2 but the bonus points are awarded automatically upon the completion of the stay, thus a better member experience. 54 AMER version: JUNE 2016

58 MARKETING TOOLS Miles Awarded: In order to collect miles for these packages the IHG Rewards Club member must be a miles collector with a preferred earning alliance within their IHG Rewards Club member account. Points will be converted into AIR MILES reward miles upon completion of stay for below Bonus Point Packages only: Bonus Points Package points awarded if points collector or a miles collector whose preferred airline(s) is not a participating airline(s) # miles awarded when collecting miles from participating airlines if points collected and preferred airline(s) is a participating airline(s) 5,000 bonus points for stay between 4 and 6 nights 1k/3 Nts, 2k/7 Nts, or 125 AIR MILES /3 Nts 10,000 bonus points for 7 night consecutive stay 250 AIR MILES /7 Nts 2,000 bonus points per stay 400/Stay or 50 AIR MILES /Stay 3,000 bonus points per stay 600/Stay or 75 AIR MILES Stay 4,000 bonus points per stay 800/Stay or 100 AIR MILES /Stay 5,000 bonus points per stay 1k/Stay or 125 AIR MILES /Stay 2,000 bonus points for 2 night consecutive stay 400/2 Nts or 50 AIR MILES /2 Nts 3,000 bonus points for 4 night consecutive stay 600/4 Nts or 75 AIR MILES /4 Nts 4,000 bonus points for 7 night consecutive stay 800/7 Nts or 100 AIR MILES /7 Nts 1,000 bonus points per stay 200/Stay or 25 AIR MILES /Stay 3,000 bonus points for 3 night consecutive stay 600/3 Nts or 75 AIR MILES /3 Nts MARKETING TOOLS Marketing: Bonus Points Packages online and IHG owned channels IHG Rewards Club promotes this program throughout ihgrewardsclub.com, brand sites and IHG owned marketing channels. The landing page can be found at: ( hotels/us/en/global/offers/packages/pcr_package) 55 AMER version: JUNE 2016

59 MARKETING TOOLS THE SMALLEST GIFTS MAKE THE BIGGEST IMPRESSIONS IHG Rewards Club Point Vouchers IHG Rewards Club Point Vouchers are a simple, effective way to drive incremental revenue and to show appreciation to loyal guests. Use them for guest recovery, in-hotel spend incentives, or as a promotional incentive on prospective sales calls. Available In Booklets of 25 Vouchers 1,000 points US$125 5,000 points US$625 10,000 points US$1,250 Gold Elite Membership Upgrade Certificates Gold Elite Membership Upgrade Certificates are a proven way to build greater loyalty and to bring business to your hotel. Use them to show your appreciation, or offer them as a promotional incentive for repeat stays. Each US$20 certificate provides one full year of Gold Elite status, plus IHG Rewards Club funds all Elite bonus points earned. Available in Booklets of 25 Certificates Gold Elite Upgrade US$500 You now have the ability to order point vouchers, cancel point voucher orders, and view order history through LoyaltyConnect. To get started, go to Merlin > Applications > LoyaltyConnect Note: To order Point Vouchers through LoyaltyConnect, a Hotel Operations Manager security role needs to be assigned. 56 AMER version: JUNE 2016

60 IHG REWARDS CLUB SOURCE IHG Rewards Club Source is the hotel's central resource to retrieve all hotel-related IHG Rewards Club information. To access IHG Rewards Club Source, go to Merlin > Applications > IHG Rewards Club Source What s available on IHG Rewards Club Source? My Hotel Provides a snapshot of your hotel's performance. APPENDIX A Resources this section has a range of tools to help your hotel deliver the IHG Rewards Club program effectively. Here you can learn about the IHG Rewards Club standards and operating procedures, browse for training documents, download useful IHG Rewards Club-related guides and many others. Champions Corner a digital community exclusively for Loyalty Champions. This gives Loyalty Champions the unique opportunity to learn more about the IHG Rewards Club program, share best practices and ask Champion-related questions to other Champions in their region. Champions are responsible for all things IHG Rewards Club in hotels. Through Champions Corner, they are able to stay informed and their role in making IHG Rewards Club contribution the best it can be for our IHG hotels. Learning Center Area where hotels can access The Journey to Compliance Guide, helpful job aids, 10- minute trainers and elearning modules Contact Information directs you to the most relevant hotel support options 57 AMER version: JUNE 2016

61 APPENDIX A HOW TO FIND IHG REWARDS CLUB STANDARDS ON MERLIN To find out more about the IHG Rewards Club Standards, go to: Merlin > Applications > Online Brand Standards Manual 58 AMER version: JUNE 2016

62 HOW TO ACCESS IHG REWARDS CLUB TRAINING To find out available IHG Rewards Club Training, go to Merlin > mylearning APPENDIX A 59 AMER version: JUNE 2016

63 APPENDIX A PERFORMANCE TRACKER Performance Tracker is an online tool which allows hotels to Monitor their IHG Rewards Club performance results Compare their performance against Standards Request exceptions to Reward Night, Enrollments and Training standards. Review all pending exceptions requests View Champion Dashboard Create an Action Plan to improve performance It is critical to your hotel s success that you review these reports monthly and share with your management team. To access the Performance Tracker, go to Merlin > Applications > IHG Rewards Club Performance Tracker 60 AMER version: JUNE 2016

64 ENROLL FOR REWARDS INCENTIVE PROGRAM Enroll for Rewards is InterContinental Hotels Group s (IHG) employee incentive program that rewards you for enrolling guests into the IHG Rewards Club program. You and your hotel will earn 500 IHG Rewards Club points for every Qualified Enrollment (QE) with valid when your hotel meets its Monthly Enrollment minimum goal (as described in the chart below), and valid capture target, at the same level. For example, if your hotel s Qualified Enrollment goal is 40, your capture goal will also be 40. EFR Enrollment Minimum Goal 2016 Monthly Pro-Rated Enrollment Goal APPENDIX B Hotel Front Desk employees can redeem points earned from the incentive though a dedicated redemption site with merchandise and gifts at a discount over what members pay. IHG Rewards Club Source has many great resources to help your hotel be successful like: monthly calendar updates, best practices for capture and more. What s a Qualified Enrollment? A Qualified Enrollment is: An enrollment that takes place no earlier than 24 hours prior to check-in and no later than check-out An enrollment that is attached to the stay An enrollment that takes place at the same hotel as the stay The member information is not duplicated in the system What s a valid ? A valid is: An that follows proper An address that is active and can receive s Verified by third-party validator and has no bounce-back from the welcome An that is not a duplicate already in the IHG Rewards Club system Front Desk enrolling teams must obtain the verbal permission of each guest prior to enrolling them in IHG Rewards Club. Enrollment audits are conducted on a monthly basis. Team members identified as not obtaining guest permission or knowingly enrolling existing IHG Rewards Club members in the system (resulting in a duplicate enrollment), will be immediately disqualified from the incentive program. For more information and program resources relating to Enroll For Rewards, and for instructions on how to distribute points, please go to: Merlin>IHG Rewards Club Source>Enroll For Rewards 61 AMER version: JUNE 2016

65 APPENDIX C HOW TO ORDER IHG REWARDS CLUB IN-HOTEL COLLATERAL All IHG Rewards Club in-hotel collateral are available on the IHG Rewards Club estore: Merlin > Applications > IHG Rewards Club estore USE OF IHG REWARDS CLUB LOGO Our brand identity is a very important element of how we consistently communicate with our guests. We've gathered all the items we think you'll need to present our IHG Rewards Club brand correctly, into one simple section of Brand Central. For guidelines and approvals to use the IHG Rewards Club logo, go to Merlin > Applications > Brand Central > IHG Rewards Club ENFORCEMENT TIMELINE Hotels that fail to meet one or more standards will be assessed on their hotel s IHG Rewards Club invoice and on each individual standard as follows: Failure to Meet Standard for: Result: 1 calendar quarter Notification of failure; Hotel enters Cure 2 consecutive quarters Assessment of US$500 per standard Each additional consecutive quarter Increase assessment of US $1,000 per Standard NEWLY OPENED HOTELS (NHOP) NHOP hotels will be held in compliance to IHG Rewards Club Standards based on the following timeline: Enrollments, Training, Member Recognition and Reward Night/Free Nights compliance will begin the second FULL quarter after official opening date. Example: Hotel enters the system on March 15, 2015 Enrollments, Training, Member Recognition and Reward Night/Free Nights compliance begins July 1, AMER version: JUNE 2016

66 TAX REIMBURSEMENT RULES, GUIDELINES AND EXAMPLES (AMER REGION) Effective January 2012, no taxes will be included in Reward Night reimbursements except in two situations where the nightly tax rate exceeds 15%, in which case reimbursements would be paid for the amount over the 15% threshold but not for amounts up to the 15% threshold; and where the hotel has incurred $50,000 USD in such applicable taxes on a calendar year basis, in which case reimbursements would be paid for the amount over the $50,000 USD incurred, but not for any portion of the first $50,000 USD. If the tax rate is lower than 15% and a hotel incurs no more than $50,000 USD in such taxes on a calendar year basis, no taxes will be reimbursed. APPENDIX D For franchise fee calculation purposes, hotels must record the full amount of reimbursement as room revenue (except for any tax that may be specifically reimbursed). This amount is considered to be Gross Room Revenue (GRR), as defined in the license agreement. If any tax is reimbursed, it will be specified and will not be reportable as GRR. Credits will continue to be shown on the hotel s monthly statement for qualifying IVANI Reward Night room reimbursement amounts plus fees. Note: Fees are additional charges that Holidex adds to a reservation s total price. Some examples of fees are: Pet Fee, Valet Fee, Energy Fee. The hotel will be responsible for reconciling all taxes generated as a result of Reward Night reimbursements. The hotel must allocate funds to satisfy remaining unreimbursed taxes within Accounts Receivable A/R. Taxes may not be adjusted off and IVANI room charges may not be recoded as Miscellaneous in an attempt to avoid payout. The hotel should expense the remaining balance and it should be reflected in the Profit & Loss Statements in compliance with audit guidelines. Important Notes: Hotel must not bill guest the unreimbursed tax amount. The hotel is still responsible for paying the unreimbursed taxes that are pending in A/R to the taxing authorities. Rules (See table on next page for examples.) Rules for individual room folio taxes 1. When the total tax rate is less than 15%, IHG Rewards Club will not reimburse any tax amount. 2. When the total tax rate is greater than 15%, IHG Rewards Club will reimburse the tax amount over 15%. 63 AMER version: JUNE 2016

67 APPENDIX E QUALIFYING AND NON-QUALIFYING RATES A qualifying room rate is a rate that is eligible for IHG Rewards Club points or airline miles. A non-qualifying room rate is not eligible for either. The table below lists most rates and whether or not they are eligible for points. Automation was implemented in the IHG Rewards Club operating system (Loyalty Connect) to ensure a member receives points or miles 100% of the time when they pay for their stay with a qualified rate, according to the qualified rate definition in the IHG Rewards Club Reference Guide. Rate Type Best Flexible Rate Retail (Public) Rates Federal Government, State & Provincial Government Rates Description The Best Flexible Rate as established by an individual hotel and entered into the HOLIDEX Plus system. It is a market driven rate and is established as a Flat Rate Code. Rate Categories include, but are not limited to, Best Flex with Breakfast, Advance Purchase Programs (such as Book Early and Save and the Advance Saver Rate) and Special Offer. Rate programs are available to the general public and may vary by regions. Rates extended to Federal, State and Provincial officials/employees/ departments/agencies recognized by IHG. Pay Points Yes No Buy / Get Offers (BOGO) Bonus Points Package The rate associated with leisure programs offering one or more free nights, or stays at a reduced rate with the purchase of one or more nights at a specific rate. Available at participating hotels only. The points will be awarded on the purchased nights only. A non-discounted room rate with bonus IHG Rewards Club points as a value add. On purchased night only Complimentary Nights Hotel granted free night. Loyalty Program Related Free Night Corporate Gold Rate Stays that are a result of Loyalty Program redemptions (ex. IHG Rewards Club Reward Night) or benefit driven with a Loyalty Program partnership (ex. Chase Free Night). The rate provided to Corporate Gold Accounts, which is a discount ranging from 5 to 14.5% off of the Best Flexible Rate. Global Sales (Worldwide Sales) Negotiated Rate (KNR) Any rate centrally coordinated through Worldwide Sales as a negotiated rate between certain hotels and Key Account companies. These are rates which have a corporate identification number attached. Individual Hotel Contract Rate (Locally Negotiated Rates LNR) Locally negotiated contract rates between a company and a hotel. If the rate negotiated is a discount of greater than 30% off of the published Best Flexible Rate, the hotel MAY exclude IHG Rewards Club points as part of the negotiation. ** 64 AMER version: JUNE 2016

68 QUALIFYING AND NON-QUALIFYING RATES Seasonal Worker / Crew Rate Distressed Passenger Rate A rate contracted by a hotel for airline, trucking, rail, film, etc crews. May also be a rate provided for migrant worker teams or small worker groups for temporary, seasonal periods. The rate negotiated between a hotel and an airline to accommodate passengers displaced due to cancelled flights, closed airports, etc. APPENDIX E BTA / Consortia Travel Consultant Discount Rate Net Wholesale Rate OTA Package, Room Only or Opaque Rates 50% Travel Club Discounts Rate Conference and Meeting Rates Group Rate The rates extended by a hotel to volume producing travel agencies for the agency's corporate customers. Program for personal travel of Travel Agents. IATA number and ID required. No commission paid, IHG Rewards Club points apply. The rate provided to wholesalers for packages to be resold to individual consumers or groups at participating hotels. Discounted internet rates offered to third party websites sold as hotel room only or as a bundled package, in addition to rates sold to certified third party websites offering an opaque product (price or brand shielded) such as Travelocity, Travelweb, Orbitz, etc A rate negotiated by a hotel included in entertainment discount booklets distributed on a national or regional basis (e.g. ENCORE entertainment booklet). The individual hotels offer conference and meeting rates to associations, corporate groups and social groups (e.g. weddings, reunions, SMERFES: Social, Military, Education, Religious, Fraternal, Ethnic & Sports). Points will not be paid when an individual s room charges are paid as part of a master folio for the meeting. If the rate negotiated is a discount of greater than 30% off of the published Best Flexible Rate, the hotel MAY exclude IHG Rewards Club points as part of the negotiation. * The nightly room rate provided to associations, corporate groups and social groups for guests who stay at the hotel - not associated to banquet or catering charges. Employee Discount Rate Friends and Family Rate Hotels may choose to award points for non-qualifying rates at their discretion. However, no points will be earned for OTA rates and any ancillary spend while staying on an OTA rate. At U.S. and Canada hotels (except at InterContinental Alliance Resorts), points or miles can be collected on all eligible charges for multiple hotel rooms (less than 10) provided those rooms are used in conjunction with the member s stay at the same hotel, and that their IHG Rewards Club member number is recorded on each reservation, or the charges from those multiple room reservations are referred to on the hotel room bill associated with the member s reservation. * When an individual Hotel Special Contract Rate is negotiated it is the responsibility of the company to inform their employees that IHG Rewards Club points or airline miles have been negotiated out of the rate and therefore will not be awarded. Refer to Terms and Conditions for full details. 65 AMER version: JUNE 2016

69 APPENDIX F Hotel Benefit Collect Points or Miles Member Level Club Gold Elite Platinum Elite Spire Elite Delivery Suggestions Points, miles or partner credits are one of the main reasons why guests enroll in the IHG Rewards Club program. Always make certain that the guest s IHG Rewards Club member number or alliance number is attached to the reservation to make certain they are awarded points or miles for the stay. Be familiar with the point structure for your brand/region so if a member asks, you can tell them with confidence what charges at your hotel qualify for points. Note: OTA rates are not eligible to earn any points during their stay which includes enrolling stay 1,000 points and any incidentals charged to their folio. Hotels will not be assessed US$4.75 for OTA enrollments. If the guest requests, and if available, you must extend the check-out time until 2 PM for IHG Rewards Club members, at no additional charge. Let the housekeeping staff know so they can plan for a late cleaning and make Extended Check-Out until 2:00 PM Club Gold Elite certain the room is ready for another guest arrival, if needed. (upon request and availability) Platinum Elite Spire Elite Consider a proactive approach to provide a better experience for the IHG Rewards Club member. Offer the extended check-out benefit when occupancy and staffing levels permit. Confirm it immediately and notify the morning front desk shift and housekeeping team on departure day. Greetings are an important part of creating a great first Member Recognition Club Gold Elite Platinum Elite Spire Elite impression. Extra care and attention needs to be given to IHG Rewards Club Elite Status members who have worked hard to achieve their status. IHG Rewards Club members want to be recognized they want to feel valued and special. Make an effort to recognize 100% of IHG Rewards Club arrivals 100% of the time. Welcome the guest by name, recognize their status, and thank them for their loyalty. Delivery Suggestions: Crowne Plaza, Hotel Indigo, Welcome Amenity Gold Elite Platinum Elite Spire Elite Holiday Inn, Holiday Inn Express and Staybridge Suites hotels must offer a Welcome Amenity choice to IHG Rewards Club Gold Elite, Platinum Elite and Spire Elite members. Spire Elite members receive the same amenity as Platinum Elite. 66 AMER version: JUNE 2016

70 Hotel Benefit Priority Check-In Member Level Club Gold Elite Platinum Elite Delivery Suggestions When implemented correctly, this is what success should look like for Priority Check-In: Front desk teams are well prepared for IHG Rewards Club guest's arrival through the utilization of Guest Arrivals Reports. Front desk teams deliver a flawless check-in experience 100% of the time to all IHG Rewards Club members. IHG Rewards Club Elite Status members are met by a friendly team member who greets them promptly by name. The reservation is found quickly and details are confirmed. IHG Rewards Club guest feels genuinely welcome and appreciated. The entire process is efficient and problem-free. APPENDIX F Spire Elite Success for Spire Elite, Platinum Elite and Gold Elite Members is when: IHG Rewards Club Elite Status members are met by friendly team members who greet them promptly by name and acknowledge their IHG Rewards Club level. Spire Elite, Platinum Elite and Gold Elite Members feel the front desk team has been expecting them by having their room key ready. Spire Elite and Platinum Elite Members feel important when front desk team members have pre-selected a room and take the time to tell them why it s been thoughtfully chosen for that particular stay. Guaranteed Room Availability Platinum Elite Spire Elite Spire Elite and Platinum Elite Members can book one room within 72 hours of arrival with a valid credit card, except during special event periods that are set up in the HOLIDEX Plus system. Once this reservation is made, it must be honored, so make certain to prepare the IHG Rewards Club Key jacket. If the guest does not arrive and does not cancel, one night s room and tax may be billed to the credit card. When availability permits, Spire Elite and Platinum Elite Members should be offered a complimentary upgraded room. Let the member know you were expecting them and have a special room selected for them. Be sure to tell them why the room was selected for them on this occasion. For example, tell them the room has a special view, location in the hotel, or is located on a club floor. Prepare the IHG Rewards Club Key jacket with the room key and registration card to make the check-in process as smooth as possible. Complimentary Room Upgrades Platinum Elite Spire Elite 67 AMER version: JUNE 2016

71 APPENDIX G GUEST ARRIVALS REPORTS The Guest Arrivals Reports have launched and we have seen a measurable impact on Guest Satisfaction, Recognition and Loyalty Enrollments. These reports have proven to help hotels achieve Winning Metrics and deliver a more personal stay experience for our most valued guests. The three arrivals reports to help improve guest experience, increase loyalty and drive brand preference are: 1. Arrivals Summary Report - Primary report used in arrivals planning process 2. Special Request & Customer Care Arrivals Report - Identify all guests (member and non-member) who have stay preferences, reservation special requests or customer care issues 3. IHG Rewards Club Arrivals Detail Report - View information about IHG Rewards Club members that can be used to personalize their guest experience, view additional recommended guest actions, and Heartbeat survey comments and problems To obtain more information on training and accessing these reports, visit Merlin > Initiatives > Guest Arrivals Reports. Arrivals Summary Report 68 AMER version: JUNE 2016

72 9 GREAT REASONS TO USE THE GUEST ARRIVALS REPORTS APPENDIX G 69 AMER version: JUNE 2016

73 APPENDIX G 70 AMER version: JUNE 2016