ihg reference guide 091616.pdf · ihg® rewards club program a priority at your hotel . ... faster...

IHG® REWARDS CLUB MEMBER CARDS

CLUB LEVEL

(Stay up to 9 qualifying nights or 9,999 qualifying points in a calendar year)

GOLD ELITE

(Stay 10 qualifying nights or 10,000 qualifying points in a calendar year)

• All CLUB benefits, PLUS• Priority Check-InSM 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

• Collect points, miles or otherpartner credits• Extended check-out until2:00 PM (when requested andavailable)• Weekday newspaper• Free Internet

• Exclusive Rates (Your Rate)

(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

SPIRE ELITE

(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 Platinummembers)

• Annual Qualification Choice benefits (uponreaching Spire Elite status)○ 25,000 bonus points or○ Gift Platinum Elite status for a year

PLATINUM ELITE

AMEA version: JUNE 2016

INTERCONTINENTAL AMBASSADOR PROGRAM

LOYALTY PROGRAMME EXTENSIONS

PLATINUM AMBASSADOR

(Stay 40 Qualifying Nights; Earn 40,000 Qualifying Points)

• All IHG® Rewards ClubPLATINUM Elite benefits, PLUS

• Exclusive hotel benefitsand recognition atInterContinental Hotels

• Membership: US$200 to join

SPIRE AMBASSADOR

(Stay 75 Qualifying Nights; Earn 75,000 Qualifying Points)

• All IHG® Rewards Club SPIRE Elitebenefits, PLUS

• Exclusive hotel benefits andrecognition at InterContinentalHotels


ROYAL AMBASSADOR

• All IHG® Rewards ClubSPIRE Elite benefits, PLUS

• Exclusive hotel benefitsand recognition atInterContinental Hotels

• BY INVITATION ONLY

GOLD AMBASSADOR

(Automatic Elite status for new activation)

• Automatic IHG® Rewards ClubGOLD Elite benefits for newmembers, PLUS

• Increased recognitionand hotel benefits atInterContinental Hotels


AMBASSADOR TEMPORARY

• Expires three months fromthe activation date

• Member type must beverified in HOLIDEX® Plus

• Earn points when you book forothers in your IHG® Rewards ClubAccount

• Access to exclusive members-onlyoffers and promotions

• Book at your choice of IHG brandsat participating hotels across theglobe

• No booking thresholds and nominimum qualifying spend to earnpoints

AMEA version: JUNE 2016

IHG® BUSINESS REWARDS

• A free night at any of IHG's 5,000hotels

• 25% off dining and beverages• Status upgrade in IHG® Rewards

Club• 25% off IHG's Best Flexible Rate

(single-use)• 10% off IHG's Best Flexible,

Advance Purchase & AdvanceBooking

• A generous dining e-voucher, pre-loaded onto the member's card

• Premium local offers at individualparticipating hotels

IHG® DINING REWARDS

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PROGRAMME OVERVIEW . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

EARNING POINTS, MILES OR PARTNER CREDITS . . . . . . . . . . . . . . . . . . 4

INTERCONTINENTAL AMBASSADOR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

IHG® BUSINESS REWARDS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

STANDARDS OVERVIEW . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

STANDARDS DETAIL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

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LOYALTY CHAMPION . . . . . . . . . . . . . . . . SIGNAGE & APPLICATIONS . . . . . .

COMPLIMENTARY NEWSPAPERVERIFYING POINT BALANCE EXTENDED CHECK-OUT

FREE INTERNET PRIORITY CHECK-IN . . . . . . . . . . . . . . . . . . . . . . . HOTEL ROOM UPGRADES . . . . . . . . . . . . . . . . . . .

GUARANTEED ROOM AVAILABILITY.. MEMBER RECOGNITION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

R EWARD NIGHT . . . . . . . . . . . . . . . .ENROLMENTS . . . . . . . . . . . . . . . . . . . .TRAINING . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

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ADMINISTRATIVE FUNCTIONS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

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MARKETING TOOLS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

APPENDIX A (IHG® REWARDS CLUB SOURCE) . . . . . . . . . . . . . . . . . . . . . . .APPENDIX B (ENROL FOR REWARDS) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .APPENDIX C (HOW TO ORDER & ENFORCEMENT TIMELINE) .......................

APPENDIX D (TAX REIMBURSEMENT)................................................................APPENDIX E (QUALIFYING RATE CHART) . . . . . . . . . . . . . . . . . . . . . . . . . . . .APPENDIX F (HOTEL OPERATIONS) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

APPENDIX G (GUEST ARRIVALS REPORTS) . . . . . . . . . . . . . . . . . . . . . . . . . .

FAQs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .67

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................................................................

HOTEL POINT DEPOSIT ..........................................................................

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IHG® DINING REWARDS ..........................................................................7

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INTERCONTENTAL HOTELS & RESORTS ADDENDUM ...................................

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1 AMEA Version June 2016

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

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 2015 .

When compared to non-members, IHG® Rewards Club members: • Pay More: Members pay a 5% ADR Premium vs . non-members1

o Revenue generated by IHG® Rewards Club members represents close to 40% of hotels’ revenues4

• Stay Longer: Members generate a length of stay premium of 16% vs . non-members1

• Cost Less: IHG® Rewards Club members are more than 3 .5 times more likely to book through a lower cost channelthan non-loyalty members .

o 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% higheron average vs . non-members2

• Members are more Likely to Recommend vs . non-members giving a 2% better score to HeartBeat question on Likelihood to Recommend2

• 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 Brand2

• Members are 4 times more likely to post online hotel reviews on social media vs . non-members1

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 . 1Full Year 2014 2HeartBeat by region rolling year May 2015 312 Month Snapshot 4As of Aug .19 2015

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2 AMEA Version June 20162 AMEA Version June 2016

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

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 n

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Exclusive Hertz Gold Plus Rewards® Five Star® Upgrade Upon Receiving Status n

Elite Members’ Points Don’t Expire n n n


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EARNING IHG® REWARDS CLUB POINTS

All guests may earn IHG® Rewards Club points for stays beginning with the date of their enrollment in the program. Member points remain active as long as the member either redeems or earns points within a 12 month period.

Earning IHG® Rewards Club Points on Enrolling StaysAll guests who enroll in IHG® Rewards Club during a stay at any IHG hotel will be awarded a flat 1,000 points for that qualifying enrolling stay . Consequently, all enrolling stays will be assessed to the enrolling hotel at a flat rate of US$4 .75 . 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 . Elite members staying on an OTA rate are still eligible to receive IHG Rewards Club points as one of their choices for Welcome Amenity (based on regional standards .)

Earning IHG® Rewards Club Points on Subsequent staysAll stays subsequent to the enrolling stay will follow the current earning structure for IHG® Rewards Club, as well as the same assessment formula that exists today .

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 .

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.

EXCLUSIVE RATE (YOUR RATE)

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.


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 www .ihg .com/rewardsclub 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 .

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http://www.ihg.com/rewardsclub

or Spire Elite benefits

INTERCONTINENTAL AMBASSADOR KEY BENEFITS

Ambassadors receive IHG®Rewards Club Gold Elite, Platinum Elite 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, fruitand daily water, one complimentary Pay-TV film per stay

• Members also earn 10 IHG® Rewards Club points per $1USD

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 perstay 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.

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IHG® DINING REWARDS

IHG® Dining Rewards is an exclusive new programme offering generous benefits on dining and accommodation. Members get a free night at any of IHG's 5,000+ hotels worldwide. They will also receive 25% off all dining and beverages at participating IHG hotels and an instant status upgrade in IHG® Rewards Club— the world's largest hotel loyalty programme. Members can take advantage of these valuable benefits:• A free night at any of IHG's 5,000+ hotels• 25% off dining and beverages• Status upgrade in IHG® Rewards Club• 25% off IHG's Best Flexible Rate (single-use)• 10% off IHG's Best Flexible, Advance Purchase & Advance Booking• A generous dining e-voucher, pre-loaded onto the member's card• Premium local offers at individual participating hotels

For a modest annual fee, members invest in their most important relationships. IHG® Dining Rewards makes it easy to connect with family, friends and associates at participating IHG hotels and restaurants. With so many benefits on dining and accommodation, membership practically pays for itself. For additional information please visit: http://www.ihg.com/diningrewards.

IMPORTANT NOTE: The IHG® Dining Rewards programme will be discontinued effective 31 December 2016.


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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® .


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*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 bookersaccount, 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 thegroup 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 othercharges 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 www .ihg .com/businessrewards .

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 www .ihgmerlin .com/businessrewards .

For further information on IHG® Business Rewards, please visit the IHG® Business Rewards Initiative page on Merlin on www .ihgmerlin .com/ihgbusinessrewards .


http://www.ihg.com/businessrewards

http://www.ihgmerlin.com/businessrewards

http://www.ihgmerlin.com/ihgbusinessrewards

Standard Standard Overview

Enrollment

The minimum quarterly qualified enrollment quota for new IHG®

Rewards Club members, based on IHG Brand affiliation and hotelsize, 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.

Member RecognitionAll 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.

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Complimentary Weekday Newspaper

A complimentary newspaper must be provided each weekday to all IHG® Reward Club members.


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Verifying Points BalanceIHG® Rewards Club members must be provided with their IHG® Rewards Club points balance when requested.

Extended Check-OutExtended Check out until 14:00 must be granted to all IHG® Rewards Club members upon request, subject to availability and at no additional charge.

Free Internet

The standard level of internet access must be extended in public areas, atno cost, to all IHG® Rewards Club members visiting the hotel who have noroom reservation.

The standard level of internet access must be provided for the duration ofthe guest’s stay at no additional cost to all validated IHG® Rewards Clubmembers at Check in.

Priority Check-InPriority Check in service must be provided to IHG® Rewards Club Spire Elite, Platinum Elite and Gold Elite members.

Hotel Room UpgradesAn 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.

Standard Overview

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Refer to Appendix F for additional information.


StandardA Loyalty Champion must be nominated in each hotel.

Standard specificationsA Loyalty Champion must carry out the following duties:

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 .

• 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 .

• 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

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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

StandardIHG® 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 Clubmember's profile .

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.

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 .

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StandardA complimentary newspaper must be provided each weekday to all IHG® Reward Club members.

COMPLIMENTARY NEWSPAPER

• Members must be informed at Check in, verbally or in writing (by sign at the front desk or cardhanded to the member), how the newspaper will be available .

Additional Notes:

Regardless of brand standard, a complimentary newspaper, either local, national or international, should be provided as described above.


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 .

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 .

StandardExtended check out until 14:00 must be granted to all IHG® Rewards Club Members upon request, subject to availability, and at no additional charge.

EXTENDED CHECK-OUT

Guidelines :

a) Front Desk colleagues should ask arriving guests whether they will require an extended Check out duringthe Check in process .

b) A later Check out than 2:00pm may be offered, if appropriate to the market .

StandardThe 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.

FREE INTERNET

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StandardPriority 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 .


Operating Procedures:

Pre-Registration:

To 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 .2.

3 .4 .

Determine room type availability and use the arrivals list to pre-assign rooms to arriving Gold Elite and preassign 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 .

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 . Explain how they will get their complimentary weekday newspaper .3 . Let Gold Elite, Platinum Elite and Spire Elite guests know that you were expecting them and that their room has

already been prepared for them .

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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 .

StandardThe 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 BestFlexible rate .

• Exceptions are allowed during special events that result in extraordinary room demand, howeverthey must be set up in the Central Reservation System (CRS), currently named HOLIDEX® Plussystem 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 .

Guidelines:

Upgrades might include rooms on higher floors, corner rooms, newly renovated rooms, suites or rooms with a preferred view .

HOTEL ROOM UPGRADES

Upgraded rooms are very important to Platinum Elite and Spire Elite . Although a suite or club floor may not always be available, Platinum Elite and Spire Elite Members should be upgraded to the next best available room onevery stay . It is also important to TELL the Platinum Elite and Spire Elite Member that he/she is being given anupgrade during check-in .

StandardAn 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 arrivingat the hotel .

• Colleagues must tell the Platinum Elite and Spire Elite member that they have been upgradedduring 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 .


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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 .

• Each morning colleagues must retrieve the IHG® Rewards Club guest arrival list from the PropertyManagement 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 thequestion regarding whether or not the guest was recognized as a IHG® Rewards Club memberand their status at Check-in .

Guideline: • Colleagues should refer to the IHG® Rewards Club Reference Guide on how to recognize Gold Elite, Platinum Elite

and Spire Elite members .

StandardAll Front Desk colleagues must greet IHG® Rewards Club members using their name, recognising their membership and IHG® Rewards Club status at Check in.

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 .

StandardReward Night reservations must be accepted.

• The Platinum Elite and Spire Elite Room Availability Guarantee does not apply to Reward Nightreservations .• 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® RewardsClub 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 .


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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 ..

StandardThe minimum quarterly qualified enrollment quota for new IHG® Rewards Club Members, based on brand affiliation and hotel size, must be met.

2014 New Quarterly Enrollment Goal

Hotel Size

(No. of rooms)

0-99 75 75 75 75 75 75 75 39

100-149 120 120 120 120 120 120 120 60

150-199 150 150 150 150 150 150 150 75

200-249 195 195 195 195 195 195 195 90

250-299 225 225 225 225 225 225 225 120

300+ 300 300 300 300 300 300 300 150

2016 Quarterly Enrollment Goal

• 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 “enrollment 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 .

• 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 .

StandardIf no IHG Rewards number appears on the guest reservation, the guest must be asked if they are a member at Check in.

2014 New Quarterly Enrollment Goal

39 24 75 24

60 39 120 39

75 51 150 51

90 66 195 66

120 81 225 81

150 105 300 105

75

120

150

195

225

300

*AMEA ONLY - Brilliant Basic enrollment target: Meet global standard minimum of enrollments ANDachieve AMEA stretch target of enrollments tied to IHG® Rewards Club Brilliant Basic targets. Pleasespeak to your GM for more information.


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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 .

StandardGeneral Managers and Front Desk Colleagues must complete IHG® Rewards Club training within 90 days of commencement of employment.

StandardGeneral 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 training within 90 days of commencement of employment .

1. Four (4) hotel employees, which should include the General Manager and the Loyalty Champion, mustcomplete: 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-Learningmodule.

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 - theIHG® Rewards Club Compliance Assessment module with 100% test score.

2. The General and Loyalty Champion should also complete the 4 - Loyalty Champion e-Learningmodule.

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 - LoyaltyConnectmodule, 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.

Guideline:All other guest facing colleagues should complete IHG® Rewards Club refresher and on-going training upon notification from IHG.

Training for 2016Training 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:


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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 .


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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 .

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 .

HAS DETAIL CHECKOUT USES DAILY LPU CHECKLISTCAPABILITY?

Yes A

No B and C


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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> .

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 5 .

5 . 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 6 .

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 .


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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 7 .

6 . Make room rate adjustment in the <Average Room Rate> field . Do not zero out room revenueunless it is a complimentary room .

• If the rate is changed to ‘non-qualify’, a reason must be selected . Members will not receive pointsfor 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 .

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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 .

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 5 .


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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 .

6 . 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 .

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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 .

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.


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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 anyapplicable 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 dayof the current month . The IHG® Rewards Club Invoice Report can be retrieved, viewed or printed viaMerlin > Applications > IHGSmartPay approximately the 10th day of each month .

• 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% .

• 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 thepoints 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 providedby the guest if a retroactive credit adjustment request is valid, they will add the missing stay information tothe hotel’s LPU list for review . The hotel has three days to update the transaction on the LPU after which thestay 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 email may be sent to thehotel in question to confirm the validity of the credit request . If the hotel does not respond within 24 hours, theIHG® Rewards Club Service Center agent will make the adjustment in favor of the member and the record willappear 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 .

2222

2222

2222

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• At InterContinental Alliance Resorts, the assessment fee is US$9 .50 per qualified stay .


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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> .

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 .


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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 choosesto collect miles, select miles from the drop-down box, then select the carrier and type in the alliancenumber .

• If your hotel does not use pre-numbered enrollment forms, leave the <IHG® Rewards ClubMember ID> field blank . After completing the process, the system automatically generates anew IHG® Rewards Club Member ID number .

• If your hotel uses pre-numbered enrollment forms, you must type the IHG® Rewards Club numberthat appears on the form in the <IHG® Rewards Club Member ID> field .


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5 . Type your hotel employee number in the <Your Employee ID> field .

6 . 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 beadded 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 .

OPERA makes enrolling easy1 . 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 email .

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 • Email

Note: If the member has more than 50,000 points, hotel users are blocked from adding an email 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 email or mailing address to receive this information .


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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 email address (the existing email 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 email address upon request or when you see a yellow triangle next to the email address field (indicating the address on file is invalid) . Ask the member to confirm the email address they want associated with their membership . Click into the email 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 email field . If a yellow triangle appears, ask again for the member to confirm their address . Once complete and validated, LoyaltyConnect will send an email to all previous addresses on file to confirm the member agreed to the address update .


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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 email section, click the Add email button to add a new email address . You will not be able to delete or edit an existing email address . Select from Business, Personal or Undefined . Type in the email address . You have the option of selecting HTML or text format for emails 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 email address must be in the member profile in order to select email as preference) .

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 www .ihgrewardsclub .com 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 email address in their member profile, take this opportunity to ask the member for an email address . Email 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 email address . New members will receive a welcome email 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 .


http://www.ihgrewardsclub.com

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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 .

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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 www.ihgrewardsclub.com.

POINTBREAKS

PointBreaks®are Reward Night 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

To 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):


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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 RateCheckbox

• 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,


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:

7 . Select the Stats & Info tab

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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

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entry and select OK36 AMEA Version June 2016

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 .

Check Merlin for additional information on activating rate categories, found in the HOLIDEX®Plus Information Center .

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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 .

5 . 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.

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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

In 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 .

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.

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 canrender the reservation ineligible for reimbursement in

number of rooms sold and available as the HOLIDEX US 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.

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 BalancingInventory balancing is the process of ensuring your hotel property management system-PMS has the same

®Plus

Verification of Secondary Names on Reward Night Reservations:


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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 (non-compliance 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 .

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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.

To file a Reinstatement reimbursement request for stay dates that were not reimbursed, the hotel is required to email supporting documentation to IHG® Rewards Club Service Center at HYPERLINK “mailto:[email protected]” [email protected] 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 email 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 lastname, member ID number, and requested payment amount broken down by individual reservation(hotel calculations will be reviewed for accuracy).

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REWARD NIGHT/FREE NIGHT REIMBURSEMENT

Low Occupancy Volume Incentive Reimbursement (LOVIR)

Hotel’s Annual ADR (USD) Low Occupancy

0 – US$74 .99 US$20

US$75 – US$125 .99 US$25

US$126 – US$149 .99 US$35

US$150 + US$50

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 detailsIf 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 .

Table 1 – 2014 Low Occupancy Reimbursement Tiers

Low Occupancy Reimbursement Tiers

Low Occupancy Volume Incentive Reimbursement

Hotel’s Annual ADR (USD)

0 – US$74 .99 $20 $20 $40

US$75 – US$125 .99 $25 $25 $50

US$126 – US$149 .99 $35 $35 $70

US$150 – US$249 .99 $50 $50 $100

US$250 – US$349 .99 $50 $100 $150

US$350 + $50 $150 $200

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.

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:

Low OccupancyReimbursement Amount

LOVIR AdditionalReimbursement Amount

TotalReimbursement Amount

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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 .

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High Occupancy Reimbursement detailsIf 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 email 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 Complimentary rooms

Out-of-Order rooms Occupancy percentage

Rooms sold House Use rooms (if applicable)

Room revenue Day Use rooms (if applicable)

Acceptable Systems Generated Reports: IHG® Rewards Club Reimbursement documentation

Opera PMS-Managers Report-Managers Flash-Rate Category by Room TypeReport

-Guest-In-House-Detailed Report-Group Room Block Report

Brilliant PMS-Occupancy Revenue Per Ratecode 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

To calculate ADR and Occupancy, please use these equations:

1. Net Rooms Revenue = Room Revenue - IVANI room revenue2. Net Rooms Sold = Total Rooms Sold - IVANI rooms occupied3. ADR = Net Room Revenue / Net Rooms Sold4. 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.

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REWARD NIGHT/FREE NIGHT TAX REIMBURSEMENT DETAILS

Taxes 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) .

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 .

REQUESTING REIMBURSEMENT FOR REWARD /FREE NIGHTS

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>

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3 . For all stays with a status of INITIATED, click on the <Adjust> hyperlink .

5 . 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 email 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 .

4 . In the OCC% (occupancy) column, type the numeric occupancy percent for the stay date you wish to bereimbursed that is in the INITIATED status . [Note: you must enter the actual numeric percentage (ex . 79 .55) . Do not round figures up or down .]

If the occupancy for the stay date is 95% or higher, go to step 5 . Otherwise, go to step 6 .

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REIMBURSEMENT STATUS DEFINITIONS

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 email 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 .

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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 .

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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

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 .

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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 creditsor 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 .

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 .

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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 tohttp://tinyurl .com/2015pointdepositchanges

• Promotion – your hotel can offer additional points for promotional events, special stay types or actionstaken by the guest (like dining in the restaurant)

• Service Recovery – to apologize to a guest when something about their stay was not up to theirexpectations

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 .


http://tinyurl.com/2015pointdepositchanges

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 .

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 .

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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.

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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:

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: www .ihg .com/bonuspoints.

5,000 bonus points for stay between 4 and 6 nights 1k/3 Nts, 2k/7 Nts, or 125 AIR MILES®† /3 Nts10,000 bonus points for 7 night consecutive stay 250 AIR MILES®† /7 Nts2,000 bonus points per stay 400/Stay or 50 AIR MILES®† /Stay3,000 bonus points per stay 600/Stay or 75 AIR MILES®† Stay4,000 bonus points per stay 800/Stay or 100 AIR MILES®† /Stay5,000 bonus points per stay 1k/Stay or 125 AIR MILES®† /Stay2,000 bonus points for 2 night consecutive stay 400/2 Nts or 50 AIR MILES®† /2 Nts3,000 bonus points for 4 night consecutive stay 600/4 Nts or 75 AIR MILES®† /4 Nts4,000 bonus points for 7 night consecutive stay 800/7 Nts or 100 AIR MILES®† /7 Nts1,000 bonus points per stay 200/Stay or 25 AIR MILES®† /Stay3,000 bonus points for 3 night consecutive stay 600/3 Nts or 75 AIR MILES®† /3 Nts

Bonus Points Packagepoints 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)

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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 CertificatesGold 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 .

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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.

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


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

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HOW TO ACCESS IHG® REWARDS CLUB TRAINING

To find out available IHG® Rewards Club Training, go to Merlin > Applications > myLearning

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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 Trainingstandards.

• 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

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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 email when your hotel meets its Monthly Enrollment minimum goal (as described in the chart below), and valid email capture target, at the same level . For example, if your hotel’s Qualified Enrollment goal is 40, your email capture goal will also be 40 .

EFR Enrollment Minimum Goal 2016 Monthly Pro-Rated Enrollment Goal

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 email 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 email?

A valid email is:

• An email that follows proper email format: __________@____ .com• An email address that is active and can receive emails• Verified by third-party validator and has no bounce-back from the welcome email• An email that is not a duplicate email 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

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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

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

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, 2015


TAX REIMBURSEMENT RULES, GUIDELINES AND EXAMPLES

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 .

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 offees 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 anattempt to avoid payout .

• The hotel should expense the remaining balance and it should be reflected in the Profit & LossStatements 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 taxingauthorities .

Rules (See table on next page for examples.)

Rules for individual room folio taxes1 . 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% .

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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 DescriptionPay Points

Yes No

Best Flexible RateThe 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.

Retail (Public) Rates

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.

Federal Government, State & Provincial Government

Rates

Rates extended to Federal, State and Provincial officials/employees/departments/agencies recognized by IHG.

Buy / Get Offers (BOGO)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.On

purchased night only

Bonus Points Package A non-discounted room rate with bonus IHG® Rewards Club points as a value add.

Complimentary Nights Hotel granted free night.

Loyalty Program Related Free Night

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).

Corporate Gold Rate 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. **


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QUALIFYING AND NON-QUALIFYING RATES

Seasonal Worker / Crew 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.

Distressed Passenger RateThe rate negotiated between a hotel and an airline to

accommodate passengers displaced due to cancelled flights, closed airports, etc.

BTA / Consortia The rates extended by a hotel to volume producing travel agencies for the agency's corporate customers.

Travel Consultant Discount Rate

Program for personal travel of Travel Agents. IATA number and ID required. No commission paid, IHG® Rewards Club points apply.

Net Wholesale Rate The rate provided to wholesalers for packages to be resold to individual consumers or groups at participating hotels.

OTA Package, Room Only or Opaque Rates

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

50% Travel Club Discounts Rate

A rate negotiated by a hotel included in entertainment discount booklets distributed on a national or regional basis (e.g. ENCORE

entertainment booklet).

Conference and Meeting Rates

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. *

Group RateThe 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.

* 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.


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Hotel BenefitMember

LevelDelivery Suggestions

Collect Points or Miles

ClubGold Elite

Platinum EliteSpire Elite

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.

Extended Check-Outuntil 2:00 PM(upon request and availability)

ClubGold Elite


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 certain the room is ready for another guest arrival, if needed .

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 .

Member RecognitionClub

Gold Elite Platinum Elite

Spire Elite

Greetings are an important part of creating a great firstimpression . Extra care and attention needs to be givento IHG® Rewards Club Elite Status members who haveworked hard to achieve their status . IHG® Rewards Clubmembers want to be recognized—they want to feelvalued and special . Make an effort to recognize 100% ofIHG® Rewards Club arrivals 100% of the time . Welcomethe guest by name, recognize their status, and thank themfor their loyalty .

Complimentary WeekdayNewspaper

ClubGold Elite


Tell the guest that as a IHG® Rewards Club member they are entitled to a complimentary weekday newspaper . Tell the guest which newspaper you will provide for them, and let them know how it will be available to them—either delivered directly to their room or placed in a convenient location, like the lobby .


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Hotel BenefitMember

LevelDelivery Suggestions

Priority Check-In

ClubGold Elite


When implemented correctly, this is what success should look like for Priority Check-In:

• Front desk teams are well prepared for IHG® RewardsClub guest's arrival through the utilization of GuestArrivals Reports .

• Front desk teams deliver a flawless check-in experience100% of the time to all IHG® Rewards Club members .

• IHG® Rewards Club Elite Status members are met bya friendly team member who greets them promptly byname .

• 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 .

Success for Spire Elite, Platinum Elite and Gold Elite Members is when:

• IHG® Rewards Club Elite Status members are met byfriendly team members who greet them promptly byname and acknowledge their IHG® Rewards Club level .

• Spire Elite, Platinum Elite and Gold Elite Members feel thefront desk team has been expecting them by having theirroom key ready .

• Spire Elite and Platinum Elite Members feel importantwhen front desk team members have pre-selected a roomand take the time to tell them why it’s been thoughtfullychosen for that particular stay .

Guaranteed Room Availability


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 .

Complimentary Room Upgrades


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 .


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Initiatives > Guest Arrivals Reports .

GUEST ARRIVALS REPORTSThe 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 issues3 . 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 >

Arrivals Summary Report

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9 GREAT REASONS TO USE THE GUEST ARRIVALS REPORTSA

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FREQUENTLY ASKED QUESTIONS

Standards:

Q: Why are standards so important for the IHG®

Rewards Club program?

Q: How will I know whether my hotel is meetingthe required performance against thesestandards?A: Compliance with IHG® Rewards Club standardswill be measured by quarter . Reporting is sentto hotels monthly for trending and quarterly forcompliance via IHG® Rewards Club PerformanceTracker .Q: My hotel already has a high contributionfrom IHG® Rewards Club members, so Idon’t have very many opportunities to enrollnew guests. How will we be able to meet theenrollment standard?A: The IHG® Rewards Club enrollment standard

was created to ensure that all hotels enroll at least some guests each month. There are hundreds of hotels that are already enrolling far more than what is required by the standard. Consider a 100-room hotel with 50% of its rooms occupied by IHG® Rewards Club members (35% is the IHG system average) . If this hotel records 60% monthly occupancy, with 50% contribution from IHG® Rewards Club members, then this hotel will have an opportunity to enroll 450 non-IHG® Rewards Club guests, based on a two-night average length of stay . The enrollment standard for this hotel required 30 enrollments per month, so this hotel only has to enroll less then 10% of its non-IHG® Rewards Club guests .Note: Adjustments have been made to this standard for IHG brands with longer average lengths of stay (i .e ., Candlewood Suites, Staybridge Suites) .

Q: How is the Member Recognition question calculated?A: Two HeartBeat questions are used to calculate one combined Member Recognition score . Only “yes” and “no” responses are counted . “Don’t Remember” responses and survey responses from members enrolled during the stay are not counted .

Q: If my hotel fails to meet a single IHG®

Rewards Club standard, will we be in failure of all IHG® Rewards Club standards?A: No, each of the IHG® Rewards Club standards will be measured independently . So it is possible for your hotel to fail one, two, three, or four of the measurable standards each quarter .

Reporting & Exceptions:Q: When is reporting updated in the system?

A: Performance Tracker is updated on the 20th of

each month . For example, if a learner completes the training between November 1–30, results will be

posted December 20th on Performance Tracker .

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Q: Which standards can lead to hotels being assessed if they are not in compliance?A: While all standards are measured for compliance here are the three that lead to being assessed for not passing.1. Enrollments2. Rewards Nights3. Training

A: Providing consistency for members is important because it is directly correlated with customer satisfaction and RevPAR. IHG® Rewards Club standards will help ensure consistency. We know IHG Rewards Club members: • Pay More: Members pay a 5% ADR Premiumvs. non-members

- Revenue generated by IHG Rewards Clubmembers represents close to 40% of hotels’revenues

• Stay Longer: Members generate a length of staypremium of 16% vs. non-members• Cost Less: IHG Rewards Club members aremore than 3.5 times more likely to book through alower cost channel than non-loyalty members.

- Lower cost channels include Web or CROwhich don’t have booking fees like OTAand GDS channels.


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QFREQUENTLY ASKED QUESTIONS

Q: When can hotels apply for an exception to a standard?A: To file an exception request, hotels should complete the Exception Request form in Performance Tracker. Hotels will be allowed to apply for exceptions after each quarterly report is released. This allows hotels to use factual information about the standard they are requesting a waiver for. Example: For Q3 (July–Sept), the Quarterly Report is released Oct 20th, and exception requests will be accepted for Q3 beginning on Oct 20th, for 60 days.

Q: How long will an exception last?A: The length of an exception will be determined by the factual data submitted with the exception request . For instance, if a hotel is requesting an exception for the enrollment standard because they are under renovation, the length of the renovation will be considered . The minimum length of an exception is one quarter .

Enforcement:

Q: How does failing a standard lead to my hotel receiving additional hotel assessments? Is there a warning or correction period?A: If your hotel fails a standard for the first time in a quarter, a warning will be issued stating that the hotel is in failure of that IHG® Rewards Club standard . If your hotel is in failure of the same standard for two consecutive quarters, it will be issued an assessment of US$500 on its IHG® Rewards Club invoice . If your hotel fails the same standard for three consecutive quarters, an incremental US$500 will be added to the assessment for a total of US$1,000 . Hotels will continue to be charged US$1,000 for each consecutive quarter until they meet the standard . There is no maximum penalty .

Check-In Experience:

Q: How do I treat members from the InterContinental Ambassador program who stay at my hotel?A: Ambassador or Royal Ambassador Members are entitled to program benefits at InterContinental Hotels. However, when an Ambassador member stays at another IHG brand hotel, they are considered IHG®

Rewards Club Gold Elite status members (AMB-Gold). Those Ambassador members that have earned more than 40 Qualifying Nights or 40,000 Elite Qualifying points are considered Platinum Elite (AMB-Plat) and Ambassador members earning 75 Qualifying Nights or 75,000 Elite Qualifying points are considered Spire Elite Ambassador members (AMB-SPIRE). As with all IHG®

Rewards Club members, these Ambassador members should be greeted, their IHG® Rewards Club status should be recognized and all the IHG® Rewards Club benefits should be delivered as part of their check-in experience. Royal Ambassadors will receive Spire Elite benefits when staying at a non-InterContinental brand hotel.

Q: Does my front desk team still need to complete the IHG® Rewards Club standards training?A: Yes, your front desk team (including new team members) must be in compliance with the IHG®

Rewards Club standards training each year. To maintain training compliance, hotels are required to have a minimum number of people pass the curriculum and post tests. Your compliance is reported via the IHG® Rewards Club Performance Tracker.

Q: Is there any incentive offered by IHG®

Rewards Club for front desk team members to increase recognition scores?A: No, no incentives are offered by IHG® Rewards Club at this time .

Q: Who can I contact to ask additional questions about IHG® Rewards Club standards?A: Contact askihgrewardsclub@ihg .com .

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Each year the Training Standard is “reset” and hotels must complete the required modules during the first quarter of every year. Training completed in the previous year will not be counted toward the current year’s Training Standard Compliance.


mailto:[email protected]

IHG® Rewards Clubcontact information

[email protected] sending an e-mail to the Hotel Help Desk you will receive a response within 24 hours. Asia Australasia

Tel: +63 2 857 8777Fax: +63 2 857 8787

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

Calls cost 10 pence a minute from a BT Landline.Calls from other networks and mobiles may cost more.IHG® REWARDS CLUB NIGHT REIMBURSEMENTS and ACCOUNTING DEPARTMENTFor high occupancy reimbursement, the hotel is required to send an email with documentation to [email protected] for verification.

IHG® Business [email protected]

IHG® REWARDS CLUB APPLICATION(ENROLMENT) FORMS LEGAL STORAGEREQUIREMENT(Middle East and Africa)As a legal requirement, ALL HOTELS in the Middle East and Africa need to mail IHG® Rewards Club application forms after enrolment of the guest in the system to:

IHG® Rewards Club at Iron MountainDocklands Data Centre, Leven Road, Poplar, London E14 0LL, United KingdomDCO DATA TRANSMISSION ISSUES• When accessing the LPU, if there is no data for a date,or if there is only certain data showing (eg: check-outs butno folio data), then the DCO may not have sent. Contactyour local PMS Support Desk to ask them to resend theDCO file.• If this continues, contact [email protected] to seekassistance. If there is a backlog of DCO files that need tobe sent, your PMS Support Desk can advise you on theprocess.• Remember that any dates which do not show data forIHG® Rewards Club guests in the LPU will not pay pointsto the guest until the DCO file has been resent andreceived in FMDS (HOLIDEX).

To prevent causing inconvenience to the guest, ensure that you contact the IHG® Rewards Club Hotel Help Desk to ask them to manually credit any guests who have not received their points.IHG® REWARDS CLUB SERVICE CENTER – MEMBERS ONLYWebsite: www.ihgrewardsclub.com

IHG Invoice Enquiries Email: [email protected]

For complete Terms and Conditions, please visit ihgrewardsclub.com

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

*US toll charges apply ©2016 InterContinental Hotels Group. All rights reserved. Most hotels are independently owned and/or operated.


This addendum to the IHG® Rewards Club Resource Guide is provided to assist InterContinental Hotels in the delivery of the IHG® Rewards Club program.

For a complete review of the Ambassador Program, download the A-Z Guide to the InterContinental Ambassador Program on IHG Rewards Club Source>Resources tab.

InterContinental Hotels & Resorts Loyalty Program Addendum


Theminimum quarterlyqualifiedenrollment quotafor newIHG® Rewards Club members, basedon brandaffiliation and hotel size, must be met.

EnrollmentColleagues must ask Gold Elite, PlatinumEliteand SpireEliteIHG® Rewards Club members if they would liketo becomeInterContinental Ambassador members.

Member RecognitionAll Front Desk colleagues must greet IHG® Rewards Club membersusing their name, recognising their membership and IHG® RewardsClub status at Check in.

Reward Night

Reward Night reservations must be accepted.

At least 5% of room inventory must be allocated each weekendfor the InterContinental Ambassador Free Weekend NightCertificate benefit.

InterContinentalAmbassador and IHG®

Rewards Club Training

General Managers, Reservations, GuestRelations andFront DeskColleagues mustcompleteInterContinental Ambassador andIHG®

Rewards Clubrefresher andon-goingtraininguponnotificationfromIHG®

Loyalty Champion ALoyaltyChampion mustbenominatedin eachhotel.

S ignage and Applications IHG® Rewards ClubandInterContinental Ambassador dual brandedsignagemust bedisplayedvisiblyat Front Desk at all times.

ComplimentaryWeekdayNewspaper

Acomplimentarynewspaper must beprovidedeverydaytoInterContinental Ambassador member rooms andeachweekdaytoall IHG® RewardClubmembers.

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Verifying Points BalanceInterContinental Ambassador and IHG Rewards Club members must beprovidedwith their IHG® Rewards Club points balancewhen requested.

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Extended Check-OutExtended Check out until 14:00 must be grantedto all IHG Rewards Clubmembers upon request, subject to availabilityand at no additional charge.

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The standard level of internet access must be extended in public areas, atno cost, to all IHG® Rewards Club members visiting the hotel who have noroom reservation.

Free InternetThestandard level of internet access must be providedfor the duration ofthe guest’s stay at no additional cost to all validatedInterContinental Ambassador and IHG® Rewards Club members at Check in.

Priority Check-InPriority Check in service must be providedto IHG Rewards Club SpireElite, Platinum Elite and Gold Elite members.

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Member RecognitionAll Front Desk colleagues must greet InterContinental Ambassador and IHG®

Rewards Club members using their name, recognising their membership andInterContinenal Ambassador or IHG® Rewards Club Welcome status at Check in.

Complimentary HotelRoom Upgrade

An upgrade to the next best available room must be offered to Platinum Eliteand Spire Elite members based on room availability.InterContinental Ambassador members must be offered an upgrade to thenext available room type.InterContinental Royal Ambassador members must be offered complimentaryupgrades to an Executive room, Club room with Club lounge access or Suite.

Guaranteed RoomAvailability

The Platinum Elite and Spire Elite Room availability Guarantee must applywhen a Platinum Elite and Spire Elite member makes a guaranteed roomreservation through the IHG Rewards Club Service Center.

InterContinental Room Ambassadors must be guaranteed areservationsubject to it being made by 12:00 (noon) on the day prior to arrival.

Standard Overview

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The Loyalty Champion Program was developed to have a single point of contact to ensure IHG® Rewards Club isthe best it can be at each hotel .The Loyalty Champion is responsible for leading the front desk team in deliveringa great Guest Experience and driving Loyalty revenue at the hotel locally.

StandardA Loyalty Champion must be nominated in each hotel.

• They must complete all required InterContinental Ambassador, IHG® Rewards Club and LoyaltyChampion training within 2 weeks of being nominated .

• They must be nominated and trained no later than 14 days 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 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:All other guest facing colleagues should complete InterContinental Ambassador and IHG Rewards Clubtraining within 90 days of commencement of employment.

Standard specificationsA Loyalty Champion must carry out the following duties:

• Managing enrollment programs• Monitoring InterContinental Ambassador and IHG® Rewards Club standards performance• Ensuring all Front Desk and new colleagues complete InterContinental Ambassador and IHG®

Rewards Club training• Ensuring consistent delivery of InterContinental Ambassador and IHG® Rewards Club member

benefits at the hotel

LOYALTY CHAMPION

IHG Rewards Club and InterContinentalAmbassador Standards

Your hotel must be consistent in following all InterContinental Ambassador and IHG Rewards Club programmestandards, as consistency is critically important to our members .Your compliance with these standards isessential to ensure we retain these valuable members each time they stay atan IHG hotel.

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ENROLLMENT

StandardThe minimum quarterly qualified enrollment quota for new IHG® Rewards Club members, based on brand affiliation and hotel s ize must be met.

• Colleagues must obtain each guest's permission prior to enrolling them in IHG® Rewards Club• The enrollment date must be within a day before check in and within a day after check out.• The enrolling guest must have stayed at the hotel specified as the “enrollment 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 tocheck out .

• For non Detailed Check Out hotels the new IHG® Rewards Club membership number must beadded to the guest reserva on record in Central Reserva on System (CRS), currently namedHOLIDEX® Plus prior to check out.

Standards:

• Colleagues must ask Elite IHG® Rewards Club members if they would like to become InterContinentalAmbassador members .

• InterContinental Ambassador members must be offered the opportunity to renew expiring memberships .

StandardIf no InterContinental Ambassador or IHG Rewards Club number appears on the guestreservation, 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 theInterContinental Ambassador or IHG Rewards Club program

• IHG Rewards Club and InterContinental Ambassador dual branded application forms must bereadily available, but not displayed at the front desk

Guidelines:

• If the guest is already a member, but no membership number is included on their reservation, colleaguesshould ask for their membership number or look it up on LoyaltyConnect.

EARLY CHECK-IN

StandardInterContinental Royal Ambassador members must be offered an early check in from 08:00.

Guidelines:

a) Alternative accommodations may be offered if reserved accommodations are not available until later.


StandardPriority Check-in service must be provided to all InterContinental Ambassador and IHG®

Rewards Club Spire Elite, Platinum Elite and Gold Elite members .

• Where hotel space allows, a separate Check in desk or area may be provided .• 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 InterContinental Ambassador and IHG®

Rewards Club Gold Elite, Platinum Elite and Spire Elite members in this area at all times .

Guideline:

• S ignage should be clearly visible to ensure that InterContinental Ambassador and IHG® Rewards ClubGold Elite, Platinum Elite and Spire Elite members know where to check in.

• Members should not have to wait and should be served immediately.

PRIORITY CHECK-IN: SPIRE ELITE, PLATINUM ELITE AND GOLD ELITE MEMBERS

StandardExtended check out until 14:00 must be granted to all IHG® Rewards Club Members uponrequest, subject to availability, and at no additional charge.InterContinental Ambassador members must be guaranteed a check-out time of 16:00 uponrequest at no additional charge.

Guidelines :

a) Front Desk colleagues should ask arriving guests whether they will require an extended Check out duringthe Check in process .

b) A later Check out may be offered, if appropriate to the market.

EXTENDED CHECK-OUT

StandardThe standard level of Internet access must be provided for the duration of the guest’s s tayat no additional cost to all validated InterContinental Ambassador and IHG® Rewards Clubmembers* at Check in.

The standard level of Internet access must be extended in public areas , at no cost, to allvalidated InterContinental Ambassador and IHG® Rewards Club members* vis iting the hotelwho have no room reservation.

FREE INTERNET

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MEMBER RECOGNITION

StandardAll Front Desk colleagues must greet IHG® Rewards Club members us ing their name,recognis ing their membership and IHG® Rewards Club status at Check in.

• Each morning colleagues must retrieve the InterContinental Ambassador and IHG® RewardsClub guest arrival list from the Property Management System (PMS) or Central ReservationSystem (CRS), currently named Holidex® Plus, or Guest Arrivals Reports and identify 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 thequestion regarding whether or not the guest was recognized as a IHG® Rewards Club memberand their status at Check-in.

• All members must be provided with the appropriate IHG® Rewards Club/InterContinental keywallet .

Guideline:a) Colleagues should refer to the IHG® Rewards Club Reference Guide on how to recognize Gold Elite,

Platinum Elite and Spire Elite members.

REWARD NIGHT

StandardReward Night reservations must be accepted.

• All IHG® Rewards Club benefits, excluding upgrades for Platinum Elite and Spire Elite members,must be honoured for IHG Rewards Club members in conjunction with their Reward Night stays .

• The Platinum Elite Spire Elite Room Availability Guarantee does not apply to Reward Nightreservations .

• 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 InterContinental

Ambassador or IHG® Rewards Club benefit .

Standard: The following Ambassador and Royal Ambassador benefits are excluded when staying on aReward Night:

• Room upgrades• One free paid TV film• 24 hour room availability• 8 a .m . early check-in• Complimentary mini bar

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INTERCONTINENTAL® AMBASSADOR AND IHG® REWARDS CLUB TRAINING

StandardGeneral Managers, Reservations, Guest Relations and Front Desk Colleagues must completeInterContinental Ambassador and IHG® Rewards Club training within 90 days of commencementof employment.

Guideline:

All other guest facing colleagues should complete InterContinental Ambassador and IHG® Rewards Clubtraining within 90 days of commencement of employment.

StandardGeneral Managers, Reservations, Guest Relations and Front Desk Colleagues must completeInterContinental Ambassador and IHG® Rewards Club refresher and on-going training uponnotification from IHG.

Guideline:

All other guest facing colleagues should complete InterContinental Ambassador and IHG® Rewards Clubrefresher and on-going training upon notification from IHG.

Training for 2016

To achieve completion of the 2016 IHG® Rewards Club Training Standard, please refer to the information below:

Crowne Plaza, Holiday Inn, Hotel Indigo, and EVEN hotels:

1) Four (4) hotel employees, which should include the General Manager and the Loyalty Champion, mustcomplete the LoyaltyConnect module, The Fundamentals module and the IHG® Rewards Club ComplianceAssessment module with 100% test score.

2) The General Manager and Loyalty Champion should also complete the 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, mustcomplete the LoyaltyConnect module, The Fundamentals module and the IHG® Rewards Club ComplianceAssessment module with 100% test score.

2) The General and Loyalty Champion should also complete the Loyalty Champion e-Learning module.

InterContinental hotels:

1) Four (4) hotel employees, which should include the General Manager and the Loyalty Champion, mustcomplete the LoyaltyConnect module, The Fundamentals module and the IHG® Rewards Club ComplianceAssessment module with 100% test score.

2) The General Manager and Loyalty Champion must also complete the Loyalty Champion and InterContinentalAmbassador e-Learning modules.


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StandardAn upgrade to the next best available room must be offered to Platinum Elite and SpireEliteMembers based on room availability.

• Room upgrades must be pre-assigned prior to the Platinum Elite or Spire Elite member arrivingatthe hotel.

• Colleagues must tell the Platinum Elite or Spire Elite member that they have been upgradedduring Check-in.

• Upgrades only apply to the Platinum Elite or 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.

Guidelines:

Upgrades might include rooms on higher floors, corner rooms, newly renovated rooms, suites or rooms witha preferred view.

StandardInterContinental Ambassador members must be offered an upgrade to the next available room type.• Room upgrades must be pre-assigned prior to the InterContinental Ambassador Member

arriving at the hotel.• Colleagues must tell the InterContinental Ambassador member that they have been

upgraded during Check in.• Upgrades only apply to the InterContinental Ambassador Member’s personal room

Upgrades only apply to the InterContinental Ambassador Member’s personal room.

COMPLIMENTARY HOTEL ROOM UPGRADE

StandardRoyal Ambassador members must be offered complimentary upgrades to an Executive room, Club room with Club lounge access or Suite.

COMPLIMENTARY WEEKEND NIGHT CERTIFICATE

StandardAt least 5% of room inventory must be allocated each weekend for the InterContinentalAmbassador Free Weekend Night Certificate benefit.

• No blackout dates apply• All InterContinental Ambassador benefits must be honoured in conjunction with Free Weekend

Night stays.


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INTERCONTINENTAL AMBASSADOR IN-HOTEL AMENITY

StandardA personalized letter of welcome must be given to the InterContinental Ambassador memberupon Check-in or placed in the member's room.

Guideline:

a) Guest Relations should offer to escort the InterContinental Ambassador member to their room after Checkin.

b) Guest Relations or a member of Management should make a follow up call to the InterContinentalAmbassador's room on the day of arrival.

StandardFresh fruit, mineral water and a local gift with a compliments card must be placed in theInterContinental Ambassador's room prior to the member's arrival.

• The mineral water must be a recognised brand.

StandardInterContinental Royal Ambassador members must be offered complimentary beverages fromthe minibar, with the minibar replenished only once per day.

StandardInterContinental Ambassador members must be offered one free pay TV movie per stay (whereavailable).

StandardInterContinental Royal Ambassador members must be offered complimentary use of healthclub facilities (where available).


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GUARANTEED ROOM AVAILABILITY: PLATINUM ELITE AND SPIRE ELITEMEMBERS –ALL BRANDS

StandardThe Platinum Elite and Spire Elite Room Availability Guarantee must apply when a Platinum andSpire Elite member makes a guaranteed room reservation through the IHG® Rewards Club ServiceCenter.• The Platinum Elite and Spire Elite Room Availability Guarantee applies equally to InterContinental

Ambassador members with IHG Rewards Club Platinum Elite or Spire Elite status .• 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® Plussystem in advance, with a maximum of 10 dates a year.

Guidelines:

If the reservation was made less than 72 hours prior to arrival, the hotel is not obliged to accept the booking .The Spire Elite and Platinum Elite member is not entitled to a rate lower than the BestFlexible rate.

StandardInterContinental Royal Ambassadors must be guaranteed a reservation subject to it beingmade by 12.00 (noon) on the day prior to arrival.

• The InterContinental Ambassador member must not be charged a room rate higher than theBest Flexible rate.

StandardReservations Colleagues must priority wait list InterContinental Ambassador and RoyalAmbassador reservations.


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SIGNAGE AND APPLICATIONS

StandardIHG® Rewards Club and InterContinental Ambassador dual branded signage must bedisplayed vis ibly at Front Desk at all times.

COMPLIMENTARY NEWSPAPER

StandardA complimentary newspaper must be provided every day to InterContinental Ambassadormember rooms.

StandardA complimentary newspaper must be provided each weekday to all IHG® Rewards Clubmembers.

Guideline:

Members must be informed at check in verbally, or in writing (by sign at the front desk or card handed to themember), how the newspaper will be made available.

VERIFYING POINTS BALANCE

StandardInterContinental Ambassador and IHG® Rewards Club members must be provided with theirpoints balance when requested.

Guideline:

a) Colleagues can obtain a member's point balance from LoyaltyConnect or the Arrivals Report found in IHGReporting.

b) Prior to arrival points balances can be written in the appropriate space within the IHG® Rewards Club /InterContinental keycard wallet .
