"What keeps IHG's most valuable guests coming back? Consistency. But if even one hotel can't live up to The Standards, every property suffers."  A Look At Why Standards Are Important.

In a recent thread titled, "Bonus Points For Surveys", a Pittsburgh Guest Champion Employee asks members if points would encourage members to fill out post-stay surveys for bonus points. Any surveys one may receive after staying in an IHG hotel is an important duty to fill out. The reason why? Specific hotels are graded on the responses from members' experiences. Since most IHG hotels are independently owned and operated, the results are one of many ways that IHG monitors its indepentely owned hotels.

I have listed the requirements that hotels such as Holiday Inn and Holiday Inn Express hotels must follow. These standards are MANDATORY. Hotels that fail to meet one or more standards face significant fines. Filling out a survey received by email after a stay is one way that allows IHG to 'keep an eye' on certain hotels. I encourage one to take the time to fill out online surveys by email, drop a comment card in the box provided by the hotel, and to fill out the Guest Satisfaction Feedback Form provided online. Though you may not always receive a response from management after filling out a post-stay survey, I can assure you that your comments and suggestions do NOT go unnoticed! IHG is dedicated to guests' opinions and desires to hear about your stay; especially, as the Holiday Inn brand moves closer to a full rebranding. These standards ensure that the brand will move to a more consistent experience for all.

Your feedback regarding how you were treated as a Priority Club Member (Gold and Platinum) is one of the most important sections to fill out. If you are a guest randomly selected to complete a survey, please do your part and take the extra time to share your experience.  When I receive a survey, I always remember to take time to fill it out.

What post-survey questions have General Managers "On Their Toes"?

1. Does the hotel staff recognize your status in the program?
2. Is there a separate check-in and check-out area for members?
3. Are complimentary upgrades at check-in the best available rooms?

"The Weekly Guest Scores Are Important"

Copyright © 2009 Amanda Kehoe

Holiday Inn Select Atlanta Perimeter Dunwoody

Existing Standards That IHG Brands Must Follow:

• Priority Check-In for Gold and Platinum Members

All hotels must provide Priority Check-In service to Priority Club Gold and Platinum members.

• Complimentary Newspaper

A complimentary newspaper, either local, national, or international, must be provided Monday through Friday. At check-in, guests must be informed orally or in writing (by a sign at the front desk or card handed to the guest), whether the paper will be delivered to the room, or if it is to be picked up at the front desk or elsewhere.

• Extended Check-Out

If the guest requests and upon availability, the hotel must extend check-out until 2pm.

• Hotel Room Upgrades for Platinum Members

Platinum members must be offered an upgrade as determined by the hotel, which might include rooms on higher floors, corner rooms, newly renovated rooms or rooms with a preferred view. The upgrade must be offered at time of check-in, based on availability, and will apply to the member's personal guest room. The hotel is not required to upgrade members to suites.

• Signage and Applications

Priority Club Rewards signs and applications must be displayed in the registration area of each hotel.

• Guaranteed Room Availability

When contacting the Priority Club service center directly and guaranteeing the reservation with a valid credit card, each Platinum Member will be guaranteed one room for personal use, for reservations made at least 72 hours prior to the date of arrival, except during special events that result in extraordinary room demand, as determined solely by the hotel. The member will not be charged more than the prevailing rate for the accommodation requested, and the member is not entitled to a rate less than the prevailing rate. Once made, Platinum Guarantees may not be dishonored for any reason. Platinum Guarantees do not apply to Reward Night reservations.

• Express Check-Out

With the presentation of a satisfactory method of payment at time of check-in, Priority Club members are entitled to Express Check-Out.

Measured Standards That IHG Hotels Are Evaluated:

• Member Recognition at Check-In

All hotels must greet members and recognize their Elite status at time of check-in. Hotels will be given an initial 12 months to reach the standard, April 2009 through March 2010. Hotels outside of US will be measured for compliance as the program is incorporated. Measurement will be conducted on a calendar-quarter basis.

• Reward Nights

All hotels must accept Reward Night reservations. Reward night inventory equal to 5% of the hotel's guest room inventory will be allocated. All hotel benefits, excluding Upgrades for Platinum Members, must be honored for Priority Club members in conjuction with their Reward Night stays. Measurements occur randomly, three times per calendar year.

• Priority Club Training

Priority Club training must be completed annually as specified by Priority Club Rewards. Approved Priority Club Rewards material must be included in hotel New Employee Orientation program. Hotels will be measured for compliance at the end of each calendar quarter. Training should be a continuous process, not just a one-time occurrence.

Additional Links:

Decide What Communications To Receive: InterContinental Hotels Group (IHG) Privacy Policy regarding Guest Satisfaction Surveys and Email Communications.

Staybridge Suites Ranked Highest: J.D. Power & Associates rates the brand highest in Guest Satisfaction, 2009.

Hotel Accolades: Example of Holiday Inn who received the Quality Excellence Award from IHG.

Torchbearer Award: Hotels in the IHG system that maintain the highest standards of excellence in various categories, from quality to customer satisfaction. The Torchbearer Award is IHG's most prestigious award.