Our KPIs
CHT stands for...
Chat Handling Time
How many hotel brands do we have in IHG Hotels & Resorts?
20
Fill in the blanks...
____ _____ Culture
High Performance Culture
Who are the Team Managers in Global LiveChat? Provide the Full Name.
1. Rachel Sibal
2. Selle Ravanzo
3. Lou Manlapaz
How many Recharge Days we have this year?
3 Recharge Days
What is our target for CSAT?
87%
Our family of 20 hotel brands are categorized into how many collections?
5
What are our 4 Growth Behaviors?
1. Ambitious
2. Courageous
3. Dedicated
4. Caring
Who is the Team Manager of Reservation Adjustment team?
Sarah Santiago
How many Volunteer Leaves do we have this year?
2 Volunteer Leaves
What is our threshold for CHT?
635 seconds
Fill in the blanks..
Our Hotel Brands - A ____ of ____
Our Hotel Brands - A Collection of Experiences
Definition of the Growth Behavior "Dedicated"
To bring success to our owners and joy to our guests
Who is our Operations Manager?
Ced del Rosario
How many team members we have in Team Kiss including myself?
16 Team Members
90.5%
What are our Five Distinct Collections?
Fill in the blanks...
Our Strategy is "Elevate"
What we do: "Provide True Hospitality for Good"
Why we do it: "To be the hotel company of choice for _____ and ____"
Why we do it: "To be the hotel company of choice for guests and owners"
MBS&S stands for...
Managed Business Services & Support
When is the last day of our APE?
September 30, 2025
What are our 7 KPIs?
1. CSAT
2. UAS
3. ABS
4. ADH
5. CHT
6. Enrollment Rate
7. WFH Sustainability Issue
What are the 6 brands under Essentials Collection?
1. Holiday Inn
2. Holiday Inn Express
3. Holiday Inn Resort
4. Garner
5. The Niu
6. Avid
Definition of the Growth Behavior "Ambitious"
To grow and reach our full potential
What are the 4 LOBs in MBS&S?
1. Global LiveChat
2. Global Content Services
3. Reservations Adjustment
4. LLA Shared Services
How many hours in advance should we cancel or modify our approved VLs?
48 hours