Service Recovery
This is where all guest complaints should be listed for review and follow up
What is quore? (Quore complaints also acceptable)
This is the highest tier an IHG One Rewards member can achieve
What is a Diamond Elite member?
This is where we post information such as the digital check-ins, our shift recaps, and guest feedback
What is the Quore logbook?
What is IHG climb?
On Monday mornings, this is when the pool opens.
When is 8AM?
This is the approximate amount the hotel is billed for 1,000 IHG one rewards points.
(Approximate amount of $5 is acceptable) $4.55 USD
This is the only IHG membership tier in which their points can expire.
What is a club member?
This quore feature houses our cash counts, key sheet, and vehicle information.
What is Log Sheets?
This wide-spanning Merlin application includes various features such as an occupancy snapshot, arrivals reports, and the digital check-in interface.
What is IHG Concerto?
This is the price of a monster in the sundry shop.
What is $4?
This service recovery item has an average value of $3, and can be quickly offered to a guest who is on their way out of the hotel or delivered to a guest who is still in their room.
What is a free drink or snack of choice?
This is the standard rate code used for the IHG One Reward Member Discount, typically at least $10 off per night.
What is IDME0?
This is how many minutes pass before Quore will make a noise to remind you to make a satisfaction call
How long is 15 minutes?
Sporting an icon split into four sections, this Merlin application is used for annual and onboarding related training.
This is the age a guest must be in order to be in the pool without adult supervision.
How old is 16?
Beloved by the front office manager, what does the acronym ILEAD stand for?
Identify, Listen, Empathize, Apologize, and Deliver
This tab on the IHG One Rewards app allows users to set stay preferences, check their membership benefits, and review their activity.
What is Account?
This quore feature is often used to disperse memos from corporate and times for meetings and quarterly reviews, as well as potential issues that occured during the shift.
What is Quore Messages?
This Merlin application can be used to enroll guests, deposit points, and look up memberships based on a variety of information including member number, email address, and name.
What is LoyaltyConnect?
This is the URL guests can use to access our Wi-Fi networks for free during their stays.
What is IHGWifi.com?
This completely free option for guest service recovery is easy to forget if you aren't thinking about it. It doesn't require the use of any of our systems, doesn't need management's oversight, and often takes less than five minutes, but it's considered the first step to making things right with an upset guest, and it's almost always the first thing I'll ask if you did.
What is a sincere apology?
According to IHG training, this is the benefit that our high-level members value the most.
What is a complimentary upgrade?
This lesser known Quore feature is where I've been posting which groups to expect in house and when, but more importantly, it can be used to post your birthday so the office can plan around it!
What is quore events?
This recently added Merlin application can be used to manage which people have access to your employee discount.
What is the IHG One Pass Portal?
This is the number of unique tea bags offered at our beverage station.
How many is 14?