Empower General
When would an Empower/GXP user be listed as inactive?
When they are on break or off work.
How long does maintenance have to complete a guest issue (TV not working) before it is escalated to a manager?
They have 15 minutes before a notification is sent to the manager.
How many points does a member earn for staying at an eligible property?
Members earn 10 points per US $1.
Can a member earn points on multiple rooms?
Yes, they can earn points or miles when paying for up to 3 rooms - they have to pay or no points.
What loyalty level will receive complimentary In-Room Internet access?
All Elite level members will have complimentary internet with the new program.
What report would you print in Empower to track negative things reported by our guests?
You would print the negative incidents report.
How long do you have to respond to a chat message before it is escalated to a manager?
You have 10 minutes before a notification is sent to a manager.
Do points expire?
Yes, if a member is not active within 24 months they will expire. To stay active they must either earn or use points within this time frame.
Does a Gold Elite member have access to the club lounge under the new loyalty program?
No, only Platinum Elite and higher have complimentary access to the club lounge. You may offer an charged upgrade to any other members.
What level of loyalty member will receive a 25% bonus on their base points earned?
A Gold Elite member.
What is IVR?
Interactive voice response - Housekeeping will use this from the guest rooms by punching a unique code to create a case in Empower for the specific issue or request needed.
When would you note a case for follow up?
When a manager should look further into the case, and follow up with the guest.
Can a member purchase points?
Yes, it costs $12.50 per 1,000 points.
What are the options for the Annual Choice Benefit for a Platinum Elite member?
They can choose: 5 suite night awards, 40% off a mattress purchase, gift Silver Elite status, 5 Elite night credits, or $100 charity donation.
What loyalty level has a 48-hour guarantee.
Platinum Premier Elite and Platinum Premier Elite with Ambassador can both book 48-hours out even when the hotel is sold out.
How will you access a members preferences once Starguest is retired?
You will use Empower, the Guest planning screen (GPS). This is just like the master arrivals report - only it will not communicate with lightspeed. Any preferences need to be placed in lightspeed profile manually.
When would you create a work order in Empower?
When the issue will not immediately affect a guest - things that may take longer to complete.
Can a member earn both points and miles?
They have a choice when they enroll in the loyalty program to earn either points or miles.
What welcome gift options do Platinum Elite and higher have?
1,000 points, breakfast or an amenity.
When a guest has access to the club lounge how many people can they bring with them?
The access to the lounge is for members and one guest.
What will help management teams identify operational and defect trends?
Checking the property dashboard on a daily basis.
When responding to a chat message from a guest, do you have to type new answers for each chat?
No, there are pre-canned messages available that you can edit to use for your response.
Will Gold Elite Members still be able to select a welcome gift?
No, moving forward Gold Elite members will automatically receive bonus points (500) as their welcome gift.
What Loyalty level will receive a priority late check out based on availability?
Silver Elite members.
A guest is a Gold member currently and has stayed 55 nights this year, what will their new status be for the coming year?
They will be a Platinum Elite member.