User Manual – Hotel Portal March 2016

iPrefer Hotel Portal Training Manual

Contents

1. Introduction ................................................................ 3 2. Accessing the Hotel Portal ....................................... 3 2.1.1 2.1.2 2.1.3 2.1.4 2.1.5 2.1.6

Login ...................................................................................................... 3 Benefits/Eligibility ................................................................................... 4 Instructions ............................................................................................ 4 Help ....................................................................................................... 4 Change Password .................................................................................. 4 Forgot Password .................................................................................... 5

3. Front Desk Access .................................................... 5 3.1.1 3.1.2 3.1.3

Member Search ..................................................................................... 6 Member Sign-Up .................................................................................... 7 Redeem Reward .................................................................................. 10

4. Supervisor Access .................................................. 12 4.1.1 4.1.2 4.1.3

Reports ................................................................................................ 12 Member Sign-up Bulk Upload .............................................................. 22 Request Points..................................................................................... 24

5. Glossary ................................................................... 28

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1. Introduction This document provides information and guidance on the use of the hotel portal of iPrefer. It contains instructions for hotel front desk staff and supervisors to access the loyalty system, provide information to iPrefer members, and perform program-related tasks.

2. Accessing the Hotel Portal Access the iPrefer hotel portal by entering the following URL in the address bar of a web browser: www.iprefer.com/hotelportal When the page loads, you will see following sections/menu items:  login (this is the default landing page of the hotel portal)  benefits/eligibility  instructions  help  change password  forgot password

2.1.1 Login Enter your registered email address and password in the login and password boxes and click “enter” (Refer Fig 2.1.1.1). If you do not know your registered email and password, contact your hotel supervisor or the iPrefer Hotel Help Desk (see “help” link for contact information).

Fig 2.1.1.1

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2.1.2 Benefits/Eligibility Click this link to view information about member benefits and booking eligibility. This link is always present throughout the iPrefer hotel portal.

2.1.3 Instructions Click this link to view directions for tasks frequently undertaken within the system. There is also a link to this instruction manual on this page. This link is always present throughout the iPrefer hotel portal.

2.1.4 Help Click this link to view general information and answers to Frequently Asked Questions regarding program rules and administration of iPrefer at your hotel. This link is always present throughout the iPrefer hotel portal.

2.1.5 Change Password Click this link to change your password (Refer Fig 2.1.5.1). Enter your email address (email login) and old password to verify the account, and then enter your new password. If you do not know or have forgotten your registered email or current password, contact the iPrefer Hotel Help Desk (see “help” link for contact information) for password reset assistance.

Fig 2.1.5.1

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2.1.6 Forgot Password Click this link to reset your password (Refer Fig 2.1.6.1). Enter your email address (email login) and click enter to receive an email with your forgot password link. When you receive this email, follow the instructions to reset your password.

Fig 2.1.6.1

3. Front Desk Access If you have been designated as a Front Desk user, you will have access to the following sections of the iPrefer hotel portal:      

member search member sign-up redeem reward benefits/eligibility instructions help

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3.1.1 Member Search Use this feature to search for an existing iPrefer member and see a snapshot of his or her point balance and other member details. You can search for a member by entering for any/all the field(s) on the “Member Search” page (Refer Fig 3.1.1.1): -

member number last name first name middle initial email address telephone number

Click “enter” to search for the member based on the information provided.

Fig. 3.1.1.1

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The search results will appear in a grid below the search criteria section (Refer Fig 3.1.1.2). This grid contains member details such as member number, last name, first name, email address, point balance, tier level, member since date, number of stays, last stay date and request points link (only for iPrefer Ambassadors). If your search criteria return multiple members, information will be provided on a separate line per member.

Fig. 3.1.1.2

3.1.2 Member Sign-Up Use this feature to enroll a guest who wants to join iPrefer. Your guest may have completed an enrollment form or provided details to you verbally. Click the “member sign-up” link to enroll a new iPrefer member. On the landing page of “member signup” (Refer Fig 3.1.2.1), enter the guest email address and click “enter.” If the email address already exists in the system, you will be directed to the “member search” page where you can locate your guest’s member profile (see Section 3.1 “member search”).

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Fig 3.1.2.1

If the email address has not already been used to enroll a member, you will be directed to the sign-up form as shown below (Refer Fig. 3.1.2.2).

Fig. 3.1.2.2

The following fields of the “member sign-up” form are pre-filled and cannot be modified: hotel name: your hotel name will default membership date: the current date will default email: the guest email address as entered in the previous screen You may enter information for any/all of the following fields to complete the member enrollment: Employee iPrefer ID: enter your own iPrefer member number if you would like to track the members you personally enroll member last name

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+ Only

member first name member middle initial gender (drop-down list function) company name address line 1 address line 2 country (drop-down list function) state/province (drop-down list function) city zip/postal code+ telephone number+ numeric values are accepted in this field

Click “enter” to save the information and create the member. You will receive a confirmation message, displaying the guest’s new iPrefer member number on the screen. The member will also receive a welcome email containing their new member number, a virtual card image which can be printed, and a link to set their password.

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3.1.3 Redeem Reward Use this feature to validate a Reward Certificate presented by an iPrefer member for payment at your hotel. Members may have a printed copy of their Reward Certificate, or they may show it to you on their smart phone. Click “redeem reward” and provide the 12-character code starting with RC. (Refer Fig 3.1.3.1).

Fig 3.1.3.1

Click “enter” and the Reward Certificate details will be displayed (Refer Fig 3.1.3.2):

Fig 3.1.3.2

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Input fields include: -

reward certificate currency: this field specifies the currency in which the Reward Certificate was issued--three currencies are available: USD, GBP, and EUR

-

reward certificate value: this field specifies the value of the Reward Certificate; for example, if the Reward Certificate currency is shown as USD, and the value is shown as 50, then the Reward Certificate has a face value of USD50

-

issue date: this field reflects the date on which the Reward Certificate was issued to the member

-

status (three options): o

Valid: the Reward Certificate is current and should be accepted by your hotel as payment

o

Used: the Reward Certificate has already been redeemed and should NOT be accepted by your hotel as payment

o

Canceled: the Reward Certificate was cancelled and should NOT be accepted by your hotel as payment

If the Reward Certificate status is “valid,” proceed with the redemption process by clicking “enter.” Your hotel will automatically be credited for all valid Reward Certificates correctly redeemed as “used” by your hotel. If you fail to click “enter” at this step, the Reward Certificate will not be marked as “used,” and your hotel will not be credited for the Reward Certificate value. There is no need to send Reward Certificates to Preferred Hotels & Resorts for credit processing. Apply the full face value of the Reward Certificate to the guest’s folio. (Your hotel may also elect to accept iPrefer Reward Certificates as payment for ancillary charges, such as in your hotel restaurant, gift shop, or spa, etc. This is at the discretion of each participating iPrefer hotel. Please check with your front office manager to confirm your hotel’s Reward Certificate acceptance policy). If the Reward Certificate was issued in a currency other than your home currency, convert the amount by using your hotel’s exchange rate, just as you would if the guest had provided you with cash. You are not required to provide change if the guest charge does not match the face value of the Reward Certificate. Visit www.iprefer.com/reward-certificate-terms for complete Reward Certificate terms.

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4. Supervisor Access If you have been designated as a Supervisor user, you will have access to all the above features of the iPrefer hotel portal, in addition to:  reports  member sign-up (bulk upload)  request points o individual o bulk upload

4.1.1 Reports Use this feature to generate reports to measure iPrefer activity at your hotel. Click “reports” and then select from the seven report menu options:  stay and point report  member enrollment report  upcoming member stay report  reward certificate report  bulk member upload report  bulk point upload report  hotel staff point report

4.1.1.1 Stay and Point Report Select this report to view all stays and points awarded to iPrefer members at your hotel. Provide a date range and click ‘”enter” to generate the report in a table format (Refer Fig 4.1.1.1.1).

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Fig 4.1.1.1.1

Report fields include: reward posting date: the date when the member was awarded points for his stay appears in month/day/year format booking information: o booking date: appears in month/day/year order o confirmation number: generated from SynXis or entered by your hotel in the “request points” feature of this tool o booking source: generated from SynXis or entered by your hotel in the “request points” feature of this tool o arrival and departure date: appears in month/day/year order member information: o member number o member last name and first name reservation amount and currency code: amount and currency for reservation, exclusive of taxes and other charges, generated from SynXis or entered by your hotel in the “request points” feature of this tool reservation amount (in USD): if the reservation booking currency is not USD, this tool will convert the amount on the arrival date (your hotel billing is based on this amount) points distributed: points awarded to the member for this stay Use the page numbers at the bottom of the screen to scroll through the entire report. You can also download the information into Microsoft Excel format by clicking the “Download” link above the report grid.

4.1.1.2 Member Enrollment Report Select this report to view a list of all members who have been enrolled by your hotel, either through the “member sign-up” feature of this tool or through an enrollment link on your hotel website. This report will also indicate which members have been tagged to your hotel. Provide a date range and select search criteria (Refer Fig 4.1.1.2.1). Search criteria include: Hotel portal enrollments Hotel website enrollments Confidential and Proprietary

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-

Both

Fig 4.1.1.2.1

Once you have selected the date range and search criteria, click “enter” to generate the report in a table format (Refer Fig 4.1.1.2.2).

Fig 4.1.1.2.2

Report fields include: date of enrollment: appears in month/day/year order member number member first name member last name member email address current point balance member tier: Insider or Elite promotion code: if member was enrolled using a promo code

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-

enrollment source: either hotel portal or hotel website account statement

Use the page numbers at the bottom of the screen to scroll through the entire report. You can also download the information into Microsoft Excel format by clicking the “Download” link above the report grid. You can also view the stay history of each member clicking on the “View” link in the “account statement” column (Refer Fig 4.1.1.2.2).

Fig 4.1.1.2.2

Report fields include: booking confirmation number booking date: appears in month/day/year order arrival date: appears in month/day/year order departure date: appears in month/day/year order reservation revenue: amount for room reservation, exclusive of taxes and other charges, generated from SynXis or entered by your hotel in the “request points” feature of this tool points earned: points awarded to the member for this stay Use the page numbers at the bottom of the screen to scroll through the entire report. You can also download the information into Microsoft Excel format by clicking the “Download” link above the report grid. Click the “Back” button to return to the previous screen from this page.

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4.1.1.3 Upcoming Stay Report Select this report to view all future iPrefer member stays. Stays booked directly with your property will not display in this report. Provide a date range starting from current date and click “enter” to generate the report in a table format (Refer Fig 4.1.1.3.1).

Fig 4.1.1.3.1

Report fields include: arrival date: appears in month/day/year order departure date: appears in month/day/year order member first name member last name member number current tier: Insider or Elite member surveys: member email preferences booking channel confirmation number Use the page numbers at the bottom of the screen to scroll through the entire report. You can also download the information into Microsoft Excel format by clicking the “Download” link above the report grid.

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4.1.1.4 Reward Certificate Report Select this report to view all Reward Certificates which have been redeemed at your property. Provide a date range and click “enter” to generate the report in a table format (Refer Fig 4.1.1.4.1).

Fig 4.1.1.4.1

Report fields include: date of redemption: appears in month/day/year order reward certificate number hotel username: hotel staff user who validated the Reward Certificate for the member currency value Use the page numbers at the bottom of the screen to scroll through the entire report. You can also download the information into Microsoft Excel format by clicking the “Download” link above the report grid.

4.1.1.5 Bulk Member Upload Report Select this report to view all bulk member uploads. This report will indicate the number of successfully processed records and failed records. Provide a date range and click “enter” to generate the report in a table format (Refer Fig 4.1.1.5.1).

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Fig 4.1.1.5.1

Report fields include: file name total records: total records included in original file failed count: total number of records which failed to process (number is hyperlinked for more information) succeed count: total number of successfully processed records (number is hyperlinked for more information) import date: appears in month/day/year order Use the page numbers at the bottom of the screen to scroll through the entire report. To view all failed records click on the number within the column “failed count” (Refer Fig 4.1.1.5.1). Clicking on this number will direct you to a table format which displays all failed records from this upload attempt (Refer Fig 4.1.1.5.2).

Fig 4.1.1.5.2

Report fields include: email hotel code: your property’s five letter code first name

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last name import date: appears in month/day/year order error: the issue which caused the system to reject this record

Use the page numbers at the bottom of the screen to scroll through the entire report. You can also download the information into Microsoft Excel format by clicking the “Download” link above the report grid. This will provide you with all fields included in the original file. You can fix any indicated errors and then re-upload into the system using the “member sign-up bulk upload” function. To view all successful records click on the number within the column “succeed count” (Refer Fig 4.1.1.5.1). Clicking on this number will direct you to a table format which displays all successful records from this upload attempt (Refer Fig 4.1.1.5.3).

Fig 4.1.1.5.3

Report fields include: email member number hotel code: your property’s five letter code staff email/ID title first name last name Use the page numbers at the bottom of the screen to scroll through the entire report. You can also download the information into Microsoft Excel format by clicking the “Download” link above the report grid. This will provide you with all fields included in the original file.

4.1.1.6 Bulk Point Upload Report Select this report to view all bulk point uploads. This report will indicate the number of successfully processed records and failed records. Provide a date range and click “enter” to generate the report in a table format (Refer Fig 4.1.1.6.1).

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Fig 4.1.1.6.1

Report fields include: file name total records: total records included in original file failed count: total number of records which failed to process (number is hyperlink for more information) succeed count: total number of successfully processed records import date: appears in month/day/year order Use the page numbers at the bottom of the screen to scroll through the entire report. To view all failed records click on the number within the column “failed count” (Refer Fig 4.1.1.6.1). Clicking on this number will direct you to a table format which displays all failed records from this upload attempt (Refer Fig 4.1.1.6.2).

Fig 4.1.1.6.2

Report fields include: member number hotel code: your property’s five letter code booking date: appears in month/day/year order

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-

arrival date: appears in month/day/year order departure date: appears in month/day/year order confirmation number reservation amount reservation amount currency code booking source rate code travel agency name travel agent code comments error message: the issue which caused the system to reject this record

Use the page numbers at the bottom of the screen to scroll through the entire report. You can also download the information into Microsoft Excel format by clicking the “Download” link above the report grid. This will provide you with all fields included in the original file. You can fix any indicated errors and then re-upload into the system using the “request points bulk upload” function. To view all successful records click on the number within the column “succeed count” (Refer Fig 4.1.1.6.1). Clicking on this number will direct you to a table format which displays all successful records from this upload attempt (Refer Fig 4.1.1.6.3).

Fig 4.1.1.6.3

Report fields include: member number hotel code: your property’s five letter code booking date: appears in month/day/year order arrival date: appears in month/day/year order departure date: appears in month/day/year order confirmation number reservation amount reservation amount currency code booking source rate code travel agency name travel agent code comments points awarded: the number of points the member received for each request

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Use the page numbers at the bottom of the screen to scroll through the entire report. You can also download the information into Microsoft Excel format by clicking the “Download” link above the report grid. This will provide you with all fields included in the original file plus the number of points awarded for each record.

4.1.1.7 Hotel Staff Point Report Select this report to view points awarded to hotel staff for iPrefer member enrollments made via the hotel portal. Provide a date range and click “enter” to generate the report in a table format (Refer Fig 4.1.1.7.1).

Fig 4.1.1.7.1

Report fields include: date: appears in month/day/year/ time order hotel name hotel code: your property’s five letter code staff member ID: iPrefer member number of employee who processed the enrollment staff member first name staff member last name staff member email address enrollment member ID: iPrefer member number of the individual enrolled by the employee points awarded: number of points earned by employee who processed the enrollment Use the page numbers at the bottom of the screen to scroll through the entire report. You can also download the information into Microsoft Excel format by clicking the “Download” link above the report grid.

4.1.2 Member Sign-up Bulk Upload Use this feature to enroll multiple members at one time. Confidential and Proprietary

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Click “member sign-up” and the “bulk upload” to view the bulk upload page (Refer Fig 4.1.2.2.1).

Fig 4.1.2.2.1

Download the “step-by-step instructions” and follow each corresponding step. Complete the “sample file” provided on this page (Refer Fig 4.1.2.2.2).

Fig 4.1.2.2.2

Input fields Email*: the email address of the guest you wish to enroll hotel code*: your property’s five letter code Employee iPrefer ID: enter your own iPrefer member number if you would like to track the members you personally enroll title member first name* member last name* member middle initial gender: (Female or Male) company name address line 1 address line 2 country: must select approved country code from list provided in the step-by-step instructions state/province: must select approved state/ province code from list provided in the step-by-step instructions city zip/postal code+ telephone number+

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+ Only

numeric values are accepted in this field * Mandatory field

Click “enter” to save the information and create the member. The member will receive a welcome email containing their new member number, a virtual card image which can be printed, and a link to set their password. Once you have completed the sample file, save and upload into the hotel portal by selecting the correct file and clicking enter. You will receive an email notification once your file has been processed. After your file has been processed, please review your file using the “bulk member upload report” (Ref 4.1.1.5).

4.1.3 Request Points 4.1.3.1 Individual Use this feature to lodge a request for points to be added to a member account in the following scenarios: 1. When an iPrefer member books directly with your hotel 2. When a member extends his stay from the original reservation dates 3. When your hotel decides to award points for reservations made outside eligible booking channels 4. When your hotel decides to award points for non-reservation spend such as in your gift shop, spa, or restaurant, etc. 5. When your hotel decides to award points to alleviate a negative customer service issue IMPORTANT NOTE: By using this feature, you are authorizing Preferred Hotels & Resorts to award points to the member, and your hotel will be charged the appropriate fees based on your contract. Please ensure your hotel has clear a policy for awarding points for scenarios 3-5 above. Click “request points” and provide the information relating to the points request (Refer Fig 4.1.3.1.1).

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Fig 4.1.3.1.1

Input fields include: member number* confirmation date:* (calendar function) the date on which the member made their booking arrival date:* (calendar function) departure date*: (calendar function) confirmation number*: provide the SynXis reservation number if available – provide a receipt or transaction number if you are requesting points for non-stay related scenarios amount excluding taxes and fees*: enter the reservation amount for the room stay, exclusive of taxes and charges, or the amount of guest spend if related to non-stay scenarios currency*: (drop-down list function) booking source: Hotel direct will be the default choice. rate code: provide if available, leave blank for non-stay related scenarios travel agency name: provide the name of the travel agency if booked via GDS travel agent code+: provide the IATA number of the travel agent if booked via GDS comments: enter any remarks that explain why you are requesting points – be specific as possible to assist the iPrefer Member Services desk in any follow up communications + Only

numeric value is accepted in this field * Mandatory fields

Click “enter” to submit your request. Your points request will automatically be processed and the member will receive the points requested in their account. You will receive a confirmation message on the screen as well as an email confirming the request. The iPrefer member will also receive a points request advisory email.

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4.1.3.2 Request Points- Bulk upload Use this feature to lodge multiple request for points to be added to various member accounts in the following scenarios: 1. When an iPrefer member books directly with your hotel 2. When a member extends his stay from the original reservation dates 3. When your hotel decides to award points for reservations made outside eligible booking channels 4. When your hotel decides to award points for non-reservation spend such as in your gift shop, spa, or restaurant, etc. 5. When your hotel decides to award points to alleviate a negative customer service issue IMPORTANT NOTE: By using this feature, you are authorizing Preferred Hotels & Resorts to award points to the member, and your hotel will be charged the appropriate fees based on your contract. Please ensure your hotel has clear a policy for awarding points for scenarios 3-5 above. Click “request points” and the “bulk upload” to view the bulk upload page (Refer Fig 4.1.3.2.1).

Fig 4.1.3.2.1

Download the “step-by-step instructions” and follow each corresponding step. Complete the “sample file” provided on this page (Refer Fig 4.1.3.2.2).

Fig 4.1.3.2.2

Input fields include: member number* hotel code*: your property’s five letter code confirmation date*: DD-Mmm-YYYY format arrival date:* DD-Mmm-YYYY format

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-

departure date*: DD-Mmm-YYYY format confirmation number*: provide the SynXis reservation number if available amount*: enter the reservation amount for the room stay, exclusive of taxes and charges, or the amount of guest spend if related to non-stay scenarios currency code*: must select approved currency code from list provided in the step-by-step instructions rate code: provide if available, leave blank for non-stay related scenarios travel agency name: provide the name of the travel agency if booked via GDS travel agent code+: provide the IATA number of the travel agent if booked via GDS rate code: provide if available, leave blank for non-stay related scenarios comments: enter any remarks that explain why you are requesting points – be specific as possible to assist the iPrefer Member Services desk in any follow up communications

+ Only

numeric value is accepted in this field * Mandatory fields Once you have completed the sample file, save and upload into the hotel portal by selecting the correct file and clicking enter. You will receive an email notification once your file has been processed. After your file has been processed, please review you file using the “bulk point upload report” (Ref 4.1.1.6).

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5. Glossary Term User Member Supervisor User Front Desk User

Definition This is the system user (at a hotel) who will access the hotel portal functions of iPrefer This is the guest who has been enrolled in the iPrefer loyalty program A user who has been allocated with “Supervisor” privileges on the hotel portal A user who has been allocated with “Front Desk” privileges on the hotel portal

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