Kimpton InTouch


	Frequently Asked Questions (FAQs): Kimpton InTouch Guest Benefits Questions Inner Circle Questions Reward Questions Email Communication Questions GuestWare Operations Guest Experience Survey Program Questions InTouch Collateral Kimpton InTouch Guest Benefits How does someone sign up for KIT? Why is signing up on-line the preferred method for signing up new members? Can I sign up for Kimpton InTouch? What if a guest says they signed up but never received their PBC? What if we do not carry the newspaper listed in an InTouch member's profile? What if an InTouch member has a room preference for a King, but only booked a Queen? What should I tell a guest who is staying with us a long time? If I enter a guest PBC into their folio after they check out will they receive credit for their stay? What do I do if an InTouch wants to make sure all past YTD visits are credited to his account? Inner Circle Questions Who answers the direct line to the CEO 877-326-8847? What if an Inner Circle member tries to confirm their upgrade prior to arrival? What if an Inner Circle member demands their negotiated rate for another hotel at your hotel? What if an Inner Circle member expects their "normal" rate when a room is made available to them in a sold out situation? What if an Inner Circle member asks about their "complimentary night at all new hotel openings"? What if an Inner Circle member does not re-qualify for elite level? What do I do if an Inner Circle member calls 48 hours prior to a sold out date and requests two rooms? Does an Inner Circle member have to comply with minimum number of night stays when requesting a room in a sold out situation? A Past Inner Circle member is using an Inner Circle Reward Certificate (GFI); do they get the IC upgrade privilege? A guest is demanding the IC upgrade, however, they have not re-qualified for elite status for 2007. A Past Inner Circle Member never received notification about the change in their status for 2007. How do I tell an Inner Circle Member that he or she did not re-qualify for elite status? Reward Questions Who is eligible to receive credit for stays? What rate codes are eligible for rewards? What if an InTouch guest would like to receive credit for stays of their colleagues who are also staying at the hotel? How does a guest receive rewards? How often do guests receive rewards? How will I recognize a reward visit? Can they request an early reward? When do reward certificates expire? Email Communication Questions What if they do not have or wish to give email address? What kind of emails do we send to our guests? How frequently do we send email promotions and communications? GuestWare Questions How many can use GuestWare at one time? Why might a Kimpton InTouch member see a different number of nights and visits in their online profile than I see in GuestWare? Why can't I export a list of my guests? If I add a local preference will other hotels be able to view it in their Arrival Details Report? What are the match criteria for the Possible Match in the arrivals process? I know this is a repeat guest, why didn't they show as a "possible match"? I matched the guest during the arrival process, why didn't they get credit for their stay? Guest Experience Survey Program Questions How do I obtain a login for my property? How do I obtain a regional or corporate-wide login? Who should have a login? Are all Kimpton guest comment cards online? How are guests sent an invitation to complete an e-comment card? When are survey invitations emailed to guests? Why do I sometimes get a survey response long after the guest checked out? Can I request that a survey is emailed to a guest? How many surveys can a guest receive? I don't seem to be getting many responses this week. What is going on? How can I get more survey responses? When does a guest response post to the system? Do we give our guests an incentive for completing the survey? What is a "Fix-It" and when do I need to respond to a guest? What is the "Sundown Rule"? How is "average response time" calculated? How do I forward a survey to someone else? How do I print a guest's survey responses? When are monthly reports posted? What Kimpton-wide reports are available for me? What questions factor into the composite scores? What type of "ad hoc" reporting/ data analysis can I do? How do I look at trends? How can I learn what guests are saying about a particular topic? What are some ideas on how to drill into the data to better understand my scores? Sales - Kimpton InTouch Group Credit Program Who is eligible for Group Credits? Does someone need to be a member of Kimpton InTouch prior to their group visit to earn credit? Is there a special designation as a meeting planner in the KIT database? Will there be a clause approved by the legal department added to the standardized contract? How will we use our program to sell against the other "chain" programs? How will the field be educated on other hotel programs in comparison to our own? What constitutes a group? What about special events that are for less than 10 rooms? In the case of 3rd party planners, where both parties are aware of the credit, who is eligible to receive the Group Credit? What if an individual Kimpton InTouch or Inner Circle member brings a non-contracted small group to a Kimpton Hotel? How do I request Group Credit for individual that does not have a contract? How will the group credits be applied and rewards redeemed? Will there be preferential treatment (i.e. avoiding blackout dates, etc.)? Will there be special Group Credits promotions to help secure a contract faster or entice a client over need periods? Can additional credit be earned for additional restaurant/ catering revenues? Can the credits be shared by more than one planner? Will there be an option for the members to donate credits to charitable organizations? Can we "dollarize" the credits? If so, what value are they based on? Can the individual attendees of the group earn KIT visit credit for their stay? How can meeting planners check the status of their account balance and rewards? Are there any limits on the how many Group Credits can be earned by one Kimpton InTouch member? Can I offer more Group Credits beyond the existing credit schedule? Can a planner earn credit for more than one event in the same city during the same time period (ie: overflows)? Can credit be awarded for groups retroactively? Will Group Credits towards KIT rewards accumulate year over year? When will guests receive Kimpton InTouch rewards earned as a result of their Group Credit? InTouch Collateral Where do I order Kimpton InTouch welcome cards?

KimptonInTouch.com

KimptonHotels.com