Program to Reinforce, Standardize Employee Knowledge of Hospitality Group’s Customer Loyalty Program

23 July 2007 — Atlanta, GA — AMERICAN SYSTEMS, an employee-owned, training services provider, today announced the completion of three Web-based training courses designed to reinforce and standardize program delivery of the Priority Club Rewards program.

Like most organizations that span the globe, InterContinental Hotels Group faces the challenge of organizational awareness. When it comes to managing the expectations of over 31 million members, employees must be familiar with program guidelines in order to ensure customer satisfaction and retention.

“In any organization, it’s always a challenge to ensure that employees deliver a consistent message to customers, let alone one with thousands of employees across several brands and properties in multiple locations,” said Mike Rivers, vice president and executive director, AMERICAN SYSTEMS. “Our Web-based training program helps organizations like the InterContinental Hotels Group meet this specific challenge while boosting employee productivity and reducing training costs.”

Prior to the delivery of Web-based training materials, InterContinental Hotels Group conducted classroom training sessions with printed job aides to educate employees about the Priority Club Rewards Program. Since the implementation of a web-based training solution, InterContinental Hotels Group can now take customer loyalty to the next level by reinforcing to all employees the importance of consistent program delivery and messaging, therefore providing a best-in-class service offering to their customers.  Benefits of web-based training include the delivery of a consistent message, tracking capability for program participation, and improvement in employee productivity and effectiveness while lowering overall training costs.

"Working with the Training Services team within AMERICAN SYSTEMS has been a great pleasure. They have been instrumental in creating an interactive eLearning platform that reinforces the Priority Club Rewards program to our employees across 3000 hotels in the US and Canada,” said  Louise Rubel, InterContinental Hotels Group manager of customer loyalty.

Priority Club Rewards was voted Program of the Year at the 18th Annual Freddie Awards.  With nearly 400,000 frequent travelers voting for their favorite rewards programs, the Freddie Awards are the most prestigious consumer-generated awards in the industry. In addition to being named program of the year, Priority Club Rewards was also honored with Freddie Awards for the Best Award, Best Bonus, Best Member Communications, and Best Website!