Job Aid: Validation

Transcription

1 Overview: This job aid has been developed to help IHG hotel front desk teams understand the validation feature in LoyaltyConnect. With this tool, you can quickly and easily identify if a valid address has been entered when enrolling a guest into IHG Rewards Club. By obtaining a valid address you will ensure the guest receives beneficial notifications for announcements, promotions, and account information. Furthermore, every valid address helps you and your team meet your valid goals in the Enroll for Rewards program. In this document we will review: Verifying an address at the time of enrollment (pg. 1) Verifying an address of an existing member (pg. 4) Potential issues (pg. 6) Guest Instructions for changing their address on ihg.com (pg. 9) I. Verifying an address at the time of enrollment Step Instructions Image 1 Log into the LoyaltyConnect system and click Enrollment. 2 Enter the guest s information. 1

2 3 Enter the guest s address and then click on any other text box on this screen. Once you enter the address, it will be partially hidden so you will only be able to see the domain name. 4 LoyaltyConnect will automatically trigger the verification process. A spinning circle will appear as the system verifies the address. 2

3 4A If a green checkmark appears next to the address, this indicates that the address you have entered is valid. You can continue filling in the editable fields, and select Submit to complete the enrollment. See the Potential issues section of this document (pg. 6) if you see anything other than the green checkmark next to the address. * If the system continues to indicate the address is invalid after you have attempted to enter the guest s address two times, please alert the guest that in order to receive communications from IHG Rewards Club, they will need to add their correct address via ihg.com. Please refer to the Guest Instructions for changing their address on ihg.com section of this document (pg. 9) for specific instructions on how to add an address via ihg.com. 3

4 II. Verifying the address of an existing member Step Instructions Image 1 Log into the LoyaltyConnect system and click Guest Search. 2 Begin by conducting a guest search by one of the two options: Guest Search by Name or Guest Search by Number 3 Click Search. 4 Verify that the address on file is correct by confirming there is no yellow icon next to the field. A yellow icon indicates an invalid address and the address will appear in red text in the customer information box. 4

5 5 To enter a new address, select the Edit button. This will open editing mode, and allow you to enter the correct address in the field. 5 A Enter the updated address, and click in any other field to begin the verification process. Once you enter the address, it will be partially hidden so you will only be able to see the domain name. 5 B Once the verification process is complete, you will see a green checkmark. This indicates that the address is valid. See the Potential issues section of this document (pg. 6) if you see anything other than the green checkmark next to the address. * If the system continues to indicate the address is invalid after you have attempted to enter the guest s address two times, please alert the guest that in order to receive communications from IHG Rewards Club, they will need to add their correct address via ihg.com. Please refer to the Guest Instructions for changing their address on ihg.com section of this document (pg. 9) for specific instructions on how to add an address via ihg.com. 5

6 III. Potential Address Issues A. Invalid Address Step Instructions Image 1 If the address is not valid, a yellow icon will appear on the guest s profile. 1 A Verify the address with the guest, then re-enter it into the field and click Save. Once you enter the address, it will be partially hidden so you will only be able to see the domain name. 1 B If the address continues to show as invalid, you will see the is not mailable error window. You can click Continue to Edit to re-enter the address or you can choose to Save as is. If you choose to Save as is, a yellow icon will appear on the guest s profile and they will not be able to receive s from IHG. To correct this issue, verify and re-enter the address. 6

7 B. Duplicate Address 2 If an address is found on another Open IHG Rewards Club member account, a Duplicate Found pop-up is displayed. 2 A If the popup occurs, there are 3 options: Update Member Account (click on name) Cancel 2 B If you select Update on the Duplicate Found popup: You are returned to the Member Profile section The field is highlighted and if you hover over the address, you will see an error message Update the address and select Save. 7

8 2 C If you select a Member Account on the Duplicate Found pop-up: You are taken to that member account to review 2 D If you select Cancel on the Duplicate Found pop-up: You are returned to the Member Profile The changes are ignored and the previous address is restored 8

9 IV. Guest instructions for changing their address on If the system indicates an address is invalid, please alert the guest that in order to receive communications from IHG Rewards Club, they will need to add their correct address via ihg.com. In order to add an address, please have the guest follow the steps outlined below: 1. Navigate to 2. Click the IHG Rewards Club tab on the upper right 3. Enter their IHG Rewards Club number and set up their PIN 4. Go to My Account and Change address (in the right menu list) 5. Enter their into their profile directly 9