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IHG

  

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Company: IHG
Company Description: IHG is an international hotel company whose goal is to create Great Hotels Guests Love. We have more guest rooms than any other hotel company in the world - that's rooms in more than 4,150 hotels across nearly 100 countries. You can depend on our 7 great brands for a hotel that suits your travel needs or tastes.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Customer Service Complaints Team of the Year

Nomination Title: IHG Global Customer Care - Customer service initiatives; supporting our purpose of creating great hotels, guests love

    Tell the story about what this nominated team achieved since the beginning of July last year (up to 500 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

2009 was a tough year for the travel industry and IHG’s Guest Relations teams
deployed a number of customer service initiatives to maintain our strong
position in the US market and profits for our hotel owners.  We recently added
a new team of customer service agents in Charleston, SC and increased team
size and responsibility to our groups in Salt Lake City, UT.

We launched a new case management system allowing over 500 customer service
agents and 4,500 hotel operation teams immediate access to guest comments, we
used a “voice of the customer” survey to track service recovery results and
launched One Contact Resolution; empowering our customer service agents to
resolve guest issues in just one contact.   One contact resolution is saving
our guests time and effort, while building confidence and loyalty to our
brands and supporting our purpose of creating great hotels, guests love.
A recent example of our great customer service: The eruption of the Icelandic
Volcano causing airport closures, flight cancelations and distressed guests
around the world.  Our Guest Relations teams were able to immediately resolve
all booking issues caused by the eruption; changing dates, cancelling
reservations without penalty and waiving no show charges.  Our commitment to
resolving all guest issues caused by the eruption was an opportunity to
strengthen guest loyalty and efficiently handle a crisis with minimal
operational impacts to our service levels.  Guest Relations personally
assisted over 5,000 loyal IHG guests and 700 hotels impacted by the eruption. 
IHG Guest Relations has become an industry leader with innovations, cutting
edge technology and one contact guest recovery processes.
Guest Relations plays a crucial role when a natural disaster hits such as a
hurricane.  Guest Relations teams up with IHG Training and Development by
facilitating 14 interactive workshops and 4 online sessions with over 500
hotels participating each year. We also understand the impact the oil spill in
the gulf has on so many travelers.  Guest Relations supported a No Risk Beach
guarantee so if a guest needs assistance our Guest Relations team will ensure
the guarantee is met.

    List hyperlinks to any online news stories, press releases, or other documents that support the claims made in the section above. IMPORTANT: Begin each link with http://, and enclose each link in square brackets; for example, [http://www.youraddress.com]:

http://www.ichotelsgroup.com/h/d/6c/1/en/c/2/content/dec/teaser/6c/1/en/lp/travel_advisory.html
http://www.ichotelsgroup.com/h/d/6c/1/en/c/1/content/dec/teaser/6c/1/en/lp/gulfcoast.html?cm_sp=IMMerch-_-6C_US_en-_-TA_Homepage_GulfCoast
/iba/2010-winners-circle

    Provide a brief (up to 100 words) biography about the leader(s) of the nominated team:

IHG is an international hotel company whose goal is to create Great Hotels
Guests Love. We have more guest rooms than any other hotel company in the
world - that's rooms in more than 4,150 hotels across nearly 100 countries.
Our guests book over 160 million stays in IHG hotels every year. You can
depend on our 7 great brands for a hotel that suits your travel needs or
tastes. We also provide Priority Club Rewards - the world's largest hotel
loyalty program.