Preparing for I Prefer Member Arrival
Consistency in how you prepare for member arrivals keeps everyone organized and ensures effective benefit delivery to the member guest.
Remember, your I Prefer pre-arrival email gives you a glimpse of arrivals 3 days ahead of time, so you can utilize that information in your property’s process.
Pre-Arrival Checklist/Process
Creating a pre-arrival checklist or process should be a standard part of the how you prepare for member arrivals. It creates consistency in preparing for member arrival, it allows you to handle room upgrades prior to guest arrival when available, and it ensures that Welcome Amenities are ready. You can download a copy of our suggested preparation list from PreferredNet.net.
Regardless of the member tier, there are five standard benefits. This includes points for eligible stays, member rates, early check-in or extended late check-out, room upgrades and complimentary wifi. When availability allows, ensure the members knows they are receiving an upgrade or being extended that late check-out.
As a standard benefit, Gold and Titanium I Prefer Members receive special amenities during their stay.
These amenities/gifts offer your hotel the chance to showcase your independent brand and local specialties.
The amenity must have a high perceived value AND the amenity should be unique to relevant I Prefer Members only and not something available to every guest (remember we are driving loyalty!).
What is great about I Prefer is that you can customize your offerings to your property. You are not required to give a specific item and your item can change as needed or seasonally.
While your Welcome Amenity can contain a food or beverage item, note that our Titanium I Prefer Members should be presented with a Food & Beverage item in addition to the Welcome Amenity.
Seamless Sharing of information
Equally as important is a communication plan that allows information received by a team member to be easily shared throughout the property and applicable departments.
It might be guest request items for housekeeping, reservations in your outlets, or special occasions we want to ensure your team recognizes throughout the stay.
These pieces of information are easily lost in the hustle and bustle of our day-to-day work. When missed or forgotten, they have the power to impact the guest's stay in a meaningful way.
Determine what works best for your property, like preparing a welcome letter ahead of time or sharing information with the valet, Front Desk or other departments as it could impact them. Interdepartmental collaboration enhances the possibility of driving loyalty and value for your guest.
Hospitality is a collaborative sport, so be sure your property is set up for success with a strong communication plan.