As a valued Preferred Hotels & Resorts member property and participant in the I PreferHotel Rewards Program, upholding the specific branding elements outlined in your standard member agreement is essential. To support your commitment to brand integrity and exceptional guest experiences, Preferred Hotels & Resorts has developed the Integrated Quality Assurance (IQA) Program.

This custom-designed quality measurement program emphasizes both quality assurance and online reputation management. Every guest interaction represents a pivotal 'moment of truth' that shapes their perception of your property. The IQA program is designed to help you identify and measure these critical moments, fostering enduring customer loyalty and encouraging positive reviews.

In this course, we will focus on the I Prefer aspects of the IQA inspection, ensuring your property meets the specific standards for branding and guest interactions that are crucial for maintaining and enhancing guest loyalty.

*Please be advised that this training only applies to Preferred Hotels &Resorts properties that participate in I Prefer. If your brand does not participate or if you have any questions, please contact your Regional Director.

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IQA employs two key tools to comprehensively assess guest experience, hotel quality, and online reputation: Professional On-Site Evaluations and a Customized Online Reputation Management Platform.

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Professional On-Site Evaluations:

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These evaluations are grounded in Collection-specific criteria that highlight key I Prefer touchpoints. Conducted anonymously by third-party consultants, the evaluations include a comprehensive review of service interactions, product quality, condition, and cleanliness during a one- or two-night stay. After check-out, the consultant will request a debrief with the General Manager and key department heads, including a room walk-through.

While the evaluation process is open to questions, consultants do not have access to the final score or scoring details. This information is emailed directly to the property post-evaluation and can be accessed through the TrueView Platform.
   
These evaluations are valuable for training, helping your team identify areas for improvement and recognize strengths. By providing actionable insights, these evaluations motivate and inspire team members to elevate their performance and deepen their understanding of I Prefer brand standards.

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Customized Online Reputation Management (ORM) Dashboard:

Updated 24/7, this dashboard provides continuous insight into guest experiences by monitoring reviews and social commentary across over 100 online platforms.

Actively engaging with customer feedback through the ORM dashboard allows your hotel to improve rankings, outperform competitors, and enhance guest loyalty. Real-time access to satisfaction metrics enables prompt responses and a lasting impact on both current and potential guests. This proactive approach drives positive reviews and contributes to your hotel’s ongoing success.

Note: This is distinct from your I Prefer Member Satisfaction Score.

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TrueView Platform:

In addition to the key measurement tools, member hotels have 24/7 access to TrueView, a dynamic inspection reporting platform developed in partnership with our third-party consultants. TrueView is an essential resource for managing and enhancing your property adherence to I Prefer criteria, offering tools to view on-site inspection results, perform self-assessments, and access historical data.

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TrueView Platform Features:

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1. Reporting& Analytics
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Review and TrueView’s Reporting & Analytics feature offers interactive dashboards that allow you to:

• Review and analyze inspection results with a focus on I Prefer criteria, providing a clear understanding of your property's performance.
• Access both historical and current evaluation reports, enabling you to track progress over time and pinpoint areas that require attention.

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2. Self-Assessment Module

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The Self-Assessment Module empowers you to:

• Conduct interim evaluations between Preferred inspections, helping you maintain continuous alignment with I Prefer standards.
• Target specific departments or touchpoints that directly impact guest satisfaction, using insights from online reviews and guest feedback.

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3. Collection Criteria

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For daily operations, TrueView enables you to:

• Download user-friendly checklists outlining essential I Prefer touchpoints by department, ensuring your team consistently meets and exceeds brand standards.

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4. Getting TrueView and ReviewPro Access:

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Once your hotel joins the IQA program, access to your IQA tools becomes available.

‍To request your property user logins please contact: IQASupport@preferredhotels.com

Users will need an active PreferredNet account to link to the IQA platforms.

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‍To request a PreferredNet account please contact:preferrednet@preferredhotels.com

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For more information on TrueView’s Reporting & Analytic features please visit this link here.

Please note that each year, the Integrated Quality Assurance (IQA) team reviews guest service trends and makes modifications to the criteria based on changes in the industry, best practices, consumer behaviors, and expectations.

Additionally, these criteria may vary depending on your property’s classification within the Preferred Hotels & Resorts Collection—whether as a Legend Hotel or a Non-Legend Hotel.

Rest assured, if any amendments are made to the criteria, we will communicate these updates to hotels in a timely manner to keep you informed and prepared.

Please use the following resources to access the full IQA criteria as it pertains to your hotel’s collection. Use the following Collection Compliance guide to learn how to establish, implement, and remain in compliance with these critical requirements.

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To access the full IQA Criteria please view here.

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The Collection Compliance Guide can be found here:

• Legend Hotels
• Non-Legend Hotels

1. Phone Reservation

Member Inquiry:

• Criteria: Staff inquires if the guest is a member of, I Prefer.
• Purpose: Ensures recognition of membership status early in the guest's journey
• Resource: Member Benefits

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2. Phone Reservation

Membership Offer:

• Criteria: If the guest is not a member, the staff provides information and offers to enroll the guest.
• Purpose: Encourages guest enrollment to enhance their experience and loyalty.
• Resource: Profectus - Enrolling New Member Job Aid

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3. Phone Reservation

Membership Recognition:

• Criteria: If the guest is an existing, I Prefer Member, staff acknowledges their tier level and verbally expresses appreciation for their loyalty.
  • Internal Notes: Example: “Thank you for being a loyal Titanium I Prefer Member.”
• Purpose: Shows demonstration of appreciation for the member’s loyalty.
• Resource: Member Benefits

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4. Internet Reservation

Homepage Branding:

• Criteria: The I Prefer logo is clearly visible on the hotel's homepage and connects the guest to the correct URL site.‍
  • Internal Notes: The I Prefer logo should be the current design without pineapples, lines, or lowercase. The logo should link to the hotel's dedicated I Prefer page or to an enrollment form with the hotel's promotional code displayed. ‍
  • Hotel Specific URL link looks like:‍  https://iprefer.com/members/signup?enrollcode=ABCDE&hotel=ABCDE("ABCDE" to be replaced with the hotel's unique code).

• Purpose: Ensures the proper brand representation and seamless access to the I Prefer program.
• Resource: Add the I Prefer logo to your hotel site

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5. Internet Reservation

Confirmation Email:

• Criteria: Confirmation email should include I Prefer visibility. ‍
  • Internal Notes: The I Prefer logo should be the current design without pineapples, lines, or lowercase. Displayed I Prefer logo and information must be current. The email must be sent within 24 hours or less. This message can be part of the original confirmation email with Collection logo placement.

• To be compliant, the Hotel must include one of the following visibility levels: ‍
  • Level 1 visibility: Email includes the approved I Prefer logo. ‍
  • Level 2 visibility: Email includes the approved I Prefer logo + verbiage stating the hotel is proudly participating in the I Prefer Hotel Rewards Program. ‍
  • Level 3 visibility: Email includes all items from Levels 1 &2, plus an email banner asset (found on PNet for download)
• Purpose: Reinforces the I Prefer program and benefits to the guest post-booking.
• Resource: Website & Email Assets

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6. Front Desk - Arrival

Membership Check:

• Criteria: If the I Prefer member number is not present on the reservation, staff asks if the guest is a member of I Prefer.
  • Internal Notes: If the guest was enrolled during the phone reservation (or other pre-arrival contact), the member number should be recognized/connected to the guest's reservation even if the PMS is not integrated.
• Purpose: Ensures that all members are recognized, even if the reservation system (PMS) is not integrated.
• Resource: Profectus - Member Search Job Aid

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7. Front Desk - Arrival

Invitation of Enrollment:

• Criteria: If the guest is not a member of, I Prefer, staff provides information and offers to enroll the guest.
  • Internal Notes: Hotel can enroll on the spot through our Loyalty Platform, Profectus OR direct Guest to a dedicated QR Code and/or Tap to Enroll device.
• Purpose: Facilitates easy and immediate enrollment to enhance guest loyalty.
• Resource: Profectus - Enrolling New Members Job Aid

8. Front Desk - Arrival

Member Recognition:

• Criteria: Staff recognizes if the guest is a member and their type of, I Prefer, if applicable.
  • Includes Notes: Front Desk staff must recognize Member Tier and benefits:
    • Silver: Complimentary Wi-Fi, Complimentary Room Upgrade (based on availability), Priority Check-In, and Late Check-Out.
    • Gold: Includes Silver benefits, Welcome Amenity, 20% Bonus Points.
    • Titanium: Includes Silver & Gold benefits, Food & Beverage Offering, 50% Bonus Points.
• Purpose: Provides personalized service and benefits based on the guest's membership tier.
• Resource: Associate Reference Guide

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9. Front Desk - Arrival

Points Balance Inquiry:

• Criteria: Upon request, staff is able to provide the I Prefer member with their points balance.
• Purpose: Ensures members have access to their rewards information on request.
• Resource: Profectus - Member Search Job Aid

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10. Front Desk - Arrival

Reward Nights Redemption Recognition:

• Criteria: If the guest is an I Prefer member and the reservation is booked under a Rewards Night, staff recognizes that the member redeemed points for the stay and is able to complete the check-in accurately.
  • Internal Notes: Hotel acknowledges the rate plan and advises for IPPOINTS guest is responsible for taxes and incidentals. The hotel should understand IPPOINTS is for Reward Nights
• Purpose: Guarantees proper recognition and processing of reward-based bookings.
• Resource: Reward Night Redemption Program

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11. Lobby

Brand Presence:

• Criteria: Properties must have the I Prefer sign present at their Front Desk.
  • Internal Notes: Properties must have the approved I Prefer sign present in one of the following areas: Front Desk or Lobby.Printed or digital collateral is no longer accepted; a desk sign is required.  
  • To meet this criteria, Printed or Digital collateral is no longer accepted in place of desk sign. Hotels must have I Prefer desk sign present that is in clean and good condition and is easily visible to the guests.
• Purpose: Ensures consistent and visible branding throughout the guest's stay.
• Resource: Order Physical Collateral (including desk signs)

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12. Front Desk - Departure

Reward Certificate Processing:

• Criteria: If the guest presents a reward certificate, staff recognizes it as a form of payment and promptly redeems and processes it against the folio. Folio should reflect Reward Certificate credit.
• Purpose: Ensures seamless checkout for guests using reward certificates.
• Resource: Profectus - Redeeming Reward Certificates Job Aid

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13. Front Desk - Departure

Checkout on a Reward Nights Redemption:

• Criteria: If an I Prefer member is checking out on a Reward Nights booking, staff recognizes that the member redeemed points for the stay and is able to complete the check-out accurately. Folio should only reflect taxes and incidentals.
• Purpose: Guarantees that reward night stays are correctly processed at checkout.
• Resource: Reward Nights Redemption Program

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Should you have any questions on the specific I Prefer criteria, please reach out to loyalty@iprefer.com.