MEETING PLANNER SATISFACTION TRACKING SOLUTION InterContinental Hotels & Resorts Meeting Planner Satisfaction Survey “MSS” Program Overview Steve Farina UniFocus Updated January 2015

OVERVIEW – OBJECTIVE: To provide each hotel with the customer insight to improve Meetings and Events performance. To benchmark Meetings and Events performance across the brand.

WHAT IS MEETINGS SATISFACTION SURVEY? Meetings Satisfaction Survey (MSS) is tailored specifically for InterContinental and is based on the Unifocus MEETINGScope platform. This is the most advanced system available for gathering critical meeting planner satisfaction feedback—during the entire event process, from start to finish. MSS will provide real-time notifications, weekly flash reports and easy to use online reports which are available for each property to access at any time.

BENEFITS MSS provides insight into Meeting Planner satisfaction on all aspects of the meeting or event experience, from the enquiry stage through to the conclusion of the meeting or event. Meeting and Event performance is measured monthly on a globally consistent basis which can – • Identify strengths and opportunities for improvement in each hotel. • Enable the setting of key performance objectives for individuals

CORE FEATURES OF MEETINGSCOPE: • Automated data upload feature which will capture Meeting Planner contact details from your Event Management System • Automated E-based survey sent directly to the Meeting Planner pre and post event Real time feedback and notifications to hotel team Benchmarking of Meetings and Events performance across the brand Dynamic Reporting which correlates satisfaction to the services provided

EMS BOOKINGS DATA UPLOAD The MSS system is powered by the bookings information from each property’s Event Management System (Delphi, Opera). The bookings information drives the Pre and Post-Event surveys that are launched at the proper time to Meeting Planners and contacts. The EMS data needs to be sent weekly to UniFocus for processing, in order to keep all meetings and event data as up to date as possible. Only in the event that a property has no automated Event Management System will someone at the property need to manually enter the bookings information in order to participate.

AUTOMATED E-BASED SURVEY INVITATIONS Pre and Post-Event survey invitations are launched at specified times based on booking arrival and departure dates.

PRE AND POST-EVENT SURVEYS Valid and actionable questions were designed along with the Brand Team to measure level of satisfaction during all phases of a booking’s life. MSS Index = Average score of Overall Satisfaction and Intent to Recommend questions

REAL-TIME FEEDBACK & NOTIFICATIONS Property users receive real-time alerts as Pre and Post-Event surveys are completed. Immediate action can be taken based on the feedback.

WEEKLY FLASH REPORTING A weekly emailed report to all property key users that highlights recent feedback, upcoming events and surveys waiting to be taken. Staff notifications, such as this, are set-up and maintained by each property.

PROPERTY DASHBOARD REPORTING Real-Time reporting and information available for property and corporate contacts on the www.unifocus.com website.

SINGLE EVENT DETAILS Drill into event, meeting planner and staff details from the dashboard.

AGGREGATE PERFORMANCE FOR ALL AREAS AND QUESTIONS Ability to run real-time ratings performance data, and comparisons for any date range.

PROBLEM CLASS & RESOLUTION REPORTING Assists property in identifying common problem areas to help with action planning, and target Meeting Planner recovery efforts.

DETAILED COMMENT REPORTING Categorized comment details by event. Search by key words, category, date range, and more.

STAFF MATRIX REPORTING Ratings by staff member assists with goal setting and development of KPOs. Data can be compiled by Region, if requested.

MONTHLY REPORTING WITH BENCHMARKING AND TRENDING Ability to compare performance in all areas to Regional and Brand averages. Helps properties set goals for improvement.

INTERACTIVE DASHBOARD REPORTING Access to individual property, regional and brand performance and rankings on the www.unifocus.com website.

REGIONAL AND BRAND MSS RANK REPORTS Monthly update on YTD property rankings for all key indexes. (MSS index score is the average of the overall satisfaction and intent to recommend questions)

RECOMMENDED BEST PRACTICES: PROPERTY LEVEL Ensure that your bookings extract report is uploaded to UniFocus on a WEEKLY basis. Reach out to the UniFocus Support Team at service@unifocus.com if experiencing any problems, or need assistance. Make sure key staff are set-up for proper survey and Flash report email notifications. Don’t rely on single survey results for “whole picture” of performance. Log on to www.unifocus.com regularly to look at aggregate scores by department and watch trending. Set proper actions in place when scores are trending negatively for a given area. Review problem resolution reporting in detail monthly and provide staff with adequate support to address and resolve problems and issues experienced by meeting planners. Set goals for improvement for all departments, to include sales and conference services.

RECOMMENDED BEST PRACTICES: REGIONAL SALES AND OPERATIONS Make sure all properties in your region have signed up for the MSS program by logging in to the InterContinental Meetings site: www.intercontinentalmeetings.com/signup Monitor your properties ranking each month as reports are posted, on or about the 8th. Speak about the MSS program and it’s importance when you visit your properties. If you sense your property teams need additional training in order for them to use the program more effectively, instruct them to contact UniFocus. On-going training and support are free and part of the annual MSS subscription! Reach out to UniFocus anytime you need information or have questions by sending an email to service@unifocus.com, or calling 972-512-5100.

THANK YOU FOR OUR PARTNERSHIP! www.unifocus.com