First Choice Club Membership Introduction

Manual Updated On : Nov 2014

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First Choice Club Loyalty Program - Overview

Connxion Rewards and Holiday Inn Golden Mile Hong Kong are working together to launch the First Choice Club Loyalty Program. This manual introduces the membership program and summarizes the operational procedures for the program.

First Choice Club Package(Effective from 15th September 2014)

1.Membership fee

• For new members: HKD2,088

• For renew members: HKD 1,988

2.Reward points

• For new members: 2,088

• For renew members: 1,088

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Dining Discount

Member Certificates

Member can enjoy 30% off Food and Beverage (excluding service charge, tobacco, taxes and gratuities) at Loong Yuen, Bistro on The Mile, Osteria Ristorante Italiano and Hari’s Bar (except happy hour). Member dining benefits are applied to the food and beverage of the bill. The card is not transferable for dining; only one card per table per meal period can be used. Maximum 12 people.

2 x COMPLIMENTARY COCKTAILS:Entitling the bearer to 2 standard cocktails/drinks at any restaurant and bar(excluding happy hour & non transferable)1 x COMPLIMENTARY BUFFET LUNCH FOR 2:Enjoy free buffet lunch for 2 at Bistro On the Mile. (Valid 7 days a week. Reservations from Friday to Sunday are subject to advance reservation and availability. Walk-in or unbooked guests may be denied voucher privilege.)1 x COMPLIMENTARY BUFFET DINNER FOR 2:Enjoy free buffet dinner for 2 at Bistro On the Mile. (Valid 7 days a week. Reservations from Friday to Sunday are subject to advance reservation and availability. Walk-in or unbooked guests may be denied voucher privilege.)1 x COMPLIMENTARY BOTTLE OF WINE WHEN DINNING-TIER 3:Entitling the bearer to complimentary bottle of wine when dinning in a minimum party of two in any of the HOTEL's restaurants.1 x FOOD & BEVERAGE CERTIFICATE VALID FOR HK$250:Entitling the bearer to HK$250 reduction on Food & Beverage when dining. F&B Certificate deduction before FCC membership discount. Minimum 2 persons dinning.2 x SPECIAL OCCASION CERTIFICATE: Entitling the member to enjoy 40% off the Food & Beverage bill when dining. Valid for 2 -12 people.(Non-transferable)2 x 30% OFF FOOD & BEVERAGE: Entitling the bearer to enjoy 30% off the Food & Beverage bill when dining. Valid for 2-12 people. (Same terms and conditions as card dining benefit)

2 x COMPLIMENTARY COCKTAILS:

Entitling the bearer to 2 standard cocktails/drinks at any restaurant and bar(excluding happy hour & non transferable)

1 x COMPLIMENTARY BUFFET LUNCH FOR 2:

Enjoy complimentary lunch buffet for 2 at Bistro On the Mile. (Valid 7 days a week. Reservations from Friday to Sunday are subject to advance reservation and availability. Walk-in or unbooked guests may be denied voucher privilege.)

1 x COMPLIMENTARY BUFFET DINNER FOR 2:

Enjoy complimentary dinner buffet for 2 at Bistro On the Mile. (Valid 7 days a week. Reservations from Friday to Sunday are subject to advance reservation and availability. Walk-in or unbooked guests may be denied voucher privilege.)

1 x COMPLIMENTARY BOTTLE OF WINE WHEN DINNING-TIER 3:

Entitling the bearer to complimentary bottle of wine when dining in a minimum party of two in any of the HOTEL's restaurants.

1 x FOOD & BEVERAGE CERTIFICATE VALID FOR HK$250:

Entitling the bearer to HK$250 reduction on Food & Beverage when dining. Cash value will be deducted before FCC membership discount. Minimum 2 persons dining.

2 x SPECIAL OCCASION CERTIFICATE:

Entitling the member to enjoy 40% off the Food & Beverage bill when dining, valid for 2 -12 people.(Non-transferable)

2 x 30% OFF FOOD & BEVERAGE:

Entitling the bearer to enjoy 30% off the Food & Beverage bill when dining, valid for 2-12 people. (Same terms and conditions as card dining benefit)

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Additional Member Privileges

Renewal Member Privileges

ACCOMMODATION PRIVILEGES:

You can stay at the Holiday Inn Golden Mile and receive 10% reduction off best available room rates. (This discount can not be used in conjunction with any other benefits, discount, promotional rates/codes, agency, corporate or other group booking rates. Not applicable during black-out dates.)

FREE PARKING:

2 hours free parking at Loong Yuen or Osteria for lunch or dinner. (Subject to availability, excluding takeaway business)

1x COMPLIMENTARY SET LUNCH FOR 2:

Entitling a set lunch for two persons at Osteria or Loong Yuen [Valid on Sunday to Thursday]

Black Out Dates: Member will receive 10% discount on all blackout dates.•Christmas Eve & Day, •New Year's Eve & Day, •Chinese New Year, •Mother's Day, •Father's Day, •Valentine's Day, •China National Day •and other dates as determined by hotel.

TERMS & CONDITIONS: Dining benefits are not applicable to banquets, room service, take away or outside catering. Member card and all coupons cannot be used in conjunction with other cards or special offers. Member dining benefits are applicable to all standard menus and special menus as indicated, and member dining and accommodation benefits are not available at all black out dates. The Holiday Inn Golden Mile, Hong Kong, reserves the right to change the hours of operation or close any restaurant or bar without prior notice. The membership card holder must be present throughout the meal to be entitled to the dining benefits. Holiday Inn Golden Mile reserves the right to amend or modify the conditions of membership without prior notice and without compensation for changes.

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First Choice Club Membership Enrollment Procedure

CXN Staff Warm’s Call

Maintain’s Long Term Relationship with

Member

Make New Sales ($2,088: 12 months) OR

Make Renewal Sales ($1,988: 12 months)

Charge the Membership Fees

Purchase Confirmation - Including full terms &

conditions (Member will receive welcome email)

Get Referrals from Member

Program Admin Enter Data to Marcom

Program Admin Arrange the Temp Card to

Member if necessary

Program Admin Issue the Membership Card & Package to Member

within 14 days

Welcome Call - Confirming Member

Satisfaction

Member Enjoys the Privilege Promotions

at Hotel

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Finance Procedures

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IT Procedures

Marketing Services

First Choice Club Fully Customized Website•Deliver strong and cohesive club branding in line with Holiday Inn Golden Mile Hong Kong Brand Strategy•Provide a member promotion channel for all events and marketing initiatives•Add credibility for direct marketing program and raise awareness for the First Choice Club brand•To provide a contact channel for all membership related enquiries – sending all member related matters to Connxion’s Member Services team so as not to burden hotel operations.

Collateral & Point of SaleConnxion's marketing team is on-hand to design exciting, high quality point of sale and membership collateral.Gain greater brand awareness and Return on Customer (ROC) with membership products and marketing.

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Member FAQs

1. How much is a membership and how long does it last for? The First Choice Club membership fee is $2,088 for new membership and $1,988 for renewal membership. Membership lasts for 12 months.

2. As an First Choice Club card holder, what are my dining privileges? Dining privileges are applied to all the outlets in Holiday Inn Golden Mile Hong Kong. Members are entitled to 30% off Food and Beverage and there are also some member certificates for uses on different occasions. For more information, please contact our Member Services Hotline at 2116 3296.

3. My membership card has been lost/ stolen. What should I do? Loss or theft of the card must be reported immediately to First Choice Club at 2116 3296 or email us at memser@firstchoiceclub.com.hk. A $150 processing fee will be charged for the replacement card.

4. I've lost/misplaced the vouchers. What should I do? First Choice Club will not be able to replace lost or stolen vouchers due to the cash value attached to each of them.

5. Can my spouse/ friends use First Choice Club card in my absence? The membership card is non-transferable, the First Choice Club member must be present.

6. What if there are two First Choice Club members dining at the same table? All dining establishments will only be able to accept one card per table per visit.

7. Are there any black-out dates First Choice Club restaurants discounts?Yes, it will include Chinese New Year [day 1 and day 2 inclusive]; Valentine’s Day dinner only [February 14], Mother’s Day; Father’s Day; Christmas [December 24-25 inclusive], New Year’s Eve and Day [December 31 and January 1], National Day of PRC [October 1].

8. Can First Choice Club members enjoy discounts on any black out dates?First Choice Club members can enjoy 10% discount on all blackout dates. However all vouchers are not accepted on these dates.

9. What is the cancellation procedure if I am very dissatisfied with your services?The First Choice Club will assist with your every need and provide you with the VIP services. However we will still honor cancellations within 14 days from the date of purchase of the membership. Such termination will not be effective until all cards and membership materials have been returned to First Choice Club office.

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10. Can I enjoy both the credit card promotion discount and First Choice Club membership discount?No, First Choice Club privileges cannot be used in conjunction with any other discounts, benefits, special offers. Only one discount can be enjoyed per visit.

11. Can the member settle the bill by cash or can the bill settled by member’s invited guest?Yes we accept cash and credit card. In the condition that the bill is settled by cash or member’s invited guest, the member must show the HKID to verify and obtain the membership discounts, as the card is non-transferable, the First Choice Club holder must be present.

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1. If the member comes to restaurant with more than 11 guests, and wants to enjoy the dining discount, what would I do?According to the membership agreement, the discount is only applicable to members dining with no more than 11 guests. To ensure the member has a positive experience, our member service staff will help the member to separate their bill so let the member and 11 guests to enjoy the dining discounts. However for the additional guests will enjoy no discount.

2. If the member wants to enjoy dining discounts during black-out dates, are there any discounts that can apply?Yes, our member service staff would notify the members that they still enjoy a 10% off discount during black-out dates however, none of the vouchers are accepted.

3. If the member wants to cancel the membership, what would I do?First, I would understand the reason why the member would like to cancel, and try to provide a solution(s) that will satisfy them. If they do not accept any solution, and insist to cancel, I would inform them that an FCC sales consultant to follow up with them. I would give the customer services centre hotline (2116 3296) to the member for their information. I would ensure I have the member’s full name and membership number and would inform the Membership Office of the situation and ask them to follow up. Please note that cancelations will be honoured up to 14 days from days of purchase and there is a HK$150 cancelation fee.

4. If the member refuses to show their ID card to verify the member card/vouchers ownership, what would I do?I would tell them the reason I have requested to show his/her ID card is that the member benefits are non-transferable, and it aims to verify that it is indeed the member using the card. It is for the protection of the member and to maintain the exclusivity of the membership. I would explain the T&C’s and, if necessary, show a copy of the membership agreement.

5. If the member wants to enjoy both credit card promotion, First Choice Club membership discount and other special promotion, what would I do?I would explain to them that only one discount can be enjoyed per visit and thank them for their support.

6. If the member wants to renew their membership, what would I do?I would thank them for their long term support, and then ask them to leave their contact and membership number and inform them that the First Choice Club customer centre will provide the service shortly.

Hotel FAQs

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Membership Certificates2 x COMPLIMENTARY COCKTAILS

1 x COMPLIMENTARY BUFFET LUNCH FOR 2

1 x COMPLIMENTARY BUFFET DINNER FOR 2

1 x COMPLIMENTARY BOTTLE OF WINE WHEN DINNING-TIER 3

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Membership Certificates

1 x FOOD & BEVERAGE CERTIFICATE VALID FOR HK$250

2 x SPECIAL OCCASION CERTIFICATE

2 x 30% OFF FOOD & BEVERAGE

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Loose Certificates - Renew

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Connxion Rewards Company Limited

Connxion Key Contacts

Please contact us directly if you have any questions.

Tel: (+852) 3154 9435Email: info@connxionrewards.comWebsite: www.connxionrewards.com

First Choice Club Member Services Centre

Tel: +852 2116 3296Fax: +852 2116 5383Email: memser@firstchoiceclub.com.hkWebsite: http://firstchoiceclub.com.hk

Address: Rm A, 15/F, Kyoto Plaza,491-499 Lockhart Road, Causeway Bay, Hong Kong