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IHG® Frontline System Guide – IHG Frontline Lead

A step-by-step system guide for the IHG Frontline Lead to set up and launch IHG Frontline in your hotel.

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What’s in this guide?

Welcome to IHG® Frontline – IHG’s way of building the right skills in frontline colleagues. Through bite-sized videos, activities, learning support materials and line manager support, IHG Frontline help colleagues see what great performance looks like in the areas that drive Guest HeartBeat and hotel performance.

Your role as an IHG Frontline Lead is paramount to the success of this programme in your hotel. This is why this IHG Frontline System Guide is designed just for you. Within this guide, you’ll find a step-by-step guide to the things that you’ll need to know about the IHG Frontline system – from setting up, assigning courses to generating reports to understand how the learners in your hotel are progressing in their learning.

We’ve also included tips so look out for these as you go through the guide.

1 Getting started 3 Reporting

Logging in to IHG Frontline 4 Types of reports 31

Setting up the system 5 Activity reports 32

Minimum system requirements 7 Course reports 36

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Subject reports 40

Ongoing Support Assessment reports 43

Adding new departments and outlets

9 Medals reports 46

Deleting empty departments and outlets 12

Adding a learner 13

Transferring a learner 16

Removing a learner 18

Assigning courses to an individual 20

Assigning courses to multiple learners

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Assigning admin rights 24

Removing admin rights 26

Resetting password for a learner 28

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1 Getting started

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Logging in to IHG® Frontline

Appendix

When your General Manager signs up to IHG Frontline and nominates you as the IHG Frontline Lead, you

will receive an email with a link, a unique username and password.

1 Open the link in your email to visit the website.

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Watch the introductory video on the Welcome page and click ‘Next’ when you’re ready to move to the next step.

The IHG Frontline admin portal is currently available in English only. Once you have completed the system setup, you will be able to switch the portal language to one of the following languages on the Learner Portal: Arabic, French, German, Indonesian, Italian, Japanese, Mandarin, Portuguese, Russian, Spanish, Thai, and Turkish

2 Use the username and password provided in your email to log in.

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Setting up the system

Appendix

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Input the details of Managers for the departments in your hotel. Click ‘Next’ when you’ve completed the input. This will generate learner and admin usernames and passwords for the Managers created at this point.

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Input the details of Outlet Managers for the departments in your hotel. Click ‘Next’ when you’ve completed the input. This will generate learner and admin usernames and passwords for the Managers created at this point.

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Setting up the system

Appendix

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Review the structure using the graphic generated. Click ‘Finish’ when you have confirmed that everything is correct.

If you need to make changes, you can click on ‘Departments’ and/or ‘Outlets’ on the navigation steps at the top of the screen to return to previous pages to do the editing.

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Minimum system requirements

Appendix

To ensure the learners in your hotel have a good user experience, you should check that the minimum

system requirements are met.

Hardware

Operating system

Processor: 2 gigahertz (GHz) or faster 32-bit (x86) or 64-bit (x64) RAM: 2 gigabyte (GB) RAM (32-bit) or 4 GB RAM (64-bit) Hard disk space: 32 GB available (32-bit) or 40 GB available (64-bit) Graphics card: DirectX 9 graphics device with WDDM 1.0 or higher driver

Operating system:

Windows 8 – Microsoft Mainstream support ends 09/01/2018

Windows 8.1 – Microsoft Mainstream support ends 09/01/2018

Not recommended: Windows XP, Windows Vista, Windows 7

Browser, browser plugins and bandwidth

Java, JavaScript and bandwidth

Browser:

Internet Explorer 10 – Windows 8 Mainstream support ends 09/01/2018

Internet Explorer 11 – Windows 8.1 Browser Plugin: Adobe Flash Player 12

Java: No JVM required. JavaScript: JavaScript enabled Bandwidth: At least 4Mbps downstream and 512Kbps upstream

You can also download a copy of the suggested system requirements guideline here.

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Appendix 2 Ongoing support

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Appendix

Both the IHG® Frontline Lead and Department Head have the ability to add new outlets within a department. Only the General Manager and IHG Frontline Lead can add new departments.

1 Click ‘Admin’ once you’ve logged onto www.ihgfrontline.com

2 Click ‘Edit Establishment’.

http://www.ihgfrontline.com/

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Appendix

3 Click ‘Add department’.

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Select the department that needs to be added from the drop down menu and click ‘Add Department’.

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Appendix

5 Click ‘Select Manager’.

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Assign a Manager for this department by:

Typing the name of the Manager in the ‘Search’ box

OR clicking ‘Add new Manager’ and completing the details

7 Click ‘Add an outlet to this department’.

8 Input the name of your outlet and click ‘Add outlet’.

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Input the name of your outlet manager by repeating steps 5 and 6.

Outlets are optional. You should add outlets if you wish to track the learning progress of different teams in a department. For instance, there may be more than one restaurant in your hotel. You can create outlets and use the names of the restaurants to name them.

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Deleting empty departments and outlets

Appendix



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Scroll down to locate the department or outlet and click the ‘X’ next to it.


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Adding a learner

Appendix


2 Click ‘Learners’ on the tool bar or the icon.


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Adding a learner

Appendix

3 Click ‘Add Learners’ next to it.

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Click on the down arrow next to ‘All Departments’ and scroll down to select the department you wish to add learners to.

Select the outlet if outlets have been set up for the department.

5 Input the first name and last name of the learner(s) and click ‘Finish’ when you’re done.

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Adding a learner

Appendix

6 Click ‘Download’ to obtain the usernames and passwords for the new learners that you have added.

7 Share the login details with the new learner(s).

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Transferring a learner

Appendix

When a learner transfers from one department or outlet to another, you would need to complete the transfer on

IHG® Frontline. You should always keep your learner list up to date to ensure your monthly reports reflect accurate

data.




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Transferring a learner

Appendix

3

Select the learner whom you wish to make the transfer for and click ‘Edit’.

4 Click ‘Move [Learner’s Name]’.

5

Select the new department/outlet from

the drop down menu and click ‘Move’.

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Removing a learner

Appendix

When a learner leaves your hotel, you would need to remove the learner from IHG® Frontline. You should always

keep your learner list up to date to ensure your monthly reports reflect accurate data.



When you have a new General Manager, you will need to remove the learner profile of your current General Manager after they have assigned their General Manager rights to the incoming General Manager. For a step-by-step guide on assigning a new General Manager, please refer to the IHG Frontline System Guide – General Manager (pages 13 and 14).


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Removing a learner

Appendix

3 Select the learner whom you wish to transfer and click ‘Edit’.

4 Scroll to the bottom of the page and click on the down arrow for ‘Student Account Status’.

5 Select ‘Disable / Hide’ from the drop down menu and click ‘Save’.

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Assigning courses to an individual

Appendix

As an IHG Frontline Lead, you’re able to assign courses on an individual, departmental or outlet basis.

Assigning a course to an individual learner can be done by taking the following steps:




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Assigning courses to an individual

Appendix

3 Select the learner whom you wish to assign courses to and click ‘Edit’.

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Select the courses that you would like to assign to the learner and click ‘Save’.

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Appendix

If you wish to assign courses to a department or outlet, you can do so by taking the following steps.


2 Click ‘Courses’ on the tool bar or the icon.


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Appendix

3

In the ‘Bulk Assign Courses’ section, select the course(s) you wish to assign to multiple learners.

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Select the department and/or outlet which you’d like to add the course to and click ‘Assign Courses’.

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Assigning admin rights

Appendix




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Assigning admin rights

Appendix

3

Navigate to the department where the learner belongs to and click ‘Select Manager’.

4

Search for the learner (if they already have an existing account) or add a new manager by selecting ‘Add new Manager’ and fill in their details in the provided fields.

5 Once you have selected the manager, click ‘Assign’.

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A pop-up screen will appear asking you to confirm the assignment. Click ‘Confirm’.

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Removing admin rights

Appendix




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Removing admin rights

Appendix

3

Navigate to the department where the learner belongs to and click ‘Un-assign’.

4 A pop-up screen will appear asking you to confirm the new assignment. Click ‘Confirm Change’.

When you un-assign a learner, you’re also removing their access to the manager portal but they can still access the learner portal.

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Resetting password for a learner

Appendix




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Resetting password for a learner

Appendix

3

Type the learner’s name in the ‘Search’ box or scroll down the list to find it and click ‘Edit’.

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When you’re in the learner’s profile page, scroll down to ‘Reset Student Password’.

3 Select ‘Yes’ from the drop down menu and click ‘Save’.

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Appendix 3 Reporting

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Types of reports

Appendix

Reports are available to managers at all levels of the organisation. These contain information which will be

valuable for comparative purposes, as well as progress data that provides insight into the month-to-month

performance of the learners in your hotel.

Managers will receive detailed monthly reports that are sent to their email addresses:

Course Progress Report This is a detailed report on the active courses in your hotel (or Department or Outlet if it is being sent to a line manager in your hotel). Data includes:

Total Learners Number ‘Not Started’ Number ‘More Than 50% Complete’ Number ‘Complete’ Completion Percentage of all Learners Percentage Change Since Last Month

Comparative Report This shows the comparative performance of the Departments and Outlets which will include:

Rank Average Score Active vs Total Learners Subjects Progressed per active Learner

Apart from these reports, you can also access real time information on www.ihgfrontline.com to understand how the learners in your hotel are performing. These include data on:

Activity Courses Subjects Assessments Medals

Data on www.ihgfrontline.com can be viewed on screen, printed, exported into a PDF or exported into Excel.


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Activity reports

Appendix

Activity reports provide you with information on:

Logins per learner: ₋ Average number of logins per learner per month ₋ The times of day in which learners most accessed IHG Frontline each month ₋ Days of the week on which the learners most accessed IHG Frontline

Tests per learner: Average number of tests taken by learners every month

Learner activity: Number of days since the learner last logged in or wrote an assessment

Average tests: Average number of tests passed per learner per month



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Activity reports

Appendix

2 Click ‘Activity’ on the tool bar or the icon.

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Remain on the ‘Logins per Learner’ tab or click on ‘Tests per Learner’, ‘Learner Activity’ or ‘Average Tests’ to access the information you’re interested in.

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Activity reports

Appendix

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Click on the down arrow next to ‘Display’ to change the number of records to your desired number of records to be displayed per page.

The number of records displayed is defaulted to 10. If you would like to display information on all learners in your hotel, make sure you change the number to ‘All’ when you view, print or export the reports.

4 Click the arrows next to each column to filter the data.

You can type the name of the learner (in the ‘Search’ box) or select a specific month from the dropdown list to narrow your search.

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Activity reports

Appendix

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Click: ‘Print’ to print a hard copy of

the report OR ‘PDF Export’ to create a PDF

version of the report OR ‘Excel Export’ to export the

data to an Excel spreadsheet

The Hourly Login Activity and Daily Login Activity tables are shown below each of the Activity Reports. You can specify the month and print or download the graph.

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Course reports

Appendix

Course reports provide you with information on:

Establishment/Department Course Summary: Course assessment scores for each learner for a particular course in your hotel (or department if report is generated by a Department Head)

Course Progress: The progress that your learners are making in their assigned courses

Department Averages Per Course: Average marks achieved for all assessments in a particular course


2 Click the ‘Courses’ on the tool bar or the icon.


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Course reports

Appendix

3

Click ‘Establishment Course Summary’, ‘Course Progress’ or ‘Department Averages Per Course’ to access the information you’re interested in.

Establishment Course Summary

4a

Click on the down arrow to select the course then click ‘Generate Report’.

5a

Open the Excel spreadsheet and save it for future reference, if needed.

Sample Report

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Course reports

Appendix

Course Progress

4b

Click on the down arrow next to ‘Display’ to change the number of records to be displayed per page.


5b Click the arrows next to each column to filter the data.

You can type the name of the learner (in the ‘Search’ box) or select a specific month from the dropdown list to narrow your search.

6b





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Course reports

Appendix

Department averages per course

4c



5c Click the arrows next to each column to filter the data.

You can type the name of the learner, department or course (in the ‘Search’ box) to narrow your search.

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Subject reports

Appendix

Subject reports provide you with information on:

Average scores: Average scores per test taken

Learner performance per subject: Average marks achieved for all assessments in a particular course

Highest or lowest scoring: Subjects in which learners have performed best/worst in each month


2 Click ‘Subjects’ on the tool bar or the icon.


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Subject reports

Appendix

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Remain on the ‘Average Scores’ tab or click the ‘Learner Performance Per Subject’, ‘Highest Scoring‘ or ‘Lowest Scoring’ tab to access the information you’re interested in.

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Subject reports

Appendix

5 Click the arrows next to each column to filter the data.


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Assessment reports

Appendix

Assessment reports provide you with information on:

Completed theory: List of learners who have completed online theory courses and their date of completion

Completed practicals: List of learners who have completed practical assessments, their average score and their month of completion


2 Click the ‘All Assessments’ icon.


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Assessment reports

Appendix

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Remain on the ‘Completed Theory‘ tab or click ‘Completed Practicals’ to access the information you’re interested in.

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Click the arrows next to each column to filter the data, if required.


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Assessment reports

Appendix

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version of the report

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Medals report

Learners in your hotel have a chance to receive one of these medals on IHG Frontline when they complete an assessment.

Medals report will show you the number of medals the learners in your hotel have been awarded during

the month.


Awarded to all learners who receive a score of 100% for a subject (which includes both online and practical assessments) on their first or second attempt.

Lobster medal

Awarded to all learners who receive a score of 100% on their first attempt at an assessment. When this is achieved, they will also receive a Lobster medal.

Gold medal

Given to all learners who achieve between 90% and 99% for an assessment.

Silver medal

Given to all learners who achieve anywhere between 80% and 89% the first time they attempt an assessment.

Bronze medal


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Medals report

2 Click the ‘Medals’ icon.

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Medals report

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Click on the down arrow next to ‘Select Month’ to filter the information further.

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When the data is filtered, you will be able to view details on:

Number of medals per department

Percentage of medals per department

Number of medals per learner

Percentage of medals per learner

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Sample Report

Updated November 2015

Documents

IHG® Frontline System Guide - Constant Contactfiles.constantcontact.com/5d7b72bf301/645f1ccd-9dfa-4f2d-b276-a... · Adding a learner 13 ... German, Indonesian, Italian, Japanese,