Manual Updated On : Nov 2014
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.
(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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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:
2Entitling
x COMPLIMENTARY
the bearer to 2 standardCOCKTAILS:
cocktails/drinks at any restaurant and bar
Entitling
bearer
2 standard
cocktails/drinks at any restaurant and bar
(excludingthe
happy
hour to
& non
transferable)
(excluding happy hour & non transferable)
BUFFET LUNCH
FOR 2: LUNCH FOR 2:
11 xxCOMPLIMENTARY
COMPLIMENTARY
BUFFET
Enjoy
free buffet lunch
2 at
On On
thethe
Mile.
days
a week.
Reservations
Enjoy complimentary
lunch for
buffet
forBistro
2 at Bistro
Mile.(Valid
(Valid 77days
a week.
Reservations
from
from
to are
Sunday
subjectreservation
to advance
reservationWalk-in
and availability.
Walk-in
FridayFriday
to Sunday
subjectare
to advance
and availability.
or unbooked guests
mayor
be
denied
voucher
privilege.)
unbooked guests may be denied voucher privilege.)
11 xxCOMPLIMENTARY
COMPLIMENTARY
BUFFET
BUFFET DINNER
FOR 2:DINNER FOR 2:
Enjoy free buffet dinner for 2 at Bistro On the Mile. (Valid 7 days a week. Reservations
Enjoy complimentary dinner buffet for 2 at Bistro On the Mile. (Valid 7 days a week. Reservations from
from
Friday to Sunday are subject to advance reservation and availability. Walk-in or
Friday to Sunday are subject to advance reservation and availability. Walk-in or unbooked guests may be
unbooked guests may be denied voucher privilege.)
denied voucher privilege.)
1 x COMPLIMENTARY BOTTLE OF WINE WHEN DINNING-TIER 3:
1 x COMPLIMENTARY
OF WINE WHEN
DINNING-TIER
3:
Entitling
the bearer BOTTLE
to complimentary
bottle
of wine when
dinning in a minimum party of
two
in any
the HOTEL's
restaurants.
Entitling
the of
bearer
to complimentary
bottle of wine when dining in a minimum party of two in any of the
restaurants.
1HOTEL's
x FOOD
& BEVERAGE CERTIFICATE VALID FOR HK$250:
Entitling
bearer CERTIFICATE
to HK$250
reduction
on Food & Beverage when dining. F&B
1 x FOOD &the
BEVERAGE
VALID
FOR HK$250:
Certificate deduction before FCC membership discount. Minimum 2 persons dinning.
the bearer to HK$250 reduction on Food & Beverage when dining. Cash value will be deducted
2Entitling
x SPECIAL
OCCASION CERTIFICATE:
before FCC membership discount. Minimum 2 persons dining.
Entitling the member to enjoy 40% off the Food & Beverage bill when dining. Valid for 2
2 x SPECIAL
OCCASION CERTIFICATE:
-12
people.(Non-transferable)
2 x 30% OFF FOOD & BEVERAGE:
Entitling the member to enjoy 40% off the Food & Beverage bill when dining, valid for 2 -12 people.(Non-
Entitling the bearer to enjoy 30% off the Food & Beverage bill when dining. Valid for 2transferable)
12 people. (Same terms and conditions as card dining benefit)
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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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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1
CXN Staff
Warm’s Call
6
Get Referrals from
Member
7
Program Admin Enter
Data to Marcom
2
Maintain’s Long Term
Relationship with
Member
5
3
Make New Sales
($2,088: 12 months) OR
Make Renewal Sales
($1,988: 12 months)
4
Purchase Confirmation Including full terms &
conditions (Member will
receive welcome email)
Charge the
Membership Fees
8
9
Program Admin Arrange
the Temp Card to
Member if necessary
11
Welcome Call Confirming Member
Satisfaction
Program Admin Issue the
Membership Card &
Package to Member
within 14 days
10
Member Enjoys the
Privilege Promotions
at Hotel
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1
2
• Charge the Membership
Fees
• Program Admin Enter the Total No.
of Sales & Amount (Daily)
4
3
•Program Admin Check & Send
Daily Sales/Revenue Report &
POS Machine Receipt to Hotel
(Daily)
• Program Admin Settle POS
Machine (Daily)
5
6
• Hotel Check the Total No. of
Sales & Merchant Fees
(Daily)
• CXN Finance Manager Send
Weekly Report to Hotel
7
• Hotel Issue Cheque to CXN
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CXN grants
membership card
and coupons to
member.
CXN delivers
report to hotel
every month.
Member presents
membership card /
coupon at
restaurants.
Hotel’s point-of-sale
system automatically
matches membership
account, applies
discount on bill and
records all
transactions.
The transaction
exporting file is
generated on a
monthly basis.
Insight 360 report
is generated for
analysis
Data file is
imported into
Marcom for
customer
intelligence
analysis.
Hotel confirms
integrity of
exporting data file
then email to CXN.
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 Sale
Connxion'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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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.
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2 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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1 x FOOD & BEVERAGE CERTIFICATE VALID FOR HK$250
2 x SPECIAL OCCASION CERTIFICATE
2 x 30% OFF FOOD & BEVERAGE
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Please contact us directly if you have any questions.
Tel:
Fax:
Email:
Website:
+852 2116 3296
+852 2116 5383
memser@firstchoiceclub.com.hk
http://firstchoiceclub.com.hk
Jason White
• General Manager
• +852 5132 6698
• jason.white@connxionrewards.com
Jackson Cheng
• Executive Assistant Manager
• +852 5178 0828
• jackson.cheng@connxionrewards.co
m
Annie Fung
• Head of Business Support
• +852 3154 9435
• annie.fung@connxionrewards.com
Eddie Chan
• Technology & Solutions Manager
• +852 3104 2866
• eddie.chan@connxionrewards.com
Tel: (+852) 3154 9435
Email: info@connxionrewards.com
Website: www.connxionrewards.com
Address:
Rm A, 15/F, Kyoto Plaza,
491-499 Lockhart Road, Causeway Bay,
Hong Kong
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