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.
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. Contents 1 Getting started 3 Reporting 2 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 Subject reports 40 Ongoing Support Assessment reports 43 Adding new departments and outlets 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 22 Assigning admin rights 24 Removing admin rights 26 Resetting password for a learner 28 9 Medals reports 46 2 2
1 Getting started 3 3
Logging in to IHG Frontline 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. 2 Use the username and password provided in your email to log in. 3 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 4
Setting up the system 1 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. 2 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. 5
Setting up the system 3 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. 6
Minimum system requirements To ensure the learners in your hotel have a good user experience, you should check that the minimum system requirements are met. Hardware 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 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 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, JavaScript and bandwidth 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. 7
2 Ongoing support 8
Adding new departments and outlets 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. 9
Adding new departments and outlets 3 Click Add department. 4 Select the department that needs to be added from the drop down menu and click Add Department. 10
Adding new departments and outlets 5 Click Select Manager. 6 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. 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. 8 Input the name of your outlet and click Add outlet. 9 Input the name of your outlet manager by repeating steps 5 and 6. 11
Deleting empty departments and outlets 1 Click Admin once you ve logged onto www.ihgfrontline.com 2 Click Edit Establishment. 3 Scroll down to locate the department or outlet and click the X next to it. 12
Adding a learner 1 Click Admin once you ve logged onto www.ihgfrontline.com 2 Click Learners on the tool bar or the icon. 13
Adding a learner 3 Click Add Learners next to it. 4 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. 14
Adding a learner 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). 15
Transferring a learner 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. 1 Click Admin once you ve logged onto www.ihgfrontline.com 2 Click Learners on the tool bar or the icon. 16
Transferring a learner 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. 17
Removing a learner 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). 1 Click Admin once you ve logged onto www.ihgfrontline.com 2 Click Learners on the tool bar or the icon. 18
Removing a learner 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. 19
Assigning courses to an individual 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: 1 Click Admin once you ve logged onto www.ihgfrontline.com 2 Click Learners on the tool bar or the icon. 20
Assigning courses to an individual 3 Select the learner whom you wish to assign courses to and click Edit. 4 Select the courses that you would like to assign to the learner and click Save. 21
Assigning courses to multiple learners If you wish to assign courses to a department or outlet, you can do so by taking the following steps. 1 Click Admin once you ve logged onto www.ihgfrontline.com 2 Click Courses on the tool bar or the icon. 22
Assigning courses to multiple learners 3 In the Bulk Assign Courses section, select the course(s) you wish to assign to multiple learners. 4 Select the department and/or outlet which you d like to add the course to and click Assign Courses. 23
Assigning admin rights 1 Click Admin once you ve logged onto www.ihgfrontline.com 2 Click Edit Establishment. 24
Assigning admin rights 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. 6 A pop-up screen will appear asking you to confirm the assignment. Click Confirm. 25
Removing admin rights 1 Click Admin once you ve logged onto www.ihgfrontline.com 2 Click Edit Establishment. 26
Removing admin rights 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. 27
Resetting password for a learner 1 Click Admin once you ve logged onto www.ihgfrontline.com 2 Click Learners on the tool bar or the icon. 28
Resetting password for a learner 3 Type the learner s name in the Search box or scroll down the list to find it and click Edit. 3 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. 29
3 Reporting 30
Types of reports 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. 31
Activity reports 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 1 Click Admin once you ve logged onto www.ihgfrontline.com 32
Activity reports 2 Click Activity on the tool bar or the icon. 3 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. 33
Activity reports 3 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. 34
Activity reports 5 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. 35
Course reports 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 1 Click Admin once you ve logged onto www.ihgfrontline.com 2 Click the Courses on the tool bar or the icon. 36
Course reports 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 select the course then click Generate Report. to 5a Open the Excel spreadsheet and save it for future reference, if needed. Sample Report 37
Course reports Course Progress 4b Click on the down arrow next to Display to change the 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. 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 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 38
Course reports Department averages per course 4c Click on the down arrow next to Display to change the 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. 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. 6c 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 39
Subject reports 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 1 Click Admin once you ve logged onto www.ihgfrontline.com 2 Click Subjects on the tool bar or the icon. 40
Subject reports 3 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. 4 Click on the down arrow next to Display to change the 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. 41
Subject reports 5 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. 6 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 42
Assessment reports 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 1 Click Admin once you ve logged onto www.ihgfrontline.com 2 Click the All Assessments icon. 43
Assessment reports 3 Remain on the Completed Theory tab or click Completed Practicals to access the information you re interested in. 4 Click on the down arrow next to Display to change the 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. 5 Click the arrows next to each column to filter the data, if required. You can type the name of the learner, department or course (in the Search box) to narrow your search. 44
Assessment reports 6 Click: Print to print a hard copy of the report OR PDF Export to create a PDF version of the report 45
Medals report Learners in your hotel have a chance to receive one of these medals on IHG Frontline when they complete an assessment. Lobster medal Gold medal Silver medal Bronze medal 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. 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. Given to all learners who achieve between 90% and 99% for an assessment. Given to all learners who achieve anywhere between 80% and 89% the first time they attempt an assessment. Medals report will show you the number of medals the learners in your hotel have been awarded during the month. 1 Click Admin once you ve logged onto www.ihgfrontline.com 46
Medals report 2 Click the Medals icon. 3 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 47
Medals report 4 Click on the down arrow Select Month to filter the information further. next to 5 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 Sample Report 6 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 48
Updated November 2015