Technical Writing for ITC Hotels & Wills Lifestyle Loyalty Program

Integrating Hospitality & Retail Loyalty Programs for Seamless Customer Experience

Client: ITC | Industry: Hospitality | Implementation: eLearning

The Business Problem

ITC Hotels and Wills Lifestyle had two separate, highly successful loyalty programs. ITC aimed to integrate both across all hotels and retail clothing brands using the Siebel platform. Strong technical writing skills were essential for creating Standard Operating Procedures (SOPs) for the new integrated program.

  • Integration required before strict audit deadlines (3 weeks).
  • Nationwide re-launch within 2 months.
  • Any errors could negatively impact customer experience.

Solution / Intervention

  • Documented 12 main processes and ~70 sub-processes with input from over 12 SMEs.
  • 40% of SOPs detailed to screen-wise, keystroke-level precision.
  • Collaborated with leaders from both retail clothing and hotels divisions.
  • Project completed ahead of deadline to meet audit requirements.
  • SOPs used for employee training at stores and POS systems.
  • Provided a detailed report on potential process improvements along with SOPs.