Is a Crowne Plaza licensee required to ensure their staff participates in IHG Concerto training?
Crowne_Plaza Franchise · 2025 FDDAnswer from 2025 FDD Document
Licensee shall cause the staff who will use IHG Concerto to participate in and comply with the training.
Instructor-led training (onsite or remote) is conducted prior to operations of IHG Concerto.
As new releases are available IHG will provide self-paced training to Hotel.
Licensee's hotel staff is required to attend and to demonstrate proficiency with IHG Concerto.
Licensee will provide adequate space for training during normal business hours.
Source: Item 23 — Receipts (FDD pages 100–424)
What This Means (2025 FDD)
According to the 2025 Crowne Plaza Franchise Disclosure Document, a licensee is required to ensure that staff who will use IHG Concerto participate in the provided training. IHG or a service provider will provide training services for the licensee's employees in the use of IHG Concerto both at the time of implementation and when new releases are available. This training may be instructor-led, either onsite or remote, and is conducted before IHG Concerto operations begin.
IHG will provide self-paced training to the hotel as new releases become available. The Crowne Plaza hotel staff is required to attend the training and demonstrate proficiency with IHG Concerto. The licensee must also provide adequate space for training during normal business hours.
This requirement ensures that all staff members using the IHG Concerto system are properly trained and proficient, which helps maintain consistent service and operational standards across all Crowne Plaza locations. The licensee's responsibility to provide adequate training space further emphasizes the importance of this training to the franchisor.