## QUESTIONS CATEGORY ANSWERS

iAuditor is an interactive and intuitive application available on all devices

(desktop, smartphone, and tablet). This self-assessment app allows each team
member of the hotel to easily self-assess the different touchpoints of the guest
1 What is iAuditor? TOOL
journey (check-in, public areas, room etc.). It will also give you the
opportunity to better understand the brand’s key elements. iAuditor is
managed by an external supplier called SafetyCulture.

2 Who should use the app? TOOL
How to install the app on your mobile
3 TOOL
device?
Is the iAuditor app also available for
4 TOOL
Desktop users?
The iAuditor app is available for each team member of the hotel.
To install iAuditor on your mobile device, please go to the app store from your
mobile device and search for iAuditor or directly via the AccorHotels Appy
Store.
Yes, you can access all your iAuditor data and conduct assessments through the
SafetyCulture Web Platform: https://app.safetyculture.io/login.html

iAuditor is available for download on Windows 10 devices, Android devices and

5 Is the app compatible on all smart devices? TOOL
iOS devices as long as they have an up-to-date Operating System.

What type of device do you recommend

6 LOGIN There is no preference, whichever you prefer to use.
iOS or Android?
The App is available to download now. Templates have been shared to your
7 When is the app available? TOOL account and will be visbile when you log in with the credentials sent to you bu
your Guest Experience Leader.
Your Guest Experience Leader will provide support materials (video, poster,
8 Which support materials are available? SUPPORT PowerPoint presentation) and all necessary information to connect to the
iAuditor app to access the NEW Brand Essentials

MIDSCALE HOTELS: What are my login
9 LOGIN
codes?
The default log-in details are as follows:
- Username: the GM’s email address (e.g. H1234-GM@accor.com)
- Password: the Hotel ID followed by @NOV or @MER (e.g. H1234@NOV or
H1234@MER)
Please remember to change your password upon successful log-in.

The default log-in details are as follows:

- Username: the GM’s email address (e.g. H1234-GM@accor.com)
10 IBIS HOTELS: What are my login codes? LOGIN
- Password: the Hotel ID followed by @IBIS (e.g. H1234@IBIS)

No - For reporting purposes the User Name of your account must remain as the
11 Can I change my User Name? LOGIN
Hotel Name.
To reset your password, go to the login page on iAuditor, the web app, and
click on “Forgot your password?”.
Type in the email address that is registered as your SafetyCulture account, and
12 How to reset my password? LOGIN click “Reset password.”
You will be taken back to the iAuditor web page where you will be prompted to
enter in a new password. Once you have entered in a new password, click on
“Reset password.”
Each hotel currently has one account that is entitled to use 5 devices. Each
ECONOMY & MIDSCALE HOTELS: How many
13 LOGIN user must conduct their own assessment so as not to conflict with any other
users are allowed per property?
users working on the same account.
Initial roll out for all LUXE brands was 5 users. Additional users request can be
LUXE HOTELS: How many users are allowed
14 LOGIN made by completing User Request Form shared and forwarding to the LUXE
per property?
team. Each user is required to have a unique email address.

15 Does the 5 devices include desktop usage? LOGIN CODES No it does not, 5 devices in addition to the website.

Log in to the iAuditor, the web app, and click on the Account Initials in the left
side bar. Click on the “Devices” tab in the top menu. All of the devices that
16 How to delete a device? ACCOUNT
are currently registered against your account will be listed. To deregister a
device, click on the red “Remove Device” button next to it.

17 How to change the language of the app?
18 Does the app facilitate other languages?
19 What are BASIC Essentials?
20 What are CORE Essentials?
How many assessments should we conduct?
21 Is there a % of rooms that have to be
audited per year?
Can we leave a touchpoint any time and
22 then come back later on or you need to
complete it all at once?
The language can be changed in iAuditor’s Settings Menu on your mobile
ACCOUNT device. In order for language changes to take effect, force close and restart
iAuditor
Yes, iAuditor is available in Catalan, Korean, Spanish, German, French, Italian,
Dutch, Portuguese, Chinese Simplified, Norwegian, Russian & Turkish with
TOOL more to come. Please contact your local Guest Experience Leader for more
information about the shared templates.
The BASIC Essentials are guest’s general expectations of the hospitality
industry like: cleanliness or the condition of the equipment. These Essentials
ESSENTIALS
will not necessarily create satisfaction and engagement but will lead to
dissatisfaction and disengagement if not met.
The CORE Essentials: these are the specific brand markers. It also includes
ESSENTIALS AccorHotels markers such as Le Club Accorhotels or Planet21 and items related
to each segment. Furthermore, they will create brand differentiation.
HOTEL LEVEL:
It is recommended to assess the BRAND CORE ESSENTIALS every year (as a
minimum). The BASIC essentials (or a specific touchpoint) should be assessed
on curative purposes based upon the VOG feedback.
ASSESSMENT
VPO’s/DOP’s/CLUSTER GM’s:
Identify the priority hotels, focus on the top 3 areas of dissatisfaction
according to the Performance tile on VOG
You can leave any section at any time and come back to your Assessment.
ASSESSMENT Simply click the 'Done' button in the top right hand corner. Please make sure to
always complete the Title page.
 Yes, you can print and share your findings. Click on Audits - Export Audit from
Can we print and share the conducted
23 EXPORT either iAuditor on your mobile device or the iAuditor Web Platform on your
assessments?
computer.
On iAuditor App - Launch iAuditor and tap on the "Audit" library. Tap on the
Audit you would like to export. A Details panel will open.
24 How to export an Assessment? EXPORT
On iAuditor Web Platform - Tick the checkbox next to the Audit you would like
to export and click 'Export'.
Each hotel has one account that is entitled to use 5 devices. Each user must
Can each user conduct their own
25 ASSESSMENT conduct their own assessment so as not to conflict with any other users
assessment?
working on the same account.
Can I still access the ibis Family Essential No the ibis Family Essential Platform is now closed. Please access iAuditor for
26 OTHER BRANDS
Platform? the Self-Assessments.
Your Failed Responses are automatically created when you conduct the Audit.
Are we able to modify the Failed The 'No' response is indicated as a Failed Response. The Failed Responses
27 FAILED ITEMS
Responses? cannot be corrected but you can see the improvements made during the
evolution of the self assessments.
Yes, you first need to archive your assessment and afterwards you can delete
28 Can we delete a conducted assessment? ASSESSMENT your audit. Deleted items cannot be recovered so we recommend just leaving
it in the archive
What is the time frame this audit needs to
29 ASSESSMENT To your best intentions.
be performed?
Can we see the conducted assessments of You can only see your own assessments. Guest Experience Leaders will be
30 REPORT
other hotels? available to view multiple hotels in the region.
When entering comments can we use our You can enter any language that you like into the comment field when
31 ASSESSMENT
local language? conducting your self-assessment.
You can track the trends over time in the Analytics. The Failed Responses
32 Are we able to track any trends? TRENDS cannot be corrected but you can see the improvements made during the
evolution of the self assessments.
 Yes, at the start of each section (touchpoint) you will be prompted to select
Can we only assess the CORE items or a
33 ASSESSMENT which Brand Essentials you would like to assess (CORE or BASIC). You can chose
specific touchpoint?
one of the Essentials or both.
The Assessment is automatically synced to the SafetyCulture cloud when you
34 Are the assessments automatically saved? ASSESSMENT synchronise your device. You can also send the completed report by email if
required.
Are the Brand Essentials also available for
35 TEMPLATES No, the Templates are internal to the AccorHotels internal users.
external users?
Will the checklist also be used for the Please contact your local Guest Experience Leader to get more information
36 MYSTERY AUDITS
mystery audits? about the mystery audits.
Please contact your local Guest Experience Leader or Noortje Groothuizen
No templates are available within my (noortje.groothuizen@accor.com) for the ECONOMY & MIDSCALE brands or
37 LOGIN
account. Auriane Galzin, Auriane.Galzin@accor.com for the LUXE brands who can share
the Template(s) with your hotel accordingly.
No, the assessment can't be conducted via Excel. The Assessment is conducted
38 Can I conduct an assessment via Excel? ASSESSMENT within the iAuditor App. You can export the Audit to PDF, Word & Excel
afterwards if you'd like.
Every hotel will have access as well as Guest Experience Managers & other
39 Who has access to the iAuditor app? ASSESSMENT AccorHotels Administrative Users. Permissions will vary dependent on the role
of the user.

You can contact the SafetyCulture support team within the iAuditor App by
navigating to the main menu and tapping 'chat with us'. We do have some
If I do encounter any issues who should I multilingual Support Staff who can answer your queries in different languages
40 SUPPORT
contact? and are expanding the languages on the Global Support Team.
You can also email support@safetyculture.com or call +61 7 4008 8208

Can we use this app on daily basis for room
41
checks for example?
42 How many touchpoints are available?
Can we assess just one touchpoint without
43 completing the whole assessment? i.e
room only?
44 How to use the Action feature?
45 How to mark the audit as complete?
Is it compulsory to answer to every
46
questions in order to export a report?
Yes, you can use the app on a daily, weekly, monthly basis. The BASIC
essentials (or a specific touchpoint) should be assessed on curative purposes
ASSESSMENT based upon the VOG feedback.
A dedicated Room Checklist has now been created and shared to your account
for 2018.
This varies per brand. Please tap on the touchpoint when you start an Audit to
TOUCHPOINTS
see the touchpoints that are available on your Template.
You can leave any section at any time and come back to your Audit. Simply
click the 'Done' button in the top right hand corner. Please make sure to always
ASSESSMENT
complete the Title page. A dedicated Room Checklist has now been created
and shared to your account for 2018.
When a non-compliance is selected, the submenu will appear with the option
to add an action. Alternatively, tap on the paperclip
ACTION
Create an action. You have the option to assign the action to a user within your
iAuditor Organisation but also non iAuditor users by entering their email
address. Set a priority and due date. The assignee will receive a notification.
How to Complete an assessment
Tap “Templates” in the main menu.
Tap “Start Audit” on the desired template.
ASSESSMENT
Answer the items required in auditing mode. Some items may be mandatory.
At the end of the check-out touchpoint, tap the “Mark As Complete” button.
The completed audit will now be available to view in “Audits” view in the main
menu.
No, you can complete as many items as necessary. Please make sure to always
REPORT
complete the Title page.
 No, the iAuditor app allows each team member to better understand the
brand’s key elements
and to conduct a self assessment focusing on one or several touch points at any
47 Is there a minimum score? SCORE
time in order to maximize the brand preference and guest satisfaction, which
is measured by the Reputation Performance Score.

When you click on the Analytics module on the SafetyCulture weblink (only
accessible via your PC) you will see an overview page which will show you your
assessments at a glance. On the left hand side of the page are your filters
where you can search by different date ranges, Templates, Responses, Authors
Could you please explain the analytics
48 ANALYTICS and more. On the Overview page you will see the Audits Conducted, average
module?
score, the most Frequently Failed Items and Audits with the most Failed
Responses. Cick on the Failed Items to see a more detailed view of which Audit
failed on this item. Any media added to the response can be viewed here and
you can also export the full assessment if required.

To drill deeper into the Failed Responses you can click on the Audits tab and
then 'Failed Items' to see how many times Items have failed on which
assessments. The graph at the top of the page will provide an trend of how the
Failed Items have changed over time. To see the evolution of assessments over
49 What are the Failed Responses? ANALYTICS time, click on the 'Performance' tab to see how your assessments are
performing based on scoring. All data on both of these pages can be exported
to CSV format for any further analysis. If you would like to view all the data
from the translated Templates then export the Audit data in CSV format and
then filter using the Essential number within the CSV export.
No, wherever you feel it necessary to include a picture or multiple pictures.
50 Is it mandatory to take pictures? PICTURES We would encourage Hotels to take as many pictures as possible, especially for
Essentials that aren't met.
Anybody in the AccorHotels Organisation and external users by typing in an
51 Who can be assigned an action? ACTIONS
external email address.
 Must the assignee have to have an IAuditor
52
Account?
53 Are you able to download the Action list?
What happens when assigned actions are
54
completed?
55 Will the app work offline?
For above property users, how can you
56 easily locate a specific assessment amongABOVE PROPERTY USERS
all assessments performed?
Can multiple users work on the same
57
assessment together?
What is the difference between archive
58
and delete Assessments?
Can you go back in and continue working
59
on an assessment if you've exited?
60 Are you able to change or edit templates?
How can you forward and export only the
61 completed sections of an audit vs entire
audit with blank sections?
No but users who don't have an iAuditor account can progress the Action (Mark
ACTIONS
as in Progress, Completed etc).
Yes the Actions appear at the top of each Audit. Actions can also be exported
ACTIONS
from the iAuditor Web Platform.
Actions will be marked as 'Done' and assignee notified if they have an iAuditor
ACTIONS
account.
Yes, iAuditor can be used offline and will synchronize with the cloud when the
ACCOUNT
device has Internet access.
In the Audit List on the Web Platform use the filter button to filter by
Template, Date or Group.
Yes but we would recommend that users work on their own assessments so as
ACCOUNT
not to accidentally overwrite other users work and cause sync conflicts.
Archiving an assessment stores the Audit in an Archive (Recycle Bin) which can
ASSESSMENT be restored at any time. Deleting an assessment permanently removes the
Audit from your account and is not retrievable.
Yes, simply tap the pen icon next to the Audit you want to continue working on
ASSESSMENT
or tap on the Audit and tap 'Edit'.
TEMPLATES No changes can be made.
Use the AccorHotels profile to ignore blank section when exporting your Audit.
EXPORT Use iAuditor default profile when exporting to include all blank sections too.
 On iOS device:
Tap on the main menu 'User Icon' in the top left hand corner
Tap 'Sync' in the top right hand corner
62 How can I sync my device? ACCOUNT
On Android device:
Tap on the main menu '3 horizontal lines' in the top left hand corner
Tap 'Sync'
Within the iAuditor App on iOS devices, tap on the main menu 'User Icon' in the
top left hand corner and tap 'Chat with Us'.
How can I contact the iAuditor Support Within the iAuditor App on Android devices, tap on the main menu '3 horizontal
63 SUPPORT
Team? lines', tap 'Settings', 'Support' and 'Live Chat'.
Within the iAuditor Web Platform, tap the blue chat box in the bottom right
hand corner
Why can't I mark my Assessment as There will be mandatory items that are unanswered in the Assessment, marked
64 ASSESSMENT
complete? with a red line on the left hand side of the essential.

Why does my Assessment still say It has not yet been marked as complete. Navigate to the last touchpoint 'Check
65 ASSESSMENT
'incomplete'? Out' and tap 'Mark as Complete'.
iAuditor is taking up too much space on my Open the Settings from the main menu and you have 2 options:
66 mobile device. How can I free up some ACCOUNT 1. Reduce the 'Audit Sync Limit' to a smaller time frame E.g. 2 Weeks
space? 2. Turn off 'Store Audits on device' option