Running a loyalty programme

How it works

Each guest has one membership with a points ledger that cannot be edited, only added to. Points are earned once per stay at check-out on the spend types you choose (room, food, beverage, spa and so on), net of discounts, multiplied by the tier multiplier.

Tiers are earned on points or nights in the last 12 months, and reviewed after every change and every night. Balances expire after the inactivity period you set.

Set it up

1. Open Setup > Settings > Loyalty programme and set the programme name, earning rate, spend types and the inactivity period.
2. Open Guests & sales > Loyalty and set your tiers, for example four tiers with rising multipliers and perks.

At the desk

1. Enrol a guest from their profile or the booking.
2. On check-out, points are added automatically.
3. To redeem, open the booking and redeem points. A credit is posted to the booking's folio.

Reversing or cancelling the booking gives the points back.

Watch the liability

The loyalty overview shows members, points issued and redeemed, and the outstanding liability. The Loyalty points & liability report has the detail.

Tips

• Make perks things the property controls: late check-out, a room upgrade when available, a welcome drink.
• Mention the programme in the post-stay message.

Common mistakes

• Earning on every spend type. Start with room revenue only and widen later.
• No expiry. Points without expiry become a growing liability.