Rewards / Loyalty Platform - Complete Process

Rewards / Loyalty Platform - Complete Process

Topic Covered: 


Loyalty platform to reward guests for night stays, activity participation and/or store purchases throughout your resort.


Idea
Process Overview:
GUEST EXPERIENCE:
Guests / Users can see at all times their point totals, point history, and how to earn and redeem points.

STAFF EXPERIENCE:
Staff can scan Guest Phones to award or redeem points.
QR codes can be scanned to award points. QR templates allow for a quick scan rather than entering the points manually.

Steps to follow:
Staff must log in to the app 
Click the upper left hand corner of the app
Click "Log In" and follow the prompts
Click on appropriate "Rewards" buttons - Store Scan, Reservations Scan etc.


Step 1 : Add "Rewards" Category to Homescreen (Guest View)

  1. Homescreen - Click "Add Item"
  2. Click Rewards as the Type
  3. Enter Title
  4. Choose Icon
  5. Optional Fields -
    1. Customize the icon color - Click on the checkbox - Choose Icon and Background colors
    2. Override Icon Set - Click on the checkbox - Click into the "Select Icon Style" box - Choose the preferred Icon style
    3. Restricted Item - Click on the checkbox - Click "Select User Groups(s) to receive access (Ability to make sections visible to specific groups only (ie. staff, seasonals, etc) 
  1. Click Submit
    Notes
    If scanning a guests phone to award them points, then choose the appropriate categories that you are scanning for
    1. Scanning for night's stays - Choose Reservations Scan
    2. Scanning for Store Purchases - Choose Store Purchase Scan
    3. Scanning for Activity Participation - See Activity Participation section
Notes
Please Note: Repeat as necessary if awarding points in multiple areas
.

STEP 3 :Opportunity to design the rewards program specific to your property
GUEST VIEW: Click the newly created "Rewards" Category
Create the Rewards Section. Next Step Buttons
Click : Rewards Config:
Description (Required): Description that the user sees that describes the overall program, upcoming promotions and current ways to accrue points.



SCANNING BAR:

Allows the Admin / Staff to either enter points manually or scan a QR code for quick entry.

Rewards Program Set Up

CREDITING POINTS VIA SCANNING:  Ability to scan a guests phone and enter the amount of points to be credited to their account.

STORE PURCHASES : Ability to award points for camp/resort store purchases 

• Check "Allow Item Scan" : Staff member can scan QR Code at time of purchase to enter the amount of purchase.
Info
If clicking "Allow Item to Scan - The "Auto Item Scan" option will appear
• Auto Item Scan: When checked, a staff phone will be automatically prompted to scan QR code for amount spent

RESERVATIONS : Ability to award points for night's stays.
• Click "Allow Item Scan" : Staff member can scan QR Code at time of purchase to enter costs
Info
If clicking "Allow Item to Scan - The "Auto Item Scan" option will appear
• Auto Item Scan: When checked, a staff phone will be automatically prompted to scan QR code for amount spent

DEBITING POINTS VIA SCANNING:

REDEMPTION SCAN : Ability to scan a guests phone and enter the amount of points to be debited from their account.
• Click "Allow Item Scan" : Staff member can scan QR Code at time of purchase to enter costs
Info
If clicking "Allow Item to Scan - The "Auto Item Scan" option will appear
• Auto Item Scan: When checked, a staff phone will be automatically prompted to scan QR code for amount spent

Warning
Summary:
If you don't click the "Allow Item to Scan" option, each amount must be entered manually - No scanning.
If you check the boxes, Staff can either scan for a quick entry of points or enter the amounts manually.

Use Case: If awarding reward points for 1, 2 or 3 night's stay, Staff can scan the appropriate QR code to award the guest points per their length of stay. 
Process: Staff would scan the Guest's QR code and then are prompted to either scan the associated QR code for the length of stay or enter the amount manually.

EVENTS BAR:

ACTIVITY PARTICIPATION : Assign number of points for all activities (Amounts can be over-ridden on an individual activity level).



Default FREE Event Points - Enter the number of points per free activity

Default COST Event Points - Ability to give a higher number of points for activities that have a cost

Scan Availability Prior to Event - Determine the amount of time that the Staff can start scanning prior to the Activity starting.

Notes

Use Case: The scan button appears within the time frame designated above.  Puts tighter control so that guests are not scanned during other times.

The Staff phone will show a "Scan" button on the specific activity in the "Events Calendar" as of the specified time prior to the event.

Click Submit


STEP 4: Enter the Opportunities for Guests/ Users to EARN points

  1. Click the "Rewards" Button on the Homescreen (Guest View)
  2. Click the "Earn" Button
  3. Click "Add Item"


  1. Enter Title
  2. Enter Description
  3. Enter the Number of Points to be awarded
  4. Reward Type: Choose "Store Purchase" or "Reservation"
  5. Click Submit
Repeat Steps Above as necessary

STEP 5: Enter the Opportunities for Guests/ Users to REDEEM points

  1. Click the "Rewards" Button on the Homescreen 
  2. Click the "Redeem" Button
  3. Click "Add Item"


  1. Enter Title
  2. Enter Description
  3. Enter the Number of Points to be Redeemed for each Type
  4. Reward Type: Choose "Store Purchase" or "Reservation"
  5. Click Submit
Repeat Steps Above as necessary

STEP 6 : REWARD USERS
Notes
Opportunity to award Guests / Users ad hoc points.
To search for a Guest:
  1. All names listed are Guests / Users that are logged into the app.
  2. Search or scroll to find guest name.
  3. Existing Account:
  4. Click on the "Pencil" icon
  5. Click on "Ad Hoc Points" Bar
  6. Enter "Reward Title"
  7. Enter Description (Optional)
  8. Enter Number of Reward Points
  9. Click "Add Points"
  10. Click Submit


Click the "History" Bar         
  1. Click to expand any line item for more information regarding a User's point history.


Barcodes:
  1. Assign a guest a barcode.  Give a physical rewards card that associates them to a specific user.
  2. Enter Name
  3. Enter Barcode   *Possible to buy individually marked barcodes
  4. Click "Add Barcode
  5. Click "Done"
Notes
Use Case Example: Barcodes to assign a barcode to a user. Guests can be assigned a barcode per the codes on the preprinted rewards cards for guests that do not have a smartphone or want multiple sources for rewards redemption (Example: multiple members of a family under one account)


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