Loyalty Tiers are available on Revinate! Loyalty Tiers help hoteliers build ‘surprise and delight’ loyalty programs where guests can enjoy special benefits and perks depending on their level of tiered status. In this type of program, status is based on specific criteria set by the hotel for confirmed stays over a rolling 12-month period.
Loyalty tiers can be used as a rewards program but they can also be used as an internal tool to help groups or properties know their customers better and understand who are their best guests. In both cases, hotels can set up ways to surprise and delight these highly valuable guests and ensure that they come back again and again.
In this article we will cover:
- Set up Loyalty Tiers for Group or Property Level Management
- Creating a Loyalty Tier
- Tier Ranking
- Loyalty Tiers in the Arrivals Report
- Loyalty Tiers in the Rich Guest Profile
- Uses for Loyalty Tiers
If you don’t have Loyalty Tiers as a part of your Revinate suite feel free to contact firstname.lastname@example.org to learn more.
Navigating to Loyalty Tiers
The Loyalty Tiers page can be found under the Guests and Segments tab of the top navigation bar.
Set up Loyalty Tiers for Group or Property Level Management
Upon first setting up Loyalty Tiers, Corporate accounts will need to choose if Loyalty Tiers will be managed at the corporate level or if properties will be managing their own. This decision will only be made once on first set up.
Note: Loyalty Tier management can be at the corporate or property level but not both.
For groups whose properties use different PMS’, there is great value in using Revinate to build loyalty as our advanced profile synthesis means there is better merging of databases and guest profiles, which translates to a better understanding of valued guests.
Creating a Loyalty Tier
Tiers can be created and reordered as needed at anytime. Simply use the options on the top right-hand of the screen. Once a Loyalty Tier is created, the database will be scanned every two hours and it will look for guests who stayed up to one year prior. Note: the process of scanning all contact information will usually take 2 hours for large database.
To create a tier, select the option CREATE A TIER from the top right of the screen. This will open a new module page which will explicitly say ‘Create a New Tier.’ Tiers are set on a yearly cycle so note that new entries into a tier will apply through the end of the following year.
Name the tier, assign it a color and select the necessary criteria for achieving the tier level.
Select a Loyalty Tier Color
- Next to the space to enter the loyalty tier name there is a box where you can select a color to represent that tier.
- Select a color from the grid or enter in the specific Hex or HTML color code you desire.
The color selected will make it easy to identify the tier. This color will be visible on the Loyalty Tiers page and on the guest profile under the guest’s identifying information.
Select Loyalty Tier Criteria
Loyalty tier criteria may be selected from the drop down menu of options. Scroll or type into the text box the criteria for achieving tier status.
Several criteria may be added for a tier using AND logic. For example criteria can be set for a number of stays (or nights) and room spend.
Once you are happy with your tier criteria and selections, select the NEXT button and your new tier will be added to your Loyalty Tier library.
Edit a Tier
Tiers may be easily edited and deleted as needed. Simply hover over the tier to enable to EDIT button.
After selecting the edit button, the editing module will open and you will be able to edit all criteria, tier name and color.
When you have made all your changes remember to select SAVE.
Rank your tiers up or down with the lowest tier at the bottom and highest tier at the top. Guests who qualify for two or more tiers will be placed on the higher ranking tier. By changing the order or ranking of tiers, guests who are members of a tier will be affected as changes are made.
Select RANK YOUR TIERS from the top right of your screen next to the CREATE A TIER button. Using easy drag and drop functionality, select the tier that you would like to reorder and place it in its appropriate rank.
Once you are happy with your changes select SAVE. Your tiers will now be ranked and any members of a tier will fall into their new respective ranking. Remember that anyone that falls into two or more tiers will automatically be placed in the higher ranking tier.
Once set up, guest loyalty tier information will be available in the Revinate Arrivals Report , so front desk, GMs or anyone receiving the report can be alerted to which VIPs or highly ranked guests are checking in that day.
Rich Guest Profile
Loyalty tier status will be identified on each guests profile. Simply navigate your database within Revinate to see the tier and its corresponding color displayed under the guests identifying information.
Uses for Loyalty Tiers
- Use tiers in Segmentation
- Send Pre Arrival emails based on tier - Example: Offer free Upsells of wine for Gold status
- Send We Miss You campaigns based on tier
- Use tiers for Drip Campaigns