Hello Rewards Outlet Perk Redemption Program Summary:
Hello Rewards Members earn perks as part of being a member. Guests will be notified of these perks both via an automated email campaign prior to arrival and as an earned perk shown in their online Hello Rewards member portal. Some of these perks will be facilitated through the property during check-in, in the form of a voucher card and are valid for a item to be redeemed at one of the property’s outlets.
Objective:
This section will outline how perks that are to be redeemed in an outlet on property are to be facilitated; from operations at the Front Desk, in the Outlet and through your accounting team.
Types of Perks:
Hello Rewards Breakfast Perk - Issued to member via email notification 24 hours prior to applicable stay Hello Rewards $5 Food & Beverage Perk – Issued to member via email notification 24 hours prior to applicable stay
Procedure: Perk Redemption Process Overview:
• Properties must order the Perk Voucher Cards through HD Supply via rlhcbyhd.com and must ensure there is always stock on property. Perk cards come in packs of 100 and cost $16 per pack.
• When a Hello Rewards member earns a perk, they will receive an email with details of the perk as well as have the perk displayed for them within their member portal.
o Member may or may not be aware that the perk has been earned when they arrive at the property; as they may not have seen this in the portal or accessed it in their email account.
• When a Hello Rewards member has earned a perk and checks into the property, they are provided instructions by the front desk staff on how to redeem perk during the check in process, and presented with a perk voucher card to utilize during their stay.
• When the member chooses to utilize the perk, they will do so at the outlet directly. • The associate at the outlet will accept the perk voucher card and apply it to the guest ticket within the POS
system by applying the perk specific button that is setup in the POS system and guest will see that the perk has been applied on their ticket. Perk Validity
• Outlet Perks are valid in the stay for the stay. • The expiration date will need to be printed (manually) on the perk voucher card prior to being provided to the
guest. (Agent will write this in the “valid until” field on the back of the card) o The expiration date will be equal to the guest check out date.
• Perks voucher cards are provided to the member only; unless otherwise stated. • Several possible perks have been created, however only the appropriate earned perk listed on the arrival report
should be provided to the member. (1. Valid for a single item or 2. Valid for a specific dollar amount) It does not apply to other guests in the room. This should be presented to the guest as a thank you for being a member and an explanation of what the perk is valid for needs to be provided.
1. Night Audit and Front Desk associates will run a Hello Rewards Earned Perks / Voucher arrivals report directly in Serenata (further instructions below)
2. Arrivals report will show guests with arrivals for same day who have a perk on their account. It will show the perk
type, so the property will be able to determine which voucher to provide to the guest when they check in.
3. When guest checks-in to the property, the agent will provide them with the Hello Rewards Earned Perk card, explain what the particular perk is valid for, manually write the expiration date of the perk (equal to the check out date), and thank them for being a member.
This should be conversational. “To thank you for being a Hello Rewards Member, we would like to give you this perk that is good for XXXX”
Restaurant / Lounge Outlet Perk: Let guest know that they can use this perk at the restaurant / lounge to redeem for the item(s) or amount listed on the perk card, by giving the perk card to their server.
OUTLET OPERATIONS: When you receive a perk card from a guest, here is how to process it:
1. Graciously accept the perk card from the guest
2. Read what it allows and the exclusions listed at the bottom of the card. Sometimes there is a dollar amount listed that limits how much the guest can use with the perk card.
a. For instance, an F&B perk that is limited at $5 will only cover up to that amount for the guest's F&B Order in the outlet. The guest is responsible for anything above the stated limitations.
3. In your POS, use the promo button for the corresponding item. This will remove the indicated amount / item from
the bill. These are not applicable to Room Service.
4. Finish the transaction with the guest as you normally would, and staple the card to the hotel's copy of the receipt.
ACCOUNTING OPERATIONS:
As part of the program, the property is responsible for the cost of Hello Rewards perks that are redeemable on property outlets for Food and Beverage. On Property Accounting will need to have a GL code established to account for these costs, and reporting from the POS system along with the cards being attached to the hotels copy of the receipt will be used to properly account for the item(s) provided as part of this voucher program.
parameters by entering the arrival date and the property and then Export as Excel:
5. Arrivals report will show guests with arrivals for same day who have a perk award on their account. It will show the perk type, so the property will be able to determine which perk card to provide to the guest when they check in. Note: There are additional pieces of information on this arrivals report that may help you provide other surprise and delight moments for your Hello Rewards guests and that alert you to more information about them!
SPECIAL NOTES:
1. If necessary, and unless noted otherwise on the perk card, multiple perks CAN be used on the same check. Be sure to staple each perk voucher card to the applicable receipt.
2. Meanings of Exclusions: Single-Use Voucher means a guest cannot use the same voucher more than once. The voucher(s) must be surrendered to the Server, and cannot be used again.
1. No Cash Value means a guest cannot use or redeem this voucher for cash from the hotel.
2. Does Not Include Gratuity means exactly that. The guest may choose to tip additionally.
3. Excludes Alcohol is noted when a voucher specifically does not allow alcohol to be included in the items made complimentary.
4. Excludes Room Service means the guest cannot use the vouchers on Room Service orders.
They can be used on to-go orders.
5. Valid in the Hotel Restaurant and Bar means the guest can only redeem the voucher in the restaurant and bar, for seated service or to-go orders. Does not apply to Room Service orders.
6. Limit $(Dollar Amount) means the voucher only covers the complimentary item up to a certain dollar amount. If the guest wants to go over this amount by adding extra items to the order, for instance, that is there choice and the guest is responsible for any charges above what is noted as a limitation on the voucher.
Squirrel Screen Shots:
• The guest’s ticket within the outlet will show much like the following prior to the voucher being chosen (Figure 1) • Available perks will show on screen to choose based on which perk card the guest has provided the server and
what items are on the ticket/time of day (Figure 2) • Once the correct perk card is selected, this will appear within the ticket and be removed from the ticket amount
• The guest’s ticket within the outlet will show much like the following prior to the perk being chosen (Figure 1) • Available perks will show on screen to choose based on which voucher the guest has provided the server and
what items are on the ticket/time of day (Figure 2) • Once the correct voucher is selected, this will appear within the ticket and be removed from the ticket amount
