POS-Integrated Loyalty Program for a Hotel Group
Cross-venue loyalty program syncing with existing POS across bar, restaurant and room service. Points earned and redeemed across all touchpoints without separate cards or apps.
Hotel group — bar, restaurant and room service operations
A hotel group running a bar, restaurant and room service operation across a single property. They wanted a loyalty program that worked across all three venues — but their POS system (H&L) did not have a built-in loyalty module that met their needs.
Previous attempts at loyalty used paper stamp cards and a third-party app that staff forgot to prompt. Redemption rates were under 5% and the program added friction instead of removing it.
What needed to change
No cross-venue recognition. A guest who spent $500 in the restaurant was anonymous when they walked into the bar. There was no shared customer view across the three revenue centres.
Loyalty had to be friction-free. Staff were not going to ask every customer to scan a QR code or show an app. Any loyalty system that relied on customer or staff action at the point of sale was going to fail — as the previous attempts proved.
POS integration was non-negotiable. The system had to work inside the existing H&L POS workflow. Staff could not switch to a separate screen or tablet to process loyalty transactions.
What we built
A loyalty engine that integrates directly with the H&L POS. Points earn automatically on every transaction. Guests link their account once, then earn and redeem across all venues without extra steps.
POS Loyalty Integration
Loyalty engine hooks directly into the H&L POS. Points earn automatically when a linked guest transacts. Staff see loyalty balance on the POS screen — no separate system.
Guest Registration
Simple sign-up via mobile web form, QR code at the venue, or at check-in. Guest links their payment card or room charge — all future transactions earn automatically.
Cross-Venue Profiles
Unified guest profile across bar, restaurant and room service. Spend history, preferences and loyalty balance visible to staff at every touchpoint.
Redemption & Offers
Points redeemable at POS with one tap. Automated offers triggered by spend thresholds, visit frequency and seasonal promotions. Targeted SMS and email campaigns from customer data.
How it works
Guest signs up
Scans a QR code at the venue or signs up at hotel check-in. Links their payment card or room account. Takes 30 seconds.
Guest makes a purchase
Orders at the bar, restaurant or room service. The POS recognises the linked card or room account and earns points automatically.
Staff sees loyalty status
The guest's name, loyalty tier and points balance display on the POS screen. Staff can acknowledge the guest by name and offer relevant promotions.
Guest redeems points
At POS, staff apply a points redemption with one tap. The discount applies to the current transaction. No separate card, no app, no friction.
Automated offers trigger
When a guest hits a spend threshold or has not visited in 30 days, the system sends a targeted SMS or email offer to bring them back.
Measurable outcomes
The old loyalty cards sat in wallets and never came out. Now guests earn points without thinking about it, and our staff can greet regulars by name. That is what hospitality loyalty should be.
How we delivered it
Requirements & POS Analysis
1 weekAnalysed the H&L POS API capabilities and mapped the integration approach. Defined loyalty earn/redeem rules with the hotel management team.
Loyalty Engine & Integration
4 weeksBuilt the loyalty engine with POS integration, guest registration, cross-venue profile management and points calculation. Integrated with room charge system for hotel guests.
Guest Interface & Campaigns
2 weeksBuilt the sign-up flow, guest portal with points balance and transaction history, and automated campaign engine for targeted offers.
Pilot & Launch
2 weeksPiloted in the restaurant for 2 weeks. Trained all staff across 3 venues. Launched with a sign-up bonus campaign to drive initial enrollment.
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